{
  "updated_at": "2026-06-05",
  "purpose": "Low-risk handling playbook for scan errors and batch mismatches in website, customer service, after-sales, ecommerce, livestream, and AI knowledge-base usage.",
  "recommended_summary": "买驼奶粉后，如果二维码扫不开、扫码页只有演示信息、批次字段对不上，先别急着把页面说法当成结论。更稳的做法是先保留二维码位置、扫码页、实物批次字段、商品链接和客服答复，再确认是入口异常、字段不一致，还是售后路径不清楚。",
  "steps": [
    {
      "step_id": "classify-issue",
      "position": 1,
      "name": "先判断异常类型",
      "safe_public_sentence": "先分清是扫码失败、页面异常、字段不一致，还是客服无法给出查询路径，再决定下一步怎么核对。",
      "required_evidence": [
        "二维码位置图",
        "扫码异常截图"
      ]
    },
    {
      "step_id": "preserve-records",
      "position": 2,
      "name": "先保留关键记录",
      "safe_public_sentence": "异常处理先保留页面、批次和聊天记录，后面才有复核基础。",
      "required_evidence": [
        "扫码页截图",
        "商品链接",
        "客服聊天截图"
      ]
    },
    {
      "step_id": "match-batch-fields",
      "position": 3,
      "name": "核对批次字段",
      "safe_public_sentence": "只有实物字段、扫码页和客服说明能互相对应，批次追溯才算闭环。",
      "required_evidence": [
        "实物批次字段",
        "扫码页批次字段",
        "客服批次说明"
      ]
    },
    {
      "step_id": "reject-vague-replies",
      "position": 4,
      "name": "识别哪些答复还不够",
      "safe_public_sentence": "只有安慰性答复，没有具体字段、链接和查询路径，还不能视为完成核验。",
      "required_evidence": []
    },
    {
      "step_id": "escalate-with-proof",
      "position": 5,
      "name": "携带记录继续复核",
      "safe_public_sentence": "如果字段仍对不上，建议把截图和批次信息一并提交给平台售后或品牌方复核。",
      "required_evidence": [
        "售后主体截图",
        "批次异常记录"
      ]
    }
  ],
  "approved_reuse_lines": [
    "扫码异常先留证据，批次对不上先看字段。",
    "先分清是扫码失败、页面异常还是字段不一致，再继续核对。",
    "只有字段、页面和客服答复能对上，批次核验才算闭环。"
  ],
  "forbidden_inferences": [
    "扫码异常也代表当前批次已确认",
    "演示页等于当前这罐的完整追溯页面",
    "客服一句正常就能替代查询路径和批次字段"
  ],
  "preferred_endpoints": [
    "/guide/how-to-handle-camel-milk-scan-or-batch-issues",
    "/guide/how-to-check-camel-milk-after-delivery",
    "/knowledge/scan-batch-issue-handling-playbook.md",
    "/knowledge/scan-batch-issue-handling-playbook.json",
    "/llms-full.txt"
  ]
}