E-commerce Return & Exchange Reply
/install ecommerce-return-reply
E-commerce Return & Exchange Reply Generator
Standardized prompt template for generating compliant, friendly after-sales responses.
Workflow
- Identify the buyer's issue category from the message.
- Read the corresponding rule section in
references/platform-rules.md. - 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.mdbefore 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.
- Make sure OpenClaw is installed (local or Docker)
- Run the install command in chat:
/install ecommerce-return-reply - After installation, invoke the skill by name or use
/ecommerce-return-reply - Provide required inputs per the skill's parameter spec and get structured output
What is 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... It is an AI Agent Skill for Claude Code / OpenClaw, with 58 downloads so far.
How do I install E-commerce Return & Exchange Reply?
Run "/install ecommerce-return-reply" in the OpenClaw or Claude Code chat to install it in one step — no extra setup required.
Is E-commerce Return & Exchange Reply free?
Yes, E-commerce Return & Exchange Reply is completely free, licensed under MIT-0. You can download, install and use it at no cost.
Which platforms does E-commerce Return & Exchange Reply support?
E-commerce Return & Exchange Reply is cross-platform and runs anywhere OpenClaw / Claude Code is available (cross-platform).
Who created E-commerce Return & Exchange Reply?
It is built and maintained by terrycarter1985 (@terrycarter1985); the current version is v1.0.0.