下载文档原格式
❖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。
竭诚为您提供优质文档/双击可除亚马逊客服回复模板篇一：亚马逊各类邮件回复模板二亚马逊各类邮件回复模板二亚马逊漏发货没有发货缺点击发货后客人需要运单的邮件模板dear—thankyousomuchforyourgreatsupportandsorryforkeeping youwaiting.wecheckedthetrackinginformationfoundthereisnoupdate informationasyousaid.wewillcontactthepostofficetofindouttheproblem. wewonderwouldyoustillwanttheitem,ifyes,informusthesizeandwewillresendyouasap,ifnot,wewillmakeyoutheref und.waitingforyourreply.anyinconveniencehopeyourkindunderstanding.bestregards亚马逊的商品被跟卖，发警告信的邮件模板hello,wehavenoticedthatyouarenotauthorizedtosellthiscardk nifeandyouhavelistedthisparticularitem(asin:b00gicp zt0)whichissoldexclusivelybythebrandauthorizedselle rs.pleaserefertoourattachment.pleasesendtheconfirma tiontousafteryouremovetheproductasissuedfromyourlis ting.ifyoudonotcomplywiththesedemands,wewillhavenonotice sellerperformancedepartment ,whichwillseriouslyimpactyouramazonsellingprivilege s.pleasehandleandreplyusassoonaspossible,otherwisewew illcomplaintsandamazon.客户询问货物的trackingnumber或者有没有发货，给客户的回信邮件模板dearcustomer,thankyouforcontactingusregardingyourinquiry.u ally,weareabletoshipordersthenextday.weekendordersa reshippedonthefollowingmonday.pleaseallow3-9busines sdaysaftershipmentfordelivery.youwillreceiveashippi ngconfirmationemailfromamazonwhentheshippinginforma tionhasbeenuploaded.yourpatienceandunderstandingare greatlyappreciated.ifyouhaveanyotherquestionsorconc erns,feelfreetocontactus.bestregards买家以不想要为由要求退货，卖家接受退款请求，给买家回信的邮件模板dear—thankyouforcontactingusregardingyourinquiry.yourreturnrequesthasbeenapproved.youwillbereceiving areturnshippinglabelandRmainstructionsviaamazon.ple asebeadvisedthatthereturnshippingcostistheresponsibilityofthebuyer.theinitialshippingcostcannotberefun dedanda25%restockingfeemaybeappliedifthemerchandise isusedordamagedvisually.also,pleasemakesurethatthecorrectmerchandiseisbeing shippedus,(seller’sname).weareasellerbythenameof(seller’sname)onamazonandwewillonlyacceptreturnsofourmercha ndise.ifmerchandisepurchasedfromadifferentselleriss hippedtous,wewillneedtoshipthemerchandisebacktoyoua ndwewillalsoaskyoufortheshippingcostincurred.weappreciateyourcooperation.bestregards买家已经下单，货已经发出去了，但在网上没有查到物流信息，买家发邮件来查询这件货的情况，回复买家的邮件模板dearcustomer,sorryfordisturbingyou,wetrackedyourshipping.theship pinginformationmaynotupdatesoprompt,couldyoupleasek eepyourpatienceandwaitforafewmoredayswewillkeeptrac kingforyou,anynewswewillinformyouasap.yourunderstandingwillbehighlyappreciated.bestregards买家没有收到货，发邮件询问情况，回复邮件的模板dearcustomer,sorryfordisturbingyou,wetrackedyourshipping.thepack ageisnowonthewaytoyourplace(itisnowreachingyourloca lpostoffice).internationalshippinginformationmaynotupdatesopromp t,usuallyittakesaround7-15daysforshipping.couldyoup leasekeepyourpatienceandwaitforafewmoredayswewillke eptrackingforyou,anynewswewillinformyouasap.yourunderstandingwillbehighlyappreciated.bestregards文章来源：跨境电商俱乐部作者：文浩：文章内容系作者个人观点，不代表文浩电商学院对观点赞同或支持。
跨境电商客服回复邮件常用话术1. 感谢您的来信/留言。
Thank you for reaching out to us.2. 我们深表歉意对您的不便，并会尽力解决您的问题。
We sincerely apologize for any inconvenience caused and will do our best to address your concern.3. 非常抱歉，给您带来了困扰。
我们将立即处理您的请求。
We apologize for the inconvenience caused and will process your request promptly.4. 我们已经收到了您的信息，我们将尽快对您的问题进行调查。
We have received your message and will investigate your issue as soon as possible.5. 很抱歉，由于一些原因，我们无法处理您的请求。
We apologize, but due to some reasons, we are unable to process your request.6. 请您提供更多详细信息，以便我们能够更好地帮助您。
Please provide more detailed information so that we can assist you better.7. 非常感谢您的建议/建议。
我们将会将其上报给相关部门进行改进。
Thank you very much for your suggestion/feedback. We will forward it to the relevant department for improvement.8. 我们已经向物流公司查询了您的订单状态，一旦收到回复，我们将尽快通知您。
We have contacted the shipping company to inquire about the status of your order. Once we receive a response, we will notify you as soon as possible.9. 对于您的退款请求，请您提供相关的订单和付款信息，以便我们能够为您处理退款。
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。
1、亚马逊客户购买多种产品发邮件确认产品订单邮件模板Dear ---Thank you so much for your great support on us.We have received your order of "把订单复制进去".We will work on your order asap, we just want to confirm the amount of the compass, did you order 10 pcs?If nothing is wrong, we will ship them asap.Best regards2、亚马逊客户因购买的商品大小不合适导致退货的邮件模板Dear ---Thank you so much for your great support on us.So sorry for the inconvenience that the swimming suit did not fit you.Will it be possible to give others as a gift? Or how about we make you a partial refund as a way to make up for this?Just suggestion, if you insist on returning it back, we will go to the further step. Waiting for your reply.Best regards3、亚马逊卖家发错地址邮件模板Dear ---Thank you so much for your great support on us.What a big mistake we made!Sorry, but will you still want the items? If yes, we will resend you immediately, if not, we will make you the full refund.Waiting for your reply and hope your kind understanding.Best regards4、亚马逊卖家发货到达时间邮件模板Dear----Thank you so much for your great support on us.Usually it takes about 7-12 days for the item to reach you.Any question, feel free to contact us and we will reach you at the soonest.Best regards5、亚马逊卖家发货发货后要求买家写反馈的邮件模板Dear----Thank you very much for your order!We have shipped the goods and it will arrive at your side soon. Hope you like it! And we are looking forward to your feedback.Have a nice day!Best regards6、亚马逊漏发货没有发货缺点击发货后客人需要运单的邮件模板Thank you so much for your great support and sorry for keeping you waiting.We checked the tracking information found there is no update information as you said.We will contact the post office to find out the problem.We wonder would you still want the item, if yes, inform us the size and we will resend you asap, if not, we will make you the refund.Waiting for your reply.Any inconvenience hope your kind understanding.Best regards7、亚马逊的商品被跟卖，发警告信的邮件模板。
亚马逊邮件回复模板1亚马逊邮件回复模板1Dear [Customer Name],I’m sorry to hear that you’ve been having difficulty with the product you ordered. I understand how frustrating this can be.At Amazon, we take customers' satisfaction very seriously. We strive to sell only the highest quality products and we want to ensure that all of our customers are happy with their purchases.That’s why we offer our A-to-z Guarantee. This means that you can buy from us with the confidence that you will receive the product you want, or your money back.To help you with the issue you are facing, I can offer you several options.You can return the product for a full refund. To do this, please pack the product in its original packaging and ship it back to us. You are responsible for the return shipping fees. Once we receive your package, we will process your refund in full.If you don’t want to return the product, you can also exchange it for a new one. We will cover the cost of shipping the new item to you.Or, if you prefer to keep the item, we can provide you with a partial refund.I hope that one of these options is acceptable for you. Please get back to me and let me know how you would like to proceed.Thank you again for your patience and for contacting Amazon.Sincerely,[Your Name]Customer Service Representative。
亚马逊邮件回复模板的基本格式
亚马逊邮件回复模板是电子商务领域中非常重要的一部分，能够帮助店家更好地处理客户反馈和问题。
以下是一份关于亚马逊邮件回复模板的基本格式。
一、问候语
1. 尊敬的客户（客户姓名）您好，非常感谢您选择我们的产品/服务。
2. 亲爱的顾客（顾客姓名），感谢您联系我们，以下是针对您的问题的解答。
二、感谢客户信任
1. 我们衷心感谢您对我们产品/服务的信任和支持。
2. 感谢您向我们反馈，我们将会认真对待并尽快解决您的问题。
三、解决问题内容
1. 对于您提出的关于订单/产品的问题，我们已经进行了核实并对问题进行了处理。
现在，我们向您说明具体情况。
2. 针对您的问题，我们已进行了详细的调查和处理，以下是我们的解决方案。
四、具体解决方案
1. 如果是物流问题：我们已经联系快递公司并催促送货，确保您尽快收到商品。
2. 如果是产品瑕疵：我们将为您办理退换货，或提供其他解决方案，确保您的满意度。
五、道歉和补偿（如果需要）
1. 如果因为我们的问题给您带来了不便，我们在这里向您道歉，并准备提供一定的补偿措施，以表达我们的诚意。
2. 我们对您的不满表示歉意，并将会为此事提供一定的补偿措施以弥补您的损失。
六、结尾语
1. 再次感谢您对我们的支持与理解，如还有任何问题或建议，敬请随时联系我们。
2. 如果您还有其他疑问或需求，请随时与我们联系，我们将竭诚为您服务。
七、客服签名
1. 祝您生活愉快，顺颂商祺！
2. 祝您工作顺利，期待您的再次光临！
以上是一份关于亚马逊邮件回复模板的基本格式，希望对您有所帮助。
收到亚马逊发来邮件:Hello from Fulfilment by Amazon,Your offer for ASIN xxxx has been closed owing to negative customer return comments. As this is the sec ond time that the ASIN has had a customer feed back issue, we will require a Plan of Actio n that addresses the customer issue prior to rein stating your offer. The closi ng of your offer does not affect your seller account・We have identified defective issues across the following customer comments:It will not charge up.The phone screen went blank and won't turn back onWhen turned on the screen remains blank with only a border of red squares surrounding the edges. Will not power on, fully charged phon已still will not power on.To address the customer comments above, please complete and send us a plan of action by answering the following two questions:1.What is the root cause of the customer reported issue?2.What actions are you taking to address the root cause?A successful Plan of Action will always be directly related to the root cause of the customer reported issue and may include but is not limited to:•Listing detail page updates•Product design changes•Improved instruction manuals•Inventory removal ordersTo send us your POA Z please reply to this case within Seller Central. If we approve your plan of action, we will reinstate your offer immediately・This case will remain open for 48 hours while we await your response. Your prompt attention to this matter can help ensure positive customer experiences that will con tribute to your success with FBA・After 48 hours, you will need to reach out to Seller Support, referencing this case number, with your Plan of Action.Thank you for selling with Amazon,Keteilekho 乙Fulfillment by Amazon Support回复的POA内容：（模板一）Dear Amazon Team,Thank you for your concern about our listing ・ ASIN: xxxx・We received a notification last week that xxxxx has been suspended due to negative customer return comments. We have checked all the comments these days, we feel sorry for the inconvenience brought to our customers, it is our fault that ignoring the comment and return report before, we will pay more attention to these in future・According to the reported issue, we deeply realize the mistake・ Not only analyzing the problem in returning reports, but also putting forward specific solutions, please see below・The root cause of the customer reported issue・Reason 1: The raw material of the battery is not good since the purchaser neglige nee, the supplier provided the mixed quality material, a part of that is in poor quality, and our purchaser manager didn't know that till we checked the materials in these days・Reas on 2: The factory has insufficie nt manpower, the worker assembled the phone and tested in a rush and the quality inspection is not comprehensive・Plan of action:1.For the order: we will send emails to our customers who have bought these items, and will make compensation if they receive the defective item・2.For sourcing: we will source the new material from a trusted supplier who can provide quality materials・ In the future, we also have a specific human to monitor the purchase of the raw materials ・3.For producing: we will employ more people to produce and assemble the product, then they have eno ugh time to produce a well-made product.4.For quality checking: we will set up a new QC team, request them to do 100% quality check, aiming to ensure that all items work perfectly. All products should pass the test before being shipping to Amazon Warehouse・We will do our best to provide the quality product and good shopping experience to our customers, hope you can give us one more chanee to make it right. Thank you!Best regards,xxx Store（模板二）Dear Amazon support zThanks for your concern about our listing ASIN: xxxxxxWe are apologize for any inc on venience to our customer. And Thanks to Amazon for its efforts toprovide customers with better products and services.Plan of Action (POA)1.The customers reported an issue:(1)I bought it as a gift and it stopped working・(2)Screen go on and off and freez ・(3)It ramdomly froze and it wont turn on.(4 ) This Phone just simply stopped working no nasty falls no water damage the screen just stopped working.(5)Phone s keep blinking・(6)I would like to return this item that i bought as a gift for my daughter because it glitches and it turns off and kept turning off and now it doesn't want to turn on.一Root cause:(1)When the power of the Phone is about to run out, it will automatically shut down.(2)After receiving the Phone, the customer needs to charge the Phone for 6 hours before using it for the first time・-Our solution:(1 ) Reset Phone in case it enters into battery protec廿on mechanism, or keep Phone into power for 30 minutes if it was completely drained・(2) We have updated the solution to the listing details page and will also be updated into the manual.(3 ) After customers receive the Phone , we will send them a separate reminder email to introduce the precautions for usingthe Phone to ensure that they can use it normally.(4 ) Our customer service will provide 24-hour online service to ensure timely response to customer questions.2.The customers reported an issue: A soon as i load one application the Phone struggled to operate only one was opened but i'm not going to open the other one・-Root cause:The memory ROM of the Phone is 1GB, and the RAM is 16GB. When the customer installs a lot of software, when it reaches 16GB, it will affect the running speed of the Phone , resulting in the inability to open additional software..-Our solution:(1)We have added a reminder on the listing page: to remind customers to expand to a higher memory 128GB before reaching the memory usage limit.(2)We have also recomme nded that customers remove unnecessary software and con tent in a timely manner.3.The customers reported an issue:(1)Screen is cracked・(2)There is a deep scratch on the screen with chip on it.(3)Screen is scratched all over.-Root cause:(1) We put a tran spare nt protective film on the scree n of each Phone z which may scratch the protective film during transportation, causing scratches to be seen.-Our solution:(1)We added a reminder content on the listing page, indicating that the screen of the Phone is covered with a protective film, please remove the protective film in time after receiving the Phone ・(2)We will also send emails promptly after the buyer receives the Phone z suggesting that the customer can install a protective cover.We always provide high・quality products and attentive service to the customers, and we will also continue to improve the quality of products and provide better services.Please help to reinstate our offer ASAP, thanks again!Sincerely,xxxx team。
跨境电商回复模板尊敬的客户，非常感谢您对我们的关注和支持！我们非常愿意为您提供帮助。
在跨境电商回复中，我们提供以下模板以供参考：1. 对于订单确认：您好！感谢您的购买！我们已经收到了您的订单，并正在加紧处理中。
一旦您的订单确认无误，我们将尽快为您安排发货，并提供相关的物流信息。
2. 对于发货信息：您好！非常抱歉让您等待了这么久。
您的订单已经成功发货，并提供了物流追踪号。
您可以在订购页面或通过邮件中找到相关信息。
请您耐心等待，快递将会尽快将您的商品送到您的手中。
3. 对于延迟发货：尊敬的客户，非常抱歉给您带来了不便。
在处理您的订单时，我们遇到了一些意外情况，导致了延迟发货。
我们正在努力解决问题，并将尽快为您安排发货。
为此我们向您致以深深的歉意，并感谢您的耐心等待。
4. 对于退款/退货：亲爱的客户，非常抱歉您对我们的产品不满意。
我们致力于为您提供高质量的商品和卓越的服务。
如果您希望退款或退货，请您提供相关订单信息，我们将尽快帮您解决问题。
5. 对于产品质量问题：亲爱的客户，非常抱歉您收到的商品有质量问题。
我们对此深感抱歉，并将竭尽全力解决问题。
请您提供相关照片和订单信息，以便我们更好地理解问题，并为您提供解决方案。
以上是一些常见的跨境电商回复模板，在实际回复中，请根据具体情况进行适当调整。
我们再次感谢您的理解和支持！如果您还有任何其他问题，请随时与我们联系。
祝愿您购物愉快！此致【您的公司名】。
系统发货：Dear我们很抱歉打扰到你，我们看到你提出的疑问，由于订单量很大，我们确认发货是通过后台系统自动确认的，可能存在一定的误差，我们会检查每个订单，一旦有问题，我们将立即联系客户说明问题。
希望你能理解，再次抱歉。
真挚的问候JasonDear customer,Thank you so much for your great support on us.Sorry for disturbing you,we get your question.The confirmation of shipment is made of the Amazon seller center system,there may has some errors when there is a large amount of orders. Hope your kind understanding,but we will check it one by one.If any problem we will contact the customer immediately.Your kind understanding will be highly appreciated.Best regardsJason查询不到物流信息：Dear我们很抱歉打扰到你，我们收到你的消息后立即帮你查询了物流，由于我们发的是国际物流所以物流的更新信息可能会存在一定的延迟，请你耐心等待，我们会随时关注物流更新情况，一有消息，我们将立即通知你。
希望你能理解，再次抱歉。
真挚的问候JasonDear customer,Sorry for disturbing you,we tracked your shipping.The shipping information may not update so prompt,could you please keep your patience and wait for a few more days?We will keep tracking for you,any news we will inform you asap.Your understanding will be highly appreciated.Best regardsJason货物怎么还没有到：Dear我们很抱歉打扰到你，我们收到你的消息后立即帮你查询了物流，产品显示还在运输的过程中（产品已经到达你当地的邮局了）由于我们发的是国际物流，所以物流速度可能会比较慢，正常情况需要7-15天到达当地，请你耐心等待，我们会随时关注物流更新情况，一有消息，我们将立即通知你。
