1、处理流程
2、常见问题及相关话术
| 可能发生的问题 | 订单状态 | 话术 |
| 致歉 | 亲，非常抱歉耽误您使用了。 | |
| 签收3天内 | 反馈问题未提供图片 | 您别担心，如果产品确实破了，我们一定会妥善处理。 产品现在在您手边吗？麻烦您拍一下带有快递面单（可以清楚看到快递单号）的包裹照片+商品破损部位照片，我看一下具体的情况。 |
| 正装 | 反馈问题同时已提供图片 | 您别担心，如果产品确实破了，我们一定会妥善处理。 |
| 如未提供图片则进一步确认（外包裹是否破损）用来确认是否快递致损 | 另外，想麻烦亲帮忙看一下，当时您收到的时候，包裹完好吗，有没有二次封箱的痕迹。 如果有破损，麻烦亲帮忙拍一下包裹破损+快递面单部位的照片，麻烦您了。 |
|
| 情况一：商品完好 包裹有破损或挤压痕迹 |
A：亲亲，看到了，确实包裹可能在物流途中互相挤压，幸好商品没破，考虑到您的购物体验，帮您申请20远补偿，给您带来不必非常抱歉。 | |
| 情况二：产品轻微破损（刮痕等） | 亲亲，看到了，因为包裹在路上互相挤压。通过照片来看，产品本身没有弄坏，您看这样，考虑到您的购物体验，帮您申请20元补偿，给您带来不必非常抱歉。 | |
| 耽误您的使用非常抱歉，是给您换一台，换货运费我们来承担，您先寄回给我们，我们收到后，再给您发一份新的。 | ||
| 相对换货的时效比较长，而且是快递暴力导致的，所以不能保证到您手里一定跟我们发货一样完好，这点我们也有点无奈。不管您选择哪种处理方案，我们都会负责的。 | ||
| 要求换货： 好的，我理解的，我给您我们仓库的地址，您按照地址寄回给我们，麻烦您垫付寄回的运费并将寄回的快递单号提供给我们。 我们会在收到您退回的商品后，给您重新发一份新的，另外再返回您垫付的运费钱。 另外，换货是无需在淘宝订单上做任何操作的，请您不要申请退款，一单申请退款，就无法给您换货了。 |
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| 要求小额返现： 谢谢亲对我们的理解，麻烦您确认收货后将支付宝账号和姓名提供给我，财务会在72小时内打款给您，请注意查收。 |
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| 严重破损 | 亲，非常抱歉，看到问题确实很严重，这边给您换货您看可以吗？ 您可以直接重新拍一单，原来的订单申请退货退款，寄回给我们，申请我不要了，是有运费险的，超出的部分麻烦您垫付寄回的运费并将寄回的快递单号提供给我们。 |
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