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。
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。
