在外贸沟通中，我们难免会遇到一些难题和困惑，一方面或许是我们自身修炼不到家，而另一方面则是客户给我们出的难题。很多外贸人会害怕客户刁难，比如客户砍价、退货等，当遇到相似问题时，很多语言解释都是苍白无力的，建议各位可以换一种沟通方式，通过发送邮件详细向客户解释。
以下是一些常用邮件模板，大家可以根据自己的具体情况加以修改、选用。
售前篇
一、价格payment
1、非美国，10个以下，及不能讲价类
免运费
Dear friend,
How are you today?This is ______.
Thank you for you offer and it will be a great pleasure to do business with you.
You know we have to shoulder(负担) the shipping fees(费用),thus(因此) the price we have here is already very low and competitive. Hope you can understand.
Have a nice day.
含运费
Dear friend,
How are you today?This is ______.
Thank you for you offer and it will be a great pleasure to do business with you.
The price we have here is already very low and competitive,so the lowest price we can provide is showed on the listing.
Hope you If you have any questions,pleases feel free to ask me.
Have a nice day.
2、能讲价类
不能满足顾客的出价，能提供小折扣
Dear friend,
How are you today?This is ______.
Thank you for your interests in my item.
Perhaps we can’t accept the price you offer. I’m sorry for that. In fact the price is reasonable .We only have a little/low benefit(利润) .But, we are willing to offer you some discounts if you buy more products at one time. If you buy more than 5 products , we will give 5% discount to you .
If you have any other questions,please tell us.
Have a nice day.
Dear friend
Dear friend,
Thank you for your inquiry.
For simplifying the process sake, I suggest that you pay through PayPal. As you know, it always takes at least 2-3 months to clear international check so that the dealing and shipping time will cost too much time. PayPal is a faster, easier and safer payment method. It is widely used in international online business. Even if you do not want to register a PayPal account, you can still use your credit card to go through PayPal checkout process without any extra steps.
Hope my answer is helpful to you.
Have a nice day.
二、买家询问物品细节的问题模版
1、询问具体细节(size,color and so on)
Dear friend,
How are you today?This is ______.
Thank you for your inquiry.
About your problem, I have checked the item information for you.
__________________________________________(问题回答).Hope it can help you.
Any other questions, feel free to let me know.
Nice day.
2、合并运费(combine shipping)
Dear friend,
How are you today?This is ______.
Thank you for your asking and it will be a great pleasure to do business with you.
The real total price of the item is including the cost and the postage.So we couldn’t Combined with the freight.The price we have here is already very low and competitive.
Hope you can understand.
Have a nice day.
三、缺货未发&退件
1、缺货超过7天未发的(先查库存，如果还没有货尽量引导退款，如果买家还坚持发，就说是因为材质的问题被退回，需要时间改进，让他过一段时间再过来买)
有跟踪号的(特别是EUB)：主动发；
无跟踪号平邮买家回复邮件(适用缺货未发，下架清仓为0等未发情况)：首先让买家等几天，然后说可能是丢件了，引导退款
Dear my friend,
How are you today? I am _______, the customer service staff.
Firstly, thank you very much for your purchase; 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 you’d like us to resend it to you. But we can’t promise that your item wouldn’t be declined by them again.
So, if you don’t 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，以及仓库没货)
Dear friend,
How are you today?
Thank you for your interested in our pruduct.
We’re willing to resent the package to you,because we so valueable your business,but we couldn’t do that the customs will reject your item again because of the material problem .But we have contact the producers,let them change the material as soon as possible.Hope you can understand. We’re 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 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 know that your satisfaction is always our top priority.
Looking forward to your early reply.
Yours sincerely.
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 25/05/2017 11:27AM .(You paid for it on 25/05/2017).
And recently we get the information from Chinese Customs which said 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 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.
四、物流
How are you today? This is _.
Firstly, thank you very 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 you’d like us to resend it to you via Sweden Post.
But the shipping time will be longer about 20-30 working days. Is that ok for you?
So, if you don’t 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 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.
3、不寄递特定国家
Dear friend,
Thank you for asking. In fact, we’d like to do business with you very much.
However, recently your country’s 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 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 didn’t have a tracking number. But don’t worry, China Post is the biggest logistics company in China, and we believe that your item will arrive in time.
If by any chance, the item doesn’t 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 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 parcel 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 appreciated.
Sincerely
2、跟踪号无用
Dear friend,
Sorry, there may be something wrong with the postal system. So we cannot get the tracking number. But don’t worry, we won’t let you suffer any losses. Your item has been shipped on 29/10/2017, and had passed the Chinese Customs on 18/10/2017, it got delayed in the Customs House. And the shipment 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、取消订单
1、未付款
Dear friend,
Sure, we understand and we will cancel the transaction for you. Please don’t worry.
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 today?
We’re willing to cancel the transaction for you,but we couldn’t do that now.Because you have paid for it.Please don’t worry,we will send the full refund to your paypal account,then I could cancel your order,is it ok for you?
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 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 don’t 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 feel free to contact us.We will try our best to solve it for you.
Have a nice day.
四、没有收到货
1、特殊情况致物流延误：节假日/旺季
节假日
Dear friend,
Thank you for purchasing and prompt payment. However, we’ll 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 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,
We’re sorry to inform of you that your item delivery may be delayed for the volcanic explosion 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 problems 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 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 long-time waiting and your item had been shipped on 08/03/2017, 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 doesn’t 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?
Please don’t worry, we won’t let you suffer any losses.
If there are any other questions, please feel free to tell us. It’s our great pleasure to serve you.
Have a nice day.
3、 货物未到，期限已过，对方语气强硬
Dear customer,
We are sorry for the long-time waiting and we quite understand that waiting is always something hard to endure.Your item had been shipped on 28/03/2014 ,it got delayed in the Customs House. So the shipment usually takes 35 to 50 business days.
Could you please wait for another two weeks?If the package still not arrive in due, please contact us and we will do our best to solve it and offer you a satisfactory service.
Or if you do not want to wait any longer, we are willing to offer a refund you as our sincere apology, and it’s really kind of you to return the payment when you get the item.please feel free to tell us which way you would prefer? We just want you to know that your satisfaction is always our top priority.
Looking forward to your reply.
Have a nice day.
4、买家再次询问，50天内
Dear friend,
How are you today?
Thanks for your message. We are sorry for the long-time waiting and we quite understand that waiting is always something hard to endure. We really hope that the shipping time could be shorter, however, the shipping time is out our control and it usually need more than 50 days for delivery due to the sales peak recently here in China. Could you pls wait for another 7 business day?
You know, the sales and the shipping peak is something that out our control.Hope to get your kindly understanding that we won’t let you suffer any loss and if the item does not arrive in due, we will provide a satisfactory solution for you.
Your kindly understanding and cooperation is much appreciated.
Thanks in advance and best regards
5、已显示妥投，但未收到货
Dear friend,
How are you today?
I have checked it and it shows that the post have delivered to you. So I can provide the tracking number “___” to you and suggest you to ask the clerk in your local post with the number.
Please feel free to contact us if you have any further questions.
Have a nice day.
6、货物查了还在路上，已经在他国家的海关，有信心很快就到了，再让对方等等(没有跟踪号)
Dear friend,
Sorry for the inconvenience.
We’re so sorry for the long-time shipping, we believe that you will receive the item soon as we have rechecked with the Customs and they told us that the item was pass your local Customs .It is the way to your local post. Could you help to wait another several days? You know sometimes something was out of our control , but we try our best to solve problem.
Any question let us know .
Have a nice day
7、让顾客去当地邮局询问
Dear friend,
We are sorry for the long-time waiting and your item had been out on 13/12/2017 and the shipment usually takes 35 to 45 days.
The item should have arrived, however it might encountered some troubles during the shipping.
We have checked the China Post and they said it has arrived at your country.Could you please recheck your local Post to confirm it? May be you have forgotten to fetch it.
Once again we sent our sincere apology and hope you can get your item soon.
Any situations,pls feel free to contact us.
Have a nice day.
8、 再等7天！(超过50天)
Dear friend,
How are you today?
Firstly, we are very sorry for the shipping time. The shipping time usually takes 30 to 40 business days. Your item had been sent on 23/04/2017 and it should have arrived. It might encounter some problems during the shipment. We know it is too long and waiting is always so hard to endure.However, the shipping time is really something we can hardly control and we are also the
victim of the shipping time.Could you please help to wait another 7 days?
Recently, we have some customers like you from Russia and the got their items in 55-60 days.They told me that the Russia Customs house will detained the package from the foreign for a period of time,then delivered to the post office.
Please don’t worry,you bought many items in our store,we won’t loss you.Pls trust us,if the item still not arrive in due,we are willing to offer you a satisfied solution, is that ok for you?
Looking forward to your reply.
Have a nice day.
9、没收到货，提议退一半款(等待时间为40天以上或者等待时间过短，态度恶劣)
Dear friend,
Thank you very much for your email and kindness.
Don’t worry, we will not let our customer suffer loss. You know it is transportation peak season now. The shipping time is longer than normal.In order to enhance your trust to us,How about we offer you half refund first? If still not arrive next week, we will offer you another half refund, is that ok for you?
When the item arrive in the future, hope you could repay.
If you have any idea, pls feel free to email us. We will do our best for you.
Waiting for your early reply.
Have a nice day!
苦情：
Dear friend,
We have checked with our local postman, the item have arrived your country.
You know that we have lost about 50 parcels by the post office on the way to our customers, that is really not what we want, but we have no right to control the post office.
And we are sure that we will not let our customers suffer loss.
So when our customer told us that they don’t receive the item after 40-50 days. We will have to offer full refund to our customers. When the item arrive in the future, some of our customers do repay to us.
So we apologize for the long time waiting. And we are willing to do any thing for our customers.
How about we offer you refund first, when the item arrive in the future, hope you could repay, is that ok for you?
Waiting for your early reply.
Yours sincerely
五、收到货
1、收到货说有问题，要提供照片(发错颜色、货物、有缺陷等)
Dear friend,
We are quite sorry for this situation. Could you please send us the pictures about this problem?
And we will solve it for you. Please don’t worry.
If any other situations,pls feel free to tell me .
Hope to hear from you soon.
Have a nice day.
2、货物有问题，但又不想/能提供照片的
Dear friend,
We’re so sorry for the unsatisfied purchase.We’d like to solve the problem,but we need the evidence that can shows the truth.
But if no pictures to show the problem.It’s not reasonable.It’s not about the money, it’s about the principle.
If you think it was broken , you could send the picture and we will solve as soon as possible. As a honest seller, we are not willing to let our dear valued customer suffer any losses. I can understand you. But we hope you could understand us.Could you make some try to take the photos? Any situations,pls contact us firstly,we belive that good communications will solve the problem.
Hope to receive your picture soon .
Have a nice day.
3、顾客发来图片，根据情况引导退部分或全额款(错误在我方)
Dear friend,
We’re so sorry for the unsatisfied purchase.We’re willing to solve the problem.
Sorry for the poor quality,this kind of the product what you bought is too hot, maybe somethings go wrong in production .We have contacted manufacturer, tell them to improve as soon as possible.
As a honest seller, we are not willing to let our dear valued customer suffer any losses. We are willing to offer a partial /full refund to you as our sincere apology, is that ok for you?
Or if you have any other ideas,pls feel free to tell me.I will try my best to satisfied you.
Looking forward to hear you soon.
Once again, we send our sincere apology.
Have a nice day.
Dear friend,
We are terribly sorry for the broken item; we understand how disappointed you will be about getting a broken item after waiting for so long. The item might be damaged during the shipment. The shipment is also something we can hardly control, but we are willing to refund all the payment to you as our sincere apology and hope you are not too disappointed. Is that sounds acceptable to you?
Or if you have any other ideas that can compensate you, please feel free to tell us.
We just want to ensure you a satisfactory buying experience from our store.
Looking forward to your reply.
4、尺寸不合适
Dear friend,
We are so sorry about the long-time waiting and unsuitable size. According to our selling record, you had bought one dress which is size M , is that right?What is the size of the dress you got? Pls don’t worry,we are willing to resolve this problem for you, we just need more information about it. Looking forward to hear you soon.
Have a nice day.
5、发错颜色
Dear friend,
How are you today? I am ___, the customer service staff.
Firstly, thank you so much for purchasing. The item you ordered has been send to you. It is on the way.
But we realized that our warehouse have made a mistake about the color. The color you ordered is Gold, maybe the item send to you is blue one. The post office don’t allow us to take the parcel back.
So, if you receive the item later, the color is not Gold, pls email us, we will offer you compensation, is that ok for you?
Of course, if you have any idea, pls do not hesitate to email us. We will do our best for you as you want.
Your support and kindness will be highly appreciated by us.
Thanks & best regards!六、退货
客户执意要退(错误不在我方)
Dear friend,
We’re so sorry to hear that you want to return it.If you really don’t like it,we could provide you the return address,and we will give you the full refund when we get the item.But you should pay for the returned shipping fee.Is it ok for you?
Looking forward to hear you soon.
Nice day.
