Ebay平台客服细节

1、EBAY客服细节及邮件回复示例邮件格式:Dear Customer-Name,Thank you for your email, 正文 正文If you have any questi on please feel free to con tact us.(If you have any further questio ns please do not hesitate to con tact us)Best Regards(Si ncerely)Your Name售前邮件:1、议价。我们不接受一般客户议价，除客户需批量够买外，批量购买议价的，需向相关销 售人员与部长汇报，由销售人员向采购人员

2、获得批量价格后告知客服，部长同意 后最后由客服人员回复客户给予批量价格。针对先前有承诺给予优惠的老客户， 则给予相应承诺的优惠价格。页脚内容婉拒客户讨价示例:Dear Thomas,Thank you for your email,We are sorry that we can't reduce the price for you, The price now is our rock-bottom price.Thankyou for your visiting our store, If you have any question please feel free to con t

3、act usSin cerelyBob给予客户折扣价示例：Dear Thomas,Thank you for your email,We can only offer $9.99 per item for you if you want to buy 50 pieces. Ifyou accept the price please con tact us and we will send a in voice to you,Thank you.Sin cerelyBob注：如果发in voice给客户进行Off ebay交易的话记得不要直接回复客户从 ebay 后台写来的邮件，应另写信给客户的

4、收信邮箱，因为ebay不允许进行Off ebay页脚内容交易。2、咨询发货地区。我们只发美国境内地区（包括Alaska/Hawaii、波多黎哥等美国属地）、PO Box地 址（用USPS发送方式，并不可用UPS Return Label收回，因UPS不送PO Box 地址）及加拿大境内地区，目前暂不发美国与加拿大以外的国家。示例：Dear Thomas,Thank you for your email,Y es, we do ship to UK, please trust to purchase或We are sorry that we only ship in side the USA a

5、nd Can ada, Thank you foryour visit ing our store。Sin cerelyBob3、咨询发货方式公司提供3种发货方式给客户选择，默认情况下采用USPS免费平邮，另有UPSGround、UPS 2d Day可供客户选择，当产品价值超过一定金额（$80左右）客户 并采用了默认发货方式时，公司为避免物品物丢失带来的损失，会转由UP9Ground 发货方式，因为USPS平邮没买保险，UPS有购买保险。示例：页脚内容Dear Thomas,Thank you for your email,We offer there shipp ing way for bu

6、yer to select: USPS First Class Mail、UPSGround and UPS2nd Day, By default we usually ship via USPS First Class Mail, it ' s free shipping and this shipping way accept POBox address, UPS shipp ing way is not ship to PO Box address.Buy the wayweusually ship out the item with in 1-2 bus in ess days

7、 and usuallyit takes 1-5 day to delivered.If you have any further questi ons please do not hesitate to con tact us,tha nk you.Sin cerelyBob4、技术问题一般产品的使用及产品无法解决的技术问题，直接咨询相关销售人员帮忙解决。售中邮件：1、更改地址。产品还未发出前，客户来信要求更改地址的，客服人员需及时将客户提供的新地 页脚内容址通知给做单同事，让做单同事更改发货地址。如果因客户原因未及时或未通知 我们更改地址，导致产品发出后无法收回或被他人收走，造成的损失我们

8、一般不负责任。但客户有来信要求更改地址的，客服人员必须优先处理。2、更换产品。分两种情况，一是产品尚未发出，一是产品已发出。A.产品还未发出时，首先通知做单同事先Hold住订单不发货，然后了解好客户需要更换哪个产品，接着处理好差价（如需补差价，则直接通知客户将差价发 到我们的Paypal账号里，如需退差价，则通知 RMA同事，再由RMA同事通知 财务同事退给客户差价），最后通知做单同事处理好更换产品事宜并发货（如 果是补差价的一般等我们收到客户差价后发货，如果是退差价的一般则可以与 发货同时进行）。示例：Dear Thomas,Thank you for your email,We can e

9、xcha nge the new item for you, the new item you want to excha nge is $35 and you have paid $25, so you need to pay $10 for the differenee, please send $10 to our paypal acco unt: , after we receive the money we will ship out the item ASPS, tha nk you.If you have any further questi ons please do not

10、hesitate to con tact us.Sin cerelyBobB.产品已经发出时，为售后邮件，走售后流程（查看下面章节）3、取消订单。也分两种情况，一是产品未发出，一是产品已发出。A.产品未发出时，首先Hold住订单并取消该订单进行退款处理，由做单同事通知财务同事退款。然后客服人员进入Ebay后台Can cel订单以便ebay退回FinalFee,最后写信通知客户接收 Can cel订单。示例：Dear Thomas,Thank you for your email,We havese nt you a request to can cel the order, please ch

11、eck your emailand agree to can cel the order. Thank you for your visit ing our store.If you have any further questi ons please do not hesitate to con tact us Sin cerelyBobCan cel订单操作如下：1、进入 Resolutio n Cen ter ，选 I want to can cel a tra nsacti on.然后页脚内容Con ti nue.Resolution CenterResolve a problemWe

12、 always encourage our members to communicate with each other whert therers a problem with a transactior. If you've already attempted to contact the iriember but were urrable to resolve the problem, yoj can open a caeTo start the resolution process, please telE us what your problem is:I bought an

13、 itemC I haven't received it yet.C I received an item Thai dees not match theI sold an Item.C 1 haven't received my payment yet. I want to cancel a transaction.seller's descriplionConti nupMy probl&in is not listed here2、输入客户所购买 Listing的Item Number，然后 Continue.CanceE a transactionBef

14、ore you cancel a Iransaction:1. Make sure your buyer has already agreed to cancel the transaction. If yojr buyer doesn't accept your i Valua F&e credit.2. If the buyer has already paid, send a refund. We advise buyers to only accept can 匚创1 日 tion requests if 1To open a cas&j.fill in the

15、 item rumber and select Continue.Learn more about canceling a transactrenHern number(110509366669 Look for item rumber hereCaniinue I3、选择需要Can cel订单的客户ID,然后 Continue.You are about to report a case for the following item: Mini Display Port to HDiMI Adapter For Apple Mac AiirPlease select Lhe buyer in

16、volhred in Ihi case. Iff a buyer i右 involved in mare thaii cile trana匚tiori you miusiSelectUserIDrdJdelGwdelightOct-04-2011 12:41:36 PDT广rodluh efiiOctJQ9-2Q1 1 19 26.32 PDTgzur314Oct-102011 14:39:20 FDTOct-10-2011 19=34:56 PDT广«=laijs1273Oct-1 D-2Q11 22 33 2B PDTCalbert.matiaOcMI-2011 02:28:37

17、 PDTrimwong6109Oct-11-2011 12.33.45 PDT广bfreeporrtOct-12-2011 1B 44 15 PDT厂lylerlOIOIOct-13-2011 19:32:11 PDTrvillarroelNov-25-2011 14.19.34 PST厂dm PiiteiguRDec06-2011 19 00： 32 PST厂jopet68smnDec-11-2011 16:59:09 PSTrcar Io57Dec-22-2011 12.27.15 PSTbn* AchfimilyliDec-2S-2011 17-32:36 PSTPuge 1 of 1C

18、onliniug I Can亡ml4、选择一个Cancel订单原因（根据实际情况选原因），并可在下面输入框里输入额外信息，然后 Sent Request完成Cancel a transactionItrm： Mini Display Port to HDMI Adapter For Apple Mac Air Pro ( 1105C93G66G9) View purchased itemTransaction end: Dec-11-2011Buyer: jopet63sunCase type: Cancel transactionTo send a request to cancel thi

19、s transaction to the buyer, select a reason and click the Send request tuttcGive the buyer d reason far wanting to cancel this transaction： -Select One -T jProvide additional information to the buyer (optional)500 characters limit. No HTML or javascript allowed.B.产品已发出时，为售后邮件，走售后流程（查看下面章节）4、Back ord

20、er。客户下单后，发现无货可发的为 Back Order，此时要根据实际情况来 及时通知客 户。首先向销售人员或采购人员了解 Back Order产品的最近到货情况（包括最近是否 有货到，什么时候能到），然后及时写信给客户告知情况（1如果确信2-5天短 期内能到货的，可编个可信的理由-女口：产品被海关扣压、供应商发错产品 等，会推迟几天发货，问客户是否可接受，如不能接受则退款处理，如接受可承诺客户下次购买给予一定的优惠，等产品到发货时及时通知客户，2、如果产品短期内不能到货的，亦可编个理由或直接说产品sold out ,建议客户退款，如客户仍愿意等待，则按客户要求处理。注：如与客户说sold

21、out的得与销售人 员确认Back order Listing已经下线，以避免客户进一步投诉。3、对于写信给客户超过3天未有回复的，再写一封邮件通知，超过7个工作日未收到客户 回复并且仍未有新库存到货的情况，建议直接退款给客户并Cancel订单。）产品较久不能到货建议客户退款示例：Dear Thomas,We regret to tell you that the item you ordered on 10-25-2011 has run out of stock, and the newitems would not arrive until 11-28-2011, so wecan

22、9; t ship out the item on time, we are really sorry for the inconvenience our mistake cause to you. In this case we have to refund to you, I know you are very disappoint with this transaction. But we still advise you can accept the refund, or do you want to wait the newitem arrive? Please advise.Tha

23、nk you.页脚内容Again weare really sorry for the inconvenience and looking forward to your reply.Sin cerelyBob产品短期内可到货，询问客户等货还是退款示例：Dear Thomas,Weregret to tell you that wecan' t ship out your item ordered on 10-25-2011 in time, because our goods were temporarily impo un dedby the custom, the custom

24、cleara nee may takes 3-5 days, we are really sorry for the inconvenience cause to you, would you like to wait or want to get a refund? Please advise.Again weare really sorry for the inconvenience and waiting for your reply.Sin cerelyBob以上短期可到货理由也可用其它合理理由如：Because of the systemproblem/rai n day 等售后邮件

25、:页脚内容1. 退换货RMAA、卖家原因，如产品描述弄错导致客户买错产品，或我们发错货、迟发货，产 品质量问题等因素导致客户需换货、退货的，首先登录UPS网站发Return Label 给客户，然后写信给客户表示道歉并让客户用Return Label将产品退回并问清客户是要换产品还是退款（可根据实际情况发一小产品给客户作礼物，客户换 货的记得留言时说明与产品一起发出），接着客服人员到远程ERP留言说明收到 退回产品后的相应处理方案（如是要退款还是换货，什么原因、换哪个产品、 退多少款，并相应留下客服人员名字及时间），收到退回产品后RM/同事则会根 据留言作相应处理。产品发出/退款后RMA同事会

26、通知客户处理结果。另：针对一些低价格（如$10以下）未退回的产品需做 RMA勺，除了以上操作夕卜，还需要通知 RMA同事做RMA此外卖家原因导致的退、换货的，均建议发Return Label让客户退回产品 或 让 客户自行先退回产品然后告知我们退回的运费，然后我们直接退回运费给客户，因根据以往的经验，让客户自付运费退回产品，将很大程度上激起客户的不满 而留差评，而此种差评也较难去除，即使能去除也可能将会付出更大的代价。总之对于卖家原因造成的问题应充分考虑客户的感受，避免再引起客户的更多不满，充分准备，本着替客户解决问题的立场进行处理。确认了产品因卖家原因导致出了问题，客户要求退换货示例：Dea

27、r Thomas,Thank you for your email,We are really sorry that the item was wron g/defective, Please send itback to us for页脚内容 excha nge/ refund.Please write RMA # 6018440 on the return package, and send it to the followi ngaddress:Mambate USA Inc / Novapcs USA Inc / Brai nytrade USA Inc7708 18th ave /

28、7710 18th ave / Ms Elle n WuBrookly n, NY 11214 / Brookly n, NY 11214 / 153 Lin den st, Passaic NJ 07055-2127Un ite StatesPlease inform us after you send the package and tell us the shipp ingfee you sent back.Wewill send you a newreplacement/full refund to you and the shipping fee afterwe receive yo

29、ur retur n package. Thank youIf you have any further questi ons please do not hesitate to con tactus.Sin cerelyBobB买家原因，如客户不再需要产品等客户自身原因导致需退货、换货的，首先 页脚内容写信让客户自行将产品退回并了解清楚客户是要换货还是退款，然后根据情况 收取客户产品价格的15%为Restocking Fee （一般情况下，产品无质量问题换 货的我们是不收客户的Restocking Fee，而无质量问题退货的可视实际客户情 况收取，如果客户有表现说是我们原因导致产品不合用的，

30、但实则是客户本身 原因未充分了解产品描述导致的退/换货，我们都应谨慎处理）。接着客服人员 到远程ERP留言、通知RM/同事（详见如上a所述）。WL注：1、如果客户是换不同产品的，产生了差价，则应先处理好差价：补差价的 让客户直接将差价发到我们的 Paypal账号，退差价的则通知 RMA同事，然后由 RMA同事通知财务同事处理退差价。示例：Dear Thomas,We can exchange the B item for you, but before we ship out the new itemvyou should pay the price differe nee, you have

31、 paid $25 for the A item,TheB item is $35, thus you should pay $10 for the price differenee, please just sent the money to our paypal acco unt:.A on the retur n package, and send it to the follow ing address:Mambate USA Inc / Novapcs USA Inc / Brai nytrade USA Inc7708 18th ave / 7710 18th ave / Ms E

32、lle n WuBrookly n, NY 11214 / Brookly n, NY 11214 / 153 Lin den st, Passaic NJ 07055-2127Un ite States页脚内容After we received the return item and the price differenee we will shipout the new item and inform you the traeking Number.If you have any further questi ons please do not hesitate to con tact u

33、s.Sin cerelyBob2、有一种情况是我们产品已经发出，但客户尚未收到货，而收到客户退/换货要求的或发现我们发错货的，应及时写信通知客户到时拒收包裹，让快速公司退回产品，这样可免付产品退回运费。示例：Dear Thomas,We have received your email about excha nge/retur n the item, but we are sorry that we haveShipped out your item on 20-5-2011 via usps/ups, theYouRefund, please just reject the item wh

34、enthe item deliver, after wereceive the retur n packageWe will excha nge the new item/full refund the money to you. Than kyou.Sin cerelyBob换货需补/退差价的，按实际差价情况给予说明页脚内容3、产品退款的须到ebay后台Can cel订单2. 包裹丢失、较长时间未收到包裹产品发出后，客户长时间未收到包裹而来信时，客服人员应及时根据Track ingNumber到USPS/UP网站上查明产品状况，一般会有两种情况：A、显示产品已经到货，但客户反映没收到包裹。此

35、时先告知客户产品在网站显示已到货，让客户问家人与邻居是否有人帮他先签收了包裹，如果没人代收包 裹且包裹自发出日起超过了10个工作日，并且是采用USPS发货方式的，让客户联系USPSsupervisor ( call 1-800-ASK-USPS ) 了解包裹情况(包括产品送到了哪 里，放在了哪里)，如果确认包裹丢失，让客户到当地轉IUSPS或警察局开包裹丢 失证明然后以电子文档形式发给我们，我们收到证明后根据客户要求可重发或 退款。如果采用的是UPS发货方式的，可联系美国同事 Tracy ()，让其联系UPS了解情况，如果包裹确认丢失，可向UPS进行索赔。注：如果客户不愿或表示无法开 USPS

36、包裹丢失证明并态度很强硬的，可根据客户所购买产品的价格来决定是否再发货或退款，对于产品价格在$30美金以下的，可以按客户要求重发或退款，对于产品超过 $30美金的，可示例：Dear ThomasThank you for your email,We have tracked your item on and it shows that the item has delivered页脚内容on 20-8-2011, would you please ask your family and your neighbor if they have picked up the package for y

37、ou? If you still can' t find the package please try to ask the mailman if the package has been deliveredand wherehe left it or please wait a few more days.If you believe the package was lost please email us and w will track your packagepromptly with the shipping service broker and try to locate

38、the package, but it may take many days. Lossesare rare, but they do sometimes happe n. We resolved shipp ing problems as quickly as we can by promptlyfollow ing up on the shipme nt track ing and in sura nee payme nt. And you are resp on sible for seek ing recourseshould your package be lost, thus yo

39、u need to file a claim for the item is lost from the freight company, oryou can get a claim as the package was stolen from the local police station. Then send the claim to , afterwe receive and confirm the claim we will sent a new replaceme nt to you or full refund to you.We are not resp on sible for a package that gets lost in shipp ing. However if the freight compa ny （ex. FedExor UPS