跨境電商客服必備主動回訪郵件

?1、可以選擇加入自動郵件系統(tǒng)中的詳細的物流信息
Thank ?you ?for purchasing ? (item ID or ?item ?title) ? . Please ?note ?that ?this ?item will ?be dispatched from ?China , ? 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.


2、物品寄出后向買家提供物品跟蹤號 ，并告知預計送達時間
Your item has just been sent out via China international Shipping service which may take ?about 15-20 business days to arrive at the final ?destination.

The tracking number of your parcel is: RR123456CN , and you can track the shipping status o the website bellow in a few days:

http: //intmail. ?183. com. cn/ item/itemStatusQuery. ?do? ?lan= O

Besides, as we all ?know ?that ?international ?shipping ?requires ?more ?complicated ?shipping ?procedures , ?such as both ?countries’ customs clearance, ? transit ?stations etc. , it will ?probably ?take longer，time ?for ?your ?item ?to ?arrive ?at ?the ?final ?destination.

Much Appreciate for your understanding on this uncontrollable matter. If you have any other concerns, ?feel ?free ?to ?let ?me ?know.


3、成交后與買家溝通六步走郵件
（1） 當收到買家的付款以后

Your payment has been received for the ?following ?item. We ?will ?ship ?it ?within xx days as promised. After doing ?so , ?we ?will ?send ?you ?a ?notification ?letter , ? with ?tracking ?number in formation ?if applicable.

Two points ?for clarification:

①Shipping charge: some buyers might think our ?shipping ?charge ?is high. But ?the ?fact · we charge you basing on the actual shipping ? cost.

②Shipping ?time: ? because ?you ?bought ?the item from opposite side of ?the earth, ? it needs time to ship and the duration on its way ?to ?you ?is out of ?control. We ?can ?only ?ensure ?you ?to ?ship ?the item within certain ?biz days ?as described in item listing.

Therefore, please ?don’t ?leave ?us ?1, ?2 , 3 or 4-Detailed Seller ?Ratings ?on ?Shipping ?Time and Shipping Charge ?which ?equaling ?to negative feedback. We welcome your positive ?5-Detailed Seller Ratings ?for ?us.

( 2）當物品發(fā)出以后

A. （如果使用的掛號運輸方式 ，如 EMS 或者掛號小包）

The ?postman ?just ?picked ?up ?your ?item ?from ?our ?office. It is estimated ?to ?arrive ?in ?7-10 days ?normal ?conditions. If not , ?please ?don’t ?hesitate ?to ?contact ?us.

Here is the tracking number of your parcel ————and you can logon www. 一一一一一. com（官方查詢網(wǎng)站） to ?view ?the ?updated ?shipment , ? which ?will ?be ?shown ?in ?1——2 ?business ?days.

You can visit http://pages.ebay.com/help/feedback/ detailed-seller-ratings.html to ?get ?more detailed information ?about ?rating ?seller’s ?postage ?time ?and ?shipping ?charge. We ?warmly ?welcome your ?feedback.

①When ?rating ?sellers ?on ?postage time -Rate ?the ?seller ?only ?on ?the ?time ?it ?took ?to ?mail ?the ?item, ? not ?the ?time ?it ?took ?you ?to ?receive ?the ?item. Don’ t ?hold ?sellers ?responsible ?for ?delays ?in ?mail services , ? international ?custom ?delays , ? or ?for ?the ?time ?it ?takes ?for ?your ?payment ? to ?clear. If ?you picked ?up ?the ?item ?locally , ? you ?won't ?be ?able to ?provide ?a ?rating ?for ?this ?category.

②Remember ?that ?sellers can ?charge for ?the ?cost ?of ?the ?actual ?packaging materials, along with a reasonable handling fee to cover their time and direct costs associated with shipping. If the seller provided free shipping , we give the seller a 5-star shipping and handling charges detailed seller rating automatically, and you won 't be able to change the rating. 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.

B.（如果使用的是不掛號小包）

The postman just picked up your item from our off ice. (We will write you another email later to prove that we shipped the item) It is estimated to arrive in 14-21 days in normal conditions. If not , please do not hesitate to contact us. We shall do whatever we can to help you.

You can visit http://pages.ebay.com/help/feedback/ detailed-seller-ratings. html to get more detailed information about postage time and shipping ?charge.

①When rating sellers on postage ?time ?Rate the seller only on the ?time ?it ?took ?to mail ?the ?item , not the time it took you to receive the item. You should not hold sellers responsible for delays in mail services , ?international ?custom delays or for the time it took for your payment ?to ?clear.

②When 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 once again for your great purchase. We sincerely hope our item and ?customer ?service ?can give you ?the ?best ?buying experience ?on eBay.

C. 寄出證明 （作為無法在網(wǎng)上查詢的包裹的跟進）

（3） 貨物發(fā)出后的第 10 天 （針對于無法在網(wǎng)上查詢的包裹）

10 days ?have ?passed ?since your ?item ?was ?shipped. It should ?be ?soon ?to come to you. （In normal conditions , it ?takes ?around ?10→21 days from ?CN ?to ?USA)

When you receive it , we sincerely hope that you will like it and appreciate our customer ?services. If you have anything you feel ?unsatisfied with , please do tell us. So we ?can know what ?we ?should do to help you. In the meantime, ?we will ?get to know where we should ? ?improve.

If you ?are ?satisfied , we sincerely ?hope ?that ?you ?can ?leave ?us a ?positive ?comment ?and four 5-star Detailed Seller Ratings, which ?are very important ?to the growth ?of ?our small company.

Besides, please don not leaves us 1, ?2 , ?3 or ?4-star ?Detailed ?Seller Ratings ?because they ?are equal to negative feedback. Like what ?we ?said ?before, ?if ?you ?are ?not ?satisfied ?in ?any ?regard . please tell us.

Thanks ?once ?more ?for ?your ?purchase.

（4） 貨物發(fā)出后的第 20 天 （針對于無法在網(wǎng)上查詢的包裹）

20 days ?have passed ?since your item was shipped. Have you received it? ?(In normal ?conditions. it takes around ?10 21 days from CN to ?OZ)

If you ?haven ’t ?received ?your ?item ?and ?this ?situation ?lasts ?to ?the ?30th ?day, ? please ?do ?contact us. A ?full refund ?will ?be issued to you with no excuse. We do not ?want ?to give you ?a bad ?buying experience even when the shipping is out of ?our ?control.

But if you receive it , we sincerely hope you can leave us a positive comment and four 5-star Detailed Seller Ratings if you like it and appreciate our customer ?services.

Thanks ?once ?more ?for ?your ?purchase.

（5） 包裹妥投后 （針對于在網(wǎng)上查詢的到包裹）

Now ?the item is successfully ?delivered ?to you , our friend! We sincerely ?hope you will ?like it and be satisfied ?with ?our ?customer ?services. If you ?have ?any ?concerns, ? please ?don’t ?hesitate ?to ?contact us. We ?would ?like to ?do ?whatever ?we ?can do ?to ?help ?you ?out.

If don’t mind , please ?take ?your ?time ?and ?leave ?us ?a ?positive ?comment ?and ?four ?5-star ?Detailed Seller Ratings ?to ?us, ? which ?are very ?important ?to ?the growth ?of ?our ?small ?company.

We ?beg ?that ?please ?do not ?leave us 1, ?2 , ? 3 or 4-star Detailed ?Seller Ratings ?because they mean ?that ?“you ?are ?not ?satisfied", ? equaling ?negative ?feedback. Like ?what ?we ?said ?before, ?if ?you are satisfied ?in ?any ?regard , please ?contact ?us ?for ?solution.

Thank ?you ?so much ?indeed.

（6） 收到買家好評后

Thank you for your positive comment. Your ?encouragement ?will ?keep ?us moving ?forward. We sincerely ?hope ?that ?we'll have ?more ?chances ?to ?serve you.


4、物品售出 ：提醒買家盡快付款
當你欣喜地發(fā)現(xiàn)物品售出時 ，一定希望買家能盡快付款，但也有一些買家可能因為某些原因而遲遲未付款 ，你可以發(fā)送一封郵件給買家，提醒他盡快付款 ，如果有什么問題可以讓他及時聯(lián)系你。

（1） 提醒郵件一一買家拍下物品后，卻遲遲沒有付款 。

Much ?appreciate ? your ? purchase ? from ?us , but ? we ? haven ’t ? received ? your ? payment ? for ? that ?item ?yet.

As a friendly reminder , the instant payment is very important. The earlier you pay , the sooner you will get the item.

Please make your ?payment ?as soon as possible, ? so we can send you ?the item in time. If you ?have any ?problems ?during ?paying , ?or ?if ?you ?don’t ?want ?it ?any ?more, ?please ?feel ?free ?to ?let ?us ?know. We can help you to resolve the problems or cancel our transaction. Thanks ?again ?and ?looking ?forward ?to ?hear ?from ?you soon.

（2） 二次付款提醒模板

Email Title: Second Payment Reminder

Email Text :

Thank ?you for purchasing the item ?named ——on date of——。

We ?much ?appreciate ?for ?your ?interests ?on ?our ?item , but ?we ?haven’t ?received ?your ?payment ?yet. If ?there's ?any ?problem with ?you , please let me know. Because we ?usually ?keep ?the ?unpaid ?item only ?for ?7 days , ?after ?that ?we’11 initiate a request to eBay Resolution Center to cancel this deal as an“Unpaid ?Bidding" ?case which ?may ?heavily affect ?both of ?our ?credits.

If you bid this item due to a careless mistake, please also let us know. We could reach an agreement to cancel this transaction so that we'll resolve this problem properly. Or please do make your payment ?through PayPal ?as quickly as possible, and bellowing is your Item detailed ?information:

Item title : ??

Item Link : ? ? ?

Item number : ? ? ?

Buyer User ID: ? ? ?

Seller User ID: ? ??

Your total payment ?will ?be :

$一一一一 per item

$一一一 insurance ?(Included in Postage & Handling)

$一一一一一 Sales discounts （-） or charges (+)

$一一一一一＿shipping/ handling

$一一一一= Total Payment

Any other questions, ?please do not hesitate to contact ?us. Thank ?you ?for your ?attention.