360 Secure SkillHub
360 安全技能中心

E-commerce Return & Refund Reply

核心功能是根据买家咨询内容、售后类型、订单状态等变量，生成合规友好的单条可直接发送的客服回复。典型场景含商品破损、发错货、尺寸/质量问题、无理由退换、退款状态查询等。需输入买家问题等必要信息，输出含应答内容及内部备注，回复遵循共情友好、简洁合规的规则。

terrycarter1985
terrycarter1985
热度 33.41
最近更新 2026-05-11 17:47:10
分类：营销依赖：读写文件 / 内部调用大模型应用场景：文案创作 / CRM

安装技能

复制下面的话术发给你的 Agent，它会通过 secure-skills 检索并安装该技能。

执行命令安装此 skill： npx secure-skills-cli add ecommerce-return-refund-reply
Metadata
name
ecommerce-return-refund-reply
description
Generate standardized, policy-compliant customer service replies for e-commerce return, exchange, and refund inquiries. Use when a buyer asks about returning an item, exchanging a product, requesting a refund, checking return eligibility, or any after-sales consultation. Covers scenarios like damaged goods, wrong items, size issues, quality complaints, change-of-mind returns, and refund status checks.

E-commerce Return & Refund Reply Generator

Produce a single, ready-to-send reply to a buyer's return/exchange/refund inquiry.

Input Required

Before generating, confirm these variables (ask the user if missing):

Variable Example
buyer_question "我收到的衣服有个洞，想退货"
issue_type damaged / wrong_item / size_issue / quality / change_of_mind / refund_status
order_status unreceived / received
return_window e.g. 7 days, 15 days (per platform rule)
platform taobao / jd / pdd / douyin / other

Workflow

  1. Classify the inquiry into one issue_type.
  2. Select template from references/reply-templates.md by issue_type.
  3. Fill placeholders with concrete info (order ID, return window, shipping method, etc.).
  4. Apply tone rules below.
  5. Output the final reply — one message only, no meta-commentary.

Tone & Style Rules

  • Friendly & empathetic — acknowledge the buyer's frustration before offering solutions.
  • Concise — under 200 words; no walls of text.
  • Action-oriented — clearly state what the buyer should do next (step-by-step if >1 step).
  • Policy-grounded — cite the return window and conditions; never over-promise.
  • No legal jargon — use plain language a typical buyer understands.
  • Closing — always end with an open invitation: "如有其他问题，随时联系我们 😊"

Policy Guardrails

  • Do not offer refunds that exceed the order amount.
  • Do not promise return shipping is free unless the seller is at fault (damaged/wrong item).
  • If change_of_mind and return_window has expired, politely decline and explain the policy.
  • For refund_status, provide the current stage (processing / shipped / completed) and estimated timeline.

Output Format

【应答内容】
<the reply text, ready to copy-paste>

【内部备注】
Issue type: <issue_type>
Template used: <template_name>
Policy checked: ✅