跨境电商售后客服模板

❖特殊情况导致物流延误沟通模板1-节假日导致延误Dear {{buyer}},Thank you for purchasing and prompt payment. However, we’ll have the National Holiday from __________. During that time, all the shipping service 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, pls. just let us know.Keep in touch.Thanks.Yours,{{sellerName}}亲爱的{{buyer}}，感谢您购买并及时付款。

但是，我们将从__________获得国家假日。

在此期间，所有送货服务将无法使用，并可能导致运输延迟数天。

感谢您的理解，我们非常感谢您的耐心等待。

如果您有任何其他问题，请。

请告诉我们。

保持联系。

谢谢。

此致，❖成交后沟通六步走邮件模板2-当物品发出以后A（挂号）Dear valued customer,The postman just picked up YOUR item from our office. It is estimated to arrive in 7-10 days in normal conditions. If not, please don’t hesitate to contact us.Here is the tracking number of your parcel {{trackNumber}}, and you can logon https:///en to view the updated shipment, which will be shown in 1-2 business days.Here are some Kind Reminders from eBay on rating seller’s postage time and shipping charge: /help/feedback/detailed-seller-ratings.html. We warmly welcome your feedback.1. When rating sellers on postage time, RATE THE SELLER ON THE TIME IT TOOK THEM TO ** THE ITEM, NOT THE TIME IT TOOK YOU TO RECEIVE THE ITEM. You shouldn’t hold sellers responsible for delays in ** services, international custom delays or for the time it took for your payment to clear.2. When 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 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.Yours Sincerely,{{sellerName}}尊敬的客户，邮递员刚从办公室领取你的物品。

电商平台购物售后服务模板尊敬的客户：感谢您选择我们的电商平台进行购物。

为了保障您的权益，我们提供了以下售后服务模板，以便您在购物后遇到任何问题时能够得到及时的解决和满意的答复。

一、退货政策1. 如果您在收到商品后发现商品存在质量问题或与您购买的商品不符，请您在收到商品后的7个工作日内联系我们的客服人员，并提供相关的订单信息和问题描述。

2. 我们将根据您提供的情况进行核实，并在核实后的3个工作日内给予您答复。

如果确认存在质量问题或与您购买的商品不符，我们将为您提供退货服务。

3. 退货时，请确保商品的完好和原装，包括商品本身、配件、包装等。

我们将在收到退货商品后的3个工作日内进行退款处理。

二、换货政策1. 如果您在收到商品后发现商品存在质量问题或与您购买的商品不符，请您在收到商品后的7个工作日内联系我们的客服人员，并提供相关的订单信息和问题描述。

2. 我们将根据您提供的情况进行核实，并在核实后的3个工作日内给予您答复。

如果确认存在质量问题或与您购买的商品不符，我们将为您提供换货服务。

3. 换货时，请确保商品的完好和原装，包括商品本身、配件、包装等。

我们将在收到换货商品后的3个工作日内进行换货处理。

三、维修政策1. 如果您在收到商品后发现商品存在质量问题，请您在收到商品后的7个工作日内联系我们的客服人员，并提供相关的订单信息和问题描述。

2. 我们将根据您提供的情况进行核实，并在核实后的3个工作日内给予您答复。

如果确认存在质量问题，我们将为您提供维修服务。

3. 维修时，请确保商品的完好和原装，包括商品本身、配件、包装等。

我们将在收到维修商品后的7个工作日内进行维修处理。

四、退款政策1. 如果您在收到商品后发现商品存在质量问题或与您购买的商品不符，请您在收到商品后的7个工作日内联系我们的客服人员，并提供相关的订单信息和问题描述。

2. 我们将根据您提供的情况进行核实，并在核实后的3个工作日内给予您答复。

如果确认存在质量问题或与您购买的商品不符，我们将为您提供退款服务。

跨境电商英语售后范文英文回答：Dear [Customer name],。

Thank you for reaching out to us regarding the issue you are experiencing with your order. We understand that this can be frustrating, and we apologize for any inconvenience it may have caused.We have reviewed your order and confirmed that the item you received is different from the one you ordered. We sincerely apologize for this error. We have already processed a refund for the incorrect item, and a new order for the correct item has been placed.The new order is expected to be delivered within [Number] business days. We will keep you updated on its progress. In the meantime, please feel free to contact usif you have any further questions or concerns.We value your business and appreciate your understanding.Sincerely,。

[Customer service name]中文回答：尊敬的 [客户姓名]，。

感谢您联系我们，反映您订单遇到的问题。

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 feel 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 pa id 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 invoic e 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!3、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 buy­er sid e 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 ID4、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!5、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 ID6、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 y ou 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 discoun t 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。

订单全程跟踪模板好的沟通能减少很多与买家之间不必要的纠纷，我们需要结合我们客观的优质产品和服务，大力提升订单转化率以及买家的回头率。

有问题多跟客户沟通确认,加深客户对我们店铺的印象，培养成老客户大客户。

今天主要讲解订单全程跟踪流程及一些个人建议模板。

1.未付款订单的催款模板（可以根据自己店铺产品进行修改补充）Dear xxx,Thank you for your order xxx（order No.）,but the order is still unpaid. If there's anything we can help with(such as the price,size,color and so on), please feel free to contact us. after the payment is confirmed, we will ship it out ASAP.Thank you!Best Regards!xxx2.催款留言后还没付款Hello Dear friend,We have the stock for your order,please make payment timely.Have any problem about order please let me know.Thank you!(最后我们还可以适当给一点点折扣来促使买家付款；We reduced price by $1 discount,after the payment is confirmed, we will ship it out ASAP.thank you)3.一些高风险平台未审核通过订单（敦煌平台），及时告诉客户Dear xxx,Thank you for your order xxx（order No.）,but the order is not verified by DHgate.Could you kindly contact with DHgate Service,Have any problems please feel free to contact us. after the payment is confirmed, we will ship it out ASAP.Thank you!Best Regards!xxx4.买家直接付款完成的订单，给客户发送订单确认站内信并告知客户预计发货时间Dear xxx,Thank you for your payment for thr xxx order ,we will ship it out within 2 days(or 3-4 days) .If you have any question, please feel free to contact us.Thank you so much !Best Regards5.填写了发货通知后告知买家订单当前状况（订单号，物流跟踪单号，运输方式，预计派送日期等）Dear friend,Your ordered has been shipped out by ePacket(DHL,UPS,Fedex),The Tracking No. is xxx.the estimated arrive time is 15-25 business days.You also can tracking it here:https:///enHoping you can get it soon. Thank you!Best Regards6.超过一周还未更新物流信息，让买家再等等Dear friend,Good day!As we know,It is busiest shopping season,So Your delivery info have not been updated,But do not be worry about it,When the tracking info update We will update the info to you ASAP.Thank you for your patience!Kind Regards!7.货在路上Dear Friend,Your item's status info as below:xxxxxI hope you can receive it soon,when you receive order if any problem please feel free to contact us.Thank you!Best regards8.不确定客户是否收到货Dear Friend,Good day!Order received now? everything's ok? if yes,please leave us 5 stars review,Have any problem please tell us.thank youBest regards9.货物已经处于签收状态，提醒卖家进行确认收货并给予好评Dear friend,How are you?We note your order has been delivered already,Pls kindly make sure your items have arrived in good condition,Have any problems pls kindly contact with us freely.If you like it please leave us 5 stars feedback and positive comments for us.thank you!Best regards10.客户已经给好评Dear friend,Thank you so much for your feedback,it's a great encouragement to us. Welcome to our shop again and please book mark our store.Hoping we can get your new order soon!Thank you again!Best Regards11.提醒买家给自己留评价Dear friend,How are you?We are striving to improve ourselves in terms of better service, quality, shipping, etc. It would be highly appreciated if you could leave us 5 stars feedback, which will be a great encouragement for us. If there's anything I can help with, please don't hesitate to tell us.Best Regards12.给客户评价A.Very nice customer,thank you very much for your support.B.Thank you so much for your 5 stars review.Hoping we can get your new order soon!C.Thank you very much for your feebdack,your support is a great encouragement to us,we will do our best.13.客户投诉产品有质量问题（表示歉意，并愿意配合解决问题，承诺下次购买能给予折扣），跟进订单实际情况进行修改Dear xxx,I am so sorry to hear about that.We have been carefully check the product and package to make sure everything was in good condition before it ship out.Maybe it damage during the transportation.But I am still very sorry for the inconvenience brought to you.I guarantee We will give you more discount to make this up from your next time.Thank you so much for your understanding!Kind Regards!Xxx14 订单产品断货，推荐类似产品给客户（顺便提醒通知下架的产品一定及时下）Dear xxx,Thank you so much for your order.But we are so sorry the item you ordered are out of stock now.I will check when it will be available again.Here are some similar styles for your reference,Pls kindly check if you like it.Have any problems pls kindly contact with me.Thank you for your understanding!Kind Regards！Xxx15.折扣产品推荐（或是让客户多下一点，升级快的快递）Dear xxx，Good day!Thank you for your order.Here are some items are make big discount for promotion.Could you kindly check if you like it.(you need more this bracelet?If you order 20usd more,We can ship out by Fedex or ups in free for you).Have any problems pls contact me freely.Thanks& Best Regards!Xxx16.向买家推荐新品（圣诞节/夏季新款/新年等节日畅销款推荐）Dear xxx，As the Christmas/new year/...is coming,We have some this hot sale products for your reference,Here are the link for you:.....If you need any other products pls send us the picture,We will quote for you.Thank you!17.放假提醒及催单（趁着提醒放假叫客户下单备货）Dear xxx,Good day!How are you! Long time no contact and hope everything goes well with you. Pls kindly be note that The Chinese New Year Holiday (National Day Holiday/....)will be start about Jan.21th to Jan.31th.Pls place the order in advance.Thank you!Kind Regards!。

跨境电商一线客服邮件模板（中英文对照）1. 客人下订单时没有留电话号码: 发货必须要有电话号码Dear Sir/Madam,Thank you for your order. Could you please tell us your telephone number which is veryimportant for us to ship your items out, please kindly advise us this, many thanks.We await your early reply.Best RegardsCustomer Service2. 断货：客人下了订单，可是他下的那双鞋子正好没有货，我们会写信看他是不是愿意换一双，客服人员必须及时联系客人。

有下面几种常见情况：a)客人只下了一双且没货b)客人的订单一共有N双鞋子，其中一双没货，问他要重新换一双，还是取消这一双发有货的那几双，取消的那双可以退款给他。

c) 一般情况下客人换款，价格没有超过很多的话我们都可以接受。

有的客人换的款比原来的便宜一点点，要求退款给他，可以问一下客人是不是可以发一双nike的袜子给他抵了差价，如果客人坚决不同意的话也可以退款a) Dear Sir/Madam,Thank you for your order. Here we are writing to inform you the trainers you ordered are not available and will be out of stock in the near future, so could you please choose another one to replace? If you agree to change please kindly advise us the link in our website and then we will prepare these for you, thank you in advance.Your earliest reply will be highly appreciated.Kind RegardsCustomer Serviceb)Dear Sir/ Madam,In reply to your email, we regret to inform you that item you required ******is out of stock and will not in stock in the near future as we are not sure of the specific date for this item to be in stock. Since in this case, we would like to know whether you can choose other kinds of iteminstead or only dispatch the in stock item which you ordered first. Please kindly advise, thanks.If you agree to change another item, please send us the link where the item in our site. Besides, we will refund the payment if there is not other style of shoes you like to change.We are looking forward to your early reply, thank you!Best RegardsCustomer Servicec)3. 发货通知：发货之后，需要写信给客人，告知运单号和查询包裹信息的网站。

1、纠纷前①发货后通知买家发货，并提供运单号&查询网址等信息Dear Customer,Thank you for shopping with us.We have dispatched your order (order No: xxx) on January 20th by EMS. The tracking number is xxx. It should take 5-10 business days to reach your destination. Please check the tracking information here: w for updates. Thank you for your patience!If you have any further questions, please feel free to contact me.Best Regards,the seller ID②包裹显示在途，请买家耐心等待Dear Customer,Thank you for your patience.We confirmed that your order was mailed (order No: xxx) on January 20th. However, the tracking information shows it’s still on the way. We were informed that the package did not arrive yet due to a shipping delay from the delivery company.If you do not receive your package before January 20th, we can resend your order or apply a full refund to you as per your choice.If you have any further questions, please feel free to contact us directly and we will be glad to assist you.Best Regards,the seller ID③包裹扣关希望买家联系清关Dear Customer,We have checked the tracking information and found your package has now arrived at your country’s customs agency.If your package is delayed, please consult your local customs office to resolve the problem.If you have any further questions, please feel free to contact me.Best Regards,the seller ID④官网查询买家已签收包裹，提醒买家确认收货并留好评Dear Customer,The delivery tracking information shows that your order (order No: xxx) has arrived to your shipping address. Please make sure your items have been received in good order and then confirm satisfactory delivery.If you are satisfied with your purchase and our service, we will greatly appreciate if you give us a positive rating and share positive feedback on your experience with us to help inform others.If you have any questions or problems, please contact us directly for assistance and we will be glad to assist you.Best Regards,the seller ID2、纠纷开启时①买家投诉货物与描述不符，请买家根据问题类型提供相应的证据Dear Customer,We sincerely regret that the items you’ve received in order XXXXX were not as described. Our goal is to resolve any dispute as quickly and conveniently as possible.Choice #1: You have claimed the items did not work/work properly. As such, we must ask that you please make a video recording to illustrate this issue and send them directly to my email: XXXXXXXX. This will allow us to verify the problem and help resolve it to your satisfaction.Choice #2: You have claimed the items did not work/work properly. As such, we must ask that you please take some photos to illustrate this issue and send them to my email: XXXXXXXX. This will allow us to verify the problem and help resolve it to your satisfaction.We apologize for the inconvenience and look forward to hearing from you.Best Regards,the seller ID②包裹扣关，请买家支付关税清关（确定是买家承担关税的情况）Dear Customer,We sincerely regret that your shipment has been detained by customs. Please contact your local customs office directly to make arrangements to pick up your parcel.As you may be aware, you will need to pay an import tax or customs fee according to your country’s customs policy, regardless of your order size.If you have any further questions, please feel free to contact me.Best Regards,the seller ID③货物在途Dear Customer,We sincerely regret that you’ve yet to receive your shipment. We have looked into this matter, and can share the following information about your order (No. XXXXX):Tracking No: XXXXXXXStatus: XXXXXXXShipped Date: XXXXXXXStandard shipping times are approximately 7-15 business days, however with increased holiday demand there may be a delay in international delivery times. We promise a full refund including original shipping charge if the item is not delivered in XXXX days after receipt of payment. Your satisfaction is our utmost priority; please contact us if you have any concerns.We apologize for the inconvenience. Your understanding is greatly appreciated.Best Regards,the seller ID④货物丢失，询问买家是否愿意重新发货Dear Customer,We sincerely regret that you haven’t received your parcel yet. We can confirm that we sent your order on January 10, 2014; however, we were informed by the shipping company that the package has been delayed due to problems on their end.We can arrange reshipment or a full refund to you. Please let us know what is your preferred option and we’ll resolve this matter as quickly as possible.We apologize for the inconvenience. Your understanding is greatly appreciated.Best Regards,the seller ID⑤货物丢失，买家同意重新发货Dear Customer,We would like to confirm that we sent your order on January 10, 2014; however, we were informed the package has not yet arrived due to shipping delays at the shipping company.According to our agreement, we have re-sent your order by EMS, with a new tracking number of: XXX. It typically takes 7-10 business days to arrive to your destination.We apologize for the inconvenience and thank you for your patience.Best Regards,the seller ID⑥卖家做出了各种努力但是纠纷仍升级为平台纠纷，回复买家Dear Customer,We sincerely regret that we have been unable to come to terms thus far but we hope to bring this matter to a successful resolution. Regardless of the outcome, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.If we can be of further assistance, please feel free to contact me.Best Regards,the seller ID3、升级为平台纠纷①看到买家提供的证据后，给到部分退款或者退货退款的建议Dear Customer,We sincerely regret that we have been unable to come to terms thus far but we hope to bring this matter to a successful resolution. As such, we would like to offer you the following options:1. Keep your ordered item(s) and accept a partial refund. It is possible to receive a partial refund of $XXX.XX (USD).2. Return and Refund. If you decide not to keep your ordered item(s), you can still return your order to XXXXXXXX and receive a full refund. However, you would be responsible for all return shipping fees.Whatever you decide, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.If you have any questions, please feel free to contact me.Best Regards,the seller ID②买家将纠纷升级为平台纠纷，告诉买家已提供证据给敦煌网，等待纠纷专员裁决Dear Customer,We sincerely regret that we have been unable to come to terms regarding your order (no: XXXXX) but we hope to bring this matter to a successful resolution.We have provided photo and/or video evidence to DHgate, and so the present status of the dispute is awaiting DHgat e’s arbitration.Whatever the outcome, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.If you have any questions, please feel free to contact me.Best Regards,the seller ID③平台裁决退货退款，再次告诉买家退货地址，并表达希望后续继续交易的期望Dear Customer,We are pleased to inform you that as a result of DHgate’s arbitration, we may bring the dispute to a successful resolution. Regarding your order (No. XXXX), you are eligible for a return or refund.We ha ve already provided our return address on DHgate but we’ll confirm it here as well:Contact name:Address:Zip Code:Tel: (very important for us receive the item)Please also be reminded:1. Returned goods must remain intact and in original condition2. Remember to mark "Order No." and “Returned Goods" on the parcel.Please let me know your shipment tracking number so we may be able to better ensure there are no shipping delays and we can apply your refund to you as quickly as possible.We appreciate your cooperation and thank you for giving us the opportunity to serve you.Best Regards,the seller ID④退货后，通知买家收到货，表达希望后续继续交易的期望Dear Customer,This is to confirm that we have received your returned items and we will inform DHgate to apply a full refund for you.We apologize for the inconvenience and thank you for your patience.We do appreciate your business and hope that you’ll give us the opportunity to serve you again in the future.Best Regards, the seller ID。