跨境电商实务英语（第3版）教学案例

案例1：InquiryandReplyaboutProductQualityYourunastoresellingbabydollsonAliExpress.AbuyernamedLucyfromUSAwasinterestedinoneofthedollsasshowninthefollowingpictureandshewantedtoconfirmthequalityofthebabydoll.Lucy：Hi,howaboutthequalityofthebabydoll?IsitmadefromenvironmentalfriendlymaterialsandtestedbytheNationalQualityControlDepartment?由于跨境电商平台仅仅提供产品图片和产品文字描述，买家无法直观把握产品质量，特别是质量导向型买家，产品质量是他们首要考虑的因素，因此，他们在下单前会就质量问题进行咨询和确认。比如，以上案例中的买家Lucy在下单前，就看中的仿真娃娃与卖家进一步沟通，确认该产品质量完全符合标准。卖家在回复中应如实、友好地回答买家提出的相应质量疑问，并突出产品的质量优势，如使用环保材料、经过质检部门的检测，或者附上其他买家对质量认可的留言及生产厂家制作仿真娃娃的流程图片等等，让该买家打消顾虑，放心购买。【Example】DearLucy,带有姓名的称呼语带有姓名的称呼语Thankyouforyourinquiry.致谢Iampleasedtoansweryourquestion.表达和传递情感的词句会使原本普通的邮件独具神韵和魅力。这句通过“我很乐意回答您的问题”有助于密切彼此的关系。Ourstuffedtoysareofverygoodqualityandobtainedfavorablecommentsfromcustomers.突出产品质量优势和客户好评Weonlyuseenvironmentalfriendlymaterialsandwecanguaranteethatthestuffedtoysarewelluptoallstandards.提供更多相关的细节致谢表达和传递情感的词句会使原本普通的邮件独具神韵和魅力。这句通过“我很乐意回答您的问题”有助于密切彼此的关系。突出产品质量优势和客户好评提供更多相关的细节Ifyouhaveanyquestions,pleasefeelfreetocontactus.友好的结尾，没必要使用“Regards”友好的结尾，没必要使用“Regards”Name案例2：InquiryandReplyaboutProductMaterialYourunastoresellingLady’shandbagsonAliExpress.Thereareawiderangeofhighqualityhandbagsinyourstore.AbuyernamedMaryfromCanadawasinterestedinoneofthehandbagsasshowninthefollowingpictureandshewantedtoconfirmthematerialofthishandbag.Mary：Hi,thislady'shandbaglooksnice.Isitmadeof100%genuineleather?一些产品，例如包、鞋类往往因材质的不同在售价上存在较大的差距。上述询盘中，买家Mary对于女士手包是否100%真皮材质存在一定的担忧。为打消买家的顾虑，卖家应给予明确回复，并可以附上已购买该类产品的其他买家评价来进一步加强该买家对于产品材质的信任度，争取订单成交。【Example】HiLucy,邮件中可以使用非正式的问候语邮件中可以使用非正式的问候语Thanksforyourinterestsinouritem.致谢Thishandbagisthebestsellerinourstore.通过提及该产品是店铺的最畅销款激发对方兴趣Thehandbagismadeof100%genuineleather.语气肯定，陈述事实以打消对方的顾虑Don’tworryaboutthematerial.积极的语气Youcanrefertothefeedbacksfromourbuyers.建议对方参考其他买家评价，巧妙地表明自己对产品材质很有信心致谢通过提及该产品是店铺的最畅销款激发对方兴趣语气肯定，陈述事实以打消对方的顾虑积极的语气建议对方参考其他买家评价，巧妙地表明自己对产品材质很有信心Pleasecontactusifyouhaveanyproblems.恰当的结尾恰当的结尾BestRegards,Name案例3：InquiryandReplyaboutProductSpecificationYourunastoresellingwomen’swearonAmazon.AbuyernamedCathyfromFrancewasinterestedinafashionabledressasshowninthefollowingpicture.However,shedidn’tknowwhichsizetochoose.Cathy：Hi,Iwanttobuythisdressfromyourstore.Wouldyoupleasehelpmechoosethesizeforbust35inches,waist29inchesandhip38inches?Thankyou.一些跨境电商卖家出售的服装或鞋类产品为本国内销产品，在尺码的设置上与国外不同。由于尺码标准不同引起的退换货以及纠纷屡见不鲜。卖家应详细解释产品尺码的选择，并根据买家提供的信息，进行合适尺码推荐。【Example】DearTurner,Thankyouforyourinterestinouritem.致谢WeofferfourdifferentsizesXX-Small,X-Small,SmallandMedium.详细解释可供选择的尺码Accordingtotheinformationyouoffered,wesuggestyouchoosesizeSmall.根据买家提供的尺寸，推荐合适的尺码Pleaseallow1-2cmerrorsduetomanualmeasurement.为避免纠纷，卖家恳请买家理解，因为手工测量可能会产生1-2厘米的误差WehavetheSsizeinstockandwewillshipitwithin24hoursonceyouplaceanorder.保证产品的供应和发货，积极争取该订单致谢详细解释可供选择的尺码根据买家提供的尺寸，推荐合适的尺码为避免纠纷，卖家恳请买家理解，因为手工测量可能会产生1-2厘米的误差保证产品的供应和发货，积极争取该订单Pleasecontactusifyouhaveanyquestions.友好的结尾友好的结尾Name案例4：InquiryandReplyaboutProductFeaturesYourunastoresellingvasesonAliExpress.AbuyernamedMarkfromUSAwasattractedbytheuniquedesignofthevaseasshowninthefollowingpicture.However,hewasnotinterestedinthecolorprovided.Nowheisaskingwhetherbluevaseisavailable.Mark：Hi,doyouhavethissofainbluecolor?Thankyou.每位买家都对颜色有不同的喜好。上述买家中意蓝色的花瓶，但卖家提供颜色的备选项里只有米黄色和白色。为了挽留该买家，卖家推荐的方案是如果买家愿意多等待5-7天，可以为其私人定制花瓶。产品的定制服务是产品销售的一大亮点，对于提升买家购物体验有非常重要的意义。【Example】HelloMark,恰当的开头恰当的开头Thankyouforyourinquiry.致谢Thevaseyouareinterestedinonlycomesinbeigeandwhiteinstock.句子简洁，没有冗言赘语Ifyouwantthebluecolor,wecancustomizeitforyou.表示可以提供定制服务Butyouhavetowait5-7moredays.说明定制需要再等4-7天，以免日后因延期收货引发不必要的纠纷Couldyoupleaseconsideraboutit?积极提议对方考虑，表达诚意致谢句子简洁，没有冗言赘语表示可以提供定制服务说明定制需要再等4-7天，以免日后因延期收货引发不必要的纠纷积极提议对方考虑，表达诚意Hopetohearfromyousoon.结尾热情友好结尾热情友好Name案例5：InquiryandReplyaboutProductPriceYouareawholesaleselleronDHgate.AbuyernamedAbbyfromAustraliawasinterestedinthehairpinasshowninthefollowingpictureandshewantedtoknowthewholesaleprice.Abby：Hi,seller,What’sthewholesalepriceofthishairpin?当卖家收到买家关于批发价的询问时，回复函应包含感谢买家询价、希望与买家建立业务关系、给予报价等内容。对于潜在批发客户的咨询，卖家一定要抓住机会，尽可能全面地提供相关信息，并表达愿意为买家服务并建立业务关系的愿望。【Example】HiAbby,Thankyouforyouremail.致谢Wevaluethechancetodobusinesswithyou.积极的表述致谢积极的表述Thewholesalepriceofthistypeofhairpinyouareinterestedinis$3ifyourorderisnotlessthan200pieces.说明批发价Wewillbepleasedtogiveyoua10%discountifyourorderexceeds300pieces.进一步说明折扣说明批发价进一步说明折扣Duringpastmonths,wehavesuppliedthistypetodealersinseveralcountries.谈论产品的受欢迎程度Wehavealreadyreceivedrepeatordersfrommanyofthosedealers.Thistypeispopularnotonlybecauseofitshighqualitybutalsobecauseitslightweight.提及追加订货，强调产品优势谈论产品的受欢迎程度提及追加订货，强调产品优势Welookforwardtoreceivingyourordersoon.友好的结尾友好的结尾Name案例6：PriceNegotiationYourunastoresellingyogamatonAliExpress.Alice,anAmericanbuyer,showedherinterestinthisyogamat,butshethoughtthepricewasonthehighsideandwantedtoreducethepriceby10%-15%.Hi,

Iaminterestedinyouryogamat,butIfindyourpriceisonthehighside.Informationindicatesthattheyogamatsavailableatpresentprovidedbysomeothersellersaresoldatalevelabout10%-15%lowerthanyours.Couldyoupleaseconsiderreducingthepricetothislevel?Ifyoucould,wemightbeabletoorder200pieces.AliceDeclinethePriceReduction:卖家虽然很想争取该买家的订单，但瑜伽垫的利润空间有限，因此卖家拒绝在价格上做出让步。对于部分利润空间有限的产品，卖家在拒绝降价时，应注意措辞，可以多使用“regret”、“sorry”等词，并努力通过产品质量优势、同类产品价格优势或信誉保证来争取订单。【Example】DearAlice,

Weappreciateyourinterestinourproduct.致谢Althoughweareanxioustodobusinesswithyou,wearesorrytosaythatitisimpossibleforustoallowthereductionyouaskedfor.答复对方的降价询问并致歉Consideringthequalityofourproducts,farsuperiortothoseofotheronlineshops,thispriceisinfactveryreasonableandquiterealistic.巧妙地拒绝了对方提出的降价要求，强调产品质量和品质Meanwhile,weofferfreepackageandstring.说明额外提供的免费包装和跳绳以获得买家好感Weregret,therefore,thatwecan’tmakeanyfurtherconcession.再次表达歉意Thankyouagainforyourinterestinourproducts.再次表达感谢，有助于增进好感致谢答复对方的降价询问并致歉巧妙地拒绝了对方提出的降价要求，强调产品质量和品质说明额外提供的免费包装和跳绳以获得买家好感再次表达歉意再次表达感谢，有助于增进好感Wearelookingforwardtoyourreply.恰当的结尾恰当的结尾NameAcceptthePriceReduction:卖家虽然知道降价会让产品的利润空间更小，但是为了争取大订单并与买家建立长期的业务关系，卖家同意给买家9折优惠，条件是订单量超过200件。【Example】DearAlice,

Thankyouverymuchforyourinterestinourproducts.致谢Infact,theprofitmarginfortheyogamatissolowthatanypricereductionwouldmakebusinesstransactionpointless.答复对方关于价格过高的疑虑However,consideringourexpectationofestablishingalongtermbusinessrelationshipwithyou,wearepreparedtoofferyouaspecialdiscountof10%onafirstorderexceeding200pieces.考虑到长远的合作关系，新客户的首笔订单给予特殊折扣致谢答复对方关于价格过高的疑虑考虑到长远的合作关系，新客户的首笔订单给予特殊折扣Wearelookingforwardtoyourorderandwetrustourmutualeffortswillleadtoprosperousbusiness.积极的结尾，表达希望合作的愿望积极的结尾，表达希望合作的愿望Yourssincerely案例7：InquiryandReplyaboutPaymentProcessCaseAnalysis1：YouareaselleronAliExpresssellingmasks.AbuyernamedEmilywantedtobuyone,butshewasunfamiliarwiththepaymentprocess.Emily：IaminterestedinyourmaskandIwanttobuyone.Couldyoupleaseassistmeinhowtopayforit?在日常的跨境电商交易中，卖家经常会遇到一些买家因不熟悉支付方式、不了解支付流程进行咨询。卖家应给予其专业的回复，及时帮助买家完成订单支付。【Example】HiEmily,

Thankyouforyourinterestinourmasks.致谢Youcanselecttheorderandclickthe“PayNow”button.Chooseyourpreferredpaymentmethodonthecheckoutpage.答复有关支付流程的问题TheplatformsupportsVisa,

Mastercard,

MaestroDebitCard,

WesternUnion,

andwritetransferviabanks.关于支付方式的细节内容致谢答复有关支付流程的问题关于支付方式的细节内容Lookingforwardtohearingfromyousoon.友好的结尾，没有必要使用“Regards”友好的结尾，没有必要使用“Regards”NameCaseAnalysis2：Yourunastoresellingchildren’stoysonAliExpress.AcustomernamedHelenwantedtobuysometoysfromyourstore,butshedidn’tknowhowtoplaceoneorderfortheseitems.Helen:Iamimpressedbythechildren’stoyssuppliedinyourstore.IwanttobuyaBarbiedoll,acontrolcarandawatergun.ButIdon’tknowhowtoplaceoneorderfortheseitems.Wouldyoupleasetellmehowtodo?多个订单合并支付是跨境电商平台交易中的常见现象，卖家应引导买家进行正确的操作，先把感兴趣的产品放入购物车，点击“购买”，提醒买家先不要立即付款，等待卖家更改价格，刷新页面后继续完成支付。【Example】DearHelen,

Thankyouforyourinterestinourchildren’stoys.致谢Ourtoysareexcellentinqualityandlowinprice.通过提及产品品质和价格优势激发对方兴趣致谢通过提及产品品质和价格优势激发对方兴趣Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick“AddtoCart”button,then“BuyNow”button,andcheckyouraddressandorderdetailscarefullybeforeclicking“submit”button.Afterthat,pleaseinformme,andIwillcutdownthepricetoUSDxxx.Thenyoucanrefreshthepagetocontinueyourpayment.针对合并支付问题，给予买家详细且专业的解答针对合并支付问题，给予买家详细且专业的解答Iampleasedtoansweranyquestionsyoumayhave.非常积极的结尾非常积极的结尾BestWishes,用“BestWishes”而没有用“用“BestWishes”而没有用“Regards”Name案例8：InquiryandReplyaboutPaymentFailureYouareaselleronAliExpresssellingvariousbeautifulhats.AbuyernamedTinawantedtobuyoneasshowninthefollowingpicture.Shefailedtopaytheorderalthoughshehadtriedforseveraltimes.Tina：Iwanttobuyahatfromyourstore.IamreadytopayandIhavetrieditforseveraltimes,butfailed.Iamreallyconfused.订单支付失败的原因有多种，比如，密码输入错误，未收到验证码，信用卡余额不足等。卖家收到买家订单支付失败的求助消息后，可以列举一些可能导致支付失败的原因来帮助买家顺利完成支付，争取订单。卖家用心的服务是打动买家并树立良好口碑的关键。【Example】DearTina，Thankyouforyourinterestinourproducts.致谢Ifyourpaymentfortheorderhasfailed,pleasecheckitisnotduetothefollowingsituations:cardsecuritycodefailed;insufficientfund;exceedlimit;the3-Dsecuritycodefailed;verificationfailed.提供导致订单支付失败的具体原因致谢提供导致订单支付失败的具体原因Pleasefeelfreetocontactmeifyouhaveanyfurtherquestions.恰当的结尾恰当的结尾Name案例9：LeaveaMessagetoUnpaidCustomers针对部分已下单却未付款的客户，卖家应及时跟进并了解客户未付款的原因。用专业的素养和诚恳的态度打消客户的种种犹豫。CaseAnalysis1：Ifthecustomerthinksthepriceistoohighandhesitatestopay,thesellercanadjustthepriceappropriately.Pleasenotethatwhenadjustingtheprice,thesellerhadbettergiveanappropriatereason.Forexample,thepriceadjustmentisonlyvalidfor3days.【Example】Dearxxx,

Thankyouforyourorder.致谢Pleasenotethatthereareonly3dayslefttoget10%offbymakingpayment.以优惠只剩3天为由刺激买家下单Theearlieryoupay,thesoonerwewillshiptheproducttoyou.Besides,Iwillsendyouagifttoshowmyappreciation.积极的表述致谢以优惠只剩3天为由刺激买家下单积极的表述Ifyouhaveanyfurtherquestion,pleasefeelfreetocontactwithus.友好的结尾友好的结尾NameCaseAnalysis2：Forsomehesitantbuyers,thesellercanremindthebuyertopayassoonaspossiblebecauseofthelackofinventory.【Example】Dearxxx,

Thankyouforyourorder.致谢Wenoticedthatyouhaven’tfinishedthepaymentfortheorderyet.提醒买家未付款Youhaveselectedthebest-sellingproductinourstore.从买方的角度说明情况Wewouldliketoinformyouthatthisproductmanybesoldoutsoonsinceitisverypopularforitsfashionabledesignandcompetitiveprice.通过提及产品优势和受欢迎程度激发对方兴趣致谢提醒买家未付款从买方的角度说明情况通过提及产品优势和受欢迎程度激发对方兴趣Wewilldeliveryourorderwithin24hoursonceyourpaymentisconfirmed.承诺发货时间承诺发货时间Ifyouhaveanyquestions,pleasefeelfreetoletusknow.友好的结尾友好的结尾Yoursfaithfully案例10：InquiryandReplyaboutProductPackagingCaseAnalysis1：YourrunastoresellinghandmadecarpetsonDHgate.AbuyernamedLindashowedhergreatinterestinthecarpetasshowninthefollowingpictureandshewantedtoconfirmthepackageofthiscarpet.Linda：Severalofmyfriendshaverecentlyexpressedaninterestinyourhandmadecarpets.Howwouldyouwrapthecarpetfornotdamagingduringthetransportation?收到该买家关于手工地毯如何在运输途中不受损坏的询问后，卖家应对地毯的包装方式进行专业的精细解答。在实际工作中，为了能更直观地向买家展示包装方式和包装材料，卖家除了撰写文字说明，还可以通过拍摄照片，进而制作成一个简单清晰的包装流程说明图示，这样可以给买家留下用心经营的好印象。【Example】DearLinda,Thankyouforyourinquiryaboutthepackage.致谢Ourcarpetwillbefirstwrappedinheavyoiledwaterproofpaperandtheninadoublethicknessofjutecanvas.Afterthat,thecarpetsaretobepackedintin-linedcases.提供详细的包装细节Wecanassureyouthatthecarpetscangetenoughprotectionduringthetransportation.进一步保证产品的包装质量，让买家放心致谢提供详细的包装细节进一步保证产品的包装质量，让买家放心Ilookforwardtohearingfromyousoon.积极的结尾积极的结尾BestWishes，NameCaseAnalysis2：YourunajewelrystoreonAliExpress.AbuyernamedWillwantedtobuyanemeraldringforhermother.Hesentyouanemailtoconfirmthepacking.Will:Hi,Iwanttobuyanemeraldringformymom’sbirthday.Doyouhavethisoneinstock?Howaboutthepackage?Iwanttheoutpackingoftheemeraldtobeveryattractiveanddelicate.卖家应尽可能满足买家在节假日、纪念日等购物时对产品包装的特殊要求，能极大提升买家的购物体验。【Example】DearWill,Youreallyhaveagoodtaste.Theemeraldisverypopularinourstoreandwehaveitinstock.从买家的角度肯定产品的受欢迎程度Theouterpackingoftheemeraldisappealinganddelicate.Youmayrefertothecommentsfromothercustomers.肯定产品的包装是精美的，这一点可以从其他买家的评价中体现Sinceitisforyourmom’sbirthday,wewillattachabeautifulbirthdaycardtoit.考虑到产品是作为该买家母亲的生日礼物，卖家贴心地附上一张生日卡以表祝福从买家的角度肯定产品的受欢迎程度肯定产品的包装是精美的，这一点可以从其他买家的评价中体现考虑到产品是作为该买家母亲的生日礼物，卖家贴心地附上一张生日卡以表祝福Ifyouhaveanyotherspecialrequirements,wewilltryourbesttomeetyourneeds.承诺如果买家还有其他特殊要求，一定尽力满足承诺如果买家还有其他特殊要求，一定尽力满足BestWishes,Name案例11：InquiryandReplyaboutLogisticsMethodsYourunastoresellingshoesonAliExpress.AbuyernamedKittyfromAmericawantedtobuy10pairsofshoesfromyourstore.ShesentanemailtoaskwhethershecouldchooseePackettodeliverheritems.国际e邮宝是中国邮政为适应国际电子商务寄递市场的需要，为中国电商卖家量身定制的一款全新经济型国际邮递产品，是针对轻小件物品的空邮产品，要求商品单件最高限重2kg。当买家购买多个产品，导致订单超过2kg时就无法使用国际e邮宝。此时，卖家可以建议买家使用其他物流产品，或者将一个大订单拆分成若干个小于2kg的订单。【Example】DearKitty,Iamsorrytoinformyouthatthefreeshippingforyouritemisunavailablesincethefreeshippingserviceisonlyforthepackageweighinglessthan2kgwhichcanbeshippedbyChinaPostAirMail.However,thetotalweightoftheitemsyouwouldliketopurchaseismorethan2kg.表达歉意并说明具体原因表达歉意并说明具体原因Youcaneitherchooseotherlogisticproducts,suchasUPSorDHL(whichwillcostmore,butmuchfaster)oryoucanplacetheordersseparately,ensuringeachorderweighslessthan2kg.Ifyoutakethelattersuggestion,youcanenjoythefreeshippingservice.给予买家更多的物流选择，提供更多细节，专业且周到给予买家更多的物流选择，提供更多细节，专业且周到Thankyouforyourunderstanding.礼貌的结尾礼貌的结尾BestWishes,Name案例12：InquiryandReplyaboutDeliveryTimeYourunastoresellingwatchesonAliExpress.AbuyernamedLarafromItalywasinterestedinoneofthewatchesasshowninthefollowingpicture.Shesentyouanemailtoconfirmthereceipttime.Lara：WouldyoupleasetellmewhenIcangetmypackageifIbuysomeitemsfromyourstore?Thankyou.卖家在收到买家关于收获时间的询问后，应告知买家不同物流产品相应的到货时间。根据买家所在地意大利，如果买家选择速卖通标准物流可享受包邮服务，一般在发货后29-42天抵达。如果买家选择e邮宝，需额外支付1.89美元物流费用，一般在发货后20-40天抵达。【Example】HiKitty,Thankyouforyourinquiryaboutthedeliverytime.致谢WeofferfreeshippingtoyourcountrybyAliExpressStandardShipping.Itusuallytakes29-42daystoreachyourcountry.IfyouchooseePacket,youneedtopay$1.89fortheshippingfee.Itusuallytakes20-40daystoreachyourcountrybyePacket.答复相关物流产品的到货时间Ifyouneedtheitemurgently,wealsoofferthefollowingexpressshippingoptions:UPS,FedEx,DHL,TNT,EMS,andTOLL.提供给买家更多的物流选择致谢答复相关物流产品的到货时间提供给买家更多的物流选择Pleaseletmeknowifyouhaveanyfurtherquestions.友好的结尾友好的结尾BestWishes，Name案例13：InquiryandReplyaboutShippingFeeCaseAnalysis1：YourunastoresellingjeansonAliExpress.AbuyernamedEmilyshowedherinterestinonepairofthejeans,andshewantedtoknowtheshippingfee.Emily：Hi,Iwanttobuyapairofjeans,howmuchdoesitcosttoshiptomycountry?在跨境电商平台，运费也是买家十分关心的问题。卖家应就运费问题给予耐心回复和详细说明，让买家对运费的设置一目了然。【Example】Dearfriend,Thankyouforyourinquiry.致谢致谢Packagelessthan2kgwillbeshippedbyChinaPostRegisteredAirMail.说明物流方式Thefreeshippingcountriesareasfollowing:Australia;Brazil;Canada;Italy;Spain;Malaysia;France;Russia;Sweden;Norway;Japan;Thailand;Poland;SouthKorea;Austria;Germany;Denmark;Singapore.Othercountriesandpackageover2kg,buyershavetoaffordentireshippingcost.提供物流费用的详细信息YoucanchooseDHLifyouneedtheitemurgently,however,youhavetoafford$46.38fortheshippingfee.提供更多选择说明物流方式提供物流费用的详细信息提供更多选择Pleaseletmeknowifyouhaveanyfurtherquestions.友好的结尾友好的结尾NameCaseAnalysis2：YourunastoresellingjeansonAliExpress.AbuyernamedWilsonfromThailandshowedhisinterestinpurchasingapairofjeansfromyourstore,andhewantedtoknowwhetherheshouldpayforthecustomsorimporttaxes.Wilson:ShouldIpayforthecustomsandimporttaxeswhenthegoodsarriveatmycountry?Thankyou.大多数的国家不会对量少低价的产品收取额外的费用，但建议买家最好先去了解一下所在国的海关政策，并说明如果有任何额外的海关税费，需要买家自己承担，以免因额外的关税引起不必要的纠纷。【Example】Dearfriend,Thankyouforyourinquiryaboutthecustomsandimporttaxes.致谢致谢Inmostcountries,itwillnotcauseanyextraexpenseonthebuyerforsmallorlow-costitems.说明情况Butyou’dbetterconsultyourlocalcustomsofficetocheckifyourorderwillincuradditionalimportduties,taxesorothercustomsrelatedcharges.站在对方角度给出合理建议Wearenotresponsiblefordelaysoradditionalcostscausedbythecustomsofficeinyourcountry.Thankyouforyourunderstanding.为避免纠纷，提出不承担因关税或海关滞留货物导致延误的责任，措辞合理说明情况站在对方角度给出合理建议为避免纠纷，提出不承担因关税或海关滞留货物导致延误的责任，措辞合理Wehopetohearfromyousoon.积极的结尾积极的结尾BestWishes,Name案例14：InquiryandReplyaboutLogisticsStatusCaseAnalysis1：YourunastoresellingsocksonAliExpress.AbuyernamedNellyfromPolandplacedanorderwithyou.However,shewasunabletotrackthelogisticsinformationandfeltworriedNelly：Hi,Iordered50dozensocksonJuly12thundertheordernumberxxxxxx.ButIcan’ttrackthepackage.Why?当买家查不到包裹信息的时候，会产生焦虑的情绪。卖家应及时沟通，告知买家包裹运单号和物流查询网站，以便买家及时获取最新的物流信息。【Example】DearNelly,Don’tworry.安抚对方情绪IhaveinquiredAliExpressStandardShippingandtheytoldmethatthetrackingnumberisxxxxxx.Thetrackingwebis:.Youcanloginthewebsite,inputthetrackingnumberandviewitsupdatedshippingstatusontheweb.答复对方关于物流信息的询问安抚对方情绪答复对方关于物流信息的询问Ourafter-saleservicedepartmentwillalsokeeptrackingitandsendmessagetoyouwhenthereisanydelayinshipping.提供更周到的服务提供更周到的服务BestWishes,NameCaseAnalysis2：Inordertogivethebuyerabettershoppingexperience,thesellershouldtaketheinitiativetotrackthepackageandinformthebuyeroftheshipmentprogresstimely.【Example】DearSir/Madam,Thankyouforshoppinginourstore.致谢Iamsendingthismessagetoupdatethestatusofyourparcel.YourparcelwashandedtocustomsonOctober26th.Thetrackingnumberisxxxxxx.Thetrackingwebis:.主动跟进包裹实时状态致谢主动跟进包裹实时状态Youwillgetyourparcelinthenearfuture.Wehopeyouwilllikeit.积极的表述积极的表述BestWishes,Name案例15：ComplaintandReplyaboutProductQualityYourunastoresellingmicrowaveovenonAliExpress.AbuyernamedAndrewfoundthattheitemhereceiveddidn’twork.Heemailedyouandwantedtosolvethisproblem.Andrew:IhavereceivedthemicrowaveoventhatIboughtfromyourstoreonDecember1st.WhenIunpackedthemicrowaveovenandtriedtouseit,Ifounditdidn’twork.Inviewofthisinconveniencethatthishascaused,Ifeelyoushouldgivemeareplacementorafullrefund.如果买家收到的货物有质量问题，买家有权将货物退回，并由卖家承担运费。因此，卖家在发货前务必对货物进行充分的检测，若发现产品有质量问题应及时联系厂家或上游供应商进行更换，避免因质量问题产生纠纷而造成退换货，毕竟跨境电商交易中退换货的运输成本是极高的。【Example】DearMr.Andrew称呼买家的姓名,称呼买家的姓名ThankyouforyouremaildatedDecember2nd.Weareverysorrytohearthatyourrecentpurchaseofourmicrowaveovendidn’tworkwell.Idoapologizeforthis,andamgladyoubroughtittomyattention.感谢买家，同时道歉感谢买家，同时道歉Sincewedidcarefullychecktheorderandthepackagetomakesureeverythingwasingoodconditionbeforeweshippeditout,wesupposethatthedamagemighthappenduringthetransportation.Anyway,theresponsibilitylieswithus.告诉买家你们为确保质量做出了不懈努力，解释导致损坏的可能原因并承担相应责任告诉买家你们为确保质量做出了不懈努力，解释导致损坏的可能原因并承担相应责任Willyoupleasekindlyreturnthemicrowaveoventous?Wewillsendyouanewoneimmediatelywhenwereceiveitandreimburseyouforthecostofpostage.Ifyoudon’twanttowaitanylonger,wewillrefundallyourmoneyandgiveyouabigdiscountfornextpurchase.说明采取的措施和接下来的解决措施说明采取的措施和接下来的解决措施Thanksforyourunderstanding.友好的结尾友好的结尾YoursSincerely,Name案例16：ComplainandReplyaboutProductDiscrepancyCaseAnalysis1：MaterialDifferenceYourunastoresellingman’sclothingonAliExpress.AbuyernamedMikefromCanadaboughtanovercoatfromyourstoreseveraldaysago.Whenhereceivedtheitem,hefoundthatthematerialwasnotconsistentwiththedescription.Mike：IorderedanovercoatundermyordernumberxxxxxxonJuly20th.Whenopeningtheparcelreceivedthismorning,Ifoundthattheovercoatismadeof97%cottonand3%spandexinsteadof100%wool.Thematerialistotallydifferentfromwhatyousaid.Iamverydisappointedwithmypurchase.Ilookforwardtoyourpromptreply.买家Mike显然对购买的大衣出现材质不符感到非常失望。卖家在安抚买家的同时应承认自身的错误，同时应给出令人信服的理由，并做出相应的补偿，让买家能真切感受到卖家解决问题的诚恳态度。【Example】DearMik,Thanksforyouremail,andIquiteunderstandyourannoyanceatfindingthematerialoftheovercoatyoureceivednotuptotheonewepromisedbefore.感谢并对买家不满表示理解感谢并对买家不满表示理解Fromwhatyousayitseemspossiblethatthemistakehasbeenmadeinthedeliveryoftheovercoatsincewehaveanotherovercoatwhichlooksexactlythesameasyoursbutmadeofdifferentmaterial.解释出错的原因解释出错的原因Wefeelsosorryfortheinconveniencewebroughttoyou.Wewillsendyoutherightonewithinthreedaysandourbest-sellingscarfasagifttoexpressourapology.说明为解决此事而采取的具体措施说明为解决此事而采取的具体措施Onceagain,pleaseacceptmyapologiesforthismistakeandtheinconvenience.以致歉结尾以致歉结尾Yourssincerely,NameCaseAnalysis2：ColorDifferenceYourunanonlineshopsellingtablelampsonAliExpress.AbuyernamedDeanboughtabluetablelampfromyourstoreseveraldaysago.Whenhereceivedtheitem,hefoundthatthecolorwasnotcompatiblewithwhatheordered.Dean:Iorderedabluetablelampwitha

white

lampshadeonAugust10thundermyordernumberxxxxxx.OnopeningtheparcelIfoundthatthetablelampisyellow.HereisthepictureabouttheitemIhavereceived.Ihopetohearfromyousoon.在上述投诉中，买家Dean采用上传产品图片的方式证明该产品颜色不符。卖家应就此事进行积极沟通，并提出合理的解决方案。虽然问题在于卖家，但若能体贴周到地处理买家投诉也有助于卖家树立良好的形象。【Example】DearDean,Iamsorrytolearnfromyouremailthatyoureceivedawrongitem.确认收到来信，并对发错货物表示歉意确认收到来信，并对发错货物表示歉意Wearesosorryfortheinconveniencewebroughttoyou.Ithardlyhappensaswehaveadedicatedpackageteam.However,Iknownothingisimpossible.Wewillresendyoutherightoneorrefundyourmoneyasyouprefer.Weassureyouwillnotbearanyloss.提出将要采取的措施提出将要采取的措施Wearelookingforwardtoyourconfirmationmessage.得体的结尾得体的结尾BestWishes,NameCaseAnalysis3：QuantityDiscrepancyYourunanonlineshopsellingfountainpensonDHgate.AbuyernamedAllenbought2000pensfromyourstore.Whenhereceivedtheitem,hefoundthatheonlyreceived1500pens.DearSirs,Thankyouforyourpromptnessindeliveringthebatchof500pensIorderedonJuly16thundertheordernumberxxxxxx.礼貌的开头However,1500penswerereceivedinsteadof2000asstatedonourorder.YourcarrierwasunabletoexplaintheshortageandIhavenotreceivedanyexplanationfromyou.投诉的原因礼貌的开头投诉的原因IstillneedthefullquantitythatIordered,sopleasearrangetodelivertheremaining500bagsurgently.要求采取的措施要求采取的措施Allen针对发货数量不足的投诉，卖家在道歉的同时应及时安排补发货，并可以因这次货物短装给买家带来不便做出相应的补偿，得力的补救措施可以很好地平复买家的不满。【Example】DearAllen,Thankyouforyouremailregardingfaultsintheshortageofthepenssuppliedtoyourordernumberxxxxx.Wedoapologizeforthisandaregladyou’vegivenustheopportunitytoexplain.得体的开头得体的开头Wehavearrangedtodelivertheremaining500pensurgentlyandtheextra50penstoexpressoursincerestapologiesfortheinconveniencewebroughttoyou.说明为解决此事而采取的具体措施和相应补偿说明为解决此事而采取的具体措施和相应补偿Onceagainwe’resorryforthetrouble,andhopeyouarepleasedwiththegoodswhentheyarereceived.再次表达歉意再次表达歉意BestWishes,NameCaseAnalysis4：ComplaintaboutPackingProblemYouareaselleronAliExpresssellingcarpets.Lewis,anAmericancustomer,boughtacarpetfromyourstore.Whenhereceivedtheitem,hefoundthatthepackinghadbeendamaged.DearSirs,IboughtacarpetfromyourstoreonJune20thundermyordernumberxxxxxx.简述写信的原因简述写信的原因WhenIreceivedtheitem,Inoticedthatoneoftheouteredgesofthewrappinghadbeenwornthrough,presumablyasaresultoffrictionintransit.WhenItookoffthewrapping,Ifoundthatthecarpetitselfwassoiledandslightlyfrayedattheedge.告知投诉的内容，提供更多细节告知投诉的内容，提供更多细节Inviewoftheconditionofthepresentcarpet,I’dliketoclaimapartialrefundof30%.Ifyoucannotdothis,Ishallhavetoreturnthecarpetforreplacement.提出处理建议提出处理建议Ihopetohearfromyousoon.Lewis针对上述因包装不当导致的买家投诉，卖家向买家致歉的同时，应详细地告诉买家他们采用的包装方式，以期让买家理解他们已为确保货物完好做出了不懈努力。站在买家的立场，卖家可以同意给予买家部分退款，此举有助于增进买家的好感。【Example】DearLewis,Iamsorrytohearthatthiscarpetwasdamagedondelivery.向买家致歉向买家致歉Ourcarpetwasfirstwrappedinheavyoiledwaterproofpaperandtheninadoublethicknessofjutecanvas.Undernormalconditionsthisshouldhavebeenenoughprotection.However,theremightbesomethingunpredictedhappenedduringthedeliveryandcausedtheunwanteddamage.解释造成问题的原因解释造成问题的原因Weagreetothepartialrefundof30%whichyousuggest.Ihaveaskedtheaccountingdepartmenttorefundyourcard.Pleaseallow7-10businessdaystoseethecreditreflectedonyourcard’sstatement.同意对方提出的要求同意对方提出的要求Onceagain,ourapologiesforthetroubleandinconveniencethishascausedyou.以致歉结尾以致歉结尾Yoursfaithfully,Name案例17：ComplainandReplyaboutLogisticsDelayCaseAnalysis1：YourunastoresellingscootersonAliExpress.Miller,aSingaporecustomer,boughtascooteronOctober3th.Hesentyouanemailtocomplainthathehadn’treceivedtheitemuptonow.DearSirs,Iamgreatlyregrettedthatitisnecessarytocomplainaboutthenon-deliveryoftheproductIboughtfromyourstoreonOctober3th.投诉的原因Inthepreviouscommunication,

theimportanceofpromptdeliveryhasbeenstressed.Failuretoreceivetheproductontimeiscausinggreatinconveniencetome.更进一步的细节