Store operations · Level Advanced · E-commerce After-sales Policy
After-sales: rules stated upfront
Refund disputes where users feel cheated.
Prompt
Four numbers: traffic, conversion, basket, repeat. Fix whichever fell hardest, one at a time.
Task: Refund disputes where users feel cheated.
[Before you start, do three things]
1. Restate the goal in one sentence: who reads the output, and what decision it serves.
2. If I have not given you the following, ask me. Do not assume:
- refund policy and platform rules
- common disputes
- cost impact
- competitor practice
3. Say how you plan to do it (at most 5 steps) and wait for my go-ahead.
[Go through each of these]
- put the conditions where they will be seen
- separate change-of-mind from defects
- give front-line a discretionary limit
- the path above that limit
[Process]
1. Locate the failing stage with data
2. Change one variable affecting it
3. Set the test period and criterion
4. Check the margin impact
5. Say which categories this does not apply to
[Output]
Diagnosis, one change, criterion, margin impact.
[Do not]
- Never change price and image together
- 'Improve experience' is not an action
- Never ignore return rate
- Platform rules are not suggestionsWhat to state before it starts
Leave these unsaid and the model fills them with an assumption. Most 'wrong answers' start here.
- refund policy and platform rules
- common disputes
- cost impact
- competitor practice
Go through each of these
Where this kind of work most often goes wrong. Already in the prompt, so you do not have to remember it.
- put the conditions where they will be seen
- separate change-of-mind from defects
- give front-line a discretionary limit
- the path above that limit