跨境电商英语沟通 教案 任务六Introduction+Learning Activity1-5

LearningTask6ComplaintsandDisputes

学习任务六投诉和纠纷

[KnowledgeObjectives知识目标】

1.Mastercorevocabulariesrelatedlocomplaintsanddisputes

2.Masterusefulexpressionsandsentencesrelatedtocomplaintsanddisputes

3.LearnabouttheproblemsusuallycomplainedonCross-borderE-comnierceplatformsandhow

todealwiththem

[AbilityObjectives能力目标】

I.Masterthereturningandrefundingpolicies

2.Masterthewritingmethodsofreplyingtocustomer'scomplaintsanddisputes

3.Masterpracticalcommunicationskills

[IdeologicalandPoliticalObjectives思政目标】

1.Developanaltitudeofseriousandresponsiblework

2.Adheretotheprincipleofseekingtruthfromfactswhendealingwithafter-saleproblems

【ClassHour建议学时】

8periods/8学时

[LearningSituation学习情境】

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，俗称

未收到货：另••类是买家收到货物，但货物与约定不符导致的纠纷，俗称货不对板。

几乎每位跨境电商卖家都收到过来自客户的投诉，因此，处理客户投诉佗妥善与否是决

定一家公司或店铺能不能成功的重要因素之一。若能妥善解决客户的投诉，必然可以提充顾

客对该品牌和产品的忠诚度：反之，若顾客的投诉得不到合理的解决，则会影响公司或店铺

声誉，失去宝贵的客源，并损失效益。

[Learningcontent学习内容】

1.ComplaintsandReplyaboutProductQuality

关于产品质量问题的投诉和回旦

2.ComplaintsandReplyaboutProductDiscrepancy

关于产品不符的投诉和回复

3.ComplaintsandReplyaboutLogisticsDelay

关于物流延误的投诉与同史

4.CommunicationSkills(6)

沟通技巧(6)

5.HomeworkandEvaluation

作业与评价

LearningActivity1ComplaintandReplyaboutProductQuality

学习活动1关于产品质量的投诉与回复

[LearningObjectives学习目标】

1.Learncorevocabulariesrelatedlocomplaintandreplyaboutproductquality

2.Learnusefulexpressionsandsentencesrelatediocomplaintandreplyaboutprocuctquality

3.Leani(hewritingmethodsofreplying:ocustomers,complaintsaboutproductquality

[ClassHour建议学时]

2periods/2学时

[LearningTask学习任务】

请在学习本受节内容后，用所学知识点和相关句型回且客户关于产品质量的投诉，要求

内容清晰准确，语言礼貌得体，能妥善解决客户投诉的问题。

[LearningProcess学习过程】

Step1:LearningCoreVocabularies学习核心词汇

flaw|flo:|n.acrackorfaultinsththatmakesitlessattractiveorvaluable裂痕：瑕疵

e.g.I)Itwasalargediamond,butithadaflaw.

这是颗大钻石，但它有一点瑕疵。

II)Thereisn'ttheslightestflawinthisbowl.

这只碗上丁点儿毛病都没有。

defect(di：fekt|n.afaultins(hotin(hewayithasbeenmadewhichmeansthati(isnot

perfect缺点：缺陷；毛病

e.g.I)Ifthereisanydefect,youcanexchangeit.

如果有任何瑕疵缺陷，您可以拿来换。

II)Thebuyerhasnorighllorejectthegoodswithoutmaterialdefects.

货物没有实质瑕疵买方无权拒绝接收。

improper|imprDpa(r)|adj.wrong;notcorrect错误的：小正确的

e.g.I)Thehairdryerdidn'tworkbecauseofimproperuse.

这台吹风机因使用不当而不能运转。

II)Improperuseofdrugcanleadtoworseresult.

药物的误用会导致更糟糕的结果.

electronic|l,lektrDnlk]adj.hivingorusingmanysmallparts,suchasmicr(x:hips,

thatcontrolanddirectasmallelectriccurrent电子的:电子器件

的

e.g.I)Electronicretailinghaspredictablybecomeknownasetailing.

正如所料，网络零售业务已经被称为etailing

[CommonPhrases常用词组】

质量问题qualityproblem/issues质量认证qualityauthentication

质♦检验qualitytest不合格产品sub-qualityproduct

次品inferior-qualityproduct瑕疵品defectiveitems

产品故障productmalfunction使用不当improperuse

全额退款fullrefund部分退款partialrefund

[BrilliantSentences精彩句型】

I.Theresponsibilitylieswithus.

责任在我们。

2.Dissatisfiedcustomerscanreturntheproductforafullrefund.

顾客如不满意可以全额退货。

3.Weguaranteetorefundyourmoneyifyouarenotdelightedwithyourpurchase.

若您对所购商品不满意，我们保证退款。.

4.Weacceptunconditionalwithdrawalbecauseofqualityproblems.

因质量产生的问题，我们接受无条件退货。

5.Wesupposethatthedamagemighthappenduringthetransportation.

我们认为损坏可能发生在运输途中。

6.Wcwillsendyouanewoneimmediatelyandgiveyouabigdiscountfornextpurchase.

我们将立即将给你一个新的，并在您下次购买给你一个大折扣。

7.Wemadeacomprehensiveinspectionoftheproductqualitybeforeshipment.

在发货前我们对产品质量进行了全面的检测。

8.Couldyoupleasekindlyreturnthedefectiveproducttous?

您能把有质量问题的产品寄还给我们吗？

9.Wedeeplyregretthattheproductsyoureceivedhavequalityproblems.

对您收到的产品有质量问题我们深表遗憾，

10.Wecanprovidethespecificatioos.includingthetestreportandqualityairthentication.

我们可以提供详细的产乩说明书，包括检测报告和产品认证。

Step3:LearningPracticalDialogues学习实用对话

Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontothe

underlinedparts.

A:Dearcustomer,howcanIhelpyou?

亲，有什么能效劳的吗？

B:It'saboutthegoodsdeliveredfromyourshoplastweek.

是关于你的店铺上周发来的货物。

A:What'stheproblem?

有什么问题？

B:The5boxesaDDcarcdlobe”odcondilion.However,whenIunpacked

theboxeswithgreatcare,IwasdisaDPointed【ofind〔hal2boxesoflea

weretotallywetted.Thisisapictureofwettedtea.

装货物的5个箱子完好无损，但当我小心地打开箱子后，有2箱茶叶

完全受潮，这令我很失望。这是受潮茶叶的照片。

A:Really?Thal'ssomelhingunexpected、wearesorrylolearnof.Although

everypossiblea［〔cn【ionhasbeenpaidioallyourorders,wcslillmadea

misiakcinpacking.

是吗？这真是出乎意料，我们非常遗憾。尽管我们对您的订单万分重视，

但还是在包装中出现了失误。

B:Ihopeyoucanresendthegoodsorrefundtome.

我希望你们能够重新发一批货物，或是退款给我。

A:Wesincerelyapologizeforlhe(roublecausedloyou.Wewillsend2boxes

ofleabyair-mailassoonaspossibleandrefundyou20%of(he【olal

amountasconipcnsalion.

我们为给您带来的麻烦表示诚挚的歉意。我们会尽快向贵方空运2箱

茶叶，并退全款的20%作为补偿。

Step4:LearningClassicCases学习经典案例

CaseAnalysis：

YourunastoresellingmicrowaveovenonAliExpress.AbuyernamedAncrewfoundthat

theitemhereceiveddidn'twork.Heeinailedyouandwantedtosolvethisproblem.

Aboutcustomsdeclare

Tip*:Whenthetotalamountof翼uodstodeclare

tvH*rvlham550cktllHn*.wcwillnotifyyouu>pay

33dollar、ancustomf»tcc«

I'cedlxBck

I.Allthepositivefeedbackarc

appreciated.Wcwilldoourbestto»«?rvcardalwayt

2.ICyouarcMitixficdwithourserviceandproduct*,

pleaseleaveus5starpositivefeedback.Iti«the

tm>H!amportuntforu».Your5Man*Reviewwillbe

apprccittlcciandl<ncouru|{cd.

3.Negativeorneutralfeedbackwillnot»olvcthe

problem.Ifyouhaveanyproblemwhenyou

iwcivcdtheparcel.pleuM：contactu«fin»tnthcr

IIIHHloivcncRMtivcfcctlback.thankn.Wcir.unlt^ivc

US$36.45y<»uaMAtiMtUciorysolution.

Warranty

CUKYIElectric3m1House*x>ldBreakfastmachineWcprovHie<>nc-ycarwarrsintytorourprcxluct.all

mwwbreadtCMSterbakingovenomelettefryp«nMshippingco»tsneedtobepaidbycustomers,

potboilerfoodsteamerEU

»ellerrecommendations

4.7|49order，

CUKY1

Discounts&coupons

1MWEFrom

Andrew:Ihavereceivedthemicrowaveoven(hat1boughtfromyourstoreonDecember1st.

WhenIunpackedthemicrowaveovenandtriedtouseit.Ifounditdidn'twork.Inviewofthis

inconvenience(hatthishascaused,Ifeelyoushouldgivemeareplacementorafullrefund.

如果买家收到的货物It质属问题，买家布•权将货物退【可，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.避兔因所量同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。

(Example]

DearMr.Andrew.批注［w用1］：称呼买家的姓名

ThankyouforyouremaildatedDecember2nd.Weareverysorrytoheartutyourrecent

purchaseofourmicrowaveovendidn'tworkwell.Idoapologizeforthis,andamgladyou

broughtittomyattention.批注［W用2］:感谢买家.同时道歉

Sincewedidcarefullycheckihcorderandihcpackagelomakesureeverythingwasingood

conditionbeforeweshippeditout.wesupposethatthedamagemighthappenduringthe

transportation.Anyway,(heresponsibilitjlieswithus.批注［W用3］:告诉买家你们为确保质地做出了不惜努

力,解绛导致损坏的可能原因并承担相应贡仔

Willyoupleasekindlyreturnthemicrowaveoventous?Wewillsendyouanewone

immediatelywhenwereceiveitandreimburseyouforthecostofpostage.Ifyoudoiftwantto

wailanylonger,wewillrefundallyourmoneyandgiveyouabigdiscountfornexipurchase.批注［W用4］:说明采取的措施和接下来的髀决措施

Thanksforyourunderstanding.批注［W用5］：友好的结尾

YoursSincerely,

Name

Step5:CompleteLearningTasks完成学习任务

你在eBay平台上经营一家家用电器的店铺，一位越南客户Brian在你店浦购买了一款

吹风机。今天你收到Brian的邮件，投诉吹风机不能正常运作，质量有问题。请给该客户回

复邮件，说明解决方案。

LearningActivity2ComplainandReplyaboutProductDiscrepancy

学习活动2关于产品不符的投诉与回复

[LearningObjectives学习目标】

1.Leanicorevocabulariesrelatedtocomplaintandreplyaboutproductdiscrepancy

2.Learnusefulexpressionsandsentencesrelatedtocomplaintandreplyaboutprocuct

discrepancy

3.Learnthewritingmcthtxisofreplying:ocustomers,complaintsaboutproductdiscrepancy

[ClassHour建议学时】

2periods/2学时

[LearningTask学习任务]

请在学习本章节内容后，用所学知识点和相关句型回复客户关于产品不符的投诉，要求

内容清晰准确,语言礼貌得体，能妥善处理客户投诉。

[LearningProcess学习过程】

Step1:LearningCoreVocabularies学习核心词汇

discrepancy(dis-kreponsi]n.adifferencebetweentwoormorethingsthatshouldbethe

same差异；不符合：不-•致

e.g.I)Consumersmayseeadiscrepancybetweenreportedcapacityandactualcapacity.

消费者可能会看到被报导的能力与实际能力之间的方异。

II)Therewasconsiderablediscrepancybetweenthetwoproducts.

这两种产品之间有很大的差异。

fake(felk]n.anobjectthatisnotgenuinebuthasbeenmadetolookasifitis假货：展品

c.g.I)Allthepaintingsprovedlobefakes.

所有这些画结果证实都是鹰品。

II)Asharp-eyedshopassistantspottedthefake.

-•个眼尖的售货员发现了假货。

counterfeit(kaUntofl(|adj.madetolookexactlylikesthinordertotrickpeopleinto

thinkingthattheyaregettingtherealthing伪造的：仿造的：假

目的

c.g.I)Headmittedpossessinganddeliveringcounterfeitcurrency.

他供认持有并散播假币。

II)Counterfeitproductshurtconsumers,retailers,manufacturersandthegovernment.

假冒产品伤害了消费者、零售商、制造商和政府。

prohibit|pro'hlblt]v.tostopsthfrombeingdoneorusedespeciallybylaw禁止

c.g.I)Thegovernmentpasslawstoimittobaccoproductionandprohibitsmokinginpublic

places.

政府通过法律限制烟草生产并禁止在公共场所吸烟。

II)ThesaleoffakeandinferiorproductsisprohibitedonAliExpress.

速卖通平台禁止销售假冒伪劣产品。

match]v.iftwothingsmatchorifonethingmatchesanother,theyarethesameor

verysimilar相同；相似：相一致

c.g.I)Ourvaluesystemdocsnotmatchwiththeirvaluesystem.

我们的价值体系和他们的并不相同。

II)Thegoodsreceivedbythebuyerdonotmatchtheseller'sdescriptiononthedetails

pageofthewebsite.

买方收到的货物与卖方在网站详情页面上的描述不符。

impact(Inipiek(|n.thepowerfuleffectthatsthhasonsb/sth巨大影响；强大作用

e.g.I)Herspeechmadeaprofoundimpactoneveryone.

她的讲话对每个人都有深远的影响。

II)Businessesarebeginningtofeelthefullimpactoftherecession.

工商企业开始感受到了经济衰退的全面冲击。

appease[o'pi:z]v.tomakesbcalmerorlessangrybygivingthemwhattheywant安抚:

抚慰

e.g.I)Thegovernmenttriedtoappeasediscontentedworkers.

政府试图安抚不满的工人们。

II)Thesellershouldfindaworkablesolutiontoappeasetheangrybuyer.

卖家应该找到•个可行的办法来安扰愤怒的买家。

priorityIpral0roti]n.somethingthatyouthinkismoreimportantthanotherthingsand

shouldbedca.twithfirst优先事项：最重要的事：首要事情

e.g.I)Ourfirstpriorityistoimprovestandards.

我们的头等大事是提高水平。

II)Thefirstpr沁rilyistocutco>(s.

当务之急是降低成本。

Step2:LearningUsefulExpressions学习实用表达

[CommonPhrases常用词组】

产品不符productdiscrepancy积极沟通positiveintcractior.

与…不一致beinconsislcntwith退货政策returnpolicy

假货fakegoods处理投诉handleacomplaini

承担损失bearloss确认信息confirmationmessage

农达歉意expressapology详情页detailspage

无条件退货unconditionalreturn

[BrilliantSentences精彩句型】

11.Wewilldoourbesttosatisfyyou.

我们会尽力让您满意

12.Wewillrefundallyourmoneyorgiveyouareplacement.

我们会给您全额退款或换货。

13.Wedon'tagreewiththeclaimbeforewefindoulwheretheproblemlies.

在问题尚未弄清楚以前我们不会同意赔偿。

14.Aslongasitisourresponsibility,wewillbearyourloss.

只要是我方责任，我们一定承担您的损失。.

15.Wepromisethatwewillgiveyouasatisfactor)rsolutionbeforetomorrow.

我们承诺明天之前会给您满意的解决方案。

16.Wearcsorryfortheinconveniencecausedandweapprccialeyourkindlyunderstanding.

我们很抱歉给您带来不便并请求您的理解。

17.Wedoapologizefor(hisandaregladyou'vegivenustheopportunity(oexplain.

对此我们深表歉意，也很高兴您给了我们解释的机会。

18.Wearesorrytolearnthatyoufindthematerialoftheproductdidn'tuptotheonewe

promisedbefore.

很遗憾得知您发现产品的材料与我们之前承诺的不符。

19.Ihopeyouwillbehappywithliegoodswcresendtoyou.

希望您收到我们重新发送的货物后感到开心。

20.Wewillsendyoutherightproductwithinthreedaysandagifttoexpressourapology.

我们将在三天内寄给您正确的那款产品并赠送礼物以表达我们的敝武。

Step3:LearningPracticalDialogues学习实用对话

Pleasetrytomleplaythefoilowingdialogue,especiallypayattentiontothe

underlinedparts.

A:Dearcustomer,is〔hereanythingwrongwiththegoods?

亲，请间产品有什么间题吗？

B:WhatIreceivedwasnotwhatIordered.Iboughtasweater,butIreceivea

skirl.

我收到的根本不是我订的产品。我买的是一件毛衣，但我收到的是一条裙

子。

A:I'msosorry!Let'rcheckilriehlaway.Whal's\ourordernumber?

太抱歉了！我们马上查一下，您的订单号是多少呢？

B:Theordernumberis211178899.

订单号是211178899。

A:Okay,justamoment,please.Ybuarcright,wescniyou【hewrongilcmby

mistake.

好的，请稍等。没错，是我们发错货了。

B:Iknowthat!Well,dosomethingaboutthat!

这我知道，你们想想办法吧！

A:shipIhcrighlilemrighlaway.AndpleasesendihewrongilemK)us.we

willafford(heshippingfee.

我们会马上重新发货。也请您把发错的产品寄还给我们，运费我们承担。

B:Isthatall?

仅仅如此吗？

A:Wewillgieeyouapartialrefundof3()%andsendyouacouponof$1()for

nexlpurchase.

我们会给您退款30%,并送您一张10美元优惠券，下次购物可用。

B:Okay,thanks.

好的，谢谢。

Step4:LearningClassicCases学习经典案例

CaseAnalysis1：MaterialDifference

Yourunastoresellingman'sclothingonAliExpress.AbuyernamedMikefromCanada

boughianovercoatfromyourstoreseveraldaysago.Whenhereceivedtheitem,hefoundthatthe

materialwasnotconsistentwiththedescription.

S-GXL-2019winterocjtcjmoMcycclotKiOMIorr，cgt>oc<?

oler41lort>£Woolowrco4«tMmlapolclojtsl■-

t>ro»sstocJwoolooot-Jtorwoor

DIscoortCs-COCJRODS

Mike：1orderedanovercoatundermyordernumberxxxxxxonJuly201h.Whenopeningtheparcel

received(hismoniing.Ifound(hal(heovercoatismadeof97%cottonand3%spandex

insteadof100%wool.Thematerialistotallydifferentfromwhatyousaid.Iamvery

disappointedwithmypurchase.Ilookforwardtoyourpromptreply.

买家Mike显然对购买的大衣出现材质不符感到非常失望。卖家在安抚买家的同时应承

认自身的错谡，同时应给出令人信服的理由,并做出相应的补偿,让买家能真切稔受到在家

解决问题的诚恳态度。

(Example]

DearMik,

Thanksforyouremail,andIquiteunderstandyourannoyanceatfindingthematerialofthe

overcoatyoureceivednotupto(heonewepromisedbefore.批注【W用6］:感谢并时买家不满表示理解

Fromwhatyousayitseemspossiblethutthemistakehasbeenmadeinthedeliveryofthe

overcoatsincewchaveanotherovercoatwhichlooksexactlythesameasyoursbutmadeof

diiTerenimaterial.批注［W用7］:解样H；错的原因

Wefeelsosorryfor(heinconveniencewebroughttoyou.Wewillsendyoutherightone

withinthreedaysandourbest-sellingscarfasagifttoexpressourapology.批注［W用8］：说明为解决此评而采取的具体措施

Onceagain,pleaseacceptmyapologiesforthismistakeandtheinconvenience.批注［W用9］：以致歌结尾

Yourssincerely.

Name

CaseAnalysis2：ColorDifference

YourunanonlineshopsellingtabiclampsonAliExprcss.AbuyernamedDeanboughtablue

lablclampfromyourstoreseveraldaysago.Whenhereceivedihcitem,hefoundthatthecolor

wasnotcompatiblewithwhatheordered

US$158.00B

AmeriedinCrc»ativoBILJOCorAmicTattleLAmpLiving

RoomBedsideLampNowCKlncscClassicalBomt>oo

LampfreesKippmx

1ord*r

Discounts&coupon*

Dean:Iorderedablue(ablelampwi(hawhilelampshadeonAugustIO'hunderinyordernumber

xxxxxx.Onopeningtheparcel1foundthatthetablelampisyellow.Hereisthepicture

abouttheitemIhavereceived.Ihopetohearfromyousoon.

在上述投诉中，买家Dean采用上传产品图片的方式证明该产品颜色不符.卖家应就此事

进行积极沟通，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。

[Example]

DearDean.

Iamsorrytolearnfromyouremailthatyoureceivedawrongi(em.批注［W用10):确认收到来信，并对发错货物表示歉意

Wearesosorryfortheinconveniencewebroughtcoyou.Ithardlyhappensaswehavea

dedicatedpackageteam.However.Iknowno(hingisimpossible.Wewillresendyoutherightone

orrefundyourmoneyasyouprefer.Weassureyouwillnotbearanyloss.批注［w用11)：提出将要采取的措施

Wearelookingforwardtoyourconfirmationmessage.批注【W用12)：得体的结尾

BestWishes,

Name

CaseAnalysis3；QuantityDiscrepancy

YourunanonlineshopsellingfountainpensonDUgate.AbuyernamedAllenbought2000

pensfromyourstore.Whenhereceivedtheitem,hefoundthatheonlyreceived1500pens.

.dKQ

CreativeCrystalGIASBKawaiiBallpoinlPonBigGemBallPer

LargoDiAmond11ColorsFashionSchoolOfflcoSuppll..

US$0.77-1.6520%OFF

US$1.65US$1.43

OOP*OCO♦120PM>8>

117Order*

|Coupon{S3OFFS4O..andmore

PriceonApp:US$0.76-1.63

DowmoodAP**lo

DearSirs.

Thttnkyouforyourpromptnessindeliveringthebatchof500pensIorderedonJulyI6lhunder

theordernumberxxxxxx.However.1500penswerereceivedinsteadof2000asstatedonour批注［W用13):礼貌的开头

order.YourcarrierwasunabletoexplaintheshortageandIhavenotreceivedanyexplanation

fromyou.批注［W用14):投诉的原因

IstillneedthefullquantitythatIordered,sopleasearrangetodeliveriheremaining500bags

urgently.批注［W用15):要求采取的措族

Allen

针对发货数量不足的投诉，卖家在道歉的同时应及时安排补发货，并可以因这次货物短

装给买家带来不便做出相应的补偿，得力的补救措施可以很好地平豆买家的不满。

[Example]

DearAllen.

Thankyouforyouremailregardingfaultsintheshortageofthepenssuppliedioyourorder

numberxxxxx.Wedoapologizeforthisandaregladyou'vegivenustheopportunitytoexplain.批注［W用16］:得体的开头

Wehavearrangedtodelivertheremaining500pensurgentlyandtheextra50penstoexpress

oursincerestapologiesfortheinconveniencewebroughttoyou.批注【W用17):说明为解决此事而采取的具体措施和相

应补偿

Onceagainwe'resorryforthetrou31c.andhopeyouarcpleasedwiththegoodswhenthey

arcreceived.批注［W用18］:再次表达歉意

BestWishes.

Name

CaseAnalysis4：ComplaintaboutPackingProblem

YouarcaselleronAliExpresssellingcarpets.Lewis,anAmericancustomer,boughtacarpet

fromyourstore.Whenhereceivedtheilcm.hefoundthatthepackinghadbeendamaged.

US$52.39

1GO*23OcmModernSimpleRugsCorpctforLiving

RoomFloorMatHomeDecoration

Discouncs&coupons

US$9.00OffNXoff.MMBZeOMSZ8O85MSS3O.C

DearSirs,

IboughtacarpelfromyourstoreonJune20"'undermyordernumberxxxxxx批注【W用19):简述可传的原因

WhenIreceivedtheitem,Inoticedthatoneoftheouteredgesofthewrappinghadbeen

wnnithroughprcsiirnnhlyns:iresultofI-riclianintransitWhenItcwikoffthewrapping.Ifound

that(hecarpelitselfwassoiledandslightlyfrayeda((heedge.批注［W用20):告知投诉的内容•提供更多细节

Inviewoftheconditionof(hepresentcarpel.Tdliketoclaimapartialrefundof30%,If

youcannotdothis,Ishallhave(oreturnihecarpetforreplacement，!批注［W用21):提出处理建议

Ihopetohearfromyousoon.

Lewis

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，应详细地告诉买家他们

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，

卖家可以同意给予买家部分退款，此举有助于增进买家的好感。

[Example]

DearLewis,

Iamsorrytohearthatthiscarpetwasdamagedondelivery.批注［W用22):向买家致歉

Ourcarpelwasfirstwrappedinheavyoiledwalerproofpaperandtheninadoublethickness

ofjutecanvas.Undernormalconditionsihisshouldhavebeenenoughprotection.However,there

mightbesomethingunpredictedhappenedduringthedeliveryandcausedtheunwanteddamage.批注（W用23]:解择击成问地的原因

Wcagreetothepartialrefundof30%whichyousuggest.Ihaveaskedtheaccounting

departmenttorefundyourcard.Pleaseallow7-10businessdaystoseethecreditrctlcctcdonyour

card'sstalcmenl.批注[W用24J:同息:对方提出的要求

Onceagain,ourapologiesforthetrcubleandinconvenience(hishascausedyou.批注[W用25]:以致软结尾

Yoursfaithfully.

Name

Step5:CompleteLearningTasks完成学习任务

你在Wish平台上经营一家男装店铺,一位俄罗斯客人King在店铺购买了一套西服。

昨天，你收到King关于西服尺码不符的投诉邮件。他购买的衣服是L码，而收到的却是M

码。请给该客户回复邮件，说明解决方案。

LearningActivity3ComplainandReplyaboutLogisticsDelay

学习活动3关于物流延误的投诉与回复

【LearningObjectives学习目标】

1.Learncorevocabulariesrelatediocomplaintandreplyaboutlogisticsdelay

2.Learnusefulexpressionsandsentencesrelatedtocomplaintandreplyaboutlogisticsdelay

3.Leanithewritingmethodsofreplying:ocustomers'complaintsaboutlogisticsdelay

[ClassHour建议学时】

2periods/2学时

[LearningTask学习任务]

请在学习本章节内容后，用所学区识点和相关句型回攵客户关于物流延误的投诉，解释

物流延误的原因，要求内容清晰准确，语言礼貌得体，能妥善解决问题。

[LearningProcess学习过程】

Step1:LearningCoreVocabularies学习核心词汇

transit['tranzit]n.theprocessofbeingmovedorcarriedfromoneplacetcanother运输；

运送；搬运：载运

c.g.I)Youshallberesponsibleforthelossofthegoodsintransit.

对于货物在运输途中的损失，你方应该承担责任。

II)Thesegoodsweredamagedintransit.

这些货物在运输过程中损坎了。

unknown|An'naunJadj.nolknownoridenlified未知的：不详的：未被确认的

e.g.I)Theaddressisunknowntome.

地址未详。

II)Thedetailsofihclogisticsarcunknown.

物流的详情还不清她。

settleIsell]v.Iopulanendloanargumcnloradisagrccmcnl结束(争论、争端等)；解

决(分歧、纠纷等)

e.g.I)Theyagreedtotrytosettletheirdisputebynegotiation.

他们同意通过谈判来努力解决纠纷。

II)Bothsidesarclookingforwaystosettletheirdifferences.

双方都在寻求消除分歧的方法。

restriction[risinkfn]n.aruleorlawthatlimitswhatyoucandoorwhatcan

happen限制