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E-commerce Return & Exchange Reply

核心功能为识别买家售后问题类型，依据淘宝、京东、Shopee等多平台规则，生成含问候、方案、操作指引等模块的合规回复；覆盖退货退款、换货、商品破损/错发、订单取消等售后场景；输入为买家问题，可补充平台或自定义政策，输出为结构化专业友好的中英文回复，严格遵循平台规范。

terrycarter1985
terrycarter1985
热度 33.15
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 / 模板

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-reply
Metadata
name
ecommerce-return-reply
description
Generate standardized, policy-compliant customer service replies for buyer return, exchange, and refund inquiries in e-commerce scenarios. Use when drafting or composing responses to buyer messages about returns, exchanges, refunds, order cancellations, damaged goods, wrong items received, or any after-sales dispute. Covers major Chinese and cross-border e-commerce platforms (Taobao, JD, PDD, Douyin, Shopee, Lazada, Amazon).

E-commerce Return & Exchange Reply Generator

Standardized prompt template for generating compliant, friendly after-sales responses.

Workflow

  1. Identify the buyer's issue category from the message.
  2. Read the corresponding rule section in references/platform-rules.md.
  3. Compose the reply following the output template below.

Issue Categories

Category Trigger Keywords
Return (refund only) 退货, 退款, 不想要了, doesn't fit, changed mind
Exchange 换货, 换颜色, 换尺码, wrong size, wrong color
Damaged / Defective 破损, 坏了, 质量问题, cracked, defective, broken on arrival
Wrong Item 发错货, 收到不一样, wrong item, not what I ordered
Partial Refund 补偿, 差价, partial refund, price difference
Cancellation 取消订单, 不买了, cancel my order

Output Template

Every reply must contain these sections in order:

【问候】— 礼貌称呼买家，表达歉意/理解
【问题确认】— 简要复述买家问题（1句）
【解决方案】— 明确告知可操作的下一步（退货/换货/补偿等）
【操作指引】— 平台操作步骤（2-3步），引用平台规则条款
【时效说明】— 处理时效与物流预估
【温馨提示】— 退货注意事项（包装、配件、运费等）
【结尾】— 感谢与联系方式

Tone & Style Rules

  • Use 敬语 (您/亲) for Chinese; warm but professional for English
  • Never blame the buyer
  • Never promise outcomes outside platform policy
  • Include specific timeframes (e.g., "48小时内", "within 2 business days")
  • If the request falls outside policy, explain politely and offer the best alternative

Policy Compliance

  • Read references/platform-rules.md before composing any reply
  • When in doubt, default to the stricter interpretation
  • Always state the applicable rule clause (e.g., "根据《七天无理由退货》规则…")

Platform Awareness

If the buyer's platform is unknown, ask. Rules differ significantly:

  • Taobao/JD: 7-day no-reason return for most categories
  • PDD: Shorter window, stricter conditions
  • Cross-border (Shopee/Lazada/Amazon): Varies by marketplace and region
  • Live-stream sales (Douyin): Special 15-day rule may apply

Advanced: Custom Policy Override

If the merchant has custom return policies (e.g., extended warranty, free return shipping), include them as additional context in the prompt call. Custom policies supplement but never contradict platform rules.