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):

VariableExamplebuyer_question"我收到的衣服有个洞，想退货"issue_typedamaged / wrong_item / size_issue / quality / change_of_mind / refund_statusorder_statusunreceived / receivedreturn_windowe.g. 7 days, 15 days (per platform rule)platformtaobao / 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: ✅