跨境基础及电商1Chapter 1- Disputes and Complaints

Chapter1跨境电商实用英语Chapter1DisputesandComplaints03Mini-Project02PassageReading01Warming-up目录CONTENSTAfterstudyingthischapter,youareexpectedto:AcquirebasicknowledgeaboutdifferenttypesofdisputesandcomplaintsonCross-borderE-commerceplatformsUnderstandtheprocedureofdealingwithdisputesandcomplaintsonCross-borderE-commerceplatformsUserelevantskillstoeffectivelydealwithdisputesandcomplaintsonCross-borderE-commerceplatformsAdheretotheprincipleofseekingtruthfromfactswhendealingwithafter-salesproblemsLearningGoalsChapter1PARTONE/Warming-up01TaskWorkingroups.Lookatwhatthefollowingpeoplesayordoandexpressyourownopinionswithyourgroupmembers.Trytorelatetoyourpersonalexperience.Itisoftensaidthatcustomersarealwaysright.Thismaynotbetrue,butitisalwayssafetoassumethatthecustomerisright.Asellersaid,“Receivingaletterofcomplaintmeansthattheseller’sproductorservicehasroomforimprovement”.Tosomeextent,it’sworthreceivingacomplaint.ABChapter1PARTTWO/PassageReading02DisputesandComplaintsTherearetwotypesofdisputeswhenbuyersapplyforarefundinthetransaction.Onekindofdisputesisthatbuyerdoesnotreceivethegoods,theotheristhatbuyerreceivesthegoods,butthegoodsdonotmatchtheagreement.Thedisputesofnogoodsreceivedfromtheplatformaremainlyasfollows:Nologisticsinformation,thelogisticsshowsgoodshavebeendeliveredbutthebuyercomplainsnogoodsreceived,thecustomsdetention,goodsintransit,originalgoodsreturned,thesellerchangesthelogisticsmethodsecretly,etc.Nologisticsinformationmeansthatnotrackinginformationcouldbefoundonthelogisticssitewiththetrackingnumberprovidedbytheseller.Therearetwocasesaboutthelogisticsshowsgoodshavebeendeliveredbutthebuyercomplainsnogoodsreceived.Inonecase,thelogisticsaddressmatchesthebuyer’saddressontheorder,thatis,thelogisticsinformationshowsthattheproducthasbeendelivered,andthedeliveredcountry,province,city,zipcodeandsignaturearethesameasontheorder.Intheothercase,thelogisticsaddressdoesnotmatchthebuyer’saddressontheorder,thatis,thelogisticsshowstheproducthasbeendelivered,butthedeliveredaddressorsignaturedoesnotmatchtheinformationontheorder.Thegoodsaredetainedatthecustomsmeansthatthelogisticsinformationshowsthatthegoodsareatthecustoms,duetothecustomsrequirementsoftheimportingcountry.Themainreasonsareasfollows:Theimportingcountryhasrestrictionsonimportedgoods;buyersarereluctanttopaycustomsclearancefees;goodsontheorderarefake,counterfeit,orprohibited;thedeclaredvalueandtheactualvalueofthegoodsdonotmatch;sellercannotpresenttherelateddocumentsneededbytheimportingcountry;buyercannotpresenttherelateddocumentsneededbytheimportingcountry,etc.Goodsintransitmeansthatthetrackinginformationshowsthepackageisbetween“shipped”and“delivered”ontheofficialwebsiteofthelogisticscompany.Originalgoodsreturnedmeansthatthereistrackinginformationanditshowsthegoodshavebeenreturned.Thesellerchangingthelogisticsmethodsecretlymeansthatthesellerchoosesadifferentlogisticsmethodtoshipthegoodswithoutthepermissionofthebuyer.Unmatcheditemsmeanthatthegoodsreceivedbythebuyerdonotmatchtheagreement,includingthegoodsanddescriptiondonotmatch,qualityproblems,fakeproducts,wronggoods,short-shipment,damagedproducts,etc.Thegoodsanddescriptiondonotmatchmeansthatthegoodsreceivedbythebuyerdonotmatchtheseller’sdescriptionoftheproductonthedetailspageofwebsite,intermsofcolor,size,productpackaging,brand,style,modelorotheraspects.Qualityproblemsrefertothequalityproblemsofgoodsreceivedbythebuyer,orproblemswheninuse.Forexample,theelectronicequipmentdoesnotwork,orthetextureoftheproductispoorandsoon.Fakeproductsmeanthatthebuyerrequestsarefundafterreceivingthegoodsbecausethegoodsarecounterfeitorsuspectedtobecounterfeitproducts.Short-shipmentmeansthatthenumberofgoodsreceivedbythebuyerislessthantheagreedquantityontheorder.Damagedgoodsmeanthatthegoodsreceivedbythebuyerhavedifferentdegreesofpackagingdamage(exceptforthepackagingusedbythepostofficeorseller),ortheproductisdamaged.Oncethedisputeisfiled,itwillhaveimpactsinmanyaspects.Itwillnotonlyaffectthebuyer’sshoppingexperience,butalsoaffectthebuyer’strustoftheplatform.Asbuyersdonothaveagoodshoppingexperience,theywillnotonlyquestiontheseller,butitwillalsoindirectlyaffectthebuyer’strustoftheplatform.Thustheywillquestiontheplatform,othersuppliersontheplatformandtheirproducts,andfinallyitwillcreateaviciouscircle.Nearlyeverycompanyreceivesacomplaintfromacustomeratonepointoranother.Handlingacustomerproperlyiscriticaltothesuccessofacompany.Anorganizationthathandlescomplaintsintherightwaycanincreasecustomerloyaltyandimproveitsbrand.Companiesfailingtoaddresscustomercomplaintsinthepropermannermayharmthereputationoftheirbusiness,losevaluablecustomersandlosemoney.Understandingthebenefitsandobjectivesofsettlingcustomercomplaintscanhelpacompanydevelopandimplementapropersystemtohandlecomplaints.KeepingtheCustomerWhenacompanysettlesacustomer’scomplaintinapositivemanner,itpossessestheopportunitytoincreasecustomerloyalty.Acompanyshowsthatitcaresaboutitscustomersbytakingtimetoproperlylistentotheissuethecustomerisexperiencingandtryingtofindaworkablesolutionthatappeasesthecustomer.Keepingaloyalcustomerisanimportantobjectivetomanycompanies.Itisatruefactthatcompaniesspendlessmoneyretainingexistingcustomersthanimplementingmarketingstrategiestoobtainnewones.MaintainingReputationAnotherobjectivetosettlingcustomercomplaintsistomaintainthecompany’sgoodreputation.Oneofthemostpowerfulformsofadvertisingisthroughwordofmouth.Whenyourcompanymakesitaprioritytohandlecustomercomplaints,positivenewsisspreadaboutyourcompanythroughwordofmouth.Theoppositeistrueifyoufailtohandlecustomercomplaintsproperly.Thereputationofacompanyisanintangibleassetthatcanaddvaluetotheorganization.ProtectingtheBottomLineAcustomer’scomplaintthatisnotsettledcorrectlycanbecomeafinancialburdenforacompany.Whenacustomeraffectsprofitability,acompanymustchoosetoattempttokeepthecustomerorseverties.Timesexistwhenacompanymustdropacustomertopreventfinancialdamage.Forexample,ifacustomercontinuallycomplainsafterthecompanymakesseveralattemptstorectifythesituation,thecompanyshouldconsiderlettingthecustomergo.EncouragingImprovementAnobjectiveofsettlingcomplaintsisthatitallowscompaniestoseewheretheyneedimprovement.Ifaproductorserviceisnotlivinguptocustomerexpectations,youcanevaluatethatproductorserviceandattempttomakeimprovements.Ifcomplaintsarehandledquickly,itmaypreventthecustomerfromrevealingtheproblemstothepublic.Settlingcomplaintsalsoallowsthecompanytokeepitscustomersbecausetheorganizationrecognizestheproblemandcanmakecorrectionsbeforereceivinganymorecomplaintsorlosingcustomers.纠纷和投诉

买家在交易中提起退款申请时有两类纠纷，一类是买家未收到货物而产生的纠纷；另一类是买家收到货物，但货物与约定不符导致的纠纷。

平台未收到货的纠纷主要涵盖查无物流信息、物流显示已妥投但买家仍投诉未收到货物、海关扣关、货物在运输途中、货物原件退回、卖家私自更改物流方式等。

查无物流信息是指卖家填写的运单号在物流网站查不到跟踪信息。物流显示已妥投而买家仍投诉未收到货物，一种情况是物流妥投地址与买家下单地址匹配，即物流信息显示已妥投，且物流妥投国家与买家下单地址国家一致，省份、城市、邮编和签收人一致；另一种情况是物流妥投地址与买家下单地址不匹配，即物流信息显示已妥投，但物流妥投信息与买家下单地址不一致。

货物在海关被扣是指物流显示货物在海关，货物由于涉及进口国海关要求而被扣留。主要原因有：进口国对进口货物有限制；买家因关税过高不愿清关；订单货物属假货、仿货、违禁品；货物申报价值与实际价值不符；卖家无法出具进口国需要的相关文件；买家无法出具进口国需要的相关文件等。纠纷和投诉

货物在运输途中是指包裹在物流公司官方网站的物流追踪信息介于“收寄”和货物“妥投”之间的情形。货物原件退回是指物流有跟踪信息，且跟踪信息显示货物被退回。卖家私自更改物流方式是指

未经买家允许，卖家使用与买家下单时选择的不同物流方式发货。

货不对板是买家收到货物但货物与约定不符，包括货物与描述不符、质量问题、销售假货、发错货物、货物短装、货物破损等。其中货物与描述不符是指买家收到的货物与卖家在网站相应的产品详情页面的描述，存在颜色、尺寸、产品包装、品牌、款式或型号等方面的差距。质量问题是指买家所

收到的货物出现品质、使用方面的问题，如电子设备无法工作、产品的质地差等。销售假货是指买家收到货物后因货物为侵权假冒产品或涉嫌侵权假冒产品而提起退款。货物短装是指买家所收到的货物数量少于订单上约定的数量。货物破损是指买家所收到的货物存在不同程度的外包装（邮局、卖家使用的外包装除外）或者产品本身有损坏的情况。纠纷和投诉

纠纷一旦提起，会有多方面影响。不仅会影响买家的购物体验，同时还影响着买家对平台的信任。由于买家的购物体验不好，买家不但对卖家的信任产生质疑，还间接地影响买家对平台的信任，因而质疑平台、平台供应商和其产品，最后产生恶性循环。

几乎每家公司都收到过来自客户的投诉，因此，处理客户投诉的妥善与否是决定一家公司能不能成功

的重要因素之一。若能妥善解决客户的投诉，必然可以提高顾客对该品牌的忠诚度以及进一步完善自己的品牌；反之，若顾客的投诉得不到合理的解决，则会影响公司声誉，失去宝贵的客源，并损失公司的效益。因此，理解妥善解决客户投诉所能带来的好处和这样做的目的会帮助公司发展并运作一套健全的投诉处理体系。维系客户一家公司若能以积极态度去解决客户的投诉，便是为自己赢得了提高顾客忠诚度的机会。因为在解决的过程中，公司通过花费时间去倾听客户的产品使用体验并寻求安抚客户的有效解决办法，让顾客感受到了公司的诚意。虽然维系客户是许多公司的重要目标，但事实运作中，一些公司却更乐意花费重金开展营销策略来吸引新客户，而不愿花更少的钱去留住已有的客户群。保持声誉妥善解决客户投诉的另外一个目的是为了保持公司的良好声誉。现实中，最有效的广告方式之一是通过人们口碑介绍。倘若一家公司将妥善处理顾客的投诉放在第一位，人们就会口口相传该公司的积极处理态度，反之亦然。公司的声誉是能为企业增值的无形资产。坚守底线若顾客的投诉得不到妥善解决，则很可能会给公司带来经济负担。假如某客户影响了公司的盈利，公司必须要在维系还是失去该客户之间做出选择。为了避免对公司造成经济损失而不得不放弃客户的情况，是存在的。例如，在公司几次尝试弥补但客户仍不断投诉的时候，公司就应该考虑主动失去该客户鼓励改进妥善解决客户投诉也可以让公司发现自己的不足之处。若某一产品或服务未能达到客户的预期，公司可以再度对该产品和服务做出评估并加以改进。当顾客的投诉得到快速解决时，他们就不会把自己投诉过的问题告诉身边的人。而另一方面，公司也通过此次投诉认识了到自己存在的问题并及时纠正，从而避免了遭到更多的同类投诉甚至失去客户，这样就可以维系住自己的客户群。NewWordsrefund/ˈri:fʌnd/n.1togivesbtheirmoneyback,especiallybecausetheyhavepaidtoomuchorbecausetheyarenotsatisfiedwithsththeybought退还；退（款）；偿付e.g.I)Takethegoodsbacktoyourretailerwhowillrefundyouthepurchaseprice.将商品退还给零售商，他们会按原价退款。

II)Weguaranteetorefundyourmoneyifyouarenotdelightedwithyourpurchase.若您对所购商品不满意，我们保证退款。2detain/dɪˈteɪn/v.tokeepsbinanofficialplace,suchasapolicestation,aprisonorahospital,andpreventthemfromleaving拘留；扣押e.g.I)Onemanhasbeendetainedforquestioning.一个男人被拘留审问。

II)Theactallowspolicetodetainasuspectforupto48hours.该法令允许警方将犯罪嫌疑人最多扣押48小时。3restriction/rɪˈstrɪkʃn/n.aruleorlawthatlimitswhatyoucandoorwhatcanhappen限制规定；限制法规e.g.I)Therearenorestrictionsontheamountofmoneyyoucanwithdraw.取款没有限额。

II)Thereisnorestrictiononthenumberofproductpurchasing.产品购买数量没有限制。4counterfeit/ˈkaʊntəfɪt/adj.(ofmoneyandgoodsforsale)madetolookexactlylikesthinordertotrickpeopleintothinkingthattheyaregettingtherealthing伪造的；仿造的；假冒的e.g.I)Counterfeitproductshurtconsumers,retailersandmanufacturers.假冒产品伤害了消费者、零售商和制造商。

II)Sellingcounterfeitgoodsthroughe-commerceplatformsisaseriousproblem.通过电子商务平台销售假冒商品是一个严重的问题。5prohibit/prəˈhɪbɪt/v.tostopsthfrombeingdoneorusedespeciallybylaw（尤指以法令）禁止e.g.I)Thesaleoffakegoodsisprohibited.卖假货是禁止的。

II)Cross-bordere-commerceplatformsprohibitthesaleofintangiblegoods.跨境电商平台禁止出售无形商品。6impact/ˈɪmpækt/n.thepowerfuleffectthatsthhasonsb/sth巨大影响；强大作用e.g.I)Thespecificimpactofthegreenhouseeffectisunknowable.温室效应的具体影响是不可知的。

II)Thechangewillhaveahugeimpactontheinvestors.这个改变将对投资者产生巨大影响。7implement/ˈɪmplɪment/v.tomakesththathasbeenofficiallydecidedstarttohappenorbeused使生效；贯彻；执行；实施e.g.I)Leadershipisabouttheabilitytoimplementchange.领导力是关于实施变革的能力。

II)Thereportsetsoutstrictinspectionprocedurestoensurethattheplanisproperlyimplemented.报告设置了严格的检查程序，以确保计划的正确实施。8appease/əˈpi:z/vtomakesbcalmerorlessangrybygivingthemwhattheywant安抚；抚慰e.g.I)Itriedtoappeasethembyofferingtoreplacetheproductwithabrand-newone.我试图用一款全新的产品取代这个产品以安抚他们。

II)Hetriedhisbesttoappeasetheangrycustomerbygivinghimagift.他尽最大努力以礼物安抚生气的客户。9priority/praɪˈɒrəti/n.somethingthatyouthinkismoreimportantthanotherthingsandshouldbedealtwithfirst优先事项；最重要的事；首要事情e.g.I)Educationisatoppriority.教育是头等大事。

II)Theschoolwillgiveprioritytoimprovetheteachers’internationallevel.学校将优先提高教师的国际化水平。10intangible/ɪnˈtændʒəbl/adj.thatexistsbutthatisdifficulttodescribe,understandormeasure难以形容（或理解）的；不易度量的；［商］无形的e.g.I)Stocksandbondsareintangibleproperty.股票和债券是无形财产。

II)Theintangibleassetsaremoreimportantinthetotalassetsofenterpriseswiththedevelopmentofeconomy.随着经济的发展，无形资产在企业总资产中占有越来越重要的地位。11profitability/ˌprɒfɪtə'bɪləti/n.thequalityofaffordinggainorbenefitorprofit获利（状况）;盈利（情况）e.g.I)Changesweremadeinoperatingmethodsinanefforttoincreaseprofitability.为了提高盈利能力，经营方式发生了改变。

II)Marketshareandprofitabilityhavebothdeclinedsincethen.此后市场份额和盈利能力双双下滑。12rectify/ˈrektɪfaɪ/v.toputrightsththatiswrong矫正；纠正；改正e.g.I)Thatmistakecouldhavebeenrectifiedwithin28days.那个错误可能在28天内得到纠正。

II)Insteadofblamingourselves,weshouldtrytofindoutwhatweneedtorectify.与其责备自己，我们应该试着找出需要改正的地方。Phrases&Expressions1e.g.I)Iwasn’tqualifiedtoapplyforthejobreallybutIgotitanyhow.我确实没有资格申请这份工作，但我还是得到了它。

II)WhatqualificationshouldIpossessinordertoapplyforthismajor?要申请这个专业，我需要具备哪些资格？applyfor申请2e.g.I)SomecompaniesaretakingadvantageofatoolcalledcustomsdetentiontostopinfringinggoodsfromenteringtheEuropeanUnion.一些公司正在利用海关扣押这种手段来阻止侵权货物进入欧盟。

II)Customsdetentionmeanstheproductsaredetainedbythecustomsbeforeenteringthecountry.海关扣押是指产品在进境前被海关扣留。customsdetention海关扣押3e.g.I)Heseemstobereluctanttocooperatewithus.他似乎不愿意与我们合作。

II)Theproblemisthatyouarereluctanttoapologizetoyourcustomer.问题是你不愿意向客户道歉。bereluctantto不愿意；不情愿4e.g.I)Manypeoplegetcaughtinaviciouscircleofdietingandweightgain.许多人陷入节食和体重增加的恶性循环中。

II)Thegovernmentaimstobreaktheviciouscirclebetweenpovertyandcrime.政府力图打破贫困和犯罪之间的恶性循环。viciouscircle恶性循环5e.g.I)Theirrecommendationswillbecriticaltomyfinaldecision.他们的建议对我的最终决定至关重要。

II)Areasonablestrategywillbecriticaltoyourcompany’sfuturedevelopment.合理的战略将对公司未来的发展至关重要。becriticalto至关重要6e.g.I)Thispriceisalreadyatourbottomline,andwecan’tconcedeanymore.这个价格已经是我们的底线，我们不能再让步了。

II)Trademarkviolationscanhurtabusiness’reputation,anditsbottomline.商标侵权会损害一家企业的声誉，打破其底线。bottomline底线；最低条件7e.g.I)Heattemptedtotakecontrolofthecompany.他试图控制这家公司。

II)Iwillattempttoanswerallyourquestions.我将努力回答您的所有问题。attemptto尝试；企图；试图做某事Task1Workinpairs.Readtheabovepassageandanswerthefollowingquestions.1

Whyaresomegoodsdetainedattheimportingcountry’scustomsaccordingtothepassage?Themainreasonsareasfollows:theimportingcountryhasrestrictionsonimportedgoods;buyersarereluctanttopaycustomsclearancefees;goodsontheorderarefake,counterfeit,orprohibited;thedeclaredvalueandtheactualvalueofthegoodsdonotmatch;sellercan’tpresenttherelateddocumentsneededbytheimportingcountry;buyercannotpresenttherelateddocumentsneededbytheimportingcountry,etc.Task1Workinpairs.Readtheabovepassageandanswerthefollowingquestions.2

Whatisoneofthemostpowerfulformsofadvertisingmentionedinthepassage?Oneofthemostpowerfulformsofadvertisingisthroughwordofmouth.Whenyourcompanymakesitaprioritytohandlecustomercomplaints,positivenewsisspreadaboutyourcompanythroughwordofmouth.Theoppositeistrueifyourfailtohandlecustomercomplaintsproperly.Thereputationofacompanyisanintangibleassetthatcanaddvaluetotheorganization.Task1Workinpairs.Readtheabovepassageandanswerthefollowingquestions.3

Whatbenefitscansellerhaveduringtheprocessofsettlingcustomer’scomplaint?Settlingcomplaintsallowsorganizationstoseewheretheyneedimprovementanditalsoallowsthecompanytokeepitscustomersbecausetheorganizationrecognizestheproblemandcanmakecorrectionsbeforereceivinganymorecomplaintsorlosingcustomers.Task2Completethefollowingsentenceswiththewordsorphrasesinthebox.Changetheformifnecessary.1Wetookupthistaskasachallengeandanalyzedhowto_________thenewsystem.2Iftheshoesdonotwearwell,thesellerwill_________yourmoney.3Howyoufinanceabusinessis_________tothesuccessofyourventure.4_________medicalproductshavelongbeenathreattopublichealthandpatient’ssafety.impactintangibleimplementcrucialrefundcounterfeitattemptprofitabilityimplementCounterfeitrefundcrucialCompletethefollowingsentenceswiththewordsorphrasesinthebox.Changetheformifnecessary.5Theseller_________toresolvebuyers’complaintsandclaims.6Theinternethasan_________onthelivesofeveryone.7Themarketingconceptrestsonfourpillars:Targetmarket,customerneeds,integratedmarketing,and_________.8Serviceisthemainmissionofthesellerswiththe_________nature.impactintangibleimplementcrucialrefundcounterfeitattemptprofitabilityattemptedintangibleprofitabilityimpactTask3TranslatethefollowingsentencesintoEnglish,usingtheexpressionsinbrackets.1飞机上禁止使用手机。(prohibit)

————————————————————————————————2顾客如不满意可以全额退款。(refund)————————————————————————————————3我们的头等大事是提高经济水平。(priority)————————————————————————————————Itisprohibitedtousemobilephoneontheplane.Ourfirstpriorityistoimprovestandards.Dissatisfied

customers

can

return

the

product

for

a

full

refund.TranslatethefollowingsentencesintoEnglish,usingtheexpressionsinbrackets.4我们认识到自己的错误就应尽快改正。(rectify)————————————————————————————————5进口商不愿意降价。(bereluctantto)—————————————————————————————————————6赢得这份合同对这家公司的成败至关重要。(crucial)——————————————————————————————————Once

we

get

to

realize

our

mistakes,

we

should

rectify

them

as

soon

as

possible.Winningthiscontractiscrucialtothesuccessofthecompany.Theimporterisreluctanttoreducetheprice.Chapter1PARTTHREE/Mini-Project03各大跨境电商平台交易中经常会发生各种各样的纠纷，当买家投诉没有得到卖家的响应，或卖家不能有效处理买家投诉时，买家很可能会将买卖纠纷升级为平台纠纷。虽然纠纷让卖家感到棘手，但是大部分卖家都愿意了解买家投诉的原因，因为买家投诉让卖家有机会调查、解释并弥补错误。买家在交易中提起的投诉或纠纷一般有两类：一类是买家未收到货物而产生的纠纷，俗称未收到货；另一类是买家收到货物，但货物与约定不符导致的纠纷，俗称货不对版。卖家在应对不满意、不高兴的买家时，请记住收到投诉信后要立即予以回复，应态度诚恳、措辞得体、语气恰如其分。如果不能给予圆满的答复，要向对方说明此事正在调查，承诺调查后会给予回复并给出时限。在回复投诉信时，高明的卖家会感谢买家的投诉，表示赞同买家的观点并且就发生的事情表示歉意，说明采取了哪些措施来解决问题，最好送给买家一份小礼物或代金券。Chapter1未收到货Sample1 关于卖家未发货的投诉与回复投诉DearSirs,Iamgreatlyregrettedthatitisnecessarytocomplainaboutthenon-deliveryoftheproductIboughtfromyourstoreonOctober3rd.Inthepreviouscommunication,theimportanceofpromptdeliveryhasbeenstressed.Failuretoreceivetheproductontimeiscausinggreatinconveniencetome.I,therefore,believethatyouwilllookintothematterimmediatelyandletmeknowwhenmyproductcanbedelivered.Yoursfaithfully,×××这位买家显然对于卖家未发货非常不满。这时唯有婉转、得体的回复才能维护卖家与买家之间的良好关系。在下面这封回复函中，卖家充分表达了对买家的理解，并解释造成未发货的原因是节假日，并提出已经采取了补救措施，态度务实而友好。如遇到重大节假日，建议卖家在店铺首页和产品详情页增加相关提示，如发货期会因节假日有所延长的信息，以避免因误会而引起买家投诉。Sample1 关于卖家未发货的投诉与回复Dear×××,Thankyouforyourmessage,andIquiteunderstandyourannoyanceatthedelayindelivery.Idoapologizeforthis,andIamgladyoubroughtittomyattention.Wehada5dayoffthisweek.Afterholiday,wemustdealwithlargeamountsoforders,sothatlotsofparcelshadnotbeendeliveredintime.Ihavepassedthedetailstothedepartmentconcerned.Theyaredeliveringyourproductimmediately.IamsureyouwillreceiveyourproductnolaterthanOctober10th.Onceagain,I’msorryfortheinconvenience.Yourssincerely,×××回复Sample2 关于物流延误的投诉与回复投诉DearSirs,OnNovember27th,Iplacedanorderformicrowaveoven,butuntilnowIhaven’treceivedit,soIamwonderingifmyorderhasbeenoverlooked.Ihopetohearfromyousoon.买家下单付款后都希望能尽快收到货物，但由于国际物流过程中往往有很多不确定因素，如海关问题、关税问题、派送转运等，难免会产生包裹清关延误、派送超时甚至包裹丢失等情况。在下面这封回复函中，卖家首先对买家未收到货表示抱歉，但紧接着告知买家货物的运单号、订单跟踪网址以及预计到达时间。这样不仅能避免物品被退回，更能打消买家顾虑，使买家体会到卖家的用心服务。Sample2 关于物流延误的投诉与回复Dear×××,Thanksforyourmessage.Itisapitytohearthatyouhaven’treceivedyourparcel.ForyourorderjustnowIcheckedourshippingrecordthatthetrackingnumberforyourparcelis××××××,andwesentitoutonNovember29th.Youcouldtrackitonhttp://www..Willyoupleasekindlywaitfortwoorthreedays?Ifyoucouldnotreceiveitafterthreedays,pleasedonothesitatetocontactmeagain.Ifso,Iassureyouthatyouwillnotbearanyloss.Iamsorryagainfortheinconveniencebroughttoyou.Bestwishes,×××回复Chapter1货不对版Sample1 关于货物质量问题的投诉与回复投诉DearSirs,IhavereceivedthemicrowaveoventhatIboughtfromyourstoreonDecember1st.WhenIunpackedthemicrowaveovenandtriedtouseit,Ifounditdidn’twork.Inviewofthisinconveniencethatthishascaused,Ifeelyoushouldgivemeareplacementorafullrefund.Ihopetohearfromyousoon.如果买家收到的货物有质量问题，买家有权将货物退回，并由卖家承担运费。因此，卖家在发货前务必对货物进行充分的检测，若发现产品有质量问题应及时联系厂家或上游供应商进行更换，避免因质量问题产生纠纷而造成退换货，毕竟跨境电商交易中退换货的运输成本是极高的。在下面这封回复函中，卖家首先表示了对买家投诉的真切关注，解释可能导致微波炉出现问题的原因，承认自己的过失给买家造成的不便并提出切实可行的解决方案。对于有关质量问题投诉的回复，卖家措辞应特别谨慎并尽一切可能确保买家满意。Sample1 关于货物质量问题的投诉与回复Dear×××,Weareverysorrytohearthatandveryconcernedaboutthis.Sincewedidcarefullychecktheorderandthepackagetomakesureeverythingwasingoodconditionbeforeweshippeditout,wesupposethatthedamagemighthappenduringthetransportation.Anyway,theresponsibilitylieswithus.Willyoupleasekindlyreturnthemicrowaveoventous?Wewillsendyouanewoneimmediatelywhenwereceiveitandreimburseyouforthecostofpostage.Ifyoudon’twanttowaitanylonger,wewillrefundallyourmoneyandgiveyouabigdiscountfornextpurchase.Thanksforyourunderstanding.Bestregards,×××回复Sample2 关于货物材料不符的投诉与回复投诉DearSirs,OnDecember20thIorderedanovercoatundermyordernumber××××××.OnopeningtheparcelreceivedthismorningIfoundthattheovercoatismadeof97%cottonand3%spandex（氨纶）insteadof100%wool.Thematerialistotallydifferentfromwhatyousaid.Iamverydisappointedwithmypurchase.Ilookforwardtoyourpromptreply.在以上这则投诉中，买家显然对购买的大衣出现材质不符感到非常失望。在下面这封回复函中，卖家首先安抚买家并承认自身的错误，同时给出了可以令人信服的理由。最后卖家承诺赠送一条畅销款围巾以表歉意。这个小小的承诺在一定程度上对一些买家可以起到安抚的作用，而对那些不看重物质方面补偿的买家而言，卖家负责诚恳的服务态度对其能起到一定程度的安抚作用。Sample2 关于货物材料不符的投诉与回复Dear×××,Wearesorrytolearnfromyourmessagethatyoufindthematerialoftheovercoatyoureceivednotuptotheonewepromisedbefore.Fromwhatyousayitseemspossiblethatthemistakehasbeenmadeinthedeliveryoftheovercoatsincewehaveanotherovercoatwhichlooksexactlythesameasyoursbutmadeofdifferentmaterial.Wefeelsosorryfortheinconveniencewebroughttoyou.Wewillsendyoutherightonewithinthreedaysandourbest-sellingscarfasagifttoexpressourapology.Wearelookingforwardtoyourreply.Bestregards,×××回复Sample3 关于货物颜色不符的投诉与回复投诉DearSirs,IorderedabluelampwithawhitelampshadeonAugust10thundermyordernumber××××××.OnopeningtheparcelIfoundthatthelampisyellow.HereisthepictureabouttheitemIhavereceived.Ihopetohearfromyousoon.在上述投诉中，买家采用上传产品图片的方式证明该产品颜色不符。在下面这封回复函中，卖家就此事进行积极沟通，告知买家这类情况很少发生，并提出合理的解决方案。虽然问题在于卖家，但若能体贴周到地处理买家投诉也有助于卖家树立良好的形象。Sample3 关于货物颜色不符的投诉与回复Dear×××,It’sapitytolearnthatyoureceivedawrongitem.Ithardlyhappensaswehaveadedicatedpackageteam.However,Iknownothingisimpossible.Wearesosorryfortheinconveniencewebroughttoyou.Wewillresendyoutherightoneorrefundyourmoneyasyouprefer.Weassureyouwillnotbearanyloss.Wearelookingforwardtoyourconfirmationmessage.Bestregards,×××回复Sample4 关于货物短装的投诉与回复投诉DearSirs,ThankyouforyourpromptnessindeliveringthecoffeeweorderedonJuly16thundertheordernumber××××××.However,300bagswerereceivedinsteadof350asstatedinourorder.Weneedtheexplanationfromyou.在上述投诉中，买家抱怨订购了350袋咖啡却只收到了300袋。在下面这封回复函中，卖家在道歉的同时充分感谢客户给予机会解释。接着说明已经安排补发货，并额外多赠送5袋咖啡作为这次货物短装给买家带来不便的补偿。卖家得力的补救措施可以很好地平复买家的怨气。Sample4 关于货物短装的投诉与回复Dear×××,Thankyouforyourmessage.Wedoapologizeforthisandaregladyou’vegivenustheopportunitytoexplain.Wehavearrangedtodelivertheremaining50bagsurgentlyandsentyouextra5bagstoexpressoursincerestapologiesfortheinconveniencewebroughttoyou.Onceagainwe’resorryforthetrouble,andhopeyouarepleasedwiththegoodswhentheyarereceived.Bestwishes,回复Sample5 关于货物包装不当的投诉与回复投诉DearSirs,IboughtacarpetfromyourstoreonJune20thundermyordernumber××××××.WhenIreceivedtheitem,Inoticedthatoneoftheouteredgesofthewrappinghadbeenwornthrough,presumablyasaresultoffrictionintransit.WhenItookoffthewrapping,Ifoundthatthecarpetitselfwassoiledandslightlyfrayedattheedge.Inviewoftheconditionofthepresentcarpet,I’dliketoclaimapartialrefundof30%.Ifyoucannotdothis,Ishallhavetoreturnthecarpetforreplacement.Ihopetohearfromyousoon.针对上述因包装不当导致的买家投诉，卖家向买家致歉的同时，详细地告诉买家其采用的包装方式，以期让买家理解他们已为确保货物完好做出了不懈努力。站在买家的立场，卖家同意给予买家部分退款，此举有助于增进买家的好感。Sample5 关于货物包装不当的投诉与回复Dear×××,Iamsorrytohearthatthiscarpetwasdamagedondelivery.Ourcarpetwasfirstwrappedinheavyoiledwaterproofpaperandtheninadoublethicknessofjutecanvas.Undernormalconditionsthisshouldhavebeenenoughprotection.However,theremightbesomethingunpredictablehappenedduringthedeliveryandcausedtheunwanteddamage.Weagreetothepartialrefundof30%whichyousuggest.