How do Xiaohongshu merchants handle expedited shipment orders? How to do it?

What is a dispatch task order? How do Xiaohongshu merchants handle expedited shipment orders? Many Xiaohongshu merchants who are new to opening a store are not very clear about it. So how do Xiaohongshu merchants handle expedited shipment orders? Let me tell you about it below.

1. What is a prompt delivery task order?

In order to improve the customer's shopping experience, when the merchant fails to deliver the goods within the delivery time promised by the order, if the customer has a clear reminder For delivery requirements, you can click the "Use Delivery" button to prompt the merchant to deliver the goods as soon as possible. Merchants will receive expedited shipment notifications for relevant orders. Merchants can process this task order directly on the EVA platform, or log in to the "After-sales - Task Order" in the Xiaohongshu Qianfan backend to process it. The merchant's chosen processing method will be notified to the customer in the form of a chat session card. Only one expediting task order can be initiated for each order.

Please note that in the following situations, when the buyer "urges the shipment", the expedited shipment task order will not be generated:

Unshipped orders within the promised delivery time limit;

The merchant has successfully reported the order and the delivery time has not exceeded the order;

2. How to handle the expedited delivery task order

2.1 Immediate delivery

If all the goods included in the expedited delivery order are shipped before the task order times out, the expedited delivery task order will be automatically completed;

If the goods can be shipped immediately, it is recommended that the merchant use this method

○ Processing Path 1: Click the order number in the dispatch task order, jump to the details page of the corresponding order, click "Go to Ship", and fill in the real and valid waybill information;

○ Processing Path 2: Click "Order-Order Management-Pending Shipment", search for the corresponding order number, click "Shipping", and fill in the true and valid waybill information.

2.2 Contact the consumer for a refund

After-sales service is initiated for expedited delivery orders before the task order times out, and the expedited delivery task order will be automatically completed.

2.3 Reply to the expedited shipment task order

There are three processing methods for the expedited shipment task order, namely delayed shipment, negotiation plan, and failure to ship.

2.2.1 Delayed delivery

Applicable to merchants who are unable to deliver goods on time due to various reasons, but can complete delivery within the next 5 days;

It is recommended to contact the consumer in advance Friendly communicate the follow-up delivery time and reasons to improve consumer acceptance;

Merchant must complete delivery within the new promised time. If delivery is not delivered within the time limit, the store balance will be deducted and compensation will be paid to the consumer (compensation standard : 5% of the actual payment amount of the order, with a minimum of 5 yuan and a maximum of 100 yuan).

2.2.2 Negotiated delivery

Currently cannot deliver goods due to various reasons, but merchants and consumers have reached an agreement on other solutions (such as changing colors, accepting batch delivery, etc. );

"Negotiation plan" will be sent to consumers as a negotiation plan, and negotiation credentials (such as EVA session record screenshots, etc.) need to be uploaded. Please fill in according to the actual negotiation situation;

Submit Afterwards, the progress of the task order changes to "to be confirmed by the buyer";

○ If the consumer agrees, both parties reach an agreement, the task order is completed, and the merchant is required to fulfill the commitment according to the negotiation content;

○ If the consumer If the consumer refuses, the platform will initiate automatic compensation for shortages (compensation standard: 5% of the actual payment amount of the order, with a minimum of 5 yuan and a maximum of 100 yuan);

○ If the consumer does not process it for more than 24 hours, the task order will be Automatically completes after timeout.

2.2.3 Unable to ship

The goods cannot be shipped due to the merchant’s own reasons, and the goods still cannot be shipped within the next 5 days (if it is indeed impossible to ship the goods, priority can be given to contacting the consumer for a refund) );

Merchants need to fill in the reason for failure to deliver. This reason will be sent to consumers simultaneously. Friendly communication is recommended;

Due to the order delivery timeout, the platform will submit a shortage compensation and Compensation to consumers (compensation standard: 5% of the actual payment amount of the order, minimum 5 yuan, maximum 100 yuan).

3. Compensation standard for shortages

After a consumer initiates a "rush for delivery" on an overdue delivery order, and the merchant replies that it is unable to deliver the goods, or the two parties cannot reach an agreement on the negotiation plan, the platform will compensate the consumer for the out-of-stock automatic compensation standard. The compensation standard is 5% of the actual payment amount of the order, and the minimum compensation for a single payment is no less than 5 yuan and no more than 100 yuan; Compensation amount to consumers based on complaint criteria. The compensation standard is 30% of the actual payment amount of the order, and the minimum single compensation is no less than 5 yuan and no more than 100 yuan (the compensation amount for complaints will be deducted from the amount of automatic compensation for shortages).

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