敦煌网询盘技巧处理

A/在我们每天进入卖家后台后，我们需要做的很重要的一件事就是及时查看站内信版块信息













B/回复站内信注意事项：




1、请勿在站内信中向买家发送站外联系方式；




2、请勿试图引导买家进行站外交易；




3、请尽量按照买家提问的语种进行回复，请注意回复内容的礼貌和语气。




C/站内信回复原则




迅速、诚信、详细、清晰




D/回复买家模板举例说明

1、未付款订单的催款模板。（请根据您产品自身特点对描述内容进行修改)

Dear xxx

We h**e got your order of XXXXXX。 But it seemsthat the order is still unpaid. If there’s anything I can help with the price,size, etc., please feel free to contact me. After the payment is confirmed, Iwill process the order and ship it out as soon as possible. Thanks!




2、查看到买家付款完成的订单后，给买家发送订单确认邮件并且告知预计发货时间




Hi, xxx,




Thank you for your payment for orders xxxxxxx. We will be di**tching these itemswithin the next 3 days. If you h**e any questions or problems, contact usdirectly for help.




3、填写了发货通知后告知买家当前状况，（订单号、发货单号、运输方式和发货日期）




Hello, xxx,




We are happy to tell you we h**e di**tched your order! You can track itsprogress with the following tracking number: xxxxxx




You can also track the delivery of your order yourself here: www.xxxxx.com.




It usually takes about 30 days for your order arrive, but as this is theshopping season, the logistics companies are very busy and some orders may takeslightly longer to arrive.




If you h**e any questions or problems, contact us directly for help.




4、超过5天还未更新物流信息，让买家再等待




Dear xxx,




As we all know, it’s the busiest part of the shopping season and the logisticscompanies are running at maximum capacity.




Your delivery information has not been updated yet, but don’t worry- we will let you know as soon as an update is **ailable.




Thank you for your patience!




5、货物退回，换物流方式重新给买家发货，并延长收货时间




Hello, xxx,




Due to the overwhelming demand for logistics this shopping season, the originaldi**tch has failed.




Don’t worry! We h**e already di**tched your orderwith a different logistics company. You can track the new delivery of yourorder here: www.xxxxx.com.




We h**e also extended the time period for you to confirm delivery.




If you h**e any questions or problems, contact us directly for help.




6、长时间在途，确认是否收到货物，减少买家未收到的担忧

Hello, xxx,




If you h**en’t received your order yet, please don’t worry. We just checked the tracking information and it’s on its way!




Don’t worry about your money or your purchase either – if you do not receive your package, we will resend your order, oryou can apply for a full refund.




If you h**e any questions or problems, contact us directly for help.




7、距离确认收货超时还有1周，依然未妥投，告知买家物流的大致情况，并且告知买家会给他延长收货时间，请买家不要提交纠纷




Hello, xxx,




We h**e checked the tracking information and found your package is still intransit. This is due to the overwhelming demand for logistics this shoppingseason.




We h**e also extended the time period for you to confirm delivery.




If you h**e any questions or problems, please contact us directly forassistance, rather than submitting a refund request. We aim to solve allproblems as quickly as possible!




Thanks!




8、客户投诉产品质量有问题(表示歉意，并愿意配合解决问题，承诺下次购买能给予折扣)，请根据订单实际情况进行更改。




Dear xxx




I am very sorry to hear about that. Since I did carefully check the order andthe package to make sure everything was in good condition? Before shipping itout, I suppose that the damage might h**e happened during the transportation.But I’m still very sorry for the inconvenience this has brought you. Iguarantee that I will give you more discounts to make this up next time you buyfrom us. Thanks for your understanding.




9、货物断货，推荐类似产品。（建议大家及时把断货的商品进行下架）




Dear xxx,




We are very sorry that item you ordered is out of stock at the moment. I willcontact the factory to see when it will be **ailable again. I would like torecommend some other items of similar styles. Hope you like them too. You canclick on the following link to check them out XXXXXX. If there’s anything I canhelp with, please feel free to contact us. Thanks!




10、折扣产品推荐

Dear xxx,




Thanks for your message. Well, if you buy both of the XXXX items, we can offeryou a XXX % discount. Once we confirm your payment, we will ship out the itemsfor you in time.




Please feel free to contact us if you h**e any further questions.




Thanks & Best regards!




11、买家议价（填写希望买家购买的件数和您所能提供的折扣）




Dear xxx:




Thank you for taking interests in our item. I’m afraid we can’t offer you thatlow price you bargained as the price we offer has been carefully calculated andour profit margin is already very limited. However, we can offer you a XXX %discount if you purchase more than XXXXpieces in one order. If you h**e anyfurther questions, please let me know. Thanks!




12、向买家推荐新品(圣诞节/新年等节日畅销产品推荐)




Dear xxx,




As Christmas/New year/…… is coming, we found XXXXXXXXXX has a large potentialmarket. Many customers are buying them for resale on ****** or in their retailstores because of its high profit margin. We h**e a large stock of XXXXXXXX.Please click the following link to check them out XXXXXXXXXX. If you order morethan 10 pieces in one order, you can enjoy a wholesale price of XXX. Thanks.




13、货物在海关




Hello, xxx,




We h**e checked the tracking information and found your package has now arrivedat your country’s customs agency.




Please let us know as soon as your order arrives at your delivery address.




If your package experiences any delays at customs, please contact them toresolve any problems.




Thanks!




14、货物已经处于签收状态，提醒买家进行确认收货并且给予好评




Hello, xxx,




The tracking information shows that you h**e received your order! Please makesure your items h**e arrived in good condition and then confirm satisfactorydelivery.




If you are satisfied with your purchase and our service, we will greatlyappreciate it if you give us a five-star feedback and le**e positive commentson your experience with us!




If you h**e any questions or problems, please contact us directly forassistance, rather than submitting a refund request. We aim to solve allproblems as quickly as possible!




Thanks!




好的沟通能减少很多与买家之间不必要的纠纷， 我们需要很好的利用我们的沟通方式，结合我们客观的优质产品和服务，大力提升交易量以及买家的回头率。以上模板仅供参考，请结合具体订单和情况进行修改使用。