物流异常处理-模块二 Lazada 政策 张静-17332.pptx

模块二Lazada政策主讲人：张静物流异常处理《Lazada平台运营》

LogisticsExceptionHandlingModule2LazadaPolicyLazadaPlatformOperationThespeaker：ZhangJingGuangxiVocationalandTechnicalCollegeofFinance

03海外退货流程02二次销售服务01物流索赔机制

03Overseasreturnprocess02Secondarysalesservice01Logisticsclaimmechanism

01物流索赔机制

01Logisticsclaimmechanism

一、物流索赔机制物流索赔机制是处理异常物流问题的重要机制，包括索赔流程、举证规则、注意事项和索赔申请入口及步骤。

Logisticsclaimmechanismisanimportantmechanismtodealwithabnormallogisticsproblems,includingclaimprocess,rulesofproof,mattersneedingattentionandclaimapplicationentranceandsteps.1.Logisticsclaimmechanism

一、物流索赔机制1.索赔流程图

1.Claimflowchart1.LogisticsclaimmechanismProvidecompleteandvalidinformationsuchasstorename,storeID,ordernumber,etc.Customerservicereply(within48hours)WithinthescopeofcompensationEvidenceissufficientSupplyevidence(within48hours)EvidenceissufficientConfirmtocompensateApprovalprocessCompensationisreceivedwithin2-5weeksOverTheverdictisnotestablishedYesYesYesYesNoNoNoNo

2.商家举证一、物流索赔机制

2.Merchantevidence1.Logisticsclaimmechanism

3.限制注意事项一、物流索赔机制1.卖家发起申请时效：从订单生成到第一次发起索赔申请，超过120天将不再受理。2.赔付标准：物流相关的按照售价进行赔偿，最高不超过100美金；佣金、付款费用及优惠券相关按照实际多收金额进行赔付。3.索赔申请如果被拒绝，允许并且只接受一次申诉机会。4.未退回的海外退件价值≤10美金不在赔付范围内。5.判责成立后2-5周内可收到赔偿款。以下情况LAZADA不承担赔偿责任A因不可抗拒力造成损失的B违反相关国家规定，被相关国家行政机关没收或依照有关法律法规处理的C外包装完好，而内件短少或损毁，签收人签收时未提出异议的D因寄件人或收件人过失以及所及物品本身原因造成的损失或延误的E产品本身具有易融化等特质；如巧克力，口红等

3.Limitationsandmattersneedingattention1.Timelimitofapplicationinitiatedbytheseller:itwillnotbeacceptedafter120daysfromtheordergenerationtothefirstclaimapplication.2.Compensationstandard:forlogisticsrelatedgoods,compensationshallbemadeaccordingtothesellingprice,themaximumislessthan100dollars;Commissions,paymentfeesandcouponsshallbereimbursedaccordingtotheactualamountovercharged.3.Ifclaimisdenied,onlyoneopportunitytoappealisallowedandaccepted.4.Thevalueofunreturne