Approach and advantage
The output separates a short sendable draft, an expanded explanation and internal notes. Support staff can choose the customer-facing version while retaining handling details that should stay inside the team.
IntermediateOpenClaw Skill
Ecommerce Customer Service Pro
Create ecommerce customer service templates for the actual question in front of your team. Provide the customer message, product, channel and confirmed store policy; this Skill prepares a concise reply, an expanded version and internal handling notes, helping support staff respond clearly without inventing refunds, delivery promises or order facts.
- Views
- 0
- Copies
- 0
- Favorites
- 0
- Editorial Score
- 83/100
What this Skill does
The workflow first identifies the industry and support scenario, then adapts the response to the product and the customer's concern. It can help with replies, FAQs, support SOPs and partner messages when the relevant policy and facts are supplied.
Use it as a drafting assistant alongside your existing helpdesk. The package does not read inboxes, look up orders or issue refunds. Confirm the operational facts first, review any replaceable fields and escalation notes, then send the approved reply through your normal support channel.
What makes it different
What you can use it for
Industry, product and escalation rules guide the wording instead of relying on a universal apology template. Replaceable fields make missing details visible, so the team can fill confirmed information before reusing a reply as a template.
Before you install
Inputs to prepare
Industry, product, channel, customer message, confirmed policy, desired tone, and escalation rules.
Agent and runtime
Use a compatible agent that can discover the installed Skill and read its supporting files. Any external service or creative runtime must be configured separately.
Scope to confirm
No inbox, order system, or refund API is connected. ClawHub package 2.0.1 contains a SKILL.md still declaring 1.0.0; this page identifies the package version.
Install and get started
Send this request to the OpenClaw agent that will use the Skill. It installs the named publisher’s release and checks the workspace configuration.
- Use the current OpenClaw CLI in the workspace where this Skill should run.
- Install the owner-qualified version below; inspect its path and dependencies with the info command.
- Start a new agent session and read the installed instructions before configuring its required services.
Install @52yuanchangxing/ecommerce-customer-service-pro version 2.0.1 in my active OpenClaw workspace. Use the original ClawHub release, not a same-named substitute. First check whether it is already installed; do not force-overwrite local changes. Run:
openclaw skills install @52yuanchangxing/ecommerce-customer-service-pro --version 2.0.1
openclaw skills info ecommerce-customer-service-pro
Read SKILL.md and all setup references, identify required tools, dependencies and credentials, and report the actual version, path and readiness. Start a new session if needed. Do not describe package installation as a successful business-task test.Original Skill.md
This is the unchanged source SKILL.md for the reviewed version. Install the complete package to retain referenced scripts, assets, and instructions. Starter prompts below are EcomAgentTools examples.
---
name: ecommerce-customer-service-pro
description: 行业可选的智能电商客服技能。用于售前咨询、售中跟进、催付催单、发货物流、售后处理、退款退换、投诉安抚、差评挽回、FAQ整理、达人与机构商务沟通等场景；先识别行业与场景，再输出全面、合规、可直接发送的话术与处理建议。
version: 1.0.0
metadata:
openclaw:
emoji: "🛍️"
skillKey: "ecom-cs"
---
# 智能电商客服
用于电商、品牌、私域、平台店铺、达人合作与渠道商务等客服/沟通任务。
## 何时使用
在以下情况优先使用本技能：
- 用户要写或优化电商客服话术
- 用户要做售前、售中、售后、物流、退款、投诉、催付、回访、安抚、复购等回复
- 用户要整理 FAQ、快捷短语、自动回复、客服 SOP、升级规则
- 用户要给达人、机构、团长、代理、分销或渠道伙伴发送商务沟通话术
- 用户要把同一问题改写成不同语气：正式、温和、强引导、简洁、平台客服风、私域微信风
## 核心目标
1. 先判断行业，再判断场景，再输出可直接发送版本。
2. 回复要完整、稳妥、易复制，避免虚假承诺与违规表达。
3. 缺少关键信息时，优先使用保守模板和占位符，不擅自编造政策。
4. 面对风险场景，先安抚，再给路径，再说明时效，再给升级动作。
## 首选工作流
### 第一步：识别或让用户选择行业
如果用户已经明确说明行业，直接进入第二步。
如果用户未说明行业，先提供以下可选菜单，并允许用户补充自定义行业：
1. 食品/零食/饮料
2. 营养保健/功能食品
3. 美妆护肤/个护洗护
4. 服饰鞋包/配饰
5. 家居日用/百货
6. 数码3C/家电
7. 母婴/玩具
8. 宠物用品
9. 生鲜冷链
10. 教培/软件/SaaS/虚拟产品
11. 本地生活/酒旅/票务
12. 汽配/工业品/B2B
13. 跨境电商
14. 其他行业（让用户补充）
若用户没有回复行业但又急需成稿，先按“通用电商模板”输出，并显式标记可替换字段。
行业细节参考：`references/industry-profiles.md`
### 第二步：判断场景
先识别属于哪类任务：
- 售前：咨询、种草、卖点解释、促单、催付、活动说明
- 售中：改地址、发货、物流异常、缺货、补发、时效说明
- 售后：退货、退款、换货、质量异议、破损、少件、差评、投诉
- 运营：FAQ、快捷短语、自动回复、SOP、回访、唤醒复购
- 商务：达人邀约、机构合作、样品寄送、排期跟进、佣金机制、结案回收
场景模板参考：`references/scene-playbooks.md`
### 第三步：补齐最少必要变量
尽量从上下文提取；不足时用占位符，不要硬编。
优先补齐：
- 品牌名 / 店铺名
- 产品名 / 服务名
- 平台或渠道（抖音、淘宝、天猫、京东、拼多多、小红书、微信私域等）
- 具体场景
- 期望语气（亲切、专业、安抚、强执行、商务）
- 真实政策边界（价格、赠品、发货时效、退款条件、保修范围）
平台与渠道表达建议参考：`references/platform-notes.md`
### 第四步：执行合规检查
输出前必须检查：
- 是否把未提供的信息说成既定事实
- 是否夸大产品功效、承诺绝对结果、承诺最低价、承诺百分百时效
- 是否在食品、美妆、母婴、保健等高敏行业出现治疗、根治、医学级、零风险等高风险表述
- 是否索要不必要或敏感隐私
- 是否遗漏下一步动作、时效说明、升级方式
规则参考：`references/compliance-guide.md`
### 第五步：按默认交付格式输出
除非用户另有要求，默认给出以下 4 段：
1. **可直接发送版**：一段即可复制发送
2. **加强版**：更完整、适合人工客服或私域沟通
3. **内部处理要点**：给客服主管/运营看的执行备注
4. **可替换字段**：列出应由品牌自行确认的字段
当用户要求做 FAQ、知识库、SOP 时，优先参考：`references/output-templates.md`
## 硬性规则
- 不得捏造库存、资质、功效、授权、活动、快递时效、赔付政策、佣金政策。
- 不得输出医疗诊断、投资承诺、法律结论式建议。
- 不得诱导用户绕开平台规则、伪造凭证、编造售后理由。
- 涉及食品、营养保健、美妆、母婴、生鲜、酒旅、跨境等高风险行业时，语言必须更保守。
- 涉及情绪激烈投诉时，先共情安抚，再收集关键信息，再给处理方案。
- 用户若要“更有成交感”，可以增强价值表达与行动引导，但不能突破合规边界。
## 默认表达原则
- 先回应情绪，再回应问题
- 先给结论，再给细节
- 先说能做什么，再解释不能做什么
- 先给明确下一步，再给预计时效
- 句子尽量短，避免堆砌术语
- 平台客服偏简洁，私域沟通可更有温度
## 输出风格映射
- **平台客服风**：简洁、稳妥、流程清晰
- **私域成交风**：亲切、强调陪伴感、但不过度热情
- **品牌官方风**：专业、统一、偏书面
- **达人商务风**：高效、尊重对方时间、重点突出合作价值
- **投诉安抚风**：克制、共情、避免对抗、明确跟进节点
## 触发后应优先读取的参考文件
- 行业差异：`references/industry-profiles.md`
- 场景话术：`references/scene-playbooks.md`
- 合规边界：`references/compliance-guide.md`
- 平台口吻：`references/platform-notes.md`
- FAQ / SOP / 知识库格式：`references/output-templates.md`
## 快速示例
### 示例 1：用户没给行业
用户：帮我写一个客服回复，顾客嫌贵。
处理：先让用户选行业；如果用户没时间补充，先给通用版，再提示可按行业细化。
### 示例 2：食品行业售前
用户：我们卖曲奇，客户问这个有没有效果，怎么回？
处理：使用食品/零食行业规则，不把普通食品说成治疗或保健效果；强调配方、口感、适用场景、食用建议，以真实卖点代替功效承诺。
### 示例 3：达人商务跟进
用户：帮我写一个给达人催排期的话术。
处理：用商务沟通模板，语气礼貌、明确节点、便于对方快速回复；不要压迫式催促。
## 结果质量标准
合格输出应同时满足：
- 能直接复制发送
- 读起来像真人客服，不像生硬模板
- 不越过合规边界
- 对当前场景有明确下一步
- 可根据行业快速微调
Get started
Starter prompts for the main use cases—copy and use them directly.
01Draft a shipping-delay response within confirmed policy
Draft a shipping-delay response within confirmed policy Use for: Draft a shipping-delay response within confirmed policy. Prepare: Industry, product, channel, customer message, confirmed policy, desired tone, and escalation rules.
Show prompt and variablesHide prompt and variables
Draft a shipping-delay response within confirmed policy
Draft a shipping-delay response within confirmed policy Use for: Draft a shipping-delay response within confirmed policy. Prepare: Industry, product, channel, customer message, confirmed policy, desired tone, and escalation rules.
Use the installed ecommerce-customer-service-pro Skill. Task: Draft a shipping-delay response within confirmed policy. Inputs: [INPUT]. Constraints: [CONSTRAINTS]. Check missing information first. Produce a reviewable result with evidence, assumptions, and next steps. No inbox, order system, or refund API is connected. ClawHub package 2.0.1 contains a SKILL.md still declaring 1.0.0; this page identifies the package version.Replace these variables
[INPUT]- Industry, product, channel, customer message, confirmed policy, desired tone, and escalation rules.
[CONSTRAINTS]- Scope, allowed actions, output format, and review requirements.
02Prepare complaint handling and escalation notes
Prepare complaint handling and escalation notes Use for: Prepare complaint handling and escalation notes. Prepare: Industry, product, channel, customer message, confirmed policy, desired tone, and escalation rules.
Show prompt and variablesHide prompt and variables
Prepare complaint handling and escalation notes
Prepare complaint handling and escalation notes Use for: Prepare complaint handling and escalation notes. Prepare: Industry, product, channel, customer message, confirmed policy, desired tone, and escalation rules.
Use the installed ecommerce-customer-service-pro Skill. Task: Prepare complaint handling and escalation notes. Inputs: [INPUT]. Constraints: [CONSTRAINTS]. Check missing information first. Produce a reviewable result with evidence, assumptions, and next steps. No inbox, order system, or refund API is connected. ClawHub package 2.0.1 contains a SKILL.md still declaring 1.0.0; this page identifies the package version.Replace these variables
[INPUT]- Industry, product, channel, customer message, confirmed policy, desired tone, and escalation rules.
[CONSTRAINTS]- Scope, allowed actions, output format, and review requirements.
03Build industry-specific FAQs or partner outreach drafts
Build industry-specific FAQs or partner outreach drafts Use for: Build industry-specific FAQs or partner outreach drafts. Prepare: Industry, product, channel, customer message, confirmed policy, desired tone, and escalation rules.
Show prompt and variablesHide prompt and variables
Build industry-specific FAQs or partner outreach drafts
Build industry-specific FAQs or partner outreach drafts Use for: Build industry-specific FAQs or partner outreach drafts. Prepare: Industry, product, channel, customer message, confirmed policy, desired tone, and escalation rules.
Use the installed ecommerce-customer-service-pro Skill. Task: Build industry-specific FAQs or partner outreach drafts. Inputs: [INPUT]. Constraints: [CONSTRAINTS]. Check missing information first. Produce a reviewable result with evidence, assumptions, and next steps. No inbox, order system, or refund API is connected. ClawHub package 2.0.1 contains a SKILL.md still declaring 1.0.0; this page identifies the package version.Replace these variables
[INPUT]- Industry, product, channel, customer message, confirmed policy, desired tone, and escalation rules.
[CONSTRAINTS]- Scope, allowed actions, output format, and review requirements.
Worked example: Prepare a return reply and internal support instructions
A fictional home-goods store receives the A100 return request. Product facts, policy, channel and team responsibilities support a direct reply, expanded version, FAQs and internal handling notes.
Steps and prompt
- Prepare the attached business materials, preserving amounts, units, dates and metric definitions.
- Write a customer-ready English response to the supplied unopened-item return request, with a concise and an expanded version. Confirm eligibility from delivery dates and the policy, avoid promising an unapproved refund, and provide the internal handling checklist, escalation rule and reusable FAQ entries.
- Submit the exact prompt below. Read the primary deliverable on the right and download all deliverables for the team handoff.
Case input files: business-inputs.zip
Use the ecommerce-customer-service-pro Skill.
Write a customer-ready English response to the supplied unopened-item return request, with a concise and an expanded version. Confirm eligibility from delivery dates and the policy, avoid promising an unapproved refund, and provide the internal handling checklist, escalation rule and reusable FAQ entries.
The attached business materials are:
- inputs/merchant.json
- inputs/request.json
Deliver a complete result.md report that the operations team can read, plus any finished files needed for this task. Keep supporting calculations and evidence with the deliverables. Write the report in English; use the requested target language for customer-facing copy. The business datasets are fictional examples unless the brief explicitly names a live public website.What the run produced
The primary file produced by this prompt is shown below in its original language.
Return reply for unopened order A100
Scenario: US direct-to-consumer homeware support, after-sales return. The item was delivered October 20 and the request arrived November 3, 2026, 14 calendar days later. Its stated unopened and unused condition falls within the supplied 30-day unused-return window. That establishes eligibility for the process, not final refund approval.
Concise customer-ready reply
Hi, thanks for contacting HarborMug about order A100. Your unopened, unused item is within our 30-day return window. Please reply to your original order email with A100 so we can arrange the authorized return instructions and label. Please wait for those instructions before sending the mug back. I'll update you within one business day. Return postage and the refund timeline still need confirmation, and the final refund requires merchant approval.
Best, Mia HarborMug Support
Expanded customer-ready reply
Hi, thanks for getting in touch about returning order A100. I can help with the next steps.
Your order was delivered on October 20, and you requested the return on November 3. As the mug is unopened and unused, it is within our 30-day unused-item return window.
Please reply to the original order email and include A100. I'll request the merchant-authorized return label and address, then send the instructions to you. Please keep the item unused and wait for those instructions before posting it; we do not want it sent to an unconfirmed address.
I'll send a status update within one business day. I am also confirming who covers the return postage, the refund processing timeline and whether any original shipping charge is refundable. The final refund remains subject to merchant approval. The one-business-day update is a support response target, not a promise that the refund will be completed by then.
You can reply in the same email thread if you need help with any of the steps.
Best, Mia HarborMug Support
Internal handling checklist
- Match the original order thread and A100; confirm delivery and the stated unused condition. Do not request payment credentials, government ID or unrelated personal information.
- Record delivery October 20, request November 3 and 14 elapsed calendar days. Keep the return window separate from business-day support timing.
- Support owner requests an authorized label and return address. Do not invent a warehouse address or send the customer to an unapproved location.
- Escalation owner confirms return-postage responsibility, refund timing and treatment of the original shipping fee before those details are communicated.
- Send the approved status update within one business day even if the policy decision is still pending. Track the update separately from refund completion.
- After return instructions and receipt checks, record the merchant's refund decision. Never mark refunded until the actual transaction succeeds and can be reconciled.
Escalate when facts conflict, the item is used, the request is outside the policy window, a refund exception is requested, or the approved support-update target is at risk. This case needs policy clarification for postage and timing, not a fabricated instant refund or discount.
Reusable FAQ entries
Can I return an unopened mug? Unused items may enter the return process within 30 days of delivery. Final refunds require merchant approval.
How do I get the return instructions? Reply to the original order email with your order number. Support will request the authorized label and address. Wait for the instructions before sending the item.
Is return shipping free? That has not been confirmed in the supplied policy. Support must confirm postage responsibility before promising a free label.
When will I receive my refund? The refund timeline still requires approval. A support update within one business day does not mean the refund will arrive within one day.
Will the original delivery charge be refunded? The supplied policy does not resolve that point. The escalation owner must confirm it for the request.
The output is a completed response draft and handling plan based on fictional merchant facts. No email, return label or refund has been sent or issued. Creator outreach appears in the broad input bundle but is outside this exact return-response prompt, so no business contact message was generated or sent.
Merchant business data is synthetic. Website observations, when present, come from the public URLs listed in the report.
Risks and operating notes
Known limits
No inbox, order system, or refund API is connected. ClawHub package 2.0.1 contains a SKILL.md still declaring 1.0.0; this page identifies the package version.
Evidence and review
Source and package files reviewed: ClawHub 2.0.1. This is a static review, not an installation or business-outcome test.
Before acting on the result
Use authorized inputs and keep secrets out of prompts. Review customer-facing claims, calculations, code changes, and any proposed external action before applying them.
Frequently asked questions
What does it do, and what is the advantage?
Draft industry-aware ecommerce support replies, FAQs, SOPs, and partner messages. The workflow identifies industry and scenario, then provides a sendable draft, expanded reply, internal notes, and replaceable fields.
How do I install it and start?
Choose the method for your agent and install the complete package, not just the displayed SKILL.md. Industry, product, channel, customer message, confirmed policy, desired tone, and escalation rules. Start a new agent session and explicitly ask to use ecommerce-customer-service-pro. Try one use case below with a small sample and review the output.
Which situations is it useful for?
Draft a shipping-delay response within confirmed policy; Prepare complaint handling and escalation notes; Build industry-specific FAQs or partner outreach drafts
What limitations should I know?
No inbox, order system, or refund API is connected. ClawHub package 2.0.1 contains a SKILL.md still declaring 1.0.0; this page identifies the package version.
What was checked for this page?
Source and package files reviewed: ClawHub 2.0.1. This is a static review, not an installation or business-outcome test.
vx：17605205782
Source and package files reviewed: ClawHub 2.0.1. This is a static review, not an installation or business-outcome test.
Original pageClawHubUsage terms
Source and package files reviewed: ClawHub 2.0.1. This is a static review, not an installation or business-outcome test.
No reviews yet.