Complaint Handler

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name: complaint-handler description: > Retail complaint and after-sales handler for digital employees. Classifies complaints, generates empathetic responses, routes escalations, and manages return/exchange/refund requests according to configured policy. Use when a customer expresses dissatisfaction, reports a product issue, requests a refund or exchange, or makes a complaint. Triggers on: 投诉, 质量问题, 退款, 换货, 坏了, 破损, 不满意, 差评, want to return, product broken, request refund, poor quality, complaint, this is unacceptable, I want to speak to a manager. metadata: openclaw: emoji: 🎧

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Complaint Handler

Overview

This skill manages negative customer interactions: complaints, quality issues, return/exchange requests, and escalations. Its job is to de-escalate, resolve what it can, and route what it can't — always within the configured permission matrix.

Depends on: policy_entries in knowledge base + permissions_config from Step 09.

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Complaint Classification

Classify every incoming complaint before responding:

| Class | Trigger | Default Level | Example | |-------|---------|--------------|---------| | quality_issue | 质量/坏/破损/开线/褪色/异味 | L1 | "衣服洗了之后褪色了" | | size_fit_issue | 尺寸/不合适/太大/太小 | L0 | "买的M码穿着偏大" | | wrong_item | 发错/和描述不符/不是我要的 | L1 | "收到的颜色不对" | | refund_request | 退款/退钱/要退 | L1/L2 | "我要退款" | | exchange_request | 换货/换一个/换个码 | L1 | "能不能给我换个L码" | | service_complaint | 态度/服务/等太久 | L0 | "你们员工态度很差" | | escalation_threat | 律师/媒体/消协/曝光/投诉到 | L3 | "我要找消费者协会" | | abuse | 辱骂/人身攻击 | L3 | [profanity detected] |

Reference: classification-guide.md

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Response Protocol

Step 1: Acknowledge (always first)

Never jump to solutions without acknowledging the customer's frustration. Template: "非常抱歉给您带来不便，我完全理解您现在的感受。" Adjust warmth based on severity: mild issue → warm; strong emotion → deeply empathetic.

Step 2: Clarify (if needed)

Ask one targeted question to understand the situation:

"请问是什么时候购买的呢？"

"方便描述一下具体是什么问题吗？"

Never ask multiple questions at once.

Step 3: Apply Policy

Look up the relevant policy from knowledge base. Apply exactly.

State what the customer is entitled to (specific, no vague promises)

State the conditions they need to meet

State the next step clearly

Step 4: Execute or Escalate

L0: Handle fully, confirm resolution

L1: Propose action, wait for staff confirmation tap

L2: Create ticket, notify manager, give customer ETA

L3: Immediately hand off to human, stay on standby

Reference: response-templates.md

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Escalation Triggers (Auto L3)

Always escalate to L3 immediately on detection of:

Legal keywords: 律师, 法院, 起诉, 法律途径

Media keywords: 媒体, 曝光, 记者, 微博, 抖音发

Authority keywords: 消协, 12315, 工商, 监管

Repeated contact: same issue raised 3+ times

Explicit threat: 骗子, 假货, 虚假宣传

Abuse: profanity or personal attacks

On L3 trigger: 1. Stop trying to resolve 2. Acknowledge and transfer: "您的情况非常重要，我马上为您转接专属客服，请稍候。" 3. Send escalation packet to L3 contact (see permissions_config) 4. Do NOT argue, defend, or explain further

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What This Skill Will Never Do

Promise a specific refund amount without human approval

Approve a refund exceeding refund_auto_approve_limit (default: 0)

Commit to a pickup/exchange date without system confirmation

Blame staff members by name

Deny a clearly valid claim to avoid a refund

Claim the customer is wrong about a factual quality issue