外贸从付款到发货阶段，如何完成英语的完美沟通

时间：2017-11-14 16:45:25  作者：suki

付款阶段

1.买家未付款时，催单的技巧(Awaiting Payment)

Dear valued Customer,

Thank you for your order, We have this item in stock, if you have any query for processing the payment of the order, please feel free to contact us.Thank you!

2.款项正在审核阶段(Pending payment verification)

Dear Valued Customer,

Thank you for your order. Your payment is currently being processed and will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issues, please feel free contact us.

订单付完款后，发货前

1.买家下完单，但是缺货断货，可推荐其他产品或者同意退款,询问买家意见

Dear Valued Customer,

Thank you for your order. The item(s) you ordered is currently out of stock, however, you can select an item(s) of equal value to your order, or request a refund. Please let us know which you prefer.

We look forwarding to hearing from you soon.

2.买家所在的国家地址较偏远不能包邮，建议买家补运费

Dear Valued Customer,

Thank you for your order. We are sorry that we cannot ship your item(s) via the free shipping method as the address you have provided is located in a remote area. In order for us to ship your item(s) to you as soon as possible, you will need to pay an extra $(付款金额), or you can request a full refund.

We are sorry for any inconvenience this may have caused. Please let us know which you prefer.

3.买家选择的是DHL发货，但是卖家只能用小包发货，询问买家是否接受

Dear Valued Customer,

Thank you for your order. We are sorry that we cannot ship your item(s)via DHL at this point. We can only ship your item(s) via E-packet which usually takes 10-15 business days for delivery. Please let us know as soon as possible if we should proceed with the E-packet shipping method.

We look forward to hearing from you soon.

4.卖家不能正常发货（例如春节长假），请买家同意延长备货期

Dear Valued Customer,

Thank you for your order. Please note that there will be shipping delays due to the national holidays and your order might not arrive at the expected time frame. We plan to extend the lead time, would you please accept it?

Thank you for your understanding and patience.

发货后

1.卖家发货了，告知买家发货方式和查询网址

Dear customer,

Regarding your order number: xxx, we have shipped your item(s) via (DHL, EMS, E-packet) and the tracking number is xxx. Please check the tracking information here: http://www.yingxiaoli.com for updates.

Please note, it will take 2-5 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us.

2.货物被物流公司丢失，询问买家是否同意重新发货

Dear Customer,

Your item(s) have been shipped on 10 January,2015, however, the shipping carrier has lost the package. At this point we would like to offer you two options, we can either resend you items or provide you with a full refund. Please let know which you prefer. We are sorry for any inconvenience this may have caused.

3.货物正常在途，请买家等待

Dear Customer,

Regarding your order number: xxx, we have sent out your item(s) via (DHL, EMS, E-packet), and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com.Your package is on route and will take between 5-25 days to be delivered.

4.货物到达买家海关，请买家去清关（确认买家需要交关税的情况）

Dear Customer,

Your order number: xxx, has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note that there might be VAT (value added tax) that you might have to pay.

If you have any questions, please feel free to contact us directly and we will be glad to assist you.

5.货物妥投，但是妥投的具体地址和签收人不一致,请买家再次核实

Dear Valued Customer,

Your package was delivered to the address that you have provided, here is the shipping receipt (附上发货底单给买家). Please check with your local post office, or any family member or neighbor who might have signed for your package.

If you have not yet received your package, please feel free to contact us directly.

6.官网查询买家已签收包裹，提醒买家确认收货并留好评

Dear Valued customer,

We have tracked your order (order No: xxx), and it was delivered to the shipping address that have you provided. Please make sure you have received your item(s) in perfect condition, and then please proceed to complete this order. If you are satisfied with your purchase and our service, we will be grateful if you can provide us with a positive feedback.

If you have any questions, please feel free to contact us.

买家开启纠纷（普通／平台）

1.买家投诉货物与描述不符，询问具体原因和请买家提供证据

Dear Valued Customer,

We have received your dispute messages, what’s wrong with the items which you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or video and send it to us so that we may be able to resolve it as soon as possible. Thank you for your time.

2.买家投诉收到部分货物，询问具体收到的数量，考虑补发

Dear Customer,

If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send it to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your solution. Thank you for your time.

3.买家将纠纷升级到平台,继续跟买家沟通

Dear Customer,

We have received your escalated dispute message. Please provide us with the specific problem that you are having in order for us to help you resolve this case as soon as possible. Or you may tell us your solution.

We look forward to hearing from you soon. 

4.纠纷升级到平台，等待平台纠纷专员裁决期间，仍争取跟买家沟通

Dear Customer,

Regarding your order (no: XXXXX), we are aware that you have escalated the case to DHgate. We would be grateful if you could give us a chance to help you resolve this matter personally.

Could you please propose a solution to the current problem you are having?

We look forward to hearing from you soon.

5.如果买家收到的货确实货不对版或者质量问题，也提供了证据给您，询问买家的方案

Dear Customer,

Thank you for the evidence you have provided. We would like to offer you some options as below that will help resolve this case as soon as possible.

(a) You can keep the items and we will be happy to offer you a partial refund XX $ USD(具体金额可视具体的情况).

(b) You can return all the items to us, and we can then provide you with a replacement of your items or a full refund.

Please let us know which option you would prefer.