客服回复模板

1、编辑：dylan青岛电商汇 关注公众号：青岛电商汇，获取跨境电商纯干货 跨境电商客服回复模版 作者不详，via 伟大的互联网 速卖通客服模版 目 录 留言模板 .3 模板一（收到订单后留言）： .3 模板二(发货后留言)：.3 模板三(客户 30 天后仍然没有收到包裹的留言）：.4 模板四（货物到达海关后，提醒货运相关进展）： .4 模板五（货物达到邮局）： .5 模板六（评价时的模板）： .5 给客户评价时的模板： .5 好评客户留言模板： .5 中评客户留言模板： .6 差评客户留言模板： .6 客户未评价： .6 模板七（发错货物，漏发货及时提醒客户）： .7 模板八（推荐订阅店铺）：

2、.7 给新买家推荐： .7 给老买家推荐： .7 模板九 （论坛推广模块）：（速卖通教程链接地址） .8 模板十（节假日祝福）： .8 模板十一（对老客户推销模板）： .8 模板十二(客户抱怨全部是免运费，没有按指定的运输方式来发）：.9 模板十三（客户拍买了但是未付款）： .9 模板十四（说服国际站客户到速卖通购买的第一封邮件）： .9 模板十五（客户拍了但是没有付款）： .10 模板十六（客户留言过失没有及时回，香港小包无路径查不到） .11 模板十七（客户对材质误会并且提起纠纷并且没有及时回复） .12 (投诉）：.13 投诉中国邮政小包还没有收到货 .13 投诉发货数量少 .15 客户

3、投诉标明快递免运费结果不是免运费的(参考订单）.15 其它模板： .16 1、当买家光顾你店铺, 询问产品信息时： .16 2、鼓励买家提高定单金额和定单数量, 提醒买家尽快确认定单 .16 3、交易进行中，通知买家去参看物流情况 .16 4、当完成交易，您表示感谢，并希望他下次能够再次回头时，可参考： .17 5、推广新产品,给买家推荐自己热销的产品。 .17 6、货物断货， .17 7、大量订购询问价格 .18 8、海关问题， .19 催促下单，库存不多 .20 回应买家砍价 .21 断货 (out of stock).21 因为周末导致回复不够及时,先表示歉意 .22 关于支付 .22

4、选择 escrow，提醒折扣快结束了.22 合并支付及修改价格的操作 .23 提醒买家尽快付款模板 .23 订单超重导致无法使用小包免邮的回复 .25 海关税 (customs tax) dear x,.26 因为物流风险，卖家无法向买家国家发货 .26 已发货并告知买家 .27 物流遇到问题 .27 如果买家希望提供样品，而贵公司不支持样品时， .28 模板五： .29 客户投诉没有收到货的模板：、 .29 客户投诉款式发错的模板： .30 客户投诉销售情况不好的模板： .31 客户抱怨发货太慢的模板： .32 留言模板留言模板 模板一（收到订单后留言）：模板一（收到订单后留言）： hi,

5、*, thank you very much for your order, we will send you the goods within 1-3 days by china post mail (*), if any question, dont hesitate to ask me, hope we will have a good start cooperation. thank you. 模板二模板二( (发货后留言发货后留言) )： hello, *(客户名称）, it is a pleasure to tell that the postman just picked up

6、your item from our warehouse, it is by *(物流方式）about * working days to arrive. the tracking number is *, tracking web:*, you can view its updated shipment on the web, which will be shown in 1-3 business days. also our after sales service will keep tracking it and send message to you when there is any

7、 delay in shipping. we warmly welcome your feedback. 模板三模板三(客户 30 天后仍然没有收到包裹的留言）： hello *, this is *, i am sending this message to update the status of your order. the information shows the parcel didnt arrive your country, apologize that the shipping is slower much than usual. hope it is not a big

8、trouble for you. just now we extended the taking delivery time for you, thank you very much. best wishes. 模板四（货物到达海关后，提醒货运相关进展）：模板四（货物到达海关后，提醒货运相关进展）： hello sir/madam this is *. i am sending this message to update the status of your order. the information shows it was handed to customs on jan. 19. t

9、racking number：*. you can check it from web: *. you may get it in the near future. apologize that the shipping is a little slower than usual. hope it is not a big trouble for you. best wishes. 模板五（货物达到邮局）：模板五（货物达到邮局）： hello sir/madam this is *. i am sending this message to update the status of your

10、order. the information shows it is still transferred by sydney post office. tracking number：*. please check the web *. you will get it soon, if your country post delay it, please try to contact and urgent them, maybe you can get it earlier. please note that package delivery. hope you love the produc

11、t when get my products. if so please give me a positive feedback. the feedback is important to me. thank you very much. best wishes! 模板六（评价时的模板）：模板六（评价时的模板）： 给客户评价时的模板：给客户评价时的模板： dear buyer, thank you very much for your order, i hope we will have a long-time cooperation, dont hesitate to contact wit

12、h us if theres anything what i can help you, best regards. 好评客户留言模板：好评客户留言模板： hello, *, i am so pleased and grateful that you gave us a good feedback /you are satisfied with our products and service, i hope i can apply to give you a good discount or send a gift to you when you order next time. thank

13、 you very much. best regards 中评客户留言模板：中评客户留言模板： 道歉：hello, *, i feel so sorry for all your inconvenience/ the quality question/ that you are not satisfied with *. 解释原因： 提出解决办法：in order to showing my apologies, we hope we can give you a good discount or send you a gift when you order next time. and th

14、ank you so much for your suggestion, hope we will have a long-time cooperation. dont hesitate to contact with us if theres anything what i can help you, best regards. 差评客户留言模板：差评客户留言模板： 在中评的基础上增加：i am looking forward to your reply whether or not you agree we fix this thing. if agree, honestly hope y

15、ou can revise the bad valuation. if you dont agree, could you give us a better suggestion? we hope we can fix this thing reasonably and positively. let us apologize to you again for all your inconvenience. thank you very much, best regards. 客户未评价：客户未评价： dear *，i just got the good news that you have

16、confirm receipt the parcel, i hope you are satisfied with our products. we would appreciate it, if you can give us a positive feedback, the feedback is very important to us. i hope we will have a long-time cooperation, dont hesitate to contact with us if theres anything what i can help you .thank yo

17、u very much. best regards. * 模板七（发错货物，漏发货及时提醒客户）：模板七（发错货物，漏发货及时提醒客户）： hello *, it is a pity to tell you a thing that our delivery member forgot to send the gauze bag to you, could i send you again or we give you $* discount to you when you order next time? so sorry for all your inconvenience. thank

18、you very much, best regards. 模板八（推荐订阅店铺）：模板八（推荐订阅店铺）： 给新买家推荐：给新买家推荐： dear*，thanks you for showing interest in my products. in order to offer a better service and keep you updated with the latest promotions and products, please subscribe to my store. any problem of subscribing, please refer to http:/

19、 原意：亲爱的*买家名称*：很高兴您关注我的产品，为了方便后续 给您提供更好的服务，建议您可以订阅我的店铺，可以及时了解我 的店铺和产品的最新动态。如果您在操作时遇到问题时，请参看 http:/ 给老买家推荐：给老买家推荐： dear *，welcome to subscribe to my store. by a few clicks you can enjoy our vip service such as the latest updates from new arrivals to bestselling products on a weekly basis etc. any prob

20、lem of subscribing, please refer to http:/ 原意：亲爱的*买家名称*：欢迎您订阅我的店铺，这样您每周可以 收到最新、最热销的产品信息，仅需要您简单操作，就可以享受给 您的 vip 服务。如果您在操 作时遇到问题时,请参看 http:/ 模板九模板九 （论坛推广模块）：（速卖通教程链接地址）（论坛推广模块）：（速卖通教程链接地址） 1.http:/ wn.html 2.http:/ ml 3.http:/ 模板十（节假日祝福）：模板十（节假日祝福）： 模板十一（对老客户推销模板）：模板十一（对老客户推销模板）： hello *, thank you ve

21、ry much for your order in our store, do you sell by online store or real store. could you send the website for my reference if you have an online store, you can tell me which product you selling mainly if you have a real store. we are a professional jewelry factory, i hope we can get the seller dom

22、news and your suggestion for the products. and maybe we can supply the product you are selling and be sure to give you best price than other suppliers for the same quality products. i hope we will have a long-time cooperation and help you have a better sale. thank you very much, best regards. 模板十二模板

23、十二( (客户抱怨全部是免运费，没有按指定的运输方式来发）：客户抱怨全部是免运费，没有按指定的运输方式来发）： dear *, thank you very much for your message, i am so sorry that you didnt check our product description carefully, please check it again, because many countries cant select the china post free shipping, so we set all are free shipping, and you

24、 will discover many stores are do so in aliexpress, and aliexpress have a course to tell us how to set all free shipping. even so, dear carlos, dont worry, we are an original factory, our price must be best for this product, and you must have no any lose. and i hope you will have a good sale and we

25、will have a long-time cooperation. 模板十三（客户拍买了但是未付款）：模板十三（客户拍买了但是未付款）： hi, dear*, i found you bought our products, but you didnt pay the money, if you feel the shipping cost is too high? or you dont know how to pay? could you tell me the reason, so that we can discuss to solve the question for you? 模

26、板十四（说服国际站客户到速卖通购买的第一封邮件）：模板十四（说服国际站客户到速卖通购买的第一封邮件）： hi, dear *, i am very pleased to receive your inquiry, snake necklace is one of our main products in our factory and we produce it many years with a good quality and service. because so many detailers buy this products now and the quantity usual ju

27、st have 100-500pcs, in order to save our clients time, we suggest you can buy our store directly, our store website address: snake necklace link is: http:/ you can see all the details such as the pictures, color palette, product description, all kinds of shipping cost etc. and you can pay by western

28、 union, bank, and credit card online, if you have no these, you can contact with us by paypal. please check it carefully, if you have any question for the price, operational approach, etc., dont hesitate to ask me, i will give you a satisfied answer and how to buy online. and i need tell you a good

29、news, when your order is more than $300, we will reduce all the shipping cost in our store and send the goods to you by express such as dhl, ups, ems, fedex etc. aliexpress company belong to alibaba company, too and it is fit well for the small order to buy online. hope we will have a start cooperat

30、ion in it and have a long-time cooperation. we hope you can give us some suggestion for our store for the picture, price, shipping, variety, moq etc. we will adjust all according to our clients view. i am looking forward to your reply/order, thank you very much. 模板十五（客户拍了但是没有付款）：模板十五（客户拍了但是没有付款）： oh

31、, my god.you didnt pay for the product incredibly. this is beyond my imagination. the products are so perfect, however they are still not make you satisfied. it seems that my service and product are not good enough, which let you wasted so much time in my shop and lose your confidence on me. im very

32、 sorry. wish you have a happy life. 模板十六（客户留言过失没有及时回，香港小包无路径查不到）模板十六（客户留言过失没有及时回，香港小包无路径查不到） dear giyani, so sorry for the delay reply，too many message after cny, so i missed to reply your message, really i feel so sorry. i have checked the message and our delivery record, all of the information sho

33、ws that we have shipped the parcel via hong kong post without tracking number, so it is untracked. but the rule of aliexpress specified that we must write a tracking number, if not, we cant send the goods online, therefore, my colleague wrote a tracking number of china post mail. im so sorry for all

34、 of the trouble we brought to you. i think i should tell you that there are so many parcel for hong kong post and the post is so slower than usual by the end of the year hope you can cancel the dispute and wait for more days in patience believe the parcel will arrive in the near future, please belie

35、ve that we wont make our clients bear any lose. if the parcel is returned or lost, we will refund you without any reason, please dont worry about that. if now we refund the money to you, when you get the parcel, you need pay the money to us or return back the parcel to us, i think that is trouble fo

36、r you or me. apologize again for all of the trouble brought to you. really so sorry because of the delay reply and not enough service. i hope you can give us a chance to give you a discount or a simple gift when you next order. thank you very much. jack 模板十七（客户对材质误会并且提起纠纷并且没有及时回复）模板十七（客户对材质误会并且提起纠纷并

37、且没有及时回复） dear mary i feel so sorry for the delay reply because we cant see the message of dispute center in time if we didnt go to dispute center, so i missed to reply your message, really i feel so sorry. i have checked the material of the earrings, and i confirmed with our ware hours stock, the ma

38、terial is crystal think you should confirm it again. and please send the goods pictures to our email () to confirm. on the other hand, we are honest seller and hope establish long-time cooperation with any kind customer, we cannot make our clients bear any lose hope you can understand and i am looki

39、ng forward your next order. thank you. jack (投诉）：投诉）： 投诉中国邮政小包还没有收到货投诉中国邮政小包还没有收到货 dear *, i am s*, i feel so sorry to bother you and all your inconvenience. we have followed the package tracking number all the time. now, the china post mail always cant arrive to our clients hand because of so many

40、parcel for china post, although most are about 18-43 days, but it still have many package just cant arrive more than 45-60 days or more, and sometimes some package return back to china (less 2%), we ask the china post mail that didnt know the exact reason they only can check the package status. mayb

41、e the customs clearance is a reason, your country post delaying is a reason, and china post delaying is a reason. i think the post mail service is worse much than the express. but it is very cheap when the weight is less than 2kg, we always feel so helpless for the china post, so our product decrypt

42、ion have risk tips for the post shipping way, we must deal with the delay positively, dont worry, we will still follow the tracking of you package. if the package return back by the postal service, when we get the package we will return back the money to you unconditionally. please try to contact wi

43、th your country post and urgent them, our experience shows that can let the package to your hand earlier, it have no any other way. dear *, because you give us a dispute, that had let us have a dispute rate and give us a very bad affection. if you can cancel this dispute within 4 hours that will hav

44、e an arbitrament rate that will give us more bad affection. hope you can comprehend our work, and i hope you will have a good sale for our products, and we will have a long-time cooperation. please believe the aliexpress company and believe our company, you wont bear any lose if you cancel this disp

45、ute, thank you very much.（如 果客户发起了一个纠纷） when you get the goods, please confirm it online, thank you very much, hope you will be satisfied with our goods and you will have a good sale, and we will have a long-time cooperation, thank you very much. (如 果已经到达客户国家） dear*, if your goods is urgent, i sugge

46、st you should select the express shipping way, when your order is more than $300, we will send the goods to you by express free shipping. if you are a mature buyer in aliexpress , you will discover, when your order is more than $300 in a store, usually you can get a good price (some store can be fre

47、e shipping less than $300, but the unit price is higher much), and it can save much shipping cost with a fast and safety shipping way. please confirm it, thank you very much.（向客户进行推销） if you still cant get the goods after 60 days, we or the aliexpress must refund all the money to you. (向所有这类型的投诉客户进行

48、此承诺） 投诉发货数量少投诉发货数量少 hi,*,i am so sorry about our careless, i need confirm the weight of parcel to check the less quantity with our shipment staff who just start to work after some days, because only less a pcs, i apply to our manager, i think, could we can fix this thing as following:1. could i offs

49、et the 1pcs money when you next order, and we give you a good discount or send a simple gift to you? 2. if you much refund now, could you give me your paypal account? really so sorry for all the convenience, thank you very much. 客户投诉标明快递免运费结果不是免运费的客户投诉标明快递免运费结果不是免运费的( (参考订单）参考订单） dear *, thank you v

50、ery much for your reply, i am so sorry that you didnt check our product description carefully, please check it again, because many countries cant select the china post free shipping, so we set all are free shipping, and you will discover many stores are do so in aliexpress, and aliexpress have a cou

51、rse to tell us how to set all free shipping. even so, dear carlos, dont worry, we are an original factory, our price must be best for this product, and you must have no any lose. and i hope you will have a good sale and we will have a long-time cooperation. 其它模板：其它模板： 1 1、当买家光顾你店铺当买家光顾你店铺, , 询问产品信息时

52、：询问产品信息时： 重点：跟买家初次打招呼，要亲切、自然并表示出你的热情。尽量在初 步沟通时把产品元素介绍清楚， 范例参考: hello, my dear friend. thank you for your visiting to my store, you can find the products you need from my store. if there are not what you need, you can tell us, and we can help you to find the source, please feel free to buy anything!

53、thanks again. 2 2、鼓励买家提高定单金额和定单数量、鼓励买家提高定单金额和定单数量, , 提醒买家尽快确认定单提醒买家尽快确认定单 thank you for your patronage, if you confirm the order as soon as possible, i will send some gifts. a good news: recently there are a lot of activities in our store. if the value of goods you buy count to a certain amount, we

54、will give you a satisfied discount. 3 3、交易进行中，通知买家去参看物流情况交易进行中，通知买家去参看物流情况 the goods you need had been sent to you. its on the way now. please pay attention to the delivery and sign as soon as possible. if you have any questions, please feel free to contact me. 4 4、当完成交易，您表示感谢，并希望他下次能够再次回头时，可参考：、当完成

55、交易，您表示感谢，并希望他下次能够再次回头时，可参考： thank you for your purchase, i have prepared you some gifts, which will be sent to you along with the goods. sincerely hope you like it. ill give you a discount, if you like to purchase another products. 5 5、推广新产品、推广新产品, ,给买家推荐自己热销的产品。给买家推荐自己热销的产品。 您好！ 在圣诞节来临之际，圣诞礼品将是一个热销

56、产品。很多买 家从我们这进货到他们自己的商店里出售。这个产品的利润不错。 以下是我们圣诞产品的介绍，请点击了解。10 个起批我们将给您批 发的价格. 6 6、货物断货，、货物断货， 货物偶尔的断货只要认真解释一下，买家能够理解，最好的办法是 告诉买家自己会积极尽量帮他找到她所需要的产品，同时向他介绍 类似的款式供其选择 hi friend, we are really sorry that the shoes you order is out of stock at the moment. i will contact the factory to see when they are goin

57、g to be available again. i would like to recommend you some other pretty shoes which have the same style. hope you like them as well. you can click on the following link to check them out. if theres anything i can help please feel free to contact us. regards 您好! 我们已经重新设置了价格。在原有价格的基础上，又给您 了 15%的折扣。我们

58、提供的价格比市场价要低，在这个产品上，我 们没办法给出更低的价格了。希望你能接受这个价格，如果有任何 问题，请和我联系。 谢谢！ 7 7、大量订购询问价格、大量订购询问价格 大量订单询盘，买家若是赶上采购季我们一定要抓住机会，对他们 的回复要一定要详尽，内容一般包括样品的价格、样式、采购量和 相应的价格，这个报价建议是包括运费的，而且价格要相对有优势， 给买家感觉是给他的一个优惠。 hi friends thank you for your inquiry, we very much hope to complete the order with you for me, here is the

59、 products link you need, if you buy 100 pieces, we can give you a wholesale price, $25/piece. if you have any idea, please let us know, and we will try our best to help you. looking forward to your reply. regards 谢谢您的询盘，我们非常希望能够与您完成此笔订单，下 面是我对您所需要的产品的介绍，如果您一次购买100件，我们可以 给您一个批发价格，每件25元.如果您有任何的问题，请和我沟

60、通。 我会竭尽所能来帮助你。期待您的答复。 8 8、海关问题，、海关问题， 某些国家海关的严格检查造成货物延误，建议及时通知买家，及时 的沟通让买家感觉你是一直在跟踪货物的状态，并是一位负责的卖 家，以免置之不理造成误会。 dear friends we received notice of logistics company, now your customs for large parcel periodically inspected strictly, in order to make the goods sent to you safety, we suggest that the