# Ecom Customer Service

> Respond to buyer messages and negative reviews, draft refund and return replies, review-request emails, Plan of Action appeals, FAQ, and CS KPI tracking. Use for complaint handling, account appeal, or after-sales support.

- Skill: `kangise/ecom-customer-service` (Agent Skill, multi-file: 8 files)
- Install (CLI): `npx skillmds@latest add kangise/ecom-customer-service`
- Raw SKILL.md: https://api.skillmd.com/api/skills/kangise/ecom-customer-service/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: kangise (https://skillmd.com/u/kangise)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/kangise/ecom-customer-service

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# Customer Service Skill

## When to Use

Respond to buyer messages and negative reviews, draft refund and return replies, review-request emails, Plan of Action appeals, FAQ, and CS KPI tracking. Use for complaint handling, account appeal, or after-sales support.

## Method

### Step 1: Read Platform Constraints

Read `references/constraints.md` for platform-specific rules (response deadlines, commitment boundaries, AI-content licensing).

### Step 2: Review Boundaries

Read `references/boundaries.md` to know when this skill should NOT be used.

### Step 3: Pick the Prompt

Pick the appropriate prompt from `references/playbook.md` for your scenario (review analysis, public reply, appeal letter, multilingual templates, review-request email, FAQ, return analysis, KPI design, sentiment monitoring).

### Step 4: Execute and Verify

Execute the prompt with your data. Use the `<自检>/<self_check>/<セルフチェック>` self-check block in each prompt to verify output quality before delivering results. Never send customer-facing content without a human check on commitments (refunds, compensation, timelines).

## References

- [Constraints](references/constraints.md) — Platform rules and limits
- [Playbook](references/playbook.md) — Prompt collection
- [Boundaries](references/boundaries.md) — When not to use

## Templates

Copy-ready prompt templates (in `assets/templates/`):

- [Negative Review Public Response](assets/templates/template-1-negative-review-response.md)
- [Review Request Email](assets/templates/template-2-review-request-email.md)
- [Plan of Action Appeal](assets/templates/template-3-plan-of-action-appeal.md)