Case #37

输入

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：8110552-1290

物流单号：JD0002234122179186

店铺：SM-英国

产品：平板电脑-黑色

金额：304.3 GBP

物流信息

物流状态：Delivered

最新日期：2025-12-27

更新天数：9天

状态摘要

Delivered | days_update=9 | NORWICH SERVICE CENTRE, Delivered, Your parcel has been delivered

查看物流详细信息

Number:  JD0002234122179186
Package status:  Delivered (14 Days)
Country:  China -> United Kingdom
VYANG:
2025-12-27 21:19 NORWICH SERVICE CENTRE, Delivered, Your parcel has been delivered
2025-12-27 18:52 NORWICH SERVICE CENTRE, DeliveryReady, We have your parcel. Please check back for updates
2025-12-27 18:52 NORWICH SERVICE CENTRE, We have your parcel. Please check back for updates
2025-12-27 18:52 NORWICH SERVICE CENTRE, Your parcel is with one of our drivers for delivery (due between 13:19 - 15:19)
2025-12-27 18:52 NORWICH SERVICE CENTRE, We have your parcel. Please check back for updates
2025-12-27 18:52 NORWICH SERVICE CENTRE, Your parcel is with one of our drivers for delivery (due between 13:19 - 15:19)
2025-12-27 10:47 NORWICH SERVICE CENTRE, Your parcel has arrived at your delivery depot
2025-12-27 10:47 NORWICH SERVICE CENTRE, InTransit, Your parcel has arrived at your delivery depot
2025-12-22 04:39 Custom clearance completed
2025-12-22 04:39 InTransit Custom clearance completed
2025-12-21 20:20 InTransit Parcel arrives at Airport, Parcel Arrival
2025-12-21 20:20 Parcel arrives at Airport Parcel Arrival
2025-12-19 19:35 InTransit Parcel is leaving Airport, Parcel Leaving Port
2025-12-19 19:35 Parcel is leaving Airport Parcel Leaving Port
2025-12-18 22:00 Linehaul Agent, Parcel departure in Transit Facility, Parcel Departure
2025-12-18 22:00 Linehaul Agent, InTransit, Parcel departure in Transit Facility, Parcel Departure
2025-12-18 13:00 Customs declaration completed
2025-12-18 13:00 InTransit Customs declaration completed
2025-12-17 22:25 Shenzhen, Parcel departure in Shenzhen Sorting Centre.
2025-12-17 22:25 Shenzhen, InTransit, Parcel departure in Shenzhen Sorting Centre.
2025-12-17 20:05 Shenzhen, Parcel processed at Shenzhen Sorting Centre.
2025-12-17 02:12 YODEL, InTransit, We have your parcel. Please check back for updates
2025-12-17 02:12 YODEL, We have your parcel. Please check back for updates
2025-12-17 00:43 Shenzhen, Parcel processed at Shenzhen Sorting Centre.
2025-12-17 00:43 Shenzhen, Parcel received at Shenzhen Sorting Centre.
2025-12-16 21:46 DONGGUAN, Depart from facility to service provider
2025-12-16 14:10 DONGGUAN, Shipment arrived
2025-12-16 02:23 YODEL, Your parcel is on its way to Yodel. Please check back for updates
2025-12-15 02:29 NORWICH SERVICE CENTRE, We're expecting your parcel from your sender. We will provide updates here once we receive it
2025-12-14 12:48 Parcel Data Received
2025-12-14 12:48 Parcel information received
======================================
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AI历史分析结果

检测语言：en

分析时间：2026-01-05T21:11:47.877300

历史消息总结

客户M. Rose自2025年12月起多次反馈收到的平板电池续航远低于宣传，使用短时间即耗尽电量，且屏幕尺寸小于预期的14英寸。
客服最初要求提供故障视频以验证问题，但客户认为难以录制；同时客户指责商家广告存在误导，实际产品与宣传型号不符。
客服回应称所售产品与评测型号一致，无差异，并对规格误解表示歉意。
期间客户表示已联系贸易标准机构寻求帮助，要求解决产品质量及广告混淆问题。

类型判断结果

category：售后与退货谈判

secondary_type：协商方案 A: 退3%保留 vs 自费退货(扣15%费)

is_match：true

confidence：0.95

logistics_status_summary：Delivered | days_update=9 | NORWICH SERVICE CENTRE, Delivered, Your parcel has been delivered

reasoning：

客户因非质量问题（电池续航短、屏幕尺寸不符预期）要求退货，且此前已多次沟通产品与宣传不符。当前事实为订单已签收（Delivered），客户坚持退货。根据话术库，此类非质量问题退货应进入第一轮协商，提供退3%保留或自费退货选项。

发送状态

last_send_status：success

last_send_at：2026-01-05T13:23:02Z

流水线状态

pipeline_status：COMPLETED

pipeline_at：

英文话术

Dear Michael Rose,

We sincerely apologize that our products did not meet your expectations.
As we value our customers' shopping experience, we would like to offer you two solutions:
1.A refund of 3% of your order value while keeping the product.
2.Return the item for a refund, with the following conditions: 
?You will be responsible for all shipping costs (both initial delivery and return shipping to Hong Kong)
?A 15% handling fee will be deducted from the refund
?The return process takes approximately one month
?Return shipping costs are approximately 35 (please check with your local post office for exact rates)
?You must provide tracking information
?Refund will be processed after we receive the item
?Please note: If the international package is held by customs and cannot be cleared, we will be unable to process any refund as we have not received the returned item
Please let us know your preferred option so we can provide either the refund or return address.
Important: Please wait for our email with the authorized return address before shipping. Do not use the address on the original package, as this is not our returns address. We cannot be responsible for items sent to incorrect addresses.

Best regards,
Lin

中文话术

我们深感歉意，因为我们的产品未能达到您的期望。
鉴于我们非常重视客户的购物体验，我们愿意为您提供两种解决方案：1.退还您订单金额的 3%，同时保留该产品。2.请将该商品退回以办理退款，具体条件如下：
?您需承担所有运费（包括首次发货和退回至香港的运费）
?退款中将扣除 15% 的手续费
?退货流程大约需要一个月
?退货运费约为 35 英镑（请向当地邮局核实确切费用）
?您必须提供追踪信息
?退款将在我们收到商品后进行处理
?请注意：如果国际包裹被海关扣留且无法清关，我们将无法处理任何退款，因为我们尚未收到退回的商品
请告知我们您首选的选项，以便我们提供退款或退货地址。
重要提示：在发货前请等待我们发送的带有授权退货地址的电子邮件。请勿使用原包装上的地址，因为这不是我们的退货地址。我们无法对寄往错误地址的物品负责。

目标语种话术 (english)

Dear Michael Rose,

We sincerely apologize that our products did not meet your expectations.
As we value our customers' shopping experience, we would like to offer you two solutions:
1.A refund of 3% of your order value while keeping the product.
2.Return the item for a refund, with the following conditions: 
?You will be responsible for all shipping costs (both initial delivery and return shipping to Hong Kong)
?A 15% handling fee will be deducted from the refund
?The return process takes approximately one month
?Return shipping costs are approximately 35 (please check with your local post office for exact rates)
?You must provide tracking information
?Refund will be processed after we receive the item
?Please note: If the international package is held by customs and cannot be cleared, we will be unable to process any refund as we have not received the returned item
Please let us know your preferred option so we can provide either the refund or return address.
Important: Please wait for our email with the authorized return address before shipping. Do not use the address on the original package, as this is not our returns address. We cannot be responsible for items sent to incorrect addresses.

Best regards,
Lin

物流详情