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送上万能回复模板,再也不怕消费者投诉了!

​送上万能回复模板,再也不怕消费者投诉了!

作为一名中国跨境卖家,如何处理外国消费者的投诉或购买反馈就成为了日常运营中的一项基本工作。可是蛋蛋酱发现,很多中国卖家在回复邮件时,常常由于文化差异和语言差异的原因,使得回复的内容词不达意,或者显得不够得体。而且有的时候异一不小心,还会因为回复不准确而招致差评,影响整个品牌和店铺未来的运营。

今天就针对这个问题,特地为大家编制了两个万能模板,这两个模板主要涉及了消费者提出的货运及退货方面的问题,并及最为清晰便捷的回答方式,可以完美的解决国外消费的困惑。下面就跟随蛋蛋酱的步伐,来了解一下这两个模板吧。

用户询问物流查询问题是,该怎么做出礼貌的回答?

关于物流查询的问题可以说是各位卖家最常遇到的消费者问题了,下面这个回复模板就是针对这个问题做出了回复,当前前提是您使用的物流服务是能够提供物流信息查询的。下面的信件就是建议消费者通过第三方网站查询物流信息,按照以往的经验,消费者在收到这样的回复后,一般都可以解决他们的问题了。

英文回复模板:

Dear Valued Customer,

Thank you for contacting us.

We are sorry to hear that you are having issues being able to track your order. At time, we are unable to exchange links through Customer Messages. Due to this slight inconvenience, we recommend doing a quick web search for the following site to assist you in tracking your international package: 17TRACK and Package Mapping. These sites will allow you the ability to track international packages. Please review the information provided and advise if you have any further questions or concerns.

Regards,

(Insert Seller Name)

用户提出退货或换货请求时,该怎样作出合适的应对?

退换货也是卖家常常遇到的消费者请求,遇到这种情况时,卖家最好请消费者提供更多的相关信息。下面的回复模板就是请消费者提出明确的需求,卖家可以根据消费者的回复做出进一步的应对。

英文回复模板:

Dear Valued Customer,

Thank you for contacting us.

We are sorry to hear about the issue you are having with your recent order. Can you please provide us with further detail regarding your return request? Please also advise if you would like to return your order for arefund or replacement while we review your request.

Thank you.

(Insert Seller Name)