目前，溝通與客戶服務已經成為跨境電商拓展市場，保持客戶黏性的重要手段之一。那么如何得體的與您的海外買家進行有效溝通呢？下面給您介紹一些常用的溝通方式：

一、付款階段

A, 買家未付款催單技巧：(AwaitingPayment)

Dear valued Customer,

Thank you for your order, We have this item in stock, if youhave any query for processing the payment of the order, please feel free tocontact us.Thank you!

Seller ID

B, 款項正在審核階段(Pendingpayment verification)

Dear Valued Customer,

Thank you for your order. Your payment is currently beingprocessed and will be shipped to you as soon as your payment has beenconfirmed. If you do experience any payment issues, please feel free contactus.

Thank you !

Seller ID

二、訂單付完款后，發貨前

1, 買家下完單，但是缺貨斷貨，可推薦其他產品或者同意退款,詢問買家意見

Dear Valued Customer,

Thank you for your order. The item(s) you ordered is currentlyout of stock, however, you can select an item(s) of equal value to your order,or request a refund. Please let us know which you prefer.

We look forwarding to hearing from you soon.

Thank you.

Seller ID

2, 買家所在的國家地址較偏遠，不能包郵，建議買家補運費

Dear Valued Customer,

Thank you for your order. We are sorry that we cannot ship youritem(s) via the free shipping method as the address you have provided islocated in a remote area. In order for us to ship your item(s) to you as soonas possible, you will need to pay an extra $(付款金額), oryou can request a full refund.

We are sorry for any inconvenience this may have caused. Pleaselet us know which you prefer.

Thank you.

Seller ID

3, 買家選擇的是DHL發貨，但是賣家只能用E-郵寶或者小包發貨，詢問買家是否愿意接受？

Dear Valued Customer,

Thank you for your order. We are sorry that we cannot ship youritem(s)via DHL（四大快遞) at this point. We can only shipyour item(s) via E-packet （或者其他的貨運方式）which usuallytakes 10-15 business days for delivery. Please let us know as soon as possibleif we should proceed with the E-packet shipping method.

We look forward to hearing from you soon.

Thank you.

Seller ID

4, 賣家不能正常發貨（例如春節長假），請買家同意延長備貨期

Dear Valued Customer,

Thank you for your order. Please note that there will beshipping delays due to the national holidays and your order might not arrive atthe expected time frame. We plan to extend the lead time, would you pleaseaccept it?

Thank you for your understanding and patience.

Seller ID

三、發貨后

1, 賣家發貨了，告知買家發貨方式和查詢網址

Dear customer,

Regarding your order number: xxx, we have shipped your item(s)via (DHL, EMS, E-packet) and the tracking number is xxx. Please check thetracking information here: www.xxxxx.com for updates.

Please note, it will take 2-5 days before the trackinginformation can be viewed online. If you have any further questions, pleasefeel free to contact us.

Thank you.

Seller ID

2, 貨物被物流公司丟失，詢問買家是否同意重新發貨？

Dear Valued Customer,

Your item(s) have been shipped on 10 January,2015, however, theshipping carrier has lost the package. At this point we would like to offer youtwo options, we can either resend you items or provide you with a full refund.Please let know which you prefer. We are sorry for any inconvenience this mayhave caused

Thank you.

SellerID

3, 貨物正常在途，請買家等待

Dear Valued Customer,

Regarding your order number: xxx, we have sent out your item(s)via (DHL, EMS, E-packet), and the tracking number is xxx. Please check thetracking information here: www.xxxxx.com. Your package is on route and willtake between 5-25 days to be delivered.

Best Regards!

Seller ID

4, 貨物到達買家海關，請買家去清關（確認買家需要交關稅的情況）

Dear Valued Customer,

Your order number: xxx, has arrived and is being held bycustoms, and you will need to clear your item(s) with customs. Please note thatthere might be VAT (value added tax) that you might have to pay.

If you have any questions, please feel free to contact usdirectly and we will be glad to assist you.

Thank you.

Seller ID

5, 貨物妥投，但是妥投的具體地址和簽收人不一致,請買家再次核實

Dear Valued Customer,

Your package was delivered to the address that you haveprovided, here is the shipping receipt (附上發貨底單給買家).Please check with your local post office, or any family member or neighbor whomight have signed for your package.

If you have not yet received your package, please feel free tocontact us directly. Thank you.

Seller ID

6, 官網查詢買家已簽收包裹，提醒買家確認收貨并留好評

Dear Valued customer,

We have tracked your order (order No: xxx), and it was deliveredto the shipping address that have you provided. Please make sure you havereceived your item(s) in perfect condition, and then please proceed to completethis order. If you are satisfied with your purchase and our service, we will begrateful if you can provide us with a positive feedback.

If you have any questions, please feel free to contact us.

Thank you!

Seller ID

四、買家開啟糾紛（包括普通糾紛和平臺糾紛）

1, 買家投訴貨物與描述不符，詢問具體原因和請買家提供證據

Dear Valued Customer,

We have received your dispute messages, what’s wrong with theitems which you have received? If you are experiencing problems with theitem(s) that you have received, please take clear photos and/or video and sendit to us so that we may be able to resolve it as soon as possible. Thank youfor your time.

Seller ID

2, 買家投訴部分收到貨物，詢問具體收到的數量，考慮補發

Dear Valued Customer,

If your package is missing some of the items that you haveordered, please take clear photos of the items that you have received, and sendit to us. We can then proceed to send you the missing item(s) as soon aspossible or you may tell us your solution.

Thank you for your time.

Seller ID

3, 買家將糾紛升級到平臺,繼續跟買家溝通

Dear Valued Customer,

We have received your escalated dispute message. Please provideus with the specific problem that you are having in order for us to help youresolve this case as soon as possible. Or you may tell us your solution.

We look forward to hearing from you soon.

Thank you,

Seller ID

4, 糾紛升級到平臺，等待平臺糾紛專員裁決期間，仍爭取跟買家溝通

Dear Valued Customer,

Regarding your order (no: XXXXX), we are aware that you haveescalated the case to DHgate. We would be grateful if you could give us achance to help you resolve this matter personally.

Could you please propose a solution to the current problem youare having?

We look forward to hearing from you soon.

Thank you,

Seller ID

5, 如果買家收到的貨確實貨不對版或者質量問題，也提供了證據給您，詢問買家的方案

Dear Valued Customer,

Thank you for the evidence you have provided. We would like tooffer you some options as below that will help resolve this case as soon aspossible.

(a) You can keep the items and we will be happy to offer you apartial refund XX $ USD(具體金額可視具體的情況).

(b) You can return all the items to us, and we can then provideyou with a replacement of your items or a full refund.

Please let us know which option you would prefer.

Thank you!

Seller ID

6, 如果買家接受了部分退款，保留貨物的意見，告知會同意部分退款或者找客服幫忙

Dear Valued Customer,

Thank you for your response, you have accept the partial refundUS $xx, please go to “my DHgate” and click “refund and refund” then select thesolution: “seller partial refund $xx, buyer no need to return”.

Once we clicked that option the system will automaticallyprovide you with a refund. If you do experience any issues with this process,please contact us.

Thank you

Seller ID

7, 如果買家就是不喜歡收到的貨（自身原因），堅持就要退貨，可告知買家風險

Dear Valued Customer,

We are sorry to hear that you have opened a dispute regardingthe item(s) you have received. If you wish to, you can return the item(s) tous, and once we have received the item(s) we can then proceed to provide youwith a full refund.

Please note that you will have to pay the shipping fee forreturning the item(s).

Below is our return shipping address:

(詳細英文退貨地址：包括收件人姓名，電話，郵編，買家需要選擇的貨運方式和申報價格等)

Contact name:

shipping address:

Zip Code:

Tel: (required)

Kind reminder:

1. Returned goods must remain intact and in perfect condition

2. Remember to mark "Order No." and “ReturnedGoods" on the parcel.

Please let me know the shipment tracking number once you haveshipped the package.

Thank you,

Seller ID

8, 同意買家退貨，詢問買家退貨進度

Dear Valued Customer,

We have not yet received the item(s) you have sent back to us.Please provide us with the shipment tracking number and the shipping carrier’swebsite so that we can track the returned goods.

We look forward to hearing from you soon.

Thank you!

Seller ID

9, 收到買家的退貨，同意退款給買家，希望下次可以再合作

Dear Valued Customer,

We have received your item(s) and will now proceed to informDHgate to apply the refund to you. We apologize for any inconvenience this mayhave caused. Welcome to our store again and we will give you some discount inyour new order. Best Regards!

Seller ID

總結

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