跨境电商客户服务英语 课件 Task 12 修改发货地址请求

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HowtoHandletheRequestforModifyingShippingAddress修改发货地址请求

内容提要1.

HowtoHandleanIncorrectShippingAddressBeforethePackage

HasShipped

发货前收到修改地址请求2.

HowtoHandleanIncorrectShippingAddressAfterthePackage

HasShipped

发货后收到修改地址请求3.HandlingtheRequestforModifyingshippingAddressTemplates处理修改地址请求的模板【内容提要】虽然实际工作中令客服人员苦恼不堪，但买家还是会由于种种原因而要求修改发货地址。为高效解决此类咨询，本任务按照收到该类请求的时间，将其分为发货前修改地址请求和发货后修改地址请求两大类，并相应提供电邮模板。知识目标：理解发货前和发货后收到修改地址请求的不同处理方式，掌握发货后修改地址的五步骤操作流程。能力目标：能够运用模板书写发货前、发货后但未投递、发货后且已投递三类信息回复邮件。Atsomepointinyourbusiness,youarelikelytohaveacustomerthatprovidesyoutheincorrectshippingaddress

(送货地址).Forexample,they’verecentlymovedandaccidentallychosetheiroldhouseaddresswhenplacinganorder.Whatasellershoulddo?There’sno“right”answer,butI’mhappytosharehowIhandlethisissue.

shippingaddress(送货地址) vs.billingaddress(账单地址)Ashippingaddressisanaddresswhereyouwillsendtheorder.Thebillingaddressistheaddressconnectedtothecustomer’spaymentmethod.Billingandshippingaddressesareoftenthesame–butnotalways.HowtoHandleanIncorrectShippingAddressBeforethePackageHasShippedIfabuyercontactsyoutochangeaddressbeforetheorderships,youhavetwooptions:1)Makenoteoftheaddressandshiptothealternativeaddressprovidedor2)Cancelthetransactionandletthebuyerreplacetheorderwiththecorrectshippingaddress.Generally,itissuggestedtocanceltheorderandletthebuyerreplacetheorderimmediately.Why?Mostmarketplaces

(市场)requirethatyoushiptotheaddresstheyprovideyouinthesellerordernotications

(卖方订单通知).Ifyoudonotshiptothisaddressandaproblemarises,itislikelythatyouwillnotbecoveredundersellerprotections

(卖方保护).Youcanalsomakeanotetoaddinyourpoliciesthatyoucanonlyshiptotheaddressprovidedbythemarketplace.marketplace(市场)Ine-commerce,marketplaceisaplaceorawebsitewhereonecanfinddifferentbrandsofproductsbeingsold.The3mostcommontypesofmarketplacesarebusiness-to-business(B2B),business-to-customer(B2C),andcustomer-to-customer(C2C)sellerordernotications

(卖方订单通知)sellerprotections

(卖方保护)

SellerProtectionaimstoprotectyourbusinessandeligiblesalesfrompotentialloss.A.UnderstandMainIdeas:1.Ifabuyercontactsyoutochangeanaddressbeforetheorderships,whichsolutionoptionisbetterthantheotherone?Answer:Option2):Cancelthetransactionandhavethebuyerreplacetheorderwiththecorrectshippingaddress.Generally,itissuggestedtocanceltheorderandhavethebuyerreplacetheorderimmediately.Becausemostmarketplacesrequirethatyoushiptotheaddresstheyprovideyouinthesellerordernotifications.Ifyoudonotshiptothisaddressandaproblemarises,itislikelythatyouwillnotbecoveredundersellerprotections.B.UnderstandDetails:1.Ifabuyercontactsyoutochangeanaddressbeforetheorderships,youhavetwooptions.Whichisbetter?A.makenoteoftheaddressandshiptothealternativeaddressprovidedB.cancelthetransactionC.theyarethesameD.not-mentionedKey:B2.“Cancelthetransactionandhavethebuyerreplacetheorderimmediately.”Whythisisasaferwaytodealwiththeproblem?A.Thisismoretroublesometoyourcustomerratherthanyou.B.Thisisamoredirecttrouble-shootingway.C.Thisisrequiredbymostmarketplaces.D.Thisismoretime-saving.Key:CHowtoHandleanIncorrectShippingAddressAfterthePackageHasShippedUnfortunately,oncethepackagehasbeenshippeditismoredifficulttochangetheaddress.Aslongasyouhaveshippedtotheaddressprovidedtoyoubythemarketplace,youareusuallycoveredunderthesellerprotection.Therefore,oncethepackageisoutofyourhands—itisnotyourproblem.However,agoodbusinesswilltrytohelpthebuyerlocatetheirpackage.Here’sthestepstofollowwhenthishappens:Commiseratewiththebuyer

Tellthemthatyouunderstandtheirfrustrationortellthemthatyouhadthathappenonceyourselfandyoufounditfrustrating.Thisshowsthatyoucareabouttheirsatisfaction.Letthebuyerknowthatasaselleryoucanonlyshiptotheaddressthatwasprovidedtoyoubythemarketplace.Suggestthattheyreachouttothemarketplaceregardingtheissue.CheckthetrackingonthepackageIfthepackagehasn’tbeendelivered,youcangivethemthetrackingnumberandtellthemtoreachouttothecarriertochangethedeliveryaddress.(Justsothatyouknow,somecarrierswillchargeafeeforthisservice.)SuggestthebuyertofetchtheparcelIfyoufindthatthepackagehasbeendelivered,youcansuggestthatthebuyervisitsorcallstheaddressiftheycan.(Thismayornotbepracticaldependingonthecircumstances.)CoverupwithoffersSometimestherecanbecustomerswhoaredifficulttodealwith.So,asalastresort,offeracouponcodeforareplacementorder.Youshouldn’tredotheorderatnocost,butyoucanextendanolivebranchandhelpthecustomer.Ofcourse,theseofferscancostyousomemoney.However,thecostoftheseoffersaremuchcheaperthanthecostofabadreview.AppreciateforreachingoutLast,thankthecustomerforreachingoutandoffermoreassistanceifneeded.3.Sometimestherecanbecustomerswhoaredifficulttodealwith.Thenhowcanyouhandletheissue?ChoosetheWRONGone.A.Youcanofferacouponcodeforareplacementorder.B.Youshouldredotheorderatnocost.C.Youcanextendanolivebranchandhelpthecustomer.D.Youshouldn’tredotheorderatnocost.Key:BHandlingtheRequestforModifyingshippingAddressTemplatesTemplate#1:HandlinganincorrectaddressbeforeshippingDear[CustomerName],Hopethismessagefindsyouwell.Thanksforlettingmeknowabouttheshippingissue.Inordertoprotectbothofus,I’vecanceledandrefundedyourorder.Pleasereplacetheorderimmediatelywiththecorrectshippingaddress.Ifyoureplacetheorderassoonasyoureceivethismessage,you’llkeepyourspotinmyorderprocessingqueue

((订单)处理序列)andyourorderwillnotbedelayed.Thanks!

Bestregards,[YourName][YourBusinessName](order)processingqueue

((订单)处理序列)Template#2:HandlinganincorrectaddressaftershippingHello[BuyerName],Ohno,Iknowthatthishastobefrustratingtoyou.I’mhappytohelpyou.IlookedupthetrackingnumberanditappearsthattheUSPS(FedEx,DHL,orothercarrier’sname)hasnotyetdeliveredyourpackage.Callthemat(providephonenumber)assoonasyoucanandtheycanhelpyouupdateyouraddress.Tosaveyourtime,I’veprovidedyourtrackingnumberattheendofthismessage.PleaseletmeknowifIcanhelpinanyotherway.Thanks![YourName][YourBusinessName]Trackingnumber:******Template#3:HandlinganincorrectaddressaftershippingHello[BuyerName],Ohno,I’vehadthathappentomethelasttimewhenImovedanditcanbesofrustrating.Unfortunately,asaseller,Icanonlyshiptotheaddressthatisprovidedtomebythemarketplace.IcheckedthetrackingnumberanditshowsthatthepackagehasbeendeliveredtotheaddressIwasprovided.Youmaywanttoreachoutto(Etsy,Amazon,orthenameoftheplatform)regardingyourshippingaddresstoseeiftheycanassistyou.Ifyouareunabletogetthepackagefromtheaddress,I’mhappytorecreateyourorder.Whenreordering,pleaseusecouponcode“SAVE”atcheckoutforadiscount.PleaseletmeknowifIcanhelpinanyotherway.Thanksforreachingout![YourName][YourBusinessName]C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.marketplace,protections,arises,processing1.Ifyoudonotshiptothisaddressandaproblemarises,itislikelythatyouwillnotbecoveredundersellerprotections.2.Ifyoureplacetheorderassoonasyoureceivethismessage,you’llkeepyourspotinmyorderprocessingqueueandyourorderwillnotbedelayed.3.Letthebuyerknowthatasaselleryoucanonlyshiptotheaddressthatwasprovidedtoyoubythemarketplace.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.如果你寄往这个送货地址，就可能产生问题。很可能你将不再受卖家保护。(becoveredundersellerprotections)Ifyoudonotshiptothisaddressandaproblemarises,itislikelythatyouwillnotbecoveredundersellerprotections.2.为了保护我们双方，我已经取消您的订单，并已办理退款。(refund)Inordertoprotectbothofus,I’ve

canceledandrefundedyourorder.3.收到此条消息时，如果您立即重新下单，我将为您保留订单处理序列号，这样订单就不会延误。(processingqueue)Ifyoureplacetheorderassoonasyoureceivethismessage,you’llkeepyourspotinmyorderprocessingqueueandyourorderwillnotbedelayed.4.告诉他们你理解这种沮丧，而且同样的事情也发生在你身上，你也如此沮丧。(frustrating)Tellthemthatyouunderstandtheirfrustrationortellthemthatyouhadthathappenonceyourselfandyoufounditfrustrating.5.万不得已，给重新下单提供优惠券代码。(couponcode)Asalastresort,offeracouponcodeforareplacementorder.E.HandletheRequestforModifyingShippingAddress1.Makearesponsetocustomer’srequestformodifyingaddressbeforetheshippingbasedontheinformationbelow.Customer:AustinBuckCompany:RecreationalEquipment,IncRepresentative:AaronGTitle:CustomerSupportOfficerEmail:aarong@Telephone:1-253-891-2500SampleDearAustinBuck,Hopethismessagefindsyouwell.Thanksforlettingmeknowabouttheshippingissue.Inordertoprotectbothofus,I’ve

canceledandrefundedyourorder.Pleasereplacetheorderimmediatelywiththecorrectshippingaddress.Ifyoureplacetheorderassoonasyoureceivethismessage,you’llkeepyourspotinm