亚马逊.日常邮件回复模板.03.8日电子教案.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Amazon,平台邮件回复操作流程,杨少君,2016.03.10,Amazon,平台邮件回复操作流程,一 回复客户发来的邮件,邮件回复主要分为：,1.,回复客户发来的邮件,2.,移除差评,邮件的回复,Dear Christine,：,We apologize for the inconveniences that caused to you.Each of the itemshavebeen examinedbefore shipment,so problemsmaybe occurred during the transportation.We will try our best to deliver the second protector to you as quickly as possible.Have a nice day!Suki,漏发或少发货,货物损坏要求换货,Dear Jacklyn:,We apologize for the inconveniences that have caused to you.Each of the itemshavebeen examinedbefore shipment,so problemsmaybe occurred during the transportation.And we would be grateful if you can provide us the photo of the damaged good for our reference.As for the matter,we will take active attitude and do our utmost to resolve it.,Have a nice day!,Suki,询问是否有不是本店的某品牌产品,Dear omeryuksel:,We are sorry to tell you that we do not have that brand of screen protector,but you can also look at the other products with similar functions in our store,which is good in quality but low in price.We sincerely hope that our products can meet your satisfaction.,Have a nice day!,Suki,询问未收到包裹原因,Dear statyn,：,Thank you for your purchasing.,The logistics shows that your goods have been delivered at ALPLINE,NY.Your patience will be greatly appreciated.Ifyoustillhaventreceivedtheitemin3days,please letusknow,wewilltry our besttofixit.Thank you for your understanding.,Have a nice day!,Suki,无意的下单,Hi Eiran,Thank you for contact us.We have cancel your order and the money will be returned back to your account 4 to 24 hours later,please check it.,Have a nice day!,Suki,包装和产品都损坏了,Hi Mary,We are sorry about the damaged,could you please send us a picture about the damaged goods for our reference.And we will do our utmost to deal with it.,Any questions,please feel free to contact us.,Have a nice day!,Suki,客户询问是否可以让货物早点到达,Dear Saleh,Thank you for contacting us.As you know,its an international transportation,so that it will need a few days to be delivered.,Im sorry that the speed of logistics is out of our control.Please wait for it patiently,your understanding is much appreciated.,Have a nice day!,Sincerely,急需货物要求尽快发货,Hi Beatriz,Thank you for contact us.,The logistics shows that the item has been arrived at USPS facility in CHICAGO,you will receive it soon.,Thanks a lot for your patience.,Have a nice day!,Suki,由于错误地址未收到货,Hi Braulio,We have shipped the item to the address you provided,Leopoldo Mejia Garzon 2419 S LOWELL STSANTA ANA,CALIFORNIA 92707-3163 United States,And the item has been delivered,，,please double check your mail box.,Have a nice day!,Suki,第三方发货要求好评,Hi friend,，,Inordertoprovidepremiumservices,theitemshasbeenshippedfromlocalforyouandyouwillreceiveditquickly,butnotsolongasitdisplayonAmazon.BeingaselleronAmazon,feedbackfromcustomersarevitalimportancetous.5-starappraisalandpositivefeedbackwillhelpusimproveourproductsandservices.Ifyouaresatisfiedwithourproductandservices,pleasegiveusa5-starfeedback.attachedisapictureabouthowtowritea5-starfeedbackforyourreference.Ourmotivationcomesfromyoursatisfaction.Manythanksforyourtimeonthis.Haveaniceday!Mia,消除差评,Hello,Weapologizefortheinconveniencesthatcausedtoyou.Eachofour itemshave been examinedbeforeshipment.Nowwecantcheck thelogisticsinformation,sotheitemmaybelossduring transportation,ithappens.Wewillreturnthemoneyback toyou,andhopeyouremovethebadfeedback.Hopeyoucanunderstand,wewilltryourbesttoimproveourservice.Sincerely,Nick,发错产品,Hi,We apologize for the inconveniences that have,caused to you.As for this matter,we would be,grateful if you can provide us the photo of the,wrong product for our reference.If you received,wrong item,we will reship a new one to you.,Thank you,sincerely,Nick,把物品扔掉的客户，给客户退款,前提是物品便宜才能退款,Althoughyoucouldntprovideusaproofofthe,problem,westillwantyoutobesatisfiedwith,ourservice.Wewouldliketoofferyouafull,refund Pleaseletmeknow.,No need wanted,一、,No need wanted,的,return request,，已发货但要求退款,Wewanttoknowthereasonwhyyoudonotwantthisitem.Weprovide3optionsforreturnrequest,1.Ifourproducthasanyqualityproblem.Wewillgiveyouafullrefund，butyouneedtoprovideproofforus.,2.Ifourproducthasnoproblem,youcanreturnourproductforourwarehouse，wewillgiveyouafullrefund.,3.,As international shipping costs,w,ecanprovideyouapartialrefundifyouwouldliketokeeptheitem,andwriteusa5starproductcomment.Wejusthopeourproductandservicewillsatisfyyou.,Pleaseletusknow.thanks,如果客户同意部分退款，让客户把好评截图过来。,如果客户同意退件，就要求客户把物品退回，并提供跟踪号，一旦查到跟踪信息，就全额退款。,Dearxxx,Imsorrythatyoudontwantthisitemanymore.Theitemisontheway,wearenotabletogetitbackbynow.,Wedoacceptreturns.Thereare2optionsforreturnrequest.1.Rutrntheitemafteryoureceivedit,andsendusthetrackingnumber,wewillsubmitafullrefundassoonas,thetrackinginformationbeingupdatedonline.Thereturnwillcostyou$5-6.2.Keeptheitem,wewilldoapartialrefundforyou,50%.Andwriteusa5starsproductcommentifyouare,satisfiedwiththeitem.Iftheitemhasanyqualityproblem,letusknowbeforeyouleftanycommentovertheproduct.Pleaseletusknow.SincerelyXXX,No need wanted,货物在途,二、,NO Need,，但是货物又在运输途中的,Hi,，,Zhane,I thought you would like to take option 3,its the best way for both of us.If we got order cancelation request before shipment,we will be able to provide the customer a full refund.But the item is on the way,we are not able to get it back now,and the estimated delivery time is 7-14 days,not amazons default 17-28 days.The return will cost you$5-6.Hope you can understand.Please let me know.,sincerely,Nick,No longer needed/wanted,，货物已妥投并且已签收，但客户不想要了,Dear Jennifer,I understand you no longer wanted this item,and we accept returns,but the return will cost you$5-$6.To make sure you receive the best service,we are willing to refund you the order without returning the money,you can keep the item and use it if you want.And if you are satisfied with our service,please write a 5 stars product review for us.If there is any problem of the item,please email us before writing a comment.The attachment is a guide of how to write a product review.Have a great day.thanksMartin,已经显示签收，但是没收到货物,Hi,，,Lynn Albertson,The logistics shows that your goods have been delivered,，,but you dont receive it.It is difficult to deal with it.Now in order to provide the best services for you,we can resend new one to you.could you please writeusa5starproductcomment and send screenshot to our email?After we will reship new one to you.Please let us know.,Thanks,sincerely,Nick,退款给客户,Hi,Mark Buckingham,We have gave you a full refund,Youshallreceiveitin4-48hours.,Welcome to purchase again.,sincerely,Nick,be refunded,客户给了好评，给客户返回现金,Sorryforlatereply,andthankyouverymuchforyourgreatproductreview.Ireallyappreciateit.Aspromised,weshouldsendyouagiftcode,butasthisordersvalueislow,wewouldliketodoapartialrefundforyou,10%,youcanusethismoneytopurchaseonAmazon.Thanksagainforyourkindnessandletusknowifyouwouldtaketherefund.,Nick,尺寸不符和货物损坏,Thank you very much for contacting us.I understand your concerns,but you might not notice that iPhone 6 and plus screen are a little arched,the edges are slight lower than the center,and unlike normal sticker,the tempered glass screen protectors are too hard to be bent,thats why it was made a little smaller than the phone screen.Hope you can understand.And I am sorry for that damage.Long distance shipping could cause damage.Please take a picture of the item,we will either reship you one or provide a refund as soon as the problem confirmed.,重发物品，并且提供新的跟踪号给客户,Dear omeryuksel,Thank you for contacting us.We have shipped you a new item and the new tracking number is*,please check it.,Any question,please feel free to contact us.,Have a nice day!,客户反映物品与描述不符,Hi Jorge,Thank you for your purchasing.We are sorry about the inconv,en,ience that caused to you.,Could you please tell us about the insufficient of our item or the specific conditions of description on website was not accurate,which can help us promote our products better and better.,Our motivation comes from your satisfaction.,As for the matter,we will take active attitude and try our best to deal it.,Any question,please feel free to contact us.,Have a nice day!,物品破碎，更新了包装，询问客户是否愿意重发,Dear Maria,We apologize for the inconveniences that have caused to you.Each of the itemswehaveexaminedbefore shipment,so the problemmaybe occurred during transportation.,Now that we have renew the package,which can protect the item from broken.If you still need the item,we will ship you another new one,please do let me know.,we will take active attitude and do our utmost to resolve it.,Sincerely,错发邮件，道歉，解释清楚,Dear*Im terribly sorry that I sent wrong email to you,its totally my fault.And I apologize for the inconveniences that have caused to you.Each of the itemswehaveexaminedbefore shipment,but the damagemight occurr during transportation,not much but it happens.We would like to provide a full refund for you or reship you a brand new item.Hope you can kindly forgive my mistake.And please let me know,whether you would like to have a replacement or a full refund.Sorry again for all inconveniences.,客户安装方法不当，同时反映物流速度慢,Dear Albert,Thank you very much for contacting us.First of all I apologize for long time delivery,as this was shipped from the other side of world,it took time,we couldnt expedited the shipping.Hope you could understand.And there are 2 pieces of wipes included in the package,please use them to clean the film before installation.If the smudge is a permanent damage,please take a picture for us,we will do a full refund for you as soon as the problem confirmed.Your understanding and help will be appreciated.Sincerely,客户要求发商业快递,Dear Eric,，,Im terribly sorry about the broken item.The long time shipping could casue damage.The only shipping we can provide is USPS,no expedited shipping available.And its tempered glass screen film,its not a sticker but still adhesive,you can even take it off,wash it and put it back.It seems the only way to reslove this problem is we provide you a full refund.Please send me a picture of the damaged item,we will refund you as soon as the problem confirmed.your understanding and patience will be greatly appreciated.Sincerely,hello*Thankyouforcontactingusregardstowhosignedforyourpackage.Itrackedthepackage,itsbeendelvieredtotheaddressyouprovidedintheorder.,AndIwanttotellyouthattheUSPSdoesnotcallrecipientwhentheydeliverthe,pacakge,onlyexpeditedshippingservicewill.Iftheaddressyouprovidedisyour,companysaddress,pleasecheckthecompanysmailbox.Pleasedoublecheckandletmeknow.Thankyou,订单已妥投，不知道包裹被谁签收了,helloJimmy,Thanksforyourquickreply.Welookforwardtoreceivingapictureaboutthedamagedgoodsforourreference.Thankyouforyourcooperation.sincerlyLynn,客户回复拍不了图片的情况,未提供图片，要求退货,hello John,thank you for you quick reply.,But I did not receive your attachment,I hope you can provide the photo of the damaged good for our reference.,thank you for you cooperation.,sincerly,Lynn,退款给客户,Hi,We had already full refund to you and the money will back to your account within 48 hours by Amazon,If you are satisfied with our service,pls click yes for us.,Your help will be very appreciated.,sincerely,Nick,be refunded,差评,Dearfriend,WeareveryupsetwhenwesawyourbadreviewaboutouritemonAmazon.Pleaseacceptoursincereapologyfortheinconveniencethatcausedtoyou.Butwearewillingtotryourbesttoprovidebetterservicetoyou,includinganewreplacementorafullrefund.Now,wehaveproducedsomenewversionsmartwatches,especiallyGT-88whichsupportsdualsystems,Android&IOS.Ifyoulike,wearegladtosendyouafreeoneasagift,whichismuchmoreexpensiveandfunctionsthanthepreviousone.Hereisaitemlinkforyourreference,Maybeyoucanhavealook.Actually,Idohopethatyoucanremoveorupgradethereview.Isthatok?Lookingforwardtoyourreplysoon.bestregardsMia,