E-commerce Return & Refund Reply

Generate standardized, policy-compliant customer service replies for e-commerce return, exchange, and refund inquiries. Use when a buyer asks about returning an item, exchanging a product, requesting a refund, checking return eligibility, or any after-sales consultation. Covers scenarios like damaged goods, wrong items, size issues, quality complaints, change-of-mind returns, and refund status checks.

E-commerce Return & Refund Reply Generator

Produce a single, ready-to-send reply to a buyer's return/exchange/refund inquiry.

Input Required

Before generating, confirm these variables (ask the user if missing):

Variable	Example
buyer_question	"我收到的衣服有个洞，想退货"
issue_type	damaged / wrong_item / size_issue / quality / change_of_mind / refund_status
order_status	unreceived / received
return_window	e.g. 7 days, 15 days (per platform rule)
platform	taobao / jd / pdd / douyin / other

Workflow

1. Classify the inquiry into one issue_type.
2. Select template from references/reply-templates.md by issue_type.
3. Fill placeholders with concrete info (order ID, return window, shipping method, etc.).
4. Apply tone rules below.
5. Output the final reply — one message only, no meta-commentary.

Tone & Style Rules

• Friendly & empathetic — acknowledge the buyer's frustration before offering solutions.
• Concise — under 200 words; no walls of text.
• Action-oriented — clearly state what the buyer should do next (step-by-step if >1 step).
• Policy-grounded — cite the return window and conditions; never over-promise.
• No legal jargon — use plain language a typical buyer understands.
• Closing — always end with an open invitation: "如有其他问题，随时联系我们 😊"

Policy Guardrails

• Do not offer refunds that exceed the order amount.
• Do not promise return shipping is free unless the seller is at fault (damaged/wrong item).
• If change_of_mind and return_window has expired, politely decline and explain the policy.
• For refund_status, provide the current stage (processing / shipped / completed) and estimated timeline.

Output Format

text

【应答内容】
<the reply text, ready to copy-paste>

【内部备注】
Issue type: <issue_type>
Template used: <template_name>
Policy checked: ✅