如何与买家沟通物流状态.doc

如何与买家沟通物流状态-沟通模板分享在跨境交易中大多数卖家使用邮政挂号小包、各类专线E邮宝等物流方式，这类的物流方式没有一个承诺的交货期，因此相信卖家朋友们收到无数的类似： “Where is my order”、“I havent received my order”这类物流引起的交易纠纷，今天小编摘取了论坛热帖与大家分享一些实用有效的沟通模版，希望可以帮助到大家。邮政包裹一般常见状态中，我们常常看到以下几种：包裹查无信息 “NOT FOUND“ (当包裹还未上网，官网未更新)包裹正在运输中 “Transit” (当包裹还在运输中时)包裹到达待取”Pick Up” (当包裹显示已经到达目的地国家)包裹投递成功”Delivered” (当包裹显示投妥，而收件人声称未收到时)包裹运输过久”Expired” (大部分为时效延误/ 目的地国家不能查到投妥/官网不更新状态等)包裹可能异常“Alert” (大部分为退件/ 海关单号/损坏/丢失等问题)当您查过单号以后，根据查询到的包裹状态，跟买家取得联系。（1）Not found:Dear valued customer:Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RC867773406HK（示例单号）and I amhappy to assist today.As per tracking result powered by 17, Im very sorry to inform youthat your item is still lack of tracking information right now. If you got atracking result as Not found its telling you that your trackinginformation is unavailable, it doesnt mean that we havent been mailed youritem.(Note: There may be a delay between scanning events and the availability oftracking information related to those scanning events. The tracking informationmay not appear online immediately. Normally it takes a few days after theitem(s) have been sent for tracking details to be available from the shippingcarrier.Therefore, please hold on for a few more days and try to check your order sometime later?Thanks for your business again!Have a nice day!Best regards, store 888（2）Transit:Dear valued customer:Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RC867773406HK（示例单号）and I amhappy to assist today.Here is a link for you to ref your package status in transportation：（这里复制17track查询完的结果链接就可以了。）As per current tracking result, your shipment has been shipped and dispatchedby the shipping carrier of (HK Post) registered airmail on date 2014-09-21It is still during normal shipping period and it hasnt arrived in yourdestination country as (country name) yet. We would be very thankful if youcould be more patient with this overseas shipment. From our experience, forthis kind of mail type, the shipping time is highly depend on the postalcarrier and local customs/taxes, etc. It usually takes a few weeks from ourorigin country to overseas destination countries after dispatching. Therefore,please hold on for a few more days and we would very grateful if you can waitfor your order patiently.Thanks for your business again!Have a nice day!Best regards, store 888（3）Pick up:到达待取或者到达目的地国家都行! 到达待取可能是第一次投递失败或者是到达投递点！注意修改!Dear valued customer:Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RC867773406HK（示例单号）and I ampleased to assist today.Here is a link for you to ref your package status in transportation：（这里复制17track查询完的结果链接就可以了。）We are glad to inform you, as per current tracking result, yourpackage is ready to pick up/has been arrived in your country.Please contact the shipping carrier as USPS to get instruction of where topick up your order/schedule a redelivery process. Please contact with them bythe below information and I hope you will receive your package in shortly.Carrier name: USPS （示例邮政运营商）Helpline: 1-800-222-1811 （示例邮政运营商帮助热线）Generally, The carrier has collection deadline, So, wed advise you contact thecarrier at once so your order wont be return back to us.I truly wish you will be satisfied with your purchase and we are lookingforward you will confirm your order as soon as your got the item. Of course, ifyou like the item, please leave us a positive feedback.Thanks for your business again!Have a nice day!Best regards, store 888（4）Delivered:查询结果签收，而收件人声称未收到件的情况非常多哦，注意一下。Dear valued customer:Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RJ014099257CN（示例单号）and I am pleased to assist today.Number: RJ014099257CNStatus: Delivered ( 30 Days )Destination: United States2014-09-29 16:01 PHOENIX, AZ 85031, Delivered, Your item was delivered at 4:01pm on September 29, 2014 in PHOENIX, AZ 85031.2014-09-19 14:51 PHOENIX, AZ 85031, Notice Left (No Authorized RecipientAvailable)2014-09-19 07:42 PHOENIX, AZ 85031, Out for Delivery2014-09-19 07:32 PHOENIX, AZ 85031, Sorting Complete2014-09-19 04:23 PHOENIX, AZ 85043, Departed USPS Facility2014-09-19 04:21 PHOENIX, AZ 85031, Arrived at Unit2014-09-18 21:42 PHOENIX, AZ 85043, Arrived at USPS Facility2014-09-18 02:26 KEARNY, NJ 07032, Departed USPS Facility2014-09-17 17:24 KEARNY, NJ 07032, Arrived at USPS Facility2014-09-17 17:24 Origin Post is Preparing Shipment=Powered by 17As per current tracking result, I found the tracking result indicate that yourpackage has been delivered successfully. If you havent received your package,Id advise you contact with the shipping carrier directly to verify more deliveredinformation such as “Delivered address and signature name”. Due to privacypolicy, the carrier may not display the addressees name online, though theywould keep them at their interior system.And Im 100% positive that I have shipped your order to your designatedshipping address as the following:在此处可以确认一下收件人的地址及邮编等资料;Before you contact with the shipping carrier, May I advise you check with yourfamilies, roommates, and neighbors,etc. See if anyone have signed the item foryou.Carrier name: USPS （示例邮政运营商）Helpline: 1-800-222-1811 （示例邮政运营商帮助热线）I will be here to assist you find your order, keep me posted.Thanks for your business again!Have a nice day!Best regards, store 888（5）Alert:退件原因很多，到达目的国家后没有投妥成功的，引起的原因多为关税/或者投递不成功保留过期等；还有一部分原因，可能是由海关问题引起的，没有从中国成功封发出口或者没有办法进入目的地国家。要如何解决要卖家自行编辑邮件Dear valued customer:Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RC867773406HK（示例单号）and I ampleased to assist today.We regret to inform you, as per current tracking result, I found the trackingresult indicate that your package is under unusual condition. It was returningback to us. The possible reason for returning will be written on the package(Incorrect/illegible/incomplete address, expired retention period; theaddressee failed to collect the item; the addressee does not reside at thegiven address; refused to accept by addressee, etc.) We can inform you furtheronce we received the returned package. Depending on this unusual situation, weare sorry for this shipping incident and any inconvenience it caused. We wouldwilling to resolve this problem by make full refund or replace one and send toyou. (退件问题要具体情况，需要怎么解决要修改)。Again, please excuse us and let us know which method you are preferable toresolve this unfortunate situation.Have a nice day!Best regards, store 888（6）Expired:这种状态是指从邮政官方接收到2-3个月内，查无投妥信息，提示买家注意沟通:Dear valued customer:Hello! We appreciate the time you have taken to contact us about your orderwith tracking number RC867773406HK（示例单号）and I ampleased to assist today.Im