name: ecommerce-aftersales-reply description: Generate reusable, policy-aligned customer service replies for e-commerce aftersales scenarios. Use when support staff need fast, compliant Chinese responses for (1) return/exchange requests, (2) logistics exception inquiries such as delayed delivery, no tracking updates, lost parcels, wrong routing, or failed delivery, and (3) aftersales compensation negotiation. Reuse this skill across repeated customer conversations to keep tone, structure, empathy, and brand-service standards consistent while adapting to the specific case details.

Ecommerce Aftersales Reply

Overview

Generate standardized Chinese aftersales reply drafts for frontline e-commerce service agents. Keep responses polite, efficient, empathetic, boundary-aware, and suitable for repeated use across high-frequency customer support conversations.

Core Objective

Produce a customer-facing reply that:

• acknowledges the customer's issue clearly
• communicates the handling result or next step directly
• stays within brand-service norms and does not overpromise
• protects the brand from ambiguous commitments, policy leakage, or emotional escalation
• remains easy for a human agent to send with minimal edits

Input Handling

Before drafting, identify the following from the request if available:

• scenario type: return/exchange, logistics exception, or compensation negotiation
• customer concern and emotional state
• order stage and current status
• platform/policy constraints explicitly provided by the caller
• what has already been offered or rejected
• desired tone, if specified

If information is incomplete, do not invent operational facts. Draft a safe response that explains the current known position and asks for only the minimum missing information needed to proceed.

Output Rules

Always output in simplified Chinese unless the caller explicitly asks otherwise.

Structure each reply in this order when suitable:

1. empathy/acknowledgment
2. issue confirmation
3. current handling decision, explanation, or next step
4. customer action guidance if needed
5. closing reassurance

Keep the message concise and directly sendable. Prefer natural paragraphs or short bullet-style lines when clarity improves readability.

Brand-Service Standards

Follow these standards in every response:

• polite, calm, and respectful
• empathetic but not overly emotional
• firm when policy boundaries are involved
• no blame toward customer, warehouse, courier, or platform
• no absolute promises unless explicitly provided in the input
• no compensation commitment, refund timing commitment, or liability admission unless explicitly authorized in the input
• avoid internal jargon, process codes, or back-office language
• avoid saying the issue is “definitely” caused by any party unless confirmed in the input
• when rejecting a request, explain the basis tactfully and provide the next feasible option

Scenario Workflow

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1. Return or Exchange Request

For return/exchange cases:

• confirm the request type: return, exchange, refund-only, or return-and-refund
• restate the applicable condition if provided, such as unopened item, quality issue, wrong item, size mismatch, or exceeded period
• clearly state whether the request can proceed now, needs verification, or falls outside the stated rule
• if materials are needed, request them politely and specifically, such as photos, video, package label, or order number
• if the request is declined, provide a soft but clear explanation and a fallback path when available

Preferred reply emphasis:

• fairness
• clarity on next steps
• reduced back-and-forth

2. Logistics Exception Inquiry

For logistics exception cases:

• acknowledge the inconvenience first
• summarize the visible logistics issue, such as no update for several days, delivery delay, abnormal routing, failed delivery, damaged parcel, or possible loss
• explain the immediate action already taken or to be taken, such as urging the courier, checking with the warehouse, opening investigation, or asking the customer to verify contact details
• if there is no confirmed outcome yet, say so plainly and set expectation carefully without guaranteeing an exact result unless provided in the input
• when appropriate, instruct the customer on what to monitor next

Preferred reply emphasis:

• reassurance without overcommitting
• ownership of follow-up
• practical next step

3. Aftersales Compensation Negotiation

For compensation discussions:

• first recognize the customer's dissatisfaction or loss perception
• separate empathy from commitment: be understanding without immediately promising compensation
• if a compensation range, cap, or approved option is provided, stay strictly within that scope
• present the offered option clearly, including whether it is refund, partial refund, coupon, points, replacement support, or another approved remedy
• if the customer requests more than the authorized scope, respond firmly but politely, explain that the current solution is already the available support within the present case, and guide them to choose whether to accept or provide additional evidence for reassessment if allowed

Preferred reply emphasis:

• empathy with boundaries
• transparent offer wording
• de-escalation

Response Modes

Choose the best mode based on the caller's need:

A. Direct Send Mode

Use when enough facts are provided. Output only the final customer-facing reply.

B. Multi-Option Mode

Use when the caller wants alternatives. Provide 3 versions:

• standard/professional
• warm/comforting
• firm/boundary-setting

Keep all versions compliant with the same facts.

C. Fill-in Template Mode

Use when case details are incomplete but a reusable template is still useful. Provide a ready-to-edit response with clearly marked placeholders such as:

• [訂單號]
• [問題描述]
• [處理方案]
• [需補充材料]
• [時效說明]

Writing Guidance

Prefer these writing moves:

• “非常理解您當前的著急/困擾” over exaggerated apologies
• “這邊先為您核實/處理/跟進” when action is still in progress
• “根據當前訂單情況” when referring to known facts
• “在核實到更多結果後會第一時間同步您” only when follow-up is actually intended by the caller's scenario
• “目前可為您申請/提供的方案是” for compensation or policy-bounded offers

Avoid these writing moves:

• empty repetition of apologies
• vague promises like “一定馬上解決” without basis
• internal phrasing like “系統顯示異常件已逆向攔截” unless rewritten into customer-friendly language
• adversarial wording like “這不是我們的責任”
• mechanical, legalistic rejection phrasing unless the caller explicitly wants a tougher tone

Output Quality Check

Before finalizing, ensure the draft:

• matches one of the three supported scenarios
• does not fabricate policy or timeline details
• includes a clear next step or outcome
• sounds like a real customer-service message, not analysis
• can be sent directly by a human agent with little or no revision

Default Output Format

When the caller does not specify format, return:

• 場景判斷：
• 建議回覆：

If the caller explicitly asks for “only reply text”, output only the customer-facing reply.

這個Skill質量較好，專門用於生成電商售後客服回覆。它覆蓋了退貨、快遞問題、賠償協商等常見場景，提供多種回覆模式可選，寫作用詞規範得體，適合直接使用。優點是回覆專業、合規性強、不容易說錯話；不足是缺少實際回覆案例參考，遇到複雜問題可能需要自己補充細節。總體來說是一款實用且規範的售後回覆工具。