第3章

售中沟通与服务

目  录

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3

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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

特定情况下包裹延误的处理

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课程内容

对节假日等可预测的邮递延误进

行解释

对不可抗力因素造成的延误进行

解释

卖家发错货或者漏发货

客户不清关

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特定情况包裹延误

对于节假日或者由于不可抗力因素造

成的邮递延误，卖家都应该主动告知

客户，并保证及时更新相关信息，对

此造成的麻烦向客户致歉，并希望客

户能理解。

有时候也可能会由于卖家或买家自身

的原因产生一些问题。无论什么情况，

卖家都应及时与买家沟通，尽快解决

问题。

01

对节假日等可预测的邮递

延误进行解释

主要告知客户由于什么原因可能会导致延误，给客户一个预期，最后感谢客户的理解。

对节假日等可预测的邮递延误进行解释

Dear customer,

Thank you for your purchase and prompt payment. China will celebrate China

Spring Festival, from 30 Jan. to 5 Feb. both days inclusive. During that time, all

the shipping services will be unavailable and may cause the shipping delay for

several days.

We will promptly ship your item when the post office re-open on 6Feb. If you

have any concerns, please contact us through eBay message. We apologize for

the inconvenience caused and appreciate your kind understanding. Wish you

and your family have a happy time together as well.

Best regard

(Your name)

02

对不可抗力因素造成的延误

进行解释

对不可抗力因素造成的延误进行解释

有时候会遇到严格的海关检查或者由于天气、节假日原因

等会导致延误。此时首先要知会客户，然后告诉客户我们

会怎么做，如keep update，最后是对此次给客户造成的

麻烦致歉。必要时可以给予适当的折扣以提高客户的购物

体验。

对于某些国家海关的严格检查造成的货物延误，建议应及

时通知买家，及时的沟通让买家感觉到你一直在跟踪货物

的状态，而且是一位负责性的卖家，以免置之不理给买家

造成误会。

Dear customer,

We received the notice from logistics company that your customs for large

parcel periodically inspected strictly recently. In order to make the goods

sent to you safety, we suggest that the delay in shipment. Wish to agree.

Please let us know as soon as possible. Thanks.

Best regard

(Your name)

对不可抗力因素造成的延误进行解释

对于旺季、天气等原因造成的延误可采用以下模板：

Dear customer,

Thank your for your order with us, but we are sorry to tell you that due to peak season/

bad weather these days,  the shipping to your country was delayed.

We will keep tracking the shipping status and keep you posted of any update.

Sorry for the inconvenience caused, and we will give you 5% off to your next order for

your great understanding.

If you have any concerns, please contact us through the instant message or e-mail, so

that we can respond promptly. Thank you.

Best regard

(Your name)

对不可抗力因素造成的延误进行解释

03

卖家发错货或者漏发货

卖家发错货或者漏发货

如果是卖家的原因导致的错误，卖家应主动提出补发或者给予买家折扣，并请求买

家的谅解。

Dear customer,

It is a pity to tell you that my colleague send you the wrong bag/ forgot to send you the

item XX you ordered. Could I send you again or we give you $**** discount. I

guarantee that I will give you more discounts to make this up next time for your next

purchase So sorry for all your inconvenience. Your understanding is highly

appreciated. Thank you very much.

Best regard

(Your name)

04

客户不清关

客户不清关

根据跨境电商的相关规则，买家是有义务清关的。但是由于关税等原因买家不愿意

清关，此时卖家要及时跟买家沟通，一起寻求解决办法。

Dear customer,

Thanks for your purchasing in our shop and we are sorry to tell you that parcel was kept

at the Russian custom.

Status：(查询结果)

According to the rule of Ali, buyer have the duty to clear the custom and get the parcel.

We also hope you can clear the custom as soon as possible and get the favor.

Anything we can help please feel free to contact us.  Thanks.

Best regard

(Your name)

谢谢大家