电子书客户投诉留言模板和处理订单模板（DOC8页）.doc

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1、1、当买家光顾你店铺, 询问产品信息时：重点：跟买家初次打招呼，要亲切、自然并表示出你的热情。尽量在初步沟通时把产品元素介绍清楚， 范例参考:Hello, my dear friend.Thank you for your visiting to my store, you can find the products you need from my store . If there are not what you need, you can tell us, and we can help you to find the source, please feel free to buy an

2、ything! Thanks again.2、鼓励买家提高定单金额和定单数量, 提醒买家尽快确认定单时可参考:Thank you for your patronage, if you confirm the order as soon as possible, I will send some gifts. A good news: Recently there are a lot of activities in our store. If the value of goods you buy count to a certain amount, we will give you a sat

3、isfied discount.3、交易进行中，通知买家去参看物流情况时，可参考：The goods you need had been sent to you. Its on the way now.Please pay attention to the delivery and sign as soon as possible. If you have any questions, please feel free to contact me.4、当完成交易，您表示感谢，并希望他下次能够再次回头时，可参考：Thank you for your purchase, I have prepar

4、ed you some gifts, which will be sent to you along with the goods.Sincerely hope you like it. Ill give you a discount, if you like to purchase another products.5、推广新产品,采购季节期间根据自己的经验，可给买家推荐自己热销的产品。Hi friend,Right now Christmas is coming, and Christmas gift has a large potential market. Many buyers bo

5、ught them for resale in their own store, its high profit margin product, here is our Christmas gift link, Please click to check them , if you want to buy more than 10pieces, we also can help you get a wholesale price. Thanks.Regards您好！ 在圣诞节来临之际，圣诞礼品将是一个热销产品。很多买家从我们这进货到他们自己的商店里出售。这个产品的利润不错。以下是我们圣诞产品的

6、介绍，请点击了解。10个起批我们将给您批发的价格.6、货物断货，货物偶尔的断货只要认真解释一下，买家能够理解，最好的办法是告诉买家自己会积极尽量帮他找到她所需要的产品，同时向他介绍类似的款式供其选择Hi friend,We are really sorry that the shoes you order is out of stock at the moment. I will contact the factory to see when they are going to be available again. I would like to recommend you some oth

7、er pretty shoes which have the same style. Hope you like them as well. You can click on the following link to check them out. If theres anything I can help Please feel free to contact us.Regards您好! 我们已经重新设置了价格。在原有价格的基础上，又给您了15%的折扣。我们提供的价格比市场价要低，在这个产品上，我们没办法给出更低的价格了。希望你能接受这个价格，如果有任何问题，请和我联系。谢谢！7、大量订购

8、询问价格，大量订单询盘，买家若是赶上采购季我们一定要抓住机会，对他们的回复要一定要详尽，内容一般包括样品的价格、样式、采购量和相应的价格，这个报价建议是包括运费的，而且价格要相对有优势，给买家感觉是给他的一个优惠。Hi friendsThank you for your inquiry, we very much hope to complete the order with you for me, here is the products link you need, if you buy 100 pieces, we can give you a wholesale price, $25/

9、piece. If you have any idea, Please let us know, and we will try our best to help you. Looking forward to your reply.Regards 谢谢您的询盘，我们非常希望能够与您完成此笔订单，下面是我对您所需要的产品的介绍，如果您一次购买100件，我们可以给您一个批发价格，每件25元.如果您有任何的问题，请和我沟通。我会竭尽所能来帮助你。期待您的答复。8、海关问题，某些国家海关的严格检查造成货物延误，建议及时通知买家，及时的沟通让买家感觉你是一直在跟踪货物的状态，并是一位负责的卖家，以免置

10、之不理造成误会。Dear friendsWe received notice of logistics company, now your customs for large parcel periodically inspected strictly, in order to make the goods sent to you safety, we suggest that the delay in shipment, wish you a consent to agree. Please let us know as soon as possible Thanks亲爱的朋友 我们接到物流

11、公司的通知，现在贵国的海关对大量邮包进行定期的严格检查，为了使货物安全的送达到贵处，我们建议延迟几天发货，希望征得您的同意。希望尽快得到您的回复9、退、换货问题。Dear friend,Im sorry for the inconvenience. If you are not satisfied with the products, you can return the goods back to us.When we receive the goods, we will give you a replacement or give you a full refund. We hope to

12、 do business with you for a long time.We will give you a big discount in your next order.Best regards亲爱的朋友, 很抱歉给您带来了不便。如果你不满意的产品,你可以把货物返还追到我们。 当我们收到的货物,我们将给你一个更换或者给你全额退款。我们希望能和你们建立贸易关系。 当您下次购买时，我们将给您最大的折扣。催促下单，库存不多Dear X,Thank you for your inquiry.Yes, we have this item in stock. How many do you wan

13、t? Right now, we only have X lots of the X color left. Since they arevery popular, the product has a high risk of selling out soon. Please place your order as soon as possible. Thank you!Best regards,(name)回应买家砍价Dear x,Thank you for your interests in my item.I am sorry but we cant offer you that low

14、 price you asked for. We feel that the price listed is reasonable and has beencarefully calculated and leaves me limited profit already.However, wed like to offer you some discounts on bulk purchases. If your order is more than X pieces, we will giveyou a discount of xx% off.Please let me know for a

15、ny further questions. Thanks.Sincerely,(name)断货 (out of stock)Dear X,We are sorry to inform you that this item is out of stock at the moment. We will contact the factory to see when they will be available again. Also, we would like to recommend to you some other items which are of the same style. We

16、 hope you like them as well. You can click on the following link to check them out.http:/www.aliexpressPlease let me know for any further questions. Thanks.Best Regards,(Your name)因为周末导致回复不够及时,先表示歉意，因为错过了最佳24小时回复时间所以可通过主动打折的方式赢取客户。Dear X,I am sorry for the delayed response due to the weekend. Yes, w

17、e have this item in stock. And to show our apology for our delayed response, we will offer you 10% off. Please place your order before Friday to enjoy this discount. Thank you!Please let me know if you have any further questions. Thanks.Best Regards,(Your name)关于支付选择escrow，提醒折扣快结束了Hello X,Thank you

18、for the message. Please note that there are only 3 days left to get 10% off by making payments with Escrow (credit card, Visa, MasterCard, money bookers or Western Union). Please make the payment as soon as possible. I will also send you an additional gift to show our appreciation.Please let me know

19、 for any further questions. Thanks.Best regards,(Your name)合并支付及修改价格的操作Dear X,If you would like to place one order for many items, please first click add to cart, then “buy now”, and check your address and order details carefully before clicking “submit”. After that, please inform me, and I will cut

20、 down the price to US$XX. You can refresh the page to continue your payment. Thank you.If you have any further questions, please feel free to contact me.Best Regards,(Your name)提醒买家尽快付款模板Dear X,We appreciated your purchase from us. However, we noticed you that havent made the payment yet. This is a

21、friendly reminder to you to complete the payment transaction as soon as possible. Instant payments are very important; the earlier you pay, the sooner you will get the item.If you have any problems making the payment, or if you dont want to go through with the order, please let us know. We can help

22、you to resolve the payment problems or cancel the order.Thanks again! Looking forward to hearing from you soon.Best Regards,(Your name)Dear X,We appreciate your order from us. You have chosen one of the bestselling products in our store. Its very popular for its good quality and competitive price. R

23、ight now, we only have X lots of the X colors left. We would like to inform you that this product has a high risk of selling out soon.We noticed that you hadnt finished the payment process for the order. Wed like to offer you a 10% discount on your order, if you purchase now, to ensure that the prod

24、uct doesnt sell out.We will ship your order within 24 hours once your payment is confirmed. If you need any help or have any questions, please let us know.Best Regards,(your name)PS: We are one of the biggest suppliers on AliExpress. With more than 3 years experience in world trade, we are able to p

25、rovide the best prices, the highest quality and the superior service. We inspect our products before shipping them out and provide a 1 year warranty for all products. We promise to give you a full refund if the products are not as described.If you have any questions, please contact us; we are happy

26、to help you.订单超重导致无法使用小包免邮的回复Dear X,Unfortunately, free shipping for this item is unavailable; I am sorry for the confusion. Free Shipping is only for packages weighing less than 2kg, which can be shipped via China Post Air Mail. However, the item you would like to purchase weighs more than 2kg. You

27、 can either choose another express carrier, such as UPS or DHL (which will include shipping fees, but which are also much faster). You can place the orders separately, making sure each order weighs less than 2kg, to take advantage of free shipping.If you have any further questions, please feel free

28、to contact me.Best Regards,(Your name)海关税 (customs tax)Dear X,Thank you for your inquiry and I am happy to contact you.I understand that you are worried about any possible extra cost for this item. Based on past experience,import taxesfalls into two situations.First, in most countries, it did not in

29、volve any extra expense on the buyer side for similar small or low-cost items.Second, in some individual cases, buyers might need to pay some import taxes or customs charges even when their purchase is small. As to specific rates, please consult your local customs office.I appreciate for your unders

30、tanding!Sincerely,(Your name)因为物流风险，卖家无法向买家国家发货时给出的回复Dear X,Thank you for your inquiry.I am sorry to inform you that our store is not able to provide shipping service to your country. However, if you plan to ship your orders to other countries, please let me know; hopefully we can accommodate future

31、 orders.I appreciate for your understanding!Sincerely,(Your name)已发货并告知买家Dear X,Thank you for shopping with us.We have shipped out your order (order ID: xxx) on Feb. 10th by EMS. The tracking number is xxx. It will take 5-10 workdays to reach your destination, but please check the tracking informati

32、on for updated information. Thank you for your patience!If you have any further questions, please feel free to contact me.Best Regards,(Your name)物流遇到问题Dear X,Thank you for your inquiry; I am happy to contact you.We would like to confirm that we sent the package on 16 Jan, 2012. However, we were inf

33、ormed package did not arrive due to shipping problems with the delivery company. We have re-sent your order by EMS; the new tracking number is: XXX. It usually takes 7 days to arrive to your destination. We are very sorry for the inconvenience. Thank you for your patience.If you have any further que

34、stions, please feel free to contact me.Best Regards,(Your name)如果买家希望提供样品，而贵公司不支持样品时，可以这样回复Dear X,Thank you for your inquiry; I am happy to contact you.Regarding your request, I am very sorry to inform you that we are not able to offer free samples. To check out our products we recommend ordering ju

35、st one unit of the product (the price may be a little bit higher than ordering by lot). Otherwise, you can order the full quantity. We can assure the quality because every piece of our product is carefully examined by our working staff. We believe trustworthiness is the key to a successful business.

36、If you have any further questions, please feel free to contact me.Best Regards,(Your name)模板五：1）客户投诉没有收到货的模板：、Dear Rosalinda ,Thanks for your message , here is your friend Ashley from Chway Jerwelry ,wish you have a nice day there .It is a pity to hear that you still have not received your parcel, f

37、or your order just now I checked our shipping record, the tracking number for your parcel is RA214154254CN,we send it out on Oct31th ,you could track it on And just now I tracked , it shows that :You entered: RA214154254CNYour Items Status Your item has been processed through a sort facility in SHAN

38、GHAI, CHINA PEOPLES REP at 9:02 pm on November 08, 2011.It seems that your parcel has left China on Nov8th , I guess there was something wrong happenedduring the shipment that lead it delayed , cause you know Christmas and new year is coming ,there are much more parcel needs to be shipped outthan us

39、ual time , that may lead many parcel delayed ,but normally it is hardly to lost .So I wonder that will you please kindly wait for 1 more week ?Ifyou could not received it after 1 week, please do not hesitate to contact me again , if so , I would like to offer my best service, refund or resend is pos

40、sible ,I assure you will not bear any lost.So sorry for the inconvenience brought to you ,and looking forward to your message againBest wishesYour friend Ashley2）客户投诉颜色色差的模板：3）客户投诉款式发错的模板：Dear Rosalinda ,Thanks for your message , here is your friend Ashley from Chway Jerwelry ,wish you have a nice d

41、ay there .It is a pity to hear that you received a wrong item,normally it is hardly to happen, as we have a serious packaging team ,but I knnow nothing is impossbile, so here to help me find out the reason ,would you mind to send me the picture about the item you received ?Please do not worry,I am a

42、n honest seller ,after I found out the reason, I would like to resendyou the right ones or issueyou the refund as your prefer , I assure you will not bear any lost .So sorry for the inconvenience brought to you , and I am looking forward to your confirm messageYour friend Ashley4）客户投诉销售情况不好的模板：Dear

43、MichelleIt is a pity tohrar that the sacrved you ordered on my store still have not been shipped out. As they sells quite well on my store , normally it must also hot sale in your market.I guess it is because of winter time , as you know the scarf you ordered on my store are necklace scarf, it mainl

44、y used in Summer ,and Autum time , so I think when the winterpassed ,your scarves may hot sale , so hope you could try to wiat for more days .5）客户抱怨发货太慢的模板：Dear RosalindaI am so sorry for the delay delivery ,as we have a rest during the past two days ,and after the holiday . we have lots of parcels

45、needs to be shipped out , that lead losts of our parcel have not been shipped out in time, hope you could kindly understand , and wiat it in patienc .业务员会合理的分类管理手上的客户，了解客户的喜好，挖掘客户的需求。比如沟通中发现客户有个人店铺，我们会问客户要来网址，然后根据上面的产品整理成表格，告诉他哪些产品可以为他长期供货，报价是多少，建立起与客户的长期合作关系。我要求员工多学习换位思考。我们与国外买家的理解力肯定是不一样的，要多与客户真诚沟通，耐心为他们解决问题。其它服务注意事项：1）包裹退回来后，要咨询客户是重新发还是退款，不允许直接发出去；如果客户同意重新发，要告知客户单号；2）客户的留言不可以漏回，漏回一次罚款50元，如果因此导致客户差评根据严重程度罚款300-500元；