跨境电商客户服务英语 课件 Task 16 拒绝买家的退货、退款要求

跨境电商客户服务英语（第一版）张康

徐俊凌/编著Howtorefuserefundclaimthroughemail2.EmailTemplatesforRefusingCustomer’sRequestforRefundandTask16:RespondtoRefundRequest2(DeclineClaim)拒绝买家的退货、退款要求【内容提要】拒绝客户要求比答应客户更需要技巧与策略，但涉及退货、退款的决策，客服人员必须照章办事，公事公办。本节介绍拒绝要求的注意事项，以及常见理由而拒绝要求的电邮模版。

知识目标：理解退货、退款任务的五点事项，掌握在执行过程中的表达方式和措辞技巧。能力目标：能够坚决同时又不失礼节地拒绝退款、退货邮件/站内信。Whenacustomercontactsyouwanting

arefundforapurchase,itcanbeanawkwardexperience.Thisbecomesespeciallytrueif

youcannotissuearefundduetotheconditionofthereturneditemoryourbusinesspolicyonreturns&refunds.Inordertodeclinerefundsinaneffectivemanner,firstyouneed

explainwhy.Beconciseandgivespecificreasonsandyou'relesslikelytolosefaithorreceivepushbackfromacustomer.

Reasonsfordecliningarefundcanvary:Oldwarranties(质保期过期)MissingtherefunddeadlineTheproductwaspartofapromotionwithnorefundsauthorizedAndsoon.Youwillwanttoexplainthesereasonsanddosowithcourtesy.HowtorefuserefundclaimthroughemailBeforeyouwriteanemailrejectingarefundrequest,considercarefullyhowyouwishtopresentthatcorrespondence.Herearesometips:1.1Usecompanyletterhead(抬头)orsignatures.Ifyouhaveatrademarkemailsignature

(标准电子邮件签名)orletterhead,useittoappearmoreofficial.Thiswillnotbeaninformalemailbutonewrittenlikebusinesscorrespondence.trademarkemailsignature

(标准电子邮件签名)1.2Befirmandcourteous.Startbyacknowledgingtherefundrequestandyourstepsindeterminingifitwasvalid.Thenexplainyourdecisiontodenytherefund.Useactivelanguagelike,"Ilookedintoyoursituationandourrefundpolicydoesnotallowoneinthiscase."Considerindicatingthatyouspoketoamanagertoaddtotheauthority.Thisalsoshowsthatyoulookedintothismatterthoughtfullyanddidnotrejecttherefundrequestrightaway.Investigation,evenwhenitendsinanegativeconclusion,isappreciatedmorethanuninformeddecisionmaking.1.3Expressregretbutremainlogical.There‘snoharminindicatingthatyou’resorrybutthepolicydoesnotallowarefundinthismatter.Itshowsempathy

(同理心)butalsodemonstratethatyourhandsaretiedwhenitcomestothesituation.Ifthere'samanufacturer'spolicythatvoidsthewarrantyorotheritemsoutofyourcontrol,mentionthemtoo.Youwanttogivespecificreasonsbecausebeingvaguewillonlycontributetofrustration.1.4Thankthecustomer.Thismayseemlikeanoddthingtodobutappreciationcangoalongwaywithnegativenews.Indicatethatyou'regratefulfortheirpatronageandyouhopetheywillshopwithyouagain.Offeradiscountfortheirnextpurchaseifyouhavethemeanstodoso.Evena15percentdiscountcanencourageforgiveness.Beforeyousendtheemaildecliningarefund,proofread(校改)itcarefullyandchecktoseeifyoumissedanypolicyexplanations.Youwantyourlettertobeclear,wellwritten,andcontainallapplicablereasonsfordenyingtherefund.

A.UnderstandMainIdea:

1.

Accordingtothepassage,whatarethemainreasonsfordecliningarefund?Answer:OldwarrantiesMissingtherefunddeadlineTheproductwaspartofapromotionwithnorefundsauthorized2.

Howtorefuserefundclaimthroughemails?Answer:Usecompanyletterheadorsignatures.Befirmandcourteous.Expressregretbutremainlogical.Thankthecustomer.

B.UnderstandDetails:1.Youremailappearsmore_______byusingcompanyletterheadorsignaturesinit.A.delicateB.elegantC.informalD.officialKey:D

2.Use______languagewhenyouexplainyourdecisiontodenytherefund.A.activeB.negativeC.rejectiveD.inactiveKey:A

3. Whenthankingthecustomer,whatshouldthesellerindicate?A. gratefulnessfortheirpatronageB. hopefortheirnextshoppingC. offeringadiscountfortheirnextpurchaseD. AlltheaboveKey:DEmailTemplatesforRefusingCustomer’sRequestforRefundandReturn.Template#1:outsideofwarrantyProductsreturnedoutsideawarranty

areafrequentreasonforrefundrefusals.You'lllikelydenytheserefundsbecauseyou'llnotgetreimbursedbyamanufacturerandyoudon'twanttoabsorbthatcost.Forthissituation,trythisapproach:Dear[CustomerName客户名称],Aboutyourdamaged[productpurchased购买产品名],thankyouforthephotosandinformationyouforwardedtous.Unfortunately,becauseyour[productpurchased购买产品名]ismorethan[X年数]yearsold,itisnolongerunderwarranty,andwedonotstockthatparticularmodelanymore.Wedohowevercarryawidevarietyofreasonablepriced[alternativeproducts替换产品],oneofwhichIamsurewillsuityourneeds.Pleasecheckoutthelinkbelow:[Link产品链接],Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,[Name,Position,Dept.]

[PhoneNumber,Websiteaddress]Template#2:discontinuedproductsDiscontinuedproducts

thatpeopleattempttoreturnpastreturndeadlinesisalsoaregularoccurrence.Thisexamplewillgiveyouideaseveniftheonlyissuewiththereturnrequestwasthedeadline:Dear[CustomerName客户名称],Ithascometomyunderstandingthatyouhavebeenunsatisfiedwithyourrecentpurchasewithusregarding[productpurchased购买产品名].Thedefectiveitemthatyou’vepurchasedhasbeendiscontinuedandisnolongeravailableinstock.Ithasbeenpastthe30daysreturnpolicysounfortunatelywewillnotbeabletograntyouarefund.Wehonoryouasourcustomerandhopethatyouwillcontinuetodobusinesswithus;therefore,wecanofferyouasimilaritemthatwedohaveinstock.Checkoutthelinkbelow.[Link产品链接],Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,[Name,Position,Dept.]

[PhoneNumber,Websiteaddress]Template#3:producthasbeenusedWhenproductsareobviouslyusedorhavebeentamperedwith,itsuggestsbadfaithfromthecustomer.It'sapparentthatarefundisnotappropriate.However,eveninthistoughsituation,it'sbesttostickwithfactsandofferafullexplanation:Dear[CustomerName客户名称],Irefertoourrecentemailrequestingarefundofthe[productpurchased购买产品名].Iregrettoinformyouithasbeendecidedtorefusethisrequestonthefollowinggrounds:Theproductwasinternally/externallydamagedApart部件1hadbeenremovedfromtheunit.Bpart部件2showedsignsofimpactdamage.Cpart部件3

appearstohavebeentamperedwithafterpurchase.Undercommerciallaw,refundsforgoodsmaybeclaimediftheyareinitiallypurchasedinadefectiveconditionand/ornotsuitableforthepurposeforwhichtheywerebought.Tamperingwithmerchandiseisnotpermittedbylaw.Underthesecircumstances,norefundispayable.Yourcommentsregardingthematterhavebeennoted.Butthisdecisionisfinal.Nofurtherconsiderationwillbegiventothisclaimforrefund.Youmayifyouwishseeklegaladviceorconsultwiththeappropriategovernmentagencyregardinganyfurtheractionyoumaywishtopursue.Yoursincerely,Sign:Title:Date:DeclaimerTemplate#4:rejectingwhileofferingnon-refundoptionsHi[CustomerName客户名称],I’msorrytohearyou’renothappywithourproduct.

WhileI’munabletoofferarefund

(pleasesee

ourtermsandconditionshere退款条约链接),Ican

[offerabillingextension/storecredit/otheralternative账单延期/店内消费券/其他补偿方式]Aswearrangethat,though,Iwouldlovetounderstandyoursituationbetterandseeifthere’sanyotherwaywecanhelp.Couldyougivemealittlemoredetailaboutwhatyouneededtogetdone?Itlookslike

[specificproblemwiththeproduct],isthatright?Ifyouhaveafewmomentstoelaborateonthat,Icantalktotheteamhere,andwecangiveyouourbestadvice.Sincerely,[Name,Position,Dept.]

[PhoneNumber,Websiteaddress]storecredit(店内消费券)

Storecreditreferstoaformofcurrencyorvaluethatisissuedbyaretailerorstoreasanalternativetoacashrefund.C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.indicate,empathy,returns&refunds,specific,concise,valid,demonstrate,patronage,courteous,acknowledging

1.Thisbecomesespeciallytrueif

youcannotissuearefundduetotheconditionofthereturneditemoryourbusinesspolicyonreturns&refunds.

2.Inordertodeclinerefundsinaneffectivemanner,firstyouneed

explainwhy.Beconciseandgivespecificreasonsandyou'relesslikelytolosefaithorreceivepushbackfromacustomer.3.Youwillwanttoexplainthesereasonsanddosowithcourtesy.

4.Startbyacknowledgingtherefundrequestandyourstepsindeterminingifitwasvalid.Thenexplainyourdecisiontodenytherefund.

5.Itshowsempathybutalsodemonstratethatyourhandsaretiedwhenitcomestothesituation.

7.Indicatethatyou'regratefulfortheirpatronageandyouhopetheywillshopwithyouagain.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.为了能有效拒绝退款请求，首先你需要解释原因。(inaneffectivemanner)Inordertodeclinerefundsinaneffectivemanner,firstyouneed

explainwhy.

2.开展调查相比不告知便决定要更能别接受，即使调查结论是否定的。(uninformeddecisionmaking)Investigation,evenwhenitendsinanegativeconclusion,isappreciatedmorethanuninformeddecisionmaking.

3.这能显示你的同情心，同时也表明在这个情况下你的行为是受约束的。(empathy)Itshowsempathybutalsodemonstratethatyourhandsaretiedwhenitcomestothesituation.

4.在你发送拒绝退款邮件之前，务必仔细校对检查是否你有错漏政策解释。(proofread)Beforeyousendtheemaildecliningarefund,proofreaditcarefullyandchecktoseeifyoumissedanypolicyexplanations.

5.据我们所知，您向我们购买的产品并不满意。(Ithascometomyunderstanding)Ithascometomyunderstandingthatyouhavebeenunsatisfiedwithyourrecentpurchasewithusregardingtheproduct.E.DeclineRefundRequestWriteanemailtorefuserefundrequestbecausetheproductisalreadyoutofthewarranty.Customer:ElleKendrick;PurchaseDate:11/18/2018;WarrantyPeriod:1Year;ProductName:Wom