CN112561535A

CN112561535A - Transaction dispute data processing method, device, equipment and storage medium

Info

Publication number: CN112561535A
Application number: CN202011422088.8A
Authority: CN
Inventors: 郁文竹
Original assignee: Alipay Hangzhou Information Technology Co Ltd
Current assignee: Alipay Hangzhou Information Technology Co Ltd
Priority date: 2020-12-08
Filing date: 2020-12-08
Publication date: 2021-03-26

Abstract

The present specification provides a transaction dispute data processing method, apparatus, device, and storage medium, which determine a type of a complaint user by analyzing the complaint user, and then determine a type of a complaint transaction by analyzing complaint information, thereby implementing classification of the complaint user and classification of transaction information. And then, by combining the determined complaint user types and the determined complaint transaction types, a suitable entry for the complaint of the dispute is recommended for the user, so that the automatic recommendation of the entry for the complaint is realized. And the corresponding dispute resolution process can be accurately obtained through the recommended dispute complaint inlet, the problem of the user can be rapidly solved, the user does not need to fill excessive content, the problem that the user repeatedly submits the transaction dispute complaint content due to the fact that the provided solution is not appropriate is avoided, the solution is continuously switched, and the processing efficiency of the transaction dispute is improved. And the personalized recommendation of the entry of the transaction dispute complaints is realized, multiple persons and multiple faces of the transaction dispute complaints are realized, and the flow of the dispute complaints is simplified.

Description

Transaction dispute data processing method, device, equipment and storage medium

Technical Field

The present specification belongs to the field of computer technologies, and in particular, to a transaction dispute data processing method, apparatus, device, and storage medium.

Background

With the development of computer technology, online transactions become more and more popular, and the increase of business volume brings more transaction disputes. Generally, a user can report a transaction dispute through the form of a telephone call or a form filling, but with the increase of transaction types, the types of problems encountered by the user also increase, the user cannot accurately determine the types of the transaction dispute, and the user may need to submit materials for many times, which leads to a complicated flow and affects the efficiency of transaction dispute processing.

Disclosure of Invention

Embodiments of the present description aim to provide a transaction dispute data processing method, apparatus, device, and storage medium, which improve accuracy and efficiency of transaction dispute data processing.

In one aspect, an embodiment of the present specification provides a transaction dispute data processing method, where the method includes:

receiving a transaction dispute processing request, wherein the transaction dispute processing request comprises: complaint user information and transaction information;

determining the type of the complaint user of the transaction dispute handling request according to the complaint user information;

determining a complaint transaction type of the transaction dispute handling request according to the transaction information;

and determining a dispute complaint entrance corresponding to the transaction dispute handling request based on the complaint user type and the complaint transaction type.

In another aspect, the present specification provides a transaction dispute data processing apparatus, including:

a request receiving module, configured to receive a transaction dispute processing request, where the transaction dispute processing request includes: complaint user information and transaction information;

the user layering module is used for determining the type of the complaint user of the transaction dispute handling request according to the complaint user information;

the transaction layering module is used for determining the complaint transaction type of the transaction dispute processing request according to the transaction information;

and the complaint entry determining module is used for determining a dispute complaint entry corresponding to the transaction dispute handling request based on the complaint user type and the complaint transaction type.

In another aspect, an embodiment of the present specification provides a transaction dispute data processing apparatus, including at least one processor and a memory for storing processor-executable instructions, where the processor executes the instructions to implement the transaction dispute data processing method.

In yet another aspect, the present specification provides a computer-readable storage medium, on which computer instructions are stored, and when executed, the instructions implement the transaction dispute data processing method.

The transaction dispute data processing method, device, equipment and storage medium provided by the present specification determine the type of a complaint user by analyzing the complaint user, and then determine the type of a complaint transaction by analyzing the complaint information, thereby realizing classification of the complaint user and classification of the transaction information. And then, by combining the determined complaint user types and the determined complaint transaction types, a suitable entry for the complaint of the dispute is recommended for the user, so that the automatic recommendation of the entry for the complaint is realized. And the user can accurately obtain the corresponding dispute resolution process through the recommended dispute complaint entry, the problem of the user can be quickly solved, the user does not need to fill too much content, the problem that the user repeatedly submits the transaction dispute complaint content and continuously switches the resolution scheme due to the fact that the provided resolution scheme is not appropriate is avoided, the dispute complaint entry recommended by the embodiment of the specification can obtain the accurate resolution scheme at one time, and the processing efficiency of the transaction dispute is improved. And the personalized recommendation of the entry of the transaction dispute complaints is realized, multiple persons and multiple faces of the transaction dispute complaints are realized, and the flow of the dispute complaints is simplified.

Drawings

In order to more clearly illustrate the embodiments of the present specification or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only some embodiments described in the present specification, and for those skilled in the art, other drawings can be obtained according to the drawings without any creative effort.

Fig. 1 is a schematic flow chart of an embodiment of a transaction dispute data processing method provided in an embodiment of the present specification;

FIG. 2 is a schematic flow diagram illustrating dispute entry recommendation in some embodiments of the present disclosure;

FIG. 3 is a flow diagram illustrating intelligent interaction dispute processing in some embodiments of the present disclosure;

FIG. 4 is a schematic pipe rack diagram of a transaction dispute process in some embodiments of the present description;

FIG. 5 is a block diagram of an embodiment of a transaction dispute data processing apparatus provided in the present specification;

fig. 6 is a block diagram of a hardware configuration of a transaction dispute data processing server in one embodiment of the present specification.

Detailed Description

In order to make those skilled in the art better understand the technical solutions in the present specification, the technical solutions in the embodiments of the present specification will be clearly and completely described below with reference to the drawings in the embodiments of the present specification, and it is obvious that the described embodiments are only a part of the embodiments of the present specification, and not all of the embodiments. All other embodiments obtained by a person skilled in the art based on the embodiments in the present specification without any inventive step should fall within the scope of protection of the present specification.

Generally, if one party encounters a problem during a transaction, the problem can be resolved by complaining to request a third party intervention. For online transaction, a user can appeal the problems encountered by the user in a transaction platform by submitting a complaint form or contacting customer service of the transaction platform so as to request help to solve transaction disputes. The transaction platform generally provides a corresponding dispute solution for the user according to the type of the complaint transaction submitted by the user, but the type of the complaint transaction determined by the user may be inaccurate, so that the provided solution is unreasonable or inaccurate, the problem of the user cannot be solved, the user needs to submit the complaint request repeatedly, and the solution efficiency of the transaction dispute is affected. The transaction dispute in the embodiment of the present specification may be understood as a problem that cannot be solved by the user himself/herself in the transaction process, and the specific type of the transaction dispute may include: unreasonable deduction, slow delivery, no contra-edition of goods, no contact between merchants, fraudulent transactions and the like, and the type of specific transaction disputes is not particularly limited in the embodiments of this specification.

Fig. 1 is a schematic flow diagram of an embodiment of a transaction dispute data processing method provided in an embodiment of the present specification. Although the present specification provides the method steps or apparatus structures as shown in the following examples or figures, more or less steps or modules may be included in the method or apparatus structures based on conventional or non-inventive efforts. In the case of steps or structures which do not logically have the necessary cause and effect relationship, the execution order of the steps or the block structure of the apparatus is not limited to the execution order or the block structure shown in the embodiments or the drawings of the present specification. When the described method or module structure is applied to a device, a server or an end product in practice, the method or module structure according to the embodiment or the figures may be executed sequentially or in parallel (for example, in a parallel processor or multi-thread processing environment, or even in an implementation environment including distributed processing and server clustering).

In a specific embodiment of the transaction dispute data processing method provided in this specification, as shown in fig. 1, the method may be applied to a transaction platform or a transaction dispute processing system in the transaction platform, and specifically may be a computer, a tablet computer, a server, a smart phone, and other terminals, and the method may include the following steps:

102, receiving a transaction dispute processing request, wherein the transaction dispute processing request comprises: complaint user information and transaction information.

In a specific implementation process, if the user encounters a problem in the transaction process and cannot contact the merchant or negotiate with the merchant to be solved, a transaction dispute processing request can be submitted to the transaction platform, that is, the transaction platform is requested to assist in solving the transaction dispute problem. Generally, the transaction dispute processing request may include information of the complaint user and transaction information of the related transaction, and may also include simple information related to disputes, such as information of the complaint user. The complaint user information may include: user name, age, occupation, historical trading credit records, historical complaint records, and the like, associated with the complaint user. The transaction information may include information related to transactions involved in the current transaction dispute such as: transaction amount, transaction commodity type, transaction time, device information of both parties to the transaction, etc.

And step 104, determining the type of the complaint user of the transaction dispute handling request according to the complaint user information.

In a specific implementation process, after receiving the transaction dispute processing request, the method may classify the complaint users according to the complaint user information in the transaction dispute processing request, and determine the type of the complaint users corresponding to the complaint users. Such as: whether the complaint user is a malicious complaint user can be determined from historical transaction credit records, historical complaint records, and the like in the complaint user information. The classification of the complaint user types can be determined according to actual needs, such as: the method can be divided into malicious complaint users, general complaint users, high-quality complaint users, and the like, and the embodiments of the present specification are not particularly limited.

In some embodiments of the present specification, the determining, according to the complaint user information, the type of the complaint user of the transaction dispute processing request includes:

according to the complaint user information, user portrayal depicting is carried out on the complaint user of the transaction dispute processing request, and the user portrayal of the complaint user is determined;

and determining the type of the complaint user according to the user portrait of the complaint user.

In a specific implementation process, a user portrait of a complaint user can be obtained by depicting the user portrait of the complaint user according to the complaint user information, the user portrait can be understood as a user portrait obtained by abstracting a real user by utilizing big data analysis, and the user portrait in the embodiment of the specification can represent the behavior characteristics of the complaint user. The user portrait depicting method can adopt an intelligent learning algorithm, and the user portrait can be depicted based on personal information and historical behavior information of a complaint user, and the embodiment of the specification is not particularly limited. After determining the user representation of the complaining user, a complaining user type of the complaining user may be determined based on the user representation. Such as: the user portrait can show whether the complaint user belongs to a deceptive crowd, a pronouncing crowd or a malicious complaint crowd, and the complaint user can be determined to be a high-quality complaint user, a malicious complaint user or a common complaint user based on the user portrait, so that the type of the complaint user can be determined. The complaint risk of the complaint user can be accurately and quickly determined by drawing the customer portraits of the complaint user, and a data base is laid for the recommendation of subsequent complaint entries.

And 106, determining the type of the complaint transaction of the transaction dispute handling request according to the transaction information.

In a specific implementation process, after receiving the transaction dispute processing request, the transaction information in the transaction dispute processing request may be as follows: and determining the complaint transaction type of the current transaction dispute processing request by the transaction amount, the transaction commodity type, the transaction time, the equipment information of both parties of the transaction and the like. The complaint transaction types can be divided according to the specific data of the actual transaction disputes, such as: fraud complaints, general dispute complaints, prohibited sale complaints, transaction forgetting complaints, and the like may be included, and the classification of the types of complaint transactions in the embodiments of the present specification is not particularly limited. When the type of the complaint transaction is determined based on the transaction information, a model can be trained by using the historical transaction information and the finally determined type of the complaint transaction to construct a classification model of the type of the complaint transaction, and the type of the complaint transaction of the transaction dispute processing request received at present is determined based on the constructed intelligent learning model. Of course, the type of complaint transaction can also be determined by using expert policy, and the embodiment of the present specification is not particularly limited.

In some embodiments of this specification, the transaction information includes transaction attributes and information of a complaint user, and the determining, according to the transaction information, a type of a complaint transaction of the transaction dispute processing request includes:

performing risk identification on the complained user of the transaction dispute handling request according to the complained user information, and determining the risk information of the complained user;

and determining the type of the complaint transaction according to the transaction attribute and the risk information of the complaint user.

In a specific implementation process, the transaction information may include transaction attributes such as: the service type, transaction time, transaction amount, commodity name, etc., and the transaction information may also include the information of the complaint user, such as: maturity of the complained user, historical risk, historical complained records, and the like. Risk identification can be carried out on the complained user based on the information of the complained user in the transaction information, the risk information of the complained user is determined, the risk information can be understood as the possibility of risk of the complained user and the corresponding risk category, and then the type of the complained transaction corresponding to the current transaction dispute processing request is determined based on the transaction attribute and the risk information of the complained user. A complaint transaction type may be understood as a classification of transactions that are likely to be complaint, such as: may include fraud classes, contraband classes, general disputes classes.

Risk identification is carried out on the complained user, risk information of the complained user is determined, classification of transactions is achieved by combining transaction attributes, and then the current possible complaining transaction type is determined, and a data base is laid for follow-up recommendation of dispute entries.

And step 108, determining a dispute complaint entrance corresponding to the transaction dispute handling request based on the complaint user type and the complaint transaction type.

In a specific implementation process, after the type of the complaint user and the type of the complaint transaction are determined, a dispute complaint entry corresponding to the current transaction dispute handling request can be determined by using an intelligent learning classification algorithm in combination with the type of the complaint user and the type of the complaint transaction, and different dispute handling flows correspond to different dispute complaint entries. For example: the historical data can be used for training an intelligent learning model in advance, and then the trained model, the determined type of the complaint user and the determined type of the complaint transaction are used for determining the current entry of the dispute complaint. Or determining a mapping relation between the dispute complaint entry and the types of the complaint users and the types of the complaint transactions according to expert strategies and expert experiences, and determining the dispute complaint entry corresponding to the current transaction dispute handling request based on the determined mapping relation. After the dispute complaint entry is determined, the complaint user can click the recommended dispute complaint entry to enter the corresponding dispute processing flow, and submit the corresponding complaint information according to the content prompted by the flow to obtain the corresponding solution.

In the transaction dispute data processing method provided in the embodiment of the present specification, the type of the complaint user is determined by analyzing the complaint user, and then the type of the complaint transaction is determined by analyzing the complaint information, so that classification of the complaint user and classification of the transaction information are achieved. And then, by combining the determined complaint user types and the determined complaint transaction types, a suitable entry for the complaint of the dispute is recommended for the user, so that the automatic recommendation of the entry for the complaint is realized. And the user can accurately obtain the corresponding dispute resolution process through the recommended dispute complaint entry, the problem of the user can be quickly solved, the user does not need to fill too much content, the problem that the user repeatedly submits the transaction dispute complaint content and continuously switches the resolution scheme due to the fact that the provided resolution scheme is not appropriate is avoided, the dispute complaint entry recommended by the embodiment of the specification can obtain the accurate resolution scheme at one time, and the processing efficiency of the transaction dispute is improved. And the personalized recommendation of the entry of the transaction dispute complaints is realized, multiple persons and multiple faces of the transaction dispute complaints are realized, and the flow of the dispute complaints is simplified.

On the basis of the foregoing embodiments, in some embodiments of the present specification, after receiving the transaction dispute processing request, the method further includes:

and inquiring whether a complaint record exists in a transaction dispute record according to the transaction dispute processing request, and if so, acquiring complaint detail information corresponding to the transaction dispute processing request.

In a specific implementation process, after receiving the transaction dispute processing request, it may be first queried in the transaction dispute record whether a complaint record of the transaction corresponding to the transaction dispute processing request exists, that is, whether a complaint user has previously submitted the transaction dispute processing request for the transaction. If the complaint record of the transaction dispute processing request is found, the complaint detail information and the processing progress corresponding to the transaction dispute processing request can be directly obtained, and the transaction dispute is processed continuously based on the obtained complaint detail information and the processing progress.

In the embodiment of the description, after a transaction dispute processing request is received, whether a complaint record already exists is firstly queried, and if yes, complaint detail information and processing progress are directly obtained, so that a user does not need to submit the complaint information again, dispute processing is directly continued based on the last complaint content, or related personnel are prompted to process as soon as possible based on the processing progress, a processing program of the transaction dispute is simplified, and the processing efficiency of the transaction dispute is improved.

Fig. 2 is a schematic flow diagram of dispute entry recommendation in some embodiments of this specification, as shown in fig. 2, after the user clicks the transaction dispute processing request, the user may first select a corresponding transaction, and the transaction platform may first determine whether the transaction may be complained, for example: complaints cannot be made for unpaid transactions, and a description of the reason for the complaint cannot be presented to the user for complaint-unable transactions. If the complaint is determined to be possible, whether the complaint record exists in the transaction can be inquired in the complaint record, if so, the complaint record can be directly jumped to the complaint details corresponding to the complaint record, so that the user can inquire the corresponding complaint processing progress and the processing result. If the transaction has no complaint record, the complaint users can be subjected to crowd layering by using a layering strategy model to determine the types of the complaint users, then the transaction layering is performed on the related transactions to determine the types of the complaint transactions, and the recommendation of a dispute complaint entrance of the current transaction dispute complaint is realized by combining a crowd layering result and a transaction layering result. As shown in fig. 2, some examples of the scenarios in this specification may be divided into a miscomplaint malicious complaint entry, a fraud prohibition complaint entry, and a general dispute complaint entry, where a user may be guided to confirm a complaint for a miscomplaint malicious complaint, a dispute mediation procedure may be performed for a general dispute complaint, and a reporting procedure may be performed for a fraud prohibition complaint.

On the basis of the foregoing embodiments, in some embodiments of the present specification, after determining a dispute complaint entry corresponding to the transaction dispute processing request, the method further includes:

receiving complaint information submitted by a complaint user corresponding to the transaction dispute processing request through the dispute complaint entrance;

extracting elements of the complaint information to obtain complaint elements;

determining the complaint intention of the complaint user according to the complaint element;

and determining a mediation process corresponding to the transaction dispute handling request based on the complaint intention.

In a specific implementation process, in some embodiments of the present specification, the dispute complaint entry is a rough classification of the transaction dispute, and after the dispute complaint entry is determined, the user may prompt the user to submit the complaint information after clicking the dispute complaint entry to enter the corresponding dispute processing flow. After receiving the complaint information submitted by the complaint user through the dispute complaint entrance, the complaint information can be processed as follows: the complaint information can be subjected to element extraction to obtain complaint elements. The complaint elements can be understood as key information capable of representing user requirements, the complaint information submitted by a user can be matched with an element database to determine corresponding complaint elements, or element extraction is performed on the complaint information by using an intelligent learning model, and the embodiment of the specification is not particularly limited. And determining the complaint intention of the complaint user based on the obtained complaint elements, giving a corresponding mediation flow based on the complaint intention, and mediating the complaint request of the user.

For example: the complaint user fills a description that the written certificate photo is paid all the time, namely, the photo is not stored, the order is not found, the photo is taken after the complaint user changes the mobile phone to log in, the photo is stored, the photo is not stored for the first time, the complaint user makes a mistake for one time or has no way, only the mobile phone is changed, the mobile phone can be changed, the photo is not received in the first two times, the electronic photo is not available at all, the complaint information submitted by the user can be subjected to element extraction by using an element model, and the extraction of the complaint elements is as follows: the method comprises the steps of 'paying', not finding an order ', not receiving a photo', determining that the complaint intention is not paying and delivering goods based on extracted complaint elements, basically refunding or prompting delivering goods for historically paying and delivering goods, and matching the reconciliation flow of refunding or prompting delivering goods for a user based on the complaint intention.

In the embodiment of the specification, element extraction is performed on the complaint information submitted by the complaint user through the dispute complaint entrance, then the complaint information is determined based on the extracted complaint elements, the complaint intention of the user is determined based on the complaint elements, further the problem to be solved by the user is accurately determined, an accurate mediation process is provided for the user, and automatic and accurate matching of the transaction dispute mediation process is realized.

On the basis of the above embodiment, the determining the complaint intention of the complaint user according to the complaint element includes:

and according to the complaint elements, performing multiple rounds of intention confirmation interaction with the complaint users by using an intelligent human-computer interaction model, and determining the complaint intentions according to the interaction contents.

In a specific implementation process, the description of the complaint information submitted by the complaint user may be incomplete, and the extracted complaint elements are few, so that the complaint intention of the user cannot be accurately determined, for example: the determined complaint intention is plural or no complaint intention is determined. At this time, multiple rounds of intention confirmation interaction can be performed with the complaint user by using an intelligent human-computer interaction model such as a human-computer interaction robot, and the complaint intention of the complaint user can be determined based on the content of the interaction. For example: in the above example, it can be determined that the complaint intention is not to pay for shipment and the complaint of historically paying for non-shipment is basically refund or urging for shipment based on the extracted complaint elements, but it still cannot be accurately determined whether the complaint of the user needs refund or urging for shipment. At this time, in the first round of intelligent interaction, it may be output that "you question is received, ask for a request for a refund from a merchant or urging the merchant to deliver goods", at this time, a complaint intention of a complaint user is accurately determined according to an answer of the user, and then the questions are classified and circulated to a service center, and a user progress management page is pushed.

In addition, after element extraction, if the extracted complaint elements are not complete, the complaint users can be interacted with the complaint users through the intelligent human-computer interaction model, and the complaint users are guided to supplement complaint information, so that element completion is realized. For example: if the complaint intention cannot be determined based on the complaint elements, the complaint elements can be considered to be incomplete, and the complaint users can be guided to supplement the complaint information by interacting with the complaint users through the intelligent human-computer interaction model.

In the embodiment of the specification, the intelligent AI (intellectual intelligence) algorithm is introduced to carry out brain simulation, so that robot reading, analysis and judgment are realized in the complaint process, multiple rounds of interaction are output based on extracted complaint elements, the accuracy of complaint intention determination of a user is improved, and accurate and appropriate dispute mediation flow can be provided for the user.

On the basis of the foregoing embodiment, if the complaint intention relates to a complaint user corresponding to the transaction dispute processing request, the determining, based on the complaint intention, a mediation process corresponding to the transaction dispute processing request includes:

sending the complaint information and the complaint intention to the complaint user, and guiding the complaint user and the complaint user to carry out two-party mediation;

and receiving the mediation results of the two parties mediation respectively fed back by the complained user and the complained user, and determining whether the mediation process corresponding to the transaction dispute processing request is finished or not according to the mediation results.

In a specific implementation process, after the complaint intention of the complaint user is determined, whether the complaint intention of the user needs to be operated by the complaint user can be judged, and if the complaint intention needs to be operated by the complaint user, the determined complaint intention and the complaint information submitted by the complaint user can be sent to the complaint user, so that the complaint user and the complaint user are guided to carry out two-party mediation. Meanwhile, the mediation results fed back by the complaining user and the complained user respectively can be received, and whether the two parties are satisfied with the current transaction dispute mediation and whether the mediation process of the transaction dispute processing request is finished can be determined based on the mediation results fed back by the complaining user and the complained user.

In some embodiments of the present description, the method further comprises:

if the mediation process corresponding to the transaction dispute handling request is determined not to be finished according to the mediation result, determining that mediation by two parties fails, sending the complaint information and the complaint intention to a transaction platform, and mediating by the transaction platform by three parties;

and if the three-party mediation fails, providing corresponding consultation service according to the requests of the complaining user and the complained user.

In a specific implementation process, if the mediation result fed back by one of the complaining user and the complained user is unsatisfactory, it may be determined that the mediation process of the current transaction dispute processing request is not ended, and the mediation by the other party fails. The complaint information and the complaint intention can be sent to the trading platform, the trading platform is accessed to carry out three-party mediation, if the three-party mediation fails, corresponding consultation services can be provided according to the requests of the complaint users and the complaint users, such as: the legal consultation service can assist the lawyers of the relevant professions recommended by the complaining users and the complained users to mediate transaction disputes and carry out four-way mediation.

Of course, if the complaint information provided by the complaint user shows that the complaint information is already reconciled with the complaint user, but the reconciliation fails, the reconciliation can also be mediated by the transaction platform directly to three parties.

In some embodiments of the present description, the method further comprises:

and when the complained user and the complaining user are guided to carry out two-party mediation, monitoring the processing progress of the two-party mediation, and if the complaining information is not processed within a specified time, punishing the complained user.

In a specific implementation process, when a complaint user and a complaint user are guided to perform two-party mediation, the progress of the two-party mediation, that is, the processing speed, can be supervised, and if the complaint user does not process complaint information submitted by the complaint user within a specified time, the complaint user can be punished, for example: and deducting the credit value of the punished user, or performing transaction right limitation on the punished user, and the like.

In some embodiments of the present description, the method further comprises:

after the fact that the complaint information is not processed within the specified time is determined, complaint records corresponding to the complaint users are obtained, if the complaint records received by the complaint users within the preset time range are larger than the preset number, overtime processing reminding information is sent to a trading platform, and the trading platform carries out trading punishment on the complaint users.

In a specific implementation process, if the complaint information submitted by the complaint user is not processed by the complaint user within a specified time, the complaint record of the complaint user can be obtained, if the complaint record received by the complaint user within a preset time range is greater than a preset number, the complaint user can be considered to have a higher risk, and poor operation or malicious operation may exist, and an overtime processing reminding message can be sent to the trading platform, so that the trading platform can perform trading punishment on the complaint user in time, such as: mechanisms for making relevant penalties for the complained user can be established, such as deductions, etc., and when the deduction exceeds a certain threshold, the complained user can be subjected to limited transactions, etc., such as: the trade goods of the complained users can be off-shelf or hidden to avoid similar problems encountered by other users. After the complaint recording process of the complaint user is completed, the authority of the complaint user can be restored.

In addition, in some embodiments of the present specification, if the complaint intention of the complaint user does not relate to the complaint user, a processing flow of the self-help mediation scheme may be provided for the complaint user. Such as: identifying the complaint of the user as a substitute buckle problem, wherein the complaint intention is to remove the substitute buckle; then, a discount release operation step may be provided for the complaining user and the user may be guided to the operation page through the link. If the user is identified to be unsatisfactory to the service attitude and the service quality of the merchant and has no appeal to other users, the intelligent interaction model can play a role of a mediator to guide and relieve the emotion of the user.

Fig. 3 is a schematic diagram of an intelligent interactive dispute handling process in some embodiments of this specification, and as shown in fig. 3, after a complaint user is guided to enter a corresponding dispute complaint entry, the complaint information submitted by the user, that is, the description of a transaction dispute by the user, may be received, may perform element extraction on the complaint information submitted by the user, and determine whether the extracted complaint elements satisfy intention determination, that is, whether the extracted complaint elements are complete, and if the complaint elements are incomplete, may guide the user to supplement the complaint information by using intelligent human-computer interaction, so as to extract more complaint elements. Based on the extracted complaint elements, complaint intentions, namely complaint intentions, of the complaint users can be determined, after the real intentions of the complaint users are determined, whether the current transaction dispute processing request needs to be called, namely whether the self-help solution needs to be called can be judged, if yes, whether the users only have dissatisfaction with the service attitudes and service qualities of merchants and do not have specific complaints and only need to be emotionally released can be judged, if yes, emotion relieving can be provided for the complaint users, and if not, a self-help solution can be provided for the complaint users. If it is determined that the complaint user operation needs to be solved based on the determined complaint intention, a mediation process may be provided, such as: and transferring the complaint information and the complaint intention to the complained user, and guiding the complaining user and the complained user to carry out two-party mediation.

The method and the device have the advantages that the complaint of the user is mediated in multiple directions according to the determined complaint intention, the complaint which generally relates to the operation of the complaint user such as refund and delivery is transmitted to the complaint user through the trading platform, the complaint user and the complaint user are guided to complete two-party mediation, and the mediation result is fed back by the complaint user and the complaint user at the same time. In the two-party mediation process, a supervision model and a punishment mechanism can be introduced to predict the situation that the mediation can not be completed and intervene in advance (such as the situations of complaints caused by malpractice and the like), and then the transaction platform intervenes to carry out three-party mediation; and for the case of failure of three-party mediation, legal consultation service can be provided according to the wishes of the two parties to carry out four-party mediation. The method provides a complete transaction dispute mediation flow, realizes the automatic processing of the transaction dispute, improves the processing efficiency of the transaction dispute and the conversion rate of the complaint willingness of the user, realizes the calling and debugging function in the complaint process, and reduces the five-back-end service pressure.

Fig. 4 is a schematic view of a principle pipe rack for transaction dispute processing in some embodiments of the present description, and as shown in fig. 4, the transaction dispute processing in the embodiments of the present description may mainly include a reporting process and a reconciliation process, in the reporting process, a dispute complaint entry may be recommended for a complaint user first, and a suitable dispute complaint entry may be recommended based on a crowd hierarchical result of the complaint user and a transaction hierarchical result of a transaction related to a transaction dispute, which may specifically refer to the description of the above embodiments, and will not be described herein again. After the entry of the dispute complaint is determined, the complaint user can be guided to enter a mediation process corresponding to the entry of the dispute complaint, and as shown in fig. 4, the complaint intention of the complaint user can be determined through intelligent interaction modes such as intelligent question answering and complaint mining. Entering a mediation process based on the determined complaint intention, as shown in fig. 4, performing two-party mediation of the complaint user and the complaint user, performing three-party mediation by accessing the transaction platform, and providing legal service for four-party mediation.

In the embodiment of the specification, in the complaint process of the transaction dispute, through crowd layering and transaction identification, the individual recommendation of the complaint entrance is realized, and the flow of the dispute complaint is greatly simplified. The user problems and appeal are quickly positioned through an intelligent method, automatic solution guidance is carried out on some dispute types, and manual operation cost is greatly relieved. The intelligent AI algorithm is introduced to carry out brain simulation, so that the robot can read, analyze, judge and output multiple rounds of interaction in the complaint process, the processing efficiency of transaction disputes is improved, and the complaint experience of users is guaranteed.

In the present specification, each embodiment of the method is described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. The relevant points can be obtained by referring to the partial description of the method embodiment.

Based on the transaction dispute data processing method, one or more embodiments of the present specification further provide a device for processing transaction dispute data. The system may include devices (including distributed systems), software (applications), modules, components, servers, clients, etc. that use the methods described in embodiments of the present specification in conjunction with hardware where necessary to implement the apparatus. Based on the same innovative conception, embodiments of the present specification provide an apparatus as described in the following embodiments. Since the implementation scheme of the apparatus for solving the problem is similar to that of the method, the specific apparatus implementation in the embodiment of the present specification may refer to the implementation of the foregoing method, and repeated details are not repeated. As used hereinafter, the term "unit" or "module" may be a combination of software and/or hardware that implements a predetermined function. Although the means described in the embodiments below are preferably implemented in software, an implementation in hardware, or a combination of software and hardware is also possible and contemplated.

Specifically, fig. 5 is a schematic block structure diagram of an embodiment of the transaction dispute data processing apparatus provided in this specification, where the apparatus may be applied to a transaction platform, and as shown in fig. 5, the transaction dispute data processing apparatus provided in this specification may include:

a request receiving module 51, configured to receive a transaction dispute processing request, where the transaction dispute processing request includes: complaint user information and transaction information;

the user layering module 52 is configured to determine, according to the complaint user information, a complaint user type of the transaction dispute processing request;

the transaction layering module 53 is configured to determine, according to the transaction information, a complaint transaction type of the transaction dispute processing request;

a complaint entry determining module 54, configured to determine, based on the complaint user type and the complaint transaction type, a dispute complaint entry corresponding to the transaction dispute handling request.

The transaction dispute data processing apparatus provided in this specification determines a type of a complaint user by analyzing the complaint user, and then determines a type of a complaint transaction by analyzing complaint information, thereby implementing classification of the complaint user and classification of transaction information. And then, by combining the determined complaint user types and the determined complaint transaction types, a suitable entry for the complaint of the dispute is recommended for the user, so that the automatic recommendation of the entry for the complaint is realized. And the user can accurately obtain the corresponding dispute resolution process through the recommended dispute complaint entry, the problem of the user can be quickly solved, the user does not need to fill too much content, the problem that the user repeatedly submits the transaction dispute complaint content and continuously switches the resolution scheme due to the fact that the provided resolution scheme is not appropriate is avoided, the dispute complaint entry recommended by the embodiment of the specification can obtain the accurate resolution scheme at one time, and the processing efficiency of the transaction dispute is improved. And the personalized recommendation of the entry of the transaction dispute complaints is realized, multiple persons and multiple faces of the transaction dispute complaints are realized, and the flow of the dispute complaints is simplified.

In some embodiments of this specification, the apparatus further includes a dispute handling module, configured to:

after a dispute complaint entrance corresponding to the transaction dispute processing request is determined, receiving complaint information submitted by a complaint user corresponding to the transaction dispute processing request through the dispute complaint entrance;

extracting elements of the complaint information to obtain complaint elements;

The transaction dispute data processing device provided in the embodiment of the present specification performs element extraction on the complaint information submitted by a complaint user through a dispute complaint entry, determines based on the extracted complaint elements, and determines the complaint intention of the user based on the complaint elements, thereby accurately determining the problem that the user needs to solve, providing an accurate mediation process for the user, and realizing automatic and accurate matching of the transaction dispute mediation process.

It should be noted that the above-mentioned apparatus may also include other embodiments according to the description of the corresponding method embodiment. The specific implementation manner may refer to the description of the above corresponding method embodiment, and is not described in detail herein.

An embodiment of the present specification further provides a transaction dispute data processing device, including: at least one processor and a memory for storing processor-executable instructions, where the processor executes the instructions to implement the transaction dispute data processing method according to the above embodiment, for example:

It should be noted that the above description of the apparatus according to the method embodiment may also include other embodiments. The specific implementation manner may refer to the description of the related method embodiment, and is not described in detail herein.

The transaction dispute data processing device provided by the present specification can also be applied to various data analysis processing systems. The system or server or terminal or device may be a single server, or may include a server cluster, a system (including a distributed system), software (applications), actual operating devices, logical gate devices, quantum computers, etc. using one or more of the methods described herein or one or more embodiments of the system or server or terminal or device, in combination with necessary end devices implementing hardware. The system for checking for discrepancies may comprise at least one processor and a memory storing computer-executable instructions that, when executed by the processor, implement the steps of the method of any one or more of the embodiments described above.

The method embodiments provided by the embodiments of the present specification can be executed in a mobile terminal, a computer terminal, a server or a similar computing device. Taking an example of the transaction dispute data processing device running on a server, fig. 6 is a hardware structure block diagram of a transaction dispute data processing server in an embodiment of the present specification, and the computer terminal may be the transaction dispute data processing server or the transaction dispute data processing device in the above embodiment. As shown in fig. 6, the server 10 may include one or more (only one shown) processors 100 (the processors 100 may include, but are not limited to, a processing device such as a microprocessor MCU or a programmable logic device FPGA, etc.), a non-volatile memory 200 for storing data, and a transmission module 300 for communication functions. It will be understood by those skilled in the art that the structure shown in fig. 6 is only an illustration and is not intended to limit the structure of the electronic device. For example, the server 10 may also include more or fewer components than shown in FIG. 6, and may also include other processing hardware, such as a database or multi-level cache, a GPU, or have a different configuration than shown in FIG. 6, for example.

The non-volatile memory 200 may be configured to store software programs and modules of application software, such as program instructions/modules corresponding to the transaction dispute data processing method in the embodiment of the present specification, and the processor 100 executes various functional applications and resource data updates by running the software programs and modules stored in the non-volatile memory 200. Non-volatile memory 200 may include high-speed random access memory, and may also include non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some examples, the non-volatile memory 200 may further include memory located remotely from the processor 100, which may be connected to a computer terminal through a network. Examples of such networks include, but are not limited to, the internet, intranets, office-to-network, mobile communication networks, and combinations thereof.

The transmission module 300 is used for receiving or transmitting data via a network. Specific examples of the network described above may include a wireless network provided by a communication provider of the computer terminal. In one example, the transmission module 300 includes a Network adapter (NIC) that can be connected to other Network devices through a base station so as to communicate with the internet. In one example, the transmission module 300 may be a Radio Frequency (RF) module, which is used for communicating with the internet in a wireless manner.

The foregoing description has been directed to specific embodiments of this disclosure. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims may be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing may also be possible or may be advantageous.

The method or apparatus provided in this specification and described in the foregoing embodiments may implement service logic through a computer program and record the service logic on a storage medium, where the storage medium may be read and executed by a computer, and implement the effects of the solutions described in the embodiments of this specification, such as:

The storage medium may include a physical device for storing information, and typically, the information is digitized and then stored using an electrical, magnetic, or optical media. The storage medium may include: devices that store information using electrical energy, such as various types of memory, e.g., RAM, ROM, etc.; devices that store information using magnetic energy, such as hard disks, floppy disks, tapes, core memories, bubble memories, and usb disks; devices that store information optically, such as CDs or DVDs. Of course, there are other ways of storing media that can be read, such as quantum memory, graphene memory, and so forth.

The transaction dispute data processing method or apparatus provided in the embodiment of the present specification may be implemented in a computer by executing corresponding program instructions by a processor, for example, implemented in a PC end using a c + + language of a windows operating system, implemented in a linux system, or implemented in an intelligent terminal using android and iOS system programming languages, implemented in processing logic based on a quantum computer, or the like.

It should be noted that descriptions of the apparatus, the computer storage medium, and the system described above according to the related method embodiments may also include other embodiments, and specific implementations may refer to descriptions of corresponding method embodiments, which are not described in detail herein.

The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments may be referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the hardware + program class embodiment, since it is substantially similar to the method embodiment, the description is simple, and the relevant points can be referred to only the partial description of the method embodiment.

The embodiments of the present description are not limited to what must be consistent with industry communications standards, standard computer resource data updating and data storage rules, or what is described in one or more embodiments of the present description. Certain industry standards, or implementations modified slightly from those described using custom modes or examples, may also achieve the same, equivalent, or similar, or other, contemplated implementations of the above-described examples. The embodiments using the modified or transformed data acquisition, storage, judgment, processing and the like can still fall within the scope of the alternative embodiments of the embodiments in this specification.

In the 90 s of the 20 th century, improvements in a technology could clearly distinguish between improvements in hardware (e.g., improvements in circuit structures such as diodes, transistors, switches, etc.) and improvements in software (improvements in process flow). However, as technology advances, many of today's process flow improvements have been seen as direct improvements in hardware circuit architecture. Designers almost always obtain the corresponding hardware circuit structure by programming an improved method flow into the hardware circuit. Thus, it cannot be said that an improvement in the process flow cannot be realized by hardware physical modules. For example, a Programmable Logic Device (PLD), such as a Field Programmable Gate Array (FPGA), is an integrated circuit whose Logic functions are determined by programming the Device by a user. A digital system is "integrated" on a PLD by the designer's own programming without requiring the chip manufacturer to design and fabricate application-specific integrated circuit chips. Furthermore, nowadays, instead of manually making an Integrated Circuit chip, such Programming is often implemented by "logic compiler" software, which is similar to a software compiler used in program development and writing, but the original code before compiling is also written by a specific Programming Language, which is called Hardware Description Language (HDL), and HDL is not only one but many, such as abel (advanced Boolean Expression Language), ahdl (alternate Hardware Description Language), traffic, pl (core universal Programming Language), HDCal (jhdware Description Language), lang, Lola, HDL, laspam, hardward Description Language (vhr Description Language), vhal (Hardware Description Language), and vhigh-Language, which are currently used in most common. It will also be apparent to those skilled in the art that hardware circuitry that implements the logical method flows can be readily obtained by merely slightly programming the method flows into an integrated circuit using the hardware description languages described above.

The controller may be implemented in any suitable manner, for example, the controller may take the form of, for example, a microprocessor or processor and a computer-readable medium storing computer-readable program code (e.g., software or firmware) executable by the (micro) processor, logic gates, switches, an Application Specific Integrated Circuit (ASIC), a programmable logic controller, and an embedded microcontroller, examples of which include, but are not limited to, the following microcontrollers: ARC 625D, Atmel AT91SAM, Microchip PIC18F26K20, and Silicone Labs C8051F320, the memory controller may also be implemented as part of the control logic for the memory. Those skilled in the art will also appreciate that, in addition to implementing the controller as pure computer readable program code, the same functionality can be implemented by logically programming method steps such that the controller is in the form of logic gates, switches, application specific integrated circuits, programmable logic controllers, embedded microcontrollers and the like. Such a controller may thus be considered a hardware component, and the means included therein for performing the various functions may also be considered as a structure within the hardware component. Or even means for performing the functions may be regarded as being both a software module for performing the method and a structure within a hardware component.

The systems, devices, modules or units illustrated in the above embodiments may be implemented by a computer chip or an entity, or by a product with certain functions. One typical implementation device is a computer. In particular, the computer may be, for example, a personal computer, a laptop computer, a vehicle-mounted human-computer interaction device, a cellular telephone, a camera phone, a smart phone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or a combination of any of these devices.

Although one or more embodiments of the present description provide method operational steps as described in the embodiments or flowcharts, more or fewer operational steps may be included based on conventional or non-inventive approaches. The order of steps recited in the embodiments is merely one manner of performing the steps in a multitude of orders and does not represent the only order of execution. When the device or the end product in practice executes, it can execute sequentially or in parallel according to the method shown in the embodiment or the figures (for example, in the environment of parallel processors or multi-thread processing, even in the environment of distributed resource data update). The terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, the presence of additional identical or equivalent elements in a process, method, article, or apparatus that comprises the recited elements is not excluded. The terms first, second, etc. are used to denote names, but not any particular order.

For convenience of description, the above devices are described as being divided into various modules by functions, and are described separately. Of course, when implementing one or more of the present description, the functions of each module may be implemented in one or more software and/or hardware, or a module implementing the same function may be implemented by a combination of multiple sub-modules or sub-units, etc. The above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.

The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable resource data updating apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable resource data updating apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable resource data update apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be loaded onto a computer or other programmable resource data update apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.

The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.

Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage, graphene storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.

As will be appreciated by one skilled in the art, one or more embodiments of the present description may be provided as a method, system, or computer program product. Accordingly, one or more embodiments of the present description may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, one or more embodiments of the present description may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.

One or more embodiments of the present description may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. One or more embodiments of the present specification can also be practiced in distributed computing environments where tasks are performed by remote devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.

The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments may be referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for system embodiments, since they are substantially similar to method embodiments, the description is relatively simple, and the relevant points can be referred to only part of the description of the method embodiments. In the description of the specification, reference to the description of the term "one embodiment," "some embodiments," "an example," "a specific example," or "some examples," etc., means that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the specification. In this specification, the schematic representations of the terms used above are not necessarily intended to refer to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples. Furthermore, various embodiments or examples and features of different embodiments or examples described in this specification can be combined and combined by one skilled in the art without contradiction.

The above description is merely exemplary of one or more embodiments of the present disclosure and is not intended to limit the scope of one or more embodiments of the present disclosure. Various modifications and alterations to one or more embodiments described herein will be apparent to those skilled in the art. Any modification, equivalent replacement, improvement or the like made within the spirit and principle of the present specification should be included in the scope of the claims.

Claims

1. A transaction dispute data processing method, the method comprising:

2. The method of claim 1, the determining, from the complaint user information, a complaint user type of the transaction dispute processing request comprising:

3. The method as claimed in claim 1, wherein the transaction information includes transaction attributes and information of a complaint user, and the determining a complaint transaction type of the transaction dispute handling request according to the transaction information includes:

4. The method as recited in claim 1, upon receiving the transaction dispute processing request, the method further comprising:

and inquiring whether a complaint record exists in a transaction dispute record according to the transaction dispute processing request, and if so, acquiring complaint detail information and processing progress corresponding to the transaction dispute processing request.

5. The method as recited in claim 1, after determining a dispute complaint entry corresponding to the transaction dispute handling request, the method further comprising:

extracting elements of the complaint information to obtain complaint elements;

6. The method of claim 5, said determining a complaint intent of the complaint user from the complaint elements comprising:

7. The method of claim 5, wherein if the complaint intention relates to a complaint user corresponding to the transaction dispute handling request, the determining, based on the complaint intention, a reconciliation procedure corresponding to the transaction dispute handling request comprises:

8. The method of claim 7, further comprising:

9. The method of claim 7, further comprising:

10. The method of claim 5, wherein the determining, based on the complaint intent, a reconciliation flow corresponding to the transaction dispute processing request comprises:

and if the complaint intention does not relate to the complaint user corresponding to the transaction dispute processing request, providing a processing flow of a self-service mediation scheme for the complaint user.

11. A transaction dispute data processing apparatus comprising:

12. The apparatus of claim 11, the apparatus further comprising a dispute handling module to:

extracting elements of the complaint information to obtain complaint elements;

13. A transaction dispute data processing apparatus comprising: at least one processor and a memory for storing processor-executable instructions, the processor implementing the method of any one of claims 1-10 when executing the instructions.

14. A computer readable storage medium having stored thereon computer instructions which, when executed, implement the steps of the method of any one of claims 1 to 10.