第7章

跨境电商亚马逊平台纠纷

案例

目  录

1

.

1

1

.

2

1

.

3

1

.

4

跨境电商客服的职业要求

跨文化商务礼仪

各国的风土人情

各国客户的消费习惯

1

.

5

1

.

6

1

.

7

1

.

8

跨境电商客服职业素养及业务

沟通技巧

各国客户的沟通技巧

规范的商务英语函电主要内容

规范的商务英语函电的写作

跨境电商亚马逊平台

纠纷案例

7

.

1

课程内容

买家提出投诉

卖家投诉处理

买家与卖家沟通

投诉解决

案例分析

01

02

03

04

05

01

买家提出投诉

买家提出投诉

亚马逊平台纠纷成功解决的案例：

1、买家在亚马逊上订购了一件印花女

童装，收到后发现印花错误，对卖家

提出“发错款式”的投诉。

右图是亚马逊平台发给卖家的通知邮

件，提醒卖家有投诉需要处理，邮件

中明确指出卖家需要如何解决这个问

题。

02

卖家投诉处理

卖家投诉处理

卖家经仓库核实，确实将相似款式发错。第一时间跟客户沟通解决，回复客户，提出

三套方案，供客户选择。

Dear XXX，

Have a nice day

Firstly, we feel very sorry sending wrong print.But please don't worry,  we give

some solution for you:

1.I NO need to return it, we will give 50% claim code(ZRHT-VY65SR-

H4S6WP) for you. You can buy any liked color for lovely baby again.

2.NO need to return it, we will return half money of the cloth for you.

3.You can send it to us. We will refund this cloth's money to you .

Sorry bring this trouble to you again.Hope to get your kind understanding.

XXX Customer Service Center.

03

买家与卖家沟通

买家与卖家沟通

客户提出，希望得到优惠折扣，他非常喜欢这个款式，想再次购买。

Hi，

Thank you Looking forward to getting the right color this time. They are very cute.

XXX，

I forgot to mention, I will chose option 1.

1. NO need to return it, we will give 50% claim code(ZRHT-VY65SR-H4S6WP) for

you. You can buy any liked color for lovely baby again.

卖家收到邮件后给买家的回复：

买家与卖家沟通

客服回复客户，他可以下单购买，会马上发货。

Dear XXX,

Thank you for your kindly understanding.

You can place a new one for your lovely girl.

We will send it tomorrow.

Hope our cloth fit your girl.

Best wishes.

XXX Customer Service Center.

最终，客户取消之前的那个订单退款申请，同时用折扣券又重新下单2件衣服。

04

投诉解决

投诉解决

Top Customer Reviews

★★★★★           Five star

By: XXX

Size: S/O Months              Color: Pink Flower              Verified Purchase

Great dealing with seller, would definitely purchase again

Comment                Was this review helpful to you?               Yes/No

订单信息订单号80915986395248(查看详情)

订单金额USs10.89

订单创建时间Dee122016

订单留言

收货地址 Changi green upper changi road east s486843Blk712a04-0 S Singapore

SG486843

客户最终给了卖家五星好评。

05

案例分析

案例分析

在此案例中，客服在收到投诉后，第一时间联系了买家。卖家在核实投诉后，提出

了三套解决方案供买方选择，这个纠纷解决非常妥当，不仅避免了损失，还为店铺

赢取新订单，提升了客户满意度。客服纠纷回复的模块有两个，如下1：

Dear Customer,

The photos were received with thanks. Sorry that we failed to check out the

problem and we would pay more attention on this part.

Anyway, we will refund you $3 for compensation or may you just accept this

time and we would like to provide bigger discount for your next order?

So sorry about the trouble. Please feel free to let us have your comment.

Thanks!

Best regards

(Your name)

Dear Customer,

We sincerely regret that you haven’t received your parcel yet. We can confirm that

we sent your order on January 10, 2016; howeverwe were formed by the shipping

company that the package has been delayed due to problems on their end.

We can arrange reshipment or full refund to you. Please let us know what is your

preferred option and we'll resolve this matter as quickly as possible.

We apologize for the inconvenience. Your understanding is greatly appreciated.

Best Regard

(Your name)

如下2：

案例分析

谢谢大家