包裹二次改派

本篇文章将帮助您了解如何实现包裹二次改派。

背景

为了降低因派送失败而导致卖家可能遭受商品损失的风险，同时提升用户体验，平台从【2021年11月8日】起为所有跨境卖家提供一次免费的改派服务，当前TT平台合作所有服务商都可提供该服务。

当订单物流状态为“Delivery can't be completed”的5～12天内(不同服务商在销毁包裹前保留时效有所区别，商家可提交工单后交由平台客服审核时效)，卖家可向平台客服发起改派申请（每个订单支持改派一次）。卖家需要在商家后台，产生的费用暂由平台支付。

卖家可在商家后台>帮助中心>创建新客服工单，选择Order Fulfillment-Logistics and Fulfillment --> Re-delivery request，一个工单里可上传附件从而批量提交多个订单的二次改派需求，附件中需包含订单号，物流单号tracking number，用戶姓名、电话和新地址，新地址需要精确到⻔牌号，街道号和街道名字及其对应的邮编。

平台收到工单需求后，会进行地址和时效审核，审核通过后，会在2个工作日内联系物流商进行改派。在LSP存在工单、且未关闭的情况下，后期的二次改派处理结果及新物流单号会更新到工单中。

可以申请二次改派的前提条件

1. 1.在尾程服务商官网里查询到包裹已经退回（物流轨迹里有returned to sender 或 overseas return等字样 e.g）

2. 2.尾程派送失败，用户没有签收，用户侧的订单物流状态为Delivery can't be completed

3. 3.商家没有给用户退款

4. 4.订单没有被取消

5. 5.商品退到退件仓，且货物到达退件仓没有超过12天（含到仓当天，由于不同包裹销毁前保留时效有所区别，商家可提交工单后交由平台客服审核时效)

注意事项

1. 1.商家/买家可在旧包裹退回到仓的5～12天内(含到仓当天)，向平台客服发起改派申请（每个订单支持改派一次），也可在货物退回退件仓的路途中提前发起申请，平台客服会对时效进行审核。

2. 2.若超时未提交申请，包裹将会在5~14个自然日进行销毁。

3. 3.平台收到工单需求后，会在2个工作日内联系物流商派送包裹至新地址，后期的二次改派处理结果会更新到工单中。

4. 4.新包裹妥投成功后，物流同学将手动将订单状态推送到Delivered，所以对于用户来说，可在TT内查看到的物流状态最后的两个节点依次为Delivery can't be completed-->Delivered

包裹派送失败，商家应如何建议买家联系尾程服务商 

RM

Hi, dear. If the tracking for your parcel in TikTok shows as 'Delivery can't be completed', please go to Royal Mail Track Your Item page ( )and check the reason.

If the reason shows something like 'Incorrect addressed. Returned to sender', please contact Royal Mail to provide them with your correct full address so as to ask for a redelivery or self-collection. You can call them at 03457 740 740 / 03457 777 888. They're open Monday to Friday 7am-8pm, Saturday 8am-6pm and Sunday 9am-4pm or if you're hard of hearing, call 03456 000 606. They're open Monday to Friday 8am-6pm and Saturday 8am-1pm. (

If Royal Mail 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 us to trigger the reshipment. We will then request a redelivery for you upon the parcel arrives at the warehouse. Please provide us with your full address which should include flat/house number, street number and street name, country and a corresponding postcode. We will keep you updated with the new tracking number of redelivery. 

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!

Evri

Hi, dear. If the tracking for your parcel in TikTok shows as 'Delivery can't be completed', please go to Evri Track Your Item page ( ) and check the reason.

If the reason shows something like 'Incorrect addressed. Returned to sender', please contact Hermes to provide them with your correct full address so as to ask for a redelivery or self-collection. Hermes phone number is 03446443555 or 0330 808 5456 or you could also start a chat on the page ( They are available between 8am and 6pm from Monday to Saturday.

If Evri  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 us to trigger the reshipment. We will then request a redelivery for you upon the parcel arrives at the warehouse. Please provide us with your full address which should include flat/house number, street number and street name, country and a corresponding postcode. We will keep you updated with the new tracking number of redelivery. 

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!

Yodel

Hi, dear. If the tracking for your parcel in TikTok shows as 'Delivery can't be completed', please go to Yodel Track Your Item page ( and check the reason.

If the reason shows something like 'Incorrect addressed. Returned to sender', please contact Yodel to provide them with your correct full address so as to ask for a redelivery or self-collection. You could go to the page ( ) and talk to one of their customer services team 8am-8pm from Monday to Friday, 8am-5pm on Saturday or call them at 0344 342 3157 / 0344 755 0117.

If Yodel 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 us to trigger the reshipment. We will then request a redelivery for you upon the parcel arrives at the warehouse. Please provide us with your full address which should include flat/house number, street number and street name, country and a corresponding postcode. We will keep you updated with the new tracking number of redelivery. 

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!

NJV

Hi, dear. If the tracking for your parcel in TikTok shows as 'Delivery can't be completed', please go to NJV Track Your Item page ( and check the reason.

If the reason shows something like 'Incorrect addressed. Returned to sender', please contact NJV to provide them with your correct full address so as to ask for a redelivery or self-collection. You could go to the page ( ) and talk to one of their customer services team 9am - 7pm, Mondays to Saturdays, and 9am - 6pm on Sundays, excluding public holidays, or call them at 011-17225600, anytime from 8am to 10pm from Mondays to Saturdays (excluding public holidays) for assistance.

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 us to trigger the reshipment. We will then request a redelivery for you upon the parcel arrives at the warehouse. Please provide us with your full address which should include flat/house number, street number and street name, country and a corresponding postcode. We will keep you updated with the new tracking number of redelivery. 

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!

包裹派送失败，用户何时可以自行联系尾程服务商再次派送？

尾程服务商一般会对包裹进行2-3次妥投尝试，在初步派送失败后但退回海外仓之前，包裹通常会在当地邮局或服务点储存一段时间。该期间内买家可以自行联系尾程服务商进行自取或者免费重派，此种重派不会产生新的物流单号，无需提交平台二次改派工单。如果用户想派送到另一个地址，该地址必须与前一个地址在一个片区，具体的以用户和物流商沟通结果为准。

物流轨迹里有Delivery Attempted 或 Pending等字样，e.g。 

FAQ

1、除了商家后台，商家还可以在哪里自行查看包裹在尾程的物流详情？

2、5～12天从哪个时间节点开始计算？

一般是从商品到达退件仓当天（含）开始计算。由于包裹退回退件仓后，不同服务商对包裹保留时效为5～14天不等，超出保留时效的包裹会被销毁。所以商家必须在货物退到退件仓起的5～12天内（不含到仓当天）提交二次改派的工单申请，商服会对时效和地址进行审核，审核通过后会交由服务商进行重派。

通过Royal Mail网站查询时，到达退件仓的物流状态节点有多个措辞描述，如：Returned to sender；Item received（当Item received节点出现多次时，以最后一次出现的时间为计算起点）

3、商服和物流商收到商家二次改派的工单后，会做哪些处理？

商服会再次审核工单里的订单是否符合二次改派的前提条件，如果符合会交由物流商安排重派，目前所有物流商都可以做到在LSP存在工单、且未关闭的情况下，将重派单号更新至相应工单。

4、二次改派过程中，商家侧和用户侧能收到提醒么？

二次改派中的时候，系统上暂时没有新增变化，系统不会禁止用户退款，用户也无法在TikTok内追踪到二次改派的包裹。短期需要商服在工单里提醒商家不要同意退款。长期期望产品能力能做到

C端：不可以发起退款；能追踪到二次改派的轨迹；提示包裹正在二次改派中

B端：能追踪到二次改派的轨迹；提示包裹正在二次改派中