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#

CategoryTrigger KeywordsReturn (refund only)退货, 退款, 不想要了, doesn't fit, changed mindExchange换货, 换颜色, 换尺码, wrong size, wrong colorDamaged / Defective破损, 坏了, 质量问题, cracked, defective, broken on arrivalWrong Item发错货, 收到不一样, wrong item, not what I orderedPartial Refund补偿, 差价, partial refund, price differenceCancellation取消订单, 不买了, cancel my order

Output Template#

Every reply must contain these sections in order:

text

【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.