eBay、Amazon客服回复邮件模板-售前篇

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售前篇 
一、价格payment 

1、非美国,10个以下,及不能讲价类

  • 免运费

Dear friend,

How are you today?This is ______.

Thank you for you offer and it will be a great pleasure to do business with you.

You know we have to shoulder(负担) the shipping fees(费用),thus(因此) the price we have here is already very low and competitive. Hope you can understand.

Have a nice day.

  • 含运费

Dear friend,

How are you today?This is ______.

Thank you for you offer and it will be a great pleasure to do business with you.

The price we have here is already very low and competitive,so the lowest price we can provide  is  showed on the listing.

Hope you If you have any questions,pleases feel free to ask me.

Have a nice day.

 

2、能讲价类

  • 不能满足顾客的出价,能提供小折扣

Dear friend,

How are you today?This is ______.

Thank you for your interests in my item.

Perhaps we can’t accept the price you offer. I’m sorry for that. In fact the price is reasonable .We only have a little/low benefit(利润) .But, we are willing to offer you some discounts if you buy more products at one time. If you buy more than 5 products , we will give 5% discount to you .

If you have any other questions,please tell us.

Have a nice day.

Dear friend

 

3、买家没有paypal账号,想用其他方式付款 

Dear friend,

Thank you for your inquiry.

For simplifying the process sake, I suggest that you pay through PayPal. As you know, it always takes at least 2-3 months to clear international check so that the dealing and shipping time will cost  too much time.  PayPal is a faster, easier and safer payment method. It is widely used in international online business. Even if you do not want to register a PayPal account, you can still use your credit card to go through PayPal checkout process without any extra steps.

Hope my answer is helpful to you.

Have a nice day.

 

二、买家询问物品细节的问题模版 

1、询问具体细节(size,color and so on) 

Dear friend,

How are you today?This is ______.

Thank you for your inquiry.

About your problem, I have checked the item information for you.
__________________________________________(问题回答).Hope it can help you.

Any other questions, feel free to let me know.

Nice day.

 

2、合并运费(combine shipping) 

Dear friend,

How are you today?This is ______.

Thank you for your asking and it will be a great pleasure to do business with you.

The real total price of the item is including the cost and the postage.So we couldn’t Combined with the freight.The price we have here is already very low and competitive.

Hope you can understand.

Have a nice day.

 

三、缺货未发&退件 

 

1、缺货超过7天未发的(先查库存,如果还没有货尽量引导退款,如果买家还坚持发,就说是因为材质的问题被退回,需要时间改进,让他过一段时间再过来买)

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

Dear my friend,

How are you today? I am _______, the customer service staff.

Firstly, thank you very much for your purchase; we really value your business.

Then we have to say sorry that your package had been declined by the Custom House which we can hardly control.

We are willing to ask if you’d like us to resend it to you. But we can’t promise that your item wouldn’t be declined by them again.

So, if you don’t want to wait any more, we can issue a full refund as soon as possible.

Please tell us which would you prefer?

Once again, we send our sincere apology and hope to hear from you soon.

Yours sincerely,

 

  • 买家坚持发,材质问题婉转拒绝(清仓数量0,以及仓库没货)

Dear friend,

How are you today?

Thank you for your interested in our pruduct.

We’re willing to resent the package to you,because we so valueable your business,but we couldn’t do that the customs will reject your item again because of the material problem .But we have contact the producers,let them change the material as soon as possible.Hope you can understand. We’re willing to send the full refund to you as our sincere apology. Is that ok for you?

Looking forward to hear your reply.

Have a nice day.

 

  • 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)

Dear friend,

How are you today?This is__.

Thank you so much for your purchase.

The item has been send out to you about 30 days ago. Do you have received it?

If the package still not arrive, please feel free to email us and we will do our best to solve it and offer you a satisfactory service, even offer you refund, is that ok for you?

We just want you to know that your satisfaction is always our top priority.

Looking forward to your early reply.

Yours sincerely.

  • 缺货时间在2-5天之内的,同时适用于真正的退件(4、5天后给客户发邮件)

Dear friend,

How are you today?This is ___.

Thank you for shopping with us(come2ourmall). We had sent the item to you on 25/05/2017 11:27AM .(You paid for it on 25/05/2017).

And recently we get the information from Chinese Customs which said the the package will be returned to us for some safety reasons. You know, sometimes things like this did happen.

We are very sorry about that. And we can resend the item to you or we can offer a full refund as our sincere apology. Or if you have any other ideas which can compensate you, please feel free to tell us. We really hope you will not be too disappointed about it.

Hope to hear from you soon.

Sorry again and have a nice day.

 

四、物流

1、修改物流(未发货,以电子件转瑞典小包为例) 

How are you today? This is _.

Firstly, thank you very much for your purchase; we really value your business.

Then we have to say sorry that your package had been declined by the Post office, cause it is electronic products,not allowed to pass customs, which we can hardly control.

We are willing to ask if you’d like us to resend it to you via Sweden Post. But the shipping time will be longer about 20-30 working days. Is that ok for you?

So, if you don’t want to wait any more, we can issue a refund as soon as possible.

Please tell us which would you prefer?

Once again, we send our sincere apology and hope to hear from you soon.

Yours sincerely.

2、运送方式 

  • 非美国地区(货值高有跟踪号)

Dear friend,

Thank you for your reply. We will send them by China Post Airmail with a tracking number.It will take about 30 to 40 days to your country. China Post is the biggest logistics company in China,and it will keep the items safe. You could choose other shipping company. but you need to pay more shipping fee for them. So which way do you prefer?

Have a nice day.

  • 美国地区

Dear friend,

Thank you for your reply. We will send them by EUB with a tracking number.It will take about 7 to 15 business days to your country. Is that ok for you?Looking forward to hear you soon.

Have a nice day.

 

3、不寄递特定国家

Dear friend,

Thank you for asking. In fact, we’d like to do business with you very much.

However, recently your country’s Custom House is quite strict with the packages from abroad, so we are not sure about whether the item could be able to arrive. Hope you can understand.

Maybe sometime later when the Customs’ policy is not so strict, we will ship to your country.

If you have any other questions, please feel free to ask.

Have a nice day.