与海外买家沟通技巧20招，总有一招适合您

目前，沟通与客户服务已经成为跨境电商拓展市场，保持客户黏性的重要手段之一。那么如何得体的与您的海外买家进行有效沟通呢？下面给您介绍一些常用的沟通方式：

一、付款阶段

A, 买家未付款催单技巧：(AwaitingPayment)

Dear valued Customer,

Thank you for your order, We have this item in stock, if youhave any query for processing the payment of the order, please feel free tocontact us.Thank you!

Seller ID

B, 款项正在审核阶段(Pendingpayment verification)

Dear Valued Customer,

Thank you for your order. Your payment is currently beingprocessed and will be shipped to you as soon as your payment has beenconfirmed. If you do experience any payment issues, please feel free contactus.

Thank you !

Seller ID

二、订单付完款后，发货前

1, 买家下完单，但是缺货断货，可推荐其他产品或者同意退款,询问买家意见

Dear Valued Customer,

Thank you for your order. The item(s) you ordered is currentlyout of stock, however, you can select an item(s) of equal value to your order,or request a refund. Please let us know which you prefer.

We look forwarding to hearing from you soon.

Thank you.

Seller ID

2, 买家所在的国家地址较偏远，不能包邮，建议买家补运费

Dear Valued Customer,

Thank you for your order. We are sorry that we cannot ship youritem(s) via the free shipping method as the address you have provided islocated in a remote area. In order for us to ship your item(s) to you as soonas possible, you will need to pay an extra $(付款金额), oryou can request a full refund.

We are sorry for any inconvenience this may have caused. Pleaselet us know which you prefer.

Thank you.

Seller ID

3, 买家选择的是DHL发货，但是卖家只能用E-邮宝或者小包发货，询问买家是否愿意接受？

Dear Valued Customer,

Thank you for your order. We are sorry that we cannot ship youritem(s)via DHL（四大快递) at this point. We can only shipyour item(s) via E-packet （或者其他的货运方式）which usuallytakes 10-15 business days for delivery. Please let us know as soon as possibleif we should proceed with the E-packet shipping method.

We look forward to hearing from you soon.

Thank you.

Seller ID

4, 卖家不能正常发货（例如春节长假），请买家同意延长备货期

Dear Valued Customer,

Thank you for your order. Please note that there will beshipping delays due to the national holidays and your order might not arrive atthe expected time frame. We plan to extend the lead time, would you pleaseaccept it?

Thank you for your understanding and patience.

Seller ID

三、发货后

1, 卖家发货了，告知买家发货方式和查询网址

Dear customer,

Regarding your order number: xxx, we have shipped your item(s)via (DHL, EMS, E-packet) and the tracking number is xxx. Please check thetracking information here: www.xxxxx.com for updates.

Please note, it will take 2-5 days before the trackinginformation can be viewed online. If you have any further questions, pleasefeel free to contact us.

Thank you.

Seller ID

2, 货物被物流公司丢失，询问买家是否同意重新发货？

Dear Valued Customer,

Your item(s) have been shipped on 10 January,2015, however, theshipping carrier has lost the package. At this point we would like to offer youtwo options, we can either resend you items or provide you with a full refund.Please let know which you prefer. We are sorry for any inconvenience this mayhave caused

Thank you.

SellerID

3, 货物正常在途，请买家等待

Dear Valued Customer,

Regarding your order number: xxx, we have sent out your item(s)via (DHL, EMS, E-packet), and the tracking number is xxx. Please check thetracking information here: www.xxxxx.com. Your package is on route and willtake between 5-25 days to be delivered.

Best Regards!

Seller ID

4, 货物到达买家海关，请买家去清关（确认买家需要交关税的情况）

Dear Valued Customer,

Your order number: xxx, has arrived and is being held bycustoms, and you will need to clear your item(s) with customs. Please note thatthere might be VAT (value added tax) that you might have to pay.

If you have any questions, please feel free to contact usdirectly and we will be glad to assist you.

Thank you.

Seller ID

5, 货物妥投，但是妥投的具体地址和签收人不一致,请买家再次核实

Dear Valued Customer,

Your package was delivered to the address that you haveprovided, here is the shipping receipt (附上发货底单给买家).Please check with your local post office, or any family member or neighbor whomight have signed for your package.

If you have not yet received your package, please feel free tocontact us directly. Thank you.

Seller ID

6, 官网查询买家已签收包裹，提醒买家确认收货并留好评

Dear Valued customer,

We have tracked your order (order No: xxx), and it was deliveredto the shipping address that have you provided. Please make sure you havereceived your item(s) in perfect condition, and then please proceed to completethis order. If you are satisfied with your purchase and our service, we will begrateful if you can provide us with a positive feedback.

If you have any questions, please feel free to contact us.

Thank you!

Seller ID

四、买家开启纠纷（包括普通纠纷和平台纠纷）

1, 买家投诉货物与描述不符，询问具体原因和请买家提供证据

Dear Valued Customer,

We have received your dispute messages, what’s wrong with theitems which you have received? If you are experiencing problems with theitem(s) that you have received, please take clear photos and/or video and sendit to us so that we may be able to resolve it as soon as possible. Thank youfor your time.

Seller ID

2, 买家投诉部分收到货物，询问具体收到的数量，考虑补发

Dear Valued Customer,

If your package is missing some of the items that you haveordered, please take clear photos of the items that you have received, and sendit to us. We can then proceed to send you the missing item(s) as soon aspossible or you may tell us your solution.

Thank you for your time.

Seller ID

3, 买家将纠纷升级到平台,继续跟买家沟通

Dear Valued Customer,

We have received your escalated dispute message. Please provideus with the specific problem that you are having in order for us to help youresolve this case as soon as possible. Or you may tell us your solution.

We look forward to hearing from you soon.

Thank you,

Seller ID

4, 纠纷升级到平台，等待平台纠纷专员裁决期间，仍争取跟买家沟通

Dear Valued Customer,

Regarding your order (no: XXXXX), we are aware that you haveescalated the case to DHgate. We would be grateful if you could give us achance to help you resolve this matter personally.

Could you please propose a solution to the current problem youare having?

We look forward to hearing from you soon.

Thank you,

Seller ID

5, 如果买家收到的货确实货不对版或者质量问题，也提供了证据给您，询问买家的方案

Dear Valued Customer,

Thank you for the evidence you have provided. We would like tooffer you some options as below that will help resolve this case as soon aspossible.

(a) You can keep the items and we will be happy to offer you apartial refund XX $ USD(具体金额可视具体的情况).

(b) You can return all the items to us, and we can then provideyou with a replacement of your items or a full refund.

Please let us know which option you would prefer.

Thank you!

Seller ID

6, 如果买家接受了部分退款，保留货物的意见，告知会同意部分退款或者找客服帮忙

Dear Valued Customer,

Thank you for your response, you have accept the partial refundUS $xx, please go to “my DHgate” and click “refund and refund” then select thesolution: “seller partial refund $xx, buyer no need to return”.

Once we clicked that option the system will automaticallyprovide you with a refund. If you do experience any issues with this process,please contact us.

Thank you

Seller ID

7, 如果买家就是不喜欢收到的货（自身原因），坚持就要退货，可告知买家风险

Dear Valued Customer,

We are sorry to hear that you have opened a dispute regardingthe item(s) you have received. If you wish to, you can return the item(s) tous, and once we have received the item(s) we can then proceed to provide youwith a full refund.

Please note that you will have to pay the shipping fee forreturning the item(s).

Below is our return shipping address:

(详细英文退货地址：包括收件人姓名，电话，邮编，买家需要选择的货运方式和申报价格等)

Contact name:

shipping address:

Zip Code:

Tel: (required)

Kind reminder:

1. Returned goods must remain intact and in perfect condition

2. Remember to mark "Order No." and “ReturnedGoods" on the parcel.

Please let me know the shipment tracking number once you haveshipped the package.

Thank you,

Seller ID

8, 同意买家退货，询问买家退货进度

Dear Valued Customer,

We have not yet received the item(s) you have sent back to us.Please provide us with the shipment tracking number and the shipping carrier’swebsite so that we can track the returned goods.

We look forward to hearing from you soon.

Thank you!

Seller ID

9, 收到买家的退货，同意退款给买家，希望下次可以再合作

Dear Valued Customer,

We have received your item(s) and will now proceed to informDHgate to apply the refund to you. We apologize for any inconvenience this mayhave caused. Welcome to our store again and we will give you some discount inyour new order. Best Regards!

Seller ID