速卖通订单留言处理原则、方法及回复模板

全球速卖通订单留言解决标准、方式及回应模板具体内容

全球速卖通订单留言解决标准、方式及回应模板文章正文

全球速卖通在线客服基本上工作中第一留言，第二站内信，第三纠纷案件解决。怎样保证高效率的回应顾客，及其在处理方式之中应当关键留意什么?

做全球速卖通的商家一定要有两个表格，这一会进一步提高你的工作效能。第一个表格《站内信留言解决模板》，第二个表格《独特订单备注名称》

一：订单留言解决的基本准则

1：厂家批发订单优先选择解决。例如厂家批发顾客下了一个订单，可是预付款的状况，想要你梳理一套模板目的性的发以往。

2：快递公司订单优先选择解决。打开今日订单，见到有挑选快递公司的如DHL ,UPS, Fedex等，即然挑选了迅速的货运方法，商家必须给予更快的售后维修服务。

3：备注名称订单独立解决。常常有见到备注名称必须改详细地址，改人的名字，必须给予商业发票等，可以在独立的時间里除了一些不应急的问题订单。

二：订单留言归类及具体做法

2.1资产审批未根据订单

思路：很有可能买家第一次或是新买家在AE买东西，资产审批但是

Dear Valued Customer

Really sorry for that , Just because you are the first time or a new buyer in Aliexpress , so they need check your account very carefully , Anyway donot worry that , They will refund you the money to your account ASAP .

We suggest you can place an new order , it will be ok , try to test it , If you have any problem , try to leave me message , Best wish.

2.2一下单催快点儿安排发货

思路：商品安排发货前质量检测，突显对质量的监管，顾客也会很了解

Dear Valued Customer

Thanks for your order ,In fact we have received your money , Usually my company QC need test it carefully before we shipping , Because we need guarantee better quality and well package for you.

Totally we need arrange your package within 2 days , Never worry that , Once we shipped , we need update the tracking number for you , and give you the racking website , so you can know your package where it is going on .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

2.3一填运单号催物流详情

思路：表明货品早已传出，可是库房实际操作必须一点具体解决包囊

Dear Valued Customer

Thanks for your trust , in fact we have shipped the package to Aliexpress Warehouse , Never worry that , We ship it to you by Aliexpress Standard Shipping.

But they need a little time to deal with the package , and will update the tracking information soon , Try to wait for little time , If you have any problem , try to leave me message , Best wish.

2.4依照货运物流运动轨迹剖析

离去我国前

无物流详情 (连接货运物流查询是不是有取货纪录)

假如断货必须等2周

思路：断货第一表明交货時间，第二表明更强的售后维修服务

Dear Valued Customer

Really sorry for the inconvenience , Just because this model you buy is out of stock , But donot worry that , New stock will arrive about 2 weeks , Hope you can be a little patient , Once we have in stock , we need arrange your order package immediately .

And i just apply the VIP price for you from my company , Next time we can give you $ 2 discount if buy in my store , Wait your kindly reply ,Best wish.

假如未提问顾客建议

思路：少发状况第一说对不住，第二征求顾客建议是不是补领或是退钱

Dear Valued Customer

Really sorry for the inconvenience , I just check it carefully for your order , my warehouse make a mistake , and they forget to give my shipping company .in fact the package already packed well .

We will send you package priority today is ok ? and i just apply the VIP price for you from my company , Next time we can give you $ 2 discount if buy in my store , Wait your kindly reply , Best wish.

有物流详情

终止1~2周没升级(大促期内)

思路：第一表明缘故，第二处理顾客心态

Dear Valued Customer

Thanks for your understanding , In fact we have send it to my Post Office already , i will send their message ,Let they arrange it fast for you , Also i need tell you nowadays Aliexpress 11.11th Global Shopping Festival just gone , so too many packages wait to be shipped , It is a little delay , Hope you can be a little patient.

Any question , Try to leave me message here , we will reply you ASAP.

终止2~3或是更久周没升级(物流单号查询)

思路：第一减轻顾客心态，第二表明你早已跟货运物流连接查看了

Dear Valued Customer

Really sorry for the inconvenience , In fact we have already shipped it to Aliexpress Warehouse, Also you can track it on the internet , it shows Shipment information received.

Anyway we have let my logistics company to check it for you , if have any updated , we will leave you message ASAP.

中国海关扣关

商家视角缘故 (没法出示出口国所需文档; 商品归属于仿货 仿货 违禁物品 ;审报使用价值与具体价格不一致)

思路：第一表明态度紧密配合买家海关清关，第二售后维修服务

例举(因商家低审报，沒有与买家沟通交流，买家需付款进口关税)

Dear Valued Customer

Really sorry for that , We have applied the best service from my company .

First you can get it from your custom , and send me the picture of the custom file , we need know how much you pay for your custom , so we can give you part compensation .

Second We can give you $**discount in my store if you buy next time , Because you are already my VIP customer , we need do more business with you in future . wait your kindly reply .

买家视角缘故 (没法出示出口国所需文档;出口国限定该货品;不愿意海关清关，进口关税过高)

思路：第一表明你全部实际操作是依照买家回应开展的，第二售后维修服务

例举(提早商谈好啦的，但因买家缘故需付款进口关税)

Dear Valued Customer

Really sorry for that , In fact we have confirmed it very carefully with you before we shipping . It is your country custom local policy that let you pay the tariff , So we hope you can try you best to clear the customs , and get your parcel fast .

But we just talked with my boss , Next time we need give you more discount if you buy in my store , Thanks

抵达目地国

抵达本地我国未升级

思路：第一延迟时间取货時间，第二给客户一个可行的服务承诺

举例(尤其南美洲墨西哥等中国海关升级很慢)

Dear Valued Customer

Sorry for the inconvenience, We just help you track the parcel , In fact the package already arrived at your country at the date *** .

And i also have extended the delivery date by *** days for you , So never worry that the protection time is running out , If you still not receive it within ***days , Try to leave me message here , we will help you solve it . Best wish.

1~2周未升级

思路：第一延迟时间取货時间，第二客户跟本地邮局查询

举例(尤其南美洲墨西哥等中国海关升级很慢)

Dear Valued Customer

Sorry for the inconvenience, We just help you track the parcel , In fact the package already arrived at your country at the date *** .

And i also have extended the delivery date by *** days for you , So never worry that the protection time is running out , We hope you can try to give a call to your local post office , Let they help you track it Whether it arrived ,Also China post is really a little slow , hope you understand this situation .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

1~2个月未升级

思路：延迟时间取货時间，第二：给一个可行的服务承诺，宽慰客户

举例(尤其大促期内)

Dear Valued Customer

Sorry for the inconvenience, We just help you track the parcel , In fact the package already arrived at your country at the date *** .

And i also have extended the delivery date by *** days for you , So never worry that the protection time is running out , We hope you can try to give a call to your local post office , Let they help you track it Whether it arrived , Also China post is really a little slow , hope you understand this situation .

If you still not receive it within ** days , we can apply the refund from my company for you , donot worry that , we are the honest seller , so hope you canbe a little patient , Just becaus nowadays the Aliexpress Shopping festival ,so many parcels to be shipped , Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

表明退还

思路：第一客户再度跟邮政局确定，第二的确退还，可以给客户先分配退钱

举例(表明退还，小包包通常在本地呆1个月上下)

Dear Valued Customer

Sorry for the inconvenience, We just help you track the parcel , In fact the package already arrived at your country already.

And i also have extended the delivery date by *** days for you , So never worry that the protection time is running out , We hope you can try to give a call to your local post office , Although it shows package returned to seller , Usually it will stay at your country near 1 month , so try to contact with your post office first , if not stay at your country , we will refund you the money first .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

货运物流表明取得成功，客户说未接到

思路：第一客户跟邮政局确定，第二有什么问题客户随时随地联络

Dear Valued Customer

Sorry for the inconvenience, In fact we track the parcel , It shows delivered successfully . But as you say still not get it , We hope you can contact with your local post office first .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

投妥失败

思路：给予三张截屏，证实详细地址所有是一致

举例(截屏提交订单详细地址 ERP安排发货详细地址 物流发货证实就可以)

Dear Valued Customer

Sorry for the inconvenience, In fact we track the parcel , It shows delivered successfully . But as you say still not get it , We hope you can contact with your local post office first .

We can send you all the proof to show that we send the package according to your order address in my store, And we can give you the evidence of my logistics company .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

有关留言板留言问题归类及其方式，你需要学好对于不一样问题要有自已的一个基本上思路，这一才算是最重要的，可以汇总好多个十分关键的小工作经验。

第一：争得全部的回应模板尽可能保证完美，自然这一中后期要持续提升，开始一定要很有礼貌称谓：Dear Valued Customer 或是Dear***(立即名称);

第二：了解订单信息安排发货或是货运物流有关状况，第一句一定要感激客户的订单信息，Thanks for your order .

第三：留言板留言有关货运物流出问题，像中国海关扣关等，第一句一定要说对不住，Sorry for the inconvenience或是Really sorry for that .

第四：货运物流好长时间未升级状况，为防止客户银行开户开纠纷案件，一定要尽量先延迟时间取货长期。

第五：只需发生问题，自身致歉后，再抚慰客户的心态，常见下列次选购折扣优惠或是送礼。

第六：最后一句一定是注重只需客户有任何的问题，随时随地联络，让客户觉得你一直在帮组他解决困难。

第七：在解决每一个留言板留言，一定要惦记着是否可以做模板，下一次你还是可以用的着。

别的的实际沒有提到的问题，如果你学会了上边的几个方面，相信你可以拿下客户的一切问题，上边的一些回应模板仅作参考，关键的是你需要梳理一套属于你自身的留言板留言模板。

以上内容属创作者个人见解，不意味着跨境电商网观点！若有侵权行为，请在线留言。