背景

虛假簽收定義為“物流狀態(tài)顯示Delivered，但買(mǎi)家反饋未收到貨”，為了有效的處理虛假簽收?qǐng)鼍?，故而指引商家解決此類(lèi)問(wèn)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(huà)，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(mǎi)家溝通，了解買(mǎi)家的訴求

商家可使用下方話(huà)術(shù)給予買(mǎi)家建議： 確認(rèn)買(mǎi)家地址填寫(xiě)是否正確，查找周邊并與末端物流商(Ninja Van)聯(lián)系確認(rèn)包裹狀態(tài)：

英語(yǔ)：適用市場(chǎng)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(yǔ)（中文）：適用市場(chǎng)-馬來(lái)西亞，新加坡

Chinese

• 內(nèi)容：?如果您的包裹追蹤顯示為已送達(dá)但您還沒(méi)有收到，請(qǐng)檢查您在下單時(shí)是否提供了正確的地址。正確的地址應(yīng)包括單位/門(mén)牌號(hào)碼、街道號(hào)碼和街道名稱(chēng)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(jī)是否有未接過(guò)投遞通知電話(huà)。

• ?4. 如果仍然沒(méi)有包裹的線(xiàn)索，請(qǐng)聯(lián)系承運(yùn)商。網(wǎng)站是 https://www.ninjavan.co/。（網(wǎng)頁(yè)內(nèi)容僅支持英文）

泰語(yǔ)：適用市場(chǎng)泰國(guó)

Thai

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

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

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

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

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

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

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

越南語(yǔ)：適用市場(chǎng)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(lái)語(yǔ)：適用馬來(lái)西亞，新加坡市場(chǎng)

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(wú)法幫助用戶(hù)，用戶(hù)進(jìn)一步尋求平臺(tái)客服的幫助

如果商家在與用戶(hù)的溝通過(guò)程中，用戶(hù)表示自己的下單地址填寫(xiě)正確且Ninja Van無(wú)法提供有效信息，商家可給予下圖，指導(dǎo)用戶(hù)找到咨詢(xún)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反饋后，會(huì)重點(diǎn)核實(shí)：1）用戶(hù)下單地址填寫(xiě)準(zhǔn)確性；2）根據(jù)尾程Tracking number在Ninja Van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(hù)和物流商雙方提供證據(jù)，如果是用戶(hù)錯(cuò)誤（如地址填寫(xiě)錯(cuò)誤），則由買(mǎi)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(wú)法區(qū)分責(zé)任方，則由平臺(tái)兜底。