02客服常見(jiàn)問(wèn)題匯總及處理

1、沒(méi)有發(fā)貨的情況下，詢(xún)問(wèn)客戶(hù)補(bǔ)發(fā)或者退款！Dear friend ,Sorry for causing this problem .Our warehpsue shipped out the order to you .I checked the shipping information  for you ,may be your pack

2、age was lost by the shipping company .I apologize to you for this problem .I can arrange our warehouse resend the order to you ,do you agree?Or ,I will ref

3、und to you Wait for your update .Best wishes 客服常見(jiàn)問(wèn)題匯總及處理一、售前咨詢(xún)（未付款）21.1、詢(xún)問(wèn)尺碼2回復(fù)：21.2.實(shí)拍圖21.3.是否可以到達(dá)某國(guó)家21.4.價(jià)錢(qián)21.5.要折扣；批發(fā)算運(yùn)費(fèi)；2二、售中（已下單未發(fā)貨）22.1.無(wú)貨2無(wú)貨不補(bǔ)；近期到貨；延長(zhǎng)備貨期； 22.2.產(chǎn)品問(wèn)題需要客戶(hù)確認(rèn)22.3、客戶(hù)要求更換顏色尺碼22.4、客戶(hù)要求取消訂單22.5、催發(fā)貨2三、售后（已發(fā)貨）23.1.貨物在途物流問(wèn)題 33.2、已收貨有問(wèn)題3發(fā)錯(cuò)顏色，尺碼，有瑕疵

4、，退貨33.3. 已退款3問(wèn)退款何時(shí)收到的：3四、管理評(píng)價(jià)31. 催好評(píng)32. 聯(lián)系買(mǎi)家修改中差評(píng)3一、售前咨詢(xún)（未付款）1.1、詢(xún)問(wèn)尺碼回復(fù)1：Dear friend,To avoid choose the incorrect size for you. Please tell me your information as below:Bust : cmWaist : cmHeight : cmHips : cmI'll check the size for you according your informationWait for your replayBest wishes!2

5、.Dear friends,Our product is the larger sizes.If you can not decide your size? you can provide your information for me:Waist : cmBust : cmHips : cmHeight： cmI can help you to choose the suitable size.You also can check the size chart and pick the size.3. Dear friend,If the size like below;Waist : 10

6、0cmBust : 115cmHips :120cmIf so, I will recommend you the size3XL according you information. If not, please tell me the information like below;Waist : cmBust : cmHips : cmHeight : cmI am waiting for your replay4Dear friend,Sorry, This product is too small to you according your information, we don

7、9;t have the 7XL size. But I can recommend you some other kinds products below:1 .2.3.If you are interested in any products in our store, please place an order, I can give you the best priceI wait for your replay.Best wishes!5.Hi friend,Sorry , this product dose not fit for you according your inform

8、ation. Our biggest size waist is xx to xx cm ,you can recheck your waist and decide if it really fit you. If not, you can select other pants in our store. I can give you the best discountFor any further concerns, please feel free to contact us.Best wishes.1.2索要實(shí)拍圖：回復(fù)：Dear friend,無(wú)實(shí)拍的情況下Sorry ,all th

9、e pictures are provide by our factory, they didn't provided the pictures of this dress. If you really like this dress ,You can place the order and I can pick up the products according your order to take photos and send to you before it shipped, If you are not satisfied with it ,you can choose th

10、e cancel the order and I will agree. the aliexpress will refund to you.what do you think of it ?wait for your replyBest wishes1.3是否可以到達(dá)某國(guó)家1.4價(jià)錢(qián)（成本+運(yùn)費(fèi)）/（1-利潤(rùn)率）=售價(jià)1.5要折扣；批發(fā)算運(yùn)費(fèi)；Dear friend;Do you a reseller? Or do you just buy it for a group use?（根據(jù)不同的情況而定）1. We totally have （顏色，數(shù)量） available. I will s

11、end all（顏色，數(shù)量） to you.2. the price to （地名） is（價(jià)錢(qián)） including shipping fee via Ali express standard shipping. It normally takes about 20 to 60 days for delivery.3. We have a faster way to ship by DHL to you. The price is（價(jià)錢(qián)） including DHL shipping fee. The delivery time is 5-7 business days.If you acc

12、ept, please place the order but don't pay. Please leave a message to tell me which shipping method you need. I will change price for you.Then you can pay. I will arrange to send out soon in 1-3 business days.Look forward to your reply.署名催款模板Dear valued customer,Thanks so much to buy products fro

13、m us.The product you buy is one of the most hot-selling one. And this product is always highly appreciated by regular customers in our store. If you like the products, please do not hesitate to arrange the payment now.We will arrange our warehouse to send out your order as soon as possible.二、售中（已下單未

14、發(fā)貨）2.1無(wú)貨無(wú)貨不補(bǔ)Dear Friend,無(wú)貨訂單1.Thanks for the order. But this order is held by our system and unshipped when I check. 2.The stock show in our system does not available in our warehouse now. My team went out to find the same items for you. But there is no suitable supplier after contacting many store3

15、.You can also replace this order with other products in my store. If the price is slightly higher, I will agree and arrange to send out soon.4.If you want to cancel this order, please choose "other reasons" or "buyer don't want this order". I will agree, and then Aliexpress w

16、ill refund the money to you.Sorry for the inconvenience caused to you.Wait for your reply.署名無(wú)尺碼但有臨近尺碼的1.Thanks for the order. But this order is held by our system and unshipped when I check. 2.The stock show in our system does not available in our warehouse now. My team went out to find the same ite

17、ms for you. But there is no suitable supplier after contacting many store.3. We still have red color 6XL in stock, would you be willing to replace it?4. we have black 5xl in stock, if you only like black color, please check if 5xl will fit for your need.Bust: cmWaist: cmHeight: cmHips: cm .5.You can

18、 also replace this order with other products in my store. If the price is slightly higher ,I will agree and arrange to send out soon.6.If you want to cancel this order, please choose "other reasons" or "buyer don't want this order". I will agree, and then Ali express will ref

19、und the money to you.Sorry for the inconvenience caused to you.Wency 署名it for your reply.3、客戶(hù)要求更換顏色尺碼（1）未發(fā)貨： 直接備注，按客戶(hù)要求更換顏色與尺碼。（確定的情況下）（2）已發(fā)貨：告知客戶(hù)貨已經(jīng)發(fā)出，如果要更換尺碼與顏色，請(qǐng)?jiān)谑盏截浺院蟊M快與我們?nèi)〉寐?lián)系。及時(shí)退貨給客戶(hù)重發(fā)。4、客戶(hù)要求取消訂單了解客戶(hù)由于什么原因要求取消訂單Dear friend,（客戶(hù)取消訂單，并要求退款）I will refund the money to you. please open a dispute for

20、this order, it is a refund request, I will agree and Ali express will refund the money to you.A will refund the money to you soon. It takes about 7 to 15 business days for the money to show up in your account.Welcome to buy the products next time, if you want buy other product, please tell me in adv

21、ance, I will check the color or quality more carefully for you.I'm so sorry for cause your inconvenience.For the any further concerns, please feel free to contact us.署名5、催發(fā)貨Dear friend，Our warehouse will send out your order about 1 to 3 business days(節(jié)假日根據(jù)具體情況而定)，please be patient to wait.The Al

22、i express use the Ali express standard shipping, the normal delivery date is 20 to 60 days. Delivery time is different from country to country.If the package does not arrive to you in the purchase protection time, please contact us to extend the "delivery date" before it expires. If you di

23、d not receive your package in time, we can arrange to refund to you.For the any further concerns, please feel free to contact us.Best wishes!署名三、售后（已發(fā)貨）3.1貨物在途物流問(wèn)題 （糾紛問(wèn)題同在）3.1.1延長(zhǎng)收貨期-客人要求延長(zhǎng)到貨期的 extend delivery date, purchase protection.Dear friend,The package is shipped out 修改此處時(shí)間Sept.05,2015.It typ

24、ically takes about 28 to 60 days to deliver in your country by China post air mail. It sometimes might be delayed due to bad weather, slow customs clearance.I have extended the purchase protection time for you by 修改30 days.The package 根據(jù)更新修改has arrived in your country. please pay attention to it. If

25、 it does not arrive to you in time, please contact me soon . I will check and solve the problem for you.Sincerely ,Fiona署名3.1.2實(shí)際沒(méi)有發(fā)貨的，應(yīng)退款Dear friend,（實(shí)沒(méi)有發(fā)貨的）I agree this dispute. Ali express takes the money and they will process the refund to you. It typically takes about 3 to 7 work days.You can c

26、heck the refund section in the above help link.Thank you so much.I am sorry for the inconvenience caused to you.Best wishes.、我們實(shí)際已經(jīng)發(fā)貨， 糾紛原因：“貨物仍然在運(yùn)輸途中” 或 “運(yùn)單號(hào)無(wú)法查詢(xún)到物流信息” 3.2.1先給客人延長(zhǎng)到貨期， 并勸說(shuō)客人取消糾紛等待。Dear friend,方案1The package is on the way to your country.（按查找的結(jié)果修改）It typically takes about 30 to 60 da

27、ys for the post mail to delivered to your country.Can you please cancel this dispute and be patient to wait for some more days?The purchase protection time has been extended for you by 30 days (天數(shù)復(fù)制過(guò)去后修改或者刪除，巴西延長(zhǎng)60天). If the package does not arrive to you in time, you can still open a dispute for it

28、 again. ok?Wait for your reply.Best regards,Fiona（署名）Dear friend,方案2The package is shipped out September.06修改發(fā)貨日期, It is on the way to the destination to you.The international shipment typically takes about 30 to 60 days for delivery to your country via China post air mail.I have extended the purcha

29、se protection time for you by 30 days. Can you please cancel this dispute and be patient to wait for some more days?If the package does not arrive to you in 15 to 20 按到期情況修改days, you can open a dispute that time. I will refund or to resend the package to you according to your need.Wait for your repl

30、y.Best regards,Fiona署名3.2.2. 4天內(nèi)客人沒(méi)有取消糾紛的，拒絕糾紛，安撫客人等待-Dear customer,I have extended the purchase protection time for you. Can you please cancel this dispute at first and wait for some more days for the order?You can also contact your local post office with the tracking number if the package does not

31、 arrive to you in time.Best regards,3.2.3 在糾紛提交平臺(tái)之前， 小金額訂單/平郵訂單（0-7美金，銷(xiāo)售自己把握），可以直接退款給客人，并告訴他等收到貨之后再付款給我們。-Dear friend, I refund to you.Ali express takes the money and they will process the refund to you.You can check the refund section in the above help link.You can contact me to pay after you recei

32、ved the order.Thank you.Fiona 換署名3.3.拒絕糾紛后/糾紛提交平臺(tái)后，定期查看拒絕過(guò)的糾紛，如果物流有更新或者妥投，請(qǐng)及時(shí)聯(lián)系客人告知他，并同時(shí)勸說(shuō)取消糾紛。3.3.1 在目的國(guó)有更新的：Dear friend,The following is the latest update of your package. Your post office will send it to you as soon as possible. Can you please cancel this dispute and wait for some days?復(fù)制最新的更新動(dòng)態(tài)給

33、客人*2015-06-20 09:06Curitiba / PR, Received by the Brazil Post, Object subject to inspection and delay on delivery*復(fù)制最新的更新動(dòng)態(tài)給客人You can also contact your nearest post office to check when they will send it to you.If you need any other help ,please contact us.Kind regards,Fiona 換署名3.3.2 在目的國(guó)只有到達(dá)信息的 （經(jīng)常

34、是巴西）-Dear friend,The shipment information shows it has arrived to your country in June換時(shí)間，your country's post office will send it to you. Can you please cancel this dispute and wait for some days?復(fù)制最新的更新動(dòng)態(tài)給客人*2015-06-20 09:06Curitiba / PR, Received by the Brazil Post, Object subject to inspectio

35、n and delay on delivery*復(fù)制最新的更新動(dòng)態(tài)給客人. 發(fā)送信息時(shí)，可以附帶跟蹤信息的截圖-Fiona 換署名A2.4.3 已經(jīng)在目的國(guó)妥投的deliveredDear friend,The shipment information shows the package has delivered to you. Have you received it?If you received it, please cancel this dispute soon. Otherwise ali express will punish me and my store.The follo

36、wing is the latest update of your order:復(fù)制最新的更新動(dòng)態(tài)給客人*2015-07-29 15:14PUERTO MONTT CDP 01, ENVIO ENTREGADO*復(fù)制最新的更新動(dòng)態(tài)給客人. 發(fā)送信息時(shí)，可以附帶跟蹤信息的截圖Wait for your reply soon.Regards,Fiona 換署名3.4.糾紛原因： 物流退回了包裹3.4.1.如果是賣(mài)家實(shí)際沒(méi)有發(fā)貨的，退款。Dear friend,I agree this dispute. Ali express takes the money and they will proces

37、s the refund to you. It typically takes about 3 to 7 work days.You can check the refund section in the above help link.Thank you so much.I am sorry for the inconvenience caused to you.Best wishes.3.5. 已發(fā)貨，物流退回包裹。 物流退回的包裹，發(fā)貨運(yùn)費(fèi)不退。另外發(fā)貨方需要付運(yùn)費(fèi)百分比（30%-50%新加坡小包和其他）或者每件貨4元的退貨費(fèi)用。3.5.1 貨物還在目的國(guó)的,告知客人聯(lián)系當(dāng)?shù)刈罱]局要他

38、們發(fā)回給客人. 延長(zhǎng)收貨期，勸說(shuō)客人先取消糾紛。我們收到貨之后可以重發(fā)給他。Dear friend,The package is still in your country. Your local post office can not contact you successfully.前一句原因更換 Please contact them soon to get your package back.At the same time, can you please check and confirm us the detailed address and phone number of you

39、?If the package returned to us, we will resend it to you. Is it ok? Can you please cancel this dispute at first?Wait for your reply.Best regards,Fiona 換署名3.5.2 貨物已經(jīng)顯示回到中國(guó). 延長(zhǎng)收貨期，勸說(shuō)客人先取消糾紛。我們收到貨之后可以重發(fā)給他。Dear friend,The post office did not returned the package to us till now. Can you please cancel thi

40、s dispute at first?I have extended the purchase protection time for you. If the package returned to our company, I will resend it to you. ok?And can you please confirm us the correct shipping address and phone number?Wait for your reply soon!Best regards,Fiona 換署名3.5.3 包裹退回，國(guó)際運(yùn)費(fèi)比較高的，聯(lián)系客人收取第二次發(fā)貨費(fèi)用?？梢?/p>

41、到線(xiàn)上物流查詢(xún)發(fā)貨費(fèi)用。1.妥投的訂單。 提交跟蹤信息妥投記錄截圖，如果糾紛已經(jīng)提交平臺(tái)仲裁了，關(guān)注平臺(tái)通知即可。2.在途中的包裹，定期關(guān)注糾紛訂單物流更新，及時(shí)通知客人并在發(fā)送信息時(shí)附帶跟蹤信息截圖。也便于以后自己查看。未到貨，未開(kāi)糾紛，無(wú)目的國(guó)信息Dear friend,The package is shipped out 日期, It have arrived in your country.The international shipment normally takes about 30 to 60 days for delivery to your country via Chin

42、a post air mail. Sometimes it may be delayed due to bad weather, slow customs clearance.I have extended the purchase protection time for you by 40 days. Would you please wait for some more days for its arrival?You can also contact your local nearest post office to check with the shipment number RF07

43、7261869CN.If the package does not arrive to you in about 30 days, I will refund or to resend the package to you according to your need.Wait for your reply.Best regards,Fiona查詢(xún)買(mǎi)家訂單記錄，包裹顯示已經(jīng)離開(kāi)目的國(guó)家封發(fā)退回了。告知買(mǎi)家我們可以重發(fā)，請(qǐng)他提供給我們正確的發(fā)貨地址，和聯(lián)系電話(huà)Dear friend，The shipment information shows the package has been retur

44、ned by your post office. It has arrived the import exchange （地點(diǎn)，日期）. But no one claims the package. After 1 month, the post office returned it back.（具體情況）I am willing to resend it to you. Please recheck the shipping address and confirm me the correct detailed address with correct phone number.I will

45、 arrange our warehouse to send a new package to you.Wait for your reply.署名3.2、已收貨有問(wèn)題 發(fā)錯(cuò)顏色，尺碼，有瑕疵，退貨Dear friend,（客戶(hù)取消訂單，并要求退款）I will refund the money to you. please open a dispute for this order, it is a refund request, I will agree and Ali express will refund the money to you.A will refund the money

46、 to you soon. It takes about 7 to 15 business days for the money to show up in your account.Welcome to buy the products next time, if you want buy other product, please tell me in advance, I will check the color or quality more carefully for you.I'm so sorry for cause your inconvenience.For the

47、any further concerns, please feel free to contact us.3.3. 已退款 問(wèn)退款何時(shí)收到的：Dear friend,A will refund the money to you soon. It takes about 7 to 15 business days for the money to show up in your account.(附上退款到賬時(shí)間圖)For the any further concerns, please feel free to contact us.Best wishes署名四、管理評(píng)價(jià)1. 催好評(píng)Dear

48、Valued Customer,  Thank you for shopping on our store - we hopeyou are enjoying your purchase!  Your shopping experience is very important to usand our business. We would like to invite you to leave positive feedback on ourproducts and service. It only takes a moment, and its a g

49、reat way to helpothers make purchases like yours! If you are unsatisfied with any aspect of ourservice, please contact us first so we can try to resolve your problem.  Thank you for your custom, and we look forwardto providing you with the best buying experience again on AliExpress!&#

50、160; Yours sincerely, Seller Name Dear friend,1. The shipment information shows that the package has delivered to you.2. If you received the product and satisfied with it, please give me 5 star feedback. It is important to me and helpful to future buyers.* 5 stars feedback= 5% discoun

51、t for your future orders *The following is instructions for your reference:3. If you have questions with products, size, please take clear photos to show us the problem /measured size.Please do not hesitate to contact me. I will solve for you soon.4. Welcome to our store next time. I'll give you

52、 all 5 stars feedback.Best wishes!署名.2. 聯(lián)系買(mǎi)家修改中差評(píng)3我們用無(wú)憂(yōu)物流發(fā)貨的，買(mǎi)家一段時(shí)間內(nèi)沒(méi)有收到貨，就開(kāi)了糾紛，之后妥投了，買(mǎi)家關(guān)閉了糾紛，但是給了我們一個(gè)差評(píng)。 又無(wú)憂(yōu)物流發(fā)貨的訂單，DSR的物流差評(píng)是平臺(tái)自動(dòng)移除的，但是 產(chǎn)品差評(píng)是不行的。 所以對(duì)于無(wú)憂(yōu)物流接管的糾紛，我們?nèi)匀恍枰I(mǎi)家發(fā)信息，告訴他情況，盡量安撫。 否則即使到貨了，可能也會(huì)因?yàn)槲覀儾焕硭oDSR服務(wù)低分，和產(chǎn)品的差評(píng)2015-12-17 23:23:39(規(guī)定時(shí)間內(nèi)未收到貨開(kāi)糾紛，貨到了后給的差評(píng))Dear friend,I have extended the purchase protection time for you. Your money is safe. Please don't worry.The package is shipped by Aliexpress Standard