如何與買家溝通物流狀態(tài)-溝通模板分享

在跨境交易中大多數(shù)賣家使用郵政掛號小包、各類專線E郵寶等物流方式，這類的物流方式?jīng)]有一個承諾的交貨期，因此相信賣家朋友們收到無數(shù)的類似： “Where is my order”、“I haven’t received my order”這類物流引起的交易糾紛，今天小編摘取了論壇熱帖與大家分享一些實(shí)用有效的溝通模版，希望可以幫助到大家。

郵政包裹一般常見狀態(tài)中，我們常?？吹揭韵聨追N：

包裹查無信息 “NOT FOUND“ (當(dāng)包裹還未上網(wǎng)，官網(wǎng)未更新)

包裹正在運(yùn)輸中 “Transit” (當(dāng)包裹還在運(yùn)輸中時)

包裹到達(dá)待取”Pick Up” (當(dāng)包裹顯示已經(jīng)到達(dá)目的地國家)

包裹投遞成功”Delivered” (當(dāng)包裹顯示投妥，而收件人聲稱未收到時)

包裹運(yùn)輸過久”Expired” (大部分為時效延誤/ 目的地國家不能查到投妥/官網(wǎng)不更新狀態(tài)等)

包裹可能異常“Alert” (大部分為退件/ 海關(guān)單號/損壞/丟失等問題)

當(dāng)您查過單號以后，根據(jù)查詢到的包裹狀態(tài)，跟買家取得聯(lián)系。

Not found:

Dear valued customer:

Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RC867773406HK（示例單號）and I amhappy to assist today.

As per tracking result powered by 17track.net, I’m very sorry to inform youthat your item is still lack of tracking information right now. If you got atracking result as "Not found" it's telling you that your trackinginformation is unavailable, it doesn't mean that we haven't been mailed youritem.

(Note: There may be a delay between scanning events and the availability oftracking information related to those scanning events. The tracking informationmay not appear online immediately. Normally it takes a few days after theitem(s) have been sent for tracking details to be available from the shippingcarrier.

Therefore, please hold on for a few more days and try to check your order sometime later?

Thanks for your business again!

Have a nice day!

Best regards, store 888

Transit:

Dear valued customer:

Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RC867773406HK（示例單號）and I amhappy to assist today.

Here is a link for you to ref your package status in transportation：

這里復(fù)制17track查詢完的結(jié)果鏈接就可以了。

As per current tracking result, your shipment has been shipped and dispatchedby the shipping carrier of (HK Post) registered airmail on date 2014-09-21

It is still during normal shipping period and it hasn't arrived in yourdestination country as (country name) yet. We would be very thankful if youcould be more patient with this overseas shipment. From our experience, forthis kind of mail type, the shipping time is highly depend on the postalcarrier and local customs/taxes, etc. It usually takes a few weeks from ourorigin country to overseas destination countries after dispatching. Therefore,please hold on for a few more days and we would very grateful if you can waitfor your order patiently.

Thanks for your business again!

Have a nice day!

Best regards, store 888

Pick up:

到達(dá)待取或者到達(dá)目的地國家都行! 到達(dá)待取可能是第一次投遞失敗或者是到達(dá)投遞點(diǎn)！注意修改!

Dear valued customer:

Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RC867773406HK（示例單號）and I ampleased to assist today.

Here is a link for you to ref your package status in transportation：

這里復(fù)制17track查詢完的結(jié)果鏈接就可以了。

We are glad to inform you, as per current tracking result, yourpackage is ready to pick up/has been arrived in your country.

Please contact the shipping carrier as [USPS] to get instruction of where topick up your order/schedule a redelivery process. Please contact with them bythe below information and I hope you will receive your package in shortly.

Carrier name: USPS （示例郵政運(yùn)營商）

Helpline: 1-800-222-1811 （示例郵政運(yùn)營商幫助熱線）

Generally, The carrier has collection deadline, So, we’d advise you contact thecarrier at once so your order won’t be return back to us.

I truly wish you will be satisfied with your purchase and we are lookingforward you will confirm your order as soon as your got the item. Of course, ifyou like the item, please leave us a positive feedback.

Thanks for your business again!

Have a nice day!

Best regards, store 888

Delivered:

查詢結(jié)果簽收，而收件人聲稱未收到件的情況非常多哦，注意一下。

Dear valued customer:

Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RJ014099257CN（示例單號）and I am pleased to assist today.

Number: RJ014099257CN

Status: Delivered ( 30 Days )

Destination: United States

2014-09-29 16:01 PHOENIX, AZ 85031, Delivered, Your item was delivered at 4:01pm on September 29, 2014 in PHOENIX, AZ 85031.

2014-09-19 14:51 PHOENIX, AZ 85031, Notice Left (No Authorized RecipientAvailable)

2014-09-19 07:42 PHOENIX, AZ 85031, Out for Delivery

2014-09-19 07:32 PHOENIX, AZ 85031, Sorting Complete

2014-09-19 04:23 PHOENIX, AZ 85043, Departed USPS Facility

2014-09-19 04:21 PHOENIX, AZ 85031, Arrived at Unit

2014-09-18 21:42 PHOENIX, AZ 85043, Arrived at USPS Facility

2014-09-18 02:26 KEARNY, NJ 07032, Departed USPS Facility

2014-09-17 17:24 KEARNY, NJ 07032, Arrived at USPS Facility

2014-09-17 17:24 Origin Post is Preparing Shipment

======================================

Powered by 17track.net

As per current tracking result, I found the tracking result indicate that yourpackage has been delivered successfully. If you haven’t received your package,I’d advise you contact with the shipping carrier directly to verify more deliveredinformation such as “Delivered address and signature name”. Due to privacypolicy, the carrier may not display the addressee’s name online, though theywould keep them at their interior system.

And I’m 100% positive that I have shipped your order to your designatedshipping address as the following:

在此處可以確認(rèn)一下收件人的地址及郵編等資料;

Before you contact with the shipping carrier, May I advise you check with yourfamilies, roommates, and neighbors,etc. See if anyone have signed the item foryou.

Carrier name: USPS （示例郵政運(yùn)營商）

Helpline: 1-800-222-1811 （示例郵政運(yùn)營商幫助熱線）

I will be here to assist you find your order, keep me posted.

Thanks for your business again!

Have a nice day!

Best regards, store 888

Alert:

退件原因很多，到達(dá)目的國家后沒有投妥成功的，引起的原因多為關(guān)稅/或者投遞不成功保留過期等；還有一部分原因，可能是由海關(guān)問題引起的，沒有從中國成功封發(fā)出口或者沒有辦法進(jìn)入目的地國家。要如何解決要賣家自行編輯郵件~

Dear valued customer:

Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RC867773406HK（示例單號）and I ampleased to assist today.

We regret to inform you, as per current tracking result, I found the trackingresult indicate that your package is under unusual condition. It was returningback to us. The possible reason for returning will be written on the package(Incorrect/illegible/incomplete address, expired retention period; theaddressee failed to collect the item; the addressee does not reside at thegiven address; refused to accept by addressee, etc.) We can inform you furtheronce we received the returned package. Depending on this unusual situation, weare sorry for this shipping incident and any inconvenience it caused. We wouldwilling to resolve this problem by make full refund or replace one and send toyou. (退件問題要具體情況，需要怎么解決要修改)。

Again, please excuse us and let us know which method you are preferable toresolve this unfortunate situation.

Have a nice day!

Best regards, store 888

Expired:

這種狀態(tài)是指從郵政官方接收到2-3個月內(nèi)，查無投妥信息，提示買家注意溝通:

Dear valued customer:

Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RC867773406HK（示例單號）and I ampleased to assist today.

I’m very sorry to hear that you still haven’t received your order. Under thiscircumstances, I’d advise you contact with the shipping carrier in your countryand verify if they have received your shipment from overseas.

Carrier name: USPS （示例郵政運(yùn)營商）

Helpline: 1-800-222-1811 （示例郵政運(yùn)營商幫助熱線）

And at our side, we will commence a formal investigation into whereabouts ofyour order with our shipping carrier here. But it gonna take some times, couldyou wait for their response as patient as you can?

And we would also like to apologize for this unfortunate situation.

We hope the reason for deferring your package reason will be clarified inshortly.

Thanks again for your patience and I will be here to assist you along on thissituation.

Have a nice day!

Best regards, store 888

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