02 客服常见问题汇总及处理.docx

1、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！Dearfriend,Sorryforcausingthisproblem.Ourwarehpsueshippedouttheordertoyou.Icheckedtheshippinginformationforyou,maybeyourpackagewaslostbytheshippingcompany.Iapologizetoyouforthisproblem.Icanarrangeourwarehouseresendtheordertoyou,doyouagree?Or,IwillrefundtoyouWaitfory

2、ourupdate.Bestwishes 客服常见问题汇总及处理一、售前咨询（未付款） 21.1、询问尺码 2回复： 21.2.实拍图 21.3.是否可以到达某国家 21.4.价钱 21.5.要折扣；批发算运费； 2二、售中（已下单未发货） 22.1.无货 2无货不补；近期到货；延长备货期； 22.2.产品问题需要客户确认 22.3、客户要求更换颜色尺码 22.4、客户要求取消订单 22.5、催发货 2三、售后（已发货） 23.1.货物在途物流问题 33.2、已收货有问题 3发错颜色，尺码，有瑕疵，退货 33.3. 已退款 3问退款何时收到的： 3四、管理评价 31. 催好评 32. 联系买家

3、修改中差评 3一、售前咨询（未付款）1.1、询问尺码回复1：Dear friend,To avoid choose the incorrect size for you. Please tell me your information as below:Bust : cmWaist : cmHeight : cmHips : cmIll check the size for you according your informationWait for your replayBest wishes!2.Dear friends,Our product is the larger sizes.If

4、 you can not decide your size? you can provide your information for me:Waist : cmBust : cmHips : cmHeight： cmI can help you to choose the suitable size.You also can check the size chart and pick the size.3. Dear friend,If the size like below;Waist : 100cmBust : 115cmHips :120cmIf so, I will recommen

5、d you the size3XL according you information. If not, please tell me the information like below;Waist : cmBust : cmHips : cmHeight : cmI am waiting for your replay4Dear friend,Sorry, This product is too small to you according your information, we dont have the 7XL size. But I can recommend you some o

6、ther kinds products below:1 .2.3.If you are interested in any products in our store, please place an order, I can give you the best priceI wait for your replay.Best wishes!5.Hi friend,Sorry , this product dose not fit for you according your information. Our biggest size waist is xx to xx cm ,you can

7、 recheck your waist and decide if it really fit you. If not, you can select other pants in our store. I can give you the best discountFor any further concerns, please feel free to contact us.Best wishes.1.2索要实拍图：回复：Dear friend,无实拍的情况下Sorry ,all the pictures are provide by our factory, they didnt pro

8、vided the pictures of this dress. If you really like this dress ,You can place the order and I can pick up the products according your order to take photos and send to you before it shipped, If you are not satisfied with it ,you can choose the cancel the order and I will agree. the aliexpress will r

9、efund to you.what do you think of it ?wait for your replyBest wishes1.3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；Dear friend;Do you a reseller? Or do you just buy it for a group use?（根据不同的情况而定）1. We totally have （颜色，数量） available. I will send all（颜色，数量） to you.2. the price to （地名） is（价钱） includin

10、g shipping fee via Ali express standard shipping. It normally takes about 20 to 60 days for delivery.3. We have a faster way to ship by DHL to you. The price is（价钱） including DHL shipping fee. The delivery time is 5-7 business days.If you accept, please place the order but dont pay. Please leave a m

11、essage to tell me which shipping method you need. I will change price for you.Then you can pay. I will arrange to send out soon in 1-3 business days.Look forward to your reply.署名催款模板Dear valued customer,Thanks so much to buy products from us.The product you buy is one of the most hot-selling one. An

12、d this product is always highly appreciated by regular customers in our store. If you like the products, please do not hesitate to arrange the payment now.We will arrange our warehouse to send out your order as soon as possible.二、售中（已下单未发货）2.1无货无货不补Dear Friend,无货订单1.Thanks for the order. But this or

13、der is held by our system and unshipped when I check. 2.The stock show in our system does not available in our warehouse now. My team went out to find the same items for you. But there is no suitable supplier after contacting many store3.You can also replace this order with other products in my stor

14、e. If the price is slightly higher, I will agree and arrange to send out soon.4.If you want to cancel this order, please choose other reasons or buyer dont want this order. I will agree, and then Aliexpress will refund the money to you. Sorry for the inconvenience caused to you.Wait for your reply.署

15、名无尺码但有临近尺码的1.Thanks for the order. But this order is held by our system and unshipped when I check. 2.The stock show in our system does not available in our warehouse now. My team went out to find the same items for you. But there is no suitable supplier after contacting many store.3. We still have

16、red color 6XL in stock, would you be willing to replace it?4. we have black 5xl in stock, if you only like black color, please check if 5xl will fit for your need.Bust: cmWaist: cmHeight: cmHips: cm .5.You can also replace this order with other products in my store. If the price is slightly higher ,

17、I will agree and arrange to send out soon.6.If you want to cancel this order, please choose other reasons or buyer dont want this order. I will agree, and then Ali express will refund the money to you.Sorry for the inconvenience caused to you.Wency 署名it for your reply.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

18、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Dear friend,（客户取消订单，并要求退款）I will refund the money to you. please open a dispute for this order, it is a refund request, I will agree and Ali express will refund the money to you.A will refund the money to

19、 you soon. It takes about 7 to 15 business days for the money to show up in your account.Welcome to buy the products next time, if you want buy other product, please tell me in advance, I will check the color or quality more carefully for you.Im so sorry for cause your inconvenience.For the any furt

20、her concerns, please feel free to contact us.署名5、催发货Dear friend，Our warehouse will send out your order about 1 to 3 business days(节假日根据具体情况而定)，please be patient to wait.The Ali express use the Ali express standard shipping, the normal delivery date is 20 to 60 days. Delivery time is different from c

21、ountry to country.If the package does not arrive to you in the purchase protection time, please contact us to extend the delivery date before it expires. If you did not receive your package in time, we can arrange to refund to you.For the any further concerns, please feel free to contact us.Best wis

22、hes!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 extend delivery date, purchase protection.Dear friend,The package is shipped out 修改此处时间Sept.05,2015.It typically takes about 28 to 60 days to deliver in your country by China post air mail. It sometimes might be delayed due to bad weather, slo

23、w customs clearance.I have extended the purchase protection time for you by 修改30 days.The package 根据更新修改has arrived in your country. please pay attention to it. If it does not arrive to you in time, please contact me soon . I will check and solve the problem for you.Sincerely ,Fiona署名3.1.2实际没有发货的，应退

24、款Dear friend,（实没有发货的）I agree this dispute. Ali express takes the money and they will process the refund to you. It typically takes about 3 to 7 work days.You can check the refund section in the above help link.Thank you so much.I am sorry for the inconvenience caused to you.Best wishes.、我们实际已经发货， 纠纷

25、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。Dear friend,方案1The package is on the way to your country.（按查找的结果修改）It typically takes about 30 to 60 days for the post mail to delivered to your country.Can you please cancel this dispute and be patient to wait for some more days?The purcha

26、se protection time has been extended for you by 30 days (天数复制过去后修改或者删除，巴西延长60天). If the package does not arrive to you in time, you can still open a dispute for it again. ok?Wait for your reply.Best regards,Fiona（署名）Dear friend,方案2The package is shipped out September.06修改发货日期, It is on the way to th

27、e destination to you.The international shipment typically takes about 30 to 60 days for delivery to your country via China post air mail.I have extended the purchase protection time for you by 30 days. Can you please cancel this dispute and be patient to wait for some more days?If the package does n

28、ot arrive to you in 15 to 20 按到期情况修改days, you can open a dispute that time. I will refund or to resend the package to you according to your need.Wait for your reply.Best regards,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-Dear customer,I have extended the purchase protection time for you. Can you please

29、cancel this dispute at first and wait for some more days for the order?You can also contact your local post office with the tracking number if the package does not arrive to you in time.Best regards,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。-Dear friend, I refund to you.Al

30、i express takes the money and they will process the refund to you.You can check the refund section in the above help link.You can contact me to pay after you received the order.Thank you.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：Dear friend,The following is the latest update of your package. Your post office wi