When the website assistant promises more than the store

Preserve the answer before summarizing the complaint

Begin with an actual conversation the business is authorized to review, or an actual visitor-visible answer already observed. Keep the exact answer, the question it responded to, enough preceding context to preserve its meaning, the date and the page where it appeared. Retain any source link the assistant displayed. A recollection that the assistant promised something is a report to investigate, not a substitute for the wording.

Redact identifying information in working copies and keep the original in the authorized system. Do not reproduce private visitor details in a public review request. If the answer was not retained, mark the claim as reported but unverified; do not write a reconstructed conversation or generate a favorable answer to stand in for the missing one.

An observed conversation establishes what was shown on that occasion. It does not establish that every visitor received the same answer, that no other answers conflict or that the assistant’s entire configuration has been examined.

Compare the claim with the policy that actually applied

Break the answer into factual commitments. Audience and intended-purpose statements belong beside the applicable catalog description. Product attributes need the supporting product record. Shipping, refund and cancellation promises belong beside their policy terms. Business statements need the relevant business information. Keep any conditions attached to the answer; removing a qualification can create a contradiction that the full answer did not contain.

The FTC’s truth-in-advertising guidance requires truthful, nonmisleading and appropriately substantiated advertising across media, including websites. Apply that general principle to promotional or reassuring statements delivered in an assistant response. The source does not certify a particular answer, prescribe an assistant configuration or determine the legal effect of a conversation.

Record the policy version or effective date that can actually be established. A current policy cannot, by itself, tell you what a visitor was shown in an earlier conversation. Where the earlier version is unavailable, preserve that uncertainty. If a later policy revision explains a difference, distinguish the historical comparison from the current response correction; do not rewrite the earlier record to match today’s policy.

Find the unsupported step between the source and the answer

Classify the comparison as a confirmed contradiction, an unsupported addition, a missing qualification or agreement. A statement absent from a policy is not necessarily false: check whether another approved record supports it and whether the answer identifies the right context. If no support exists, keep it unsupported rather than promoting it into a permitted fact.

Ask the assistant’s owner to identify the response material used for the relevant topic, where the system makes that information available. Record the approved source URL or document version and any outdated or conflicting material found. If the source used for that answer cannot be established, record the cause as unknown. The mismatch itself may be clear even when its technical cause is not.

Define the factual limit for future answers: the supported statement, its conditions, the source that maintains it and who decides changes. Unresolved eligibility or legal questions should not become affirmative answers. For the research-only audience, do not authorize unsupported audience, use or outcome claims merely because the assistant produced them. Where a fact is unavailable, the response should identify the missing information or route the question to the responsible team without inventing a promise.

Close the content correction separately from the visitor’s case

Assign the owner of the source material and the owner of the assistant configuration, even if they are the same person. State whether the action is to correct a fact, restore a qualification, remove outdated material or restrict an unsupported topic pending a business decision. The appropriate technical change depends on the installed assistant; this page does not assume how it retrieves information or guarantee that one edit controls every answer.

Record the date the change became active and preserve later genuine visitor-visible evidence relevant to the corrected topic when available. A saved configuration is evidence of an edit, while an observed answer is evidence of output. If no later answer is available, mark the output check pending. A successful observation addresses that observation only and does not erase the original answer.

If an existing visitor or order was affected, give the responsible support owner the original record and applicable terms through the authorized channel. Editing future answers does not determine what response is owed in the existing case. Keep that decision open until the appropriate owner resolves it.

A Prism website-review consultation can use redacted answer extracts and the public catalog or policy links to define the question. Prism’s published review considers product descriptions, marketing claims, policies and business disclosures together. Confirm whether assistant-output review and any implementation are included in the agreed scope. Findings are informational; they do not certify the assistant or establish processing approval.

Assistant answer-to-policy map

Use one copy per genuine observed answer. Enter short redacted extracts or internal evidence references in the last column. Classify the difference before selecting a correction, and keep historical policy uncertainty, technical cause and later output verification separate.

Worksheet entries are not submitted by Prism’s worksheet and are not saved by the site. Use record types, availability, anonymized observations, or match/mismatch results. Do not enter government identifiers, customer names or addresses, customer messages, receipt-access links, card or bank details, passwords, or keys. Send sensitive documents only through the provider’s verified secure channel.

These are temporary notes. Leaving or reloading this page may clear them. Worksheet entries are not sent automatically. If you copy notes into the consultation message and submit the form, Prism receives them as part of your request.