客服回復模板

1、編輯：Dylan青島電商匯關(guān)注公眾號： 青島電商匯，獲取跨境電商純干貨跨境電商客服回復模版作者不詳，VIA偉大的互聯(lián)網(wǎng)速賣通客服模版目錄留言模板3模板一（收到訂單后留言）：3模板二(發(fā)貨后留言)：3模板三(客戶30天后仍然沒有收到包裹的留言）：4模板四（貨物到達海關(guān)后，提醒貨運相關(guān)進展）：4模板五（貨物達到郵局）：5模板六（評價時的模板）：5給客戶評價時的模板：5好評客戶留言模板：5中評客戶留言模板：6差評客戶留言模板：6客戶未評價：6模板七（發(fā)錯貨物，漏發(fā)貨及時提醒客戶）：7模板八（推薦訂閱店鋪）：7給新買家推薦：7給老買家推薦：7模板九（論壇推廣模塊）：（速賣通教程鏈接地址）8模板十（節(jié)假

2、日祝福）：8模板十一（對老客戶推銷模板）：8模板十二(客戶抱怨全部是免運費，沒有按指定的運輸方式來發(fā)）：9模板十三（客戶拍買了但是未付款）：9模板十四（說服國際站客戶到速賣通購買的第一封郵件）：9模板十五（客戶拍了但是沒有付款）：10模板十六（客戶留言過失沒有及時回，香港小包無路徑查不到）11模板十七（客戶對材質(zhì)誤會并且提起糾紛并且沒有及時回復）12(投訴）：13投訴中國郵政小包還沒有收到貨13投訴發(fā)貨數(shù)量少15客戶投訴標明快遞免運費結(jié)果不是免運費的(參考訂單）15其它模板：161、當買家光顧你店鋪, 詢問產(chǎn)品信息時：162、鼓勵買家提高定單金額和定單數(shù)量, 提醒買家盡快確認定單163、交易進

3、行中，通知買家去參看物流情況164、當完成交易，您表示感謝，并希望他下次能夠再次回頭時，可參考：175、推廣新產(chǎn)品,給買家推薦自己熱銷的產(chǎn)品。176、貨物斷貨，177、大量訂購詢問價格188、海關(guān)問題，19催促下單，庫存不多20回應(yīng)買家砍價21斷貨(out of stock)21因為周末導致回復不夠及時,先表示歉意22關(guān)于支付22選擇escrow，提醒折扣快結(jié)束了22合并支付及修改價格的操作23提醒買家盡快付款模板23訂單超重導致無法使用小包免郵的回復25海關(guān)稅(customs tax)Dear X,26因為物流風險，賣家無法向買家國家發(fā)貨26已發(fā)貨并告知買家27物流遇到問題27如果買家希望提

4、供樣品，而貴公司不支持樣品時，28模板五：29客戶投訴沒有收到貨的模板：、29客戶投訴款式發(fā)錯的模板：30客戶投訴銷售情況不好的模板：31客戶抱怨發(fā)貨太慢的模板：32留言模板模板一（收到訂單后留言）： Hi,*, thank you very much for your order, we will send you the goods within 1-3 days by China Post Mail(*), if any question, don't hesitate to ask me, hope we will have a good start cooperation.

5、Thank you.模板二(發(fā)貨后留言)：Hello, *(客戶名稱）, it is a pleasure to tell that the postman just picked up your item from our warehouse, it is by *(物流方式）about * working days to arrive. The tracking number is *, tracking web:*, you can view its updated shipment on the web, which will be shown in 1-3 business days

6、. Also our after sales service will keep tracking it and send message to you when there is any delay in shipping. We warmly welcome your feedback.模板三(客戶30天后仍然沒有收到包裹的留言）：Hello *, this is *, I am sending this message to update the status of your order. The information shows the parcel didn't arriv

7、e your country, Apologize that the shipping is slower much than usual. Hope it is not a big trouble for you. Just now we extended the taking delivery time for you, thank you very much. Best Wishes.模板四（貨物到達海關(guān)后，提醒貨運相關(guān)進展）：Hello Sir/Madam This is *. I am sending this message to update the status of your

8、 order. The information shows it was handed to customs on Jan. 19. Tracking number：*. You can check it from web: *. You may get it in the near future. Apologize that the shipping is a little slower than usual. Hope it is not a big trouble for you. Best Wishes. 模板五（貨物達到郵局）：Hello Sir/Madam This is *.

9、I am sending this message to update the status of your order. The information shows it is still transferred by Sydney post office. Tracking number：*. Please check the web *. You will get it soon, if your country Post delay it, please try to contact and urgent them, maybe you can get it earlier. Plea

10、se note that package delivery. Hope you love the product when get my products. If so please give me a positive feedback. The feedback is important to me. Thank you very much.Best Wishes!模板六（評價時的模板）：給客戶評價時的模板：Dear buyer, thank you very much for your order, I hope we will have a long-time cooperation,

11、 don't hesitate to contact with us if there's anything what I can help you, best regards.好評客戶留言模板： Hello, *, I am so pleased and grateful that you gave us a good feedback /you are satisfied with our products and service, I hope I can apply to give you a good discount or send a gift to you wh

12、en you order next time. Thank you very much. Best regards中評客戶留言模板： 道歉：Hello, *, I feel so sorry for all your inconvenience/ the quality question/ that you are not satisfied with *. 解釋原因： 提出解決辦法：In order to showing my apologies, we hope we can give you a good discount or send you a gift when you orde

13、r next time. And thank you so much for your suggestion, hope we will have a long-time cooperation. Don't hesitate to contact with us if there's anything what I can help you, best regards.差評客戶留言模板： 在中評的基礎(chǔ)上增加：I am looking forward to your reply whether or not you agree we fix this thing. If agr

14、ee, honestly hope you can revise the bad valuation. If you don't agree, could you give us a better suggestion? We hope we can fix this thing reasonably and positively. Let us apologize to you again for all your inconvenience. Thank you very much,best regards.客戶未評價：Dear *，I just got the good news

15、 that you have confirm receipt the parcel,I hope you are satisfied with our products.We would appreciate it, if you can give us a positive feedback, the feedback is very important to us.I hope we will have a long-time cooperation, don't hesitate to contact with us if there's anything what I

16、can help you .Thank you very much.Best regards.*模板七（發(fā)錯貨物，漏發(fā)貨及時提醒客戶）：Hello *, it is a pity to tell you a thing that our delivery member forgot to send the gauze bag to you, could I send you again or we give you $* discount to you when you order next time? So sorry for all your inconvenience. Thank yo

17、u very much, best regards.模板八（推薦訂閱店鋪）：給新買家推薦：Dear*，Thanks you for showing interest in my products. In order to offer a better service and keep you updated with the latest promotions and products, please subscribe to my store. Any problem of subscribing, please refer to 給老買家推薦： Dear *，模板九 （論壇推廣模塊）：（速

18、賣通教程鏈接地址）1. /education/marketing/tools/jifenmobanloaddown.html2.3.模板十（節(jié)假日祝福）：模板十一（對老客戶推銷模板）：Hello *, thank you very much for your order in our store, do you sell by online store or Real store.Could you send the website for my reference if you have an online store, you can tell me which product you s

19、elling mainly if you have a real store. We are a professional jewelry factory, I hope we can get the seller Dom news and your suggestion for the products. And maybe we can supply the product you are selling and be sure to give you best price than other suppliers for the same quality products. I hope

20、 we will have a long-time cooperation and help you have a better sale. Thank you very much, best regards.模板十二(客戶抱怨全部是免運費，沒有按指定的運輸方式來發(fā)）：dear *, thank you very much for your message, I am so sorry that you didn't check our product description carefully, please check it again, because many countrie

21、s can't select the China Post free shipping, so we set all are free shipping, and you will discover many stores are do so in Aliexpress, and aliexpress have a course to tell us how to set all free shipping. Even so, dear Carlos, don't worry, we are anoriginal factory, our price must be best

22、for this product,and you must have no any lose. AndI hope you will have a good sale and we will have a long-time cooperation.模板十三（客戶拍買了但是未付款）：Hi, Dear*, I found you bought our products, but you didn't pay the money, if you feel the shipping cost is too high? Or you don't know how to pay? Cou

23、ld you tell me the reason, so that we can discuss to solve the question for you?模板十四（說服國際站客戶到速賣通購買的第一封郵件）：Hi, Dear *, I am very pleased to receive your inquiry, snake necklace is one of our main products in our factory and we produce it many years with a good quality and service.Because so many deta

24、ilers buy this products now and the quantity usual just have 100-500pcs, in order to save our client's time, we suggest you can buy our store directly, our store website address: snake necklace link is:You can see all the details such as the pictures, color palette, product description, all kind

25、s of shipping cost etc. And you can pay by western union, bank, and credit card online, if you have no these, you can contact with us by PayPal.Please check it carefully, if you have any question for the price, operational approach, etc., don't hesitate to ask me, I will give you a satisfied ans

26、wer and how to buy online.And I need tell you a good news, when your order is more than $300, we will reduce all the shipping cost in our store and send the goods to you by express such as DHL, UPS, EMS, FedEx etc. Aliexpress Company belong to Alibaba Company,too and it is fit well for the small ord

27、er to buy online. Hope we will have a start cooperation in it and have a long-time cooperation.We hope you can give us some suggestion for our store for the picture, price, shipping, variety, MOQ etc. we will adjust all according to our clients'view.I am looking forward to your reply/order, than

28、k you very much. 模板十五（客戶拍了但是沒有付款）：OH, My God.You didn't pay for the product incredibly. This is beyond my imagination. The products are so perfect, however they are still not make you satisfied. It seems that my service and product are not good enough, which let you wasted so much time in my sho

29、p and lose your confidence on me.I'm very sorry. Wish you have a happy life.模板十六（客戶留言過失沒有及時回，香港小包無路徑查不到）Dear Giyani,So sorry for the delay reply，too many message after CNY, so I missed to reply your message, really I feel so sorry.I have checked the message and our delivery record, all of the in

30、formation shows that we have shipped the parcel via Hong Kong post without tracking number, so it is untracked. But the rule of Aliexpress specified that we must write a tracking number, ifnot, we can't send the goods online, therefore, mycolleague wrote a tracking number of china Post mail. Im

31、so sorry for all of the trouble we brought to you.I think I should tell you that there are so many parcel for Hong Kong post and the post is so slower than usual by the end of the year hope you can cancel the dispute and wait for more days in patience believe the parcel will arrive in the near futur

32、e, please believe that we won't make our clients bear any lose. If the parcel is returned or lost, we will refund you without any reason, pleasedont worry about that. If now we refund the money to you, when you get the parcel, you need pay the money to us or return back the parcel to us, I think

33、 that is trouble for you or me. Apologize again for all of the trouble brought to you. Really so sorry because of the delay reply and not enough service. I hope you can give us a chance to give you a discount or a simple gift when you next order. Thank you very much.Jack模板十七（客戶對材質(zhì)誤會并且提起糾紛并且沒有及時回復）De

34、ar MaryI feel so sorry for the delay reply because we can't see the message of dispute center in time if we didn't go to dispute center, so I missed to reply your message, really I feel so sorry.I have checked the material of the earrings, and I confirmed with our ware hoursstock, the materi

35、al is crystal think you should confirm it again. And please send the goods pictures to our email (luluohua) to confirm.On the other hand, we are honest seller and hope establish long-time cooperation with any kindcustomer, wecannot make our clients bear any lose hope you can understand and I am look

36、ing forward your next order. Thank you.Jack(投訴）：投訴中國郵政小包還沒有收到貨Dear *, I am s*, I feel so sorry to bother you and all your inconvenience. We have followed the package tracking number all the time. now, the China Post mail always can't arrive to our client's hand because of so many parcel for

37、China Post, although most are about 18-43 days, but it still have many package just can't arrive more than 45-60 days or more, andsometimes some package return back to China(less 2%), we ask the China Post mail that didn't know the exact reason they only can check the package status. Maybe t

38、he customs clearance is a reason, your country post delaying is a reason, and China Post delaying is a reason. I think the Post mail service is worse much than the express. But it is very cheap when the weight is less than 2KG,We always feel so helpless for the China Post, so our product decryption

39、have ' Risk Tips" for the Post Shipping way, we must deal with the delay positively, don't worry, we will still follow the tracking of you package. If the package return back by the Postal service, when we get the package we will return back the money to you unconditionally. Please try

40、to contact with your country Post and urgent them, our experience shows that can let the package to your hand earlier, it have no any other way.Dear*, because you give us a dispute, that had let us have a dispute rate and give us a very bad affection. If you can cancel this dispute within 4 hours th

41、at will have an arbitrament rate that will give us more bad affection. Hope you can comprehend our work, and I hope you will have a good sale for our products, and we will have a long-time cooperation. Please believe the Aliexpress company and believe our company, you won't bear any lose if you

42、cancel this dispute, thank you very much.（如果客戶發(fā)起了一個糾紛）When you get the goods, please confirm it online, thank you very much, hope you will be satisfied with our goods and you will have a good sale, and we will have a long-time cooperation, thank you very much. (如果已經(jīng)到達客戶國家） Dear*, if your goods is ur

43、gent, I suggest you should select the express shipping way, when your order is more than $300, we will send the goods to you by express free shipping.if you are a mature buyer in aliexpress , you will discover, when your order is more than $300 in a store, usually you can get a good price (some stor

44、e can be free shipping less than $300, but the unit price is higher much), and it can save much shipping cost with a fast and safety shipping way. Please confirm it, thank you very much.（向客戶進行推銷） If you still can't get the goods after 60 days, we or the aliexpress must refund all the money to yo

45、u. (向所有這類型的投訴客戶進行此承諾）投訴發(fā)貨數(shù)量少hi,*,I am so sorry about our careless, I need confirm the weight of parcel to check the less quantity with our shipment staff who just start to work after some days, because only less a pcs, I apply to our manager, I think, could we can fix this thing as following:1. Coul

46、dI offset the 1pc's money when you next order, and we give you a good discount or send a simple gift to you? 2. If you much refund now, could you give me your PayPal account? Really so sorry for all the convenience, thank you very much.客戶投訴標明快遞免運費結(jié)果不是免運費的(參考訂單）dear *, thank you very much for you

47、r reply, I am so sorry that you didn't check our product description carefully, please check it again, because many countries can't select the China Post free shipping, so we set all are free shipping, and you will discover many stores are do so in Aliexpress, and aliexpress have a course to

48、 tell us how to set all free shipping. Even so, dear Carlos, don't worry, we are anoriginal factory, our price must be best for this product,and you must have no any lose. AndI hope you will have a good sale and we will have a long-time cooperation.其它模板：1、 當買家光顧你店鋪, 詢問產(chǎn)品信息時：重點：跟買家初次打招呼，要親切、自然并表示

49、出你的熱情。盡量在初步溝通時把產(chǎn)品元素介紹清楚， 范例參考:Hello, my dear friend. Thank you for your visiting to my store, you can find the products you need from my store. If there are not what you need, you can tell us, and we can help you to find the source, please feel free to buy anything! Thanks again.2、鼓勵買家提高定單金額和定單數(shù)量, 提

50、醒買家盡快確認定單Thank you for your patronage, if you confirm the order as soon as possible, I will send some gifts. A good news: Recently there are a lot of activities in our store. If the value of goods you buy count to a certain amount, we will give you a satisfied discount.3、交易進行中，通知買家去參看物流情況The goods y

51、ou need had been sent to you. It's on the way now. Please pay attention to the delivery and sign as soon as possible. If you have any questions, please feel free to contact me.4、當完成交易，您表示感謝，并希望他下次能夠再次回頭時，可參考：Thank you for your purchase, I have prepared you some gifts, which will be sent to you a

52、long with the goods. Sincerely hope you like it. I'll give you a discount, if you like to purchase another products.5、推廣新產(chǎn)品,給買家推薦自己熱銷的產(chǎn)品。您好！ 在圣誕節(jié)來臨之際，圣誕禮品將是一個熱銷產(chǎn)品。很多買家從我們這進貨到他們自己的商店里出售。這個產(chǎn)品的利潤不錯。以下是我們圣誕產(chǎn)品的介紹，請點擊了解。10個起批我們將給您批發(fā)的價格.6、貨物斷貨，貨物偶爾的斷貨只要認真解釋一下，買家能夠理解，最好的辦法是告訴買家自己會積極盡量幫他找到她所需要的產(chǎn)品，同時向他介紹類

53、似的款式供其選擇Hi friend, we are really sorry that the shoes you order is out of stock at the moment. I will contact the factory to see when they are going to be available again. I would like to recommend you some other pretty shoes which have the same style. Hope you like them as well. You can click on th

54、e following link to check them out. If theres anything I can help please feel free to contact us.Regards您好! 我們已經(jīng)重新設(shè)置了價格。在原有價格的基礎(chǔ)上，又給您了15%的折扣。我們提供的價格比市場價要低，在這個產(chǎn)品上，我們沒辦法給出更低的價格了。希望你能接受這個價格，如果有任何問題，請和我聯(lián)系。 謝謝！7、大量訂購詢問價格大量訂單詢盤，買家若是趕上采購季我們一定要抓住機會，對他們的回復要一定要詳盡，內(nèi)容一般包括樣品的價格、樣式、采購量和相應(yīng)的價格，這個報價建議是包括運費的，而且價格要相對有

55、優(yōu)勢，給買家感覺是給他的一個優(yōu)惠。Hi friendsThank you for your inquiry, we very much hope to complete the order with you for me, here is the products link you need, if you buy 100 pieces, we can give you a wholesale price, $25/piece. If you have any idea, Please let us know, and we will try our best to help you. Loo

56、king forward to your reply.Regards 謝謝您的詢盤，我們非常希望能夠與您完成此筆訂單，下面是我對您所需要的產(chǎn)品的介紹，如果您一次購買100件，我們可以給您一個批發(fā)價格，每件25元.如果您有任何的問題，請和我溝通。我會竭盡所能來幫助你。期待您的答復。8、海關(guān)問題，某些國家海關(guān)的嚴格檢查造成貨物延誤，建議及時通知買家，及時的溝通讓買家感覺你是一直在跟蹤貨物的狀態(tài)，并是一位負責的賣家，以免置之不理造成誤會。Dear friendsWe received notice of logistics company, now your customs for large pa

57、rcel periodically inspected strictly, in order to make the goods sent to you safety, we suggest that the delay in shipment, wish you a consent to agree. Please let us know as soon as possible Thanks親愛的朋友 我們接到物流公司的通知，現(xiàn)在貴國的海關(guān)對大量郵包進行定期的嚴格檢查，為了使貨物安全的送達到貴處，我們建議延遲幾天發(fā)貨，希望征得您的同意。希望盡快得到您的回復9、退、換貨問題。Dear frie

58、nd, I'm sorry for the inconvenience. If you are not satisfied with the products, you can return the goods back to us.When we receive the goods, we will give you a replacement or give you a full refund. We hope to do business with you f or a long time. We will give you a big discount in your next order.Best regards親