速卖通平台为强调良好的营商环境和客户购物体验，会对进驻平台的各个商家进行评价打分。因此，客服人员应尽量引导客户在选择取消订单的原因的时候选择“不想购买”，这样不会对店铺造成不良影响，也不会影响店铺总体的评分以及商品排名。以下是速卖通平台提供给客户取消订单原因的选项。
(1)I do not want this order,我不想要这个订单了。
(2)Processing time is out of my expectation.备货期不满足我的期望值。
(3)Seller raised price of this order,卖家上涨订单价格。
(4)Seller did not respond to my question.卖家不回复我的咨询。
(5)Seller is unable to ship my order by selected shipping method.卖家无法使用我选择的物流方式发货。
(6)Products out of stock.商品缺货。
(7)Other reasons.其他原因。
一般来说，客服人员都会建议客户选择第 1个，这是因为第 3~5 个原因会影响该店的评分，这些会计算为成交不卖。如果客户选择了这几个原因，客服人员应及时联系客户，引导他们改为选择其他原因。下面范文可供参考。
Dear friend,
Thank you for the canceling.
Would you please kindly to choose the cause by “I do not want this order or “Other reasons”to cancel the order?
We are so sorry for the inconvenience caused. But could you please kindly do us a big favour?
We will try our best to offer you the best shopping experience next time.
Hope you can forgive us and change the cause. Thank you.
Best regards!
范文
Hi,
Would you please choose the first or second cause not by “out of stock to cancel the order? Please check here:
http://www.XXXXXXXXXX.com
We really need your great help.
After we check the cause, we will agree the canceling at once, and you will get the refund in 1-7 business days.
Nice day.
