{
  "brand": "OUACC Account",
  "page": "https://ouacc.cc/support-ticket",
  "page_title": "OUACC 客服工单与争议处理中心",
  "generated_at": "2026-06-11T06:38:45.770387+00:00",
  "support_ticket_center_enabled": true,
  "official_support_enabled": false,
  "ticket_submission_enabled": false,
  "ticket_sla_enabled": false,
  "dispute_resolution_enabled": false,
  "refund_request_enabled": false,
  "replacement_request_enabled": false,
  "private_support_allowed": false,
  "manual_refund_allowed": false,
  "counts": {
    "users": 0,
    "orders": 0,
    "payments": 0,
    "fulfillments": 0,
    "refund_records": 0,
    "notification_logs": 0,
    "telegram_broadcasts": 0,
    "payment_channels": 0
  },
  "ticket_types": [
    {
      "name": "订单未收到",
      "status": "pending",
      "evidence": "订单号、支付流水、查单截图、下单时间。"
    },
    {
      "name": "交付字段缺失",
      "status": "pending",
      "evidence": "订单号、交付内容截图、缺失字段说明。"
    },
    {
      "name": "首次登录失败",
      "status": "pending",
      "evidence": "完整错误提示、设备/IP、登录时间线、录屏或截图。"
    },
    {
      "name": "平台风控/冻结",
      "status": "manual-review",
      "evidence": "平台提示、操作时间线、是否改密/改绑/批量登录。"
    },
    {
      "name": "退款/补发申请",
      "status": "manual-review",
      "evidence": "订单号、验收凭证、售后规则引用、申请原因。"
    },
    {
      "name": "批发/代理异常",
      "status": "pending",
      "evidence": "批次号、SKU、交付清单、抽检记录。"
    }
  ],
  "workflow": [
    "提交站内订单号或批次号",
    "选择问题类型并上传必要凭证",
    "系统校验订单、支付、库存和发货记录是否存在",
    "进入人工复核或自动关闭无效请求",
    "按 /warranty 和 /after-sales 判断补发、退款、说明或不受理",
    "生成处理结论并沉淀到售后凭证"
  ],
  "response_matrix": [
    {
      "level": "P0",
      "scope": "支付成功但未发货",
      "state": "未开放",
      "note": "支付渠道和真实订单为 0，暂不承诺响应 SLA。"
    },
    {
      "level": "P1",
      "scope": "首次登录失败",
      "state": "未开放",
      "note": "需真实订单和验收凭证后才进入处理。"
    },
    {
      "level": "P2",
      "scope": "字段缺失/格式错误",
      "state": "未开放",
      "note": "需库存导入和发货记录后才可核对。"
    },
    {
      "level": "P3",
      "scope": "售前咨询/批发询价",
      "state": "待开通",
      "note": "官方客服入口公布前不接受私下报价。"
    }
  ],
  "aliases": {
    "/ticket": "/support-ticket",
    "/tickets": "/support-ticket",
    "/dispute": "/support-ticket",
    "/disputes": "/support-ticket",
    "/claim": "/support-ticket",
    "/claims": "/support-ticket",
    "/support-flow": "/support-ticket",
    "/service-ticket": "/support-ticket",
    "/resolution-center": "/support-ticket",
    "/case-status": "/support-ticket"
  },
  "operator_notice": "官方客服入口、站内工单和响应 SLA 均未开放。不要通过私聊、个人钱包或非站内链接处理交易争议。"
}