跨境電商客戶服務(wù)英語 課件 Task 23 退貨、退款常見問題及回答模板

跨境電商客戶服務(wù)英語（第一版）張康

徐俊凌/編著ReturnsandRefundsFAQTemplate退貨、退款常見問題及回答模板

內(nèi)容提要Template#1:CommonReturnsFAQ模板一：通用型退貨常見問題及回答Template#2:CommonRefundsFAQ模板二：通用型退款常見問題及回答【內(nèi)容提要】作為售后環(huán)節(jié)的高頻咨詢內(nèi)容，退貨、退款不僅需要即時咨詢模板（參見任務(wù)15、16），而且需要FAQ頁模板。本任務(wù)針對退貨和退款分別設(shè)計通用模板，并與退貨、退款政策，構(gòu)成對該工作內(nèi)容的完整方案。知識目標(biāo)：理解和掌握退貨、退款通用型模板的構(gòu)成要素。能力目標(biāo)：能夠根據(jù)公司具體國際退貨、退款政策，將模板適用于實際工作。Template#1:CommonReturnsFAQ模板一：通用型退貨常見問題及回答Q:HowdoIknowifmyproductiseligibleforarefundand/or

replacement(替代品)?A:PleasevisittheReturns&RefundsPolicy

(退貨退款政策)page(Link)tocheckifyourproductiseligibleforarefundand/orreplacement.Q:HowlongdoIhavetoinitiate

(發(fā)起)myrequestforarefundorreplacement?A:Youcaninitiateyourrequestforrefundorreplacementwithin7daysofdelivery.Forexample:Ifyoureceivedyourorderonthe5th,thenyouhaveuntilthe12thtorequestareturn.replacement(退換)refund(退款)return(退貨)Q:HowdoIpackmyreturnparceltomakesureitarrivesinadequatecondition?A:Theproductmustbereturnedintheoriginalandundamagedmanufacturerpackaging/box.Iftheproductwasdeliveredinasecondlayerofpackaging,itmustbereturnedinthesameconditionwithreturnshippinglabel

(裝運標(biāo)簽)attached.Donotputtapeorstickersonthemanufacturersbox.Note:Ifaproductisreturnedtousinaninadequatecondition,wereservetherighttosenditbacktoyou.shippinglabel

(裝運標(biāo)簽)Q:WhatcanIdoifmyreturnrequestwasnotaccepted?A:Ifyourreturnrequestdoesnotmeetthe[CompanyName]ReturnsPolicyconditions,youcanclaimyourwarranty

(保修單)(ifany)fromtheauthorizedservicecenter

(授權(quán)服務(wù)中心)ofthebrand.Q:DoIhavetopayforshippingchargeswhenIreturnaproduct?A:Iftherequestmeets[CompanyName]ReturnsPolicy,therearenochargesforshippingaproductbacktous.(保修單)Q:HowcanItrackmyreturn?A:Wewillsendyouregularupdatesaboutthestatusofyourorderviae-mails/SMS/inboxmessage.Afteryourorderhasleftourwarehouseandisonitswaytoyou,youcanalsotrackitsstatusbyenteringyourtrackingnumberon“NeedHelp?”.Q:Howlongwillittaketoreceivemyreplacement?A:Itwilltakebetween5and22daystosendyouthereplacementproduct,dependingonyourlocation.Pleaserefertotheproductpageforfurtherinformationaboutdeliverytime.Q:DoIhavetoreturnallproductsinmyorder?A:No,youdonothavetoreturnyourwholeorder.Itisfinejusttoreturncertainproducts.Q:CanIreturnmyitemsafterthereturnwindowhasexpired

(到期)?A:Sorry,returnsarenotpossibleafterthe*daysreturnperiod.Youcanreachourteamforfurtherquestions24/7under***@***.comIfyouexperienceissuesafterthe[CompanyName]return/exchangeperiodhaselapsed,youcanclaimyourwarranty(ifany)fromtheauthorizedservicecenterofthebrand.A．UnderstandMainIdeas1.Byvisitingwhichpagecancustomerscheckwhethertheirproductsareeligibleforarefundand/orreplacement?Answer:TheReturns&RefundsPolicy

2.Whatifareturnparcelisinaninadequatecondition?Answer:Youreservetherighttosenditbacktothecustomer.3.Whopaysfortheshippingchargeswhenaproductisreturned?Answer:Iftheirrequestsmeetthecompany’sreturnspolicy,therearenochargesforthem.4.Howcanacustomertrackhisreturn?Answer:Sendyourcustomerregularupdatesaboutthestatusofhisorderviaemails/SMS/inboxmessage.Tellyourcustomerhecanalsotrackitsstatusbyenteringthetrackingnumberon‘NeedHelp?’.B.UnderstandDetails:1.Accordingtothepassage,howlongdocustomershavetoinitiatetheirrequestsforarefundorreplacement?A.within5daysB.within7daysC.within10daysD.within15daysKey:B2.Accordingtothepassage,theproductmustbereturned________.A.intheoriginalpackagingB.intheundamagedmanufacturerboxC.withreturnshippinglabelattachedD.alltheaboveKey:D3.Accordingtothepassage,howlongwillittaketoletyourcustomersreceivetheirreplacements?A.between5and15daysB.between15and20daysC.between5and22daysD.between15and25daysKey:CTemplate#2:CommonRefundsFAQ模板二：通用型退款常見問題及回答Q:HowdoIrequestarefund?A:AllrefundrequestsarehandledthroughLinktoRefundPage.Q:HowwillIgetmyrefundandhowlongwillittake?A:PaymentMethodRefundOptionRefundTimePayPalPayPalAccount13-15workingdaysAmazonPayAmazonPayAccount14-15workingdaysDebitorCreditCardDebitorCreditCardPaymentReversal22-23workingdaysQ:DoIalsogetrefundedtheshippingchargeswhenreturningaproduct?A:Yes,therefundedamountwouldalsoincludetheshippingamountyouwerecharged.Q:Myrefundrequestwasdenied.CanIcontestthisdecision

(質(zhì)疑決定；提出異議)?A:Ifyoufeelthattherehasbeenanerrorinthehandlingofyourrefundinquiry,pleasesubmitanotherrequestat***@***.com.Therequestwillbereviewedbyanother[CompanyName]employee.Q:IstherealimittohowmanypurchasesIcanrequestarefundfor?A:Youcansubmitanynumberofrefundrequestsforeligiblepurchases.Ifitappearsthatyouareabusingtherefundsystem,wereservetherighttorevoke

(取消)accesstothisfeature.4.Accordingtothepassage,returnsarenotpossibleafterthe_______daysreturnperiod.A.3B.5C.7D.10Key:C5.Accordingtothepassage,istherealimittoacustomer’snormalrequestsforrefunds?A.Yes,thereis.B.No,thereisn’t.C.I’mnotsureaboutit.D.It’snotmentionedinthepassage.Key:BC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.contestthisdecision,initiate,undamaged,eligible,original,inadequate,abusing,trackingnumber,reservetheright,warehouse,revoke1.PleasevisittheReturns&RefundsPolicy

page(Link)tocheckifyourproductiseligibleforarefundand/orreplacement.2.Youcaninitiateyourrequestforrefundorreplacementwithin7daysofdelivery.3.Theproductmustbereturnedintheoriginalandundamagedmanufacturerpackaging/box.4.Ifaproductisreturnedtousinaninadequatecondition,wereserve

therighttosenditbacktoyou.5.Afteryourorderhasleftourwarehouseandisonitswaytoyou,youcanalsotrackitsstatusbyenteringyourtrackingnumberon‘NeedHelp?’.6.Myrefundrequestwasdenied.CanIcontestthisdecision?7.Ifitappearsthatyouareabusingtherefundsystem,wereservetherighttorevokeaccesstothisfeature.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.請訪問退貨、退款政策頁，以查看您購買的產(chǎn)品是否符合退款或換新要求。(eligiblefor)PleasevisittheReturns&RefundsPolicy

pagetocheckifyourproductiseligibleforarefundand/orreplacement.2.所退商品必須放在未破損的原產(chǎn)包裝中。(originalandundamaged)Theproductmustbereturnedintheoriginalandundamagedmanufacturerpackaging.3.如果您符合本公司退貨政策，那么您不需要支付退貨運費。(charge)Iftherequestmeetsthecompany’sReturnsPolicy,therearenochargesforshippingaproductbacktous4.您不需要退換訂單中所有的產(chǎn)品?？梢灾煌藫Q部分產(chǎn)品。(wholeorder)Youdonothavetoreturnyourwholeorder.Itisfinejusttoreturncertainproducts.E.BuildReturnsFAQPageCreateageneralreturnsFAQpagebasedonthefollowinginformation:Company:B.WITCHINGBATHCO.Returns&RefundsPolicy

page:/articles.asp?id=3ReturnWindow:5daysofdeliveryReturnaddress:174LincolnAve.Hawthorne,NJ07506USAWaytoTracktheReturn:InboxmessageTimetoreceivethereplacement:7-21daysEmail:customerservice@SampleQ:HowdoIknowifmyproductiseligibleforarefundand/orreplacement?A:PleasevisittheReturns&RefundsPolicy

page/articles.asp?id=3tocheckifyourproductiseligibleforarefundand/orreplacement.Q:HowlongdoIhavetoinitiatemyrequestforarefundorreplacement?A:Youcaninitiateyourrequestforrefundorreplacementwithin5daysofdelivery.Forexample:Ifyoureceivedyourorderonthe5th,thenyouhaveuntilthe10thtorequestareturn.Q:HowdoIpackmyreturnparceltomakesureitarrivesinadequatecondition?A:Theproductmustbereturnedintheoriginalandundamagedmanufacturerpackaging.Iftheproductwasdeliveredinasecondlayerofpackaging,itmustbereturnedinthesameconditionwithreturnshippinglabelattached.Donotputtapeorstickersonthemanufacturersbox.Note:

Ifaproductisreturnedtousinaninadequatecondition,wereservetherighttosenditbacktoyou.Q:WhatcanIdoifmyreturnrequestwasnotaccepted?A:IfyourreturnrequestdoesnotmeettheB.WITCHINGBATHCO.ReturnsPolicy

conditions,youcanclaimyourwarranty(ifany)fromtheauthorizedservicecenterofthebrand.Q:DoIhavetopayforshippingchargeswhenIreturnaproduct?A:IftherequestmeetsB.WITCHINGBATHCO.ReturnsPolicy,therearenochargesforshippingaproductbacktous.Q:HowcanIt