1）付款阶段 

1,A,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! 

Seller ID 

B,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 will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issues, please feel free contact us. 
Thank you ! 

Seller ID 

2）订单付完款后，发货前 

2,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 to your order, or request a refund. Please let us know which you prefer. 
We look forwarding to hearing from you soon. 
Thank you. 

Seller ID 

3）买家所在的国家地址较偏远，不能包邮，建议买家补运费 

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. 

Seller ID 

4）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？ 

Dear Valued Customer, 

Thank you for your order. We are sorry that we cannot ship your item(s)via DHL（四大快递) at this point. We can only ship your item(s) via E-packet （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 E-packet shipping method. 
We look forward to hearing from you soon. 
Thank you. 

Seller ID 

5）卖家不能正常发货（例如春节长假），请买家同意延长备货期 

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 at the expected time frame. We plan to extend the lead time, would you please accept it? 
Thank you for your understanding and patience. 

Seller ID 

3 发货后 

6）卖家发货了，告知买家发货方式和查询网址 

Dear customer, 

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 here: http://www.xxxxx.com for updates. 
Please note, it will take 2-5 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us. 
Thank you. 

Seller ID 

7）货物被物流公司丢失，询问买家是否同意重新发货？ 

Dear Valued Customer, 

Your item(s) have been shipped on 10 January,2015, however, the shipping carrier has lost the package. 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. 

SellerID 

8）货物正常在途，请买家等待 

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 here: http://www.xxxxx.com. Your package is on route and will take between 5-25 days to be delivered. 
Best Regards! 

Seller ID 

9）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） 

Dear Valued Customer, 

Your order number: xxx, 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. 
If you have any questions, please feel free to contact us directly and we will be glad to assist you. 
Thank you. 

Seller ID 

10）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 

Dear Valued Customer, 

Your package was delivered to the address that you have provided, here is the shipping receipt (附上发货底单给买家). Please check with your local post office, or any family member or neighbor who might have signed for your package. 
If you have not yet received your package, please feel free to contact us directly. Thank you. 

Seller ID 

11）官网查询买家已签收包裹，提醒买家确认收货并留好评 

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 provide us with a positive feedback. 
If you have any questions, please feel free to contact us. 
Thank you! 

Seller ID 

4 买家开启纠纷（包括普通纠纷和平台纠纷） 

12）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 messages, what’s wrong with the items which you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or video and send it to us so that we may be able to resolve it as soon as possible. Thank you for your time. 

Seller ID 

13）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 it to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your solution. 
Thank you for your time. 

Seller ID 

14）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, 

Seller ID 

15）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 DHgate. 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, 

Seller ID 

16）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 items or a full refund. 

Please let us know which option you would prefer. 
Thank you! 

Seller ID 

17）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, you have accept the partial refund US $xx, please go to “my DHgate” and click “refund and refund” then select the solution: “seller partial refund $xx, buyer no need to return”. 
Once we 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 

Seller ID 

18）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 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: 
Returned goods must remain intact and in perfect condition
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, 

Seller ID 

19）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! 

Seller ID 

20）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 DHgate 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! 

Seller ID

希望可以为我点赞哦，谢谢大家！
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Promotion优惠码有三种类型：Preferetial,Unrestricted,Exclusive.
 
1.什么是Preferential优惠券类型

可以和所有Unrestricted类型促销的优惠券代码叠加使用

可以和所有没有设置优惠券代码的促销叠加使用

如果你创建了多个Preferential类型促销优惠券代码，那么买家只能收到优惠最大的折扣。

举例：Preferential

例如你创建了一个Preferential 类型优惠券代码：10% off shoes 和一个Unrestricted类型优惠券代码：20% off hats。那么当买家同时购买了一双鞋和一顶帽子的时候，代码叠加使用的时候就可以拿到30%的折扣。


例如你创建了两个Preferential 类型优惠券代码，例如：10% off shoes 和20% off hats。那么当买家同时购买一双鞋和一顶帽子，因为Preferential同类型代码不能叠加使用，只能取最高值，所以买家只能拿到20%折扣！


2.什么是Unrestricted优惠券类型？

可以和所有Unrestricted类型优惠券叠加使用

只能和一个Preferential类型优惠券叠加使用

可以和任何没有优惠券的促销叠加使用

举例：Unrestricted

例如你创建了三个Unrestricted类型的促销代码：1.满20免运费，2.衣服打9折，3.买一个帽子送一双手套。那么买家如果同时购买了衣服，帽子，并且满20.那么买家可以拿到九折的衣服，一顶帽子，一双免费的手套以及免运费！

就像之前说的， Unrestricted类型优惠券可以和一个Preferential类型优惠券叠加使用一次。
总而言之，它是一款同类型可叠加使用的逗比优惠券。


3.什么是Exclusive优惠券类型

无法任何优惠券代码叠加使用，包括Exclusive本身的优惠券
可以与任何没有优惠券代码的促销叠加使用。

总之， Preferential除了与Unrestricted类型以及无优惠券代码促销可以叠加使用，其他都没有叠加效果,包括自己。
Unrestricted类型的代码可以各种风骚叠加使用。
Exclusive不能与任何优惠券代码叠加使用，包括自己除了无代码类型的促销！

不能叠加使用的优惠券类型只能取最优惠的折扣！
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在亚马逊盲目的也混了大半年了，刚开始跟卖，出单很快，但是利润越来越低，到最后只能是清货的价格，跟卖的利润太低，做的太累了。
亚马逊是一个靠单品，靠爆款的平台，我们看到很多排名靠前的卖家，日销量几百上千单的，店铺里面产品并不多，但是产品的利润比跟卖高多了。

痛定思痛后，决定停止跟卖，全新的思路来操作亚马逊，注册一个新帐号来用一个新的模式来做亚马逊！

1.选品，不能选择太冷门的产品，这样时间会拉长还不一定有效果，FBA备货数量也不好控制，还是热销一点的产品可以考虑，多分析每个类别排名靠前的产品，产品价格，销量，利润，上架的时间（时间在拉到第一条评论的时间去看，这样可以看出一个产品的销售寿命）等等，选出适合目前可操作的产品，（产品质量不能太差）可以多选几款备选，选品很重要，很重要，很重要，重要的事说3遍，嘿嘿。

2.确定好要做的产品后，接下来就是产品上架了，产品最好请专业的人拍照，修图等等（自己技术够好的也可以），产品标题（可以借鉴销售比较好的卖家的标题），产品关键词（这个热销类的不会太难），产品最好是有自己的LOGO，注册自己的品牌，产品和包装上要体现出来，（这样可以一定程度防止跟卖，我有注册美国商标，而且在亚马逊也做了品牌备案了）刚开始产品不要弄太多，建议一两款就好。（我只操作了一款）

3.FBA备货，数量根据产品热销度来衡量，（刚开始可以少发一点，后面及时补货就好，我因为一开始没备太多，后来中途断货2次）货物批量发到亚马逊仓库，（刚开始不要操作大件的货物，标准尺寸以内的，不然仓储费和操作费负担不起），FBA可以让你马上拥有购物车。有了购物车才能做PPC广告。

4.拥有购物车以后，产品优化推广，关键词设置，PPC付费广告，产品测评，站外推广等等，有投入才有产出。（我前期在广告和测评的投入比较大，差不多投入3万RMB左右）

5.产品有一定销量后，继续优化连接，优化关键词，分析竞争对手的价格，销量，一定要多关注其他的同类产品的比的卖的好的卖家，（同时可以多找找有优势的货源，提高自己的竞争优势）广告也不能停，不过排名上去后，广告费会下降很多。一定要打造成爆款哦。。。（亚马逊一个爆款就可以让一个公司活得还不错了，呵呵）

这个卖家操作了一款产品才2个多月，现在排名已经是大类的100多名了哦，这个月单品月销量4000多，单品销售额6万美金了！！ 查看全部