第2篇 section 7（课件）-《外贸英语函电》同步教学（大连理工大学出版社）

/07 Situation Handling Disputes If the customer contacts the seller after an item is sold, it’s most probably because there is a problem with the item, the delivery or other aspects. Statistics show that 70% of the letters sellers receive every day are complaint letters about products and service. To deal with these complaints is also a main part of the daily work of service agents in cross border e-commerce. Background Information 售后买家与卖家联系时往往是产品或物流运输出现了问题，或者是其他服务方面出现了重大问题。 经过统计发现，许多卖家每天收到的邮件有70%左右都是关于产品和服务的投诉，处理这些投诉也是跨境电商客服人员最主要的日常工作。 Background Information Specimen Letter 1-Agreeing to Compensate Dear customer, We’re so sorry for having brought you a bad shopping experience. We should have sent you a belt which goes with the dress you bought as we promised. But out of our mistake, you didn’t get it. In order to make up for our mistake, we would like to refund you $5 according to your request. It will reach your original payment account in about 3 bushiness days. We promise this will never happen again and hope you will continue to visit us. Best regards, Maggie Task 1 Specimen Letter 1-参考译文 亲爱的顾客： 很抱歉给您带去了一次不好的购物体验。我们本该像承诺的那样把连衣裙配套的腰带发给您的，但由于我们的失误，您没拿到腰带。 为了弥补我们的失误，我们愿意答应您的要求退还5美元。它将于大约3个工作日后退回到您的原付款账户。 我们保证今后不会再发送这样的事情，希望您再次光顾。 谨致问候 Task 1 Specimen Letter 2-Agreeing to Return Dear customer, I’m sorry that you are dissatisfied with the suit you ordered. We accept your request for return, but according to our return policy, in this situation, the freight will be for your account. Besides, please send out the item within 15 days after it was received, and make sure that the suit is in the original package with all its accessories and tags. Also, please inform us of the tracking number after you send out the item. We will refund you once the item reaches us in good condition. Best regards, Maggie Task 2 Specimen Letter 2-参考译文 亲爱的顾客： 很遗憾您对购买的西服不满意。我们接受您退货的要求，但根据我们的退货规定，运费将由您承担。请在收到货后15天内将产品寄出，并将西服及其标签、配件装入原包装内。寄出后请告知运单号码。 收到完好无损的产品后，我们将立即退款。 谨致问候 Task 2 Specimen