Case #1116

输入

工单ID（用于发送回复）

客户邮箱

运单号（可手动覆盖）

物流查询 fc（自动/可空）

客户邮件内容

The product was never received.  It was not delivered and returned to sender.  No payment will be forthcoming.  
Sent from my iPhone

> On Mar 11, 2026, at 6:06 AM, smileboxy.com  wrote:
> 
> 
> We have confirmed through our logistics tracking system that your order number #1486
> 
> has been successfully delivered.
> 
> However, we received a notification from our bank that the payment for this order has been deducted due to your chargeback, but we have not yet received your payment. According to our records, the package was signed for by you/at the relevant address, which does not match the chargeback status.
> 
> To properly resolve this issue, please choose one of the following two options:
> 
> Full Payment: Please contact us through the payment link we provide to re-pay the order amount.
> 
> Return: If you no longer need the product, please return it as is. Please note that in this case, you need to ensure that the product is intact and does not affect resale.
> 
> Special Reminder: Initiating a chargeback after receiving the goods is a violation and may affect your records on relevant payment platforms and credit institutions. We hope to resolve this misunderstanding amicably.
> 
> Please reply to this email within three business days, indicating your choice.
> 
> Sincerely,
> 
> Leo

操作步骤

AI分析

数据获取

生成和发送

订单字段

姓名：晓琳

订单号：#1486

物流单号：VY00000001517876

店铺：SM-美国

产品：电子阅读器-黑色

金额：239.0 USD

物流信息

物流状态：Delivered

最新日期：2026-01-13

更新天数：58天

状态摘要

Delivered | days_update=58 | MISHAWAKA, IN 46545 Delivered, In/At Mailbox -> Your item was delivered in or at the mailbox at 10:51 am on January 13, 2026 in MISHAWAKA, IN 46545.

查看物流详细信息

Number:  VY00000001517876
Package status:  Delivered (22 Days)
Country:  CN -> US
VYANG 维央:
2026-01-13 10:51 MISHAWAKA, IN 46545 Delivered, In/At Mailbox -> Your item was delivered in or at the mailbox at 10:51 am on January 13, 2026 in MISHAWAKA, IN 46545.
2026-01-13 06:10 MISHAWAKA, IN 46545 Out for Delivery
2026-01-13 05:35 MISHAWAKA,IN 46544 Arrived at Post Office
2026-01-13 05:35 MISHAWAKA, IN 46544 Arrived at Post Office -> Your item arrived at the Post Office at 5:35 am on January 13, 2026 in MISHAWAKA, IN 46544.
2026-01-13 05:30 MISHAWAKA, IN 46544 Arrived at USPS Facility
2026-01-13 05:23 US In Transit to Next Facility
2026-01-13 05:00 SOUTH BEND, IN 46601 Departed USPS Facility
2026-01-13 01:13 SOUTH BEND, IN 46601 Arrived at USPS Facility
2026-01-12 23:23 US In Transit to Next Facility
2026-01-12 22:06 INDIANAPOLIS, IN 46219 Departed USPS Facility
2026-01-10 21:06 INDIANAPOLIS, IN 46219 Arrived at USPS Facility -> Your item arrived at our USPS facility in INDIANAPOLIS, IN 46219 on January 10, 2026 at 9:06 pm. The item is currently in transit to the destination.
2026-01-10 21:06 INDIANAPOLIS, IN 46219 Arrived at USPS Facility
2026-01-10 17:53 US In Transit to Next Facility
2026-01-10 02:26 US In Transit Arriving On Time -> Your package is moving within the USPS network and is on track to be delivered by the expected delivery date. As of January 10, 2026 at 2:26 am, it is currently in transit to the next facility.
2026-01-10 02:26 US In Transit to Next Facility
2026-01-09 12:55 US In Transit to Next Facility
2026-01-09 12:55 US In Transit Arriving On Time -> Your package is moving within the USPS network and is on track to be delivered by the expected delivery date. As of January 9, 2026 at 12:55 pm, it is currently in transit to the next facility.
2026-01-08 23:23 CITY OF INDUSTRY CA DISTRIBUTION CENTER Departed USPS Regional Facility -> Your item departed our USPS facility in CITY OF INDUSTRY CA DISTRIBUTION CENTER on January 8, 2026 at 11:23 pm. The item is currently in transit to the destination.
2026-01-08 23:23 CITY OF INDUSTRY CA DISTRIBUTION CENTER Departed USPS Regional Facility
2026-01-08 18:45 CITY OF INDUSTRY CA DISTRIBUTION CENTER Arrived at USPS Regional Origin Facility
2026-01-08 17:30 LOS ANGELES, CA 90045 Accepted at USPS Origin Facility
2026-01-05 17:44 US Arrived at Facility
2026-01-03 20:02 LOS ANGELES, CA 90045 Shipping Label Created, USPS Awaiting Item
2026-01-03 20:02 LOS ANGELES, CA 90045 Shipping Label Created, USPS Awaiting Item -> A shipping label has been prepared for your item. A delivery date will be provided when USPS receives the package; contact the shipper or shipping partner with any inquiries.
2026-01-03 11:00 US Clearance processing completed - Import
2026-01-02 10:59 US In clearance processing - Import
2026-01-01 19:58 US International flight has arrived
2025-12-31 15:56 International flight has departed
2025-12-27 10:50 The currently planned flight will depart / be executed on December 31st
2025-12-25 09:50 Export clearance success
2025-12-23 18:10 SHENZHEN Shipment is in transit to next facility
2025-12-22 19:49 Export customs clearance started
2025-12-22 19:24 DONGGUAN Depart from facility to service provider
2025-12-22 16:40 DONGGUAN Shipment arrived
2025-12-20 11:53 Parcel information received
======================================
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AI历史分析结果

检测语言：en

类型判断结果

多重操作列表:

顾客如果退回，需要顾客提供拒收证明，我们没有收到包裹 (手动)

分类: 其他问题

[已含回复内容]

is_match：false

confidence：

logistics_status_summary：Delivered | days_update=58 | MISHAWAKA, IN 46545 Delivered, In/At Mailbox -> Your item was delivered in or at the mailbox at 10:51 am on January 13, 2026 in MISHAWAKA, IN 46545.

reasoning：

发送状态

last_send_status：success

last_send_at：2026-03-12T10:33:05Z

流水线状态

pipeline_status：COMPLETED

pipeline_at：

英文话术

中文话术

目标语种话术

Dear Customer,

We have not yet received the package you returned, and there has been a small issue. It is possible that the shipment is still in transit. To confirm that you have refused the delivery, we need you to provide proof of refusal (such as the 'Refused' signature page on the courier receipt or a screenshot), so that we can verify it promptly and handle the subsequent matters for you. Once we receive it, we will follow up immediately and strive to ensure you get a satisfactory result as soon as possible. We look forward to your cooperation.

Best regards,
Lin

物流详情