PowerPoint 演示文稿

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第4章

售后沟通与服务

催促评价的方法

修改评价及收到好评的

沟通方法

纠纷处理总流程

纠纷开始前的处理方法

纠纷开启时的处理方法

纠纷升级为平台纠纷的处理方法

客户维护的方法

纠纷开始前的处理方法

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课程内容

发货后通知买家已发货

继续跟踪物流

包裹扣关

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发货后通知买家已发货

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发货后通知买家已发货

国际物流往往存在很多不确定因素，例如：海关问题、关税问题、派送转运等。在整

个运输过程中，任何情况都有可能发生，而结果就可能是包裹清关延误，配送超时甚

至包裹丢失等。

对于买家来说，长时间无法收到货物或者

长时间不能査询到物流更新信息将会直接

导致其提起纠纷，这对店铺来说影响是非

常大的。所以在发货后，卖家要第一时间

给买家发信告诉对方货已经发运了，并提

供运单号和查询网址等信息。

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Dear Customer,

Thank you for shopping with us. We have dispatched your order

(order No:xxx)on January 20th by EMS. The tracking number is xxx. It

should take 5-10 business days to reach your destination. Please

check the tracking information here: www. xxxxx. com for updates.

Thank you for your patience! If you have any further questions, please

feel free to contact me.

Best regards

(Your name)

发货后通知买家已发货

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继续跟踪物流

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物流时间长是跨境电商的一

个主要问题，因此为了能为

客户提供一个好的购物体验，

卖家要不时地和客户进行跟

进，如果包裹显示在途，请

买家耐心等待。

继续跟踪物流

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（1）如果使用的挂号运输方式，如EMS或者DHL等

继续跟踪物流

Dear Valued Customer,

We are happy to inform you that your purchase has been dispatched!

The typical time of arrival is between 7 and 10 days. If your item does

not arrive with in 10 days, please let us know.

After your item has arrived, why not take a moment to leave positive

feedback about our products and service? It only takes a moment, and

it's a great way to help others make purchases like yours.

Thank you for your custom, and we look forward to providing you with

the best buying experience again on Amazon.

Yours sincerely

(Your name)

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（2）如果使用的是挂号大小包

继续跟踪物流

Dear Valued Customer,

We are happy to inform you that your purchase has been dispatched! The

typical time of arrival is between 14 and 39 days. If your item does not

arrive with in 39 days, please let us know.

After your item has arrived, why not take a moment to leave positive

feedback about our products and service? It only takes a moment, and it's

a great way to help others make purchases like yours.

Thank you for your custom, and we look forward to providing you with the

best buying experience again on Amazon.

Yours sincerely

Seller name

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（2）如果使用的是挂号大小包

继续跟踪物流

Dear Customer,

Thank you for your patience. We confirmed that your order was

mailed(order No: xxx)on January 20th. However, the tracking

information shows it's still on the way. We were informed that the

package did not arrive yet due to a shipping delay from the delivery

company. If you do not receive your package before January 20th, we

can resend your order or apply a full refund to you as per your choice.

If you have any further questions, please feel free to contact us

directly and we will be glad to assist you.

Best regards

(your name)

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包裹扣关

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包裹扣关

国际快递被扣关有很多原因，在被扣关后不要害怕或慌张，只要按照正常的流程解决，

通常在交清关税后都可以顺利放行。包裹扣关时希望买家联系海关进行清关。

Dear Customer,

We have checked the tracking information and found your package has now

arrived at your country's customs agency. If your package is delay please

consult your local customs office to resolve the problem. If you have any

further questions, please feel free to contact me.

Best Regards

(your name)

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谢谢大家