速卖通处理物流纠纷.docx

"Where is my order" ??? 
"I haven't received my order"!!!  
邮政包裹一般常见状态中，我们常常看到以下几种：  
包裹查无信息 "Not Found" (当包裹还未上网，官网未更新)  
包裹正在运输中 "Transit" (当包裹还在运输中时)  
包裹到达待取 "Pick Up" (当包裹显示已经到达目的地国家)  
包裹投递成功 "Delivered" (当包裹显示投妥，而收件人声称未收到时)  
包裹运输过久 "Expired" (大部分为时效延误/目的地国家不能查到投妥/官网不更新状态等)  
包裹可能异常 "Alert" (大部分为退件/海关单号/损坏/丢失等问题)  

当您查过单号以后，根据以上六种包裹状态，编辑您给买家的邮件（有关退件啊，延误啊，丢包等问题，请卖家朋友自行编辑，因为涉及到您的售后服务及解决方案）：  

Not found:  
Dear valued customer:  
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today. 
As per tracking result powered by , I'm very sorry to inform you that your item is still lack of tracking information right now. If you got a tracking result as "Not found" it's telling you that your tracking information is unavailable, it doesn't mean that we haven't been mailed your item.  
Note: There may be a delay between scanning events and the availability of tracking information related to those scanning events. The tracking information may not appear online immediately. Normally it takes a few days after the item(s) have been sent for tracking details to be available from the shipping carrier.)  
Therefore, please hold on for a few more days and try to check your order some time later?  
Thanks for your business again!  
Have a nice day!  
Best regards, store 888  

Transit:  
Dear valued customer:  
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today. 
Here is a link for you to ref your package status in transportation：  
(示例链接) 
As per current tracking result, your shipment has been shipped and dispatched by the shipping carrier of (HK Post) Registered Airmail on date 2014-09-21  
It is still during normal shipping period and it hasn't arrived in your destination country as (country name) yet. I would be very thankful if you could be more patience with this overseas shipment. From our experience, for this kind of mail type, the shipping time is highly depend on the postal carrier and local customs/taxes, etc. It usually takes a few weeks from our origin country to overseas destination countries after dispatching. Therefore, please hold on for a few more days and I would very grateful if you can wait for your order patiently.  
Thanks for your business again!  
Have a nice day!  
Best regards, store 888  

Pick up:  
到达待取或者到达目的地国家都行! 到达待取可能是第一次投递失败或者是到达投递点!注意修改!  
Dear valued customer:  
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today. 
Here is a link for you to ref your package status in transportation：  
(示例链接) 
I'm glad to inform you, as per current tracking result, your package is ready to pick up/has been arrived in your country. 
Please contact the shipping carrier as [USPS] to get instruction of where to pick up your order/schedule a redelivery process. Please contact with them by the below information and I hope you will receive your package in shortly.  
Carrier name: USPS （示例邮政运营商）  
Helpline: 1-800-222-1811 （示例邮政运营商帮助热线）  
Generally, The carrier has collection deadline, So, I would like to advise you contact the carrier at once so your order won't be return back to us. 
I truly wish you will be satisfied with your purchase and I'm looking forward you will confirm your order as soon as your got the item. Of course, if you like the item, please leave us a positive feedback.  
Thanks for your business again!  
Have a nice day!  
Best regards, store 888  

Delivered:  
查询结果签收，而收件人声称未收到件的情况非常多哦，注意一下。  
Dear valued customer:  
Hello! I appreciate the time you have taken to contact us about your order with tracking number RJ014099257CN（示例单号）and I am happy to assist today. 
Here is the detailed tracking information for your order: 
Number: RJ014099257CN  
Status: Delivered ( 30 Days )  
Destination: United States  
2014-09-29 16:01 PHOENIX, AZ 85031, Delivered, Your item was delivered at 4:01 pm on September 29, 2014 in PHOENIX, AZ 85031.  
2014-09-19 14:51 PHOENIX, AZ 85031, Notice Left (No Authorized Recipient Available) 
2014-09-19 07:42 PHOENIX, AZ 85031, Out for Delivery  
2014-09-19 07:32 PHOENIX, AZ 85031, Sorting Complete  
2014-09-19 04:23 PHOENIX, AZ 85043, Departed USPS Facility  
2014-09-19 04:21 PHOENIX, AZ 85031, Arrived at Unit  
2014-09-18 21:42 PHOENIX, AZ 85043, Arrived at USPS Facility  
2014-09-18 02:26 KEARNY, NJ 07032, Departed USPS Facility  
2014-09-17 17:24 KEARNY, NJ 07032, Arrived at USPS Facility  
2014-09-17 17:24 Origin Post is Preparing Shipment  
======================== 
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As per current tracking result, I found the tracking result indicate that your package has been delivered successfully. If you haven't received your package, I'd advise you contact with the shipping carrier directly to verify more delivered information such as "Delivered address and signature name". Due to privacy policy, the carrier may not display the addressee's name online, though they would keep them at their interior system.  
And I'm 100% positive that I have shipped your order to your designated shipping address as the following:  
在此处可以确认一下收件人的地址及邮编等资料;  
Before you contact with the shipping carrier, May I advise you check with your families, roommates, and neighbors,etc. See if anyone has signed this item for you.  
Carrier name: USPS （示例邮政运营商）  
Helpline: 1-800-222-1811 （示例邮政运营商帮助热线）  
I will be here to assist you find your order, keep me posted. 
Thanks for your business again!  
Have a nice day!  
Best regards, store 888  

Alert:  
退件原因很多，到达目的国家后没有投妥成功的，引起的原因多为关税/或者投递不成功保留过期等；还有一部分原因，可能是由海关问题引起的，没有从中国成功封发出口或者没有办法进入目的地国家。要如何解决要卖家自行编辑邮件~  
Dear valued customer:  
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today. 
I regret to inform you, as per current tracking result, I found the tracking result indicate that your package is undergoing an unusual condition. It was returning back to us. The possible reason for returning will be written on the package (Incorrect/illegible/incomplete address, expired retention period; the addressee failed to collect the item; the addressee does not reside at the given address; refused to accept by addressee, etc.) I can inform you further once it returned back to us. Depending on this unusual situation, My apologies for the inconvenience. I would willing to resolve this problem by making full refund or replace one and send to you. (退件问题要具体情况，需要怎么解决要修改)。  
Again, please accept my sincere apologies and let us know which method you are preferable to resolve this unfortunate situation. 
Have a nice day! 
Best regards, store 888  

Expired:  
这种状态是指从邮政官方接收到2-3个月内，查无投妥信息，提示买家注意沟通:  

Dear valued customer:  
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today. 
Here is a link for you to ref your package status in transportation：  
(示例链接) 
I'm very sorry to hear that you still haven't received your order. Under this circumstances, I'd advise you contact with the shipping carrier in your country and verify if they have received your shipment from overseas.  
Carrier name: USPS （示例邮政运营商）  
Helpline: 1-800-222-1811 （示例邮政运营商帮助热线）  
And at the meanwhile, I will start to commence a formal investigation into whereabouts of your order with our shipping carrier here. But it gonna take some times, could you wait for their response as patient as you can?  
I hope the reason for deferring your order will be clarified by our carrier in shortly. 
Thanks again for your patience and I will be here to assist you along on this situation until you get your order.  
Again, please accept my sincere apologies for this unfortunate situation.