02 客服常见问题汇总及处理

没有发货的情况下，询问客户补发或者退款！

Dear friend ,

Sorry for causing this problem .

Our warehpsue shipped out the order to you .I checked the shipping information for y ou ,may be your package was lost by the shipping company .I apologize to you for thi s problem .

I can arrange our warehouse resend the order to you ,do you agree?

Or ,I will refund to you

Wait for your update .

Best wishes

客服常见问题汇总及处理

一、售前咨询（未付款） 2

1.1、询问尺码 2

回复： 2

1.2.实拍图 3

1.3.是否可以到达某国家 3

1.4.价钱 3

1.5.要折扣；批发算运费； 4

二、售中（已下单未发货） 4

2.1.无货 4

无货不补；近期到货；延长备货期； 4

2.2.产品问题需要客户确认错误！未定义书签。

2.3、客户要求更换颜色尺码 5

2.4、客户要求取消订单 6

2.5、催发货 6

三、售后（已发货）7

3.1.货物在途物流问题7

3.2、已收货有问题11

发错颜色，尺码，有瑕疵，退货11

3.3. 已退款 12

问退款何时收到的：12

四、管理评价12

1. 催好评12

2. 联系买家修改中差评 13

一、售前咨询（未付款）

1.1、询问尺码

回复1：Dear friend,

To avoid choose the incorrect size for you. Please tell me your information as below: Bust : cm

Waist : cm

Height : cm

Hips : cm

I'll check the size for you according your information

Wait for your replay

Best wishes!

2.Dear friends,

Our product is the larger sizes.

If you can not decide your size? you can provide your information for me:

Waist : cm

Bust : cm

Hips : cm

Height：cm

I can help you to choose the suitable size.

You also can check the size chart and pick the size.

3. Dear friend,

If the size like below;

Waist : 100cm

Bust : 115cm

Hips :120cm

If so, I will recommend you the size3XL according you information.

If not, please tell me the information like below;

Waist : cm

Bust : cm

Hips : cm

Height : cm

I am waiting for your replay

4Dear friend,

Sorry, This product is too small to you according your information, we don't have the 7XL size.

But I can recommend you some other kinds products below:

1 ……..

2……...

3……..

If you are interested in any products in our store, please place an order, I can give you the best price

I wait for your replay.

Best wishes!

5.Hi friend,

Sorry , this product dose not fit for you according your information. Our biggest size waist is xx to xx cm ,you can recheck your waist and decide if it really fit you. If not, you can select other pants in our store. I can give you the best discount

For any further concerns, please feel free to contact us.

Best wishes.

1.2索要实拍图：

回复：Dear friend,无实拍的情况下

Sorry ,all the pictures are provide by our factory, they didn't provided the pictures of this dress. If you really like this dress ,You can place the order and I can pick up the products according your order to take photos and send to you before it shipped, If you are not satisfied with it ,you can choose the cancel the order and I will agree. the aliexpress will refund to you.

what do you think of it ?wait for your reply

Best wishes

1.3是否可以到达某国家

1.4价钱

（成本+运费）/（1-利润率）=售价

1.5要折扣；批发算运费；

Dear friend;

Do you a reseller? Or do you just buy it for a group use?（根据不同的情况而定）

1. We totally have （颜色，数量）available. I will send all（颜色，数量）to you.

2. the price to （地名）is（价钱）including shipping fee via Ali express standard shipping. It normally takes about 20 to 60 days for delivery.

3. We have a faster way to ship by DHL to you. The price is（价钱）including DHL shipping fee. The delivery time is 5-7 business days.

If you accept, please place the order but don't pay. Please leave a message to tell me which shipping method you need. I will change price for you.

Then you can pay.

I will arrange to send out soon in 1-3 business days.

Look forward to your reply.

署名

催款模板

Dear valued customer,

Thanks so much to buy products from us.

The product you buy is one of the most hot-selling one. And this product is always highly appreciated by regular customers in our store. If you like the products, please do not hesitate to arrange the payment now.

We will arrange our warehouse to send out your order as soon as possible.

二、售中（已下单未发货）

2.1无货

无货不补

Dear Friend,无货订单

1.Thanks for the order. But this order is held by our system and unshipped when I check.

2.The stock show in our system does not available in our warehouse now. My team went out to find the same items for you. But there is no suitable supplier after contacting many store

3.You can also replace this order with other products in my store. If the price is slightly higher, I will agree and arrange to send out soon.

4.If you want to cancel this order, please choose "other reasons" or "buyer don't want this order". I will agree, and then Aliexpress will refund the money to you.

https://www.360docs.net/doc/e217115887.html,/adcms/help-aliexpress-com/topquestions/cancel_order. php

Sorry for the inconvenience caused to you.

Wait for your reply.

署名

无尺码但有临近尺码的

1.Thanks for the order. But this order is held by our system and unshipped when I check.

2.The stock show in our system does not available in our warehouse now. My team went out to find the same items for you. But there is no suitable supplier after contacting many store.

3. We still have red color 6XL in stock, would you be willing to replace it?

4. we have black 5xl in stock, if you only like black color, please check if 5xl will fit for your need.

Bust: cm

Waist: cm

Height: cm

Hips: cm

.5.You can also replace this order with other products in my store. If the price is slightly higher ,I will agree and arrange to send out soon.

6.If you want to cancel this order, please choose "other reasons" or "buyer don't want this order". I will agree, and then Ali express will refund the money to you.

https://www.360docs.net/doc/e217115887.html,/adcms/help-aliexpress-com/topquestions/cancel_order. php

Sorry for the inconvenience caused to you.

Wency

署名

it for your reply.

3、客户要求更换颜色尺码

（1）未发货：直接备注，按客户要求更换颜色与尺码。（确定的情况下）（2）已发货：告知客户货已经发出，如果要更换尺码与颜色，请在收到货以后尽快与我们取得联系。及时退货给客户重发。

4、客户要求取消订单

了解客户由于什么原因要求取消订单

Dear friend,（客户取消订单，并要求退款）

I will refund the money to you. please open a dispute for this order, it is a refund request, I will agree and Ali express will refund the money to you.

https://www.360docs.net/doc/e217115887.html,/adcms/help-aliexpress-com/make_refund_request.php https://www.360docs.net/doc/e217115887.html, will refund the money to you soon. It takes about 7 to 15 business days for the money to show up in your account.

Welcome to buy the products next time, if you want buy other product, please tell me in advance, I will check the color or quality more carefully for you.

I'm so sorry for cause your inconvenience.

For the any further concerns, please feel free to contact us.

署名

5、催发货

Dear friend，

Our warehouse will send out your order about 1 to 3 business days(节假日根据具体情况而定)，please be patient to wait.

The Ali express use the Ali express standard shipping, the normal delivery date is 20 to 60 days. Delivery time is different from country to country.

If the package does not arrive to you in the purchase protection time, please contact us to extend the "delivery date" before it expires.

If you did not receive your package in time, we can arrange to refund to you..

For the any further concerns, please feel free to contact us.

Best wishes!

署名

三、售后（已发货）

3.1货物在途物流问题（纠纷问题同在）

3.1.1延长收货期

---客人要求延长到货期的extend delivery date, purchase protection.

Dear friend,

The package is shipped out 修改此处时间Sept.05,2015.

It typically takes about 28 to 60 days to deliver in your country by China post air mail. It sometimes might be delayed due to bad weather, slow customs clearance.

I have extended the purchase protection time for you by 修改30 days.

The package 根据更新修改has arrived in your country. please pay attention to it. If it does not arrive to you in time, please contact me soon . I will check and solve the problem for you.

Sincerely ,

Fiona署名

3.1.2实际没有发货的，应退款

Dear friend,（实没有发货的）

I agree this dispute. Ali express takes the money and they will process the refund to you. It typically takes about 3 to 7 work days.

https://www.360docs.net/doc/e217115887.html,/help/newContactUs.htm

You can check the refund section in the above help link.

Thank you so much.

I am sorry for the inconvenience caused to you.

Best wishes.、

我们实际已经发货，纠纷原因：

“货物仍然在运输途中”或“运单号无法查询到物流信息”

3.2.1先给客人延长到货期，并劝说客人取消纠纷等待。

Dear friend,方案1

The package is on the way to your country.（按查找的结果修改）

It typically takes about 30 to 60 days for the post mail to delivered to your country. Can you please cancel this dispute and be patient to wait for some more days?

The purchase protection time has been extended for you by 30 days (天数复制过去后修改或者删除，巴西延长60天). If the package does not arrive to you in time, you can still open a dispute for it again. ok?

Wait for your reply.

Best regards,

Fiona（署名）

Dear friend,方案2

The package is shipped out September.06修改发货日期, It is on the way to the destination to you.

The international shipment typically takes about 30 to 60 days for delivery to your country via China post air mail.

I have extended the purchase protection time for you by 30 days. Can you please cancel this dispute and be patient to wait for some more days?

If the package does not arrive to you in 15 to 20 按到期情况修改days, you can open a dispute that time. I will refund or to resend the package to you according to your need.

Wait for your reply.

Best regards,

Fiona署名

3.2.2. 4天内客人没有取消纠纷的，拒绝纠纷，安抚客人等待

--------------------------------

Dear customer,

I have extended the purchase protection time for you. Can you please cancel this dispute at first and wait for some more days for the order?

You can also contact your local post office with the tracking number if the package does not arrive to you in time.

Best regards,

3.2.3 在纠纷提交平台之前，小金额订单/平邮订单（0-7美金，销售自己把握），可以直接退款给客人，并告诉他等收到货之后再付款给我们。

--------------------------------

Dear friend,

I refund to you.

Ali express takes the money and they will process the refund to you.

https://www.360docs.net/doc/e217115887.html,/help/newContactUs.htm

You can check the refund section in the above help link.

You can contact me to pay after you received the order.

Thank you.

Fiona 换署名

3.3.拒绝纠纷后/纠纷提交平台后，定期查看拒绝过的纠纷，如果物流有更新或者妥投，请及时联系客人告知他，并同时劝说取消纠纷。

3.3.1 在目的国有更新的：

Dear friend,

The following is the latest update of your package. Your post office will send it to you as soon as possible. Can you please cancel this dispute and wait for some days?

复制最新的更新动态给客人****

2015-06-20 09:06

Curitiba / PR, Received by the Brazil Post, Object subject to inspection and delay on delivery

****复制最新的更新动态给客人

You can also contact your nearest post office to check when they will send it to you. If you need any other help ,please contact us.

Kind regards,

Fiona 换署名

3.3.2 在目的国只有到达信息的（经常是巴西）

--------------------------------

Dear friend,

The shipment information shows it has arrived to your country in June换时间，your country's post office will send it to you. Can you please cancel this dispute and wait for some days?

复制最新的更新动态给客人****

2015-06-20 09:06

Curitiba / PR, Received by the Brazil Post, Object subject to inspection and delay on delivery

****复制最新的更新动态给客人. 发送信息时，可以附带跟踪信息的截图

-Fiona 换署名

A2.4.3 已经在目的国妥投的delivered

Dear friend,

The shipment information shows the package has delivered to you. Have you received it?

If you received it, please cancel this dispute soon. Otherwise ali express will punish me and my store.

The following is the latest update of your order:

复制最新的更新动态给客人****

2015-07-29 15:14

PUERTO MONTT CDP 01, ENVIO ENTREGADO

****复制最新的更新动态给客人. 发送信息时，可以附带跟踪信息的截图

Wait for your reply soon.

Regards,

Fiona 换署名

3.4.纠纷原因：物流退回了包裹

3.4.1.如果是卖家实际没有发货的，退款。

Dear friend,

I agree this dispute. Ali express takes the money and they will process the refund to you. It typically takes about 3 to 7 work days.

https://www.360docs.net/doc/e217115887.html,/help/newContactUs.htm

You can check the refund section in the above help link.

Thank you so much.

I am sorry for the inconvenience caused to you.

Best wishes.

3.5. 已发货，物流退回包裹。物流退回的包裹，发货运费不退。另外发货方需要付运费百分比（30%-50%新加坡小包和其他）或者每件货4元的退货费用。

3.5.1 货物还在目的国的,告知客人联系当地最近邮局要他们发回给客人. 延长收货期，劝说客人先取消纠纷。我们收到货之后可以重发给他。

Dear friend,

The package is still in your country. Your local post office can not contact you successfully.前一句原因更换Please contact them soon to get your package back.

At the same time, can you please check and confirm us the detailed address and phone number of you?

If the package returned to us, we will resend it to you. Is it ok? Can you please cancel this dispute at first?

Wait for your reply.

Best regards,

Fiona 换署名

3.5.2 货物已经显示回到中国. 延长收货期，劝说客人先取消纠纷。我们收到货之后可以重发给他。

Dear friend,

The post office did not returned the package to us till now. Can you please cancel this dispute at first?

I have extended the purchase protection time for you. If the package returned to our company, I will resend it to you. ok?

And can you please confirm us the correct shipping address and phone number?

Wait for your reply soon!

Best regards,

Fiona 换署名

3.5.3 包裹退回，国际运费比较高的，联系客人收取第二次发货费用。可以到线上物流查询发货费用。

1.妥投的订单。提交跟踪信息妥投记录截图，如果纠纷已经提交平台仲裁了，关注平台通知即可。

2.在途中的包裹，定期关注纠纷订单物流更新，及时通知客人并在发送信息时附带跟踪信息截图。也便于以后自己查看。

未到货，未开纠纷，无目的国信息

Dear friend,

The package is shipped out 日期, It have arrived in your country.

The international shipment normally takes about 30 to 60 days for delivery to your country via China post air mail. Sometimes it may be delayed due to bad weather,

slow customs clearance.

I have extended the purchase protection time for you by 40 days. Would you please wait for some more days for its arrival?

You can also contact your local nearest post office to check with the shipment number RF077261869CN.

If the package does not arrive to you in about 30 days, I will refund or to resend the package to you according to your need.

Wait for your reply.

Best regards,

Fiona

查询买家订单记录，包裹显示已经离开目的国家封发退回了。

告知买家我们可以重发，请他提供给我们正确的发货地址，和联系电话

Dear friend，

The shipment information shows the package has been returned by your post office.

It has arrived the import exchange （地点，日期）. But no one claims the package. After 1 month, the post office returned it back.（具体情况）

I am willing to resend it to you. Please recheck the shipping address and confirm me the correct detailed address with correct phone number.

I will arrange our warehouse to send a new package to you.

Wait for your reply.

署名

3.2、已收货有问题

发错颜色，尺码，有瑕疵，退货

Dear friend,（客户取消订单，并要求退款）

I will refund the money to you. please open a dispute for this order, it is a refund request, I will agree and Ali express will refund the money to you.

https://www.360docs.net/doc/e217115887.html,/adcms/help-aliexpress-com/make_refund_request.php https://www.360docs.net/doc/e217115887.html, will refund the money to you soon. It takes about 7 to 15 business days for the money to show up in your account.

Welcome to buy the products next time, if you want buy other product, please tell me in advance, I will check the color or quality more carefully for you.

I'm so sorry for cause your inconvenience.

For the any further concerns, please feel free to contact us.

3.3. 已退款

问退款何时收到的：

Dear friend,

https://www.360docs.net/doc/e217115887.html, will refund the money to you soon. It takes about 7 to 15 business days for the money to show up in your account.

(附上退款到账时间图)

For the any further concerns, please feel free to contact us.

Best wishes

署名

四、管理评价

1. 催好评

Dear Valued Customer,

Thank you for shopping on our store - we hopeyou are enjoying your purchase! Your shopping experience is very important to usand our business. We would like to invite you to leave positive feedback on ourproducts and service. It only takes a moment, and it’s a great way to helpothers make purchases like yours!

If you are unsatisfied with any aspect of ourservice, please contact us first so we can try to resolve your problem.

Thank you for your custom, and we look forwardto providing you with the best buying experience again on AliExpress!

Yours sincerely,

Seller Name

Dear friend,

1. The shipment information shows that the package has delivered to you.

2. If you received the product and satisfied with it, please give me 5 star feedback. It is important to me and helpful to future buyers.

**** 5 stars feedback= 5% discount for your future orders ***

The following is instructions for your reference:

https://www.360docs.net/doc/e217115887.html,/adcms/help-aliexpress-com/feedback_suppliers.php 3. If you have questions with products, size, please take clear photos to show us the problem /measured size.

Please do not hesitate to contact me. I will solve for you soon.

4. Welcome to our store next time. I'll give you all 5 stars feedback.

Best wishes!

署名

.

2. 联系买家修改中差评

3我们用无忧物流发货的，买家一段时间内没有收到货，就开了纠纷，之后妥投了，买家关闭了纠纷，但是给了我们一个差评。又无忧物流发货的订单，DSR 的物流差评是平台自动移除的，但是产品差评是不行的。所以对于无忧物流接管的纠纷，我们仍然需要跟买家发信息，告诉他情况，尽量安抚。否则即使到货了，可能也会因为我们不理他而给DSR服务低分，和产品的差评

2015-12-17 23:23:39(规定时间内未收到货开纠纷，货到了后给的差评)

Dear friend,

I have extended the purchase protection time for you. Your money is safe. Please don't worry.

The package is shipped by Aliexpress Standard Shipping. If the package does not arrive to you in 60 days. We can resend or refund the money to you.

It typically takes about 28 to 60 days for delivery to your country. Can you please cancel this dispute and wait for several more days?

You can track the item in the following link.

https://www.360docs.net/doc/e217115887.html,/detail.htm?mailNo=HN006985039AE

Wait for your reply.

客人要求修改地址：

Dear friend,

Would you please tell me the reason why you need to change the address?

The address is switched to another country. For your safty, please provide the following information to verify for you.

1. the clear scan copy of your photo ID, or drivers license.

2. the clear scan copy of the photo ID or drivers license of the new receiver living in the shipping address

If it is not convenient for you to provide us the information, you can place a new order with the correct shipping address. Then we will arrange to send your order out as soon as possible

Hope for your understanding.

wait for your reply.

16.02 16回复

Dear friend ,

Because the Spring Festival, We have a long time holiday for it and we are not working .The factory and shipping company are not shipping it .

We are begin to work form 2.16 .I will arrange our warehouse to send the order to you as soon as possible .I feel so sorry for cause this problem. Hope for your understanding .

For the any further concerns, please feel free to contact us

Best wishes

Sorry ,we have not the real photos about this kind of product at present. If you really want this kind of product ,You can place order at first and I will arrange to take the real photos to send to you before it shipped. Because I need the order number submit to our warehouse and pick up the product. Hope for u our understanding

Do you agree?

For the any further concerns, please feel free to contact us .Best wishes