《跨境电商客户关系管理》课件-售中客服业务范围 处理发货前的特殊订单

处理特殊订单-1《跨境电商客户关系管理》情景描述知识点学习知识回顾总结目录任务巩固特殊订单：特殊订单是指那些由于发货、物流、海关等原因造成的、不能正常出货或退货的订单。知识回顾Review

在售中客服阶段，发货之前遇到任何问题，都需要和买家沟通协商。因此，李晓收集了发货之前可能出现的几个问题，并针对这些问题，整理了处理邮件的模板。情景描述知识点学习发货前的特殊订单⑤直航货机无法抵达④发货困难③海关税收问题②包邮问题①合并支付与价格优惠情境1：合并支付与价格优惠一个客户在店铺购买过程中，同一天提交了两个订单（并且完成了付款），而两个订单的收件地址相同。知识点学习情境1处理方式：卖家可以建议进行合并支付，并且把两个订单所购商品合并成一个包裹投递，以节约卖家成本。知识点学习情境1处理注意事项：（1）卖家必须跟客户提前沟通合并支付和合并投递事宜，取得买家的同意。（2）主动提供一定的价格优惠，达到双赢的目的。知识点学习Dearcustomer,Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick"addtocart",then"buynow",andcheckyouraddressandorderdetailscarefullybeforeclicking"submit".Afterthat,pleaseinformme,andIwillcutdownthepricetoxx.Youcanrefreshthepagetocontinueyourpayment.Thankyou.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.BestRegards(Yourname)知识点学习邮件示例Dearcustomer,Itisagreatpleasuretofindthetwoordersyouplacetodaywiththesameaddress.Wouldyoumindifthetwoordersarecombinedintooneandshippedinthesamepackage?Ifno,pleasere-selectallthoseitemsandaddthemtothecart,andthenplaceyourorder.Checkyouraddressandotherdetailscarefullyandthenclick“submittheorder”.Withthesubmission,cometouspleasebeforethepayment,andwewillcutdownthepriceofyourorderbyXXXdollars.Afterthat,youcanrefreshthepagetomakesurethatthepriceislowered,andthencontinuewiththepayment.Andthetwoformerunpaidorderscanbecancelled.Ifyoudonotwanttoplaceaneworder,wewillalsobehappytoprocessyourtwoordersandshipthemastheyare.Thanksalotforyourunderstanding.Enjoyyourshopping!知识点学习情境2：包邮问题小包包邮是卖家经常使用的促销手段之一。活动期间，有的客户在同一订单中订购过多的货物或者过重的货物，可能导致单个包裹整体过重，无法享受包邮服务。知识点学习情境2处理方式：1.提高服务意识，主动与客户联系，提供解决途径供客户选择；2.建议客户选用其他快递方式进行邮寄；3.将订单进行拆分，以达到商品包邮服务的标准。知识点学习Dearcustomer,Iamsorrytotellyouthatthefreeshippingforthisitemisunavailable.Iamreallysorryfortheconfusion.Freeshippingisonlyforpackageweighinglessthan2KG,whichcanbeshippedviaChinaPostAirMail.However,theitemyouwouldliketopurchaseweighsmorethan2KG.Youcaneitherchooseanotherexpresscarrier,suchasUPSorDHL(whichwillincludeshippingfees,butaremuchfaster).Oryoucanplacetheordersseperately,makingsureeachorderweighslessthan2KG,totakeadvantageoffreeshipping.Ifyouhaveanyquestions,pleaseletusknow.知识点学习邮件示例Dearcustomer,Weareafraidthattheorderyoupacedtodaymightnotenjoyourfreesippiserieebecauseitweighsxxkgintotal,heavierthantherequired2kg.Sosorryfortheproblem.Butwehaveworkedouttwopossiblesolutionstotheproblem.Ifyoustillwantthefree-shippingservice,youcanre-selectalltheitems,addthemtothecart,andthenplaceseveralorders,insteadofone.Makesurethattheweightofeachorder,includingthepackage,isnotmorethan2kg.Ifyoudonotwanttoplaceseveralorders,wewouldliketointroducetheXXXshippingservice,whichisavailabletoyourcurrentorder,low-pricedandfast.Pleaseletusknowyourfinaldecision.Itwillbegreatlyappreciatedifyoucouldunderstandus.