目录(分册二)第一部分协议................................................1一、用户协议.....................................................................................................................................1二、商家协议.....................................................................................................................................6第二部分流程...............................................13一、网站运营系统流程.................................................................................................................13二、用户购物流程..........................................................................................................................14三、用户支付流程..........................................................................................................................15四、用户退换货流程......................................................................................................................16五、用户投诉受理流程.................................................................................................................16六、商家入驻流程..........................................................................................................................18七、仓储管理流程..........................................................................................................................20八、配送流程...................................................................................................................................21第三部分政策...............................................22一、积分说明...................................................................................................................................22二、评论规则说明..........................................................................................................................23三、商城”淘马卡”说明.............................................................................................................23四、优惠券说明...............................................................................................................................25五、退换货说明...............................................................................................................................25六、退款政策...................................................................................................................................28七、手机退换货政策......................................................................................................................28八、支付方式说明..........................................................................................................................30九、货到付款...................................................................................................................................31十、发票说明...................................................................................................................................31十一、手机话费充值说明.............................................................................................................32十二、酒店景点预定说明.............................................................................................................33十三、居民生活缴费服务说明......................