销售沟通邮件文档格式.docx

1、Hello, dear customer, sizeM of this dresswill fit you pretty well. Any other questions, feel free to let me know. Thanks.关于合并运费当买家一次性购买多件商品时，可能会向你提出合并运费的要求，你可以通过修改并发送电子发票（invoice）的形式，对买家购买的多件商品只收取一次运费。在电子发票发送成功后，及时告知买家运费已合并，让买家直接通过电子发票进行支付。Hello, seller, can you combine shipping for me as Ive bought

2、 several items from you? Pls. send me just in one package, thanks.Hello, dear customer, thanks for your business.Have combined the shipping already and only charge you the shipping fee once. You can check the invoice Ive just sent to you and pls. make the payment through the invoice directly.Any oth

3、er questions, feel free to let us know.-2.关税问题问题：Are there any import taxes or customs charges that I need to be aware of if I purchase this and have it shipped here to Louisiana in the United States?回答：Thank you for your inquiry.I understand that you are worrying about any possible extra expense fo

4、r this item. According to past experience, it did not involve any extra expense at buyer side for similar small or low cost items. Please do not much worry.However, in some individual cases, buyer might need to take some import taxes or customs charges in import countries. As to specific rates, plea

5、se consult your local custom office. Appreciate for your understanding.Yours Sincerely,Seller Name or ID3.支付方式Do you accept check or bank transfer? I do not have a PayPal account.For simplifying the process sake, I suggest that you pay through PayPal. As you know, it always takes at least 2-3 months

6、 to clear international check so that the dealing and shipping time will cost too much time.PayPal is a faster, easier and safer payment method. It is widely used in international online business. Even if you do not want to register a PayPal account, you can still use your credit card to go through

7、PayPal checkout process without any extra steps.Hope my answer is helpful to you.4.还价邮件Hello, I can give 100 dollars. Is it OK?Thank you for your interests in my item.Perhaps we cant offer you that low price you bargained. Im sorry for that. In fact the price listed is reasonable and been carefully

8、calculated. It leaves me limited profit already.But, wed like to offer you some discounts on multiple items. If you purchase more than 5 pieces in one order, _discount will be giver to you on amount.Any further questions please let me know. Thanks.售后邮件 After-sales1.可以选择加入自动邮件系统中的详细的物流信息可以选择加入自动邮件系统中

9、的详细的物流信息（注意：红色部分是可根据实际情况进行替换。）DearCustomer,Thank you for purchasing（item ID or item title）. Please note that this item is coming overseas from China, so the shipping may take longer than domestic shipping. We will ship the item out promptly after receipt of payment. Please refer to the estimated del

10、ivery time chart in the item description to estimate your items arrival time. Your satisfaction is our priority. If you have any concerns, please contact us through eBay message. Thank you for your understanding and patience.Yours sincerely.the seller IDthe seller store URL2.对“节假日等可预测的邮递延误进行解释对节假日等可

11、预测的邮递延误进行解释Thank you for your purchase and prompt payment. China will be observing a public holiday fromOctober 1st through October 7th. As such, all shipping services will be unavailable during this time and may cause a delay in the delivery of your item for several days.We will promptly ship your

12、item when the post office re-opens onOctober 8th. If you have any concerns, please contact us through eBay message. Thank you for your understanding and patience.Yours Sincerely.3.对“天气等不可抗力因素造成的延误进行解释对天气等不可抗力因素造成的延误进行解释Thank you for purchasing an item from our store. We are sorry to inform you that

13、the delivery of your item may be delayed due toHurricane Sandy.We shipped youritem （white cotton T-shirt）onDec.3rdbut unfortunately, we were notified by the post office that all parcels will be delayed due to this natural disaster.Your patience is much appreciated. If you have any concerns, please c

14、ontact us through eBay message so that we can respond promptly. Our thoughts are with you.4.物品未收到邮件模板物品未收到Dear Customer,（item ID or item title）.We have received your payment onDec 16. For your reference, the postal tracking number is below:No.RR725377313CNStatus: departure from outward office of exc

15、hangeShip-out Date: 2011-12-17Standard ship times are approximately 7-15 business days, howeverwith increased holiday demand, there may be a delay in international parcel delivery times. We promisea full refund including original shipping chargeif the item is not delivered 30 days after receipt of p

16、ayment. Your satisfaction is our utmost priority; please contact us if you have any concerns.We apologize for any inconvenience. Your understanding is greatly appreciated.Sincerely,（seller）5.物品与描述不符邮件模板物品与描述不符We sincerely regret that you are not satisfied with your purchase. We accept returns or exc

17、hanges as long as the item is unopened and/or unused. We strive to provide exceptional products and service to our customers and your opinion is very important to us. Please provide a detailed explanation, photos are also welcome.Please send your item back to:XX, XXXX, 200001, Shanghai, ChinaWe will

18、 send you a replacement upon receipt of your parcel. Please be aware that the return shipping and any new shipping charges for a replacement item will be charged to the buyer.If you have any other concerns, please contact us through eBay message so that we can respond promptly,thanks.6.物品收到：关于退货换货模板

19、也许你会遇到买家要求退换货的情况，在刊登时注明退换货政策，有助于售后进行退换货服务。注意：下划线部分为示例，请写明你的退货地址。 关于退货当买家收到东西不满意并提出退货时，如果你接受退货，则可对其进行以下回复：Yes, we accept return or exchange. Pls. send your item back to: XX，XXXX，200001，Shanghai，ChinaIll issue you the refund （excluding the postage） via PayPal once I receive your parcel.Thanks. 关于换货当买家

20、要求换货时，如果你接受换货，可进行如下回复：Sure, you can send it back for exchange. Pls. send your item back to: XX, XXXX, 200001, Shanghai, ChinaWe will send you a new one after receiving your parcel. Please be aware the return shipping cost and re-send shipping cost will be charged on your side.Thanks for your underst

21、anding and any other questions feel free to let me know.7.物品未收到沟通模板：提供物流最新状态当物流延误，买家没有在预期时间内收到物品，会向你咨询，请及时与买家进行沟通。下划线部分为示例，请根据实际情况填写。 提供物流最新状态物品寄出后一段时间，买家可能会发来邮件询问物品怎么还没收到，这时你需耐心地向买家解释情况，并请其耐心等待：Hello, dear customer,Ive just tracked your parcel status and get following latest information:Tracking No

22、.: RR725377313CNDate: 2011-10-17It seems that your parcel has already arrived in EU and is waiting for local dispatch now. Pls. just be patient for another several days and itll be delivered soon.Normally it takes 15-20 business days to arrive at you, but as this is a peak holiday season and the shi

23、pping agency is extremely busy on handling parcels now, as the result, it might need longer time to deliver the international parcels.Sorry for the inconvenience and your understanding is highly appreciated. Thanks.8.特殊情况致物流延误沟通模板：节假日/旺季物流速度往往取决于物流淡旺季、节假日以及不可抗力等多种因素。当买家没有在预期时间内收到物品，会产生不良的购物体验，进而导致您的

24、卖家表现受到影响，请务必及时与买家做好沟通。下划线部分为示例，请根据实际情况进行修改。 节假日导致物流延误国庆假期，物流货代公司均放假休息，物品往往会因此耽误投递，请及时联系买家，做好沟通，请买家保持耐心：Dear buyer,Thank you for purchasing and prompt payment. However, well have theNational Holiday from Oct 1 to Oct 7.During that time, all the shipping service will not be available and may cause the shipping delay for several days.Thanks for your understanding and your patience is much appreciated. If you have any other concerns, pls. just let us know.Keep in touch. 自然灾害导致物流延误请务必时刻关注我们的物流公告，掌握世界各地的自然灾害，判断自己的物品运输是否受到影响，一旦发生问题请及时与买家沟通，此处为火山爆发沟通模板：Dear customer,Were s