与customers沟通技巧20招

duduup

11）官网查询买家已签收包裹，提醒买家确认收货并留好评

Dear Valued customer,

We have tracked your order (order No: xxx), and it was delivered to the shipping address that have you provided. Please make sure you have received your item(s) in perfect condition, and then please proceed to complete this order. If you are satisfied with your purchase and our service, we will be grateful if you can provide us with a positive feedback.
If you have any questions, please feel free to contact us.
Thank you!

Seller ID

duduup

12）买家投诉货物与描述不符，询问具体原因和请买家提供证据

Dear Valued Customer,

We have received your dispute messages, what’s wrong with the items which you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or video and send it to us so that we may be able to resolve it as soon as possible. Thank you for your time.

Seller ID

duduup

13）买家投诉部分收到货物，询问具体收到的数量，考虑补发

Dear Valued Customer,

If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send it to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your solution.
Thank you for your time.

Seller ID

duduup

14）买家将纠纷升级到平台,继续跟买家沟通

Dear Valued Customer,

We have received your escalated dispute message. Please provide us with the specific problem that you are having in order for us to help you resolve this case as soon as possible. Or you may tell us your solution.
We look forward to hearing from you soon.
Thank you,

Seller ID

duduup

15）纠纷升级到平台，等待平台纠纷专员裁决期间，仍争取跟买家沟通

Dear Valued Customer,

Regarding your order (no: XXXXX), we are aware that you have escalated the case to DHgate. We would be grateful if you could give us a chance to help you resolve this matter personally.
Could you please propose a solution to the current problem you are having?
We look forward to hearing from you soon.
Thank you,

Seller ID

duduup

16）如果买家收到的货确实货不对版或者质量问题，也提供了证据给您，询问买家的方案

Dear Valued Customer,

Thank you for the evidence you have provided. We would like to offer you some options as below that will help resolve this case as soon as possible.
(a) You can keep the items and we will be happy to offer you a partial refund XX $ USD(具体金额可视具体的情况).
(b) You can return all the items to us, and we can then provide you with a replacement of your items or a full refund.

Please let us know which option you would prefer.
Thank you!

Seller ID

duduup

17）如果买家接受了部分退款，保留货物的意见，告知会同意部分退款或者找客服帮忙

Dear Valued Customer,

Thank you for your response, you have accept the partial refund US $xx, please go to “my DHgate” and click “refund and refund” then select the solution: “seller partial refund $xx, buyer no need to return”.
Once we clicked that option the system will automatically provide you with a refund. If you do experience any issues with this process, please contact us.
Thank you

Seller ID

duduup

18）如果买家就是不喜欢收到的货（自身原因），坚持就要退货，可告知买家风险

Dear Valued Customer,

We are sorry to hear that you have opened a dispute regarding the item(s) you have received. If you wish to, you can return the item(s) to us, and once we have received the item(s) we can then proceed to provide you with a full refund.
Please note that you will have to pay the shipping fee for returning the item(s).
Below is our return shipping address:
(详细英文退货地址：包括收件人姓名，电话，邮编，买家需要选择的货运方式和申报价格等)
Contact name:
shipping address:
Zip Code:
Tel: (required)
Kind reminder:
Returned goods must remain intact and in perfect condition
Remember to mark "Order No." and “Returned Goods" on the parcel.

Please let me know the shipment tracking number once you have shipped the package.
Thank you,

Seller ID

duduup

19）同意买家退货，询问买家退货进度

Dear Valued Customer,

We have not yet received the item(s) you have sent back to us. Please provide us with the shipment tracking number and the shipping carrier’s website so that we can track the returned goods.
We look forward to hearing from you soon.
Thank you!

Seller ID

duduup

20）收到买家的退货，同意退款给买家，希望下次可以再合作

Dear Valued Customer,

We have received your item(s) and will now proceed to inform DHgate to apply the refund to you. We apologize for any inconvenience this may have caused. Welcome to our store again and we will give you some discount in your new order. Best Regards!

Seller ID