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速卖通售前售后(1)


售前售后的基本问题处理 ——简斯

买家下单演示

1、搜索你想要的产品

2、点击查看产品详情

3、填写数量 选择物流方式下单

4、填写地址信息 确认订单

5、选择付款方式

6、付款成功

7、等待卖家发货

8、确认收货

9、评价订单入口

10、评价订单

11、交易完成

目录
1、客户常见问题及解答模板

2、订单管理
3、纠纷处理 4、售后 5、侵权和维权案例

客户常见问题
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1、询问产品详细信息 2、付款遇到问题以及确认库存

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3、是否有优惠
4、物流问题

客户常见问题解答模板
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1、询问产品详细信息 针对买家的问题把我们产品的优势展示给买家

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推荐店铺里面类似产品给买家
告诉买家我们的优惠政策 可以提供真实的产品图片给买家

客户常见问题解答模板
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2、付款遇到问题以及确认库存 Sample: Hi friend, Thank you so much for your order in our store! The product you need is in stock and many cilents like it! Is there any problem with payment? Here is the introduction about payment http://www.aliexpress.com/help/home.html#center Sincerely hope we can have the chance to do business and be friends! Any question just contact me. Best Wishes xxx

客户常见问题解答模板
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3、是否有优惠 能给就给,改价以后告知买家付款

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不能给强调说明什么原因
比如质量更好,重量更重

已经给了折扣,跟卖家说下次购买一起给大折扣
推荐买家购买更多产品,增加订单金额一起给予 折扣

客户常见问题解答模板
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4、物流问题 根据物流方式和买家的国家介绍时效

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向买家强调快递的时效,推荐买家选择快递的方式
答复买家我们会很好的包装产品,如果产品在运输途中受 到损坏可以提供赔偿

订单管理
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三种订单 1、未付款订单

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2、成功支付未发货订单
3、已发货订单

未付款订单管理
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催促买家付款 询问买家未付款的原因,提供解决方法

未付款订单,催付款模板
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Dear buyer, We have got your order of 。 But it seems that the order is still unpaid. If there’s anything I can help with the price, size, etc., please feel free to contact with me. After the payment is confirmed, I will process the order and ship it out as soon as possible. Thanks!

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Best Regards
译文:我们已收到你的订单,但订单似乎未付款。如果在价格和尺寸 上有什么能帮助的,请随时与我联系。当付款完成,我将立即备货并 发货。谢谢! 提示:请根据您产品自身特点对描述内容进行修改。

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已付款未发货订单管理
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告诉买家这个订单已经付款成功 告诉买家安排发货的时间

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提供跟踪号

已付款未发货订单回复模板
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Dear buyer, Your payment for item XXXXXXXXXXXXXX has been confirmed. We will ship your order out within XXX business days as promised. After doing so, we will send you an e-mail notifying you of the tracking number. If you have any other questions, please feel free to let me know. Thanks!

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Best Regards
myname

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译文:您的订单编号为 XXXXXXXXXXXXXX的款项已收到,我们将在承诺 的XXX天内发货,发货后,我们将通知你货运单号。如果您有任何问题 请随时联系我。谢谢! 提示:请填上订单号和发货天数。

已发货订单管理
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提供跟踪号和查询该物流信息的网址 根据订单金额的大小可以把订单分类,金额大的订单实时 提供跟踪物流情况 确认收货时间快结束还未签收的订单主动延长收货时间 告诉买家有问题可以联系我们不要提纠纷

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已发货订单回复模板
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Dear $buyer, The item XXXXXXXXXXXXXX you ordered has already been?shipped out and the tracking number is XXXXXXXXXXXXXX. The shipping status is as follows: XXXXXXXXXXXXXX. You will get it soon. Thanks for your support! Best Regards myname 译 文 : 订 单 号 为 XXXXXXXXXXXXXX 的 货 物 已 经 发 货 , 发 货 单 号 是 XXXXXXXXXXXXXX , 运 输 方 式 是 XXXXXXXXXXXXXX , 订 单 状 态 是 XXXXXXXXXXXXXX。您将会很快收到货物,感谢您的支持和理解。 提示:请填写订单号、发货单号、运输方式和发货日期。

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纠纷处理
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常见的纠纷类型 1、物流原因

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2、产品质量问题

纠纷提交和协商流程

纠纷处理方案

1、物流原因 ? 先主动延长确认收货时间,提供物流信息截图和 查询网址给买家,请他先取消纠纷再耐心等待一 段时间 ? 如果遇到海关扣关,及时协助让客户尽快完成清 关 或者让客户在当地找一些清关公司帮忙处理。 ? 和买家交代如果真的是没有收到订单的话,我们 一定会给他(她)全额退款的 ? 站在买家的角度考虑,出现问题想办法一起解决, 而不只是考虑自己的利益
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纠纷处理方案
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2、产品质量问题 根据买家纠纷的原因提供有力的证据

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和买家协商下次购买可以优惠或者送一个小礼物
根据产品损坏程度和买家协商退回部分款项或者重新发货 避免上交到平台处理

售后
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1、主动联系买家 2、学会分析买家

售后处理方法
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1、主动联系买家 和买家汇报物流更新情况,提醒买家注意收货 主动联系买家询问对产品的满意程度,催促买家评价订单。 评价订单,及时回复中差评订单,跟踪订单直到买家修改 评价。 获得买家邮箱,记录分类。

售后处理方法
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2、学会分析买家 根据买家的订单数和订单金额把买家分类出来

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当店铺有促销活动和新品上架时,一些重要节日, 买家的购买高峰期,转销型买家上一次转销估计 已经完成,需要下一次采购的时候主动出击展开 对于买家的二次营销,将能让您获得老客户稳定 的交易量,从而更好的增加您的交易量。 维系老客户

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常用回复的模 板有哪些?

纠纷
Dear friend, would you please cancel the dispute, i will extend the time for you! as you know, money is keep at aliexpress, this is very safe, so you no need worry about it!

at now, i extend the time for you, but we need you cancel the dispute.you know this is very harmful to us!
regards Your friend

虚假发货,让客户开纠纷
Dear friend, Thank you very much for your orders to us. we have ship the package already to my CPAM agent, but we noticed that package was distributed with wrong address, we have checked this issue with my agent ,this is very sad news for us. maybe sorting center make a mistake,pls don‘t worry,if you don’t get your package,you can make a dispute to ask refund, we never make u lose money. And if you have the Paypal account, please give me your paypal account, i will give you refund! regards Your Friend

客户担心货物
everything is ok! don't worry about anything, i am always here! 1. i will extend the delievry time of aliexpress, so your money is safe! 2. meanwhile, i will push the agent of CHINAPOST, so your package is safe!

have a nice day!

问候老客户
Dear friend, This is email from Robin. First of all, give you my best wishes to you and your family! how are you, recently? It's so long time passed of your last order from us,so how about your business? we have uploaded too much new items to our website, maybe you like them. Meanwhile, do you have any new order or offer for us? Maybe you can give me some information, i give you better suggestion and quotation ! Sincerely hope can get reply from you! Regard xxxx from CHINA This is our stores for your refer: Store No.1:http://www.aliexpress.com/store/XXXXXXX

修改价格
1. place an order via this link, but you no need to make payment!

2. i will adjust the price for you!
3. adjust successfully, i will ask you make payment 4. i will send the package , thank u !

推荐客户快递发货
Dear friend,

thank you very much for your orders placed in my store.
i have a good news to tell you----at this month,only need pay 15$ more can ship the package via Fedex/DHL/UPS for your package! This is the new discount for fedex and aliexpress, there are make cooperation at this month.

you know Chinapost is very slow shipment.it always need 40-50 days can make the package delievry! and even package will be lost at sometimes.That's why i recommend to you!
As you know, fedex is very fast and safe, always need 5-6 days can get the package succesfully, i hope you can consider it carefully and reply to me.

regards Sale team

客人收货之后,让客人给我们好评
hi there, would you please give me 5 stars feedback? it's very important for us!

5 stars will have 5% discount in the future!
thank you for cooperation! Sale Team

客人给了差评,请求客人修改评价
Dear friend, First of all, give my best wishes to you and your family. You have place an order in my store at many days ago.

But at today, we get a email from aliexpress, you have give me a bad feedback to us.
i can not believe my eyes and feel very very sad and disappoint at today. And i know you are a good buyer, and you must feel disappoint with my products, I want to help you solve this issue, and sincerely hope you can change feedback for us. You know this bad feedback is very very harmful to us, aliexpress have given us a bad warn to us. friend, you know, this store is my all life, i lose my job. my team have cry for long time for your bad feedback.

i hope you can change the feedback for us, i want to help you solve this issue.

waiting for your reply online. regards

全球速卖通侵权和维权案例
1、速卖通卖家平台侵犯知识产权规则介绍 2、案例介绍

侵犯知识产权规则介绍
全球速卖通平台,严禁用户未经授权发布、销售涉及第三方 知识产权的商品。

知识产权侵权行为包括但不局限于以下三类:

案例介绍
参考范例: 1)产品标题、描述或店铺名称使用知名品牌名称或衍生词,或明示模仿某知名品牌

2)产品图片中含有知名品牌名称或衍生词、logo或相似logo,使用图片处理工具遮掩全部或部分logo
3)模仿知名品牌代表性图案、底纹或款式的疑似产品 4)卖家产品信息被知识产权所有人或拥有合法权利人授权的第三方代理机构投诉,未能提供有效、合理 证明 5)其他涉嫌侵犯第三方知识产权的信息

详细案例
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1、产品名称包含品牌词LV,图片使用了LV 的logo

2、店铺名称使用品牌词Nike、NFL、UGG、iphone、Nokia等

3、图片包含知名品牌Coach的代表性图案、底纹


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