妥投失敗
起點(diǎn)
包裹到達(dá)目的國后，在尾程物流商派送過程中，服務(wù)商會進(jìn)行1-3次派送嘗試；
因?yàn)榈刂吩?、收件人不在家、包裹未及時自提、收件人拒收等原因?qū)е掳淄妒。?br />
東南亞跨境COD收件人拒收也屬于妥投失敗的一種；
終點(diǎn)
海外妥投失敗訂單的終態(tài)一般為：
銷毀/棄件：包裹退回到海外倉，保留時效內(nèi)未發(fā)起退回重派請求，包裹超期被銷毀或棄件；
妥投：包裹首次妥投失敗后，在正式退回海外倉前客戶及時自取或申請重派；或退回海外倉后退回重派成功，包裹妥投；
丟失：海外退件時間過長，服務(wù)商無法確定包裹狀態(tài)或海外退件途中丟失；
破損：海外退件途中包裹被損壞等服務(wù)商承認(rèn)包裹破損的場景
TikTok Shop平臺減少派送失敗措施
C端節(jié)點(diǎn)觸達(dá)
包裹進(jìn)入到目的國派送階段后，TikTok Shop平臺會在物流節(jié)點(diǎn)"派送開始、到達(dá)待取、派送異常"觸發(fā)給買家的站內(nèi)信以及C端彈窗，以提醒買家及時關(guān)注包裹動態(tài)并主動獲取包裹；
下單地址校驗(yàn)
用戶下單時，TikTok Shop平臺會對錯誤地址信息以及偏遠(yuǎn)不可達(dá)地址進(jìn)行校驗(yàn)，從源頭上減少地址錯誤導(dǎo)致派送失敗的情況，從而降低您因?yàn)榕伤褪《馐艿挠唵螕p失
C端溫馨提示
包裹在目的國妥投失敗，退回到海外退件倉后，自動觸發(fā)溫馨提示，會在客戶軌跡頁面顯示相關(guān)提示話術(shù)，告知客戶包裹的退回狀態(tài)，從而引導(dǎo)客戶盡快選擇退款或退回重派；
如何減少派送失敗
商家如何建議買家聯(lián)系尾程服務(wù)商？
以下話術(shù)僅供參考，不代表平臺意見或建議，商家可自行準(zhǔn)備相關(guān)話術(shù)發(fā)給買家。
RM
Dear Customer,
We are very glad that you choose TikTok Shop and we hope you have a wonderful shopping experience with us. We understand that some of our Tracking Messages can be confusing. Here below you'll find some of the common terms and what you should do for your easy reference.
1. 'Delivery can't be completed'
We suggest you to get to the page of 'Track Your Item' with following link (物流追蹤 to find out the reason if the status of your parcel shown as 'Delivery can't be completed'.
2. 'Incorrect addressed / Returned to sender'
Please contact Royal Mail directly with the contact number below to rectify your current shipping address and they will help you with this by either arranging a redelivery or self-collection.
Contact Number: 03457-740-740 / 03457-777-888
They are available on:
Monday to Friday: 07:00 - 20:00
Saturday: 08:00 - 18:00
Sunday: 09:00 - 16:00
And Royal Mail also provides a contact option for hard of hearing. The contact number is 03456-000-606 which is available at 08:00 - 18:00 from Monday to Friday and 08:00 - 13:00 on Saturday.
Please feel free to find more details with: 幫助中心
3. 'Parcel missing in Post Office or returned to sender'
Don't worry. You can place a refund request immediately to get your money back or, if you prefer to get your parcel, please contact TikTok Shop to submit a redelivery ticket so as to trigger the reshipment once upon the parcel arrives at the warehouse.
Please provide TikTok Shop with your full address, which should include Flat/House number, Street Name and Number, Country, Postcode. You will get updated with the new tracking number of redelivery on the ticket.
We apologize for any inconvenience caused by the failed delivery. We are dedicated to creating a wonderful logistics experience just for you.
Evri
Dear Customer,
We are very glad that you choose TikTok Shop and we hope you have a wonderful shopping experience with us. We understand that some of our Tracking Messages can be confusing. Here below you'll find some of the common terms and what you should do for your easy reference.
1. 'Delivery can't be completed'
We suggest you to get to the page of 'Track Your Item' with following link (物流追蹤 ) to find out the reason if the status of your parcel shown as 'Delivery can't be completed'.
2. 'Incorrect addressed / Returned to sender'
Please contact Evri directly with the contact number below to rectify your current shipping address and they will help you with this by either arranging a redelivery or self-collection.
Contact Number: 03446443555 or 0330 808 5456
They are available on:
Monday to Saturday: 08:00 - 18:00
Please feel free to find more details with:(幫助中心）
3. 'Parcel missing in Post Office or returned to sender'
Don't worry. You can place a refund request immediately to get your money back or, if you prefer to get your parcel, please contact TikTok Shop to submit a redelivery ticket so as to trigger the reshipment once upon the parcel arrives at the warehouse.
Please provide TikTok Shop with your full address, which should include Flat/House number, Street Name and Number, Country, Postcode. You will get updated with the new tracking number of redelivery on the ticket.
We apologize for any inconvenience caused by the failed delivery. We are dedicated to creating a wonderful logistics experience just for you.
Yodel
Dear Customer,
We are very glad that you choose TikTok Shop and we hope you have a wonderful shopping experience with us. We understand that some of our Tracking Messages can be confusing. Here below you'll find some of the common terms and what you should do for your easy reference.
1. 'Delivery can't be completed'
We suggest you to get to the page of 'Track Your Item' with following link (物流追蹤） to find out the reason if the status of your parcel shown as 'Delivery can't be completed'.
2. 'Incorrect addressed / Returned to sender'
Please contact Yodel directly with the contact number below to rectify your current shipping address and they will help you with this by either arranging a redelivery or self-collection.
Contact Number: 0344 342 3157 / 0344 755 0117
They are available on:
Monday to Friday: 08:00 - 20:00
Saturday: 08:00 - 17:00
Please feel free to find more details with: 幫助中心
3. 'Parcel missing in Post Office or returned to sender'
Don't worry. You can place a refund request immediately to get your money back or, if you prefer to get your parcel, please contact TikTok Shop to submit a redelivery ticket so as to trigger the reshipment once upon the parcel arrives at the warehouse.
Please provide TikTok Shop with your full address, which should include Flat/House number, Street Name and Number, Country, Postcode. You will get updated with the new tracking number of redelivery on the ticket.
We apologize for any inconvenience caused by the failed delivery. We are dedicated to creating a wonderful logistics experience just for you.
NJV
Hi, dear. If the shipping history of your parcel in TikTok Shop shows as 'Delivery can't be completed', please go to page "NJV Track Your Item" and check the reason.
If the reason shows 'Incorrect addressed. Returned to sender', please contact NJV to provide them your correct full address so as to ask for a redelivery or self-collection. You could go to the page "NJV Chat" and talk to one of their customer service team 9am - 7pm, Mondays to Saturdays, and 9am - 6pm on Sundays, excluding public holidays, or call them anytime from 8am to 10pm from Mondays to Saturdays (excluding public holidays) for assistance.
MY: 物流追蹤；聯(lián)系方式 +60 111 7225600
PH：物流追蹤； 聯(lián)系方式(02) 82711501
TH：物流追蹤；聯(lián)系方式1469
SG： 物流追蹤；聯(lián)系方式+65 6602 8271
VN：物流追蹤；聯(lián)系方式+84 1900 886 877
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 TikTok Shop to submit a redelivery ticket and trigger the reshipment once upon the parcel arrives at the warehouse. Please provide TikTok Shop with your full address, which should include flat/house number, street number and street name, country and a corresponding postcode. You will get updated with the new tracking number of redelivery on the ticket.
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!
買家何時可以自行聯(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1～3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：
1.此種重派不會產(chǎn)生新的物流單號，無需提交平臺退回重派工單；
2.如果買家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)。
3.物流軌跡里有Delivery Attempted 或 Pending等字樣，e.g。
UK
服務(wù)商：Royal Mail
聯(lián)系方式：03457 777 888 / 03457 740 740
官網(wǎng)：官網(wǎng)
工作時間：周一到周五 7am-8pm； 周六8am-6pm，周日 9am-4pm
服務(wù)商：Yodel
聯(lián)系方式：幫助中心
官網(wǎng)：官網(wǎng)
工作時間：周一到周五 8am-8pm；周六 8am-5pm
SEA
服務(wù)商：NJV
聯(lián)系方式
MY：+60 111 7225600 聯(lián)系方式
PH：(02) 82711501 聯(lián)系方式
TH：1469 聯(lián)系方式
SG：+65 6602 8271 聯(lián)系方式
VN：+84 1900 886 877 聯(lián)系方式
工作時間：周一到周六9am - 7pm； 周日9am - 6pm
包裹派送失敗后，您可以做些什么？
退回重派
定義
包裹首次妥投派送失敗后，包裹會在當(dāng)?shù)卣军c(diǎn)停留一段時間，在此期限內(nèi)，收件人可聯(lián)系當(dāng)?shù)匚渤谭?wù)商及時自取或安排再次派送（如有此服務(wù)）；該情況不屬于平臺定義的退回重派，因此買賣家側(cè)無需提交退回重派工單；
包裹在目的國尾程妥投失敗退回，明確退回至海外倉后，包裹會在服務(wù)商海外退件倉保留一定時間，該保留時效內(nèi)，買賣家可以提交退回重派工單，該場景為平臺定義的退回重派；與上述消費(fèi)者自取或重派不同，退回重派通常會換單重派，且產(chǎn)生新的運(yùn)單號，也會產(chǎn)生一定的改派費(fèi)用；
背景
為了降低因派送失敗而導(dǎo)致商家可能遭受商品損失的風(fēng)險，同時提升用戶體驗(yàn)，每個確認(rèn)海外派送失敗的訂單都可以被發(fā)起一次免費(fèi)的退回重派申請，當(dāng)前平臺合作所有服務(wù)商都可提供該服務(wù)；
涉及到收件人地址信息的合規(guī)問題，當(dāng)前平臺優(yōu)先處理由買家發(fā)起的退回重派申請，如果您希望對某一個訂單發(fā)起退回重派，請優(yōu)先建議買家去向平臺發(fā)起改派工單；
當(dāng)訂單物流節(jié)點(diǎn)變?yōu)椤癉elivery can't be completed”的5～12天內(nèi)(不同包裹銷毀前保留時效有所區(qū)別，提交工單后，平臺客服會對時效進(jìn)行審核）買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）。
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，后期的退回重派處理結(jié)果及新物流單號會更新到工單中。
申請條件
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）
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
商家沒有給用戶退款且訂單沒有被取消
商品退到退件倉，且貨物到達(dá)海外退件倉沒有超過5～12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，提交工單后，平臺客服會對時效進(jìn)行審核）
申請步驟
商家
您可在商家后臺--幫助中心--我的工單--創(chuàng)建客服工單，選擇Order Fulfillment-Logistics and Fulfillment --- Re-delivery request，工單信息中需包含：訂單號，物流單號tracking number
您可以提交退回重派工單詢問平臺客服某一訂單是否滿足退回重派的前提條件，若包裹可退回重派，則您需要聯(lián)系并建議買家盡快提交買家側(cè)的重派工單，并建議買家將重派地址（需包括 買家姓名、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）附到買家側(cè)工單里
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，后期的退回重派處理結(jié)果及新物流單號會更新到工單中。
買家：買家創(chuàng)建工單可遵循如下步驟：Fulfillment&delivery -- Delivery service-- Redelivery service
注意事項(xiàng)
商家/買家可在舊包裹退回到倉保留時效內(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。
若超時未提交申請，包裹將會在7~30個自然日進(jìn)行銷毀。
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，后期的退回重派處理結(jié)果會更新到工單中。
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TikTok Shop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
費(fèi)用賠付
包裹妥投失敗后，您可以提交工單和平臺客服確認(rèn)包裹是否已經(jīng)退回到海外退件倉；若包裹已經(jīng)確認(rèn)退回且買家無改派請求，則這種情況下需要您承擔(dān)該訂單的全部損失；
針對東南亞跨境COD拒收訂單，這種也屬于妥投失敗，該情況下也需要您承擔(dān)該訂單的全部損失；
確認(rèn)妥投失敗的訂單后續(xù)如訂單物流狀態(tài)變?yōu)長ost或damage，則您可以聯(lián)系平臺客服申請索賠，平臺客服核實(shí)后會為您全額退款；
服務(wù)商已經(jīng)確認(rèn)妥投失敗，且處于海外退件狀態(tài)的訂單，如消費(fèi)者表示不再需要該包裹，您可以優(yōu)先建議買家申請退款。
FAQ
除了商家后臺，商家還可以在哪里自行查看包裹在尾程的物流詳情？
Royal Mail： 門戶網(wǎng)站; 單號格式：W00000GB / U00000GB
Yodel: 門戶網(wǎng)站；單號格式：JJ00000
Hermes/Evri： 門戶網(wǎng)站 ; 單號格式：H00000
單號格式：KN0000
Yodel: 門戶網(wǎng)站；單號格式：YT00000查找尾程單號
Hermes/Evri： 門戶網(wǎng)站 單號格式：TikTok Shop提供單號可查
注意：使用尾程的tracking number查看包裹的物流詳情，如果有顯示incorrect addressed，則代表用戶地址錯誤，無法妥投。
派送失敗后，包裹返回的路線以及退回時效是怎樣的？
包裹會先退回到郵局，郵局一般會累積一些包裹后（也有可能不累積），再統(tǒng)一退到海外退件倉
5～12天從哪個時間節(jié)點(diǎn)開始計(jì)算？
一般是從商品到達(dá)退件倉當(dāng)天（含）開始計(jì)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7～20天不等，超出保留時效的包裹會被銷毀；
所以退回重派工單必須在貨物退到退件倉起的5～12天內(nèi)（不含到倉當(dāng)天）被發(fā)起，平臺客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；
若工單未被關(guān)閉，則服務(wù)商會在工單內(nèi)反饋退回重派的結(jié)果以及改派新單號；
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(jì)算起點(diǎn)）
商客服和物流商收到商家退回重派的工單后，會做哪些處理？
商服會再次審核工單里的訂單是否符合退回重派的前提條件，如果符合會建議商家盡快聯(lián)系買家提交平臺工單發(fā)起重派，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。
云途：每周一/三/五與Royal Mail聯(lián)系處理退回重派，一般情況下是隔天（每周二/四/六）出具重派tracking number；
燕文：統(tǒng)一時間（一般是一周一次或在截止時間）提交給供應(yīng)商，供應(yīng)商5-10個工作日安排重派并回傳新單號；
CNE: 有重派請求時可以做到每天都安排重派并將單號回傳，最新四月份平均重派時效是3天;
萬邦: 周一至周五15:00前收到的重派請求會當(dāng)天處理，否則會順延一個工作日;
NJV: 有重派請求時可以做到每天都安排重派并將單號回傳,新重派單號在原單號后+z即重拍單號
退回重派過程中，商家側(cè)和用戶側(cè)能收到提醒么？
退回重派中的時候，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 Shop 內(nèi)追蹤到退回重派的包裹。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；能追蹤到退回重派的軌跡；提示包裹正在退回重派中
B端：能追蹤到退回重派的軌跡；提示包裹正在退回重派中
