跨境电商

    创业实务

模块6

客户服务

模块6 客户服务

任务6.1 售前服务

任务6.2 售中服务

任务6.3 售后服务

任务6.4 跨境电商客服策略

任务6.5 亚马逊卖家成功处理纠纷案例

任务6.2

售中服务

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03

03

收到订单

发货环节

物流跟踪

PART 01

收到订单

售中服务

概念

售中服务

售中是指从买家下单后到买家签收货

物这个阶段。售中沟通与服务是体现

卖家服务质量的重要环节，包括在线

即时交流，邮件交流以及部分口语交

流等形式。

有些买家下单之后却迟迟不付

款，如果不及时跟进，将会导

致订单过期或取消。

因此，在买家下单未付款时，

作为卖家应及时通过站内信或

邮件跟客户联系，以保证订单

不流失。

收到订单

催促付款

催促付款

一般情况下，客户下单后没有及时

付款，可以提醒客户若有产品的价

格、尺寸等相关问题，可以及时告

知，还可以提醒客户付款后会尽快

发货。

1.提醒买家付款（通用）

收到订单

催促付款

Dear customer,

We have got your order of ***. But it seems that the order is still unpaid.

If there's anything I can help with the price, size, etc. please feel free to

contact me.

Once the payment is confirmed, I will process the order and ship it out

as soon as possible.

Thanks!

Best Regards

(Your name)

收到订单

催促付款

1.提醒买家付款（通用）

2.针对无等级买家，客人可能不会付款

有些客户可能是新手，还

不太熟悉付款流程。

解决办法：向客户介绍具

体的付款流程，同时告知

客户如果还有疑问可随时

联系。

收到订单

催促付款

Dear customer,

We appreciated your purchase from us. But we noticed that you have no payment

yet. You may not know how to pay.

This is a detailed payment process links: ********

If you have any questions about payment, or any other reason that you don't want

to go to complete the order, please let us know.

We can help you solve the question of payment or make any changes the order.

Thanks again! We are all looking forward to getting your answer as soon as

possible.

Best Regards

(Your name)

收到订单

催促付款

2.针对无等级买家，客人可能不会付款

3.针对客户下单后半天未付款的情况

客户拍下产品半天内还没有付款，有可

能还处于对产品的犹豫期。

解决方法：此时应该用1~2句话概括产品

的特点，以强化客户对产品的信心。如：

可以说明产品质量好、价格优惠，也可

以说产品非常受欢迎，同时还可以提示

及时付款。

收到订单

催促付款

注意：不要过分强调，以免客户反感。

Dear Customer,

Thanks for your order.

The item you selected is a high quality/a most fashionable /most popular one with

competitive price. You would like it.

Since they are very popular, the product may sell out soon. Instant payment can

ensure earlier arrangement to avoid short of stock.

Thank you and awaiting your payment.

Best Regards

(Your name)

收到订单

催促付款

3.针对客户下单后半天未付款的情况

4.针对客户下单后2天未付款的情况

若客户下单后2天内还未付款，且之前发送的邮件也没有回复，则有可能是客

户觉得价格高或者找到更便宜的卖家。

收到订单

催促付款

注意：若客户下单后2天还没有付款，且发送的2封邮件也没有回复，则可以放弃

该客户。

解决方法：此时可以告知客户产品利润很薄，但是愿意给予一定的折扣以促

成交易。

Dear friend,

We found you haven't paid for the order you placed several days ago. The

payment process has already been sent to you and I think you have already

known how to pay.

Our profit margin for this product is very limited. But if you think the price is too

high, we can give you a discount of 3%. Hope you are happy with it and you are

welcome to contact me if there's anything else I can help with.

Best Regards

(Your name)

收到订单

催促付款

4.针对客户下单后2天未付款的情况

5.提醒客户库存不多，请尽快付款

如果在活动期间订单

量较大，为避免断货

导致客户不能购买到

其想要的产品，可以

提醒客户产品库存不

多，请尽快付款，否

则有可能会断货。

收到订单

催促付款

Dear friend,

Thank you for your inquiry.

You have chosen one of the best-selling products in our store. It is very popular for

its good quality and competitive price. We have only 10 pieces of blue T-shirt left

now. We would like to inform you that this product may be sold out soon.

We noticed that you hadn't finished the payment process for the order. To ensure

that the product won’t be sold out, we will ship your order within 24 hours once

your payment is confirmed. If you need any help or have any questions, please let

us know.

Best regards

(Your name)

收到订单

催促付款

5.提醒客户库存不多，请尽快付款

如果促销活动快要结束，买家下订单后迟迟没有付款，卖家可以提醒买家早日付

款以免错过折扣/活动。

6.提醒折扣/活动快要结束

收到订单

催促付款

Dear friend,

Thank you for the message. Please note that there are only 3 days left to get 10%

off by making payments with Escow(credit card, Visa, Master Card, money book

or Western Union). Please make the payment as soon as possible. I will also send

you an additional gift to show our appreciation.

Should you have any questions, please let me know. Thanks.

Best Regards

(Your name)

假日是推销产品的绝佳时机。因此商家应充分把握好节假日商机，在节假日进行营销

计划，采取假日优惠。

收到订单

催促付款

7.产品推荐信

Dear sir,

As Christmas/New year is coming, we found ***(产品名) has a large potential

market. Many customers are buying them for resale on Ebay or in their retail

stores because of its high profit margin. We have a large stock.

Please click the following link to check them out. If you order more than 10pieces

in one order, you can enjoy a wholesale price of USD3000. Thanks!

Best Regards

John

PART 02

发货环节

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。

1.买方已付款，但库存无货

收到订单

商品无库存

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 cancelling 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)

1.买方已付款，但库存无货

收到订单

商品无库存

1.订单超重导致无法使用小包包邮

小包包邮是卖家经常使用的促销手段之一。

但是在有些情况下，买家一次性购买

了多种货物，导致订单超过2kg，无法

使用小包包邮。

此时，可以建议买家使用其他快递方

式，或者将一个订单拆分成若干个小

于2kg的多个订单。

收到订单

商品无库存

Dear customer,

I am sorry to tell you that the free shipping for this item is unavailable. I’m really sorry for the

confusion.

Free shipping is only for package weighing less than 2 KG, which can be shipped via China

Post Air Mail. However, the item you would like to purchase weighs more than 2 KG. You

can either choose another express carrier, such as UPS or DHL (which will include shipping

fees, but are much faster)

Or you can place the orders separately, making sure each order weighs less than 2 KG, to

take advantage of free shipping.

If you any questions, please let us know.

Best Regards

(Your name)

1.订单超重导致无法使用小包包邮

收到订单

商品有库存

2.没有直航货机

针对一些没有直航货机的客户，

卖家应向买家说明由于没有直飞

航班，所有去该国的包裹都要通

过其他国家中转，所以在运输时

间上很难控制，让买家对收货时

间有个心理预期。

收到订单

商品有库存

Dear customer,

We can send this item to Lithuania. However, there's only one problem.

Due to there are few direct cargo flights between Lithuania and China, the items shipped to

there has to be transited from other Europe Countries.

That make the shipping time hard to control.

As our former experience, normally it will take 25 to 45 days to reach your country.

Is it OK for you? Waiting for your reply.

Best Regards

(Your name)

2.没有直航货机

收到订单

商品有库存

3.更改快递方式

客户下单后最希望就是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。

收到订单

商品有库存

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 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，可以这样回复客户：

收到订单

商品有库存

3.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，则可以这样回复：

收到订单

商品有库存

3.更改快递方式

针对一些特殊国家（如国家发生战争等），物流暂时无法向买方所在国家发货，

此时也需要跟买方及时沟通。征求买家的意见，是否可以寄往其他国家或地区。

4.由于物流风险，无法向买家所在国家发货

收到订单

商品有库存

Dear customer,

I am sorry to inform you that our store is not able to provide shipping service to your

country. However, if you plan to ship your orders to other countries, please let us

know. Hope we can accommodate future orders.

I appreciate for your understanding.

Best Regards

(Your name)

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。

5.通知发货

收到订单

商品有库存

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。

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)

收到订单

商品有库存

5.通知发货

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。

6.卖家发错货或者漏发货

收到订单

商品有库存

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 Regards

(Your name)

PART 03

物流跟踪

货物发出后，有时候物流并非

一帆风顺，会遇到各种各样的

问题。这时卖家应主动与买家

沟通，避免买家提起纠纷或者

留下不好的印象。

若货物能够在预计时间内顺利

到达，卖家也需要及时告知买

家相关货运进展情况。

物流跟踪

货运途中可能遇到的情况

1.物流信息未及时更新

买家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。

物流跟踪

货运途中可能遇到的情况

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)

物流跟踪

货运途中可能遇到的情况

1.物流信息未及时更新

2.货物长时间在途

物流跟踪

货运途中可能遇到的情况

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)

物流跟踪

货运途中可能遇到的情况

2.货物长时间在途

物流跟踪

货运途中可能遇到的情况

3.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。

物流跟踪

货运途中可能遇到的情况

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)

3.确认收货超时，依然未妥投

4.货物丢失

有时，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。

物流跟踪

货运途中可能遇到的情况

Dear customer,

I am sorry to tell you that we still can’t 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 consideration. I am looking forward to doing business with you

again.

Best Regards

(Your name)

1.货物抵达海关

如果物流过程顺利地到达买方国家，则卖家应经常跟踪包裹并把进展及时告诉买家。

货物抵达海关后，要通知买

家关注动态，确保能及时收

到货。

物流跟踪

货运相关进展

Dear customer,

This is **. I am sending this message to update the status of your order. The information

shows it was handed to customs on Jan 19. Tracking number: **********, You can check it from

web: **************.

You may get it in the near future. I apologize that the shipping is a little slower than usual.

Hope it is not a big trouble for you.

Best Regards

(Your name)

物流跟踪

货运相关进展

1.货物抵达海关

2.货物到达邮局

货物就快要送达，卖家可

以提醒买家关注配送信息。

如果当地邮局有所延误，

可以主动联系邮局。

另外，还可以提醒买家在

收到货物后给予好评和反

馈。

物流跟踪

货运相关进展

Dear customer,

This is **. I am sending this message to update the status of your order. The information

shows it is still transferred by Sydney post office.Tracking number: ************. Please check

the web *******.

I think you will get it soon. If it is delayed, please try to contact your local post. Then you might

get it earlier. Please pay attention to the package delivery. Hope you love the product when

get my products.

If so, please give me a positive feedback. The feedback is important to me. Thank you very

much.

Best Regards

(Your name)

物流跟踪

货运相关进展

2.货物到达邮局

3.货物妥投

货物妥投后，物流服务就基

本结束了。

此时卖家可以询问买家收到

的货品是否完好无损。

如果满意此次服务，请给予

五星好评；如果有问题也请

及时联系以便尽快帮他解决

问题。

物流跟踪

货运相关进展

Dear customer,

The tracking information shows that you have received your order. Please make sure your

items have arrived in good condition and then confirm satisfactory delivery.

If you are satisfied with your purchase and our service, we will greatly appreciate it if you give

us a five-star feedback and leave positive comments on your experience with us!

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)

物流跟踪

货运相关进展

3.货物妥投

谢谢观看！