在跨境电子商务售中这个阶段，有时候也可能会由于卖家或买家自身的原因产生一些问题。无论什么情况，卖家都应及时与买家沟通，尽快解决问题。
1.卖家发错货或者漏发货
如果是卖家的原因导致的错误，卖家应主动提出补发或者给予买家折扣，并请求买家的谅解。
Sample 1 Dear customer,
It is a pity to tell you that my colleauge send you the wrong bag/ forgot to send you the item XX you ordered. Could I send you again or we give you$**** discount. I guarantee that I will give you more discounts to make this up next time for your next purchase. So sorry for all your inconvenience. Your understanding is highly appreciated. Thank you very much.
Best regard,
(Your name)
2.客户不清关
根据跨境电子商务的相关规则，买家是有义务清关的。但是由于关税等原因，买家不愿意清关，此时卖家要及时跟买家沟通，一起寻求解决办法。
Sample 2
Dear customer,
Thanks for your purchasing in our shop and we are sorry to tell you that parcel was kept at the Russian custom. Status:(查询结果)
According to the rule of Ali, buyer have the duty to clear the custom and get the parcel. We also hope you can clear the custom as soon as possible and get the favor.
Anything we can help please feel free to contact us .
Thanks !
Best regard,
(Your name)
常用句型:
1. I am sorry to tell you that the free shipping for this item is unavailable.很抱歉地通知您这个货物无法包邮。
2. That make the shipping time is hard to control.这样物流时间就很难控制了。
3. We apologize for the inconvenience caused and appreciate your kind understanding.
很抱歉给您造成的不便，感谢您的理解。
4. I guarantee that I will give you more discounts to make this up next time for your next purchase.
我保证您下次购买产品时会给予您更多的折扣以弥补此次损失。
Skill Practice
假设你在Aliexpress上经营一家网店卖服装。Ms.Lisa在你的店里下单买了一条裙子。
1.Ms.Lisa 下单后1天都没有付款，折扣活动就要结束了，你该如何跟Ms. Lisa 沟通?
2.Ms.Lisa付款后，你如何将店里的一件上衣作为关联产品推荐给她?
3.你及时将货物发送给她了。请给她写一封邮件，包含以下内容:·告诉她你将如何跟踪物流。
·提醒她货物将会30天左右的时间达到。希望她能给好评。
4.货物达到海关后，遭遇海关严格检查，导致邮递延误，请写一封邮件解释。
