包裹妥投失败退回海外仓销毁，商家该如何处理？

TikTok Shop包裹妥投失败退回海外仓销毁，商家应如何处理？本文将为您提供关于TikTok Shop包裹妥投失败退回海外仓销毁的商家处理方法指南。

3个月前发布 473

包裹可能由于买家原因（无法与收件人取得联系/买家地址错误/买家拒收等），导致包裹投递失败而被物流商退回。

若订单由于买家原因导致妥投失败，且买家未在二次改派的有效时间内向平台客服提出改派请求导致包裹无法重派，建议您和买家进行协商。

该情况下平台无法赔偿订单给您造成的损失。

请注意：包裹妥投失败后，您可以提交工单和平台客服确认包裹是否已经退回到海外退件仓；若包裹已经确认退回且买家无改派请求，则这种情况下需要您承担该订单的全部损失；

对于跨境商家如何处理妥投失败的方式参考如下：

起点

包裹到达目的国后，在尾程物流商派送过程中，服务商会进行1-3次派送尝试；

因为地址原因、收件人不在家、包裹未及时自提、收件人拒收等原因导致包裹妥投失败；

东南亚跨境COD收件人拒收也属于妥投失败的一种；

终点

海外妥投失败订单的终态一般为：

销毁/弃件：包裹退回到海外仓，保留时效内未发起退回重派请求，包裹超期被销毁或弃件；

妥投：包裹首次妥投失败后，在正式退回海外仓前客户及时自取或申请重派；或退回海外仓后退回重派成功，包裹妥投；

丢失：海外退件时间过长，服务商无法确定包裹状态或海外退件途中丢失；

破损：海外退件途中包裹被损坏等服务商承认包裹破损的场景

TikTok Shop平台减少派送失败措施

C端节点触达

包裹进入到目的国派送阶段后，TikTok Shop平台会在物流节点"派送开始、到达待取、派送异常"触发给买家的站内信以及C端弹窗，以提醒买家及时关注包裹动态并主动获取包裹；

该触达功能已于2022.7月底上线

下单地址校验

用户下单时，TikTok Shop平台会对错误地址信息以及偏远不可达地址进行校验，从源头上减少地址错误导致派送失败的情况，从而降低您因为派送失败而要遭受的订单损失

C端温馨提示

包裹在目的国妥投失败，退回到海外退件仓后，自动触发温馨提示，会在客户轨迹页面显示相关提示话术，告知客户包裹的退回状态，从而引导客户尽快选择退款或退回重派；

该功能即将上线

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.

Evri

Dear Customer,

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'

We apologize for any inconvenience caused by the failed delivery. We are dedicated to creating a wonderful logistics experience just for you.

Yodel

Dear Customer,

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'

We apologize for any inconvenience caused by the failed delivery. We are dedicated to creating a wonderful logistics experience just for you.

NJV

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.

MY: 物流追踪；联系方式 +60 111 7225600

PH：物流追踪；联系方式(02) 82711501

TH：物流追踪；联系方式1469

SG：物流追踪；联系方式+65 6602 8271

VN：物流追踪；联系方式+84 1900 886 877

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