亚马逊客服沟通模板全集-355行-11个子表

文件类型：Excel表格

提取的文档内容：## 亚马逊工作思路 |项目|Unnamed: 1|思路|注意点|操作步骤|模板|Unnamed: 6|Unnamed: 7|Unnamed: 8|Unnamed: 9|Unnamed: 10|Unnamed: 11|Unnamed: 12|Unnamed: 13|Unnamed: 14|Unnamed: 15|Unnamed: 16|Unnamed: 17|Unnamed: 18|Unnamed: 19|Unnamed: 20|Unnamed: 21| |:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-|:-| |未下单|发货地点|从中国发货||询问从哪邮寄|Dear customer,|FBA发货|Dear customer||||||| ||||Thank you for your interest in our company.|||||||| |||||Thank you for your email and willing to solve this problem with us.||||||| ||||We ship the order from our office in China within 24 hours once buyer issues their orders.|||||||| ||||It's estimated to take 15-30 days for delivery.||As we check your order,we fund this order is FBA and shipped by Amazon.||||||| |||||||||||| ||||Any problems, feel free to contact us. We shall do whatever we can to help you.||Please don't worry,both of us will full responsible for this problem.||||||| |||||||||||| ||||Hope to do business with you.||Could you please contact Amazon first,they know more about the shipping information.||||||| |||||||||||| ||||Best regards,||Please don't worry,we won't let you lose anything,but this order was shipped by Amazon,so they will know more details about this,appreciated you can understand us,and hope it didn't bother you,thank you very much.||||||| |||||||||||| |||||Please do not hesitate to contact us freely if still have other problem.||||||| |||||||||||| |||||Best regards,||||||| |多快发货|询问发货时间||24小时发货 告诉运输期|Dear customer,|尽快发货 不告诉运输期|Dear customer,||||||| |||||Thanks for your order.||||||| ||||Thanks for your order.|We will send the parcel to you asap.||||||| |||||||||||| ||||We will send the parcel to you within 24 hours.|Sincerely hope you will receive it soon.||||||| ||||It takes around 15-30 days to you,is that ok?.|||||||| |||||Please do not hesitate to contact us freely if any problem.||||||| ||||If you still not receive over the agreed date,We will give you a good solution.|||||||| |||||Have a wonderful day!||||||| ||||Please do not hesitate to contact us freely if any problem.|||||||| |||||Best regards,||||||| ||||Best regards,|||||||| |有没有折扣|数量多要求折扣||没有折扣|Dear customer,|||||||| ||||Many thanks for your email.|||||||| |||||||||||| ||||Actually the price of our item on the amazon is the lowest price, and we have little profit, so sorry that we can not provide a discount for this.|||||||| |||||||||||| ||||Highly appreciate for your interest in our item, hope to do more business.|||||||| |||||||||||| ||||Our great pleasure to serve you.|||||||| |||||||||||| ||||Have a nice day!|||||||| |||||||||||| ||||Best regards|||||||| |索要链接|来邮说对某款感兴趣||询盘，索要链接|Dear customer|||||||| |||||||||||| ||||Thank you for your interest in our items.|||||||| |||||||||||| ||||We are more than happy to assist. We would appreciate it if you could provide the web link of the product. It is necessary for us to check. You can obtain it on Amazon.|||||||| |||||||||||| ||||We appreciate your patience and understanding.|||||||| |||||||||||| ||||Waiting for your soon news.|||||||| |||||||||||| ||||Best Regards,|||||||| |未付款|待审核状态|要求改数据或是撤单||未付款pending|Dear customer|Dear customer,|||||||| |||||||||||| ||||Thank you for your email.|Thank you for your email.|||||||| |||||||||||| ||||As we check with your order, we found that it is waiting for pending payment. Could you please complete your order firstly? Then we will ship it out to you asap.|As we check with your order, we found that it is waiting for pending payment. Could you please have a check with this? Or you may cancel this order on your end.|||||||| |||||||||||| ||||Highly appreciate for your understanding & waiting for your soon reply.|Highly appreciate for your understanding & waiting for your soon reply.|||||||| |||||||||||| ||||Best regards,|Best regards,|||||||| |未发货|改数量|不能改数量（少买补单，多买撤单）|先在ERP撤单待定，回复邮件告知买家，买家同意撤单，注意看其邮件标题（Order Cancellation Request From Amazon Buyer....)然后后台撤单（原因选填buyer cancelled)或者后台不能操作则直接退款，ERP登记退款。回邮告知已退款。|无法修改数量|Dear customer,|（多买撤单）|Dear customer,||||||| ||||Thank you for your purchase with us.|Thank you for your purchase with us.||||||| |||||||||||| ||||We are really sorry that we have no right to revise the quantity of the buyer's orders. If you want more, you may issue the order again on Amazon. Once you complete your order, we will ship your orders asap.|We are really sorry that we have no right to revise the quantity of the buyer's orders. For this issue, you may cancel this order for you firstly and then you can issue a new order later.||||||| |||||||||||| ||||Highly appreciate for your understanding and patient.|If you want to cancel, just let us know, and choose the email title (Order Cancellation request), then we can help you cancel.||||||| |||||||||||| ||||Waiting for your soon news.|Highly appreciate for your understanding and patient.||||||| |||||||||||| ||||Best regards,|Waiting for your soon news.||||||| |||||||||||| |||||Best regards,||||||| |||||||||||| |||||Best regards,,||||||| |改地址|不可改地址（无论发货与否）|先在ERP撤单待定，在ERP查单，订单没发货，ERP撤消订单，回复不能改。订单已发货则回复订单已发货不能修改。|不改地址|Dear customer|已发货要改地址|Dear customer||||||| |||||||||||| ||||We are more than happy to assist. But our system have some problem right now so we can't change the address recently.|We are really sorry for the troubles.||||||| |||||We have already shipped the parcel out on 22 Jan 2016 to your address:||||||| ||||Could you please cancel this order and order another one with the right address,is that ok?|||||||| |||||gareth peden||||||| ||||And please choose the email title as follows (Order Cancellation Request), we will help you cancel.|4 Shandon Park||||||| |||||BALLYMENA||||||| ||||We appreciate your patience and understanding. If you have any further questions or concerns, feel free to contact us.|Co Antrim||||||| |||||BT42 2ED||||||| ||||Best Regards,|United Kingdom||||||| |||||Phone:07703397519||||||| |||||||||||| |||||Shipped by: Airmail Service||||||| |||||Estimated Delivery:15-30 days||||||| |||||||||||| |||||Could you please go to your old address to pick up your parcel?||||||| |||||Or ask some of your friends or neighbor to help you sign for it?||||||| |||||||||||| |||||Appreciate for your understanding.||||||| |||||||||||| |||||Waiting for your news.||||||| |||||||||||| |||||Regards,||||||| |改颜色/改大小/改数量|有就改||颜色可改|Dear friend,|颜色已改|Dear customer,||||||| |||||Thank you for your email.||||||| ||||We will help you to change the colour,please wait a minute,the color you want is green,right?So we sent you a green|We have already revise the colour as your request, do not worry.||||||| |||||||||||| ||||purse? how many purse do you want them to be green and how many purse you want them to be other color.please tell me the quantity and the color specifically，Your understanding would be highly appreciated.thank you.|Your order will be sent out asap.||||||| |||||||||||| ||||if you have any questions please feel free to call us.|Sincerely hope you will receive it soon.||||||| |||||||||||| ||||Waiting for your early reply.|Please do not hesitate to contact us freely if any problem.||||||| |||||||||||| |||||Best regards,||||||| |不想要（撤单）|确定主题（order cancellation）不是这个主题的要改成（order cancellation）||撤单步骤：（前提是邮件主题是order cancellation request)，邮件内容也是撤单|撤单前改主题|Dear customer,|成功撤单（后台未确认发货）|Dear customer,|ERP未发货,后台已确认发货|Dear customer,|订单无法取消（已发货）|Dear customer,|再次解释|Dear customer,|买家说无法拒签|Dear customer,||| |||1.ERP还未发货（此时不管后台是否发货）ERP客服撤单待定，后台撤单，ERP登记退款，或者后台不能操作的，直接退款，ERP登记退款，回邮告知买家。|Thank you for your timely notice.||Thank you for your email.|We are really sorry for the troubles for you.|We feel really apologetic for all the troubles caused to you.|We feel really apologetic for all the troubles caused to you.||| |||2.ERP已发货，看后台是否确认发货，若是后台确认发货，则回复订单已发货无法取消，让其拒签。若是后台未确认发货，则看是否可尽快发货，则回复订单已发货无法取消||Thank you for your timely notice.||We have already shipped the parcel out in our system on 2015-06-20|We have already shipped the parcel out in our system on 2015-08-19|We have already shipped the parcel out in our system on 2015-04-25||| |||邮件主题不是order cancellation, 但内容是撤单|If you do not want it and want to cancel, please choose the email title as follows (Order Cancellation Request), we will help you cancel.||We have already cancelled and refund to you full, you may check with your account later.|||||| |||1. ERP 客服撤单，备注待定||We have already cancelled the order for you, pls check.||Shipped by: Airmail Service|Shipped by: Airmail Service|Shipped by: Airmail Service||| |||2. 回复买家修改主题 （后台不可撤单）|Appreciate for your understanding and patient.||Hope to do business with you in the future.|Estimated Delivery:15-30 days|Estimated Delivery:15-30 days|Estimated Delivery:15-30 days||| |||3.买家修改主题后方可后台撤单，步骤按撤单步骤来。邮件主题是撤单，ERP没单。先在后台撤单，回复已撤单，把此订单记下多次查看，然后撤单登记退款。||Hope to do business with you in the future.|||It is on the way now, so sorry that we are unable to stop the shipping, wish you understand.|So sorry that we are unable to stop the shipping, wish you understand.||| ||||Waiting for your soon reply.||Have a wonderful day!|We have a suggestion for this problem:||||| |||若后台没有确认发货--直接取消，若后台确认发货--退款（没有取消键） 确认发货的时间是3天||Wish you have a nice day!||When postman send you the package, you refuse to sign it, then it will be returned to the seller.|If you do not want it, you may refuse to sign for it. Please no worry, we will refund you full when we receive the returned parcel.|If nobody sign for it, it will be returned back. Please no worry, we will refund you full when we receive the returned parcel.||| ||||Best regards,||Regards|After we receive it, we will refund you the money. Is that OK?||||| |||||Best regards,|||Appreciate for your understanding.|Appreciate for your understanding.||| |||||||Or your better solution?||||| ||||||||Best regards|Best regards,||| |||||||Regards,||||| |索要发票|买家要求提供发票||索要发票|Dear customer,|Dear customer|||||||| ||||Thank you for your purchase with us.|||||||| ||||Thank you for your email.|||||||| ||||We always provide the paper invoice for our buyers with their packages. So if you need the invoice, you can use that one.|||||||| ||||Hope it will do you a favor.|Here's the invoice, please see the attached file.|||||||| |||||||||||| ||||If any problem, feel free to contact us. We shall do whatever we can to help you.|Please do not hesitate to contact us freely if you have any problem.|||||||| |||||||||||| ||||Appreciate for your understanding.|Have a wonderful day!|||||||| |||||||||||| ||||Regards,|Regards,|||||||| |索要VAT发票|买家要求提供增值税发票||索要VAT发票|Dear customer|||||||| |||||||||||| ||||Thank you for your email.|||||||| |||||||||||| ||||We are really sorry that there is some problem with our VAT. We are refreshing the VAT now. Wish you understand.|||||||| |||||||||||| ||||Please no worry, if there any fee for this, you may contact us. We will solve it for you.|||||||| |||||||||||| ||||Your understanding would be highly appreciated.|||||||| |||||||||||| ||||Wish you have a great day!|||||||| |||||||||||| ||||Best wishes,|||||||| |询问运输时间|物流运输期|后台还未确认发货|想尽快发货|Dear customer,|询问运输期|Dear customer,|||Dear Lucy,||||| ||||Thanks for your order.|Thanks for your order.||||||| ||||We will send the parcel to you asap.|We will send the parcel to you soon.|||We are really sorry for the troubles caused to you.||||| |||||It takes around 15-30 days to you.||||||| ||||Sincerely hope you will receive it soon.||||Is that ok we refund you £2 as compensation first and you wait more one week?||||| |||||Sincerely hope you will receive it soon.||||||| ||||Please do not hesitate to contact us freely if any problem.||||Actually the price of our item on the amazon is the lowest price, and we have little profit.||||| |||||Please do not hesitate to contact us freely if any problem.|||We also don't want this issue happened,the delay was caused by sticker custom checking as the busy reason are coming.||||| ||||Have a wonderful day!|||||||| |||||Have a nice day!|||And if you don't want to wait,please contact us ASAP before submitted claim or leave negative feedback,||||| ||||Best regards,||||we will do whatever we can do to give you a satisfying solution.||||| |||||Best regards,||||||| |||||||Waiting for your reply soon.||||| |||||||||||| |||||||Best regards,||||| |未收到|无挂号|运输期内说明-运输期外退款-大金额的延误补偿||正常运输期|Thank you for your order in our store.|Dear customer,|30天之后等7天|Dear Mariam ,|建议重发|Dear customer|延误补偿|Dear customer|很久未收到要退款|Dear customer,|重发后未收到建议退款|Dear customer,|要重发，不要退款|Dear customer,|已退款（不用还）|Dear customer| ||||We fully understand you.|We are really sorry for the troubles caused to you.||||||We are really sorry for the troubles for you. Really sorry for that.|| ||||we have checked that we sent the item on 2015-05-20|The postman picked up your parcel from our office on 2015-05-25|We are really sorry for the troubles caused to you.|We are really sorry for the troubles caused to you.|We are really sorry for the troubles caused to you.|We are really sorry for the troubles caused to you.|We are really sorry for the troubles for you.||Thank you for your fast reply.| ||||and usually the item will need 15- 30 days to arrive you.||We shipped your parcel from our office on 2016-10-02|We shipped your parcel on 4 Jan 2016|We shipped your parcel from our office on 22 Jan 2016|||It might be delay during the transportation.|We are really sorry for the troubles for you.| ||||Shipped by: Airmail Service|Estimated Delivery:15-30 days|||It might have some problem with the logistics,it's abnormal for waiting so long still not receive it,maybe lost or stolen.|And the reshipment may be delayed in shipping way.||| ||||The clearance of importing and exporting needs time to proceed. Wish you can understand.|Estimated Delivery:15-30 days||It maybe delayed during the shipping.|The postal delivery time to different areas is different. 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.|||If you still want this item, we will resend to you asap.|We just issued the refund to you, you will get the refund soon, pls check your account few hours later.| |||||The postal delivery time to different areas is different. 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.|||We are really sorry for the troubles for you，sincerely apologize for not give you a satisfied experience.|As a trust-worthy seller, when we received your message that you still didn't receive the item, and then we resend you.|It will take 15-30 days for delivery.|(Tips:You can check the status of your refund in Your Account on the order's summary page.)| ||||If you still can not receive the item at the end of the normal delivery time, we will refund or resend to you, is that ok ?|The postal delivery time to different areas is different.||For this issue, is that OK we resend you the new one?|Is that ok we refund you EUR 7 as compensation first and you wait more one week?||||| |||||Could you wait more 7 days for releasing? If you still don't get it until the above date, please contact us asap ,|It will take 15-20 days for delivery.||But whatever what happen with the product we won’t let you lose anything,we will full responsible for this problem.|The shipping is out of our control, international postage is unstable.|If no, we will refund to you firstly. And when you receive later, you can keep it as the delay compensation.|When you receive your parcel later, you may keep it and do not need to return. We would like to it to be the delay compensation.| ||||Waiting for your reply so that we can solve it for you without any delay.|Could you please wait for some more days for releasing?|we will resend or refund to you. Do you agree?||And if you don't want to wait,please contact us ASAP before submitted claim or leave negative feedback,we will do whatever we can do to give you a satisfying solution.||||| ||||If you still don't get it until the above date, please feel free to email us , we will resend or refund to you.||Waiting for your reply.||So,for your benefit, we suggest that we refund you full.|Could we find a fair way for both of us ?|Waiting for your soon news.|Have a nice day!| ||||Best regards,||Mariam，If you don't want to waiting,please email us,we will resend or refund to you.||Waiting for your reply soon.||||| ||||Your understanding would be highly appreciated.||Have a nice day!||Is that ok?|For your benefit, we suggest that we refund you, and for the reshipment that we have sent you, when you receive it, you can keep it as a|Best regards,|Best regards,| |||||Waiting for your news.||Best regards,||||| ||||Sincerely,||Best regards,||Have a nice day!|delay compensation.||| |||||Your understanding would be highly appreciated.||||||| ||||||||Best regards,|||| |||||Sincerely,||||Waiting for your reply.||| |||||||||||| |||||||||Best regards,||| |无法追踪||无跟踪号|Dear customer,||||Dear customer,||||| ||||We apologize for any inconvenience caused to you.|||||||| |||||||Thanks for your notice.||||| ||||The shipping time displayed by Amazon system was not accurate when you placed this order.|||||||| ||||Actually, it's estimated to take around 15-30 days upon delivery.||||The delay was caused by the busy season are coming.||||| |||||||||||| ||||Pls do not worry about the shipping time, we are sure you will get it very soon.||||Is that ok we refund you £3 as compensation first and you wait more one week?||||| |||||||||||| ||||If you still don't get it over the normal shipping time, please email us , we will provide you an emergent solution.||||And if you don't want to wait,please contact us ASAP before submitted claim or leave negative feedback,we will do whatever we can do to give you a satisfying solution.||||| |||||||||||| ||||Your understanding would be highly appreciated.||||Waiting for your reply soon.||||| |||||||||||| ||||Sincerely,||||Best regards,||||| |有挂号|未妥投|1.超过运输期-物流显示在路上-假重发-延误补偿-退款|1.ERP里登记物流信息|建议假重发|Dear Leibireyes|延误补偿|Dear customer|建议退款|Dear customer|Dear customer,|撤单多次联系|Dear customer,||||| ||2.物流无更新/显示退回的-退款||||We are really sorry for the troubles caused to you, really sorry about this.||We are really sorry for the troubles caused to you.||||| ||||We are really sorry for the troubles caused to you, really sorry about this.|We are really sorry for the troubles caused to you.||We are really sorry for the troubles caused to you.|||||| |||||We shipped your parcel from our office on 22 Jan 2016|Just because of the some uncontrolled reasons, the logistics company delay the delivery.|The postman picked up your parcel from our office on 26 Jan 2016|Actually we have sent several emails to inform you that your parcel was returned back due to the strict custom checking. Maybe you miss those.||||| ||||Just because of the some uncontrolled reasons, the logistics company delay the delivery.||Or it hold on somewhere.|||||| ||||Or it hold on somewhere.|Shipped by: Paypal package||Shipped by: China Post|In order to protect your interest , we suggest to refund you full, is that OK?||||| |||||Tracking number:RK387466763CN|But we will not make you lose anything.|Tracking number: RK387467070CN|||||| ||||But we will not make you lose anything.|http://www.17track.net/|For your benefit, we suggest that we refund you firstly, and for the shipment that we have sent you, when you receive it, you can keep it as a delay compensation.|http://www.17track.net/|Look forward to your understanding. & Wait for your reply||||| ||||For this issue, is that OK we resend you the new one?|Estimated Delivery:15-30 days|Is that OK for you?|Estimated Delivery:15-30 days|||||| ||||It will take 15-20 days for delivery.|Here is the latest tracking information,you will get it soon.|||Best regards||||| |||||2016-02-22 20:53 IPZ-Ffm, T

文件大小：1.1MB

数据行数：355

适用平台：Amazon

数据用途：提升客户服务质量