ebay客服模板-售前

.WORD格式整理....专业知识分享..eBay客服模板【售前篇】...............................................................-1-一、价格payment.....................................................-1-二、买家询问物品细节的问题模版......................................-4-三、线下交易........................................................-5-四、缺货未发&退件...................................................-5-五、物流............................................................-8-【售后篇】..............................................................-10-一、关于询问跟踪号,如果我们没有跟踪号..............................-10-二、关于询问跟踪号，有跟踪号........................................-11-三、感谢购买并要求好评（注意货运时间）..............................-12-四、取消订单，要求好评(少量，大量会被ebay认为刷好评行为）.........-13-五、定期催好评.....................................................-14-六、没有收到货.....................................................-15-七、收到货.........................................................-24-八、退款...........................................................-28-九、退货...........................................................-31-十、修改FAQ中差评..................................................-31-.WORD格式整理....专业知识分享..【售前篇】一、价格payment1、非美国，10个以下，及不能讲价类免运费Dearfriend,Howareyoutoday?Thisis______.Thankyouforyouofferanditwillbeagreatpleasuretodobusinesswithyou.Youknowwehavetoshoulder（负担）theshippingfees（费用），thus（因此）thepricewehavehereisalreadyverylowandcompetitive.Hopeyoucanunderstand.Haveaniceday..WORD格式整理....专业知识分享..含运费Dearfriend,Howareyoutoday?Thisis______.Thankyouforyouofferanditwillbeagreatpleasuretodobusinesswithyou.Thepricewehavehereisalreadyverylowandcompetitive,sothelowestpricewecanprovideisshowedonthelisting。HopeyouIfyouhaveanyquestions,pleasesfeelfreetoaskme.Haveaniceday.2、能讲价类不能满足顾客的出价，能提供小折扣.WORD格式整理....专业知识分享..Dearfriend,Howareyoutoday?Thisis______.Thankyouforyourinterestsinmyitem.Perhapswecan’tacceptthepriceyouoffer.I’msorryforthat.Infactthepriceisreasonable.Weonlyhavealittle/lowbenefit(利润).But,wearewillingtoofferyousomediscountsifyoubuymoreproductsatonetime.Ifyoubuymorethan5products,wewillgive5%discounttoyou.Ifyouhaveanyotherquestions,pleasetellus.Haveaniceday.Dearfriend,3、买家没有paypal账号，想用其他方式付款Dearfriend,Thankyouforyourinquiry.Forsimplifyingtheprocesssake,IsuggestthatyoupaythroughPayPal.Asyouknow,italwaystakesatleast2-3monthstoclearinternationalchecksothatthedealingandshippingtimewillcosttoomuchtime.PayPalisafaster,easierandsaferpaymentmethod.Itiswidelyusedininternationalonlinebusiness.Evenifyoudonotwanttoregistera.WORD格式整理....专业知识分享..PayPalaccount,youcanstilluseyourcreditcardtogothroughPayPalcheckoutprocesswithoutanyextrasteps.Hopemyanswerishelpfultoyou.Haveaniceday.二、买家询问物品细节的问题模版1、询问具体细节(size,colorandsoon)Dearfriend,Howareyoutoday?Thisis______.Thankyouforyourinquiry.Aboutyourproblem,Ihavecheckedtheiteminformationforyou.__________________________________________(问题回答）.Hopeitcanhelpyou.Anyotherquestions,feelfreetoletmeknow.Niceday.2、合并运费（combineshipping）Dearfriend,Howareyoutoday?Thisis______.Thankyouforyouraskinganditwillbeagreatpleasuretodobusinesswithyou..WORD格式整理....专业知识分享..Therealtotalpriceoftheitemisincludingthecostandthepostage.Sowecouldn'tCombinedwiththefreight.Thepricewehavehereisalreadyverylowandcompetitive.Hopeyoucanunderstand.Haveaniceday.三、线下交易Dearfriend,OurpaypaladdressiscometonewmallgmailcomYouknowebaywillblockthemessageswhichcontainanemailaddress,sowedarenottousethecertainpunctuationlikedotsandsoon.IguessyoudounderstandwhatImean,right？Plstellusaboutthetransactionnumberofpaypalafterthepaymentandwewillsendthemoutin24hours.Lookingforwardtohearyousoon.Hopetodomorebusinesswithyouinthefuture.Haveaniceday.四、缺货未发&退件1、缺货超过7天未发的(先查库存，如果还没有货尽量引导退款，如果买家还坚持发，就说是因为材质的问题被退回，需要时间改进，让他过一段时间再过来买).WORD格式整理....专业知识分享..有跟踪号的（特别是EUB）：主动发；无跟踪号平邮买家回复邮件（适用缺货未发，下架清仓为0等未发情况）：首先让买家等几天，然后说可能是丢件了，引导退款Dearmyfriend,Howareyoutoday?Iam_______,thecustomerservicestaff.Firstly,thankyouverymuchforyourpurchase;wereallyvalueyourbusiness.ThenwehavetosaysorrythatyourpackagehadbeendeclinedbytheCustomHousewhichwecanhardlycontrol.Wearewillingtoaskifyou'dlikeustoresendittoyou.Butwecan'tpromisethatyouritemwouldn'tbedeclinedbythemagain.So,ifyoudon'twanttowaitanymore,wecanissueafullrefundassoonaspossible.Pleasetelluswhichwouldyouprefer?Onceagain,wesendoursincereapologyandhopetohearfromyousoon.Yourssincerely,买家坚持发，材质问题婉转拒绝(清仓数量0，以及仓库没货）Dearfriend,Howareyoutoday?Thankyouforyourinterestedinourpruduct..WORD格式整理....专业知识分享..We'rewillingtoresentthepackagetoyou,becausewesovalueableyourbusiness,butwecouldn'tdothatthecustomswillrejectyouritemagainbecauseofthematerialproblem.Butwehavecontacttheproducers,letthemchangethematerialassoonaspossible.Hopeyoucanunderstand.We’rewillingtosendthefullrefundtoyouasoursincereapology.Isthatokforyou?Lookingforwardtohearyourreply.Haveaniceday.主动出击：询问是否收到货，让买家等几天，然后说丢失，最后引导退款（缺货未发，下架清仓为0）Dearfriend,Howareyoutoday?Thisis__.Thankyousomuchforyourpurchase.Theitemhasbeensendouttoyouabout30daysago.Doyouhavereceivedit?Ifthepackagestillnotarrive,pleasefeelfreetoemailusandwewilldoourbesttosolveitandofferyouasatisfactoryservice,evenoffer