6.3跨境电商常见问题的解决-售前问题（课件）《跨境电子商务实务》（北京交通大学出版社）

6.3 B2C客服常见售前问题处理 1.买家后台问题 2.售前处理 一、买家后台页面问题 速卖通这样的B2C零售平台主要针对的是终端消费者，其次是一些小型的零售商。 。和我们国家一样，消费者以年轻人为主，也不乏一些愿意尝试跨境网购的人群。 消费者在购物的时候难免遇到操作问题，如果我们可以帮助消费者了解、熟悉这个平台，也是良好客户服务的提现，并且能够在这个过程中和客户建立起信任关系。 2 了解买家页面 所有订单 等待付款 等待发货 等待收货 等到评价 纠纷 1.买家页面——购买时付款问题 Question 1: I had placed my order ,but I was out of the payment page, what should I do now？ I cannot find my order, I need replaced new one? Answer 1: No need, my friend. You had placed your order , please go back to your account ,and find the button “my aliexpress” , then click it, you will see the button “awaiting payment” your unpaid order is in it. 2.买家页面——确认收货问题 Question 2: How to confirm the delivery? Answer 2: Dear customer, Open the Aliexpress homepage and click on my Aliexpress. After logging with your account and password, you can click on my orders. Finally, Click on the Confirm Goods Received. 3.买家无法下单 无法点击 原因（1）：客户有时候选择好产品，但是无法完成点击“Buy Now”和“Add to Cart”按钮 6 3.买家无法下单 注意查看提示 原因（2）无法下单原因是有时候产品的相关属性没有选择完整 4.买家下单后修改留言问题 对于客户提出的一些特殊的小要求，或者是更改尺寸、颜色时，可以告诉他们利用“Message box to seller”功能。 可以通过订单留言告知 这是客户选择完产品之后的页面，请买家注明特殊需求。 8 5.买家下单找不到修改价格后的订单。 6.多单合并支付及修改价格 Dear X,  If you would like to place one order for many items, please first click "add to cart", then “buy now”, and check your address and order details carefully before clicking “submit”. After that, please inform me, and I will cut down the price to US$XX. You can refresh the page to continue your payment. Thank you.  If you have any further questions, please feel free to contact me.  Best Regards,  (Your name) 小结 速卖通买家来自世界各地，对电子商务购物的认知水平参差不齐。有的买家不会用购物车功能，会同时拍下很多个订单；有的买家拍下后一直未付款，是因为不会使用支付功能……作为卖家要充分了解买家账户的界面，才能准确帮助买家解决问题，顺利达成成交。 二、售前常见问题 产品问题 催单付款 暂时缺货 砍价问题 包邮问题 关税问题  本节课采用教师给出情景，各个小组给出方案并写出来或者翻译出来的方式 。 12 1.产品问题:根据产品数据和以往经验回复 Hello，seller , I wear US size 8 , could you give me some advice on which size I should buy from you? answer ： Hello , size M of this dress will fit you pretty well. Please feel free to contact us if you have any other questions. Thanks! 2.催促付款的几种方式:(1)催促下单，库存不多 Hello X,  Thank you for your inquiry.  Yes, we have this item in stock. How many do you want? Right now, we only have X lots of the X color left. Since they are very popular, the product has a high risk of selling out soon. Please place your order as soon as possible. Thank you!  Best regards,  (name)  下单不付款 如何询问？ 您对我们的产品有什么疑问吗？ 您对价格有疑虑吗？尽快付款有折扣 您 在犹豫什么？尽快付款才能尽快发货 14 2.催促付款的几种方式:(2)提醒折扣快结束 Hello X,  Thank you for the message. Please note that there are only 3 days left to get 10% off by making payments. Please make the payment as soon as possible. I will also send you an additional gift to show our appreciation.  Please let me know for any further questions. Thanks.  Best regards,  (Your name)  15 1.催促付款的几种方式: (3) 尽快付款才能尽快发货 Dear X,  We appreciated your purchase from us. However, we noticed you that haven’t made the payment yet. Instant payments are very important; the earlier you pay, the sooner you will get the item.  Thanks again! Looking forward to hearing from you soon.  Best Regards,  (Your name)  2. 提醒买家尽快付款模板 Hello X, We appreciate your order from us. You have chosen one of the bestselling products in our store. It’s very popular for its good quality and competitive price. Right now, we only have X lots of the X colors left. We would like to inform you that this product has a high risk of selling out soon. We noticed that you hadn’t finished the payment process for the order. We’d like to offer you a 10% discount on your order, if you purchase now, to ensure that the product doesn’t sell out. We will ship your order within 24 hours once your payment is confirmed. If you need any help or have any questions, please let us know. Best Regards, (your name) 都考虑进去的回复模板 。 17 3.回应买家砍价 Hello X,  Thank you for your interests in my item.  I am sorry but we can’t offer you that low price you asked for. The price listed is reasonable and has been carefully calculated already.  However, we’d like to offer you some discounts on bulk purchases. If your order is more than X pieces, we will give you a discount of xx% off.  Please let me know for any further questions. Thanks.  Have a good day!  (name)  对方砍价：回复方案， 多买折扣，单件优惠券，产品本身的质量。 18 4.断货 (out of stock)  Hello X,  We are sorry to inform you that this item is out of stock at the moment. We will contact the factory to see when they will be available again. Also, we would like to recommend to you some other items which are of the same style. We hope you like them as well. You can click on the following link to check them out.  http://www.aliexpress.com Please let me know for any further questions. Thanks.  Best Regards,  (Your name)  拍下后我们产品 断货 ，请求对方取消订单或者换货 。 19 4.断货取消订单的引导 Dear Valued Customer, Thank you for your reply. Would you please choose the other cause to cancel the order? We knew it is our fault. But please offer us the big favor. We really need your great help. We will offer you some discount in your new order. After we check the cause, we will agree the canceling at once, and you will get the refund in 1-7 working days Nice day^^ 5.订单超重导致无法使用小包免邮 Hello X,  Your package is over 2kg, so we send two package to you .The tracking number is…….please look out for the two parcels .  If you have any further questions, please feel free to contact me.  Best Regards,  (Your name)  6. 关税问题  Hello X,  Thank you for your inquiry and I am happy to contact you.  I understand that you are worried about any possible extra cost for this item. Based on past experience,import taxes falls into two situations.  First, in most countries, it did not involve any extra expense on the buyer side for similar small or low-cost items.  Second, in some individual cases, buyers might need to pay some import taxes or customs charges even when their purchase is small. As to specific rates, please consult your local customs office.  Thanks for your understanding!  Sincerely,  (Your name)  谁来支付关税？我需要支付关税吗？ 22 7.因为物流风险，卖家无法向买家国发货 Dear Valued Customer,  Thank you for your inquiry.  I am sorry to inform you that our store is not able to provide shipping service to your country. However, if you plan to ship your orders to other countries, please let me know; hopefully we can ship the orders.  Thanks for your understanding!  Sincerely,  (Your name)  小结 处理买家平台问题要求我们从买家账号学会处理买家面对的问题。 处理售前问题需要我们掌握的产品、服务知识、平台知识，解决客人的疑问，从而更好的促进成交，也能减少后续的一些问题。 $$