跨境电商客户服务英语 课件 Task 23 退货、退款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ReturnsandRefundsFAQTemplate退货、退款常见问题及回答模板

内容提要Template#1:CommonReturnsFAQ模板一：通用型退货常见问题及回答Template#2:CommonRefundsFAQ模板二：通用型退款常见问题及回答【内容提要】作为售后环节的高频咨询内容，退货、退款不仅需要即时咨询模板（参见任务15、16），而且需要FAQ页模板。本任务针对退货和退款分别设计通用模板，并与退货、退款政策，构成对该工作内容的完整方案。知识目标：理解和掌握退货、退款通用型模板的构成要素。能力目标：能够根据公司具体国际退货、退款政策，将模板适用于实际工作。Template#1:CommonReturnsFAQ模板一：通用型退货常见问题及回答Q:HowdoIknowifmyproductiseligibleforarefundand/or

replacement(替代品)?A:PleasevisittheReturns&RefundsPolicy

(退货退款政策)page(Link)tocheckifyourproductiseligibleforarefundand/orreplacement.Q:HowlongdoIhavetoinitiate

(发起)myrequestforarefundorreplacement?A:Youcaninitiateyourrequestforrefundorreplacementwithin7daysofdelivery.Forexample:Ifyoureceivedyourorderonthe5th,thenyouhaveuntilthe12thtorequestareturn.replacement(退换)refund(退款)return(退货)Q:HowdoIpackmyreturnparceltomakesureitarrivesinadequatecondition?A:Theproductmustbereturnedintheoriginalandundamagedmanufacturerpackaging/box.Iftheproductwasdeliveredinasecondlayerofpackaging,itmustbereturnedinthesameconditionwithreturnshippinglabel

(装运标签)attached.Donotputtapeorstickersonthemanufacturersbox.Note:Ifaproductisreturnedtousinaninadequatecondition,wereservetherighttosenditbacktoyou.shippinglabel

(装运标签)Q:WhatcanIdoifmyreturnrequestwasnotaccepted?A:Ifyourreturnrequestdoesnotmeetthe[CompanyName]ReturnsPolicyconditions,youcanclaimyourwarranty

(保修单)(ifany)fromtheauthorizedservicecenter

(授权服务中心)ofthebrand.Q:DoIhavetopayforshippingchargeswhenIreturnaproduct?A:Iftherequestmeets[CompanyName]ReturnsPolicy,therearenochargesforshippingaproductbacktous.(保修单)Q:HowcanItrackmyreturn?A:Wewillsendyouregularupdatesaboutthestatusofyourorderviae-mails/SMS/inboxmessage.Afteryourorderhasleftourwarehouseandisonitswaytoyou,youcanalsotrackitsstatusbyenteringyourtrackingnumberon“NeedHelp?”.Q:Howlongwillittaketoreceivemyreplacement?A:Itwilltakebetween5and22daystosendyouthereplacementproduct,dependingonyourlocation.Pleaserefertotheproductpageforfurtherinformationaboutdeliverytime.Q:DoIhavetoreturnallproductsinmyorder?A:No,youdonothavetoreturnyourwholeorder.Itisfinejusttoreturncertainproducts.Q:CanIreturnmyitemsafterthereturnwindowhasexpired

(到期)?A:Sorry,returnsarenotpossibleafterthe*daysreturnperiod.Youcanreachourteamforfurtherquestions24/7under***@***.comIfyouexperienceissuesafterthe[CompanyName]return/exchangeperiodhaselapsed,youcanclaimyourwarranty(ifany)fromtheauthorizedservicecenterofthebrand.A．UnderstandMainIdeas1.Byvisitingwhichpagecancustomerscheckwhethertheirproductsareeligibleforarefundand/orreplacement?Answer:TheReturns&RefundsPolicy

2.Whatifareturnparcelisinaninadequatecondition?Answer:Youreservetherighttosenditbacktothecustomer.3.Whopaysfortheshippingchargeswhenaproductisreturned?Answer:Iftheirrequestsmeetthecompany’sreturnspolicy,therearenochargesforthem.4.Howcanacustomertrackhisreturn?Answer:Sendyourcustomerregularupdatesaboutthestatusofhisorderviaemails/SMS/inboxmessage.Tellyourcustomerhecanalsotrackitsstatusbyenteringthetrackingnumberon‘NeedHelp?’.B.UnderstandDetails:1.Accordingtothepassage,howlongdocustomershavetoinitiatetheirrequestsforarefundorreplacement?A.within5daysB.within7daysC.within10daysD.within15daysKey:B2.Accordingtothepassage,theproductmustbereturned________.A.intheoriginalpackagingB.intheundamagedmanufacturerboxC.withreturnshippinglabelattachedD.alltheaboveKey:D3.Accordingtothepassage,howlongwillittaketoletyourcustomersreceivetheirreplacements?A.between5and15daysB.between15and20daysC.between5and22daysD.between15and25daysKey:CTemplate#2:CommonRefundsFAQ模板二：通用型退款常见问题及回答Q:HowdoIrequestarefund?A:AllrefundrequestsarehandledthroughLinktoRefundPage.Q:HowwillIgetmyrefundandhowlongwillittake?A:PaymentMethodRefundOptionRefundTimePayPalPayPalAccount13-15workingdaysAmazonPayAmazonPayAccount14-15workingdaysDebitorCreditCardDebitorCreditCardPaymentReversal22-23workingdaysQ:DoIalsogetrefundedtheshippingchargeswhenreturningaproduct?A:Yes,therefundedamountwouldalsoincludetheshippingamountyouwerecharged.Q:Myrefundrequestwasdenied.CanIcontestthisdecision

(质疑决定；提出异议)?A:Ifyoufeelthattherehasbeenanerrorinthehandlingofyourrefundinquiry,pleasesubmitanotherrequestat***@***.com.Therequestwillbereviewedbyanother[CompanyName]employee.Q:IstherealimittohowmanypurchasesIcanrequestarefundfor?A:Youcansubmitanynumberofrefundrequestsforeligiblepurchases.Ifitappearsthatyouareabusingtherefundsystem,wereservetherighttorevoke

(取消)accesstothisfeature.4.Accordingtothepassage,returnsarenotpossibleafterthe_______daysreturnperiod.A.3B.5C.7D.10Key:C5.Accordingtothepassage,istherealimittoacustomer’snormalrequestsforrefunds?A.Yes,thereis.B.No,thereisn’t.C.I’mnotsureaboutit.D.It’snotmentionedinthepassage.Key:BC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.contestthisdecision,initiate,undamaged,eligible,original,inadequate,abusing,trackingnumber,reservetheright,warehouse,revoke1.PleasevisittheReturns&RefundsPolicy

page(Link)tocheckifyourproductiseligibleforarefundand/orreplacement.2.Youcaninitiateyourrequestforrefundorreplacementwithin7daysofdelivery.3.Theproductmustbereturnedintheoriginalandundamagedmanufacturerpackaging/box.4.Ifaproductisreturnedtousinaninadequatecondition,wereserve

therighttosenditbacktoyou.5.Afteryourorderhasleftourwarehouseandisonitswaytoyou,youcanalsotrackitsstatusbyenteringyourtrackingnumberon‘NeedHelp?’.6.Myrefundrequestwasdenied.CanIcontestthisdecision?7.Ifitappearsthatyouareabusingtherefundsystem,wereservetherighttorevokeaccesstothisfeature.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.请访问退货、退款政策页，以查看您购买的产品是否符合退款或换新要求。(eligiblefor)PleasevisittheReturns&RefundsPolicy

pagetocheckifyourproductiseligibleforarefundand/orreplacement.2.所退商品必须放在未破损的原产包装中。(originalandundamaged)Theproductmustbereturnedintheoriginalandundamagedmanufacturerpackaging.3.如果您符合本公司退货政策，那么您不需要支付退货运费。(charge)Iftherequestmeetsthecompany’sReturnsPolicy,therearenochargesforshippingaproductbacktous4.您不需要退换订单中所有的产品。可以只退换部分产品。(wholeorder)Youdonothavetoreturnyourwholeorder.Itisfinejusttoreturncertainproducts.E.BuildReturnsFAQPageCreateageneralreturnsFAQpagebasedonthefollowinginformation:Company:B.WITCHINGBATHCO.Returns&RefundsPolicy

page:/articles.asp?id=3ReturnWindow:5daysofdeliveryReturnaddress:174LincolnAve.Hawthorne,NJ07506USAWaytoTracktheReturn:InboxmessageTimetoreceivethereplacement:7-21daysEmail:customerservice@SampleQ:HowdoIknowifmyproductiseligibleforarefundand/orreplacement?A:PleasevisittheReturns&RefundsPolicy

page/articles.asp?id=3tocheckifyourproductiseligibleforarefundand/orreplacement.Q:HowlongdoIhavetoinitiatemyrequestforarefundorreplacement?A:Youcaninitiateyourrequestforrefundorreplacementwithin5daysofdelivery.Forexample:Ifyoureceivedyourorderonthe5th,thenyouhaveuntilthe10thtorequestareturn.Q:HowdoIpackmyreturnparceltomakesureitarrivesinadequatecondition?A:Theproductmustbereturnedintheoriginalandundamagedmanufacturerpackaging.Iftheproductwasdeliveredinasecondlayerofpackaging,itmustbereturnedinthesameconditionwithreturnshippinglabelattached.Donotputtapeorstickersonthemanufacturersbox.Note:

Ifaproductisreturnedtousinaninadequatecondition,wereservetherighttosenditbacktoyou.Q:WhatcanIdoifmyreturnrequestwasnotaccepted?A:IfyourreturnrequestdoesnotmeettheB.WITCHINGBATHCO.ReturnsPolicy

conditions,youcanclaimyourwarranty(ifany)fromtheauthorizedservicecenterofthebrand.Q:DoIhavetopayforshippingchargeswhenIreturnaproduct?A:IftherequestmeetsB.WITCHINGBATHCO.ReturnsPolicy,therearenochargesforshippingaproductbacktous.Q:HowcanIt