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場景，故而指引商家解決此類問題。

流程指引

注意如果消費者發(fā)起了退款請求而商家不做任何處理的話，48小時后該請求就會被系統(tǒng)自動批復(fù)，退款給消費者。

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： 確認買家地址填寫是否正確，查找周邊并與末端物流商(Ninja Van)聯(lián)系確認包裹狀態(tài)：

英語：適用市場全部

English

內(nèi)容：

• ?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. Ninja Van’s website is https://www.ninjavan.co/?

華語（中文）：適用市場-馬來西亞，新加坡

Chinese

• 內(nèi)容：?如果您的包裹追蹤顯示為已送達但您還沒有收到，請檢查您在下單時是否提供了正確的地址。正確的地址應(yīng)包括單位/門牌號碼、街道號碼和街道名稱以及相應(yīng)的郵政編碼。

• ?如果您確定地址正確，您可以這么做： 

• ?1. 環(huán)顧四周，檢查您的包裹是否被放置在走廊或接待處等隱蔽區(qū)域或被鄰居接受。 

• ?2. 檢查您所在地址的家人、朋友或室友是否代您收貨。

• ?3. 檢查您的手機是否有未接過投遞通知電話。

• ?4. 如果仍然沒有包裹的線索，請聯(lián)系承運商。網(wǎng)站是 https://www.ninjavan.co/。（網(wǎng)頁內(nèi)容僅支持英文）

泰語：適用市場泰國

Thai

• 內(nèi)容：????????????????????????????????? ???????????????? ??????????????????????? ??????????????????????? ???????????????????????? ????????????????????? ????????????????????????????????????????? / ?????????? ????????????????????????????

• ????????????????????????????????????????? ??????

• ?1. ?????????? ??????????????????????????????????????????????????????????????????????????????? ???? ????????????????????????????? ???????????????????????????????????????????????

• ?2.????????????????????????????????????? ?????? ???????????????????????????????????????????????????????????????????

• ?3.???????????????????????????????????????????????????????????????????????????????????

• ?4.?????????????????????????????     ??????????????????????  ???????????Ninja Van

• ? ?(????????)???https://www.ninjavan.co/

越南語：適用市場越南

Vietnamese

內(nèi)容：

• ?N?u tràng thái theo d?i b?u ki?n c?a b?n cho th?y là ?? giao nh?ng b?n ch?a nh?n ???c, b?n nên ki?m tra b?n ?? cung c?p ??a ch? chính xác khi ??t hàng hay ch?a. ??a ch? chính xác ph?i bao g?m s? nhà/ c?n h?, s? ???ng ph? và tên ???ng và m?t m? b?u ?i?n t??ng ?ng.

• ?N?u b?n ch?c ch?n ??a ch? ???c cung c?p là chính xác, b?n nên:

• ?1. Quan sát xung quanh và ki?m tra xem b?u ki?n c?a b?n có ???c ??t ? nh?ng khu v?c b? che ph? nh? hành lang ho?c qu?y l? tan hay kh?ng, ho?c ???c hàng xóm c?a b?n nh?n thay cho b?n.

• ?2. Ki?m tra xem b?u ki?n có ph?i ?? do gia ?ình, b?n bè ho?c b?n cùng phòng t?i ??a ch? c?a b?n nh?n thay cho b?n.

• ?3. Ki?m tra xem có cu?c g?i nh? ?? th?ng báo giao hàng trong ?i?n tho?i c?a b?n kh?ng

• ?4. Liên h? v?i nhà cung c?p d?ch v? h?u c?n n?u v?n kh?ng có th?ng tin c?a gói hàng. Trang web c?a Ninja Van là https://www.ninjavan.co/?

馬來語：適用馬來西亞，新加坡市場

Malay

內(nèi)容：

• ?Jika penjejakan bungkusan anda menunjukkan sudah dihantar tetapi anda belum menerimanya, anda harus menyemak sama ada anda memberikan alamat yang betul semasa anda membuat pesanan. Alamat yang betul hendaklah termasuk nombor bangunan/rumah, nombor jalan dan nama jalan serta poskod yang sepadan.

• ?Jika anda pasti alamatnya betul, anda patut:

• ?1. Lihat sekeliling anda dan menyemak sama ada bungkusan anda telah diletakkan di kawasan tersembunyi seperti koridor atau penerimaan tempat atau diterima oleh jiran anda.

• ?2. Semak sama ada keluarga, kawan atau rakan asrama anda di alamat anda telah menerima bungkusan anda.

• ?3. Semak sama ada terdapat notis percubaan penghantaran dalam rekod panggilan terlepas anda

• ?4. Hubungi pembawa jika anda masih tiada petunjuk tentang bungkusan anda. Laman web Ninja Van ialah https://www.ninjavan.co/

Step 2：商家無法幫助用戶，用戶進一步尋求平臺客服的幫助

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Ninja Van無法提供有效信息，商家可給予下圖，指導(dǎo)用戶找到咨詢平臺客服的入口

Step 3：平臺客服介入處理核實

平臺客服接收到虛假簽收的反饋后，會重點核實：1）用戶下單地址填寫準(zhǔn)確性；2）根據(jù)尾程Tracking number在Ninja Van網(wǎng)站確認包裹狀態(tài)。針對有爭議的場景，會讓用戶和物流商雙方提供證據(jù)，如果是用戶錯誤（如地址填寫錯誤），則由買家擔(dān)責(zé)；如果是物流商錯誤，則會請求由物流商賠付；如果無法區(qū)分責(zé)任方，則由平臺兜底。