Description

电商售后客服规范应答生成器。支撑客服人员针对退换货申请、物流异常咨询、售后补偿协商三类高频售后诉求，快速生成符合品牌服务规范的统一话术。适用场景：(1) 用户发起退货/换货/退款申请需客服审核回复， (2) 用户咨询物流延误、丢件、破损等异常问题，(3) 用户对售后处理不满需协商补偿方案（优惠券、补发、折价等）...

README (SKILL.md)

电商售后客服规范应答生成器

Name: E-commerce After-sales Responder
Author: terrycarter1985

根据用户诉求类型，选择对应场景模块生成规范应答。三大场景：

场景	参考文件
退换货申请	references/return-exchange.md
物流异常咨询	references/logistics-issue.md
售后补偿协商	references/compensation.md

通用规范

所有应答必须遵循以下原则：

首句共情：先表达理解与歉意，再进入解决方案
信息确认：核实订单号、商品信息后再给出处理意见
方案明确：给出唯一或有限选项，避免开放式反问
时限承诺：明确告知下一步处理时限（如"48小时内"）
结尾关怀：以感谢语收尾，开放后续咨询入口
禁用承诺：不承诺"一定解决""绝对没问题"等绝对性表述
品牌一致：称谓统一使用"您"，品牌自称统一，语气温暖专业

应答生成流程

识别用户诉求所属场景（退换货 / 物流异常 / 补偿协商）
读取对应 references 文件
按文件中的话术模板与决策树，结合用户具体信息填充生成应答
检查应答是否符合通用规范 7 条原则
输出最终应答

多场景叠加

当用户诉求同时涉及多个场景时（如"物流破损要求换货并补偿"），按以下优先级逐段处理：

物流异常（先确认事实）
退换货（给出处理方案）
补偿协商（叠加补偿内容）

每段独立生成后合并为完整应答，段间自然衔接。

Usage Guidance

This skill appears proportionate for generating after-sales客服话术. Before sending generated replies to customers, staff should still verify the order facts, logistics status, refund rules, and authorized compensation limits.

Capability Analysis

Type: OpenClaw Skill Name: ecommerce-aftersales-responder Version: 1.0.0 The skill bundle is a standard customer service automation tool designed to generate standardized responses for e-commerce after-sales scenarios such as returns, logistics issues, and compensation negotiations. The files (SKILL.md and the reference markdown files) contain only logic, decision trees, and response templates. There is no executable code, no network activity, no data exfiltration, and no evidence of malicious prompt injection or hidden instructions.

Capability Assessment

✓ Purpose & Capability

The stated purpose—generating standardized e-commerce after-sales replies—matches the included reference files for returns, logistics issues, and compensation negotiation.

✓ Instruction Scope

The workflow is limited to identifying the customer-service scenario, reading the relevant local reference document, filling a template, and checking tone/service rules.

✓ Install Mechanism

There is no install specification, no required binaries, no environment variables, and no code files.

✓ Credentials

The artifacts only ask for order/logistics details that are expected for after-sales support, and they do not show storage, transmission, or unrelated data access.

✓ Persistence & Privilege

No persistence, background execution, credential use, account access, or system mutation authority is present in the provided artifacts.

Version History

v1.0.0

Initial release: return/exchange, logistics issue, compensation negotiation scenarios

Metadata

Slug ecommerce-aftersales-responder

Version 1.0.0

License MIT-0

All-time Installs 0

Active Installs 0

Total Versions 1

Frequently Asked Questions

What is E-commerce After-sales Responder?

电商售后客服规范应答生成器。支撑客服人员针对退换货申请、物流异常咨询、售后补偿协商三类高频售后诉求，快速生成符合品牌服务规范的统一话术。适用场景：(1) 用户发起退货/换货/退款申请需客服审核回复， (2) 用户咨询物流延误、丢件、破损等异常问题，(3) 用户对售后处理不满需协商补偿方案（优惠券、补发、折价等）... It is an AI Agent Skill for Claude Code / OpenClaw, with 57 downloads so far.

How do I install E-commerce After-sales Responder?

Run "/install ecommerce-aftersales-responder" in the OpenClaw or Claude Code chat to install it in one step — no extra setup required.

Is E-commerce After-sales Responder free?

Yes, E-commerce After-sales Responder is completely free, licensed under MIT-0. You can download, install and use it at no cost.

Which platforms does E-commerce After-sales Responder support?

E-commerce After-sales Responder is cross-platform and runs anywhere OpenClaw / Claude Code is available (cross-platform).

Who created E-commerce After-sales Responder?

It is built and maintained by terrycarter1985 (@terrycarter1985); the current version is v1.0.0.

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E-commerce After-sales Responder