免费参与·100+跨境活动 
免费下载·4000+跨境资料 
免费学习·2000+直播课程 
免费加入·15万+卖家交流群 
2019-09-02 14:01
A. 付款阶段
1: 买家未付款催单技巧 (Awaiting Payment)
Dear Valued Customer,
Thank you for your order. We have this item in stock, if you have any query for processing the payment of the order, please feel free to contact us. Thank you!
Store 888 or Seller ID
2: 款项正在审核阶段 (Pending payment verification)
Dear Valued Customer,
Thank you for your order. Your payment is currently being processed and the parcel will be shipped to you as soon as your payment is confirmed. If you do experience any payment issues, please feel free to contact us! Thank you!
Store 888 or Seller ID
B. 订单付完款后，发货前 (Before shipping)
3: 买家下完单，但是缺货断货，可推荐其他产品或者同意退款,询问买家意见
Dear Valued Customer,
Thank you for your order. The item(s) you ordered is currently out of stock; however, you can select an item(s) of equal value, or request a refund. Please let us know which you prefer.
We look forwarding to hearing from you soon. Thank you.
Store 888 or Seller ID
4: 买家所在的国家地址较偏远，不能包邮，需买家补运费 (Additional shipping fees)
Dear Valued Customer,
Thank you for your order. We are sorry that we cannot ship your item(s) via the free shipping method as the address you have provided is located in a remote area. In order for us to ship your item(s) to you as soon as possible, you will need to pay an extra $(付款金额), or you can request a full refund.
We are sorry for any inconvenience this may have caused. Please let us know which you prefer.
Thank you.
Store 888 or Seller ID
5: 买家选择的是DHL发货，但是卖家只能用E-邮宝或者小包发货，询问买家是否愿意接受？(Need to change the carrier)
Dear Valued Customer,
Thank you for your order. We are sorry that we cannot ship your item(s) via DHL（快递商名称) at this point. We can only ship your item(s) via Postal ePacket service（或者其他的货运方式）which usually takes 10-15 business days for delivery. Please let us know as soon as possible if we should proceed with the ePacket shipping method.
We look forward to hearing from you soon.
Thank you.
Store 888 or Seller ID
6: 卖家不能正常发货（例如春节长假），请买家同意延长备货期 (Shipping extension)
Dear Valued Customer,
Thank you for your order. Please note that there will be shipping delays due to the national holidays and your order might not arrive in the expected time frame. We plan to extend the lead time. Would you please accept it?
Thank you for your understanding and patience.
Store 888 or Seller ID
C. 发货后
7：卖家发货了，告知买家发货方式和查询网址 (Provide tracking details after shipping)
Dear customer,
Thanks again for shopping with us.
Regarding your order number: xxx, we have shipped your item(s) via (DHL, EMS, E-packet) and the tracking number is xxx. Please check the tracking information by visiting 17track.net for shipping status updates. (附上跟踪号及查询网址，方便买家自主查件，有了物流信息，买家放松很多; 有效减少物流信息缺失而引起的纠纷；)
Please note, it will take 1-3 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us.
Thank you.
Store 888 or Seller ID
8: 物流信息异常或丢包，询问买家是否同意重新发货？(Order was lost in transportation, reship or refund)
Dear Valued Customer,
Your item(s) have been shipped on 10 January, 2015; however, the shipping carrier has lost the package as per the tracking information indicated by 17track.net. So at this point we would like to offer you two options: we can either resend you items or provide you with a full refund. Please let know which you prefer. We are sorry for any inconvenience this may have caused. Thank you.
Store 888 or Seller ID
9：货物正常在途，请买家等待 (Order under normal shipping condition)
Dear Valued Customer,
Regarding your order number: xxx, we have sent out your item(s) via (DHL, EMS, E-packet), and the tracking number is xxx. Please check the tracking information by visiting 17track.net. Your package is on route and will take between 5-25 days to be delivered.
Best Regards!
Store 888 or Seller ID
10: 货物到达买家海关，请买家去清关（确认买家需要交关税的情况,一般查询信息显示在到达目的地国家或者在海关时需要）(Pending destination country’s customs procedure)
Dear Valued Customer,
As for your order number: xxx, your item has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note that there might be VAT (value added tax) that you might have to pay. Please click here to view the package status here. 17track.net
If you have any questions, please feel free to contact us directly and we will be glad to assist you.
Thank you.
Store 888 or Seller ID
11: 货物妥投，但是妥投的具体地址和签收人不一致，请买家再次核实 (Delivered but buyer claim non-received of the parcel)
Dear Valued Customer,
Your package was delivered to the address that you have provided; here is the shipping receipt (附上发货底单物流跟踪截图或贴有shipping label的包裹图). Please check with your local post office, or any family member or neighbor who might have signed your package.
If you have not yet received your package, please feel free to contact us directly. Thank you.
Store 888 or Seller ID
12: 官网查询买家已签收包裹，提醒买家确认收货并留好评 (Item delivered successfully, ask for a positive review)
Dear Valued customer,
We have tracked your order (order No: xxx), and it was delivered to the shipping address that have you provided. Please make sure you have received your item(s) in perfect condition, and then please proceed to complete this order. If you are satisfied with your purchase and our service, we will be grateful if you can leave us a positive feedback.
If you have any questions, please feel free to contact us.
Thank you!
Store 888 or Seller ID
D. 买家开启纠纷（包括普通纠纷和平台纠纷） (Dispute related replies)
13: 买家投诉货物与描述不符，询问具体原因和请买家提供证据
Dear Valued Customer,
We have received your dispute message. May we know what’s wrong with the items you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or videos and send them to us so that we may be able to resolve it as soon as possible. Thank you for your time.
Store 888 or Seller ID
14: 买家投诉部分收到货物，询问具体收到的数量，考虑补发
Dear Valued Customer,
If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send them to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your idea.
Thank you for your time.
Store 888 or Seller ID
15: 买家将纠纷升级到平台，继续跟买家沟通
Dear Valued Customer,
We have received your escalated dispute message. Please provide us with the specific problem that you are having in order for us to help you resolve this case as soon as possible. Or you may tell us your solution.
We look forward to hearing from you soon.
Thank you,
Store 888 or Seller ID
16: 纠纷升级到平台，等待平台纠纷专员裁决期间，仍争取跟买家沟通
Dear Valued Customer,
Regarding your order (no: XXXXX), we are aware that you have escalated the case to AliExpress. We would be grateful if you could give us a chance to help you resolve this matter personally.
Could you please propose a solution to the current problem you are having?
We look forward to hearing from you soon.
Thank you,
Store 888 or Seller ID
17: 如果买家收到的货确实货不对版或者质量问题，也提供了证据给您，询问买家的方案
Dear Valued Customer,
Thank you for the evidence you have provided. We would like to offer you some options as below that will help resolve this case as soon as possible.
(a) You can keep the items and we will be happy to offer you a partial refund XX $ USD(具体金额可视具体的情况).
(b) You can return all the items to us, and we can then provide you with a replacement of your item or a full refund.
Please let us know which option you would prefer.
Thank you!
Store 888 or Seller ID
18: 如果买家接受了部分退款，保留货物的意见，告知会同意部分退款或者找客服帮忙
Dear Valued Customer,
Thank you for your response. As you have accept the partial refund US $xx, please go to “my DHgat平台名称” and click “refund and refund” and then select the solution: “seller partial refund $xx, buyer no need to return”.
Once you clicked that option the system will automatically provide you with a refund. If you do experience any issues with this process, please contact us.
Thank you!
Store 888 or Seller ID
19: 如果买家就是不喜欢收到的货（自身原因），坚持就要退货，可告知买家风险
Dear Valued Customer,
We are sorry to hear that you have opened a dispute regarding the item(s) you have received. If you wish to, you can return the item(s) to us, and once we have received the item(s) we can then proceed to provide you with a full refund.
Please note that you will have to pay for the shipping fee for returning the item(s).
Below is our return shipping address:
(详细英文退货地址：包括收件人姓名，电话，邮编，买家需要选择的货运方式和申报价格等;)
Contact name:
shipping address:
Zip Code:
Tel: (required)
Kind reminder:
1. Returned goods must remain intact and in perfect condition
2. Remember to mark "Order No." and “Returned Goods" on the parcel.
Please let me know the shipment tracking number once you have shipped the package.
Thank you~
Store 888 or Seller ID
20: 同意买家退货，询问买家退货进度
Dear Valued Customer,
We have not yet received the item(s) you have sent back to us. Please provide us with the shipment tracking number and the shipping carrier’s website so that we can track the returned goods.
We look forward to hearing from you soon.
Thank you!
Store 888 or Seller ID
21: 收到买家的退货，同意退款给买家，希望下次可以再合作
Dear Valued Customer,
We have received your item(s) and will now proceed to inform AliExpress to apply the refund to you. We apologize for any inconvenience this may have caused. Welcome to our store again and we will give you some discount in your new order.
Best Regards,
Store 888 or Seller ID
