A/在我們每天進入賣家后臺后，我們需要做的很重要的一件事就是及時查看站內(nèi)信版塊信息













B/回復(fù)站內(nèi)信注意事項：




1、請勿在站內(nèi)信中向買家發(fā)送站外聯(lián)系方式；




2、請勿試圖引導買家進行站外交易；




3、請盡量按照買家提問的語種進行回復(fù)，請注意回復(fù)內(nèi)容的禮貌和語氣。




C/站內(nèi)信回復(fù)原則




迅速、誠信、詳細、清晰




D/回復(fù)買家模板舉例說明

1、未付款訂單的催款模板。（請根據(jù)您產(chǎn)品自身特點對描述內(nèi)容進行修改)

Dear xxx

We h**e got your order of XXXXXX。 But it seemsthat the order is still unpaid. If there’s anything I can help with the price,size, etc., please feel free to contact me. After the payment is confirmed, Iwill process the order and ship it out as soon as possible. Thanks!




2、查看到買家付款完成的訂單后，給買家發(fā)送訂單確認郵件并且告知預(yù)計發(fā)貨時間




Hi, xxx,




Thank you for your payment for orders xxxxxxx. We will be di**tching these itemswithin the next 3 days. If you h**e any questions or problems, contact usdirectly for help.




3、填寫了發(fā)貨通知后告知買家當前狀況，（訂單號、發(fā)貨單號、運輸方式和發(fā)貨日期）




Hello, xxx,




We are happy to tell you we h**e di**tched your order! You can track itsprogress with the following tracking number: xxxxxx




You can also track the delivery of your order yourself here: www.xxxxx.com.




It usually takes about 30 days for your order arrive, but as this is theshopping season, the logistics companies are very busy and some orders may takeslightly longer to arrive.




If you h**e any questions or problems, contact us directly for help.




4、超過5天還未更新物流信息，讓買家再等待




Dear xxx,




As we all know, it’s the busiest part of the shopping season and the logisticscompanies are running at maximum capacity.




Your delivery information has not been updated yet, but don’t worry- we will let you know as soon as an update is **ailable.




Thank you for your patience!




5、貨物退回，換物流方式重新給買家發(fā)貨，并延長收貨時間




Hello, xxx,




Due to the overwhelming demand for logistics this shopping season, the originaldi**tch has failed.




Don’t worry! We h**e already di**tched your orderwith a different logistics company. You can track the new delivery of yourorder here: www.xxxxx.com.




We h**e also extended the time period for you to confirm delivery.




If you h**e any questions or problems, contact us directly for help.




6、長時間在途，確認是否收到貨物，減少買家未收到的擔憂

Hello, xxx,




If you h**en’t received your order yet, please don’t worry. We just checked the tracking information and it’s on its way!




Don’t worry about your money or your purchase either – if you do not receive your package, we will resend your order, oryou can apply for a full refund.




If you h**e any questions or problems, contact us directly for help.




7、距離確認收貨超時還有1周，依然未妥投，告知買家物流的大致情況，并且告知買家會給他延長收貨時間，請買家不要提交糾紛




Hello, xxx,




We h**e checked the tracking information and found your package is still intransit. This is due to the overwhelming demand for logistics this shoppingseason.




We h**e also extended the time period for you to confirm delivery.




If you h**e any questions or problems, please contact us directly forassistance, rather than submitting a refund request. We aim to solve allproblems as quickly as possible!




Thanks!




8、客戶投訴產(chǎn)品質(zhì)量有問題(表示歉意，并愿意配合解決問題，承諾下次購買能給予折扣)，請根據(jù)訂單實際情況進行更改。




Dear xxx




I am very sorry to hear about that. Since I did carefully check the order andthe package to make sure everything was in good condition? Before shipping itout, I suppose that the damage might h**e happened during the transportation.But I’m still very sorry for the inconvenience this has brought you. Iguarantee that I will give you more discounts to make this up next time you buyfrom us. Thanks for your understanding.




9、貨物斷貨，推薦類似產(chǎn)品。（建議大家及時把斷貨的商品進行下架）




Dear xxx,




We are very sorry that item you ordered is out of stock at the moment. I willcontact the factory to see when it will be **ailable again. I would like torecommend some other items of similar styles. Hope you like them too. You canclick on the following link to check them out XXXXXX. If there’s anything I canhelp with, please feel free to contact us. Thanks!




10、折扣產(chǎn)品推薦

Dear xxx,




Thanks for your message. Well, if you buy both of the XXXX items, we can offeryou a XXX % discount. Once we confirm your payment, we will ship out the itemsfor you in time.




Please feel free to contact us if you h**e any further questions.




Thanks & Best regards!




11、買家議價（填寫希望買家購買的件數(shù)和您所能提供的折扣）




Dear xxx:




Thank you for taking interests in our item. I’m afraid we can’t offer you thatlow price you bargained as the price we offer has been carefully calculated andour profit margin is already very limited. However, we can offer you a XXX %discount if you purchase more than XXXXpieces in one order. If you h**e anyfurther questions, please let me know. Thanks!




12、向買家推薦新品(圣誕節(jié)/新年等節(jié)日暢銷產(chǎn)品推薦)




Dear xxx,




As Christmas/New year/…… is coming, we found XXXXXXXXXX has a large potentialmarket. Many customers are buying them for resale on ****** or in their retailstores because of its high profit margin. We h**e a large stock of XXXXXXXX.Please click the following link to check them out XXXXXXXXXX. If you order morethan 10 pieces in one order, you can enjoy a wholesale price of XXX. Thanks.




13、貨物在海關(guān)




Hello, xxx,




We h**e checked the tracking information and found your package has now arrivedat your country’s customs agency.




Please let us know as soon as your order arrives at your delivery address.




If your package experiences any delays at customs, please contact them toresolve any problems.




Thanks!




14、貨物已經(jīng)處于簽收狀態(tài)，提醒買家進行確認收貨并且給予好評




Hello, xxx,




The tracking information shows that you h**e received your order! Please makesure your items h**e arrived in good condition and then confirm satisfactorydelivery.




If you are satisfied with your purchase and our service, we will greatlyappreciate it if you give us a five-star feedback and le**e positive commentson your experience with us!




If you h**e any questions or problems, please contact us directly forassistance, rather than submitting a refund request. We aim to solve allproblems as quickly as possible!




Thanks!




好的溝通能減少很多與買家之間不必要的糾紛， 我們需要很好的利用我們的溝通方式，結(jié)合我們客觀的優(yōu)質(zhì)產(chǎn)品和服務(wù)，大力提升交易量以及買家的回頭率。以上模板僅供參考，請結(jié)合具體訂單和情況進行修改使用。