我的学习记录 我的学习记录
  • 首页
  • 国外出海
    • Facebook
    • YouTube
    • 外贸电商
  • 推广
    • 国内SEO
    • 谷歌SEO
    • 竞价SEM
    • 信息流
  • 互联网百科
    • 网站建设
    • 工具教程
    • 资源
    • 栏目精选
  • 抖音
    • 抖音直播
    • 抖音短视频
  • 影音资源
  • 友情链接
首页 › 国外出海 › 外贸电商 › 跨境售后沟通邮件模板,如何解决跨境售后

跨境售后沟通邮件模板,如何解决跨境售后

帅的一批
3年前外贸电商

  跨境电商高销量的背后必然伴随着许许多多的售后问题,特别是德国,印度等等高退货率的国家,如果没有一个良好的售后,势必会影响到卖家帐号的表现以及接下去的运营。其实大部分买家的问题都是大同小异的,无非是,没收到货,收到货有问题,要求退货换货等,因此如果有比较好的邮件模板稍加修改就可以节省比较多的时间和精力。接下来介绍几款跨境售后沟通邮件模板,仅供参考。

  跨境售后沟通邮件模板

  1、物品未收到的问题

  问题 :

  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、产品与描述不符

  问题 :

  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、对节假日等可预测的邮递延误进行解释

  问题:

  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、对天气等不可抗力因素造成的延误进行解释

  问题 :

  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、物品收到后退货换货

  (1) 关于退货

  示例:当买家收到东西不满意并提出退货时

  问题 :

  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) 关于换货

  示例 :当买家要求换货时,如果你接受换货

  问题 :

  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、客户投诉产品质量有问题

  示例 :当买家收到货,发觉质量有问题

  问题 :

  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.

  如何解决跨境售后

  1.

  产品本身没有问题,因为买家个人原因导致买错款式型号要求退货,这是速卖通上比较常见的售后问题,通常买家会要求退换,这个时候要明确退货的成本,如果成本过大还是建议通过发放合理的优惠券引导买家重新下单,既解决问题又能顺势出一单;

  2.

  买家对产品功能不熟悉使用不当引起的售后问题,处理这类售后问题要尽可能的耐心,因为买家远不如卖家了解商品,我们需要做的是用浅显的语言去描述一些复杂的功能,引导买家正确使用商品;

  3. 物流问题导致的商品破损或寿命缩短,明确责任在物流,和买家达成共识的情况下向物流提起投诉;

  4. 产品自身存在问题,在确定自身产品出了问题的情况下,果断退换,防止买家态度恶化带来的后续纠纷。

  总结:在跨境电商过程中,遇到客户要取消订单、物流、退货以及中差评等售后问题,还是比较常见的。客户体验为第一位,所以卖家从选品开始,到物流发货和及时客户反馈等操作环节上都需要做到位,给客户提供好的购物体验,将新客户有效变成老客户才是关键。

售后 模板 跨境
如有链接失效等问题,直接在文章下留言,输入邮箱即可,带来不便非常抱歉 !!
如有链接失效等问题,直接在文章下留言,输入邮箱即可,带来不便非常抱歉 !!
赞(3)
本文系作者 @帅的一批 原创发布在 我的学习记录。未经许可,禁止转载。
跨境电商SHOPEE入驻问题全总结
上一篇
ebay注册要求,如何注册ebay卖家账号
下一篇
再想想
暂无评论
相关文章
Sellerly-免费4合1的美国亚马逊市场分析工具
亚马逊IPI是什么意思?
亚马逊小类目产品运营思路,如何突破现状?
[亚马逊产品开发]手把手教你如何开发产品
亚马逊Acos是什么?Acos计算公式
近期文章
  • 16套直播玩法揭秘,全网首次公开!
  • 抖音SEO新人入门详解
  • 如果同行账号太少,达人相似账号怎么选?
  • 不是所有的同行都能做你的相似达人!如何筛选相似达人?
  • 广告投放中必掌握的AB测试思维
随机推荐
抖音直播:蝉妈妈分析自己要做或想做品类市场的方法
信息流:如何高效地做出一套创意素材?
马上过年了,但没有年味了~
拍摄视频脚本如何写,脚本的基本结构
搜索公开课复盘之《时效性解读》
Sellerly-免费4合1的美国亚马逊市场分析工具
2年前
0 0
亚马逊IPI是什么意思?
2年前
0 0
亚马逊小类目产品运营思路,如何突破现状?
2年前
0 3
[亚马逊产品开发]手把手教你如何开发产品
2年前
0 0
3
  • 3
  • 0
个人介绍

没什么可以介绍的,拿不出手啊!!!!!

栏目导航
首页 国外出海 Facebook YouTube 外贸电商 推广 国内SEO 谷歌SEO 竞价SEM 信息流 互联网百科 网站建设 工具教程 资源 栏目精选 抖音 抖音直播 抖音短视频 影音资源 友情链接
友情链接
Copyright © 2003-2023 我的学习记录. Designed by nicetheme. 如果对你有帮助,支持下吧! 冀ICP备19023356号-1
  • 首页
  • 国外出海
    • Facebook
    • YouTube
    • 外贸电商
  • 推广
    • 国内SEO
    • 谷歌SEO
    • 竞价SEM
    • 信息流
  • 互联网百科
    • 网站建设
    • 工具教程
    • 资源
    • 栏目精选
  • 抖音
    • 抖音直播
    • 抖音短视频
  • 影音资源
  • 友情链接
# 搜索引擎原理 # # dedecms # # 抖音直播 # # 百度搜索算法 # # 平台 #
帅的一批