(1) 所有有質(zhì)量問題的，買家一定要發(fā)給賣家圖片，賣家根據(jù)圖片進(jìn)行核實(shí)，核實(shí)后確實(shí)是質(zhì)量問題進(jìn)行補(bǔ)發(fā)或者退款處理。若問題不嚴(yán)重、不影響使用的，可以給1~2 美元退款或者給買家下一個(gè)訂單一些折扣;問題嚴(yán)重到影響使用的，可以全額退款或者補(bǔ)發(fā)一件新的。
以有污漬為例回復(fù):
Dear friend.
I am so sorry that it was stained. Can you try to wash it off? Through the photo, it seemsit is a small spot, I think it will be easy to wash off. If you can't wash it off, can you take it toa laundry to wash it? I think they may have special way to clean it, you can check how muchit will cost, we would like to pay for the cost, will that be ok?
Waiting to hear from you soon. Thank you very much in advance
以補(bǔ)發(fā)為例回復(fù)
Dear friend ,
I am so sorry that it was defective. It is our fault that we didn't check it carefully beforesend out We would resend you a new one with good quality , will that be ok? Sincerely hopeyou could forgive us , we will check it very carefully before send out.Waiting for your confirmation and then we will arrange to ship it for you soon.
Thank you.
(2) 如果發(fā)錯(cuò)產(chǎn)品 (款式、顏色、尺碼)，買家也要提供圖片進(jìn)行核實(shí)，可以讓買家拍下收到的產(chǎn)品圖片和袋子上貼的 SKU，確認(rèn)是否 SKU 貼錯(cuò)了抑或是倉庫發(fā)錯(cuò)貨解決問題后要找到相應(yīng)的負(fù)責(zé)人。
如果賣家發(fā)錯(cuò)貨的話，可以與買家溝通，是否留下發(fā)錯(cuò)的商品，或者通過貨物的性價(jià)比和其他方面 (物質(zhì)補(bǔ)償或者下次訂單有折扣) 游說買家留下商品。若買家堅(jiān)持換貨或者退貨，賣家就要可以補(bǔ)發(fā)正確產(chǎn)品或者按照買家要求的退款金額退款。
Dear friend.
I am so sorry to sent you a wrong color/item/size.
Please can you do me a favour to take a photo for the sticker which was put on the bag likeatached? Please don't worry , we will give you a good solution after find out the prob.lem. Sometimes the workers may put wrong sticker on the bag so that our warehouse sent bymistake.
We will check who packed it and will give you a good solution for it, please don't worry.
Waiting to hear from you soon.
Thank you very much.
當(dāng)漏發(fā)、少發(fā)產(chǎn)品及配飾時(shí)，首先到通途里查看訂單發(fā)貨信息，是否有少發(fā)漏發(fā)，可以通過對比產(chǎn)品數(shù)量和包裹重量 (通途里有兩個(gè)重量一個(gè)是訂單估重，一個(gè)是通途重量，其中通途重量是包裹的實(shí)際重量)。如果真的少了的話，可以補(bǔ)發(fā)或者退款。少發(fā)配飾的，如腰帶漏發(fā)等，很難辨別，可以讓買家再查看包裹中是不是遺漏在包裹的角落里了，如果實(shí)在找不到的話，可以補(bǔ)發(fā)或者退相應(yīng)的錢。補(bǔ)發(fā)之前要先和產(chǎn)品小組確認(rèn)是否有多余的配飾可以補(bǔ)發(fā)，沒有多余的只能退點(diǎn)錢作為補(bǔ)償。
Dear friend ,
I am so sorry that you didn't receive the belt. Please can you double check the parcel? Itwas put separately. Please don't worry , if you can't find it, we will give you a good solution foryou. Thank you.
當(dāng)包裹物流信息顯示妥投但客戶卻說未收到的，一律不可以退款，只能讓買家聯(lián)系物流公司或者查找其他丟失的原因，如別人代領(lǐng)。
Dear friend,
I am so sorry to hear that you haven't receipt your order.
I tracked your parcel found it has delivered to you on 11th Jan, 2016, attached is thetracking information , you can have a look.
If you still haven't got it, please kindly check with your family to see if anybody picked it oryou can call your local postal office to see where and who they sent it to. Hope you will get it soon.Thank you so much.
(4) 物流方式與買家選擇的不一致，這種情況很少發(fā)生，一般發(fā)生的話買家也不會找麻煩，除非因此買家被收取了額外的費(fèi)用。如有因此產(chǎn)生額外的費(fèi)用，我們可以適當(dāng)退款作為補(bǔ)償。海關(guān)偶爾會抽查包裹，這個(gè)不是我們可控的，一般我們不承擔(dān)此費(fèi)用。最多可以承擔(dān)部分稅費(fèi)或者給買家下一個(gè)訂單一點(diǎn)折扣以示補(bǔ)償。
Dear friend,
We are so sorry that you were taxed. As you know, the customers always will check someof the parcels and may charge for it This is out of our control. Hope you could understand. Butwe would like to give you a little discount for your next order. Thank you.
空包裹這個(gè)是不可能事件，如果買家說收到的是空包裹，基本上可以判定買家是個(gè)騙子(問題也有可能出現(xiàn)在海關(guān)人員身上)，這種情況一概不退款、不補(bǔ)發(fā)。
Dear friend,
It is so regret to hear that it was empty bag, may I know was the parcel broken when youreceipt? We never sent empty parcel, because if it is empty parcel, our postman even don'collect it and ship it for us. Hope you could check if your family or friend take out the item fo.you. Thank you.
注:物流查詢網(wǎng)址:www.17tracknet
(5) 所有以未收到貨為由提糾紛的，要先看下承諾運(yùn)達(dá)時(shí)間并到通途里查詢包裹的物流狀態(tài)。
承諾運(yùn)達(dá)時(shí)間:可以看運(yùn)費(fèi)模板里面有我們設(shè)置的承諾運(yùn)達(dá)時(shí)間或者詢問速賣通客服。
承諾運(yùn)達(dá)時(shí)間:是在速賣通平臺原有“大小包 60 天未妥投糾紛退款規(guī)則”的基礎(chǔ)上，將設(shè)置物流時(shí)間的權(quán)力交給賣家，讓有能力為買家提供更好物流服務(wù)、敢于對買家承諾物流服務(wù)的賣家優(yōu)勢得到突顯，增強(qiáng)買家購物信心，提升買家購物后保障而推出的一項(xiàng)消費(fèi)者保障服務(wù)。它是我們處理因物流原因未收到貨的依據(jù)，原則上如果包裹未在承諾運(yùn)達(dá)時(shí)間內(nèi)妥投的話，我們應(yīng)該退款給買家。
發(fā)中郵小包的:承諾運(yùn)達(dá)時(shí)間為60天(巴西90天)，一般20~40 天可送達(dá)發(fā)E郵寶的:承諾運(yùn)達(dá)時(shí)間為27 天，一般5~15 天送達(dá)。
(6) 有時(shí)候某些產(chǎn)品可能斷貨了，我們一般會先更新物流單號，這個(gè)時(shí)候是查不到物流跟蹤信息的(實(shí)際還未發(fā)出): 此時(shí)有客戶問物流情況，可以跟買家說包裹丟了，我們可以給他補(bǔ)發(fā):若買家不要了，讓賣家申請退款，退款給買家。
Dear friend .
I am so sorry that you haven't receipt your order.
Just now I tracked the parcel found there is no tracking information, I called our postaloffice, they said it was lost on the way. We would arrange to resend you a new one. Please canyou help us to cancel the dispute to wait for it? Please don't worry about your money, I haveextended the protection time by 30 days for you. lf you still can't receive it, you can open anew dispute.
And if you can't wait for it, we will refund you the money.
Waiting to hear your idea.
Thank you very much in advance.
(7)貨物仍然在運(yùn)輸中，未到承諾運(yùn)達(dá)時(shí)間，這種情況一律不可以退款，和買家溝先取消“退款申請”再等待一段時(shí)間，買家不愿意取消“退款申請”的，也只能等到到達(dá)承諾運(yùn)達(dá)時(shí)間之后才可以退款。
Dear friend.
I am so sorry that you haven't receipt your order.
Usually it takes 20 -40 days for delivery, sometimes it maybe a little slow due to manyfactors, such as bad weather, busy shipping season, holidays and so on. And I tracked theparcel found it is in normal transit now, attached is the tracking information for your reference. Hope you could help us to cancel the dispute and wait for more days.
On the other hand, the promised delivery time is 60 days and there still have 25 days be-fore the deadline, we can't refund now, sincerely hope you could cancel the dispute to wait formore days.
Please don't worry about your money , if you still can't receive it before the deadline , youcan open a new dispute and we will full refund you by then.
Thank you very much for your kindly understanding.
(8) 物流信息顯示妥投但客戶反饋未收到的，這種情況也一律不可以退款。有時(shí)可能是因?yàn)闀r(shí)間有延誤，可以讓買家再等等或者聯(lián)系物流公司查詢;或者提醒買家詢問是否有人代收。
Dear friend ,
I am so sorry to hear that you haven't receipt your order.
I tracked your parcel found it has delivered to you on 11th Jan, 2016, attached is thetracking information , you can have a look.
If you still haven't got it, please kindly call your local postal office or check with yourfamily to see if anybody else picked it up for you.
If you will receive it soon , hope you can help us to cancel the dispute.Thank you so much
(9)超時(shí)未妥投，首先要確認(rèn)包裹的物流狀態(tài)，如果只是超時(shí)了幾天的，查詢超時(shí)的原因是由于天氣還是節(jié)假日等的影響，可以與買家溝通再等一段時(shí)間，或者補(bǔ)發(fā)貨物;若超時(shí)比較久的比如半個(gè)月以上的，可以根據(jù)買家提交的留言進(jìn)行協(xié)商，買家實(shí)在不愿意等待，可以馬上接受糾紛退款
Dear friend ,
I am so sorry that you haven't receipt your order.
Sometimes it will be a little slow due to many factors, such as bad weather, busy shipping season, holidays and so on. Please can you wait for a few days more?
And sometimes the tracking information may not updated on time. If you're convenient,please can you call your local postal office to check it? You can give them your tracking no. tocheck it.
Please don't worry about your money , if you can't receive it, we will refund you the moneyThank you.
(10) 包裹被退回這種情況可以退款或者補(bǔ)發(fā)。首先查看包裹被退回的原因，原因不明確的，就直接退款或者問買家愿不愿意補(bǔ)發(fā);如果是地址錯(cuò)誤或者買家超時(shí)未去領(lǐng)取的，若買家同意補(bǔ)寄，要跟買家再次核對地址并告知買家要及時(shí)去領(lǐng)取包裹。
Dear friend ,
It is so regret that it was returned to us.
I am not sure what happened with it, is there any problem about your address?
And do you want us to resend it for you? If you agree with resend, hope you could helus to cancel the dispute, because we only could arrange our warehouse to resend the item afterdispute be cancelled. If you can't wait for it, we will refund you the money.
Waiting to hear your idea. Thank you.
注:所有需要補(bǔ)發(fā)的糾紛訂單，都需要先取消糾紛才可以安排補(bǔ)發(fā)，補(bǔ)發(fā)前再次和買家確認(rèn)好要補(bǔ)發(fā)的產(chǎn)品尺碼以及買家地址。
3妙用
經(jīng)過了一段時(shí)間的積累，要把所有客戶資料按照不同的要求進(jìn)行整理。整理數(shù)據(jù)是比速賣通后臺系統(tǒng)里“歷史客戶統(tǒng)計(jì)與營銷”更完善更清晰的分析手段。
郵件主要可以用在以下幾方面:
(1)定期給客人推介新品。
(2)詢問客人使用反饋。
(3)每年的節(jié)日祝福。
(4)發(fā)貨后提醒。
(5)評價(jià)提醒。
(6)售后問題處理
(7)建立比SMT在線店鋪更穩(wěn)定的客戶關(guān)系體系
4.常用郵件模板
(1)未付款訂單:
Dear x X，
We have got your order of x x x x x x But it seems that the order is still unpaid. lfthere's anything I can help with the price , size , etc. , please feel free to contact me. After thepayment is /confirm/ied,I will process the order and ship it out as soon as possible. Thanks!
Best Regards
Name
譯文:我們已收到你的訂單，但訂單似乎未付款。如果在價(jià)格和尺寸上有什么能幫助的，請隨時(shí)與我聯(lián)系。當(dāng)付款完成，我將立即備貨并發(fā)貨。謝謝!
提示:請根據(jù)您產(chǎn)品自身特點(diǎn)對描述內(nèi)容進(jìn)行修改。
(2)已付款訂單:
Dear xx，
Your payment for item x x x x x x x x x x x x x x has been /confirm/ied. We willship your order out within x x business days as promised. After doing so , we will send youan e - mail notifying you of the tracking number. If you have any other questions , please feelfree to let me know. Thanks!
Best Regards
Name
譯文:您的訂單編號為x xxx x x x x x xxxxx的款項(xiàng)已收到，我們將在承諾的x xx天內(nèi)發(fā)貨，發(fā)貨后，我們將通知你貨運(yùn)單號。如果您有任何問題請隨時(shí)聯(lián)系我。謝謝!
(3) 發(fā)貨后:
Dear x x ,
The item x x x x x x x x x x x x x you ordered has already been shipped out andthe tracking number is x x x X x x X x x x x x x x.The shipping status is as follows.xxxxxxxxxxxx x x.You will get it soon.
Thanks for your support!
Best Regards
Name
譯文:訂單號為xx x xx x x x xx x xx的貨物已經(jīng)發(fā)貨，發(fā)貨單號是xxxxxxxxxxxxxx，運(yùn)輸方式是xxxxxxxxxxxxxx，訂單狀態(tài)是x x x x x x x x x x x x x x。您將會很快收到貨物，感謝您的支持和理解!
提示:請?zhí)顚懹唵翁?、發(fā)貨單號、運(yùn)輸方式和發(fā)貨日期。
(4) 詢問是否收到貨:
Dear x x,
According to the status shown on 17track website ,your order has been received by you. Ifyou have got the items, please confirm it on alie x press. com. If not, please let meknow. Thanks!
Best Regards
Name
譯文:EMS 網(wǎng)站顯示您已收到貨物。如果您已收到貨物請到敦煌網(wǎng)確認(rèn)，如果有問題請告知我。謝謝!
提示:可根據(jù)您貨物的實(shí)際情況進(jìn)行更改
(5) 客戶投訴產(chǎn)品質(zhì)量有問題:
Dear x x,
I am very sorry to hear about that. Since I did carefully check the order and the package tomake sure everything was in good condition before shipping it out,I suppose that the damagemight have happened during the transportation. But I'm still very sorry for the inconveniencethis has brought you. I guarantee that I will give you more discounts to make this up ne x t timeyou buy from us. Thanks for your understanding.
Best Regards
Name譯文:很抱歉聽到發(fā)給您的貨物有殘損，我在發(fā)貨時(shí)再三確定了包裝沒有問題才給您發(fā)貨的。殘損可能發(fā)生在運(yùn)輸過程中，但我仍舊因?yàn)閹Ыo您的不便深表歉意。當(dāng)
您下次從我這購買時(shí)，我將會給您更多的折扣。感謝您的諒解。
提示:請根據(jù)投訴的實(shí)際情況進(jìn)行更改。
(6)訂單完成:
Dear x X
I am very happy that you have received the order. Thanks for your support. I hope that youare satisfied with the items and look forward to doing more business with you in future. Thanks !
Best Regards
Name
譯文:我很高興地看到您已收到貨，感謝您的支持。希望您滿意，并期待著在將來與您做更多的生意。
(7)提醒買家給自己留評價(jià):
Dear x X,
Thanks for your continuous support to our store, and we are striving to improve ourselves interms of service,quality, sourcing,etc. It would be highly appreciated if you could leave us apositive feedback, which will be a great encouragement for us. If there's anything I can helpwith , don't hesitate to tell me.
Best Regards
Name
譯文:感謝您繼續(xù)支持我們，我們正在改善自身的服務(wù)、質(zhì)量、采購等。如果您可以給我們一個(gè)積極的反饋，我們會非常感激，因?yàn)檫@對我們來說是一個(gè)很大的鼓勵(lì)。如果有什么我可以幫助的，不要猶豫請告訴我。
客服郵件回復(fù)并沒有固定的模板，我們要學(xué)會根據(jù)實(shí)際情況靈活運(yùn)用，郵件回復(fù)要注意:簡潔、專業(yè)、熱情、禮貌。
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本文來源： 速賣通常見問題處理方法及回復(fù)技巧
