(1) 所有有質量問題的，買家一定要發給賣家圖片，賣家根據圖片進行核實，核實后確實是質量問題進行補發或者退款處理。若問題不嚴重、不影響使用的，可以給1~2 美元退款或者給買家下一個訂單一些折扣;問題嚴重到影響使用的，可以全額退款或者補發一件新的。
以有污漬為例回復:
Dear friend.
I am so sorry that it was stained. Can you try to wash it off? Through the photo, it seemsit is a small spot, I think it will be easy to wash off. If you can't wash it off, can you take it toa laundry to wash it? I think they may have special way to clean it, you can check how muchit will cost, we would like to pay for the cost, will that be ok?
Waiting to hear from you soon. Thank you very much in advance
以補發為例回復
Dear friend ,
I am so sorry that it was defective. It is our fault that we didn't check it carefully beforesend out We would resend you a new one with good quality , will that be ok? Sincerely hopeyou could forgive us , we will check it very carefully before send out.Waiting for your confirmation and then we will arrange to ship it for you soon.
Thank you.
(2) 如果發錯產品 (款式、顏色、尺碼)，買家也要提供圖片進行核實，可以讓買家拍下收到的產品圖片和袋子上貼的 SKU，確認是否 SKU 貼錯了抑或是倉庫發錯貨解決問題后要找到相應的負責人。
如果賣家發錯貨的話，可以與買家溝通，是否留下發錯的商品，或者通過貨物的性價比和其他方面 (物質補償或者下次訂單有折扣) 游說買家留下商品。若買家堅持換貨或者退貨，賣家就要可以補發正確產品或者按照買家要求的退款金額退款。
Dear friend.
I am so sorry to sent you a wrong color/item/size.
Please can you do me a favour to take a photo for the sticker which was put on the bag likeatached? Please don't worry , we will give you a good solution after find out the prob.lem. Sometimes the workers may put wrong sticker on the bag so that our warehouse sent bymistake.
We will check who packed it and will give you a good solution for it, please don't worry.
Waiting to hear from you soon.
Thank you very much.
當漏發、少發產品及配飾時，首先到通途里查看訂單發貨信息，是否有少發漏發，可以通過對比產品數量和包裹重量 (通途里有兩個重量一個是訂單估重，一個是通途重量，其中通途重量是包裹的實際重量)。如果真的少了的話，可以補發或者退款。少發配飾的，如腰帶漏發等，很難辨別，可以讓買家再查看包裹中是不是遺漏在包裹的角落里了，如果實在找不到的話，可以補發或者退相應的錢。補發之前要先和產品小組確認是否有多余的配飾可以補發，沒有多余的只能退點錢作為補償。
Dear friend ,
I am so sorry that you didn't receive the belt. Please can you double check the parcel? Itwas put separately. Please don't worry , if you can't find it, we will give you a good solution foryou. Thank you.
當包裹物流信息顯示妥投但客戶卻說未收到的，一律不可以退款，只能讓買家聯系物流公司或者查找其他丟失的原因，如別人代領。
Dear friend,
I am so sorry to hear that you haven't receipt your order.
I tracked your parcel found it has delivered to you on 11th Jan, 2016, attached is thetracking information , you can have a look.
If you still haven't got it, please kindly check with your family to see if anybody picked it oryou can call your local postal office to see where and who they sent it to. Hope you will get it soon.Thank you so much.
(4) 物流方式與買家選擇的不一致，這種情況很少發生，一般發生的話買家也不會找麻煩，除非因此買家被收取了額外的費用。如有因此產生額外的費用，我們可以適當退款作為補償。海關偶爾會抽查包裹，這個不是我們可控的，一般我們不承擔此費用。最多可以承擔部分稅費或者給買家下一個訂單一點折扣以示補償。
Dear friend,
We are so sorry that you were taxed. As you know, the customers always will check someof the parcels and may charge for it This is out of our control. Hope you could understand. Butwe would like to give you a little discount for your next order. Thank you.
空包裹這個是不可能事件，如果買家說收到的是空包裹，基本上可以判定買家是個騙子(問題也有可能出現在海關人員身上)，這種情況一概不退款、不補發。
Dear friend,
It is so regret to hear that it was empty bag, may I know was the parcel broken when youreceipt? We never sent empty parcel, because if it is empty parcel, our postman even don'collect it and ship it for us. Hope you could check if your family or friend take out the item fo.you. Thank you.
注:物流查詢網址:www.17tracknet
(5) 所有以未收到貨為由提糾紛的，要先看下承諾運達時間并到通途里查詢包裹的物流狀態。
承諾運達時間:可以看運費模板里面有我們設置的承諾運達時間或者詢問速賣通客服。
承諾運達時間:是在速賣通平臺原有“大小包 60 天未妥投糾紛退款規則”的基礎上，將設置物流時間的權力交給賣家，讓有能力為買家提供更好物流服務、敢于對買家承諾物流服務的賣家優勢得到突顯，增強買家購物信心，提升買家購物后保障而推出的一項消費者保障服務。它是我們處理因物流原因未收到貨的依據，原則上如果包裹未在承諾運達時間內妥投的話，我們應該退款給買家。
發中郵小包的:承諾運達時間為60天(巴西90天)，一般20~40 天可送達發E郵寶的:承諾運達時間為27 天，一般5~15 天送達。
(6) 有時候某些產品可能斷貨了，我們一般會先更新物流單號，這個時候是查不到物流跟蹤信息的(實際還未發出): 此時有客戶問物流情況，可以跟買家說包裹丟了，我們可以給他補發:若買家不要了，讓賣家申請退款，退款給買家。
Dear friend .
I am so sorry that you haven't receipt your order.
Just now I tracked the parcel found there is no tracking information, I called our postaloffice, they said it was lost on the way. We would arrange to resend you a new one. Please canyou help us to cancel the dispute to wait for it? Please don't worry about your money, I haveextended the protection time by 30 days for you. lf you still can't receive it, you can open anew dispute.
And if you can't wait for it, we will refund you the money.
Waiting to hear your idea.
Thank you very much in advance.
(7)貨物仍然在運輸中，未到承諾運達時間，這種情況一律不可以退款，和買家溝先取消“退款申請”再等待一段時間，買家不愿意取消“退款申請”的，也只能等到到達承諾運達時間之后才可以退款。
Dear friend.
I am so sorry that you haven't receipt your order.
Usually it takes 20 -40 days for delivery, sometimes it maybe a little slow due to manyfactors, such as bad weather, busy shipping season, holidays and so on. And I tracked theparcel found it is in normal transit now, attached is the tracking information for your reference. Hope you could help us to cancel the dispute and wait for more days.
On the other hand, the promised delivery time is 60 days and there still have 25 days be-fore the deadline, we can't refund now, sincerely hope you could cancel the dispute to wait formore days.
Please don't worry about your money , if you still can't receive it before the deadline , youcan open a new dispute and we will full refund you by then.
Thank you very much for your kindly understanding.
(8) 物流信息顯示妥投但客戶反饋未收到的，這種情況也一律不可以退款。有時可能是因為時間有延誤，可以讓買家再等等或者聯系物流公司查詢;或者提醒買家詢問是否有人代收。
Dear friend ,
I am so sorry to hear that you haven't receipt your order.
I tracked your parcel found it has delivered to you on 11th Jan, 2016, attached is thetracking information , you can have a look.
If you still haven't got it, please kindly call your local postal office or check with yourfamily to see if anybody else picked it up for you.
If you will receive it soon , hope you can help us to cancel the dispute.Thank you so much
(9)超時未妥投，首先要確認包裹的物流狀態，如果只是超時了幾天的，查詢超時的原因是由于天氣還是節假日等的影響，可以與買家溝通再等一段時間，或者補發貨物;若超時比較久的比如半個月以上的，可以根據買家提交的留言進行協商，買家實在不愿意等待，可以馬上接受糾紛退款
Dear friend ,
I am so sorry that you haven't receipt your order.
Sometimes it will be a little slow due to many factors, such as bad weather, busy shipping season, holidays and so on. Please can you wait for a few days more?
And sometimes the tracking information may not updated on time. If you're convenient,please can you call your local postal office to check it? You can give them your tracking no. tocheck it.
Please don't worry about your money , if you can't receive it, we will refund you the moneyThank you.
(10) 包裹被退回這種情況可以退款或者補發。首先查看包裹被退回的原因，原因不明確的，就直接退款或者問買家愿不愿意補發;如果是地址錯誤或者買家超時未去領取的，若買家同意補寄，要跟買家再次核對地址并告知買家要及時去領取包裹。
Dear friend ,
It is so regret that it was returned to us.
I am not sure what happened with it, is there any problem about your address?
And do you want us to resend it for you? If you agree with resend, hope you could helus to cancel the dispute, because we only could arrange our warehouse to resend the item afterdispute be cancelled. If you can't wait for it, we will refund you the money.
Waiting to hear your idea. Thank you.
注:所有需要補發的糾紛訂單，都需要先取消糾紛才可以安排補發，補發前再次和買家確認好要補發的產品尺碼以及買家地址。
3妙用
經過了一段時間的積累，要把所有客戶資料按照不同的要求進行整理。整理數據是比速賣通后臺系統里“歷史客戶統計與營銷”更完善更清晰的分析手段。
郵件主要可以用在以下幾方面:
(1)定期給客人推介新品。
(2)詢問客人使用反饋。
(3)每年的節日祝福。
(4)發貨后提醒。
(5)評價提醒。
(6)售后問題處理
(7)建立比SMT在線店鋪更穩定的客戶關系體系
4.常用郵件模板
(1)未付款訂單:
Dear x X，
We have got your order of x x x x x x But it seems that the order is still unpaid. lfthere's anything I can help with the price , size , etc. , please feel free to contact me. After thepayment is /confirm/ied,I will process the order and ship it out as soon as possible. Thanks!
Best Regards
Name
譯文:我們已收到你的訂單，但訂單似乎未付款。如果在價格和尺寸上有什么能幫助的，請隨時與我聯系。當付款完成，我將立即備貨并發貨。謝謝!
提示:請根據您產品自身特點對描述內容進行修改。
(2)已付款訂單:
Dear xx，
Your payment for item x x x x x x x x x x x x x x has been /confirm/ied. We willship your order out within x x business days as promised. After doing so , we will send youan e - mail notifying you of the tracking number. If you have any other questions , please feelfree to let me know. Thanks!
Best Regards
Name
譯文:您的訂單編號為x xxx x x x x x xxxxx的款項已收到，我們將在承諾的x xx天內發貨，發貨后，我們將通知你貨運單號。如果您有任何問題請隨時聯系我。謝謝!
(3) 發貨后:
Dear x x ,
The item x x x x x x x x x x x x x you ordered has already been shipped out andthe tracking number is x x x X x x X x x x x x x x.The shipping status is as follows.xxxxxxxxxxxx x x.You will get it soon.
Thanks for your support!
Best Regards
Name
譯文:訂單號為xx x xx x x x xx x xx的貨物已經發貨，發貨單號是xxxxxxxxxxxxxx，運輸方式是xxxxxxxxxxxxxx，訂單狀態是x x x x x x x x x x x x x x。您將會很快收到貨物，感謝您的支持和理解!
提示:請填寫訂單號、發貨單號、運輸方式和發貨日期。
(4) 詢問是否收到貨:
Dear x x,
According to the status shown on 17track website ,your order has been received by you. Ifyou have got the items, please confirm it on alie x press. com. If not, please let meknow. Thanks!
Best Regards
Name
譯文:EMS 網站顯示您已收到貨物。如果您已收到貨物請到敦煌網確認，如果有問題請告知我。謝謝!
提示:可根據您貨物的實際情況進行更改
(5) 客戶投訴產品質量有問題:
Dear x x,
I am very sorry to hear about that. Since I did carefully check the order and the package tomake sure everything was in good condition before shipping it out,I suppose that the damagemight have happened during the transportation. But I'm still very sorry for the inconveniencethis has brought you. I guarantee that I will give you more discounts to make this up ne x t timeyou buy from us. Thanks for your understanding.
Best Regards
Name譯文:很抱歉聽到發給您的貨物有殘損，我在發貨時再三確定了包裝沒有問題才給您發貨的。殘損可能發生在運輸過程中，但我仍舊因為帶給您的不便深表歉意。當
您下次從我這購買時，我將會給您更多的折扣。感謝您的諒解。
提示:請根據投訴的實際情況進行更改。
(6)訂單完成:
Dear x X
I am very happy that you have received the order. Thanks for your support. I hope that youare satisfied with the items and look forward to doing more business with you in future. Thanks !
Best Regards
Name
譯文:我很高興地看到您已收到貨，感謝您的支持。希望您滿意，并期待著在將來與您做更多的生意。
(7)提醒買家給自己留評價:
Dear x X,
Thanks for your continuous support to our store, and we are striving to improve ourselves interms of service,quality, sourcing,etc. It would be highly appreciated if you could leave us apositive feedback, which will be a great encouragement for us. If there's anything I can helpwith , don't hesitate to tell me.
Best Regards
Name
譯文:感謝您繼續支持我們，我們正在改善自身的服務、質量、采購等。如果您可以給我們一個積極的反饋，我們會非常感激，因為這對我們來說是一個很大的鼓勵。如果有什么我可以幫助的，不要猶豫請告訴我。
客服郵件回復并沒有固定的模板，我們要學會根據實際情況靈活運用，郵件回復要注意:簡潔、專業、熱情、禮貌。
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本文來源： 速賣通常見問題處理方法及回復技巧
