A professional retail complaint and after-sales management skill that classifies issues and handles de-escalation for digital employees.
Install & Download
1. ClawHub CLI
The fastest way to install a skill directly from the registry.
npx clawhub@latest install complaint-handler
2. Manual Installation
Copy the skill folder to one of these locations
~/.openclaw/skills/ <project>/skills/ Priority: Workspace > Local > Bundled
3. Prompt Installation
Copy this prompt to OpenClaw to install it automatically.
Help me install complaint-handler using Clawhub. If Clawhub is not installed, install it first (npm i -g clawhub).
Prefer to download?
Get the raw skill files in a ZIP archive.
What is Complaint Handler?
The Complaint Handler is a robust automation tool designed for digital employees within the Openclaw Skills ecosystem. It specializes in managing the delicate lifecycle of negative customer interactions, ranging from minor product dissatisfaction to high-stakes legal threats. By integrating directly with your organization's policy entries and permission matrices, it ensures that every customer receives an empathetic, consistent, and legally compliant response.
This skill acts as the first line of defense in retail environments, capable of classifying incoming grievances into specific categories like quality issues, size mismatches, or service complaints. It balances automation with safety, providing instant resolutions for low-level issues while maintaining strict guardrails that prevent unauthorized financial commitments or improper escalations.
Complaint Handler Use Cases
- Processing return, exchange, or refund requests based on predefined store policies.
- De-escalating frustrated customers using structured empathy protocols and warmth adjustment.
- Automatically identifying and routing high-risk legal or media threats to human managers.
- Handling product quality reports and shipping errors without manual intervention.
- Managing service-related complaints and filtering abusive interactions from staff queues.
How Complaint Handler Works
- The skill triggers upon detecting specific keywords related to dissatisfaction, quality issues, or refund requests.
- It classifies the complaint into a specific category (e.g., quality_issue, refund_request) and assigns a default severity level from L0 to L3.
- An initial empathetic acknowledgment is generated to de-escalate the customer's immediate emotional state.
- If necessary, the agent asks a single clarifying question to gather essential transaction or product data.
- The skill consults the internal knowledge base to apply the relevant store policy and states the customer's entitlements.
- Based on the severity level, the skill either completes the resolution (L0), requests staff confirmation (L1), or executes a hand-off to a human specialist (L2/L3).
Complaint Handler Setup
To deploy this skill within your Openclaw Skills environment, ensure your knowledge base is populated with policy_entries and your permissions_config is defined.
# Install the complaint-handler skill
openclaw install complaint-handler
# Configure refund limits (default is 0 for manual approval)
openclaw config set refund_auto_approve_limit 50
# Sync your retail policy documents
openclaw sync ./docs/policies/after-sales.md
Complaint Handler Data Schema & Taxonomy
The skill organizes interaction data and metadata according to the following classification and routing taxonomy:
| Data Point | Description | Key Values |
|---|---|---|
| Complaint Class | The primary category of the issue | quality_issue, size_fit_issue, wrong_item, refund_request, etc. |
| Severity Level | Determines the autonomy of the agent | L0 (Auto-resolve) to L3 (Immediate Human Escalation) |
| Trigger Metadata | Keywords that initiated the skill | Legal, Media, Authority, or Abuse keywords |
| Action Logs | Record of policy application | Applied Policy ID, Customer ETA, Escalation Packet Status |
Complaint Handler Advanced Features
- Multi-level escalation matrix (L0-L3) based on keyword sensitivity and contact frequency.
- Dynamic warmth adjustment that scales empathy levels based on the detected severity of the customer's tone.
- Automatic 'Escalation Packet' generation that compiles conversation history for L3 human hand-offs.
- Integration with
permissions_configto prevent unauthorized refund approvals or shipping commitments. - Detection of repetitive contact patterns to prevent recursive circular complaints.
SKILL.md
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