跨境电商一线客服邮件模版（中英文对照）
跨境电商一线客服邮件模板（中英文对照）
1. 客人下订单时没有留电话号码: 发货必须要有电话号码
Dear Sir/Madam,
Thank you for your order. Could you plea tell us your telephone number which is very
important for us to ship your items out, plea kindly advi us this, many thanks.
天下大治We await your early reply.
Best Regards
Customer Service
2. 断货：客人下了订单，可是他下的那双鞋子正好没有货，我们会写信看他是不是愿意换一双，客服人员必须及时联系客人。有下面几种常见情况：
a)客人只下了一双且没货
b)客人的订单一共有N双鞋子，其中一双没货，问他要重新换一双，还是取消这一双发有商机需求
货的那几双，取消的那双可以退款给他。
c) 一般情况下客人换款，价格没有超过很多的话我们都可以接受。有的客人换的款比原来
的便宜一点点，要求退款给他，可以问一下客人是不是可以发一双nike的袜子给他抵了差价，如果客人坚决不同意的话也可以退款
敬献a) Dear Sir/Madam,
韩红个人资料简介Thank you for your order. Here we are writing to inform you the trainers you ordered are not available and will be out of stock in the near future, so could you plea choo another one to replace? If you agree to change plea kindly advi us the link in our website and then we will prepare the for you, thank you in advance.
Your earliest reply will be highly appreciated.
Kind Regards
Customer Service
b)Dear Sir/ Madam,
In reply to your email, we regret to inform you that item you required ******is out of stock and will not in stock in the near future as we are not sure of the specific date for this item to be in stock. Since in this ca, we would like to know whether you can choo other kinds of item
instead or only dispatch the in stock item which you ordered first. Plea kindly advi, thanks.
If you agree to change another item, plea nd us the link where the item in our site. Besides, we will refund the payment if there is not other style of shoes you like to change.
We are looking forward to your early reply, thank you!
Best Regards
Customer Service
c)
3. 发货通知：发货之后，需要写信给客人，告知运单号和查询包裹信息的网站。（运单号请查看ERP）
Dear Sir/Madam,
Thank you for your order. Here we inform you that your parcel has been shipped out and here is the traking number:运单号. You can visit below website to check your parcel status: . It needs
敏捷性
7-10 days to deliver to your place, if need any help, plea kindly contact us, thanks.
Kind Regards
Customer Service
4. 关于发货时间：
有的客人下单之前或者下单之后来问，“我大概多久能收到货”。一般情况下我们是在收到货款后的两三天之内备货，发货以后会给客人一个运单号和一个查询网址，客人可以上网站查询，正常情况下7-10个工作日左右包裹就能寄到目的地。
Dear Sir/Madam,
Thank you for your enquiry.As our practice, we need 2-3 days to prepare your order after receiving your payment, and then it will take 7-10 days to deliver to your place, so plea kindly wait with your patience.
If any question, plea feel free to contact us.
Best Regards
Customer Service
5. 关于鞋码：
a)客人想买一双38码的男鞋，但是男鞋最小的码数是41.我想大声告诉你
感谢医生的话b)客人想买一双40码的女鞋，但是女鞋最大码是39. （大部分女鞋最大码是40，但是有几个系列是最大39）
Dear Sir or Madam,
From your email, we learned that you want to buy a men’s shoe with size 38. /a
women’s shoe with size 40. We regret to inform you that this style shoe’s minimum size is 41/ this style shoe’s maximum size is 39 as different brand styl e shoes have different shoes size standards. Sorry we are not able to provide you with the shoes size. If you want to change the shoes size or buy other style of shoes, plea feel convenient to contact us. Thank you!
Best wishes
Customer Service
6..询问鞋子从哪发出，是否正品，是否要付关税：
Dear Sir/Madam,
Thank you for your enquiry.First we’d like to say that our trainers are all original, and we just get them from the factory directly, that is why we enjoy cheaper price than others, so plea rest assured that our trainers enjoy good quality. As to the customs tax, we want to inform you all that plea trust us that we will do everything what we can to avoid the extra money you may pay, so do not worry about this. Besides, we nd our product from HongKong China.
Best Regards
梅西全名Customer rvice
5.包裹未妥投的让客人自己联系：
包裹被邮局签收，请客人联系邮局取包裹。有的客人无理取闹不去取的，说是包裹应该寄
到他家。跟他说：一般情况下是由于客人不在家或者他留给我们的地址有问题才会导致包裹被邮局签收，邮局签收半个月以后会因为无人领取被退回。如果由于这种原因被退回的话我们不负责
Dear Sir/Madam,
After our check, we find your parcel has been arrived in your place but they deliver unsucessfully , as in this ca, could you plea contact your local post office in your city by yourlf and get your parcel?If not,it will be returned to nder. Any news about this, plea kindly advi us, thank you in advance.
Kind Regards
Customer Service
6.关于询问EMS信息：客人下单之后一般会不定时地询问他的订单情况
Dear Sir/Madam,
After our check, we find your parcel shipped out on“日期”, and after about 5 working days, it will arrive at your place, so plea wait with your patience. And we also will contact the shipping company to follow up your parcel, but there are many uncontrol factors during the transhipment, so we can not make sure that you will get your parcel on this day, plea understand us.
