ebay客服模板售前售后.docx
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ebay客服模板售前售后.docx
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ebay客服模板售前售后
eBay客服模板
【售前篇】
一、价格payment
1、非美国,10个以下,及不能讲价类
Ø免运费
Dearfriend,
Howareyoutoday?
Thisis______.
Thankyouforyouofferanditwillbeagreatpleasuretodobusinesswithyou.
Youknowwehavetoshoulder(负担)theshippingfees(费用),thus(因此)thepricewehavehereisalreadyverylowandcompetitive.Hopeyoucanunderstand.
Haveaniceday.
Ø含运费
Dearfriend,
Howareyoutoday?
Thisis______.
Thankyouforyouofferanditwillbeagreatpleasuretodobusinesswithyou.
Thepricewehavehereisalreadyverylowandcompetitive,sothelowestpricewecanprovideisshowedonthelisting。
HopeyouIfyouhaveanyquestions,pleasesfeelfreetoaskme.
Haveaniceday.
2、能讲价类
Ø不能满足顾客的出价,能提供小折扣
Dearfriend,
Howareyoutoday?
Thisis______.
Thankyouforyourinterestsinmyitem.
Perhapswecan’tacceptthepriceyouoffer.I’msorryforthat.
Infactthepriceisreasonable.Weonlyhavealittle/lowbenefit(利润).But,wearewillingtoofferyousomediscountsifyoubuymoreproductsatonetime.Ifyoubuymorethan5products,wewillgive5%discounttoyou.
Ifyouhaveanyotherquestions,pleasetellus.
Haveaniceday.
Dearfriend,
3、买家没有paypal账号,想用其他方式付款
Dearfriend,
Thankyouforyourinquiry.
Forsimplifyingtheprocesssake,IsuggestthatyoupaythroughPayPal.Asyouknow,italwaystakesatleast2-3monthstoclearinternationalchecksothatthedealingandshippingtimewillcosttoomuchtime.
PayPalisafaster,easierandsaferpaymentmethod.Itiswidelyusedininternationalonlinebusiness.EvenifyoudonotwanttoregisteraPayPalaccount,youcanstilluseyourcreditcardtogothroughPayPalcheckoutprocesswithoutanyextrasteps.
Hopemyanswerishelpfultoyou.
Haveaniceday.
2、买家询问物品细节的问题模版
1、询问具体细节(size,colorandsoon)
Dearfriend,
Howareyoutoday?
Thisis______.
Thankyouforyourinquiry.
Aboutyourproblem,Ihavecheckedtheiteminformationforyou.
__________________________________________(问题回答).Hopeitcanhelpyou.
Anyotherquestions,feelfreetoletmeknow.
Niceday.
2、合并运费(combineshipping)
Dearfriend,
Howareyoutoday?
Thisis______.
Thankyouforyouraskinganditwillbeagreatpleasuretodobusinesswithyou.
Therealtotalpriceoftheitemisincludingthecostandthepostage.Sowecouldn't
Combinedwiththefreight.Thepricewehavehereisalreadyverylowandcompetitive.
Hopeyoucanunderstand.
Haveaniceday.
3、线下交易
Dearfriend,
Ourpaypaladdressiscometonewmallgmailcom
Youknowebaywillblockthemessageswhichcontainanemailaddress,sowedarenottousethecertainpunctuationlikedotsandsoon.IguessyoudounderstandwhatImean,right?
Plstellusaboutthetransactionnumberofpaypalafterthepaymentandwewillsendthemoutin24hours.
Lookingforwardtohearyousoon.
Hopetodomorebusinesswithyouinthefuture.
Haveaniceday.
4、缺货未发&退件
1、缺货超过7天未发的(先查库存,如果还没有货尽量引导退款,如果买家还坚持发,就说是因为材质的问题被退回,需要时间改进,让他过一段时间再过来买)
✧有跟踪号的(特别是EUB):
主动发;
✧无跟踪号平邮买家回复邮件(适用缺货未发,下架清仓为0等未发情况):
首先让买家等几天,然后说可能是丢件了,引导退款
Dearmyfriend,
Howareyoutoday?
Iam_______,thecustomerservicestaff.
Firstly,thankyouverymuchforyourpurchase;wereallyvalueyourbusiness.
ThenwehavetosaysorrythatyourpackagehadbeendeclinedbytheCustomHousewhichwecanhardlycontrol.
Wearewillingtoaskifyou'dlikeustoresendittoyou.Butwecan'tpromisethatyouritemwouldn'tbedeclinedbythemagain.
So,ifyoudon'twanttowaitanymore,wecanissueafullrefundassoonaspossible.
Pleasetelluswhichwouldyouprefer?
Onceagain,wesendoursincereapologyandhopetohearfromyousoon.
Yourssincerely,
Ø买家坚持发,材质问题婉转拒绝(清仓数量0,以及仓库没货)
Dearfriend,
Howareyoutoday?
Thankyouforyourinterestedinourpruduct.
We'rewillingtoresentthepackagetoyou,becausewesovalueableyourbusiness,butwecouldn'tdothatthecustomswillrejectyouritemagainbecauseofthematerialproblem.Butwehavecontacttheproducers,letthemchangethematerialassoonaspossible.Hopeyoucanunderstand.
We’rewillingtosendthefullrefundtoyouasoursincereapology.Isthatokforyou?
Lookingforwardtohearyourreply.
Haveaniceday.
Ø主动出击:
询问是否收到货,让买家等几天,然后说丢失,最后引导退款
(缺货未发,下架清仓为0)
Dearfriend,
Howareyoutoday?
Thisis__.
Thankyousomuchforyourpurchase.
Theitemhasbeensendouttoyouabout30daysago.Doyouhavereceivedit?
Ifthepackagestillnotarrive,pleasefeelfreetoemailusandwewilldoourbesttosolveitandofferyouasatisfactoryservice,evenofferyourefund,isthatokforyou?
Wejustwantyoutoknowthatyoursatisfactionisalwaysourtoppriority.
Lookingforwardtoyourearlyreply.
Yourssincerely,
2、缺货时间在2-5天之内的,同时适用于真正的退件(4、5天后给客户发邮件)
Dearfriend,
Howareyoutoday?
Thisis___.
Thankyouforshoppingwithus(come2ourmall).Wehadsenttheitemtoyouon25/05/201411:
27AM.(Youpaidforiton25/05/2014).
AndrecentlywegettheinformationfromChineseCustomswhichsaidthethepackagewillbereturnedtousforsomesafetyreasons.Youknow,sometimesthingslikethisdidhappen.
Weareverysorryaboutthat.Andwecanresendtheitemtoyouorwecanofferafullrefundasoursincereapology.Orifyouhaveanyotherideaswhichcancompensateyou,pleasefeelfreetotellus.Wereallyhopeyouwillnotbetoodisappointedaboutit.
Hopetohearfromyousoon.
Sorryagainandhaveaniceday.
5、物流
1、修改物流(未发货,以电子件转瑞典小包为例)
Howareyoutoday?
Thisis_.
Firstly,thankyouverymuchforyourpurchase;wereallyvalueyourbusiness.
ThenwehavetosaysorrythatyourpackagehadbeendeclinedbythePostoffice,causeitiselectronicproducts,notallowedtopasscustoms,whichwecanhardlycontrol.
Wearewillingtoaskifyou'dlikeustoresendittoyouviaSwedenPost.Buttheshippingtimewillbelongerabout20-30workingdays.Isthatokforyou?
So,ifyoudon'twanttowaitanymore,wecanissuearefundassoonaspossible.
Pleasetelluswhichwouldyouprefer?
Onceagain,wesendoursincereapologyandhopetohearfromyousoon.
Yourssincerely,
2、运送方式
Ø非美国地区(货值高有跟踪号)
Dearfriend,
Thankyouforyourreply.WewillsendthembyChinaPostAirmailwithatrackingnumber.Itwilltakeabout30to40daystoyourcountry.ChinaPostisthebiggestlogisticscompanyinChina,anditwillkeeptheitemssafe.Youcouldchooseothershippingcompany.butyouneedtopaymoreshippingfeeforthem.Sowhichwaydoyouprefer?
Haveaniceday.
Ø美国地区
Dearfriend,
Thankyouforyourreply.WewillsendthembyEUBwithatrackingnumber.Itwilltakeabout7to15businessdaystoyourcountry.Isthatokforyou?
Lookingforwardtohearyousoon.Haveaniceday.
3、不寄递特定国家
Dearfriend,
Thankyouforasking.Infact,we’dliketodobusinesswithyouverymuch.
However,recentlyyourcountry’sCustomHouseisquitestrictwiththepackagesfromabroad,sowearenotsureaboutwhethertheitemcouldbeabletoarrive.Hopeyoucanunderstand.
MaybesometimelaterwhentheCustoms’policyisnotsostrict,wewillshiptoyourcountry.
Ifyouhaveanyotherquestions,pleasefeelfreetoask.
Haveaniceday.
【售后篇】
一、关于询问跟踪号,如果我们没有跟踪号
Dearfriend,
Thankyouforasking.AndwesentyouritembyChinaPostAirmailwhichdidn’thaveatrackingnumber.Butdon’tworry,ChinaPostisthebiggestlogisticscompanyinChina,andwebelievethatyouritemwillarriveintime.
Ifbyanychance,theitemdoesn’tarriveindue,pleasecontactusandwewilldoourbesttosolveit.
Ifthereareanyquestions,pleasefeelfreetoask.
Haveaniceday.
二、关于询问跟踪号,有跟踪号
1、跟踪号有用
Dearfriend,
Thankyouforpurchasing(itemIDoritemtitle).Wehaveshippedyouritemon————.
Foryourreference,thepostaltrackingnumberisbelow:
No.RR725377313CN
Standardshiptimesareapproximately7-15businessdays,howeverwiththebusyseasonshippingtime,theremaybeadelayininternationalparceldeliverytimes.WepromiseWewillprovideasatisfactorysolutionforyouiftheitemisnotdelivered.Yoursatisfactionisourutmostpriority;pleasecontactusifyouhaveanyconcerns.
Weapologizeforanyinconvenience.Yourunderstandingisgreatlyappreciated.
Sincerely,
2、跟踪号无用
Dearfriend,
Sorry,theremaybesomethingwrongwiththepostalsystem.Sowecannotgetthetrackingnumber.Butdon'tworry,wewon'tletyousufferanylosses.Youritemhasbeenshippedon29/10/2013,andhadpassedtheChineseCustomson18/10/2013,itgotdelayedintheCustomsHouse.Andtheshipmentusuallytakes20to30days.Pleasewaitpatiently.Ifyouhaveanyquestion,youcanfeelfreetocontactus.
Haveaniceday.
三、感谢购买并要求好评(注意货运时间)
Dearvaluedcustomer:
Thankyouverymuchforyourpurchase.Wewilldispatchtheitemyouorderedassoonaspossible.Theshippingusuallytakes20to30businessdays.
Andcouldyoupleaseleaveusapositivefeedbackand5starDSRwhenyoureceivetheiteminsatisfactorycondition.Yourkindsupportwillbehighlyappreciatedbyusandkeepusmovingforward.
Ifyouhaveanyquestions,pleasefeelfreetocontactus.
Haveaniceday.
4、取消订单,要求好评(少量,大量会被ebay认为刷好评行为)
1、未付款
Dearfriend,
Sure,weunderstandandwewillcancelthetransactionforyou.Pleasedon’tworry.
Andifpossible,couldyoupleasegiveusapositivefeedbackand5starDSR?
Hopetodobusinesswithyounexttime.
Haveaniceday.
2、已付款(退完款后到ebay后台取消)
Dearfriend,
Howareyoutoday?
We’rewillingtocancelthetransactionforyou,butwecouldn’tdothatnow.Becauseyouhavepaidforit.Pleasedon’tworry,wewillsendthefullrefundtoyourpaypalaccount,thenIcouldcancelyourorder,isitokforyou?
Andifpossible,couldyoupleasegiveusapositivefeedbackand5starD
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