{"id":"e9faa315-ff3e-4618-8811-00e52f8fe22b","entityType":"agent","slug":"clawhub-terrycarter1985-ecom-return-refund-responder","name":"电商客服退换货应答模板","canonicalUrl":"https://www.xpersona.co/agent/clawhub-terrycarter1985-ecom-return-refund-responder","canonicalPath":"/agent/clawhub-terrycarter1985-ecom-return-refund-responder","generatedAt":"2026-10-12T03:57:15.298Z","source":"CLAWHUB","claimStatus":"UNCLAIMED","verificationTier":"NONE","summary":{"evidence":{"source":"editorial-content","verified":true,"confidence":"high","updatedAt":"2026-10-12T01:17:55.055Z","emptyReason":null},"description":"电商客服退换货标准化应答提示词模板。当买家发起退货、换货、仅退款等售后咨询时，自动生成符合平台售后规则、语气友好且信息准确的客服应答。适用于淘宝/天猫/京东/拼多多等国内电商平台及跨境平台。 Skill: 电商客服退换货应答模板 Owner: terrycarter1985 Summary: 电商客服退换货标准化应答提示词模板。当买家发起退货、换货、仅退款等售后咨询时，自动生成符合平台售后规则、语气友好且信息准确的客服应答。适用于淘宝/天猫/京东/拼多多等国内电商平台及跨境平台。 Tags: latest:1.0.0 Version history: v1.0.0 | 2026-05-12T11:24:48.093Z | user Initial release: standardized return/exchange/refund prompt template for e-commerce CS Archive index: Archive v1.0.0: 3 files, 3892 bytes Files: skill-card.md (2216b), SKILL.md (3983b), _meta.json","descriptionLabel":"Technical summary","evidenceSummary":"Capability contract not published. 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电商客服退换货标准化应答提示词模板。当买家发起退货、换货、仅退款等售后咨询时，自动生成符合平台售后规则、语气友好且信息准确的客服应答。适用于淘宝/天猫/京东/拼多多等国内电商平台及跨境平台。\n\nTags: latest:1.0.0\n\nVersion history:\n\nv1.0.0 | 2026-05-12T11:24:48.093Z | user\n\nInitial release: standardized return/exchange/refund prompt template for e-commerce CS\n\nArchive index:\n\nArchive v1.0.0: 3 files, 3892 bytes\n\nFiles: skill-card.md (2216b), SKILL.md (3983b), _meta.json (147b)\n\nFile v1.0.0:SKILL.md\n\n---\nname: ecom-return-refund-responder\ndescription: 电商客服退换货标准化应答提示词模板。当买家发起退货、换货、仅退款等售后咨询时，自动生成符合平台售后规则、语气友好且信息准确的客服应答。适用于淘宝/天猫/京东/拼多多等国内电商平台及跨境平台。\n---\n\n# 电商客服退换货应答模板\n\n## 调用方式\n\n按以下输入字段填写后，将模板中 `{{字段名}}` 替换为实际值，即可生成标准化应答。\n\n## 输入字段\n\n| 字段 | 必填 | 说明 |\n|---|---|---|\n| buyer_intent | 是 | 买家意图：退货/换货/仅退款/补发 |\n| order_no | 是 | 订单编号 |\n| item_name | 是 | 商品名称 |\n| reason | 是 | 买家申请原因（如：质量问题/尺码不合/七天无理由/发错货等） |\n| days_since_receive | 是 | 签收后天数 |\n| platform | 否 | 平台名称，默认\"本平台\" |\n| has_photo | 否 | 买家是否已提供凭证照片，默认\"未提供\" |\n| sku_info | 否 | 换货时的新规格/尺码 |\n\n## 应答模板\n\n```\n{{buyer_greeting}}！\n\n关于您的订单 {{order_no}}（{{item_name}}），我们已收到您的{{buyer_intent}}申请，原因：{{reason}}。\n\n{{policy_paragraph}}\n\n{{next_step_paragraph}}\n\n{{closing_remark}}\n\n如需进一步帮助，欢迎随时联系客服，我们将竭诚为您服务！😊\n```\n\n### 子模板片段\n\n**buyer_greeting**（根据买家会员等级/昵称）：\n- 默认：亲爱的买家\n\n**policy_paragraph**（根据 reason + days_since_receive 自动匹配）：\n- 质量问题 & ≤7天：根据平台售后政策，商品签收7天内如存在质量问题，支持退货退款，运费由卖家承担。\n- 质量问题 & >7天 & ≤15天：商品签收超过7天，如确认质量问题，我们可协助申请售后维权，请提供清晰凭证照片。\n- 七天无理由 & ≤7天：根据《消费者权益保护法》，商品签收7天内支持无理由退货，请确保商品未使用、不影响二次销售。\n- 七天无理由 & >7天：很抱歉，商品签收已超过7天无理由退货期限，如商品存在问题请联系我们另行处理。\n- 发错货/少发：非常抱歉给您带来不便！我们将立即为您{{换发正确商品/补发缺少商品}}，运费由我方承担。\n- 尺码不合 & ≤7天：支持7天内换货，请提供期望换购的尺码/规格，确认库存后为您安排。\n- 尺码不合 & >7天：已超出换货期限，如商品完好可联系协商处理方案。\n\n**next_step_paragraph**：\n- 退货：请您在订单详情页提交退货申请，选择退货方式后寄回商品。收到退货后我们将在{{平台规定时效}}内完成退款。\n- 换货：请您确认换购规格为 {{sku_info}}，提交换货申请后将原商品寄回，我们验收后立即为您发出新商品。\n- 仅退款：我们正在核实您的申请，预计{{1-3}}个工作日内给出处理结果，请留意消息通知。\n- 补发：我们将在{{24}}小时内为您安排补发，届时会推送物流单号，请注意查收。\n\n**closing_remark**：\n- 感谢您的理解与配合，祝您生活愉快！\n- 给您带来不便深表歉意，我们会持续改进服务！\n\n## 边界与转人工规则\n\n1. 涉及法律争议、投诉工商/消协 → 立即转人工\n2. 买家情绪激烈或使用威胁性语言 → 转人工，不可模板回复\n3. 订单金额 > 5000元 或 批量售后（≥5单同一买家）→ 转人工审核\n4. 平台规则冲突或无法判定 → 回复\"已为您升级处理，客服专员将在30分钟内联系您\"并转人工\n5. 不对买家做出超出平台规则的承诺（如\"一定赔偿\"等）\n6. 不得泄露卖家内部信息（如进货价、利润率）\n\n## 质量检查清单\n\n- [ ] 订单号、商品名准确\n- [ ] 签收天数与政策段落一致\n- [ ] 下一步操作明确可执行\n- [ ] 语气友好无生硬感\n- [ ] 未超出平台售后规则承诺\n- [ ] 需要凭证时已提醒买家提供\n\nFile v1.0.0:_meta.json\n\n{\n  \"ownerId\": \"kn72jmd20ws94jr0p8b3p24wyn82abgj\",\n  \"slug\": \"ecom-return-refund-responder\",\n  \"version\": \"1.0.0\",\n  \"publishedAt\": 1778585088093\n}\n\nFile v1.0.0:skill-card.md\n\n## Description:\n\n电商客服退换货标准化应答提示词模板，用于在买家发起退货、换货、仅退款等售后咨询时，生成符合平台售后规则、语气友好且信息准确的客服应答，适用于淘宝/天猫/京东/拼多多等国内电商平台及跨境平台。\n\nThis skill is ready for commercial/non-commercial use.\n\n## Publisher:\n\n[terrycarter1985](https://clawhub.ai/user/terrycarter1985)\n\n### License/Terms of Use:\n\nMIT-0\n\n## Use Case:\n\nExternal e-commerce customer support teams and agent workflows use this skill to draft Chinese-language replies for returns, exchanges, refund-only requests, and reshipment cases while keeping tone, required order details, and escalation rules consistent.\n\n### Deployment Geography for Use:\n\nGlobal\n\n## Known Risks and Mitigations:\n\nRisk: Return and refund policy text may become inaccurate when platform rules, shop policies, or case facts differ from the template.\n\nMitigation: Review the policy snippets against the current platform and merchant rules before using generated replies.\n\nRisk: Legal disputes, high-value orders, bulk after-sales cases, or hostile buyer messages may require judgment beyond a template response.\n\nMitigation: Route those cases to a human agent using the skill's escalation rules.\n\nRisk: Incorrect order number, item name, receipt timing, or supporting-evidence status could produce a misleading customer response.\n\nMitigation: Verify required order fields and supporting evidence before sending the drafted reply.\n\n## Reference(s):\n\n\n## Skill Output:\n\n**Output Type(s):** [text, markdown, guidance]\n\n**Output Format:** [Markdown template text with fillable fields and response guidance]\n\n**Output Parameters:** [1D]\n\n**Other Properties Related to Output:** [Requires current order details, customer intent, return reason, receipt timing, and relevant platform policy context.]\n\n## Skill Version(s):\n\n1.0.0 (source: server release evidence)\n\n## Ethical Considerations:\n\nUsers should evaluate whether this skill is appropriate for their environment, review any generated or modified files before relying on them, and apply their organization's safety, security, and compliance requirements before deployment.","readmeExcerpt":"Skill: 电商客服退换货应答模板 Owner: terrycarter1985 Summary: 电商客服退换货标准化应答提示词模板。当买家发起退货、换货、仅退款等售后咨询时，自动生成符合平台售后规则、语气友好且信息准确的客服应答。适用于淘宝/天猫/京东/拼多多等国内电商平台及跨境平台。 Tags: latest:1.0.0 Version history: v1.0.0 | 2026-05-12T11:24:48.093Z | user Initial release: standardized return/exchange/refund prompt template for e-commerce CS Archive index: Archive v1.0.0: 3 files, 3892 bytes Files: skill-card.md (2216b), SKILL.md (3983b), _meta.json","codeSnippets":[],"executableExamples":[{"language":"text","snippet":"{{buyer_greeting}}！\n\n关于您的订单 {{order_no}}（{{item_name}}），我们已收到您的{{buyer_intent}}申请，原因：{{reason}}。\n\n{{policy_paragraph}}\n\n{{next_step_paragraph}}\n\n{{closing_remark}}\n\n如需进一步帮助，欢迎随时联系客服，我们将竭诚为您服务！😊"}],"parameters":null,"dependencies":[],"permissions":[],"extractedFiles":[{"path":"SKILL.md","content":"---\nname: ecom-return-refund-responder\ndescription: 电商客服退换货标准化应答提示词模板。当买家发起退货、换货、仅退款等售后咨询时，自动生成符合平台售后规则、语气友好且信息准确的客服应答。适用于淘宝/天猫/京东/拼多多等国内电商平台及跨境平台。\n---\n\n# 电商客服退换货应答模板\n\n## 调用方式\n\n按以下输入字段填写后，将模板中 `{{字段名}}` 替换为实际值，即可生成标准化应答。\n\n## 输入字段\n\n| 字段 | 必填 | 说明 |\n|---|---|---|\n| buyer_intent | 是 | 买家意图：退货/换货/仅退款/补发 |\n| order_no | 是 | 订单编号 |\n| item_name | 是 | 商品名称 |\n| reason | 是 | 买家申请原因（如：质量问题/尺码不合/七天无理由/发错货等） |\n| days_since_receive | 是 | 签收后天数 |\n| platform | 否 | 平台名称，默认\"本平台\" |\n| has_photo | 否 | 买家是否已提供凭证照片，默认\"未提供\" |\n| sku_info | 否 | 换货时的新规格/尺码 |\n\n## 应答模板\n\n```\n{{buyer_greeting}}！\n\n关于您的订单 {{order_no}}（{{item_name}}），我们已收到您的{{buyer_intent}}申请，原因：{{reason}}。\n\n{{policy_paragraph}}\n\n{{next_step_paragraph}}\n\n{{closing_remark}}\n\n如需进一步帮助，欢迎随时联系客服，我们将竭诚为您服务！😊\n```\n\n### 子模板片段\n\n**buyer_greeting**（根据买家会员等级/昵称）：\n- 默认：亲爱的买家\n\n**policy_paragraph**（根据 reason + days_since_receive 自动匹配）：\n- 质量问题 & ≤7天：根据平台售后政策，商品签收7天内如存在质量问题，支持退货退款，运费由卖家承担。\n- 质量问题 & >7天 & ≤15天：商品签收超过7天，如确认质量问题，我们可协助申请售后维权，请提供清晰凭证照片。\n- 七天无理由 & ≤7天：根据《消费者权益保护法》，商品签收7天内支持无理由退货，请确保商品未使用、不影响二次销售。\n- 七天无理由 & >7天：很抱歉，商品签收已超过7天无理由退货期限，如商品存在问题请联系我们另行处理。\n- 发错货/少发：非常抱歉给您带来不便！我们将立即为您{{换发正确商品/补发缺少商品}}，运费由我方承担。\n- 尺码不合 & ≤7天：支持7天内换货，请提供期望换购的尺码/规格，确认库存后为您安排。\n- 尺码不合 & >7天：已超出换货期限，如商品完好可联系协商处理方案。\n\n**next_step_paragraph**：\n- 退货：请您在订单详情页提交退货申请，选择退货方式后寄回商品。收到退货后我们将在{{平台规定时效}}内完成退款。\n- 换货：请您确认换购规格为 {{sku_info}}，提交换货申请后将原商品寄回，我们验收后立即为您发出新商品。\n- 仅退款：我们正在核实您的申请，预计{{1-3}}个工作日内给出处理结果，请留意消息通知。\n- 补发：我们将在{{24}}小时内为您安排补发，届时会推送物流单号，请注意查收。\n\n**closing_remark**：\n- 感谢您的理解与配合，祝您生活愉快！\n- 给您带来不便深表歉意，我们会持续改进服务！\n\n## 边界与转人工规则\n\n1. 涉及法律争议、投诉工商/消协 → 立即转人工\n2. 买家情绪激烈或使用威胁性语言 → 转人工，不可模板回复\n3. 订单金额 > 5000元 或 批量售后（≥5单同一买家）→ 转人工审核\n4. 平台规则冲突或无法判定 → 回复\"已为您升级处理，客服专员将在30分钟内联系您\"并转人工\n5. 不对买家做出超出平台规则的承诺（如\"一定赔偿\"等）\n6. 不得泄露卖家内部信息（如进货价、利润率）\n\n## 质量检查清单\n\n- [ ] 订单号、商品名准确\n- [ ] 签收天数与政策段落一致\n- [ ] 下一步操作明确可执行\n- [ ] 语气友好无生硬感\n- [ ] 未超出平台售后规则承诺\n- [ ] 需要凭证时已提醒买家提供"},{"path":"_meta.json","content":"{\n  \"ownerId\": \"kn72jmd20ws94jr0p8b3p24wyn82abgj\",\n  \"slug\": \"ecom-return-refund-responder\",\n  \"version\": \"1.0.0\",\n  \"publishedAt\": 1778585088093\n}"},{"path":"skill-card.md","content":"## Description:\n\n电商客服退换货标准化应答提示词模板，用于在买家发起退货、换货、仅退款等售后咨询时，生成符合平台售后规则、语气友好且信息准确的客服应答，适用于淘宝/天猫/京东/拼多多等国内电商平台及跨境平台。\n\nThis skill is ready for commercial/non-commercial use.\n\n## Publisher:\n\n[terrycarter1985](https://clawhub.ai/user/terrycarter1985)\n\n### License/Terms of Use:\n\nMIT-0\n\n## Use Case:\n\nExternal e-commerce customer support teams and agent workflows use this skill to draft Chinese-language replies for returns, exchanges, refund-only requests, and reshipment cases while keeping tone, required order details, and escalation rules consistent.\n\n### Deployment Geography for Use:\n\nGlobal\n\n## Known Risks and Mitigations:\n\nRisk: Return and refund policy text may become inaccurate when platform rules, shop policies, or case facts differ from the template.\n\nMitigation: Review the policy snippets against the current platform and merchant rules before using generated replies.\n\nRisk: Legal disputes, high-value orders, bulk after-sales cases, or hostile buyer messages may require judgment beyond a template response.\n\nMitigation: Route those cases to a human agent using the skill's escalation rules.\n\nRisk: Incorrect order number, item name, receipt timing, or supporting-evidence status could produce a misleading customer response.\n\nMitigation: Verify required order fields and supporting evidence before sending the drafted reply.\n\n## Reference(s):\n\n\n## Skill Output:\n\n**Output Type(s):** [text, markdown, guidance]\n\n**Output Format:** [Markdown template text with fillable fields and response guidance]\n\n**Output Parameters:** [1D]\n\n**Other Properties Related to Output:** [Requires current order details, customer intent, return reason, receipt timing, and relevant platform policy context.]\n\n## Skill Version(s):\n\n1.0.0 (source: server release evidence)\n\n## Ethical Considerations:\n\nUsers should evaluate whether this skill is appropriate for their environment, review any generated or modified files before relying on them, and apply their organization's safety, security, and compliance requirements before deployment."}],"languages":[],"docsSourceLabel":"CLAWHUB","editorialOverview":"电商客服退换货标准化应答提示词模板。当买家发起退货、换货、仅退款等售后咨询时，自动生成符合平台售后规则、语气友好且信息准确的客服应答。适用于淘宝/天猫/京东/拼多多等国内电商平台及跨境平台。 Skill: 电商客服退换货应答模板 Owner: terrycarter1985 Summary: 电商客服退换货标准化应答提示词模板。当买家发起退货、换货、仅退款等售后咨询时，自动生成符合平台售后规则、语气友好且信息准确的客服应答。适用于淘宝/天猫/京东/拼多多等国内电商平台及跨境平台。 Tags: latest:1.0.0 Version history: v1.0.0 | 2026-05-12T11:24:48.093Z | user Initial release: standardized return/exchange/refund prompt template for e-commerce CS Archive index: Archive v1.0.0: 3 files, 3892 bytes Files: skill-card.md (2216b), SKILL.md (3983b), _meta.json","editorialQuality":{"score":100,"threshold":65,"status":"ready","wordCount":631,"uniquenessScore":67,"reasons":[]}},"media":{"evidence":{"source":"no-media","verified":false,"confidence":"low","updatedAt":"2026-10-12T01:17:55.055Z","emptyReason":"No screenshots, media assets, or demo links are 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