跨境电商售后客服模板
跨境电商客服通用回复模板
❖特殊情况导致物流延误沟通模板1-节假日导致延误Dear {{buyer}},Thank you for purchasing and prompt payment. However, we’ll have the National Holiday from __________. During that time, all the shipping service will not be available and may cause the shipping delay for several days.Thanks for your understanding and your patience is much appreciated. If you have any other concerns, pls. just let us know.Keep in touch.Thanks.Yours,{{sellerName}}亲爱的{{buyer}}，感谢您购买并及时付款。
但是，我们将从__________获得国家假日。
在此期间，所有送货服务将无法使用，并可能导致运输延迟数天。
感谢您的理解，我们非常感谢您的耐心等待。
如果您有任何其他问题，请。
请告诉我们。
保持联系。
谢谢。
此致，❖成交后沟通六步走邮件模板2-当物品发出以后A（挂号）Dear valued customer,The postman just picked up YOUR item from our office. It is estimated to arrive in 7-10 days in normal conditions. If not, please don’t hesitate to contact us.Here is the tracking number of your parcel {{trackNumber}}, and you can logon https:///en to view the updated shipment, which will be shown in 1-2 business days.Here are some Kind Reminders from eBay on rating seller’s postage time and shipping charge: /help/feedback/detailed-seller-ratings.html. We warmly welcome your feedback.1. When rating sellers on postage time, RATE THE SELLER ON THE TIME IT TOOK THEM TO ** THE ITEM, NOT THE TIME IT TOOK YOU TO RECEIVE THE ITEM. You shouldn’t hold sellers responsible for delays in ** services, international custom delays or for the time it took for your payment to clear.2. When rating the seller on postage and handling charges, remember that sellers may charge actual packaging materials costs and a reasonable handling fee to cover the seller’s time and direct costs associated with postage. For international transactions, you may also be responsible for duties, taxes, and customs clearance fees as requested by country laws.Thanks again for your great purchase and great understanding. We sincerely hope our item and customer service can give you the BEST BUYING EXPERIENCE on eBay.Yours Sincerely,{{sellerName}}尊敬的客户，邮递员刚从办公室领取你的物品。
电商平台购物售后服务模板
电商平台购物售后服务模板尊敬的客户：感谢您选择我们的电商平台进行购物。
为了保障您的权益，我们提供了以下售后服务模板，以便您在购物后遇到任何问题时能够得到及时的解决和满意的答复。
一、退货政策1. 如果您在收到商品后发现商品存在质量问题或与您购买的商品不符，请您在收到商品后的7个工作日内联系我们的客服人员，并提供相关的订单信息和问题描述。
2. 我们将根据您提供的情况进行核实，并在核实后的3个工作日内给予您答复。
如果确认存在质量问题或与您购买的商品不符，我们将为您提供退货服务。
3. 退货时，请确保商品的完好和原装，包括商品本身、配件、包装等。
我们将在收到退货商品后的3个工作日内进行退款处理。
二、换货政策1. 如果您在收到商品后发现商品存在质量问题或与您购买的商品不符，请您在收到商品后的7个工作日内联系我们的客服人员，并提供相关的订单信息和问题描述。
2. 我们将根据您提供的情况进行核实，并在核实后的3个工作日内给予您答复。
如果确认存在质量问题或与您购买的商品不符，我们将为您提供换货服务。
3. 换货时，请确保商品的完好和原装，包括商品本身、配件、包装等。
我们将在收到换货商品后的3个工作日内进行换货处理。
三、维修政策1. 如果您在收到商品后发现商品存在质量问题，请您在收到商品后的7个工作日内联系我们的客服人员，并提供相关的订单信息和问题描述。
2. 我们将根据您提供的情况进行核实，并在核实后的3个工作日内给予您答复。
如果确认存在质量问题，我们将为您提供维修服务。
3. 维修时，请确保商品的完好和原装，包括商品本身、配件、包装等。
我们将在收到维修商品后的7个工作日内进行维修处理。
四、退款政策1. 如果您在收到商品后发现商品存在质量问题或与您购买的商品不符，请您在收到商品后的7个工作日内联系我们的客服人员，并提供相关的订单信息和问题描述。
2. 我们将根据您提供的情况进行核实，并在核实后的3个工作日内给予您答复。
如果确认存在质量问题或与您购买的商品不符，我们将为您提供退款服务。
跨境电商英语售后范文
跨境电商英语售后范文英文回答：Dear [Customer name],。
Thank you for reaching out to us regarding the issue you are experiencing with your order. We understand that this can be frustrating, and we apologize for any inconvenience it may have caused.We have reviewed your order and confirmed that the item you received is different from the one you ordered. We sincerely apologize for this error. We have already processed a refund for the incorrect item, and a new order for the correct item has been placed.The new order is expected to be delivered within [Number] business days. We will keep you updated on its progress. In the meantime, please feel free to contact usif you have any further questions or concerns.We value your business and appreciate your understanding.Sincerely,。
[Customer service name]中文回答：尊敬的 [客户姓名]，。
感谢您联系我们，反映您订单遇到的问题。
跨境卖家售后邮件回复模板
1、买家询问物品细节的问题(1）关于尺寸示例：一位美国买家告诉你她平时穿US 8码的连衣裙，想咨询从你这她应该买哪一个尺码，你回复她 M号比较适合。
问题：Hello, seller, I wear US size 8 , could you give me some advice on which size I should buy from you?回答：Hello, dear customer , size M of this dress will fit you pretty well. Please feel free to contact us if you have any other questions. Thanks!(2）关于合并运费示例：当买家一次性购买多件商品时，可能会向你提出合并运费的要求，你可以通过修改并发送电子发票（invoice）的形式，对买家购买的多件商品只收取一次运费。
在电子发票发送成功后，及时告知买家运费巳合并，让买家直接通过电子发票进行支付。
问题：Hello, seller, can the shipping fee be pa id together as I’ve bought several items from you?Please. send me just in one package, thanks!回答：Hello , dear customer , thanks for your business!We have combined the shipping already and only charge you the shipping fee once. You can check the invoic e I’ve just sent to you and please. make the payment through the invoice directly. Please feel free to contact us if you have any other questions. Thanks!3、关税问题问题：Are there any import taxes or customs charges that I need to be aware of if I purchase this and have it shipped to Louisiana in the United States?回答：Thank you for your inquiry. I understand that you are worrying about any possible extra expense for this item. According to past experience, it did not involve any extra expense at buyer sid e for similar small or low cost items. Please do not worry about it too much.However , in some individual cases, buyer might need to take some import taxes or customs charges in import countries. As to specific rates, please consult your local custom office. Appreciate for your understanding.Yours Sincerely,Seller Name or ID4、关于大量订单询价问题：Hello, I want to order ××××pieces for this item , how about the price?回答：Dear buyer,Thanks for your inquiry. We cherish this chance to do business with you very much. The order of a single sample product costs $ ××××USD with shipping fees included. If you order ××× pieces in one order , we can offer you the bulk price of ×××× USO/piece with free shipping. I look forward to your reply. Regards!5、支付方式问题：Do you accept check or bank transfer? I do not have a PayPal account.回答：Thank you for your inquiry.For the sake of simplifying the process, I suggest that you pay through PayPal. As you know, it always takes at least 2-3 months to clear international check so that the dealing and shipping time will cost too much time.PayPal is a faster, easier and safer payment method. It is widely used in international on line business. Even if you do not want to register a PayPal account, you can still use your credit card to go through checkout process without any extra steps.Hope my answer is helpful to you.Yours Sincerely,Seller Name or ID6、还价问题：Hello, I can give 100 dollars. Is it OK?回答：Thank you for your interest in my item.We are sorry for that we can’t offer y ou that low price you bargained. In fact the price listed is very reasonable and has been carefully calculated and our profit margin is already very limited.However , we’d like to offer you some discoun t if you purchase more than 5 pieces in one order, ×% discount will be given to you.Please let me know if you have any further questions. Thanks! Yours Sincerely.Seller Name or ID。
跨境电商订单全程跟单模板
订单全程跟踪模板好的沟通能减少很多与买家之间不必要的纠纷，我们需要结合我们客观的优质产品和服务，大力提升订单转化率以及买家的回头率。
有问题多跟客户沟通确认,加深客户对我们店铺的印象，培养成老客户大客户。
今天主要讲解订单全程跟踪流程及一些个人建议模板。
1.未付款订单的催款模板（可以根据自己店铺产品进行修改补充）Dear xxx,Thank you for your order xxx（order No.）,but the order is still unpaid. If there's anything we can help with(such as the price,size,color and so on), please feel free to contact us. after the payment is confirmed, we will ship it out ASAP.Thank you!Best Regards!xxx2.催款留言后还没付款Hello Dear friend,We have the stock for your order,please make payment timely.Have any problem about order please let me know.Thank you!(最后我们还可以适当给一点点折扣来促使买家付款；We reduced price by $1 discount,after the payment is confirmed, we will ship it out ASAP.thank you)3.一些高风险平台未审核通过订单（敦煌平台），及时告诉客户Dear xxx,Thank you for your order xxx（order No.）,but the order is not verified by DHgate.Could you kindly contact with DHgate Service,Have any problems please feel free to contact us. after the payment is confirmed, we will ship it out ASAP.Thank you!Best Regards!xxx4.买家直接付款完成的订单，给客户发送订单确认站内信并告知客户预计发货时间Dear xxx,Thank you for your payment for thr xxx order ,we will ship it out within 2 days(or 3-4 days) .If you have any question, please feel free to contact us.Thank you so much !Best Regards5.填写了发货通知后告知买家订单当前状况（订单号，物流跟踪单号，运输方式，预计派送日期等）Dear friend,Your ordered has been shipped out by ePacket(DHL,UPS,Fedex),The Tracking No. is xxx.the estimated arrive time is 15-25 business days.You also can tracking it here:https:///enHoping you can get it soon. Thank you!Best Regards6.超过一周还未更新物流信息，让买家再等等Dear friend,Good day!As we know,It is busiest shopping season,So Your delivery info have not been updated,But do not be worry about it,When the tracking info update We will update the info to you ASAP.Thank you for your patience!Kind Regards!7.货在路上Dear Friend,Your item's status info as below:xxxxxI hope you can receive it soon,when you receive order if any problem please feel free to contact us.Thank you!Best regards8.不确定客户是否收到货Dear Friend,Good day!Order received now? everything's ok? if yes,please leave us 5 stars review,Have any problem please tell us.thank youBest regards9.货物已经处于签收状态，提醒卖家进行确认收货并给予好评Dear friend,How are you?We note your order has been delivered already,Pls kindly make sure your items have arrived in good condition,Have any problems pls kindly contact with us freely.If you like it please leave us 5 stars feedback and positive comments for us.thank you!Best regards10.客户已经给好评Dear friend,Thank you so much for your feedback,it's a great encouragement to us. Welcome to our shop again and please book mark our store.Hoping we can get your new order soon!Thank you again!Best Regards11.提醒买家给自己留评价Dear friend,How are you?We are striving to improve ourselves in terms of better service, quality, shipping, etc. It would be highly appreciated if you could leave us 5 stars feedback, which will be a great encouragement for us. If there's anything I can help with, please don't hesitate to tell us.Best Regards12.给客户评价A.Very nice customer,thank you very much for your support.B.Thank you so much for your 5 stars review.Hoping we can get your new order soon!C.Thank you very much for your feebdack,your support is a great encouragement to us,we will do our best.13.客户投诉产品有质量问题（表示歉意，并愿意配合解决问题，承诺下次购买能给予折扣），跟进订单实际情况进行修改Dear xxx,I am so sorry to hear about that.We have been carefully check the product and package to make sure everything was in good condition before it ship out.Maybe it damage during the transportation.But I am still very sorry for the inconvenience brought to you.I guarantee We will give you more discount to make this up from your next time.Thank you so much for your understanding!Kind Regards!Xxx14 订单产品断货，推荐类似产品给客户（顺便提醒通知下架的产品一定及时下）Dear xxx,Thank you so much for your order.But we are so sorry the item you ordered are out of stock now.I will check when it will be available again.Here are some similar styles for your reference,Pls kindly check if you like it.Have any problems pls kindly contact with me.Thank you for your understanding!Kind Regards！Xxx15.折扣产品推荐（或是让客户多下一点，升级快的快递）Dear xxx，Good day!Thank you for your order.Here are some items are make big discount for promotion.Could you kindly check if you like it.(you need more this bracelet?If you order 20usd more,We can ship out by Fedex or ups in free for you).Have any problems pls contact me freely.Thanks& Best Regards!Xxx16.向买家推荐新品（圣诞节/夏季新款/新年等节日畅销款推荐）Dear xxx，As the Christmas/new year/...is coming,We have some this hot sale products for your reference,Here are the link for you:.....If you need any other products pls send us the picture,We will quote for you.Thank you!17.放假提醒及催单（趁着提醒放假叫客户下单备货）Dear xxx,Good day!How are you! Long time no contact and hope everything goes well with you. Pls kindly be note that The Chinese New Year Holiday (National Day Holiday/....)will be start about Jan.21th to Jan.31th.Pls place the order in advance.Thank you!Kind Regards!。
亚马逊邮件回复模板跨境电商回复邮件模版
要求退款的解决方案
2.根据退款原因，解决方案如下： A. 买了自发货了，可以跟客人说明大概多久能到FBA，多少时间产品会送达他家，如果客人可 以接受，就可以继续等几天看看；如果客人坚持退款，就给客人退款，后期FBA 到了，可以 再次尝试联系一下客人，问客人是否需要再次下单。 B. FBA 订单显示pending，给客人路径，联系亚马逊，说明情况货物是亚马逊负责派送的，联 系亚马逊可以快的解决问题。 C. 下错订单了（若亚马逊配送），可以让客人自己联系亚马逊取消订单，亚马逊那边会及时 给客人退款；如果是自发货订单，我们就直接给客人取消订单，告诉客人已经退款，钱会在 2-3个工作日内到达他们银行卡账户。 D. 如果产品没有达到客人的期望，如果店里还有其他不错的产品可以满足客人这一需求的， 可以推荐给客人，让他重新下单 E. 刚开始使用有问题，可以问一下客人意见，是否愿意换个新的重新尝试；使用了半年或者 一年，给客人退一半的钱，看客人愿不愿意接受
退款--FBA订单一直显示pending
Dear XX, Thank you for your purchase with us. We sincerely apologize for the inconvenience. The item will be shipped by Amazon, who will take all responsible for all delivery issue. Could you please contact Amazon for help in time? It will help you solve the probem soonest. Please follow these steps to contact Amazon buyser service: Open Amazon website--sign in your account--click help--find your order If the problem cannot be solve in time, please contact us again, and we will take the further step. Thank you and your understanding will be highly appreciated. Best regards, XXX, Highway Techbuy
项目九 跨境电商客户服务之速卖通订单类型+经典客服回复模板(老师根据实际内容调整)
了解买家- 举例 1
2015年9月注册的买家， 无评价 新手买家 ？从不评价？ --- 不是重点催付对象，看客服的工作量
了解买家- 举例 2
第一步：客服对应动作 - 了解买家未付款的原因
Dear Valuable Customer,（直接用客户名字代替） Thank you for the order. The item you selected is A high quality one with competitive price. You would like it. Instant payment can ensure earlier arrangement to avoid short of stock.
因）
2、另外一种下单—未付款（巴西）
3、订单又来了
已付款-审核未通过
风控未通过订单的回应模板
态度是什么：客户虐我千百遍，我待客户如初恋。
•Dear Valuable Customer, •Thanks for your order, •But we are so sorry to tell you that funds are not approved, •Whether there is a problem for your bank card? •We are looking forward to your reply. •Thank you again. •Sincerely
2、关怀客户-物流动态（中间跟踪）
•Dear customers, •Thanks for your patient waiting. •we'd like to inform you that your order has been Arrived in your country. So pleases kindly pay much more Attention to your order. Your attention helps us to track order status in A better way.
跨境电商一线客服邮件模版(中英文对照)
跨境电商一线客服邮件模板（中英文对照）1. 客人下订单时没有留电话号码: 发货必须要有电话号码Dear Sir/Madam,Thank you for your order. Could you please tell us your telephone number which is veryimportant for us to ship your items out, please kindly advise us this, many thanks.We await your early reply.Best RegardsCustomer Service2. 断货：客人下了订单，可是他下的那双鞋子正好没有货，我们会写信看他是不是愿意换一双，客服人员必须及时联系客人。
有下面几种常见情况：a)客人只下了一双且没货b)客人的订单一共有N双鞋子，其中一双没货，问他要重新换一双，还是取消这一双发有货的那几双，取消的那双可以退款给他。
c) 一般情况下客人换款，价格没有超过很多的话我们都可以接受。
有的客人换的款比原来的便宜一点点，要求退款给他，可以问一下客人是不是可以发一双nike的袜子给他抵了差价，如果客人坚决不同意的话也可以退款a) Dear Sir/Madam,Thank you for your order. Here we are writing to inform you the trainers you ordered are not available and will be out of stock in the near future, so could you please choose another one to replace? If you agree to change please kindly advise us the link in our website and then we will prepare these for you, thank you in advance.Your earliest reply will be highly appreciated.Kind RegardsCustomer Serviceb)Dear Sir/ Madam,In reply to your email, we regret to inform you that item you required ******is out of stock and will not in stock in the near future as we are not sure of the specific date for this item to be in stock. Since in this case, we would like to know whether you can choose other kinds of iteminstead or only dispatch the in stock item which you ordered first. Please kindly advise, thanks.If you agree to change another item, please send us the link where the item in our site. Besides, we will refund the payment if there is not other style of shoes you like to change.We are looking forward to your early reply, thank you!Best RegardsCustomer Servicec)3. 发货通知：发货之后，需要写信给客人，告知运单号和查询包裹信息的网站。
跨境电商营销实务课件项目七 跨境电商客户服务与评价管理
1
任务分析
优质的客户服务是加强跨境电商客户体验及销售的关键。 跨境电商面对的客户是来自全球各地的，除了产品以外，客户 在店铺购买商品时会遇到各种各样的问题，如售前对商品的咨 询、付款后对物流状态的追踪、售后收到货后对商品质量和使 用的相关问题等。跨境电商只有做好客户服务工作才能赢得客 户，不断扩大店铺的影首先，跨境电商客户服务人员具备发现潜在大客户的敏锐性。 其次，跨境电商客户服务人员应该了解店铺产品交易的成本预算。 最后，跨境电商客户服务人员应了解目的国消费者，了解目的国 的风土人情。
CONTENTS
04
1. 国际版阿里旺旺Alitalk
部分跨境电商平台还开发了自己的即时在线通信工具，而所谓即时在 线通信工具，即为供跨境电商客户服务人员与客户进行在线交流的软件。
04
4. Viber
Viber是一种智能手机用的跨平台网络电话及即时通讯软件，相比 其他聊天软件来说，Viber 更高效快捷。Viber用户无需注册或付款，只 要买家和卖家双方都安装这套软件就能彼此免费通讯。
用户用手机注册成功后，装上软件，同步到通讯录，就可以跟远在 国外的使用同类软件的朋友畅所欲言了，普通流量就可以拥有高音质的 服务。跨境电商客户服务人员可以通过无线网络或UMTS，与其他地区 国外客户进行免费通话及传送短信、图片、视频和音频媒体。目前Viber 支持包括中文在内的多国语言。
CONTENTS
01
1.跨境电商客服含义
跨境电商客户服务是指在开设跨境电商店铺的新型商业活动 中，通过利用各种通信方式为境外买家提供全方位的客户服务， 包括了解客户需求、帮助客户解决问题、促进网店产品销售等的 业务问题。跨境电商客户服务在店铺的推广、产品的销售以及售 后客服维护方面均起到了极为重要的作用。
【必看实用干货】跨境电商敦煌网、速卖通必备模板：订单&纠纷中联系买家模板集锦
1、纠纷前①发货后通知买家发货，并提供运单号&查询网址等信息Dear Customer,Thank you for shopping with us.We have dispatched your order (order No: xxx) on January 20th by EMS. The tracking number is xxx. It should take 5-10 business days to reach your destination. Please check the tracking information here: w for updates. Thank you for your patience!If you have any further questions, please feel free to contact me.Best Regards,the seller ID②包裹显示在途，请买家耐心等待Dear Customer,Thank you for your patience.We confirmed that your order was mailed (order No: xxx) on January 20th. However, the tracking information shows it’s still on the way. We were informed that the package did not arrive yet due to a shipping delay from the delivery company.If you do not receive your package before January 20th, we can resend your order or apply a full refund to you as per your choice.If you have any further questions, please feel free to contact us directly and we will be glad to assist you.Best Regards,the seller ID③包裹扣关希望买家联系清关Dear Customer,We have checked the tracking information and found your package has now arrived at your country’s customs agency.If your package is delayed, please consult your local customs office to resolve the problem.If you have any further questions, please feel free to contact me.Best Regards,the seller ID④官网查询买家已签收包裹，提醒买家确认收货并留好评Dear Customer,The delivery tracking information shows that your order (order No: xxx) has arrived to your shipping address. Please make sure your items have been received in good order and then confirm satisfactory delivery.If you are satisfied with your purchase and our service, we will greatly appreciate if you give us a positive rating and share positive feedback on your experience with us to help inform others.If you have any questions or problems, please contact us directly for assistance and we will be glad to assist you.Best Regards,the seller ID2、纠纷开启时①买家投诉货物与描述不符，请买家根据问题类型提供相应的证据Dear Customer,We sincerely regret that the items you’ve received in order XXXXX were not as described. Our goal is to resolve any dispute as quickly and conveniently as possible.Choice #1: You have claimed the items did not work/work properly. As such, we must ask that you please make a video recording to illustrate this issue and send them directly to my email: XXXXXXXX. This will allow us to verify the problem and help resolve it to your satisfaction.Choice #2: You have claimed the items did not work/work properly. As such, we must ask that you please take some photos to illustrate this issue and send them to my email: XXXXXXXX. This will allow us to verify the problem and help resolve it to your satisfaction.We apologize for the inconvenience and look forward to hearing from you.Best Regards,the seller ID②包裹扣关，请买家支付关税清关（确定是买家承担关税的情况）Dear Customer,We sincerely regret that your shipment has been detained by customs. Please contact your local customs office directly to make arrangements to pick up your parcel.As you may be aware, you will need to pay an import tax or customs fee according to your country’s customs policy, regardless of your order size.If you have any further questions, please feel free to contact me.Best Regards,the seller ID③货物在途Dear Customer,We sincerely regret that you’ve yet to receive your shipment. We have looked into this matter, and can share the following information about your order (No. XXXXX):Tracking No: XXXXXXXStatus: XXXXXXXShipped Date: XXXXXXXStandard shipping times are approximately 7-15 business days, however with increased holiday demand there may be a delay in international delivery times. We promise a full refund including original shipping charge if the item is not delivered in XXXX days after receipt of payment. Your satisfaction is our utmost priority; please contact us if you have any concerns.We apologize for the inconvenience. Your understanding is greatly appreciated.Best Regards,the seller ID④货物丢失，询问买家是否愿意重新发货Dear Customer,We sincerely regret that you haven’t received your parcel yet. We can confirm that we sent your order on January 10, 2014; however, we were informed by the shipping company that the package has been delayed due to problems on their end.We can arrange reshipment or a full refund to you. Please let us know what is your preferred option and we’ll resolve this matter as quickly as possible.We apologize for the inconvenience. Your understanding is greatly appreciated.Best Regards,the seller ID⑤货物丢失，买家同意重新发货Dear Customer,We would like to confirm that we sent your order on January 10, 2014; however, we were informed the package has not yet arrived due to shipping delays at the shipping company.According to our agreement, we have re-sent your order by EMS, with a new tracking number of: XXX. It typically takes 7-10 business days to arrive to your destination.We apologize for the inconvenience and thank you for your patience.Best Regards,the seller ID⑥卖家做出了各种努力但是纠纷仍升级为平台纠纷，回复买家Dear Customer,We sincerely regret that we have been unable to come to terms thus far but we hope to bring this matter to a successful resolution. Regardless of the outcome, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.If we can be of further assistance, please feel free to contact me.Best Regards,the seller ID3、升级为平台纠纷①看到买家提供的证据后，给到部分退款或者退货退款的建议Dear Customer,We sincerely regret that we have been unable to come to terms thus far but we hope to bring this matter to a successful resolution. As such, we would like to offer you the following options:1. Keep your ordered item(s) and accept a partial refund. It is possible to receive a partial refund of $XXX.XX (USD).2. Return and Refund. If you decide not to keep your ordered item(s), you can still return your order to XXXXXXXX and receive a full refund. However, you would be responsible for all return shipping fees.Whatever you decide, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.If you have any questions, please feel free to contact me.Best Regards,the seller ID②买家将纠纷升级为平台纠纷，告诉买家已提供证据给敦煌网，等待纠纷专员裁决Dear Customer,We sincerely regret that we have been unable to come to terms regarding your order (no: XXXXX) but we hope to bring this matter to a successful resolution.We have provided photo and/or video evidence to DHgate, and so the present status of the dispute is awaiting DHgat e’s arbitration.Whatever the outcome, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.If you have any questions, please feel free to contact me.Best Regards,the seller ID③平台裁决退货退款，再次告诉买家退货地址，并表达希望后续继续交易的期望Dear Customer,We are pleased to inform you that as a result of DHgate’s arbitration, we may bring the dispute to a successful resolution. Regarding your order (No. XXXX), you are eligible for a return or refund.We ha ve already provided our return address on DHgate but we’ll confirm it here as well:Contact name:Address:Zip Code:Tel: (very important for us receive the item)Please also be reminded:1. Returned goods must remain intact and in original condition2. Remember to mark "Order No." and “Returned Goods" on the parcel.Please let me know your shipment tracking number so we may be able to better ensure there are no shipping delays and we can apply your refund to you as quickly as possible.We appreciate your cooperation and thank you for giving us the opportunity to serve you.Best Regards,the seller ID④退货后，通知买家收到货，表达希望后续继续交易的期望Dear Customer,This is to confirm that we have received your returned items and we will inform DHgate to apply a full refund for you.We apologize for the inconvenience and thank you for your patience.We do appreciate your business and hope that you’ll give us the opportunity to serve you again in the future.Best Regards, the seller ID。
(英语版)亚马逊售中售后邮件模板
英语版各类售后邮件模板场景一、因节假日导致的物流延误，买家来信询问Dear {$BuyerName},Thank you for purchasing and prompt payment.However, we’ll have the {节日名称} from{时间区间}. During that time, all the shipping service will not be available, which may cause a delay of the shipment for seveal days.Thanks for your understanding and your patience is much appreciated. Please let us know if you have any questions or concerns.Keep in touch. Thanks.Sincerely yours,{$ShopName} After-sales Customer Services场景二、因自然灾害导致的物流延误，买家来信询问Dear {$BuyerName},We’re sorry to inform of you that your item may be delayed for the {自然灾害}.Due to this {自然灾害}, airline/ocean shipping to {目的地} has been cancelled, which directly made your parcel was delayed.Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue.Please let us know if you have any questions or concerns.Keep in touch.Thanks.Sincerely yours,{$ShopName} After-sales Customer Services场景三、因海关安检力度加强导致物流延误，买家来信询问Dear {$BuyerName},We’re sorry to inform of you that your item may be delayed for the stricter customs inspection.We just got the notice that all packets from all countries to {目的地} would be subject to stricter screening by the customs.Due to the intensive customs control and screening, the shipping time to {目的地} will be longer than normal.Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue.Please let us know if you have any questions or concerns. Keep in touch.Thanks.Sincerely yours,{$ShopName} After-sales Customer Services场景四、约定到货期限已过但对方并未收到货，买家来信表达愤怒Dear {$BuyerName},We are sorry for the long-time waiting and we quite understand thet waiting is always something hard to endure. Your item had been shipped on {送达时间} ,it got delayed by the {这边尽量写上不可抗力的原因}. So the shipment usually takes {预计时长} business days.Could you please wait for another two weeks? If the package still not arrive in due, please contact us and we will do our best to solve it and offer you a satisfactory service.Or if you do not want to wait any more, we are willing to offer a refund you as our sincere apology, and it’s really kind of you to return the payment when you get the item.Please tell us which one you would prefer? We just want you to know that your satisfaction is always our top priority.Looking forward to your reply.Sincerely yours,{$ShopName} After-sales Customer Services场景五、物流显示已妥投，但买家来信表示未收到货Dear {$BuyerName},We have checked the real-time logistics information of {$OrderId} when we receive your mail at once, and it shows that the post have delivered to you.You could check on the website:{具体查询网站}.And could you kindly ask your neighbour or your family if anyone picked your package?So we can provide the tracking number {物流跟踪号} to you and suggest you to check with the clerk in your local post with the number.Please let us know if you have any questions or concerns.Keep in touch. Sincerely yours,{$ShopName} After-sales Customer Services场景六、买家想取消订单，但卖家已发货Dear {$BuyerName},Sorry to hear that you would like to cancel the order {$OrderId}.We have to say sorry that it has been sent out. We can not stop the shipment. Maybe you can have put it on first and see if it is suitable after you receive the item. The {商品名称}may be quite suitable for you, to say the least, if you don’t like it, you can give it to your relatives or friends as a gift.Sorry for the inconvenience and hope you can get it soon. Please let us know if you have any questions or concerns. Keep in touch. We will try our best to solve it for you.Have a nice day!Sincerely yours,{$ShopName} After-sales Customer Services场景七、买家收到货但因商品尺寸不合适想退货退款，卖家与之进一步沟通Dear {$BuyerName},We really appreciate your great support on us.But sorry for the inconvenience that the {商品名称} did not fit you. Will it be possible to give others as a gift? Or how about we make you a {具体金额} refund as a way to make up for this?If you insist on returning it back, we will go to the further step. Please tell us which way you would prefer? We just want you to know that your satisfaction is always our top priority.Looking forward to your reply!Sincerely yours,{$ShopName} After-sales Customer Services场景八、买家投诉或来信告知卖家发错颜色、商品或商品有缺陷等，卖家与之进一步沟通Dear {$BuyerName},We are so sorry about that. This is your order:{商品名称} &{$OrderId}. Could you please send us the pictures of the label on the package and item's problem? And we will solve it for you as soon as possible. Please don’t worry.Please let us know if you have any questions or concerns. We just wantyou to know that your satisfaction is always our top priority.Best regards!Sincerely yours,{$ShopName} After-sales Customer Services场景九、接上一情景，买家发来图片后卖家根据责任情况引导退部分或全额款Dear {$BuyerName},We’re so sorry for the unsatisfied purchase. We’re willing to solve the problem.As a honest seller, we are not willing to let our dear valued customer suffer any losses. We are willing to offer a {具体金额} refund to you as our sincere apology, is that ok for you?Or if you have any other ideas, please let us know. We just want you to know that your satisfaction is always our top priority.Looking forward to hear you soon.Once again, we send our sincere apology.Have a nice day!Sincerely yours,{$ShopName} After-sales Customer Services场景十、接场景八，买家坚持称商品有问题但又不想或不能提供照片Dear {$BuyerName},We’re so sorry for the unsatisfied purchase. We’d like to solve the problem, but we need this picture to sets a case for you and feedback this issue to our suppliers to check it and avoid the same issue happen again.As a honest seller, we are not willing to let our dear valued customer suffer any losses. We can understand you. But we hope you could understand us.So, could you kindly send us the picture again to help us avoid the samesituation and pls don't worry we will give you the best solution? Any situations, please contact us firstly, we believe that good communications will solve the problem.Hope to receive your picture soon .Have a nice day!Sincerely yours,{$ShopName} After-sales Customer Services场景十一、买家无理由退货退款，卖家同意后并告知操作注意事项Dear {$BuyerName},Thank you for contacting us.Your return request has been approved. You will be receiving a return shipping label and RMA instructions via Amazon. Please make sure the item you return is whole new or a 25% restocking fee may be applied if the {商品名称} is used or damaged visually.Also, please make sure that the correct merchandise is being shipped us,{$ShopName}. We are a seller by the name of {$ShopName} on Amazon. If merchandise purchased from a different seller is shipped to us, we will need to ship it back to you and we will also ask you for the shipping cost incurred.We appreciate your cooperation.Best regards.Sincerely yours,{$ShopName} After-sales Customer Services场景十二、客户询问物流跟踪号或者询问是否已发货，卖家的回复Dear {$BuyerName},Thank you for asking.Your order {$OrderId} are shipped on {已经发货的具体时间}.You item is on the way to your shipping address, here is the tracking#********. You could track it on {具体查询网站}.Item was shipped from China. Normally, you will receive this item within {你的listing页面标注的配送时长} business days.We have checked your estimated date is{物流派送时间}.Your understanding and patience is much appreciated. Please let us know if you have any questions or concerns. Keep in touch.Best regardsSincerely yours,{$ShopName} After-sales Customer Services备注：因为每个卖家销售的产品不同，大家可以根据自己的产品情况适当完善邮件内容。
亚马逊客服(邮件)英文模板及术语--私人总结
客户联系我们时：注意点：1. 感谢客户先联系我们（因为有些客户没沟通过就直接留差评；能联系我们的客户，先礼貌感谢）；如：Hi Erick，Thanks for contacting.Thanks for reaching out.2. 首先必须要确认好订单信息；因为有些客户联系错了，根本不是从我们店铺购买的，拿到订单号，你才知道：1）是不是我们的订单，2）是不是曾经有退款，3）是不是有补发过了；Could you pls provide your amazon order number？3.如果客户没有讲清楚具体什么问题，则需要问客户一些问题，让客户提供一些证据以此做进一步判断；Could you please share more details about the issue?Could you please provide photos of the defective product?4.客户如果描述清楚问题，确实是质量问题，则提供补发，让客户提供地址，一般是不需要客户退货的。
（我们另外补发可以降低客户直接找亚马逊的导致较高的退货退款率）；如：Could you provide your Amazon order ID # and physical address? We will ship a replacement to you for free, no need to return the original xxx back to us.5. 补发后，FBA的话，亚马逊对自动发送补发运单号给客户，如果是自发货，最好也告知下客户。
如：I have shipped the replacement to your provided address. A tracking Id will be provided once available. No return required for the defective ones.6. 要做得更细致的话，可以给客户再次补充一些使用tips：如：Below are some tips for xx xx，please follow them after you receive the replacement. Hope it works.7. 最后再告诉客户，有什么疑问还是可以联系我们处理的。
跨境电商-必备模板：订单&纠纷中联系买家模板集锦
下文中，标黄部分可根据自身情况进行修改。
1、纠纷前①发货后通知买家发货，并提供运单号&查询网址等信息Dear Customer,Thank you for shopping with us.We have dispatched your order (order No: xxx) on January 20th by EMS. The tracking number is xxx. It should take 5-10 business days to reach your destination. Please check the tracking information here: for updates. Thank you for your patience!If you have any further questions, please feel free to contact me.Best Regards,the seller ID②包裹显示在途，请买家耐心等待Dear Customer,Thank you for your patience.We confirmed that your order was mailed (order No: xxx) on January 20th. However, the tracking information shows it’s still on the way. We were informed that the package did not arrive yet due to a shipping delay from the delivery company.If you do not receive your package before January 20th, we can resend your order or apply a full refund to you as per your choice.If you have any further questions, please feel free to contact us directly and we will be glad to assist you.Best Regards,the seller ID③包裹扣关希望买家联系清关Dear Customer,We have checked the tracking information and found your package has now arrived at your country’s customs agency.If your package is delayed, please consult your local customs office to resolve the problem.If you have any further questions, please feel free to contact me.Best Regards,the seller ID④官网查询买家已签收包裹，提醒买家确认收货并留好评Dear Customer,The delivery tracking information shows that your order (order No: xxx) has arrived to your shipping address. Please make sure your items have been received in good order and then confirm satisfactory delivery.If you are satisfied with your purchase and our service, we will greatly appreciate if you give us a positive rating and share positive feedback on your experience with us to help inform others.If you have any questions or problems, please contact us directly for assistance and we will be glad to assist you.Best Regards,the seller ID2、纠纷开启时①买家投诉货物与描述不符，请买家根据问题类型提供相应的证据Dear Customer,We sincerely regret that the items you’ve received in order XXXXX were not as described. Our goal is to resolve any dispute as quickly and conveniently as possible.Choice #1: You have claimed the items did not work/work properly. As such, we must ask that you please make a video recording to illustrate this issue and send them directly to my email: XXXXXXXX. Thiswill allow us to verify the problem and help resolve it to your satisfaction.Choice #2: You have claimed the items did not work/work properly. As such, we must ask that you please take some photos to illustrate this issue and send them to my email:XXXXXXXX. This will allow us to verify the problem and help resolve it to your satisfaction.We apologize for the inconvenience and look forward to hearing from you.Best Regards,the seller ID②包裹扣关，请买家支付关税清关(确定是买家承担关税的情况)Dear Customer,We sincerely regret that your shipment has been detained by customs. Please contact your local customs office directly to make arrangements to pick up your parcel.As you may be aware, you will need to pay an import tax or customs fee according to your country’s customs policy, regardless of your order size.If you have any further questions, please feel free to contact me.Best Regards,the seller ID③货物在途Dear Customer,We sincerely regret that you’ve yet to receive your shipment. We have looked into this matter, and can share the following information about your order (No. XXXXX):Tracking No: XXXXXXXStatus: XXXXXXXShipped Date: XXXXXXXStandard shipping times are approximately 7-15 business days, however with increased holiday demand there may be a delay in international delivery times. We promise a full refund including original shipping charge if the item is not delivered in XXXX days after receipt of payment. Your satisfaction is ourutmost priority; please contact us if you have any concerns.We apologize for the inconvenience. Your understanding is greatly appreciated.Best Regards,the seller ID④货物丢失，询问买家是否愿意重新发货Dear Customer,We sincerely regret that you haven’t received your parcel yet. We can confirm that we sent your order on January 10, 2014; however, we were informed by the shipping company that the package has been delayed due to problems on their end.We can arrange reshipment or a full refund to you. Please let us know what is your preferred option and we’ll resolve this matter as quickly as possible.We apologize for the inconvenience. Your understanding is greatly appreciated.Best Regards,the seller ID⑤货物丢失，买家同意重新发货Dear Customer,We would like to confirm that we sent your order on January 10, 2014; however, we were informed the package has not yet arrived due to shipping delays at the shipping company.According to our agreement, we have re-sent your order by EMS, with a new tracking number of: XXX. It typically takes 7-10 business days to arrive to your destination.We apologize for the inconvenience and thank you for your patience.Best Regards,the seller ID⑥卖家做出了各种努力但是纠纷仍升级为平台纠纷，回复买家Dear Customer,We sincerely regret that we have been unable to come to terms thus far but we hope to bring this matter to a successful resolution. Regardless of the outcome, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.If we can be of further assistance, please feel free to contact me.Best Regards,the seller ID3、升级为平台纠纷①看到买家提供的证据后，给到部分退款或者退货退款的建议Dear Customer,We sincerely regret that we have been unable to come to terms thus far but we hope to bring this matter to a successful resolution. As such, we would like to offer you the following options:1. Keep your ordered item(s) and accept a partial refund. It is possible to receive a partial refund of $XXX.XX (USD).2. Return and Refund. If you decide not to keep your ordered item(s), you can still return your order to XXXXXXXX and receive a full refund. However, you would be responsible for all return shipping fees.Whatever you decide, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.If you have any questions, please feel free to contact me.Best Regards,the seller ID②买家将纠纷升级为平台纠纷，告诉买家已提供证据给敦煌网，等待纠纷专员裁决Dear Customer,We sincerely regret that we have been unable to come to terms regarding your order (no: XXXXX) but we hope to bring this matter to a successful resolution.We have provided photo and/or video evidence to DHgate, and so the present status of the dispute is awaiting DHgate’s arbitration.Whatever the outcome, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.If you have any questions, please feel free to contact me.Best Regards,the seller ID③平台裁决退货退款，再次告诉买家退货地址，并表达希望后续继续交易的期望Dear Customer,We are pleased to inform you that as a result of DHgate’s arbitration, we may bring the dispute to a successful resolution. Regarding your order (No. XXXX), you are eligible for a return or refund.We have already provided our return address on DHgate but we’ll confirm it here as well:Contact name:Address:Zip Code:Tel: (very important for us receive the item)Please also be reminded:1. Returned goods must remain intact and in original condition2. Remember to mark "Order No." and “Returned Goods" on the parcel.Please let me know your shipment tracking number so we may be able to better ensure there are no shipping delays and we can apply your refund to you as quickly as possible.We appreciate your cooperation and thank you for giving us the opportunity to serve you.Best Regards,the seller ID④退货后，通知买家收到货，表达希望后续继续交易的期望Dear Customer,This is to confirm that we have received your returned items and we will inform DHgate to apply a full refund for you.We apologize for the inconvenience and thank you for your patience.We do appreciate your business and hope that you’ll give us the opportunity to serve you again in the future.Best Regards,the seller ID。
亚马逊客服回复模板
亚马逊客服回复模板竭诚为您提供优质文档/双击可除亚马逊客服回复模板篇一：亚马逊各类邮件回复模板二亚马逊各类邮件回复模板二亚马逊漏发货没有发货缺点击发货后客人需要运单的邮件模板dear—thankyousomuchforyourgreatsupportandsorryforkeeping youwaiting.wecheckedthetrackinginformationfoundthereisnoupdate informationasyousaid.wewillcontactthepostofficetofindouttheproblem.wewonderwouldyoustillwanttheitem,ifyes,informusthes izeandwewillresendyouasap,ifnot,wewillmakeyoutheref und.waitingforyourreply.anyinconveniencehopeyourkindunderstanding.bestregards亚马逊的商品被跟卖，发警告信的邮件模板hello,wehavenoticedthatyouarenotauthorizedtosellthiscardk nifeandyouhavelistedthisparticularitem(asin:b00gicpzt0)whichissoldexclusivelybythebrandauthorizedsellers.pleaserefertoourattachment.pleasesendtheconfirma tiontousafteryouremovetheproductasissuedfromyourlis ting.ifyoudonotcomplywiththesedemands,wewillhavenonotice /doc/4a1086640.html,sellerperformancedepart ment ,whichwillseriouslyimpactyouramazonsellingprivilege s.pleasehandleandreplyusassoonaspossible,otherwisewew illcomplaintsandamazon.客户询问货物的trackingnumber或者有没有发货，给客户的回信邮件模板dearcustomer,thankyouforcontactingusregardingyourinquiry./doc/4a1086640.html,ually,weareabletoshipordersthenextday.weekendordersa reshippedonthefollowingmonday.pleaseallow3-9busines sdaysaftershipmentfordelivery.youwillreceiveashippi ngconfirmationemailfromamazonwhentheshippinginforma tionhasbeenuploaded.yourpatienceandunderstandingare greatlyappreciated.ifyouhaveanyotherquestionsorconcerns,feelfreetocontactus.bestregards买家以不想要为由要求退货，卖家接受退款请求，给买家回信的邮件模板dear—thankyouforcontactingusregardingyourinquiry.yourreturnrequesthasbeenapproved.youwillbereceiving areturnshippinglabelandRmainstructionsviaamazon.ple asebeadvisedthatthereturnshippingcostistheresponsib ilityofthebuyer.theinitialshippingcostcannotberefundedanda25%restockingfeemaybeappliedifthemerchandise isusedordamagedvisually.also,pleasemakesurethatthecorrectmerchandiseisbeing shippedus,(seller’sname).weareasellerbythenameof(seller’sname)onamazonandwewillonlyacceptreturnsofourmercha ndise.ifmerchandisepurchasedfromadifferentselleriss hippedtous,wewillneedtoshipthemerchandisebacktoyoua ndwewillalsoaskyoufortheshippingcostincurred.weappreciateyourcooperation.bestregards买家已经下单，货已经发出去了，但在网上没有查到物流信息，买家发邮件来查询这件货的情况，回复买家的邮件模板dearcustomer,sorryfordisturbingyou,wetrackedyourshipping.theship pinginformationmaynotupdatesoprompt,couldyoupleasek eepyourpatienceandwaitforafewmoredayswewillkeeptrac kingforyou,anynewswewillinformyouasap.yourunderstandingwillbehighlyappreciated.bestregards买家没有收到货，发邮件询问情况，回复邮件的模板dearcustomer,sorryfordisturbingyou,wetrackedyourshipping.thepack ageisnowonthewaytoyourplace(itisnowreachingyourloca lpostoffice).internationalshippinginformationmaynotupdatesoprompt,usuallyittakesaround7-15daysforshipping.couldyoup leasekeepyourpatienceandwaitforafewmoredayswewillke eptrackingforyou,anynewswewillinformyouasap.yourunderstandingwillbehighlyappreciated.bestregards声明：文浩电商学院尊重行业规范，每篇文章都注明有明确的作者和来源；文浩电商学院的原创文章。
跨境客服话术
跨境客服话术
1. 问候与欢迎：
- 您好！欢迎光临我们的跨境电商平台，有什么我可以帮助您的吗？
2. 产品咨询：
- 关于该产品，您有什么需要了解的吗？我可以为您提供详细的产品信息。
3. 订单查询：
- 您好，我可以帮您查询订单状态。
请告诉我您的订单号码，我会尽快为您提供相关信息。
4. 物流查询：
- 关于您的货物运输情况，我可以为您提供最新的物流信息。
请告诉我您的订单号码，我将为您查询。
5. 退货与退款：
- 如果您对产品不满意或需要退货退款，请您联系我们的客服团队，我们将尽快为您处理。
6. 投诉与建议：
- 非常抱歉听到您对我们的服务不满意。
请告诉我您遇到的问题，我会尽力为您解决并改进我们的服务。
7. 结束对话：
- 感谢您与我们联系！如果您有任何其他问题或需求，请随时联系我们。
跨境电商一线客服邮件模版（中英文对照）
跨境电商一线客服邮件模版（中英文对照）跨境电商一线客服邮件模板（中英文对照）1. 客人下订单时没有留电话号码: 发货必须要有电话号码Dear Sir/Madam,Thank you for your order. Could you please tell us your telephone number which is veryimportant for us to ship your items out, please kindly advise us this, many thanks.We await your early reply.Best RegardsCustomer Service2. 断货：客人下了订单，可是他下的那双鞋子正好没有货，我们会写信看他是不是愿意换一双，客服人员必须及时联系客人。
有下面几种常见情况：a)客人只下了一双且没货b)客人的订单一共有N双鞋子，其中一双没货，问他要重新换一双，还是取消这一双发有货的那几双，取消的那双可以退款给他。
c) 一般情况下客人换款，价格没有超过很多的话我们都可以接受。
有的客人换的款比原来的便宜一点点，要求退款给他，可以问一下客人是不是可以发一双nike的袜子给他抵了差价，如果客人坚决不同意的话也可以退款a) Dear Sir/Madam,Thank you for your order. Here we are writing to inform you the trainers you ordered are not available and will be out of stock in the near future, so could you please choose another one to replace? If you agree to change please kindly advise us the link in our website and then we will prepare these for you, thank you in advance.Your earliest reply will be highly appreciated.Kind RegardsCustomer Serviceb)Dear Sir/ Madam,In reply to your email, we regret to inform you that item you required ******is out of stock and will not in stock in the near future as we are not sure of the specific date for this item to be in stock. Since in this case, we would like to know whether you can choose other kinds of iteminstead or only dispatch the in stock item which you ordered first. Please kindly advise, thanks.If you agree to change another item, please send us the link where the item in our site. Besides, we will refund the payment if there is not other style of shoes you like to change.We are looking forward to your early reply, thank you!Best RegardsCustomer Servicec)3. 发货通知：发货之后，需要写信给客人，告知运单号和查询包裹信息的网站。
跨境电商客服回复模板(售前售后)
售前篇一、价格payment1、非美国，10个以下，及不能讲价类免运费Dear friend,How are you today?This is ______.Thank you for you offer and it will be a great pleasure to do business with you. You know we have to shoulder(负担) the shipping fees(费用),thus(因此) the price we have here is already very low and competitive. Hope you can understand. Have a nice day.含运费Dear friend,How are you today?This is ______.Thank you for you offer and it will be a great pleasure to do business with you. The price we have here is already very low and competitive,so the lowest price we can provide is showed on the listing.Hope you If you have any questions,pleases feel free to ask me.Have a nice day.2、能讲价类不能满足顾客的出价，能提供小折扣Dear friend,How are you today?This is ______.Thank you for your interests in my item.Perhaps we can’t accept the price you offer. I’m sorry for that. In fact the price is reasonable .We only have a little/low benefit(利润) .But, we are willing to offer yousome discounts if you buy more products at one time. If you buy more than 5 products , we will give 5% discount to you .If you have any other questions,please tell us.Have a nice day.Dear friend3、买家没有paypal账号，想用其他方式付款Dear friend,Thank you for your inquiry.For simplifying the process sake, I suggest that you pay through PayPal. As you know, it always takes at least 2-3 months to clear international check so that the dealing and shipping time will cost too much time. PayPal is a faster, easier and safer payment method. It is widely used in international online business. Even if you do not want to register a PayPal account, you can still use your credit card to go through PayPal checkout process without any extra steps.Hope my answer is helpful to you.Have a nice day.二、买家询问物品细节的问题模版1、询问具体细节(size,color and so on)Dear friend,How are you today?This is ______.Thank you for your inquiry.About your problem, I have checked the item information for you.__________________________________________(问题回答).Hope it can help you. Any other questions, feel free to let me know.Nice day.2、合并运费(combine shipping)How are you today?This is ______.Thank you for your asking and it will be a great pleasure to do business with you.The real total price of the item is including the cost an d the postage.So we couldn’t Combined with the freight.The price we have here is already very low and competitive.Hope you can understand.Have a nice day.三、缺货未发&退件1、缺货超过7天未发的(先查库存，如果还没有货尽量引导退款，如果买家还坚持发，就说是因为材质的问题被退回，需要时间改进，让他过一段时间再过来买) 有跟踪号的(特别是EUB)：主动发;无跟踪号平邮买家回复邮件(适用缺货未发，下架清仓为0等未发情况)：首先让买家等几天，然后说可能是丢件了，引导退款Dear my friend,How are you today? I am _______, the customer service staff.Firstly, thank you very much for your purchase; we really value your business.Then we have to say sorry that your package had been declined by the Custom House which we can hardly control.We are willing to ask if you’d like us to resend it to you. But we can’t promise that your item wouldn’t be declined by them again.So, if you don’t want to wait any more, we can issue a full refund as soon as possible.Please tell us which would you prefer?Once again, we send our sincere apology and hope to hear from you soon.Yours sincerely,买家坚持发，材质问题婉转拒绝(清仓数量0，以及仓库没货)How are you today?Thank you for your interested in our pruduct.We’re willing to resent the package to you,because we so valueable your business,but we couldn’t do that the customs will reject your item again because of the material problem .But we have contact the producers,let them change the material as soon as possible.Hope you can understand. We’re willing to send the full refund to you as our sincere apology. Is that ok for you?Looking forward to hear your reply.Have a nice day.主动出击：询问是否收到货，让买家等几天，然后说丢失，最后引导退款(缺货未发，下架清仓为0)Dear friend,How are you today?This is__.Thank you so much for your purchase.The item has been send out to you about 30 days ago. Do you have received it?If the package still not arrive, please feel free to email us and we will do our best to solve it and offer you a satisfactory service, even offer you refund, is that ok for you? We just want you to know that your satisfaction is always our top priority. Looking forward to your early reply.Yours sincerely.缺货时间在2-5天之内的,同时适用于真正的退件(4、5天后给客户发邮件)Dear friend,How are you today?This is ___.Thank you for shopping with us(come2ourmall). We had sent the item to you on25/05/2017 11:27AM .(You paid for it on 25/05/2017).And recently we get the information from Chinese Customs which said the the package will be returned to us for some safety reasons. You know, sometimes things like this did happen.We are very sorry about that. And we can resend the item to you or we can offer a full refund as our sincere apology. Or if you have any other ideas which can compensate you, please feel free to tell us. We really hope you will not be too disappointed about it.Hope to hear from you soon.Sorry again and have a nice day.四、物流1、修改物流(未发货，以电子件转瑞典小包为例)How are you today? This is _.Firstly, thank you very much for your purchase; we really value your business.Then we have to say sorry that your package had been declined by the Post office, cause it is electronic products,not allowed to pass customs, which we can hardly control.We are willing to ask if you’d like us to resend it to you via Sweden Post.But the shipping time will be longer about 20-30 working days. Is that ok for you?So, if you don’t want to wait any more, we can issue a refund as soon as possible.Please tell us which would you prefer?Once again, we send our sincere apology and hope to hear from you soon.Yours sincerely.2、运送方式非美国地区(货值高有跟踪号)Dear friend,Thank you for your reply. We will send them by China Post Airmail with a tracking number.It will take about 30 to 40 days to your country. China Post is the biggest logistics company in China,and it will keep the items safe. You could choose othershipping company. but you need to pay more shipping fee for them. So which way do you prefer?Have a nice day.美国地区Dear friend,Thank you for your reply. We will send them by EUB with a tracking number.It will take about 7 to 15 business days to your country. Is that ok for you?Looking forward to hear you soon.Have a nice day.3、不寄递特定国家Dear friend,Thank you for asking. In fact, we’d like to do business with you very much.However, recently your country’s Custom House is quite strict with the packages from abroad, so we are not sure about whether the item could be able to arrive. Hope you can understand.Maybe sometime later when the Customs’ policy is not so strict, we will ship to your country.If you have any other questions, please feel free to ask.Have a nice day.售后篇一、关于询问跟踪号, 如果我们没有跟踪号Dear friend,Thank you for asking. And we sent your item by China Post Airmail which didn’t have a tracking number. But don’t worry, China Post is the biggest logistics company in China, and we believe that your item will arrive in time.If by any chance, the item doesn’t arrive in due, please contact us and we will do our best to solve it.If there are any questions, please feel free to ask.Have a nice day.二、关于询问跟踪号，有跟踪号1、跟踪号有用Dear friend,Thank you for purchasing (item ID or item title).We have shipped your item on ————.For your reference, the postal tracking number is below: No.RR725377313CN Standard ship times are approximately 7~15 business days, however with the busy season shipping time, there may be a delay in international parcel delivery times. We promise We will provide a satisfactory solution for you if the item is not delivered. Your satisfaction is our utmost priority; please contact us if you have any concerns.We apologize for any inconvenience. Your understanding is greatly appreciated.Sincerely2、跟踪号无用Dear friend,Sorry, there may be something wrong with the postal system. So we cannot get the tracking number. But don’t worry, we won’t let you suffer any losses. Your item has been shipped on 29/10/2017, and had passed the Chinese Customs on 18/10/2017, it got delayed in the Customs House. And the shipment usually takes 20 to 30 days. Please wait patiently. If you have any question, you can feel free to contact us. Have a nice day.三、取消订单1、未付款Dear friend,Sure, we understand and we will cancel the transaction for you. Please don’t worry.Hope to do business with you next time.Have a nice day.2、已付款(退完款后到ebay后台取消)Dear friend,How are you today?We’re willing to cancel the transaction for you,but we couldn’t do that now.Because you have paid for it.Please don’t worry,we will send the full refund to your paypal account,then I could cancel your order,is it ok for you?Hope to do business with you next time.Have a nice day.3、已发货，无法取消Dear friend,How are you doing today?This is ____.Thank you for telling us about that ,we have check your parcel and we have to say sorry that it has been sent out.We can not stop the shipment .May be you can have put it on first and see if it is suitable after you receive the item,the sweater is in a casual style ,may be it just all right for you.If You don’t like it ,and you can put it to your relatives or friends as a gift .Sorry for the inconvenience and hope you can get it soon .Any questions,pls feel free to contact us.We will try our best to solve it for you.Have a nice day.四、没有收到货1、特殊情况致物流延误：节假日/旺季节假日Dear friend,Thank you for purchasing and prompt payment. However, we’ll have the National Holiday from Oct 1 to Oct 7. During that time, all the shipping service will not be available and may cause the shipping delay for several days.Thanks for your understanding and your patience is much appreciated. If you have any other concerns, pls. just let us know.Keep in touch.Thanks.自然灾害导致物流延误(火山爆发)Dear customer,We’re sorry to inform of you that your item delivery may be delayed for the volcanic explosion in south Iceland.Due to this volcanic explosion, airlines to Europe have been cancelled, and many airports were closed either, which directly caused the shipping delay.Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue. If you have any other concerns, just let us know.Keep in touch. Thanks.加强安检导致物流延误Dear customer,I just got the notice that all packets (from all countries) to US would be subject to stricter screening by the customs.Due to the tightened customs control and screening, the shipping time to US will be longer than normal.We appreciate your understanding and patience. You are also welcomed to contact us for your suggestions and any concerns.Thanks.2、买家第一次询问，时间在20-40 天可用(如果顾客等待时间不长，尽量拖延15天)Dear friend，How are you today?This is__.We are sorry for the long-time waiting and your item had been shipped on08/03/2017, this is a busy season of shipping ,so it got delayed in the Customs House. And the shipment usually takes 20 to 30 days. So could you please wait for another 15 business days?If the package still doesn’t arrive in due, please contact us and we will do our best to solve it and offer you a satisfactory solution. Is that ok for you?Please don’t worry, we won’t let you suffer any losses.If there are any other questions, please fee l free to tell us. It’s our great pleasure to serve you.Have a nice day.3、货物未到，期限已过，对方语气强硬Dear customer,We are sorry for the long-time waiting and we quite understand that waiting is always something hard to endure.Your item had been shipped on 28/03/2014 ,it got delayed in the Customs House. So the shipment usually takes 35 to 50 business days.Could you please wait for another two weeks?If the package still not arrive in due, please contact us and we will do our best to solve it and offer you a satisfactory service.Or if you do not want to wait any longer, we are willing to offer a refund you as our sincere apology, and it’s really kind of you to return the payment when you get the item.please feel free to tell us which way you would prefer? We just want you to know that your satisfaction is always our top priority.Looking forward to your reply.Have a nice day.4、买家再次询问，50天内Dear friend,How are you today?Thanks for your message. We are sorry for the long-time waiting and we quite understand that waiting is always something hard to endure. We really hope that the shipping time could be shorter, however, the shipping time is out our control and it usually need more than 50 days for delivery due to the sales peak recently here in China. Could you pls wait for another 7 business day?You know, the sales and the shipping peak is something that out our control.Hope to get your kindly understanding that we won’t let you suffer any loss and if the item does not arrive in due, we will provide a satisfactory solution for you.Your kindly understanding and cooperation is much appreciated.Thanks in advance and best regards5、已显示妥投，但未收到货Dear friend,How are you today?I have checked it and it shows that the post have delivered to you. So I can provide the tracking number “___” to you and suggest you to ask the clerk in your local post with the number.Please feel free to contact us if you have any further questions.Have a nice day.6、货物查了还在路上，已经在他国家的海关，有信心很快就到了，再让对方等等(没有跟踪号)Dear friend,Sorry for the inconvenience.We’re so sorry for the long-time shipping, we believe that you will receive the item soon as we have rechecked with the Customs and they told us that the item was pass your local Customs .It is the way to your local post. Could you help to wait another several days? You know sometimes something was out of our control , but we try our best to solve problem.Any question let us know .Have a nice day7、让顾客去当地邮局询问Dear friend,We are sorry for the long-time waiting and your item had been out on 13/12/2017 and the shipment usually takes 35 to 45 days.The item should have arrived, however it might encountered some troubles during the shipping.We have checked the China Post and they said it has arrived at your country.Could you please recheck your local Post to confirm it? May be you have forgotten to fetch it.Once again we sent our sincere apology and hope you can get your item soon.Any situations,pls feel free to contact us.Have a nice day.8、再等7天!(超过50天)Dear friend,How are you today?Firstly, we are very sorry for the shipping time. The shipping time usually takes 30 to 40 business days. Your item had been sent on 23/04/2017 and it should have arrived. It might encounter some problems during the shipment. We know it is too long and waiting is always so hard to endure.However, the shipping time is really something we can hardly control and we are also thevictim of the shipping time.Could you please help to wait another 7 days? Recently, we have some customers like you from Russia and the got their items in55-60 days.They told me that the Russia Customs house will detained the package from the foreign for a period of time,then delivered to the post office.Please don’t worry,you bought many items in our store,we won’t loss you.Pls trust us,if the item still not arrive in due,we are willing to offer you a satisfied solution, is that ok for you?Looking forward to your reply.Have a nice day.9、没收到货，提议退一半款(等待时间为40天以上或者等待时间过短，态度恶劣)Dear friend,Thank you very much for your email and kindness.Don’t worry, we will not let our customer suffer loss. You know it is transportation peak season now. The shipping time is longer than normal.In order to enhance yourtrust to us,How about we offer you half refund first? If still not arrive next week, we will offer you another half refund, is that ok for you?When the item arrive in the future, hope you could repay.If you have any idea, pls feel free to email us. We will do our best for you.Waiting for your early reply.Have a nice day!苦情：Dear friend,We have checked with our local postman, the item have arrived your country.You know that we have lost about 50 parcels by the post office on the way to our customers, that is really not what we want, but we have no right to control the post office.And we are sure that we will not let our customers suffer loss.So when our customer told us that they don’t receive the item after 40-50 days. We will have to offer full refund to our customers. When the item arrive in the future, some of our customers do repay to us.So we apologize for the long time waiting. And we are willing to do any thing for our customers.How about we offer you refund first, when the item arrive in the future, hope you could repay, is that ok for you?Waiting for your early reply.Yours sincerely五、收到货1、收到货说有问题，要提供照片(发错颜色、货物、有缺陷等)Dear friend,We are quite sorry for this situation. Could you please send us the pictures about this problem?And we will solve it for you. Please don’t wor ry.If any other situations,pls feel free to tell me .Hope to hear from you soon.Have a nice day.2、货物有问题，但又不想/能提供照片的Dear friend,We’re so sorry for the unsatisfied purchase.We’d like to solve the problem,but we need the evidence that can shows the truth.But if no pictures to show the problem.It’s not reasonable.It’s not about the money, it’s about the principle.If you think it was broken , you could send the picture and we will solve as soon as possible. As a honest seller, we are not willing to let our dear valued customer suffer any losses. I can understand you. But we hope you could understand us.Could you make some try to take the photos? Any situations,pls contact us firstly,we belive that good communications will solve the problem.Hope to receive your picture soon .Have a nice day.3、顾客发来图片，根据情况引导退部分或全额款(错误在我方)Dear friend,We’re so sorry for the unsatisfied purchase.We’re willing to solve the problem.Sorry for the poor quality,this kind of the product what you bought is too hot, maybe somethings go wrong in production .We have contacted manufacturer, tell them to improve as soon as possible.As a honest seller, we are not willing to let our dear valued customer suffer any losses. We are willing to offer a partial /full refund to you as our sincere apology, is that ok for you?Or if you have any other ideas,pls feel free to tell me.I will try my best to satisfied you.Looking forward to hear you soon.Once again, we send our sincere apology.Have a nice day.Dear friend,We are terribly sorry for the broken item; we understand how disappointed you will be about getting a broken item after waiting for so long. The item might be damaged during the shipment. The shipment is also something we can hardly control, but we are willing to refund all the payment to you as our sincere apology and hope you are not too disappointed. Is that sounds acceptable to you?Or if you have any other ideas that can compensate you, please feel free to tell us.We just want to ensure you a satisfactory buying experience from our store.Looking forward to your reply.4、尺寸不合适Dear friend,We are so sorry about the long-time waiting and unsuitable size. According to our selling record, you had bought one dress which is size M , is that right?What is the size of the dress you got? Pls don’t worry,we are willing to resolve this problem for you, we just need more information about it. Looking forward to hear you soon.Have a nice day.5、发错颜色Dear friend,How are you today? I am ___, the customer service staff.Firstly, thank you so much for purchasing. The item you ordered has been send to you. It is on the way.But we realized that our warehouse have made a mistake about the color. The color you ordered is Gold, maybe the item send to you is blue o ne. The post office don’t allow us to take the parcel back.So, if you receive the item later, the color is not Gold, pls email us, we will offer you compensation, is that ok for you?Of course, if you have any idea, pls do not hesitate to email us. We will do our best for you as you want.Your support and kindness will be highly appreciated by us.Thanks & best regards!六、退货1、客户执意要退(错误不在我方)Dear friend,We’re so sorry to hear that you want to return it.If you really don’t like it,we could provide you the return address,and we will give you the full refund when we get the item.But you should pay for the returned shipping fee.Is it ok for you?Looking forward to hear you soon.Nice day.。
跨境电商客服通用回复模板
❖特殊情况导致物流延误沟通模板1-节假日导致延误Dear {{buyer}},Thank you for purchasing and prompt payment. However, we’ll have the National Holiday from __________. During that time, all the shipping service will not be available and may cause the shipping delay for several days.Thanks for your understanding and your patience is much appreciated. If you have any other concerns, pls. just let us know.Keep in touch.Thanks.Yours,{{sellerName}}亲爱的{{buyer}}，感谢您购买并及时付款。
但是，我们将从__________获得国家假日。
在此期间，所有送货服务将无法使用，并可能导致运输延迟数天。
感谢您的理解，我们非常感谢您的耐心等待。
如果您有任何其他问题，请。
请告诉我们。
保持联系。
谢谢。
此致，❖成交后沟通六步走邮件模板2-当物品发出以后A（挂号）Dear valued customer,The postman just picked up YOUR item from our office. It is estimated to arrive in 7-10 days in normal conditions. If not, please don’t hesitate to contact us.Here is the tracking number of your parcel {{trackNumber}}, and you can logon https:///en to view the updated shipment, which will be shown in 1-2 business days.Here are some Kind Reminders from eBay on rating seller’s postage time and shipping charge: /help/feedback/detailed-seller-ratings.html. We warmly welcome your feedback.1. When rating sellers on postage time, RATE THE SELLER ON THE TIME IT TOOK THEM TO ** THE ITEM, NOT THE TIME IT TOOK YOU TO RECEIVE THE ITEM. You shouldn’t hold sellers responsible for delays in ** services, international custom delays or for the time it took for your payment to clear.2. When rating the seller on postage and handling charges, remember that sellers may charge actual packaging materials costs and a reasonable handling fee to cover the seller’s time and direct costs associated with postage. For international transactions, you may also be responsible for duties, taxes, and customs clearance fees as requested by country laws.Thanks again for your great purchase and great understanding. We sincerely hope our item and customer service can give you the BEST BUYING EXPERIENCE on eBay.Yours Sincerely,{{sellerName}}尊敬的客户，邮递员刚从办公室领取你的物品。
电商售后客服话术
电商售后客服话术1. 亲，您先别着急上火呀！就像咱平时买东西，也可能会遇到点小问题嘛。
您看您遇到啥售后问题啦？例子：“哎呀，我买的这个东西有点瑕疵呢！”“亲，您先别着急上火呀！”2. 嘿，咱肯定会帮您处理好的呀，您就放心吧！这就跟朋友之间互相帮忙一样的呀！例子：“真能处理好吗？”“嘿，咱肯定会帮您处理好的呀，您就放心吧！”3. 哎呀妈呀，您有问题随时找我哈，我随时都在的哟！例子：“那我之后有问题咋办？”“哎呀妈呀，您有问题随时找我哈，我随时都在的哟！”4. 亲，这都不是事儿呀！我们肯定能找到解决办法的，您信不？例子：“感觉好麻烦呀！”“亲，这都不是事儿呀！我们肯定能找到解决办法的，您信不？”5. 哇塞，您反馈的这个问题，我们肯定重视起来呀，就像重视自己的宝贝一样！例子：“这个问题你们得重视啊！”“哇塞，您反馈的这个问题，我们肯定重视起来呀，就像重视自己的宝贝一样！”6. 嘿，您就放宽心吧，我们售后绝对靠谱，就跟那牢固的城墙似的！例子：“你们售后行不行啊？”“嘿，您就放宽心吧，我们售后绝对靠谱，就跟那牢固的城墙似的！”7. 亲，我们肯定不会不管您的呀，这多不地道呀，对吧？例子：“不会不管我吧？”“亲，我们肯定不会不管您的呀，这多不地道呀，对吧？”8. 哎呀，这问题肯定能解决的啦，您要相信我们呀，就像相信太阳会升起一样！例子：“真能解决吗？”“哎呀，这问题肯定能解决的啦，您要相信我们呀，就像相信太阳会升起一样！”9. 亲，有啥问题您尽管说，我们售后就是为您服务的呀，这是必须的嘛！例子：“我来说说我的问题。
”“亲，有啥问题您尽管说，我们售后就是为您服务的呀，这是必须的嘛！”10. 嘿，您放心大胆地说，我们售后啥场面没见过呀，肯定能给您处理好咯！例子：“我有点担心说出来也没用。
”“嘿，您放心大胆地说，我们售后啥场面没见过呀，肯定能给您处理好咯！”我的观点结论：电商售后客服的话术要亲切、自然、有耐心，让顾客感受到诚意和专业，这样才能更好地解决问题，提升顾客满意度。
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售后客服模板：
1、模板一（收到订单后留言）：
Hi,*****
Thank you very much for your order.
We will send you the goods within 5 days.
If any questions, don't hesitate to ask me,
Hope we will have a good start cooperation.
Thank you!
2、模板二（寄出订单）：
Hello, ***.
It is a pleasure to tell you that your item is packed out on the way now.
It is by china post air mail, about 30 working days to arrive, please wait patiently. The tracking number is *******, tracking web:********, you can view its updated shipment on the web, which will be shown in 1-3 business days.
Also our after sales service will keep tracking it and send message to you when there is any delay in shipping.
We warmly welcome your feedback.
Thank you!
3、模板三(客户30天后仍然没有收到包裹的留言）：
Hello ******, this is ***, I am sending this message to update the status of your order. The information shows the parcel didn't arrive your country, Apologize that the shipping is slower much than usual. Hope it is not a big trouble for you. Just now We extended the taking delivery time for you , thank you very much. Best Wishes.
4、模板四（货物到达海关后，提醒货运相关进展）：
Hello Sir/Madam
This is **. I am sending this message to update the status of your order. The information shows it was handed to customs on Jan. 19. Tracking number：
************. You can check it from web: ***************.
You may get it in the near future. Apologize that the shipping is a little slower than usual. Hope it is not a big trouble for you.
Best Wishes.
5、模板五（货物达到邮局）：
Hello Sir/Madam
This is **. I am sending this message to update the status of your order. The information shows it is still transferred by Sydney post office. Tracking number：
************. Please check the web *******.
You will get it soon, if your country Post delay it , please try to contact and urgent them, maybe you can get it earlier . Please note that package delivery. Hope you love the product when get my products. If so please give me a positive feedback. The feedback is important to me. Thank you very much.
Best Wishes!。