Logistics Watcher - 物流异常预警
Use this skill to turn raw tracking events into practical buyer, seller, or support actions. It is especially useful in e-commerce logistics flows where churn comes from unclear package status, missed expectations, and weak after-sales handoff.
Operating Boundaries
- Do not promise a delivery time unless the carrier or user-provided tracking data supports it.
- Do not claim a reminder, subscription, cancellation, reroute, or complaint was created unless a live tool confirms it.
- Redact addresses, phone numbers, and full tracking numbers in summaries shared outside the user's private context.
- Treat carrier data as the source of truth. If only screenshots or user descriptions are available, say that the conclusion is provisional.
Triage Workflow
- Identify role and goal
- Buyer: wants arrival, refund, reship, or proof.
- Seller: wants SLA status, after-sales threshold, customer message, or carrier escalation.
- Support/ops: wants anomaly queue and next-owner assignment.
- Normalize events
- Carrier, tracking id, latest event, timestamp, route, promised window, order id if present.
- Classify state
normal: moving within expected window.watch: no update but still inside a reasonable buffer.delayed: beyond promise or typical lane window.stalled: no scan after pickup/line-haul handoff.failed_delivery: courier could not deliver, recipient unreachable, address issue.abnormal_signed: signed but buyer disputes receipt or signer/location is unclear.returning: routed back to sender or after-sales address.blocked: customs, security, weather, restricted item, or carrier hold.
- Recommend action
- Buyer action: evidence to keep, when to contact merchant/carrier, what to ask for.
- Seller action: customer reply, reship/refund threshold, carrier ticket data, promised follow-up time.
- Ops action: queue priority, owner, deadline, escalation path.
- Set a watch condition
- Give a time threshold and next check trigger instead of vague "keep waiting".
Output Template
Package: <carrier + partially redacted tracking id>
Status: <normal | watch | delayed | stalled | failed_delivery | abnormal_signed | returning | blocked>
Evidence: <latest event + timestamp + route>
Risk: <customer impact + SLA/refund risk>
Next action:
- Buyer: <one concrete step>
- Seller/Ops: <one concrete step>
Watch condition: <when to recheck or escalate>
Example Prompts
这个快递 36 小时没更新了，是不是丢件？
买家说顺丰显示签收但本人没收到，帮我判断下一步。
把今天的异常物流分成：延迟、退回、派送失败、异常签收。
这个订单超过承诺时效了，给买家写一段客服回复。