A method and device for processing an order complaint

Abstract

The application provides a processing method and device for order complaints, relates to the technical field of unmanned stores, and is used for automatically intercepting monitoring videos related to the complaint order to improve the processing efficiency of the order complaint. The method comprises the following steps: first, obtaining complaint information of an order, wherein the complaint information comprises the identification of a first commodity and the occurrence time period of the order; second, determining the behavior event information of taking / placing the first commodity within a first preset time period comprising the occurrence time period, wherein the behavior event information comprises the first time of taking / placing the first commodity and the first position of the first commodity; third, determining a first group of activity tracks according to the behavior event information; the first group of activity tracks comprises the activity track acquired by a monitoring device for monitoring the first position within a second preset time period; the second preset time period comprises the first time; fourth, determining a first target activity track in the first group of activity tracks; and fifth, acquiring the monitoring video of the first target activity track, wherein the acquired monitoring video is used for verifying the order complaint.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of unmanned stores, and particularly relates to a processing method and device for order complaints. BACKGROUND

[0002] With the development of Internet technology, people's life is becoming more and more intelligent. The new form of retail industry, unmanned stores, has also emerged as the times require. The operating process in the unmanned store can be intelligently and automatically processed through technical means, without or with little human intervention, thereby providing a certain degree of convenience for people's shopping.

[0003] In the existing order complaint processing flow of the unmanned store, after receiving the complaint request of the consumer for the wrong order, the customer service personnel often needs to manually check the monitoring video in the unmanned store. Since there can be many monitoring devices in the unmanned store, it can be necessary to check many monitoring videos recorded by the monitoring devices to process one complaint. This can waste a lot of manpower and has a low auditing efficiency. SUMMARY

[0004] The present application provides a processing method and device for order complaints, which automatically intercepts the monitoring video related to the complaint order to improve the processing efficiency of the order complaint.

[0005] In a first aspect, the present application provides a processing method for order complaints, which comprises: obtaining complaint information of an order, the complaint information comprising an identifier of a first commodity and an occurrence time period of the order; determining, according to the identifier of the first commodity, behavior event information of taking / placing the first commodity in a first preset time period comprising the occurrence time period, the behavior event information comprising a first time of taking / placing the first commodity and a first position of the first commodity; determining a first group of activity tracks according to the behavior event information; the first group of activity tracks comprising an activity track acquired by a monitoring device for monitoring the first position in a second preset time period; the second preset time period comprising the first time; determining a first target activity track in the first group of activity tracks; and obtaining a monitoring video of the first target activity track, the obtained monitoring video being used for verifying the order complaint.

[0006] Based on the above-mentioned processing method for order complaints, when the complaint requirement of the order is received, the complaint information of the order can be obtained, and according to the complaint information of the order, the behavior event information related to the complaint commodity of the order can be determined, and according to the behavior event information, the first target activity track related to the order complaint can be determined, and then the monitoring video for verifying the order complaint can be intercepted according to the first target activity track. Since the first target activity track is related to the order complaint, the monitoring video of the first target activity track is also related to the order complaint, and therefore the monitoring video of the first target activity track can be used for verifying the order complaint.

[0007] It can be understood that the above method can automatically intercept the monitoring video related to the order complaint in the process of processing the order complaint, for verifying the order complaint. In this way, unlike the existing way of manually searching for the relevant monitoring video of the order complaint in a large number of videos by the customer service personnel, the present application can save a lot of manpower and video searching time, and is more convenient and efficient, thereby improving the order verification efficiency.

[0008] In a possible implementation, the determining the first target activity track in the first group of activity tracks comprises: determining a first distance between each activity track in the first group of activity tracks and the first position, respectively; and determining the first target activity track in the first group of activity tracks according to the first distance.

[0009] It can be understood that the smaller the first distance is, the closer the personnel to which the activity track belongs is to the first position of the first commodity in the first preset time period, and the more relevant the activity track is to the behavior event. Therefore, the order complaint processing device can determine at least one activity track with a higher correlation degree to the order complaint in the first group of activity tracks according to the first distance.

[0010] In another possible implementation, the determining the first target activity track in the first group of activity tracks according to the first distance comprises: sorting the first group of activity tracks according to the first distance from small to large to obtain a sorting result of the first group of activity tracks; and determining the first target activity track as the first N activity tracks in the sorting result, where N is a positive integer.

[0011] In yet another possible implementation, the method further comprises: determining, according to the first time, associated event information, the associated event information comprising a second time and a second position of another commodity in a third preset time period, the third preset time period comprising the first time, the another commodity being different from the first commodity; determining a second group of activity tracks according to the associated event information; the second group of activity tracks comprising a plurality of activity tracks acquired by a monitoring device for monitoring the second position in a fourth preset time period; the second preset time period comprising the second time; determining a second target activity track in the second group of activity tracks; and acquiring a monitoring video of the second target activity track, the monitoring video being used for verifying the order complaint.

[0012] It can be understood that the associated event is a behavior event related to the behavior event of taking or placing the first commodity in the first preset time period. Since the operation system of the unmanned store can confuse two taking or placing events with similar times, the order may be deducted incorrectly, and thus the associated event is also a behavior event more relevant to the order complaint.

[0013] In a further possible implementation manner, the determining the second target activity track in the second set of activity tracks specifically includes: determining a second distance between each activity track in the second set of activity tracks and the second location respectively; and determining the second target activity track in the second set of activity tracks according to the second distances.

[0014] For example, the order complaint processing apparatus can sort each activity track in the second set of activity tracks according to the second distances from small to large, and then determine the activity tracks in the top M in the second set of activity tracks as the at least one activity track. M is a positive integer.

[0015] It can be understood that the smaller the second distance is, the closer the personnel to which the activity track belongs is to the second location of the second commodity in the second preset time period, and the more relevant the activity track is to the associated event. Therefore, the order complaint processing apparatus can determine at least one activity track with a higher correlation degree to the order complaint as the second target activity track in the second set of activity tracks according to the second distances.

[0016] In a further possible implementation manner, the method further includes: performing face recognition on the monitoring video of the first target activity track and the monitoring video of the second target activity track respectively to determine a user to which each activity track belongs; and in a case where the user to which each activity track belongs includes a first user and a second user, dividing the monitoring video into first type monitoring video and second type monitoring video, the first type monitoring video being the monitoring video of the activity track of the first user, and the second type monitoring video being the monitoring video of the activity track of the second user.

[0017] In a second aspect, the present application provides an order complaint processing apparatus, which includes various modules for executing the method provided in any possible implementation manner of the first aspect.

[0018] In a third aspect, the present application provides an electronic device including a memory and a processor. The memory and the processor are coupled. The memory is configured to store computer program code including computer instructions. When the processor executes the computer instructions, the electronic device executes any order complaint processing method provided in the first aspect.

[0019] In a fourth aspect, the present application provides a chip system applied to the order complaint processing device; the chip system comprises one or more interface circuits and one or more processors. The interface circuit and the processor are interconnected through a circuit; the interface circuit is used for receiving a signal from a memory of the order complaint processing device and sending a signal to the processor, and the signal comprises computer instructions stored in the memory. When the processor executes the computer instructions, the electronic device executes any one of the order complaint processing methods provided in the first aspect.

[0020] In a fifth aspect, the present application provides a computer readable storage medium, which stores computer instructions, and when the computer instructions are run on a computer, the computer executes any one of the order complaint processing methods provided in the first aspect.

[0021] In a sixth aspect, the present application provides a computer program product, which comprises computer instructions, and when the computer instructions are run on a computer, the computer executes any one of the order complaint processing methods provided in the first aspect.

[0022] The specific description of the second aspect to the sixth aspect and various implementation manners thereof in the present application can refer to the detailed description in the first aspect and various implementation manners thereof; and the beneficial effects of the second aspect to the sixth aspect and various implementation manners thereof can refer to the beneficial effect analysis in the first aspect and various implementation manners thereof, which will not be repeated here. BRIEF DESCRIPTION OF DRAWINGS

[0023] Figure 1 A layout schematic diagram of an unmanned store provided by an embodiment of the present application;

[0024] Figure 2 A structural block diagram of an operation system of an unmanned store provided by an embodiment of the present application;

[0025] Figure 3 Another layout schematic diagram of an unmanned store provided by an embodiment of the present application;

[0026] Figure 4 A schematic diagram of a moving track provided by an embodiment of the present application;

[0027] Figure 5 A hardware structure schematic diagram of a complaint processing device provided by an embodiment of the present application;

[0028] Figure 6 A flowchart of an order complaint processing method provided by an embodiment of the present application;

[0029] Figure 7 A display interface schematic diagram of a user equipment provided by an embodiment of the present application;

[0030] Figure 8 Another display interface of a user equipment provided by an embodiment of the present application is shown in the figure;

[0031] Figure 9 Another schematic diagram of an activity track provided by an embodiment of the present application is shown in the figure;

[0032] Figure 10 Another schematic diagram of an activity track provided by an embodiment of the present application is shown in the figure;

[0033] Figure 11 A flowchart of a processing method of an order complaint provided by an embodiment of the present application is shown in the figure;

[0034] Figure 12 A flowchart of a processing method of an order complaint provided by an embodiment of the present application is shown in the figure;

[0035] Figure 13 A schematic diagram of a complaint verification interface provided by an embodiment of the present application is shown in the figure;

[0036] Figure 14 A schematic diagram of a complaint verification interface provided by an embodiment of the present application is shown in the figure;

[0037] Figure 15 A structural schematic diagram of a processing device of an order complaint provided by an embodiment of the present application is shown in the figure. DETAILED DESCRIPTION

[0038] In the description of the present application, unless otherwise specified, " / " means "or", for example, A / B can mean A or B. "And / or" in the present text only means a description of the relationship between the associated objects, which means that there can be three relationships, for example, A and / or B, which means that there are three cases of A alone, A and B together, and B alone.

[0039] In addition, "at least one" means one or more, and "multiple" means two or more. "First", "second", and the like do not limit the quantity and execution order, and "first", "second", and the like do not necessarily mean different.

[0040] It should be noted that in the description of the present application, "exemplary" or "for example" means to serve as an example, illustration, or description. Any embodiment or design scheme described as "exemplary" or "for example" in the present application should not be interpreted as more preferred or more advantageous than other embodiments or design schemes. Rather, the use of "exemplary" or "for example" is intended to present the relevant concept in a specific manner.

[0041] To improve the processing efficiency of the complaint order of the unmanned store, an embodiment of the present application provides a processing method of order complaint, which first finds the relevant behavior event information according to the obtained complaint information of the order, then determines at least one activity track according to the obtained behavior event information, and finally intercepts the monitoring video for verifying the order complaint based on the at least one activity track. In this way, when the complaint requirement of the order is received, the monitoring video for verifying the order complaint can be automatically determined, without the need for customer service personnel to find in a large number of videos, thereby improving the auditing efficiency.

[0042] Among them, the unmanned store refers to a store in which all or part of the operating process is intelligently and automatically processed through technical means, and the manual intervention is reduced or non-existent. The current unmanned store covers the operation of fresh food, clothing, daily necessities and other categories of goods.

[0043] Exemplarily, Figure 1 A layout schematic diagram of an unmanned store is shown. As Figure 1 shown, the unmanned store is provided with an exit channel, an entrance channel and a commodity area, and the commodity area includes a shelf placement area and a selection area corresponding to the shelf. For example Figure 1 The selection area corresponding to the shelf 111 in

[0044] Optionally, Figure 2 A structural block diagram of an operation system 100 of an unmanned store is shown, which can also include a monitoring device 130, a weight sensor 140 and a processing device 150. The monitoring device 130 and the weight sensor 140 are respectively connected with the processing device 150.

[0045] The number of monitoring devices 130 can be multiple. For example, in Figure 1 the entrance channel, the exit channel and the commodity area can be provided with monitoring devices 130. After obtaining the monitoring video in the store, the monitoring device 130 can send the monitoring video to the processing device 150. The monitoring device 130 of the commodity area can be arranged at a reasonable position and angle, so that the monitoring device 130 can shoot the video information of the user in the selection area. For example, referring to Figure 3 , the shelf 111 can be provided with a monitoring device 131, a monitoring device 132 and a monitoring device 133, and it should be understood that the monitoring device 131, the monitoring device 132 and the monitoring device 133 can shoot the selection behavior of the user in the area 122 shown in Figure 1 .

[0046] In some embodiments, the monitoring video captured by the monitoring device 130 can be used for motion trajectory tracking of the same person. The monitoring video captured by the monitoring device 130 can be processed by the monitoring device or by the processing device 150, and the present application does not limit this.

[0047] In an example, the monitoring device 130 processes the captured monitoring video. As shown in FIG. 1 1, when the monitoring device 131 captures the person a, the monitoring device 131 identifies the location of the person a at a preset frequency and records the corresponding trajectory point (e.g., the trajectory point in FIG. 1 1) of the location until the person a leaves the field of view area of the monitoring device 131. Figure 3 As shown in FIG. 1 1, the monitoring device 131 obtains multiple trajectory points of the person a in a period of time, which constitutes the activity trajectory of the person a in the monitoring device 31 field of view area in the period of time. Figure 4 As shown in FIG. 1 1, the monitoring device 131 obtains multiple trajectory points of the person a in a period of time, which constitutes the activity trajectory of the person a in the monitoring device 31 field of view area in the period of time. Figure 4 As shown in FIG. 1 1, the monitoring device 131 obtains multiple trajectory points of the person a in a period of time, which constitutes the activity trajectory of the person a in the monitoring device 31 field of view area in the period of time.

[0048] In another example, the processing device 150 processes the monitoring video captured by the monitoring device 130. The processing device 150 can obtain the monitoring video captured by the monitoring device 130 at a preset frequency, and the monitoring video includes the person a. The processing device 150 can identify the location of the person a in the monitoring video and record the corresponding trajectory point (e.g., the trajectory point in FIG. 1 1) of the location until the processing device 150 obtains the monitoring video that does not include the person a. As shown in FIG. 1 1, the processing device 150 records multiple trajectory points of the person a in a period of time, which constitutes the activity trajectory of the person a in the monitoring device 31 field of view area in the period of time. Figure 4 As shown in FIG. 1 1, the processing device 150 records multiple trajectory points of the person a in a period of time, which constitutes the activity trajectory of the person a in the monitoring device 31 field of view area in the period of time. Figure 4 As shown in FIG. 1 1, the processing device 150 records multiple trajectory points of the person a in a period of time, which constitutes the activity trajectory of the person a in the monitoring device 31 field of view area in the period of time.

[0049] The number of weight sensors 140 can also be multiple, Figure 1 or Figure 3 As shown in FIG. 1 1, the multiple locations of the shelf can be provided with weight sensors 140. During the selection and purchase process of the user, if the user takes or returns the goods on the shelf, the weight detected by the weight sensor 140 will change, and at this time the weight sensor 140 can send the detected weight data to the processing device 150, so that the processing device 150 can determine that the user takes or returns the goods on the shelf according to the received weight data.

[0050] The processing device 150 includes a memory 151 and a processor 152.

[0051] The memory 151 can include a high-speed random access memory, and can also include a non-volatile memory, such as at least one magnetic disk storage device, a flash memory device, or other volatile solid-state memory device.

[0052] In some embodiments, the memory 151 can be configured to store commodity information in the unmanned store, such as commodity categories, commodity unit prices, and location information of commodity placement, etc. In addition, the memory 151 can also be configured to store software programs and data. The processor 152 executes various operation processes and data processing of the unmanned store by running the software programs or data stored in the memory.

[0053] The processor 152 can include one or more processing units, for example: the processor 152 can include an application processor (AP), a modem processor, a graphics processing unit (GPU), an image signal processor (ISP), a controller, a video codec, a digital signal processor (DSP), a baseband processor, and / or a neural-network processing unit (NPU), etc. Different processing units can be independent devices or integrated in one or more processors.

[0054] In some embodiments, the processor 151 is configured to receive relevant data sent by the monitoring device 130 and the weight sensor 140, and process the data to complete the operation process of the unmanned store. For example, it can generate the shopping cart information of the user when the user selects and purchases, and generate the order information of the user's purchase this time when the user leaves the store, according to the relevant data sent by the monitoring device and the weight sensor, in combination with the commodity information stored in the memory.

[0055] In addition, although Figure 1 and Figure 2 Not shown, the unmanned store can also be provided with a payment device, a communication device, etc., which will not be described here.

[0056] The embodiments of the present application also provide a processing device for order complaint (hereinafter referred to as complaint processing device in the embodiments of the present application). The complaint processing device is an electronic device with data processing capability. For example, the complaint processing device can be a background server of the unmanned store, or the complaint processing device is a functional module in the background server, or the complaint processing device can be any computing device connected with the background server, etc. The embodiments of the present application do not limit this. The execution subject of the order complaint processing method provided by the embodiments of the present application is the complaint processing device.

[0057] The following will be described in combination with Figure 5 A hardware structure of the complaint processing device 200 is introduced.

[0058] As shown in Figure 5 The complaint processing apparatus 200 includes a processor 210, a communication line 220 and a communication interface 230.

[0059] Optionally, the complaint processing apparatus 200 can further include a memory 240. The processor 210, the memory 240 and the communication interface 230 can be connected through the communication line 220.

[0060] The processor 210 can be a central processing unit (CPU), a general processor network processor (NP), a digital signal processing (DSP), a microprocessor, a microcontroller, a programmable logic device (PLD) or any combination thereof. The processor 201 can also be any other device with processing function, such as a circuit, a device or a software module, without limitation.

[0061] In an example, the processor 210 can include one or more CPUs, such as CPU0 and CPU1 in Figure 5 .

[0062] As an optional implementation, the complaint processing apparatus 200 includes multiple processors, for example, in addition to the processor 210, the complaint processing apparatus 200 can further include a processor 270. The communication line 220 is used to transmit information between the components included in the complaint processing apparatus 200.

[0063] The communication interface 230 is used to communicate with other devices or other communication networks. The other communication network can be an Ethernet, a radio access network (RAN), a wireless local area network (WLAN) and the like. The communication interface 230 can be a module, a circuit, a transceiver or any device capable of communication.

[0064] The memory 240 is used to store instructions. The instructions can be a computer program.

[0065] The memory 240 can be a read-only memory (ROM) or other type of static storage device that can store static information and / or instructions, or a random access memory (RAM), or other type of dynamic storage device that can store information and / or instructions, an electrically erasable programmable read-only memory (EEPROM), a compact disc read-only memory (CD-ROM) or other optical disk storage, a magnetic disk storage or other magnetic storage devices, etc., without limitation.

[0066] It should be noted that the memory 240 can exist independently of the processor 210, or can be integrated with the processor 210. The memory 240 can be used to store instructions or program codes or some data, etc. The memory 240 can be located in the complaint processing apparatus 200, or can be located outside the complaint processing apparatus 200, without limitation.

[0067] The processor 210 is configured to execute the instructions stored in the memory 240 to implement the communication method provided in the embodiments described below. For example, when the complaint processing apparatus 200 is a terminal or a chip or a system on chip in the terminal, the processor 210 can execute the instructions stored in the memory 240 to implement the steps performed by the sending end in the embodiments described below.

[0068] As an optional implementation, the complaint processing apparatus 200 further includes an output device 250 and an input device 260. The output device 250 can be a display screen, a speaker, etc., which can output data of the complaint processing apparatus 200 to a user. The input device 260 can be a keyboard, a mouse, a microphone, a joystick, etc., which can input data to the complaint processing apparatus 200.

[0069] As an example, the output device 250 can be used to output the monitoring video for verifying the order complaint, which is determined according to the order complaint processing method described above, for a staff responsible for verifying the order complaint to view.

[0070] In some of the embodiments of the present application, after the user completes the purchase in the unmanned store, the user can initiate a complaint request for the completed order through the user equipment. Correspondingly, the complaint processing apparatus receives the order complaint request sent by the user equipment, and starts to execute the order complaint processing method provided in the present application. The specific process of initiating the complaint request by the user equipment can be referred to the description below, which will not be repeated here.

[0071] For example, the user equipment can be a mobile phone, tablet computer, desktop computer, laptop computer, handheld computer, notebook computer, ultra-mobile personal computer (UMPC), netbook, as well as cellular phone, personal digital assistant (PDA), augmented reality (AR) / virtual reality (VR) device, and other terminal devices. This disclosure does not impose any special limitations on the specific form of the user equipment. It can interact with the user through one or more methods such as a keyboard, touchpad, touchscreen, remote control, voice interaction, or handwriting device.

[0072] The following section, in conjunction with the accompanying drawings, details the method for handling order appeals provided in this application.

[0073] like Figure 6 As shown in the embodiment of this application, a method for processing order appeals is provided. Optionally, this method can... Figure 5 The complaint processing device 200 shown executes a method comprising the following steps:

[0074] S101. Obtain the order appeal information. This appeal information includes the identifier of the first product and the time period in which the order was placed.

[0075] The first product refers to the product for which the first user filed a complaint regarding an incorrect charge.

[0076] It should be understood that the goods described in the embodiments of this application refer to a single item in an unmanned store. It should be understood that a single item can be defined as one where any of its attributes, such as brand, model, configuration, grade, color, packaging capacity, unit, production date, or shelf life, differs from other goods. For example, a 330ml canned original flavor beverage A can be considered a single item; and the quantity of the same single item can be one or more.

[0077] The aforementioned identifier for the first product is used to uniquely identify it. It should be understood that each product in the unmanned store has a unique identifier. For example, the identifier for the first product can be its smallest stock keeping unit (SKU), such as "Original Flavor Canned 330ML Beverage A". Alternatively, it can be a combination of characters or other possible identifiers referring to the first product. For example, the identifier for Original Flavor Canned 330ML Beverage A could be "BS10621011300327".

[0078] The occurrence time period of the order refers to the time period of the first user's entry and exit of the unmanned store for purchasing the order. Specifically, the complaint processing apparatus can determine the entry time of the first user's this time consumption as the start time of the occurrence time period of the order, and determine the exit time of the user's this time consumption as the end time of the occurrence time period of the order.

[0079] Optionally, before the complaint processing apparatus obtains the complaint information of the order, the complaint processing apparatus can receive the order complaint request sent by the user equipment.

[0080] For example, as shown in (a) of FIG. 7, the user of the unmanned store can view the completed transaction order on the user equipment. For example, the user can operate (for example, click) the display button 71 of the order information interface shown in (a) of FIG. 7 to view the detailed information of the order, such as the commodity list of the order, the unit price of each commodity, the amount of each commodity, the total consumption amount, and the like, for example, the order details interface shown in (b) of FIG. 7. Figure 7 Figure 7 Figure 7

[0081] In addition, if the user wants to initiate a complaint for the order, the user can operate (for example, click) the complaint button 72 in the order information interface shown in (a) of FIG. 7. Further, in response to the operation of the user, the user equipment can display the complaint filling interface shown in (b) of FIG. 8, as shown in (b) of FIG. 8, the complaint filling interface can include a commodity selection column 81 and a complaint question column 82. The commodity selection column 81 includes the commodity list of the order, the user can select the commodity with the error in the commodity selection column 82, and select the complaint question in the complaint column 82, the complaint question includes wrong deduction, over deduction, under deduction, etc. Figure 8 Figure 8 Figure 8 For example, if the user 1 actually selects and purchases the commodity 1, and the commodity recorded in the order is the commodity 2, at this time the user can select "wrong deduction". For another example, if the user 1 actually selects and purchases 1 piece of commodity 1, and the order records 2 pieces of commodity 1, or the order records 1 piece of commodity 1 and 1 piece of commodity 2, at this time the user can select "over deduction". For another example, if the user 1 actually selects and purchases 2 pieces of commodity 1, and the order records 1 piece of commodity 1, at this time the user can select "under deduction".

[0082] Further, after the complaint filling is completed, the user can click the "confirm" button 83. At this time, in response to the operation of the user clicking the complete button 83, the user equipment can send the order complaint request to the complaint processing apparatus. Correspondingly, the complaint processing apparatus can receive the order complaint request sent by the user equipment.

[0083]

[0084] ​​​​​​It should be understood that the order complaint request received by the complaint processing device can include the commodity name of the first commodity and the complaint question.

[0085] Optionally, the order complaint request can also carry the order identifier of the order and the user identifier corresponding to the user.

[0086] The order identifier is used to identify the order, and the order identifier has uniqueness. Whenever a user enters the unmanned store, the operation system of the unmanned store generates a new order identifier according to the received monitoring video of the store entrance, which is used to identify the order of the user's purchase this time. It should be understood that if the user enters the unmanned store without consumption, the operation system of the unmanned store will still generate a new order identifier to identify the blank order of the user this time.

[0087] The user identifier is used to identify the user, which also has uniqueness. Whenever a user enters the unmanned store, the operation system of the unmanned store generates a new user identifier according to the received monitoring video of the store entrance, and it should be understood that the user identifier has a one-to-one correspondence with the order identifier. For the same user, the operation system of the unmanned store generates a new user identifier and a new order identifier every time the user enters the unmanned store.

[0088] Optionally, after receiving the order complaint request sent by the user equipment, the complaint processing device can obtain the complaint information of the order according to the order complaint request.

[0089] Specifically, the complaint processing device can obtain the order information of the order according to the order identifier or the user identifier, and then obtain the occurrence time period of the order. Moreover, the complaint processing device can find the commodity information of the first commodity according to the commodity name of the first commodity in the order complaint request, and then obtain the identifier of the first commodity.

[0090] It should be understood that the complaint processing device can store the order information of all recent orders of the unmanned store, or the complaint processing device can obtain the order information of all recent orders of the unmanned store from the background server of the unmanned store. The order information of an order can include the identifier of the order, the identifier of the user, the occurrence time period of the order, the commodity list, and the consumption amount, etc.

[0091] In addition, the complaint processing device can store the product information of all products in the unmanned store, or the complaint processing device can obtain the product information of all products in the unmanned store from a background server of the unmanned store. Therefore, the complaint processing device can find the identification of the first product in the operation system of the unmanned store. The product information of a product can include the product identification, unit price, inventory, brand, model, configuration, grade, color, package capacity, unit, production date, shelf life, etc.

[0092] Therefore, the complaint processing device can obtain the order information of the order, and determine the occurrence time period of the order. In addition, the complaint processing device can obtain the product information of the first product, and determine the identification of the first product.

[0093] S102, according to the identification of the first product, determine the behavior event information of taking / placing the first product in a first preset time period including the occurrence time period.

[0094] In the embodiment of the application, taking / placing a product once is called a behavior event of the product.

[0095] The processing device of the operation system can record the event information of the behavior event when the weight detected by the weight sensor changes each time. The event information of a behavior event can include the placement position of the product, the event type (taking or placing), the product identification, and the event occurrence time.

[0096] For example, the event information of taking one can of original flavor canned 330ML beverage A from the shelf can be: 050301BS10621011300327 take 2022 / 2 / 12 10:01:00. Wherein, 050301 refers to the 05 shelf 03 row 01 location of the unmanned store. Optionally, the operation system of the unmanned store can record the position information corresponding to each location, for example, the position coordinates of the 05 shelf 03 layer 01 location can be (5.3, 6.2, 1.5).

[0097] Therefore, the behavior event information of taking / placing the first product can include the first time of taking / placing the first product and the first position of the first product, and the first position is the placement position of the first product in the unmanned store.

[0098] In addition, the first preset time period includes the occurrence time period of the order. For example, the first preset time period can be the occurrence time period of the order, or the start time of the first preset time period can be before the start time of the order, and the end time of the first preset time period can be after the end time of the order.

[0099] For example, if the occurrence time period of the order is 2022 / 2 / 12 10:00-2022 / 2 / 12 10:05, the first preset time period can be 2022 / 2 / 12 10:00-2022 / 2 / 12 10:05, or the start time of the first preset time period is (2022 / 2 / 12 10:00 minus the preset time length)-(2022 / 2 / 12 10:05 plus the preset time length).

[0100] The preset time length can be 40 seconds, 50 seconds, 60 seconds, or other reasonable time length.

[0101] It should be understood that the operation system of the unmanned store can have detection errors, resulting in the detection error of multiple taking and placing events close in time, and the detection errors of the operation system of the unmanned store all occur in multiple taking and placing events with a time interval of the occurrence time less than or equal to the preset time length. For example, the preset time length can be determined by the processing device according to the time interval between the occurrence time of the taking / placing events with detection errors, considering all detection errors of the unmanned store.

[0102] Optionally, the complaint processing device can obtain the event information of all behavior events in the first preset time period. Then, according to the identification of the first commodity, the behavior event information of taking / placing the first commodity is searched in the behavior event information of all taking / placing events in the first preset time period.

[0103] It should be noted that since the first commodity is the commodity determined by the user to have the occurrence of the deduction error, the behavior event of taking / placing the first commodity is the behavior event most related to the order complaint. In addition, the behavior event of taking / placing the first commodity can occur within the preset time length before or after the occurrence time period of the order, and since the operation system of the unmanned store can have the detection error of multiple taking and placing events close in time, the behavior event of taking / placing the first commodity is also the behavior event most related to the order complaint. Therefore, the complaint processing device can first determine the behavior event information of taking / placing the first commodity in the first preset time period.

[0104] Optionally, the complaint processing apparatus can determine at least one taking / placing action event of the first commodity in all taking / placing action events of the first commodity in the first preset time period, and further determine the action event information of the at least one action event. It should be understood that when the determined event is a taking / placing action event of the first commodity, the action event information here includes a first time, a first location, when the determined event is a plurality of taking / placing action events of the first commodity, the first time is a plurality, the first location is also a plurality, and a first time corresponds to a first location. It can be understood that the number of first commodities in the unmanned store is a plurality, so in a period of time, a plurality of taking / placing action events of the first commodity can occur; when the number of first commodities is 1, in a period of time, a plurality of taking / placing action events of the first commodity can also occur.

[0105] The complaint processing apparatus determines at least one taking / placing action event of the first commodity in all taking / placing action events of the first commodity in the first preset time period, and further determines the action event information of the at least one action event. The following describes the case:

[0106] Case one: in the case where only one action event has the first commodity identifier in all action events in the first preset time period of the order, the complaint processing apparatus can determine this one action event as the taking / placing action event of the first commodity in the first preset time period of the order, and further determine the corresponding event information.

[0107] For example, assuming that the first preset time period of the order is from 2022 / 2 / 12 10:00 to 2022 / 2 / 12 10:05, and referring to Table 1, Table 1 shows all action event information in this time period, including the action event information of action event 1 and the action event information of action event 2. If the first commodity is a 330ML canned original flavor beverage A, and the identifier of the first commodity is BS10621011300327, the complaint processing apparatus can determine that action event 1 is the taking / placing action event of the first commodity in the first preset time period based on Table 1. Therefore, the above-mentioned first time is 2022 / 2 / 12 10:01:00, and the first location is the position corresponding to the storage location indicated by 050301.

[0108] Table 1

[0109] Behavior event Placement location Commodity identification Event type Event occurrence time Behavior event 1 050301 BS10621011300327 Take 2022 / 2 / 12 10:01:00 Behavior event 2 050250 NFSQ633018211583 Take 2022 / 2 / 12 10:01:25

[0110] Case two: in the case where a plurality of action events have the first commodity identifier in all action events in the first preset time period of the order, the complaint processing apparatus can determine all the plurality of action events as the taking / placing action event of the first commodity in the first preset time period of the order, and further determine the corresponding event information.

[0111] For example, the first preset time period of the order is 2022 / 2 / 12 10:00-2022 / 2 / 12 10:05, and Table 2 shows all behavior event information in this time period, including the behavior event information of behavior event 1, the behavior event information of behavior event 2, and the behavior event information of behavior event 3. If the first commodity is a can of 330ML original flavor beverage A, and the identification of the first commodity is BS10621011300327, the complaint processing device can determine that behavior event 1 and behavior event 3 are behavior events of taking / placing the first commodity in the first preset time period based on Table 2. Therefore, the first time is 2022 / 2 / 12 10:01:00 and 2022 / 2 / 12 10:01:25, and the first position is the position corresponding to 050301 and the position corresponding to 050302.

[0112] Table 2

[0113] Behavior event Placement location Commodity identification Event type Event occurrence time Behavior event 1 050301 BS10621011300327 Take 2022 / 2 / 12 10:01:00 Behavior event 2 050250 NFSQ633018211583 Take 2022 / 2 / 12 10:01:25 Behavior event 3 050302 BS10621011300327 Take 2022 / 2 / 12 10:01:25

[0114] S103, determining a first group of activity tracks according to the behavior event information.

[0115] The first group of activity tracks includes an activity track obtained by a monitoring device for monitoring the first position in a second preset time period.

[0116] The second preset time period is a time period with a preset time length and including the first time. The preset time length can be 40 seconds, 50 seconds, 60 seconds, or other reasonable time lengths. For details, please refer to the description of the preset time length in step S102, which will not be repeated here.

[0117] Optionally, the second preset time period can be a time period with the first time as the middle time and a preset time length. For example, assuming that the first time is 2022 / 2 / 12 10:01:00 and the preset time length is 60 seconds, the first preset time period is 2022 / 2 / 12 10:00:30-2022 / 2 / 12 10:01:30.

[0118] It should be understood that the first time can be one or more times, and the second preset time period can be one or more time periods determined according to the first time. Optionally, the second preset time length can be the same as or different from the first preset time length.

[0119] The first group of activity tracks is the activity track related to the order complaint. As described above, the monitoring device of the unmanned store can generate an activity track for a person appearing in the field of view, and the activity track can include a plurality of time points and a plurality of positions corresponding to the plurality of time points. Figure 4The activity track shown. It should be understood that when a user completes a purchase process in a unmanned store, the user can appear in the field of view of multiple monitoring devices, and the multiple monitoring devices can generate an activity track of the user respectively. Optionally, the monitoring device can also generate a unique track identifier for each activity track.

[0120] The complaint processing device can determine the first set of activity tracks according to the behavior event information.

[0121] The first set of activity tracks includes multiple activity tracks obtained by the monitoring device for monitoring the first position in the unmanned store within the second preset time period. Optionally, the monitoring devices installed in the unmanned store have a corresponding relationship with the storage locations in the unmanned store, and one monitoring device can be used to monitor the positions of multiple storage locations within its field of view.

[0122] The complaint processing device can obtain all activity tracks generated by the monitoring device for monitoring the first position within the second preset time period according to the first position, and determine the activity tracks as the first set of activity tracks.

[0123] Optionally, if an activity track includes multiple track points obtained by the monitoring device within the second preset time period and multiple track points obtained by the monitoring device within a time period other than the first preset time period, the complaint processing device can intercept a sub-activity track composed of the multiple track points obtained within the second preset time period, and divide the sub-activity track into the first set of activity tracks.

[0124] For example, if the second preset time period is from 2022 / 2 / 12 10:00:30 to 2022 / 2 / 12 10:01:30. As shown in the figure, Figure 9 The monitoring device finds two activity tracks, track 1 and track 2, according to the second preset time period. If the acquisition time period of track 1 is from 2022 / 2 / 12 10:00:56 to 2022 / 2 / 12 10:01:05, and the acquisition time period of track 2 is from 2022 / 2 / 12 10:00:20 to 2022 / 2 / 12 10:01:35. It can be seen that the second preset time period completely includes the acquisition time period of track 1. In addition, since point A in track 2 is a track point obtained by the monitoring device at 2022 / 2 / 12 10:01:20, and point B is a track point obtained by the monitoring device at 2022 / 2 / 12 10:01:30, the first time period is the time period for acquiring the AB segment track. Therefore, the complaint processing device can determine the AB segment in track 1 and track 2 as the first set of activity tracks.

[0125] It should be noted that the first set of activity tracks can include one or more activity tracks of the first user. The first user is the user who initiates the order complaint. In addition, within the first preset time period, if the second user is active near the first location, the first set of activity tracks can also include one or more activity tracks of the second user. The second user is another user different from the first user, and the first set of activity tracks can include one or more activity tracks of the second user.

[0126] S104, determining a first target activity track in the first set of activity tracks.

[0127] Further, the complaint processing apparatus can determine at least one activity track in the first set of activity tracks as the first target activity track.

[0128] In an implementation manner, the complaint processing apparatus can determine all activity tracks in the first set of activity tracks as the first target activity track.

[0129] In another implementation manner, the complaint processing apparatus can determine part of the activity tracks in the first set of activity tracks as the first target activity track.

[0130] Optionally, the complaint processing apparatus can determine a first distance between the first set of activity tracks and the first location. Further, the complaint processing apparatus can determine the first target activity track from the first set of activity tracks according to the first distance.

[0131] Optionally, the complaint processing apparatus can sort each activity track in the first set of activity tracks according to the first distance from small to large, and then determine the first target activity track as the top N activity tracks in the first set of activity tracks. N is a positive integer.

[0132] For example, for an activity track 1 in the first set of activity tracks, the complaint processing apparatus can first determine the distance between a track point m in the activity track 1 and the first location based on formula (1):

[0133]

[0134] wherein a n represents the distance between the track point m and the first location, the position coordinates of the track point m are (x m , y m , z m ), and the position coordinates of the first location are (x1, y1, z1).

[0135] Then, the complaint processing apparatus can calculate the distance between the activity track 1 and the first location by formula (2):

[0136]

[0137] Where S1 represents the distance between the activity trajectory 1 and the first position, and a1, a2, ..., a n This represents the distance between all trajectory points in activity trajectory 1 and the first position, and n represents the number of trajectory points in activity trajectory 1.

[0138] In this way, the appeal processing device can determine the first distance between each trajectory in the first group and the first position based on formula 1 and formula 2. Optionally, for any activity trajectory in the first group of activity trajectories, the appeal processing device can calculate the distance between each trajectory point in the activity trajectory and the first position according to formula (1), and then determine the average distance between each trajectory point and the first position as the first distance between the activity trajectory and the first position according to formula (2).

[0139] Furthermore, after obtaining the first distance between each activity trajectory and the first position in the first group of activity trajectories, the appeal processing device can sort the first group of activity trajectories from smallest to largest according to the first distance, and determine the top N activity trajectories as the activity trajectories related to the above order based on the sorting result.

[0140] For example, if the first set of activity trajectories is as follows: Figure 10 As shown, the activity trajectories include trajectory a1, trajectory a2, trajectory a3, trajectory a4, trajectory a5, and trajectory a6. The distances of trajectory a1, trajectory a2, trajectory a3, trajectory a4, trajectory a5, and trajectory a6 to the first position are 1.23 meters, 1.12 meters, 0.30 meters, 0.21 meters, 0.92 meters, and 0.80 meters, respectively. Therefore, the first group of activity trajectories is sorted in ascending order of the first distance, resulting in trajectory a4, trajectory a3, trajectory a6, trajectory a5, trajectory a2, and trajectory a1. If N is 2, the appeal processing device can determine trajectory a4 and trajectory a3 as the activity trajectories related to the aforementioned order appeal.

[0141] It should be noted that the aforementioned first distance can be used to represent the degree of correlation between each activity trajectory in the first group of activity trajectories and the behavioral event of picking up / placing the first item during the order occurrence period. The smaller the first distance, the closer the person to whom the activity trajectory belongs is to the first location of the first item within the first preset time period, and the more relevant the activity trajectory is to the aforementioned behavioral event.

[0142] S105. Obtain the monitoring video of the first target's activity trajectory, which is used to verify the order appeal.

[0143] For any activity track in the first target activity track, the complaint processing device can obtain a section of the monitoring video corresponding to the activity track from the complete monitoring video of the monitoring device to which the activity track belongs, and the section of the monitoring video can be used to verify the complaint of the order.

[0144] It should be understood that the memory of the unmanned store or the background management server of the unmanned store can store complete monitoring videos of the unmanned store in a period of time.

[0145] Based on the above order complaint processing method, when receiving a complaint requirement of an order, complaint information of the order can be obtained, and based on the complaint information of the order, behavior event information related to the complained goods of the order can be determined, and based on the behavior event information, a first target activity track related to the order complaint can be determined, and then behavior event information of the order and at least one related activity track can be determined, and finally, based on the at least one related activity track, a monitoring video for verifying the order complaint can be obtained according to the first target activity track. Since the first target activity track is related to the order complaint, the monitoring video of the first target activity track is also related to the order complaint, so the monitoring video of the first target activity track can be used to verify the order complaint.

[0146] It can be understood that the above method can automatically obtain the monitoring video related to the order complaint in the process of processing the order complaint, so as to verify the order complaint. In this way, unlike the existing way of manually searching for the relevant monitoring video of the order complaint by the customer service personnel in a large number of videos, the present application can save a lot of manpower and video searching time, and is more convenient and efficient, which improves the efficiency of order verification.

[0147] In some embodiments, based on Figure 6 As shown in the order complaint processing method, as shown in Figure 11 The method can further include:

[0148] S106, determining the associated event information according to the first time.

[0149] The associated event information includes a second time of taking / putting other goods in the store except the first goods and a second position of the other goods within a third preset time period, and the third preset time period includes the first time.

[0150] The third preset time period is a time period with a preset time length and including the first time. The preset time length can be 40 seconds, 50 seconds, 60 seconds, or other reasonable time lengths. The related description of the preset time length can refer to the related description of the preset time length in the above step S102, which will not be repeated here. It should be understood that the third preset time length can be the same as the above-mentioned second preset time length, or can be different from the above-mentioned second preset time length.

[0151] It should be understood that the above-mentioned associated event refers to one or more behavior events in the store within the third preset time period, in addition to the behavior event of taking / placing the first commodity. Therefore, the associated event information includes a second time and a second position. The second time is the time when the event in the associated event information occurs, and the second position is the placement position of the commodity included in the associated event information. Moreover, the complaint processing device can determine at least one associated event. Therefore, there can be only one or multiple second times in the associated event information of the at least one associated event. Of course, there can also be only one or multiple second positions in the associated event information of the at least one associated event. It can be understood that one second time corresponds to one second position, and the second time and the second position corresponding to each other correspond to one associated event.

[0152] It should be noted that the operation system of the unmanned store can confuse two taking / placing events with similar times, thereby causing the order to be deducted incorrectly. The associated event is a behavior event related to the behavior event of taking / placing the first commodity, so the associated event is also a behavior event more relevant to the current order complaint. Therefore, after determining the behavior event of taking / placing the first commodity within the third preset time period, the complaint processing device can further determine the relevant associated event.

[0153] In this way, the complaint processing device can determine the behavior event within the third preset time period, in addition to the behavior event of the first commodity, as the associated event.

[0154] For example, if the complaint processing device determines that the third preset time period is 2022 / 2 / 12 10:00:30 to 2022 / 2 / 12 10:01:30, and refers to Table 1, which shows all behavior event information within this time period, including the behavior event information of behavior event 1 and the behavior event information of behavior event 2. If behavior event 1 is the behavior event of taking / placing the first commodity determined by the complaint processing device, and behavior event 2 is the second commodity, then the complaint processing device can determine event 2 as the associated event. Therefore, the above-mentioned second time is 2022 / 2 / 12 10:01:25, and the above-mentioned second position is the position corresponding to the 050250 storage location.

[0155] In some embodiments, the complaint processing device can also determine the associated event information according to the first time and the first position.

[0156] It should be understood that the operation system of the unmanned store is more likely to detect the taking / placing event of the commodity with similar distances incorrectly, so the taking / placing event of the commodity with similar distances to the first position is a behavior event with higher relevance to the current order complaint.

[0157] Optionally, the complaint processing apparatus can determine, as the related event, the event whose location is close to the first location, when determining the one or more events other than the event of the first commodity within the third preset time period.

[0158] For example, after the complaint processing apparatus determines the one or more events other than the event of the first commodity within the third preset time period, the complaint processing apparatus can determine the location of the commodity involved in each event, and determine the event whose location is the same as the location of the first commodity as the related event. For example, if the first location is the location corresponding to 050301, and 050301 refers to the location of 05 shelf 03 row 01 in the unmanned store, the locations of 050122 and 050209 are the same as the location of the first commodity.

[0159] Alternatively, after the complaint processing apparatus determines the one or more events other than the event of the first commodity within the third preset time period, the complaint processing apparatus can calculate the distance between the location of each event information in the one or more events and the first location, and determine the event whose distance is less than or equal to a preset distance as the related event. The preset distance can be 5 meters, 6 meters, or other reasonable distances.

[0160] According to the description of the location of the shelf in step S102, it can be known that the location information corresponding to each shelf in the operation system of the unmanned store can be recorded, such as the location coordinates (5.3, 6.2, 1.5). Therefore, the complaint processing apparatus can determine the location coordinates of the commodity involved in each event according to the event information of the one or more events. Thus, the complaint processing apparatus can calculate the distance between the location of the commodity involved in each event and the first location according to the location coordinates.

[0161] In addition, if all the events occurring in the unmanned store within the third preset time period are the events of taking or placing the first commodity, the complaint processing apparatus can determine 0 related events.

[0162] In some embodiments, if the complaint processing apparatus determines 0 related events, the complaint processing apparatus does not need to perform the following step S107, and in this case, the second group of activity tracks includes 0 activity tracks.

[0163] S107, determining a second group of activity tracks according to the related event information.

[0164] The second group of activity tracks includes a plurality of activity tracks acquired by a monitoring device for monitoring the second location within a fourth preset time period; and the second preset time period includes the second time.

[0165] The third preset time period is a time period with a preset time length and including the second time point. The preset time length can be 40 seconds, 50 seconds, 60 seconds or other reasonable time lengths. The related description of the preset time length can refer to the related description of the preset time length in step S102, which will not be described here.

[0166] The complaint processing apparatus can obtain, according to the second location, all activity tracks generated by the monitoring device for monitoring the second location within a fourth preset time period, and determine the all activity tracks as a second group of activity tracks. The detailed process can refer to the description of the complaint processing apparatus obtaining, according to the first location, all activity tracks generated by the monitoring device for monitoring the first location within a second preset time period, and determining a first group of activity tracks in step 103, which will not be described here.

[0167] It should be understood that the second group of activity tracks can also include one or more activity tracks of the first user, and can also include one or more activity tracks of the second user.

[0168] S108, determining a second target activity track in the second group of activity tracks.

[0169] Further, the complaint processing apparatus can determine at least one activity track in the second group of activity tracks as the second target activity track.

[0170] In an implementation manner, the complaint processing apparatus can determine all activity tracks in the second group of activity tracks as the second target activity track.

[0171] In another implementation manner, the complaint processing apparatus can determine part of the activity tracks in the first group of activity tracks as the at least one activity track.

[0172] Optionally, the complaint processing apparatus can determine a first distance between the second group of activity tracks and the second location. Further, the complaint processing apparatus can determine the second target activity track from the first group of activity tracks according to the second distance.

[0173] Optionally, the complaint processing apparatus can sort each activity track in the second group of activity tracks according to the second distance from small to large, and then determine the activity track in the second group of activity tracks with the top M ranking as the second target activity track. Wherein, M is a positive integer. It should be understood that M can be equal to or different from N in step S104.

[0174] For example, for any activity track in the second group of activity tracks, the complaint processing apparatus can calculate the distance between all track points in the activity track and the second location according to formula (1), and then determine the average distance between the distance between all track points and the second location as the second distance between the activity track and the second location according to formula (2).

[0175] Further, after obtaining the second distance between each activity track in the second set of activity tracks and the second location, the complaint processing apparatus can sort the second set of activity tracks in ascending order of the second distance, and determine the top M activity tracks as the activity tracks related to the order according to the sorting result.

[0176] It should be noted that the second distance can be used to represent the relevance of each activity track in the second set of activity tracks to the associated event. The smaller the second distance, the closer the personnel to whom the activity track belongs to the second location of the second commodity in the second preset time period, and the more relevant the activity track is to the associated event.

[0177] S109, obtain the monitoring video of the second target activity track, and the monitoring video is used to verify the order complaint. For any activity track in the second target activity track, the complaint processing apparatus can obtain a segment of monitoring video corresponding to the activity track from the complete monitoring video of the monitoring device to which the activity track belongs, and the segment of monitoring video can be used to verify the order complaint.

[0178] It should be understood that the memory of the unmanned store or the background management server of the unmanned store can store the complete monitoring video of the unmanned store in a period of time.

[0179] It can be understood that the associated event is a behavior event related to the behavior event of taking / putting the first commodity in the first preset time period. Since the operation system of the unmanned store can confuse two taking / putting events close in time, the order may be deducted incorrectly, and thus the associated event is also a behavior event related to the order complaint. Therefore, the second set of activity tracks determined according to the associated event are also activity tracks related to the order complaint, so that the monitoring video of the second set of activity tracks can be used to verify the order complaint, so that the related monitoring for verifying the order complaint is more comprehensive, and the accuracy of verifying the order complaint is improved.

[0180] Optionally, based on the above order complaint processing method, as shown in the method, the method further comprises the following steps: Figure 12

[0181] S201, obtain the monitoring video used to verify the order complaint.

[0182] Optionally, the monitoring video used to verify the order complaint includes the monitoring video of the first target activity track. Alternatively, the monitoring video used to verify the order complaint includes the monitoring video of the first target activity track and the monitoring video of the second target activity track.

[0183] ​Optionally, the specific steps of the order complaint device obtaining the monitoring video of the first target activity track and obtaining the monitoring video of the second target activity track can refer to the related description of steps S101-S109 above, which will not be repeated here.

[0184] S202, output the monitoring video for verifying the order complaint.

[0185] It should be understood that the order complaint device can output the monitoring video of the first target activity track. Alternatively, the order complaint device can output the monitoring video of the first target activity track and the monitoring video of the second target activity track. The following will take the order complaint device outputting the monitoring video of the first target activity track and the monitoring video of the second target activity track as an example to describe step S202 in detail.

[0186] Optionally, after obtaining the monitoring video for verifying the order complaint, the complaint processing device can output the obtained monitoring video through the output device 250 (such as a display) shown in the figure, so as to be viewed by the staff responsible for verifying the order complaint. Figure 5

[0187] Optionally, the complaint processing device can output the monitoring video according to the size of the first distance and the second distance, and the priority of the first distance and the second distance. The priority of the first distance is higher than that of the second distance.

[0188] That is, the monitoring video determined according to the first target activity track is output first, and then the monitoring video determined according to the second target activity track is output. For the monitoring video determined according to the first target activity track, the monitoring video of the activity track with the shorter first distance is output first, and then the monitoring video of the activity track with the longer distance is output. The same applies to the monitoring video determined according to the second target activity track.

[0189] It should be noted that the monitoring video a4 and the monitoring video a3 are videos determined according to the behavior event information of taking / placing the first commodity during the order occurrence period, and since this behavior event is the most relevant taking / placing event for this order complaint, the monitoring video a4 and the monitoring video a3 are more relevant to this order complaint. In addition, the smaller the first distance, the closer the personnel is to the first commodity, and the more relevant the activity track is to the behavior event, so the monitoring video of the activity track is more relevant to the order complaint. Correspondingly, the smaller the second distance, the more relevant the monitoring video of the activity track is to the order complaint.

[0190] In this way, the staff responsible for verifying the order complaint can first view the monitoring video more relevant to the order complaint, which is more likely to record the activity process of the user corresponding to the error of the order complaint. In this way, the auditing efficiency can be improved. ​

[0191] For example, if the first target activity track includes track a4 and track a3, and the second target activity track includes track b1 and track b2, the obtained monitoring videos include monitoring video a4, monitoring video a3, monitoring video b1 and monitoring video b2.

[0192] If the first distance between track a4 and the first position is less than the first distance between track a3 and the first position, and the second distance between track b2 and the second position is less than the second distance between track b1 and the second position, the sorting result of the monitoring videos is: monitoring video a4, monitoring video a3, monitoring video b2, monitoring video b1.

[0193] Therefore, please refer to Figure 13 The sorting result of the monitoring videos can be: monitoring video a4, monitoring video a3, monitoring video b2, monitoring video b1.

[0194] In addition, as Figure 13 indicated, the complaint processing apparatus can also output order details, complaint reasons and other information related to the order complaint.

[0195] In some embodiments, the obtained monitoring videos can also be subjected to face and body feature analysis to determine whether the personnel in all the monitoring videos are the same user. When the personnel in the obtained monitoring videos are different users, the monitoring videos can be classified, and the monitoring videos of the same user can be divided into the same category of monitoring videos.

[0196] Optionally, the complaint processing apparatus can perform face recognition on the monitoring videos of the first target activity track and the monitoring videos of the second target activity track respectively to determine the user to which each activity track belongs. When the user to which the activity track belongs includes a first user and a second user, the monitoring videos can be divided into a first category of monitoring videos and a second category of monitoring videos.

[0197] The first category of monitoring videos is the monitoring videos of the activity track of the first user, and the second category of monitoring videos is the monitoring videos of the activity track of the second user. In addition, the second user is another user different from the first user.

[0198] For example, if it is identified that the personnel in monitoring video a4, monitoring video a3 and monitoring video b1 are the same user, and the personnel in monitoring video b2 are another user, as Figure 14 indicated, the monitoring video a4, monitoring video a3 and monitoring video b1 can be labeled with the word "user 1", and the monitoring video b2 can be labeled with the word "user 2".

[0199] In some embodiments, the complaint processing apparatus can output the order information of the associated order.

[0200] The associated order can be another order corresponding to the at least one activity track.

[0201] For example, if the first user actually selects the second commodity, but the order records the first commodity. At this time, the order complaint can involve another order, and the second user who purchases the other order can intend to select the first commodity, but the second user's order (i.e., the other order) records the second commodity. In this case, the second user's order is the associated order. In addition, the monitoring video of each activity track in the at least one activity track can also be used to correct the error of the first commodity in the associated order.

[0202] The above mainly introduces the scheme provided by the embodiments of the present application from the perspective of the method. In order to realize the above functions, it contains the hardware structure and / or software module corresponding to the execution of each function. The technical person skilled in the art should easily realize that, in combination with the units and algorithm steps of each example described in the embodiments disclosed in the present application, the present application can be realized in the form of hardware or the combination of hardware and computer software. Whether a certain function is executed in the form of hardware or computer software driven hardware depends on the specific application and design constraints of the technical scheme. The professional technical person skilled in the art can use different methods to realize the described functions for each specific application, but this implementation should not be considered beyond the scope of the present application.

[0203] As shown in Figure 15 Fig. 3 is a structural schematic diagram of an order complaint processing device 300 provided by the embodiments of the present application. The device 300 can include an information acquisition module 301, an information processing module 302, and a video acquisition module 303. Optionally, the device 300 can include an identification module 304.

[0204] The information acquisition module 301 is configured to acquire complaint information of an order, and the complaint information includes an identifier of a first commodity and a time period of the order.

[0205] The information processing module 302 is configured to determine, according to the identifier of the first commodity, behavior event information of taking / placing the first commodity within a first preset time period including the time period, and the behavior event information includes a first time of taking / placing the first commodity and a first position of the first commodity.

[0206] The information processing module 302 is further configured to determine a first group of activity tracks according to the behavior event information, and the first group of activity tracks includes an activity track acquired by a monitoring device for monitoring the first position within a second preset time period; and the second preset time period includes the first time.

[0207] The information processing module 302 is further configured to determine a first target activity track in the first group of activity tracks.

[0208] The video acquisition module 303 is configured to acquire a monitoring video of the first target activity track, and the monitoring video is used to verify the order complaint.

[0209] In a possible implementation, the information processing module 302 is specifically configured to: determine a first distance between each activity track in the first group of activity tracks and the first location respectively; and determine the first target activity track in the first group of activity tracks according to the first distance.

[0210] In another possible implementation, the information processing module 302 is specifically configured to: sort the first group of activity tracks according to the first distance from small to large to obtain a sorting result of the first group of activity tracks; and determine the first target activity track as the first N activity tracks in the sorting result, where N is a positive integer.

[0211] In yet another possible implementation, the information processing module 302 is further configured to: determine, according to the first time, associated event information, the associated event information including a second time of other goods in the store except the first goods and a second location of the other goods within a third preset time period, the third preset time period including the first time; determine a second group of activity tracks according to the associated event information, the second group of activity tracks including a plurality of activity tracks acquired by a monitoring device for monitoring the second location within a second preset time period, the second preset time period including the second time; and determine a second target activity track in the second group of activity tracks. The video acquisition module 303 is further configured to acquire a monitoring video of the second target activity track, and the monitoring video is used to verify the order complaint.

[0212] In yet another possible implementation, the information processing module 303 is specifically configured to: determine a second distance between each activity track in the second group of activity tracks and the second location respectively; and determine the second target activity track in the second group of activity tracks according to the second distance.

[0213] In yet another possible implementation, the order complaint processing apparatus 300 further includes an identification module 304, the identification module 304 is configured to perform face recognition on the monitoring video of the first target activity track and the monitoring video of the second target activity track respectively to determine a user to which each activity track belongs. The information processing module 303 is further configured to, in a case where the user to which each activity track belongs includes a first user and a second user, divide the monitoring video into a first type of monitoring video and a second type of monitoring video, the first type of monitoring video being the monitoring video of the activity track of the first user, and the second type of monitoring video being the monitoring video of the activity track of the second user.

[0214] The specific description of the optional mode can be referred to the foregoing method embodiments, and will not be described here. In addition, the explanation and beneficial effect of the processing device 300 of any order complaint provided above can be referred to the corresponding method embodiments, and will not be described here.

[0215] As an example, in combination with Figure 5 , the function implemented by the information processing module 302 in the processing device of order complaint can be implemented by the processor 210 or the processor 270 in Figure 5 executing the program code in the memory 240 in Figure 5 . The function implemented by the information acquisition module 301 and the video acquisition module 303 can be implemented by the communication line 220 in Figure 5 . The video output module 304 can be implemented by the output device 260 in Figure 5 , of course, not limited to this.

[0216] Those skilled in the art should easily realize that the units and algorithm steps of each example described in combination with the embodiments disclosed herein can be realized in the form of hardware or a combination of hardware and computer software. Whether a certain function is realized in the form of hardware or computer software driving hardware depends on the specific application and design constraints of the technical solution. The skilled person can use different methods to realize the described functions for each specific application, but such implementation should not be considered beyond the scope of the present application.

[0217] It should be noted that the division of modules in Figure 15 is illustrative, and is only a logical functional division. In actual implementation, there can be another division manner. For example, two or more functions can be integrated in one processing module. The integrated module can be realized in the form of hardware or software function module.

[0218] The embodiments of the present application also provide a computer readable storage medium including computer execution instructions, which, when running on a computer, make the computer execute any method provided by the foregoing embodiments. For example, Figure 6 one or more features of S101-S105 in may be assumed by one or more computer execution instructions stored in the computer readable storage medium.

[0219] The embodiments of the present application also provide a computer program product including computer execution instructions, which, when running on a computer, make the computer execute any method provided by the foregoing embodiments.

[0220] The embodiment of the present application further provides a chip, comprising a processor and an interface, the processor is coupled with a memory through the interface, and when the processor executes computer programs or computer execution instructions in the memory, any method provided in the above embodiment is executed.

[0221] In the above embodiments, the implementation can be achieved by software, hardware, firmware or any combination thereof, entirely or partially. When implemented by software, the implementation can be in the form of a computer program product, entirely or partially. The computer program product includes one or more computer instructions. When the computer instructions are loaded and executed on a computer, the computer instructions entirely or partially generate the processes or functions according to the embodiments of the present application. The computer can be a general-purpose computer, a special-purpose computer, a computer network or other programmable devices. The computer instructions can be stored in a computer-readable storage medium or transferred from one computer-readable storage medium to another, for example, the computer instructions can be transferred from one website, computer, server or data center to another through wired (for example, coaxial cable, optical fiber, digital subscriber line (DSL)) or wireless (for example, infrared, wireless, microwave, etc.) mode. The computer-readable storage medium can be any available medium that can be accessed by a computer or data storage device including one or more servers, data centers, etc. integrated with the medium. The available medium can be a magnetic medium (for example, floppy disk, hard disk, magnetic tape), an optical medium (for example, DVD) or a semiconductor medium (for example, solid state disk (SSD)) and the like.

[0222] The above is only a specific implementation of the present application, but the protection scope of the present application is not limited thereto, any change or replacement within the technical scope disclosed in the present application should be covered in the protection scope of the present application. Therefore, the protection scope of the present application should be subject to the protection scope of the claims.

Claims

1. A method for handling order appeals, characterized in that, The method comprises: obtaining complaint information of an order, the complaint information comprising an identifier of a first commodity and a time period when the order occurs; determining, according to the identifier of the first commodity, behavior event information of taking or placing the first commodity within a first preset time period comprising the time period, the behavior event information comprising a first time point of taking or placing the first commodity and a first position of the first commodity; determining a first set of activity tracks according to the behavior event information, wherein the first set of activity tracks comprises an activity track obtained by a monitoring device for monitoring the first position within a second preset time period; and the second preset time period comprises the first time point; determining a first target activity track in the first set of activity tracks; obtaining monitoring video of the first target activity track, the monitoring video being used for verifying the order complaint; The method further comprises: determining, according to the first time point, associated event information comprising a second time point of taking or placing a second commodity other than the first commodity within a third preset time period and a second position of the second commodity, the third preset time period comprising the first time point; determining a second set of activity tracks according to the associated event information, wherein the second set of activity tracks comprises a plurality of activity tracks obtained by a monitoring device for monitoring the second position within a fourth preset time period; and the second preset time period comprises the second time point; determining a second target activity track in the second set of activity tracks; obtaining monitoring video of the second target activity track, the monitoring video being used for verifying the order complaint.

2. The method of claim 1, wherein, The determination of the first target activity track in the first set of activity tracks comprises: determining a first distance between each activity track in the first set of activity tracks and the first position, respectively; determining the first target activity track in the first set of activity tracks according to the first distance.

3. The method of claim 2, wherein, The determination of the first target activity track in the first set of activity tracks according to the first distance comprises: sorting the first set of activity tracks according to the first distance from small to large to obtain a sorting result of the first set of activity tracks; determining the first target activity track as the first N activity tracks in the sorting result, N being a positive integer.

4. The method of claim 1, wherein, The determination of the second target activity track in the second set of activity tracks comprises: determining a second distance between each activity track in the second set of activity tracks and the second position, respectively; determining the second target activity track in the second set of activity tracks according to the second distance.

5. The method of claim 1, wherein: facial recognition is performed on the monitoring video of the first target activity track and the monitoring video of the second target activity track, respectively, to determine a user to which each activity track belongs; in a case where the user to which each activity track belongs comprises a first user and a second user, the monitoring video is divided into a first type of monitoring video and a second type of monitoring video, the first type of monitoring video being the monitoring video of the activity track of the first user, and the second type of monitoring video being the monitoring video of the activity track of the second user.

6. An order complaint processing apparatus characterized by comprising: The device comprises: The information acquisition module is configured to acquire complaint information of an order, the complaint information comprising an identifier of a first commodity and a time period when the order occurs; The information processing module is configured to determine, according to the identifier of the first commodity, behavior event information of taking or placing the first commodity within a first preset time period comprising the time period, the behavior event information comprising a first time point of taking or placing the first commodity and a first location of the first commodity; The information processing module is further configured to determine a first set of activity tracks according to the behavior event information, wherein the first set of activity tracks comprises activity tracks acquired by a monitoring device for monitoring the first location within a second preset time period, and the second preset time period comprises the first time point; The information processing module is further configured to determine a first target activity track in the first set of activity tracks; The video acquisition module is configured to acquire monitoring video of the first target activity track, the monitoring video being used to verify the order complaint; The information processing module is further configured to determine, according to the first time point, associated event information comprising a second time point of taking or placing a second commodity other than the first commodity within a third preset time period and a second location of the second commodity, and the third preset time period comprises the first time point; The information processing module is further configured to determine a second set of activity tracks according to the associated event information, wherein the second set of activity tracks comprises a plurality of activity tracks acquired by a monitoring device for monitoring the second location within a fourth preset time period, and the second preset time period comprises the second time point; The information processing module is further configured to determine a second target activity track in the second set of activity tracks; The video acquisition module is further configured to acquire monitoring video of the second target activity track, the monitoring video being used to verify the order complaint.

7. The apparatus of claim 6, wherein The information processing module is specifically configured to: determine a first distance between each activity track in the first set of activity tracks and the first location, respectively; determine the first target activity track in the first set of activity tracks according to the first distance; The information processing module is specifically configured to: sort the first set of activity tracks according to the first distance from small to large to obtain a sorting result of the first set of activity tracks; determine the first target activity track as the first N activity tracks in the sorting result, N being a positive integer; The information processing module is specifically configured to: determine a second distance between each activity track in the second set of activity tracks and the second location, respectively; determine the second target activity track in the second set of activity tracks according to the second distance; The apparatus further comprises: The identification module is configured to perform face recognition on the monitoring video of the first target activity track and the monitoring video of the second target activity track, respectively, to determine a user to which each activity track belongs. The information processing module is further configured to, in a case where the user to which each active track belongs includes a first user and a second user, divide the monitoring video into a first type of monitoring video and a second type of monitoring video, the first type of monitoring video being a monitoring video of the active track of the first user, and the second type of monitoring video being a monitoring video of the active track of the second user.

8. An electronic device, comprising: The electronic device includes a memory and a processor; the memory and the processor are coupled; the memory is configured to store computer program code, the computer program code including computer instructions; The computer readable storage medium stores computer instructions, when the computer instructions run on the electronic device, make the electronic device execute the order complaint processing method as claimed in any one of claims 1-5.

9. A computer-readable storage medium, characterized in that, The computer readable storage medium stores computer instructions, when the computer instructions run on the electronic device, make the electronic device execute the order complaint processing method as claimed in any one of claims 1-5.

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