02 客服常见问题汇总及处理.docx
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02客服常见问题汇总及处理
没有发货的情况下，询问客户补发或者退款！
Dear friend ,
Sorry for causing this problem .
Our warehpsue shipped out the order to you .I checked the shipping information for you ,may be your package was lost by the shipping company .I apologize to you for this problem .
I can arrange our warehouse resend the order to you ,do you agree?
Or ,I will refund to you
Wait for your update .
Best wishes
客服常见问题汇总及处理
一、售前咨询（未付款）2
1.1、询问尺码2
回复：
2
1.2.实拍图2
1.3.是否可以到达某国家2
1.4.价钱2
1.5.要折扣；批发算运费；2
二、售中（已下单未发货）2
2.1.无货2
无货不补；近期到货；延长备货期；2
2.2.产品问题需要客户确认2
2.3、客户要求更换颜色尺码2
2.4、客户要求取消订单2
2.5、催发货2
三、售后（已发货）2
3.1.货物在途物流问题3
3.2、已收货有问题3
发错颜色，尺码，有瑕疵，退货3
3.3.已退款3
问退款何时收到的：
3
四、管理评价3
1.催好评3
2.联系买家修改中差评3
一、售前咨询（未付款）
1.1、询问尺码
回复1：
Dearfriend,
Toavoidchoosetheincorrectsizeforyou.Pleasetellmeyourinformationasbelow:
Bust:
cm
Waist:
cm
Height:
cm
Hips:
cm
I'llcheckthesizeforyouaccordingyourinformation
Waitforyourreplay
Bestwishes!
2.Dearfriends,
Ourproductisthelargersizes.
Ifyoucannotdecideyoursize?
youcanprovideyourinformationforme:
Waist:
cm
Bust:
cm
Hips:
cm
Height：
cm
Icanhelpyoutochoosethesuitablesize.
Youalsocancheckthesizechartandpickthesize.
3.Dearfriend,
Ifthesizelikebelow;
Waist:
100cm
Bust:
115cm
Hips:
120cm
Ifso,Iwillrecommendyouthesize3XLaccordingyouinformation.
Ifnot,pleasetellmetheinformationlikebelow;
Waist:
cm
Bust:
cm
Hips:
cm
Height:
cm
Iamwaitingforyourreplay
4Dearfriend,
Sorry,Thisproductistoosmalltoyouaccordingyourinformation,wedon'thavethe7XLsize.
ButIcanrecommendyousomeotherkindsproductsbelow:
1……..
2……...
3……..
Ifyouareinterestedinanyproductsinourstore,pleaseplaceanorder,Icangiveyouthebestprice
Iwaitforyourreplay.
Bestwishes!
5.Hifriend,
Sorry,thisproductdosenotfitforyouaccordingyourinformation.Ourbiggestsizewaistisxxtoxxcm,youcanrecheckyourwaistanddecideifitreallyfityou.Ifnot,youcanselectotherpantsinourstore.Icangiveyouthebestdiscount
Foranyfurtherconcerns,pleasefeelfreetocontactus.
Bestwishes.
1.2索要实拍图：
回复：
Dearfriend,无实拍的情况下
Sorry,allthepicturesareprovidebyourfactory,theydidn'tprovidedthepicturesofthisdress.Ifyoureallylikethisdress,YoucanplacetheorderandIcanpickuptheproductsaccordingyourordertotakephotosandsendtoyoubeforeitshipped,Ifyouarenotsatisfiedwithit,youcanchoosethecanceltheorderandIwillagree.thealiexpresswillrefundtoyou.
whatdoyouthinkofit?
waitforyourreply
Bestwishes
1.3是否可以到达某国家
1.4价钱
（成本+运费）/（1-利润率）=售价
1.5要折扣；批发算运费；
Dearfriend;
Doyouareseller?
Ordoyoujustbuyitforagroupuse?
（根据不同的情况而定）
1.Wetotallyhave（颜色，数量）available.Iwillsendall（颜色，数量）toyou.
2.thepriceto（地名）is（价钱）includingshippingfeeviaAliexpressstandardshipping.Itnormallytakesabout20to60daysfordelivery.
3.WehaveafasterwaytoshipbyDHLtoyou.Thepriceis（价钱）includingDHLshippingfee.Thedeliverytimeis5-7businessdays.
Ifyouaccept,pleaseplacetheorderbutdon'tpay.Pleaseleaveamessagetotellmewhichshippingmethodyouneed.Iwillchangepriceforyou.
Thenyoucanpay.
Iwillarrangetosendoutsoonin1-3businessdays.
Lookforwardtoyourreply.
署名
催款模板
Dearvaluedcustomer,
Thankssomuchtobuyproductsfromus.
Theproductyoubuyisoneofthemosthot-sellingone.Andthisproductisalwayshighlyappreciatedbyregularcustomersinourstore.Ifyouliketheproducts,pleasedonothesitatetoarrangethepaymentnow.
Wewillarrangeourwarehousetosendoutyourorderassoonaspossible.
二、售中（已下单未发货）
2.1无货
无货不补
DearFriend,无货订单
1.Thanksfortheorder.ButthisorderisheldbyoursystemandunshippedwhenIcheck.
2.Thestockshowinoursystemdoesnotavailableinourwarehousenow.Myteamwentouttofindthesameitemsforyou.Butthereisnosuitablesupplieraftercontactingmanystore
3.Youcanalsoreplacethisorderwithotherproductsinmystore.Ifthepriceisslightlyhigher,Iwillagreeandarrangetosendoutsoon.
4.Ifyouwanttocancelthisorder,pleasechoose"otherreasons"or"buyerdon'twantthisorder".Iwillagree,andthenAliexpresswillrefundthemoneytoyou.
Sorryfortheinconveniencecausedtoyou.
Waitforyourreply.
署名
无尺码但有临近尺码的
1.Thanksfortheorder.ButthisorderisheldbyoursystemandunshippedwhenIcheck.
2.Thestockshowinoursystemdoesnotavailableinourwarehousenow.Myteamwentouttofindthesameitemsforyou.Butthereisnosuitablesupplieraftercontactingmanystore.
3.Westillhaveredcolor6XLinstock,wouldyoubewillingtoreplaceit?
4.wehaveblack5xlinstock,ifyouonlylikeblackcolor,pleasecheckif5xlwillfitforyourneed.
Bust:
cm
Waist:
cm
Height:
cm
Hips:
cm
.5.Youcanalsoreplacethisorderwithotherproductsinmystore.Ifthepriceisslightlyhigher,Iwillagreeandarrangetosendoutsoon.
6.Ifyouwanttocancelthisorder,pleasechoose"otherreasons"or"buyerdon'twantthisorder".Iwillagree,andthenAliexpresswillrefundthemoneytoyou.
Sorryfortheinconveniencecausedtoyou.
Wency
署名
itforyourreply.
3、客户要求更换颜色尺码
（1）未发货：
直接备注，按客户要求更换颜色与尺码。
（确定的情况下）
（2）已发货：
告知客户货已经发出，如果要更换尺码与颜色，请在收到货以后尽快与我们取得联系。
及时退货给客户重发。
4、客户要求取消订单
了解客户由于什么原因要求取消订单
Dearfriend,（客户取消订单，并要求退款）
Iwillrefundthemoneytoyou.pleaseopenadisputeforthisorder,itisarefundrequest,IwillagreeandAliexpresswillrefundthemoneytoyou.
Awillrefundthemoneytoyousoon.Ittakesabout7to15businessdaysforthemoneytoshowupinyouraccount.
Welcometobuytheproductsnexttime,ifyouwantbuyotherproduct,pleasetellmeinadvance,Iwillcheckthecolororqualitymorecarefullyforyou.
I'msosorryforcauseyourinconvenience.
Fortheanyfurtherconcerns,pleasefeelfreetocontactus.
署名
5、催发货
Dearfriend，
Ourwarehousewillsendoutyourorderabout1to3businessdays（节假日根据具体情况而定），pleasebepatienttowait.
TheAliexpressusetheAliexpressstandardshipping,thenormaldeliverydateis20to60days.Deliverytimeisdifferentfromcountrytocountry.
Ifthepackagedoesnotarrivetoyouinthepurchaseprotectiontime,pleasecontactustoextendthe"deliverydate"beforeitexpires.
Ifyoudidnotreceiveyourpackageintime,wecanarrangetorefundtoyou..
Fortheanyfurtherconcerns,pleasefeelfreetocontactus.
Bestwishes!
署名
三、售后（已发货）
3.1货物在途物流问题（纠纷问题同在）
3.1.1延长收货期
---客人要求延长到货期的extenddeliverydate,purchaseprotection.
Dearfriend,
Thepackageisshippedout修改此处时间Sept.05,2015.
Ittypicallytakesabout28to60daystodeliverinyourcountrybyChinapostairmail.Itsometimesmightbedelayedduetobadweather,slowcustomsclearance.
Ihaveextendedthepurchaseprotectiontimeforyouby修改30days.
Thepackage根据更新修改hasarrivedinyourcountry.pleasepayattentiontoit.Ifitdoesnotarrivetoyouintime,pleasecontactmesoon.Iwillcheckandsolvetheproblemforyou.
Sincerely,
Fiona署名
3.1.2实际没有发货的，应退款
Dearfriend,（实没有发货的）
Iagreethisdispute.Aliexpresstakesthemoneyandtheywillprocesstherefundtoyou.Ittypicallytakesabout3to7workdays.
Youcanchecktherefundsectionintheabovehelplink.
Thankyousomuch.
Iamsorryfortheinconveniencecausedtoyou.
Bestwishes.、
我们实际已经发货，纠纷原因：
“货物仍然在运输途中”或“运单号无法查询到物流信息”
3.2.1先给客人延长到货期，并劝说客人取消纠纷等待。
Dearfriend,方案1
Thepackageisonthewaytoyourcountry.（按查找的结果修改）
Ittypicallytakesabout30to60daysforthepostmailtodeliveredtoyourcountry.
Canyoupleasecancelthisdisputeandbepatienttowaitforsomemoredays?
Thepurchaseprotectiontimehasbeenextendedforyouby30days（天数复制过去后修改或者删除，巴西延长60天）.Ifthepackagedoesnotarrivetoyouintime,youcanstillopenadisputeforitagain.ok?
Waitforyourreply.
Bestregards,
Fiona（署名）
Dearfriend,方案2
ThepackageisshippedoutSeptember.06修改发货日期,Itisonthewaytothedestinationtoyou.
Theinternationalshipmenttypicallytakesabout30to60daysfordeliverytoyourcountryviaChinapostairmail.
Ihaveextendedthepurchaseprotectiontimeforyouby30days.Canyoupleasecancelthisdisputeandbepatienttowaitforsomemoredays?
Ifthepackagedoesnotarrivetoyouin15to20按到期情况修改days,youcanopenadisputethattime.Iwillrefundortoresendthepackagetoyouaccordingtoyourneed.
Waitforyourreply.
Bestregards,
Fiona署名
3.2.2.4天内客人没有取消纠纷的，拒绝纠纷，安抚客人等待
--------------------------------
Dearcustomer,
Ihaveextendedthepurchaseprotectiontimeforyou.Canyoupleasecancelthisdisputeatfirstandwaitforsomemoredaysfortheorder?
Youcanalsocontactyourlocalpostofficewiththetrackingnumberifthepackagedoesnotarrivetoyouintime.
Bestregards,
3.2.3在纠纷提交平台之前，小金额订单/平邮订单（0-7美金，销售自己把握），可以直接退款给客人，并告诉他等收到货之后再付款给我们。
--------------------------------
Dearfriend,
Irefundtoyou.
Aliexpresstakesthemoneyandtheywillprocesstherefundtoyou.
Youcanchecktherefundsectionintheabovehelplink.
Youcancontactmetopayafteryoureceivedtheorder.
Thankyou.
Fiona换署名
3.3.拒绝纠纷后/纠纷提交平台后，定期查看拒绝过的纠纷，如果物流有更新或者妥投，请及时联系客人告知他，并同时劝说取消纠纷。
3.3.1在目的国有更新的：
Dearfriend,
Thefollowingisthelatestupdateofyourpackage.Yourpostofficewi
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