# Day 8 · 工单分类标签 + 回复模板库

> 配 `tickets.csv`（200 条多语言工单，列：`ticket_id, created_at, email, language, body`）。
> 学员任务：让 Codex 识别语言 → 翻译 → 分类 → 套模板生成回复初稿（用户语言 + 中文对照）。

## 工单分类标签（6 类）

| 标签 | 含义 | 优先级 |
|------|------|--------|
| `物流` | 未收到 / 延迟 / 关税 / 物流查询 | 🔴 高 |
| `质量` | 漏液 / 破损 / 变质 / 过敏 | 🔴 高 |
| `退换款` | 退货 / 退款 / 重复扣款 | 🔴 高 |
| `产品咨询` | 成分 / 适用性 / 用法 | 🟡 中 |
| `订阅账户` | 取消订阅 / 折扣码 / 账户问题 | 🟡 中 |
| `批发/其他` | B2B 咨询 / 补货咨询 / 好评 | 🟢 低 |

## 优先级规则
含"过敏/红肿/刺痛/重复扣款/3周未到"等词 → 自动升级为 🔴 紧急，置顶处理。

## 回复模板库（按分类，Codex 套用 + 本地化）

### 物流-未收到
> Hi {name}, so sorry your order is delayed! I've checked #{order} — it's currently {status}.
> I've escalated this with our carrier and will update you within 24h. As an apology, here's 15% off your next order: SORRY15. 🌿

### 质量-漏液/破损
> Hi {name}, I'm really sorry your bottle arrived damaged — that's not the experience we want.
> A replacement is on the way (no return needed), free of charge. You'll get tracking within 48h.

### 退换款
> Hi {name}, happy to help with your refund. I've started the process for #{order} —
> it'll reflect in 5-7 business days. You'll get a confirmation email shortly.

### 产品咨询-敏感肌
> Hi {name}, great question! Glow Serum is formulated for sensitive skin — alcohol-free,
> fragrance-free, dermatologist-tested. We suggest patch-testing first. Start 2-3x/week, then daily. ✨

### 订阅-取消
> Hi {name}, you can cancel anytime here: {link}. No hard feelings! If price is the issue,
> we can offer 20% off to stay — just reply and I'll set it up.

### 过敏（紧急）
> Hi {name}, I'm sorry to hear about the reaction — please stop using the product immediately.
> Your safety comes first. We'll issue a full refund and I'd love to hear more so we can help. 💛

## 客服语气
友好、有同理心、解决问题导向；紧急工单先共情再给方案；不甩锅、不冷冰冰。

## 产出（tickets_processed.xlsx）
列：`ticket_id | 原文 | 检测语言 | 中文翻译 | 分类 | 优先级 | 回复初稿(用户语言) | 回复初稿(中文)`