跨境電商實務(wù)英語（第3版）教學(xué)案例

案例1：InquiryandReplyaboutProductQualityYourunastoresellingbabydollsonAliExpress.AbuyernamedLucyfromUSAwasinterestedinoneofthedollsasshowninthefollowingpictureandshewantedtoconfirmthequalityofthebabydoll.Lucy：Hi,howaboutthequalityofthebabydoll?IsitmadefromenvironmentalfriendlymaterialsandtestedbytheNationalQualityControlDepartment?由于跨境電商平臺僅僅提供產(chǎn)品圖片和產(chǎn)品文字描述，買家無法直觀把握產(chǎn)品質(zhì)量，特別是質(zhì)量導(dǎo)向型買家，產(chǎn)品質(zhì)量是他們首要考慮的因素，因此，他們在下單前會就質(zhì)量問題進行咨詢和確認(rèn)。比如，以上案例中的買家Lucy在下單前，就看中的仿真娃娃與賣家進一步溝通，確認(rèn)該產(chǎn)品質(zhì)量完全符合標(biāo)準(zhǔn)。賣家在回復(fù)中應(yīng)如實、友好地回答買家提出的相應(yīng)質(zhì)量疑問，并突出產(chǎn)品的質(zhì)量優(yōu)勢，如使用環(huán)保材料、經(jīng)過質(zhì)檢部門的檢測，或者附上其他買家對質(zhì)量認(rèn)可的留言及生產(chǎn)廠家制作仿真娃娃的流程圖片等等，讓該買家打消顧慮，放心購買?！綞xample】DearLucy,帶有姓名的稱呼語帶有姓名的稱呼語Thankyouforyourinquiry.致謝Iampleasedtoansweryourquestion.表達和傳遞情感的詞句會使原本普通的郵件獨具神韻和魅力。這句通過“我很樂意回答您的問題”有助于密切彼此的關(guān)系。Ourstuffedtoysareofverygoodqualityandobtainedfavorablecommentsfromcustomers.突出產(chǎn)品質(zhì)量優(yōu)勢和客戶好評Weonlyuseenvironmentalfriendlymaterialsandwecanguaranteethatthestuffedtoysarewelluptoallstandards.提供更多相關(guān)的細節(jié)致謝表達和傳遞情感的詞句會使原本普通的郵件獨具神韻和魅力。這句通過“我很樂意回答您的問題”有助于密切彼此的關(guān)系。突出產(chǎn)品質(zhì)量優(yōu)勢和客戶好評提供更多相關(guān)的細節(jié)Ifyouhaveanyquestions,pleasefeelfreetocontactus.友好的結(jié)尾，沒必要使用“Regards”友好的結(jié)尾，沒必要使用“Regards”Name案例2：InquiryandReplyaboutProductMaterialYourunastoresellingLady’shandbagsonAliExpress.Thereareawiderangeofhighqualityhandbagsinyourstore.AbuyernamedMaryfromCanadawasinterestedinoneofthehandbagsasshowninthefollowingpictureandshewantedtoconfirmthematerialofthishandbag.Mary：Hi,thislady'shandbaglooksnice.Isitmadeof100%genuineleather?一些產(chǎn)品，例如包、鞋類往往因材質(zhì)的不同在售價上存在較大的差距。上述詢盤中，買家Mary對于女士手包是否100%真皮材質(zhì)存在一定的擔(dān)憂。為打消買家的顧慮，賣家應(yīng)給予明確回復(fù)，并可以附上已購買該類產(chǎn)品的其他買家評價來進一步加強該買家對于產(chǎn)品材質(zhì)的信任度，爭取訂單成交?！綞xample】HiLucy,郵件中可以使用非正式的問候語郵件中可以使用非正式的問候語Thanksforyourinterestsinouritem.致謝Thishandbagisthebestsellerinourstore.通過提及該產(chǎn)品是店鋪的最暢銷款激發(fā)對方興趣Thehandbagismadeof100%genuineleather.語氣肯定，陳述事實以打消對方的顧慮Don’tworryaboutthematerial.積極的語氣Youcanrefertothefeedbacksfromourbuyers.建議對方參考其他買家評價，巧妙地表明自己對產(chǎn)品材質(zhì)很有信心致謝通過提及該產(chǎn)品是店鋪的最暢銷款激發(fā)對方興趣語氣肯定，陳述事實以打消對方的顧慮積極的語氣建議對方參考其他買家評價，巧妙地表明自己對產(chǎn)品材質(zhì)很有信心Pleasecontactusifyouhaveanyproblems.恰當(dāng)?shù)慕Y(jié)尾恰當(dāng)?shù)慕Y(jié)尾BestRegards,Name案例3：InquiryandReplyaboutProductSpecificationYourunastoresellingwomen’swearonAmazon.AbuyernamedCathyfromFrancewasinterestedinafashionabledressasshowninthefollowingpicture.However,shedidn’tknowwhichsizetochoose.Cathy：Hi,Iwanttobuythisdressfromyourstore.Wouldyoupleasehelpmechoosethesizeforbust35inches,waist29inchesandhip38inches?Thankyou.一些跨境電商賣家出售的服裝或鞋類產(chǎn)品為本國內(nèi)銷產(chǎn)品，在尺碼的設(shè)置上與國外不同。由于尺碼標(biāo)準(zhǔn)不同引起的退換貨以及糾紛屢見不鮮。賣家應(yīng)詳細解釋產(chǎn)品尺碼的選擇，并根據(jù)買家提供的信息，進行合適尺碼推薦。【Example】DearTurner,Thankyouforyourinterestinouritem.致謝WeofferfourdifferentsizesXX-Small,X-Small,SmallandMedium.詳細解釋可供選擇的尺碼Accordingtotheinformationyouoffered,wesuggestyouchoosesizeSmall.根據(jù)買家提供的尺寸，推薦合適的尺碼Pleaseallow1-2cmerrorsduetomanualmeasurement.為避免糾紛，賣家懇請買家理解，因為手工測量可能會產(chǎn)生1-2厘米的誤差WehavetheSsizeinstockandwewillshipitwithin24hoursonceyouplaceanorder.保證產(chǎn)品的供應(yīng)和發(fā)貨，積極爭取該訂單致謝詳細解釋可供選擇的尺碼根據(jù)買家提供的尺寸，推薦合適的尺碼為避免糾紛，賣家懇請買家理解，因為手工測量可能會產(chǎn)生1-2厘米的誤差保證產(chǎn)品的供應(yīng)和發(fā)貨，積極爭取該訂單Pleasecontactusifyouhaveanyquestions.友好的結(jié)尾友好的結(jié)尾Name案例4：InquiryandReplyaboutProductFeaturesYourunastoresellingvasesonAliExpress.AbuyernamedMarkfromUSAwasattractedbytheuniquedesignofthevaseasshowninthefollowingpicture.However,hewasnotinterestedinthecolorprovided.Nowheisaskingwhetherbluevaseisavailable.Mark：Hi,doyouhavethissofainbluecolor?Thankyou.每位買家都對顏色有不同的喜好。上述買家中意藍色的花瓶，但賣家提供顏色的備選項里只有米黃色和白色。為了挽留該買家，賣家推薦的方案是如果買家愿意多等待5-7天，可以為其私人定制花瓶。產(chǎn)品的定制服務(wù)是產(chǎn)品銷售的一大亮點，對于提升買家購物體驗有非常重要的意義?！綞xample】HelloMark,恰當(dāng)?shù)拈_頭恰當(dāng)?shù)拈_頭Thankyouforyourinquiry.致謝Thevaseyouareinterestedinonlycomesinbeigeandwhiteinstock.句子簡潔，沒有冗言贅語Ifyouwantthebluecolor,wecancustomizeitforyou.表示可以提供定制服務(wù)Butyouhavetowait5-7moredays.說明定制需要再等4-7天，以免日后因延期收貨引發(fā)不必要的糾紛Couldyoupleaseconsideraboutit?積極提議對方考慮，表達誠意致謝句子簡潔，沒有冗言贅語表示可以提供定制服務(wù)說明定制需要再等4-7天，以免日后因延期收貨引發(fā)不必要的糾紛積極提議對方考慮，表達誠意Hopetohearfromyousoon.結(jié)尾熱情友好結(jié)尾熱情友好Name案例5：InquiryandReplyaboutProductPriceYouareawholesaleselleronDHgate.AbuyernamedAbbyfromAustraliawasinterestedinthehairpinasshowninthefollowingpictureandshewantedtoknowthewholesaleprice.Abby：Hi,seller,What’sthewholesalepriceofthishairpin?當(dāng)賣家收到買家關(guān)于批發(fā)價的詢問時，回復(fù)函應(yīng)包含感謝買家詢價、希望與買家建立業(yè)務(wù)關(guān)系、給予報價等內(nèi)容。對于潛在批發(fā)客戶的咨詢，賣家一定要抓住機會，盡可能全面地提供相關(guān)信息，并表達愿意為買家服務(wù)并建立業(yè)務(wù)關(guān)系的愿望?！綞xample】HiAbby,Thankyouforyouremail.致謝Wevaluethechancetodobusinesswithyou.積極的表述致謝積極的表述Thewholesalepriceofthistypeofhairpinyouareinterestedinis$3ifyourorderisnotlessthan200pieces.說明批發(fā)價Wewillbepleasedtogiveyoua10%discountifyourorderexceeds300pieces.進一步說明折扣說明批發(fā)價進一步說明折扣Duringpastmonths,wehavesuppliedthistypetodealersinseveralcountries.談?wù)摦a(chǎn)品的受歡迎程度Wehavealreadyreceivedrepeatordersfrommanyofthosedealers.Thistypeispopularnotonlybecauseofitshighqualitybutalsobecauseitslightweight.提及追加訂貨，強調(diào)產(chǎn)品優(yōu)勢談?wù)摦a(chǎn)品的受歡迎程度提及追加訂貨，強調(diào)產(chǎn)品優(yōu)勢Welookforwardtoreceivingyourordersoon.友好的結(jié)尾友好的結(jié)尾Name案例6：PriceNegotiationYourunastoresellingyogamatonAliExpress.Alice,anAmericanbuyer,showedherinterestinthisyogamat,butshethoughtthepricewasonthehighsideandwantedtoreducethepriceby10%-15%.Hi,

Iaminterestedinyouryogamat,butIfindyourpriceisonthehighside.Informationindicatesthattheyogamatsavailableatpresentprovidedbysomeothersellersaresoldatalevelabout10%-15%lowerthanyours.Couldyoupleaseconsiderreducingthepricetothislevel?Ifyoucould,wemightbeabletoorder200pieces.AliceDeclinethePriceReduction:賣家雖然很想爭取該買家的訂單，但瑜伽墊的利潤空間有限，因此賣家拒絕在價格上做出讓步。對于部分利潤空間有限的產(chǎn)品，賣家在拒絕降價時，應(yīng)注意措辭，可以多使用“regret”、“sorry”等詞，并努力通過產(chǎn)品質(zhì)量優(yōu)勢、同類產(chǎn)品價格優(yōu)勢或信譽保證來爭取訂單?！綞xample】DearAlice,

Weappreciateyourinterestinourproduct.致謝Althoughweareanxioustodobusinesswithyou,wearesorrytosaythatitisimpossibleforustoallowthereductionyouaskedfor.答復(fù)對方的降價詢問并致歉Consideringthequalityofourproducts,farsuperiortothoseofotheronlineshops,thispriceisinfactveryreasonableandquiterealistic.巧妙地拒絕了對方提出的降價要求，強調(diào)產(chǎn)品質(zhì)量和品質(zhì)Meanwhile,weofferfreepackageandstring.說明額外提供的免費包裝和跳繩以獲得買家好感Weregret,therefore,thatwecan’tmakeanyfurtherconcession.再次表達歉意Thankyouagainforyourinterestinourproducts.再次表達感謝，有助于增進好感致謝答復(fù)對方的降價詢問并致歉巧妙地拒絕了對方提出的降價要求，強調(diào)產(chǎn)品質(zhì)量和品質(zhì)說明額外提供的免費包裝和跳繩以獲得買家好感再次表達歉意再次表達感謝，有助于增進好感Wearelookingforwardtoyourreply.恰當(dāng)?shù)慕Y(jié)尾恰當(dāng)?shù)慕Y(jié)尾NameAcceptthePriceReduction:賣家雖然知道降價會讓產(chǎn)品的利潤空間更小，但是為了爭取大訂單并與買家建立長期的業(yè)務(wù)關(guān)系，賣家同意給買家9折優(yōu)惠，條件是訂單量超過200件?！綞xample】DearAlice,

Thankyouverymuchforyourinterestinourproducts.致謝Infact,theprofitmarginfortheyogamatissolowthatanypricereductionwouldmakebusinesstransactionpointless.答復(fù)對方關(guān)于價格過高的疑慮However,consideringourexpectationofestablishingalongtermbusinessrelationshipwithyou,wearepreparedtoofferyouaspecialdiscountof10%onafirstorderexceeding200pieces.考慮到長遠的合作關(guān)系，新客戶的首筆訂單給予特殊折扣致謝答復(fù)對方關(guān)于價格過高的疑慮考慮到長遠的合作關(guān)系，新客戶的首筆訂單給予特殊折扣Wearelookingforwardtoyourorderandwetrustourmutualeffortswillleadtoprosperousbusiness.積極的結(jié)尾，表達希望合作的愿望積極的結(jié)尾，表達希望合作的愿望Yourssincerely案例7：InquiryandReplyaboutPaymentProcessCaseAnalysis1：YouareaselleronAliExpresssellingmasks.AbuyernamedEmilywantedtobuyone,butshewasunfamiliarwiththepaymentprocess.Emily：IaminterestedinyourmaskandIwanttobuyone.Couldyoupleaseassistmeinhowtopayforit?在日常的跨境電商交易中，賣家經(jīng)常會遇到一些買家因不熟悉支付方式、不了解支付流程進行咨詢。賣家應(yīng)給予其專業(yè)的回復(fù)，及時幫助買家完成訂單支付?！綞xample】HiEmily,

Thankyouforyourinterestinourmasks.致謝Youcanselecttheorderandclickthe“PayNow”button.Chooseyourpreferredpaymentmethodonthecheckoutpage.答復(fù)有關(guān)支付流程的問題TheplatformsupportsVisa,

Mastercard,

MaestroDebitCard,

WesternUnion,

andwritetransferviabanks.關(guān)于支付方式的細節(jié)內(nèi)容致謝答復(fù)有關(guān)支付流程的問題關(guān)于支付方式的細節(jié)內(nèi)容Lookingforwardtohearingfromyousoon.友好的結(jié)尾，沒有必要使用“Regards”友好的結(jié)尾，沒有必要使用“Regards”NameCaseAnalysis2：Yourunastoresellingchildren’stoysonAliExpress.AcustomernamedHelenwantedtobuysometoysfromyourstore,butshedidn’tknowhowtoplaceoneorderfortheseitems.Helen:Iamimpressedbythechildren’stoyssuppliedinyourstore.IwanttobuyaBarbiedoll,acontrolcarandawatergun.ButIdon’tknowhowtoplaceoneorderfortheseitems.Wouldyoupleasetellmehowtodo?多個訂單合并支付是跨境電商平臺交易中的常見現(xiàn)象，賣家應(yīng)引導(dǎo)買家進行正確的操作，先把感興趣的產(chǎn)品放入購物車，點擊“購買”，提醒買家先不要立即付款，等待賣家更改價格，刷新頁面后繼續(xù)完成支付?！綞xample】DearHelen,

Thankyouforyourinterestinourchildren’stoys.致謝Ourtoysareexcellentinqualityandlowinprice.通過提及產(chǎn)品品質(zhì)和價格優(yōu)勢激發(fā)對方興趣致謝通過提及產(chǎn)品品質(zhì)和價格優(yōu)勢激發(fā)對方興趣Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick“AddtoCart”button,then“BuyNow”button,andcheckyouraddressandorderdetailscarefullybeforeclicking“submit”button.Afterthat,pleaseinformme,andIwillcutdownthepricetoUSDxxx.Thenyoucanrefreshthepagetocontinueyourpayment.針對合并支付問題，給予買家詳細且專業(yè)的解答針對合并支付問題，給予買家詳細且專業(yè)的解答Iampleasedtoansweranyquestionsyoumayhave.非常積極的結(jié)尾非常積極的結(jié)尾BestWishes,用“BestWishes”而沒有用“用“BestWishes”而沒有用“Regards”Name案例8：InquiryandReplyaboutPaymentFailureYouareaselleronAliExpresssellingvariousbeautifulhats.AbuyernamedTinawantedtobuyoneasshowninthefollowingpicture.Shefailedtopaytheorderalthoughshehadtriedforseveraltimes.Tina：Iwanttobuyahatfromyourstore.IamreadytopayandIhavetrieditforseveraltimes,butfailed.Iamreallyconfused.訂單支付失敗的原因有多種，比如，密碼輸入錯誤，未收到驗證碼，信用卡余額不足等。賣家收到買家訂單支付失敗的求助消息后，可以列舉一些可能導(dǎo)致支付失敗的原因來幫助買家順利完成支付，爭取訂單。賣家用心的服務(wù)是打動買家并樹立良好口碑的關(guān)鍵?！綞xample】DearTina，Thankyouforyourinterestinourproducts.致謝Ifyourpaymentfortheorderhasfailed,pleasecheckitisnotduetothefollowingsituations:cardsecuritycodefailed;insufficientfund;exceedlimit;the3-Dsecuritycodefailed;verificationfailed.提供導(dǎo)致訂單支付失敗的具體原因致謝提供導(dǎo)致訂單支付失敗的具體原因Pleasefeelfreetocontactmeifyouhaveanyfurtherquestions.恰當(dāng)?shù)慕Y(jié)尾恰當(dāng)?shù)慕Y(jié)尾Name案例9：LeaveaMessagetoUnpaidCustomers針對部分已下單卻未付款的客戶，賣家應(yīng)及時跟進并了解客戶未付款的原因。用專業(yè)的素養(yǎng)和誠懇的態(tài)度打消客戶的種種猶豫。CaseAnalysis1：Ifthecustomerthinksthepriceistoohighandhesitatestopay,thesellercanadjustthepriceappropriately.Pleasenotethatwhenadjustingtheprice,thesellerhadbettergiveanappropriatereason.Forexample,thepriceadjustmentisonlyvalidfor3days.【Example】Dearxxx,

Thankyouforyourorder.致謝Pleasenotethatthereareonly3dayslefttoget10%offbymakingpayment.以優(yōu)惠只剩3天為由刺激買家下單Theearlieryoupay,thesoonerwewillshiptheproducttoyou.Besides,Iwillsendyouagifttoshowmyappreciation.積極的表述致謝以優(yōu)惠只剩3天為由刺激買家下單積極的表述Ifyouhaveanyfurtherquestion,pleasefeelfreetocontactwithus.友好的結(jié)尾友好的結(jié)尾NameCaseAnalysis2：Forsomehesitantbuyers,thesellercanremindthebuyertopayassoonaspossiblebecauseofthelackofinventory.【Example】Dearxxx,

Thankyouforyourorder.致謝Wenoticedthatyouhaven’tfinishedthepaymentfortheorderyet.提醒買家未付款Youhaveselectedthebest-sellingproductinourstore.從買方的角度說明情況Wewouldliketoinformyouthatthisproductmanybesoldoutsoonsinceitisverypopularforitsfashionabledesignandcompetitiveprice.通過提及產(chǎn)品優(yōu)勢和受歡迎程度激發(fā)對方興趣致謝提醒買家未付款從買方的角度說明情況通過提及產(chǎn)品優(yōu)勢和受歡迎程度激發(fā)對方興趣Wewilldeliveryourorderwithin24hoursonceyourpaymentisconfirmed.承諾發(fā)貨時間承諾發(fā)貨時間Ifyouhaveanyquestions,pleasefeelfreetoletusknow.友好的結(jié)尾友好的結(jié)尾Yoursfaithfully案例10：InquiryandReplyaboutProductPackagingCaseAnalysis1：YourrunastoresellinghandmadecarpetsonDHgate.AbuyernamedLindashowedhergreatinterestinthecarpetasshowninthefollowingpictureandshewantedtoconfirmthepackageofthiscarpet.Linda：Severalofmyfriendshaverecentlyexpressedaninterestinyourhandmadecarpets.Howwouldyouwrapthecarpetfornotdamagingduringthetransportation?收到該買家關(guān)于手工地毯如何在運輸途中不受損壞的詢問后，賣家應(yīng)對地毯的包裝方式進行專業(yè)的精細解答。在實際工作中，為了能更直觀地向買家展示包裝方式和包裝材料，賣家除了撰寫文字說明，還可以通過拍攝照片，進而制作成一個簡單清晰的包裝流程說明圖示，這樣可以給買家留下用心經(jīng)營的好印象。【Example】DearLinda,Thankyouforyourinquiryaboutthepackage.致謝Ourcarpetwillbefirstwrappedinheavyoiledwaterproofpaperandtheninadoublethicknessofjutecanvas.Afterthat,thecarpetsaretobepackedintin-linedcases.提供詳細的包裝細節(jié)Wecanassureyouthatthecarpetscangetenoughprotectionduringthetransportation.進一步保證產(chǎn)品的包裝質(zhì)量，讓買家放心致謝提供詳細的包裝細節(jié)進一步保證產(chǎn)品的包裝質(zhì)量，讓買家放心Ilookforwardtohearingfromyousoon.積極的結(jié)尾積極的結(jié)尾BestWishes，NameCaseAnalysis2：YourunajewelrystoreonAliExpress.AbuyernamedWillwantedtobuyanemeraldringforhermother.Hesentyouanemailtoconfirmthepacking.Will:Hi,Iwanttobuyanemeraldringformymom’sbirthday.Doyouhavethisoneinstock?Howaboutthepackage?Iwanttheoutpackingoftheemeraldtobeveryattractiveanddelicate.賣家應(yīng)盡可能滿足買家在節(jié)假日、紀(jì)念日等購物時對產(chǎn)品包裝的特殊要求，能極大提升買家的購物體驗?！綞xample】DearWill,Youreallyhaveagoodtaste.Theemeraldisverypopularinourstoreandwehaveitinstock.從買家的角度肯定產(chǎn)品的受歡迎程度Theouterpackingoftheemeraldisappealinganddelicate.Youmayrefertothecommentsfromothercustomers.肯定產(chǎn)品的包裝是精美的，這一點可以從其他買家的評價中體現(xiàn)Sinceitisforyourmom’sbirthday,wewillattachabeautifulbirthdaycardtoit.考慮到產(chǎn)品是作為該買家母親的生日禮物，賣家貼心地附上一張生日卡以表祝福從買家的角度肯定產(chǎn)品的受歡迎程度肯定產(chǎn)品的包裝是精美的，這一點可以從其他買家的評價中體現(xiàn)考慮到產(chǎn)品是作為該買家母親的生日禮物，賣家貼心地附上一張生日卡以表祝福Ifyouhaveanyotherspecialrequirements,wewilltryourbesttomeetyourneeds.承諾如果買家還有其他特殊要求，一定盡力滿足承諾如果買家還有其他特殊要求，一定盡力滿足BestWishes,Name案例11：InquiryandReplyaboutLogisticsMethodsYourunastoresellingshoesonAliExpress.AbuyernamedKittyfromAmericawantedtobuy10pairsofshoesfromyourstore.ShesentanemailtoaskwhethershecouldchooseePackettodeliverheritems.國際e郵寶是中國郵政為適應(yīng)國際電子商務(wù)寄遞市場的需要，為中國電商賣家量身定制的一款全新經(jīng)濟型國際郵遞產(chǎn)品，是針對輕小件物品的空郵產(chǎn)品，要求商品單件最高限重2kg。當(dāng)買家購買多個產(chǎn)品，導(dǎo)致訂單超過2kg時就無法使用國際e郵寶。此時，賣家可以建議買家使用其他物流產(chǎn)品，或者將一個大訂單拆分成若干個小于2kg的訂單?！綞xample】DearKitty,Iamsorrytoinformyouthatthefreeshippingforyouritemisunavailablesincethefreeshippingserviceisonlyforthepackageweighinglessthan2kgwhichcanbeshippedbyChinaPostAirMail.However,thetotalweightoftheitemsyouwouldliketopurchaseismorethan2kg.表達歉意并說明具體原因表達歉意并說明具體原因Youcaneitherchooseotherlogisticproducts,suchasUPSorDHL(whichwillcostmore,butmuchfaster)oryoucanplacetheordersseparately,ensuringeachorderweighslessthan2kg.Ifyoutakethelattersuggestion,youcanenjoythefreeshippingservice.給予買家更多的物流選擇，提供更多細節(jié)，專業(yè)且周到給予買家更多的物流選擇，提供更多細節(jié)，專業(yè)且周到Thankyouforyourunderstanding.禮貌的結(jié)尾禮貌的結(jié)尾BestWishes,Name案例12：InquiryandReplyaboutDeliveryTimeYourunastoresellingwatchesonAliExpress.AbuyernamedLarafromItalywasinterestedinoneofthewatchesasshowninthefollowingpicture.Shesentyouanemailtoconfirmthereceipttime.Lara：WouldyoupleasetellmewhenIcangetmypackageifIbuysomeitemsfromyourstore?Thankyou.賣家在收到買家關(guān)于收獲時間的詢問后，應(yīng)告知買家不同物流產(chǎn)品相應(yīng)的到貨時間。根據(jù)買家所在地意大利，如果買家選擇速賣通標(biāo)準(zhǔn)物流可享受包郵服務(wù)，一般在發(fā)貨后29-42天抵達。如果買家選擇e郵寶，需額外支付1.89美元物流費用，一般在發(fā)貨后20-40天抵達?！綞xample】HiKitty,Thankyouforyourinquiryaboutthedeliverytime.致謝WeofferfreeshippingtoyourcountrybyAliExpressStandardShipping.Itusuallytakes29-42daystoreachyourcountry.IfyouchooseePacket,youneedtopay$1.89fortheshippingfee.Itusuallytakes20-40daystoreachyourcountrybyePacket.答復(fù)相關(guān)物流產(chǎn)品的到貨時間Ifyouneedtheitemurgently,wealsoofferthefollowingexpressshippingoptions:UPS,FedEx,DHL,TNT,EMS,andTOLL.提供給買家更多的物流選擇致謝答復(fù)相關(guān)物流產(chǎn)品的到貨時間提供給買家更多的物流選擇Pleaseletmeknowifyouhaveanyfurtherquestions.友好的結(jié)尾友好的結(jié)尾BestWishes，Name案例13：InquiryandReplyaboutShippingFeeCaseAnalysis1：YourunastoresellingjeansonAliExpress.AbuyernamedEmilyshowedherinterestinonepairofthejeans,andshewantedtoknowtheshippingfee.Emily：Hi,Iwanttobuyapairofjeans,howmuchdoesitcosttoshiptomycountry?在跨境電商平臺，運費也是買家十分關(guān)心的問題。賣家應(yīng)就運費問題給予耐心回復(fù)和詳細說明，讓買家對運費的設(shè)置一目了然。【Example】Dearfriend,Thankyouforyourinquiry.致謝致謝Packagelessthan2kgwillbeshippedbyChinaPostRegisteredAirMail.說明物流方式Thefreeshippingcountriesareasfollowing:Australia;Brazil;Canada;Italy;Spain;Malaysia;France;Russia;Sweden;Norway;Japan;Thailand;Poland;SouthKorea;Austria;Germany;Denmark;Singapore.Othercountriesandpackageover2kg,buyershavetoaffordentireshippingcost.提供物流費用的詳細信息YoucanchooseDHLifyouneedtheitemurgently,however,youhavetoafford$46.38fortheshippingfee.提供更多選擇說明物流方式提供物流費用的詳細信息提供更多選擇Pleaseletmeknowifyouhaveanyfurtherquestions.友好的結(jié)尾友好的結(jié)尾NameCaseAnalysis2：YourunastoresellingjeansonAliExpress.AbuyernamedWilsonfromThailandshowedhisinterestinpurchasingapairofjeansfromyourstore,andhewantedtoknowwhetherheshouldpayforthecustomsorimporttaxes.Wilson:ShouldIpayforthecustomsandimporttaxeswhenthegoodsarriveatmycountry?Thankyou.大多數(shù)的國家不會對量少低價的產(chǎn)品收取額外的費用，但建議買家最好先去了解一下所在國的海關(guān)政策，并說明如果有任何額外的海關(guān)稅費，需要買家自己承擔(dān)，以免因額外的關(guān)稅引起不必要的糾紛?！綞xample】Dearfriend,Thankyouforyourinquiryaboutthecustomsandimporttaxes.致謝致謝Inmostcountries,itwillnotcauseanyextraexpenseonthebuyerforsmallorlow-costitems.說明情況Butyou’dbetterconsultyourlocalcustomsofficetocheckifyourorderwillincuradditionalimportduties,taxesorothercustomsrelatedcharges.站在對方角度給出合理建議Wearenotresponsiblefordelaysoradditionalcostscausedbythecustomsofficeinyourcountry.Thankyouforyourunderstanding.為避免糾紛，提出不承擔(dān)因關(guān)稅或海關(guān)滯留貨物導(dǎo)致延誤的責(zé)任，措辭合理說明情況站在對方角度給出合理建議為避免糾紛，提出不承擔(dān)因關(guān)稅或海關(guān)滯留貨物導(dǎo)致延誤的責(zé)任，措辭合理Wehopetohearfromyousoon.積極的結(jié)尾積極的結(jié)尾BestWishes,Name案例14：InquiryandReplyaboutLogisticsStatusCaseAnalysis1：YourunastoresellingsocksonAliExpress.AbuyernamedNellyfromPolandplacedanorderwithyou.However,shewasunabletotrackthelogisticsinformationandfeltworriedNelly：Hi,Iordered50dozensocksonJuly12thundertheordernumberxxxxxx.ButIcan’ttrackthepackage.Why?當(dāng)買家查不到包裹信息的時候，會產(chǎn)生焦慮的情緒。賣家應(yīng)及時溝通，告知買家包裹運單號和物流查詢網(wǎng)站，以便買家及時獲取最新的物流信息?！綞xample】DearNelly,Don’tworry.安撫對方情緒IhaveinquiredAliExpressStandardShippingandtheytoldmethatthetrackingnumberisxxxxxx.Thetrackingwebis:.Youcanloginthewebsite,inputthetrackingnumberandviewitsupdatedshippingstatusontheweb.答復(fù)對方關(guān)于物流信息的詢問安撫對方情緒答復(fù)對方關(guān)于物流信息的詢問Ourafter-saleservicedepartmentwillalsokeeptrackingitandsendmessagetoyouwhenthereisanydelayinshipping.提供更周到的服務(wù)提供更周到的服務(wù)BestWishes,NameCaseAnalysis2：Inordertogivethebuyerabettershoppingexperience,thesellershouldtaketheinitiativetotrackthepackageandinformthebuyeroftheshipmentprogresstimely.【Example】DearSir/Madam,Thankyouforshoppinginourstore.致謝Iamsendingthismessagetoupdatethestatusofyourparcel.YourparcelwashandedtocustomsonOctober26th.Thetrackingnumberisxxxxxx.Thetrackingwebis:.主動跟進包裹實時狀態(tài)致謝主動跟進包裹實時狀態(tài)Youwillgetyourparcelinthenearfuture.Wehopeyouwilllikeit.積極的表述積極的表述BestWishes,Name案例15：ComplaintandReplyaboutProductQualityYourunastoresellingmicrowaveovenonAliExpress.AbuyernamedAndrewfoundthattheitemhereceiveddidn’twork.Heemailedyouandwantedtosolvethisproblem.Andrew:IhavereceivedthemicrowaveoventhatIboughtfromyourstoreonDecember1st.WhenIunpackedthemicrowaveovenandtriedtouseit,Ifounditdidn’twork.Inviewofthisinconveniencethatthishascaused,Ifeelyoushouldgivemeareplacementorafullrefund.如果買家收到的貨物有質(zhì)量問題，買家有權(quán)將貨物退回，并由賣家承擔(dān)運費。因此，賣家在發(fā)貨前務(wù)必對貨物進行充分的檢測，若發(fā)現(xiàn)產(chǎn)品有質(zhì)量問題應(yīng)及時聯(lián)系廠家或上游供應(yīng)商進行更換，避免因質(zhì)量問題產(chǎn)生糾紛而造成退換貨，畢竟跨境電商交易中退換貨的運輸成本是極高的?！綞xample】DearMr.Andrew稱呼買家的姓名,稱呼買家的姓名ThankyouforyouremaildatedDecember2nd.Weareverysorrytohearthatyourrecentpurchaseofourmicrowaveovendidn’tworkwell.Idoapologizeforthis,andamgladyoubroughtittomyattention.感謝買家，同時道歉感謝買家，同時道歉Sincewedidcarefullychecktheorderandthepackagetomakesureeverythingwasingoodconditionbeforeweshippeditout,wesupposethatthedamagemighthappenduringthetransportation.Anyway,theresponsibilitylieswithus.告訴買家你們?yōu)榇_保質(zhì)量做出了不懈努力，解釋導(dǎo)致?lián)p壞的可能原因并承擔(dān)相應(yīng)責(zé)任告訴買家你們?yōu)榇_保質(zhì)量做出了不懈努力，解釋導(dǎo)致?lián)p壞的可能原因并承擔(dān)相應(yīng)責(zé)任Willyoupleasekindlyreturnthemicrowaveoventous?Wewillsendyouanewoneimmediatelywhenwereceiveitandreimburseyouforthecostofpostage.Ifyoudon’twanttowaitanylonger,wewillrefundallyourmoneyandgiveyouabigdiscountfornextpurchase.說明采取的措施和接下來的解決措施說明采取的措施和接下來的解決措施Thanksforyourunderstanding.友好的結(jié)尾友好的結(jié)尾YoursSincerely,Name案例16：ComplainandReplyaboutProductDiscrepancyCaseAnalysis1：MaterialDifferenceYourunastoresellingman’sclothingonAliExpress.AbuyernamedMikefromCanadaboughtanovercoatfromyourstoreseveraldaysago.Whenhereceivedtheitem,hefoundthatthematerialwasnotconsistentwiththedescription.Mike：IorderedanovercoatundermyordernumberxxxxxxonJuly20th.Whenopeningtheparcelreceivedthismorning,Ifoundthattheovercoatismadeof97%cottonand3%spandexinsteadof100%wool.Thematerialistotallydifferentfromwhatyousaid.Iamverydisappointedwithmypurchase.Ilookforwardtoyourpromptreply.買家Mike顯然對購買的大衣出現(xiàn)材質(zhì)不符感到非常失望。賣家在安撫買家的同時應(yīng)承認(rèn)自身的錯誤，同時應(yīng)給出令人信服的理由，并做出相應(yīng)的補償，讓買家能真切感受到賣家解決問題的誠懇態(tài)度。【Example】DearMik,Thanksforyouremail,andIquiteunderstandyourannoyanceatfindingthematerialoftheovercoatyoureceivednotuptotheonewepromisedbefore.感謝并對買家不滿表示理解感謝并對買家不滿表示理解Fromwhatyousayitseemspossiblethatthemistakehasbeenmadeinthedeliveryoftheovercoatsincewehaveanotherovercoatwhichlooksexactlythesameasyoursbutmadeofdifferentmaterial.解釋出錯的原因解釋出錯的原因Wefeelsosorryfortheinconveniencewebroughttoyou.Wewillsendyoutherightonewithinthreedaysandourbest-sellingscarfasagifttoexpressourapology.說明為解決此事而采取的具體措施說明為解決此事而采取的具體措施Onceagain,pleaseacceptmyapologiesforthismistakeandtheinconvenience.以致歉結(jié)尾以致歉結(jié)尾Yourssincerely,NameCaseAnalysis2：ColorDifferenceYourunanonlineshopsellingtablelampsonAliExpress.AbuyernamedDeanboughtabluetablelampfromyourstoreseveraldaysago.Whenhereceivedtheitem,hefoundthatthecolorwasnotcompatiblewithwhatheordered.Dean:Iorderedabluetablelampwitha

white

lampshadeonAugust10thundermyordernumberxxxxxx.OnopeningtheparcelIfoundthatthetablelampisyellow.HereisthepictureabouttheitemIhavereceived.Ihopetohearfromyousoon.在上述投訴中，買家Dean采用上傳產(chǎn)品圖片的方式證明該產(chǎn)品顏色不符。賣家應(yīng)就此事進行積極溝通，并提出合理的解決方案。雖然問題在于賣家，但若能體貼周到地處理買家投訴也有助于賣家樹立良好的形象?！綞xample】DearDean,Iamsorrytolearnfromyouremailthatyoureceivedawrongitem.確認(rèn)收到來信，并對發(fā)錯貨物表示歉意確認(rèn)收到來信，并對發(fā)錯貨物表示歉意Wearesosorryfortheinconveniencewebroughttoyou.Ithardlyhappensaswehaveadedicatedpackageteam.However,Iknownothingisimpossible.Wewillresendyoutherightoneorrefundyourmoneyasyouprefer.Weassureyouwillnotbearanyloss.提出將要采取的措施提出將要采取的措施Wearelookingforwardtoyourconfirmationmessage.得體的結(jié)尾得體的結(jié)尾BestWishes,NameCaseAnalysis3：QuantityDiscrepancyYourunanonlineshopsellingfountainpensonDHgate.AbuyernamedAllenbought2000pensfromyourstore.Whenhereceivedtheitem,hefoundthatheonlyreceived1500pens.DearSirs,Thankyouforyourpromptnessindeliveringthebatchof500pensIorderedonJuly16thundertheordernumberxxxxxx.禮貌的開頭However,1500penswerereceivedinsteadof2000asstatedonourorder.YourcarrierwasunabletoexplaintheshortageandIhavenotreceivedanyexplanationfromyou.投訴的原因禮貌的開頭投訴的原因IstillneedthefullquantitythatIordered,sopleasearrangetodelivertheremaining500bagsurgently.要求采取的措施要求采取的措施Allen針對發(fā)貨數(shù)量不足的投訴，賣家在道歉的同時應(yīng)及時安排補發(fā)貨，并可以因這次貨物短裝給買家?guī)聿槐阕龀鱿鄳?yīng)的補償，得力的補救措施可以很好地平復(fù)買家的不滿?！綞xample】DearAllen,Thankyouforyouremailregardingfaultsintheshortageofthepenssuppliedtoyourordernumberxxxxx.Wedoapologizeforthisandaregladyou’vegivenustheopportunitytoexplain.得體的開頭得體的開頭Wehavearrangedtodelivertheremaining500pensurgentlyandtheextra50penstoexpressoursincerestapologiesfortheinconveniencewebroughttoyou.說明為解決此事而采取的具體措施和相應(yīng)補償說明為解決此事而采取的具體措施和相應(yīng)補償Onceagainwe’resorryforthetrouble,andhopeyouarepleasedwiththegoodswhentheyarereceived.再次表達歉意再次表達歉意BestWishes,NameCaseAnalysis4：ComplaintaboutPackingProblemYouareaselleronAliExpresssellingcarpets.Lewis,anAmericancustomer,boughtacarpetfromyourstore.Whenhereceivedtheitem,hefoundthatthepackinghadbeendamaged.DearSirs,IboughtacarpetfromyourstoreonJune20thundermyordernumberxxxxxx.簡述寫信的原因簡述寫信的原因WhenIreceivedtheitem,Inoticedthatoneoftheouteredgesofthewrappinghadbeenwornthrough,presumablyasaresultoffrictionintransit.WhenItookoffthewrapping,Ifoundthatthecarpetitselfwassoiledandslightlyfrayedattheedge.告知投訴的內(nèi)容，提供更多細節(jié)告知投訴的內(nèi)容，提供更多細節(jié)Inviewoftheconditionofthepresentcarpet,I’dliketoclaimapartialrefundof30%.Ifyoucannotdothis,Ishallhavetoreturnthecarpetforreplacement.提出處理建議提出處理建議Ihopetohearfromyousoon.Lewis針對上述因包裝不當(dāng)導(dǎo)致的買家投訴，賣家向買家致歉的同時，應(yīng)詳細地告訴買家他們采用的包裝方式，以期讓買家理解他們已為確保貨物完好做出了不懈努力。站在買家的立場，賣家可以同意給予買家部分退款，此舉有助于增進買家的好感?！綞xample】DearLewis,Iamsorrytohearthatthiscarpetwasdamagedondelivery.向買家致歉向買家致歉Ourcarpetwasfirstwrappedinheavyoiledwaterproofpaperandtheninadoublethicknessofjutecanvas.Undernormalconditionsthisshouldhavebeenenoughprotection.However,theremightbesomethingunpredictedhappenedduringthedeliveryandcausedtheunwanteddamage.解釋造成問題的原因解釋造成問題的原因Weagreetothepartialrefundof30%whichyousuggest.Ihaveaskedtheaccountingdepartmenttorefundyourcard.Pleaseallow7-10businessdaystoseethecreditreflectedonyourcard’sstatement.同意對方提出的要求同意對方提出的要求Onceagain,ourapologiesforthetroubleandinconveniencethishascausedyou.以致歉結(jié)尾以致歉結(jié)尾Yoursfaithfully,Name案例17：ComplainandReplyaboutLogisticsDelayCaseAnalysis1：YourunastoresellingscootersonAliExpress.Miller,aSingaporecustomer,boughtascooteronOctober3th.Hesentyouanemailtocomplainthathehadn’treceivedtheitemuptonow.DearSirs,Iamgreatlyregrettedthatitisnecessarytocomplainaboutthenon-deliveryoftheproductIboughtfromyourstoreonOctober3th.投訴的原因Inthepreviouscommunication,

theimportanceofpromptdeliveryhasbeenstressed.Failuretoreceivetheproductontimeiscausinggreatinconveniencetome.更進一步的細節(jié)