6.4 跨境电商常见问题解决-售后问题（课件）《跨境电子商务实务》（北京交通大学出版社）

6.4售后常见问题 物流问题 质量、数量问题 评价问题 物流问题:发货 换单号 物流动态 没有收到 质量问题:物流 厂家 客户 评价问题:求好评 差评回复 纠纷问题:少发错发 货不对版 损坏问题 没有收到货物（海关扣关、物流显示货物在运输途中、包裹原件退回、物流妥投地址与买家下单地址不匹配、物流信息查不到或者异常、物流显示货物已经妥投） 1 1.物流：已发货并告知买家 Hello X,  Thank you for shopping with us.  We have shipped out your order (order ID: xxx) on Feb. 10th by EMS. The tracking number is xxx. It will take 5-10 workdays to reach your destination, but please check the tracking information for updated information. Thank you for your patience!  If you have any further questions, please feel free to contact me.  Best Regards,  (Your name)  2 1.物流：关怀客户-物流动态 Dear customers, Thanks for your patient waiting. we'd like to inform you that your order has arrived in your country. So pleases kindly check your order. We're really appreciate that you could contact us in advance if have any question. Your satisfaction is our goal. Wish you have a nice day! Sincerely 1.物流问题：发货后发现漏发或错发 Hello friend, it is a pity to tell you that our delivery member forgot to send the gauze bag to you. Could we send you again or we give you $**** discount to you when you order next time? I’m so sorry for all the inconvenience. Thank you very much, best regards. Alice 1.物流问题：无法送达 Hello X,  Thank you for your inquiry; I am happy to contact you.  We would like to confirm that we sent the package on 16 Jan, 2021. However, we were informed package did not arrive due to shipping problems with the delivery company. We have re-sent your order by EMS; the new tracking number is: XXX. It usually takes 7 days to arrive to your destination. Thank you for your patience.  If you have any further questions, please feel free to contact me.  Best Regards,  (Your name)  1.物流案例：更换单号 填单后原来的物流渠道出问题，需要更换渠道导致要改跟踪号 知道出问题的时候先发一封 Dear friends, your package has been shipped out, but information update delay because of continuing heavy rains. If your package is still not tracking information in 10 days, I will resend goods to you. It is unpredictable situation, but we are integrity and responsible seller. You do not have to worry about anything. I hope the parcel reaches you as soon as possible. 正式换单号的时候再发第二封： Dear friends, your package does not update the information until now. We are also very worried. To avoid your loss, we’ve resent one to you. I hope you forgive me. If you receive it, please tell me. If it still does not update information, please prevail in the new tracking number. The new tracking number is: RN606166217CN. 1.物流：物流遇到问题，退件 退件原因很多，到达目的国家后没有投妥成功的，引起的原因多为关税/或者投递不成功保留过期等；还有一部分原因，可能是由海关问题引起的，没有从中国成功封发出口或者没有办法进入目的地国家。 Dear valued customer: Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today. I regret to inform you, as per current tracking result, I found the tracking result indicate that your package is undergoing an unusual condition. It was returning back to us. The possible reason for returning will be written on the package (Incorrect/illegible/incomplete address, expired retention period; the addressee failed to collect the item; the addressee does not reside at the given address; refused to accept by addressee, etc.) I can inform you further once it returned back to us. Depending on this unusual situation, My apologies for the inconvenience. I would willing to resolve this problem by making full refund or replace one and send to you. (退件问题要具体情况，需要怎么解决要修改)。 Again, please accept my sincere apologies and let us know which method you are preferable to resolve this unfortunate situation. Have a nice day! Best regards 7 1.物流问题：退件处理 Dear valued customer: Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today. I regret to inform you, as per current tracking result, we found the tracking result indicate that your package is undergoing an unusual condition. It was returning back to us. The possible reason for returning will be (Incorrect/illegible/incomplete address, expired retention period; the addressee failed to collect the item; the addressee does not reside at the given address; refused to accept by addressee, etc.) I can inform you further once it return back to us. Depending on this unusual situation, My apologies for the inconvenience. I would be willing to resolve this problem by making full refund or replace one and send to you. (退件问题要具体情况，需要怎么解决要修改)。 Again, please accept my sincere apologies and let us know which method you are preferable to resolve this unfortunate situation. Have a nice day! 1.物流问题：查询结果签收，而收件人声称未收到件 Dear valued customer: Hello! We appreciate the time you have taken to contact us about your order with tracking number RJ014099257CN（示例单号）and I am happy to assist today. Here is the detailed tracking information for your order: ==========Powered by 17track.net As per current tracking result, I found the tracking result indicate that your package has been delivered successfully. If you haven't received your package, I'd advise you contact with the shipping carrier directly to verify more information such as "Delivered address and signature name". Due to privacy policy, the carrier may not display the addressee's name and address online, though they would keep them at their interior system. And I'm 100% positive that we have shipped your order to your designated shipping address as the following: 在此处可以确认一下收件人的地址及邮编等资料; Before you contact with the shipping carrier, May I advise you check with your families, roommates, and neighbours, etc. See if anyone has signed the item for you. Carrier name: USPS （示例邮政运营商） Helpline: 1-800-222-1811 （示例邮政运营商帮助热线） I will be here to assist you find your order, keep me posted. Have a nice day! Dear valued customer: Hello! I appreciate the time you have taken to contact us about your order with tracking number RJ014099257CN（示例单号）and I am happy to assist today. Here is the detailed tracking information for your order: ====================================== Powered by 17track.net As per current tracking result, I found the tracking result indicate that your package has been delivered successfully. If you haven't received your package, I'd advise you contact with the shipping carrier directly to verify more delivered information such as "Delivered address and signature name". Due to privacy policy, the carrier may not display the addressee's name and address online, though they would keep them at their interior system. And I'm 100% positive that I have shipped your order to your designated shipping address as the following: 在此处可以确认一下收件人的地址及邮编等资料; Before you contact with the shipping carrier, May I advise you check with your families, roommates, and neighbors,etc. See if anyone has signed the item for you. Carrier name: USPS （示例邮政运营商） Helpline: 1-800-222-1811 （示例邮政运营商帮助热线） I will be here to assist you find your order, keep me posted. Thanks for your business again! Have a nice day! Best regards 9 2.质量数量问题：产品损坏 买家提出产品质量问题，如何解决？ 如果是质量问题，请买家提供照片，通过照片判断是因为产品本身缺陷，还是因为物流造成损坏，或者是因为买家使用不当造成的损坏。 当出现产品质量问题时，建议卖家及时赔付买家，取得买家谅解；（卖家要及时敏感的发现是否批量问题） 当出现物流造成产品损坏时，如果产品可以轻易修复，可以和买家商量给予一定补偿；如果完全损坏卖家也应该积极赔付买家；(卖家要及时敏感的发现是否包装问题） 当出现买家使用不当造成的损坏时，是否赔付视买家的意愿和沟通情况。 货物与描述不符类  定义：买家收到的货物与卖家在网站相应的产品detail页面的描述，存在颜色、尺寸、产品包装、品牌、款式/型号等方面的差距。  颜色不符是指所收到货物的颜色与产品描述（图片，描述）有不符。  尺寸不符是指所收到货物的尺寸与产品描述不符。  产品包装不符是指所收到货物的内包装与描述有不符（无包装，包装不符，包装破损和污渍），产品包装是指产品本身所有的包装（邮局、卖家使用的外包装除外）。  品牌不符是指所收到货物的品牌与描述不符。 款式/型号不符是指所收到货物的型号/款式与产品描述（图片，描述）有不符。型号/款式是指：指产品的性能、规格和大小。 10 2.质量问题：产品损坏的处理 Hello，XXX I am very sorry to hear about that. Since we did carefully check the order and the package to make sure everything was in good condition before shipping it out. I suppose that the damage might have happened during transportation. But we are still sorry for the inconvenience that has brought to you. We guarantee that we will compensate the losses and give you more discounts the next time you buy from us. Thanks for your understanding. 2.质量和数量问题：漏发发错 买家提出漏发、发错货，如何解决？ 国际快递是按克计算运费，当买家提出少发货时，卖家可以查询发货信息的重量是否和产品数量总和相符，以判断是否漏发； 当买家提出发错货品，卖家可以要求买家提供照片以判断是否发错，如果是货值高的商品建议发货时一定要视频记录整个发货流程，以备在产生纠纷时有用力证据。 平台要求提供发货底单以及重量说明。包括： 1、单件产品重量照片； 2、整件产品加上包裹重量照片； 3、发货底单和物流出具的包裹重量证明。 2.质量和数量问题：漏发错发 第一封信 Hello， We have received your message. Could you please send us the package picture and the product pictures you received from us? And we will check and compensate you soon. 第二封信 Due to a mistake we made when preparing for your order, one item was not included in the delivery.(one item was wrong)We will send the missed item （the right item）to you as soon as possible if you want. We can refund you all the money you paid if you like. We apologize for any inconvenience this may cause you. Waiting for your reply. 2.质量数量问题： 货不对版 实际产品和描述不符。这时卖家要非常敏感，是否批量的质量或者描述问题。应注意记录。 卖家需要承担的责任：  1）如果卖家产品标题、图片、描述中明确写明产品型号，默认为该产品具有该型号的所有功能，如果买家投诉缺少某功能，卖家将承担全部责任；  2）根据买卖双方的证明，如果有货物与描述不符的情况，则属于卖家责任，买家对于处理方式有最终选择权利，买家可选择部分退款或者退款退货。 3）买家收到货物后因货物为侵权假冒产品或涉嫌侵权假冒产品而提起退款。卖家将承担全部责任并且根据平台规则接受处罚。 2.质量数量问题： 货不对版的处理 Thanks for your message. Could you send a picture of the product ? So we can check what is wrong with this product. And we will refund you or send you a new one ,whichever you prefer. 第二封信 After we check your order, we found we sent the wrong model to you. Could you accept partial refund of 10$ as compensation? 第三封信 Of course we can send you a new one if you don’t want the refund. The package is sent to you by EMS, and the tracking number is*******. Dear Valued customer, Thank you for shopping on our store, we hope you are enjoying your purchase. Your happy shopping experience is very important for us .We would like to invite you to leave your feedback on products and service. Your real feedback would help others make purchases like yours. Thanks for your support, and we look forward to providing you with the best purchase experience again on Aliexpress! Best regards, Alice 3.评价：邀请评价 3.评价：差评的原因和处理步骤 （1）认识到差评不可避免。差评率控制在较低比例即可，差评太高往往反映产品质量问题、描述问题、物流包装问题或者服务问题。 （2）个别差评处理步骤：查找买家，联系客人，询问原因，退款或者换其他货物，表达足够的诚意，最后询问客人解决方案是否满意。 （3）多差评的处理步骤：检查产品质量、检查产品描述，调查产品包装、物流方式。 我处理过一个产品发错引起的差评。 17 3.评价：差评处理 Dear *******,Thank you for buying brand ***** and trusting our store. We are so sorry that your feet hurt because of using our insoles and our products have made you have a bad experience. Our insoles have arch support which are suitable for flat feet. Our product experimenter tried on this insole and 90% people with flat feet feel comfortable. Only a few people feel pain with this. If you feel pain on your feet, please apply for refund. The return policy is as below: The insoles are not customized insoles, so they might not fit for you. We guarantee to provide comfort to our customers, so we always accept return after trying a few days. Best Regard! Looking forward to your reply。 案例：Used for my work shoes as on my feet for 10 hrs first few hours was comfortable but not for wearing all shift made my feet very sore but early days only used them for 4 days now。 3.评价：反馈和评价的回复 上文差评的回复：We are so sorry that our products have made you have a bad experience. May be our insoles not fit for your feet.You can contact Pcssole customer service team to choose to return goods or apply for refund. 实践环节 1.根据购买过程总结客服服务的主要情况。 2.每组每个同学给你的同伴给出1个情况，酌情处理，写一封信，然后分组互评给出星级。 评价标准： 四星 1.较好解决问题 2.给出一个方案 三星 1.初步解决问题 2.未能控制损失 五星 1.较好解决问题 2.控制损失 3.给出多个方案 4.促进销售 1.漏发错发 2.产品丢件 3.个别的心里预期不能满足的差评 4.催款 5.砍价 20 小结 我们学习了售后问题常见问题的处理，基本的思路在于帮助客人解决问题，我们可以给出几个我们的方案，但是解决问题的时候要注意控制我们的损失，也要注意发现公司的问题。 本章小结 跨境电商客服不仅仅是客户服务，客服关系到团队整体的工作业绩。客服处理工作的核心是使客户满意同时店铺盈利。跨境电商B2B客服的工作在于引起兴趣，客户满意，促进成交。常见问题的处理除了语言能力还需要相关的沟通能力、文化能力 。 $$