第3章

售中沟通与服务

目  录

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收到订单催促付款的沟通

买方付款后的其他情况处理

货物途中可能遇到的情况处理

货运相关进展情况处理

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关联产品推介

发货前的特殊订单处理

特定情况下包裹延误的处理

货物途中可能遇到的

情况处理

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课程内容

物流信息未及时

货物长时间在途

确认收货超时，依然未妥投

货物丢失

更改快递方式

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物流信息未及时

买家普遍希望尽快收到购买的物品，在得知快

递单号后往往会主动査询物流信息。但如果物

流信息几天内都未能及时更新，买方会比较着

急。此时可以主动与买家联系，请买家耐心等

待。

物流信息未及时

Dear customer,

As we all know, it's the busiest part of the shopping season

and the logistics companies are running at maximum

capacity.

Your delivery information has not been updated yet, but

please don't worry. We will let you know as soon as the

update is available.

Thank you for your patience!

Best regards

(Your name)

物流信息未及时

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货物长时间在途

货物长时间在途

货物长时间在途，且在预期时

间内未到达客户所在国家，这

也容易引起客户的不满。此时

也需要主动跟客户联系，希望

客户耐心等待。若未能收到货

物，会重新补发或者全款退回，

增加客户对卖家的信心以继续

耐心等待。

Dear customer,

If you haven't received your order yet, please don't worry. We just checked the

tracking information and it's on its way!

Please don't worry about your money or your purchase either. If you do not receive

your package, we will resend your order, or you can apply for a full refund.

If you have any questions or problems, contact us directly for help. Thank you for

your patience and cooperation.

Best Regards

(Your name)

货物长时间在途

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确认收货超时，依然

未妥投

确认收货超时，依然未妥投

若发生这种情况，客户

会严重不满，卖家需要

告知买家物流的大致情

况，并且告知买家会给

他延长收货时间，请买

家不要提交纠纷。

确认收货超时，依然未妥投

Dear customer,

We have checked the tracking information and found your package is still in

transit. This is due to the overwhelming demand for logistics this shopping season.

We have also extended the time period for you to confirm delivery.

If you have any questions or problems, please contact us directly for assistance,

rather than submitting a refund request.

We aim to solve all problems as quickly as possible.

Thanks!

Best regards

(Your name)

04

货物丢失

货物丢失

在有些情况下，包裹长时间

未妥投，也无法查询到物流

信息，此时卖家应该主动与

客户沟通，告知包裹可能丢

失，请客户申请退款或重新

下单。若客户愿意重新下单，

将给予特别折扣。

货物丢失

Dear customer,

I am sorry to tell you that we still cannot get the tracking information and I'm

afraid the package might be lost by China Post. I suggest that you apply for

refund. If you still want to buy these products, you can place the order again and

I will offer you special 10% discount.

Thank you for your patient and looking forward to doing business with you again.

Best regards

(Your name)

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更改快递方式

更改快递方式

客户下订单后最希望得到的服务就是能够尽快顺利地收到包裹。因此，作为卖家首

先要按买家的要求来选择快递公司。

如果由于特殊原因需要更换快递公司，卖家须及时与买家沟通，并要把更换后的包

裹运单号及时告诉买家。更换快递公司后，还要延迟客户的收货时间，以免后期影

响客户顺利收到货物。

更改快递方式

Dear customer

There is a backlog of orders for China Post Air Mail to ship. I don't know when

your packet can be shipped. How about changing a logistics company?

If you are agree, i will send your package by e-Packet. And I will let you know the

tracking No. as soon as I send your package out.

Best regards

(Your name)

若是在货运高峰期，货物未能及时发出，可以这样说：

更改快递方式

Dear customer,

Due to the overwhelming demand for logistics this shopping season, the original dispatch has

failed.

We have already dispatched your order with a different logistics company. You can track the

new delivery of your order here:**********.

Tracking No. is ****************************

We have also extended the time period for you to confirm delivery.

If you have any questions or problems，contact us directly for help.

Best regards

(Your name)

若是货物被退回需要更换快递，可以这样说：

更改快递方式

选择合适的物流，不同的国际快递，服务重点也会有所区别。同是UPS，UPS

Worldwide Express注重速度，而UPS Worldwide Expedited则注重安全。

例如，印度人本身对时间的要求不高，所以他们对是否准时送达的要求也比较低；

但香港人的时间观念就会完全相反。因此需要结合买家的需求和买家所处的国家、

地区的人文习惯，选择适合的物流公司和适合的物流方式。最好是与买家沟通，双

方一起确定物流公司和方式。

谢谢大家