1）邮件 / 工单支持1) Email / Ticket support
标准问题入口，用于运输、账单、集成、账户与权限问题的分流与记录。Primary intake for shipment, billing, integration, and account/access issues with traceable records.
支持Support
企业级支持体系：工单优先、可升级、可追踪Enterprise support workflows with clear triage and escalation
面向美国企业场景，我们采用邮件与工单为主通道，并提供紧急问题升级路径；微信仅作为中国团队的可选补充渠道。For U.S. B2B operations, Email/Ticket is the primary channel, with escalation for urgent incidents. WeChat remains optional for China-based teams.
2）升级处理路径2) Escalation path
履约中断、对账阻塞、关键接口异常等高优先级问题可按流程升级处理。Urgent fulfillment, billing blockers, or critical integration incidents can be escalated through a defined path.
3）可选微信协同3) Optional WeChat support
针对中国本地协作团队，可在主工单流之外补充微信同步沟通。Optional WeChat updates can be added for China-based teams alongside the main ticket flow.
支持范围Support scope
- 运输问题：下单、标签、轨迹、异常件处理shipment: order creation, labels, tracking, and delivery exceptions
- 账单问题：费用项核对、账单导出、退款冲销billing: charge review, billing exports, and reversals
- 集成问题：接口接入、字段映射、回调事件排查integration: API onboarding, mapping, and webhook troubleshooting
- 账户与权限：角色权限、凭证管理、登录访问account/access: role controls, credential lifecycle, and login access
响应流程Response workflow
- 提交后先自动分类并分配责任团队。Requests are triaged and assigned by issue type.
- 处理中会持续同步状态，关键节点同步下一步动作。Status updates are shared as the case progresses.
- 若影响出单/结算闭环，可触发升级路径并跨团队联动。Escalation can be triggered for workflow-critical incidents.
联系支持前建议准备What to prepare before contacting support
- 相关运单编码或订单编号Related shipment_code / order_id
- 问题发生时间、环境与截图日志Issue time, environment, screenshots, and logs
- 预期结果与当前结果差异说明Expected result vs actual result
升级路径Escalation paths
- 运输问题：大规模履约受阻时升级运营值班shipment: escalate to operations response lead for broad fulfillment impact
- 账单问题：月结阻塞时升级财务对账协同billing: escalate to reconciliation coordination for close-cycle blockers
- 集成问题：生产故障时升级技术支持专线integration: escalate to integration specialist for production incidents
支持联系表单Support contact form
如果你还没有接入工单系统，可通过此表单提交问题，我们会按问题类型分流。If you do not have ticket system access yet, use this form for issue intake and triage.
需要帮助？Need support now?
优先使用“联系支持”或“提交工单”作为主路径；微信仅作为中国团队补充沟通渠道。Use Contact Support or Open Ticket as your primary path; WeChat is optional for China-based collaboration.