加拿大外贸
毋庸置疑，良好的沟通不但能够有效促成销售，更是售后问题能得到妥善解决的关键。基于此，很多做外贸的朋友们习惯利用邮件与买家或潜在买家保持沟通。
正确的邮件沟通，会获得理想的结果；而一旦使用不当，也会给买家带来不好的体验。
今天Jane给大家分享成交后沟通买家六步走邮件模板
1. 当收到买家的付款以后
Dear valued customer,
Your payment has been received for the following item. We will ship it within ___ business days as promised. After doing so, we will send you a notification letter, with tracking number information if applicable.
Two points for clarification:
1. Shipping charge: some buyers might think our shipping charge is high. But the fact is NOT, we charge you basing on the actual shipping cost.
2. Shipping 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. What under our control is that we will ensure 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.
Yours Sincerely,
Seller Name or ID
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）
Dear valued customer,
The postman just picked up YOUR item from our office. It is estimated to arrive in 7-10 days in normal conditions. If not, please don’t hesitate to contact us.
Here is the tracking number of your parcel , and you can logon www.________.com （官方查询网站）to view the updated shipment, which will be shown in 1-2 business days.
1. When rating sellers on postage time, RATE THE SELLER ON THE TIME IT TOOK THEM TO MAIL THE ITEM, NOT THE TIME IT TOOK YOU TO RECEIVE THE ITEM. You shouldn’t hold sellers responsible for delays in mail services, international custom delays or for the time it took for your payment to clear.
2. When 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 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.
Yours Sincerely,
Seller Name or ID
B. （如果使用的是不挂号小包）
Dear valued customer,
The postman just picked up YOUR item from our office. (We will write you another e-mail later to prove 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.
1. When rating sellers on postage time, RATE THE SELLER ON THE TIME IT TOOK THEM 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.
2. When 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.
Yours Sincerely,
Seller Name or ID
C. 寄出证明（作为无法在网上查询的包裹的跟进）
Yours Sincerely,
Seller Name or ID
3. 货物发出后的第10天（针对于无法在网上查询的包裹）
Dear valued customer,
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 of vital importance to the growth of our small company.
Besides, PLEASE DO 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.
Yours Sincerely,
Seller Name or ID
4. 货物发出后的第20天（针对于无法在网上查询的包裹）
Dear valued customer,
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.
Yours Sincerely,
Seller Name or ID
5. 包裹妥投后（针对于在网上查询的到包裹）
Dear ____,
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 of vital importance 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 "you are NOT satisfied", equaling negative feedback. Like what we said before, if you are not satisfied in any regard, please contact us for solution.
Thank you so much indeed.
Yours Sincerely,
Seller Name or ID
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.
Yours Sincerely,
Seller Name or ID
评论
非常详细 谢谢提供！
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