# 建立客服答案知識庫

這是三個檔案的虛構客服練習：把有日期的退款政策和舊版回覆對照，寫出保留缺少資料的回答。

## 任務

只根據三個來源檔，整理一則退款客服答案。指出目前期限，分清直接結帳與市集購買，列出仍需確認的資料，並標出過時或不安全的指示。每個結論都用 [[filename]] 引用。

## 預期推理

有日期的政策支持直接結帳一般方案與年費方案在購買後 30 個日曆日內提出退款申請。舊版 14 日回覆已過時；缺少購買管道、日期或交易編號時要保留問題，重複扣款或例外仍由 Billing 人員審查。

## 完整來源資料包

### Refund policy — revision 1 — refund-policy-2026-04.md

```markdown
# Refund policy — revision 1
Effective: 2026-04-15
Scope: purchases made through the direct checkout.

- A standard refund request is eligible when it arrives within 30 calendar days after purchase.
- Annual plans follow the same 30-day window; after day 30, do not promise an automatic refund.
- For a duplicate charge, verify the transaction IDs and escalate to Billing. Do not promise a refund before review.
- If the purchase channel, purchase date, or transaction ID is missing, ask for it before deciding.
- Marketplace purchases are outside this policy and must be routed to marketplace support.
```

### Support answer playbook — support-playbook.md

```markdown
# Support answer playbook
Revision: 2026-04-20

Before making a policy answer, record the order ID, purchase channel, purchase date, and the customer's requested remedy.

For a direct-checkout request inside the stated policy window, explain the rule and offer to send the case for refund review. For a request outside the window, state that an automatic refund is not promised and route an exception request to Billing.

If the channel or date is unknown, ask the customer instead of inferring it. Keep marketplace cases with marketplace support. A support answer must separate what the sources say from what Billing still has to decide.
```

### Legacy refund canned reply — refund-canned-reply.md

```markdown
# Legacy refund canned reply
Status: owner review pending

Thanks for contacting us. Direct-checkout refunds can be requested within 14 days of purchase. If the purchase date is missing, use the date shown in the ticket and continue.

This reply does not distinguish direct checkout from marketplace purchases and does not describe duplicate-charge escalation.
```

## Reference answer: dated policy wins, missing facts stay open

The dated policy supports a 30-day direct-checkout window. The 14-day canned reply is stale, and a missing channel, date, or transaction ID must remain a question for the customer or Billing rather than an invented decision.

# Support refund answer — reference

## Warranted answer

For a purchase through the direct checkout, a standard refund request is eligible for review when it arrives within 30 calendar days after purchase. Annual plans follow the same window. [[refund-policy-2026-04.md]]

The response must first record the order ID, purchase channel, purchase date, and requested remedy. If the channel or date is missing, ask for it. If the request is outside the stated window, do not promise an automatic refund; route an exception request to Billing. [[support-playbook.md]]

Marketplace purchases are outside this policy and go to marketplace support. A duplicate charge requires transaction-ID verification and Billing review; the answer must not promise a refund before that review. [[refund-policy-2026-04.md]]

## What is stale or unknown

The legacy reply's 14-day window conflicts with the dated 30-day policy and must not be reused as current guidance. Its instruction to infer a missing date is also unsafe. [[refund-canned-reply.md]] [[refund-policy-2026-04.md]]

The sources do not decide whether Billing grants an exception or whether a specific transaction is a duplicate. A human owner still has to review those facts. [[support-playbook.md]]

## 變更後來源

### refund-policy-2026-04.md

```markdown
# Refund policy — revision 2
Effective: 2026-05-02
Scope: purchases made through the direct checkout.

- A standard refund request is eligible when it arrives within 45 calendar days after purchase.
- Annual plans follow the same 45-day window; after day 45, do not promise an automatic refund.
- For a duplicate charge, verify the transaction IDs and escalate to Billing. Do not promise a refund before review.
- If the purchase channel, purchase date, or transaction ID is missing, ask for it before deciding.
- Marketplace purchases are outside this policy and must be routed to marketplace support.
```

## 變更預期

The reference's 30-day conclusion becomes stale and must change to a 45-day direct-checkout window, including annual plans. The 14-day legacy reply remains stale. Duplicate-charge escalation, marketplace routing, and the requirement to ask for missing facts are unchanged; Billing still makes any exception decision.

## 審查邊界

核對 30 日政策與 14 日舊回覆，分清直接結帳與市集購買；缺少管道、日期或交易編號時要追問，例外與重複扣款交由 Billing 審查。

## 比較

單次練習用普通檔案加上仔細複核就能完成。當有日期的政策、舊版回覆與多次審查責任需要在大量客服答案之間保持連結時，來源連結的 wiki 才值得評估。

## 閱讀本地化頁面

https://wenlan.app/zh-TW/learn/build-customer-support-answer-knowledge-base