背景

虛假簽收定義為“物流狀態(tài)顯示Delivered，但買家反饋未收到貨”，為了有效的處理虛假簽收的cases，故而指引商家解決此類問題。

流程指引

注意如果消費(fèi)者發(fā)起了退款請(qǐng)求而商家不做任何處理的話，48小時(shí)后該請(qǐng)求就會(huì)被系統(tǒng)自動(dòng)批復(fù)，退款給消費(fèi)者。

Step 1：商家先與買家溝通，了解買家的訴求
商家可使用下方話術(shù)給予買家建議：確認(rèn)買家地址填寫是否正確，查找周邊并與末端物流商(Royal Mail)聯(lián)系確認(rèn)包裹狀態(tài)
If the tracking for your parcel shows as delivered but you haven't received it, you should check if you gave a correct address when you made an order. The correct address should include flat/house number, street number and street name and a corresponding postcode.
If you are sure the address is correct, you should:
1. Look around your surroundings and check if your parcel has been placed in a hidden area like corridor or reception or accepted by your neighbor.
2. Check if your family, friends, or roommates at your address have accepted the parcel on your behalf.
3. Check if there is an attempted delivery notice in your mailbox or on your door. Follow the instructions on that notice to request redelivery or to pick up your parcel by yourself.
4. Contact the carrier if there's still no clue of the package. Royal Mail phone number is 03457 777 888. They are open Monday to Friday 7am-8pm, Saturday 8am-6pm and Sunday 9am-4pm. Their website is https://www.royalmail.com/track-your-item. If necessary, you can ask for the help of the nearest post office to check if your parcel is there.

Step 2：商家無法幫助用戶，用戶進(jìn)一步尋求平臺(tái)客服的幫助

如果商家在與用戶的溝通過程中，用戶表示自己的下單地址填寫正確且Royal mail無法提供有效信息，商家可給予下圖，指導(dǎo)用戶找到咨詢平臺(tái)客服的入口

Step 3：平臺(tái)客服介入處理核實(shí)
平臺(tái)客服接收到虛假簽收的case后，會(huì)重點(diǎn)核實(shí)1）用戶下單地址填寫準(zhǔn)確性；2）根據(jù)尾程tracking number在Royal Mail網(wǎng)站確認(rèn)包裹狀態(tài)。針對(duì)有爭(zhēng)議的場(chǎng)景，會(huì)讓用戶和物流商雙方提供證據(jù)，如果是用戶錯(cuò)誤（如地址填寫錯(cuò)誤），則由買家擔(dān)責(zé)；如果是物流商錯(cuò)誤，則會(huì)請(qǐng)求由物流商賠付；如果無法區(qū)分責(zé)任方，則由平臺(tái)兜底。