速卖通客户回复

回复关键点汇总：1、及时回复很重要——经常检查注册邮箱，并在买家发送询盘的24小时内回复最有效果！2、回复内容要专业和完整——3C原则3、格式要规范——别忽略问候语，结束语等细节速卖通为大家精心整理了系列回复模板，顶到20楼后放出，大家给力啊！详细回复技巧：1.回复时间注意事项：今日事今日毕，24小时内回复询盘——欧美发达国家买家下单高峰期在美国时间8点到13点之间，也就是北京时间23点到凌晨3点之间，所以必须当天回复，在睡梦中订单就会悄然来袭啦注：如果不能回复询盘一定要给客户一个回应，告诉他已经收到询盘，目前不能回的原因和什么时候能够给客户答复。

2.回复原则——3C原则Clearness(清楚)Concisenes(简洁)Courtesy（礼貌）3.案例分析第一回合（1）需要思考的问题：专业度professional (多了解自己的产品，在每一封邮件中体现您的专业度)满足需求度meet demands体现诚意show your sincereity（2）回复邮件注意点规范的格式（paragraphy, cap italization,spelling ,grammer…）问候语——礼节、呼应有问必答——某些问题暂时不能回答，要给客户解释原因，切忌避而不答重点突出，意思明确落款——要有完整称呼第二回合专业报价——完整且有针对性专业图片——清晰、方便浏览和接收问清客户需求——节省双方时间和精力语气——会影响全局，要有礼貌几个回合后客户来邮件后客户有多个问题一一作答，条理清楚客户提出的专业问题尤其不能避而不答涉及到产品证书、质量等级的问题最好主动提及减少邮件往来的回合，提高效率4.公司介绍公司介绍怎么写？三行最适合且要有独特的卖点，放在开始和结尾都是可以的公司介绍三行How long? When？What？5.讨价还价第一次报价给自己适当留有空间价格的合理性与竞争对手相比其他选择方案6.无法满足对方需求时一定要注意语调＋给出解决方案总结意识决定行为重视你的每一客户，24小时内回复赢在服务注意沟通的语气和诚意，内容专业细节很关键仔细阅读客户邮件中每一句话，和每一封邮件提醒买家尽快付款模板Dear Abdullah,Have a nice day!We appreciated your purchase from us. However,we noticed you that haven't made the payment yet. This is a friendly reminder to you to complete the payment transaction as soon as possible. Instant payments are very important; the earlier you pay, the sooner you will get the item.If you have any problems making the payment,or if you don't want to go through with the order,please let us know.We can help you to resolve the payment problems or cancel the order.Thanks again!Looking forward to hearing from you soon.关于荷兰邮政小包Dear buyer,We send your parcel through Post NL(Netherlands) Parcel.Because of the battery.It will send to Netherlands first ,then send to your country.before send to Netherlands,there may will not have tracking message on the web, so please wait 5 more days ,the tracking message will update soon and your will get it soon.Best regards,Alice YangDear X,We appreciate your order from us.You have chosen one of the bestselling products in our store.It’s very popular for its good quality and competitive price. Right now, we only hav e X lots of the X colors left.We would like to inform you that this product has a high risk of selling out soon. We noticed that you hadn’t finished the payment process for the order.We’d like to offer you a10% discount on your order, if you purchase now, to ensure t hat the product doesn’t sell out.We will ship your order within 24 hours once your payment is confirmed.If you need any help or have any questions, please let us know.Best Regards,(your name)PS: We are one of the biggest suppliers on AliExpress. With more than 3 years’ e xperience in world trade, we are able to provide the best prices, the highest quality and the superior service. We inspect our products before shipping them out and p rovide a 1 year warranty for all products. We promise to give you a full refund if t he products are not as described.If you have any questions, please contact us; we are happy to help you.催促下单，库存不多Dear X,Thank you for your inquiry.Yes, we have this item in stock. How many do you want?Right now, we only have X lots of the X color left. Since they are very popular, the product has a high risk of selling out soon.Please place your order as soon as possible.Thank you!回应买家砍价Dear x,Thank you for your interests in my item.I am sorry but we can’t offer you that low price you asked for.We feel that the price listed is reasonable and has been carefully calculated and leaves me limited profit already.However, we’d like to offer you some discounts on bulk purchases.If your order is more than X pieces, we will give you a discount of xx% off.Please let me know for any further questions. Thanks.因为周末导致回复不够及时,先表示歉意，因为错过了最佳24小时回复时间所以可通过主动打折的方式赢取客户。

Dear X,I am sorry for the delayed response due to the weekend.Yes, we have this item in stock. And to show our apology for our delayed respons e, we will offer you 10% off.Please place your order before Friday to enjoy this discount. Thank you!Please let me know if you have any further questions. Thanks.选择escrow，提醒折扣快结束了Hello X,Thank you for the message. Please note that there are only 3 days left to get 1 0% off by making payments with Escrow (credit card, Visa, MasterCard, moneyboo kers or Western Union).Please make the payment as soon as possible. I will also send you an additional gift to show our appreciation.Please let me know for any further questions. Thanks.合并支付及修改价格的操作Dear X,If you would like to place one order for many items, please first click "add to cart", then “buy now”, and check your address and order details carefully before clicking “submit”. After that, please inform me, and I will cut down the price to US$XX. Y ou can refresh the page to continue your payment. Thank you.If you have any further questions, please feel free to contact me.订单超重导致无法使用小包免邮的回复Dear X,Unfortunately, free shipping for this item is unavailable;I am sorry for the confusion. Free Shipping is only for packages weighing less than 2kg, which can be shipped via China Post Air Mail.However, the item you would like to purchase weighs more than 2kg.You can either choose another express carrier, such as UPS or DHL (which will include shipping fees, but which are also much faster).You can place the orders separately, making sure each order weighs less than 2kg, to take advantage of free shipping.If you have any further questions, please feel free to contact me.海关税(customs tax)Dear X,Thank you for your inquiry and I am happy to contact you.I understand that you are worried about any possible extra cost for this item. Based on past experience, import taxes falls into two situations.First, in most countries, it did not involve any extra expense on the buyer side for similar small or low-cost items.Second, in some individual cases, buyers might need to pay some import taxes or customs charges even when their purchase is small. As to specific rates, please consult your local customs office.I appreciate for your understanding!已发货并告知买家Dear X,Thank you for shopping with us.We have shipped out your order (order ID: xxx) on Feb. 10th by EMS. The tracking number is xxx. It will take 5-10 workdays to reach your destination, but please check the tracking information for updated information. Thank you for your patience!If you have any further questions, please feel free to contact me.Best Regards,(Your name)发货通知无单号的Thanks for your purchase. we're writing to tell you that your items had been shipped by Airmail on 6th/Aug. fromHong Kong to:Hoc Pham2715 Sedgemoor DrGrand Prairie, TX 75052United statesNormally it need take 10-20 business days to reach you, I'm sorry that there is no tracking number from Airmail, but it would arrive at you safe and sound. So your patience will be highly appreciated. Any further needs just feel free tocontact us.kind regards发货通知重发的Thanks for your cooperation and patience. we're writing to tell you that your new replacement had been shipped by Airmail on 27th/Jul. fromHong Kong to:Thu-Thao Nguyen1180 N Cherry WayAnaheim, CA 92801-2023United StatesNormally it need take 15-20 business days to reach you, I'm sorry that there is no tracking number from Airmail, but it would arrive at you safe and sound. So your patience will be highly appreciated. Any further needs just feel free to contact us.kind regards发货通知有单号（新加坡）Thanks for your business. we're writing to tell you that your items had been shipped by Airmail on 28th/Jul. from Hong Kong to:Masao Murakami18, Aza KitakawaharaShiroisi-City Miyagi 980-0262Japan81-224-25-2757Normally it need take 15-20 business days to reach you, here is the tracking number: RF024969956SG you can just track it on /ra/ra_article_status.asp. Your patience will be highly appreciated. Any further needs just feel free to contact us.kind regards（香港）Thanks for your business. We're writing to tell you that your items had been shipped by Airmail on 18th/Sep. From Hong Kong to:Angelos PlatisAkti Ionias 20Piraeus, Athens18755GreeceNormally it need take 15-20 business days to reach you, here is the tracking number: RT094722693HK you can just track it on /CGI/mt/enquiry.jsp. Your patience will be highly appreciated . Any further needs just feel free to contact us.kind regards留评后，去信:Thanks for your business and postive feedback, we have just left the postive feedback for you. We will look forwards to your next business with us. Any further needs just feel free to contact us.kind regards取消交易Thanks for your contacting.Sorry for our later replay,we just cancel the order about item #260542651562,please just accpet the request we sent.Thanks advance!Any further needs just feel free to contact us.kind regards30天未收到货We're so sorry that you still haven't received your item. Please don't worry we have the 30days money back guarantee. Now we will consider this package as lost, just wonder if you want us to resend a new replacement for you(We will reconfirm your address) or just want your full money back, please accept our sincere apology again for such a mess or any inconvenience it may cause. We will await your reply. Very appreciate your understanding and patience.kind regards20到30天期间未收到货的We're so sorry that you still haven't received your item. we have checked our records and found that your item was shipped out on 日期, it should have reached you. Now we will contact our carrier about your case and then keep you posted. Please don't worry we have the 30days money back guarantee. If you could receive it before 日期,we will consider this package as lost, Will resend a new replacement for you or fully refund you, please accept our sincere apology again for such a mess or any inconvenience it may cause. We will await your reply. Very appreciate your understanding and patience.kind regards超过20天到无穷未收到货Thanks for your contacting, We're so sorry that you still haven't received your item. we have checked our records and found that your item was shipped out on 日期, it should have reached you. But shipping time is slow recently due to the strict customs inspection. Anyway, we will contact our carrier about your case and then keep you posted. please accept our sincere apology again for such a mess or any inconvenience it may cause. Very appreciate your understanding and patience.kind regards确认地址Thanks for your business and quick payment, we just want to confirm your shipping address by now. Could you please tell us which address below you prefert us to send you to:地址一or地址二Please get us back about that confirmation. Your items will be dispatched out once we get your reply. Very appreciate your time and cooperation.kind regards假装海关退回Today we received your package returned by the post office. There're some reasons for it accroding to our carrier. It's perhaps refused by the customs or the shipping address is incorrect one. Could you please just reconfirm your address and then we will rearrange your package. Please just accept our sincere apology for such a trouble. Just tell us if you don't want to try the second time again then we will fully refund you. We will await your reply. Very appreciate your time and cooperation.kind regards.假装被海关扣住Today we received an notifications from our carrier. Parts of our packages had been held by Customs according to them. But they couldn't offer us the lists of whose packages were held. Please accept our sincere apology for such a mess. We just wonder if you have received your package? And please contact us as soon as possible. Please don't worry if your package was unfortunately held by Customs and we would like to rearrage your order or fully refund you. Will await your reply. Thanks for your cooperation.kind regards重发或退款Thanks for your contacting.We had confirmed the problem with our carrier. Please accept our sincere apology for such a problem.Just wonder if you would like to accept a new replacement or you just want your full money back.We will await your reply then. Very appreciate your understanding and time.kind regards兴趣卖家Thanks for your interestsAny further interests in other products or deals please just feel free to contact us again then.kind regards批发卖家Thanks for your great interests in our products. Actually we did offer disount for wholesales deals.Recommeding lists for the products you need had been sent to your mail address:客户邮箱.Please just check your email. Actually the price we offer is only for trasaction through Paypal instead of eBay due to high eBay Final Value Fees. Any further interests in other products or deals please just feel free to contact us again then.kind regards断货(out of stock)Dear X,We are sorry to inform you that this item is out of stock at the moment. We will contact the factory to see when they will be available again. Also, we would like to recommend to you some other items which are of the same style. We hope you like them as well. You can click on the following link to check them out.http://www.aliexpress…Please let me know for any further questions. Thanks.缺货参考版(多缺一)Thanks for your quick payment, but we're sorry to tell you that one of your item 产品号is not in stock now.Just wonder if you want to change another similar 产品名with different styles. The photos had been sent to your mail address:客人邮箱. Just choose one to replace the one not in stock or you just want your money back. We will await your reply. Please accept our sincere apology for such a problem.Any further needs just feel free to contact us.kind regards缺货参考版(一缺一)Thanks for your quick payment, but we're sorry to tell you that your item 产品号is not in stock now. Just wonder if you want to change another similar 产品名with different styles. The photos had been sent to your mail address:客人邮箱. Just choose one to replace the one not in stock or you just want your money back. We will await your reply. Please accept our sincere apology for such a problem.Any further needs just feel free to contact us.kind regards缺货参考版(断货版)Thanks for your quick payment, but we're sorry to tell you that your item #产品号is not in stock now. Just wonder if would accept a full refund or new replacement. Please acceptour sincere apology for such a problem. We will await your reply. Please accept our sincere apology for such a problem.Any further needs just feel free to contact us.kind regards质量问题，需要拍照的Thanks for your contacting, we're sorry to heard such a trouble from you. Just wonder if it's possible for you could take some photos to show the situations you met. So that we will contact our supplier with them as a proof. Please just send the photos to our mail address:所在客服邮箱carrielee "at" goodhlx "dot" com (As dhgate restrict,"at" and "dot" should replaced by the corresponding symbol.Thank you!)Will await your reply.. Will await your reply.kind regards质量问题，不需要拍照的Thanks for your contacting, we're sorry that your met such a problem. Actually every item was tested before they were sent, so it should work well. Anyway, would you like to check your 检查的内容again. And please get me back if it still doesn't work. Then we will give you a solution satisfied you. We will await your reply. Very appreciated your patience and coporation.kind regards已经退款We're writing to tell you that we have just done the refund for you as our promised.Here is the refund id:76650563BD911835M, please just check it with your Paypal account. Please accept our sincere apology again for such a mess.Anyway, we hope our next business in future. Any further needs just feel free to contact us.kind regards确认产品质量问题，询问重发或者退款、Thanks for your cooperation. We had confirmed the problem with our supplier. Please accept our sincere apology for such a problem. Just wonder if you would like to accept a new replacement or you just want your full money back.We will await your reply then. Very appreciate your understanding and time.kind regards答应重发Thanks for your patience and cooperation, we will arrange your order today and then will inform you once we shipped out your package. Any further needs just feel free to contact us.kind regards客人感谢我们的交易的Thanks you for your reponse, We look forwards to doing business with you in future. . Please leave the 5-star postive feedback for us if you're satisfied with our service.Any further needs just feel free to contact us.kind regards提醒买家尽快付款模板Dear Abdullah,Have a nice day!We appreciated your purchase from us. However,we noticed you that haven't made the payment yet. This is a friendly reminder to you to complete the payment transaction as soon as possible. Instant payments are very important; the earlier you pay, the sooner you will get the item.If you have any problems making the payment,or if you don't want to go through with the order,please let us know.We can help you to resolve the payment problems or cancel the order.Thanks again!Looking forward to hearing from you soon.Dear X,We appreciate your order from us. You have chosen one of the bestselling product s in our store. It’s very popular for its good quality and competitive price. Right no w, we only have X lots of the X colors left. We would like to inform you that this product has a high risk of selling out soon.We noticed that you hadn’t finished the payment process for the order. We’d like to off er you a 10% discount on your order, if you purchase now, to ensure that the product doesn’t sell out.We will ship your order within 24 hours once your payment is con firmed. If you need any help or have any questions, please let us know.Best Regards,(your name)PS: We are one of the biggest su ppliers on AliExpress. With more than 3 years’ e xperience in world trade, we are able to provide the best prices, the highest quality and the superior service. We inspect our products before shipping them out and p rovide a 1 year warranty for all products. We promise to give you a full refund if t he products are not as described.If you have any questions, please contact us; we are happy to help you.催款信1Thanks for your business. But we still await your payment regards this order. Just wonder if you met some troubling when checking out. Please just contat us then if so. We will wait your reply for this. Very appreicate your understanding and time.kind regards催款信2Sorry to bother you again. But we still haven't received your payment for a long time. Just wonder if you would like to change you mind and cancel this order or you will pay it shortly. We're sorry but this latter is the last notification. before we resolve this problem with eBay and we hope you can understanding. We will still look forwards to receive any of your reply about this.Kind regardssorry to bother you again.But we still haven't received your payment for a long time. Just wonder if you click by mistake and want to cancel this order or you will pay it shortly.Please just contat us then as soon as possible. We will wait your reply for this. Very appreicate your understanding and time.kind regards物流遇到问题Dear X,Thank you for your inquiry; I am happy to contact you.We would like to confirm that we sent the package on 16 Jan, 2012. However, we were informed package did not arrive due to shipping problems with the delivery company. We have re-sent your order by EMS; the new tracking number is: XXX. It usually takes 7 days to arrive to your destination. We are very sorry for the inconvenience. Thank you for your patience.If you have any further questions, please feel free to contact me.Best Regards,(Your name)Notifications:延迟发货The Chinese traditional Spring Festival is coming. The Hong Kong post will be on vacation during 13th/Feb to 18th/Feb. So in these days, we will:1. All orders placed during 13th/Feb to 18th/Feb will be shipped out on 19th/Feb.2. Our customer service team will work without any influences, we will reply your emails within 24 hours as normal.3. After 19th/Feb anything will work as usual.Your understanding and cooperation will be highly appreciated.From eBay seller:账号名称因为物流风险，卖家无法向买家国家发货时给出的回复Dear X,Thank you for your inquiry.I am sorry to inform you that our store is not able to provide shipping service to your country. However, if you plan to ship your orders to other countries, please let me know; hopefully we can accommodate future orders.I appreciate for your understanding!冰岛火山影响We regret to inform you that your item may be delayed on the delivery for the volcanic explosion in south Iceland. Owning to this volcanic explosion, airlines to Europe have to been cancelled, and many airports also have been closed, which directly caused the shipping delivery delayed. This also has effect on the airline in Europe. You can read more detailed news in these links below:/portal/rm/content1?catId=112300784&mediaId=3800088#1600 082We appreciate your understanding and patience. We will keep tracking the information, and try our best to offer you any help. Any further needs just feel free to contact us.Kind regards物流延误Dear Buyer ,Have a nice day !We would like to confirm that we sent the package on 2013-09-21 . via China Post Air It usually takes 20-25 days to arrive to your destination.If you don't get in within 35days ,pls contact us .we will offer you a good solution for your LostWe are very sorry for the inconvenience.Thank you for your patience.Best RegardIf you have any further questions, please feel free to contact me.cause a delay in the delivery of your item for several days.please contact us through eBay message. Thank you for your understanding and patience.Yours Sincerely.so the shipping may take longer than domestic shipping. We will ship the item out promptly after receipt of payment. Please refer to the estimated delivery time chart in the item description to estimate your item’s arrival time. Your satisfaction is our priority. If you have any concerns, please contact us through eBay message. Thank you for your understanding and patience.Yours sincerely.Thank you for purchasing an item from our store. We are sorry to inform you that the delivery of your itemoffice that all parcels will be delayed due to this natural disaster.Your patience is much appreciated. If you have any concerns, please contact us through eBay message so that we can respond promptly. Our thoughts are with you.Yours Sincerely.ear Customer,reference, the postal tracking number is below:utmost priority; please contact us if you have any concerns.We apologize for any inconvenience. Your understanding is greatly appreciated.Sincerely,(seller)D ear Customer,reference, the postal tracking number is below:utmost priority; please contact us if you have any concerns.We apologize for any inconvenience. Your understanding is greatly appreciated.Sincerely,(seller)询问发运feeThanks for your contacting. Actually we offer this item for free shpping by Airmail!! Also it need take 15-20 business days to reach Australia. Sometimes it take longer due to the strict Customs inspection. Any further needs just contact us then.Best Regards客户告之收到产品Thanks for your patience and coporation.We regret that the item was delayed due to the volcanic explosion in south Iceland.wning to this volcanic explosion, airlines to Europe have to been cancelled for weeks.Anyway,we great to hear that it arrived safe.We look forwards to doing business with you in future. . Please leave the 5-star postive feedback for us if you're satisfied with our service.Any further needs just feel free to contact us.建议挂号Thanks for your contacting. It is free to ship the item to Norway! You just pay 4.79USD.Also we offer the insurance service 2usd for choose,Any further needs just feel free to contact us.We await your reply.Kind regards兴趣买家Thanks for your great interests in our products.We did offer disount for wholesales deals,18USD for 5pcs covers,total is 36USD for two lot,including registered mail shipping fee to 国家名. Actually the price we offer is only for trasaction through Paypal instead of eBay due to high eBay Final Value Fees. Here is our paypal account: *******************.Anyfurtherneedpleasejustfeelfreetocontactusthen.kind regards怎么留评Thanks for your business!Yeah,you can leave a feedback as follow:1.Enter your ebay account2.Click 'Summary',in your 'buy' list, you can find 'Won',3.Search the item you buy from us.4.And then you can find 'leave feedback'We will look forwards to your next business with us. Any further needs just feel free to contact us.kind regards未收到答应退款Thanks for your contacting, We're so sorry that you still haven't received your item. we have checked our records and found that your item was shipped out on 31th/Mar, it should have reached you. But shipping time is slow recently due to the strict customs inspection. Anyway, we will contact our carrier about your case and then keep you posted. If you have not receive your items on 13th/May,we will consider this package as lost then give your full money back.please accept our sincere apology again for such a mess or any inconvenience it may cause.We are waitting for your reply.kind regardsThanks for your contacting. We're sorry to tell you that we have not received the last mail from you.We have just done the refund for you as our 30days money back guarantee promised. Here is the refund id:1WK595771T039471S, please just check it with your Paypal account. Please accept our sincere apology again for such a mess. Anyway, we hope our next business in future. Any further needs just feel free to contact us.kind regards货物损坏重发收包装费Thanks for your contacting, we're sorry for the terrible international transport. Please accept our sincere apology for such a problem. So, we would like to offer your a new item and ship it for free! Also,we will pack in a carton case,it need cost your 2USD,to avoid the item cracked again.Is that be ok? Hope your reply.Best Regards海关严查Thanks for your contacting. Sorry for our later reply. Actually ,your items had been shipped by Airmail on 3rd/May. fromHong Kong to:marvin silva1078 hancock avefranklin square, NY 11010United statesNormally it need take 10-15 business days to reach you, but some times it may be delay by the customs strict inspection,I'm sorry that there is no tracking number from Airmail, but it would arrive at you safe and sound. Now it will be arrive soon. So your patience will be highly appreciated.Any further needs just feel free to contact us.kind regardsThanks for your business. We hope to serve your better, enjoy your ebay bidding! Any further needs just feel free to contact us.Best regards退款Thanks for your contacting, we're sorry for the terrible international transport. Actually, your item has been shiped 18th/Apr.Anyway, it is nearly a month you do not receive your items.Please accept our sincere apology for such a problem. So, we're writing to tell you。