郵件回復(fù)注意事項(xiàng)And節(jié)日營銷技巧！

圖片來源：圖蟲創(chuàng)意

小喇叭：上篇娜姐分享文章：火眼金睛——查找差評訂單！

娜姐每天的操作日志及心得在這里分享給大家，還沒關(guān)注的趕緊來噢！

進(jìn)入正題！

“郵件回復(fù)”是我們每個(gè)運(yùn)營人必備的最基礎(chǔ)的運(yùn)營能力，但是郵件回復(fù)中需要注意哪些小細(xì)節(jié)呢？特別是節(jié)假日的時(shí)候，需要回復(fù)的郵件更多，我們一起來看看叭~~這些不可忽視的小細(xì)節(jié)。

下篇分享：娜姐實(shí)戰(zhàn)：選品分析市場！

下篇開始，娜姐將根據(jù)自己運(yùn)營的產(chǎn)品和大家進(jìn)行分享，每天都做了什么，如何運(yùn)營等，我們不見不散噢~~

1.郵件回復(fù)注意事項(xiàng)

a.郵件不是私人的

買賣雙方并不能看到對方真實(shí)的郵箱，這是防止雙方線下交易或者談判。而且買賣雙方也不能發(fā)真實(shí)郵箱地址給對方，買家發(fā)過來的一般會被屏蔽掉，賣家發(fā)出去有可能得到政策違規(guī)警告。（添加娜姐微信amznajie，進(jìn)純賣家交流群）

b.Mark as no response needed

我們都知道如果買家發(fā)了一些thank you, thanks之類的話，或者沒有實(shí)質(zhì)意義不需要直接回復(fù)的郵件，點(diǎn)擊Mark as no response needed即可。

這個(gè)功能之前有提及過就是在很特別情況下可以用于超過24小時(shí)沒有回復(fù)的郵件，但是只能是幾封郵件的數(shù)量并且只能是偶爾很少數(shù)的情況下使用。因?yàn)閬嗰R遜有強(qiáng)大的數(shù)據(jù)監(jiān)測，不要過于投機(jī)取巧。Mark了以后，郵件還是要回復(fù)的，找到郵件再進(jìn)行回復(fù)。

c.內(nèi)容不能包含私人信息

這個(gè)是說有些客戶不知道怎么發(fā)退貨申請， 然后讓你在郵件中發(fā)地址過去， 這個(gè)做法是不妥的。只能是通過郵件向客戶說明在哪里發(fā)一個(gè)return request過來，我們再去授權(quán)退回。

當(dāng)然客戶可以發(fā)地址和電話號碼給我們， 如果真的太難聯(lián)系上， 電話是個(gè)好辦法。

或者說給一個(gè)店鋪鏈接，引導(dǎo)客戶到那里完成交易也是不行的。鏈接不能隨便發(fā)，除了物流信息等，其他鏈接都最好不要發(fā)。

d.郵件不能利誘

相信大家都清楚利誘是什么了，我給你什么好處，你也要給回些好處。特別是在處理差評時(shí)， 不要一不小心就說出口了。

2.各類郵件回復(fù)模板

a.客戶訂購多種產(chǎn)品，賣家發(fā)郵件確認(rèn)產(chǎn)品訂單的郵件模板

Dear buyer，

Thank you so much for your great support on us.

We have received your order of “XXXXXX”.

We will work on your order asap, we just want to confirm the amount of the compass, did you order 10 pcs?

If nothing is wrong, we will ship them asap.

Best Regards

Seller’s name

b.客戶因訂購的商品大小不合適導(dǎo)致退貨的郵件模板

Dear buyer，

Thank you so much for your great support on us.

So sorry for the inconvenience that the swimming suit did not fit you.

Will it be possible to give others as a gift? Or how about we make you a partial refund as a way to make up for this?

Just suggestion, if you insist on returning it back, we will go to the further step.

Waiting for your reply.

Best Regards

Seller’s name

c.賣家發(fā)錯(cuò)地址的郵件模板

Dear buyer，

Thank you so much for your great support on us.

What a big mistake we made!

Sorry, but will you still want the items? If yes, we will resend you immediately, if not, we will make you the full refund.

Waiting for your reply and hope your kind understanding.

Best Regards

Seller’s name

d.賣家發(fā)貨告知到達(dá)時(shí)間的郵件模板

Dear buyer，

Thank you so much for your great support on us.

Usually it takes about 7-12 days for the item to reach you.

Any question, feel free to contact us and we will reach you at the soonest.

Best Regards

Seller’s name

e.賣家發(fā)貨后，請求客戶寫feedback的郵件模板

Dear buyer，

Thank you very much for your order!

We have shipped the goods and it will arrive at your side soon. Hope you likeit! And we are looking forward to your feedback.

Have a nice day!

Best Regards

Seller’s name

f.亞馬遜漏發(fā)貨沒有發(fā)貨缺點(diǎn)擊發(fā)貨后客人需要運(yùn)單的郵件模板

Dear :

Thank you so much for your great support and sorry for keeping you waiting.

We checked the tracking information found there is no update information as you said.

We will contact the post office to find out the problem.

We wonder would you still want the item, if yes, inform us the size and we will resend you asap, if not, we will make you the refund.

Waiting for your reply.

Any inconvenience hope your kind understanding.

Best regards

g.亞馬遜的商品被跟賣，發(fā)警告信的郵件模板

Hello,

We have noticed that you are not authorized to sell this card knife and you have listed this particular item (ASIN:B00GICPZT0) which is sold exclusively by the brand authorized sellers. Please refer to our attachment.

Please send the confirmation to us after you remove the product as issued from your listing.

If you do not comply with these demands, we will have no notice but to claim with http://amazon.com seller performance department, which will seriously impact your Amazon selling privileges.

Please handle and reply us as soon as possible, otherwise we will complaints and amazon.

h.客戶詢問貨物的tracking number或者有沒有發(fā)貨，給客戶的回信郵件模板

Dear Customer,

Thank you for contacting us regarding your inquiry.

Orders are shipped within two days after they are placed. Usually, we are able to ship orders the next day. Weekend orders are shipped on the following Monday. Please allow 3-9 business days after shipment for delivery. You will receive a shipping confirmation email from Amazon when the shipping information has been uploaded.

Your patience and understanding are greatly appreciated. If you have any other questions or concerns, feel free to contact us.

Best regards

I.買家以不想要為由要求退貨，賣家接受退款請求，給買家回信的郵件模板

Dear :

Thank you for contacting us regarding your inquiry.

Your return request has been approved. You will be receiving a return shipping label and RMA instructions via Amazon. Please be advised that the return shipping cost is the responsibility of the buyer. The initial shipping cost cannot be refunded and a 25% restocking fee may be applied if the merchandise is used or damaged visually.

Also, please make sure that the correct merchandise is being shipped us, (seller’s name). We are a seller by the name of (seller’s name) on Amazon and we will only accept returns of our merchandise. If merchandise purchased from a different seller is shipped to us, we will need to ship the merchandise back to you and we will also ask you for the shipping cost incurred.

We appreciate your cooperation.

Best regards

j.買家已經(jīng)下單，貨已經(jīng)發(fā)出去了，但在網(wǎng)上沒有查到物流信息，買家發(fā)郵件來查詢這件貨的情況，回復(fù)買家的郵件模板

Dear customer,

Sorry for disturbing you, we tracked your shipping. The shipping information may not update so prompt, 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 asap.

Your understanding will be highly appreciated.

Best regards

k.買家沒有收到貨，發(fā)郵件詢問情況，回復(fù)郵件的模板

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).

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 asap.

Your understanding will be highly appreciated.

Best regards

3.節(jié)日郵件營銷技巧

a.郵件營銷

發(fā)送營銷郵件對于每一個(gè)營銷活動來說都是不可獲取的一部分。尤其是在節(jié)日期間，消費(fèi)者們也在急切地等待營銷電子郵件的到來，以便提早了解折扣信息，為自己節(jié)省節(jié)日開銷。當(dāng)然，并不是所有營銷電子郵件都能獲得點(diǎn)擊，設(shè)計(jì)精美、圖片精良，文本精簡（沒有人想讀大段文字）并帶有“% off”字樣的電子郵件更能吸引消費(fèi)者注意。

雖然發(fā)送營銷郵件是必要的，但倘若你發(fā)送地過于頻繁，可能會讓你的客戶感到厭煩。如果你的郵件營銷策略計(jì)劃得夠好，內(nèi)容也很吸引人，一周2封郵件已經(jīng)足夠了。電子郵件應(yīng)該營造濃濃圣誕氛圍：坐在火邊，打開禮物，與深愛的家人朋友在一起。此外要堅(jiān)持熟悉的圣誕配色方案：金色、紅色、黃色和綠色。賣家可以使用Coolors或在Google中搜索以圣誕為主題的配色以獲得靈感。

b.售后策略

* 根據(jù)售后類型的不同制定好相應(yīng)的郵件回復(fù)模板，如退換貨制定團(tuán)隊(duì)成員相互協(xié)作分工，及時(shí)處理好郵件、退換貨、丟貨、發(fā)錯(cuò)貨、差評、索賠等問題。

* 對于那些查詢物流狀態(tài)的郵件，告知客戶你的查詢結(jié)果，并將訂單查詢網(wǎng)站發(fā)給客戶，供他自己查詢，這樣會顯示出你的貼心和負(fù)責(zé)；

* 對于那些沒有及時(shí)妥投或者已經(jīng)丟包的貨物，第一時(shí)間向客戶道歉，并與客戶協(xié)商重發(fā)或退款事宜，最大程度爭取客戶的諒解；

* 主動聯(lián)系給到Feedback差評的買家，開誠布公地解釋你的難處，為他們提供優(yōu)惠券或者郵寄小禮品。如果他答應(yīng)幫你刪除差評，要把刪除差評的詳細(xì)步驟發(fā)給他，并提供相應(yīng)鏈接，不要讓他們自己去找，那無疑會增加他的麻煩和浪費(fèi)他的時(shí)間；

c.關(guān)鍵詞投放

禮品相關(guān)的關(guān)鍵詞一定要放在你的PPC廣告里，而且盡量找到比較接近你的產(chǎn)品的關(guān)鍵詞，比如說你在搜索框可以輸入：Christmas gift for girl under XX （女孩年齡XX以下的）、Christmas gift for under XX （禮品低于XX 美金的）christmas gift for girlfriend/ women / man / boyfriend/ mom 等等這樣的詞，一定要用起來，還有一個(gè)非常好的詞就是圣誕節(jié)很多父母在襪子里面塞一些小禮品，如果你的產(chǎn)品恰恰是體積比較小的，適合送個(gè)小孩的這種禮品。

因?yàn)檫@種放在襪子里的產(chǎn)品，一般買家自己也不知道放什么，盡量加個(gè)適中或者比較便宜，然后體積不要太大，買家會考慮這類產(chǎn)品，所以你要站在這個(gè)買家的角度考慮，要思考你的產(chǎn)品適不適合投放這種詞，然后另外一個(gè)問題，你投放這個(gè)廣告的時(shí)候盡量投放廣泛和詞組，消費(fèi)者自己都不知道具體要買什么，通過這種亞馬遜搜索框建議的詞，買家會選擇自己的產(chǎn)品。

今天就分享到這里啦~~我們下篇見噢~~

下篇分享：娜姐實(shí)戰(zhàn)：選品分析市場！我們不見不散哦！

題外話：將本篇文章轉(zhuǎn)發(fā)到2個(gè)200人以上的純賣家交流群，加娜姐微信領(lǐng)取以下資料噢~~

85份運(yùn)營必備表格：

（圖片來源：跨境小當(dāng)家）

28份申訴模板+45份亞馬遜運(yùn)營各環(huán)節(jié)思維導(dǎo)圖：

（圖片來源：跨境小當(dāng)家）

有任何運(yùn)營問題可以掃碼私聊娜姐，娜姐一般會在24小時(shí)內(nèi)回復(fù)。

（來源：跨境小當(dāng)家）

以上內(nèi)容屬作者個(gè)人觀點(diǎn)，不代表雨果跨境立場！本文經(jīng)原作者授權(quán)轉(zhuǎn)載，轉(zhuǎn)載需經(jīng)原作者授權(quán)同意。?