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。
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
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!。