Reflection and Self Critique

Desk has finished the blender case and written this reply to the customer:

We are sorry about your blender. We have refunded the duplicate charge of 120 dollars, and the money will reach your card shortly. Thank you for your patience.

The reply contains two errors. First, the customer also reported that the replacement arrived broken, and the reply says nothing about it. Second, the refund tool returned "accepted", but the payment system rejected the refund a minute later, so no money is on its way.

Suppose that before sending, Desk reads its draft against a list of criteria