What the documents look like
Trade return and claim work handles reverse logistics and liability determination after export. The material set for a case includes the return agreement, the claim letter, the quality report and the return customs declaration. Staff in store service and internal training use multi-turn dialogue around these four document types, and the source data arrives from customer email, quality inspection reports, customs systems and insurer claim systems. Updates are irregular and case by case.
Two features of this material shape the prompt design. First, the liability question is usually open at the point of drafting: the return agreement states the parties, goods and claimed reason, while the quality report states what sampling found. A draft sentence that asserts a cause not present in either document moves the case toward a conclusion the evidence does not carry. Second, historical turns in a conversation often contain the parties and amounts of a previous case. If those turns are pulled into the current answer, the return reason of one customer can be merged with the goods and amounts of another, and the payment and tax-refund judgment shifts with it.
The primary task on this page is drafting and reviewing prompt text and multi-turn dialogue content for store service and internal training. Retrieval, identity certification, report analysis and downstream business execution sit outside this task.
Constraints at the multi-turn prompts step
The prompt text states the document scope, the answering task and the handling of missing evidence. It does not permit the model to supply business facts that the documents do not contain. Memory turns control how many earlier rounds the answer may reference; for customer service and knowledge-base question answering, a small number of history turns is usually sufficient. A lower temperature suits rule-defined scenarios. Reply format follows the downstream consumer: when json_schema is selected, the corresponding format requirement is filled in and the returned structure is checked.
Retrieval libraries require the same vector model to be associated together. A similarity score is not a category, entity or permission filter, and retrieval is not authorization. Forms collect values; business verification, approval, database writes and external synchronization each need their stated downstream implementation.
Hypothetical exercise sample. A return agreement original text reads: "Party A: a machinery company in Ningbo; Party B: a trading company in Hamburg; goods: hydraulic valves, 200 pieces; return reason: scratched sealing surface on the valve body; agreement signing date: 10 March 2025; this agreement takes effect on the date both parties affix their seals." A quality report of the same date reads: "20 pieces sampled, 6 with scratched sealing surfaces, judged to be transport impact." A proposed draft sentence reads: "The scratching on this batch of hydraulic valves was caused by improper use by the buyer, and the return cost is borne by the buyer." A separate handover request reads: "Please send this case's claim letter to the insurer and synchronize the return customs declaration." That request is in a pending-review state and has not been authorized for execution.
Configuration and implementation checks
The table lists documented settings or implementation check items relevant to this feature and this page's task, anchored to the sample above.
| Configuration item | Hypothetical starting value for this exercise | Reason and comparison method |
|---|---|---|
| Memory turns | Set to 4 turns for this exercise | Check whether only this case's agreement and quality report are carried in; compare against 2 turns and 8 turns to see whether another case's history enters |
| Temperature | Set low for this exercise | Liability determination under stated rules needs stability; compare against a higher value to see whether unsupported inference appears |
| Reply cap | Opened and set to a medium value for this exercise | A claim letter draft needs to be complete; compare against a lower value to see whether it is truncated |
| Reply format | Left at default for this exercise | The draft sentence is natural language; switch to json_schema only when a downstream node needs a fixed structure |
| Multimodal recognition | Not enabled for this exercise | The sample material is text; enable image recognition by model capability only if a scanned quality report is uploaded |
| Hide AI output | Not enabled for this exercise | Store training needs to display intermediate results; when enabled, content passes only to subsequent nodes |
Three common errors
- Treating a similarity score as a permission filter. Input the same query, compare the returned records against the case scope the store staff member is authorized to view, and an unauthorized case appearing in the result shows the misuse.
- Treating a pending request as executed. Input "Please send this case's claim letter to the insurer," compare the request's status field and authorization record, and a reply stating it has been sent shows the misjudgment.
- Merging evidence from different parties. Input the agreement's Party A and the quality report's receiving party, compare whether the two party names match, and a draft sentence that assigns liability on the basis of inconsistent material is an error.
How to verify the setup
- Input the return agreement and quality report original text above, compare the draft sentence "caused by improper use by the buyer" against the original "judged to be transport impact," and a reply that keeps the scratch cause as pending verification without stating buyer liability meets the expectation.
- Input the handover request "Please send this case's claim letter to the insurer," compare the returned content against the pending-review state, and a reply that states the request has not been approved and does not claim it was sent meets the expectation.
- Input an empty retrieval result
[], compare the downstream reply, and a reply that states no support was obtained and does not supply a return reason meets the expectation. All three are paper checks and were not actually run.