跨境基础及电商1Chapter 2- Payment

Chapter2跨境电商实用英语Chapter2Payment03Mini-Project02PassageReading01Warming-up目录CONTENSTAfterstudyingthischapter,youareexpectedto:AcquirebasicknowledgeaboutdifferentmethodsofpaymentonCross-borderE-commerceplatformsLearntherelativewordsandexpressionsUnderstandthesecurityinsuranceofonlinepaymentDevelopastandardandrigorousworkstyleLearningGoalsChapter2PARTONE/Warming-up01TaskWorkingroups.Lookatwhatthefollowingpeoplesayordoandexpressyourownopinionswithyourgroupmembers.Trytorelatetoyourpersonalexperience.Markhasneverboughtanythingfromanonlineshopbecauseheisworriedaboutthesafetyofmakingthepaymentonline.OneofthereasonswhypeopletendtochoosePayPalisduetoitscharacteristicsofcapitalsecurity,speed,convenienceandwidercoverage.ABChapter2PARTTWO/PassageReading02PaymentOrderpaymentservesastheindispensablekeypartthroughoutCross-borderE-commerce,coveringbothonlineandofflineapproach.Offlinebankapproachisessentiallythesameastheoriginalpaymentininternationaltrade,exceptthattheplatformofbusinessshiftsfromofflineexhibitionstoB2B(A,MadeinChina,Globalsourcesetc.)andB2Cwebsites(AliExpress,eBay,Amazonetc.).OfflinepaymentmethodsincludeCash,LetterofCredit(L/C),PaymentonDelivery,WesternUnionTransferandDocumentaryCollectionaswellasDocumentsagainstPayment(D/P),Installment,PaymentonCreditandDeferredPayment,amongwhichthefirstfouraregenerallythemainoptions.Comparatively,onlineapproachmainlyreferstothepaymentmodelofE-accounttoE-account,touchinguponsuchmethodsasAlipay,Paypal,MoneyBookersandGoogleCheckout,etc.SomebuyersthatarenewtoonlineshoppingmayturnouttobenotfamiliarwiththepaymentproceduresofCross-borderE-commerceplatforms,andthusfailtocompletetheorderafterinitiatingone.Inthiscase,sellersshouldgivein-timecommunicationandpatientexplanationtorelatedquestions.Meanwhile,suppliersshouldcontactpurchaserstofirstofallthanktheirsupport,alsotoenquireofanypossibleproblemsoccurredintheprocessofpaymentandinformthemoftheproceduresandofferhelpaccordingly,whensomeunpaidordersespeciallythoserepeatedonesfromonebuyerarespotted.Thoughmostofthebuyersareabletoseethroughthisprocess,somestillmayhavepaymentfailureaftermultipleattempts.Therefore,whenaskedforassistance,sellersshallletbuyersknowpotentialreasonsforthefailureandhelpthemthroughthepaymenttofinallywintheorderback.Additionally,somemayhavenocluetousetheshoppingcarttocombinethepurchasingandpaymentforvarioustypesofproductsinonestore,whichleadstotheinconvenienceonbothsidescausedbyredundantordersfromonebuyer.Inthissense,sellersshallguidethemtoreasonablyusethecartandtoincorporatetheorderpayments.Somebuyersmayhesitatetomakeordersduetothedoubtsoverthesecurityofcross-borderonlinepayment.Forthose,sellersshalldispeltheirconcernandboosttheirtrustbytellingthemthesecurityinsuranceofonlinepayment.Forexample,SecurePaymentofAaimstoprovideasafepaymentserviceforallpartiesengagedininternationaltrade.Bypartneringwithanindependentonlinepaymentplatform(Alipay),SecurePaymentprovidessecuritytoonlinepaymentandtoonlinetransactionforbothbuyersandsuppliers,andalsoitensuresmoneydisputeresolution.Efficienttransactionisrealizedherebysupportingdraftingfreightorder,onlinewholesalingandtradingaswellasonlineorderingofpurchasers,withreal-timeorderprocessavailableoverplatformof.SecurePaymentalsooffersdiversepaymentmethodsascreditcards,WesternUnionandbanktransferstoguaranteetheconvenientpaymentforbuyers.AnothertypicalexampleisPayPal.EstablishedinDecember1998byPeterThielandMaxLevchin,PayPalisaninternetserviceproviderdedicatedtoenablebothindividualsandbusinessestorealizeprotected,simpleandconvenientonlinepaymentaswellascollectionviaemailaddress.TheonlineelectronicaccountlaunchedbyPayPalhasdramaticallyreducedtherateofinternetfraud,rankingitselfoneofthesafestcounterparts.Currently,PayPalhasboastedtherecognitionandtheelectronicpaymentchoiceofmorethan90%sellersandover85%buyersinvolvedintransnationaltrade.支付

订单的支付是整个跨境电商交易中不可缺少的关键环节。跨境支付分成线上支付和线下支付。线下银行支付和原有的国际贸易的支付基本一样，只是贸易平台不在线下等各大展会，而在B2B和B2C平台上。例如：阿里巴巴、中国制造、环球资源等B2B平台，速卖通、eBay、亚马逊等B2C平台。它们支付方式有：现金支付、信用证支付、交货付款、西联汇款、跟单托收、付款交单、分期付款、信用证付款和延期付款。我们通常情况下会使用：现金支付、信用证支付、交货付款、西联汇款为主的支付方式。

跨境电商线上付款主要是电子账户对电子账户模式。主要有Alipay、PayPal、MoneyBookers、Googlecheckout等等。

有些刚接触网购的买家对于跨境电商平台的在线支付操作流程比较陌生，在下单后无法顺利完成订单支付，此时卖家应及时沟通并耐心解答相关的支付问题。当卖家发现一些未付款订单尤其是来自同一买家的多条未付款订单时，卖家应主动联系买家，感谢买家下单，询问是否遇到支付问题并告知支付流程，提供相应的帮助。支付

大多数买家都能顺利完成支付，但也存在部分买家尝试多次支付却失败的情况。当买家向卖家提出求助时，卖家应告知其支付失败的可能原因，帮助买家顺利完成支付，争取订单。此外，有些买家不知道如何运用购物车完成同一店铺的多种产品购买，实现合并支付，导致同一买家多条订单，这给买卖双方都造成不便。卖家可以主动引导买家合理运用购物车，或是引导其完成订单的合并支付。

部分买家会担心跨境线上支付的安全性而犹豫下单。碰到对在线支付安全性有疑虑的买家，卖家应主动告知买家在线支付的安全保障，打消买家顾虑，增强买家对商家的信任度。

例如：“Securepayment”是阿里巴巴国际站针对国际贸易提供交易资金安全保障的服务，它联合第三方支付平台Alipay提供在线上交易资金支付的安全保障，同时保护买卖家从事在线交易，并解决交易资金纠纷问题。该服务可实现快速交易，支持起草快递订单、在线批发、在线交易、买家线上下单，通过阿里巴巴后台可实时查看订单进展。“Securepayment”支持信用卡、西联、银行汇款多种支付方式，方便买家支付。

又如另一个典型的例子，“PayPal”。PayPal是1998年12月由PeterThiel及MaxLevchin建立的互联网服务商。致力于让个人或企业通过电子邮件，安全、简单、便捷地实现在线付款和收款。PayPal账户是PayPal公司推出的最安全的网络电子账户，使用它可以有效降低网络欺诈的发生。目前，在跨国交易中超过90%的卖家和超过85%的买家认可并使用PayPal电子支付业务。NewWordsindispensable/ˌɪndɪˈspensəbl/adj.1tooimportanttobewithout不可或缺的；必不可少的e.g.I)Theinternethasbecomeanindispensablepartinpeople’slife.互联网已经成为人们生活中不可或缺的一部分。

II)Anintelligentcomputerwillbeanindispensablediagnostictoolfordoctors.智能计算机将成为医生不可或缺的诊断工具。2original/əˈrɪdʒənl/adj.existingatthebeginningofaparticularperiod,processoractivity原来的；起初的；最早的e.g.I)We’vealteredtheoriginalplantosomeextent.我们在某种程度上改变了原计划。

II)Iboughtthecoatasitwasconsiderablyreducedfromitsoriginalprice.我买了这件外套，因为它比原价便宜很多。3option/ˈɒpʃn/n.somethingthatyoucanchoosetohaveordo;thefreedomtochoosewhatyoudo可选择的事物；选择；选择权；选择的自由e.g.I)Cooperationwasmorethanjustanattractiveoption,itwasanobligation.合作不仅是一种有吸引力的选择，也是一种责任。

II)Hewasleftwithnooptionbuttoresign.他除了辞职外别无选择。4comparatively/kəmˈpærətɪvli/adv.ascomparedtosth/sbelse比较上；相对地e.g.I)Theunitiscomparativelyeasytoinstallandoperate.该装置相对容易安装而且操作便捷。

II)Weprefertoworkwithacomparativelysmallnumberofcolleagues.我们喜欢与数量相对较少的同事一起工作。5procedure/prəˈsi:dʒə(r)/n.

awayofdoingsth,especiallytheusualorcorrectway（正常）程序；手续；步骤e.g.I)Heisfamiliarwithexportprocedure.他熟悉出口手续。

II)Heminutedtheprocedureofthemeeting.他做了会议议程的记录。6initiate/ɪˈnɪʃieɪt/v.tomakesthbegin开始；发起；创始e.g.I)Thegovernmenthasinitiatedaprogramofeconomicreform.政府已经启动了一项经济改革计划。

II)Theywantedtoinitiateadiscussiononeconomics.他们想发起一次关于经济学的讨论。7accordingly/əˈkɔ:dɪŋli/adv.inawaythatisappropriatetowhathasbeendoneorsaidinaparticularsituation依据；相应地e.g.I)Itisadifficultjobandtheyshouldbepaidaccordingly.这是一份棘手的工作，他们理应得到相应的报酬。

II)Astheeconomydevelops,thelivingconditionsofthepeoplehavebeenimprovedaccordingly.随着经济的发展，人民的生活条件得到了相应的改善。8spot/spɒt/v.toseeornoticeapersonorthing,especiallysuddenlyorwhenitisnoteasytodoso看见；看出；注意到；发现e.g.I)Ifinallyspottedmyfriendinthecrowd.我终于在人群中看见了我的朋友。

II)Themanagerfailedtospottheerror.经理没能发现这个错误。9redundant/rɪˈdʌndənt/adj.notneededoruseful多余的；不需要的e.g.I)Thiswordisredundant,itcanbeleftout.这个字是多余的，可以去掉。

II)Thepicturehastoomuchredundantdetail.这幅画有太多冗余细节。10incorporate/ɪnˈkɔ:pəreɪt/v.toincludesthsothatitformsapartofsth将……包含在内；包含；吸收；使并入e.g.I)Manyofyoursuggestionshavebeenincorporatedintheplan.你的很多建议已被纳入计划中。

II)Thenewcardesignincorporatesallthelatestsafetyfeatures.新车设计融合了所有最新的安全功能。11hesitate/ˈhezɪteɪt/v.tobeslowtospeakoractbecauseyoufeeluncertainornervous（对某事）犹豫；迟疑不决e.g.I)Don’thesitatetomakecommentsorsuggestionsifyouhaveany.如果你有任何意见或建议，请不要犹豫。

II)Donothesitatetolaughatanythingyoufindamusing.只要觉得好笑就尽管笑。12dispel/dɪˈspel/v.tomakesth,especiallyafeelingorbelief,goawayordisappear驱散；消除（尤指感觉或信仰）e.g.I)Hisspeechdispelledanyfearsabouthishealth.他的发言消除了人们对他身体健康的担心。

II)Thepresidentisattemptingtodispelthenotionthathehasneglectedtheeconomy.总统正试图消除他忽视了经济这一想法。13available/əˈveɪləbl/adj.(ofthings)thatyoucanget,buyorfind可获得的；可购得的；可找到的e.g.I)Newtypesofmulti-taskingsoftwarearenowavailable.新型多任务处理软件现已上市。

II)Awiderangeofcolorsandpatternsareavailable.各种颜色和样式都有。14fraud/frɔ:d/n.thecrimeofcheatingsbinordertogetmoneyorgoodsillegally欺诈罪；欺骗罪e.g.I)Therewasevidenceofmassivefraud.有证据表明存在大规模欺诈行为。

II)Shewaschargedwithcreditcardfraud.她被指控信用卡欺诈。15counterpart/ˈkɑuntəpa:t/n.apersonorthingthathasthesamepositionorfunctionassb/sthelseinadifferentplaceorsituation 职位（或作用）相当的人；对应的事物e.g.I)TheForeignMinisterheldtalkswithhisChinesecounterpart.（该国）外交部长与中国外长举行了会谈。

II)Thewomen’sshoes,liketheirmen’scounterpart,arespecificallydesignedfortennisplayer.与同类男式鞋一样，这种女式鞋是专为从事网球运动的人设计的。ProperNames1LetterofCredit(L/C）信用证2PaymentonDelivery交货付款3WesternUnionTransfer西联汇款4DocumentaryCollection跟单托收ProperNames5DocumentsagainstPayment(D/P)付款交单6Installment分期付款7PaymentonCredit记账8DeferredPayment延期付款Phrases&Expressions1e.g.I)Hevolunteeredtoserveasthemanagerofourdepartmentstore.他自荐当我们百货公司的经理。

II)Theyserveasadirectbridgebetweenmanufacturesandconsumers.他们是制造商和消费者之间的直接桥梁。serveas充当；担任2e.g.I)Thedamageishardtoavoidintheprocessoflongdistancetransport.长途运输过程中的破损难以避免。

II)Theyareintheprocessofresolvingalltheunsettledissues.他们正在着手解决所有悬而未决的问题。intheprocessof在……过程中3e.g.I)Theyengageinthestudyofeconomics.他们从事经济学研究。

II)Graduateshaveachancetoengageinstartingtheirownbusinesses.毕业生有机会自主创业。engagein经营；参加；从事；忙于4e.g.I)Hiswholeenergiesarededicatedtoimprovethedesign.他的全部精力都致力于改进那个设计。

II)Chinawillcontinuetobededicatedtointernationalcooperationinthisarea.中国将继续致力于在该领域的国际合作。dedicatedto献给5e.g.I)Myjobinvolveinthedevelopmentofsoftware.我的工作涉及软件开发。

II)Everyoneshouldinvolveintheprotectionofenvironment.每个人都应该参与环境保护。involvein参与；涉及；卷入Task1Workinpairs.Readtheabovepassageandanswerthefollowingquestions.1

Canyoulistsomeofflinepaymentmethods?OfflinepaymentmethodsincludeCash,LetterofCredit(L/C),PaymentonDelivery,WesternUnionTransferandDocumentaryCollectionaswellasDocumentsagainstPayment(D/P),Installment,PaymentonCreditandDeferredPayment.Task1Workinpairs.Readtheabovepassageandanswerthefollowingquestions.2

Whatshouldsellersdoiftheyfindthatbuyercan’tusetheshoppingcarttocombinethepurchasingandpayment?Sellersshouldguidethebuyertoreasonablyusethecartandtoincorporatetheorderpayments.Task1Workinpairs.Readtheabovepassageandanswerthefollowingquestions.3

What’sthefunctionof“SecurePayment”onA?Bypartneringwithanindependentonlinepaymentplatform(Alipay),SecurePaymentprovidessecuritytoonlinepaymentandtoonlinetransactionforbothbuyersandsuppliers,andalsoitensuresmoneydisputeresolution.Task2Completethefollowingsentenceswiththewordsorphrasesinthebox.Changetheformifnecessary.1

Studentshavethe_________ofstudyingabroadintheirsecondyear.2

Allemployees_________sales,operations,andfinance.3

Thefamilyisthe_________partintheprocessofthedevelopmentandconstructionof

humansociety.4

Ibelievehewasanhonourableman,_________thepeopleandhiscareer.originalengageinoptionavailablededicatedtocomparativelyindispensableprocedureoptiondedicated

toindispensableengage

inCompletethefollowingsentenceswiththewordsorphrasesinthebox.Changetheformifnecessary.5

Whenyouhavefilledinthequestionnaire,copyitandsendthe_________onetoyouremployer.6

Cheapgoodsare_________，butnotinsufficientquantitiestosatisfydemand.7

Managementofcustomerserviceisaninterestingand_________newareaofstudy.8

PoliceinsistthatMichaeldidnotfollowthecorrect_________inapplyingforavisa.originalengageinoptionavailablededicatedtocomparativelyindispensableprocedureoriginalprocedurecomparativelyavailableTask3TranslatethefollowingsentencesintoEnglish,usingtheexpressionsinbrackets.1我们在设计中纳入了所有最新的安装设置。(incorporate)

————————————————————————————————2智能手机已成为人们生活中不可或缺的一部分。(indispensable)————————————————————————————————3我们别无选择，只有放弃这次会面。(option)————————————————————————————————Wehaveincorporatedallthelatestsafetyfeaturesintothedesign.Thesmartmobilephonehasbecomeanindispensablepartinpeople’slife.

We

had

no

option

but

to

abandon

the

meeting.TranslatethefollowingsentencesintoEnglish,usingtheexpressionsinbrackets.4如果遇到困难，请尽管与我们的客户服务部联系。(hesitate)————————————————————————————————5我们致力于提供给每个客户“可信赖的产品和有价值的服务”。(dedicatedto)—————————————————————————————————————6我们希望制造商能注意到这些结果，并对其产品做出相应的改进。(accordingly)——————————————————————————————————In

the

event

of

difficulties,

please

do

not

hesitate

to

contact

our

CustomerService

Department.We

are

dedicated

to

provide

all

of

our

customers

with

reliable

productsandvaluable

Services.We

hope

that

manufacturers

will

take

note

of

the

findings

and

improve

theirproducts

accordingly.Chapter2PARTTHREE/Mini-Project03在日常的跨境电商交易中，卖家经常会遇到一些买家因不熟悉支付方式、不了解支付流程甚至支付失败而进行咨询。卖家应给予其专业的回复，做到语言清晰准确，及时帮助买家完成订单支付。此外，还有一些买家下单后因为产品价格过高、物流时间太长等原因而犹豫是否付款。针对这种犹豫不决的买家，卖家可以稍做提醒，简单概括产品的特点和优点，增强买家对产品的信心，甚至可以以库存紧张或促销即将结束为由给买家留言。Sample1 关于支付流程的询问和回复询问Hi,IaminterestedinyourhandmadevaseandIwishtobuyone.Couldyoupleaseassistmeinhowtopayformypurchase?Thankyou！×××在以下回复函中，卖家对如何支付订单进行了详细说明。买家可以在订单列表中选中要支付的订单，点击“支付”按钮，在跳出的页面中选择中意的付款方式。平台支持Visa

卡、万事达卡、借记卡、西联汇款和银行汇款。Sample1 关于支付流程的询问和回复Hi×××,Thankyouforyourinterestinourvases.Youcanselecttheorderandclickthe“PayNow”button.Chooseyourpreferredpaymentmethodonthecheckoutpage.TheplatformsupportsVisa,Mastercard,MaestroDebitCard,WesternUnion,andwritetransferviabanks.PleaseletmeknowifIcanbeoffurtherassistance.Thanksagain.Lookingforwardtohearingfromyousoon.Bestwishes，×××回复Sample2 关于合并支付的询问和回复询问Hi,Iamimpressedbythechildren’stoyssuppliedinyourstore.IwanttobuyaBarbiedoll,acontrolcarandawatergun.ButIdon’tknowhowtoplaceoneorderfortheseitems.Wouldyoupleasetellmehowtodo?以上买家欲在店铺中购买多样儿童玩具，但不知道如何完成订单的合并支付。在这种情况下，卖家应引导买家进行正确的操作，先将感兴趣的产品放入购物车，点击“购买”，提醒买家先不要立即付款，等待卖家更改价格，刷新页面后继续完成支付。Sample2 关于合并支付的询问和回复Dearfriend,Thankyouforyourinterestinourchildren’stoys.Ourtoysareexcellentinqualityandlowinprice.Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick“AddtoCart”button,thenclick“BuyNow”button,andcheckyouraddressandorderdetailscarefullybeforeclicking“Submit”button.Afterthat,pleaseinformme,andIwillcutdownthepricetoUSD×××.Thenyoucanrefreshthepagetocontinueyourpayment.Thankyouverymuch.Bestregards,×××回复Sample3 关于支付失败的询问和回复询问Hello,Iwanttoorder50bagsofmilkteafromyourstore.IamreadytopayandIhavetriedforseveraltimes,butitfailed.Iamreallyconfusedandneedyourhelp.卖家收到买家订单支付失败的求助消息后，可以列举一些可能导致支付失败的原因以帮助买家顺利完成支付，争取订单。卖家用心的服务是打动买家并树立良好口碑的关键。Sample3 关于支付失败的询问和回复Dearfriend,Thankyouforyourinterestinourproducts.Ifyourpaymentfortheorderhasfailed,pleasecheckitisnotduetothefollowingsituations:Cardsecuritycodefailed;insufficientfund;exceedlimit;the3DSecureCodefailed;verificationfailed.Pleasefeelfreetocontactmeifyouhaveanyfurtherquestions.Bestregards,×××回复Sample4 给下单未支付客户的留言留言Dearfriend,Wehavegotyourorder.Butitseemsthattheorderisstillunpaid.Theitemyouchoseisofhighqualitywithcompetitiveprice.IfthereisanythingIcanhelpwiththeprice,size,shipmentetc.,pleasefeelfreetocontactus.Afterthepaymentisconfirmed,Iwillprocesstheorderandshipitoutassoonaspossible.Thankyou！Bestregards,×××如果客户觉得价格偏高而在支付时犹豫，卖家可以适当调整价格。注意在调整价格时，卖家务必给出合适的理由，如调价只有3天等。针对部分已下单却未付款的客户，卖家应及时跟进并了解客户未付款的原因。用专业的素养和诚恳的态度打消客户的种种犹豫。Sample4 给下单未支付客户的留言Dear×××,Thankyouforyourorder.Pleasenotethatthereareonly3dayslefttoget10%offbymakingpayment.Theearlieryoupay,thesoonerwewillshiptheproducttoyou.Besides,Iwillsendyouagifttoshowmyappreciation.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactwithus.Bestregards,×××针对部分犹豫的买家，卖家可以以产品库存不多为由，提醒买家尽快付款，否则有可能会断货，买不到其想买的产品。留言Sample4 给下单未支付客户的留言Dear×××,Thankyouforyourorder.Wenoticedthatyouhaven’tfinishedthepaymentfortheorderyet.Youhaveselectedthebest-sellingproductinourstore.Wewouldliketoinformyouthatthisproductmaybesoldoutsoonsinceitisverypopularforitsfashionabledesignandcompetitiveprice.Wewilldeliveryourorderwithin24hoursonceyourpaymentisconfirmed.Ifyouhaveanyquestions,pleasefeelfreetoletusknow.Bestregards,×××留言Sample5 给资金未通过风控审核的客户的留言留言Dearfriend,IamsorrytotellyouthatyourorderhasbeencancelledbecauseyourcreditcardhasnotbeenapprovedbyAliExpress.Ifyoustillwanttheitem,youcanmakeaneworderandyoucanpaythroughWesternUnion,T/Torotherwaystoo.Bestregards,×××买家下单后，全球速卖通风控部门会在24小时内对买家的资金进行审核。如果买家因资金来源有问题而未通过风控部门的审核，平台会关闭交易，这时卖