@独立站卖家：疫情下，客户沟通的建议与技巧

近期，由于突发的新型冠状病毒疫情，全国供应链及物流⽹均受到影响，就当前来看，疫情对从事跨境电商的外贸人的影响将会持续一段时间，在延⻓的春节假期后，将会有⼤批订单、客户售后服务问题等待卖家处理。

为了确保良好的客户购物体验，建议卖家与客户保持紧密沟通，设定客户的预期。

此外，雨果网还为独立站卖家准备了⼀些建议及讯息模版，可供参考。

一、网页首页提示

卖家可在网站首页编辑一些文案，消费者在访问网页即可看见。文案模板如：

Our supply chain and logistics networks in China are experiencing extended shutdown. We are preparing to ship orders as quickly as possible starting from Month Day, but your order may be delayed. Please check My Account for any update. Customer Service will resume from Month Day.

二、Shipping Information页面提示

Shipping Information页面也可以适当地添加一些文案描述。需要注意的是，如果有任何国家关检政策改变，或物流时效长期延迟，建议卖家更新配送时效信息。

三、商品⻚⾯：发货时间

如果商品⻚⾯有显⽰发货时间，应立即更新时间。例如：从1-3 business days 更新⾄更⻓的时间，7-10 business days 或 1-2周, 取决于卖家的实际情况。

四、给未发货订单的客户的电邮

卖家可以参考以下模板，给未发货订单的客户发送邮件说明。

五、FAQs

除了以上几个文案模板建议，接下来还有几种买家常见问题的回复文案模板：

1.When will I receive my order?

Due to extended shutdown experienced by our supply chain and logistics network, it will take us some time to work through our order backlog. Orders will be processed starting from Month Day. We are working as quickly as possible to ship your order to you and apologize for any delays. You can log into My Account for order status update. Once your order ships, a Ship Notifification email will be sent to you.

2.Is it safe to receive packages from China?

The health and safety of our customers and our staffff is of utmost importance to us. According to the US Center for Disease Control & Prevention (US CDC), coronaviruses have low survivability on surfaces. The risk of the virus spread from products or packages shipped over a period of days/weeks is very low. There is currently no evidence indicating the coronavirus is transmitted via imported goods. For more information, please visit the US CDC website at https://www.cdc.gov/ coronavirus/2019-ncov/faq.html.

3.Can I get a full refund if I’d like to cancel my order?

①　未发货的订单 — Yes, your order can be canceled and a full refund to your original method of payment will be processed.

②　已发货的订单 — Your order has already been shipped. You can track it here (链接). If you’d like to return the items after you receive them, you could initiate a return from My Account. One of our Customer Service representatives will get back to you as soon as possible.

六、其他建议

最后，以下几个建议卖家也可以根据自己的网站实际情况进行查阅和参考：

1.主动，直接，有透明度的沟通

客户可能在这时候有很多疑问，也可能对他们的订单有点焦急。建议跟客户直接沟通，设定实际的预期，避免令客户再度失望。

2.缺货

如因未能及时采购物料或货品，⽽不能及时回货，建议主动联系客户，告知更新预计发货时间。如果客户选择取消订单，立即处理退款。另外，建议把缺货商品设定“Out of Stock”, 并在没有明确回货时效前，不再接受新订单。

3.推⼴活动

在供应链及物料还未恢复正常前，建议暂时停⽌电邮推销项⽬或特别推⼴活动，以免进⼀步增加压⼒。可以在这段时间，预备⼀些推⼴活动待供应链及物料还未恢复正常后⽤。

4.退款

如果客户在这时候要求退款，尤其是未发货的订单，应该全数退款。

5.提供折扣

考虑给所有受影响的客户⼀个Promo Code，折扣可在下⼀次下单时⽤。

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