WO2021169857A1 - 信息处理方法、装置和电子设备 - Google Patents

信息处理方法、装置和电子设备 Download PDF

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Publication number
WO2021169857A1
WO2021169857A1 PCT/CN2021/076991 CN2021076991W WO2021169857A1 WO 2021169857 A1 WO2021169857 A1 WO 2021169857A1 CN 2021076991 W CN2021076991 W CN 2021076991W WO 2021169857 A1 WO2021169857 A1 WO 2021169857A1
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WIPO (PCT)
Prior art keywords
return
video
transaction identifier
transaction
returned
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PCT/CN2021/076991
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English (en)
French (fr)
Inventor
钱遂
傅洁敏
吴兵海
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阿里巴巴集团控股有限公司
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Publication of WO2021169857A1 publication Critical patent/WO2021169857A1/zh

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F7/00—Methods or arrangements for processing data by operating upon the order or content of the data handled
    • G06F7/06—Arrangements for sorting, selecting, merging, or comparing data on individual record carriers
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce

Definitions

  • This application relates to the field of computer technology, in particular to an information processing method, device and electronic equipment.
  • the buyer can initiate an online return on the shopping platform. After the seller receives the return request initiated by the buyer, the buyer will return the unsatisfied product to the merchant. After the merchant checks that the product is qualified, the refund step will be further executed to complete the entire return process.
  • the embodiments of the present application provide an information processing method, device, and electronic equipment to ensure the credibility of the return behavior processing.
  • an embodiment of the present application provides an information processing method, including:
  • an information processing device including:
  • the collection module is used for video collection of the return processing process of the returned goods through the camera;
  • An obtaining module which is used to obtain the transaction identifier corresponding to the returned commodity
  • the upload module is used to bind and upload the transaction identifier and the collected video.
  • an embodiment of the present application provides an electronic device, including a processor and a memory, where the memory is used to store one or more computer instructions, wherein when the one or more computer instructions are executed by the processor
  • the information processing method in the first aspect described above is realized.
  • the electronic device may also include a communication interface for communicating with other devices or a communication network.
  • an embodiment of the present application provides a computer storage medium for storing and storing a computer program that enables a computer to implement the information processing method in the first aspect when executed by a computer.
  • an embodiment of the present application provides an information processing method, including:
  • an information processing device including:
  • the first determining module is used to determine the transaction identifier corresponding to the return transaction order
  • An obtaining module configured to obtain a return video corresponding to the transaction identifier, where the return video includes a video collected during the return acceptance process of the commodity corresponding to the return transaction order;
  • the second determination module is used to process the return video and determine the validity of the return transaction order.
  • an embodiment of the present application provides an electronic device, including a processor and a memory, where the memory is used to store one or more computer instructions, wherein when the one or more computer instructions are executed by the processor
  • the information processing method in the fifth aspect is realized.
  • the electronic device may also include a communication interface for communicating with other devices or a communication network.
  • an embodiment of the present application provides a computer storage medium for storing and storing a computer program that enables a computer to implement the information processing method in the fifth aspect when executed by a computer.
  • an embodiment of the present application provides an information processing method, including:
  • an information processing device including:
  • the obtaining module is configured to obtain the transaction identifier corresponding to the return transaction order in response to the result of scanning the code of the return transaction order by the terminal device;
  • a sending module for sending the transaction identifier to the service platform
  • the display module is configured to display the returned product information corresponding to the return transaction order fed back by the service platform, so that the operator can determine the validity of the return transaction order according to the returned product information.
  • an embodiment of the present application provides an electronic device including a processor and a memory, the memory is used to store one or more computer instructions, wherein the one or more computer instructions are executed by the processor When realizing the information processing method in the ninth aspect.
  • the electronic device may also include a communication interface for communicating with other devices or a communication network.
  • an embodiment of the present application provides a computer storage medium for storing and storing a computer program that enables a computer to implement the information processing method in the ninth aspect when executed by a computer.
  • an embodiment of the present application provides an information processing method, including:
  • the dispute handling request including the transaction identifier corresponding to the return transaction order;
  • an information processing device including:
  • the acquiring module is used to acquire a dispute handling request initiated by a user, the dispute handling request includes a transaction identifier corresponding to a return transaction order; and acquiring a return video corresponding to the transaction identifier, the return video including the return transaction order The video collected during the return acceptance process of the corresponding product;
  • the response module is configured to respond to the dispute handling request according to the return video.
  • an embodiment of the present application provides an electronic device, including a processor and a memory, the memory is used to store one or more computer instructions, wherein the one or more computer instructions are executed by the processor When realizing the information processing method in the thirteenth aspect.
  • the electronic device may also include a communication interface for communicating with other devices or a communication network.
  • an embodiment of the present application provides a computer storage medium for storing and storing a computer program that enables a computer to implement the information processing method in the thirteenth aspect when executed by a computer.
  • the video capture of the return processing process of the returned product through the camera is to obtain the return video corresponding to the returned product. Then obtain the transaction ID corresponding to the returned goods, bind the transaction ID and the video captured by the camera and upload it. Later, you can determine whether the return behavior corresponding to the returned product is valid according to the uploaded video. It can be seen that, in the above method, the basis for the processing of the return behavior is the video with strong visibility and high cost of fraud. Therefore, the credibility of the processing result of the return behavior can be further improved.
  • FIG. 1 is a schematic diagram of interaction of an information processing system provided by an embodiment of this application;
  • FIG. 2 is a flowchart of an information processing method provided by an embodiment of this application.
  • FIG. 3 is a flowchart of another information processing method provided by an embodiment of the application.
  • FIG. 4 is a flowchart of another information processing method provided by an embodiment of this application.
  • FIG. 5 is a flowchart of yet another information processing method provided by an embodiment of this application.
  • FIG. 6 is a flowchart of yet another information processing method provided by an embodiment of this application.
  • FIG. 7 is a flowchart of yet another information processing method provided by an embodiment of this application.
  • FIG. 8 is a flowchart of yet another information processing method provided by an embodiment of this application.
  • FIG. 9 is a flowchart of yet another information processing method provided by an embodiment of this application.
  • FIG. 10 is a schematic structural diagram of an information processing device provided by an embodiment of this application.
  • FIG. 11 is a schematic structural diagram of an electronic device corresponding to the information processing apparatus provided in the embodiment shown in FIG. 10;
  • FIG. 12 is a schematic structural diagram of another information processing device provided by an embodiment of this application.
  • FIG. 13 is a schematic structural diagram of an electronic device corresponding to the information processing apparatus provided in the embodiment shown in FIG. 12;
  • FIG. 14 is a schematic structural diagram of yet another information processing device provided by an embodiment of this application.
  • FIG. 15 is a schematic structural diagram of an electronic device corresponding to the information processing apparatus provided in the embodiment shown in FIG. 14;
  • FIG. 16 is a schematic structural diagram of yet another information processing device provided by an embodiment of this application.
  • FIG. 17 is a schematic structural diagram of an electronic device corresponding to the information processing apparatus provided in the embodiment shown in FIG. 16.
  • the words “if” and “if” as used herein can be interpreted as “when” or “when” or “in response to determination” or “in response to recognition”.
  • the phrase “if determined” or “if recognized (statement or event)” can be interpreted as “when determined” or “in response to determination” or “when recognized (statement or event) )” or “in response to identification (statement or event)”.
  • the information processing system may include a terminal device and a service platform connected in communication.
  • the terminal device may specifically include a code scanner with a display screen
  • the service platform may specifically include an order management server.
  • the server may record the purchase record of the purchaser of the commodity, the detailed information of each purchase of the commodity, and so on.
  • the service platform may also have a camera function, capable of taking pictures of the entire work process of the operator using the terminal device to obtain a video. And the service platform can directly obtain the captured video.
  • the camera function of the service platform can be implemented by a video camera system.
  • the video shooting system it may include cameras and video storage devices respectively set on the respective workbenches of the operators.
  • the return process based on the above system can be: the purchaser of the product initiates a return behavior on the shopping platform. After the merchandise seller agrees to this return behavior, the merchandise purchaser will provide the transaction identifier corresponding to the return behavior to the service platform. Specifically, this transaction identifier can be the waybill number obtained by the buyer when the package containing the returned goods is mailed to the seller. The purchaser of the goods can provide the waybill number to the seller by entering this waybill number on the shopping platform. Service Platform.
  • the operator of the seller can use the terminal device, that is, the code scanner to scan the transaction identification, that is, the waybill number on the package, so that the code scanner sends the waybill number to the service platform.
  • the service platform can query the product information corresponding to this waybill number.
  • This product information is actually the product information to be returned.
  • the product information to be returned can specifically include the type, quantity, model, etc. of the product.
  • the operator will open the box and show to the camera included in the service platform that the returned goods in the package are the actual returned goods.
  • the operator's above-mentioned series of actions such as scanning the code, opening the box, and displaying will be filmed to obtain a return video corresponding to the waybill number.
  • an automatic inspection method the service platform can automatically identify whether the information of the actual returned product captured in the video clip is consistent with the previously queried information about the product to be returned. If the two are consistent, it indicates that the purchaser of the goods has successfully returned the goods.
  • the service platform can send the information of the product to be returned to the product seller, so that the staff of the product seller can manually inspect the product.
  • the staff member may be the operator of the above-mentioned code scanning gun.
  • the operator can see the product information that needs to be returned as feedback from the service platform through the display screen of the code scanner.
  • the service platform can send the obtained return video and the information of the product to be returned to the customer service, who will then manually inspect the product.
  • the terminal equipment in the above-mentioned information processing system may also include electronic equipment with instant communication functions, such as a mobile phone used by an operator, which is used to send corresponding notification information to the operator and customer service during the inspection process or the dispute resolution process. Personnel to notify the current processing progress and final processing results of inspection tasks or dispute tasks.
  • the terminal device can also be a separate code scanning gun, and the code scanning gun is integrated with the instant messaging function. Refer to Figure 1 for the interaction process of the above-mentioned entire system.
  • Fig. 2 is a flowchart of an information processing method provided by an embodiment of the application. As shown in Figure 2, the method includes the following steps:
  • the package containing the returned product sent by the purchaser of the product can be obtained by the operator.
  • the operator can be the person of the product seller or the manager of the warehouse where the package is received. At this point, the operator can start the inspection of the returned merchandise.
  • the operator's workbench may be equipped with a camera, and the camera is used to photograph the entire work process of the operator. All the work that the operator needs to perform for a package can include: scanning the package's transaction identifier, that is, the waybill number, opening the box after scanning the code, and displaying the actual returned goods in the package to the camera on the workbench.
  • an alternative way is that the server can send a control command to the camera at a fixed time every day, so that the camera is turned on in a fixed time period.
  • the received control command is turned on or off.
  • the operator may first scan the identifier configured on the camera, so that the terminal device can determine that it has established a binding relationship with the camera. At this time, the terminal device can control the camera to turn on.
  • the aforementioned binding relationship can also be notified to the service platform.
  • the service platform can also control the camera to turn on.
  • an optional method is to start capturing video by the camera and the operator scans the package during the process, the service platform can obtain the transaction identification.
  • the service platform can determine the first time when the transaction identifier is acquired, and the second time when the next transaction identifier is acquired. If the time interval between the two times is greater than the preset time, it indicates that the operator has not performed a scan code operation for a long time, and he may have been off duty or away from get off work. At this time, the service platform can generate a stop instruction to control the camera to turn off. That is to stop capturing video.
  • the operator can also actively trigger the collection end event on the terminal device, and after the terminal device responds to it, a stop instruction is generated. At this time, the closing of the camera can be controlled by the terminal device.
  • the operator can use a terminal device such as a code scanner to scan the transaction identification of the package returned by the purchaser of the commodity.
  • the scanner can send the transaction identification read to the service platform, that is, the service platform determines the transaction identification .
  • the service platform can further find the information of the commodity to be returned corresponding to the transaction identifier according to the pre-established association relationship.
  • the transaction identifier it has been mentioned in the embodiment shown in FIG. 1 that it can be the waybill number of the package. In practical applications, it can also be the product number or any number or logo that can represent the product.
  • the establishment of the above-mentioned association relationship may be: after the commodity purchaser inputs the transaction identifier corresponding to the return behavior to the shopping platform, the service platform can automatically establish the association relationship between the transaction identifier and the return product information corresponding to the purchase behavior.
  • the content included in the product information to be returned can be referred to the relevant content in the foregoing embodiment.
  • an optional way is to upload the two to the service platform, so that the service platform binds the two. That is, the corresponding relationship between the transaction identifier and the return video of the returned product pair is established.
  • the terminal device may also bind the transaction identifier and the video, and then upload the binding result to the service platform.
  • the return video corresponding to the return behavior can be found according to the corresponding relationship, and the success of the return behavior can be determined based on the video.
  • the video capture of the return processing process of the returned product through the camera is to obtain the return video corresponding to the returned product. Then obtain the transaction identifier corresponding to the returned goods, bind the transaction identifier and the video captured by the camera and upload it. Later, you can determine whether the return behavior corresponding to the returned product is valid according to the uploaded video. It can be seen that, in the above method, the basis for the processing of the return behavior is the video with strong visibility and high cost of fraud. Therefore, the credibility of the processing result of the return behavior can be further increased.
  • the camera After the camera is turned on, it can always collect video and upload the collected video in real time. Therefore, it is easy to understand that all the videos captured by a camera can correspond to multiple returned goods, that is, correspond to multiple return behaviors of the purchaser of the goods.
  • the video can be marked according to the transaction identifier and the acquisition time of the transaction identifier.
  • the target frame image of the shooting time and the acquisition time in the video is determined first, and then the target frame image is marked with the transaction identifier.
  • the acquisition time of the transaction identifier is also the start time of the video corresponding to the transaction identifier. Then, based on this starting time, the video of the preset duration can be cut out from the video taken by the camera, and the cut out video is the return video corresponding to the transaction identification.
  • the specific interception process of the return video corresponding to the transaction identifier can also refer to the related description in the embodiment shown in FIG. 5 below.
  • both the acquisition of the above-mentioned transaction identification and the interception of the return video can be completed by a camera or a service platform.
  • the intercepted video is an important basis for the subsequent judgment of whether the return behavior of the purchaser of the product is effective.
  • Fig. 3 is a flowchart of another information processing method provided by an embodiment of this application.
  • the information processing method provided by an embodiment of this application can be executed by a service platform. As shown in Figure 3, the method includes the following steps:
  • the operator of the commodity seller can use a terminal device such as a code scanning gun to scan the transaction ID of the package returned by the commodity buyer, that is, the waybill number, so that the service platform can obtain the transaction ID.
  • the service platform can also query the information of the commodity to be returned corresponding to the transaction identifier according to the pre-established association relationship.
  • S202 Obtain a return video corresponding to the transaction identifier, where the return video includes a video collected during the return acceptance process of the commodity corresponding to the return transaction order.
  • the operator's workbench can be equipped with a camera to take pictures of the operator's work process. For example, the following tasks of the operator are photographed: scanning the code of the package's transaction identification, that is, the waybill number, opening the box after scanning the code, and displaying the actual returned goods in the package to the camera on the workbench.
  • a return video taken by a camera actually corresponds to multiple packages, that is, multiple transaction identifiers.
  • the entire process of the operator's work on a package can actually be understood as a segment of the return video taken by a camera.
  • the return video captured by the camera can be analyzed to intercept a video clip, which is the return video corresponding to the transaction identifier.
  • An optional analysis method may be to determine the video clip separately The start and end positions.
  • the service platform can also obtain the transaction identifier while the camera shoots the return video. At this time, the service platform can mark the video according to the acquired transaction identification and the acquisition time of the transaction identification, so as to determine the starting position of the return video corresponding to each transaction identification through this annotation processing.
  • the service platform may determine the end position of the video segment according to the acquisition time and the preset duration after obtaining the acquisition time. For example, the service platform receives the acquisition time of the transaction identifier A at 10:00, and the preset time is 1 minute, and the return video shot between 10:00-10:01 is determined as the return video corresponding to the transaction identifier A.
  • the preset duration can be set according to historical experience.
  • a package usually includes a product, and it usually takes 1 minute to display the information of this product to the camera, so the preset duration can be set to 1 minute, and the return video is associated with the transaction identifier.
  • the service platform After the service platform finds the corresponding commodity information to be returned through the transaction identifier, it can obtain the return video corresponding to the transaction identifier according to the acquisition time of the transaction identifier, the transaction identifier, and the preset duration.
  • S203 Process the return video to determine the validity of the return transaction order.
  • the service platform recognizes the return video corresponding to the transaction identifier to obtain the actual returned product information.
  • This product information may include the number of products, product types, product models, and so on. Compare the information of the actual returned product with the information of the product to be returned. If the two are consistent, it is determined that the return behavior initiated by the purchaser of the product is valid and the return is successful.
  • the service platform determines that the terminal device determines the transaction identifier corresponding to the return transaction order, and then obtains the return video corresponding to the return transaction identifier according to the transaction identifier by identifying the actual returned goods captured in the return video to determine Whether the return transaction order initiated by the purchaser of the product is valid, that is, whether the return is successful. It can be seen that the above-mentioned information processing method is actually a scheme for automatically inspecting the goods based on the return video and judging whether the return is successful, which can improve the processing efficiency of the return business.
  • the service platform can determine that the return behavior is invalid. This situation may be caused by poor image recognition accuracy of the service platform, or errors in the actual returned goods mailed by the purchaser.
  • the service platform can generate an inspection task for the transaction identifier corresponding to the invalid return behavior, and send the inspection task to the commodity seller.
  • the service platform when it determines that the return is not valid for the transaction order, it can also generate a notification message to notify the operator. At this time, the operator can use the terminal device to take pictures of the details of the actual returned goods to get the details of the goods. Information, and at the same time, you can use the terminal device to select the reason for invalidation, and so on. Then, send this detailed information, invalid reason, etc. to the service platform, so that the service platform can generate inspection tasks. Among them, the inspection task may include: detailed information of the actual returned product, the time when the transaction identifier was received, information about the product to be returned, the inventory quantity of the product to be returned, the purchaser of the product, the return video, and so on.
  • the operator can use a code scanner with a camera function or other electronic devices with a camera function, such as a mobile phone, to take photos of the details of the actual returned goods.
  • this electronic device can be bound to the barcode scanner through the operator's employee identification code displayed by itself, and the employee identification can be expressed as a two-dimensional code or a barcode.
  • the customer service personnel of the merchandise seller can handle the inspection task. For example, the customer service manually inspects whether the actual returned merchandise captured in the return video is consistent with the merchandise to be returned corresponding to the transaction identifier. If they are consistent, it is determined that the return behavior is valid, and the customer service personnel can access the service platform to submit the processing result of the verification task. If they are inconsistent, the customer service staff can communicate and negotiate with the purchaser of the goods through the instant messaging device to complete the return behavior of the purchaser of the goods.
  • FIG. 4 is a flowchart of another information processing method provided by an embodiment of the application. As shown in FIG. 4, the information processing method may include the following steps:
  • step 301 The execution process of the foregoing step 301 is similar to the corresponding steps of the foregoing embodiment, and reference may be made to the related description in the embodiment shown in FIG. 3, which is not repeated here.
  • S302 Determine the credit rating of the commodity buyer corresponding to the return transaction order.
  • the service platform can set a credit level for the commodity buyer based on the commodity buyer's historical purchase records, return and exchange records, payment records, and other information. Therefore, while the information of the commodity to be returned is queried through the transaction identifier, the purchaser of the commodity to be returned and its credit rating can also be queried.
  • S303 Obtain a return video corresponding to the transaction identifier, where the return video includes a video collected during the return acceptance process of the commodity corresponding to the return transaction order.
  • step 303 The execution process of the foregoing step 303 is similar to the corresponding steps of the foregoing embodiment, and reference may be made to the related description in the embodiment shown in FIG. 3, which is not repeated here.
  • S304 Determine the validity of the return transaction order based on the credit rating.
  • the service platform can identify the actual returned product information from the return video, where the actual returned product information can include detailed information and non-detailed information Information, the detailed information can be the type, model, etc. of the product; the non-detailed information can be the number of the product. It can be seen that the detailed information is a kind of fine-grained product information, and the non-detailed information is a kind of coarse-grained product information.
  • the credit level is higher than the set level, it indicates that the actual returned goods sent by the purchaser of the goods are less likely to be inconsistent with the goods to be returned.
  • the actual number of goods to be returned and the goods to be returned can be directly identified by the service platform
  • the quantity of goods included in the product information is compared to determine the effectiveness of the return behavior. That is to say, because the purchaser of the product has a higher credit rating, the criteria for determining whether the return behavior is valid can be relaxed accordingly, that is, only the coarse-grained product quantity in the actual returned product information and the product information to be returned Compare the quantity of goods included in the, if the two are the same, it is determined that the return behavior of the purchaser of the goods is valid.
  • the service platform When the credit rating is lower than the set level, it indicates that the actual returned product sent by the purchaser is likely to be inconsistent with the product to be returned. At this time, a more refined judgment is required for the actual returned product. Specifically, after the service platform can identify the return video, it may only recognize the non-detailed information in the actual returned product information, but not the detailed information. At this time, the service platform will generate a prompt message, and Send it to the mobile terminal used by the operator.
  • the operator can use the mobile terminal to collect the detailed information of the actual returned goods, such as the detailed image of the product, the product label, etc., and feed this detailed information back to the service platform.
  • the service platform can determine the effectiveness of the return behavior of the purchaser of the product in a more precise manner based on the detailed information collected by the terminal device, the return video, and the information of the product to be returned.
  • This embodiment actually refers to the credit rating of the test product purchaser during the inspection process, that is, for the product purchaser with a higher credit rating, the service platform can query the information of the product to be returned according to the information of the product to be returned and from the return video
  • the identified coarse-grained product information such as the number of products, is used to determine the effectiveness of the return behavior.
  • the service platform can determine the effectiveness of the return behavior based on the information of the goods to be returned and the fine-grained product detail information.
  • the service platform in practical applications, in order to process large quantities of returned packages, the service platform usually includes multiple cameras, and each camera corresponds to an operator. In this case, the service platform is likely to receive multiple transaction identifiers at the same time, and the surveillance video clips corresponding to these transaction identifiers also have the same start and end time, and it is impossible to accurately obtain the surveillance video corresponding to the transaction identifier. Fragments, resulting in inaccurate determination of the effectiveness of the return behavior.
  • FIG. 5 is a flowchart of another information processing method provided by an embodiment of the application. As shown in FIG. 5, the information processing method may include the following steps:
  • S401 In response to a binding operation of a terminal device and a target camera in at least one camera, establish a corresponding relationship between the terminal device and the target camera.
  • S402 Control the target camera to collect the return video.
  • the terminal device can first trigger a binding operation, so that the service platform can establish the corresponding relationship between the terminal device and the target camera.
  • the terminal device can be a code scanner, and the operator can scan the camera identification code set on the workbench before scanning the package. This camera is the target camera corresponding to the terminal device.
  • the terminal device will send the camera identification code and the terminal device identification code to the service platform.
  • the service platform After receiving the two identification codes, the service platform will automatically establish the corresponding relationship between the terminal device and the target camera. While establishing the corresponding relationship, the service platform can also control the target camera to turn on so that it can collect the return video.
  • the terminal device can also be unbound with the surveillance camera.
  • the terminal device sends a transaction identifier to the service platform after scanning it, and the service platform can monitor the time interval between acquiring two adjacent transaction identifiers. If the time interval is greater than the preset time, such as 1 hour, it can be considered that the operator can no longer scan the code, such as the operator has left work or left the workbench for other reasons, at this time, the service platform can automatically unbind the terminal equipment and monitoring The binding between the cameras is to delete the correspondence between the two.
  • the preset time such as 1 hour
  • An optional manual unbinding method The operator can trigger the unbinding operation on the display screen provided by the terminal device. After the service platform receives the notification message generated by the terminal device in response to the unbinding operation, it will automatically proceed Untie.
  • step 403 The execution process of the foregoing step 403 is similar to the corresponding steps of the foregoing embodiment, and reference may be made to the relevant description in the foregoing embodiment, which will not be repeated here.
  • S405 Obtain a return video corresponding to the transaction identifier from the return video collected by the target surveillance camera.
  • the service platform After each camera is turned on, the operator will operate the entire inspection process. After the service platform receives the transaction identification containing the terminal device identification code,
  • the service platform can obtain the corresponding transaction identification and the device identification code of the terminal device. According to the device identification code and the corresponding relationship established in step 401, the service platform can directly determine the target camera. The target camera can capture the inspection process of the package corresponding to the transaction identifier by the operator. Then, the return video corresponding to the transaction identifier is obtained from the video.
  • the operator first triggers the monitoring start event on the terminal device to scan the transaction identifier.
  • the service platform can receive the transaction identifier and record the first transaction identifier received. For a time.
  • the operator can also trigger a monitoring end event on the terminal device, and the terminal device will send a notification message to the service platform in response to this operation, and the service platform can also record the second time when the notification message is received.
  • the return video corresponding to the transaction identifier is determined from the video captured by the target camera according to the first time and the second time.
  • the service platform can determine the above-mentioned second time in the following manner, start counting from the first time, and automatically determine the second time when the predetermined time period is reached; or determine the time when another transaction identifier sent by the terminal device is received as The second time mentioned above.
  • S406 Process the return video to determine the validity of the return transaction order.
  • step 406 The execution process of the foregoing step 406 is similar to the corresponding steps of the foregoing embodiment, and reference may be made to the relevant description in the foregoing embodiment, which will not be repeated here.
  • the operator can complete the binding between the operator's terminal device and the camera by scanning the code through the terminal device.
  • the terminal equipment used by the operator sends the identification code of the terminal equipment to the service platform at the same time as the transaction identification.
  • the service platform can determine the target camera corresponding to the terminal device according to the identification code of the terminal device.
  • the service platform then intercepts the return video corresponding to the transaction identifier from the video shot by the target camera according to the first time when the transaction identifier is received as the starting point, and further determines whether the return task is valid. It can be seen that through the binding between the terminal device and the camera, the return video corresponding to the transaction identification can be accurately obtained, which further ensures the accuracy of the inspection.
  • the operator plays an important role in the inspection process. Therefore, in order to avoid the illegal operation of the non-operator, the inspection failure is caused.
  • the operator can trigger the login operation through the terminal device before scanning the package, and the service platform can receive the operator's login information, which may be the operator's employee identification.
  • the service platform determines whether the operator has the operation authority of the terminal device according to the login information. Only operators with operating authority can perform operations such as scanning codes and assisting in completing return video shooting.
  • the operator can use a code scanner to scan the electronic equipment used to collect the detailed information of the actual returned goods, such as the employee ID displayed on the mobile phone, to send the scanned content to the service platform, so that the service platform Determine whether the operator has the operating authority of the terminal device.
  • a code scanner to scan the electronic equipment used to collect the detailed information of the actual returned goods, such as the employee ID displayed on the mobile phone, to send the scanned content to the service platform, so that the service platform Determine whether the operator has the operating authority of the terminal device.
  • FIG. 6 is a flowchart of another information processing method provided by an embodiment of the application. As shown in FIG. 6, the information processing method may include the following steps:
  • S502 Send the transaction identifier to the service platform.
  • S503 Display the returned product information corresponding to the return transaction order fed back by the service platform, so that the operator can determine the validity of the return transaction order based on the returned product information.
  • the operator of the terminal device can scan the code of the transaction identifier of the package sent by the purchaser of the commodity.
  • the terminal device may include a code scanner and send the read transaction identifier to the service platform.
  • the service platform can query the returned product information corresponding to the transaction identifier based on the established association relationship.
  • the service platform can feed back the queried product information to be returned to the terminal device.
  • the operator can see the product information through the display screen of the terminal device.
  • the operator can open the package to obtain the actual returned merchandise information mailed by the merchandise purchaser. If the returned product information is consistent with the actual returned product information, the operator can determine that the return behavior of the product purchaser is valid, and the operator can also operate the terminal device to notify the service platform of the effective result of the return behavior.
  • the inspection process can be realized through a terminal device with a display and code scanning function.
  • the operator only needs to operate one device to complete the return, which improves the processing efficiency of the return business.
  • FIG. 7 is another information processing method provided by an embodiment of the application. As shown in Figure 7, the information processing method may include the following steps:
  • S602 Send the transaction identifier to the service platform.
  • step 601 to step 602 The execution process of the above step 601 to step 602 is similar to the corresponding steps of the foregoing embodiment, and reference may be made to the related description in the embodiment shown in FIG. 6, which will not be repeated here.
  • S603 Display the prompt information fed back by the service platform, where the prompt information indicates that the credit level of the purchaser of the commodity corresponding to the return transaction order is lower than the preset level.
  • S604 In response to the display of the prompt information, collect detailed information of the actual returned goods.
  • S605 Send the detailed information to the service platform, so that the service platform determines the validity of the return behavior according to the detailed information and the information to be returned.
  • the service platform When the service platform finds that the credit level of the purchaser of the commodity is lower than the preset level, it will generate a prompt message and send the prompt message to the terminal device. After the terminal device displays this prompt information, the operator of the terminal device will think that the package is very abnormal and needs more careful inspection. At this time, the operator opens the package and uses the terminal device to collect the detailed information of the actual returned goods. At this time, the terminal device may also include an electronic device with a photographing function such as a mobile phone, and the collected detailed information is sent to the service platform through the electronic device. At this time, the service platform can determine the effectiveness of the return behavior based on the obtained detailed information and the information of the product to be returned.
  • the terminal device may specifically include an electronic device and a code scanning gun.
  • the code scanning gun there is a one-to-one correspondence between the code scanning gun, the electronic device, and the camera.
  • This relationship has been established and recorded in the service platform before the operator’s formal inspection process.
  • the service platform can complete automatic inspection by calling this relationship.
  • the service platform cannot find the corresponding product information to be returned through the transaction identifier, that is, the transaction identifier is incorrect.
  • the service platform will also send prompt information to the terminal device.
  • the operator will also use the terminal device to collect the detailed information of the actual returned goods.
  • the camera included in the service platform can capture the entire inspection process of the operator. To get the return video.
  • the service platform can determine whether the return behavior of the purchaser of the product is valid based on the detailed information collected by the terminal device and the return video captured by the camera. For the specific process, reference may be made to the embodiments shown in FIG. 3 to FIG. 5, which will not be repeated here.
  • the subsequent process of determining the validity of the return behavior can be executed by the service platform.
  • the service platform when the service platform receives the detailed information collected by the terminal device, it will generate an inspection task.
  • This inspection task can include the information of the product to be returned, the detailed information of the actual returned product, and can also include the return video.
  • the service platform handles this task, which is to complete the inspection process.
  • the service platform When the service platform generates an inspection task, it also generates a task notification to send it to the terminal device. After the terminal device receives this task notification, the operator can clearly know that the return behavior of the purchaser of the commodity will have the service platform to determine its effectiveness.
  • S606 Display the processing result of the return behavior sent by the service platform.
  • the result can be sent to the terminal device, and the terminal device can receive and display the processing result of the return behavior, so that the operator can know the processing status of the return behavior in time.
  • the operator before scanning the transaction identifier, the operator can also trigger a login operation on the terminal device to send the operator's login information to the service platform.
  • the service platform After the service platform determines that the operator has the authority to operate the terminal device, it will further respond to the operator’s code scanning operation and receive the transaction identifier sent by the terminal device to prevent persons who do not have the authority to operate the terminal device at will Use, lead to the situation of inspection errors.
  • the inspection of returned goods can be realized through interaction between terminal devices with instant messaging, display, and shooting functions and the service platform, and the accuracy of the inspection can be ensured.
  • FIG. 8 is a flowchart of another information processing method provided by an embodiment of the application. As shown in FIG. 8, the information processing method may include the following steps:
  • S701 Obtain a dispute resolution request initiated by a user, and the dispute resolution request includes a transaction identifier corresponding to the return transaction order.
  • the user When a user has a consumption dispute, the user here can be either of the buyers and sellers of the commodity, and they can initiate a dispute resolution request to the service platform.
  • the dispute resolution request may include the transaction identifier corresponding to the return behavior triggered by the purchaser of the commodity, that is, the waybill number of the package.
  • the service platform here can provide a dispute resolution platform for the shopping platform, and the service platform mentioned in the foregoing embodiments is actually the processing platform of the commodity seller itself.
  • S702 Obtain a return video corresponding to the transaction identifier, where the return video includes a video collected during the return acceptance process of the commodity corresponding to the return transaction order.
  • S703 Respond to the dispute handling request according to the return video.
  • the service platform obtains the return video corresponding to the transaction identifier, where the return video may be the content already carried in the dispute resolution request.
  • the service platform can resolve disputes based on the return video, that is, to determine who has problems with buyers and sellers.
  • the service platform can send the return video and the information of the goods to be returned corresponding to the transaction identifier to the service platform after obtaining the return video corresponding to the transaction identifier.
  • the staff handle disputes by means of manual judgment. After the staff obtains the dispute resolution result, they can notify the buyer and seller of the resolution result through the service platform, that is, respond to the dispute resolution request.
  • the return video can also be used to respond to the dispute handling request. Since the evidence for dispute resolution is a video with strong visibility and high cost of fraud, it can further ensure the credibility of the dispute resolution result.
  • FIG. 9 is a flowchart of another information processing method provided by an embodiment of the application. As shown in FIG. 9, the information processing method can be Including the following steps:
  • S801 Obtain a dispute handling request initiated by a user, and the dispute handling request includes a transaction identifier corresponding to the return transaction order.
  • S802 Obtain a return video corresponding to the transaction identifier, where the return video includes a video collected during the return acceptance process of the commodity corresponding to the return transaction order.
  • S804 Respond to the dispute handling request according to the credit rating.
  • the service platform has obtained the information of the product to be returned corresponding to the transaction identifier and the credit rating of the product purchaser at the inspection stage, and these contents initiate a dispute resolution request between the buyer and the seller Later, they can be sent to the service platform together. At this time, you can respond to the dispute resolution request based on the surveillance video clips, the required return information, and the credit rating at the same time.
  • FIG. 10 is a schematic structural diagram of an information processing device provided by an embodiment of this application. As shown in FIG. 10, the device includes:
  • the collection module 11 is used for video collection of the return processing process of the returned goods through the camera.
  • the obtaining module 12 is used to obtain the transaction identifier corresponding to the returned commodity.
  • the upload module 13 is used for binding and uploading the transaction identifier and the collected video.
  • the obtaining module 12 is configured to obtain the transaction identifier corresponding to the returned commodity identified by the terminal device in response to the scanning of the returned commodity by the terminal device.
  • the collection module 11 is configured to determine the camera bound to the terminal device in response to a scan of the camera by the terminal device; and control the camera to perform video collection.
  • the device further includes: a first determining module 14 configured to determine the first time when the transaction identifier is acquired and the second time when the next transaction identifier is acquired.
  • a first determining module 14 configured to determine the first time when the transaction identifier is acquired and the second time when the next transaction identifier is acquired.
  • the generating module 15 is configured to generate a stop instruction if the interval between the first time and the second time is greater than a preset duration, so as to control the camera to stop video capture according to the stop instruction.
  • the generating module 15 is further configured to generate a stop instruction in response to a collection end event triggered on the terminal device to control the camera bound to the terminal device to stop video collection.
  • the device also includes: a labeling module 16 for labeling the video collected by the camera according to the time when the transaction identifier is acquired.
  • the second determining module 17 is configured to determine the video corresponding to the transaction identifier from the video captured by the camera according to the marking result.
  • the upload module 13 is configured to upload the transaction identifier and the video collected by the camera to a service platform, so that the service platform binds the transaction identifier and the video.
  • the upload module 13 is configured to bind the acquired transaction identifier and the video; and upload the binding result to the service platform.
  • the device shown in FIG. 10 can execute the method of the embodiment shown in FIG. 2. For parts that are not described in detail in this embodiment, reference may be made to the related description of the embodiment shown in FIG. 2. Refer to the description in the embodiment shown in FIG. 2 for the execution process and technical effects of this technical solution, and details are not described herein again.
  • the structure of the information processing device may be implemented as an electronic device.
  • the electronic device may include a processor 21 and a memory 22.
  • the memory 22 is used to store a program that supports the electronic device to execute the information processing method provided in the embodiment shown in FIG. 2, and the processor 21 is configured to execute the program stored in the memory 22.
  • the program includes one or more computer instructions, wherein when the one or more computer instructions are executed by the processor 21, the following steps can be implemented:
  • the processor 21 is further configured to execute all or part of the steps in the embodiment shown in FIG. 2.
  • the structure of the electronic device may further include a communication interface 23 for the electronic device to communicate with other devices or a communication network.
  • an embodiment of the present application provides a computer storage medium for storing computer software instructions used by the above-mentioned electronic device, which includes a program for executing the information processing method in the above-mentioned method embodiment shown in FIG. 2.
  • FIG. 12 is a schematic structural diagram of another information processing device provided by an embodiment of the application. As shown in FIG. 12, the device includes:
  • the first determining module 31 determines the transaction identifier corresponding to the return transaction order.
  • the obtaining module 32 is configured to obtain a return video corresponding to the transaction identifier, and the return video includes a video collected during the return inspection and acceptance process of the commodity corresponding to the return transaction order.
  • the second determining module 33 is configured to process the return video and determine the validity of the return transaction order.
  • the third determining module 34 is further configured to determine the credit rating of the commodity buyer corresponding to the return transaction order.
  • the second determining module 33 is further configured to determine the validity of the return transaction order based on the credit level.
  • the device further includes: a generating module 35, configured to generate an inspection task in a case where it is determined that the return transaction order is invalid.
  • a generating module 35 configured to generate an inspection task in a case where it is determined that the return transaction order is invalid.
  • the sending module 36 is configured to send the inspection task to the commodity seller corresponding to the return transaction order, so that the commodity seller processes the return transaction order.
  • the device further includes: a combination module 37, configured to combine video clips in the video to form the return video by analyzing the collected video.
  • a combination module 37 configured to combine video clips in the video to form the return video by analyzing the collected video.
  • the device shown in FIG. 12 can execute the method of the embodiment shown in FIG. 3 to FIG. 5.
  • the parts not described in detail in this embodiment please refer to the related description of the embodiment shown in FIG. 3 to FIG. 5.
  • the implementation process and technical effects of this technical solution please refer to the description in the embodiment shown in FIG. 3 to FIG. 5, which will not be repeated here.
  • the structure of the information processing device may be implemented as an electronic device.
  • the electronic device may include a processor 41 and a memory 42.
  • the memory 42 is used to store a program that supports the electronic device to execute the information processing method provided in the embodiments shown in FIGS. 3 to 5, and the processor 41 is configured to execute the information stored in the memory 42 program of.
  • the program includes one or more computer instructions, wherein, when the one or more computer instructions are executed by the processor 41, the following steps can be implemented:
  • the processor 31 is further configured to execute all or part of the steps in the embodiments shown in FIG. 3 to FIG. 5.
  • the structure of the electronic device may further include a communication interface 43 for the electronic device to communicate with other devices or a communication network.
  • an embodiment of the present application provides a computer storage medium for storing computer software instructions used by the above-mentioned electronic device, which includes a program for executing the information processing method in the above-mentioned method embodiment shown in FIGS. 3 to 5 .
  • FIG. 14 is a schematic structural diagram of another information processing device provided by an embodiment of the application. As shown in FIG. 14, the device includes:
  • the obtaining module 51 is configured to obtain the transaction identifier corresponding to the return transaction order in response to the code scanning result of the terminal device on the return transaction order.
  • the sending module 52 is used to send the transaction identifier to the service platform.
  • the display module 53 is configured to display the returned product information corresponding to the return transaction order fed back by the service platform, so that the operator can determine the validity of the return transaction order according to the returned product information.
  • the device shown in FIG. 14 can execute the methods of the embodiments shown in FIG. 6 to FIG. 7.
  • parts that are not described in detail in this embodiment reference may be made to the related descriptions of the embodiments shown in FIG. 6 to FIG. 7.
  • the implementation process and technical effects of this technical solution please refer to the description in the embodiment shown in FIG. 6 to FIG. 7, which will not be repeated here.
  • the structure of the information processing device may be implemented as an electronic device.
  • the electronic device may include a processor 61 and a memory 62.
  • the memory 62 is used to store a program that supports the electronic device to execute the information processing method provided in the embodiments shown in FIG. 6 to FIG. 7, and the processor 61 is configured to execute the program stored in the memory 62 program of.
  • the program includes one or more computer instructions, wherein, when the one or more computer instructions are executed by the processor 61, the following steps can be implemented:
  • the processor 61 is further configured to execute all or part of the steps in the embodiments shown in FIG. 6 to FIG. 7.
  • the structure of the electronic device may further include a communication interface 63 for the electronic device to communicate with other devices or a communication network.
  • an embodiment of the present application provides a computer storage medium for storing computer software instructions used by the above-mentioned electronic device, which includes a program for executing the information processing method in the above-mentioned method embodiment shown in FIG. 6 to FIG. 7 .
  • FIG. 16 is a schematic structural diagram of another information processing device provided by an embodiment of this application. As shown in FIG. 16, the device includes:
  • the obtaining module 71 is configured to obtain a dispute processing request initiated by a user, the dispute processing request includes a transaction identifier corresponding to a return transaction order; and a return video corresponding to the transaction identifier, the return video including the return transaction The video captured during the return acceptance process of the goods corresponding to the order.
  • the response module 72 is configured to respond to the dispute handling request according to the return video.
  • the device shown in FIG. 16 can execute the methods of the embodiments shown in FIGS. 8 to 9.
  • parts that are not described in detail in this embodiment reference may be made to the related descriptions of the embodiments shown in FIGS. 8 to 9.
  • the implementation process and technical effects of this technical solution please refer to the description in the embodiment shown in FIG. 8 to FIG. 9, and will not be repeated here.
  • the structure of the information processing device may be implemented as an electronic device.
  • the electronic device may include a processor 81 and a memory 82.
  • the memory 82 is used to store a program that supports the electronic device to execute the information processing method provided in the embodiments shown in FIG. 8 to FIG. 9, and the processor 81 is configured to execute the program stored in the memory 82 program of.
  • the program includes one or more computer instructions, wherein, when the one or more computer instructions are executed by the processor 81, the following steps can be implemented:
  • the dispute handling request including the transaction identifier corresponding to the return transaction order;
  • the processor 81 is further configured to execute all or part of the steps in the embodiments shown in FIG. 8 to FIG. 9.
  • the structure of the electronic device may further include a communication interface 83 for the electronic device to communicate with other devices or a communication network.
  • an embodiment of the present application provides a computer storage medium for storing computer software instructions used by the above-mentioned electronic device, which includes a program for executing the information processing method in the above-mentioned method embodiment shown in FIG. 8 to FIG. 9 .

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Abstract

本申请实施例提供一种信息处理方法、装置和电子设备，该方法包括：通过摄像头对退货商品的退货处理过程进行视频采集也即是得到此退货商品对应的退货视频。然后获取退货商品对应的交易标识，将交易标识以及摄像头采集的视频绑定后上传。后续可以根据上传的视频来判断退货商品对应的退货行为是否有效。由于退货行为处理过程中的依据是可视性强、造假成本较高的视频，也就提高了退货行为的处理结果的可信度。

Description

信息处理方法、装置和电子设备
本申请要求2020年02月28日递交的申请号为202010130777.5、发明名称为“信息处理方法、装置和电子设备”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本申请涉及计算机技术领域，尤其涉及一种信息处理方法、装置和电子设备。
背景技术
在实际应用中，买家可以先在购物平台上发起线上退货，在卖家接收买家发起的退后请求后，买家会将不满意的商品返还给商家。在商家检验商品合格后，即会进一步执行退款步骤，从而完成整个退货流程。
购物平台在处理退货业务的过程中，也不可避免地会产生消费纠纷。此时，购物平台还需要对此消费纠纷进行处理。由于各大购物平台每日产生的退货业务或者纠纷业务的数量都是众多的，这也就使其的业务处理压力较大。
发明内容
有鉴于此，本申请实施例提供一种信息处理方法、装置和电子设备，用以保证退货行为处理的可信度。
第一方面，本申请实施例提供一种信息处理方法，包括：
通过摄像头对退货商品的退货处理过程进行视频采集；
获取所述退货商品对应的交易标识；
将所述交易标识以及采集到的视频进行绑定上传。
第二方面，本申请实施例提供一种信息处理装置，包括：
采集模块，用于通过摄像头对退货商品的退货处理过程进行视频采集；
获取模块，用于获取所述退货商品对应的交易标识；
上传模块，用于将所述交易标识以及采集到的视频进行绑定上传。
第三方面，本申请实施例提供一种电子设备，包括处理器和存储器，所述存储器用于存储一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器执行时实现上述第一方面中的信息处理方法。该电子设备还可以包括通信接口，用于与其他设 备或通信网络通信。
第四方面，本申请实施例提供了一种计算机存储介质，用于储存存储计算机程序，所述计算机程序使计算机执行时实现上述第一方面中的信息处理方法。
第五方面，本申请实施例提供一种信息处理方法，包括：
确定退货交易订单对应的交易标识；
获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频；
对所述退货视频进行处理，确定所述退货交易订单的有效性。
第六方面，本申请实施例提供一种信息处理装置，包括：
第一确定模块，用于确定退货交易订单对应的交易标识；
获取模块，用于获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频；
第二确定模块，用于对所述退货视频进行处理，确定所述退货交易订单的有效性。
第七方面，本申请实施例提供一种电子设备，包括处理器和存储器，所述存储器用于存储一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器执行时实现上述第五方面中的信息处理方法。该电子设备还可以包括通信接口，用于与其他设备或通信网络通信。
第八方面，本申请实施例提供了一种计算机存储介质，用于储存存储计算机程序，所述计算机程序使计算机执行时实现上述第五方面中的信息处理方法。
第九方面，本申请实施例提供一种信息处理方法，包括：
响应于终端设备对退货交易订单的扫码结果，获取所述退货交易订单对应的交易标识；
发送所述交易标识至服务平台；
展示所述服务平台反馈的所述退货交易订单对应的退货商品信息，以使所述操作者根据所述退货商品信息确定所述退货交易订单的有效性。
第十方面，本申请实施例提供一种信息处理装置，包括：
获取模块，用于响应于终端设备对退货交易订单的扫码结果，获取所述退货交易订单对应的交易标识；
发送模块，用于发送所述交易标识至服务平台；
展示模块，用于展示所述服务平台反馈的所述退货交易订单对应的退货商品信息， 以使所述操作者根据所述退货商品信息确定所述退货交易订单的有效性。
第十一方面，本申请实施例提供一种电子设备，包括处理器和存储器，所述存储器用于存储一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器执行时实现上述第九方面中的信息处理方法。该电子设备还可以包括通信接口，用于与其他设备或通信网络通信。
第十二方面，本申请实施例提供了一种计算机存储介质，用于储存存储计算机程序，所述计算机程序使计算机执行时实现上述第九方面中的信息处理方法。
第十三方面，本申请实施例提供一种信息处理方法，包括：
获取用户发起的纠纷处理请求，所述纠纷处理请求中包括退货交易订单对应的交易标识；
获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频；
根据所述退货视频响应所述纠纷处理请求。
第十四方面，本申请实施例提供一种信息处理装置，包括：
获取模块，用于获取用户发起的纠纷处理请求，所述纠纷处理请求中包括退货交易订单对应的交易标识；以及获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频；
响应模块，用于根据所述退货视频响应所述纠纷处理请求。
第十五方面，本申请实施例提供一种电子设备，包括处理器和存储器，所述存储器用于存储一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器执行时实现上述第十三方面中的信息处理方法。该电子设备还可以包括通信接口，用于与其他设备或通信网络通信。
第十六方面，本申请实施例提供了一种计算机存储介质，用于储存存储计算机程序，所述计算机程序使计算机执行时实现上述第十三方面中的信息处理方法。
本申请实施例提供的信息处理方法，通过摄像头对退货商品的退货处理过程进行视频采集也即是得到此退货商品对应的退货视频。然后获取退货商品对应的交易标识，将交易标识以及摄像头采集的视频绑定后上传。后续可以根据上传的视频来判断退货商品对应的退货行为是否有效。可见，上述方法中，退货行为处理过程中的依据是可视性强、造假成本较高的视频，因此，也就可以进一步提高退货行为的处理结果的可信度。
附图说明
为了更清楚地说明本申请实施例或现有技术中的技术方案，下面将对实施例或现有技术描述中所需要使用的附图作一简单地介绍，显而易见地，下面描述中的附图是本申请的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，还可以根据这些附图获得其他的附图。
图1为本申请实施例提供的一种信息处理系统的交互示意图；
图2为本申请实施例提供的一种信息处理方法的流程图；
图3为本申请实施例提供的另一种信息处理方法的流程图；
图4为本申请实施例提供的又一种信息处理方法的流程图；
图5为本申请实施例提供的又一种信息处理方法的流程图；
图6为本申请实施例提供的又一种信息处理方法的流程图；
图7为本申请实施例提供的又一种信息处理方法的流程图；
图8为本申请实施例提供的又一种信息处理方法的流程图；
图9为本申请实施例提供的又一种信息处理方法的流程图；
图10为本申请实施例提供的一种信息处理装置的结构示意图；
图11为与图10所示实施例提供的信息处理装置对应的电子设备的结构示意图；
图12为本申请实施例提供的另一种信息处理装置的结构示意图；
图13为与图12所示实施例提供的信息处理装置对应的电子设备的结构示意图；
图14为本申请实施例提供的又一种信息处理装置的结构示意图；
图15为与图14所示实施例提供的信息处理装置对应的电子设备的结构示意图；
图16为本申请实施例提供的又一种信息处理装置的结构示意图；
图17为与图16所示实施例提供的信息处理装置对应的电子设备的结构示意图。
具体实施方式
为使本申请实施例的目的、技术方案和优点更加清楚，下面将结合本申请实施例中的附图，对本申请实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例是本申请一部分实施例，而不是全部的实施例。基于本申请中的实施例，本领域普通技术人员在没有作出创造性劳动前提下所获得的所有其他实施例，都属于本申请保护的范围。
在本申请实施例中使用的术语是仅仅出于描述特定实施例的目的，而非旨在限制本 申请。在本申请实施例和所附权利要求书中所使用的单数形式的“一种”、“所述”和“该”也旨在包括多数形式，除非上下文清楚地表示其他含义，“多种”一般包含至少两种，但是不排除包含至少一种的情况。
应当理解，本文中使用的术语“和/或”仅仅是一种描述关联对象的关联关系，表示可以存在三种关系，例如，A和/或B，可以表示：单独存在A，同时存在A和B，单独存在B这三种情况。另外，本文中字符“/”，一般表示前后关联对象是一种“或”的关系。
取决于语境，如在此所使用的词语“如果”、“若”可以被解释成为“在……时”或“当……时”或“响应于确定”或“响应于识别”。类似地，取决于语境，短语“如果确定”或“如果识别(陈述的条件或事件)”可以被解释成为“当确定时”或“响应于确定”或“当识别(陈述的条件或事件)时”或“响应于识别(陈述的条件或事件)”。
还需要说明的是，术语“包括”、“包含”或者其任何其他变体意在涵盖非排他性的包含，从而使得包括一系列要素的商品或者系统不仅包括那些要素，而且还包括没有明确列出的其他要素，或者是还包括为这种商品或者系统所固有的要素。在没有更多限制的情况下，由语句“包括一个……”限定的要素，并不排除在包括所述要素的商品或者系统中还存在另外的相同要素。
在对本申请实施例提供的信息处理方法进行详细介绍之前，可以先描述一种信息处理系统，以及如何根据此系统实现验货或者纠纷处理。
信息处理系统可以包括通信连接的终端设备和服务平台。可选地，终端设备具体可以包括具有显示屏的扫码枪，服务平台具体可以包括订单管理服务器。服务器中可以记录有商品购买方的购买记录、每次购买商品的详情信息等等。并且服务平台还可以具有摄像功能，能够拍摄使用终端设备的操作者的全部工作过程，以得到视频。且服务平台可以直接获取到拍得的视频。可选地，服务平台的摄像功能可以由视频拍摄系统实现。对于视频拍摄系统，其可以包括在操作者各自工作台上分别设置的摄像头以及视频存储设备。
基于上述系统的退货流程可以为：商品购买方在购物平台发起退货行为。商品销售方同意此退货行为后，商品购买方将退货行为对应的交易标识提供给服务平台。具体的，此交易标识可以为购买方将包含退货商品的包裹邮寄至销售方时得到的运单号，商品购买方可以通过在购物平台上输入此运单号的方式，将运单号提供给服务平台。
接着，在商品销售方接收到包裹后，销售方的操作者可以使用终端设备即扫码枪扫描包裹上的交易标识即运单号，以使扫码枪发送此运单号至服务平台。服务平台可以查询到与此运单号对应的商品信息，此商品信息实际上是需退货商品信息，需退货商品信息具体可以包括商品的类型、数量、型号等等。接着，操作者会开箱并向服务平台包含的摄像头展示包裹中的退货商品也即是实际退货商品。操作者上述的扫码、开箱、展示等一系列动作都会被拍摄到，以得到一段与运单号对应的退货视频。
此时，基于此退货视频，一种自动验货方式：服务平台可以自动识别视频片段中拍摄到的实际退货商品的信息与之前查询到的需退货商品信息是否一致。若二者一致，则表明商品购买方退货成功。
当然为了保证验货的准确性，还可以有一种人工验货方式：服务平台可以将需退货商品信息发送商品销售方，以由品销售方的工作人员人工验货。其中，工作人员可以是上述扫码枪的操作者。此时，操作者可以通过扫码枪的显示屏看到服务平台反馈的需退货商品信息。当操作者确定实际退货商品与需退货商品不符或者是在退货过程中发生消费纠纷时，服务平台则可以将获取到的退货视频和需退货商品信息发送给客服，再由客服人工验货。
同时，上述信息处理系统中的终端设备还可以包括具有即时通信功能的电子设备，比如操作者使用的手机，用于在验过程货或者纠纷处理过程中，发送相应的通知信息给操作者、客服人员，以通知验货任务或者纠纷任务当前的处理进度以及最终的处理结果。当然，终端设备也可以是一个单独扫码枪，并且此扫码枪集成有即时通信功能。上述整个系统的交互过程可以参见图1。
基于上述描述，再下面结合附图，对本申请的一些实施方式作详细说明。在各实施例之间不冲突的情况下，下述的实施例及实施例中的特征可以相互组合。另外，下述各方法实施例中的步骤时序仅为一种举例，而非严格限定。
图2为本申请实施例提供的一种信息处理方法的流程图。如图2所示，该方法包括如下步骤：
S101，通过摄像头对退货商品的退货处理过程进行视频采集。
继续承接上述系统实施例中提及的相关名称，继续对本实施例进行说明：
商品购买方寄回的包含退货商品的包裹可以被操作者得到，此操作者可以是商品销售方的人员，也可以是接收包裹所在仓库的管理人员。此时，操作者可以开始对退货商 品的验货工作。
操作者的工作台上可以配置有摄像头，摄像头用于对操作者的全部工作过程进行拍摄。操作者对一个包裹需要进行的全部工作可以包括：对包裹的交易标识即运单号进行扫码、在扫码后开箱以及将包裹中的实际退货商品展示给工作台上的摄像头。
对于摄像头的开启时机，一种可选地方式，服务器可以在每天的固定时段向摄像头发送控制指令，以使摄像头在固定时段内开启，此固定时段可以为操作者的上班时段，也可以根据接收到的控制指令开启或者关闭。
另一种可选地方式，操作者在用终端设备对包裹进行扫描前，可以先对摄像头上配置的标识进行扫描，以使终端设备确定自身和此摄像头建立绑定关系。此时，可以由终端设备控制摄像头开启。当然前述绑定关系也可以通知至服务平台，此时，另一种可选地方式，还可以由服务平台控制摄像头开启。
对于摄像头的关闭时机，一种可选地方式，在摄像头开始采集视频，操作者对包裹进行扫描的过程中，服务平台可以得到交易标识，具体获取交易标识的过程可以参见下述步骤102中的相关描述。此时，服务平台可以确定获取到交易标识的第一时间，以及获取到下一个交易标识的第二时间。若两时间之间的时间间隔大于预设时长，表明操作者已经长时间没有产生扫码操作，其有可能已经下班或者离岗状态，此时，服务平台可以生成停止指令，以控制摄像头关闭也即是停止采集视频。
另一种可选地方式，操作者还可以主动从在终端设备上触发采集结束事件，终端设备对其进行响应后，便会生成停止指令，此时摄像头的关闭可以由终端设备控制。
S102，获取退货商品对应的交易标识。
操作者可以使用终端设备比如扫码枪，对商品购买方寄回的包裹的交易标识进行扫描，扫码枪可以将读取到交易标识发送至服务平台，也即是服务平台确定出了交易标识。同时，服务平台在接收到此交易标识后，可以进一步根据已经预先建立的关联关系中查找到与此交易标识对应的需退货商品信息。可选地，对于交易标识，图1所示实施例中已经提及其可以是包裹的运单号，在实际应用中，其还可以是商品编号或者任何可以表示此商品的编号或者标识。
其中，上述关联关系的建立可以是：商品购买方在向购物平台输入退货行为对应的交易标识后，服务平台即可自动建立交易标识以及购买行为对应的需退货商品信息之间的关联关系。同时需退货商品信息包括的内容可以参见上述实施例中的相关内容。
在实际应用中，交易标识与需退货商品信息可以是一一对应的关系。然而容易理解 的，商品购买方也可以对同一商品销售方的多件商品均发起退货操作，并将多个需要退货的商品通过一个包裹邮寄给商品销售方，此时，通过交易标识即可以查询到多个需退货商品信息，即二者为一对多的关系。
S103，将交易标识以及采集到的视频进行绑定上传。
在得到交易标识以及摄像头采集到的视频后，一种可选地方式，可以将二者上传至服务平台，以由服务平台对二者进行绑定。也即是建立起交易标识与退货商品对的退货视频之间的对应关系。
另一种可选地方式，还可以由终端设备对交易标识和视频进行绑定，然后再将绑定结果上传至服务平台。在后续对商品购买方产生的退货行为是否合理进行判断时，则可以根据对应关系找到与此退货行为对应退货视频，并以此视频为依据确定判断退货行为是否成功。
本实施例中，通过摄像头对退货商品的退货处理过程进行视频采集也即是得到此退货商品对应的退货视频。然后再获取退货商品对应的交易标识，将交易标识以及摄像头采集的视频绑定后上传。后续可以根据上传的视频来判断退货商品对应的退货行为是否有效。可见，上述方法中，退货行为处理过程中的依据是可视性强、造假成本较高的视频，因此，也就可以进一步退货行为的处理结果的可信度。
在实际应用中，在摄像头开启之后，其就可以一直采集视频并将采集到的视频实时上传。所以，容易理解的，对于一摄像头拍得的全部视频中，可以对应于多件退货商品，也即是对应于商品购买方的多个退货行为。此时，在获取到退货商品对应的交易标识后，则可以根据交易标识以及交易标识的获取时间对视频进行标注。
具体地，先确定视频中拍摄时间与获取时间的目标帧图像，再用交易标识对此目标帧图像进行标注。此交易标识的获取时间也即是交易标识对应的视频的起始时间。然后，可以以此起始时间为准，从摄像头拍得视频中截取出预设时长的视频，截取出的视频即为交易标识对应的退货视频。可选地，交易标识对应的退货视频的具体截取过程还可以参见下述图5所示实施例中的相关描述。
可选地，上述交易标识的获取以及退货视频的截取过程均可以由摄像头或者服务平台完成。并且截取出的视频即为后续判断商品购买方的退货行为是否有效的重要依据。此处未详细描述的内容还可以参见下述实施例步骤202中的相关描述。
图3为本申请实施例提供的另一种信息处理方法的流程图，本申请实施例提供的该 信息处理方法可以由服务平台来执行。如图3所示，该方法包括如下步骤：
S201，确定退货交易订单对应的交易标识。
商品销售方的操作者可以使用终端设备比如扫码枪，对商品购买方寄回的包裹的交易标识即运单号进行扫码，以使服务平台得到交易标识。同时，服务平台在接收到此交易标识后，也可以根据已经预先建立的关联关系查询到与此交易标识对应的需退货商品信息。
而此处未详细描述的部分可以参见图2所述实施例步骤102中的相关描述，在此不再赘述。
S202、获取与交易标识对应的退货视频，退货视频包括退货交易订单对应的商品在退货验收过程中采集的视频。
操作者的工作台上可以配置有摄像头，用以对操作者的工作过程进行拍摄。比如，拍摄操作者的以下工作进行拍摄：对包裹的交易标识即运单号进行扫码、在扫码后开箱以及将包裹中的实际退货商品展示给工作台上的摄像头。
并且容易理解的，每个操作者通常需要处理多个商品购买方寄回的包裹，因此，一个摄像头拍得的退货视频实际上对应于多个包裹即多个交易标识。而操作者对一个包裹的全部工作过程实际上可以理解成一个摄像头拍得的退货视频中的一个片段。
可选地，可以对摄像头拍得的退货视频进行分析，从而从其中截取出一个视频片段，此视频片即与交易标识对应的退货视频，一种可选地分析方式，可以是分别确定视频片段的起止位置。
对于已经识别到的交易标识对应的退货视频的起始位置，可选地，摄像头在拍摄退货视频的同时，服务平台也可以获得交易标识。此时，服务平台可以根据获到的交易标识以及交易标识的获取时间对视频进行标注，以通过此标注处理确定出每个交易标识对应的退货视频的起始位置。对于视频片段的终止位置的确定，可选地，一种较为简洁的方式，服务平台可以在得到获取时间之后，根据获取时间以及预设时长确定视频片段的终止位置。比如服务平台接收到交易标识A的获取时间为10：00，预设时长是1分钟，则将10：00～10：01之间拍摄到的退货视频确定为交易标识A对应的退货视频。
其中，对于预设时长可以根据历史经验设定。比如包裹中通常包括一件商品，将此商品的信息展示给摄像头通常需要1分钟，则预设时长就可以设置为1分钟，并将此退货视频与交易标识相关联。
当服务平台通过交易标识查询到对应的需退货商品信息后，便可以根据交易标识的 获取时间、交易标识以及预设时长得到与交易标识对应的退货视频。
S203，对退货视频进行处理，确定退货交易订单的有效性。
最终，服务平台对交易标识对应的退货视频进行识别，以得到实际退货商品信息，此商品信息可以包括商品个数、商品类型、商品型号等等。将实际退货商品信息与需退货商品信息进行比对。若二者一致，则确定商品购买方发起的退货行为有效，退货成功。
本申请实施例中，服务平台确定终端设备确定与退货交易订单对应的交易标识，再根据交易标识获取与退货交易标识对应的退货视频通过对退货视频中拍摄到的实际退货商品进行识别，从而确定商品购买方发起的退货交易订单是否有效，也即是是否退货成功。可见，上述的信息处理方法实际上是一种根据退货视频自动验货并判断退货是否成功的方案，能够提高退货业务的处理效率。
上述实施例中，只提及了退货行为有效的情况。在实际应用中，若实际退货商品信息与需退货商品信息不一致，则服务平台可以确定退货行为无效。此种情况有可能是由于服务平台的图像识别准确度不高，或者是商品购买方邮寄的实际退货商品出现错误而造成的。此时，服务平台可以对无效退货行为对应的交易标识生成一个检验任务，并将此检验任务发送至商品销售方。
具体来说，当服务平台确定出退货无交易订单效后，还可以生成通知消息以通知操作者，此时操作者可以借助终端设备对实际退货商品的各处细节进行拍摄，以得到商品的详细信息，同时还可以借助终端设备选择无效理由等等。然后，将此详细信息、无效理由等内容一并发送至服务平台，以使服务平台生成检验任务。其中，检验任务可以包括：实际退货商品的详细信息、接收到交易标识的时间、需退货商品信息、需退货商品的库存数量、商品购买方以及退货视频等等。同时，操作者可以使用具有拍照功能的扫码枪或者其他具有拍摄功能的电子设备比如手机，对实际退货商品的细节进行拍摄。并且此电子设备可以通过自身展示的操作者的员工标识码与扫码枪进行绑定，员工标识可以表现为二维码或者条形码等。
在商品销售方接收到检验任务后，可以由商品销售方的客服人员处理此检验任务、比如由客服人工检验退货视频中拍得的实际退货商品是否与交易标识对应的需退货商品是否一致。若一致，则确定退货行为有效，客服人员可以通过访问服务平台，以提交校验任务的处理结果。若不一致，则客服人员可以通过即时通信设备与商品购买方沟通协商，以完成商品购买方的退货行为。
另外，在实际验货过程中，为了保证服务平台验货的准确性，还可以将商品购买方的信用等级考虑到验货过程中。图4为本申请实施例提供的又一种信息处理方法的流程图，如图4所示，该信息处理方法可以包括如下步骤：
S301，确定退货交易订单对应的交易标识。
上述步骤301的执行过程与前述实施例的相应步骤相似，可以参见如图3所示实施例中的相关描述，在此不再赘述。
S302，确定退货交易订单对应的商品购买方的信用等级。
商品购买方在购物平台上产生的所有购买记录都会被服务平台所记录。服务平台可以根据商品购买方的历史购买记录、退换货记录、付款记录等方面信息为商品购买方设定一个信用等级。因此，在通过交易标识查询到需退货商品信息的同时，也可以查询到此需退货商品信息的商品购买方以及其的信用等级。
S303，获取与交易标识对应的退货视频，退货视频包括退货交易订单对应的商品在退货验收过程中采集的视频。
上述步骤303的执行过程与前述实施例的相应步骤相似，可以参见如图3所示实施例中的相关描述，在此不再赘述。
S304，基于信用等级，确定退货交易订单的有效性。
将商品购买方的信用等级纳入到确定退货行为是否有效的考虑范围内，可以这样理解：服务平台可以从退货视频中识别出实际退货商品信息，其中，实际退货商品信息可以包括详情信息和非详情信息，详情信息可以是商品的类型、型号等等；非详情信息可以是商品数量。可见，详情信息是一种细粒度的商品信息，非详情信息是一种粗粒度的商品信息。
当信用等级高于设定等级时，表明商品购买方寄回的实际退货商品与需退货商品不符的可能性较低，此时，可以直接将服务平台识别出的实际退货商品的数量和需退货商品信息包括的商品数量进行比对，以确定退货行为的有效性。也就是说由于商品购买方的信用等级较高，因此，可以将确定退货行为是否有效的判断标准相应放宽松一些，也即是仅将实际退货商品信息中粗粒度的商品数量与需退货商品信息中包括的商品数量进行比对，若二者相同则确定商品购买方的退货行为有效。
当信用等级低于设定等级时，表明商品购买方寄回的实际退货商品很有可能与需退货商品不符，此时，则需要对此实际退货商品进行更精细的判断。具体来说，服务平台 可以对退货视频进行识别后，有可能只能识别出实际退货商品信息中的非详情信息，而并不能识别出详情信息，此时，则服务平台会生成提示信息，并将其发送至操作者使用的移动终端。
移动终端接收到此提示信息后，操作者可以利用移动终端来采集实际退货商品的详情信息，比如商品的细节图、商品标号等等，并将此详情信息反馈给服务平台。最终，服务平台可以根据终端设备采集到的详情信息、退货视频以及需退货商品信息来更加精细的确定商品购买方退货行为的有效性。
本实施例实际上是在验货过程中参考了考商品购买方的信用等级，也即是对于信用等级较高的商品购买方，服务平台可以根据查询到的需退货商品信息以及从退货视频中识别出的粗粒度的商品信息，比如商品数量，来确定退货行为的有效性。对于信用等级较低的商品购买方，服务平台可以根据需退货商品信息以及细粒度的商品详情信息确定退货行为的有效性。使用本实施例提供的信息处理方法，在自动验货保证工作效率的同时，还可以根据信用等级实现不同粒度的验货，进一步保证验货结果的准确性。
在实际应用中，为了处理大批量的退货包裹，服务平台中通常包括多个摄像头，且每个摄像头对应于一个操作者。这种情况下，服务平台很有可能出现在同一时间接收到多个交易标识，则这些交易标识对应的监控视频片段也都具有相同的起止时间，也就无法准确的得到交易标识对应的监控视频片段，从而导致退货行为有效性的确定不准确。
为了避免上述问题，图5为本申请实施例提供的又一种信息处理方法的流程图，如图5所示，该信息处理方法可以包括如下步骤：
S401，响应于终端设备与至少一个摄像头中目标摄像头的绑定操作，建立终端设备与目标摄像头的对应关系。
S402，控制目标摄像头采集退货视频。
在操作者使用终端设备正式开始验货之前，可以先对终端设备触发绑定操作，以使服务平台建立起终端设备与目标摄像头之间的对应关系。具体来说，根据上述描述可知，终端设备可以是扫码枪，则操作者在扫描包裹之前，可以先扫描工作台上设置的摄像头标识码，此摄像头即为与此终端设备对应的目标摄像头。终端设备会将摄像头标识码以及终端设备标识码一并发送给服务平台，服务平台在接收到两个标识码后，则会自动建立起终端设备与目标摄像头之间的对应关系。在建立起对应关系的同时，服务平台也可以控制目标摄像头开启，以使其采集退货视频。
在实际应用中，当终端设备的操作者结束工作或者有其他无法继续进行扫描的情况时，终端设备还可以与监控摄像头进行解绑。
一种可选地自动解绑方式，终端设备每扫描到交易标识后都会将其发送至服务平台，则服务平台可以监控获取到相邻两个交易标识之间的时间间隔。若时间间隔大于预设时长，比如1个小时，则可以认为操作者已经无法继续扫码，比如操作者已经下班或者因其他原因离开工作台，此时，服务平台可以自动解绑终端设备与监控摄像头之间的绑定，也即是将二者的对应关系删除。
一种可选地手动解绑方式，操作者可以在终端设备提供的显示屏上触发解绑操作，在服务平台接收到终端设备因响应此解绑操作而产生的通知消息后，便会自动进行解绑。
S403，确定退货交易订单对应的交易标识。
上述步骤403的执行过程与前述实施例的相应步骤相似，可以参见如上述实施例中的相关描述，在此不再赘述。
S404，根据对应关系确定目标摄像头。
S405，从目标监控摄像头采集的退货视频中，获取与交易标识对应的退货视频。
各摄像头开启后，便会对操作者的整个验货过程进行操作。在服务平台接收到包含终端设备标识码的交易标识之后，
操作者使用终端设备进行扫描后，服务平台即可得相应的交易标识以及终端设备的设备标识码，根据设备标识码以及步骤401中建立的对应关系，服务平台则可以直接确定出目标摄像头，此目标摄像头是可以拍摄到操作者对交易标识对应的包裹的验货过程的。然后，再从视频中获取到与交易标识对应的退货视频。
其中，一种可选地退货视频获取方式，操作者先在终端设备上触发监控开始事件即对交易标识进行扫描，此时，服务平台可以接收到此交易标识并记录接收到此交易标识的第一时间。然后，操作者还可以在终端设备上触发监控结束事件，终端设备响应于此操作会向服务平台发送通知消息，服务平台还可以记录下接收到此通知消息的第二时间。然后，根据第一时间和第二时间从目标摄像头拍得的视频中确定出交易标识对应的退货视频。
其中，服务平台可以按照以下方式确定上述的第二时间，从第一时间开始计时，当达到预定时长后，自动确定第二时间；或者将接收到终端设备发送的另一个交易标识的时间确定为上述的第二时间。
S406，对退货视频进行处理，确定退货交易订单的有效性。
上述步骤406的执行过程与前述实施例的相应步骤相似，可以参见如上述实施例中的相关描述，在此不再赘述。
本实施例中，在操作者正式扫描商品购买方邮寄的包裹之前，操作者通过终端设备可以通过扫码的方式完成操作者的终端设备与摄像头绑定。设备绑定后，操作者使用的终端设备在发送交易标识的同时将终端设备的标识码一并发送至服务平台。服务平台则可以根据终端设备的标识码确定出与此终端设备对应的目标摄像头。服务平台再根据接收到交易标识的第一时间为起点从目标摄像头拍摄的视频中截取此交易标识对应退货视频，并进一步确定退货任务是否有效。可见，通过终端设备和摄像头之间的绑定，则可以准确的获取到与交易标识对应的退货视频，也进一步保证验货的准确性。
根据上述描述可知，在验货过程中，操作者起到重要作用，因此，为了避免因非操作人员的非法操作，造成验货失败的情况。一种可选地方式，操作者可以在扫描包裹前，可以先通过终端设备触发登陆操作，服务平台则可以接收到操作者的登陆信息，此登陆信息可以是操作者的员工标识。服务平台根据此登陆信息确定操作者是否具有终端设备的操作权限。只有具有操作权限的操作者才能够执行扫码、辅助完成退货视频拍摄等操作。
举例来说，操作者可以使用扫码枪对用于采集实际退货商品的详情信息的电子设备，比如手机上展示的员工标识进行扫描，以将扫描到的内容发送至服务平台，以使服务平台判断操作者是否具有终端设备的操作权限。
上述图3至图5所示实施例实际上是从服务平台角度上描述整个验货过程的，与此相对的，还可以从终端设备角度来对商品验收进行描述。基于此，图6为本申请实施例提供的另一种信息处理方法的流程图，如图6所示，该信息处理方法可以包括如下步骤：
S501，响应于终端设备对退货交易订单的扫码结果，获取退货交易订单对应的交易标识。
S502，发送交易标识至服务平台。
S503，展示服务平台反馈的退货交易订单对应的退货商品信息，以使操作者根据退货商品信息确定退货交易订单的有效性。
具体来说，终端设备的操作者可以对商品购买方寄回包裹的交易标识进行扫码，此终端设备可以包括扫码枪，并将读取到的交易标识发送至服务平台。服务平台则可以根 据已经建立的关联关系查询到与交易标识对应的退货商品信息。服务平台可以将查询到的需退货商品信息反馈给终端设备，此时操作者便可以通过终端设备的显示屏看到商品信息。操作者可以将包裹打开，以得到商品购买方邮寄的实际退货商品信息。若需退货商品信息和实际退货商品信息一致，则操作者可以确定商品购买方的退货行为有效，操作者还可以通过对终端设备进行操作，将退货行为有效的结果通知至服务平台。
本实施例中，通过一个具有显示加扫码功能的终端设备即可实现验货过程。操作者只需操作一个设备便可完成退货，提高了退货业务的处理效率。
正如图4所示实施例中描述的，在实际应用中，还可以将商品购买方的信用等级考虑到验货过程中，此时，图7为本申请实施例提供的另一种信息处理方法的流程图，如图7所示，该信息处理方法可以包括如下步骤：
S601，响应于终端设备对退货交易订单的扫码结果，获取退货交易订单对应的交易标识。
S602，发送交易标识至服务平台。
上述步骤601至步骤602的执行过程与前述实施例的相应步骤相似，可以参见如图6所示实施例中的相关描述，在此不再赘述。
S603，展示服务平台反馈的提示信息，提示信息表明退货交易订单对应的商品购买方的信用等级低于预设等级。
S604，响应于提示信息的展示，采集实际退货商品的详情信息。
S605，发送详情信息至服务平台，以使服务平台根据详情信息、需退货信息确定退货行为的有效性。
当服务平台查询到商品购买方的信用等级低于预设等级时，则会生成提示信息，并将此提示信息发送至终端设备。终端设备对此提示信息进行展示后，终端设备的操作者会认为此包裹很有是存在异常的，需要更仔细的检验。此时，操作者打开包裹，使用终端设备采集实际退货商品的详情信息，此时终端设备还可以包括具有拍摄功能的电子设备比如手机，通过电子设备将采集到的详情信息发送至服务平台。此时服务平台则可以根据获取到的详情信息以及需退货商品信息确定退货行为的有效性。
需要说明的有，本实施例以及上述各实施例中都记载过终端设备具体可以包括电子设备和扫码枪的情况，此时扫码枪、电子设备以及摄像头之间是一一对应关系，这种关系已经在操作者正式的验货过程之前建立完成并记录于服务平台中。服务平台可以通过 调用此关系来完成自动验货。
在实际应用中，还有可能出现服务平台通过交易标识无法查询到对应的需退货商品信息即交易标识有误的情况，此时，服务平台也会向终端设备发送提示信息。操作者同样会使用终端设备来采集实际退货商品的详情信息，同时，根据图3至图5所示实施例中的描述可知，服务平台包括的摄像头可以对操作者的整个验货过程进行拍摄，以得到退货视频。此种情况下，服务平台则可以根据终端设备采集的详情信息以及摄像头拍得的退货视频共同确定商品购买方的退货行为是否有效。具体过程可以参考图3至图5所示实施例，在此不再赘述。
另外，当终端设备接收并展示服务平台发送的提示信息后，后续确定退货行为有效性的过程都可以是由服务平台执行的。在此过程中，当服务平台接收到终端设备采集到的详情信息后，则会生成一个检验任务，此检验任务中可以包括需退货商品信息、实际退货商品的详情信息，还可以包括退货视频，服务平台对此任务进行处理也即是完成对验货的过程。在服务平台生成检验任务的同时也会生成一个任务通知，以将其发送至终端设备。终端设备在接收到此任务通知后，操作者便可以清晰的知晓，商品购买方的退货行为会有服务平台来确定其的有效性。
S606，展示服务平台发送的退货行为的处理结果。
最终，在服务平台确定出退后行为是否有效后，可以将结果发送至终端设备，终端设备可以接收并展示退货行为的处理结果，以使操作者及时了解到退货行为的处理状态。
在实际应用中，操作者在对交易标识进行扫描之前，还可以对终端设备触发登陆操作，以发送操作者的登陆信息至服务平台。服务平台在确定此操作者具有操作此终端设备的权限后，才会进一步响应此操作者的扫码操作，并接收终端设备发送的交易标识，以避免出现不具有操作权限的人员对终端设备随意使用，导致验货错误的情况。
本实施例中，通过具有即时通信、展示以及拍摄功能的终端设备以及服务平台之间交互能够实现退货物品的检验，并且保证检验准确性。
另外，上述各实施例实际上是对实际退货商品进行验货的过程。在实际退货过程中，还有可能出现消费纠纷的情况，此时，服务平台还会进一步解决此消费纠纷。因此，图8为本申请实施例提供的另一种信息处理方法的流程图，如图8所示，该信息处理方法可以包括如下步骤：
S701，获取用户发起的纠纷处理请求，纠纷处理请求中包括退货交易订单对应的交 易标识。
当用户出现消费纠纷时，此处的用户可以是商品买卖双方中的任一方，其都可以发起纠纷处理请求至服务平台。其中，纠纷处理请求中可以包括与商品购买方触发的退货行为的对应的交易标识，也即是包裹的运单号。
在此需要说明的是，此处的服务平台可以为购物平台提供一个纠纷处理平台，而上述各实施例中提及的服务平台实际上是商品销售方自身的处理平台。
S702，获取与交易标识对应的退货视频，退货视频包括退货交易订单对应的商品在退货验收过程中采集的视频。
S703，根据退货视频响应纠纷处理请求。
接着，服务平台获取与交易标识对应的退货视频，其中退货视频可以是纠纷处理请求中已经携带的内容。服务平台可以根据退货视频解决纠纷，也即是判断买卖双方谁存在问题。
但考虑到已经进行到消费纠纷阶段，因此，为了保证纠纷处理的准确性，服务平台可以在得到交易标识对应的退货视频后，将此退货视频以及交易标识对应的需退货商品信息发送至服务平台的工作人员，以人工判断的方式处理纠纷。待工作人员得出纠纷处理结果后，可以通过服务平台将处理结果通知至买卖双方，也即是对纠纷处理请求进行了响应。
本实施例中，对于已经处于纠纷阶段的消费事件，同样可以利用退货视频来对纠纷处理请求响应。由于纠纷处理的证据是可视性强、造假成本较高的视频，因此，也就可以进一步保证纠纷的处理结果的可信度。
在纠纷处理过程中，同样可以将商品购买方的信用等级考虑进去，因此，图9为本申请实施例提供的另一种信息处理方法的流程图，如图9所示，该信息处理方法可以包括如下步骤：
S801，获取用户发起的纠纷处理请求，纠纷处理请求中包括退货交易订单对应的交易标识。
S802，获取与交易标识对应的退货视频，退货视频包括退货交易订单对应的商品在退货验收过程中采集的视频。
上述步骤801～802的执行过程与前述实施例的相应步骤相似，可以参见如图8所示实施例中的相关描述，在此不再赘述。
S803，确定退货交易订单对应的商品购买方的信用等级。
S804，根据信用等级响应纠纷处理请求。
根据图3至图5所述实施例中的相关描述可知，在验货阶段服务平台已经得到了交易标识对应的需退货商品信息以及商品购买方的信用等级，这些内容在买卖双方发起纠纷处理请求后，可以一并发送给服务平台。此时则可以同时根据监控视频片段，需退货信息以及信用等级来响应纠纷处理请求。
具体来说，当商品购买方的信用等级高于预设等级时，由于其的信用良好，其出现实际退货商品与实际退货商品不符的可能性较小，此时就可以根据退货视频以及需退货商品信息来对纠纷处理请求进行响应。
当商品购买方的信用等级低于预设等级时，商品购买方将错误的商品寄回或者发起恶意纠纷的可能性就大大增加，此时，还可以获取到纠纷处理请求中包含的实际退货信息的详情信息，则可以根据此详情信息、退货视频以及需退货商品信息对纠纷处理请求进行响应。此种情况下，由于详情信息的使用，使得纠纷处理更加仔细。
另外，本实施例中未详细描述的内容可以参见图4所示实施例中的相关描述，在此不再赘述。
本实施例中，在对纠纷处理请求进行处理时，引入了商品购买方的信用等级，对信用等级不同的商品购买方产生的纠纷实行不同精细程度的处理，在保证纠纷处理效率的同时也保证了处理结果的准确性。
以下将详细描述本申请的一个或多个实施例的信息处理装置。本领域技术人员可以理解，这些信息处理装置均可使用市售的硬件组件通过本方案所教导的步骤进行配置来构成。
图10为本申请实施例提供的一种信息处理装置的结构示意图，如图10所示，该装置包括：
采集模块11，用于通过摄像头对退货商品的退货处理过程进行视频采集。
获取模块12，用于获取所述退货商品对应的交易标识。
上传模块13，用于将所述交易标识以及采集到的视频进行绑定上传。
可选地，所述获取模块12，用于响应于终端设备对所述退货商品的扫描，获取所述终端设备识别出的所述退货商品对应的交易标识。
可选地，所述采集模块11，用于响应于终端设备对所述摄像头的扫描，确定所述终 端设备绑定的摄像头；以及控制所述摄像头进行视频采集。
可选地，所述装置还包括：第一确定模块14，用于确定获取到所述交易标识的第一时间和获取到下一个交易标识的第二时间。
生成模块15，用于若所述第一时间和所述第二时间之间的间隔大于预设时长，则生成停止指令，以根据所述停止指令控制所述摄像头停止视频采集。
所述生成模块15，还用于响应于对所述终端设备触发的采集结束事件，生成停止指令，以控制与所述终端设备绑定的摄像头停止视频采集。
所述装置还包括：标注模块16，用于根据获取到所述交易标识的时间，对摄像头采集的视频进行标注。
第二确定模块17，用于根据标注结果从所述摄像头拍得的视频中确定与所述交易标识对应的视频。
所述上传模块13，用于上传所述交易标识和所述摄像头采集到的视频至服务平台，以由所述服务平台对所述交易标识和所述视频进行绑定。
所述上传模块13，用于对获取到的所述交易标识和所述视频进行绑定；以及上传绑定结果至服务平台。
图10所示装置可以执行图2所示实施例的方法，本实施例未详细描述的部分，可参考对图2所示实施例的相关说明。该技术方案的执行过程和技术效果参见图2所示实施例中的描述，在此不再赘述。
以上描述了信息处理装置的内部功能和结构，在一个可能的设计中，信息处理装置的结构可实现为一电子设备，如图11所示，该电子设备可以包括：处理器21和存储器22。其中，所述存储器22用于存储支持该电子设备执行上述图2所示实施例中提供的信息处理方法的程序，所述处理器21被配置为用于执行所述存储器22中存储的程序。
所述程序包括一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器21执行时能够实现如下步骤：
通过摄像头对退货商品的退货处理过程进行视频采集；
获取所述退货商品对应的交易标识；
将所述交易标识以及采集到的视频进行绑定上传。
可选地，所述处理器21还用于执行前述图2所示实施例中的全部或部分步骤。
其中，所述电子设备的结构中还可以包括通信接口23，用于该电子设备与其他设备或通信网络通信。
另外，本申请实施例提供了一种计算机存储介质，用于储存上述电子设备所用的计算机软件指令，其包含用于执行上述图2示方法实施例中信息处理方法所涉及的程序。
图12为本申请实施例提供的另一种信息处理装置的结构示意图，如图12所示，该装置包括：
第一确定模块31，确定退货交易订单对应的交易标识。
获取模块32，用于获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频。
第二确定模块33，用于对所述退货视频进行处理，确定所述退货交易订单的有效性。
可选地，所述第三确定模块34还用于：确定所述退货交易订单对应的商品购买方的信用等级。
所述第二确定模块33，还用于基于所述信用等级，确定所述退货交易订单的有效性。
可选地，所述装置还包括：生成模块35，用于在确定所述退货交易订单无效的情况下，生成检验任务。
发送模块36，用于将所述检验任务发送至与所述退货交易订单对应的商品销售方，以由所述商品销售方处理所述退货交易订单。
可选地，所述装置还包括：组合模块37，用于通过对采集的视频进行分析，将所述视频中的视频片段组合形成所述退货视频。
图12所示装置可以执行图3至图5所示实施例的方法，本实施例未详细描述的部分，可参考对图3至图5所示实施例的相关说明。该技术方案的执行过程和技术效果参见图3至图5所示实施例中的描述，在此不再赘述。
以上描述了信息处理装置的内部功能和结构，在一个可能的设计中，信息处理装置的结构可实现为一电子设备，如图13所示，该电子设备可以包括：处理器41和存储器42。其中，所述存储器42用于存储支持该电子设备执行上述图3至图5所示实施例中提供的信息处理方法的程序，所述处理器41被配置为用于执行所述存储器42中存储的程序。
所述程序包括一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器41执行时能够实现如下步骤：
确定退货交易订单对应的交易标识；
获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频；
对所述退货视频进行处理，确定所述退货交易订单的有效性。
可选地，所述处理器31还用于执行前述图3至图5所示实施例中的全部或部分步骤。
其中，所述电子设备的结构中还可以包括通信接口43，用于该电子设备与其他设备或通信网络通信。
另外，本申请实施例提供了一种计算机存储介质，用于储存上述电子设备所用的计算机软件指令，其包含用于执行上述图3至图5所示方法实施例中信息处理方法所涉及的程序。
图14为本申请实施例提供的又一种信息处理装置的结构示意图，如图14所示，该装置包括：
获取模块51，用于响应于终端设备对退货交易订单的扫码结果，获取所述退货交易订单对应的交易标识。
发送模块52，用于发送所述交易标识至服务平台。
展示模块53，用于展示所述服务平台反馈的所述退货交易订单对应的退货商品信息，以使所述操作者根据所述退货商品信息确定所述退货交易订单的有效性。
图14所示装置可以执行图6至图7所示实施例的方法，本实施例未详细描述的部分，可参考对图6至图7所示实施例的相关说明。该技术方案的执行过程和技术效果参见图6至图7所示实施例中的描述，在此不再赘述。
以上描述了信息处理装置的内部功能和结构，在一个可能的设计中，信息处理装置的结构可实现为一电子设备，如图15所示，该电子设备可以包括：处理器61和存储器62。其中，所述存储器62用于存储支持该电子设备执行上述图6至图7所示实施例中提供的信息处理方法的程序，所述处理器61被配置为用于执行所述存储器62中存储的程序。
所述程序包括一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器61执行时能够实现如下步骤：
响应于终端设备对退货交易订单的扫码结果，获取所述退货交易订单对应的交易标识；
发送所述交易标识至服务平台；
展示所述服务平台反馈的所述退货交易订单对应的退货商品信息，以使所述操作者根据所述退货商品信息确定所述退货交易订单的有效性。
可选地，所述处理器61还用于执行前述图6至图7所示实施例中的全部或部分步骤。
其中，所述电子设备的结构中还可以包括通信接口63，用于该电子设备与其他设备或通信网络通信。
另外，本申请实施例提供了一种计算机存储介质，用于储存上述电子设备所用的计算机软件指令，其包含用于执行上述图6至图7所示方法实施例中信息处理方法所涉及的程序。
图16为本申请实施例提供的又一种信息处理装置的结构示意图，如图16所示，该装置包括：
获取模块71，用于获取用户发起的纠纷处理请求，所述纠纷处理请求中包括退货交易订单对应的交易标识；以及获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频。
响应模块72，用于根据所述退货视频响应所述纠纷处理请求。
图16所示装置可以执行图8至图9所示实施例的方法，本实施例未详细描述的部分，可参考对图8至图9所示实施例的相关说明。该技术方案的执行过程和技术效果参见图8至图9所示实施例中的描述，在此不再赘述。
以上描述了信息处理装置的内部功能和结构，在一个可能的设计中，信息处理装置的结构可实现为一电子设备，如图17所示，该电子设备可以包括：处理器81和存储器82。其中，所述存储器82用于存储支持该电子设备执行上述图8至图9所示实施例中提供的信息处理方法的程序，所述处理器81被配置为用于执行所述存储器82中存储的程序。
所述程序包括一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器81执行时能够实现如下步骤：
获取用户发起的纠纷处理请求，所述纠纷处理请求中包括退货交易订单对应的交易标识；
获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频；
根据所述退货视频响应所述纠纷处理请求。
可选地，所述处理器81还用于执行前述图8至图9所示实施例中的全部或部分步骤。
其中，所述电子设备的结构中还可以包括通信接口83，用于该电子设备与其他设备 或通信网络通信。
另外，本申请实施例提供了一种计算机存储介质，用于储存上述电子设备所用的计算机软件指令，其包含用于执行上述图8至图9所示方法实施例中信息处理方法所涉及的程序。
最后应说明的是：以上实施例仅用以说明本申请的技术方案，而非对其限制；尽管参照前述实施例对本申请进行了详细的说明，本领域的普通技术人员应当理解：其依然可以对前述各实施例所记载的技术方案进行修改，或者对其中部分技术特征进行等同替换；而这些修改或者替换，并不使相应技术方案的本质脱离本申请各实施例技术方案的精神和范围。

Claims (22)

  1. 一种信息处理方法，包括：
    通过摄像头对退货商品的退货处理过程进行视频采集；
    获取所述退货商品对应的交易标识；
    将所述交易标识以及采集到的视频进行绑定上传。
  2. 根据权利要求1所述的方法，所述获取所述退货商品对应的交易标识，包括：
    响应于终端设备对所述退货商品的扫描，获取所述终端设备识别出的所述退货商品对应的交易标识。
  3. 根据权利要求1所述的方法，所述通过摄像头对退货商品的退货处理过程进行视频采集，包括：
    响应于终端设备对所述摄像头的扫描，确定所述终端设备绑定的摄像头；
    控制所述摄像头进行视频采集。
  4. 根据权利要求3所述的方法，所述方法还包括：
    确定获取到所述交易标识的第一时间和获取到下一个交易标识的第二时间；
    若所述第一时间和所述第二时间之间的间隔大于预设时长，则生成停止指令，以根据所述停止指令控制所述摄像头停止视频采集。
  5. 根据权利要求3所述的方法，所述方法还包括：
    响应于对所述终端设备触发的采集结束事件，生成停止指令，以控制与所述终端设备绑定的摄像头停止视频采集。
  6. 根据权利要求1所述的方法，所述方法还包括：
    根据获取到所述交易标识的时间，对摄像头采集的视频进行标注；
    根据标注结果从所述摄像头拍得的视频中确定与所述交易标识对应的视频。
  7. 根据权利要求1所述的方法，所述将所述交易标识以及采集到的视频进行绑定上传，包括：
    上传所述交易标识和所述摄像头采集到的视频至服务平台，以由所述服务平台对所述交易标识和所述视频进行绑定。
  8. 根据权利要求1所述的方法，所述将所述交易标识以及采集到的视频进行绑定上传，包括：
    对获取到的所述交易标识和所述视频进行绑定；
    上传绑定结果至服务平台。
  9. 一种信息处理方法，包括：
    确定退货交易订单对应的交易标识；
    获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频；
    对所述退货视频进行处理，确定所述退货交易订单的有效性。
  10. 根据权利要求9所述的方法，所述方法还包括：
    确定所述退货交易订单对应的商品购买方的信用等级；
    所述确定所述退货交易订单的有效性，还包括：
    基于所述信用等级，确定所述退货交易订单的有效性。
  11. 根据权利要求9所述的方法，所述方法还包括：
    在确定所述退货交易订单无效的情况下，生成检验任务；
    将所述检验任务发送至与所述退货交易订单对应的商品销售方，以由所述商品销售方处理所述退货交易订单。
  12. 根据权利要求9所述的方法，所述方法还包括：
    通过对采集的视频进行分析，将采集的视频中的视频片段组合形成所述退货视频。
  13. 一种信息处理方法，包括：
    响应于终端设备对退货交易订单的扫码结果，获取所述退货交易订单对应的交易标识；
    发送所述交易标识至服务平台；
    展示所述服务平台反馈的所述退货交易订单对应的退货商品信息，以使操作者根据所述退货商品信息确定所述退货交易订单的有效性。
  14. 一种信息处理方法，包括：
    获取用户发起的纠纷处理请求，所述纠纷处理请求中包括退货交易订单对应的交易标识；
    获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频；
    根据所述退货视频响应所述纠纷处理请求。
  15. 一种信息处理装置，其特征在于，包括：
    采集模块，用于通过摄像头对退货商品的退货处理过程进行视频采集；
    获取模块，用于获取所述退货商品对应的交易标识；
    上传模块，用于将所述交易标识以及采集到的视频进行绑定上传。
  16. 一种电子设备，其特征在于，包括：存储器、处理器；
    其中，所述存储器用于存储一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器执行时实现如权利要求1至8中任一项所述的信息处理方法。
  17. 一种信息处理装置，包括：
    第一确定模块，用于确定退货交易订单对应的交易标识；
    获取模块，获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频；
    第二确定模块，对所述退货视频进行处理，确定所述退货交易订单的有效性。
  18. 一种电子设备，包括：存储器、处理器；
    其中，所述存储器用于存储一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器执行时实现如权利要求9至12中任一项所述的信息处理方法。
  19. 一种信息处理装置，包括：
    获取模块，用于响应于终端设备对退货交易订单的扫码结果，获取所述退货交易订单对应的交易标识；
    发送模块，用于发送所述交易标识至服务平台；
    展示模块，用于展示所述服务平台反馈的所述退货交易订单对应的退货商品信息，以使操作者根据所述退货商品信息确定所述退货交易订单的有效性。
  20. 一种电子设备，包括：存储器、处理器；
    其中，所述存储器用于存储一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器执行时实现如权利要求13所述的信息处理方法。
  21. 一种信息处理装置，包括：
    获取模块，用于获取用户发起的纠纷处理请求，所述纠纷处理请求中包括退货交易订单对应的交易标识；以及获取与所述交易标识对应的退货视频，所述退货视频包括所述退货交易订单对应的商品在退货验收过程中采集的视频；
    响应模块，用于根据所述退货视频响应所述纠纷处理请求。
  22. 一种电子设备，包括：存储器、处理器；
    其中，所述存储器用于存储一条或多条计算机指令，其中，所述一条或多条计算机指令被所述处理器执行时实现如权利要求14所述的信息处理方法。
PCT/CN2021/076991 2020-02-28 2021-02-20 信息处理方法、装置和电子设备 WO2021169857A1 (zh)

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