Order after-sale method and device, equipment and storage medium

Abstract

The invention provides an order after-sales method and device, equipment and a storage medium. According to the method, in response to a query request initiated by a user, at least one second order associated with a user identifier is determined from a plurality of first orders, the query request carries the user identifier, and the plurality of first orders are determined based on order data acquired by at least one preset channel. And in response to an after-sales operation of the user for the at least one second order, generating an after-sales work order of the at least one second order. According to the method provided by the invention, the after-sales service of the order is realized, and the efficiency of the after-sales service is improved.

Description

Technical Field

[0001] The present application relates to the field of network technology, and in particular to an order after-sales method, device, equipment and storage medium. Background Art

[0002] With the rapid development of the Internet of Things industry, there are more and more sales channels for Internet of Things products. The increase in sales channels has also led to a variety of after-sales channels and uneven after-sales services, which has reduced the after-sales quality of enterprises.

[0003] The existing technology mainly involves users logging into different product sales platforms, searching for all order records on the platforms respectively, and after finding the corresponding item order, initiating an after-sales application based on the order information when the order was placed, generating an after-sales application form for the platform, and processing the after-sales application form in the after-sales operation of the platform.

[0004] However, the existing technology has the problems of long after-sales cycle of item orders and low after-sales service efficiency. Summary of the invention

[0005] The present application provides an order after-sales method, device, equipment and storage medium, which are used to solve the technical problems of long after-sales cycle of item orders and low after-sales service efficiency.

[0006] In a first aspect, the present application provides an order after-sales method, comprising:

[0007] In response to a query request initiated by a user, determining at least one second order associated with the user identifier from a plurality of first orders, wherein the query request carries the user identifier, and the plurality of first orders are determined based on order data obtained through at least one preset channel;

[0008] In response to the user's after-sales operation on the at least one second order, a after-sales work order for the at least one second order is generated.

[0009] In one or more embodiments, before determining at least one second order associated with the user identifier from the plurality of first orders, the method further includes:

[0010] Acquire a plurality of order data from the at least one preset channel;

[0011] For each order data, at least one attribute information in the order data is extracted and converted into a preset order template to obtain a first order corresponding to the order data. The at least one attribute information includes: order identification, user information, channel information, order status, item information, and logistics information.

[0012] In one or more embodiments, the method further comprises:

[0013] For each first order, access permissions are added to the first order according to the user information in the first order.

[0014] In one or more embodiments, in response to the user's after-sales operation on the at least one second order, generating a after-sales work order for the at least one second order includes:

[0015] Determining at least one second order accessible to the user according to the permission information of the user and the access permission corresponding to each second order;

[0016] In response to a user's after-sales operation on at least one accessible second order, a after-sales work order for the at least one second order is generated.

[0017] In one or more embodiments, the method further comprises:

[0018] Perform business flow processing on the after-sales work order of the at least one second order.

[0019] In one or more embodiments, the after-sales work order of the at least one second order is an additional type work order;

[0020] Accordingly, the business flow processing of the after-sales work order of the at least one second order includes:

[0021] According to the channel information of the after-sales work order, a new order is created in the channel corresponding to the channel information.

[0022] In one or more embodiments, the after-sales work order of the at least one second order is a work order of return or exchange type;

[0023] Accordingly, the business flow processing of the after-sales work order of the at least one second order includes:

[0024] According to the item information of the after-sales work order, the return and outbound operations are performed, and the status of the item information is added as pre-warehouse.

[0025] In a second aspect, the present application provides an order after-sales device, comprising:

[0026] a first response module, configured to respond to a query request initiated by a user and determine at least one second order associated with a user identifier from a plurality of first orders, wherein the query request carries the user identifier, and the plurality of first orders are determined based on order data obtained through at least one preset channel;

[0027] The second response module is used to generate an after-sales work order for the at least one second order in response to the user's after-sales operation for the at least one second order.

[0028] In one or more embodiments, before determining at least one second order associated with the user identifier from the plurality of first orders, the first response module is further configured to:

[0029] Acquire a plurality of order data from the at least one preset channel;

[0030] For each order data, at least one attribute information in the order data is extracted and converted into a preset order template to obtain a first order corresponding to the order data. The at least one attribute information includes: order identification, user information, channel information, order status, item information, and logistics information.

[0031] In one or more embodiments, the first response module is further configured to:

[0032] For each first order, access permissions are added to the first order according to the user information in the first order.

[0033] In one or more embodiments, the second response module is specifically configured to:

[0034] Determining at least one second order accessible to the user according to the permission information of the user and the access permission corresponding to each second order;

[0035] In response to a user's after-sales operation on at least one accessible second order, a after-sales work order for the at least one second order is generated.

[0036] In one or more embodiments, the second response module is further configured to:

[0037] Perform business flow processing on the after-sales work order of the at least one second order.

[0038] In one or more embodiments, the after-sales work order of the at least one second order is an additional type work order;

[0039] Correspondingly, the second response module performs business flow processing on the after-sales work order of the at least one second order, specifically for:

[0040] According to the channel information of the after-sales work order, a new order is created in the channel corresponding to the channel information.

[0041] In one or more embodiments, the after-sales work order of the at least one second order is a work order of return or exchange type;

[0042] Correspondingly, the second response module performs business flow processing on the after-sales work order of the at least one second order, specifically for:

[0043] According to the item information of the after-sales work order, the return and outbound operations are performed, and the status of the item information is added as pre-warehouse.

[0044] In a third aspect, the present application provides an electronic device, including:

[0045] a processor, and a memory communicatively connected to the processor;

[0046] The memory stores computer-executable instructions;

[0047] The processor executes the computer-executable instructions stored in the memory to implement the method described in the first aspect and any one of the embodiments above.

[0048] In a fourth aspect, the present application provides a computer-readable storage medium, wherein the computer-readable storage medium stores computer-executable instructions, and when the computer-executable instructions are executed by a processor, they are used to implement the method described in the first aspect and any one of the embodiments.

[0049] In a fifth aspect, the present application provides a computer program product, including a computer program, which, when executed by a processor, is used to implement the order after-sales method as described in the first aspect and various possible implementations of the first aspect.

[0050] The order after-sales method, device, equipment and storage medium provided by the present application, the method first determines at least one second order associated with the user identifier from multiple first orders by responding to a query request initiated by the user, the query request carries the user identifier, and the multiple first orders are determined based on the order data obtained from at least one preset channel, and then generates at least one after-sales work order for the second order in response to the user's after-sales operation for at least one second order. In the above method, multiple first orders are determined based on the order data obtained from at least one preset channel, and the order data of different preset channels can be unified, realizing centralized processing of orders. In addition, by responding to the query request initiated by the user, the query request carries the user identifier, and the order query can be performed according to the user identifier, and at least one second order associated with the user identifier is determined from multiple first orders, thereby improving the order processing efficiency. Afterwards, by responding to the user's after-sales operation for at least one second order, an after-sales work order for at least one second order is generated to complete the order after-sales. BRIEF DESCRIPTION OF THE DRAWINGS

[0051] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0052] Figure 1 A schematic diagram of the structure of the order after-sales system provided in the embodiment of the present application;

[0053] Figure 2 Schematic diagram of the process of the order after-sales method provided in the embodiment of the present application Figure 1 ;

[0054] Figure 3 Schematic diagram of the process of the order after-sales method provided in the embodiment of the present application Figure 2 ;

[0055] Figure 4 Schematic diagram of the process of the order after-sales method provided in the embodiment of the present application Figure 3 ;

[0056] Figure 5 A schematic diagram of the structure of an order after-sales device provided in an embodiment of the present application;

[0057] Figure 6 A schematic diagram of the structure of an electronic device provided in an embodiment of the present application.

[0058] The above drawings have shown clear embodiments of the present application, which will be described in more detail later. These drawings and text descriptions are not intended to limit the scope of the present application in any way, but to illustrate the concept of the present application to those skilled in the art by referring to specific embodiments. DETAILED DESCRIPTION

[0059] Exemplary embodiments will be described in detail herein, examples of which are shown in the accompanying drawings. When the following description refers to the drawings, the same numbers in different drawings represent the same or similar elements unless otherwise indicated. The implementations described in the following exemplary embodiments do not represent all implementations consistent with the present application. Instead, they are merely examples of devices and methods consistent with some aspects of the present application as detailed in the appended claims.

[0060] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties, and the collection, use and processing of relevant data must comply with relevant laws, regulations and standards, and provide corresponding operation entrances for users to choose to authorize or refuse.

[0061] With the rapid development of the Internet of Things industry, there are many types of Internet of Things products on the market, and sales channels are becoming increasingly diversified. This change not only includes the traditional business-to-business model, but also extends to the complex business-to-consumer model. Diversified sales channels have brought broader market opportunities to enterprises, but also brought many challenges, especially in terms of product after-sales service.

[0062] The existing technology mainly involves customers logging into different product sales platforms, searching for order records on each platform respectively, finding the corresponding item order based on the order information, after-sales rules and service processes of each platform, and initiating an after-sales application based on the order information when the order was placed. This generates an after-sales application form for the platform, and the after-sales operation of the platform handles the after-sales application form in accordance with the after-sales rules.

[0063] However, the existing technology has the problems of complicated after-sales process for item orders and low after-sales service efficiency.

[0064] The order after-sales method provided by the present application is intended to solve the above technical problems of the prior art. The inventive concept of the present application is as follows: the acquisition of order data may include multiple order preset channels, and the order data format or content of each order preset channel may be different. Based on the order data obtained from at least one preset channel, multiple first orders in a unified format are determined, which can reduce the dispersion of order data and improve order processing efficiency. In subsequent processing, when a user initiates a query request, multiple orders associated with the user can be directly found, and then the user can select the order that needs after-sales from multiple orders, and based on the order, generate an after-sales work order for the order to carry out the after-sales process of the order.

[0065] The technical solution of the present application and how the technical solution of the present application solves the above-mentioned technical problems are described in detail below with specific embodiments. The following specific embodiments can be combined with each other, and the same or similar concepts or processes may not be repeated in some embodiments. The embodiments of the present application will be described below in conjunction with the accompanying drawings.

[0066] Figure 1 This is a schematic diagram of the structure of the order after-sales system provided in the embodiment of the present application. Figure 1 As shown, the order after-sales system includes a data collection and processing module, a user management module and a work order processing module.

[0067] The data collection and processing module is used to connect to various order channel systems, receive order data from various channels, extract valid data, convert it into standard data and save it in the database of the order after-sales system.

[0068] In one possible implementation, the data collection and processing module collects IoT order data distributed across different channels, which may include order number, user information, order channel information, order status information, item information, and logistics information. The collected order data is then reorganized through business rules and converted into basic order information visible to users and after-sales operators, where different users see different levels of order information.

[0069] The user management module is used to verify the users who log in to the after-sales system, automatically sort the user data based on the database of the after-sales system, and store it in the user information table.

[0070] In a possible implementation, the user management module extracts the user information and order numbers collected from various order channels, forcibly binds them and stores them in the order after-sales system, and at the same time enters the collected after-sales operation personnel information into the after-sales system in advance.

[0071] When a user registers and logs in to the current system, different personnel will log in, permission control will be added according to business operability, and the existence of associated order data will be automatically checked. If there is an associated order, the user can log in normally, query the order and initiate after-sales service; the after-sales operation service personnel information is entered through self-registration

[0072] The work order processing module is a module for users to initiate applications for after-sales services and operations to process work orders. It mainly generates after-sales work orders for accessible orders, including return, exchange, and additional work orders;

[0073] In one possible implementation, the initiated after-sales work order will be transferred according to the configured workflow and processed by the operation personnel. That is, the initiated after-sales application will interact with the order system of each channel to generate a new order. At the same time, it will also interact with the inventory system to carry out the entry and exit of goods.

[0074] The following is a detailed description of the technical solution involved in the present application, and the executing entity is an electronic device that implements the order after-sales system.

[0075] Figure 2 Schematic diagram of the process of the order after-sales method provided in the embodiment of the present application Figure 1 .like Figure 2 As shown, the order after-sales method includes the following steps:

[0076] S210: In response to a query request initiated by a user, determining at least one second order associated with the user identifier from a plurality of first orders;

[0077] The query request carries a user identifier, and the multiple first orders are determined based on order data obtained from at least one preset channel.

[0078] In this step, firstly, order data of different order preset channels are collected, and the collected order data are processed according to rules and converted into standardized data, and the standardized order data is the first order. When a user initiates a query request carrying a user identifier, the query request is responded to, and at least one second order associated with the user identifier is determined from multiple first orders.

[0079] Among them, the user identifier refers to an identifier that can uniquely mark the user, the preset channel refers to a preset channel or source for generating and obtaining order data, the first order refers to order data of multiple different users obtained based on at least one preset channel after rule processing, and the second order refers to an order among multiple first orders that is associated with the user who initiated the query request in the embodiment of the present application, that is, an order associated with the user identifier.

[0080] In a possible implementation, after collecting the order data of different order preset channels, the collected order data can be converted into a unified format using data standardization and normalization technology. The order data may include order identification, channel information, order status, item information, logistics information, etc. The order data formats of different order preset channels are different. Specifically, the data format of the order identification can be unified into a digital string of a certain length, the content format of the channel information can be unified into "channel + channel category", and the content format of the order status can be unified into one of the preset "pending shipment", "shipped" or "pending evaluation".

[0081] If the order data of the preset channel A is collected, the different contents of the order data are first identified, and then the contained order identifier is converted into a unified 6-digit digital string 100001 (here, the 6-digit length is taken as an example), where the first digit is "1", corresponding to channel A, the channel information is set to "Channel A", and the order status is "pending shipment"; if the order data of the preset channel B is collected, after the different contents of the order data are identified, the contained order identifier is converted into a unified 6-digit digital string 200001, where the first digit is "2", corresponding to channel B, the channel information is set to "Channel B", and the order status is "shipped"; if the order data of the preset channel C is collected, after the different contents of the order data are identified, the contained order identifier is converted into a unified 6-digit digital string 300001, where the first digit is "3", corresponding to channel C, the channel information is set to "Channel C", and the order status is "pending evaluation".

[0082] S220. In response to the user's after-sales operation on at least one second order, generate at least one after-sales work order for the second order.

[0083] In this step, the user first performs an after-sales operation on at least one second order in the second orders that requires after-sales service, and generates an after-sales work order for at least one second order in response to the after-sales operation.

[0084] Among them, after-sales operation refers to the after-sales request initiated by the user for the order according to the demand, and the after-sales work order refers to the detailed record generated according to the user's after-sales operation, which corresponds to the user's after-sales request and the specific content of the order.

[0085] In a possible implementation, the above implementation may be determined by a work order processing module in an order after-sales system. The above after-sales operation on at least one second order may be to initiate an additional request, a return request or a replacement request for the order, and generate an after-sales work order of the additional, return or replacement type, respectively. For example, the after-sales operation on the second order 1 is to initiate an additional request for the order, corresponding to the generation of an after-sales work order of the additional type for the second order 1, and the after-sales work order includes the additional after-sales operation and the specific content of the second order 1; the after-sales operation on the second order 2 is to initiate a return request for the order, corresponding to the generation of an after-sales work order of the return type for the second order 2, and the after-sales work order includes the after-sales operation of the return and the specific content of the second order 2; the after-sales operation on the second order 3 is to initiate a replacement request for the order, corresponding to the generation of an after-sales work order of the replacement type for the second order 3, and the after-sales work order includes the after-sales operation of the replacement and the specific content of the second order 3.

[0086] In a possible implementation, the method may further include the following implementation: performing business flow processing on at least one after-sales work order of the second order.

[0087] In this step, first, based on the after-sales work order of at least one second order, the type of after-sales work order of at least one second order is identified, the corresponding business process is matched according to the after-sales work order type, and then the after-sales work order of at least one second order is executed and processed according to specific business process steps.

[0088] Among them, business flow processing refers to processing according to the pre-set corresponding business process based on the specific after-sales work order type.

[0089] Furthermore, if the after-sales work order of at least one second order is an additional type work order; accordingly, the business flow processing of the after-sales work order of at least one second order may include: creating a new order in the channel corresponding to the channel information according to the channel information of the after-sales work order.

[0090] In this step, according to the after-sales work order type of at least one second order, that is, the additional type work order, the business process corresponding to the additional type work order is matched and flow processing is performed, wherein the business flow processing can be to create a new order based on the channel information in the specific content of the after-sales work order of the second order, or to create a new order in the channel corresponding to the channel name of the channel information according to the format specification of the channel order data.

[0091] Among them, channel information may include channel name, channel order data format specifications, etc.

[0092] For example, taking the above example for further explanation, the after-sales work order type of the second order 1 is an additional type work order, and the specific content of the second order 1 includes (order ID 200002, channel B, shipped, item information 1), then a new order is created according to the specific content of the after-sales work order of the second order 1. First, according to the channel name in the specific content, it is known that the corresponding channel is channel B, and then a new order is created according to the format specification of the channel B order data, wherein the item information of the new order is consistent with the item information of the second order 1.

[0093] Furthermore, if the after-sales work order of at least one second order is a return or exchange type work order; accordingly, the business flow processing of the after-sales work order of at least one second order may include: performing return and outbound operations according to the item information of the after-sales work order, and adding the status of the item information as pre-warehouse.

[0094] In this step, according to the after-sales work order type of at least one second order, that is, the return or exchange type work order, the business process corresponding to the return or exchange type work order is matched and flow processing is performed, wherein the business flow processing can be based on the item information of the after-sales work order, performing return and outbound operations, and adding the status of the item information as pre-warehouse.

[0095] Among them, item information may include item type, item weight, production date, etc. The status of item information can be warehoused, shipped, pre-warehoused, etc. Pre-warehoused means that the item information is entered into the inventory system when a return or exchange type after-sales work order is generated.

[0096] For example, taking the above example for further explanation, the after-sales work order type of the second order 2 is a return type work order, and the specific content of the second order 2 includes (order identification 100002, channel A, shipped, item information 2), then according to item information 2, the return operation is performed, and the status of item information 2 is added as pre-warehouse; the after-sales work order type of the second order 3 is an exchange type work order, and the specific content of the second order 3 includes (order identification 300002, channel C, shipped, item information 3), then according to item information 3, the return and outbound operations are performed, and the status of item information 3 is added as pre-warehouse.

[0097] The order after-sales method provided in the embodiment of the present application first determines at least one second order associated with the user identifier from multiple first orders by responding to a query request initiated by the user, wherein the query request carries the user identifier, and the multiple first orders are determined based on order data obtained through at least one preset channel, and then generates an after-sales work order for at least one second order in response to the user's after-sales operation on the at least one second order. In this embodiment, multiple first orders are first determined based on the order data obtained through at least one preset channel, and the order data of different channels can be processed centrally, and then in response to the query request initiated by the user, at least one second order associated with the user identifier can be determined from the multiple first orders according to the user identifier, and then in response to the user's after-sales operation on the at least one second order, a corresponding after-sales work order is generated, thereby improving the efficiency of order after-sales.

[0098] Based on the above embodiments, Figure 3 Schematic diagram of the process of the order after-sales method provided in the embodiment of the present application Figure 2 .like Figure 3 As shown, before the above step S210, a possible implementation includes the following steps:

[0099] S310. Acquire multiple order data from at least one preset channel.

[0100] In a possible implementation, order data can be collected based on preset channels. Depending on the preset channels, multiple order data can be obtained from each preset channel. For example, corresponding order data can be collected according to preset channel A, corresponding order data can be collected according to preset channel B, and corresponding order data can be collected according to preset channel C. Multiple order data can be collected from different preset channels.

[0101] S320: for each order data, extract at least one attribute information in the order data, and convert it into a preset order template to obtain a first order corresponding to the order data;

[0102] Among them, at least one attribute information includes: order identification, user information, channel information, order status, item information, and logistics information.

[0103] In this step, the order data contains at least one attribute information. First, for each order data, its attribute information is extracted to obtain at least one attribute information corresponding to the order data. Then, the at least one attribute information is converted according to a preset unified regulation to obtain order data that conforms to a preset order template, and then the first order corresponding to the order data is obtained.

[0104] Among them, the order template refers to the unified regulations on the content format of different attribute information in the order data, the order identifier refers to the identifier that can uniquely mark the order, and the user information may include the user identifier, user name, user number, etc.

[0105] In one possible implementation, the preset order template may be: the order identifier is a six-digit number, and the first digit corresponds to the channel information of the order, the user identifier in the user information is a four-digit number, the user name is "uppercase letters + lowercase letters + four digits", the user number is eleven digits, the channel information is "channel + channel identifier", the order status is one of "to be shipped, shipped, to be evaluated", and the logistics information is one of "to be transported, in transport, transport completed".

[0106] For example, for order data X from channel A, the attribute information such as order ID, user ID, channel information, order status, and logistics information in order data X are extracted and converted into a preset order template, and the first order Y in a unified prescribed format corresponding to order data X can be obtained. The specific content of the first order Y is (100256, 2048, channel A, shipped, in transit).

[0107] In a possible implementation, the method may further include the following implementation: for each first order, adding access rights to the first order according to the user information in the first order.

[0108] In this step, firstly, based on each first order, the user information in the first order is obtained, and according to different user information, access permissions are added to the first order accordingly.

[0109] In a possible implementation, the user information may include first-level users, second-level users, third-level users, etc., and different levels of users are set with different permissions to access the first order content. For example, a first-level user may access the order ID and order status in the first order, a second-level user may access the order ID, order ID, and logistics information in the first order, and a third-level user may access the order ID, order ID, logistics information, and item information in the first order.

[0110] The order after-sales method provided in the embodiment of the present application first obtains multiple order data from at least one preset channel, then extracts at least one attribute information in the order data for each order data, and converts it into a preset order template, and further obtains the first order corresponding to the order data, wherein at least one attribute information includes: order identification, user information, channel information, order status, item information, and logistics information. In this embodiment, the order channel is pre-set for the source of the order data, and multiple order data are obtained from at least one preset channel. The order data from different channels can be processed uniformly, and then at least one attribute information is extracted for each order data, and converted into a preset order template, so as to obtain the first order corresponding to the order data. The template is pre-set for the order data, and the order data from different channels can be standardized, which improves the consistency of the data and effectively improves the efficiency of order after-sales.

[0111] Based on the above embodiments, Figure 4 Schematic diagram of the process of the order after-sales method provided in the embodiment of the present application Figure 3 .like Figure 4 As shown, a possible implementation of the above step S220 includes the following steps:

[0112] S410: Determine at least one second order accessible to the user according to the user's permission information and the access permission corresponding to each second order.

[0113] In this step, it is first determined whether the user has the authority to access the second order based on the user's authority information. When the user has the authority to access the second order, at least one second order that the user can access is determined based on the access authority corresponding to each second order.

[0114] The user's permission information refers to whether the user has the permission to access the second order, and the access permission corresponding to the second order refers to the specific content of the second order that the user can access.

[0115] In one possible implementation, the user's permission information can be verified based on a user information table, and the user information in multiple first orders is extracted to construct a user information table. When the user needs to access a second order, it is verified based on the user information table whether the user information exists. If the user's information exists in the user information table, the user has the permission to access the second order. Then, based on the access permission corresponding to each second order, the specific content of the second order that the user can access is determined, and then at least one second order that the user can access is determined.

[0116] S420. In response to a user's after-sales operation on at least one accessible second order, generate a after-sales work order for at least one second order.

[0117] In this step, the user first initiates an after-sales operation based on at least one accessible second order, and then, in response to the user's after-sales operation on at least one accessible second order, generates an after-sales work order corresponding to at least one second order according to the specific type of the after-sales operation.

[0118] In a possible implementation, the after-sales operation of the user for at least one accessible second order may be an additional operation, a return operation, or an exchange operation, and the generated after-sales work order for at least one second order may correspond to an additional type of after-sales work order, a return type of after-sales work order, or an exchange type of after-sales work order. Moreover, the content of each type of after-sales work order includes the corresponding after-sales operation initiated for at least one second order and the specific content of at least one accessible second order.

[0119] The order after-sales method provided in the embodiment of the present application first determines at least one second order accessible to the user based on the user's permission information and the access rights corresponding to each second order, and then generates at least one after-sales work order for the second order in response to the user's after-sales operation on the at least one accessible second order. In this embodiment, permission information is set for the user, and at least one second order accessible to the user can be determined based on the user's permission information and the access rights corresponding to each second order, thereby improving data security. Afterwards, in response to the user's after-sales operation on the at least one accessible second order, a corresponding after-sales work order is generated, which can realize order after-sales and speed up the processing speed of after-sales service.

[0120] Based on the above embodiments, the following are device embodiments involved in this application:

[0121] Figure 5 This is a schematic diagram of the structure of the order after-sales device provided in the embodiment of the present application. Figure 5 As shown, the order after-sales device 500 includes:

[0122] A first response module 510 is configured to respond to a query request initiated by a user and determine at least one second order associated with a user identifier from a plurality of first orders, wherein the query request carries the user identifier, and the plurality of first orders are determined based on order data obtained from at least one preset channel;

[0123] The second response module 520 is used to generate at least one after-sales work order for the second order in response to the user's after-sales operation for the at least one second order.

[0124] In an optional embodiment, before determining at least one second order associated with the user identifier from the multiple first orders, the first response module 510 is further configured to:

[0125] Obtain multiple order data from at least one preset channel;

[0126] For each order data, at least one attribute information in the order data is extracted and converted into a preset order template to obtain the first order corresponding to the order data. The at least one attribute information includes: order identification, user information, channel information, order status, item information, and logistics information.

[0127] In an optional embodiment, the first response module 510 is further configured to:

[0128] For each first order, access permissions are added to the first order according to the user information in the first order.

[0129] In an optional embodiment, the second response module 520 is specifically configured to:

[0130] Determining at least one second order accessible to the user according to the user's permission information and the access permission corresponding to each second order;

[0131] In response to a user's after-sales operation on at least one accessible second order, a after-sales work order for the at least one second order is generated.

[0132] In an optional embodiment, the second response module 520 is further configured to:

[0133] Perform business flow processing on at least one after-sales work order of the second order.

[0134] In an optional embodiment, at least one after-sales work order of the second order is an additional type work order;

[0135] Correspondingly, the second response module 520 performs business flow processing on the after-sales work order of at least one second order, specifically for:

[0136] Based on the channel information of the after-sales work order, create a new order in the channel corresponding to the channel information.

[0137] In an optional embodiment, at least one after-sales work order of the second order is a work order of return or exchange type;

[0138] Correspondingly, the second response module 520 performs business flow processing on the after-sales work order of at least one second order, specifically for:

[0139] According to the item information in the after-sales work order, perform return and outbound operations, and add the status of the item information as pre-warehouse.

[0140] Based on the above embodiments, Figure 6 This is a schematic diagram of the structure of an electronic device provided in an embodiment of the present application. Figure 6As shown, the electronic device 600 includes: a processor 610, a memory 620 and a bus 630;

[0141] The memory 620 is used to store computer executable instructions of the processor 510;

[0142] The processor 610 is configured to execute the technical solution of any of the aforementioned method embodiments by executing computer execution instructions.

[0143] Optionally, the memory 620 may be independent or integrated with the processor 610 .

[0144] Optionally, the memory 620 may include a random access memory (Random Access Memory, RAM), and may also include a non-volatile memory (Non-volatile Memory, NVM), such as at least one disk memory.

[0145] The bus 630 may be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, or an Extended Industry Standard Architecture (EISA) bus, etc. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of representation, only one thick line is used in the drawings of the present application, but it does not mean that there is only one bus or one type of bus.

[0146] The above-mentioned processor can be a general-purpose processor, including a central processing unit CPU, a network processor (NP), etc.; it can also be a digital signal processor DSP, an application-specific integrated circuit ASIC, a field programmable gate array FPGA or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components.

[0147] The electronic device is used to execute the technical solution of any of the aforementioned method embodiments, and its implementation principle and technical effect are similar and will not be repeated here.

[0148] An embodiment of the present application also provides a computer-readable storage medium on which computer execution instructions are stored. When the computer execution instructions are executed by a processor, they are used to implement the technical solution provided by any of the above method embodiments.

[0149] An embodiment of the present application also provides a computer program product, including a computer program, which includes computer instructions stored in a computer-readable storage medium. When the computer program is executed by a processor, it is used to implement the technical solution provided by any of the above method embodiments.

[0150] It should be noted that, for the aforementioned method embodiments, for the sake of simplicity, they are all expressed as a series of action combinations, but those skilled in the art should be aware that the present application is not limited by the described order of actions, because according to the present application, certain steps can be performed in other orders or simultaneously. Secondly, those skilled in the art should also be aware that the embodiments described in the specification are all optional embodiments, and the actions and modules involved are not necessarily required by the present application.

[0151] It should be further noted that, although the various steps in the flowchart are displayed in sequence according to the indication of the arrows, these steps are not necessarily executed in sequence in the order indicated by the arrows. Unless there is a clear description in this article, the execution of these steps is not strictly limited in order, and these steps can be executed in other orders. Moreover, at least a portion of the steps in the flowchart may include multiple sub-steps or multiple stages, and these sub-steps or stages are not necessarily executed at the same time, but can be executed at different times, and the execution order of these sub-steps or stages is not necessarily to be carried out in sequence, but can be executed in turn or alternately with other steps or at least a portion of the sub-steps or stages of other steps.

[0152] It should be understood that the above-mentioned device embodiments are only illustrative, and the device of the present application can also be implemented in other ways. For example, the division of units / modules in the above-mentioned embodiments is only a logical function division, and there may be other division methods in actual implementation. For example, multiple units, modules or components can be combined, or can be integrated into another system, or some features can be ignored or not executed.

[0153] In addition, unless otherwise specified, each functional unit / module in each embodiment of the present application may be integrated into one unit / module, each unit / module may exist physically separately, or two or more units / modules may be integrated together. The above-mentioned integrated unit / module may be implemented in the form of hardware or in the form of a software program module.

[0154] If the integrated unit / module is implemented in the form of hardware, the hardware may be a digital circuit, an analog circuit, etc. The physical implementation of the hardware structure includes but is not limited to transistors, memristors, etc. Unless otherwise specified, the processor may be any appropriate hardware processor, such as CPU, GPU, FPGA, DSP, and ASIC, etc. Unless otherwise specified, the storage unit may be any appropriate magnetic storage medium or magneto-optical storage medium, such as Resistive Random Access Memory (RRAM), Dynamic Random Access Memory (DRAM), Static Random Access Memory (SRAM), Enhanced Dynamic Random Access Memory (EDRAM), High-Bandwidth Memory (HBM), Hybrid Memory Cube (HMC), etc.

[0155] If the integrated unit / module is implemented in the form of a software program module and sold or used as an independent product, it can be stored in a computer-readable memory. Based on this understanding, the technical solution of the present application, or the part that contributes to the prior art, or all or part of the technical solution can be embodied in the form of a software product. The computer software product is stored in a memory, including a number of instructions to enable a computer device (which can be a personal computer, server or network device, etc.) to execute all or part of the steps of the various embodiments of the present application. The aforementioned memory includes: U disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), mobile hard disk, disk or optical disk and other media that can store program codes.

[0156] In the above embodiments, the description of each embodiment has its own emphasis. For parts not described in detail in a certain embodiment, please refer to the relevant description of other embodiments. The technical features of the above embodiments can be combined arbitrarily. In order to make the description concise, all possible combinations of the technical features in the above embodiments are not described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0157] Those skilled in the art will readily appreciate other embodiments of the present application after considering the specification and practicing the invention disclosed herein. The present application is intended to cover any modification, use or adaptation of the present application, which follows the general principles of the present application and includes common knowledge or customary techniques in the art that are not disclosed in the present application. The specification and examples are intended to be exemplary only, and the true scope and spirit of the present application are indicated by the following claims.

[0158] It should be understood that the present application is not limited to the precise structures that have been described above and shown in the drawings, and that various modifications and changes may be made without departing from the scope thereof. The scope of the present application is limited only by the appended claims.

Claims

1. An order after-sales method, characterized in that: The method comprises: In response to a query request initiated by a user, determining at least one second order associated with the user identifier from a plurality of first orders, wherein the query request carries the user identifier, and the plurality of first orders are determined based on order data obtained through at least one preset channel; In response to the user's after-sales operation on the at least one second order, a after-sales work order for the at least one second order is generated.

2. The method according to claim 1, characterized in that Before determining at least one second order associated with the user identifier from the plurality of first orders, the method further includes: Acquire a plurality of order data from the at least one preset channel; For each order data, at least one attribute information in the order data is extracted and converted into a preset order template to obtain a first order corresponding to the order data. The at least one attribute information includes: order identification, user information, channel information, order status, item information, and logistics information.

3. The method according to claim 2, characterized in that The method further comprises: For each first order, access permissions are added to the first order according to the user information in the first order.

4. The method according to claim 3, characterized in that The generating, in response to the user's after-sales operation on the at least one second order, an after-sales work order for the at least one second order comprises: Determining at least one second order accessible to the user according to the permission information of the user and the access permission corresponding to each second order; In response to a user's after-sales operation on at least one accessible second order, a after-sales work order for the at least one second order is generated.

5. The method according to any one of claims 1 to 4, characterized in that: The method further comprises: Perform business flow processing on the after-sales work order of the at least one second order.

6. The method according to claim 5, characterized in that The after-sales work order of the at least one second order is an additional type work order; Accordingly, the business flow processing of the after-sales work order of the at least one second order includes: According to the channel information of the after-sales work order, a new order is created in the channel corresponding to the channel information.

7. The method according to claim 5, characterized in that The after-sales work order of the at least one second order is a work order of return or exchange type; Accordingly, the business flow processing of the after-sales work order of the at least one second order includes: According to the item information of the after-sales work order, the return and outbound operations are performed, and the status of the item information is added as pre-warehouse.

8. An order after-sales device, characterized in that: include: a first response module, configured to respond to a query request initiated by a user and determine at least one second order associated with a user identifier from a plurality of first orders, wherein the query request carries the user identifier, and the plurality of first orders are determined based on order data obtained through at least one preset channel; The second response module is used to generate an after-sales work order for the at least one second order in response to the user's after-sales operation for the at least one second order.

9. An electronic device, characterized in that: include: a processor, and a memory communicatively connected to the processor; The memory stores computer-executable instructions; The processor executes the computer-executable instructions stored in the memory to implement the method according to any one of claims 1 to 7.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores computer-executable instructions, which are used to implement the method according to any one of claims 1 to 7 when executed by a processor.

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