客户收到包裹  Delivered

客户问题

商家回复指引

Answers to the questions

 

我的订单物流显示签收了,但是我没有收到

检查订单状态, 如若是Delivered请让客人先尝试联系

LAZADA当地客服协商解决,如无法解决需卖家提工单.

Thanks for ordering from us, from our checking yes, it shows that   the parcel delivered already, can you double check with your local CS now since they can talk to local delivery company for update. Thanks





我收到包裹里面什么都没有,是个空包

请指导买家,配合取证,需要的信息有:

-买家对签收包裹的描述,如签收时,包裹是否完好

-买家对包裹的外包装拍照

-买家对收到商品的拍照

卖家需要提交工单,由PSC调查,同时请建议买家: 在签收包裹时,如果外包装有损,请拒绝签收,并通知卖家

 Thanks for ordering from us, and we are sorry to hear this, kindly help to provide:

-  Your description about the parcel outlook when you signed for it

-  The photos of the parcel that your received, better with LM shipping label

-  The photos of the products that you received

 

 

我购买的是鞋子,为什么收到的是衣服。是不是你们发错货了啊




请指导买家,配合取证,需要的信息有:

-买家对包裹的外包装拍照,带面单信息

-买家对收到商品的拍照

-尽力配合撕掉末公里面单,拍首公里面单   卖家需要提交工单,由PSC调查

Thanks for ordering from us, and we are sorry to hear this, kindly help to provide:

-  Your description about the parcel outlook when you signed for it

-  The photos of the parcel that your received, better with LM shipping label

-  The photos of the products that you received






我收到这个物品有损坏了,怎么处理

请指导买家,配合取证,需要的信息有:

-买家对签收包裹的描述,如签收时,包裹是否完好

-买家对包裹的外包装拍照

-买家对收到商品的拍照

卖家需要提交工单,由PSC调查

同时请建议买家: 在签收包裹时,如果外包装有损,请拒绝签收,并通知卖家. 另外,商家自身也应该把商品包装做好

 

Thanks for ordering from us, and we are sorry to hear this, kindly help to provide:

-  Your description about the parcel outlook when you signed for it

-  The photos of the parcel that your received, better with LM shipping label

-  The photos of the products that you received



这个显示签收了,放在我的鞋架上,要是被人偷了怎么办啊



安抚买家,以实际情况为准,如果丢失提醒买家第一时间联系商家进行核查,商家提工单

Thanks fo ordering from us, and luckily that you have received the parcel. I will send inquiry to Lazada logistic   about this, and urge them to make improvement. Thanks again for your feedback


包裹派送失败 Failed Delivery

 

客户问题

 

商家回复指引

Answers to the questions

 

 

 

物流没有显示派送就更新派送失败的物流

 

 先确认买家的地址是否有异常. 如果没有异常的ASC物流已经更新派送失败. 则无法再次安排派送,安抚买家并与PSC确认不派送的原因

 Thanks for ordering from us. I’m really sorry for this. I have   checked, this order is really failed delivery in my system. I will double check with logistic for detailed reason. Please wait for my further update and then consider to re-order it, thanks.

 

 

 

妥投失败是否可以修改地址

 

当订单生成的时候已经无法修改地址. 安抚买家,如果买家强制性需要修改地址, 可以引导买家与当地的客服联系处理. 温馨提示买家: 建议买家在下单前确认好地址, 避免后续需要修改地址产生不必要的费用

 Thanks for ordering from us. I’m really sorry that the order has been failed delivery, which means, we can't reactive it to do   delivery, I’m sorry. Can you re-order it with the correct address?   Appreciate your understanding, thanks.

 

 

 首次派送失败可以再次安排派送吗?

 

 ASC已经更新为妥投失败的订单就无法再次安排派送了. 如果ASC还是shipped,可以让买家与当地的3PL或者当地的客服联系处理

 Thanks for ordering from us. I'm really sorry to let you know that the order can’t be re- delivered as it has been updated in   logistic system already. You may have to re-order it, Appreciate your understanding, thanks.


订单取消 Cancelled

 

客户问题

 

商家回复指引

 

Answers to the questions

 

 

 

为什么我的订单被取消了,我没有取消啊。我还需要这个货怎么办



 检查产品实际库存

库存不充足的情况几时可以补货,买家要几时可以重新下单购买

库存充足的情况下根据实际情况回复买家,引导买家重新下单,请告知买家具体发货时间.

 Thanks for your interests in our products. We found that this order was cancelled by platform due to our   shipping time is breaching SLA.

After checking, I notice that the item is temporary out of stock,   kindly re-order it at *** date / This item is back to stock now, kindly order it now at :product link******************


订单退货 Returned

 

客户问题

 

商家回复指引

Answers to the questions

 

 

 

 

 我们要怎么申请退货退款呢?




查看订单状态,如果订单签收时间已经超过7天,那么已经过了可申请退货的时效.如果订单签收时间在7天内,可让客户自行联系当地客服申请退货

买家端local联系指引:

 Thanks for ordering from us and we are sorry that you are not   satisfied with our product, can you let me know more about your feedback on it, why you would like to initiate return? Kindly be   noted that current return policy is within 7days, from the time that you   signed it off. If really you want to apply for the return, kindly contact your local CS for that, thanks

我买了三个,只收到两个,卖家说少发

了一个,我可以申请部分退款吗?

我要怎么申请部分退款呢?我点的时候

需要全退的

可让客户自行联系Local客服申请部分退款,请商家注意: RTS环节跟后续的包装要匹配上,否则平台会补扣货款

Thanks for your messages, kindly contact your local CS to apply for partial refund for it

 

我申请退货的时候是需要选择lazada的地址还是卖家退货的地址呢?

 

客户申请退货时应选择lazada地址,因为客户需要把包裹退回到lazada当地仓库,而不是直接退回给商家

 Thanks for ordering from us and for the return process, the address needs to be Lazada address, as all returned items would be   quality check there. Kindly send back all the belongs to Lazada so that they can verify it, thanks


不同订单状态下,对应的 can do, can not do


买家

卖家

平台建议

订单生成 Pending

买家可以通过local CS取消订单

N/A

建议由买家来对订单进行处理,避免影响店铺指标

备货发货 RTS

N/A

卖家需提交工单+与买家对话截图对订单进行取消

建议按正常订单处理流程来发货,实在要修改订单,只能取消

Lazada分拣中心作操作处理 Scan- In

 

 

 

 




N/A

 

 

 

 




N/A

 

 

 

 

 

 

建议卖家尽全力与买家沟通,避免订单投递失败,提升订单派送率

货物清关 In Transit

交货到当地的第三方物流

Shipped

客户收到包裹 Delivered

包裹派送失败 Failed Delivery

订单取消

Cancelled

订单退货 Returned

订单生成了后,对订单里的任何信息都是无法修改的, 唯一的修改方式: 取消订单


重要提醒

文章来源:内容来源于Lazada大学,仅作跨境学习交流用途,知识模块与文件所有权归于Lazada所有。