亚马逊英文客服回复

亚马逊邮件必须在24小时内回复，否则会有可能被投诉，最终导致封号。每天需要登陆店铺页面，看是否有邮件需要回复，各个账号之间为了防止关联，每个电脑只能登陆对应的账号，不能在同一台电脑上同时登陆两个账号，这样会被亚马逊检测到违反相关的规定

售前邮件注意事项：

1.客户询问产品的价格，产品的相关信息，以及我们的最近的优惠活动，我们需要根据店

铺产品的信息回答。

For example,

Customer: I want to know size of the shoes and do you have any promotion activities for the shoes Please reply to my email.

Customer service: Thank you for your email and I would like to answer your question. After check our item image, we have the size 34, size 35, size 36 and till to size 38. You could read the detail of the item information on our store and choose the suitable size as you wish. Recently, we have promotion activities such as 5% discounts if you are the new customer. Once you decide to buy it, please place the order. Thank you for your supporting.

2.产品的上传，整理产品的关键字，以及如何做好站内营销，产品的编辑，以及图片的

大小的处理。

售中工作

首先需要核对订单，看看客户下单的产品是否与我们仓库需要发货的产品一致，防止颜色，数量，型号发错货，其次需要看那些产品最近热销，需要加大投放广告的力度，那些产品需要下架，调整相应产品的价格。管理库存，处理关于投诉A-Z, 以及差评。

&

售后邮件回复

1.处理售中邮件的模板，我们需要注意的及时解决客户的问题，给予恰当的回复，避免

客户生气给我们投诉，变成A-Z, 以下是遇到各种情况的应对情况。

处理return request

客户想要退货，首先需要确认是否是产品问题，需要客户拍照，如果是产品本身的问题，可以询问客户能否赔付少量金额作为补偿，如果客户不同意，可以增加赔付金额，如果客户还是不同意，那就问客户选择退货重新发产品还是直接退货退款，这个过程中我们需要了解这个产品退货的运费多少，我们是否值得让他退货，退货之后，我们需要首先让客户把退货的快递单号给我们，等到产品退到仓库之后，我们可以根据客户的需要，给予他们退款或者重新发货。

具体模板如下：

让买家拍照片：

Dear customer,

I have received your email and you said the product has some problem. Sorry to hear about this thing. Could you please take the picture about it and we will contact our warehouse employee about your situation, and then give you a feedback soon. Thank you for your cooperation.

·

由于产品的质量问题，给买家部门补偿

Dear customer,

I apologize for the quality problem of the product due to shipping carrier’s carefulness during the shipping process. We found it is not worthwhile to return the product for the problem does not the influence the usage of the chair. We will give you 5$ for the compensation and would you please keep the item Thank you for your understanding.

买家拒绝赔偿，想要退货换货

Dear customer,

Sorry for this thing that brings you trouble. Since you want to get the replacement and we need you first the return the item to our warehouse. Please tell us the tracking number once you return it. And we will send you the new one after we receive the return product. Thank you for your cooperation.

买家想要退款

Dear customer,

)

I am sorry for the trouble that brings to you. I will help you. As for you want to get the refund, please return the item first and give us the tracking number and once we receive the item, we will refund you immediately. Thank you for your cooperation and patience.

买家已经下单，货已经发出去了，没有追踪号时，买家发邮件来查询这件货的情况，回复买家的邮件模板。

Dear customer,

Sorry for disturbing you, we have shipped out your item and the shipping information may not update so promptly. International shipping information may not update so prompt, usually it takes around 7-15 days for shipping. Could you please keep your patience and wait for a few more days We will keep tracking for you, any news we will inform you as soon as possible.

Your understanding will be highly appreciated.

买家没有收到货，告诉买家追踪号

Dear customer,

。

Sorry for disturbing you, we tracked your shipping. The package is now on the way to your place (it is now reaching your local post office). The tracking number is xxxx and you could track the package according to the number. Could you please keep your patience and wait for a few more days We will keep tracking for you, any news we will inform you as soon as possible.