Illegal event appeal processing method, electronic equipment, storage medium and program product

Abstract

The invention provides a violation event appeal processing method, electronic equipment, a storage medium and a program product, and the method comprises the steps: obtaining an appeal scheme matched with a violation event in response to the obtained information generated by the violation event; wherein the appeal scheme comprises violation feature information and appeal prompt information; in response to the obtained appeal scheme matched with the violation event, generating a punishment notice about the violation event; wherein the punishment notice comprises violation feature information, appeal prompt information and violation punishment information; responding to a received appeal list corresponding to the punishment notice list, and obtaining a responsibility judgment scheme corresponding to the appeal scheme; based on the appeal order and the violation event, performing responsibility judgment processing according to a responsibility judgment scheme to obtain a final responsibility judgment result; and determining a final processing result about the violation event according to the final responsibility judgment result and the violation punishment information. According to the violation event appeal processing method, the electronic equipment, the storage medium and the program product provided by the invention, the unified appeal responsibility judgment scheduling capability and the overall process management of violation, appeal, responsibility judgment and punishment are realized, and the user experience is improved.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and in particular to a method for handling complaints of violation incidents, electronic equipment, storage medium and program product. Background Art

[0002] In the process of real estate operations, brokers will inevitably violate some rules and regulations stipulated by the platform intentionally or unintentionally and be punished, such as entering false listings, flying private orders, and encroaching on other people's performance. Currently, there is no unified appeal and accountability scheduling platform, and it is impossible to comprehensively evaluate whether the brokers punished by the platform have appealed, and what the appeal results are, and thus it is impossible to evaluate the rationality of the punishment. It is necessary to realize unified appeal and accountability scheduling capabilities to achieve overall process management of violations, appeals, accountability, and penalties. Summary of the invention

[0003] The present invention provides a method for handling complaints about violations, an electronic device, a storage medium and a program product, which are used to solve the defects of the prior art that the prior art lacks a unified complaint judgment and scheduling capability and cannot achieve the overall process management of violations, complaints, judgments and penalties, and achieves a unified complaint judgment and scheduling capability, as well as the overall process management of violations, complaints, judgments and penalties.

[0004] The present invention provides a method for handling complaints about violation events, comprising the following steps: in response to obtaining information generated by a violation event, obtaining a complaint plan that matches the violation event; wherein the complaint plan includes violation feature information and complaint prompt information; in response to obtaining the complaint plan that matches the violation event, generating a penalty notice regarding the violation event; wherein the penalty notice includes the violation feature information, the complaint prompt information and violation penalty information; in response to receiving a complaint form corresponding to the penalty notice, obtaining a accountability plan corresponding to the complaint plan; based on the complaint form and the violation event, performing accountability processing according to the accountability plan to obtain a final accountability result; and determining a final handling result regarding the violation event based on the final accountability result and the violation penalty information.

[0005] According to a method for handling complaints of violation events provided by the present invention, the accountability scheme includes at least one accountability node and a flow order between the at least one accountability node; the accountability processing according to the accountability scheme to obtain a final accountability result includes: scheduling the corresponding accountability nodes in sequence according to the flow order between the at least one accountability node to perform accountability processing to obtain a final accountability result; wherein: if the accountability sub-result of a certain accountability node is that the appeal is passed, then transfer to the next accountability node for accountability processing; if the accountability sub-result of a certain accountability node is that the appeal fails, then the final accountability result is determined to be an appeal failure, and the processing flow of the accountability processing according to the accountability scheme is exited; if the accountability sub-result of a certain accountability node is that the appeal is timed out, then the final accountability result is determined to be an appeal timed out, and the processing flow of the accountability processing according to the accountability scheme is exited; if the accountability sub-result of all the accountability nodes is that the appeal is successful, then the final accountability result is determined to be an appeal success, and the processing flow of the accountability processing according to the accountability scheme is exited.

[0006] According to a method for handling complaints about violation incidents provided by the present invention, the method also includes: if a certain accountability node allows supplementary credentials when the appeal is confirmed to have failed after preliminary accountability processing, but if the supplementary credentials are not received within a preset first time, then the accountability sub-result of the accountability node is determined to be an appeal timeout; if a certain accountability node allows supplementary credentials when the appeal fails after preliminary accountability processing, but if the supplementary credentials are received within the preset first time, and the appeal is confirmed to be approved after further accountability processing based on the supplemented credentials, then the accountability sub-result of the accountability node is determined to be an appeal approved.

[0007] According to a method for handling complaints about violation incidents provided by the present invention, after generating a penalty notice regarding the violation incident, the method further includes: in response to not receiving a complaint form corresponding to the penalty notice within a preset second time, determining that the final result of the judgment is a failure of the complaint.

[0008] According to a method for handling complaints about violation incidents provided by the present invention, the method also includes: after obtaining the sub-result of the judgment of the judgment node, updating the status of the complaint form according to the sub-result of the judgment; after obtaining the final result of the judgment, updating the status of the complaint form according to the final result of the judgment.

[0009] According to a method for handling complaints about violations provided by the present invention, the method also includes: presenting complaint details in the form of a timeline; wherein the complaint details include the complaint information when the complaint form is generated, the complaint progress, the judgment nodes involved, the judgment sub-results of the judgment nodes, the final judgment results and other preset judgment process details.

[0010] According to a violation event complaint handling method provided by the present invention, the complaint scheme is provided with multiple matching dimensions for matching the violation event; the obtaining of the complaint scheme matching the violation event includes: on the premise that the number of the matching dimensions used for matching is greater than or equal to the minimum matching number, matching the violation event with the complaint scheme in descending order of the number of the matching dimensions to obtain the complaint scheme matching the violation event; wherein, if the matching is successful according to the matching dimensions with a larger number, matching will no longer be performed according to the matching dimensions with a smaller number.

[0011] According to a method for handling complaint handling of violation events provided by the present invention, after obtaining a complaint solution matching the violation event, the method further includes: in response to not obtaining the complaint solution matching the violation event, generating prompt information for configuring the complaint solution corresponding to the violation event.

[0012] The present invention also provides a violation event complaint handling device, comprising the following modules: a complaint plan acquisition module, used to: in response to obtaining information generated by a violation event, obtain a complaint plan matching the violation event; wherein the complaint plan includes violation feature information and complaint prompt information; a penalty notice generation module, used to: in response to obtaining the complaint plan matching the violation event, generate a penalty notice regarding the violation event; wherein the penalty notice includes the violation feature information, the complaint prompt information and violation penalty information; a responsibility plan acquisition module, used to: in response to receiving a complaint form corresponding to the penalty notice, obtain a responsibility plan corresponding to the complaint plan; a responsibility processing module, used to: based on the complaint form and the violation event, perform responsibility processing according to the responsibility plan to obtain a final responsibility result; a result determination module, used to: determine the final processing result regarding the violation event according to the final responsibility result and the violation penalty information.

[0013] The present invention also provides an electronic device, comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein when the processor executes the computer program, the method for handling complaints of violation events as described above is implemented.

[0014] The present invention also provides a non-transitory computer-readable storage medium having a computer program stored thereon, and when the computer program is executed by a processor, the method for handling complaints of violation events as described in any one of the above is implemented.

[0015] The present invention also provides a computer program product, including a computer program, wherein when the computer program is executed by a processor, the computer program implements any of the above-mentioned methods for handling complaints of violation events.

[0016] The violation event complaint handling method, electronic device, storage medium and program product provided by the present invention obtain a complaint plan matching the violation event in response to obtaining information generated by the violation event, generate a penalty notice regarding the violation event in response to obtaining the complaint plan matching the violation event, obtain a judgment and liability plan corresponding to the complaint plan in response to receiving a complaint form corresponding to the penalty notice, perform judgment and liability processing according to the judgment and liability plan based on the complaint form and the violation event, obtain a final judgment and liability result, and determine the final processing result of the violation event according to the final judgment and liability penalty information, thereby realizing unified complaint and liability scheduling capabilities and overall process management of violations, complaints, judgments and liabilities, and improving user experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0017] In order to more clearly illustrate the technical solutions in the present invention or the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, the drawings described below are some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0018] Figure 1 This is one of the flow charts of the method for handling complaints of violation incidents provided by the present invention.

[0019] Figure 2 It is a schematic diagram of the state transition of the accountability node in the violation event complaint handling method provided by the present invention.

[0020] Figure 3 This is the second flow chart of the method for handling complaints of violation incidents provided by the present invention.

[0021] Figure 4 It is a structural schematic diagram of the violation event complaint handling device provided by the present invention.

[0022] Figure 5 It is a structural schematic diagram of the electronic device provided by the present invention. DETAILED DESCRIPTION

[0023] In order to make the purpose, technical solution and advantages of the present invention clearer, the technical solution of the present invention will be clearly and completely described below in conjunction with the drawings of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0024] In the introduction of the embodiment of the present invention, the violation incident of the real estate agent is taken as an example. It can be understood that the violation incident complaint handling method provided by the present invention can also be applied to other business scenarios.

[0025] Figure 1 This is one of the flow charts of the method for handling complaints of violations provided by the present invention, such as Figure 1 As shown, the method includes: Step S1: in response to obtaining information about a violation event, obtaining a complaint plan that matches the violation event; wherein the complaint plan includes violation feature information and complaint prompt information.

[0026] The violation event complaint handling method provided by the present invention can be applied to a server.

[0027] Violations can be generated through a variety of channels, such as broker reports, broker disputes, and system detection. For broker reporting channels, a broker reporting module can be set up. If a broker report occurs, a violation occurs. For broker dispute channels, a broker objection module can be set up. If a broker objection occurs, a violation occurs. For example, broker objections may be disputes about the maintainer of a particular property. For system detection, the occurrence of violations can be determined by setting up an automated detection program based on the relevant rules for broker violations.

[0028] If the information generated by the violation event is obtained, the appeal plan matching the violation event is obtained. The appeal plan includes violation feature information and appeal prompt information. The violation feature information includes preset information used to describe the characteristics of the violation event itself. The appeal prompt information may include rules that need to be followed when appealing and other appeal notification information, such as information on materials required for appeal. The violation information of the violation event can be obtained, and the violation information of the violation event can be matched with the violation feature information in the appeal plan to determine whether there is an appeal plan matching the violation event.

[0029] Step S2: in response to obtaining the appeal plan that matches the violation event, generating a penalty notice regarding the violation event; wherein the penalty notice includes the violation feature information, the appeal prompt information and the violation penalty information.

[0030] If an appeal plan matching the violation event is obtained, a penalty notice for the violation event is generated. The penalty notice can be sent to the client device of the violator for display. A reminder message generated by the penalty notice can be sent to the client device of the violator, and a link to obtain the penalty notice is generated under the violation processing module of the account logged in by the violator for viewing. The penalty notice includes violation feature information, appeal prompt information, and violation penalty information.

[0031] Step S3: in response to receiving the appeal form corresponding to the penalty notice, obtaining the accountability scheme corresponding to the appeal scheme.

[0032] Under the violation handling module of the client device, you can set a complaint form editing button corresponding to the penalty notice, and edit the complaint form related information by clicking the complaint form editing button. After the editing is completed, trigger the complaint form generation button to generate the complaint form and send it to the server. The content of the complaint form includes preset complaint related information, such as text description, picture voucher, etc.

[0033] After receiving the appeal form corresponding to the penalty notice, the server learns that the client device has issued an appeal request and obtains the accountability scheme corresponding to the appeal scheme matching the violation event. The appeal scheme is pre-set and has a corresponding accountability scheme. The appeal scheme and the accountability scheme can be a one-to-one or many-to-one relationship.

[0034] Step S4: Based on the complaint form and the violation event, a judgment is made according to the judgment scheme to obtain a final judgment result.

[0035] The violation event states what violations have occurred, and the appeal form states the explanation of the situation where no violations have occurred. After obtaining the accountability scheme corresponding to the appeal scheme matching the violation event, the accountability is processed according to the accountability scheme based on the appeal form and the violation event, and the final accountability result is obtained. The final accountability result can be a successful appeal or a failed appeal.

[0036] Step S5: Determine the final handling result of the violation event based on the final result of the judgment and the violation penalty information.

[0037] The final result of the judgment can indicate whether the appeal is successful. If the appeal is successful according to the judgment result, the final result is to revoke the original violation penalty information. If the appeal is unsuccessful according to the judgment result, the original violation penalty information is confirmed to be valid and can be implemented.

[0038] The method for handling complaints about violation events provided by the present invention obtains a complaint plan matching the violation event in response to obtaining information about the violation event, generates a penalty notice regarding the violation event in response to obtaining the complaint plan matching the violation event, obtains a liability judgment plan corresponding to the complaint plan in response to receiving a complaint form corresponding to the penalty notice, performs liability judgment processing according to the liability judgment plan based on the complaint form and the violation event, obtains a final liability judgment result, and determines the final handling result of the violation event according to the final liability judgment result and the violation penalty information, thereby realizing unified complaint liability judgment scheduling capabilities and overall process management of violations, complaints, liability judgments, and penalties, thereby improving user experience.

[0039] According to a method for handling complaints of violation events provided by the present invention, the accountability scheme includes at least one accountability node and a flow order between the at least one accountability node; the accountability processing according to the accountability scheme to obtain a final accountability result includes: scheduling the corresponding accountability nodes in sequence according to the flow order between the at least one accountability node to perform accountability processing to obtain a final accountability result; wherein: if the accountability sub-result of a certain accountability node is that the appeal is passed, then transfer to the next accountability node for accountability processing; if the accountability sub-result of a certain accountability node is that the appeal fails, then the final accountability result is determined to be an appeal failure, and the processing flow of the accountability processing according to the accountability scheme is exited; if the accountability sub-result of a certain accountability node is that the appeal is timed out, then the final accountability result is determined to be an appeal timed out, and the processing flow of the accountability processing according to the accountability scheme is exited; if the accountability sub-result of all the accountability nodes is that the appeal is successful, then the final accountability result is determined to be an appeal success, and the processing flow of the accountability processing according to the accountability scheme is exited.

[0040] The accountability scheme includes at least one accountability node and at least one flow sequence between the accountability nodes. The detailed accountability process can be determined by freely combining the accountability nodes and the interaction rules of the accountability process. Each accountability node is used to execute the corresponding accountability processing flow. The flow sequence between at least one accountability node indicates the execution order between the accountability nodes. Only when the accountability node of the previous accountability node passes the appeal, will it be transferred to the next accountability node for accountability processing according to the flow sequence. If the previous accountability node fails the appeal or the appeal times out, the processing flow for accountability processing according to the accountability scheme will be jumped out. If all the accountability nodes are executed and all are determined to be successful in appeal, the final judgment result is a successful appeal.

[0041] After the broker fills in the relevant materials and generates an appeal form according to the appeal requirements, the system obtains the associated judgment plan according to the appeal plan and dispatches each judgment node for judgment. When the judgment is processed according to the judgment plan and the final judgment result is obtained, the corresponding judgment nodes are dispatched in sequence according to the flow order between at least one judgment node for judgment processing to obtain the final judgment result; among which: if the judgment sub-result of a judgment node is that the appeal is passed, it will be transferred to the next judgment node for judgment processing; if the judgment sub-result of a judgment node is that the appeal fails, the final judgment result is determined to be the appeal failure, and the processing flow of judgment processing according to the judgment plan is jumped out; if the judgment sub-result of a judgment node is that the appeal is timed out, the final judgment result is determined to be the appeal timed out, and the processing flow of judgment processing according to the judgment plan is jumped out; if the judgment sub-result of all judgment nodes is that the appeal is successful, the final judgment result is determined to be the appeal is successful, and the processing flow of judgment processing according to the judgment plan is jumped out.

[0042] The method for handling complaints about violation events provided by the present invention obtains a final result of the complaint by sequentially scheduling corresponding judgment nodes for complaint processing according to the flow order between at least one judgment node. If the judgment sub-result of a judgment node is that the complaint is passed, the judgment is transferred to the next judgment node for complaint processing. If the judgment sub-result of a judgment node is that the complaint fails, the final result of the judgment is determined to be the complaint fails, and the processing flow of the complaint processing according to the judgment scheme is jumped out. If the judgment sub-result of a judgment node is that the complaint is timed out, the final result of the judgment is determined to be the complaint timed out, and the processing flow of the complaint processing according to the judgment scheme is jumped out. If the judgment sub-result of all judgment nodes is that the complaint is successful, the final result of the judgment is determined to be the complaint is successful, and the processing flow of the complaint processing according to the judgment scheme is jumped out, thereby improving the reliability and comprehensiveness of the complaint processing according to the judgment scheme.

[0043] According to a method for handling complaints about violation incidents provided by the present invention, the method also includes: if a certain accountability node allows supplementary credentials when the appeal is confirmed to have failed after preliminary accountability processing, but if the supplementary credentials are not received within a preset first time, then the accountability sub-result of the accountability node is determined to be an appeal timeout; if a certain accountability node allows supplementary credentials when the appeal fails after preliminary accountability processing, but if the supplementary credentials are received within the preset first time, and the appeal is confirmed to be approved after further accountability processing based on the supplemented credentials, then the accountability sub-result of the accountability node is determined to be an appeal approved.

[0044] In the process of judging and handling according to the judgment plan, the appeal timeout is reflected in the situation that the judgment node needs to supplement the credentials but fails to do so on time. If the credentials are supplemented on time, the corresponding judgment node will re-perform the judgment. Therefore, if a judgment node allows supplementation of credentials when the appeal fails after preliminary judgment, but if the supplemented credentials are not received within the preset first time, the judgment sub-result of the judgment node is determined to be the appeal timeout; if a judgment node allows supplementation of credentials when the appeal fails after preliminary judgment, but if the supplemented credentials are received within the preset first time, and the appeal is confirmed to be approved after further judgment based on the supplemented credentials, the judgment sub-result of the judgment node is determined to be the appeal approved.

[0045] Set up judgment interaction rules and related judgment nodes. Use a state transfer mechanism to determine who should judge the current violation scenario and how to judge it (e.g., which judgment nodes are required for a certain complaint, what are the end conditions for judgment, whether additional evidence can be added during the judgment process, etc.). Apply the judgment strategy to the complaint plan, and you can configure different judgment processes for any violation complaint.

[0046] Figure 2Schematic diagram of the state transition of the accountability node in the violation event complaint handling method provided by the present invention. Figure 2 As shown, after the complaint form is generated, the accountability processing is carried out according to the accountability scheme corresponding to the complaint scheme. Among them, the accountability scheme includes two accountability nodes, namely, accountability node 1 and accountability node 2. According to the flow order of the judgment nodes, judgment node 1 is first used for judgment processing. If the judgment sub-result of judgment node 1 is that the appeal is approved, it will be transferred to judgment node 2 for judgment processing; if the judgment sub-result of judgment node 1 is that the appeal fails (the appeal fails and the voucher cannot be supplemented), the final judgment result is that the appeal fails, and the judgment processing flow of judgment node 2 will not be executed; if the preliminary judgment result of judgment node 1 is that the appeal fails but the voucher can be supplemented, if the supplemented voucher is received within the specified time and the appeal is confirmed to be approved after further judgment processing, the judgment sub-result of judgment node 1 is that the appeal is approved, and it will be transferred to judgment node 2 for judgment processing; if the preliminary judgment result of judgment node 1 is that the appeal fails but the voucher can be supplemented, but if the supplemented voucher is not received within the specified time, it is confirmed that the judgment sub-result of judgment node 1 is that the appeal is timed out, and the final judgment result is that the appeal is timed out, and the judgment processing flow of judgment node 2 will not be executed. Figure 2 “Failed” means that the initial judgment result is that the appeal has not been passed.

[0047] If the judgment sub-result of judgment node 2 is that the appeal is approved, the final judgment result is that the appeal is approved; if the judgment sub-result of judgment node 2 is that the appeal fails (the appeal fails and the certificate cannot be supplemented), the final judgment result is that the appeal fails; if the preliminary judgment result of judgment node 2 is that the appeal fails but the certificate can be supplemented, if the supplementary certificate is received within the specified time and the appeal is confirmed to be approved after further judgment processing, the judgment sub-result of judgment node 2 is that the appeal is approved, and the final judgment result is that the appeal is approved; if the preliminary judgment result of judgment node 2 is that the appeal fails but the certificate can be supplemented, but if the supplementary certificate is not received within the specified time, the judgment sub-result of judgment node 2 is confirmed that the appeal timed out, and the final judgment result is that the appeal timed out.

[0048] The method for handling complaints about violation incidents provided by the present invention determines that the complaint sub-result of the judgment node is timed out if a certain judgment node allows supplementary credentials when the complaint fails after preliminary judgment, but if the supplementary credentials are not received within a preset first time; and that the complaint sub-result of the judgment node is passed if a certain judgment node allows supplementary credentials when the complaint fails after preliminary judgment, but if the supplementary credentials are received within the preset first time and the complaint is confirmed to be passed after further judgment based on the supplemented credentials, the comprehensiveness and reliability of the judgment processing are further improved.

[0049] According to a method for handling complaints about violation incidents provided by the present invention, after generating a penalty notice regarding the violation incident, the method further includes: in response to not receiving a complaint form corresponding to the penalty notice within a preset second time, determining that the final result of the judgment is a failure of the complaint.

[0050] After the penalty notice is generated, a time limit is set for initiating an appeal. If the time limit is exceeded, an appeal can no longer be initiated, and the final result of the judgment is that the appeal failed. Therefore, after the penalty notice for the violation is generated, if the appeal form corresponding to the penalty notice is not received within the preset second time, the final result of the judgment is determined to be a failed appeal.

[0051] The method for handling complaints about violations provided by the present invention determines that the final result of the judgment is that the complaint has failed in response to the complaint form corresponding to the penalty notice form not being received within a preset second time, thereby improving the timeliness of handling complaints about violations.

[0052] According to a method for handling complaints about violation incidents provided by the present invention, the method also includes: after obtaining the sub-result of the judgment of the judgment node, updating the status of the complaint form according to the sub-result of the judgment; after obtaining the final result of the judgment, updating the status of the complaint form according to the final result of the judgment.

[0053] A status description can be set for the complaint form, and after obtaining the judgment sub-result of the judgment node, the status of the complaint form is updated according to the judgment sub-result, such as updating the information of the judgment sub-result to the status description of the complaint form; and after obtaining the final judgment result, the status of the complaint form is updated according to the final judgment result, such as updating the final judgment result to the status description of the complaint form.

[0054] The method for handling complaints about violation incidents provided by the present invention updates the status of the complaint form according to the sub-result of the judgment after obtaining the sub-result of the judgment node, and updates the status of the complaint form according to the final result of the judgment after obtaining the final result of the judgment, which is conducive to recording the progress of the complaint and improving the user experience.

[0055] According to a method for handling complaints about violations provided by the present invention, the method also includes: presenting complaint details in the form of a timeline; wherein the complaint details include the complaint information when the complaint form is generated, the complaint progress, the judgment nodes involved, the judgment sub-results of the judgment nodes, the final judgment results and other preset judgment process details.

[0056] The details of the complaint can be recorded in advance and presented in the form of a timeline. The broker's complaint information, complaint progress, involved judgment nodes, judgment process details, judgment sub-results of each judgment node and the final judgment result can be presented in the form of a timeline. Through data precipitation, data support can be provided for subsequent evaluation of the rationality of the rules and iterative rules.

[0057] The method for handling complaints about violation incidents provided by the present invention presents the complaint details in the form of a timeline. The complaint details include the complaint information when the complaint form is generated, the complaint progress, the judgment nodes involved, the judgment sub-results of the judgment nodes, the information on the final judgment result, and other preset judgment process details, which is conducive to understanding the progress of the complaint and providing data support for iterative rules.

[0058] According to a violation event complaint handling method provided by the present invention, the complaint scheme is provided with multiple matching dimensions for matching the violation event; the obtaining of the complaint scheme matching the violation event includes: on the premise that the number of the matching dimensions used for matching is greater than or equal to the minimum matching number, matching the violation event with the complaint scheme in descending order of the number of the matching dimensions to obtain the complaint scheme matching the violation event; wherein, if the matching is successful according to the matching dimensions with a larger number, matching will no longer be performed according to the matching dimensions with a smaller number.

[0059] The appeal scheme is set with multiple matching dimensions for matching violation events. When obtaining an appeal scheme that matches a violation event, the minimum matching number of matching dimensions for matching is set. On the premise that the number of matching dimensions for matching is greater than or equal to the minimum matching number, the violation event is matched with the appeal scheme in descending order of the number of matching dimensions to obtain an appeal scheme that matches the violation event. If the match is successful based on the matching dimension with a larger number, the match will no longer be performed based on the matching dimension with a smaller number.

[0060] For example, define a project based on the five dimensions of violation, scenario, source of penalty, business type, and scope of application, and configure the appeal rules. The appeal plan can be modified, but it has a version concept. Each defined project generates an appeal plan code and a version number. According to the above definition, the matching dimensions of the appeal plan include violation, scenario, source of penalty, business type, and scope of application, that is, it includes five dimensions. When obtaining an appeal plan that matches the violation event, the appeal plan can be matched in three levels. When the broker issues the violation for the first time, the appeal plan with the finest granularity in the five dimensions is matched first (first-level matching). If no match is found, the appeal plan with the four dimensions is matched (second-level matching), and finally the appeal plan with the three dimensions is matched (third-level matching).

[0061] The violation event complaint handling method provided by the present invention obtains a complaint solution matching the violation event by matching the violation event with the complaint solution in descending order of the number of matching dimensions, under the premise that the number of matching dimensions used for matching is greater than the minimum matching number. If the match is successful based on the matching dimensions with a larger number, the match is no longer performed based on the matching dimensions with a smaller number, thereby improving the accuracy and reliability of the complaint solution matching.

[0062] According to a method for handling complaint handling of violation events provided by the present invention, after obtaining a complaint solution matching the violation event, the method further includes: in response to not obtaining the complaint solution matching the violation event, generating prompt information for configuring the complaint solution corresponding to the violation event.

[0063] If no appeal scheme matching the violation event is obtained, a prompt message for configuring the appeal scheme corresponding to the violation event is generated to remind the operator to configure the corresponding appeal scheme. The system must match the appeal scheme when issuing a violation to the broker. If no match is successful, it needs to be configured, that is, to ensure that each violation has a channel for appeal and a judgment process.

[0064] The violation event complaint handling method provided by the present invention generates prompt information for configuring the complaint solution corresponding to the violation event in response to failure to obtain a complaint solution matching the violation event, thereby improving the reliability of violation event complaint handling.

[0065] According to a method for handling complaints about violation incidents provided by the present invention, after determining the final handling result of the violation incident based on the final result of the judgment and the violation penalty information, the method also includes: closing the complaint form.

[0066] After the final handling result of the violation is determined based on the final result of the judgment and the violation penalty information, the appeal form is processed and can be closed. The penalty can be implemented or revoked based on the final handling result of the violation.

[0067] The method for handling complaints about violation incidents provided by the present invention improves the process of handling complaints about violation incidents by closing the complaint form after determining the final handling result of the violation incident based on the final result of the judgment and the violation penalty information.

[0068] According to a method for handling complaints of violation incidents provided by the present invention, before the scheduling of the corresponding accountability node to perform accountability processing, the method further includes: creating an accountability sheet; wherein the accountability sheet is used to record process information of the accountability processing.

[0069] According to the flow order between at least one judgment node, the corresponding judgment node is sequentially scheduled to perform judgment processing to obtain the final judgment result. Before scheduling the corresponding judgment node to perform judgment processing, a judgment sheet of the judgment node is created; wherein the judgment sheet is used to record the process information of the judgment node performing judgment processing.

[0070] The method for handling complaints of violation events provided by the present invention ensures the recording of information of the accountability process by creating an accountability sheet before the accountability processing is performed at the corresponding accountability node.

[0071] Figure 3 This is the second flow chart of the method for handling complaints of violations provided by the present invention. Figure 3 As shown, the method includes: Obtain broker violation incidents through broker reports, system strategy detection, etc.; Obtaining a complaint plan that matches the violation event; first, perform a 5-dimensional match. If the match is successful, obtain the complaint plan that matches the violation event; if the 5-dimensional match is unsuccessful, perform a 4-dimensional match. If the match is successful, obtain the complaint plan that matches the violation event; if the 4-dimensional match is unsuccessful, perform a 3-dimensional match. If the match is successful, obtain the complaint plan that matches the violation event; If none of them match, it means that no appeal plan matching the violation event has been obtained, and a reminder is given to configure an appeal plan. Among them, configuring an appeal plan requires information related to the violation, materials required for the appeal, etc. If an appeal plan matching the violation is obtained, a penalty notice will be generated; if the broker creates an appeal form by filling in the appeal-related information, the appeal will be processed; In the process of handling the appeal, the corresponding accountability scheme is obtained according to the appeal scheme code, and the accountability process is obtained according to the accountability scheme; wherein the accountability scheme includes at least one accountability node and a flow relationship; According to the flow relationship between the judgment nodes, the next judgment node is obtained, and the information started to be processed by the judgment node can be updated to the status of the complaint form; the judgment form of the judgment node is created for judgment processing; it is determined whether the current judgment node has passed the appeal. If it has passed the appeal, the judgment sub-result is passed. If the current judgment node has not passed the appeal and supplementary vouchers are not allowed, the judgment sub-result is appeal failure; if supplementary vouchers are allowed, it is determined whether the supplementary vouchers are received within the specified time. If the supplementary vouchers are received within the specified time, the appeal is passed after re-judgment based on the supplementary vouchers, and the judgment sub-result is passed. If the supplementary vouchers are not received within the specified time, the judgment sub-result is appeal timeout; the status of the complaint form is updated according to the judgment sub-result; Determine whether to continue the judgment and processing; if the judgment sub-result is a successful appeal, if the current judgment node is not the last judgment node, the process will flow to the next judgment node to continue the judgment and processing; if the current judgment node is the last judgment node, the appeal form will be closed; if the judgment sub-result is a failed appeal or the appeal has timed out, the judgment and processing process will be exited and the appeal form will be closed; After closing the appeal form, the penalty will be implemented or revoked based on the final result of the judgment.

[0072] The method for handling complaints about violations provided by the present invention can achieve the following effects: (1) Realizing a unified platform for complaint, judgment and dispatch can make the platform's punishment of brokers more fair and transparent, and protect the legitimate rights and interests of brokers.

[0073] (2) The automatic accountability scheduling strategy can freely select and execute relevant accountability nodes according to the broker's violation characteristics, forming different accountability processes.

[0074] (3) Data can be recorded in a timeline format to describe the current status of complaints in detail, evaluate the rationality of penalty rules, manage platform penalties, and iterate platform rules.

[0075] The following is a description of the violation event complaint handling device provided by the present invention. The violation event complaint handling device described below and the violation event complaint handling method described above can be referenced to each other.

[0076] Figure 4 Schematic diagram of the structure of the violation event complaint handling device provided by the present invention. Figure 4 As shown, the device includes an appeal scheme acquisition module 10, a penalty notice generation module 20, a judgment and accountability scheme acquisition module 30, a judgment and accountability processing module 40 and a result determination module 50, wherein: the appeal scheme acquisition module 10 is used to: in response to obtaining the information generated by the violation event, obtain an appeal scheme matching the violation event; wherein the appeal scheme includes violation feature information and appeal prompt information; the penalty notice generation module 20 is used to: in response to obtaining the appeal scheme matching the violation event, generate a penalty notice regarding the violation event; wherein the penalty notice includes the violation feature information, the appeal prompt information and violation penalty information; the judgment and accountability scheme acquisition module 30 is used to: in response to receiving an appeal form corresponding to the penalty notice, obtain a judgment and accountability scheme corresponding to the appeal scheme; the judgment and accountability processing module 40 is used to: based on the appeal form and the violation event, perform judgment and accountability processing according to the judgment and accountability scheme to obtain a final judgment and accountability result; the result determination module 50 is used to: determine the final processing result regarding the violation event according to the final judgment and the violation penalty information.

[0077] The violation event complaint handling device provided by the present invention obtains a complaint plan matching the violation event in response to obtaining information generated by the violation event, generates a penalty notice regarding the violation event in response to obtaining the complaint plan matching the violation event, obtains a judgment and liability plan corresponding to the complaint plan in response to receiving a complaint form corresponding to the penalty notice, performs judgment and liability processing according to the judgment and liability plan based on the complaint form and the violation event, obtains a final judgment and liability result, and determines the final processing result regarding the violation event according to the final judgment and liability penalty information, thereby realizing unified complaint and liability scheduling capabilities and overall process management of violations, complaints, judgments and liabilities, and improving user experience.

[0078] Figure 5 An example of a physical structure diagram of an electronic device is shown in FIG. Figure 5 As shown, the electronic device may include: a processor 610, a communication interface 620, a memory 630 and a communication bus 640, wherein the processor 610, the communication interface 620 and the memory 630 communicate with each other through the communication bus 640. The processor 610 may call the logic instructions in the memory 630 to execute the violation event complaint processing method, the method comprising: in response to obtaining the information generated by the violation event, obtaining a complaint scheme matching the violation event; wherein the complaint scheme includes violation feature information and complaint prompt information; in response to obtaining the complaint scheme matching the violation event, generating a penalty notice for the violation event; wherein the penalty notice includes the violation feature information, the complaint prompt information and violation penalty information; in response to receiving the complaint form corresponding to the penalty notice, obtaining a judgment scheme corresponding to the complaint scheme; based on the complaint form and the violation event, performing judgment processing according to the judgment scheme to obtain a final judgment result; and determining the final processing result of the violation event according to the final judgment result and the violation penalty information.

[0079] In addition, the logic instructions in the above-mentioned memory 630 can be implemented in the form of a software functional unit and can be stored in a computer-readable storage medium when it is sold or used as an independent product. Based on such an understanding, the technical solution of the present invention, in essence, or the part that contributes to the prior art or the part of the technical solution, can be embodied in the form of a software product, and the computer software product is stored in a storage medium, including a number of instructions for a computer device (which can be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of the method described in each embodiment of the present invention. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), disk or optical disk, etc. Various media that can store program codes.

[0080] On the other hand, the present invention also provides a computer program product, which includes a computer program. When the computer program is executed by a processor, the computer can execute the violation event complaint processing method provided by the above-mentioned methods, which method includes: in response to obtaining information generated by a violation event, obtaining a complaint plan matching the violation event; wherein the complaint plan includes violation feature information and complaint prompt information; in response to obtaining the complaint plan matching the violation event, generating a penalty notice regarding the violation event; wherein the penalty notice includes the violation feature information, the complaint prompt information and violation penalty information; in response to receiving a complaint form corresponding to the penalty notice, obtaining a judgment plan corresponding to the complaint plan; based on the complaint form and the violation event, performing a judgment process according to the judgment plan to obtain a final judgment result; and determining the final processing result regarding the violation event based on the final judgment result and the violation penalty information.

[0081] On the other hand, the present invention also provides a non-transitory computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, is implemented to execute the violation event complaint handling method provided by the above-mentioned methods, the method comprising: in response to obtaining information generated by a violation event, obtaining a complaint plan matching the violation event; wherein the complaint plan includes violation feature information and complaint prompt information; in response to obtaining the complaint plan matching the violation event, generating a penalty notice regarding the violation event; wherein the penalty notice includes the violation feature information, the complaint prompt information and violation penalty information; in response to receiving a complaint form corresponding to the penalty notice, obtaining a judgment plan corresponding to the complaint plan; based on the complaint form and the violation event, performing a judgment process according to the judgment plan to obtain a final judgment result; and determining a final processing result regarding the violation event based on the final judgment result and the violation penalty information.

[0082] The device embodiments described above are merely illustrative, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Ordinary technicians in this field can understand and implement it without paying creative labor.

[0083] Through the description of the above implementation methods, those skilled in the art can clearly understand that each implementation method can be implemented by means of software plus a necessary general hardware platform, and of course, can also be implemented by hardware. Based on this understanding, the above technical solution is essentially or the part that contributes to the prior art can be embodied in the form of a software product, and the computer software product can be stored in a computer-readable storage medium, such as ROM / RAM, a disk, an optical disk, etc., including a number of instructions for a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in each embodiment or some parts of the embodiments.

[0084] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit it. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the aforementioned embodiments, or make equivalent replacements for some of the technical features therein. However, these modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

1. A method for handling complaints of violations, characterized in that: include: In response to obtaining information about the violation event, obtaining a complaint plan that matches the violation event; wherein the complaint plan includes violation feature information and complaint prompt information; In response to obtaining the appeal plan that matches the violation event, generating a penalty notice regarding the violation event; wherein the penalty notice includes the violation feature information, the appeal prompt information, and the violation penalty information; In response to receiving an appeal form corresponding to the penalty notice form, obtaining a punishment scheme corresponding to the appeal scheme; Based on the complaint form and the violation, a judgment is made according to the judgment scheme to obtain a final judgment result; The final handling result of the violation incident is determined based on the final result of the judgment and the violation penalty information.

2. The method for handling complaints of violation incidents according to claim 1 is characterized in that: The accountability scheme includes at least one accountability node and a flow order between the at least one accountability node; The accountability processing is performed according to the accountability scheme to obtain the final accountability result, including: According to the flow order between the at least one judgment node, the corresponding judgment nodes are sequentially scheduled to perform judgment processing to obtain the final judgment result; wherein: If the judgment sub-result of a certain judgment node is that the appeal is approved, then proceed to the next judgment node for judgment processing; If the judgment sub-result of a certain judgment node is appeal failure, the final judgment result is determined to be appeal failure, and the processing flow of judgment processing according to the judgment scheme is exited; If the judgment sub-result of a certain judgment node is appeal timeout, the final judgment result is determined to be appeal timeout, and the processing flow of judgment processing according to the judgment scheme is exited; If the judgment sub-results of all the judgment nodes are successful appeals, the final judgment result is determined to be successful appeals, and the processing flow of performing judgment processing according to the judgment scheme is exited.

3. The method for handling complaints of violation incidents according to claim 2 is characterized in that: The method further comprises: If a certain judgment node allows supplementary credentials when the appeal is confirmed to have failed after the initial judgment processing, but if the supplementary credentials are not received within the preset first time, the judgment sub-result of the judgment node is determined to be appeal timeout; If a certain accountability node allows supplementary credentials when the appeal fails after the initial accountability processing, but if the supplementary credentials are received within the preset first time and the appeal is confirmed to be approved after further accountability processing based on the supplementary credentials, then the accountability sub-result of the accountability node is determined to be that the appeal is approved.

4. The method for handling complaints of violation incidents according to claim 2 is characterized in that: After generating a penalty notice regarding the violation, the method further includes: In response to not receiving an appeal form corresponding to the penalty notice form within the preset second time, the final result of the judgment is determined to be a failure of the appeal.

5. The method for handling complaints of violation incidents according to claim 2 is characterized in that: The method further comprises: After obtaining the judgment sub-result of the judgment node, updating the status of the complaint form according to the judgment sub-result; After obtaining the final result of the judgment, the status of the complaint form is updated according to the final result of the judgment.

6. The method for handling complaints of violation incidents according to claim 2 is characterized in that: The method further comprises: The complaint details are presented in a timeline format; wherein the complaint details include the complaint information when the complaint form was generated, the complaint progress, the judgment nodes involved, the judgment sub-results of the judgment nodes, the final judgment results and other preset judgment process details.

7. The method for handling complaints of violation incidents according to claim 1, characterized in that: The appeal scheme is provided with a plurality of matching dimensions for matching the violation event; and obtaining the appeal scheme matching the violation event includes: On the premise that the number of the matching dimensions used for matching is greater than or equal to the minimum matching number, matching the violation event with the appeal scheme in descending order of the number of the matching dimensions to obtain the appeal scheme matching the violation event; If the matching is successful according to the larger number of matching dimensions, matching will no longer be performed according to the smaller number of matching dimensions.

8. An electronic device comprising a memory, a processor, and a computer program stored in the memory and running on the processor, characterized in that: When the processor executes the computer program, the method for handling complaints of violation incidents as described in any one of claims 1 to 7 is implemented.

9. A non-transitory computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the method for handling complaints of violation incidents as described in any one of claims 1 to 7 is implemented.

10. A computer program product, comprising a computer program, characterized in that When the computer program is executed by a processor, the method for handling complaints of violation incidents as described in any one of claims 1 to 7 is implemented.

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