1、- 0 -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 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
2、 promise that your item wouldnt be declined by them again.- 3 -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
3、仓库没货）Dear friend,How are you today?Thank you for your interested 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 c
4、hange the material as soon as possible.Hope you can understand.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
5、much for your purchase.The item has been send out to you 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 kn
6、ow that your satisfaction is always our top priority.Looking 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
7、on 25/05/2014).And recently we get the information from Chinese Customs which said - 4 -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
8、 sincere apology. Or if you have any other ideas which can compensate 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
9、much for your purchase; we really value your business.Then we 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.
10、But the shipping time will be longer about 20-30 working days. 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
11、区（货值高有跟踪号）Dear friend,Thank you for your reply. We will send 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
12、 to pay more shipping fee for them. So which way do you prefer?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.- 5
13、-3、不寄递特定国家Dear friend,Thank you for asking. In fact, wed like to do 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
14、when the Customs policy is not so strict, we will ship to your country.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, C
15、hina Post is the biggest logistics company in China, and we believe 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
16、friend,Thank you for purchasing (item ID or item title).We have shipped 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 p
17、arcel delivery times. We promise We will provide a satisfactory solution 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 - 6 -appreciated.Sincerely,2、跟踪号无用Dear
18、 friend,Sorry, there may be something wrong with the postal system. So 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 shipme
19、nt usually takes 20 to 30 days. Please wait patiently. If you have any 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
20、 30 business days.And could you please leave us a positive feedback and 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(
21、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 cancel 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 to
22、day?Were willing to cancel the transaction for you,but we couldnt do - 7 -that 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 st
23、ar DSR when you get the refund?Hope to do business with you next time.Have a 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
24、 have put it on first and see if it is suitable after you receive the item,the 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 fe
25、el free to contact us.We will try our best to solve it for you.Have a nice day.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
26、us? If yes and you are satisfied with the item, could you please leave us a 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
27、you suffer any losses.Hope to hear from you soon.Have a nice day.6、没有收到货1、特殊情况致物流延误：节假日/旺季 节假日- 8 -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
28、shipping delay for several days.Thanks for your understanding and your patience 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
29、 in south Iceland.Due to this volcanic explosion, airlines to Europe have been 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 pro
30、blems that caused by this unexpected issue. If you have any other concerns, just 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
31、 screening, the shipping time to US will be longer than normal.We appreciate your 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 lon
32、g-time waiting and your item had been shipped on 08/03/2014, this is a busy season 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 ok for you?
