E-commerce Return & Exchange Reply

Generate standardized, policy-compliant customer service replies for buyer return, exchange, and refund inquiries in e-commerce scenarios. Use when drafting...

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.