跨境基础及电商1Chapter 5- Shipment and Delivery

Chapter5跨境电商实用英语Chapter5ShipmentandDelivery03Mini-Project02PassageReading01Warming-up目录CONTENSTAfterstudyingthischapter,youareexpectedto:Acquirebasicknowledgeaboutdifferentcross-borderlogisticsmethodsUseappropriateexpressionsandcommunicativeskillstoreplytocustomer’sinquiryaboutlogisticsandcostsKnowhowtovisitthetrackingwebandgetthelatestlogisticinformationStrengthensenseofsocialresponsibilityLearningGoalsChapter5PARTONE/Warming-up01TaskWorkingroups.Lookatwhatthefollowingpeoplesayordoandexpressyourownopinionswithyourgroupmembers.Trytorelatetoyourpersonalexperience.Asellersaid,“IsoldalotofgoodsoutbeforeChristmas.Thesuddenincreaseofparcelspreventedthepostofficefromhavingenoughtimetodealwith.Atthattimethecustomerwasanxiouslywaitingforthegoods.Finally,threeofthecustomersgaveanegativecommenttome”.Abuyercomplained,“Iboughtaproductonline.ItisunbelievablethatthepriceoftheproductislowerthanthepriceofUPS.Freeshippingproductswillbethefirstchoiceinmyfutureonlineshopping”.ABChapter5PARTTWO/PassageReading02ShipmentandDeliveryForCross-borderE-commercebusiness,thecompetitiveadvantageofacompanydependsprimarilyonuser-centeredcustomervalue.UserexperienceisnotonlyreflectedinthequalityofproductsprovidedbyCross-borderE-commercecompanies,butalsoreflectedintheofflineservices,especiallytheproductdeliveryanddistributionservicesthroughouttheprocess.ItshowsthatCross-borderE-commercemustrelyonthecombinationoflogistics,businessflowandinformationflowtogetbetterdevelopment.Thelogisticsinformationisthelifebloodofe-commercelogisticsoperation,affectingtheentirelogisticssystem,providingfavorableconditionstothecustomervalue.ThelogisticsserviceofCross-borderE-commercerequiresfasterdistribution,shorterdeliverytime,broadercoverage,moreaccurateandefficientlogisticsinformation.Howtoachievelowshippingprice,fasterdistribution,andquickcustomsclearanceisthekeyforsellerstogainanadvantageinthelogisticscompetition.Ifthesellercancommunicatewiththecustomeraboutthedeliverymethod,deliverytime,receipttime,tariffsandothermattersbeforethesale,hewillwinmoretrustandorders.TherearemanylogisticsmethodsforCross-borderE-commerce,includingpostallogistics,commercialexpress,logisticsforspeciallineandoverseaswarehouses.Pricesandservicesdifferalotfordifferentlogisticsmethods.UPSisknownforitshighspeedanditsgoodservice.ItusuallytakestwotofourdaystoshipfromChinatoUSA.UPSalsoprovidesaquickupdatingofqueryinformationandaquicksolutiontoanyproblemsyoumayhave.UPSprovidesonlinedeliveryandon-sitepick-upservice,shippingtoover200countriesandregionsaroundtheworld.DHLoffersaquickdelivery,usuallythreeworkdaysfromChinatoEuropeandtwoworkdaystoSouthandEastAsia.Ithasaquickupdatingofquerypageandaquicksolutiontoproblems.Shippingagentsusuallyoffer50%discountforbulkandchargesforsmallerparcelsaremoreexpensive.FedExhasacompetitivepricefortheshippingfromChinatoSouthandCentralAmericaandEuropewitha15%higherdiscountthanthatofothershippingcompanies,whilethepriceforshippingtootherareasisrelativelyhigher.TNTisquickinshippingandittakes3workdaysorsofromChinatowestEuropecountries.Itcanshiptomorecountriesthanothers.ThechargeofChinaPostAirMailisrelativelycheaper,anditreachesdestinationcountriesallovertheworld,butittakesrelativelylongertime.Sellerscansetareasonableshippingtemplateaccordingtothecharacteristicsoftheproductandthelocationofcustomer.Sellerscandescribelogisticsmethodsandrelatedmattersindetailsforbuyerstochoose.AsthechargeofChinaPostAirMailisrelativelycheaper,andcoveragetoalmostallcountries,somostofthecurrentcross-borderretailsellerswillchooseChinaPostRegisteredAirMail.Aftertheproductsareshipped,thesellershouldsendanoticeofshipmenttothebuyertoinformhim/heroftheproductlogistics,deliverytime,trackingnumberandlogisticsstatuslink.Theshipmentnoticeallowsbuyerstoclearlyunderstandthelogisticsstatusoftheproduct,feeltheseller’squalityservice,andgreatlyenhancesthecustomerexperience.Asthetransactionamountformostofcross-borderretailsalesaresmallandthevalueforparcelsaregenerallylow,theydidnotmeetthetariffthresholdsetbythecustomsauthoritiesinmostcasesandbuyersdonotneedtoworryabouttheimporttariff.Butthethresholdofsomecountriesislow,whichrequiresthesellertocommunicatewiththebuyer,patientlyguidethebuyertounderstandthecustomspolicy,andmakeitclearthatifthereareanyadditionalcustomstaxesandfees,thebuyerneedtopaybyhimself/herself,soasnottocauseunnecessarydisputes.Thedevelopmentofcross-borderlogisticsinChinaisrelativelyslow.ThedevelopmentoflogisticsandCross-borderE-commercearecomplementarytoeachother.LogisticsoccupiesanimportantpartinwhetherCross-borderE-commerceissatisfactory.Companiesshouldcompareavarietyofcross-borderlogisticsmodesforcomprehensiveconsiderationandchoosethebestlogisticsmethodofCross-borderE-commercebasedontheirownsituation.Theycanalsocreatenewlogisticsmethodsaccordingtotheneedsofbusinessandcustomer,andcreatemorecustomervaluethroughupgradinglogisticsservicesforCross-borderE-commerce.运输和送货

对于跨境电商而言，企业获取竞争优势主要依赖于以用户体验为核心的顾客价值上，而用户体验不仅仅体现在跨境电商企业为顾客提供与其需求相一致的产品，而更多地体现在线下的服务上，尤其是向顾客交付产品的物流配送服务的全过程中。由此可见，跨境电子商务必须依存于物流、商流、信息流的协同才能得到更好发展。

物流服务质量的关键体现在物流运作能力上，对顾客价值的产生具有驱动作用。物流信息是电商物流运营的命脉，影响整个物流系统，为顾客价值的产生提供了有利条件。跨境电商环境下的物流服务能力要求物流配送的速度更快、时间更短、领域更广，物流信息传递更加准确、高效。

如何做到运费价格低、速度快、通关能力强是卖家能否在竞争中取得优势的关键点。如果在售前能够很好地与客户沟通有关货物发送的方式、发货时间的通知、物流信息查询途径、收货时间、订单超重、关税等方面的事项，必定能赢得更多的信任和订单。

跨境电商的物流方式众多，包括邮政物流、商业快递、专线物流和海外仓。不同的物流方式在价格和实效方面也存在较大的差距。因为货运代理给出高达50%的折扣，邮政特快专递服务（EMS）的运费相对较低。运输和送货

美国联合包裹运送服务公司（UPS）以其快速与优质的服务而广为人知：通常从国内寄往美国的快递只需要2-4天即可以送达。客户选择UPS后可以及时查询到物流的最新信息，他们提出的任何问题都能得到快速的解决。UPS还提供在线投递和上门取件服务，其特色运输范围覆盖全球200多个国家和地区。

德国敦豪国际公司(DHL)亦能提供快速的物流服务：一般国内寄往欧洲的快递只需花费3个工作日，寄往东亚和南亚的只需要2个工作日。客户在DHL的官网上可以查询物流的最新信息并快速解决自己遇到的问题。按照DHL的运费标准，大货（大于21千克）按每千克计费。因为其货运代理经常对于大货给出五折的优惠，因为选择DHL运输大货比选择EMS便宜，但是DHL对于小货收取的运费则比别的货运公司更高。

如果要寄快递到美国中南部地区及欧洲，客户可以选择美国联邦快递（FEDEX），因为该快递公司对以上路线的运费比其他快递公司优惠15%，但对于寄往其他地区收取的运费则比别的物流公司高。荷兰天地公司(TNT)的物流更快，一般寄往欧洲西部的快递只需要花费大约3个工作日，而且该公司的派递范围比其他几个公司更广。

顺丰速运（SF）发往韩国、新加坡、香港、澳门和台湾的快递一般只需要2-3个工作日即可送达，而且除了首重和续重外无需支付其他的运费。运输和送货

中国邮政航空包裹（ChinaPostAirParcel）的资费较低。中国邮政航空包裹可以将产品送达全球几乎任何一个国家或地区的客户手中，但是耗时较久。

卖家可以根据出售产品的特征和客户所在的国家，设定合理的运费模板，对在售物品的物流方式及相关注意事项做具体的描述，提供不同的货物发送方式给卖家进行自主选择。由于中邮小包运费便宜，部分国家的运达时间不长，全球各地基本上都能送达，性价比比较高，所以目前大部分跨境零售卖家会选择中国邮政挂号小包包邮。

在货物发出后，卖家可以向客户发送一封已发货通知，告知买家产品的物流方式、发货时间、跟踪号以及物流状态查询的途径。已发货通知可以让买家清楚地知道产品的物流状态，感受到卖家的贴心优质的服务，极大提升了客户体验。

由于跨境零售电商的大部分业务订单成交金额小，包裹的总价值普遍较低，没有达到进口国海关的关税最低起征点，大多数情况下无关税支出，买家不必为小额订单的进口关税担忧。但也存在部分国家，起征点低，这就需要卖家和买家进行很好地沟通，耐心引导买家先去了解清楚买家国家的海关政策，并提出说明，假若因为任何的额外海关的税费，需要由买家自己承担，以免引起不必要的纠纷。

我国的跨境物流发展相对缓慢，物流与跨境电商的发展是相辅相成的关系，最终跨境电子商务是否满意，物流占据了重要的一环。企业在发展跨境电子商务的过程中，应该根据企业自身的实际情况，对各种跨境物流模式进行综合考量，选择适合自己的跨境物流模式，并可以根据企业和客户需要进行适当地跨境物流模式创新，通过物流服务能力的提升为跨境电商创造更多的顾客价值。NewWordsprimarily/praɪˈmerəli/adj.1mainly主要地；根本地e.g.I)Thisisprimarilyaquestionofeconomics.这主要是一个经济学问题。

II)Weprimarilydealinelectronicproducts.我们主要经营电子产品。2distribution/ˌdɪstrɪˈbju:ʃn/n.theactofgivingordeliveringsthtoanumberofpeople分发；分送；分配e.g.I)Thekeyfocusofthemarketingwillbeonpriceanddistribution.营销的重点将放在价格与分销上。

II)Thepackagesfinallyarrivedattheendoflastweekanddistributionbegan.包裹总算在上周末运到并开始分发。3combination/ˌkɒmbɪˈneɪʃn/n.twoormorethingsjoinedormixedtogethertoformasingleunit结合体；联合体；混合体e.g.I)Acombinationoftalent,hardworkandgoodlookshavetakenhertothetop.天赋、勤奋和美貌使她登上了顶峰。

II)Theirsuccessistheresultofacombinationofcauses.他们的成功是各种原因整合的结果。4differ/ˈdɪfə(r)/v.tobedifferentfromsb/sth相异；有区别；不同于e.g.I)Thesetworegionsdiffergreatlyinclimate.这两个地区气候差异很大。

II)Yourneedscandifferfromdaytoday.你的需要每天可能都有所不同。5template/ˈtempleɪt/n.athingthatisusedasamodelforproducingothersimilarexamples样板；范例；范式e.g.I)Thedealislikelytoprovideatemplateforotheragreements.这个协议可能会成为其他协议的范例。

II)Ifyouneedtowritealotofsimilarletters,setupatemplateonyourcomputer.如果你需要写许多类似的信件，就在电脑上建立一个模板。6coverage/ˈkʌvərɪdʒ/n.theamountofsththatsthprovides;theamountorwaythatsthcoversanarea提供的数量；覆盖范围（或方式）e.g.I)Thisisaninsurancepolicywithextensivecoverage.这是一份承保范围广泛的保单。

II)Thecoverageofthebusinessexceededourexpectation.业务的覆盖率超出了我们的预计。7threshold/ˈθreʃhəʊld/n.thelevelatwhichsthstartstohappenorhaveaneffect界限；起始点e.g.I)Tocrossthethresholdisnotdifficult,butmasteryisanotherquestion.入门不难，深造不易。

II)Thatraisesthecostandthelegalthresholdtosueanairline.这就提高了起诉航空公司的费用和法律门槛。8consideration/kənˌsɪdəˈreɪʃn/n.theactofthinkingcarefullyaboutsth仔细考虑；深思；斟酌e.g.I)Itwasaquestionwhichdeservedseriousconsideration.这是一个值得认真考虑的问题。

II)Objectionstotheplanwillbetakenintoconsideration.对本计划的异议将予以考虑。9complementary/kɒmplɪˈmentri/adj.twopeopleorthingsthataredifferentbuttogetherformausefulorattractivecombinationofskills,qualitiesorphysicalfeatures互补的；补充的；相互补足的e.g.I)Theschool’sapproachmustbecomplementarytothatoftheparents.学校与家长的方法必须相辅相成。

II)HehasdoneexperimentscomplementarytothoseofEigen.他做了一些实验，作为对艾根实验的补充。ProperNames1postallogistics邮政物流2commercialexpress商业快递3logisticsforspecialline专线物流4overseaswarehouses海外仓Phrases&Expressions5e.g.I)Buyinginbulkismoreeconomicalthanshoppingforsmallquantities.批量采购要比零买实惠很多。

II)Ifyoupurchasebooksinbulk,thenyouwillhaveadiscountedprice..如果您批量购买书籍，那么您将享有折扣价格。inbulk大量；整批6e.g.I)UPSautomaticallyassignsatrackingnumbertoyourshipment.UPS将自动为您的货物分配跟踪号。

II)Wewillmakeadeliveryin24hoursandsendyouthetrackingnumberviaemail.我们将在24小时内发货，并且会通过邮件将物流单号发送给您。trackingnumber跟踪号；物流单号Task1Workinpairs.Readtheabovepassageandanswerthefollowingquestions.1

What’sthekeyforsellerstogainanadvantageinthelogisticscompetition?Achievinglowshippingprice,fasterdistribution,andquickcustomsclearanceisthekeyforsellers.Task1Workinpairs.Readtheabovepassageandanswerthefollowingquestions.2

Whydomostofthecurrentcross-borderretailsellerschooseChinaPostRegisteredAirMail?AsthechargeofChinaPostAirParcelisrelativelycheaper,shippingtimenotlongforsomecountries,coveragetoalmostallcountries,andhighlycosteffective,somostofthecurrentcross-borderretailsellerswillchooseChinaPostRegisteredAirParcel.Task1Workinpairs.Readtheabovepassageandanswerthefollowingquestions.3

Whatshouldsellerdoaftertheproductsareshipped?Aftertheproductsareshipped,thesellershouldsendanoticeofshipmenttothecustomertoinformthebuyeroftheproductlogistics,deliverytime,trackingnumberandlogisticsstatuslink.Task2Completethefollowingsentenceswiththewordsorphrasesinthebox.Changetheformifnecessary.1Weshouldconducta_________surveyonthecustomersatisfaction.2Thiscourseisdesigned_________forspecialists.3Disciplineandloveshouldbe__________toeachother.4Wewillsendyoua_________youcanusetocheckthestatusofthedeliverywiththeshippingcompany.complementarylogisticsdiffertrackingnumbercomprehensivecategoryconsiderationprimarilycomprehensiveprimarilytracking

numbercomplementaryCompletethefollowingsentenceswiththewordsorphrasesinthebox.Changetheformifnecessary.5Thissofacushionclearlyfallsintothe_________ofhouseholditems.6_________systemincludescustomerservice,packaging,transportation,storage,distributionprocessingandinformationcontrol.7Weshouldtakeallthefactorsinto_________beforewereleaseanewproduct.8Thetwoproductsarealikeinappearancebut_________greatlyinquality.complementarylogisticsdiffertrackingnumbercomprehensivecategoryconsiderationprimarilyLogisticsdifferconsiderationcategoryTask3TranslatethefollowingsentencesintoEnglish,usingtheexpressionsinbrackets.1这两款产品价格相差很大。(differ)

————————————————————————————————2您是否已经创建了新的产品类目？(category)————————————————————————————————3最好的合作关系建立在相互尊重和能力互补的基础上。(complementary)————————————————————————————————These

two

products

differ

greatly

in

price.The

best

partnerships

are

based

on

mutual

respectandcomplementary

skills.Haveyoucreatedanewproductcategory?TranslatethefollowingsentencesintoEnglish,usingtheexpressionsinbrackets.4我考虑成熟后再回复给你。(consideration)————————————————————————————————5我们商店大批量销售水果和蔬菜。(inbulk)—————————————————————————————————————6您没有发货并给了我一个错误的跟踪号。(trackingnumber)——————————————————————————————————I'll

let

you

have

an

answer

after

mature

consideration.Our

store

sells

fruit

and

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in

bulk.Youdidn’tdelivermyproductandgavemeawrongtrackingnumber.Chapter5PARTTHREE/Mini-Project03Sample1 关于运输方式和收货时间的询问与回复询问Hi,WouldyoupleasetellmewhattheshippingmethoddoyouofferandwhenIcangetmypackageifIordertheproductfromyourstore?Thankyou!该卖家在收到买家咨询产品的物流运输方式和收货时间的消息后，首先感谢买家的询问，并告知产品通常以中国邮政挂号小包的方式免费发送到大部分国家，一般在发货后7～21天抵达。如果买家急着收货，可以选择UPS、FedEx、DHL、TNT、EMS、TOLL等物流方式。买家须根据实际货品产生的物流成本支付额外的费用。Sample1 关于运输方式和收货时间的询问与回复Dear×××,Thankyouforyourinquiryabouttheshippinganddeliverytime.WeofferfreeshippingtomostcountriesintheworldbyChinaPostRegisteredAirMail.Itusuallytakes7-21daystoreachyourcountry.Ifyouneedtheitemurgently,wealsoofferthefollowingexpressshippingoptions:UPS,FedEx,DHL,TNT,EMS,andTOLL.Butyouhavetopaytheextrafreightaccordingtotherealcost.Bestwishes,×××由于一些特殊原因（如发生战争等），物流公司暂时无法向买家所在国（地区）发货。在此情况下，卖家应及时和买家沟通，询问是否可以寄往其他国家或地区。回复1Sample1 关于运输方式和收货时间的询问与回复Iamsorrytoinformyouthatwearenotabletoprovideshippingservicetoyourcountry.However,ifyouplantoshipyourordertoothercountry,pleaseletusknow.Thankyouforyourunderstanding.Bestwishes,×××邮政小包是中国卖家普遍使用的物流产品，邮政小包要求商品重量在2kg以内。当买家购买多个产品，导致订单超过2kg时就无法使用邮政小包。此时，卖家可以建议买家使用其他物流产品，或者将一个大订单拆分成若干个小于2kg的订单。回复2Sample1 关于运输方式和收货时间的询问与回复Dear×××,Iamsorrytoinformyouthatthefreeshippingforyouritemisunavailablesincethefreeshippingserviceisonlyforthepackageweighinglessthan2kgwhichcanbeshippedbyChinaPostAirMail.However,thetotalweightoftheitemsyouwouldliketopurchaseismorethan2kg.Youcaneitherchooseotherlogisticproducts,suchasUPSorDHL(whichwillcostmore,butmuchfaster)oryoucanplacetheordersseparately,ensuringeachorderweighslessthan2kg.Ifyoutakethelattersuggestion,youcanenjoythefreeshippingservice.Thankyouforyourunderstanding.Bestregards,×××回复3Sample2 关于运费的询问与回复询问Hi,Howmuchdoesitcosttoshiptomycountry?在跨境电商平台，运费也是买家十分关心的问题。下面的卖家就运费问题给予了耐心回复和详细说明，让买家对运费的设置一目了然。Sample2 关于运费的询问与回复Dearfriend,Thankyouforyourinquiry.Packagelessthan2kgwillbeshippedbyChinaPostAirMailorHongKongPostAirMail.Thefreeshippingcountriesareasfollowing:UnitedStates,Australia,Brazil,Canada,Italy,Turkey,Spain,Malaysia,France,Russia,Sweden,NewZealand,Norway,Switzerland,Japan,Thailand,Ireland,Israel,Belgium,Poland,SouthKorea,Austria,Germany,Denmark,Singapore.Othercountriesandpackageover2kg,buyershavetoaffordentireshippingcost.Bestregards,×××回复Sample3 关于快递单号的询问与回复询问Hello,Weordered50dozensocksonJuly12thundertheordernumber××××××,butwecan’ttrackmypackage.Why?某店铺卖家收到买家关于查不到包裹信息的询问。此时，卖家应先安抚买家焦虑的情绪，帮助买家查询物流信息并告知买家包裹运单号和物流查询网站，以便买家及时获取最新的物流信息。该卖家表明店铺客服人员会持续跟踪此包裹，如果有延误将会在第一时间通知买家。这让买家体验到卖家周到的服务，从而拥有满意的购物体验。Sample3 关于快递单号的询问与回复Dearfriend,Don’tworry.IhaveinquiredtheChinaPostAirMailandtheytoldmethatthetrackingnumberis××××××.Thetrackingwebsiteis:.Youcanviewitsupdatedshipmentontheweb.Ourafter-salesservicewillalsokeeptrackingitandsendmessagetoyouwhenthereisanydelayinshipping.Bestregards,×××回复Sample4 关于海关税的询问与回复询问Hello,ShouldIpayforthecustomsandimporttaxeswhenthegoodsarriveatmycountry?Thankyou!某店铺收到买家有关进口关税的咨询。卖家表示大多数国家不会对量少低价的产品收取额外的费用，但买家最好先去了解一下所在国的海关政策，并说明如果有任何额外的海关税费，需要买家自己承担，以免因额外的关税引起不必要的纠纷。Sample4 关于海关税的询问与回复Dearfriend,Thankyouforyourinquiryaboutthecustomsandimporttaxes.Inmostcountries,itwillnotcauseanyextraexpenseonthebuyerforsmallorlow-costitems.Butyou’dbetterconsultyourlocalcustomsofficetocheckifyourorderwillincuradditionalimportduties,taxesorothercustomsrelatedcharges.Wearenotresponsiblefordelaysoradditionalcostscausedbythecustomsofficeinyourcountry.Thankyouforyourunderstanding.Wehopetohearfromyousoon.Bestregards,×××回复Sample5 卖家主动提醒货运相关进展货物抵达海关Dearfriend,Thankyouforshoppinginourstore.Iamsendingthismessagetoupdatethestatusofyourparcel.YourparcelwashandedtocustomsonOctober26th.Thetrackingnumberis××××××.Thetrackingwebsiteis:.Youwillgetyourparcelinthenearfuture.Wehopeyouwilllikeit.Bestwishes,×××为了让买家拥有放心、良好的购物体验，卖家应主动跟踪包裹并及时把货运进展情况告诉买家。特别是在样品寄出后，要及时通知买家，做好样品的跟踪工作，第一时间通知买家样品寄送信息，待买家签收后第一时间联系买家了解样品情况。Sample5 卖家主动提醒货运相关进展Dearfriend,Iamsendingthismessagetoupdatethelateststatusofyourparcel.YourparcelisstilltransferredbyRussianPost.Thetrackingnumberis××××××.Thetrackingweb-siteis:https://pochta.ru.Bestwishes,×××货物到达邮局Sample5 卖家主动提醒货运相关进展Dearfriend,Thankyouforyourinterestsinournewestproducts.Icheckedonthetrackingwebsiteandfoundthatyouhavereceivedyourparcel.Diditarriveingoodconditionwithoutbreakage?Ifyouaresatisfiedwiththesampleandourservice,itwillbemuchappreciatedthatyouplaceanordersoonandwewouldbehappytoofferyoua10%discount.Ifyouhaveanyquestionsorconcerns,pleasecontactmedi