优化分仓报价和发货咨询，完善订单状态解释

AGENTS.md

@@ -15,6 +15,7 @@ Use `am.py` for CLI/WSGI, `logistics_chat/` for business code, and `static/css/`
 | Knowledge | `logistics_chat/knowledge.py`: `knowledge_list`, `search_knowledge`; `docs/knowledge.md` |
 | Pricing | `logistics_chat/pricing.py`: `RATES`, `calc_freight`; `quote_intent.py`: `parse_intent`; `quote_service.py`: `answer_quote`; `quote_engine.py`: `quantity`, `render_rates`; `quote_answers.py`, `quote_fees.py`: local business terms and fees |
 | US quote data | `logistics_chat/quote_workbook.py`: local detail export; `quote_data.py`: versioned SQLite imports; `quote_engine.py`: matching/calculation; `quote_service.py`: conversational reply; `scripts/import_quote_data.py` |
+| Common customer questions | `logistics_chat/shipping_faq.py`: pre-shipment material; `quote_allocations.py`: per-warehouse weights; `quote_context.py`: chronological edits; `order_explanations.py`: business status, latest actual nodes and operation boundaries |
 | Tracking | `logistics_chat/tracking.py`: `extract_tracking_no`, `build_track`, `CARD_PREFIX` |
 | Order test data | `logistics_chat/order_data.py`: `lookup_order`, `count_orders`, `answer_query`, `import_records`; `scripts/import_order_test_data.py` |
 | Persistence | `logistics_chat/db.py`: `init_db`, `save_message`; `logistics_chat/history_service.py` |

docs/architecture.md

@@ -141,6 +141,10 @@ tests/                        # 按业务模块组织的回归
 
 订单列表使用与逐单查询相同的服务端租户交集，每次最多展示20票并保护其会话历史；未知筛选条件不默认为全部订单。改址/取消尚无业务写入接口，只明确引导人工，不声称修改成功。输入明确的转人工指令复用现有申请接口，失败保留草稿，不增加SSE事件类型。
 
+`quote_allocations.py` 只识别明确分配给各仓的重量、箱数及箱规，逐仓计费及计算每箱最低重量；仅给总重和多个仓码时保留比较语义，不擅自分配重量。`quote_context.py` 在当前会话的有效上下文内按时间顺序应用更正，保留已算出的总重：重量纠正会清除旧分箱明细，单改箱数时统一箱重可沿用，混合箱重需重新确认；“总重不变”优先于旧每箱重量，新尺寸不沿用旧体积。按方报价不把按公斤的材质费直接乘CBM，金额未确定时明确单列待核算项。
+
+`shipping_faq.py` 从激活版本回答交仓、标签、报关资料及查验费用问题；具体船期和计划发货日期需人工核对，不使用旧表日期承诺必达。`order_explanations.py` 只解释授权订单的业务状态和实际节点，不把预计节点当实际位置，不推断逐箱签收或亚马逊上架。文字事实回复与订单卡片同样绑定客户及范围；催单或拦截不声称已提交。本轮不扩展售后理赔规则。
+
 先按 README 安装项目依赖。Windows 使用 `.\.venv\Scripts\python.exe -m pytest -v` 或同解释器的 `-m unittest discover -s tests -v`；Linux/macOS 使用 `.venv/bin/python`。业务测试依赖 Flask，不能用未安装依赖的全局 Python 运行整套测试。模型请求全部模拟，不代表真实 DeepSeek 联调。
 
 路径、函数或资产移动后同步更新根 `AGENTS.md`、本文、知识资料和 README 目录树。仅改导航时检查路径、符号、命令；改业务时补充相关成功和失败分支，前端改动检查实际页面。

logistics_chat/order_data.py

@@ -351,6 +351,9 @@ def is_tracking_request(message):
 
 def is_order_followup(message):
     """Reuse an order only for an explicit reference or a short detail question."""
+    from .order_explanations import detail_question
+    if detail_question(message) and not re.search(r'报价|价格|多少钱|公斤|\bKG\b|海派|海卡',message,re.I):
+        return True
     if is_lookup_help(message):
         return False
     if is_tracking_request(message):
@@ -375,6 +378,10 @@ def is_order_followup(message):
 def answer_query(message, conv_id):
     references = extract_reference(message)
     tenants = customer_tenant_ids()
+    from .order_explanations import general_explanation, detail_question, explain_order
+    if not references:
+        explanation=general_explanation(message)
+        if explanation:return {'t':explanation}
     count_intent = parse_count_query(message) if not references else None
     if count_intent is not None:
         return answer_count_query(count_intent,tenants)
@@ -413,6 +420,8 @@ def answer_query(message, conv_id):
     if not reference:
         if mutation:
             return order_login_response() if not tenants else {'t':'当前支持查询订单与物流轨迹；改址、取消等操作请联系人工客服办理，尚未修改订单。请提供入仓码。'}
+        if detail_question(message) and not is_lookup_help(message):
+            return order_login_response() if not tenants else {'t':'请提供入仓码，我先核对该票订单的实际物流记录。'}
         if is_tracking_request(message) or (not is_lookup_help(message) and re.search(r'(?:查|搜|看|找).*(?:订单|运单|物流轨迹|入仓码|入仓号)|(?:入仓码|入仓号).*(?:查|轨迹|状态)|订单状态|物流轨迹|shipment\s*id|'
                      r'(?:列出|搜索|所有|全部|多少|我的).*(?:订单|运单|入仓)|(?:订单|运单).*(?:多少|列表|查询|在哪|到哪|进度)|'
                      r'^\s*(?:查单|查询|查一下|帮我查一下)[。？！?!\s]*$|'
@@ -434,4 +443,7 @@ def answer_query(message, conv_id):
         return {'t':f'已查到订单“{reference}”。当前支持查询订单与物流轨迹；改址、取消等操作请联系人工客服办理，尚未修改订单。','_customer_data':True}
     if re.search(r'运费|费用|多少钱|价格', message):
         return {'t':'该订单未记录实际运费，请联系人工客服核实。','_customer_data':True}
-    return {'card': build_card(matches[0])}
+    card=build_card(matches[0])
+    explanation=explain_order(message,matches[0],card)
+    if explanation:return {'t':explanation,'_customer_data':True}
+    return {'card':card}

logistics_chat/order_explanations.py

@@ -0,0 +1,42 @@
+"""Explain recorded order facts without inferring delivery or operational writes."""
+
+import re
+
+
+def detail_question(message):
+    if re.search(r'报价|运费|海派|海卡|\d+\s*(?:KG|公斤)',message,re.I) and not re.search(r'这票|该订单|我的订单',message):
+        return False
+    return bool(re.search(r'上架|没更新|未更新|没有更新|不更新|少了?.*(?:箱|件)|到了?几箱|逐箱|每箱.*签收|'
+                          r'已完成.*(?:签收|送达)|(?:签收|送达).*已完成|催单|催一下|拦截|'
+                          r'(?:这票|该订单|我的货).*(?:发货|发走|出库|开船)',message))
+
+
+def general_explanation(message):
+    if re.search(r'我的|这票|这单|这个订单|该订单',message):return None
+    if re.search(r'已完成|履约中|上架',message) and re.search(r'是什么意思|是否代表|是不是|等于|有什么区别',message):
+        return '“履约中”“头程订单已完成”属于业务状态；出库、开船、到港等以实际物流节点为准。业务完成不等于收件人签收，签收也不等于亚马逊已上架；上架需以亚马逊入库记录核实。'
+    return None
+
+
+def explain_order(message,row,card):
+    if not detail_question(message):return None
+    reference=row.get('inbound_code') or row['order_no']
+    lines=[f'入仓码 {reference}。' if row.get('inbound_code') else f'订单号 {reference}。']
+    if re.search(r'催单|催一下|拦截',message):
+        return lines[0]+'催单或拦截需联系人工客服办理；当前仅查询订单，尚未提交催单或拦截申请。'
+    lines.append(f'登记的业务状态为“{card["status"]}”。')
+    actual=card.get('nodes',[]) if card.get('node_kind')=='logistics' else []
+    if actual:
+        latest=actual[0]
+        lines.append('最近一条实际物流记录：'+' '.join(str(latest.get(k) or '') for k in ('time','text','place')).strip()+'。')
+    else:lines.append('当前没有已记录的实际物流节点，不能根据业务状态推断货物位置。')
+    if re.search(r'上架|已完成|签收|送达',message):
+        lines.append('头程业务完成不等于收件人签收；当前节点不能用于确认亚马逊上架。上架结果需核对亚马逊入库记录。')
+    if re.search(r'没更新|未更新|没有更新|不更新',message):
+        lines.append('未更新期间的实际位置和原因无法从现有记录确定，可提供入仓码联系人工核查。')
+    if re.search(r'发货|发走|出库|开船',message):
+        lines.append('计划发货或开船安排需联系人工核对，不能根据业务状态承诺未来发货日期。')
+    if re.search(r'少了?.*(?:箱|件)|到了?几箱|逐箱|每箱.*签收',message):
+        if row.get('package_count') is not None:lines.append(f'登记总件数为{row["package_count"]}件。')
+        lines.append('当前没有逐箱签收明细，不能把整票业务状态当作每箱均已送达，请联系人工核实各箱情况。')
+    return '\n'.join(lines)

logistics_chat/quote_allocations.py

@@ -0,0 +1,38 @@
+"""Explicit weight-to-warehouse assignments; unassigned comparisons stay separate."""
+
+from decimal import Decimal
+import re
+
+
+def allocations(text,codes,weight_pattern,to_kg):
+    if len(codes)<2:return None
+    code='('+'|'.join(re.escape(code) for code in sorted(codes,key=len,reverse=True))+r')(?![A-Za-z0-9])'
+    forward=weight_pattern.pattern+r'\s*(?:货物)?\s*(?:发到|发往|送到|发|到|去)?\s*'+code
+    reverse=code+r'\s*(?:[：:]|分配|发|重)?\s*'+weight_pattern.pattern
+    entries=[];used=[]
+    for pattern,backwards in ((forward,False),(reverse,True)):
+        for match in re.finditer(pattern,text,re.I):
+            if any(match.start()<end and match.end()>start for start,end in used):continue
+            values=match.groups()
+            destination,value,unit=values if backwards else (values[2],values[0],values[1])
+            piece_weight=to_kg(value,unit)
+            weight_start=match.start(2 if backwards else 1)
+            carton=re.search(r'(第)?(\d+)\s*(?:箱|件)\s*(每(?:箱|件))?\s*$',text[:weight_start])
+            boxes=(1 if carton.group(1) else int(carton.group(2))) if carton else None
+            pieces=([{'count':boxes,'weight':str(piece_weight),'dims':None,'dim_unit':'cm','position':weight_start}]
+                    if carton and (boxes==1 or carton.group(3)) else None)
+            weight=piece_weight*boxes if pieces else piece_weight
+            entries.append({'warehouse':destination.upper(),'weight':weight,'boxes':boxes,'packages':pieces})
+            used.append(match.span())
+    if len(entries)<2:return None
+    totals={}
+    for entry in entries:
+        code=entry['warehouse']
+        if code not in totals:
+            totals[code]=entry
+            continue
+        total=totals[code]
+        total['weight']+=entry['weight']
+        total['boxes']=total['boxes']+entry['boxes'] if total['boxes'] is not None and entry['boxes'] is not None else None
+        total['packages']=(total['packages']+entry['packages']) if total['packages'] and entry['packages'] else None
+    return [{**entry,'weight':str(entry['weight'])} for entry in totals.values()]

logistics_chat/quote_context.py

@@ -0,0 +1,54 @@
+"""Apply quote edits in chronological order, including derived carton quantities."""
+
+from copy import deepcopy
+from decimal import Decimal
+
+
+QUANTITY_QUESTION='箱数已更改，请确认新的总重或各箱重量，原分箱明细不能直接套用。'
+
+
+def merge_intent(current,previous):
+    result=deepcopy(current)
+    excluded={'mode','text','errors','dim_unit','quantity_note','quantity_uncertain','preserve_total'}
+    if current.get('warehouse') or current.get('unknown_warehouses'):
+        excluded.update(('postal','zone','zones'))
+    elif current.get('postal'):
+        excluded.update(('warehouse','warehouses','unknown_warehouses','zone','zones'))
+    elif current.get('zone'):
+        excluded.update(('warehouse','warehouses','unknown_warehouses','postal'))
+    if any(current.get(k) for k in ('warehouse','postal','zone')) and not current.get('unknown_warehouses'):
+        excluded.add('unknown_warehouses')
+    if any(current.get(k) for k in ('warehouse','unknown_warehouses','postal','zone')) and not current.get('allocations'):
+        excluded.add('allocations')
+    if current.get('allocations'):excluded.update(('packages','boxes','dims','cbm'))
+    if current['transport'] or current['kinds'] or current['services']:excluded.update(('air_only','air_requested'))
+    if current['air_only'] or current['tax']=='excluded':excluded.add('kinds')
+    if current['weight'] is not None:
+        if not current.get('packages'):excluded.add('packages')
+        if not current.get('allocations'):excluded.add('allocations')
+    if current['dims']:excluded.add('cbm')
+    if current['cbm'] is not None:excluded.add('dims')
+    for key,value in previous.items():
+        if result.get(key) is None and key not in excluded:result[key]=deepcopy(value)
+    if current['dims'] is None and 'dims' not in excluded and previous['dims']:
+        result['dim_unit']=previous['dim_unit']
+    pieces=result.get('packages') or []
+    if current['dims']:
+        for piece in pieces:piece.update(dims=current['dims'],dim_unit=current['dim_unit'])
+    elif current['cbm'] is not None:
+        for piece in pieces:piece.update(dims=None,dim_unit='cm')
+    if previous.get('quantity_uncertain') and current['weight'] is None and not current.get('preserve_total'):
+        result['quantity_uncertain']=True
+        result['errors'].append(QUANTITY_QUESTION)
+    if pieces and result['boxes']!=sum(p['count'] for p in pieces):
+        if current.get('preserve_total'):
+            result['packages']=None
+        elif len(pieces)==1:
+            pieces[0]['count']=result['boxes']
+            result['weight']=str(Decimal(pieces[0]['weight'])*result['boxes'])
+            result['quantity_note']=f'按每箱{pieces[0]["weight"]}KG不变，更新为{result["boxes"]}箱。'
+        else:
+            result['packages']=None
+            result['quantity_uncertain']=True
+            result['errors'].append(QUANTITY_QUESTION)
+    return result

logistics_chat/quote_engine.py

@@ -20,6 +20,10 @@ def broad_zone(postal):
 
 
 def variants(intent, book):
+    if intent.get('allocations'):
+        return [{**destination,'allocation':part} for part in intent['allocations']
+                for destination in variants({**intent,'allocations':None,'warehouse':part['warehouse'],
+                    'warehouses':None,'postal':None},book)]
     if len(intent.get('warehouses') or [])>1:
         return [variant for warehouse in intent['warehouses'] for variant in
                 variants({**intent,'warehouse':warehouse,'warehouses':None,'postal':None},book)]
@@ -123,21 +127,27 @@ def render_rates(intent, book, destinations, remote_fees):
         lines.append(f"美国 {number(intent['weight'])}KG 基础运费：")
     else:
         lines.append('美国线路报价：')
-    if len(intent.get('warehouses') or [])>1:
+    if intent.get('quantity_note'):lines.append(intent['quantity_note'])
+    if intent.get('allocations'):
+        lines.append('按各目的仓分票计算，箱规需逐票核对：')
+    elif len(intent.get('warehouses') or [])>1:
         lines.append('以下按各目的仓分别比较；实际分票请提供每个仓的重量。')
     if intent.get('air_requested') and not intent.get('air_only'):
         lines.append('当前资料没有美国空运费率，下面列出海运方案。')
     for destination, fees in zip(destinations, remote_fees):
-        rates = match_rates(intent, book, destination)
+        part=destination.get('allocation')
+        billing=({**intent,'weight':part['weight'],'packages':part.get('packages'),'dims':None,'cbm':None,'boxes':part.get('boxes')}
+                 if part else intent)
+        rates = match_rates(billing, book, destination)
         if intent.get('mode') in ('cheapest','fastest') and rates:
             if intent['mode']=='cheapest':
-                eligible=[r for r in rates if quantity(intent,r) is not None]
+                eligible=[r for r in rates if quantity(billing,r) is not None]
                 best={}
                 for rate in eligible:
                     key=(destination['zone'] or rate['zone'],rate['unit'],rate['tax'])
-                    value=quantity(intent,rate)*Decimal(rate['price'])+charge_details(intent,rate,fees,book)['cny']
+                    value=quantity(billing,rate)*Decimal(rate['price'])+charge_details(billing,rate,fees,book)['cny']
                     best[key]=min(best.get(key,value),value)
-                rates=[r for r in eligible if quantity(intent,r)*Decimal(r['price'])+charge_details(intent,r,fees,book)['cny']==best[(destination['zone'] or r['zone'],r['unit'],r['tax'])]] or rates
+                rates=[r for r in eligible if quantity(billing,r)*Decimal(r['price'])+charge_details(billing,r,fees,book)['cny']==best[(destination['zone'] or r['zone'],r['unit'],r['tax'])]] or rates
                 lines.append('按相同区域、计费单位及税费方式比较的较低价方案：')
             else:
                 def eta_key(rate):
@@ -163,13 +173,13 @@ def render_rates(intent, book, destinations, remote_fees):
                 continue
             parts = []
             for rate in rows:
-                amount = quantity(intent,rate)
+                amount = quantity(billing,rate)
                 price = Decimal(rate['price'])
                 rate_text = f"{rate['zone']} " if rate['zone'] and not destination['zone'] else ''
                 rate_text += f"{number(price)}元/{'KG' if unit == 'kg' else 'CBM'}"
                 if amount is not None:
                     total = amount*price
-                    details=charge_details(intent,rate,fees,book)
+                    details=charge_details(billing,rate,fees,book)
                     total+=details['cny']
                     rate_text += f"，{number(amount,3)}{'KG' if unit == 'kg' else 'CBM'} = {number(total)}元"
                     if details['items']:rate_text+='（'+ '；'.join(details['items'])+'）'

logistics_chat/quote_fees.py

@@ -83,11 +83,13 @@ def charge_details(intent,rate,remote,book):
             fee=charged*Decimal(remote['fee']);result['cny']+=fee
             result['items'].append(f'偏远费{remote["fee"]}元/KG×{charged:g}KG={fee:g}元')
         else:result['notes'].append('遥远地址的附加费需单独确认，当前金额未包含该项。')
-    if rate['unit']=='kg' and intent.get('material')=='metal':
+    if intent.get('material')=='metal':
         per_kg=material_fee(book)
-        if per_kg is not None:
+        if per_kg is not None and rate['unit']=='kg':
             fee=charged*per_kg;result['cny']+=fee
             result['items'].append(f'铁铝附加费{per_kg:g}元/KG×{charged:g}KG={fee:g}元')
+        elif per_kg is not None:
+            result['notes'].append(f'铁铝附加费为{per_kg:g}元/KG，当前按方运费未包含该项；需确认适用计费重量后单列，不能把CBM直接乘公斤附加费。')
     if rate['kind']=='parcel':
         limits=limit_fees(intent,book)
         result['cny']+=limits['cny'];result['items']+=limits['items'];result['notes']+=limits['notes']

logistics_chat/quote_intent.py

@@ -49,6 +49,8 @@ def request_mode(text):
     # Business topics outrank generic verbs such as “怎么算”.
     if re.search(r'保险|保价|投保|insured|insurance',text,re.I):return 'insurance'
     if re.search(r'纯电池|带电|内置电池|液体|粉末|食品|医疗用品|仿牌',text):return 'acceptance'
+    from .shipping_faq import preparation_topic
+    if preparation_topic(text):return 'preparation'
     if re.search(r'最便宜|便宜的|最省钱|最划算|最低价|cheapest|least expensive',text,re.I):return 'cheapest'
     if re.search(r'最快|快的|fastest',text,re.I):return 'fastest'
     if re.search(r'一件代发|散箱入库|整柜卸货|卸货费|仓租|仓储|贴标费',text):return 'fulfillment'
@@ -63,6 +65,7 @@ def request_mode(text):
 
 def parse_intent(message,warehouse_codes):
     text=normalize(message)
+    text=re.sub(r'(?:而?不是|并非|不要按|不是按)\s*(?:每[箱件]|单[箱件])?\s*'+WEIGHT.pattern,' ',text,flags=re.I)
     parsed=parse_shipping_intent(text)
     country='US' if US.search(text) else ('other' if shipping_region(text) is not None else None)
     candidates=re.findall(r'(?<![A-Za-z0-9])[A-Za-z][A-Za-z0-9]{2,7}(?![A-Za-z0-9])',text.upper())
@@ -70,6 +73,8 @@ def parse_intent(message,warehouse_codes):
     unknown=[t for t in candidates if t not in warehouse_codes and re.fullmatch(r'[A-Z]{2,4}[0-9][A-Z0-9]{0,2}',t)
              and not t.startswith(('USD','RMB','CNY'))]
     errors=[]
+    from .quote_allocations import allocations
+    assigned=allocations(text,warehouses,WEIGHT,kg)
     weights=[m for m in WEIGHT.finditer(text) if not text[:m.start()].rstrip().endswith(('x','X','×','*'))]
     weight=str(kg(*weights[0].groups())) if weights else None
     boxes=re.search(r'(\d+)\s*(?:箱|件|cartons?|boxes?)',text,re.I)
@@ -77,12 +82,17 @@ def parse_intent(message,warehouse_codes):
     packages=[]
     package_re=re.compile(r'(第)?(\d+)\s*(?:箱|件)\s*(?:[，,]?\s*每(?:箱|件))?\s*'+WEIGHT.pattern.replace(r'(?<![\d.])',''),re.I)
     matches=list(package_re.finditer(text))
+    package_dimensions={}
     for index,match in enumerate(matches):
         ordinal,n,value,unit=match.groups()
         segment=text[match.end():matches[index+1].start() if index+1<len(matches) else len(text)]
         dims=parse_shipping_intent(segment)['dims']
         packages.append({'count':1 if ordinal else int(n),'weight':str(kg(value,unit)),
                          'dims':dims,'dim_unit':detect_dim_unit(segment)})
+        package_dimensions[match.start(3)]={'dims':dims,'dim_unit':detect_dim_unit(segment)}
+    for part in assigned or []:
+        for piece in part.get('packages') or []:
+            piece.update(package_dimensions.get(piece.pop('position'),{}))
     each=re.search(r'每(?:箱|件)\s*'+WEIGHT.pattern.replace(r'(?<![\d.])',''),text,re.I)
     if each and count and not packages:
         packages=[{'count':count,'weight':str(kg(*each.groups())),'dims':parsed['dims'],'dim_unit':detect_dim_unit(text)}]
@@ -97,8 +107,15 @@ def parse_intent(message,warehouse_codes):
         if total and kg(*total.groups())!=Decimal(weight):errors.append('总重与分箱重量合计不一致，请确认。')
         # Per-carton dimensions must not spill onto another carton without dimensions.
         if len(packages)>1:parsed['dims']=None
+    elif assigned:
+        weight=str(sum(Decimal(a['weight']) for a in assigned))
+        if set(a['warehouse'] for a in assigned)!=set(warehouses):errors.append('请分别提供每个目的仓的重量，避免遗漏分票。')
+        total=re.search(r'(?:总重|合计重量)\s*'+WEIGHT.pattern,text,re.I)
+        if total and kg(*total.groups())!=Decimal(weight):errors.append('总重与各目的仓分配重量不一致，请确认。')
     elif len(weights)>1:
         errors.append('请明确总重，或分别提供每箱重量，避免把不同重量混在一起。')
+    if assigned and packages and Decimal(weight)!=sum(Decimal(a['weight']) for a in assigned):
+        errors.append('分仓重量与分箱重量不一致，请分别确认每仓的箱数和重量。')
     if any(kg(*w.groups())<=0 for w in weights):errors.append('重量必须大于 0，请确认有效重量。')
     labeled=re.search(r'(?:邮编|zip(?:\s*code)?|post\s*code)\s*[:：为是]?\s*([0-9-]+)',text,re.I)
     postal=None
@@ -125,7 +142,7 @@ def parse_intent(message,warehouse_codes):
     sea=bool(re.search(r'海运|海派|海卡|海铁|\bsea\b',text,re.I))
     english=not re.search(r'[\u4e00-\u9fff]',message) and bool(re.search(r'[A-Za-z]{3,}\s+[A-Za-z]',message))
     return {'country':country,'weight':weight,'dims':parsed['dims'],'dim_unit':detect_dim_unit(text),
-        'cbm':cbm.group(1) if cbm else None,'boxes':count,'packages':packages or None,'origin':origin,
+        'cbm':cbm.group(1) if cbm else None,'boxes':count,'packages':packages or None,'allocations':assigned,'origin':origin,
         'services':services or None,'kinds':kinds or None,'transport':parsed['channel'],
         'air_only':True if air and not sea else None,'air_requested':True if air else None,
         'warehouse':warehouses[0] if warehouses else None,'warehouses':warehouses or None,
@@ -135,10 +152,11 @@ def parse_intent(message,warehouse_codes):
         'material':('ordinary' if re.search(r'普通货|普货|塑料|木制|非铁铝',text) else
                     ('metal' if re.search(r'铁制|钢制|铝制|铁铝|不锈钢',text) else None)),
         'address_type':('non_fba' if re.search(r'私人|住宅|商业地址|非亚马逊',text) else ('fba' if warehouses else None)),
-        'text':text}
+        'preserve_total':True if re.search(r'总重不变|重量不变',text) else None,'text':text}
 
 
 def is_followup(message,intent):
+    if re.search(r'和刚才一样|其他不变|其它不变|每箱不变',message):return True
     if TOPIC_BOUNDARY.search(message):return False
     text=message.strip().strip('，,。.!！?？ ')
     if intent.get('errors') and re.search(r'邮编|重量|箱|kg',message,re.I):return True

logistics_chat/quote_service.py

@@ -10,45 +10,33 @@ from .quote_engine import US, QUOTE_WORDS, parse_intent, is_followup, variants,
 
 
 def intent_with_context(message, conv_id, book):
-    from copy import deepcopy
+    from .quote_context import merge_intent
+
     codes = {row['code'] for row in book['warehouses']}
     codes.update(value.upper() for rate in book['rates'] for value in rate['destinations'])
     intent = parse_intent(message,codes)
-    def destination_reset(value):
-        if value.get('warehouse') or value.get('unknown_warehouses'):return {'postal','zone','zones'}
-        if value.get('postal'):return {'warehouse','warehouses','unknown_warehouses','zone','zones'}
-        if value.get('zone'):return {'warehouse','warehouses','unknown_warehouses','postal'}
-        return set()
-    excluded=destination_reset(intent)
-    selected_destination=bool(excluded)
-    if selected_destination and not intent.get('unknown_warehouses'):excluded.add('unknown_warehouses')
-    if intent['transport'] or intent['kinds'] or intent['services']:excluded.update(('air_only','air_requested'))
-    if intent['air_only'] or intent['tax']=='excluded':excluded.add('kinds')
-    if intent.get('weight') is not None and not intent.get('packages'):excluded.add('packages')
-    explicit_dims=bool(intent['dims'])
+    earlier_intents=[]
     if conv_id and is_followup(message,intent):
         connection=connect()
         try:
             recent=connection.execute("SELECT content FROM messages WHERE conv_id=? AND role='user' ORDER BY id DESC LIMIT 10",(conv_id,)).fetchall()
-        finally:connection.close()
+        finally:
+            connection.close()
         for (previous,) in recent:
             if re.search(r'理赔|赔偿|破损|丢失|退件|投诉|查单|轨迹|签收',previous):break
             earlier=parse_intent(previous,codes)
             if earlier['country']=='other':break
             if not (QUOTE_WORDS.search(previous) or US.search(previous) or is_followup(previous,earlier) or
                     any(earlier.get(key) for key in ('weight','dims','cbm','warehouse','postal'))):break
-            if not selected_destination and destination_reset(earlier):
-                excluded.update(destination_reset(earlier));selected_destination=True
-            if intent['dims'] is None and earlier['dims']:
-                intent['dims']=earlier['dims'];intent['dim_unit']=earlier['dim_unit']
-            for key,value in earlier.items():
-                if key in ('mode','text','errors','dim_unit','dims'):continue
-                if intent.get(key) is None and key not in excluded:intent[key]=deepcopy(value)
+            earlier_intents.append(earlier)
             if not is_followup(previous,earlier):break
-    if explicit_dims and intent.get('packages'):
-        for piece in intent['packages']:
-            piece['dims']=intent['dims'];piece['dim_unit']=intent['dim_unit']
-    if (intent['warehouse'] or intent.get('unknown_warehouses')) and intent['country'] is None:intent['country']='US'
+    if earlier_intents:
+        state=earlier_intents[-1]
+        for update in list(reversed(earlier_intents[:-1]))+[intent]:
+            state=merge_intent(update,state)
+        intent=state
+    if (intent['warehouse'] or intent.get('unknown_warehouses')) and intent['country'] is None:
+        intent['country']='US'
     return intent
 
 
@@ -56,7 +44,8 @@ def answer_quote(message, conv_id):
     if re.search(r'理赔|赔偿|破损|丢失|退件|投诉|查单|轨迹|签收', message):
         return None
     # Avoid a new read for ordinary chat; short followups need their local context.
-    if not (US.search(message) or QUOTE_WORDS.search(message) or conv_id or
+    from .shipping_faq import preparation_topic
+    if not (US.search(message) or QUOTE_WORDS.search(message) or preparation_topic(message) or conv_id or
             re.search(r'(?<![A-Za-z0-9])[A-Za-z]{2,4}[0-9](?![A-Za-z0-9])', message)):
         return None
     try:
@@ -65,6 +54,8 @@ def answer_quote(message, conv_id):
             return None
         intent = intent_with_context(message, conv_id, book)
         if intent['country'] != 'US':
+            if intent['country'] is None and intent.get('mode')=='preparation':
+                return {'t':'请先确认目的国家和所选渠道，我再为您核对交仓、标签或发货资料要求。'}
             return None
         if intent.get('errors'):
             return {'t':'\n'.join(intent['errors'])}
@@ -83,6 +74,14 @@ def answer_quote(message, conv_id):
         if any(not 0 < value <= 100000 for dims in dimensions for value in dims):
             return {'t':'请提供大于 0 的有效长宽高。'}
         from .quote_answers import answer_business
+        preparation=None
+        if intent.get('mode')=='preparation':
+            from .shipping_faq import answer_preparation
+            if intent['air_only']:return {'t':'当前美国资料未列明空运的交仓和发货要求，请确认具体空运渠道后联系人工核对。'}
+            preparation=answer_preparation(intent,book)
+            if preparation_topic(message)!='schedule' or not re.search(r'\d+\s*(?:KG|公斤|千克|克|吨|方|CBM)',intent['text'],re.I):
+                return {'t':preparation}
+            intent['mode']='cheapest' if re.search(r'最便宜|最划算|最低价',message) else 'quote'
         business=answer_business(intent,book)
         if business is not None:return {'t':business}
         if intent['air_only']:
@@ -94,6 +93,7 @@ def answer_quote(message, conv_id):
             if postal and (postal[:3] in ('006','007','008','009','966','967','968','969','995','996','997','998','999') or postal=='89124'):
                 return {'t':f'当前海派资料不接收邮编 {postal} 的地址，请提供其他目的仓码或联系人工确认可用线路。'}
             fees.append(postcode_fee(book['id'],postal) if postal else None)
-        return {'t':render_rates(intent,book,destinations,fees)}
+        reply=render_rates(intent,book,destinations,fees)
+        return {'t':reply+('\n'+preparation if preparation else '')}
     except (sqlite3.Error, ValueError, KeyError, TypeError, InvalidOperation):
         return {'t':'报价数据暂时无法读取，请稍后重试。'}

logistics_chat/shipping_faq.py

@@ -0,0 +1,49 @@
+"""Pre-shipment answers from the active US book, without live operational claims."""
+
+import re
+
+
+def preparation_topic(text):
+    if re.search(r'理赔|赔偿|索赔|货损|丢件|破损',text):return None
+    if re.search(r'截仓|截单|船期|排仓|哪天开船|(?:什么时候|几号).*开船|能.*开船|'
+                 r'(?:今天|明天|这周|下周).*(?:发货|发走|开船)|赶得上|来得及|(?:保证|必须|月底).*到',text):return 'schedule'
+    if re.search(r'上门.*(?:提货|取货|收货|揽收)|提货服务|交仓地址|仓库地址|送哪个仓|仓库在哪|收货时间',text):return 'delivery'
+    if re.search(r'报关资料|清关资料|报关.*(?:准备|材料)|申报比例|低申报|怎么申报|如何申报|认证资料',text):return 'documents'
+    if re.search(r'查验.*(?:费|承担)|谁.*承担.*查验',text):return 'inspection'
+    if '一件代发' not in text and re.search(r'贴标|FBA标|标签|唛头|产地标|外箱.*贴|贴.*条码|made\s+in\s+china',text,re.I):return 'labels'
+    if re.search(r'哪些渠道|哪些线路|什么渠道|能发哪些仓|支持.*仓|(?:能发|能走|可以发).*美国',text):return 'coverage'
+    return None
+
+
+def answer_preparation(intent,book):
+    topic=preparation_topic(intent['text'])
+    if topic is None:return None
+    from .quote_fees import document
+
+    if topic=='coverage':
+        services=list(dict.fromkeys(rate['service'] for rate in book['rates']))
+        return '美国可查询的线路：'+ '、'.join(services)+'。请提供目的仓码或邮编、重量及交货仓，我再匹配具体可用线路。'
+    if topic=='schedule':
+        return '请提供计划交仓日期、交货仓和目的仓码。具体截仓、装柜和开船安排需联系人工核对；当前参考时效不能作为月底或指定日期必达的承诺。'
+    if topic=='delivery':
+        raw=document(book,('不提供上门提货服务',))
+        lines=[]
+        if raw:lines.append('当前美国渠道资料要求客户自行送货至对应仓库，不提供上门提货服务。')
+        lines.append('请确认所选渠道及义乌或华南交仓，仓库地址、联系人和收货时间请联系人工核对后再送仓。')
+        return '\n'.join(lines)
+    if topic=='labels':
+        label=document(book,('外箱','入仓条码','唛头'))
+        origin=document(book,('产品上和包装上','产地标识'))
+        lines=[]
+        if label:lines.append(re.sub(r'^\s*\d+[、.．]\s*','',label.strip())+'\n代贴标签具体费用需按所选服务确认。')
+        if origin:lines.append('产品和包装还需有“Made in China”产地标识。')
+        return '\n'.join(lines) or '请提供渠道和目的仓码，由人工核对外箱标签及代贴要求。'
+    if topic=='documents':
+        if re.search(r'申报比例|低申报|怎么申报|如何申报',intent['text']):
+            return '请提供品名、材质、用途、实际交易金额及销售链接，由业务核对申报资料。申报价需结合实际交易信息确认，不能按统一比例直接代算。'
+        raw=document(book,('单独报关需提供资料',))
+        if raw:return raw.strip()+'\n请补充具体品名及渠道，涉及商检或认证的资料需逐项核对。'
+        return '请提供具体品名和渠道，由人工核对装箱单、发票及对应报关、认证材料。'
+    raw=document(book,('查验','不包税货物','比例均摊'))
+    if raw:return raw.strip()+'\n具体金额按实际查验费用核算；包税渠道的承担方式需另行确认，不能直接套用不包税条款。'
+    return '查验费用和承担方式需按渠道、税费方式及实际费用确认，当前无法给出固定金额。'

tests/test_customer_questions.py

@@ -0,0 +1,154 @@
+"""Common pre-sale and order questions; all data and monetary values are synthetic."""
+
+from pathlib import Path
+import tempfile
+import unittest
+from unittest.mock import patch
+
+from logistics_chat import create_app,db
+from logistics_chat.order_data import import_records
+from logistics_chat.quote_data import import_snapshot
+from test_quotes import fixture_snapshot,frames
+
+
+class CustomerQuestionTests(unittest.TestCase):
+    def setUp(self):
+        folder=tempfile.TemporaryDirectory();self.addCleanup(folder.cleanup)
+        root=Path(folder.name)
+        self.app=create_app({'TESTING':True,'DATABASE':root/'data.db','UPLOAD_DIR':root/'uploads',
+            'BACKUP_DIR':root/'backups','LOG_DIR':root/'logs','DEEPSEEK_API_KEY':'',
+            'CUSTOMER_DEMO_TENANT_ID':'qa-a','RATE_LIMIT_PER_MIN':1000})
+        self.client=self.app.test_client()
+        self.client.post('/api/visitor/session',json={'key':'1'*64})
+        book=fixture_snapshot()
+        book['warehouses'].append({'code':'YYY2','zone':'西1区','state':'AA','postal':'90001',
+            'address':'','source_sheet':'合成分区','source_cell':'A10'})
+        documents=['铁铝制品另外加附加费￥5/KG','客户自行送货，不提供上门提货服务',
+            '外箱要贴两张入仓条码与我司唛头标签，代贴收操作费',
+            '产品上和包装上必须有Made in China产地标识',
+            '单独报关需提供资料：装箱单、发票、报关委托书、合同',
+            '如遇查验，不包税货物的查验费用按客户所占货物比例均摊',
+            '正常货物 0KG<单件重量<22KG 0CM<最长单边长度<120CM 0CM<第二边<75CM 最长边<260CM',
+            '超重收+70/件']
+        book['documents']=[{'sheet':'合成渠道','cell':f'A{i}','text':text} for i,text in enumerate(documents)]
+        self.order={'tenant_id':'qa-a','order_no':'COMMON20260001','inbound_code':'QACOMMON20260001',
+            'status':'COMPLETED','package_count':2,'country_code':'US',
+            'tracking_json':[{'code':'DEPARTED_ORIGIN_PORT','actual_at':'2026-10-01 10:00'},
+                             {'code':'ARRIVED_DESTINATION_PORT','estimated_at':'2026-10-20 10:00'}]}
+        with self.app.app_context():
+            c=db.connect();import_snapshot(c,book,activate=True)
+            import_records(c,[self.order,{**self.order,'tenant_id':'qa-b','order_no':'COMMON20260099','inbound_code':'QACOMMON20260099'}])
+            c.commit();c.close()
+
+    def conversation(self):return self.client.post('/api/new_chat').json['id']
+
+    def events(self,text,cid=None):
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            result=frames(self.client.post('/stream_chat',json={'msg':text,'conv_id':cid}))
+            model.assert_not_called()
+        self.assertEqual(result[-1],{'d':1},result)
+        return result
+
+    def ask(self,text,cid=None):return self.events(text,cid)[0]['t']
+
+    def login(self):
+        self.assertTrue(self.client.post('/api/customer/login',json={'username':'admin','password':'123456'}).json['ok'])
+
+    def test_explicit_weights_are_billed_by_destination_and_not_reused_as_each_total(self):
+        for text in ('美国20KG发ZZZ1，10KG发YYY2，义乌普船海派',
+                     '美国ZZZ1：20KG，YYY2：10KG，义乌普船海派'):
+            answer=self.ask(text)
+            self.assertIn('美国 30KG',answer)
+            self.assertIn('20KG = 100元',answer)
+            self.assertIn('12KG = 24元',answer)
+            self.assertNotIn('30KG =',answer)
+        self.assertIn('分配重量不一致',self.ask('美国总重40KG，20KG发ZZZ1，10KG发YYY2，海派'))
+
+    def test_allocation_follows_origin_changes_but_a_single_new_destination_clears_it(self):
+        cid=self.conversation()
+        self.ask('美国20KG发ZZZ1，10KG发YYY2，义乌普船海派',cid)
+        text=self.ask('深圳交仓呢',cid)
+        self.assertIn('20KG = 120元',text);self.assertIn('12KG = 36元',text)
+        text=self.ask('换成YYY2',cid)
+        self.assertNotIn('ZZZ1',text);self.assertIn('美国 30KG',text)
+
+    def test_allocated_cartons_keep_individual_minimums_and_overweight_fees(self):
+        text=self.ask('美国2箱每箱5KG发ZZZ1，1箱20KG发YYY2，义乌普船海派')
+        self.assertIn('美国 30KG',text);self.assertIn('24KG = 120元',text);self.assertIn('20KG = 40元',text)
+        text=self.ask('美国1箱30KG发ZZZ1，1箱10KG发YYY2，义乌普船海派')
+        self.assertIn('30KG = 220元',text);self.assertIn('最高项70元/件',text)
+        text=self.ask('美国1箱10KG发ZZZ1，60x50x40cm，1箱20KG发YYY2，40x30x20cm，义乌普船海派')
+        self.assertIn('20KG = 100元',text);self.assertIn('20KG = 40元',text)
+
+    def test_total_weight_correction_removes_old_per_carton_weight_even_on_next_followup(self):
+        cid=self.conversation()
+        self.ask('美国美西2箱每箱30KG，义乌普船海派',cid)
+        text=self.ask('30公斤是两箱加起来的，不是每箱30公斤',cid)
+        self.assertIn('美国 30KG',text);self.assertNotIn('60KG',text)
+        text=self.ask('深圳交仓呢',cid)
+        self.assertIn('美国 30KG',text);self.assertNotIn('60KG',text)
+        self.assertIn('美国 50KG',self.ask('不是30KG，是50KG',cid))
+
+    def test_uniform_carton_count_change_preserves_piece_weight_across_followups(self):
+        cid=self.conversation()
+        self.ask('美国美西2箱每箱15KG，义乌普船海派',cid)
+        self.assertIn('美国 60KG',self.ask('改成4箱',cid))
+        self.assertIn('美国 60KG',self.ask('深圳交仓呢',cid))
+        self.assertIn('美国 60KG',self.ask('改成6箱，总重不变',cid))
+        self.assertIn('美国 60KG',self.ask('义乌交仓呢',cid))
+
+    def test_mixed_carton_count_requires_new_weights_then_accepts_a_new_total(self):
+        cid=self.conversation()
+        self.ask('美国美西1箱10KG，1箱20KG，义乌普船海派',cid)
+        self.assertIn('请确认新的总重',self.ask('改成4箱',cid))
+        text=self.ask('总重40KG',cid)
+        self.assertIn('美国 40KG',text);self.assertIn('48KG = 96元',text)
+        other=self.conversation()
+        self.ask('美国美西1箱10KG，1箱20KG，义乌普船海派',other)
+        self.ask('改成4箱，总重不变',other)
+        self.assertIn('美国 30KG',self.ask('深圳交仓呢',other))
+
+    def test_new_dimensions_do_not_resurrect_stale_volume(self):
+        cid=self.conversation()
+        self.ask('美国363KG发ZZZ1，1箱，1.5方，义乌不包税海卡',cid)
+        self.assertIn('1CBM = 100元',self.ask('改成每箱50x50x40cm',cid))
+        self.assertIn('1CBM = 100元',self.ask('深圳交仓呢',cid))
+
+    def test_cbm_metal_surcharge_is_separate_instead_of_silently_included(self):
+        text=self.ask('美国铁制品30KG发ZZZ1，1方，义乌不包税海卡')
+        self.assertIn('1CBM = 100元',text)
+        self.assertIn('铁铝附加费为5元/KG',text)
+        self.assertIn('当前按方运费未包含',text)
+        self.assertNotIn('= 105元',text)
+
+    def test_preparation_questions_use_us_material_without_promising_ship_dates(self):
+        cases=(('美国可以上门提货吗','不提供上门提货'),('美国FBA外箱怎么贴标签','两张入仓条码'),
+               ('美国单独报关资料需要什么','装箱单'),('美国申报比例怎么算','不能按统一比例'),
+               ('美国不包税查验费用谁承担','比例均摊'),('美国这周哪天开船','联系人工核对'))
+        for question,expected in cases:
+            with self.subTest(question=question):self.assertIn(expected,self.ask(question))
+        cid=self.conversation();self.ask('美国30KG海派报价',cid)
+        self.assertIn('唛头',self.ask('外箱标签呢',cid))
+        self.assertIn('目的国家',self.ask('可以上门提货吗'))
+        self.assertIn('普船海派',self.ask('你们能发美国吗，有哪些渠道'))
+        text=self.ask('美国美西30KG最便宜的，月底必须到，义乌海派')
+        self.assertIn('30KG = 60元',text);self.assertIn('不能作为',text)
+
+    def test_order_business_status_does_not_imply_signing_shelving_or_piece_delivery(self):
+        self.assertIn('业务完成不等于',self.ask('头程订单已完成是不是签收了'))
+        self.assertTrue(self.events('这票上架了吗')[0]['login_required'])
+        self.login();cid=self.conversation()
+        self.events(self.order['inbound_code'],cid)
+        text=self.ask('这票已完成为什么还没上架',cid)
+        self.assertIn('已离开起运港',text)
+        self.assertIn('不等于收件人签收',text)
+        self.assertNotIn('已经到港',text)
+        text=self.ask('怎么三天都没更新',cid)
+        self.assertIn('2026-10-01',text);self.assertIn('原因无法',text)
+        text=self.ask('到了几箱？少了一箱',cid)
+        self.assertIn('登记总件数为2件',text);self.assertIn('没有逐箱签收明细',text)
+        text=self.ask('帮我催一下',cid)
+        self.assertIn('尚未提交',text)
+        self.assertIn('未找到',self.ask('QACOMMON20260099上架了吗'))
+        self.client.post('/api/customer/logout')
+        self.assertEqual(self.client.get('/api/get_messages',query_string={'conv_id':cid}).json,[])