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

买方付款后的其他情况处理

3

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2

课程内容

买方已付款，但库存无货

资金未通过风控审核

针对客户下单后半天未付款的情况

通知发货

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04

买方下单后的24小时内，平台风控部门会对买

家的资金做审核，如果发现资金来源有问题，

平台会关闭交易。若未通过风控部门的审核，

需要及时与买家沟通。若过了风控部门的审核

就会出现让卖家填发货通知单，就是物流信息。

买方付款后的其他情况处理

01

买方已付款，但库存无货

买方已付款，但库存无货

可直接向客户推荐类

似的产品，并提供相

应的链接。如果客户

经过考虑后决定取消

购买，可以告诉客户

取消流程。

Dear Customer,

Thanks for your order. However, the product you selected has been out of

stock. Would you consider whether the following similar ones also for you:

http//www.aliexpress.com/store/product/******1.html

http//www.aliexpress.com/store/product/******2.html

If you don’t need any other item, please apply for cancel the order. And please

choose the reason of "buyer Ordered wrong Product". In such case, your

payment will be returned in 7 business days.

Sorry for the trouble and thanks so much for your understanding.

Best regards

(Your name)

买方已付款，但库存无货

02

资金未通过风控审核

资金未通过风控审核

当买家的订单因为未通过风控部门的审核被关闭后，卖家要给买家留言，告诉他/

她可以另下一个新的订单，然后用别的支付方式付款。要尽量留住客户。

Dear Customer,

I am sorry to tell you that your order has been can celled because your credit card has

not been approved by Amazon. If you want the item now, we have prepared for you and

you can make a new order. Besides, you can pay through Western Union, T/T payment

or other ways too.

Also, please contact with the Ali initiatively! Good luck!

Best regards,

(Your name)

03

资金通过风控审核，

且库存有货

资金通过风控审核，且库存有货

通过风控部门的审核后，卖家要尽快发货，同时跟买家确认地址和电话。此外，为

了避免通关可能遇到的麻烦，卖家要先和买家沟通报关单上的货名与货值。这里还

需要告诉买家产品的具体安排，同时对买家说明产品的质量以及检查事项请买家放

心，以消除买家的疑虑。

资金通过风控审核，且库存有货

Dear Valuable Customer,

Thank you for your order and fast payment.

Your item will be arranged within 24-48 hours to get courier No. and it would take

another two days to be online for tracking. By the way,

Please confirm your address, post code and phone number is updated without change

(Russian customers must give us the receiver's full name).

To avoid high import taxes, we usually declare the item name"XX"and item value

"under USD50", is it OK?

Any special requirements will be replied within 24 hours. We would check the product

quality and try our best to make sure you receive it in a satisfactory condition.

Thanks for your purchase and we will update courier No to you soon.

Best regards

(Your name)

04

通知发货

通知发货

客户下单付款后都希望能尽快

收到货物，但由于卖家发货后

填写的发货信息要1~3个工作

日才能更新。因此，当买家付

款后，卖家最好能在最短的时

间内发货。发货后应及时填写

物流单号，并第一时间联系买

家，告知物流运送情况。

通知发货

Dear Customer,

Thank you for shopping with us.

We have shipped out your order(order ID: **** **********)on June21th by China Post Air

Mail. The tracking number is ********.

It will take 20-30 workdays to reach your destination. But please check the tracking

information for updated information. Thank you for your patience!

If you have any further questions, please feel free to contact me.

Best Regards

(Your name)

通知发货

除了告诉客户单号、查询网址以及物流大致需要的时间，

还可以提醒客户给我们五星评价及反馈信息。

通知发货

Dear customer,

Thanks for your order. The product has been arranged with care.

The tracking number is *************. You may trace it on the following website after 2 days:

http//www.17track.net/indexen.html

Kindly be noticed that international shipping would take longer time (721 business days for

China post, 3-7 for EMS). We sincerely hope it can arrive fast. And you can be satisfied with

our products and services.

We would appreciate very much if you may leave us five-star appraisal and contact us first for

any question, which is very important for us.

We treasure your business very much and look forward to serving you again in the near

future.

Best Regards

(Your name)

谢谢大家