第一章 总 则
第一条 目的
为优化机甲类商品服务体验，规范定金退款流程，及时、高效处理用户问题，提升用户满意度，特制定本标准。
第二条 适用范围
本标准适用于平台商品中所涉及的所有机甲类型商品。
第二章 售后处理标准
第三条 处理标准
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基本准则
1.1补款阶段：用户支付定金后，无论是否补齐尾款，均可在定金阶段申请退款。
1.2超期未补款阶段：用户超时未补尾款并要求定金退款，可为用户执行定金退款。
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处理步骤
2.1使用定金工具的订单
（1）补款阶段：
①用户已申请退定金：如用户已申请进线催促审核，在线操作审核退款即可
②用户未申请退定金：运营平台“定金预售订单”页面在线操作退定金即可。
“退定金”
（2）超期未补款阶段：若用户超时未补尾款，此时订单状态变为“已关闭”，无法自行申请，同“尾款开启阶段”定金退款操作，在运营平台“定金预售订单”页面在线操作退定金即可。
2.2使用优惠券定金链接的订单
支付定金后未补尾款或用户超期未补尾款要求退款，可按以下图中步骤在线将“已完成”状态修改为“待发货”，然后操作“强制退款”，同步勾选删券。
注：退款操作前需提醒用户退款会同步删除优惠劵且无法恢复；
“变更发货状态”
“强制退款”
“强制退款同步删券”
2.3 多份退款特殊场景
场景说明：目前平台无改数量退款功能，如用户要求部分退款，建单处理
注：针对建单处理的订单，其处理结果具有不确定性。后续处理结果产生的客诉信息，需备注在对应订单上。为规避后续针对同一订单重复打款的情况，当涉及再次进线要求退款的多份订单时，客服均需查看订单备注。
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其他特殊说明
（1）金额限定条件：若商品定金单价超过100元，针对此类情况涉及的退款问题，建单处理。
（2）商家限定情况：除已发布特殊信息并明确提交的特定场景（如 商家XXXX涉及的退款需建单处理）外，对于其他商家，无需进行区分，均可依照标准流程处理退款事宜。
附表系统项操作指引
| 订单周期 | 定金形式 | 订单归属 | 操作步骤 | 系统操作指引 |
| 未超一年订单 | 定金工具订单 | / | 客服在线操作退定金 | 定金退款操作：运营平台点击【订单平台】——【预发货订单】——【定金预售订单】——【退定金】——【输入定金订单号】——确认退款 |
| 定金优惠券订单 | 自营仓 | 将订单【已完成】状态修改为【待发货】状态——操作退款删券 | 订单状态修改：运营平台点击【订单平台】——【订单管理】——【发货状态变更】 退款删券操作：运营平台点击【订单平台】——【订单管理】——【强制退款】——勾选【同步删除购买的优惠券】 |
|
| 非自营仓 | 订单重开售后——发起售后——审核退款 | 删券操作：运营平台点击【客服平台】——【用户中心】——【优惠券】——【删除对应优惠券】 重开售后操作：运营平台点击【订单平台】——【订单管理】——【强制打开售后】 发起售后操作：运营平台点击【订单平台】——【订单管理】——【发起售后】 审核退款操作：运营平台点击【订单售后】——【输入定金订单号】——点击【售后ID】——【审核退款】——【确认退款】 |
||
| 超一年订单 | 定金工具订单 | 自营仓 | 客服在线操作退定金 ——点击【退定金】——点击【线下已退定金】——发起【小额打款】 | 定金退款操作：运营平台点击【订单平台】——【预发货订单】——【定金预售订单】——【输入定金订单号】——【退定金】 线下已退定金操作：运营平台点击【订单平台】——【预发货订单】——【定金预售订单】——【线下已退定金】——【点击保存】 |
| 非自营仓 | 建单处理 | 与业务协调沟通后处理 | ||
| 定金优惠券订单 | 自营仓 | 将订单【已完成】状态修改为【待发货】状态——操作退款删券——点击【线下打款完成】——发起【小额打款】 | 订单状态修改：运营平台点击【订单平台】——【订单管理】——【发货状态变更】 退款删券操作：运营平台点击【订单平台】——【订单管理】——【强制退款】——勾选【同步删除购买的优惠券】 线下打款完成操作：运营平台点击【订单售后】——【输入定金订单号】——点击【售后ID】——【审核退款】——【确认退款】——订单状态变成【退款失败】——【点击线下退款完成】 |
|
| 非自营仓 | 建单处理 | 与业务协调沟通后处理 |
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