为你搭建能自营+入驻的多商户商城平台
售前篇
一、价格payment
1、非美国，10个以下，及不能讲价类
免运费
Dearfriend,
HowareyoutodayThisis______.
Thankyouforyouofferanditwillbeagreatpleasuretodobusinesswithyou.
Youknowwehavetoshoulder(负担)theshippingfees(费用),thus(因此)thepricewehavehereisalreadyverylowandcompetitive.Hopeyoucanunderstand.
Haveaniceday.
含运费
Thepricewehavehereisalreadyverylowandcompetitive,sothelowestpricewecanprovideisshowedonthelisting.
HopeyouIfyouhaveanyquestions,pleasesfeelfreetoaskme.
2、能讲价类
不能满足顾客的出价，能提供小折扣
Thankyouforyourinterestsinmyitem.
Perhapswecan’tacceptthepriceyouoffer.I’msorryforthat.Infactthepriceisreasonable.Weonlyhavealittle/lowbenefit(利润).But,wearewillingtoofferyousomediscountsifyoubuymoreproductsatonetime.Ifyoubuymorethan5products,wewillgive5%discounttoyou.
Ifyouhaveanyotherquestions,pleasetellus.
Dearfriend
3、买家没有paypal账号，想用其他方式付款
Thankyouforyourinquiry.
Forsimplifyingtheprocesssake,IsuggestthatyoupaythroughPayPal.Asyouknow,italwaystakesatleast2-3monthstoclearinternationalchecksothatthedealingandshippingtimewillcosttoomuchtime.PayPalisafaster,easierandsaferpaymentmethod.Itiswidelyusedininternationalonlinebusiness.EvenifyoudonotwanttoregisteraPayPalaccount,youcanstilluseyourcreditcardtogothroughPayPalcheckoutprocesswithoutanyextrasteps.
Hopemyanswerishelpfultoyou.
二、买家询问物品细节的问题模版
1、询问具体细节(size,colorandsoon)
Aboutyourproblem,Ihavecheckedtheiteminformationforyou.
__________________________________________(问题回答).Hopeitcanhelpyou.
Anyotherquestions,feelfreetoletmeknow.
Niceday.
2、合并运费(combineshipping)
Thankyouforyouraskinganditwillbeagreatpleasuretodobusinesswithyou.
Therealtotalpriceoftheitemisincludingthecostandthepostage.Sowecouldn’tCombinedwiththefreight.Thepricewehavehereisalreadyverylowandcompetitive.
Hopeyoucanunderstand.
三、缺货未发&退件
有跟踪号的(特别是EUB)：主动发;
无跟踪号平邮买家回复邮件(适用缺货未发，下架清仓为0等未发情况)：
首先让买家等几天，然后说可能是丢件了，引导退款
Dearmyfriend,
HowareyoutodayIam_______,thecustomerservicestaff.
Firstly,thankyouverymuchforyourpurchase;wereallyvalueyourbusiness.
ThenwehavetosaysorrythatyourpackagehadbeendeclinedbytheCustomHousewhichwecanhardlycontrol.
Wearewillingtoaskifyou’dlikeustoresendittoyou.Butwecan’tpromisethatyouritemwouldn’tbedeclinedbythemagain.
So,ifyoudon’twanttowaitanymore,wecanissueafullrefundassoonaspossible.
Pleasetelluswhichwouldyouprefer
Onceagain,wesendoursincereapologyandhopetohearfromyousoon.
Yourssincerely,
买家坚持发，材质问题婉转拒绝(清仓数量0，以及仓库没货)
Howareyoutoday
Thankyouforyourinterestedinourpruduct.
We’rewillingtoresentthepackagetoyou,becausewesovalueableyourbusiness,butwecouldn’tdothatthecustomswillrejectyouritemagainbecauseofthematerialproblem.Butwehavecontacttheproducers,letthemchangethematerialassoonaspossible.Hopeyoucanunderstand.We’rewillingtosendthefullrefundtoyouasoursincereapology.Isthatokforyou
Lookingforwardtohearyourreply.
主动出击：询问是否收到货，让买家等几天，然后说丢失，最后引导退款(缺货未发，下架清仓为0)
HowareyoutodayThisis__.
Thankyousomuchforyourpurchase.
Theitemhasbeensendouttoyouabout30daysago.Doyouhavereceivedit
Ifthepackagestillnotarrive,pleasefeelfreetoemailusandwewilldoourbesttosolveitandofferyouasatisfactoryservice,evenofferyourefund,isthatokforyou
Wejustwantyoutoknowthatyoursatisfactionisalwaysourtoppriority.
Lookingforwardtoyourearlyreply.
Yourssincerely.
HowareyoutodayThisis___.
Thankyouforshoppingwithus(come2ourmall).Wehadsenttheitemtoyouon25/05/201711:27AM.(Youpaidforiton25/05/2017).
AndrecentlywegettheinformationfromChineseCustomswhichsaidthethepackagewillbereturnedtousforsomesafetyreasons.Youknow,sometimesthingslikethisdidhappen.
Weareverysorryaboutthat.Andwecanresendtheitemtoyouorwecanofferafullrefundasoursincereapology.Orifyouhaveanyotherideaswhichcancompensateyou,pleasefeelfreetotellus.Wereallyhopeyouwillnotbetoodisappointedaboutit.
Hopetohearfromyousoon.
Sorryagainandhaveaniceday.
四、物流
1、修改物流(未发货，以电子件转瑞典小包为例)
HowareyoutodayThisis_.
ThenwehavetosaysorrythatyourpackagehadbeendeclinedbythePostoffice,causeitiselectronicproducts,notallowedtopasscustoms,whichwecanhardlycontrol.
Wearewillingtoaskifyou’dlikeustoresendittoyouviaSwedenPost.
Buttheshippingtimewillbelongerabout20-30workingdays.Isthatokforyou
So,ifyoudon’twanttowaitanymore,wecanissuearefundassoonaspossible.
2、运送方式
非美国地区(货值高有跟踪号)
Thankyouforyourreply.WewillsendthembyChinaPostAirmailwithatrackingnumber.Itwilltakeabout30to40daystoyourcountry.ChinaPostisthebiggestlogisticscompanyinChina,anditwillkeeptheitemssafe.Youcouldchooseothershippingcompany.butyouneedtopaymoreshippingfeeforthem.Sowhichwaydoyouprefer
美国地区
Thankyouforyourreply.WewillsendthembyEUBwithatrackingnumber.Itwilltakeabout7to15businessdaystoyourcountry.IsthatokforyouLookingforwardtohearyousoon.
3、不寄递特定国家
Thankyouforasking.Infact,we’dliketodobusinesswithyouverymuch.
However,recentlyyourcountry’sCustomHouseisquitestrictwiththepackagesfromabroad,sowearenotsureaboutwhethertheitemcouldbeabletoarrive.Hopeyoucanunderstand.
MaybesometimelaterwhentheCustoms’policyisnotsostrict,wewillshiptoyourcountry.
Ifyouhaveanyotherquestions,pleasefeelfreetoask.
售后篇
一、关于询问跟踪号,如果我们没有跟踪号
Thankyouforasking.AndwesentyouritembyChinaPostAirmailwhichdidn’thaveatrackingnumber.Butdon’tworry,ChinaPostisthebiggestlogisticscompanyinChina,andwebelievethatyouritemwillarriveintime.
Ifbyanychance,theitemdoesn’tarriveindue,pleasecontactusandwewilldoourbesttosolveit.
Ifthereareanyquestions,pleasefeelfreetoask.
二、关于询问跟踪号，有跟踪号
1、跟踪号有用
Thankyouforpurchasing(itemIDoritemtitle).Wehaveshippedyouritemon————.
Foryourreference,thepostaltrackingnumberisbelow:No.RR725377313CNStandardshiptimesareapproximately7~15businessdays,howeverwiththebusyseasonshippingtime,theremaybeadelayininternationalparceldeliverytimes.WepromiseWewillprovideasatisfactorysolutionforyouiftheitemisnotdelivered.Yoursatisfactionisourutmostpriority;pleasecontactusifyouhaveanyconcerns.
Weapologizeforanyinconvenience.Yourunderstandingisgreatlyappreciated.
Sincerely
2、跟踪号无用
Sorry,theremaybesomethingwrongwiththepostalsystem.Sowecannotgetthetrackingnumber.Butdon’tworry,wewon’tletyousufferanylosses.Youritemhasbeenshippedon29/10/2017,andhadpassedtheChineseCustomson18/10/2017,itgotdelayedintheCustomsHouse.Andtheshipmentusuallytakes20to30days.Pleasewaitpatiently.Ifyouhaveanyquestion,youcanfeelfreetocontactus.
三、取消订单
1、未付款
Sure,weunderstandandwewillcancelthetransactionforyou.Pleasedon’tworry.
Hopetodobusinesswithyounexttime.
2、已付款(退完款后到ebay后台取消)
We’rewillingtocancelthetransactionforyou,butwecouldn’tdothatnow.Becauseyouhavepaidforit.Pleasedon’tworry,wewillsendthefullrefundtoyourpaypalaccount,thenIcouldcancelyourorder,isitokforyou
3、已发货，无法取消
HowareyoudoingtodayThisis____.
Thankyoufortellingusaboutthat,wehavecheckyourparcelandwehavetosaysorrythatithasbeensentout.Wecannotstoptheshipment.Maybeyoucanhaveputitonfirstandseeifitissuitableafteryoureceivetheitem,thesweaterisinacasualstyle,maybeitjustallrightforyou.
IfYoudon’tlikeit,andyoucanputittoyourrelativesorfriendsasagift.
Sorryfortheinconvenienceandhopeyoucangetitsoon.Anyquestions,plsfeelfreetocontactus.Wewilltryourbesttosolveitforyou.
四、没有收到货
1、特殊情况致物流延误：节假日/旺季
节假日
Thankyouforpurchasingandpromptpayment.However,we’llhavetheNationalHolidayfromOct1toOct7.Duringthattime,alltheshippingservicewillnotbeavailableandmaycausetheshippingdelayforseveraldays.
Thanksforyourunderstandingandyourpatienceismuchappreciated.Ifyouhaveanyotherconcerns,pls.justletusknow.
Keepintouch.
Thanks.
自然灾害导致物流延误(火山爆发)
Dearcustomer,
We’resorrytoinformofyouthatyouritemdeliverymaybedelayedforthevolcanicexplosioninsouthIceland.
Duetothisvolcanicexplosion,airlinestoEuropehavebeencancelled,andmanyairportswereclosedeither,whichdirectlycausedtheshippingdelay.
Yourunderstandingandpatienceismuchappreciated.Wewillkeeptrackingtheshippingstatus,andtryourbesttoresolvetheproblemsthatcausedbythisunexpectedissue.Ifyouhaveanyotherconcerns,justletusknow.
Keepintouch.Thanks.
加强安检导致物流延误
Ijustgotthenoticethatallpackets(fromallcountries)toUSwouldbesubjecttostricterscreeningbythecustoms.
Duetothetightenedcustomscontrolandscreening,theshippingtimetoUSwillbelongerthannormal.
Weappreciateyourunderstandingandpatience.Youarealsowelcomedtocontactusforyoursuggestionsandanyconcerns.
Dearfriend，
Wearesorryforthelong-timewaitingandyouritemhadbeenshippedon08/03/2017,thisisabusyseasonofshipping,soitgotdelayedintheCustomsHouse.Andtheshipmentusuallytakes20to30days.Socouldyoupleasewaitforanother15businessdays
Ifthepackagestilldoesn’tarriveindue,pleasecontactusandwewilldoourbesttosolveitandofferyouasatisfactorysolution.Isthatokforyou
Pleasedon’tworry,wewon’tletyousufferanylosses.
Ifthereareanyotherquestions,pleasefeelfreetotellus.It’sourgreatpleasuretoserveyou.
3、货物未到，期限已过，对方语气强硬
Wearesorryforthelong-timewaitingandwequiteunderstandthatwaitingisalwayssomethinghardtoendure.Youritemhadbeenshippedon28/03/2014,itgotdelayedintheCustomsHouse.Sotheshipmentusuallytakes35to50businessdays.
CouldyoupleasewaitforanothertwoweeksIfthepackagestillnotarriveindue,pleasecontactusandwewilldoourbesttosolveitandofferyouasatisfactoryservice.
Orifyoudonotwanttowaitanylonger,wearewillingtoofferarefundyouasoursincereapology,andit’sreallykindofyoutoreturnthepaymentwhenyougettheitem.pleasefeelfreetotelluswhichwayyouwouldpreferWejustwantyoutoknowthatyoursatisfactionisalwaysourtoppriority.
Lookingforwardtoyourreply.
4、买家再次询问，50天内
Thanksforyourmessage.Wearesorryforthelong-timewaitingandwequiteunderstandthatwaitingisalwayssomethinghardtoendure.Wereallyhopethattheshippingtimecouldbeshorter,however,theshippingtimeisoutourcontrolanditusuallyneedmorethan50daysfordeliveryduetothesalespeakrecentlyhereinChina.Couldyouplswaitforanother7businessday
Youknow,thesalesandtheshippingpeakissomethingthatoutourcontrol.Hopetogetyourkindlyunderstandingthatwewon’tletyousufferanylossandiftheitemdoesnotarriveindue,wewillprovideasatisfactorysolutionforyou.
Yourkindlyunderstandingandcooperationismuchappreciated.
Thanksinadvanceandbestregards
5、已显示妥投，但未收到货
Ihavecheckeditanditshowsthattheposthavedeliveredtoyou.SoIcanprovidethetrackingnumber“___”toyouandsuggestyoutoasktheclerkinyourlocalpostwiththenumber.
Pleasefeelfreetocontactusifyouhaveanyfurtherquestions.
6、货物查了还在路上，已经在他国家的海关，有信心很快就到了，再让对方等等(没有跟踪号)
Sorryfortheinconvenience.
We’resosorryforthelong-timeshipping,webelievethatyouwillreceivetheitemsoonaswehaverecheckedwiththeCustomsandtheytoldusthattheitemwaspassyourlocalCustoms.Itisthewaytoyourlocalpost.CouldyouhelptowaitanotherseveraldaysYouknowsometimessomethingwasoutofourcontrol,butwetryourbesttosolveproblem.
Anyquestionletusknow.
Haveaniceday
7、让顾客去当地邮局询问
Wearesorryforthelong-timewaitingandyouritemhadbeenouton13/12/2017andtheshipmentusuallytakes35to45days.
Theitemshouldhavearrived,howeveritmightencounteredsometroublesduringtheshipping.
WehavecheckedtheChinaPostandtheysaidithasarrivedatyourcountry.CouldyoupleaserecheckyourlocalPosttoconfirmitMaybeyouhaveforgottentofetchit.
Onceagainwesentoursincereapologyandhopeyoucangetyouritemsoon.
Anysituations,plsfeelfreetocontactus.
8、再等7天!(超过50天)
Firstly,weareverysorryfortheshippingtime.Theshippingtimeusuallytakes30to40businessdays.Youritemhadbeensenton23/04/2017anditshouldhavearrived.Itmightencountersomeproblemsduringtheshipment.Weknowitistoolongandwaitingisalwayssohardtoendure.However,theshippingtimeisreallysomethingwecanhardlycontrolandwearealsothe
victimoftheshippingtime.Couldyoupleasehelptowaitanother7days
Recently,wehavesomecustomerslikeyoufromRussiaandthegottheiritemsin55-60days.TheytoldmethattheRussiaCustomshousewilldetainedthepackagefromtheforeignforaperiodoftime,thendeliveredtothepostoffice.
Pleasedon’tworry,youboughtmanyitemsinourstore,wewon’tlossyou.Plstrustus,iftheitemstillnotarriveindue,wearewillingtoofferyouasatisfiedsolution,isthatokforyou
Thankyouverymuchforyouremailandkindness.
Don’tworry,wewillnotletourcustomersufferloss.Youknowitistransportationpeakseasonnow.Theshippingtimeislongerthannormal.Inordertoenhanceyourtrusttous,HowaboutweofferyouhalfrefundfirstIfstillnotarrivenextweek,wewillofferyouanotherhalfrefund,isthatokforyou
Whentheitemarriveinthefuture,hopeyoucouldrepay.
Ifyouhaveanyidea,plsfeelfreetoemailus.Wewilldoourbestforyou.
Waitingforyourearlyreply.
Haveaniceday!
苦情：
Wehavecheckedwithourlocalpostman,theitemhavearrivedyourcountry.
Youknowthatwehavelostabout50parcelsbythepostofficeonthewaytoourcustomers,thatisreallynotwhatwewant,butwehavenorighttocontrolthepostoffice.
Andwearesurethatwewillnotletourcustomerssufferloss.
Sowhenourcustomertoldusthattheydon’treceivetheitemafter40-50days.Wewillhavetoofferfullrefundtoourcustomers.Whentheitemarriveinthefuture,someofourcustomersdorepaytous.
Soweapologizeforthelongtimewaiting.Andwearewillingtodoanythingforourcustomers.
Howaboutweofferyourefundfirst,whentheitemarriveinthefuture,hopeyoucouldrepay,isthatokforyou
Yourssincerely
五、收到货
1、收到货说有问题，要提供照片(发错颜色、货物、有缺陷等)
Wearequitesorryforthissituation.Couldyoupleasesendusthepicturesaboutthisproblem
Andwewillsolveitforyou.Pleasedon’tworry.
Ifanyothersituations,plsfeelfreetotellme.
2、货物有问题，但又不想/能提供照片的
We’resosorryfortheunsatisfiedpurchase.We’dliketosolvetheproblem,butweneedtheevidencethatcanshowsthetruth.
Butifnopicturestoshowtheproblem.It’snotreasonable.It’snotaboutthemoney,it’sabouttheprinciple.
Ifyouthinkitwasbroken,youcouldsendthepictureandwewillsolveassoonaspossible.Asahonestseller,wearenotwillingtoletourdearvaluedcustomersufferanylosses.Icanunderstandyou.Butwehopeyoucouldunderstandus.CouldyoumakesometrytotakethephotosAnysituations,plscontactusfirstly,webelivethatgoodcommunicationswillsolvetheproblem.
Hopetoreceiveyourpicturesoon.
3、顾客发来图片，根据情况引导退部分或全额款(错误在我方)
We’resosorryfortheunsatisfiedpurchase.We’rewillingtosolvetheproblem.
Sorryforthepoorquality,thiskindoftheproductwhatyouboughtistoohot,maybesomethingsgowronginproduction.Wehavecontactedmanufacturer,tellthemtoimproveassoonaspossible.
Asahonestseller,wearenotwillingtoletourdearvaluedcustomersufferanylosses.Wearewillingtoofferapartial/fullrefundtoyouasoursincereapology,isthatokforyou
Orifyouhaveanyotherideas,plsfeelfreetotellme.Iwilltrymybesttosatisfiedyou.
Lookingforwardtohearyousoon.
Onceagain,wesendoursincereapology.
Weareterriblysorryforthebrokenitem;weunderstandhowdisappointedyouwillbeaboutgettingabrokenitemafterwaitingforsolong.Theitemmightbedamagedduringtheshipment.Theshipmentisalsosomethingwecanhardlycontrol,butwearewillingtorefundallthepaymenttoyouasoursincereapologyandhopeyouarenottoodisappointed.Isthatsoundsacceptabletoyou
Orifyouhaveanyotherideasthatcancompensateyou,pleasefeelfreetotellus.
Wejustwanttoensureyouasatisfactorybuyingexperiencefromourstore.
4、尺寸不合适
Wearesosorryaboutthelong-timewaitingandunsuitablesize.Accordingtooursellingrecord,youhadboughtonedresswhichissizeM,isthatrightWhatisthesizeofthedressyougotPlsdon’tworry,wearewillingtoresolvethisproblemforyou,wejustneedmoreinformationaboutit.Lookingforwardtohearyousoon.
5、发错颜色
HowareyoutodayIam___,thecustomerservicestaff.
Firstly,thankyousomuchforpurchasing.Theitemyouorderedhasbeensendtoyou.Itisontheway.
Butwerealizedthatourwarehousehavemadeamistakeaboutthecolor.ThecoloryouorderedisGold,maybetheitemsendtoyouisblueone.Thepostofficedon’tallowustotaketheparcelback.
So,ifyoureceivetheitemlater,thecolorisnotGold,plsemailus,wewillofferyoucompensation,isthatokforyou
Ofcourse,ifyouhaveanyidea,plsdonothesitatetoemailus.Wewilldoourbestforyouasyouwant.
Yoursupportandkindnesswillbehighlyappreciatedbyus.
Thanks&bestregards!
六、退货
1、客户执意要退(错误不在我方)
We’resosorrytohearthatyouwanttoreturnit.Ifyoureallydon’tlikeit,wecouldprovideyouthereturnaddress,andwewillgiveyouthefullrefundwhenwegettheitem.Butyoushouldpayforthereturnedshippingfee.Isitokforyou
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