與customers溝通技巧20招，私藏模板拿來分享~

1）付款階段?

1,A,買家未付款催單技巧：(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,款項(xiàng)正在審核階段(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?

2）訂單付完款后，發(fā)貨前?

2,買家下完單，但是缺貨斷貨，可推薦其他產(chǎn)品或者同意退款,詢問買家意見?

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?

3）買家所在的國家地址較偏遠(yuǎn)，不能包郵，建議買家補(bǔ)運(yùn)費(fèi)?

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 $(付款金額), 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?

4）買家選擇的是DHL發(fā)貨，但是賣家只能用E-郵寶或者小包發(fā)貨，詢問買家是否愿意接受？?

Dear Valued Customer,?

Thank you for your order. We are sorry that we cannot ship your item(s)via DHL（四大快遞) at this point. We can only ship your item(s) via E-packet （或者其他的貨運(yùn)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?

5）賣家不能正常發(fā)貨（例如春節(jié)長假），請(qǐng)買家同意延長備貨期?

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?

3 發(fā)貨后?

6）賣家發(fā)貨了，告知買家發(fā)貨方式和查詢網(wǎng)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?

7）貨物被物流公司丟失，詢問買家是否同意重新發(fā)貨？?

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?

8）貨物正常在途，請(qǐng)買家等待?

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?

9）貨物到達(dá)買家海關(guān)，請(qǐng)買家去清關(guān)（確認(rèn)買家需要交關(guān)稅的情況）?

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?

10）貨物妥投，但是妥投的具體地址和簽收人不一致,請(qǐng)買家再次核實(shí)?

Dear Valued Customer,?

Your package was delivered to the address that you have provided, here is the shipping receipt (附上發(fā)貨底單給買家). 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?

11）官網(wǎng)查詢買家已簽收包裹，提醒買家確認(rèn)收貨并留好評(píng)?

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?

4 買家開啟糾紛（包括普通糾紛和平臺(tái)糾紛）?

12）買家投訴貨物與描述不符，詢問具體原因和請(qǐng)買家提供證據(jù)?

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?

13）買家投訴部分收到貨物，詢問具體收到的數(shù)量，考慮補(bǔ)發(fā)?

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?

14）買家將糾紛升級(jí)到平臺(tái),繼續(xù)跟買家溝通?

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?

15）糾紛升級(jí)到平臺(tái)，等待平臺(tái)糾紛專員裁決期間，仍爭取跟買家溝通?

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?

16）如果買家收到的貨確實(shí)貨不對(duì)版或者質(zhì)量問題，也提供了證據(jù)給您，詢問買家的方案?

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(具體金額可視具體的情況).?
(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?

17）如果買家接受了部分退款，保留貨物的意見，告知會(huì)同意部分退款或者找客服幫忙?

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?

18）如果買家就是不喜歡收到的貨（自身原因），堅(jiān)持就要退貨，可告知買家風(fēng)險(xiǎn)?

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:?
(詳細(xì)英文退貨地址：包括收件人姓名，電話，郵編，買家需要選擇的貨運(yùn)方式和申報(bào)價(jià)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?

19）同意買家退貨，詢問買家退貨進(jìn)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?

20）收到買家的退貨，同意退款給買家，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

希望可以為我點(diǎn)贊哦，謝謝大家！
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