本篇文章将帮助您了解如何处理包裹妥投失败问题。
妥投失败
起点
终点
海外妥投失败订单的终态一般为：
TikTok Shop平台减少派送失败措施
C端节点触达
下单地址校验
C端温馨提示
如何减少派送失败
商家如何建议买家联系尾程服务商？
以下话术仅供参考，不代表平台意见或建议，商家可自行准备相关话术发给买家。
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 (物流追踪 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: 帮助中心
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.
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 (物流追踪 ) 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:(帮助中心）
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.
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 (物流追踪） 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: 帮助中心
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.
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.
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!
买家何时可以自行联系尾程服务商再次派送
此种重派不会产生新的物流单号，无需提交平台退回重派工单；
如果买家想派送到另一个地址，该地址必须与前一个地址在一个片区，具体的以用户和物流商沟通结果为准。
物流轨迹里有Delivery Attempted 或 Pending等字样，e.g。
服务商：Royal Mail
联系方式：03457 777 888 / 03457 740 740
工作时间：周一到周五 7am-8pm； 周六8am-6pm，周日 9am-4pm
服务商：Yodel
工作时间：周一到周五 8am-8pm；周六 8am-5pm
服务商：NJV
联系方式
官网：
工作时间：周一到周六9am - 7pm； 周日9am - 6pm
包裹派送失败后，您可以做些什么？
退回重派
定义
背景
申请条件
在尾程服务商官网里查询到包裹已经退回（物流轨迹里有returned to sender 或 overseas return等字样 e.g）
尾程派送失败，用户没有签收，用户侧的订单物流状态为Delivery can't be completed
商品退到退件仓，且货物到达海外退件仓没有超过5～12天（含到仓当天，由于不同包裹销毁前保留时效有所区别，提交工单后，平台客服会对时效进行审核）
申请步骤
您可在商家后台>帮助中心>我的工单>创建客服工单，选择Order Fulfillment-Logistics and Fulfillment --> Re-delivery request，工单信息中需包含：订单号，物流单号tracking number
您可以提交退回重派工单询问平台客服某一订单是否满足退回重派的前提条件，若包裹可退回重派，则您需要联系并建议买家尽快提交买家侧的重派工单，并建议买家将重派地址（需包括 买家姓名、电话和新地址，新地址需要精确到⻔牌号，街道号和街道名字及其对应的邮编）附到买家侧工单里
平台收到工单需求后，会进行地址和时效审核，审核通过后，会在2个工作日内联系物流商进行改派。在LSP存在工单、且未关闭的情况下，后期的退回重派处理结果及新物流单号会更新到工单中。
注意事项
商家/买家可在旧包裹退回到仓保留时效内(含到仓当天)，向平台客服发起改派申请（每个订单支持改派一次），也可在货物退回退件仓的路途中提前发起申请，平台客服会对时效进行审核。
若超时未提交申请，包裹将会在7~30个自然日进行销毁。
平台收到工单需求后，会在2个工作日内联系物流商派送包裹至新地址，后期的退回重派处理结果会更新到工单中。
新包裹妥投成功后，物流同学将手动将订单状态推送到Delivered，所以对于用户来说，可在TikTok Shop内查看到的物流状态最后的两个节点依次为Delivery can't be completed-->Delivered
FAQ
除了商家后台，商家还可以在哪里自行查看包裹在尾程的物流详情？
单号格式：KN0000
注意：使用尾程的tracking number查看包裹的物流详情，如果有显示incorrect addressed，则代表用户地址错误，无法妥投。
商客服和物流商收到商家退回重派的工单后，会做哪些处理？
商服会再次审核工单里的订单是否符合退回重派的前提条件，如果符合会建议商家尽快联系买家提交平台工单发起重派，目前所有物流商都可以做到在LSP存在工单、且未关闭的情况下，将重派单号更新至相应工单。
退回重派中的时候，系统上暂时没有新增变化，系统不会禁止用户退款，用户也无法在TikTok Shop 内追踪到退回重派的包裹。短期需要商服在工单里提醒商家不要同意退款。长期期望产品能力能做到
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