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1、编辑：Dylan青岛电商汇关注公众号：青岛电商汇，获取跨境电商纯干货跨境电商客服回复模版作者不详，VIA伟大的互联网速卖通客服模版目 录留言模板3模板一（收到订单后留言）：3模板二(发货后留言)：3模板三(客户30天后仍然没有收到包裹的留言）：4模板四（货物到达海关后，提醒货运相关进展）：4模板五（货物达到邮局）：5模板六（评价时的模板）：5给客户评价时的模板：5好评客户留言模板：5中评客户留言模板：6差评客户留言模板：6客户未评价：6模板七（发错货物，漏发货及时提醒客户）：7模板八（推荐订阅店铺）：7给新买家推荐：7给老买家推荐：7模板九 （论坛推广模块）：（速卖通教程链接地址）8模板十（节
2、假日祝福）：8模板十一（对老客户推销模板）：8模板十二(客户抱怨全部是免运费，没有按指定的运输方式来发）：9模板十三（客户拍买了但是未付款）：9模板十四（说服国际站客户到速卖通购买的第一封邮件）：9模板十五（客户拍了但是没有付款）：10模板十六（客户留言过失没有及时回，香港小包无路径查不到）11模板十七（客户对材质误会并且提起纠纷并且没有及时回复）12(投诉）：13投诉中国邮政小包还没有收到货13投诉发货数量少15客户投诉标明快递免运费结果不是免运费的(参考订单）15其它模板：161、当买家光顾你店铺, 询问产品信息时：162、鼓励买家提高定单金额和定单数量, 提醒买家尽快确认定单163、交易
3、进行中，通知买家去参看物流情况164、当完成交易，您表示感谢，并希望他下次能够再次回头时，可参考：175、推广新产品,给买家推荐自己热销的产品。176、货物断货，177、大量订购询问价格188、海关问题，19催促下单，库存不多20回应买家砍价21断货 (out of stock)21因为周末导致回复不够及时,先表示歉意22关于支付22选择escrow，提醒折扣快结束了22合并支付及修改价格的操作23提醒买家尽快付款模板23订单超重导致无法使用小包免邮的回复25海关税 (customs tax) Dear X,26因为物流风险，卖家无法向买家国家发货26已发货并告知买家27物流遇到问题27如果买
4、家希望提供样品，而贵公司不支持样品时，28模板五：29客户投诉没有收到货的模板：、29客户投诉款式发错的模板：30客户投诉销售情况不好的模板：31客户抱怨发货太慢的模板：32留言模板模板一（收到订单后留言）： Hi, *, thank you very much for your order, we will send you the goods within 1-3 days by China Post Mail (*), if any question, dont hesitate to ask me, hope we will have a good start cooperation.
5、 Thank you.模板二(发货后留言)：Hello, *(客户名称）, it is a pleasure to tell that the postman just picked up your item from our warehouse, it is by *(物流方式）about * working days to arrive. The tracking number is *, tracking web:*, you can view its updated shipment on the web, which will be shown in 1-3 business day
6、s. Also our after sales service will keep tracking it and send message to you when there is any delay in shipping. We warmly welcome your feedback.模板三(客户30天后仍然没有收到包裹的留言）：Hello *, this is *, I am sending this message to update the status of your order. The information shows the parcel didnt arrive yo
7、ur country, Apologize that the shipping is slower much than usual. Hope it is not a big trouble for you. Just now we extended the taking delivery time for you, thank you very much. Best Wishes.模板四（货物到达海关后，提醒货运相关进展）：Hello Sir/Madam This is *. I am sending this message to update the status of your ord
8、er. The information shows it was handed to customs on Jan. 19. Tracking number：*. You can check it from web: *. You may get it in the near future. Apologize that the shipping is a little slower than usual. Hope it is not a big trouble for you. Best Wishes. 模板五（货物达到邮局）：Hello Sir/Madam This is *. I am
9、 sending this message to update the status of your order. The information shows it is still transferred by Sydney post office. Tracking number：*. Please check the web *. You will get it soon, if your country Post delay it, please try to contact and urgent them, maybe you can get it earlier. Please n
10、ote that package delivery. Hope you love the product when get my products. If so please give me a positive feedback. The feedback is important to me. Thank you very much.Best Wishes! 模板六（评价时的模板）：给客户评价时的模板： Dear buyer, thank you very much for your order, I hope we will have a long-time cooperation, d
11、ont hesitate to contact with us if theres anything what I can help you, best regards.好评客户留言模板： Hello, *, I am so pleased and grateful that you gave us a good feedback /you are satisfied with our products and service, I hope I can apply to give you a good discount or send a gift to you when you order
12、 next time. Thank you very much. Best regards中评客户留言模板： 道歉：Hello, *, I feel so sorry for all your inconvenience/ the quality question/ that you are not satisfied with *. 解释原因： 提出解决办法：In order to showing my apologies, we hope we can give you a good discount or send you a gift when you order next time.
13、 And thank you so much for your suggestion, hope we will have a long-time cooperation. Dont hesitate to contact with us if theres anything what I can help you, best regards.差评客户留言模板： 在中评的基础上增加：I am looking forward to your reply whether or not you agree we fix this thing. If agree, honestly hope you
14、can revise the bad valuation. If you dont agree, could you give us a better suggestion? We hope we can fix this thing reasonably and positively. Let us apologize to you again for all your inconvenience. Thank you very much, best regards.客户未评价：Dear *，I just got the good news that you have confirm rec
15、eipt the parcel, I hope you are satisfied with our products. We would appreciate it, if you can give us a positive feedback, the feedback is very important to us.I hope we will have a long-time cooperation, dont hesitate to contact with us if theres anything what I can help you .Thank you very much.
16、 Best regards. *模板七（发错货物，漏发货及时提醒客户）：Hello *, it is a pity to tell you a thing that our delivery member forgot to send the gauze bag to you, could I send you again or we give you $* discount to you when you order next time? So sorry for all your inconvenience. Thank you very much, best regards.模板八（推荐
17、订阅店铺）：给新买家推荐： Dear*，Thanks you for showing interest in my products. In order to offer a better service and keep you updated with the latest promotions and products, please subscribe to my store. Any problem of subscribing, please refer to 原意：亲爱的*买家名称*：很高兴您关注我的产品，为了方便后续给您提供更好的服务，建议您可以订阅我的店铺，可以及时了解我的店
18、铺和产品的最新动态。如果您在操作时遇到问题时，请参看给老买家推荐： Dear *，Welcome to subscribe to my store. By a few clicks you can enjoy our VIP service such as the latest updates from new arrivals to bestselling products on a weekly basis etc. Any problem of subscribing, please refer to 原意：亲爱的*买家名称*：欢迎您订阅我的店铺，这样您每周可以收到最新、最热销的产品信息
19、，仅需要您简单操作，就可以享受给您的VIP服务。如果您在操 作时遇到问题时,请参看 模板九 （论坛推广模块）：（速卖通教程链接地址）1. 2. 3. 模板十（节假日祝福）：模板十一（对老客户推销模板）：Hello *, thank you very much for your order in our store, do you sell by online store or Real store. Could you send the website for my reference if you have an online store, you can tell me which pro
20、duct you selling mainly if you have a real store. We are a professional jewelry factory, I hope we can get the seller Dom news and your suggestion for the products. And maybe we can supply the product you are selling and be sure to give you best price than other suppliers for the same quality produc
21、ts. I hope we will have a long-time cooperation and help you have a better sale. Thank you very much, best regards.模板十二(客户抱怨全部是免运费，没有按指定的运输方式来发）：dear *, thank you very much for your message, I am so sorry that you didnt check our product description carefully, please check it again, because many cou
22、ntries cant select the China Post free shipping, so we set all are free shipping, and you will discover many stores are do so in Aliexpress, and aliexpress have a course to tell us how to set all free shipping. Even so, dear Carlos, dont worry, we are an original factory, our price must be best for
23、this product, and you must have no any lose. And I hope you will have a good sale and we will have a long-time cooperation.模板十三（客户拍买了但是未付款）：Hi, Dear*, I found you bought our products, but you didnt pay the money, if you feel the shipping cost is too high? Or you dont know how to pay? Could you tell
24、me the reason, so that we can discuss to solve the question for you?模板十四（说服国际站客户到速卖通购买的第一封邮件）：Hi, Dear *, I am very pleased to receive your inquiry, snake necklace is one of our main products in our factory and we produce it many years with a good quality and service.Because so many detailers buy th
25、is products now and the quantity usual just have 100-500pcs, in order to save our clients time, we suggest you can buy our store directly, our store website address: snake necklace link is: You can see all the details such as the pictures, color palette, product description, all kinds of shipping co
26、st etc. And you can pay by western union, bank, and credit card online, if you have no these, you can contact with us by PayPal.Please check it carefully, if you have any question for the price, operational approach, etc., dont hesitate to ask me, I will give you a satisfied answer and how to buy on
27、line.And I need tell you a good news, when your order is more than $300, we will reduce all the shipping cost in our store and send the goods to you by express such as DHL, UPS, EMS, FedEx etc. Aliexpress Company belong to Alibaba Company, too and it is fit well for the small order to buy online. Ho
28、pe we will have a start cooperation in it and have a long-time cooperation.We hope you can give us some suggestion for our store for the picture, price, shipping, variety, MOQ etc. we will adjust all according to our clients view. I am looking forward to your reply/order, thank you very much. 模板十五（客
29、户拍了但是没有付款）：OH, My God.You didnt pay for the product incredibly. This is beyond my imagination. The products are so perfect, however they are still not make you satisfied. It seems that my service and product are not good enough, which let you wasted so much time in my shop and lose your confidence o
30、n me. Im very sorry. Wish you have a happy life.模板十六（客户留言过失没有及时回，香港小包无路径查不到）Dear Giyani,So sorry for the delay reply，too many message after CNY, so I missed to reply your message, really I feel so sorry.I have checked the message and our delivery record, all of the information shows that we have shi
31、pped the parcel via Hong Kong post without tracking number, so it is untracked. But the rule of Aliexpress specified that we must write a tracking number, if not, we cant send the goods online, therefore, my colleague wrote a tracking number of china Post mail. Im so sorry for all of the trouble we
32、brought to you.I think I should tell you that there are so many parcel for Hong Kong post and the post is so slower than usual by the end of the year hope you can cancel the dispute and wait for more days in patience believe the parcel will arrive in the near future, please believe that we wont make
33、 our clients bear any lose. If the parcel is returned or lost, we will refund you without any reason, please dont worry about that. If now we refund the money to you, when you get the parcel, you need pay the money to us or return back the parcel to us, I think that is trouble for you or me. Apologi
34、ze again for all of the trouble brought to you. Really so sorry because of the delay reply and not enough service. I hope you can give us a chance to give you a discount or a simple gift when you next order. Thank you very much.Jack模板十七（客户对材质误会并且提起纠纷并且没有及时回复）Dear MaryI feel so sorry for the delay re
35、ply because we cant see the message of dispute center in time if we didnt go to dispute center, so I missed to reply your message, really I feel so sorry.I have checked the material of the earrings, and I confirmed with our ware hours stock, the material is crystal think you should confirm it again.
36、 And please send the goods pictures to our email (luluohua) to confirm.On the other hand, we are honest seller and hope establish long-time cooperation with any kind customer, we cannot make our clients bear any lose hope you can understand and I am looking forward your next order. Thank you.Jack(投诉
37、）：投诉中国邮政小包还没有收到货 Dear *, I am s*, I feel so sorry to bother you and all your inconvenience. We have followed the package tracking number all the time. now, the China Post mail always cant arrive to our clients hand because of so many parcel for China Post, although most are about 18-43 days, but it
38、still have many package just cant arrive more than 45-60 days or more, and sometimes some package return back to China (less 2%), we ask the China Post mail that didnt know the exact reason they only can check the package status. Maybe the customs clearance is a reason, your country post delaying is
39、 a reason, and China Post delaying is a reason. I think the Post mail service is worse much than the express. But it is very cheap when the weight is less than 2KG, We always feel so helpless for the China Post, so our product decryption have Risk Tips for the Post Shipping way, we must deal with th
40、e delay positively, dont worry, we will still follow the tracking of you package. If the package return back by the Postal service, when we get the package we will return back the money to you unconditionally. Please try to contact with your country Post and urgent them, our experience shows that ca
41、n let the package to your hand earlier, it have no any other way. Dear *, because you give us a dispute, that had let us have a dispute rate and give us a very bad affection. If you can cancel this dispute within 4 hours that will have an arbitrament rate that will give us more bad affection. Hope y
42、ou can comprehend our work, and I hope you will have a good sale for our products, and we will have a long-time cooperation. Please believe the Aliexpress company and believe our company, you wont bear any lose if you cancel this dispute, thank you very much.（如果客户发起了一个纠纷） When you get the goods, ple
43、ase confirm it online, thank you very much, hope you will be satisfied with our goods and you will have a good sale, and we will have a long-time cooperation, thank you very much. (如果已经到达客户国家） Dear*, if your goods is urgent, I suggest you should select the express shipping way, when your order is mo
44、re than $300, we will send the goods to you by express free shipping.if you are a mature buyer in aliexpress , you will discover, when your order is more than $300 in a store, usually you can get a good price (some store can be free shipping less than $300, but the unit price is higher much), and it
45、 can save much shipping cost with a fast and safety shipping way. Please confirm it, thank you very much.（向客户进行推销） If you still cant get the goods after 60 days, we or the aliexpress must refund all the money to you. (向所有这类型的投诉客户进行此承诺） 投诉发货数量少 hi,*,I am so sorry about our careless, I need confirm th
46、e weight of parcel to check the less quantity with our shipment staff who just start to work after some days, because only less a pcs, I apply to our manager, I think, could we can fix this thing as following:1. Could I offset the 1pcs money when you next order, and we give you a good discount or send a simple gift to you? 2. If you much refund now, could you give me your Pa
