跨境电商客户服务英语 课件 Task 14 订单取消确认函

跨境电商客户服务英语（第一版）张康

徐俊凌/编著导论目录Contents第一章售前服务电子商务客户服务渠道与客服咨询模板任务1产品描述要点、案例与模板任务7拒绝买家的折扣要求任务2欢迎词、问候语类电邮的书写任务3产品信息咨询任务5如何书写催促付款电邮任务6接受买家的折扣要求任务4

关于价格、折扣、促销、付款方式、运费和关税咨询目录Contents第二章售中服务任务8订单确认函任务14订单取消确认函任务9发货通知任务10发货延误任务12修改发货地址要求任务13发货过程中常见问题的处理：错发、丢件、货物破损任务11关于发货、到货时间的咨询HowtoReplyOrderCancellationConfirmation订单取消确认函内容提要1.

TheGuidelinesfortheHandling应对基本准则2.CancellationConfirmationE-mailTemplates订单取消确认函模板【内容提要】作为电商卖家，最大的失望莫过于客户取消订单。但是，如何高效且体面地应对该工作任务，是客服人员的职责，也是本任务介绍的重点。知识目标：理解该工作任务的基本原则，掌握有关词汇与句型。能力目标：通过经典案例分析和模板的学习，能够在保持风度的

同时做最后一次营销。Weallknowtheclichébreakupline(关系破裂时陈词滥调的说辞)-"It'snotyou,

it'sme."

Inromanticrelationships,

thisphrasemaybeacop-out,

butwhenitcomestoyourcustomers,

itmightactuallybetrue.

Therearemanyreasonsacustomermightcancelhispaidorder(已付订单),

butwhatevertheyare,

cancellations

arenofun.

That'sdefinitelytrue,

notjustforthemerchants

butalsoforthecustomers.

Afterall,

they'llhavetogothroughtheentireprocessofcancelingtheorder,

andthenyou'llhavetorefund

them.clichébreakupline

(关系破裂时陈词滥调的说辞)paidorder

(已付订单)Cancellationconfirmation

(取消确认)e-mailenablesyoutoacknowledge

customers'cancellationofanyplacedorder.However,itdoesn'thavetobeacompletelynegativeexperience.Infact,therearewaysyoucanturnthisintoamoney-makingopportunityforyouronlinestore.Let'slookatsomeofthebestwaystodothat.cancellationconfirmation

(取消确认)A．UnderstandMainIdeas1.Whatarethemainguidelinesforhandlingordercancellations?Answer:Maintainyourquality.Recommendotherproducts. TheGuidelinesfortheHandlingMaintainyourcourtesyWhenyoucraftthecancellationconfirmation,rememberthatthisdoesn'tmeanyourcustomeriscompletelydonewithyourcompany.Itcouldbethattheyorderedthewrongstyle,colororsize,orarenolongerinterestedinthatparticularproduct.Youcanmaintainyourpositivityandbrandbycontinuingtoprovidequalitycustomerservicethroughoutallyourcommunications.Remember,taketheopportunitytobuildupyourbrandinallsituations.You'reinvestinginlong-termcustomers(长期客户)bythisway.Checkouttheexamplebelowandsensehowitkeepsitsdecency.long-termcustomers

(长期客户)B.UnderstandDetails:1.InwhatwaycanyouturnOrderCancellationintoamoney-makingopportunityforyouronlinestore?A.maintainyourpositivityB.continuetoprovidequalityC.taketheopportunitytobuildupyourbrandD.alltheaboveKey:D2.WhichofthefollowingisNOTthemainreasonforcustomers’ordercancellations?A.nolongersatisfiedwithyourserviceB.orderedthewrongcolororsizeC.orderedthewrongstyleD.nolongerinterestedinthatparticularproductKey:A3.‘Remember,taketheopportunitytobuildupyourbrandinallsituations.’Whichofthefollowingcanbestreplacetheexpressionbuildupinthesentence?A.maintainB.establishC.promoteD.spreadKey:BRecommendotherproductsCustomersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.Youcandothiswithautomatedproductrecommendations

(产品推荐),similartowhatyouofferintheplatform.Youcansetupautomaticproductrecommendationseitherbasedonyourtopsellersoryournewestofferings

(最新发行(的产品)).Thismeansyoucanexcitethemaboutwhatelseyouhave.Ofcourse,everyonelovesanincentive,soyoucanalsoincludeareasonforthemtocomebacktomore.productrecommendations

(产品推荐)newestofferings

(最新发行(的产品))Theusualoptionsare:freeshippingonthenextorderfreeshippingafteracertainamount(forexample,onallordersabove$50)adiscount(10%-25%)afreegiftwithanyorder(oranyorderafteracertainamount)Therearemorewaysyoucanmotivateyourcustomerstobuymoreinyourcancellationconfrmatione-mails.2.Canyoulisttheusualincentiveoptions?Answer:• freeshippingonthenextorder• freeshippingafteracertainamount(forexample,onallordersabove$50)• adiscount(10%-25%)• afreegiftwithanyorder(oranyorderafteracertainamount)4.WhatcouldbeshownoffwithautomatedProductRecommendations?A.similarproductsB.out-of-seasonitemsC.topsellersornewestofferingsD.specialoffersKey:C5.Whichincentiveoptioncanmakeyourcustomerscomebacktomore?A.afreegiftwithanyorderB.adiscountC.freeshippingonthenextorderorafteracertainamountD.alltheaboveKey:DCancellationConfirmationE-mailTemplatesTemplate#1:Cancellationconfirmationwithoutfee(fullrefund)Dear[CustomerName]Wearesadtohearthatyouwouldliketocancelyourorder.Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.Asfortherequestofcancellation,wewouldbeprocessingtheFULLREFUND

(全额退款)assoonaswecan.Pleasetakenotethatitmaytake**daystorevertyouraccount.fullrefund(全额退款)OrderDetails:OrderNumber:***** Date:*****

[ProductName]+[ProductPicture]

[X]$RefundableAmount

[X]$Shouldyouhaveanyquestionsregardingourservices,feelfreetocheckourFAQ'sonthewebsite.Wehopetoprovideyouwithbetterproductsagaininthefuture.VerySincerely,[YourName][YourCompanyName]Template#2:CancellationconfirmationwithfeeDear[CustomerName]Ithascometomyattentionthatyouhavechosennottopurchasethe[ProductName]thatyouhadboughton[PurchaseDate].Idounderstandthatthismightnotbethebesttimeforyoutobuya[ProductName].However,asperourcancellationpolicy,youwillbecharged[$*]forcancelingyourorder.Becauseallordersareautomaticallyprocessedonoursecuremerchantprocessorandsentforshipmentassoonastheyareplaced.Duringthisprocessweincurirreversiblefees(不能退的费用).Formoredetails,pleasecheckoutourCancellationPolicyat[LinktoCancellationPolicyPage]:OrderDetails:OrderNumber:***** Date:*****

[ProductName]+[ProductPicture]

[X]$RefundableAmount

[Y]$Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.Kindregards,[YourName][YourCompanyName]Template#3:CancellationconfirmationaftershippingDear[CustomerName]Thise-mailservesasanotificationthatyouhavecancelledyourorderon[Date].Toourregret,thisonewasn'tthebestfitforyou.However,theparcelhasbeenshippedouttothedestination,andpleasecheckthetrackingnumberfortheshipment:[TrackingNumber]Asperourlatecancellationpolicy,ifyoucancelyourorderAFTERithasbeenshipped,thecancellationwillhavetobetreatedasaReturnwithallapplicablefees

(产生的费用).PleasefollowourReturnPolicies&Procedures:(LinktoReturnPolicies).Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.VerySincerely,[YourName][YourCompanyName]irreversiblefees(不能退的费用)applicablefees

(产生的费用)Template#4:CancellationconfirmationwithproductrecommendationandincentivesDear[CustomerName]Thise-mailservesasanotificationthatyouhavecancelledyourorderon[Date]at[Time].Weseethisonewasn'tthebestfitforyou.Wegetthat.Butwealsoknowthatwe'vegotlotsofothergreatoptionswe'reprettysureyou'lllove.Howsure?Well,let'sjustsaywe'rewillingtoputourmoneywhereourmouthis.Onyournextorder,notonlywillyougetabsolutelyfreeshipping,butyoucangoaheadandtakeanextra**%offwiththediscountcode*****.Anyorder,whateveryouwant,justbesuretouseitbefore[Date].CAT(BuyNow/UseDiscountNow)

Lookingforwardtohearingfromyou!VerySincerely,[YourName][YourCompanyName]C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.productrecommendations,craft,incentive,long-termcustomers,notification1.Whenyoucraftthecancellationconfirmation,rememberthatthisdoesn’tmeanyourcustomeriscompletelydonewithyourcompany.2.Remember,taketheopportunitytobuildupyourbrandinallsituations.You’reinvestinginlong-termcustomersthisway.3.Customersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.YoucandothiswithautomatedProductRecommendations,similartowhatyouofferintheplatform.4.Ofcourse,everyonelovesanincentive,soyoucanalsoincludeareasonforthemtocomebacktomore.5.Thisemailservesasanotificationthatyouhavecancelledyourorderon[Date].D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.订单取消函即向客户确认他们所取消的订单。(acknowledge)CancellationConfirmationemailenablesyoutoacknowledgecustomers’cancellationofanyplacedorder.2.在书写订单取消函的时候，切记这不意味着该顾客已经与你的公司彻底断绝关系。(becompletelydonewith)Whenyoucraftthecancellationconfirmation,rememberthatthisdoesn’tmeanyourcustomeriscompletelydonewithyourcompany.3.顾客可能不想要或不喜欢某一件特定的产品，但是你可以借机向其展示一些最好的东西。(showoff)Customersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.4.我们感激您的继续惠顾，诚如我们尊重您终止协议的决定一样。（Asmuchas）Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.5.本邮件旨在通知您已经在六月三日取消订单。(servesasanotification)ThisemailservesasanotificationthatyouhavecancelledyourorderonJune3rd.E.CraftCancellationConfirmation1.Writeacancellationconfirmatione-mailwithfullrefundbasedonthefollowinginformation.Customer:MonicaWadeDate:11/21/2019OrderNumber:CX5-0000758-82314-12ProductName:RoseWaterBalancingFacialTonerRefundableAmount:$16.95TimetoRevertAccount:5DaysCompany:B.WITCHINGBATHCO.Representative:KatelynHustonTitle:CustomerSupportO_x001D_cerE-mail:customerservice@Telephone:(833)330-2284SampleHeyMonicaWade,Wearesadtohearthatyouwouldliketocancelyourorder.Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.Asfortherequestofcancellation,wewouldbeprocessingtheFULLREFUNDassoonaswecan.Pleasetakenotethatitmaytake5daystorevertyouraccount.OrderDetails:OrderNumber:CX5-0000758-82314-12Date:11/21/2019RoseWaterBalancingFacialToner$16.95RefundableAmount$16.95Shouldyouhaveanyquestionsregardingourservices,feelfreetocheckourFAQ’sonthewebsite.Wehopetoprovideyouwithbetterproductsagaininthefuture.VerySincerely