1、流程
2、常见问题及对应话术
| 可能发生的问题 | 订单状态 | 话术 |
| 首次回应 | 很抱歉让您久等了，我马上核实您的订单情况 | |
| 发货 48小时内 |
未退款 | 亲，已经看到了您的订单情况，从快递公司收件，到转出快递公司，发往下一个站点。根据我们的经验，快递公司要经过一单单扫描收件信息的环节。 |
| 所以信息更新会稍微慢一些，还请您再等等，如超过48小时还未有揽件信息，我们重新安排补发，正常情况 会在48小时发出，待发出后会有短信提醒 | ||
| 另外提醒您，如果您还需要货的，请您千万不要申请退款，因为介于天猫规则中，退款是需要最优先处理的。一旦您申请提款，我们就只能给您办理退款，无法再给您发货了 | ||
| 已申请退款 | 亲，已经看到了您的订单情况，从快递公司收件，到转出快递公司，发往下一个站点。 | |
| 根据我们的经验，快递公司要经过一单单扫描收件信息的环节。 | ||
| 所以信息更新会稍微慢一些，另外看到您已经申请了退款，按天猫规则对于申请退款的订单需要优先处理，所以我们会确认物流有返程信息后给您安排退款。 | ||
| 发货超48小时 | 未退款 | 亲，您好，已经看到了您的订单情况，这么久确实不正常，如果是我可能也很难接受，所以能够理解您的心情 |
| 您看这样好吗？您原来的订单我们就视为丢件处理，我现在去申请帮您重新补发一份。 | ||
| 正常会在48小时内发出，包裹出库后会有短信提醒，同时，我们会把补发的单号旺旺留言给到您，方便您查看配送进程。 | ||
| 已申请退款 | 亲，您好，已经看到了您的订单情况，这么久确实不正常，如果是我可能也很难接受，所以能够理解您的心情 | |
| 看到您已申请了退款，按天猫规则对于申请退款的订单需要优先处理，物流信息有明显返程信息后我们会为您办理退款。 |
3、补发流程
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