跨境電商客服必備售后溝通郵件

1、物品未收到的問題

問題 ：

Hello, seller , I haven’t received the product that you sent to me.

回答：

Thank you for purchasing (item ID or item title) . We have sent the package out on Dec16. The postal tracking number is below for your reference:

No. RR725377313CN

Status: departure from outward off ice of exchange

Ship-out Date: 2017-1-10

Standard ship times are approximately 7-15 business days. However , there may be delay in international parcel delivery times due to increased holiday demand. We promise a full refund including original shipping charge if the item is not delivered within 30 days upon receipt of payment. Your satisfaction is our utmost priority, please contact us if you have any concerns.

We apologize for any inconvenience. Your understanding is greatly appreciated.

2、產(chǎn)品與描述不符

問題 ：

Hello, seller , I’ve got the goods that is inconsistent with the description, so please sent again!

回答：

We sincerely regret that you are not satisfied with your purchase. We accept returns or ex- changes as long as the item is unopened and/ or unused. We strive to provide exceptional products and service to our customers and your opinion is very important to us. Please provide a detailed explanation , photos are also welcome.

Please send your item back to ：××，××××，20000 1, Shanghai , China

We will send you a replacement upon receipt of your parcel. Please be aware that the return shipping and any new shipping charges for a replacement item will be charged to the buyer.

If you have any other concerns, please contact us through eBay message so that we can respond you promptly, thanks!

3、對節(jié)假日等可預(yù)測的郵遞延誤進(jìn)行解釋

問題：

Hello，seller，I hanven’t received the produce that you sent to me.

回答：

Thank you for your purchase and prompt payment. China will celebrate National Holiday from October 1st through October 7th. During that time, all the shipping services will be unavailable and may cause the shipping delay for several days.

We will promptly ship your item when the post off ice re-opens on October 8th. If you have any concerns, please contact us through eBay message. Thank you for your understanding and your patience is much appreciated.

4、對天氣等不可抗力因素造成的延誤進(jìn)行解釋

問題 ：

Hello ,seller ,I haven’t received the product that you sent to me.

回答 ：

Thank you for purchasing an item from our store. We are sorry to inform of you that the delivery of your item may be delayed due to Hurricane Sandy.

We shipped your item (white cotton T-shirt) on Dec. 3rd but unfortunately, we were notified by the post off ice 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.

5、物品收到后退貨換貨

(1) 關(guān)于退貨

示例：當(dāng)買家收到東西不滿意并提出退貨時(shí)

問題 ：

Hello , seller , I don’t like the goods you send to me, can I return?

回答：

Yes , we accept return or exchange. Please send your item back to:

××，××××，20000 1, Shanghai , China

We will refund (excluding the postage) you via PayPal once I receive your parcel.

(2) 關(guān)于換貨

示例 ：當(dāng)買家要求換貨時(shí)，如果你接受換貨

問題 ：

Hello , seller , I don’t like the goods you send to me, can I barter?

回答：

Sure , you can send it back for exchange. Please send your item back to:

××，××××，200001, Shanghai , China

We will send you a new one after receiving you parcel. Please be awarethat you must bear the cost of return shipping and re-send shipping.

Thanks for your understanding and any other questions feel free to let me know.

6、客戶投訴產(chǎn)品質(zhì)量有問題

示例 ：當(dāng)買家收到貨，發(fā)覺質(zhì)量有問題

問題 ：

Hello , seller , I have received the goods you send to me, but I found that it is with a bad quality,

回答 ：

I am very sorry to hear about that. Since I did carefully check the order and the package to make sure everything was in good condition before shipping it out , I suppose that the damage might have happened during the transportation. But I'm still very sorry for the inconvenience this has brought you. I guarantee that I will give you more discounts to make this up next time you buy from us. Thanks for your understanding.