跨境電商客戶服務英語 課件 Task 15 接受買家的退貨、退款要求

Chapter3Task

15

EnglishforCross-borderE-commerceCustomerCareRespondtoReturnorRefundRequest1(AcceptClaim)Claim:arequestforasumofmoneythatyoubelieveyouhavearightto,especiallyfromacompany,thegovernment,etc.索款，索賠CONTENTSWhatshouldyoudoifacustomerrequestsareturnorrefund?2.

EmailTemplates-RefundorReturnrequests

Scenario:CustomerInquiry:Subject:ReturnRequestforOrder#12345Hello,Irecentlypurchasedapairofshoesfromyouronlinestore,butunfortunately,theydon'tfitasexpected.Iwouldliketoreturnthemforafullrefund.Couldyoupleaseletmeknowtheprocessforreturningtheitem?OrderNumber:12345Item:XYZRunningShoesOrderDate:April30,2024DeliveryDate:May10,2024Thankyou,EmilyJohnsonCompany:GlobalFootwearObjectives:Attheendofthislesson,youshouldbeabletowriteareplyemailtoreturn/refundrequestsfromyourcustomers.01.Reading

Keywords:1.frustrating:causingyoutofeelannoyedandimpatientbecauseyoucannotdoorachievewhatyouwant.令人懊惱的；令人沮喪的Refundsarefrustrating,butcompletelynormal.2.refine:tomakeasubstancepurebytakingothersubstancesoutofit.精煉；提純；去除雜質(zhì)

toimprovesthbymakingsmallchangestoit.改進；改善；使精煉Youshoulddothisbydeliveringaproductorservicethatpeoplearehappytobuy,andrefiningyourmarketingmessagingtoreachtherightpeople.優(yōu)化3.enforce:to

make

sure

that

people

obeyaparticularlaworrule強制執(zhí)行，強行實施.4.stew:tothinkorworryaboutsth為某事?lián)鷳n，感到不安stewinone’sangerenforceanunreasonable“NoRefunds”Policy

Keywords:5.placatesb:tomakesbfeellessangryaboutsth安撫；平息（怒氣）令人懊惱的；令人沮喪的6.argumentative:apersonwhoisargumentativelikesarguingoroftenstartsarguing好爭論的；愛辯論的

7.suspicious:feelingthatsbhasdonesthwrong,illegalordishonest,withouthavinganyproof感覺可疑的；懷疑的11.outrageous:veryshockingandunacceptable駭人的，無法容忍的12.seamlessly:無縫銜接的8.probe:toaskquestionsinordertofindoutsecretorhiddeninformationaboutsb/sth探究investigate9.insinuate:tosuggestindirectlythatsthunpleasantistrue.暗示，旁敲側(cè)擊地指出（不快的事）10.eventuality:somethingthatmaypossiblyhappen,especiallysthunpleasant(尤指令人不快的）可能發(fā)生的事情，可能出現(xiàn)的結(jié)果。

Phrasesandidioms:1.falloutsideof不屬于

2.irrevocabledamage不可挽回的損失

3.creditcardfraud信用卡欺詐4.Putondetectivehat調(diào)查5.Wiggleyour

way

out逃避責任6.Bend

the

rule靈活調(diào)整規(guī)則CreditCardfraudLet'ssaysomeonestealsanotherperson'screditcardinformation,includingthecardnumber,expirationdate,andsecuritycode.Withthisinformation,thefraudstercanmakeunauthorizedpurchasesonlineorin-person.Theymightusethestolencarddetailstobuyexpensiveitems,giftcards,oreventransferfundstoanotheraccount.Thelegitimatecardholderwouldonlyrealizetheircardhasbeencompromisedwhentheyreceivetheircreditcardstatementwithchargestheydidn'tmake.Thisisacommonexampleofcreditcardfraud,wheresomeoneillegallyusesanotherperson'screditcardinformationforfinancialgain.02.Writing

Template1:AcceptingRefundHi[CustomerName],We’resorrytohearthatyoudidn’tenjoyyourexperienceat[storename].Customerhappinessisimportanttousandwe’rehappytoreviewyourrequesttoreceivearefundfor[productorservice].Refundrequestsusuallytake[numberofdays]toreview.WewillinformyouoncewehavehadachancetoReview/investigateyourcase.Iftherequestisapproved,youcanexpecttherefundtobecompletedwithin30Days.Ifthereisanythingelsewecanhelpyouwith,pleaseletusknow.Best,[Yourcompanyname]

Template2:AcceptingRefundHi[CustomerName],I’veprocessedyourrefund,andyoushouldexpecttoseetheamountre-appearinyourbankaccountinthenextcouplebusinessdays.I’msorrytohearthatyoudidn’tlikeyournewproduct.Icompletelyunderstandthatitisn’tforeveryone.Ifyou’restillonthesearchfortherightchoiceforyou,letmeknow.I’dbehappytotalkyouthroughsomeofourotheroptionsandseeifanyofthemwouldbeagoodfitforyou.Inthemeantime,thankyouforyourtimeAndforgivingusatry.Ihopetoconnectwithyouagaininthenearfuture.Best,[Yourcompanyname]

Template3:AcceptingproductreturnSubjectline:Conrmationof[Product]Return.Dear[CustomerName],Perourconversationon[DateofProductReturnConversation],wehaveprocessedareturnofthe[ProductPurchased].We’redisappointedthisproductdidn’tmeetyourneeds,butcertainlyunderstand.Attachedisashippinglabelyoucanprintandattachtotheitemsothatyoucanshipitbacktousfreeofcharge.Herearethethreesimplestepstofollow:1)Place[Product]backintotheshippingboxitcameinalongwiththeoriginalpackaging.2)Printandattachtheshippinglabel.3)Takeittoyournearestcarrierdrop-offlocation(shippingpartner,andthenearestcarrierdrop-offlocationlink)Assoonaswereceivethereturneditem,wewillissuearefund.Within[**Days](numberofbusinessdaysittakesforthecustomertoreceivearefund),youwillseearefundof[Amount]onyourcreditcard.Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,[Name,Position,Dept