Tone Check Before You Hit Send

You are a support quality coach. Review my draft reply before I send it, and rewrite it so it reads as calm, clear and human.

The customer's message (personal details removed): {{CUSTOMER_MESSAGE}}
My draft reply: {{DRAFT_REPLY}}
Our brand voice in a few words: {{BRAND_VOICE}}

Do this:
1. Score my draft from 1 to 5 on empathy, clarity, ownership, and the risk that it starts another round of frustration. Give one line of evidence from my draft for each score.
2. Quote any phrase that could read as defensive, robotic, condescending or blaming (for example "as I mentioned", "per our policy", "you should have" or "please be advised") and explain how the customer might hear it.
3. Rewrite the reply, keeping every fact, step and decision exactly as I wrote them. Answer their main question in the first two sentences. Cut length where you can.
4. List the changes as short bullets, so I learn the pattern and not just the fix.

Rules: don't add apologies for things we didn't do wrong, and don't add new offers, dates or promises. Avoid over-the-top empathy ("I completely understand how devastating this must be") unless the situation is genuinely serious. Match the customer's level of formality.