助力eBay卖家与买家沟通的优化模板

尊敬的卖家,

通过优化与买家的站内信沟通,eBay卖家可以显著提升转化效率与买家满意度。因此我们为卖家精心设计了以下沟通模版,供卖家参考使用。这些模版不仅能帮助您更清晰有效地传达信息,还能够减少误解,提高效率,增强买家的满意度与忠诚度。推荐卖家积极采纳。

以下是我们建议的沟通模版:

类型

场景

建议沟通话术

产品相关

产品问题解答 

Hello! For inquiries about the [specific question, e.g., size, function] of [Product Name], please refer to the below instruction or specifications on the product detail page. If you have any other questions, don't hesitate to reach out!

解决价格疑虑(不能讲价)

Hello! Our pricing is designed to reflect the quality, materials, and market value of our products, ensuring they remain highly competitive. The lowest price available is displayed on the listing. If you have any questions, please feel free to reach out to me.

不能满足客户(批量讲价)

Thank you for your interest in my item. Unfortunately, we cannot accept the price you offered, and I apologize for any inconvenience. Our pricing is reasonable, as we operate with minimal profit margins. However, we are happy to offer a [discount percentage] % discount if you purchase multiple products. If you have any other questions, please feel free to reach out to us.

申请退款

申请退款(未付款)

Sure, we understand, and we will cancel the transaction for you. Please don’t worry. Hope to do business with you next time.

申请退款(已发货)

Thank you for telling us about that, we have checked your parcel, and we have to say sorry that it has been sent out. We cannot stop the shipment. Maybe you can have a try first and see if it is suitable after you receive the item, maybe it is 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. If there are any questions, pls feel free to contact us. We will try our best to solve it for you.

物流相关

卖家询问物流查询

Hello! Your package has been picked up by the courier, and the tracking number is [XXX]. You can check the real-time logistics information via [tracking link]. We will notify you immediately if there is any delay.

修改物流

Firstly, thank you very much for your purchase; we truly value your business. We apologize for the inconvenience, but your package was declined by the post office due to restrictions on electronic products passing through customs, which are beyond our control. We can resend it to you via [carrier name], although the shipping time will be approximately [estimated shipping time] business days longer. Would this be acceptable to you? Alternatively, if you prefer not to wait, we can issue a refund promptly. Please let us know your preference. Once again, we sincerely apologize and look forward to hearing from you soon.

 

配送延迟安抚 

Hello! Due to [reason, e.g., weather, peak shipping season], your package may be delayed. We’re working with the courier to resolve this and will update you immediately. We apologize for the inconvenience!

货物到达提醒

Hello! Your package is marked as delivered. If the tracking information indicates that it has arrived at the local post office, you may need to pick it up there. Sometimes, the courier might leave the package around the house, so you might need to look around briefly. We apologize for any inconvenience this may cause!

关税与税费说明

Hello! Customs duties or taxes may apply to your package depending on the destination country, as determined by local customs regulations. We recommend contacting your local customs office or logistics provider for detailed information. If you need further assistance, we're here to help!

售后相关

缺货通知与处理 

Hello! We apologize for the inconvenience, but [Product Name] is currently out of stock. We are working to restock it as soon as possible and expect it to be available by [date]. You have the option of waiting for the restoration or selecting a different style, and we'll provide you with [compensation, e.g., a discount coupon] as a gesture of appreciation. Thank you for your understanding!

卖家申请换货

Hello! We apologize for the inconvenience. Please provide your order number and a description of the issue, and we will process your exchange promptly. Thank you for your understanding!

错发/漏发处理   

Hello! We apologize for the mistake. Kindly provide your order number and photos of the items received, and we will verify the issue and arrange a return or refund as soon as possible. Thank you for your cooperation!

维修与售后支持  

Hello! If you experience any issues with your product, please provide your order number, a description of the problem, and any relevant photos or videos. Our after-sales team will assist you with repair guidance or arrange a return/exchange.

模板仅供参考,请根据实际情况修改调整,确保有效沟通。

 

如需进一步帮助,请随时与我们的客户服务团队联系。