一、两会期间临时业务场景应对话术
| 两会期间临时业务场景应对话术 | ||||
| 调整内容 | 调整方式 | 页面呈现 | 应对方案 | |
| 一线执行 | 二线执行 | |||
| 头像昵称 | 暂时不能修改 |
在线按话术解释，用户不接受可建立工单
|
接收工单后按账户违规不可解封处理流程外呼及结单（1天2次外呼，未接通无需发送短信，工单备注预计恢复时间即可结单） |
|
| 其他 | 未知调整 | / | 优先反馈核实调整原因及内容，并确定后续是否上架，例如活动 参考话术：您好，我们反馈核实一下，稍后给您留言 |
/ |
| 注：以上相关咨询任何端口回复不可提及两会相关信息及敏感词，如用户发起两会话题讨论可不予回复 | ||||
一、商品信息：241247 五福临门影视卡
二、异常情况： 此商品详情页面显示赠品均以兑换卡形式赠送，再由客户兑换赠品周边（抖音直播间拆卡是兑换卡），但商家发货是将赠品直接和商品一起发出，并未放兑换卡（约280单左右），用户质疑活动的真实性及不满赠品直发而非以兑换卡形式发出。
针对此情况，涉及未发兑换卡订单已做平台备注“第一批赠品随单发未发兑换卡”，客服接到可先核实是否有备注再行沟通；
三、售后方案：
1、优先沟通按照下单数量加赠一个大卡或者一个票根赠品（随机发出）；
2、不接受补偿客户的支持用户换货或者退货退款；
商品信息：242282 【长沙】2025华晨宇火星演唱会-长沙站 Q1、购买的门票是在小芒平台出票还是会录入大麦？ 录入大麦系统 Q2、购买两张票是否支持连座？ 一起购买（同一价格档位）优先连坐 Q3、宣传图中未显示小芒为票务代理，质疑小芒卖票的正规性 宝子，您放心，咱们是正规渠道，可以放心购买哦~ Q4、为什么会下架？ 感谢大家的支持，预售库存已全部售罄，小芒为2025年华晨宇火星演唱会·长沙站的官方售票平台，已购买的票会正常出票。后续对于少量退票会进行再次销售，请大家关注小芒~
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