速卖通：巧用客服模板之让纠纷飞

投诉前提

常规时间、包裹状态正常——投诉未到货

客服模板

Dear friend:

Per the checking ,the parcel status that you mention is normal:

Status:(查询结果粘贴)

You may refer to the following for the details：

（查询网址）

We are also expecting that the parcel would deliver to you early. However, shipping to your country needs about7-30business days, you may get the parcel about20days later ,hope you cancel the dispute to keep waiting. We appreciate your patience.

Best Regards

xx

回复简译

根据查询包裹状态没问题，一般情况需要xx天到，预计还要xx天到。请取消纠纷。谢谢

投诉前提

由于旺季、气候、战争等原因造成包裹延误的投诉

客服模板

Dear buyer,

Thanks for your order with us ,but we are sorry to tell you that due to peak season(旺季)/bad weather(恶劣气候)these days ,the shipping time to your country was delayed.

We will keep tracking the shipping status and keep you posted of any update.

Sorry for the inconvenience caused ,we will give you5% off to your next order for your great understanding.

Thanks！

Best Regards

xxx

回复简译

抱歉因为特定情况包裹延误，我们将根据单号并告知您。您的下次订单将享受5%折扣，谢谢您的理解。

投诉前提

由于国内节假日造成延迟

客服模板

Dear buyer,

Thanks for your purchasing in our shop. However ,in celebration of China Spring festivals (春节) ，all shipping services suspend temporarily during the period ,so your parcel delayed.

We apologize for the inconvenience caused and appreciate your kind understanding

Thanks！

Best Regards

xx

回复简译

抱歉由于国内春节原因造成你的包裹延误。我向您道歉并请求您的原谅。

投诉前提

客户不清关造成的纠纷

客服模板

Dear buyer,

Thanks for your purchasing in our shop and we are sorry to tell you that parcel was kept at the (国家)Russiancustom.

Status：（查询结果）

According to the rule of Ali ,buyer have the duty to clear the custom and get the parcel .We also hope you can clear the custom as soon as possible and get the favor.

Anything we can help please feel free to contact us .

Thanks！

Best Regards

xx

回复简译

我们查到您包裹被卡在海关，根据速卖通的规则，买家是有义务清关的，请您尽快清关并拿到您的产品。有任何可协助您的请联系我们。

投诉前提

由于各种原因，买家拿到质量差的产品（有图），于是起纠纷

客服模板

（协商赔款）

Hi Dear,

The photos were received with thanks .Sorry that we failed to check out the problem and we would pay more attention on this part.

Anyway ,we will refund you $3 for compensating or may you just accept this time and we would like to provide bigger discount for your next order?

So sorry about the trouble .Please feel free to let us have your comment

Thanks!

Best Regards

xx

回复简译

抱歉，产品有质量问题，我们将加大注意。我们希望通过提供3美金或下次给您大的折扣作为补偿。抱歉给您造成麻烦，请您让我们知道您的想法。

投诉前提

由于各种原因，买家拿到严重质量差的产品（有图），于是起纠纷退货

站内信、

留言

Dear friend:

We are sorry for the quality problems and would pay more attention on product quality check in the future.

We will accept your requirement and please kindly return the goods to the following address:

Xxxxxxxxxxxx

However, some friends will accept the second plan that we send you a new one with 90% discount and you cancel the dispute without pay for the highly returning shipping fee. Hope you consider it .Thank you!

Best Regards

xx

回复简译

对于质量问题的产品真抱歉。我们接受您退货要求，同时向您推荐一个新方案：以1折价格卖您相同的产品，如此您也不需要付高额回程运费。希望考虑。

投诉前提

买家不喜欢产品，于是起纠纷退货

站内信、

留言

Dear friend:

Sorry that the goods can not satisfy you .It’s for sure that you can send it back for refund or exchange, please kindly return the goods to the following address:

Xxxxxxxxxxxx

Kindly make sure all returns including all original products, packages, accessories in a re-saleable condition.

Please be aware postage cost for both return and re-sending will be charge on your side .Once we receive the goods ,we will arrange refund/exchange for you.!

Thank you!

Best Regards

xx

回复简译

很抱歉产品不合您心意。您可以享受退换货的，请寄回xx。当然，请保证寄回物品及配件、包装完好。同时退换运费及换货运费由您承担。谢谢