跨境电商客服必备主动回访邮件

 1、可以选择加入自动邮件系统中的详细的物流信息
Thank  you  for purchasing   (item ID or  item  title)   . Please  note  that  this  item will  be dispatched from  China ,   so  the  shipping  may  take  longer  than  domestic  shipping. We  will  ship  the  item out promptly  after  receipt  of  payment.  Please  refer  to  the  estimated  delivery  time  chart  in  the  item  description to  estimate  your item’s  arrival  time. Your  satisfaction  is  our  priority.  If you  have  any  concerns ,   please  contact  us  through  eBay  message. Thank  you  for  your  understanding  and  patience.


2、物品寄出后向买家提供物品跟踪号 ，并告知预计送达时间
Your item has just been sent out via China international Shipping service which may take  about 15-20 business days to arrive at the final  destination.

The tracking number of your parcel is: RR123456CN , and you can track the shipping status o the website bellow in a few days:

http: //intmail.  183. com. cn/ item/itemStatusQuery.  do?  lan= O

Besides, as we all  know  that  international  shipping  requires  more  complicated  shipping  procedures ,  such as both  countries’ customs clearance,   transit  stations etc. , it will  probably  take longer，time  for  your  item  to  arrive  at  the  final  destination.

Much Appreciate for your understanding on this uncontrollable matter. If you have any other concerns,  feel  free  to  let  me  know.


3、成交后与买家沟通六步走邮件
（1） 当收到买家的付款以后

Your payment has been received for the  following  item. We  will  ship  it  within xx days as promised. After doing  so ,  we  will  send  you  a  notification  letter ,   with  tracking  number in formation  if applicable.

Two points  for clarification:

①Shipping charge: some buyers might think our  shipping  charge  is high. But  the  fact · we charge you basing on the actual shipping   cost.

②Shipping  time:   because  you  bought  the item from opposite side of  the earth,   it needs time to ship and the duration on its way  to  you  is out of  control. We  can  only  ensure  you  to  ship  the item within certain  biz days  as described in item listing.

Therefore, please  don’t  leave  us  1,  2 , 3 or 4-Detailed Seller  Ratings  on  Shipping  Time and Shipping Charge  which  equaling  to negative feedback. We welcome your positive  5-Detailed Seller Ratings  for  us.

( 2）当物品发出以后

A. （如果使用的挂号运输方式 ，如 EMS 或者挂号小包）

The  postman  just  picked  up  your  item  from  our  office. It is estimated  to  arrive  in  7-10 days  normal  conditions. If not ,  please  don’t  hesitate  to  contact  us.

Here is the tracking number of your parcel ————and you can logon www. 一一一一一. com（官方查询网站） to  view  the  updated  shipment ,   which  will  be  shown  in  1——2  business  days.

You can visit http://pages.ebay.com/help/feedback/ detailed-seller-ratings.html to  get  more detailed information  about  rating  seller’s  postage  time  and  shipping  charge. We  warmly  welcome your  feedback.

①When  rating  sellers  on  postage time -Rate  the  seller  only  on  the  time  it  took  to  mail  the  item,   not  the  time  it  took  you  to  receive  the  item. Don’ t  hold  sellers  responsible  for  delays  in  mail services ,   international  custom  delays ,   or  for  the  time  it  takes  for  your  payment   to  clear. If  you picked  up  the  item  locally ,   you  won't  be  able to  provide  a  rating  for  this  category.

②Remember  that  sellers can  charge for  the  cost  of  the  actual  packaging materials, along with a reasonable handling fee to cover their time and direct costs associated with shipping. If the seller provided free shipping , we give the seller a 5-star shipping and handling charges detailed seller rating automatically, and you won 't be able to change the rating. For international  transactions,  you  may also  be  responsible  for  duties ,  taxes,  and  customs  clearance  fees  as  requested  by  country laws.

Thanks again for your great purchase and great understanding. We sincerely hope our item and customer service can give you the best buying experience on  eBay.

B.（如果使用的是不挂号小包）

The postman just picked up your item from our off ice. (We will write you another email later to prove that we shipped the item) It is estimated to arrive in 14-21 days in normal conditions. If not , please do not hesitate to contact us. We shall do whatever we can to help you.

You can visit http://pages.ebay.com/help/feedback/ detailed-seller-ratings. html to get more detailed information about postage time and shipping  charge.

①When rating sellers on postage  time  Rate the seller only on the  time  it  took  to mail  the  item , not the time it took you to receive the item. You should not hold sellers responsible for delays in mail services ,  international  custom delays or for the time it took for your payment  to  clear.

②When rating  the  seller  on postage  and  handling  charges,   remember  that  sellers may charge actual  packaging  materials  costs  and  a  reasonable  handling  fee  to  cover  the  seller’s  time  and  direct costs associated with  postage. For  international  transactions , you may also be responsible  for duties , taxes , and  customs  clearance  fees as  requested  by  country  laws.

Thanks once again for your great purchase. We sincerely hope our item and  customer  service  can give you  the  best  buying experience  on eBay.

C. 寄出证明 （作为无法在网上查询的包裹的跟进）

（3） 货物发出后的第 10 天 （针对于无法在网上查询的包裹）

10 days  have  passed  since your  item  was  shipped. It should  be  soon  to come to you. （In normal conditions , it  takes  around  10→21 days from  CN  to  USA)

When you receive it , we sincerely hope that you will like it and appreciate our customer  services. If you have anything you feel  unsatisfied with , please do tell us. So we  can know what  we  should do to help you. In the meantime,  we will  get to know where we should    improve.

If you  are  satisfied , we sincerely  hope  that  you  can  leave  us a  positive  comment  and four 5-star Detailed Seller Ratings, which  are very important  to the growth  of  our small company.

Besides, please don not leaves us 1,  2 ,  3 or  4-star  Detailed  Seller Ratings  because they  are equal to negative feedback. Like what  we  said  before,  if  you  are  not  satisfied  in  any  regard . please tell us.

Thanks  once  more  for  your  purchase.

（4） 货物发出后的第 20 天 （针对于无法在网上查询的包裹）

20 days  have passed  since your item was shipped. Have you received it?  (In normal  conditions. it takes around  10 21 days from CN to  OZ)

If you  haven ’t  received  your  item  and  this  situation  lasts  to  the  30th  day,   please  do  contact us. A  full refund  will  be issued to you with no excuse. We do not  want  to give you  a bad  buying experience even when the shipping is out of  our  control.

But if you receive it , we sincerely hope you can leave us a positive comment and four 5-star Detailed Seller Ratings if you like it and appreciate our customer  services.

Thanks  once  more  for  your  purchase.

（5） 包裹妥投后 （针对于在网上查询的到包裹）

Now  the item is successfully  delivered  to you , our friend! We sincerely  hope you will  like it and be satisfied  with  our  customer  services. If you  have  any  concerns,   please  don’t  hesitate  to  contact us. We  would  like to  do  whatever  we  can do  to  help  you  out.

If don’t mind , please  take  your  time  and  leave  us  a  positive  comment  and  four  5-star  Detailed Seller Ratings  to  us,   which  are very  important  to  the growth  of  our  small  company.

We  beg  that  please  do not  leave us 1,  2 ,   3 or 4-star Detailed  Seller Ratings  because they mean  that  “you  are  not  satisfied",   equaling  negative  feedback. Like  what  we  said  before,  if  you are satisfied  in  any  regard , please  contact  us  for  solution.

Thank  you  so much  indeed.

（6） 收到买家好评后

Thank you for your positive comment. Your  encouragement  will  keep  us moving  forward. We sincerely  hope  that  we'll have  more  chances  to  serve you.


4、物品售出 ：提醒买家尽快付款
当你欣喜地发现物品售出时 ，一定希望买家能尽快付款，但也有一些买家可能因为某些原因而迟迟未付款 ，你可以发送一封邮件给买家，提醒他尽快付款 ，如果有什么问题可以让他及时联系你。

（1） 提醒邮件一一买家拍下物品后，却迟迟没有付款 。

Much  appreciate   your   purchase   from  us , but   we   haven ’t   received   your   payment   for   that  item  yet.

As a friendly reminder , the instant payment is very important. The earlier you pay , the sooner you will get the item.

Please make your  payment  as soon as possible,   so we can send you  the item in time. If you  have any  problems  during  paying ,  or  if  you  don’t  want  it  any  more,  please  feel  free  to  let  us  know. We can help you to resolve the problems or cancel our transaction. Thanks  again  and  looking  forward  to  hear  from  you soon.

（2） 二次付款提醒模板

Email Title: Second Payment Reminder

Email Text :

Thank  you for purchasing the item  named ——on date of——。

We  much  appreciate  for  your  interests  on  our  item , but  we  haven’t  received  your  payment  yet. If  there's  any  problem with  you , please let me know. Because we  usually  keep  the  unpaid  item only  for  7 days ,  after  that  we’11 initiate a request to eBay Resolution Center to cancel this deal as an“Unpaid  Bidding"  case which  may  heavily affect  both of  our  credits.

If you bid this item due to a careless mistake, please also let us know. We could reach an agreement to cancel this transaction so that we'll resolve this problem properly. Or please do make your payment  through PayPal  as quickly as possible, and bellowing is your Item detailed  information:

Item title :   

Item Link :      

Item number :      

Buyer User ID:      

Seller User ID:     

Your total payment  will  be :

$一一一一 per item

$一一一 insurance  (Included in Postage & Handling)

$一一一一一 Sales discounts （-） or charges (+)

$一一一一一＿shipping/ handling

$一一一一= Total Payment

Any other questions,  please do not hesitate to contact  us. Thank  you  for your  attention.