速卖通客服流程改.doc

目 录
收到订单 3
收到订单后不付款 3
客户询问有无货 3
客户询单，由于周末没有及时答复 3
买家规定样品，我们不支持 4
客户下订单后砍价 4
付款后缺货 4
客户催促发货 4
发货后留言 4
发货后无跟踪信息 5
填单后本来旳物流渠道出问题，需要更换渠道导致要改跟踪号 5
懂得出问题旳时候先发一封 5
正式换单号旳时候再发第二封 5
发货后发现漏发或错发 5
30天后仍然没有收到包裹 5
第一封 积极告知安抚 5
如果45天左右还没有达到，第二封邮件：说发送旳官方查单文献到对方海关 5
如果2个月还没有达到，第三封邮件：说我们正在等待答复，不要紧张 5
再5天左右，第四封，说再次发送查单 6
再安抚 6
如果客户发起了一种纠纷 6
实在到不了，退款 7
被中国海关退回 7
包裹已达到对方海关 7
货品达到对方邮局 7
漏回了客户信息，客户没有收到货提交纠纷.规定客户取消纠纷 7
客户收到包裹但未评价 8
给客户评价时留言 8
给客户评价时旳模板 8
好评客户留言模板： 8
中评客户留言模板： 8
差评客户留言模板 8
推荐收藏或订阅 9
给新买家推荐 9
给老买家推荐 9
客户说材质不对，没有来得急及时答复提交纠纷 9
客户投诉款式发错旳模板： 9
第一封，叫客户发图片过来 9
第二封：确认是发错了，予以补偿 9
客户批准再买一件并给他优惠，操作环节 10
客户不喜欢，想退换 10
七草速卖通客服流程
要点：扯
1.答复要及时、热情,要让客户觉得你积极为他着想。当浮现问题旳时候，你积极说出比客户来问好一万倍。
2.要会合适编某些合理旳理由。
3.推卸责任只会招来不理睬旳纠纷。
4.要会体现你旳情感，愤怒、悲哀、遗憾。这样可以跟客户拉近关系。
5.当你成为客户旳朋友时，客户会不好意思给你差评。
收到订单
Hi friend, thank you very much for your order. We will send you the goods within 1-3 days by China Post Air Mail. If any question, don't hesitate to ask me. Hope we will have a good start of cooperation. Thank you!
收到订单后不付款（20分钟左右）
Hi, Dear friend, I find you ordered our product, but you haven’t paid the money. Are you feeling the shipping cost is too high? Or you don't know how to pay? Please kindly tell me the reason, so that we can discuss to solve the question for you.
发了后来没理你
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 shop and lose your confidence on me. I'm very sorry. Wish you a happy life.
客户询问有无货
Dear friend，Thank you for your inquiry. Yes, we have this item in stock. How many do you want? Right now, we only have 5 lots of all the color left. Since they are very popular, the product has a high risk of selling out soon. Please place your order as soon as possible. Thank you! Best regards
客户询单，由于周末没有及时答复
Dear friend, I am sorry for the delayed response due to the weekend. Yes, we have this item in stock. And to show our apology for our delayed response, we will offer you 10% off. Please place your order before Friday to enjoy this discount. Thank you!
Please let me know if you have any further questions. Thanks.
买家规定样品，我们不支持
Dear friend, Thank you for your inquiry; I am happy to contact you.
Regarding your request, I am very sorry to inform you that we are not able to offer free samples. To check out our products we recommend ordering just one unit of the product (the price may be a little bit higher than ordering by lot). Otherwise, you can order the full quantity. We can assure the quality since every piece of our product is carefully examined by our working staff. We believe trustworthiness is the key to a successful business.
If you have any further questions, please feel free to contact me.
Best Regards,
客户下订单后砍价
Dear friend, Thank you for your interests in my item. I am sorry but we can’t offer you that low price you asked for. We feel that the price listed is reasonable and has been carefully calculated and leaves me limited profit already.
However, we’d like to offer you some discounts on bulk purchases. If your order is more than X pieces, we will give you a discount of xx% off.
Please let me know for any further questions. Thanks.
Sincerely

付款后缺货
先填写发货告知
Hi friend, We are really sorry that the item you order is out of stock at the moment. Can you choose other color and size? Or I would like to recommend you some other pretty item that are of similar style. Hope you like them as well. You can click on the following links to check them out. If there’s anything I can help, please feel free to contact us.
http://www.aliexpress…
Regards
Best Regards.
客户催促发货
Dear friend,
I am so sorry for the delay delivery, (as we have a rest during the past two days ,and after the holiday .) we have lots of parcels needs to be shipped out , that lead lots of our parcel have not been shipped out in time, hope you could kindly understand , and wait for it patiently. Thank you!
发DHL需要转运单号
Dear friends,
your package has been sent, will show DHL tracking number and tracking information when it reach the Hong Kong. this need 5-7 days,then it will arrive you in 3-5 days.so dear friend,please dont worry if you see no tracking information,everything is ok! thank you!
发货后留言
Hello friend, it is a pleasure to tell that the postman just picked up your item from our warehouse; it is about 25-35 working days to arrive. You can see The tracking number, and tracking web is : you can view its updated shipment on the web, which will be shown in 3-10 business days. 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.
发货后无跟踪信息
Hello friend, please don’t worry. Everything is ok. It takes 3-10 days to show the tracking information. Please wait for it patiently. It will surely arrive you! Thank you!
填单后本来旳物流渠道出问题，需要更换渠道导致要改跟踪号
懂得出问题旳时候先发一封
Dear friends, your package has been delivered, but information update delay because of continuing heavy rains. If your package is still not tracking information in 10 days, I will resend goods to you. It is unpredictable situation, but we are integrity and responsible seller. You do not have to worry about anything. I hope the parcel reaches you as soon as possible.
正式换单号旳时候再发第二封：
Dear friends, your package does not update the information until now. We are also very worried. To avoid your loss, we’ve resent one to you. I hope you forgive me. If you receive it, please tell me. If it still does not update information, please prevail in the new tracking number. The new tracking number is: RN606166217CN
发货后发现漏发或错发
Hello friend, 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? I’m so sorry for all the inconvenience. Thank you very much, best regards.

30天后仍然没有收到包裹
第一封 积极告知安抚
Hello friend, I am sending this message to update the status of your order. The information shows the parcel didn't arrive your country. We apologize that the shipping is much slower 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.
如果45天左右还没有达到，第二封邮件：说发送旳官方查单文献到对方海关
Friend, you can see the tracking information. The package has leave china in 5.28,waiting your customs clearance now. It is really slower than usual, and we have contact the post office. They have sent inquiries to the your Customs. If there is any new, I will inform you. Now I am waiting for the post office to reply me. Parcel loss probability is small. If confirmed parcel is lost, I will resend or refund, you will not be liable for any loss. Best wishes!
如果2个月还没有达到，第三封邮件：说我们正在等待答复，不要紧张
Friend, Parcel left China two months, But your customs still don't have completed clearance, this really slow than usual. We have contact the post office and they have sent inquiries to your Customs. Now we have new message from your customs:
Customs has received a lot of package from around the world, but they found a large number of illegal goods, such as cell phones, batteries, and powder. So they must be individually strict inspection, which led to the slow customs clearance.
This is a bad news, but do not worry, your goods are safe. I think your parcel will arrive soon. I will continue to track the status of the package, so as not to make you suffer. If you have received the goods, please let me know. Thank you very much!
Your Anxious friend

5天左右，第四封，说再次发送查单
Friend, it has arrived your customs early. But it is really slow clearance. I have sent inquiries to your Customs again. I think is will arrive you soon, because many friends have wait long time but they have received item now. I am really sorry for this. I felt sad and ashamed. But friend, please don’t worry. You will not be liable for any loss. When you buy again, I will give you cost price and choose other post office. Friend, thank you for your understand! Thank you

再安抚
Dear friend, 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 China Post, although most are about 18-43 days, but it still have many package just can ‘arrive more than 45-60 days or more, and sometimes 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 the 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, 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 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.
如果客户发起了一种纠纷
Dear friend, since you give us a dispute, which had let us have a dispute rate and give us a very bad influence. If you can cancel this dispute within 3 days, that will not have an arbitrament rate that will leave us very bad influence. 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 cancel this dispute, thank you very much.
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.(如果已经达到客户国家）
实在到不了，退款
ok sorry friend, I will refund to you. The money will back to your account in 1-7 days. I really feel sad because I have done so much work, so I hope you can give me a good feedback. This is a failure of shipping. I am sorry for this. But friend, I think it still will arrive you in the future, I hope you can tell me know if you receive it. I am really sorry for your long waiting, but I really have made so much efforts to let it arrive you soon, but I failed.
Friend, I hope we have a successful transaction in the next time. I will give good price and choose other post office. Best wishes!
Your Chinese friend
被中国海关退回
Hello friend, it is so pity that your package has back to me because it did not through the customs clearance. Do I resend one to you? Or you can open the dispute, I will refund to you! So sorry for this!
包裹已达到对方海关
Hello friend, I am sending this message to update the status of your order. The information shows it was handed to your customs .You can check it from web: 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.
货品达到对方邮局
Hello friend. I am sending this message to update the status of your order. The information shows it have arrive your post office. You will get it soon. In case your country Post delay it, please try to contact with them, maybe you can get it earlier. Please note that package delivery. Hope you love the product when get my products. If so please give me 5 stars feedback. The feedback is important to me. Thank you very much.
漏回了客户信息，客户没有收到货提交纠纷.规定客户取消纠纷
Dear friend
So sorry for the delay reply，too many message so I missed to reply your message, really sorry for that.
I have checked the message and our delivery record, all of the information shows that we have shipped out the parcel. It is really slower than usual due to the end of the year, I hope you can cancel the dispute and wait for more days in patience; I believe the parcel will arrive in the near future. Please believe that we won't let our clients bare any lose. If the parcel is returned or lost, we will refund you without any reason. Please don’t worry about that. If now we refund the money to you, when you get the parcel, you need to pay the money to us or return back the parcel to us. I think that is trouble for both of us.
Apologize again for all of the trouble brought to you. Really so sorry because of the delay reply and no good 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.
客户收到包裹但未评价
Dear friend, I just got the good news that you have confirm receipt the parcel, I hope you are satisfied with our products. We would appreciate it, if you can give us 5 stars feedback, which is very important for us. I hope we will have a long-time cooperation, don’t hesitate to contact with us if there's anything what I can help you. Thank you very much. Best regards
给客户评价时留言
给客户评价时旳模板
Good buyer, thank you very much for your order. I 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.
好评客户留言模板：
Hello friend, I am so pleased and grateful that you gave us a 5-star feedback, and that 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 when you order next time. Thank you very much. Best regards
中评客户留言模板：
Hello friend, I feel so sorry for all your inconvenience/ the quality question/ that you are not satisfied with. In order to show my apologies, we hope we can give you a good discount or send you a gift when you order 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 that I can help you. Best regards.
差评客户留言模板
Hello friend, I feel so sorry for all your inconvenience/ the quality question/ that you are not satisfied with. In order to show my apologies, we hope we can give you a good discount or send you a gift when you order 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.
I am looking forward to your reply whether or not you agree we fix this thing. If agree, 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.
给新买家推荐
Dear friend，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 subscri