亞馬遜運(yùn)營(yíng)之小白必備--郵件回復(fù)再也不慌了-ESG跨境

在運(yùn)營(yíng)亞馬遜過(guò)程中，不可避免會(huì)出現(xiàn)一些問(wèn)題,這時(shí)需要一個(gè)好的客服來(lái)及時(shí)溝通處理。其實(shí)在Amazon平臺(tái)上，最頂級(jí)的賣(mài)家就是一個(gè)優(yōu)秀客服。好的客服具備一定的銷(xiāo)售能力，時(shí)刻從客戶角度出發(fā)，為客戶著想,下面我們一起來(lái)看看亞馬遜新手賣(mài)家遇到相關(guān)問(wèn)題的郵件回復(fù)模板。

一、回復(fù)郵件的6個(gè)指標(biāo)

24小時(shí)：所有郵件必須在太平洋時(shí)間24小時(shí)之內(nèi)回復(fù)

25%：客服不滿意率低于25%(不滿意的客戶數(shù)量除以參與調(diào)查的客戶總數(shù))

90%：所有郵件及時(shí)回復(fù)率要達(dá)到90%(及時(shí)回復(fù)的郵件數(shù)量除以總郵件數(shù)量)

10%：所有郵件延遲回復(fù)率不得超過(guò)10% (超時(shí)郵件數(shù)量除以總郵件數(shù)量)

7天/30天/90天：所有郵件在此階段的平均回復(fù)時(shí)間

二、亞馬遜新手賣(mài)家郵件回復(fù)模板

1、買(mǎi)家在網(wǎng)上沒(méi)有查到物流信息，發(fā)郵件來(lái)查詢貨物情況，您可以這樣回復(fù)

Dear customer,

Sorry for disturbing you, we tracked your shipping. The shipping information may not update so prompt, could you please keep your patience and wait for a few more days? We will keep tracking for you, any news we will inform you asap.

Your understanding will be highly appreciated.

Best regards

2、作為小白賣(mài)家，有可能你就有發(fā)錯(cuò)地址的時(shí)候，這時(shí)候可以這樣回復(fù)：

Dear buyer，

Thank you so much for your great support on us.

What a big mistake we made!

Sorry, but will you still want the items? If yes, we will resend you immediately, if not, we will make you the full refund.

Waiting for your reply and hope your kind understanding.

Best Regards

Seller’s name

3、商品發(fā)貨后，在查詢已簽收之后，想請(qǐng)求客戶寫(xiě)feedback時(shí)，你可以這樣說(shuō)：

Dear buyer，

We have shipped the goods and it will arrive at your side soon. Hope you like it! And we are looking forward to your feedback.

Have a nice day!

Best Regards

Seller’s name

4、如果你有同一個(gè)買(mǎi)家訂購(gòu)多種產(chǎn)品，這時(shí)候最好是發(fā)郵件確認(rèn)產(chǎn)品訂單，你可以這樣發(fā)：

Dear buyer，

Thank you so much for your great support on us.

We have received your order of “XXXXXX”.

We will work on your order asap, we just want to confirm the amount of the compass, did you order 10 pcs?

If nothing is wrong, we will ship them asap.

Best Regards

Seller’s name

5、不可避免總會(huì)遇到客戶會(huì)退貨的情況，以泳衣為例，你可以這樣說(shuō)：

Dear buyer，

Thank you so much for your great support on us.

So sorry for the inconvenience that the swimming suit did not fit you.

Will it be possible to give others as a gift? Or how about we make you a partial refund as a way to make up for this?

Just suggestion, if you insist on returning it back, we will go to the further step.

Waiting for your reply.

Best Regards

Seller’s name

以上是亞馬遜郵件回復(fù)的相關(guān)模板，希望對(duì)各賣(mài)家有所幫助。

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