如何关注疫情影响发货地区，避免发货履约违规扣分

热心市民

一、收、发地解除中高风险后，待发货的订单发货时效要求

1.收、发地解除中高风险后，商家需在当天0点起的48小时内尽快发出货物（建议商家优先做好买家端的解释、沟通等服务工作，避免买家催促和投诉升级）

2.商家可进入订单管理页面做待发货订单的盘点，建议可筛选临超期发货订单、已超期发货订单、根据下单时间排序等方法提升发货效率

二、收、发地解除中高风险后收、发地所在区域物流管控未解除/收、发地所在区域物流管控，导致无法正常发货，建议如下：

1.在店铺/商品详情页发布公告，说明店铺情况，做好买家端的解释、沟通等服务工作，避免买家投诉；

2.及时对店铺商品设置区域限售，教程详见：https://club.1688.com/unithread/228211005.html

3.可联系平台进行订单报备，报备时需提供订单ID、有效的物流红章证明或地方政策证明，平台将视凭证有效性做调整处理；同时，为保障买家体验，涉及疫情中高地区的订单或商品，平台会对买家做下单提醒，避免双方订单无法正常进行造成的困扰，且此类商品将可能影响营销活动和推广，请您按需报备。

四、其他常见问题

1.系统将对收、发地在中高风险地区/免责报备成功的订单自动剔除发货履约考核指标，不再计入的指标包含但不限于：48H揽收率、履约率、物流分等

2.免责时间：开始时间以中高风险地区更新后向前计算两天，如‘上海’为3月11号纳入中高风险地区，那么3月10号0点开始支付的订单均将纳入免责，免责结束时间以解除中高风险地区时间为准，涉及的订单后续亦将不再计入考核指标及理赔，但解除中高风险后，待发货订单需完成48小时内发货，避免买家催发和投诉升级。

五、疫情影响的地区如下：以卫健委公布的地区名单为准
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