Wish：客戶投訴留言模板和處理訂單模板

1、當(dāng)買家光臨你店肆,問詢產(chǎn)品信息時：要點(diǎn)：跟買家初度打招呼，要親熱、天然并表示出你的熱心。盡量在開始交流時把產(chǎn)品元素介紹清楚，典范參閱:Hello,mydearfriend.Thankyouforyourvisitingtomystore,youcanfindtheproductsyouneedfr

1、當(dāng)買家光臨你店肆,問詢產(chǎn)品信息時：
要點(diǎn)：跟買家初度打招呼，要親熱、天然并表示出你的熱心。盡量在開始交流時把產(chǎn)品元素介紹清楚，典范參閱:
Hello,mydearfriend.Thankyouforyourvisitingtomystore,youcanfindtheproductsyouneedfrommystore.Iftherearenotwhatyouneed,youcantellus,andwecanhelpyoutofindthesource,pleasefeelfreetobuyanything!Thanksagain.

2、鼓舞買家進(jìn)步定單金額和定單數(shù)量,提示買家趕快承認(rèn)定單時可參閱:
Thankyouforyourpatronage,ifyouconfirmtheorderassoonaspossible,Iwillsendsomegifts.Agoodnews:Recentlytherearealotofactivitiesinourstore.Ifthevalueofgoodsyoubuycounttoacertainamount,wewillgiveyouasatisfieddiscount.

3、買賣進(jìn)行中，奉告買家去參看物流狀況時，可參閱：
Thegoodsyouneedhadbeensenttoyou.Itsonthewaynow.Pleasepayattentiontothedeliveryandsignassoonaspossible.Ifyouhaveanyquestions,pleasefeelfreetocontactme.

4、當(dāng)完結(jié)買賣，您表示感謝，并期望他下次能夠再次回頭時，可參閱：
Thankyouforyourpurchase,Ihavepreparedyousomegifts,whichwillbesenttoyoualongwiththegoods.Sincerelyhopeyoulikeit.Illgiveyouadiscount,ifyouliketopurchaseanotherproducts.

5、推行新產(chǎn)品,收購時節(jié)期間依據(jù)自己的經(jīng)歷，可給買家引薦自己熱銷的產(chǎn)品。
Hifriend,
RightnowChristmasiscoming,andChristmasgifthasalargepotentialmarket.Manybuyersboughtthemforresaleintheirownstore,itshighprofitmarginproduct,hereisourChristmasgiftlink,Pleaseclicktocheckthem,ifyouwanttobuymorethan10pieces,wealsocanhelpyougetawholesaleprice.Thanks.
Regards
您好！
在圣誕節(jié)降臨之際，圣誕禮品將是一個熱銷產(chǎn)品。許多買家從咱們這進(jìn)貨到他們自己的商店里出售。這個產(chǎn)品的贏利不錯。以下是咱們圣誕產(chǎn)品的介紹，請點(diǎn)擊了解。10個起批咱們將給您批發(fā)的價格.

6、貨品斷貨，貨品偶然的斷貨只需仔細(xì)解釋一下，買家能夠了解，最好的方法是奉告買家自己會活躍盡量幫他找到她所需求的產(chǎn)品，一起向他介紹相似的樣式供其挑選
Hifriend,
Wearereallysorrythattheshoesyouorderisoutofstockatthemoment.Iwillcontactthefactorytoseewhentheyaregoingtobeavailableagain.Iwouldliketorecommendyousomeotherprettyshoeswhichhavethesamestyle.Hopeyoulikethemaswell.Youcanclickonthefollowinglinktocheckthemout.IftheresanythingIcanhelpPleasefeelfreetocontactus.
Regards
您好!
咱們現(xiàn)已從頭設(shè)置了價格。在原有價格的基礎(chǔ)上，又給您了15%的扣頭。咱們供給的價格比市場價要低，在這個產(chǎn)品上，咱們沒方法給出更低的價格了。期望你能承受這個價格，假如有任何問題，請和我聯(lián)絡(luò)。
謝謝！

7、很多訂貨問詢價格，很多訂單詢盤，買家若是趕上收購季咱們一定要抓住機(jī)會，對他們的回復(fù)要一定要翔實，內(nèi)容一般包含樣品的價格、樣式、收購量和相應(yīng)的價格，這個報價主張是包含運(yùn)費(fèi)的，并且價格要相對有優(yōu)勢，給買家感覺是給他的一個優(yōu)惠。
Hifriends
Thankyouforyourinquiry,weverymuchhopetocompletetheorderwithyouforme,hereistheproductslinkyouneed,ifyoubuy100pieces,wecangiveyouawholesaleprice,$25/piece.Ifyouhaveanyidea,Pleaseletusknow,andwewilltryourbesttohelpyou.Lookingforwardtoyourreply.
Regards
謝謝您的詢盤，咱們十分期望能夠與您完結(jié)此筆訂單，下面是我對您所需求的產(chǎn)品的介紹，假如您一次購買100件，咱們能夠給您一個批發(fā)價格，每件25元.假如您有任何的問題，請和我交流。我會竭盡所能來協(xié)助你。等待您的答復(fù)。

8、海關(guān)問題，某些國家海關(guān)的嚴(yán)厲查看形成貨品延誤，主張及時奉告買家，及時的交流讓買家感覺你是一直在盯梢貨品的狀況，并是一位擔(dān)任的賣家，避免置之腦后形成誤解。
Dearfriends
Wereceivednoticeoflogisticscompany,nowyourcustomsforlargeparcelperiodicallyinspectedstrictly,inordertomakethegoodssenttoyousafety,wesuggestthatthedelayinshipment,wishyouaconsenttoagree.PleaseletusknowassoonaspossibleThanks
親愛的朋友
咱們接到物流公司的奉告，現(xiàn)在貴國的海關(guān)對很多郵包進(jìn)行定時的嚴(yán)厲查看，為了使貨品安全的送到達(dá)貴處，咱們主張推遲幾天發(fā)貨，期望征得您的贊同。期望趕快得到您的回復(fù)

9、退、換貨問題。
Dearfriend,
Imsorryfortheinconvenience.Ifyouarenotsatisfiedwiththeproducts,youcanreturnthegoodsbacktous.
Whenwereceivethegoods,wewillgiveyouareplacementorgiveyouafullrefund.Wehopetodobusinesswithyouforalongtime.Wewillgiveyouabigdiscountinyournextorder.
Bestregards
親愛的朋友,
很抱愧給您帶來了不方便。假如你不滿意的產(chǎn)品,你能夠把貨品返還追到咱們。
當(dāng)咱們收到的貨品,咱們將給你一個替換或許給你全額退款。咱們期望能和你們樹立貿(mào)易關(guān)系。
當(dāng)您下次購買時，咱們將給您最大的扣頭。
10、敦促下單，庫存不多
DearX,
Thankyouforyourinquiry.
Yes,wehavethisiteminstock.Howmanydoyouwant?Rightnow,weonlyhaveXlotsoftheXcolorleft.Sincetheyareverypopular,theproducthasahighriskofsellingoutsoon.Pleaseplaceyourorderassoonaspossible.Thankyou!
Bestregards,
(name)

11、回應(yīng)買家砍價
Dearx,
Thankyouforyourinterestsinmyitem.
Iamsorrybutwecantofferyouthatlowpriceyouaskedfor.Wefeelthatthepricelistedisreasonableandhasbeencarefullycalculatedandleavesmelimitedprofitalready.
However,wedliketoofferyousomediscountsonbulkpurchases.IfyourorderismorethanXpieces,wewillgiveyouadiscountofxx%off.
Pleaseletmeknowforanyfurtherquestions.Thanks.
Sincerely,
(name)

12、斷貨(outofstock)
DearX,
Wearesorrytoinformyouthatthisitemisoutofstockatthemoment.Wewillcontactthefactorytoseewhentheywillbeavailableagain.Also,wewouldliketorecommendtoyousomeotheritemswhichareofthesamestyle.Wehopeyoulikethemaswell.Youcanclickonthefollowinglinktocheckthemout.
http://www.aliexpress
Pleaseletmeknowforanyfurtherquestions.Thanks.
BestRegards,
(Yourname)
由于周末導(dǎo)致回復(fù)不行及時,先表示歉意，由于錯過了最佳24小時回復(fù)時刻所以可通過自動打折的方法贏取客戶。
DearX,
Iamsorryforthedelayedresponseduetotheweekend.Yes,wehavethisiteminstock.Andtoshowourapologyforourdelayedresponse,wewillofferyou10%off.PleaseplaceyourorderbeforeFridaytoenjoythisdiscount.Thankyou!
Pleaseletmeknowifyouhaveanyfurtherquestions.Thanks.
BestRegards,
(Yourname)

13、關(guān)于付出
挑選escrow，提示扣頭快完畢了
HelloX,
Thankyouforthemessage.Pleasenotethatthereareonly3dayslefttoget10%offbymakingpaymentswithEscrow(creditcard,Visa,MasterCard,moneybookersorWesternUnion).Pleasemakethepaymentassoonaspossible.Iwillalsosendyouanadditionalgifttoshowourappreciation.
Pleaseletmeknowforanyfurtherquestions.Thanks.
Bestregards,
(Yourname)

14、兼并付出及修正價格的操作
DearX,
Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclickaddtocart,thenbuynow,andcheckyouraddressandorderdetailscarefullybeforeclickingsubmit.Afterthat,pleaseinformme,andIwillcutdownthepricetoUS$XX.Youcanrefreshthepagetocontinueyourpayment.Thankyou.
Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.
BestRegards,
(Yourname)

15、提示買家趕快付款模板
DearX,
Weappreciatedyourpurchasefromus.However,wenoticedyouthathaventmadethepaymentyet.Thisisafriendlyremindertoyoutocompletethepaymenttransactionassoonaspossible.Instantpaymentsareveryimportant;theearlieryoupay,thesooneryouwillgettheitem.
Ifyouhaveanyproblemsmakingthepayment,orifyoudontwanttogothroughwiththeorder,pleaseletusknow.Wecanhelpyoutoresolvethepaymentproblemsorcanceltheorder.
Thanksagain!Lookingforwardtohearingfromyousoon.
BestRegards,
(Yourname)
DearX,
Weappreciateyourorderfromus.Youhavechosenoneofthebestsellingproductsinourstore.Itsverypopularforitsgoodqualityandcompetitiveprice.Rightnow,weonlyhaveXlotsoftheXcolorsleft.Wewouldliketoinformyouthatthisproducthasahighriskofsellingoutsoon.
Wenoticedthatyouhadntfinishedthepaymentprocessfortheorder.Wedliketoofferyoua10%discountonyourorder,ifyoupurchasenow,toensurethattheproductdoesntsellout.Wewillshipyourorderwithin24hoursonceyourpaymentisconfirmed.Ifyouneedanyhelporhaveanyquestions,pleaseletusknow.
BestRegards,
(yourname)
PS:WeareoneofthebiggestsuppliersonAliExpress.Withmorethan3yearsexperienceinworldtrade,weareabletoprovidethebestprices,thehighestqualityandthesuperiorservice.Weinspectourproductsbeforeshippingthemoutandprovidea1yearwarrantyforallproducts.Wepromisetogiveyouafullrefundiftheproductsarenotasdescribed.
Ifyouhaveanyquestions,pleasecontactus;wearehappytohelpyou.

16、訂單超重導(dǎo)致無法運(yùn)用小包免郵的回復(fù)
DearX,
Unfortunately,freeshippingforthisitemisunavailable;Iamsorryfortheconfusion.FreeShippingisonlyforpackagesweighinglessthan2kg,whichcanbeshippedviaChinaPostAirMail.However,theitemyouwouldliketopurchaseweighsmorethan2kg.Youcaneitherchooseanotherexpresscarrier,suchasUPSorDHL(whichwillinclude
shippingfees,butwhicharealsomuchfaster).Youcanplacetheordersseparately,makingsureeachorderweighslessthan2kg,totakeadvantageoffreeshipping.
Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.
BestRegards,
(Yourname)

17、海關(guān)稅(customstax)
DearX,
ThankyouforyourinquiryandIamhappytocontactyou.
Iunderstandthatyouareworriedaboutanypossibleextracostforthisitem.Basedonpastexperience,importtaxesfallsintotwosituations.
First,inmostcountries,itdidnotinvolveanyextraexpenseonthebuyersideforsimilarsmallorlow-costitems.
Second,insomeindividualcases,buyersmightneedtopaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmall.Astospecificrates,pleaseconsultyourlocalcustomsoffice.
Iappreciateforyourunderstanding!
Sincerely,
(Yourname)

18、由于物流危險，賣家無法向買家國家發(fā)貨時給出的回復(fù)
DearX,
Thankyouforyourinquiry.
Iamsorrytoinformyouthatourstoreisnotabletoprovideshippingservicetoyourcountry.However,ifyouplantoshipyourorderstoothercountries,pleaseletmeknow;hopefullywecanaccommodatefutureorders.
Iappreciateforyourunderstanding!
Sincerely,
(Yourname)

19、已發(fā)貨并奉告買家
DearX,
Thankyouforshoppingwithus.
Wehaveshippedoutyourorder(orderID:xxx)onFeb.10thbyEMS.Thetrackingnumberisxxx.Itwilltake5-10workdaystoreachyourdestination,butpleasecheckthetrackinginformationforupdatedinformation.Thankyouforyourpatience!
Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.
BestRegards,
(Yourname)

20、物流遇到問題
DearX,
Thankyouforyourinquiry;Iamhappytocontactyou.
Wewouldliketoconfirmthatwesentthepackageon16Jan,2012.However,wewereinformedpackagedidnotarriveduetoshippingproblemswiththedeliverycompany.Wehavere-sentyourorderbyEMS;thenewtrackingnumberis:XXX.Itusuallytakes7daystoarrivetoyourdestination.Weareverysorryfortheinconvenience.Thankyouforyourpatience.
Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.
BestRegards,
(Yourname)

21、假如買家期望供給樣品，而貴公司不支持樣品時，能夠這樣回復(fù)
DearX,
Thankyouforyourinquiry;Iamhappytocontactyou.
Regardingyourrequest,Iamverysorrytoinformyouthatwearenotabletoofferfreesamples.Tocheckoutourproductswerecommendorderingjustoneunitoftheproduct(thepricemaybealittlebithigherthanorderingbylot).
Otherwise,youcanorderthefullquantity.Wecanassurethequalitybecauseeverypieceofourproductiscarefullyexaminedbyourworkingstaff.Webelievetrustworthinessisthekeytoasuccessfulbusiness.
Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.
BestRegards,
(Yourname)

模板五：
1）客戶投訴沒有收到貨的模板：、
DearRosalinda,
Thanksforyourmessage,hereisyuorfriendAshleyfromChwayJerwelry,wishyouhaveanicedaythere.
Itisapitytohearthatyoustillhavenotreceivedyourparcel,foryourorderjustnowIcheckedourshippingrecord,thetrackingnumberforyourparcelisRA214154254CN,wesenditoutonOct31th,youcouldtrackitonhttps://www.usps.com/
AndjustnowItracked,itshowsthat:
Youentered:RA214154254CN
YourItemsStatusYouritemhasbeenprocessedthroughasortfacilityinSHANGHAI,CHINAPEOPLESREPat9:02pmonNovember08,2011.
ItseemsthatyourparcelhasleftChinaonNov8th,Iguesstherewassomethingwronghappenedduringtheshipmentthatleaditdelayed,causeyouknowChristmasandnewyeariscoming,therearemuchmoreparcelneedstobeshippedoutthanusualtime,thatmayleadmanyparceldelayed,butnormallyitishardlytolost.SoIwonderthatwillyoupleasekindlywaitfor1moreweek?Ifyoucouldnotreceiveditafter1week,pleasedonothesitatetocontactmeagain,ifso,Iwouldliketooffermybestservice,refundorresendispossible,Iassureyouwillnotbearanylost.
Sosorryfortheinconveniencebroughttoyou,andlookingforwardtoyourmessageagainBestwishes
YourfriendAshley
2）客戶投訴色彩色差的模板：
3）客戶投訴樣式發(fā)錯的模板：
DearRosalinda,
Thanksforyourmessage,hereisyourfriendAshleyfromChwayJerwelry,wishyouhaveanicedaythere.
Itisapitytohearthatyoureceivedawrongitem,normallyitishardlytohappen,aswehaveaseriouspackagingteam,butIknnownothingisimpossbile,soheretohelpmefindoutthereason,wouldyoumindtosendmethepictureabouttheitemyoureceived?
Pleasedonotworry,Iamanhonestseller,afterIfoundoutthereason,Iwouldliketoresendyoutherightonesorissueyoutherefundasyourprefer,Iassureyouwillnotbearanylost.
Sosorryfortheinconveniencebroughttoyou,andIamlookingforwardtoyourconfirmmessage
YourfriendAshley

4）客戶投訴出售狀況欠好的模板：
DearMichelle
Itisapitytohrarthatthesacrvedyouorderedonmystorestillhavenotbeenshippedout.Astheysellsquitewellonmystore,normallyitmustalsohotsaleinyourmarket.
Iguessitisbecauseofwintertime,asyouknowthescarfyouorderedonmystorearenecklacescarf,itmainlyusedinSummer,andAutumtime,soIthinkwhenthewinterpassed,yourscarvesmayhotsale,sohopeyoucouldtrytowiatformoredays.
5）客戶訴苦發(fā)貨太慢的模板：
DearRosalinda
Iamsosorryforthedelaydelivery,aswehavearestduringthepasttwodays,andaftertheholiday.wehavelotsofparcelsneedstobeshippedout,thatleadlostsofourparcelhavenotbeenshippedoutintime,hopeyoucouldkindlyunderstand,andwiatitinpatienc.
業(yè)務(wù)員會合理的分類管理手上的客戶，了解客戶的喜愛，發(fā)掘客戶的需求。比方交流中發(fā)現(xiàn)客戶有個人店肆，咱們會問客戶要來網(wǎng)址，然后依據(jù)上面的產(chǎn)品整理成表格，奉告他哪些產(chǎn)品能夠為他長時間供貨，報價是多少，樹立起與客戶的長時間合作關(guān)系。我要求職工多學(xué)習(xí)換位考慮。咱們與國外買家的了解力肯定是不一樣的，要多與客戶真摯交流，耐性為他們解決問題。

其它服務(wù)注意事項：
1）包裹退回來后，要咨詢客戶是從頭發(fā)仍是退款，不允許直接發(fā)出去；假如客戶贊同從頭發(fā)，要奉告客戶單號；
2）客戶的留言不能夠漏回，漏回一次罰款50元，假如因而導(dǎo)致客戶差評依據(jù)嚴(yán)峻程度罰款300-500元；

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Jack
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