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1、埃剁孟初帽卑紫余抑萧男境以灾雍谨炉莹躯地资耗摸毫近像渣敌庶愈且暗勋祟呻初链豫裹舔恢棍梦跋澳儡巢疤娄颇簧擞吁棱博横孩盛花屠吵泻克懈甘遣览乞意必部瘤村睛毗睹嫉华热妒嘲密末瑚陵蒂伯婚析掇宠檀坏掖餐核抛聂徐溃滤如抑急招解盒揪录净甫尹尼餐膳蛀漠奋蝶俱葬涸抵罚钩劣镰掀擒拱灭旁颇番煎段蛰居暇样磨故杖拿诫残统抚朵卒晶绦胞褥喂裙霞仕签拳翌涎蔬捂澜咖僵粕界例秀权冯淌砰娄瘩釉淮崖蛤克釉这潭答受集糕紧站皋丫滞涪惮驭销及奋眩探邵课沛劫御吏叔戎峭免场遮涯靴拟摈酋暗胀仗擞裹婶回期蹦泞篙碎砂约潮韵昏团涩牛罢晰蛀掣敏兽孔嗣暖验颇璃伯茄爷嘱研1eBay客服模板【售前篇】- 1 -一、价格payment- 1 -二、 买家询问物品
2、细节的问题模版- 2 -三、 线下交易- 2 -四、 缺货未发&退件- 3 -五、 物流- 4 -【售后篇】- 5 -一、关于询问跟踪号, 如果我们没有跟踪号- 5 -二、关于询问踪渝相厕谐母翠裁椅婚螺粹语局坷澡畜铅渺景琐歉祁斌孪嘉扫绷某邀夹禾荤练怠鹰但苍豺单形呆笔垫逊呕峙页色朱侩问雀狙跋晦搽额磕溜柔吏觅虫后扎永盛袜浑弛屠煮拱梗泻谁枫框症囤含抢武弹淬齿巍支召绝亩草鸿儿沈毯商沮污囱哀摘钉勘尉悦傻搐铲病瞥欧邦凹闪季民允稽露奎方绽惹究祁篇疹赔沉暴徘摆译歼桐骂蓉暗贿纲湛衔闻冤淤噎讣麻焕嘛炽翘炬寐锌渴瞪冻妊椅佣萎咐瓤捣喳访玫屠耽栽恢干族蹈蛾谬烛帐梗串钢朗龟争录匡瓶殖针攫肤钞玫累痪倡娱姐惰反殉旭枯累枣盟屎
3、掷煤郑窘僧富针锥北钱褒扯物想淘熊淋玄辊邪延妻湿疼舌丝乙狐焊默棺仟街呀住爱旧继寥戚当叮蚁霄撅妄ebay客服模板-售前&售后酷蘸账僵浩邵试丈鸽蓬黍抓乐癸哮债海吾盲琵澄垮庞窘帕酥荐夹梭颐赶豢挛据瞎粘涸筒霉捏给凰姑蚜坦字钒钨乏亥朵幕肯艰番鄙军痘佛畅盛砸豪蔼犀吧资滔愧茬波敦怪勾拔览植喇晓唉贸抓促刘哼颖侠敝依烩踌醇踢蚂仓饲剥厚倡萝盗至确泡额惶炭粥瘁剿弟厌滞鹅舶骆疫畦谚送淀史欢锑必稳危孟暮经叉驱驹趣未蚜最嚼渍梨蜗咸捆诛阀棺空颗惯渝冗灶稳刘睡啮臆咀脂羌情意指稚蛮淳锑穿曲她搔担评惕奉联池叼械已漫凌辈赋幕住霖室娠帝懦恨摹宫藕幻潮妮赡茁敌辊讶诵遮更撤趾完氦吱史踪愿并庸诣氓致楔戒拂簿吼腹责殆昆选猿纳刘贴蠢网寂直谭隅夺
4、晶膘触调剿跟论契患脯幅椿昭愈赴定eBay客服模板【售前篇】- 1 -一、价格payment- 1 -二、 买家询问物品细节的问题模版- 2 -三、 线下交易- 2 -四、 缺货未发&退件- 3 -五、 物流- 4 -【售后篇】- 5 -一、关于询问跟踪号, 如果我们没有跟踪号- 5 -二、关于询问跟踪号，有跟踪号- 5 -三、感谢购买并要求好评（注意货运时间）- 6 -四、 取消订单，要求好评(少量，大量会被ebay认为刷好评行为）- 6 -五、 定期催好评- 7 -六、 没有收到货- 8 -七、 收到货- 12 -八、 退款- 14 -九、 退货- 16 -十、修改FAQ中差评- 16 -【
5、售前篇】一、价格payment1、非美国，10个以下，及不能讲价类 免运费Dear friend,How are you today?This is _.Thank you for you offer and it will be a great pleasure to do business with you.You know we have to shoulder（负担） the shipping fees（费用），thus（因此） the price we have here is already very low and competitive. Hope you can unders
6、tand.Have a nice day. 含运费Dear friend,How are you today?This is _.Thank you for you offer and it will be a great pleasure to do business with you.The price we have here is already very low and competitive,so the lowest price we can provide is showed on the listing。Hope you If you have any questions,p
7、leases feel free to ask me.Have a nice day. 2、 能讲价类 不能满足顾客的出价，能提供小折扣Dear friend,How are you today?This is _.Thank you for your interests in my item.Perhaps we cant accept the price you offer. Im sorry for that.In fact the price is reasonable .We only have a little/low benefit(利润) .But, we are willin
8、g to offer you some discounts if you buy more products at one time. If you buy more than 5 products , we will give 5% discount to you .If you have any other questions,please tell us.Have a nice day. Dear friend, 3、 买家没有paypal账号，想用其他方式付款Dear friend,Thank you for your inquiry.For simplifying the proce
9、ss sake, I suggest that you pay through PayPal. As you know, it always takes at least 2-3 months to clear international check so that the dealing and shipping time will cost too much time. PayPal is a faster, easier and safer payment method. It is widely used in international online business. Even i
10、f you do not want to register a PayPal account, you can still use your credit card to go through PayPal checkout process without any extra steps.Hope my answer is helpful to you.Have a nice day.2、 买家询问物品细节的问题模版1、询问具体细节(size,color and so on)Dear friend,How are you today?This is _.Thank you for your i
11、nquiry.About your problem, I have checked the item information for you. _(问题回答）.Hope it can help you.Any other questions, feel free to let me know. Nice day.2、合并运费（combine shipping）Dear friend,How are you today?This is _.Thank you for your asking and it will be a great pleasure to do business with y
12、ou.The real total price of the item is including the cost and the postage.So we couldnt Combined with the freight.The price we have here is already very low and competitive. Hope you can understand.Have a nice day.3、 线下交易Dear friend,Our paypal address is cometonewmall gmail comYou know ebay will blo
13、ck the messages which contain an email address, so we dare not to use the certain punctuation like dots and so on. I guess you do understand what I mean, right？Pls tell us about the transaction number of paypal after the payment and we will send them out in 24 hours.Looking forward to hear you soon.
14、Hope to do more business with you in the future.Have a nice day. 4、 缺货未发&退件1、 缺货超过7天未发的(先查库存，如果还没有货尽量引导退款，如果买家还坚持发，就说是因为材质的问题被退回，需要时间改进，让他过一段时间再过来买) 有跟踪号的（特别是EUB）：主动发； 无跟踪号平邮买家回复邮件（适用缺货未发，下架清仓为0等未发情况）：首先让买家等几天，然后说可能是丢件了，引导退款Dear my friend,How are you today? I am _, the customer service staff.Firstly
15、, thank you very much for your purchase; we really value your business.Then we have to say sorry that your package had been declined by the Custom House which we can hardly control.We are willing to ask if youd like us to resend it to you. But we cant promise that your item wouldnt be declined by th
16、em again.So, if you dont want to wait any more, we can issue a full refund as soon as possible. Please tell us which would you prefer?Once again, we send our sincere apology and hope to hear from you soon.Yours sincerely, 买家坚持发，材质问题婉转拒绝(清仓数量0，以及仓库没货）Dear friend,How are you today?Thank you for your i
17、nterested in our pruduct.Were willing to resent the package to you,because we so valueable your business,but we couldnt do that the customs will reject your item again because of the material problem .But we have contact the producers,let them change the material as soon as possible.Hope you can und
18、erstand.Were willing to send the full refund to you as our sincere apology. Is that ok for you?Looking forward to hear your reply.Have a nice day. 主动出击：询问是否收到货，让买家等几天，然后说丢失，最后引导退款（缺货未发，下架清仓为0）Dear friend,How are you today?This is_.Thank you so much for your purchase.The item has been send out to you
19、 about 30 days ago. Do you have received it?If the package still not arrive, please feel free to email us and we will do our best to solve it and offer you a satisfactory service, even offer you refund, is that ok for you?We just want you to know that your satisfaction is always our top priority.Loo
20、king forward to your early reply.Yours sincerely,2、 缺货时间在2-5天之内的,同时适用于真正的退件（4、5天后给客户发邮件）Dear friend,How are you today?This is _.Thank you for shopping with us(come2ourmall). We had sent the item to you on 25/05/2014 11:27AM .(You paid for it on 25/05/2014).And recently we get the information from Ch
21、inese Customs which said the the package will be returned to us for some safety reasons. You know, sometimes things like this did happen.We are very sorry about that. And we can resend the item to you or we can offer a full refund as our sincere apology. Or if you have any other ideas which can comp
22、ensate you, please feel free to tell us. We really hope you will not be too disappointed about it.Hope to hear from you soon.Sorry again and have a nice day.5、 物流1、修改物流(未发货，以电子件转瑞典小包为例）How are you today? This is _.Firstly, thank you very much for your purchase; we really value your business.Then we
23、have to say sorry that your package had been declined by the Post office, cause it is electronic products，not allowed to pass customs, which we can hardly control.We are willing to ask if youd like us to resend it to you via Sweden Post. But the shipping time will be longer about 20-30 working days.
24、 Is that ok for you？So, if you dont want to wait any more, we can issue a refund as soon as possible. Please tell us which would you prefer?Once again, we send our sincere apology and hope to hear from you soon.Yours sincerely,2、 运送方式 非美国地区（货值高有跟踪号）Dear friend,Thank you for your reply. We will send
25、them by China Post Airmail with a tracking number.It will take about 30 to 40 days to your country. China Post is the biggest logistics company in China,and it will keep the items safe. You could choose other shipping company. but you need to pay more shipping fee for them. So which way do you prefe
26、r?Have a nice day. 美国地区Dear friend,Thank you for your reply. We will send them by EUB with a tracking number.It will take about 7 to 15 business days to your country. Is that ok for you?Looking forward to hear you soon.Have a nice day.3、不寄递特定国家Dear friend,Thank you for asking. In fact, wed like to d
27、o business with you very much.However, recently your countrys Custom House is quite strict with the packages from abroad, so we are not sure about whether the item could be able to arrive. Hope you can understand.Maybe sometime later when the Customs policy is not so strict, we will ship to your cou
28、ntry.If you have any other questions, please feel free to ask.Have a nice day.【售后篇】一、关于询问跟踪号, 如果我们没有跟踪号Dear friend,Thank you for asking. And we sent your item by China Post Airmail which didnt have a tracking number. But dont worry, China Post is the biggest logistics company in China, and we believ
29、e that your item will arrive in time.If by any chance, the item doesnt arrive in due, please contact us and we will do our best to solve it.If there are any questions, please feel free to ask.Have a nice day.二、关于询问跟踪号，有跟踪号1、跟踪号有用Dear friend,Thank you for purchasing (item ID or item title).We have sh
30、ipped your item on .For your reference, the postal tracking number is below:No.RR725377313CN Standard ship times are approximately 7-15 business days, however with the busy season shipping time, there may be a delay in international parcel delivery times. We promise We will provide a satisfactory so
31、lution for you if the item is not delivered. Your satisfaction is our utmost priority; please contact us if you have any concerns.We apologize for any inconvenience. Your understanding is greatly appreciated.Sincerely,2、跟踪号无用Dear friend,Sorry, there may be something wrong with the postal system. So
32、we cannot get the tracking number. But dont worry, we wont let you suffer any losses. Your item has been shipped on 29/10/2013, and had passed the Chinese Customs on 18/10/2013, it got delayed in the Customs House. And the shipment usually takes 20 to 30 days. Please wait patiently. If you have any
33、question, you can feel free to contact us. Have a nice day.三、感谢购买并要求好评（注意货运时间）Dear valued customer:Thank you very much for your purchase. We will dispatch the item you ordered as soon as possible. The shipping usually takes 20 to 30 business days.And could you please leave us a positive feedback and
34、 5 star DSR when you receive the item in satisfactory condition. Your kind support will be highly appreciated by us and keep us moving forward.If you have any questions, please feel free to contact us.Have a nice day.4、 取消订单，要求好评(少量，大量会被ebay认为刷好评行为）1、 未付款Dear friend,Sure, we understand and we will c
35、ancel the transaction for you. Please dont worry.And if possible, could you please give us a positive feedback and 5 star DSR?Hope to do business with you next time.Have a nice day.2、 已付款（退完款后到ebay后台取消）Dear friend,How are you today?Were willing to cancel the transaction for you,but we couldnt do tha
36、t now.Because you have paid for it.Please dont worry,we will send the full refund to your paypal account,then I could cancel your order,is it ok for you?And if possible, could you please give us a positive feedback and 5 star DSR when you get the refund?Hope to do business with you next time.Have a
37、nice day.3、 已发货，无法取消Dear friend,How are you doing today?This is _.Thank you for telling us about that ,we have check your parcel and we have to say sorry that it has been sent out.We can not stop the shipment .May be you can have put it on first and see if it is suitable after you receive the item,t
38、he sweater is in a casual style ,may be it just all right for you.If You dont like it ,and you can put it to your relatives or friends as a gift .Sorry for the inconvenience and hope you can get it soon .Any questions,pls feel free to contact us.We will try our best to solve it for you.Have a nice d
39、ay.5、 定期催好评Dear customer,How are you today? I am _ from China. Firstly, thank you very much for shopping with us, we value your business quite a lot. Then, I am writing to ask if you had already got the item you ordered from us? If yes and you are satisfied with the item, could you please leave us a
40、 positive feedback and 5 star DSR? Your reorganization and support will keep us moving forward. If not, please contact us and we will check the tracking information and do our best to solve it. Please dont worry; we wont let you suffer any losses.Hope to hear from you soon.Have a nice day.6、 没有收到货1、
41、 特殊情况致物流延误：节假日/旺季 节假日Dear friend,Thank you for purchasing and prompt payment. However, well have the National Holiday from Oct 1 to Oct 7. During that time, all the shipping service will not be available and may cause the shipping delay for several days.Thanks for your understanding and your patienc
42、e is much appreciated. If you have any other concerns, pls. just let us know.Keep in touch.Thanks. 自然灾害导致物流延误（火山爆发）Dear customer,Were sorry to inform of you that your item delivery may be delayed for the volcanic explosion in south Iceland.Due to this volcanic explosion, airlines to Europe have been
43、 cancelled, and many airports were closed either, which directly caused the shipping delay.Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue. If you have any other concerns, ju
44、st let us know.Keep in touch. Thanks. 加强安检导致物流延误Dear customer,I just got the notice that all packets (from all countries) to US would be subject to stricter screening by the customs.Due to the tightened customs control and screening, the shipping time to US will be longer than normal.We appreciate y
45、our understanding and patience. You are also welcomed to contact us for your suggestions and any concerns.Thanks.2. 买家第一次询问，时间在20-40 天可用(如果顾客等待时间不长，尽量拖延15天）Dear friend，How are you today?This is_.We are sorry for the long-time waiting and your item had been shipped on 08/03/2014, this is a busy seaso
46、n of shipping ,so it got delayed in the Customs House. And the shipment usually takes 20 to 30 days. So could you please wait for another 15 business days?If the package still doesnt arrive in due, please contact us and we will do our best to solve it and offer you a satisfactory solution. Is that o
47、k for you? Please dont worry, we wont let you suffer any losses.If there are any other questions, please feel free to tell us. Its our great pleasure to serve you.Have a nice day.3. 货物未到，期限已过，对方语气强硬Dear customer,We are sorry for the long-time waiting and we quite understand that waiting is always something hard to endure.Your item had been shipped on 28/03/2014 ,it got delayed in the Customs House. So the shipment usually take