ClawHub

Consumer Rights

Other

Generate complaint letters, 12315 filings, and escalation paths for consumer disputes in China.

Install

openclaw skills install consumer-rights

Consumer Rights

Use this skill when the user has a consumer dispute in China and needs structured escalation documents — complaint letters, 12315 filing, evidence checklist, and risk assessment.

Good triggers

  • "I got scammed on Pinduoduo, help me file a complaint."
  • "Write a 12315 complaint for defective electronics."
  • "Merchant won't refund — what are my rights?"
  • "Food safety issue, how do I escalate?"
  • "Generate consumer-rights documents for a false advertising case."

Workflow

  1. Parse user scenario. Identify dispute type: quality defect, false advertising, refund denial, food safety, counterfeit, delivery damage.

  2. Extract key fields. Platform, merchant name, amount paid, date of purchase, description of issue, existing evidence (screenshots, receipts, chat logs, tracking numbers).

  3. Map applicable laws. Based on dispute type, cite relevant provisions:

    • Quality defect → 消费者权益保护法 §24
    • False advertising → 广告法 §4/§56
    • Food safety → 食品安全法 §148
    • E-commerce → 电子商务法 §20/§38

  4. Assess win rate. Evaluate strength of evidence and amount in dispute:

    • Strong (clear receipts, screenshots, merchant admission) → 80-100%
    • Moderate (receipts exist, screenshots partial) → 50-80%
    • Weak (no receipt, incomplete chat records) → 10-50%

  5. Generate three escalation documents:

    • Merchant negotiation letter — polite, cites facts and law, requests resolution within 3 days
    • Platform complaint — formal submission to platform (PDD/Taobao/JD/Douyin) using their dispute-filing template
    • 12315 complaint application — ready-to-file structured PDF/Markdown with all required fields: product, merchant, amount, cause, demand

  6. Evidence checklist. Prioritize by usefulness:

    • Order page screenshot
    • Payment receipt
    • Chat logs with merchant
    • Product photos/video showing defect
    • Unboxing video (if applicable)
    • Third-party appraisal or report (for high-value items)

  7. Escalation path map. Lay out step-by-step:

    • Step 1: Merchant negotiation (3 days)
    • Step 2: Platform complaint (3-7 days)
    • Step 3: 12315 hotline (12315.cn / WeChat mini program) (7-15 days)
    • Step 4: Market Supervision Bureau (行政投诉)
    • Step 5: Small Claims Court (小额诉讼, amounts < 50K RMB)

  8. Litigation risk assessment. Cost-benefit analysis:

    • Legal costs (filing fees, possibly lawyer)
    • Time commitment (2-6 months for court)
    • Likely outcome vs settlement offers

  9. Package and output. Deliver a single bundled report containing all documents, checklist, escalation path, and risk note formatted for immediate use.

Sample prompt

consumer-rights complain --description "在拼多多买的手机标称512GB实际128GB，商家不承认，花费1899元"