跨境电商客户服务英语 课件 Task 8 订单确认函

跨境电商客户服务英语（第一版）张康

徐俊凌/编著导论目录Contents第一章售前服务电子商务客户服务渠道与客服咨询模板任务1产品描述要点、案例与模板任务7拒绝买家的折扣要求任务2欢迎词、问候语类电邮的书写任务3产品信息咨询任务5如何书写催促付款电邮任务6接受买家的折扣要求任务4

关于价格、折扣、促销、付款方式、运费和关税咨询目录Contents第二章售中服务任务8订单确认函任务14订单取消确认函任务9发货通知任务10发货延误任务12修改发货地址要求任务13发货过程中常见问题的处理：错发、丢件、货物破损任务11关于发货、到货时间的咨询HowtoWriteOrderConfirmationE-mails(a.k.a.Thank-youforPurchaseE-mails)订单确认函内容提要1.

WhatIsAnOrderConfirmationE-mail?什么是订单确认函？2.

HowtoWriteAConfirmationE-mail?如何书写订单确认函？3.

OrderConfirmationE-mailFormat-WhattoIncludeinYourE-mailDesign订单确认函的格式与内容4.

ExamplesandAnalysisofOrderConfirmationE-mail案例与分析5.

OrderConfirmationE-mailTemplates订单确认函模板【内容提要】向客户发送订单确认函（又称感谢购买函）是售中服务环节的第一项工作任务。本部分从订单确认函的概念、书写原则、格式与内容、经典案例、多场景模板等方面拆解该工作任务。知识目标：理解订单确认函的概念、布局和基本内容，掌握常用术语和句型。能力目标：通过案例分析和模板学习，能够书写基础信息型、评论请求型、产品推荐型三种类型的订单确认函。It'sunnegotiablethateverye-commercestoreandonlinebusinessmustsendorderconfirmatione-mails(订单确认函).

Why?Afterplacinganorder,

customersholdalotofthoughtsonwhethertheirorderisthroughornot,

ifpaymentisaccepted,

whentoexpecttheproduct,

istheregoingtobeanextstep?Sendingorderconfirmatione-mailshelpsyoureassureyourcustomersandeasetheircon-cerns.

Itimprovestheoverallexperienceofyourbusiness.Sohowdoyouwriteanorderconfirmatione-mailthatreassuresyourcustomersandgetsthemtocomebackandbuyfromyou?orderconfirmatione-mails

(订单确认电子邮件；订单确认函)A.UnderstandMainIdeas:1.Whatdoessendingorderconfirmationemailshelpyou?Answer:Sendingorderconfirmationemailshelpsyoureassureyourcustomersandeasetheirconcerns.Itimprovestheoverallexperienceofyourbusiness.B.UnderstandDetails:1.Sendingorderconfirmationemailshelpsyou_________.Choosetheunmentionedone.A.reassurecustomersB.easycustomers’concernsC.makecustomersreconfirmdetailsD.improvetheoverallshoppingexperienceKey:CWhatIsAnOrderConfirmationE-mail?Anorderconfirmatione-mailisatransactionale-maillettingcustomersknowthattheirorderhasbeenreceivedandprocessed.

Orderconfirmatione-mailsaretriggeredtobesentimmediatelyafterpurchasetocleartheconfusionandremorsefeelingthatcomeswithonlineshopping.Buyingsomethingonlineandnotreceivinganorderconfirmatione-mailfeelslikeanightmare.

Youmighthavereactions.

"Waitasec!

Didmyordergothrough?

Whenwillmyproductbeshipped?

OMGamIscammed?"2.WhatisanOrderConfirmationEmail?Answer:Anorderconfirmationemailisatransactionalemaillettingcustomersknowthattheirorderhasbeenreceivedandprocessed.Orderconfirmationemailsshouldbesentimmediatelyafterpurchasetocleartheconfusionandremorsefeelingthatcomeswithonlineshopping.Youdefinitelydon'twantyourcustomerstohavesuchthoughtswhenbuyingfromyou.

Confirmatione-mailsclearalltheblurandreducethepost-orderanxiety

(下单后焦虑症)thatmostcustomersexperiencewhenshoppingonline.

Sinceitisanexpectede-mail,

orderconfirmatione-mailsaresittingonthecrownofe-mailopenrateswith70%.post-orderanxiety

(下单后焦虑症)2.WhatistheopenrateofOrderConfirmationEmail?A.30%B.50%C.60%D.70%Key:D2.

HowtoWriteAConfirmationE-mail?Orderconfirmatione-maildesignisdifferentfromabusinesstoanother.

Thestructureofanorderconfirmatione-mailisnotsomethinguniversalthateveryonemustfollow.

Ithasasortoffreedomtoitsoyoucanbecreativewithyoure-mail.Yet,

thereismust-includeinformationthatmakesyourcustomerstrustyoufromthefirstpurchase.

Tohelpyouremovebuyer'sremorse,

hereisanorderconfirmatione-mailformat.3.

OrderConfirmationE-mailFormat-WhattoIncludeinYourE-mailDesignGreetyourbuyer:

Justlikewhensomeonebuysfromarealstore,

youshouldshowgratitudetomakethemfeelwelcomed.

Itcouldbeassimpleas

"Thanksforshoppingwithus,

hopetoseeyouagain."

Sameappliesforyourordere-mails,

welcomeyourcustomersandexpressyourhappiness.

Andthisisperhapswhyanorderconfirmatione-mailissometimesreferredasthank-youforPurchasee-mail.Information:

Thispartisthemostimportanttogiveyourcustomersthatfeelingofreliefwhenreceivinganordere-mail.

Hereissomeinformationtoinclude:ProductinformationandordernumberPrice,

invoiceandpaymentmethod

(付款方式)ShippingaddressOrdertrackingcode

(订单查询码)/DeliverydateCustomercarecontactThefreestyle:

Thelastpartofanorderconfirmatione-mailiscalledfreestylebecauseeachbusinessdoesitdifferently.Youcanskipittokeepyoure-maildesignsimpleoruseitto:PromoteareferralprogramInvitecustomerstoyoursocialmediachannels(社交媒体渠道)Includeatargetede-mailcontentAsktoleaveareviewUpsellandrecommendrelatedproducts,etc.Toseethisorderconfirmatione-mailformatinaction,herearesomebestorderconfirmatione-mailtemplates.paymentmethod

(付款方式)ordertrackingcode

(订单(物流信息跟踪)查询码)socialmediachannels(社交媒体渠道)3.WhatthreemainpartsshouldbeincludedinyourOrderConfirmationEmaildesign?Answer:Greetyourbuyer;Information;Thefreestyle.3.Whichofthefollowingismust-includeinformationwhenwritingaconfirmationemail?A.greetingsB.themostimportantinformationC.thefreestyleD.AlltheaboveKey:D4.Whichofthefollowingcanrelieveyourcustomers’post-orderanxietiesmostwhenreceivinganorderemail?A.greetingsB.allimportantinformationC.thefreestyleD.enclosedrecommendeditemsKey:B5.Astothefreestylepartinanorderemail,youcanskipitoruseitto______.A.asktoleaveareviewB.promoteareferralprogramC.invitetosocialmediachannelsD.AlltheaboveKey:D4.

ExamplesandAnalysisofOrderConfirmationE-mailExample#1:案例一：TOMScharitableworkiswell-knownandaquintessentialpartoftheirbrand.It'salsosomethingtheyremindyouofintheirorderconfirmatione-mail.Thisisnotjusttoreinforcetheirbranding,butalsotomakeyoufeelgoodaboutyourpurchase.Example#2:案例二：

Anotherexampleoforderconfirmationhasavisualordertimelineatthetopofthemessage.Itexplainstocustomerswhattoexpectnext.Also,SportsDmakesaninterestingmovebyplacingthethank-youmessageattheveryendofthee-mail.Althoughnobodyexpectsfromyouapersonalorderconfirmatione-mail,itlooksabittooautomatedandyoubarelycanhearthebrandvoice.Forsomebrands,thiscanworkwell.Example#3:案例三：Multiplebenefits:

ZalandoZalando'stransactionalorderconfirmatione-mailhasnotableupgrades:Ashortimportantthank-younote.Insidethereceipt,

theyaddedalinktoupsell

->

"Completethelook".Thepossibilitytoquicklycancelyourorder.

Thisfunctionhelpswhenyouwanttoaddsomethingmoretoyourcart.Moresimilarproductswithimages.Acontentblockwiththeessentialinformationregardingtheorderplacement,

returns,

andmodifications.Andfinally,

shortandsweetreturninformation,

otherbenefits,

linkstosocialmedia,

Appstores.Itseemsthatthisgiante-commerceretailerputseverythingthathasthebestintoonee-mail.

However,

itmighthaveareasonforthis.

Ahugeopenrateandactiveengagementwithinthise-mailmightbeoneofthem.5.

OrderConfirmationE-mailTemplatesAlthoughthepurposeoftheconfirmationmessageistoreassurethecustomerwithanappreciation,

let'ssavetheirtimeanddon'tbotherthemwithlongandbreathtakinge-mails.Don'tgetthiswrong,

wearenotsayingthatlongermessagesarebad,

butforelectronicformats,

theyaren'tthebestpractice.

Backtoe-mails,

thecopyshouldbeconciseandstraighttothepointsthatarenecessary.Accordingtoyoure-mailcontent,

pickthebeste-maillayoutanddon'tforgettoincludeyourlogo.Template#1:Confirmatione-mailwithbasicinformationonlyThankyouforchoosingus!YourOrderNumberis:[OrderNumber].Hi[CustomerName],Weappreciateyourtrustandthanksforyourorder.Weknowyou'reexcitedtogetyour[ProductName],sohereiswhattoexpect:Oneofuswillgetyour[ProductName]boxedupandshipitinthenext**hours.Onceitships,you'llreceiveaconfirmatione-mailwithyourtracknumber.Thanksforshoppingwith[CompanyName],andweappreciateit.Let'smakehistorytogether!Sincerely,[Representative'sName]CustomerDetails

OrderDate:[X/X/X]DeliveryAddress:[Address]BillingAddress:[Address]ShippingMethod:[Regular/Expressetc.]EstimatedTimeofDelivery:[*]Days/WeeksPaymentMethod:[Amazonpayments/PayPal/MasterCardetc.]YourOrder

OrderedQuantity Description Price TotalX1 [ProductName] Y1

Z1

X2 [ProductName] Y2

Z2... ... ... ...Subtotal * Delivery *Tax *GrandTotal(USD) *Template#2:Confirmatione-mailwithaskingforreviewsThanksforshoppingwithus!We'reonit!YourOrderNumberis:[OrderNumber].Hey[CustomerName],Thisisaquicke-mailtosaywehavereceivedyourorder.Onceeverythingisconfirmedandreadytoship,we'llsendyouanothere-mailwithtrackingdetailsandotherinformationaboutyourpackage.Wehopeyouloveyour[ProductName],whichwillarriveon[EstimatedDeliveryTime].Bythetimeyoureceiveit,wewouldliketoknowhowyoulikethem.

Doyouhaveachancetogiveusareview?Massivethanks!

VerySincerely,[CompanyName][Representative'sName]OrderSummaryPictureofProduct1+[Product1Name] amount(数量) $*PictureofProduct2+[Product2Name] amount(数量) $*

... ... ... ...Subtotal $*

Shipping $*

Tax $*Discount $*GrandTotal(USD) $*CustomerInformationOrderDate:[X/X/X]DeliveryAddress:[Address]BillingAddress:[Address]ShippingMethod:[Regular/Expressetc.]EstimatedTimeofDelivery:[*]Days/WeeksPaymentMethod:[Amazonpayments/PayPal/MasterCardetc.]Ifyouhaveanyquestions,concerns,orwanttoshareyourthoughts,e-mailusat[Youre-mail].Needtomakeareturn?Checkouthowtodoitquickly.[LinktoReturnPolicy(退货政策链接)]Template#3:Confirmatione-mailwithdiscountandrecommendationofrelatedproductsORDERCONFIRMATIONYourOrderNumberis:[OrderNumber].Hey[CustomerName],Thankyouforyourorder.Wetrulyvalueourloyalcustomers.Thanksformakingwhoweare!Asatokenofappreciation,havea15%offcouponcodeforyournextpurchase.[DiscountCodeBlock(折扣码区域)]VerySincerely,[Representative'sName]OrderedItems

[Product1Name]+[Product1Description] amount(数量) $*[Product2Name]+[Product2Description] amount(数量) $*

... ... ... ... Subtotal $*

Shipping $*

Tax $* Discount $*GrandTotal(USD) $*

CustomerInformationOrderDate:[X/X/X]DeliveryAddress:[Address]BillingAddress:[Address]ShippingMethod:[Regular/Expressetc.]EstimatedTimeofDelivery:[*]Days/WeeksPaymentMethod:[Amazonpayments/PayPal/MasterCardetc.]Changeyourmind?Wecan'tmakechangestoyourorder,butwithStandardDeliveryyouhave*hourstocancelit[LinktoCanceltheOrder(取消订单链接)].Youmayalsolike

[Product1Name] [Picture] Price

[Product2Name] [Picture] Price... ... ...C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.remorse,post-orderanxiety,universal,must-include,triggered,unnegotiable,sittingonthecrown1.It’sunnegotiablethateverye-commercestoreandonlinebusinessmustsendorderconfirmationemails.2.Orderconfirmationemailsaretriggeredtobesentimmediatelyafterpurchasetocleartheconfusionandremorsefeelingthatcomeswithonlineshopping.3.Confirmationemailsclearalltheblurandreducethepost-orderanxietythatmostcustomersexperiencewhenshoppingonline.4.Sinceitisanexpectedemail,orderconfirmationemailsaresittingonthecrownofemailopenrateswith70%.5.Thestructureofanorderconfirmationemailisnotsomethinguniversalthateveryonemustfollow.Ithasasortoffreedomtoitsoyoucanbecreativewithyouremail.6.Yet,thereismust-includeinformationthatmakesyourcustomerstrustyoufromthefirstpurchase.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.在线上购物却没收到确认函简直噩梦一场。(feelslikeanightmare)Buyingsomethingonlineandnotreceivinganorderconfirmationemailfeelslikeanightmare.2.订单确认函能让客户安心，消除他们的疑虑，能够提升你的整体商业体验。（experienceofyourbusiness）Sendingorderconfirmationemailshelpsyoureassureyourcustomersandeasetheirconcerns.Itimprovestheoverallexperienceofyourbusiness.3.订单确认函是一种交易电子邮件，它让客户知道订单已经收到并且正在处理中。(transactionalemail)Anorderconfirmationemailisatransactionalemaillettingcustomersknowthattheirorderhasbeenreceivedandprocessed.4.由于订单确认函是预期邮件，因此它以70%的打开率，位居所有电邮之首。(sitonthecrown)Sinceitisanexpectedemail,orderconfirmationemailsaresittingonthecrownofemailopenrateswith70%.5.只要一切确认并准备发货，我们将向您发送另一封邮件，包含包裹跟踪信息和其他信息。（trackingdetails）Onceeverythingisconfirmedandreadytoship,we’llsendyouanotheremailwithtrackingdetailsandotherinformationaboutyourpackage.E.BuildYourProductDescriptionCreateanorderconfirmatione-mailwithaskingreviewsbasedontheinformationbelow.OrderNumber:PO00021OrderDate:2020/8/16Customer:SophieShinskyProduct1:CLARIFYINGFACEMASK;Quantity:2;UnitPrice:$52.00Product2:SOOTHINGMASK;Quantity:2;UnitPrice:$48.