退貨與換貨

osop_version: "1.0"
id: "return-exchange"
name:"退貨與換貨"
description:"客戶發起的退貨或換貨流程，從申請、驗貨、處理到出貨替換商品。"

nodes:
  - id: "request_return"
    type: "human"
    subtype: "input"
    name: "客戶申請退貨"
    description: "客戶提交退貨或換貨申請，附上原因及訂單號碼。"

  - id: "verify_purchase"
    type: "system"
    subtype: "action"
    name: "驗證購買記錄"
    description: "系統驗證訂單存在、是否在退貨期限內，及商品是否符合退貨資格。"

  - id: "inspect_item"
    type: "human"
    subtype: "review"
    name: "驗收退回商品"
    description: "倉儲人員依退貨政策檢驗退回商品狀況。"

  - id: "process_refund"
    type: "system"
    subtype: "action"
    name: "處理退款或換貨"
    description: "系統退款至原付款方式，或建立換貨訂單。"

  - id: "ship_replacement"
    type: "system"
    subtype: "action"
    name: "出貨替換商品"
    description: "若客戶選擇換貨，倉庫負責出貨。"

  - id: "confirm_receipt"
    type: "human"
    subtype: "input"
    name: "確認收貨"
    description: "客戶確認收到替換商品或退款，案件結案。"

edges:
  - from: "request_return"
    to: "verify_purchase"
    mode: "sequential"
  - from: "verify_purchase"
    to: "inspect_item"
    mode: "sequential"
  - from: "inspect_item"
    to: "process_refund"
    mode: "sequential"
  - from: "process_refund"
    to: "ship_replacement"
    mode: "conditional"
    when: "type == 'exchange'"
    label: "Exchange selected"
  - from: "process_refund"
    to: "confirm_receipt"
    mode: "conditional"
    when: "type == 'refund'"
    label: "Refund only"
  - from: "ship_replacement"
    to: "confirm_receipt"
    mode: "sequential"