(1) 所有有质量问题的，买家一定要发给卖家图片，卖家根据图片进行核实，核实后确实是质量问题进行补发或者退款处理。若问题不严重、不影响使用的，可以给1~2 美元退款或者给买家下一个订单一些折扣;问题严重到影响使用的，可以全额退款或者补发一件新的。
以有污渍为例回复:
Dear friend.
I am so sorry that it was stained. Can you try to wash it off? Through the photo, it seemsit is a small spot, I think it will be easy to wash off. If you can't wash it off, can you take it toa laundry to wash it? I think they may have special way to clean it, you can check how muchit will cost, we would like to pay for the cost, will that be ok?
Waiting to hear from you soon. Thank you very much in advance
以补发为例回复
Dear friend ,
I am so sorry that it was defective. It is our fault that we didn't check it carefully beforesend out We would resend you a new one with good quality , will that be ok? Sincerely hopeyou could forgive us , we will check it very carefully before send out.Waiting for your confirmation and then we will arrange to ship it for you soon.
Thank you.
(2) 如果发错产品 (款式、颜色、尺码)，买家也要提供图片进行核实，可以让买家拍下收到的产品图片和袋子上贴的 SKU，确认是否 SKU 贴错了抑或是仓库发错货解决问题后要找到相应的负责人。
如果卖家发错货的话，可以与买家沟通，是否留下发错的商品，或者通过货物的性价比和其他方面 (物质补偿或者下次订单有折扣) 游说买家留下商品。若买家坚持换货或者退货，卖家就要可以补发正确产品或者按照买家要求的退款金额退款。
Dear friend.
I am so sorry to sent you a wrong color/item/size.
Please can you do me a favour to take a photo for the sticker which was put on the bag likeatached? Please don't worry , we will give you a good solution after find out the prob.lem. Sometimes the workers may put wrong sticker on the bag so that our warehouse sent bymistake.
We will check who packed it and will give you a good solution for it, please don't worry.
Waiting to hear from you soon.
Thank you very much.
当漏发、少发产品及配饰时，首先到通途里查看订单发货信息，是否有少发漏发，可以通过对比产品数量和包裹重量 (通途里有两个重量一个是订单估重，一个是通途重量，其中通途重量是包裹的实际重量)。如果真的少了的话，可以补发或者退款。少发配饰的，如腰带漏发等，很难辨别，可以让买家再查看包裹中是不是遗漏在包裹的角落里了，如果实在找不到的话，可以补发或者退相应的钱。补发之前要先和产品小组确认是否有多余的配饰可以补发，没有多余的只能退点钱作为补偿。
Dear friend ,
I am so sorry that you didn't receive the belt. Please can you double check the parcel? Itwas put separately. Please don't worry , if you can't find it, we will give you a good solution foryou. Thank you.
当包裹物流信息显示妥投但客户却说未收到的，一律不可以退款，只能让买家联系物流公司或者查找其他丢失的原因，如别人代领。
Dear friend,
I am so sorry to hear that you haven't receipt your order.
I tracked your parcel found it has delivered to you on 11th Jan, 2016, attached is thetracking information , you can have a look.
If you still haven't got it, please kindly check with your family to see if anybody picked it oryou can call your local postal office to see where and who they sent it to. Hope you will get it soon.Thank you so much.
(4) 物流方式与买家选择的不一致，这种情况很少发生，一般发生的话买家也不会找麻烦，除非因此买家被收取了额外的费用。如有因此产生额外的费用，我们可以适当退款作为补偿。海关偶尔会抽查包裹，这个不是我们可控的，一般我们不承担此费用。最多可以承担部分税费或者给买家下一个订单一点折扣以示补偿。
Dear friend,
We are so sorry that you were taxed. As you know, the customers always will check someof the parcels and may charge for it This is out of our control. Hope you could understand. Butwe would like to give you a little discount for your next order. Thank you.
空包裹这个是不可能事件，如果买家说收到的是空包裹，基本上可以判定买家是个骗子(问题也有可能出现在海关人员身上)，这种情况一概不退款、不补发。
Dear friend,
It is so regret to hear that it was empty bag, may I know was the parcel broken when youreceipt? We never sent empty parcel, because if it is empty parcel, our postman even don'collect it and ship it for us. Hope you could check if your family or friend take out the item fo.you. Thank you.
注:物流查询网址:www.17tracknet
(5) 所有以未收到货为由提纠纷的，要先看下承诺运达时间并到通途里查询包裹的物流状态。
承诺运达时间:可以看运费模板里面有我们设置的承诺运达时间或者询问速卖通客服。
承诺运达时间:是在速卖通平台原有“大小包 60 天未妥投纠纷退款规则”的基础上，将设置物流时间的权力交给卖家，让有能力为买家提供更好物流服务、敢于对买家承诺物流服务的卖家优势得到突显，增强买家购物信心，提升买家购物后保障而推出的一项消费者保障服务。它是我们处理因物流原因未收到货的依据，原则上如果包裹未在承诺运达时间内妥投的话，我们应该退款给买家。
发中邮小包的:承诺运达时间为60天(巴西90天)，一般20~40 天可送达发E邮宝的:承诺运达时间为27 天，一般5~15 天送达。
(6) 有时候某些产品可能断货了，我们一般会先更新物流单号，这个时候是查不到物流跟踪信息的(实际还未发出): 此时有客户问物流情况，可以跟买家说包裹丢了，我们可以给他补发:若买家不要了，让卖家申请退款，退款给买家。
Dear friend .
I am so sorry that you haven't receipt your order.
Just now I tracked the parcel found there is no tracking information, I called our postaloffice, they said it was lost on the way. We would arrange to resend you a new one. Please canyou help us to cancel the dispute to wait for it? Please don't worry about your money, I haveextended the protection time by 30 days for you. lf you still can't receive it, you can open anew dispute.
And if you can't wait for it, we will refund you the money.
Waiting to hear your idea.
Thank you very much in advance.
(7)货物仍然在运输中，未到承诺运达时间，这种情况一律不可以退款，和买家沟先取消“退款申请”再等待一段时间，买家不愿意取消“退款申请”的，也只能等到到达承诺运达时间之后才可以退款。
Dear friend.
I am so sorry that you haven't receipt your order.
Usually it takes 20 -40 days for delivery, sometimes it maybe a little slow due to manyfactors, such as bad weather, busy shipping season, holidays and so on. And I tracked theparcel found it is in normal transit now, attached is the tracking information for your reference. Hope you could help us to cancel the dispute and wait for more days.
On the other hand, the promised delivery time is 60 days and there still have 25 days be-fore the deadline, we can't refund now, sincerely hope you could cancel the dispute to wait formore days.
Please don't worry about your money , if you still can't receive it before the deadline , youcan open a new dispute and we will full refund you by then.
Thank you very much for your kindly understanding.
(8) 物流信息显示妥投但客户反馈未收到的，这种情况也一律不可以退款。有时可能是因为时间有延误，可以让买家再等等或者联系物流公司查询;或者提醒买家询问是否有人代收。
Dear friend ,
I am so sorry to hear that you haven't receipt your order.
I tracked your parcel found it has delivered to you on 11th Jan, 2016, attached is thetracking information , you can have a look.
If you still haven't got it, please kindly call your local postal office or check with yourfamily to see if anybody else picked it up for you.
If you will receive it soon , hope you can help us to cancel the dispute.Thank you so much
(9)超时未妥投，首先要确认包裹的物流状态，如果只是超时了几天的，查询超时的原因是由于天气还是节假日等的影响，可以与买家沟通再等一段时间，或者补发货物;若超时比较久的比如半个月以上的，可以根据买家提交的留言进行协商，买家实在不愿意等待，可以马上接受纠纷退款
Dear friend ,
I am so sorry that you haven't receipt your order.
Sometimes it will be a little slow due to many factors, such as bad weather, busy shipping season, holidays and so on. Please can you wait for a few days more?
And sometimes the tracking information may not updated on time. If you're convenient,please can you call your local postal office to check it? You can give them your tracking no. tocheck it.
Please don't worry about your money , if you can't receive it, we will refund you the moneyThank you.
(10) 包裹被退回这种情况可以退款或者补发。首先查看包裹被退回的原因，原因不明确的，就直接退款或者问买家愿不愿意补发;如果是地址错误或者买家超时未去领取的，若买家同意补寄，要跟买家再次核对地址并告知买家要及时去领取包裹。
Dear friend ,
It is so regret that it was returned to us.
I am not sure what happened with it, is there any problem about your address?
And do you want us to resend it for you? If you agree with resend, hope you could helus to cancel the dispute, because we only could arrange our warehouse to resend the item afterdispute be cancelled. If you can't wait for it, we will refund you the money.
Waiting to hear your idea. Thank you.
注:所有需要补发的纠纷订单，都需要先取消纠纷才可以安排补发，补发前再次和买家确认好要补发的产品尺码以及买家地址。
3妙用
经过了一段时间的积累，要把所有客户资料按照不同的要求进行整理。整理数据是比速卖通后台系统里“历史客户统计与营销”更完善更清晰的分析手段。
邮件主要可以用在以下几方面:
(1)定期给客人推介新品。
(2)询问客人使用反馈。
(3)每年的节日祝福。
(4)发货后提醒。
(5)评价提醒。
(6)售后问题处理
(7)建立比SMT在线店铺更稳定的客户关系体系
4.常用邮件模板
(1)未付款订单:
Dear x X，
We have got your order of x x x x x x But it seems that the order is still unpaid. lfthere's anything I can help with the price , size , etc. , please feel free to contact me. After thepayment is confirmed,I will process the order and ship it out as soon as possible. Thanks!
Best Regards
Name
译文:我们已收到你的订单，但订单似乎未付款。如果在价格和尺寸上有什么能帮助的，请随时与我联系。当付款完成，我将立即备货并发货。谢谢!
提示:请根据您产品自身特点对描述内容进行修改。
(2)已付款订单:
Dear xx，
Your payment for item x x x x x x x x x x x x x x has been confirmed. We willship your order out within x x business days as promised. After doing so , we will send youan e - mail notifying you of the tracking number. If you have any other questions , please feelfree to let me know. Thanks!
Best Regards
Name
译文:您的订单编号为x xxx x x x x x xxxxx的款项已收到，我们将在承诺的x xx天内发货，发货后，我们将通知你货运单号。如果您有任何问题请随时联系我。谢谢!
(3) 发货后:
Dear x x ,
The item x x x x x x x x x x x x x you ordered has already been shipped out andthe tracking number is x x x X x x X x x x x x x x.The shipping status is as follows.xxxxxxxxxxxx x x.You will get it soon.
Thanks for your support!
Best Regards
Name
译文:订单号为xx x xx x x x xx x xx的货物已经发货，发货单号是xxxxxxxxxxxxxx，运输方式是xxxxxxxxxxxxxx，订单状态是x x x x x x x x x x x x x x。您将会很快收到货物，感谢您的支持和理解!
提示:请填写订单号、发货单号、运输方式和发货日期。
(4) 询问是否收到货:
Dear x x,
According to the status shown on 17track website ,your order has been received by you. Ifyou have got the items, please confirm it on alie x press. com. If not, please let meknow. Thanks!
Best Regards
Name
译文:EMS 网站显示您已收到货物。如果您已收到货物请到敦煌网确认，如果有问题请告知我。谢谢!
提示:可根据您货物的实际情况进行更改
(5) 客户投诉产品质量有问题:
Dear x x,
I am very sorry to hear about that. Since I did carefully check the order and the package tomake sure everything was in good condition before shipping it out,I suppose that the damagemight have happened during the transportation. But I'm still very sorry for the inconveniencethis has brought you. I guarantee that I will give you more discounts to make this up ne x t timeyou buy from us. Thanks for your understanding.
Best Regards
Name译文:很抱歉听到发给您的货物有残损，我在发货时再三确定了包装没有问题才给您发货的。残损可能发生在运输过程中，但我仍旧因为带给您的不便深表歉意。当
您下次从我这购买时，我将会给您更多的折扣。感谢您的谅解。
提示:请根据投诉的实际情况进行更改。
(6)订单完成:
Dear x X
I am very happy that you have received the order. Thanks for your support. I hope that youare satisfied with the items and look forward to doing more business with you in future. Thanks !
Best Regards
Name
译文:我很高兴地看到您已收到货，感谢您的支持。希望您满意，并期待着在将来与您做更多的生意。
(7)提醒买家给自己留评价:
Dear x X,
Thanks for your continuous support to our store, and we are striving to improve ourselves interms of service,quality, sourcing,etc. It would be highly appreciated if you could leave us apositive feedback, which will be a great encouragement for us. If there's anything I can helpwith , don't hesitate to tell me.
Best Regards
Name
译文:感谢您继续支持我们，我们正在改善自身的服务、质量、采购等。如果您可以给我们一个积极的反馈，我们会非常感激，因为这对我们来说是一个很大的鼓励。如果有什么我可以帮助的，不要犹豫请告诉我。
客服邮件回复并没有固定的模板，我们要学会根据实际情况灵活运用，邮件回复要注意:简洁、专业、热情、礼貌。
