AI Commerce OS

客服

客户消息、工单、退款风险和客服回复草稿。

客服运营总览
高风险动作先审批，回复只手动发送
客户消息
3
就绪
高风险消息
1
高
待审批售后
0
就绪
可发送回复
0
就绪
已手动发送
0
就绪
后续高风险
0
就绪
今日重点
  • - Keep answering product questions with confirmed listing and supplier facts.
消息分流队列
可回答: 1
需证据: 2
待审批: 0
可发送: 0
  • - Collect missing evidence for refund, shipping, and unclear product questions.
  • - Generate answer packets for low-risk product questions and send only after operator review.
优先处理消息
退款 / 纠纷需补证据100需审批
Create an after-sales case, collect evidence, and request owner approval before replying.
/api/v1/customer/messages/60000000-0000-0000-0000-000000000002/after-sales-case
物流问题需补证据68
Check carrier tracking and generate a buyer answer packet after confirming the last scan.
/api/v1/customer/messages/60000000-0000-0000-0000-000000000001/answer-packet
商品问题可生成回答25
Generate the buyer answer packet, verify evidence, then copy the reply manually into Temu.
/api/v1/customer/messages/60000000-0000-0000-0000-000000000003/answer-packet
标准处理 SOP
退款 / 纠纷
需要审批
触发场景
Buyer asks for refund, mismatch, defect, missing item, or platform intervention.
安全回复
Acknowledge the issue, request clear evidence, and say the case will be reviewed according to platform policy.
必查证据
  • - Buyer photo or video
  • - Order and SKU
  • - Product listing claims
  • - Platform policy context
Always create approval before promising refund, replacement, coupon, or compensation.
物流问题
就绪
触发场景
Buyer asks where the parcel is, tracking is delayed, or delivery status is unclear.
安全回复
Share only verified tracking facts and say you will follow up with carrier updates.
必查证据
  • - Carrier tracking
  • - Order shipment status
  • - Last scan time
Escalate if carrier shows exception, parcel is lost, or buyer asks for refund.
商品问题
就绪
触发场景
Buyer asks product specification, compatibility, variant, use case, or listing detail.
安全回复
Answer only confirmed facts and help the buyer choose the correct option.
必查证据
  • - Listing copy
  • - SKU attributes
  • - Supplier quote or sample note
Escalate if the answer touches safety, regulated claims, warranty, or refund eligibility.
事项
负责人
状态
风险
Where is my package? Tracking has not changed.
shipping
buyer
中
I want a refund because the item does not match the photos.
refund
buyer
高
Does this printer work with 58mm thermal label paper?
product_question
buyer
低
售后 / 买家问题回复工作台
记录已持久化Customer service manual-send and outcome records are persisted in PostgreSQL.
选择客户消息后生成问题回答包、售后回复草稿和处理方案。