Case #348

输入

工单ID（用于发送回复）

客户邮箱

运单号（可手动覆盖）

物流查询 fc（自动/可空）

客户邮件内容

操作步骤

AI分析

数据获取

生成和发送

订单字段

姓名：晓琳

订单号：8110679-1529

物流单号：IT965755481GB

店铺：TA-英国

产品：迷你摄像头-黑色

金额：89.0 GBP

物流信息

物流状态：NotFound

最新日期：2026-02-18

更新天数：0天

状态摘要

NotFound | days_update=0 | BARCELONA 4, DeliveryReady, 【BARCELONA 4】 Back To DS.

查看物流详细信息

Number:  6021126507039
Package status:  Pick up (8 Days)
Country:  China -> Spain
VYANG:
2026-02-18 14:35 BARCELONA 4, DeliveryReady, 【BARCELONA 4】 Back To DS.
2026-02-18 03:15 BARCELONA 4, DeliveryReady,
2026-02-17 15:40 BARCELONA 4, 【BARCELONA 4】Shipment out for delivery.
2026-02-17 15:40 BARCELONA 4, DeliveryReady, 【BARCELONA 4】Shipment out for delivery.
2026-02-17 15:22 BARCELONA 4, 【BARCELONA 4】Arrived.
2026-02-17 02:31 Madrid Center, InTransit, 【Madrid Center】Parcel shipped to【BARCELONA 4】.
2026-02-17 02:31 Madrid Center, 【Madrid Center】Parcel shipped to【BARCELONA 4】.
2026-02-16 22:34 Madrid Center, 【Madrid Center】Arrived.
2026-02-16 22:33 Madrid Center, 【Madrid Center】Received.
2026-02-16 22:00 Madrid Center, Shipment delivered to iMile RDC or Lastmile vendor
2026-02-15 21:55 InTransit Custom clearance completed
2026-02-15 21:55 Custom clearance completed
2026-02-15 14:32 Parcel arrives at Airport Parcel Arrival
2026-02-15 14:32 InTransit Parcel arrives at Airport, Parcel Arrival
2026-02-14 04:25 InTransit Parcel is leaving Airport, Parcel Leaving Port
2026-02-14 04:25 Parcel is leaving Airport Parcel Leaving Port
2026-02-13 16:00 Linehaul Agent, Parcel departure in Transit Facility, Parcel Departure
2026-02-13 15:00 Customs declaration completed
2026-02-13 15:00 InTransit Customs declaration completed
2026-02-13 02:53 Shenzhen, Parcel departure in Shenzhen Sorting Centre.
2026-02-12 20:02 Shenzhen, Parcel processed at Shenzhen Sorting Centre.
2026-02-12 20:02 Shenzhen, Parcel received at Shenzhen Sorting Centre.
2026-02-12 15:51 DONGGUAN, Depart from facility to service provider
2026-02-12 10:02 DONGGUAN, Shipment arrived
2026-02-11 10:49 Order Submited.
2026-02-11 10:49 Parcel Data Received
2026-02-11 10:49 Parcel information received
======================================
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AI历史分析结果

检测语言：en

分析时间：2026-02-18T22:46:54.219031

历史消息总结

2026-02-10 客户询问订单进度，未收到信息，客服回复包裹已发并提供追踪号 IT965755481GB。
2026-02-12 客户追踪出错，仍无进展，客服再次确认包裹在途，说明交付时长5-12工作日。
2026-02-16 客户收到产品后检查不满意，认为磁吸固定不安全，要求退货全额退款。
2026-02-16 客服提供两种方案：3%退款或退货后保留15%费用。

类型判断结果

category：

secondary_type：协商方案 B: 退10%保留 vs 自费退货

is_match：true

confidence：

logistics_status_summary：NotFound | days_update=0 | BARCELONA 4, DeliveryReady, 【BARCELONA 4】 Back To DS.

reasoning：

发送状态

last_send_status：success

last_send_at：2026-02-18T15:14:20Z

流水线状态

pipeline_status：COMPLETED

pipeline_at：

英文话术

Dear Craig Chisholm,

We're committed to resolving your concern and would like to offer two solutions:

1.We can refund 10% of your order amount while you keep the product.
2.You can return the item for a refund (shipping cost will be at your expense). Once we receive the undamaged product, we'll process your refund minus any applicable handling fees.

Important Note: Please don't send any returns until we provide the correct return address. The address on your package is not our returns facility - sending items there may result in loss.
Please let me know which option you prefer so I can assist you further.

Best regards,
Lin

中文话术

我们致力于解决您的问题，并愿意为您提供两种解决方案：
1.您可以选择保留商品，同时我们将在您所购订单金额中退还 10% 的款项。2.您可以将商品退回以获得退款（运费需由您承担）。一旦我们收到未损坏的商品，我们将扣除任何相关的手续费后为您办理退款。
重要提示：在我们提供正确的退货地址之前，请不要寄回任何商品。您包裹上的地址并非我们的退货服务地址——将商品寄往该地址可能会导致物品丢失。
请告知我您更倾向于哪种方式，以便我为您提供进一步的帮助。

目标语种话术 (english)

Dear Craig Chisholm,

We're committed to resolving your concern and would like to offer two solutions:

1.We can refund 10% of your order amount while you keep the product.
2.You can return the item for a refund (shipping cost will be at your expense). Once we receive the undamaged product, we'll process your refund minus any applicable handling fees.

Important Note: Please don't send any returns until we provide the correct return address. The address on your package is not our returns facility - sending items there may result in loss.
Please let me know which option you prefer so I can assist you further.

Best regards,
Lin

物流详情