跨境电商客户服务英语 课件 Task 15 接受买家的退货、退款要求

Chapter3Task

15

EnglishforCross-borderE-commerceCustomerCareRespondtoReturnorRefundRequest1(AcceptClaim)Claim:arequestforasumofmoneythatyoubelieveyouhavearightto,especiallyfromacompany,thegovernment,etc.索款，索赔CONTENTSWhatshouldyoudoifacustomerrequestsareturnorrefund?2.

EmailTemplates-RefundorReturnrequests

Scenario:CustomerInquiry:Subject:ReturnRequestforOrder#12345Hello,Irecentlypurchasedapairofshoesfromyouronlinestore,butunfortunately,theydon'tfitasexpected.Iwouldliketoreturnthemforafullrefund.Couldyoupleaseletmeknowtheprocessforreturningtheitem?OrderNumber:12345Item:XYZRunningShoesOrderDate:April30,2024DeliveryDate:May10,2024Thankyou,EmilyJohnsonCompany:GlobalFootwearObjectives:Attheendofthislesson,youshouldbeabletowriteareplyemailtoreturn/refundrequestsfromyourcustomers.01.Reading

Keywords:1.frustrating:causingyoutofeelannoyedandimpatientbecauseyoucannotdoorachievewhatyouwant.令人懊恼的；令人沮丧的Refundsarefrustrating,butcompletelynormal.2.refine:tomakeasubstancepurebytakingothersubstancesoutofit.精炼；提纯；去除杂质

toimprovesthbymakingsmallchangestoit.改进；改善；使精炼Youshoulddothisbydeliveringaproductorservicethatpeoplearehappytobuy,andrefiningyourmarketingmessagingtoreachtherightpeople.优化3.enforce:to

make

sure

that

people

obeyaparticularlaworrule强制执行，强行实施.4.stew:tothinkorworryaboutsth为某事担忧，感到不安stewinone’sangerenforceanunreasonable“NoRefunds”Policy

Keywords:5.placatesb:tomakesbfeellessangryaboutsth安抚；平息（怒气）令人懊恼的；令人沮丧的6.argumentative:apersonwhoisargumentativelikesarguingoroftenstartsarguing好争论的；爱辩论的

7.suspicious:feelingthatsbhasdonesthwrong,illegalordishonest,withouthavinganyproof感觉可疑的；怀疑的11.outrageous:veryshockingandunacceptable骇人的，无法容忍的12.seamlessly:无缝衔接的8.probe:toaskquestionsinordertofindoutsecretorhiddeninformationaboutsb/sth探究investigate9.insinuate:tosuggestindirectlythatsthunpleasantistrue.暗示，旁敲侧击地指出（不快的事）10.eventuality:somethingthatmaypossiblyhappen,especiallysthunpleasant(尤指令人不快的）可能发生的事情，可能出现的结果。

Phrasesandidioms:1.falloutsideof不属于

2.irrevocabledamage不可挽回的损失

3.creditcardfraud信用卡欺诈4.Putondetectivehat调查5.Wiggleyour

way

out逃避责任6.Bend

the

rule灵活调整规则CreditCardfraudLet'ssaysomeonestealsanotherperson'screditcardinformation,includingthecardnumber,expirationdate,andsecuritycode.Withthisinformation,thefraudstercanmakeunauthorizedpurchasesonlineorin-person.Theymightusethestolencarddetailstobuyexpensiveitems,giftcards,oreventransferfundstoanotheraccount.Thelegitimatecardholderwouldonlyrealizetheircardhasbeencompromisedwhentheyreceivetheircreditcardstatementwithchargestheydidn'tmake.Thisisacommonexampleofcreditcardfraud,wheresomeoneillegallyusesanotherperson'screditcardinformationforfinancialgain.02.Writing

Template1:AcceptingRefundHi[CustomerName],We’resorrytohearthatyoudidn’tenjoyyourexperienceat[storename].Customerhappinessisimportanttousandwe’rehappytoreviewyourrequesttoreceivearefundfor[productorservice].Refundrequestsusuallytake[numberofdays]toreview.WewillinformyouoncewehavehadachancetoReview/investigateyourcase.Iftherequestisapproved,youcanexpecttherefundtobecompletedwithin30Days.Ifthereisanythingelsewecanhelpyouwith,pleaseletusknow.Best,[Yourcompanyname]

Template2:AcceptingRefundHi[CustomerName],I’veprocessedyourrefund,andyoushouldexpecttoseetheamountre-appearinyourbankaccountinthenextcouplebusinessdays.I’msorrytohearthatyoudidn’tlikeyournewproduct.Icompletelyunderstandthatitisn’tforeveryone.Ifyou’restillonthesearchfortherightchoiceforyou,letmeknow.I’dbehappytotalkyouthroughsomeofourotheroptionsandseeifanyofthemwouldbeagoodfitforyou.Inthemeantime,thankyouforyourtimeAndforgivingusatry.Ihopetoconnectwithyouagaininthenearfuture.Best,[Yourcompanyname]

Template3:AcceptingproductreturnSubjectline:Conrmationof[Product]Return.Dear[CustomerName],Perourconversationon[DateofProductReturnConversation],wehaveprocessedareturnofthe[ProductPurchased].We’redisappointedthisproductdidn’tmeetyourneeds,butcertainlyunderstand.Attachedisashippinglabelyoucanprintandattachtotheitemsothatyoucanshipitbacktousfreeofcharge.Herearethethreesimplestepstofollow:1)Place[Product]backintotheshippingboxitcameinalongwiththeoriginalpackaging.2)Printandattachtheshippinglabel.3)Takeittoyournearestcarrierdrop-offlocation(shippingpartner,andthenearestcarrierdrop-offlocationlink)Assoonaswereceivethereturneditem,wewillissuearefund.Within[**Days](numberofbusinessdaysittakesforthecustomertoreceivearefund),youwillseearefundof[Amount]onyourcreditcard.Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,[Name,Position,Dept