速賣通訂單留言處理原則、方法及回復模板

速賣通客服基本工作第一留言，第二站內信，第三糾紛處理。如何做到高效的回復客戶，以及在處理過程當中應該重點注意哪些?

做速賣通的賣家一定要有兩個表格，這個會大大提高你的工作效率。第一個表格《站內信留言處理模板》，第二個表格《特殊訂單備注》

一：訂單留言處理的基本原則

1：批發訂單優先處理。比如批發客戶下了一個訂單，但是未付款的情況，需要你整理一套模板針對性的發過去。

2：快遞訂單優先處理。點開今日訂單，看到有選擇快遞的如DHL ,UPS, Fedex等，既然選擇了更快的物流方式，賣家需要提供更好的售后服務。

3：備注訂單單獨處理。經常有看到備注需要改地址，改人名，需要提供商業發票等，可以在單獨的時間里處理一些不緊急的問題訂單。

二：訂單留言分類及具體方法

2.1資金審核未通過訂單

思路：可能買家第一次或者新買家在AE購物，資金審核不過

Dear Valued Customer

Really sorry for that , Just because you are the first time or a new buyer in Aliexpress , so they need check your account very carefully , Anyway donot worry that , They will refund you the money to your account ASAP .

We suggest you can place an new order , it will be ok , try to test it , If you have any problem , try to leave me message , Best wish.

2.2一下單催快點發貨

思路：產品發貨前質檢，突出對品質的管控，客戶也會很理解

Dear Valued Customer

Thanks for your order ,In fact we have received your money , Usually my company QC need test it carefully before we shipping , Because we need guarantee better quality and well package for you.

Totally we need arrange your package within 2 days , Never worry that , Once we shipped , we need update the tracking number for you , and give you the racking website , so you can know your package where it is going on .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

2.3一填單號催物流信息

思路：說明貨物已經發出，但是倉庫操作需要一點實際處理包裹

Dear Valued Customer

Thanks for your trust , in fact we have shipped the package to Aliexpress Warehouse , Never worry that , We ship it to you by Aliexpress Standard Shipping.

But they need a little time to deal with the package , and will update the tracking information soon , Try to wait for little time , If you have any problem , try to leave me message , Best wish.

2.4按照物流軌跡分析

離開中國前

無物流信息 (對接物流查看是否有收貨記錄)

如果缺貨需要等2周

思路：缺貨第一說明到貨時間，第二說明更好的售后服務

Dear Valued Customer

Really sorry for the inconvenience , Just because this model you buy is out of stock , But donot worry that , New stock will arrive about 2 weeks , Hope you can be a little patient , Once we have in stock , we need arrange your order package immediately .

And i just apply the VIP price for you from my company , Next time we can give you $ 2 discount if buy in my store , Wait your kindly reply ,Best wish.

如果未發問客戶意見

思路：漏發情況第一說對不起，第二征詢客戶意見是否補發或者退款

Dear Valued Customer

Really sorry for the inconvenience , I just check it carefully for your order , my warehouse make a mistake , and they forget to give my shipping company .in fact the package already packed well .

We will send you package priority today is ok ? and i just apply the VIP price for you from my company , Next time we can give you $ 2 discount if buy in my store , Wait your kindly reply , Best wish.

有物流信息

停止1~2周沒更新(大促期間)

思路：第一說明原因，第二解決客戶情緒

Dear Valued Customer

Thanks for your understanding , In fact we have send it to my Post Office already , i will send their message ,Let they arrange it fast for you , Also i need tell you nowadays Aliexpress 11.11th Global Shopping Festival just gone , so too many packages wait to be shipped , It is a little delay , Hope you can be a little patient.

Any question , Try to leave me message here , we will reply you ASAP.

停止2~3或者更久周沒更新(物流查詢)

思路：第一緩解客戶情緒，第二說明你已經跟物流對接查詢了

Dear Valued Customer

Really sorry for the inconvenience , In fact we have already shipped it to Aliexpress Warehouse, Also you can track it on the internet , it shows Shipment information received.

Anyway we have let my logistics company to check it for you , if have any updated , we will leave you message ASAP.

海關扣關

賣家角度原因 (無法出具進口國所需文件; 產品屬于假貨 仿牌 違禁品 ;申報價值與實際價值不符)

思路：第一表明態度積極配合買家清關，第二售后服務

舉例(因賣家低申報，沒有與買家溝通，買家需支付關稅)

Dear Valued Customer

Really sorry for that , We have applied the best service from my company .

First you can get it from your custom , and send me the picture of the custom file , we need know how much you pay for your custom , so we can give you part compensation .

Second We can give you $**discount in my store if you buy next time , Because you are already my VIP customer , we need do more business with you in future . wait your kindly reply .

買家角度原因 (無法出具進口國所需文件;進口國限制該貨物;不愿意清關，關稅過高)

思路：第一說明你所有操作是按照買家回答進行的，第二售后服務

舉例(提前協商好了的，但因買家原因需支付關稅)

Dear Valued Customer

Really sorry for that , In fact we have confirmed it very carefully with you before we shipping . It is your country custom local policy that let you pay the tariff , So we hope you can try you best to clear the customs , and get your parcel fast .

But we just talked with my boss , Next time we need give you more discount if you buy in my store , Thanks

到達目的國

到達當地國家未更新

思路：第一延遲收貨時間，第二給客戶一個可行的承諾

舉例(特別南美巴西等海關更新超慢)

Dear Valued Customer

Sorry for the inconvenience, We just help you track the parcel , In fact the package already arrived at your country at the date *** .

And i also have extended the delivery date by *** days for you , So never worry that the protection time is running out , If you still not receive it within ***days , Try to leave me message here , we will help you solve it . Best wish.

1~2周未更新

思路：第一延遲收貨時間，第二客戶跟當地郵局查詢

舉例(特別南美巴西等海關更新超慢)

Dear Valued Customer

Sorry for the inconvenience, We just help you track the parcel , In fact the package already arrived at your country at the date *** .

And i also have extended the delivery date by *** days for you , So never worry that the protection time is running out , We hope you can try to give a call to your local post office , Let they help you track it Whether it arrived ,Also China post is really a little slow , hope you understand this situation .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

1~2個月未更新

思路：延遲收貨時間，第二：給一個可行的承諾，安慰客戶

舉例(特別大促期間)

Dear Valued Customer

Sorry for the inconvenience, We just help you track the parcel , In fact the package already arrived at your country at the date *** .

And i also have extended the delivery date by *** days for you , So never worry that the protection time is running out , We hope you can try to give a call to your local post office , Let they help you track it Whether it arrived , Also China post is really a little slow , hope you understand this situation .

If you still not receive it within ** days , we can apply the refund from my company for you , donot worry that , we are the honest seller , so hope you canbe a little patient , Just becaus nowadays the Aliexpress Shopping festival ,so many parcels to be shipped , Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

顯示退回

思路：第一客戶再次跟郵局確認，第二確實退回，可以給客戶先安排退款

舉例(顯示退回，小包通常在當地呆1個月左右)

Dear Valued Customer

Sorry for the inconvenience, We just help you track the parcel , In fact the package already arrived at your country already.

And i also have extended the delivery date by *** days for you , So never worry that the protection time is running out , We hope you can try to give a call to your local post office , Although it shows package returned to seller , Usually it will stay at your country near 1 month , so try to contact with your post office first , if not stay at your country , we will refund you the money first .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

物流顯示成功，客戶說未收到

思路：第一客戶跟郵局確認，第二有問題客戶隨時聯系

Dear Valued Customer

Sorry for the inconvenience, In fact we track the parcel , It shows delivered successfully . But as you say still not get it , We hope you can contact with your local post office first .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

妥投不成功

思路：提供三張截圖，證明地址全部是一致

舉例(截圖下單地址+ERP發貨地址+物流發貨證明即可)

Dear Valued Customer

Sorry for the inconvenience, In fact we track the parcel , It shows delivered successfully . But as you say still not get it , We hope you can contact with your local post office first .

We can send you all the proof to show that we send the package according to your order address in my store, And we can give you the evidence of my logistics company .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

關于留言問題分類以及方法，你要學會針對不同問題要有自己的一個基本思路，這個才是最重要的，可以總結幾個非常重要的小經驗。

第一：爭取所有的回復模板盡量做到極致，當然這個后期要不斷優化，開頭一定要很有禮貌稱呼：Dear Valued Customer 或者Dear***(直接名字);

第二：詢問訂單發貨或者物流相關情況，第一句一定要感謝客戶的訂單，Thanks for your order .

第三：留言關于物流出問題，像海關扣關等，第一句一定要說對不起，Sorry for the inconvenience或者Really sorry for that .

第四：物流很久未更新情況，為避免客戶開戶開糾紛，一定要盡可能先延遲收貨長時間。

第五：只要出現問題，自己道歉后，再安撫客戶的情緒，常用以下次購買折扣或者送禮物。

第六：最后一句一定是強調只要客戶有任何問題，隨時聯系，讓客戶感覺你一直在幫組他解決問題。

第七：在處理每一個留言，一定要想著是不是可以做模板，下次你還可以用的著。

其他的具體沒有講到的問題，只要你學會了上面的幾點，相信你可以搞定客戶的任何問題，上面的一些回復模板僅供參考，重要的是你要整理一套屬于你自己的留言模板。

以上內容屬作者個人觀點，不代表雨果網立場！如有侵權，請聯系我們。