背景

為了降低因派送失敗而導(dǎo)致賣家可能遭受商品損失的風(fēng)險，同時提升用戶體驗，平臺從【2021年11月8日】起為所有跨境賣家提供一次免費(fèi)的改派服務(wù)，當(dāng)前TT平臺合作所有服務(wù)商都可提供該服務(wù)。

當(dāng)訂單物流狀態(tài)為“Delivery can’t be completed”的5～12天內(nèi)(不同服務(wù)商在銷毀包裹前保留時效有所區(qū)別，商家可提交工單后交由平臺客服審核時效)，賣家可向平臺客服發(fā)起改派申請（每個訂單支持改派一次）。賣家需要在商家后臺提交二次改派的工單，產(chǎn)生的費(fèi)用暫由平臺支付。

賣家可在商家后臺>幫助中心>創(chuàng)建新客服工單，選擇Order Fulfillment-Logistics and Fulfillment –> Re-delivery request，一個工單里可上傳附件從而批量提交多個訂單的二次改派需求，附件中需包含訂單號，物流單號tracking number，用戶姓名、電話和新地址，新地址需要精確到?牌號，街道號和街道名字及其對應(yīng)的郵編。

平臺收到工單需求后，會進(jìn)行地址和時效審核，審核通過后，會在2個工作日內(nèi)聯(lián)系物流商進(jìn)行改派。在LSP存在工單、且未關(guān)閉的情況下，后期的二次改派處理結(jié)果及新物流單號會更新到工單中。

可以申請二次改派的前提條件

1. 1.?在尾程服務(wù)商官網(wǎng)里查詢到包裹已經(jīng)退回（物流軌跡里有returned to sender 或 overseas return等字樣 e.g）

2. 尾程派送失敗，用戶沒有簽收，用戶側(cè)的訂單物流狀態(tài)為Delivery can’t be completed

3. 3.?商家沒有給用戶退款

4. 4.?訂單沒有被取消

5. 5.?商品退到退件倉，且貨物到達(dá)退件倉沒有超過12天（含到倉當(dāng)天，由于不同包裹銷毀前保留時效有所區(qū)別，商家可提交工單后交由平臺客服審核時效)

注意事項

1. 1.?商家/買家可在舊包裹退回到倉的5～12天內(nèi)(含到倉當(dāng)天)，向平臺客服發(fā)起改派申請（每個訂單支持改派一次），也可在貨物退回退件倉的路途中提前發(fā)起申請，平臺客服會對時效進(jìn)行審核。

2. 2.?若超時未提交申請，包裹將會在5~14個自然日進(jìn)行銷毀。

3. 3.?平臺收到工單需求后，會在2個工作日內(nèi)聯(lián)系物流商派送包裹至新地址，后期的二次改派處理結(jié)果會更新到工單中。

4. 4.?新包裹妥投成功后，物流同學(xué)將手動將訂單狀態(tài)推送到Delivered，所以對于用戶來說，可在TT內(nèi)查看到的物流狀態(tài)最后的兩個節(jié)點(diǎn)依次為Delivery can’t be completed–>Delivered

包裹派送失敗，商家應(yīng)如何建議買家聯(lián)系尾程服務(wù)商 

RM

Hi, dear. If the tracking for your parcel in TikTok shows as ‘Delivery can’t be completed’, please go to Royal Mail Track Your Item page (https://www.royalmail.com/track-your-item )and check the reason.

If the reason shows something like ‘Incorrect addressed. Returned to sender’, please contact Royal Mail to provide them with your correct full address so as to ask for a redelivery or self-collection. You can call them at 03457 740 740 / 03457 777 888. They’re open Monday to Friday 7am-8pm, Saturday 8am-6pm and Sunday 9am-4pm or if you’re hard of hearing, call 03456 000 606. They’re open Monday to Friday 8am-6pm and Saturday 8am-1pm. (https://personal.help.royalmail.com/app/contact#category-tree-after)

If Royal Mail responds that the parcel is no longer in the post office and has been returned to sender, please no worries. You could submit a refund request immediately to get your money back or if you prefer to get your parcel, please contact us to trigger the reshipment. We will then request a redelivery for you upon the parcel arrives at the warehouse. Please provide us with your full address which should include flat/house number, street number and street name, country and a corresponding postcode. We will keep you updated with the new tracking number of redelivery. 

We apologize for any inconvenience caused by this failed delivery. We are working with TikTok Shop to provide better logistics experience. Thank you for your support!

Evri

Hi, dear. If the tracking for your parcel in TikTok shows as ‘Delivery can’t be completed’, please go to Evri Track Your Item page ( https://www.evri.com/track-a-parcel ) and check the reason.

If the reason shows something like ‘Incorrect addressed. Returned to sender’, please contact Hermes to provide them with your correct full address so as to ask for a redelivery or self-collection. Hermes phone number is 03446443555 or 0330 808 5456 or you could also start a chat on the page (https://www.evri.com/help-and-support/help-centre/#/). They are available between 8am and 6pm from Monday to Saturday.

If Evri  responds that the parcel is no longer in the post office and has been returned to sender, please no worries. You could submit a refund request immediately to get your money back or if you prefer to get your parcel, please contact us to trigger the reshipment. We will then request a redelivery for you upon the parcel arrives at the warehouse. Please provide us with your full address which should include flat/house number, street number and street name, country and a corresponding postcode. We will keep you updated with the new tracking number of redelivery. 

We apologize for any inconvenience caused by this failed delivery. We are working with TikTok Shop to provide better logistics experience. Thank you for your support!

Yodel

Hi, dear. If the tracking for your parcel in TikTok shows as ‘Delivery can’t be completed’, please go to Yodel Track Your Item page ( https://www.yodel.co.uk/track) and check the reason.

If the reason shows something like ‘Incorrect addressed. Returned to sender’, please contact Yodel to provide them with your correct full address so as to ask for a redelivery or self-collection. You could go to the page (https://www.yodel.co.uk/help-centre ) and talk to one of their customer services team 8am-8pm from Monday to Friday, 8am-5pm on Saturday or call them at 0344 342 3157 / 0344 755 0117.

If Yodel responds that the parcel is no longer in the post office and has been returned to sender, please no worries. You could submit a refund request immediately to get your money back or if you prefer to get your parcel, please contact us to trigger the reshipment. We will then request a redelivery for you upon the parcel arrives at the warehouse. Please provide us with your full address which should include flat/house number, street number and street name, country and a corresponding postcode. We will keep you updated with the new tracking number of redelivery. 

We apologize for any inconvenience caused by this failed delivery. We are working with TikTok Shop to provide better logistics experience. Thank you for your support!

NJV

Hi, dear. If the tracking for your parcel in TikTok shows as ‘Delivery can’t be completed’, please go to NJV Track Your Item page ( https://www.ninjavan.co/en-my/tracking) and check the reason.

If the reason shows something like ‘Incorrect addressed. Returned to sender’, please contact NJV to provide them with your correct full address so as to ask for a redelivery or self-collection. You could go to the page (https://www.ninjavan.co/en-my/support/ninja-chat ) and talk to one of their customer services team 9am – 7pm, Mondays to Saturdays, and 9am – 6pm on Sundays, excluding public holidays, or call them at 011-17225600, anytime from 8am to 10pm from Mondays to Saturdays (excluding public holidays) for assistance.

If NJV responds that the parcel is no longer in the post office and has been returned to sender, please no worries. You could submit a refund request immediately to get your money back or if you prefer to get your parcel, please contact us to trigger the reshipment. We will then request a redelivery for you upon the parcel arrives at the warehouse. Please provide us with your full address which should include flat/house number, street number and street name, country and a corresponding postcode. We will keep you updated with the new tracking number of redelivery. 

We apologize for any inconvenience caused by this failed delivery. We are working with TikTok Shop to provide better logistics experience. Thank you for your support!

包裹派送失敗，用戶何時可以自行聯(lián)系尾程服務(wù)商再次派送？

尾程服務(wù)商一般會對包裹進(jìn)行2-3次妥投嘗試，在初步派送失敗后但退回海外倉之前，包裹通常會在當(dāng)?shù)剜]局或服務(wù)點(diǎn)儲存一段時間。該期間內(nèi)買家可以自行聯(lián)系尾程服務(wù)商進(jìn)行自取或者免費(fèi)重派，此種重派不會產(chǎn)生新的物流單號，無需提交平臺二次改派工單。如果用戶想派送到另一個地址，該地址必須與前一個地址在一個片區(qū)，具體的以用戶和物流商溝通結(jié)果為準(zhǔn)。

物流軌跡里有Delivery Attempted 或 Pending等字樣，e.g。 

、5～12天從哪個時間節(jié)點(diǎn)開始計算？

一般是從商品到達(dá)退件倉當(dāng)天（含）開始計算。由于包裹退回退件倉后，不同服務(wù)商對包裹保留時效為5～14天不等，超出保留時效的包裹會被銷毀。所以商家必須在貨物退到退件倉起的5～12天內(nèi)（不含到倉當(dāng)天）提交二次改派的工單申請，商服會對時效和地址進(jìn)行審核，審核通過后會交由服務(wù)商進(jìn)行重派。

通過Royal Mail網(wǎng)站查詢時，到達(dá)退件倉的物流狀態(tài)節(jié)點(diǎn)有多個措辭描述，如：Returned to sender；Item received（當(dāng)Item received節(jié)點(diǎn)出現(xiàn)多次時，以最后一次出現(xiàn)的時間為計算起點(diǎn)）

3、商服和物流商收到商家二次改派的工單后，會做哪些處理？

商服會再次審核工單里的訂單是否符合二次改派的前提條件，如果符合會交由物流商安排重派，目前所有物流商都可以做到在LSP存在工單、且未關(guān)閉的情況下，將重派單號更新至相應(yīng)工單。

4、二次改派過程中，商家側(cè)和用戶側(cè)能收到提醒么？

二次改派中的時候，系統(tǒng)上暫時沒有新增變化，系統(tǒng)不會禁止用戶退款，用戶也無法在TikTok內(nèi)追蹤到二次改派的包裹。短期需要商服在工單里提醒商家不要同意退款。長期期望產(chǎn)品能力能做到

C端：不可以發(fā)起退款；能追蹤到二次改派的軌跡；提示包裹正在二次改派中

B端：能追蹤到二次改派的軌跡；提示包裹正在二次改派中