跨境电商客户服务英语 课件 Task 22 国际运输和关税常见问题及回答模板

跨境电商客户服务英语（第一版）张康

徐俊凌/编著目录Contents第四章FAQPage任务20如何构建常见问题及回答页任务21付款政策常见问题及回答模板任务22国际运输和关税常见问题及回答模板任务23退货、退款常见问题及回答模板InternationalShippingandCustomsDutyFAQTemplates国际运输和关税常见问题及回答模板内容提要Template#1:Dutyfreeandpaidupondeliveryscenarios模板一：免关税和货到付款情境Template#2:Prepaidcustomsdutiesandpaidupondeliveryscenarios模板二：预付关税和货到付款情境【内容提要】本任务主要介绍跨境电商中关于运输和关税的FAQ设计。跨境电商的关税和其他税费计算比较复杂，不同产品、数量、目的国法规等都是决定最终税金数额的重要因素。因此，本任务按照免关税和到付，以及关税预付和到付两种情境设计两个模板。知识目标：理解跨境电商关于国际运输和关税常见问题类型，掌握回答的基本要点，以及主要信息点的采集。能力目标：能够根据公司具体国际运输政策，将模板适用于实际工作。Template#1:Dutyfreeandpaidupondeliveryscenarios模板一：免关税和货到付款情境Q:Wheredoyouship?A:WecurrentlyshipintheUnitedStates,Canada,Australia,France,theUKandGermany.Forshippingoutsideofthesecountries,pleasereachouttooursupportthroughourcustomerservice.Q:Howlongdoesittaketoshipmyorder?A:Onceyou’veplacedyourorder,itusuallytakes24to48hourstoprocessitfordelivery.Overallshippingtime(总运输时间)variesdependingonlocation.Somegeneral

estimateswouldbe:-UnitedStates:7-14days-Canada:7-14days-Australia:7-14days-France:14-21days-UK:14-21days-Germany:14-21days-Restofworld:21-30daysoverallshippingtime

(总运输时间)Q:Doyouofferfastshipping

(快速运输；快速发货)?A:Weofferfastshippingonaselectnumberofcountries:-UnitedStates:24h($14)-Canada:24h(14$)-Australia:1-2days($24)-France:1-3days($24)-UK:1-3days($24)-Germany:1-3days($24)Youcanselectfastshippingafterhavingenteredyourdeliverylocation.Q:HowcanItrackmypackage?A:Onceyouhaveplacedyourorder,wewillsendyouaconfirmatione-mailtotrackthestatusofyourorder.Onceyourorderisshipped,wewillsendyouanothere-mail/inboxmessagetoconfirmyoutheexpecteddeliverydate

(预计交货日期)aswellasthelinktotrackyourorder(whenthedeliverymethodallowsit).Additionally,youcantrackthestatusofyourorderfromyour“orderhistory

(订单历史)”sectiononyouraccountpageonthewebsite.expecteddeliverydate

(预计交货日期)orderhistory

(订单历史)Q:WhatifI’mnothome?A:Ifyou’renothome,anewdeliverywillbeperformedthenextdayorthedeliverypartnerwillreachouttoscheduleanewdeliverydatedependingonthecountryanddeliverymethodyouchoose.Youmayalsohavetogotoyourlocalpostofficetocollectyourpackageincaseitcannotbedeliveredtoyou.Q:WillIpaytaxesforinternationalshipping?A:DeliveriesoutsideofChinawillhavetopaycustomtaxes.Dependingontheshippingdestination,customsmayapply.Inmostcountriesandregions,however,personalitemsandlow-costarticlesarefreeofVAT

(增值税)andcustomsduty.Forinstance,intheUK,apersonalitemclassedasagifttoyouarealloweda£39

limitbeforehavingtopayVAT.Intermsofduty,itemsupto£135(valuedasthepricepaidforthegoods,plusshippingcost,insurance,etc.)excepttobacco,alcoholandfragrancesarefreeofduty.Formoreinformation,pleaserefertothewebsiteofthelocalcustomshouse.Inthecasethattheclearanceisneeded,ourdeliverypartnerwillhandlethejoband

willinvoiceyouinlocalcurrencyforthedutiesandtaxeslinkedtoyourorder.Q:Whichshippingcarrierisused?A:ForStandardShipping

(标准运输)weuseePacketofChinaPost.ForExpressshipping

(快运),toEUandallotherterritories:WeshipallordersfromGermanyviaDHLorUPS.TotheUSandCanadacustomers:WeshipallordersfromTennessee,UnitedStatesviaFedExorUSPS.StandardShipping

(标准运输)Expressshipping

(快运)A．UnderstandMainIdeas1.Howdoyouhelpyourcustomerstracktheirpackages?Answer:Onceacustomerhasplacedhisorder,wewillsendhimaconfirmationemailtotrackthestatusofhisorder.Oncehisorderisshipped,wewillsendhimanotheremail/inboxmessagetoconfirmhimtheexpecteddeliverydateaswellasthelinktotrackhisorder(whenthedeliverymethodallowsit).Template#2:Prepaidcustomsdutiesandpaidupondeliveryscenarios模板二：预付关税和货到付款情境Q:Wheredoyouship?A:WecurrentlyshiptostreetaddressesinEuropeandNorthAmerica.

Q:Howlongwillittakeformyordertoarrive?A:Itusuallytakes7-10workingdaysbyExpressshipping

afteryouplaceanorderandcompletepayment.ForStandardshippingtimeforthecountriescoveredbyourdeliverypartnersarepresentedbelow.Youcanfindthemwhenchoosingforadeliverymethod

(送货方式)beforeconfirmingyourorder:-EU:7-14businessdays-US:5-7businessdays-Canada:7-14businessdays-Restofworld:14-21businessdaysHowever,intheeventthatanorderisheldatcustomsordelayedduetounforeseencircumstances,somestandarddeliveriesmaytakeover30calendardays

(日历日)toarrive.deliverymethod

(送货方式)加急次日达优先邮件统一费率多个地址当地送货或取货国际运输货运Q:WillIbecompensatedforshippingdelays?A:Wearenotliableforanyshippingdelays,norlossofanykindcausedbyunforeseenanduncontrollablecircumstances,suchasunreachablerecipients

(无法送达的收件人),invalidaddresses

(无效地址),weatherconditionsthataffectdelivery,customsclearancedelays

(海关清关延误)andsoon.Inthesesituations,[CompanyName]willtryitsbesttonotifycustomersofthedelay,andifpossible,makenewdelivery/collectionarrangementswithanestimateddeliverydate.customsclearancedelays

(海关清关延误)Clearancedelaysmayoccurforavarietyofreasons.Herearesomeexamples:PleaseNote:Ordersplacedovertheweekendoroutsideofbusinesshours(9:00AM-5:30PMChinaStandardTimeMonday-Friday)willbeshippedthefollowingbusinessday.Ordersplacedwithexpeditedshippingafter2:30PMCST

(北京时间)areNOTshippedoutsameday,butwillbeshippedthenextbusinessday.Q:Howareshippingcostscalculated?A:WeshipallproductsdirectlyfromUSA,ouroverseaswarehouse

(海外仓库)andChinawarehousesandstandardshippingcostsareusuallyforfree.Q:DoIneedtopayforimporttaxand/orduty?A:ForExpressshipping,wewillpre-calculateandincludetheimporttaxesanddutiesduringcheckout.Thisisbasedonthestandardratessetbycustomsinyourcountry.ForStandardshipping,importduties,taxesandothercustomschargeswillbecollectedbythecourierupondelivery.Q:IsitnecessaryformetoprovideidentificationwhenIreceivethepackage?A:No,itisnotnecessary.Ourpartnerswilldeliverthepackageaccordingtotheshippingaddress.Pleasemakesureyouraddressinformationiscorrect.Q:WhatshouldIdoifIhavefoundshippingdamageorwrongitems?A:All[CompanyName]packagesaresealedatthewarehousebeforetheyareshippedtoyou.Pleasecheckthepackagingboxandseeifthereareanysignsofdamage,orifthepackagehasbeenopenedduringtransit.Iftheboxisdamagedoranyitemsaremissingwhenyouopenthepackage,pleasecontactourCustomerServiceandwewillhelpyoutroubleshoottheissue.Q:DoyoudelivertoPOBoxes

(邮政信箱)?A:No,wecanonlydelivertoastreetaddress.Therecipientmustsignthepackageatthedeliveryaddress.ThePOBoxescan’tbedeliveredbyExpressshipping.Q:WhathappensifIgavethewrongdeliveryaddress?A:Oncetheorderhasbeenshipped,wecannotchangethedeliveryaddress.Intheeventofanorderbeingdeliveredtoanincorrectaddress,orcannotbedeliveredatall,wewillinformyoubye-mail.Thecourierswillholdthepackagefor5days,andyoumaycontact[CompanyName]orourdeliverypartnerstoarrangeforanotherdelivery.Ifwedonothearfromyouwithin5days,thepackagewillbereturnedto[CompanyName]andyou’llberesponsibleforthereturnshippingfees

(退货运费),whichwillbedeductedfromyourrefundoftheproduct’sretailprice.Meanwhile,theoriginalshippingfees

(原运费)arenotrefundable.returnshippingfees

(退货运费)ThereturnshippingfeecoversthecostofshippingthereturnitemfromtheBuyertotheSeller.Q:Whatifthepackagewasdeliveredtothewrongperson?A:Pleasecontactourdeliverypartnersor[CompanyName]CustomerSupporttogetassistance.Q:Whoisyourdeliverypartner?A:ChinaPost,UPS,FedEx,DHLandYANWENareourdeliverypartners.Q:HowcanItrackmyorder?A:Assoonasyourorderhasleftthewarehouse,ourfulfillmentpartnerwillsendyouadispatchnotificationwithtrackinginformationfromthecarrierwithalinktotheirwebsite.2.Canyoufindout6shippingcarriersmentionedinthepassage?Answer:ePacketofChinapost;DHL;UPS;FedEx;USPS;YANWEN3.Accordingtothepassage,inwhatsituationsaresellersnotliableforanyshippingdelaysorlosses?Answer:Unreachablerecipients,invalidaddresses,weatherconditionsthataffectdelivery,customsclearancedelaysandsoon.B.UnderstandDetails:1.Overallshippingtimevariesdependingonlocation.ThegeneralestimatetotheUKwouldbe_______days?A.7-14B.10-14C.14-21D.21-30Key:C2.Onceyourcustomerhasplacedanorder,whattypeofemailshouldyousend?A.thanksemailB.promotionemailC.confirmationemailD.reconfirmationemailKey:C3.Oncetheorderisshipped,you’llsendyourcustomeranotheremailto________.A.informthetrackingcodeB.confirmtheexpecteddeliverydateC.estimatethearrivaltimeD.expressthanksKey:B4.Expressshippingis_________thanstandardshipping.A.slowerB.fasterC.cheaperD.morepopularKey:B5.DeliveriesoutsideofChinawillhavetopay________.A.valueaddedtaxesB.salestaxesC.roadtaxesD.customstaxesKey:D6.Inmostcountriesandregions,however,_______and______arefreeofVATandcustomsduty.A.personalluggage,low-costarticlesB.personalluggage,high-costarticlesC.personalitems,low-costarticlesD.personalitems,high-costarticlesKey:C7.Ifyourboxisdamagedoranyitemsaremissingwhenopeningthepackage,pleasecontactour________andwewillhelpyoutroubleshoottheissue.A.In-saleServiceB.EmergencyServiceC.CustomerServiceD.AfterSalesServiceKey:CC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.orderhistory,shippingtime,expecteddeliverydate,customsduty,process,thestatus,standardrates,invoice,invalid,unreachable,pre-calculate,liable,uncontrolled,weatherconditions,unforeseen,customsclearance,VAT1.Onceyou’veplacedyourorder,itusuallytakes24to48hourstoprocessitfordelivery.2.Overallshippingtimevariesdependingonlocation.

3.Onceyourorderisshipped,wewillsendyouanotheremail/inboxmessagetoconfirmyoutheexpecteddeliverydateaswellasthelinktotrackyourorder(whenthedeliverymethodallowsit).4.Additionally,youcantrackthestatusofyourorderfromyour“orderhistory”sectiononyouraccountpageonthewebsite.5.Inmostcountriesandregions,however,personalitemsandlow-costarticlesarefreeofVATandcustomsduty.6.Inthecasethattheclearanceisneeded,ourdeliverypartnerwillhandlethejobandwillinvoiceyouinlocalcurrencyforthedutiesandtaxeslinkedtoyourorder.7.Wearenotliableforanyshippingdelays,norlossofanykindcausedbyunforeseenanduncontrollablecircumstances,suchasunreachablerecipients,invalidaddresses,weatherconditionsthataffectdelivery,customsclearancedelaysandsoon.8.ForExpressshipping,wewillpre-calculateandincludetheimporttaxesanddutiesduringcheckout.Thisisbasedonthestandardratessetbycustomsinyourcountry.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.您一旦下单成功，通常需要24-48小时办理发货。(processitfordelivery)Onceyou’veplacedyourorder,itusuallytakes24to48hourstoprocessitfordelivery.2.您一旦下单成功，我们将给您发送一封确认函以追踪您的订单状态。(trackthestatusofyourorder)Onceyouhaveplacedyourorder,wewillsendyouaconfirmationemailtotrackthestatusofyourorder.3.根据发货目的地的情况，可能会产生关税。(shippingdestination)Dependingontheshippingdestination,customsmayapply.4.万一需要清关，我们的承运商将负责该项工作，并将对您的订单所产生的关税和税收，以当地货币为您开具发票。(invoiceyouinlocalcurrency)Inthecasethattheclearanceisneeded,ourdeliverypartnerwillhandlethejobandwillinvoiceyouinlocalcurrencyforthedutiesandtaxeslinkedtoyourorder.5.特快专递在您下单并完成支付后需要7-10个工作日。(Expressshipping)Itusuallytakes7-10workingdaysbyExpressshippingafteryouplaceanorderandcompletepayment.E.BuildFAQpageforInternationalShippingandCustomsDutyBuildashippingFAQofprepaidcustomsdutiesandpaidupondeliveryscenariosbasedonthefollowinginformation:Company:B.WITCHINGBATHCO;ShippingDestinations:NorthAmerica,EU;TimeforDelivery:Expressshipping:5-10workingdays;Standardshipping:EU:5-10businessdaysUS:5-7businessdaysCanada:5-10businessdaysUnforeseenCircumstances:45calendardaysCompensationforshippingdelays:NoBusinesshours:9:00AM–8:30PMChinaStandardTimeMonday–SaturdayStandardShipping:forfreefromtheUSA,CzechRepublicwarehouseShippingRate:$12Expressshipping:pre-calculateduringcheckoutStandardShipping:collectedbythecourierupondeliveryContactInformationforDamageIssue:CustomerServicePOBoxesDelivery:NoDeliveryPartner:ChinaPost,UPS,FedEx,andDHLSampleQ:Wheredoyouship?WecurrentlyshiptostreetaddressesinNorthAmericaandEU.Q:Howlongwillittakeformyordertoarrive?Itusuallytakes5-10workingdaysbyExpressshippingafteryouplaceanorderandcompletepayment.ForStandardshippingtimeforthecountriescoveredbyourdeliverypartnersarepresentedbelow.

Youcanfindthemwhenchoosingforadeliverymethodbeforeconfirmingyourorder.EU:5-10businessdaysUS:5-7businessdaysCanada:5-10businessdaysHowever,intheeventthatanorderisheldatcustomsordelayedduetounforeseencircumstances,someStandarddeliveriesmaytakeover45calendardaystoarrive.Q:WillIbecompensatedforshippingdelays?A:Wearenotliableforanyshippingdelays,norlossofanykindcausedbyunforeseenanduncontrollablecircumstances,suchasunreachablerecipients,invalidaddresses,weatherconditionsthataffectdelivery,customsclearancedelaysandsoon.Inthesesituations,B.WITCHINGBATHCOwilltryitsbesttonotifycustomersofthedelay,andifpossible,makenewdelivery/collectionarrangementswithanestimateddeliverydate.PleaseNote:Ordersplacedovertheweekendoroutsideofbusinesshours(9:00AM-8:30PMChinaStandardTimeMonday-Saturday)willbeshippedthefollowingbusinessday.Ordersplacedwithexpeditedshippingafter2:30PMCSTareNOTshippedoutsame-day,butwillbeshippedthenextbusinessday.Q:Howareshippingcostscalculated?A:WeshipallproductsdirectlyfromUSA,CzechRepublic,ouroverseawarehouseandChinawarehousesandstandardshippingcostsareusuallyforfree.Q:DoIneedtopayforimporttaxand/orduty?ForExpressshipping,wewillpre-calculateandincludetheimporttaxesanddutiesduringcheckout.Thisisbasedonthestandardratessetbycustomsinyourcountry.ForStandardshipping,importduties,taxesandothercustomschargeswillbecollectedbythecourierupondelivery.Q:IsitnecessaryformetoprovideidentificationwhenIreceivethepackage?No,itisnotnecessary.Ourpartnerswilldeliverthepackageaccordingtotheshippingaddress.Pleasemakesureyouraddressinformationiscorr