当邮递员将您的包裹送往买家地址，而该地址没有人签收的时候，邮递员便会留一张便条在该地址，通知买家在一定的时间内到指定邮局领取，超时则将货物退回发货地。

而忙碌的买家往往没有注意到该便条，也没有进行网站包裹的实时追踪，因此不知道包裹已经在邮局了。此时，如果您追踪到包裹的状态为“Notice Left 通知”，您则需要通过邮件提醒买家及时领取，一方面避免货物被退回而引发的“物品未收到”纠纷，同时也让买家感受到您的温馨服务，从而留下好评。

提醒买家及时领取包裹模板：

Dear ________,

Thanks for buying our item_________________, and I’m the seller___________. We send this email to you to confirm whether you’ve received the parcel or not?

It came to our attention that a “pick up” notice was left to you earlier through our shipment status tracking. Please be reminded to pick up your parcel at the appointed post office within the given deadline. Hope you like the item sincerely.

And please remember to leave us a positive feedback with an overall Detailed Selling Rating (DSR) of 5 if you’re satisfied with our product and our total service. Your recognition is our motivation in developing our business as well as serving you even better.

If you have any questions/comments, feel free to contact us anytime.

Yours,

_________________

点评：该模板不仅温馨地提醒买家需要在有效期内到指定的邮局领取货物，也实时提醒买家给您的贴心服务留下一个正面评价和满分评分，这对您的事业发展有着极其重要的作用。 查看全部

邮件索好评是跨境电商常用手段，不仅能引导用户好评，更能体现店铺服务的专业度，给用户留下良好印象，那这类英语邮件该怎么写才好呢?

今天为大家推荐3个使用率最高效果还不错的索好评邮件模板，还没有设置邮件的，赶紧学起来，拿走不谢!

排名第一的邮件模板：

Hello AliExpress Valued Customer,

Great news! (你的品牌/店铺名) order has been shipped. It left our warehouse earlier today on its way to you! You can expect it on your doorstep within the next (预估货物寄达天数) days (most likely sooner).

You made a great customer choice shopping with us. At (你的品牌/店铺名), we truly care about your customer experience and, just importantly, your product experience. We are 100% dedicated to your complete satisfaction.Feedback and Product Reviews help us provide you and all (你的品牌/店铺名) product and AliExpress customers with a better product and service.

· Leave Product Review: Product name 1

· Leave Product Review: Product name 2

· Leave Product Review: Product name 3

If you have any questions or concerns please let us know.

Best Regards,

(你的品牌/店铺名) Customer Care Team

排名第二的邮件模板：

顺序：Review > Feedback

Dear (Buyer's full name),

(品牌/店铺名) from AliExpress would like to thank you for your recent purchase.

Our record indicates that your order has been delivered or will be delivered to you shortly. We want to make sure you are completely satisfied with the product you have purchased. Please let us know if there is any issues, questions or concerns. Our customer support team is standing by to assist you.

If you are satisfied with the product, please take a moment to submit a product review here:

· Leave Product Review: Product name 1

· Leave Product Review: Product name 2

· Leave Product Review: Product name 3

If you've had a pleasant buying experience from our store on AliExpress, please leave us feedback by clicking on the following link:

(link)

Thank You,

Customer Service Team

排名第三的邮件模板：

顺序：Product > Review > Feedback

Dear(Buyer's full name),

Our records indicate that you have recently purchased a

· Product name 1

· Product name 2

· Product name 3

from us on AliExpress.com. In our endeavor to provide the best quality cases to customers, we would love to hear your thoughts and opinions on our product. To do so, we would encourage you to leave a review of the product at AliExpress.

To leave a product review, please sign into AliExpress.com and click the following link:

(links)

We want to continue to meet and exceed your expectations. Additionally, you may Leave Seller Feedback for (品牌/店铺名).

We genuinely hope that your experience with our store was was positive and memorable. Thank you in advance for your valuable feedback.

Warmest regards,

(品牌/店铺名) Customer Service 查看全部

对节假日等可预测的邮递延误进行解释

Dear ***,

Thank you for your purchase and prompt payment. China will be observing a public holiday (Spring Festival )from ****. As such, all shipping services will be unavailable during this time and may cause a delay in the delivery of your item for several days.

We will promptly ship your item when the post office re-opens on ***. If you have any concerns, please contact us through eBay message. Thank you for your understanding and patience.

Yours Sincerely.

***（the seller ID）
***（the seller store URL） 查看全部

告知通讯目的

-I am contacting you for the following reason

我因以下理由，希望与你联系了解一下情况

-I was referred by…and would like to…

我是经…介绍，并且我希望能够…

-I've found your company profile on (website)…， I would like to…

我在(某网站)上找到了有关贵公司的概况资料…我希望能够…

提及之前的联系内容

-Thank you for your letter of March 15…

谢谢你在3月15日的来信…

-Thank you for contacting us about…

谢谢你与我们联系有关…

-In reply to your request…

以回答你的来信要求…

-Thank you for your inquiry regarding…

感谢你来信询问有关…

-With reference to our telephone conversation yesterday…

有关我们昨天在电话里所谈到的内容…

-I would just like to confirm the main points we've discussed in our last correspondence…

我希望能够确认一下我们在之前通讯中所谈妥的几个要点…

提出通讯要求

-Could you please send me…

请你帮我寄过来(相关资料)…

-Could you possibly tell us/send us…

你是否能够与我们告知/寄过来(相关资料)…

-In addition, I would like to receive…

还有，我希望能够收到(相关资料)…

-It would be helpful if you could send us…

如果你能够与我们寄过来(相关资料)，将非常有帮助…

-I am interested in (obtaining/receiving…)

我希望能够拿到/收到(相关资料)…

-Please let me know/update me about…

请与我告知/请与我说明一下(有关某事的)最新进展…

询问有关订单

-We are pleased to place an order with your company for…

我们很高兴与贵公司下订单，具体需要货物为…

-We would like to cancel our order number…

我们想取消之前的订单，订单号码为…

-Please confirm receipt of our order.

请与我们确认一下收到我方发出的订单。

-I am pleased to acknowledge receipt of your order number…

我很高兴与你确认一下你所下的订单内容，号码为…

-Your order will be processed as quickly as possible.

我们将尽快处理你的订单。

-Unfortunately these articles are no longer available/are out of stock.

很遗憾，这些货品已经不生产(不进货)了/现在正缺货。

讨论价格问题

-Please send us your price list.

请给我们送一张你们的价格列表。

-We have pleasure in enclosing a detailed quotation.

我们很高兴与你附上一张(你询问货物的)价格明细。

-We can make you a firm offer of…

我们可以与你一个最实惠的价格…

-Our terms of payment are as follows:

我们的付款条件如下：

-Our terms are as given below:

我们的交易条件如下：

-Please send us a copy of the L/C ASAP so that we may proceed with arranging shipment for your order.

请尽快寄给我们你们信用证的复印件，这样我们也好快一些就你们的订单安排送货。

结束用语

-We hope that you will find the terms quite reasonable and acceptable.

我们希望你能够对以上的交易条件觉得实惠，也满意。

-Please reply with your quotation/order/comment at your earliest convenience.

请在你最快方便的时间内与我你的价格/订单/答案回复。 查看全部

 1、可以选择加入自动邮件系统中的详细的物流信息
Thank  you  for purchasing   (item ID or  item  title)   . Please  note  that  this  item will  be dispatched from  China ,   so  the  shipping  may  take  longer  than  domestic  shipping. We  will  ship  the  item out promptly  after  receipt  of  payment.  Please  refer  to  the  estimated  delivery  time  chart  in  the  item  description to  estimate  your item’s  arrival  time. Your  satisfaction  is  our  priority.  If you  have  any  concerns ,   please  contact  us  through  eBay  message. Thank  you  for  your  understanding  and  patience.


2、物品寄出后向买家提供物品跟踪号 ，并告知预计送达时间
Your item has just been sent out via China international Shipping service which may take  about 15-20 business days to arrive at the final  destination.

The tracking number of your parcel is: RR123456CN , and you can track the shipping status o the website bellow in a few days:

http: //intmail.  183. com. cn/ item/itemStatusQuery.  do?  lan= O

Besides, as we all  know  that  international  shipping  requires  more  complicated  shipping  procedures ,  such as both  countries’ customs clearance,   transit  stations etc. , it will  probably  take longer，time  for  your  item  to  arrive  at  the  final  destination.

Much Appreciate for your understanding on this uncontrollable matter. If you have any other concerns,  feel  free  to  let  me  know.


3、成交后与买家沟通六步走邮件
（1） 当收到买家的付款以后

Your payment has been received for the  following  item. We  will  ship  it  within xx days as promised. After doing  so ,  we  will  send  you  a  notification  letter ,   with  tracking  number in formation  if applicable.

Two points  for clarification:

①Shipping charge: some buyers might think our  shipping  charge  is high. But  the  fact · we charge you basing on the actual shipping   cost.

②Shipping  time:   because  you  bought  the item from opposite side of  the earth,   it needs time to ship and the duration on its way  to  you  is out of  control. We  can  only  ensure  you  to  ship  the item within certain  biz days  as described in item listing.

Therefore, please  don’t  leave  us  1,  2 , 3 or 4-Detailed Seller  Ratings  on  Shipping  Time and Shipping Charge  which  equaling  to negative feedback. We welcome your positive  5-Detailed Seller Ratings  for  us.

( 2）当物品发出以后

A. （如果使用的挂号运输方式 ，如 EMS 或者挂号小包）

The  postman  just  picked  up  your  item  from  our  office. It is estimated  to  arrive  in  7-10 days  normal  conditions. If not ,  please  don’t  hesitate  to  contact  us.

Here is the tracking number of your parcel ————and you can logon www. 一一一一一. com（官方查询网站） to  view  the  updated  shipment ,   which  will  be  shown  in  1——2  business  days.

You can visit http://pages.ebay.com/help/feedback/ detailed-seller-ratings.html to  get  more detailed information  about  rating  seller’s  postage  time  and  shipping  charge. We  warmly  welcome your  feedback.

①When  rating  sellers  on  postage time -Rate  the  seller  only  on  the  time  it  took  to  mail  the  item,   not  the  time  it  took  you  to  receive  the  item. Don’ t  hold  sellers  responsible  for  delays  in  mail services ,   international  custom  delays ,   or  for  the  time  it  takes  for  your  payment   to  clear. If  you picked  up  the  item  locally ,   you  won't  be  able to  provide  a  rating  for  this  category.

②Remember  that  sellers can  charge for  the  cost  of  the  actual  packaging materials, along with a reasonable handling fee to cover their time and direct costs associated with shipping. If the seller provided free shipping , we give the seller a 5-star shipping and handling charges detailed seller rating automatically, and you won 't be able to change the rating. For international  transactions,  you  may also  be  responsible  for  duties ,  taxes,  and  customs  clearance  fees  as  requested  by  country laws.

Thanks again for your great purchase and great understanding. We sincerely hope our item and customer service can give you the best buying experience on  eBay.

B.（如果使用的是不挂号小包）

The postman just picked up your item from our off ice. (We will write you another email later to prove that we shipped the item) It is estimated to arrive in 14-21 days in normal conditions. If not , please do not hesitate to contact us. We shall do whatever we can to help you.

You can visit http://pages.ebay.com/help/feedback/ detailed-seller-ratings. html to get more detailed information about postage time and shipping  charge.

①When rating sellers on postage  time  Rate the seller only on the  time  it  took  to mail  the  item , not the time it took you to receive the item. You should not hold sellers responsible for delays in mail services ,  international  custom delays or for the time it took for your payment  to  clear.

②When rating  the  seller  on postage  and  handling  charges,   remember  that  sellers may charge actual  packaging  materials  costs  and  a  reasonable  handling  fee  to  cover  the  seller’s  time  and  direct costs associated with  postage. For  international  transactions , you may also be responsible  for duties , taxes , and  customs  clearance  fees as  requested  by  country  laws.

Thanks once again for your great purchase. We sincerely hope our item and  customer  service  can give you  the  best  buying experience  on eBay.

C. 寄出证明 （作为无法在网上查询的包裹的跟进）

（3） 货物发出后的第 10 天 （针对于无法在网上查询的包裹）

10 days  have  passed  since your  item  was  shipped. It should  be  soon  to come to you. （In normal conditions , it  takes  around  10→21 days from  CN  to  USA)

When you receive it , we sincerely hope that you will like it and appreciate our customer  services. If you have anything you feel  unsatisfied with , please do tell us. So we  can know what  we  should do to help you. In the meantime,  we will  get to know where we should    improve.

If you  are  satisfied , we sincerely  hope  that  you  can  leave  us a  positive  comment  and four 5-star Detailed Seller Ratings, which  are very important  to the growth  of  our small company.

Besides, please don not leaves us 1,  2 ,  3 or  4-star  Detailed  Seller Ratings  because they  are equal to negative feedback. Like what  we  said  before,  if  you  are  not  satisfied  in  any  regard . please tell us.

Thanks  once  more  for  your  purchase.

（4） 货物发出后的第 20 天 （针对于无法在网上查询的包裹）

20 days  have passed  since your item was shipped. Have you received it?  (In normal  conditions. it takes around  10 21 days from CN to  OZ)

If you  haven ’t  received  your  item  and  this  situation  lasts  to  the  30th  day,   please  do  contact us. A  full refund  will  be issued to you with no excuse. We do not  want  to give you  a bad  buying experience even when the shipping is out of  our  control.

But if you receive it , we sincerely hope you can leave us a positive comment and four 5-star Detailed Seller Ratings if you like it and appreciate our customer  services.

Thanks  once  more  for  your  purchase.

（5） 包裹妥投后 （针对于在网上查询的到包裹）

Now  the item is successfully  delivered  to you , our friend! We sincerely  hope you will  like it and be satisfied  with  our  customer  services. If you  have  any  concerns,   please  don’t  hesitate  to  contact us. We  would  like to  do  whatever  we  can do  to  help  you  out.

If don’t mind , please  take  your  time  and  leave  us  a  positive  comment  and  four  5-star  Detailed Seller Ratings  to  us,   which  are very  important  to  the growth  of  our  small  company.

We  beg  that  please  do not  leave us 1,  2 ,   3 or 4-star Detailed  Seller Ratings  because they mean  that  “you  are  not  satisfied",   equaling  negative  feedback. Like  what  we  said  before,  if  you are satisfied  in  any  regard , please  contact  us  for  solution.

Thank  you  so much  indeed.

（6） 收到买家好评后

Thank you for your positive comment. Your  encouragement  will  keep  us moving  forward. We sincerely  hope  that  we'll have  more  chances  to  serve you.


4、物品售出 ：提醒买家尽快付款
当你欣喜地发现物品售出时 ，一定希望买家能尽快付款，但也有一些买家可能因为某些原因而迟迟未付款 ，你可以发送一封邮件给买家，提醒他尽快付款 ，如果有什么问题可以让他及时联系你。

（1） 提醒邮件一一买家拍下物品后，却迟迟没有付款 。

Much  appreciate   your   purchase   from  us , but   we   haven ’t   received   your   payment   for   that  item  yet.

As a friendly reminder , the instant payment is very important. The earlier you pay , the sooner you will get the item.

Please make your  payment  as soon as possible,   so we can send you  the item in time. If you  have any  problems  during  paying ,  or  if  you  don’t  want  it  any  more,  please  feel  free  to  let  us  know. We can help you to resolve the problems or cancel our transaction. Thanks  again  and  looking  forward  to  hear  from  you soon.

（2） 二次付款提醒模板

Email Title: Second Payment Reminder

Email Text :

Thank  you for purchasing the item  named ——on date of——。

We  much  appreciate  for  your  interests  on  our  item , but  we  haven’t  received  your  payment  yet. If  there's  any  problem with  you , please let me know. Because we  usually  keep  the  unpaid  item only  for  7 days ,  after  that  we’11 initiate a request to eBay Resolution Center to cancel this deal as an“Unpaid  Bidding"  case which  may  heavily affect  both of  our  credits.

If you bid this item due to a careless mistake, please also let us know. We could reach an agreement to cancel this transaction so that we'll resolve this problem properly. Or please do make your payment  through PayPal  as quickly as possible, and bellowing is your Item detailed  information:

Item title :   

Item Link :      

Item number :      

Buyer User ID:      

Seller User ID:     

Your total payment  will  be :

$一一一一 per item

$一一一 insurance  (Included in Postage & Handling)

$一一一一一 Sales discounts （-） or charges (+)

$一一一一一＿shipping/ handling

$一一一一= Total Payment

Any other questions,  please do not hesitate to contact  us. Thank  you  for your  attention. 查看全部

1、物品未收到的问题

问题 ：

Hello, seller , I haven’t received the product that you sent to me.

回答：

Thank you for purchasing (item ID or item title) . We have sent the package out on Dec16. The postal tracking number is below for your reference:

No. RR725377313CN

Status: departure from outward off ice of exchange

Ship-out Date: 2017-1-10

Standard ship times are approximately 7-15 business days. However , there may be delay in international parcel delivery times due to increased holiday demand. We promise a full refund including original shipping charge if the item is not delivered within 30 days upon receipt of payment. Your satisfaction is our utmost priority, please contact us if you have any concerns.

We apologize for any inconvenience. Your understanding is greatly appreciated.

2、产品与描述不符

问题 ：

Hello, seller , I’ve got the goods that is inconsistent with the description, so please sent again!

回答：

We sincerely regret that you are not satisfied with your purchase. We accept returns or ex­ changes as long as the item is unopened and/ or unused. We strive to provide exceptional products and service to our customers and your opinion is very important to us. Please provide a detailed explanation , photos are also welcome.

Please send your item back to ：××，××××，20000 1, Shanghai , China

We will send you a replacement upon receipt of your parcel. Please be aware that the return shipping and any new shipping charges for a replacement item will be charged to the buyer.

If you have any other concerns, please contact us through eBay message so that we can respond you promptly, thanks!

3、对节假日等可预测的邮递延误进行解释

问题：

Hello，seller，I hanven’t received the produce that you sent to me.

回答：

Thank you for your purchase and prompt payment. China will celebrate National Holiday from October 1st through October 7th. During that time, all the shipping services will be unavailable and may cause the shipping delay for several days.

We will promptly ship your item when the post off ice re-opens on October 8th. If you have any concerns, please contact us through eBay message. Thank you for your understanding and your patience is much appreciated.

4、对天气等不可抗力因素造成的延误进行解释

问题 ：

Hello ,seller ,I haven’t received the product that you sent to me.

回答 ：

Thank you for purchasing an item from our store. We are sorry to inform of you that the delivery of your item may be delayed due to Hurricane Sandy.

We shipped your item (white cotton T-shirt) on Dec. 3rd but unfortunately, we were notified by the post off ice that all parcels will be delayed due to this natural disaster.

Your patience is much appreciated. If you have any concerns, please contact us through eBay message so that we can respond promptly. Our thoughts are with you.

5、物品收到后退货换货

(1) 关于退货

示例：当买家收到东西不满意并提出退货时

问题 ：

Hello , seller , I don’t like the goods you send to me, can I return?

回答：

Yes , we accept return or exchange. Please send your item back to:

××，××××，20000 1, Shanghai , China

We will refund (excluding the postage) you via PayPal once I receive your parcel.

(2) 关于换货

示例 ：当买家要求换货时，如果你接受换货

问题 ：

Hello , seller , I don’t like the goods you send to me, can I barter?

回答：

Sure , you can send it back for exchange. Please send your item back to:

××，××××，200001, Shanghai , China

We will send you a new one after receiving you parcel. Please be awarethat you must bear the cost of return shipping and re-send shipping.

Thanks for your understanding and any other questions feel free to let me know.

6、客户投诉产品质量有问题

示例 ：当买家收到货，发觉质量有问题

问题 ：

Hello , seller , I have received the goods you send to me, but I found that it is with a bad quality,

回答 ：

I am very sorry to hear about that. Since I did carefully check the order and the package to make sure everything was in good condition before shipping it out , I suppose that the damage might have happened during the transportation. But I'm still very sorry for the inconvenience this has brought you. I guarantee that I will give you more discounts to make this up next time you buy from us. Thanks for your understanding. 查看全部

邮件回复是跨境电商客户服务工作最常用的技能，以下将以客户服务过程中最典型的环节举例说明。

一、售前沟通邮件

1、买家询问物品细节的问题

(1) 关于尺寸

示例：一位美国买家告诉你她平时穿US 8码的连衣裙，想、咨询从你这她应该买哪一个尺码，你回复她 M号比较适合。

问题：

Hello，seller , I wear US size 8 , could you give me some advice on which size I should buy from you?

回答 ：

Hello , dear customer , size M of this dress will fit you pretty well. Please f eel free to contact us if you have any other questions. Thanks!

(2) 关于合并运费

示例：

当买家一次性购买多件商品时，可能会向你提出合并运费的要求，你可以通过修改并发送电子发票(invoice) 的形式，对买家购买的多件商品只收取一次运费。在电子发票发送成功后，及时告知买家运费巳合并，让买家直接通过电子发票进行支付 。

问题 ：

Hello , seller , can the shipping fee be paid together as I’ve bought several items from you?

Please. send me just in one package, thanks!

回答 ：

Hello , dear customer , thanks for your business!

We have combined the shipping already and only charge you the shipping fee once. You can check the invoice I’ve just sent to you and please. make the payment through the invoice directly.Please feel free to contact us if you have any other questions. Thanks!

2、 关税问题

问题 ：

Are there any import taxes or customs charges that I need to be aware of if I purchase this and have it shipped to Louisiana in the United States?

回答 ：

Thank you for your inquiry. I understand that you are worrying about any possible extra expense for this item. According to past experience, it did not involve any extra expense at buy­ er side for similar small or low cost items. Please do not worry about it too much.

However , in some individual cases, buyer might need to take some import taxes or customs charges in import countries. As to specific rates, please consult your local custom office. Appreciate for your understanding.

Yours Sincerely,

Seller Name or ID

3、关于大量订单询价

问题：

Hello, I want to order ××××pieces for this item , how about the price?

回答 ：

Dear buyer ,

Thanks for your inquiry. We cherish this chance to do business with you very much. The order of a single sample product costs $ ××××USD with shipping fees included. If you order ××× pieces in one order , we can offer you the bulk price of ×××× USO/piece with free shipping. I look forward to your reply. Regards!

4、支付方式

问题：

Do you accept check or bank transfer? I do not have a PayPal account.

回答 ：

Thank you for your inquiry.

For the sake of simplifying the process, I suggest that you pay through PayPal. As you know, it always takes at least 2-3 months to clear international check so that the dealing and shipping time will cost too much time.

PayPal is a faster, easier and safer payment method. It is widely used in international on­ line business. Even if you do not want to register a PayPal account, you can still use your credit card to go through checkout process without any extra steps.

Hope my answer is helpful to you.

Yours Sincerely,

Seller Name or ID l

5、还价

问题：

Hello, I can give 100 dollars. Is it OK?

回答：

Thank you for your interest in my item.

We are sorry for that we can’t offer you that low price you bargained. In fact the price listed is very reasonable and has been carefully calculated and our profit margin is already very limited.

However , we’d like to offer you some discount if you purchase more than 5 pieces in one order ，×% discount will be given to you.

Please let me know if you have any further questions. Thanks! Yours Sincerely ,

Seller Name or ID 查看全部

速卖通售后回复模板主要是用来回复速卖通客户的问题，适用于大部分常见情况，不适用少数情况。一起看看速卖通售后回复模板有哪些吧!

速卖通售后回复模板之速卖通订单超重导致无法使用小包免邮的回复

Dear X,

Unfortunately, free shipping for this item is unavailable; I am sorry for the confusion. Free Shipping is only for packages weighing less than 2kg, which can be shipped via China Post Air Mail. However, the item you would like to purchase weighs more than 2kg. You can either choose another express carrier, such as UPS or DHL (which will include shipping fees, but which are also much faster). You can place the orders separately, making sure each order weighs less than 2kg, to take advantage of free shipping.

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

Best Regards,

(Your name)

速卖通售后回复模板之速卖通海关税的问题(customs tax)

Dear X,

Thank you for your inquiry and I am happy to contact you.

I understand that you are worried about any possible extra cost for this item. Based on past experience, import taxes falls into two situations.

First, in most countries, it did not involve any extra expense on the buyer side for similar small or low-cost items.

Second, in some individual cases, buyers might need to pay some import taxes or customs charges even when their purchase is small. As to specific rates, please consult your local customs office.

I appreciate for your understanding!

Sincerely,

(Your name)

速卖通售后回复模板之因为物流风险，速卖通卖家无法向买家国家发货时给出的回复

Dear X,

Thank you for your inquiry.

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 me know; hopefully we can accommodate future orders.

I appreciate for your understanding!

Sincerely,

(Your name)

速卖通售后回复模板之已发货并告知速卖通买家

Dear X,

Thank you for shopping with us.

We have shipped out your order (order ID: xxx) on Feb. 10th by EMS. The tracking number is xxx. It will take 5-10 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)

速卖通售后回复模板之物流遇到问题

Dear X,

Thank you for your inquiry; I am happy to contact you.

We would like to confirm that we sent the package on 16 Jan, 2012. However, we were informed package did not arrive due toshipping problems with the delivery company. We have re-sent your order by EMS; the new tracking number is: XXX. It usually takes 7 days to arrive to your destination. We are very sorry for the inconvenience. Thank you for your patience.

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

Best Regards,

(Your name)

速卖通售后回复模板之如果买家希望提供样品，而贵公司不支持样品时，可以这样回复

Dear X,

Thank you for your inquiry; I am happy to contact you.

Regarding your request, I am very sorry to inform you that we are not able to offer free samples. To check out our products we recommend ordering just one unit of the product (the price may be a little bit higher than ordering by lot). Otherwise, you can order the full quantity. We can assure the quality because every piece of our product is carefully examined by our working staff. We believe trustworthiness is the key to a successful business.

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

Best Regards,

(Your name) 查看全部

(1)物品售出：提醒买家尽快付款模板（提醒邮件）

Hi Dear(可以放上客户名字),

Much appreciate your purchase from us, but we haven't received your payment for that item yet.

As a friendly reminder, the instant payment is very important. The earlier you pay, the sooner you will get the item.

Please make your payment as soon as possible, so we can send you the item in time.If you have any concerns during paying, or if you do not want it any more, please feel free to let us know. We  can help you to resolve the problems or cancel our transaction.

Thanks again and looking forward to hear from you soon.
 
 
(2)物品寄出：提供跟踪号并告知买家预计到货时间

Hi Dear(可以放上客户名字),
 
Good day.

Your item has just sent out via XX (物流) which may take about  XX  (几天) business days to arrive at you.

The tracking number of your parcel is: XX (运单号), and you can track the shipping status.

Besides, as we all know that International shipping requires more complicated shipping procedures, such as both countries’ customs clearance, stations etc., it will probably take longer time for your item to arrive at the final destination.

Much appreciate for your understanding on this uncontrollable matter. If you have any other concerns, feel free to contact us.
 
Thanks.
 

(3).特殊情况导致物流延误：节假日/自然灾害/安检延误
遇到物流耽误投递的情况，大家要及时联系买家，做好沟通，请买家保持耐心：

Hi Dear,

Thanks for purchasing and prompt payment. However, we’ll have  XX  (节假日) from   XX to  XX  (时间).

During that time, all the shipping several will not be available and may cause the shipping delay for several days.

Thanks for your understanding and your patience is much appreciated. If you have any other concerns, please let us know.

Thank you again.


(4)物品未收到：提供物流状态并请买家耐心等待
在物品寄出一段时间后，买家可能会发邮件询问物流怎么还没到，这是你需要向买家耐心解释，并请其耐心等待：

Hi Dear,

I have just tracked your parcel status and get following latest information：

Tracking No. :XX            

Status:XX            

Date:XX            

It seems that your parcel has already arrived in  XX   and is waiting for local dispatch now（告知客户物流状态）.
Please be patient for several days and it will be delivered soon.

Normally, it takes    XX   business days to arrived at you, but as this is peak holiday season and the shipping agency is extremely busy on handing parcels now, as the result, it might need longer time to deliver the international parcels.

Sorry for the inconvenience and your understanding is very appreciated.

Thank you.


(5)物品收到:关于退换货
当买家收到物品但是不满意并提出退/换货时，如果你接受其退/换货要求，则可对其进行以下回复：

关于退货
Sure, you can send it back for exchange, please send your item back to:  (退货地址)
         
We will issue you the refund(可以备注退款是否包含运费) via Paypal once we receive your parcel.

Thanks.

关于换货
Sure, you can send it back for exchange, please send your item back to: (退货地址)

We will send you a new one after receiving your parcel. Please be aware the return shipping cost and re-send shipping cost will be charged on your side.

Thanks for your understanding and any other questions feel free to let us know. 查看全部