complaint-handler

by fangwei-frank

Install this Skill

curl -fsSL -o complaint-handler.zip https://skill.seembox.com/api/v1/skills/complaint-handler/download && unzip complaint-handler.zip

Download complaint-handler.zip

SKILL.md About

---
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: 🎧
---

# 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.

---

## 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](references/classification-guide.md)

---

## 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](references/response-templates.md)

---

## 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

---

## 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

_meta.json Metadata

{
  "ownerId": "kn70maw8qkhfexgz1ghx4fq0sh83eh3k",
  "publishedAt": 1774234219209,
  "slug": "complaint-handler",
  "version": "1.0.0"
}