与customers沟通技巧20招

duduup

1）付款阶段

1,A,买家未付款催单技巧：(Awaiting Payment)

Dear valued Customer,

Thank you for your order, We have this item in stock, if you have any query for processing the payment of the order, please feel free to contact us.Thank you!

Seller ID

B,款项正在审核阶段(Pending payment verification)

Dear Valued Customer,

Thank you for your order. Your payment is currently being processed and will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issues, please feel free contact us.
Thank you !

Seller ID

duduup

2）订单付完款后，发货前

2,买家下完单，但是缺货断货，可推荐其他产品或者同意退款,询问买家意见

Dear Valued Customer,

Thank you for your order. The item(s) you ordered is currently out of stock, however, you can select an item(s) of equal value to your order, or request a refund. Please let us know which you prefer.
We look forwarding to hearing from you soon.
Thank you.

Seller ID

duduup

3）买家所在的国家地址较偏远，不能包邮，建议买家补运费

Dear Valued Customer,

Thank you for your order. We are sorry that we cannot ship your item(s) via the free shipping method as the address you have provided is located in a remote area. In order for us to ship your item(s) to you as soon as possible, you will need to pay an extra $(付款金额), or you can request a full refund.
We are sorry for any inconvenience this may have caused. Please let us know which you prefer.
Thank you.

Seller ID

duduup

4）买家选择的是DHL发货，但是卖家只能用E-邮宝或者小包发货，询问买家是否愿意接受？

Dear Valued Customer,

Thank you for your order. We are sorry that we cannot ship your item(s)via DHL（四大快递) at this point. We can only ship your item(s) via E-packet （或者其他的货运方式）which usually takes 10-15 business days for delivery. Please let us know as soon as possible if we should proceed with the E-packet shipping method.
We look forward to hearing from you soon.
Thank you.

Seller ID

duduup

5）卖家不能正常发货（例如春节长假），请买家同意延长备货期

Dear Valued Customer,

Thank you for your order. Please note that there will be shipping delays due to the national holidays and your order might not arrive at the expected time frame. We plan to extend the lead time, would you please accept it?
Thank you for your understanding and patience.

Seller ID

duduup

6）卖家发货了，告知买家发货方式和查询网址

Dear customer,

Regarding your order number: xxx, we have shipped your item(s) via (DHL, EMS, E-packet) and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com for updates.
Please note, it will take 2-5 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us.
Thank you.

Seller ID

duduup

7）货物被物流公司丢失，询问买家是否同意重新发货？

Dear Valued Customer,

Your item(s) have been shipped on 10 January,2015, however, the shipping carrier has lost the package. At this point we would like to offer you two options, we can either resend you items or provide you with a full refund. Please let know which you prefer. We are sorry for any inconvenience this may have caused
Thank you.

SellerID

duduup

8）货物正常在途，请买家等待

Dear Valued Customer,

Regarding your order number: xxx, we have sent out your item(s) via (DHL, EMS, E-packet), and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com. Your package is on route and will take between 5-25 days to be delivered.
Best Regards!

Seller ID

duduup

9）货物到达买家海关，请买家去清关（确认买家需要交关税的情况）

Dear Valued Customer,

Your order number: xxx, has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note that there might be VAT (value added tax) that you might have to pay.
If you have any questions, please feel free to contact us directly and we will be glad to assist you.
Thank you.

Seller ID

duduup

10）货物妥投，但是妥投的具体地址和签收人不一致,请买家再次核实

Dear Valued Customer,

Your package was delivered to the address that you have provided, here is the shipping receipt (附上发货底单给买家). Please check with your local post office, or any family member or neighbor who might have signed for your package.
If you have not yet received your package, please feel free to contact us directly. Thank you.

Seller ID