外贸客户谈判技巧之：关于货物意外情况的信件回复

淡紫膜拜

做外贸从收到询盘到谈下订单，再到买家付款，收到货物。这一过程期间，并不是谈下订单就可以松懈了，针对发货，物流以及送货途中出现的问题等等都要一一把控，并且还要与客户实时沟通。可是，信件要怎么跟客户说，刚入们的外贸估计就犯难了。不要紧，且看几个有关发货及货物出现状况的信件模板，望能助你一臂之力。
1.当你遇到一个好的买家时，通常订单付款你都可以不用催的。所以查看到买家付款完成后，你需要跟买家及时确认订单。也就是要给买家发送订单确认邮件，同时要告知，订单预计发货时间。这时可以这么写信件：
Hi, xxx,
Thank you for your payment for orders xxxxxxx. We will be dispatching these items within the next 3 days.
If you have any questions or problems, contact us directly for help.
2.一些订单通常总是不如人愿，有时货物可能超过5天了，但没有更新最新的物流信息，这时买家或许会着急，而你就要跟客户说明情况，让他再耐心等待。
Dear xxx,
As we all know, it’s the busiest part of the shopping season and the logistics companies are running at maximum capacity.
Your delivery information has not been updated yet, but don’t worry- we will let you know as soon as an update is available.
Thank you for your patience!
3.有一种情况可能也会遇到，货物发出去后，很长时间还在途中，你先要跟买家确认是否收到货物，如果没有，那就要减少买家未收到的担忧。很多人可能见买家不说，也不去主动去问，但请不要吝啬你的主动与细节上的做法。
Hello, xxx,
If you haven’t received your order yet, please don’t worry. We just checked the tracking information and it’s on its way!
Don’t worry about your money or your purchase either – if you do not receive your package, we will resend your order, oryou can apply for a full refund.
If you have any questions or problems, contact us directly for help.
4.某天来了个要续货的买家询盘，这是皆大欢喜的。可能他要的货物却断货了，那你也不要太直接地说没有，也可以推荐给买家一些类似的产品。不过，当有产品断货时，建议及时把断货的产品进行下架。
Dear xxx,
We are very sorry that item you ordered is out of stock at the moment. I willcontact the factory to see when it will be available again. I would like torecommend some other items of similar styles. Hope you like them too. You canclick on the following link to check them out XXXXXX.
If there’s anything I canhelp with, please feel free to contact us.
Thanks!
5.如果距离确认收货超时还有1周，依然未妥投，告知买家物流的大致情况，并且告知买家会给他延长收货时间，请买家不要提交纠纷。可以写：
Hello, xxx,
 We have checked the tracking information and found your package is still in transit. This is due to the overwhelming demand for logistics this shopping season.
 We have also extended the time period for you to confirm delivery.
 If you have any questions or problems, please contact us directly for assistance, rather than submitting a refund request. We aim to solve all problems as quickly as possible!
Thanks!
希望今日分享的信件模板能够帮助到大家，至于还有其他的情况，后续也会为大家分享