1、14/14沒有發(fā)貨的情況下，詢問客戶補發(fā)或者退款!Dearfriend,Sorryforcausingthisproblem.Ourwarehpsueshippedouttheordertoyou。Icheckedtheshippinginformationforyou，maybeyourpackagewaslostbytheshippingcompany.Iapologizetoyouforthisproblem。Icanarrangeourwarehouseresendtheordertoyou,doyouagree?Or，IwillrefundtoyouWaitforyourupdate

2、.Bestwishes 客服常見問題匯總及處理 TOC o ”13” h u Hyperlink l _Toc28057156一、售前咨詢(未付款）PageRef _Toc28057156 h2Hyperlink l _Toc280571571。1、詢問尺碼PageRef _Toc28057157 h2Hyperlink l _Toc28057158”回復(fù):PageRef _Toc28057158 h21。2。Hyperlink l ”_Toc28057159”實拍圖PageRef _Toc28057159 h21。3.Hyperlink l ”_Toc28057160是否可以到達(dá)某國家Pag

3、eRef _Toc28057160 h21。4。Hyperlink l ”_Toc28057161”價錢PageRef _Toc28057161 h21.5.Hyperlink l ”_Toc28057162”要折扣；批發(fā)算運費;PageRef _Toc28057162 h2Hyperlink l _Toc28057163”二、售中（已下單未發(fā)貨)PageRef _Toc28057163 h22。1。Hyperlink l _Toc28057164”無貨PageRef _Toc28057164 h2Hyperlink l ”_Toc28057165無貨不補；近期到貨；延長備貨期； PageRe

4、f _Toc28057165 h22.2.Hyperlink l ”_Toc28057166”產(chǎn)品問題需要客戶確認(rèn)PageRef _Toc28057166 h22。Hyperlink l ”_Toc28057167”3、客戶要求更換顏色尺碼PageRef _Toc28057167 h22。Hyperlink l ”_Toc280571684、客戶要求取消訂單PageRef _Toc28057168 h22.Hyperlink l ”_Toc280571695、催發(fā)貨PageRef _Toc28057169 h2Hyperlink l _Toc28057170”三、售后(已發(fā)貨）PageRef

5、_Toc28057170 h23.1.Hyperlink l ”_Toc28057171”貨物在途物流問題 PageRef _Toc28057171 h33.Hyperlink l _Toc28057172”2、已收貨有問題PageRef _Toc28057172 h3Hyperlink l ”_Toc28057173發(fā)錯顏色，尺碼,有瑕疵,退貨PageRef _Toc28057173 h33.Hyperlink l ”_Toc28057174”3。 已退款PageRef _Toc28057174 h3Hyperlink l ”_Toc28057175問退款何時收到的：PageRef _Toc

6、28057175 h3Hyperlink l ”_Toc28057176”四、管理評價PageRef _Toc28057176 h3Hyperlink l _Toc28057177”1。 催好評PageRef _Toc28057177 h3Hyperlink l ”_Toc28057178”2。 聯(lián)系買家修改中差評PageRef _Toc28057178 h3一、售前咨詢（未付款)1。1、詢問尺碼回復(fù)1：Dear friend,To avoid choose the incorrect size for you。 Please tell me your information as below

7、:Bust : cmWaist ： cmHeight ： cmHips : cmIll check the size for you according your informationWait for your replayBest wishes！2。Dear friends,Our product is the larger sizes.If you can not decide your size？ you can provide your information for me：Waist : cmBust : cmHips ： cmHeight： cmI can help you to

8、 choose the suitable size。You also can check the size chart and pick the size。3。 Dear friend，If the size like below；Waist ： 100cmBust ： 115cmHips ：120cmIf so， I will recommend you the size3XL according you information. If not, please tell me the information like below;Waist : cmBust ： cmHips : cmHei

9、ght ： cmI am waiting for your replay4Dear friend，Sorry, This product is too small to you according your information, we dont have the 7XL size。 But I can recommend you some other kinds products below：1 .2。3.If you are interested in any products in our store， please place an order, I can give you the

10、 best priceI wait for your replay。Best wishes！5。Hi friend,Sorry , this product dose not fit for you according your information。 Our biggest size waist is xx to xx cm ，you can recheck your waist and decide if it really fit you。 If not， you can select other pants in our store。 I can give you the best

11、discountFor any further concerns， please feel free to contact us.Best wishes。1。2索要實拍圖：回復(fù):Dear friend，無實拍的情況下Sorry ,all the pictures are provide by our factory, they didnt provided the pictures of this dress。 If you really like this dress ,You can place the order and I can pick up the products accord

12、ing your order to take photos and send to you before it shipped， If you are not satisfied with it ，you can choose the cancel the order and I will agree。 the aliexpress will refund to you。what do you think of it ?wait for your replyBest wishes1。3是否可以到達(dá)某國家1。4價錢（成本+運費）/(1利潤率)=售價1。5要折扣；批發(fā)算運費；Dear friend

13、；Do you a reseller? Or do you just buy it for a group use?（根據(jù)不同的情況而定）1. We totally have (顏色,數(shù)量） available。 I will send all（顏色，數(shù)量） to you。2. the price to （地名） is（價錢) including shipping fee via Ali express standard shipping. It normally takes about 20 to 60 days for delivery。3. We have a faster way to

14、 ship by DHL to you。 The price is（價錢) including DHL shipping fee。 The delivery time is 57 business days。If you accept， please place the order but dont pay. Please leave a message to tell me which shipping method you need。 I will change price for you.Then you can pay。 I will arrange to send out soon

15、in 13 business days。Look forward to your reply。署名催款模板Dear valued customer,Thanks so much to buy products from us。The product you buy is one of the most hotselling one。 And this product is always highly appreciated by regular customers in our store。 If you like the products， please do not hesitate to

16、 arrange the payment now。We will arrange our warehouse to send out your order as soon as possible.二、售中（已下單未發(fā)貨）2。1無貨無貨不補Dear Friend，無貨訂單1。Thanks for the order。 But this order is held by our system and unshipped when I check。 2。The stock show in our system does not available in our warehouse now。 My t

17、eam went out to find the same items for you. But there is no suitable supplier after contacting many store3.You can also replace this order with other products in my store. If the price is slightly higher, I will agree and arrange to send out soon.4。If you want to cancel this order, please choose ”o

18、ther reasons” or buyer dont want this order”。 I will agree， and then Aliexpress will refund the money to you。http：/adcms/helpaliexpresscom/topquestions/cancel_order。phpSorry for the inconvenience caused to you。Wait for your reply.署名無尺碼但有臨近尺碼的1。Thanks for the order. But this order is held by our syst

19、em and unshipped when I check。 2。The stock show in our system does not available in our warehouse now. My team went out to find the same items for you。 But there is no suitable supplier after contacting many store。3. We still have red color 6XL in stock， would you be willing to replace it?4. we have

20、 black 5xl in stock， if you only like black color， please check if 5xl will fit for your need。Bust： cmWaist： cmHeight： cmHips： cm .5。You can also replace this order with other products in my store。 If the price is slightly higher ，I will agree and arrange to send out soon。6。If you want to cancel thi

21、s order， please choose ”other reasons” or ”buyer dont want this order”。 I will agree， and then Ali express will refund the money to you。http：/adcms/help-aliexpresscom/topquestions/cancel_order。phpSorry for the inconvenience caused to you.Wency 署名it for your reply。3、客戶要求更換顏色尺碼（1）未發(fā)貨： 直接備注，按客戶要求更換顏色與尺

22、碼。（確定的情況下)(2）已發(fā)貨：告知客戶貨已經(jīng)發(fā)出,如果要更換尺碼與顏色,請在收到貨以后盡快與我們?nèi)〉寐?lián)系.及時退貨給客戶重發(fā)。4、客戶要求取消訂單了解客戶由于什么原因要求取消訂單Dear friend,（客戶取消訂單,并要求退款)I will refund the money to you。 please open a dispute for this order， it is a refund request， I will agree and Ali express will refund the money to you.http：/adcms/helpaliexpresscom/m

23、ake_refund_request.phpA will refund the money to you soon。 It takes about 7 to 15 business days for the money to show up in your account。Welcome to buy the products next time， if you want buy other product， please tell me in advance， I will check the color or quality more carefully for you。Im so sor

24、ry for cause your inconvenience。For the any further concerns， please feel free to contact us。署名5、催發(fā)貨Dear friend，Our warehouse will send out your order about 1 to 3 business days（節(jié)假日根據(jù)具體情況而定）,please be patient to wait。The Ali express use the Ali express standard shipping， the normal delivery date is

25、20 to 60 days。 Delivery time is different from country to country。If the package does not arrive to you in the purchase protection time， please contact us to extend the ”delivery date” before it expires。 If you did not receive your package in time， we can arrange to refund to you。For the any further

26、 concerns, please feel free to contact us.Best wishes！署名三、售后(已發(fā)貨）3。1貨物在途物流問題 (糾紛問題同在）3。1。1延長收貨期-客人要求延長到貨期的 extend delivery date， purchase protection。Dear friend，The package is shipped out 修改此處時間Sept。05,2015.It typically takes about 28 to 60 days to deliver in your country by China post air mail。 It

27、sometimes might be delayed due to bad weather， slow customs clearance。I have extended the purchase protection time for you by 修改30 days。The package 根據(jù)更新修改has arrived in your country。 please pay attention to it。 If it does not arrive to you in time， please contact me soon . I will check and solve the

28、 problem for you。Sincerely ，F(xiàn)iona署名3。1。2實際沒有發(fā)貨的，應(yīng)退款Dear friend，（實沒有發(fā)貨的）I agree this dispute. Ali express takes the money and they will process the refund to you。 It typically takes about 3 to 7 work days。http：/help/newContactUs.htmYou can check the refund section in the above help link。Thank you so

29、much。I am sorry for the inconvenience caused to you.Best wishes。、我們實際已經(jīng)發(fā)貨, 糾紛原因：“貨物仍然在運輸途中” 或 “運單號無法查詢到物流信息” 3。2。1先給客人延長到貨期， 并勸說客人取消糾紛等待。Dear friend，方案1The package is on the way to your country。（按查找的結(jié)果修改）It typically takes about 30 to 60 days for the post mail to delivered to your country.Can you pl

30、ease cancel this dispute and be patient to wait for some more days?The purchase protection time has been extended for you by 30 days (天數(shù)復(fù)制過去后修改或者刪除，巴西延長60天）。 If the package does not arrive to you in time， you can still open a dispute for it again。 ok？Wait for your reply。Best regards,Fiona（署名)Dear fr

31、iend,方案2The package is shipped out September。06修改發(fā)貨日期， It is on the way to the destination to you。The international shipment typically takes about 30 to 60 days for delivery to your country via China post air mail。I have extended the purchase protection time for you by 30 days。 Can you please cancel

32、 this dispute and be patient to wait for some more days?If the package does not arrive to you in 15 to 20 按到期情況修改days, you can open a dispute that time。 I will refund or to resend the package to you according to your need。Wait for your reply。Best regards，F(xiàn)iona署名3。2。2. 4天內(nèi)客人沒有取消糾紛的,拒絕糾紛,安撫客人等待-Dear c

33、ustomer，I have extended the purchase protection time for you。 Can you please cancel this dispute at first and wait for some more days for the order？You can also contact your local post office with the tracking number if the package does not arrive to you in time.Best regards,3.2。3 在糾紛提交平臺之前， 小金額訂單/平

34、郵訂單（0-7美金,銷售自己把握）,可以直接退款給客人，并告訴他等收到貨之后再付款給我們。-Dear friend, I refund to you.Ali express takes the money and they will process the refund to you./help/newContactUs。htmYou can check the refund section in the above help link.You can contact me to pay after you received the order。Thank you.Fiona 換署名3。3.拒

35、絕糾紛后/糾紛提交平臺后，定期查看拒絕過的糾紛，如果物流有更新或者妥投,請及時聯(lián)系客人告知他，并同時勸說取消糾紛.3.3。1 在目的國有更新的：Dear friend，The following is the latest update of your package。 Your post office will send it to you as soon as possible。 Can you please cancel this dispute and wait for some days？復(fù)制最新的更新動態(tài)給客人*2015-0620 09:06Curitiba / PR， Recei

36、ved by the Brazil Post， Object subject to inspection and delay on delivery*復(fù)制最新的更新動態(tài)給客人You can also contact your nearest post office to check when they will send it to you。If you need any other help ,please contact us。Kind regards，F(xiàn)iona 換署名3.3.2 在目的國只有到達(dá)信息的 （經(jīng)常是巴西）-Dear friend，The shipment informati

37、on shows it has arrived to your country in June換時間,your countrys post office will send it to you. Can you please cancel this dispute and wait for some days?復(fù)制最新的更新動態(tài)給客人20150620 09:06Curitiba / PR， Received by the Brazil Post， Object subject to inspection and delay on delivery*復(fù)制最新的更新動態(tài)給客人. 發(fā)送信息時,可以附

38、帶跟蹤信息的截圖Fiona 換署名A2.4。3 已經(jīng)在目的國妥投的deliveredDear friend，The shipment information shows the package has delivered to you。 Have you received it？If you received it， please cancel this dispute soon. Otherwise ali express will punish me and my store.The following is the latest update of your order:復(fù)制最新的更新動

39、態(tài)給客人*20150729 15：14PUERTO MONTT CDP 01， ENVIO ENTREGADO*復(fù)制最新的更新動態(tài)給客人. 發(fā)送信息時，可以附帶跟蹤信息的截圖Wait for your reply soon。Regards,Fiona 換署名3。4。糾紛原因： 物流退回了包裹3。4。1。如果是賣家實際沒有發(fā)貨的，退款。Dear friend，I agree this dispute。 Ali express takes the money and they will process the refund to you。 It typically takes about 3 to

40、 7 work days。http：/help/newContactUs.htmYou can check the refund section in the above help link.Thank you so much.I am sorry for the inconvenience caused to you。Best wishes。3。5。 已發(fā)貨，物流退回包裹。 物流退回的包裹,發(fā)貨運費不退.另外發(fā)貨方需要付運費百分比（30%50新加坡小包和其他)或者每件貨4元的退貨費用。3.5。1 貨物還在目的國的，告知客人聯(lián)系當(dāng)?shù)刈罱]局要他們發(fā)回給客人。 延長收貨期,勸說客人先取消糾紛.我

41、們收到貨之后可以重發(fā)給他.Dear friend,The package is still in your country. Your local post office can not contact you successfully.前一句原因更換 Please contact them soon to get your package back。At the same time， can you please check and confirm us the detailed address and phone number of you？If the package returned

42、to us， we will resend it to you. Is it ok? Can you please cancel this dispute at first？Wait for your reply.Best regards，F(xiàn)iona 換署名3。5。2 貨物已經(jīng)顯示回到中國。 延長收貨期,勸說客人先取消糾紛.我們收到貨之后可以重發(fā)給他.Dear friend，The post office did not returned the package to us till now。 Can you please cancel this dispute at first？I have

43、 extended the purchase protection time for you。 If the package returned to our company, I will resend it to you。 ok？And can you please confirm us the correct shipping address and phone number?Wait for your reply soon！Best regards，F(xiàn)iona 換署名3。5.3 包裹退回,國際運費比較高的,聯(lián)系客人收取第二次發(fā)貨費用。可以到線上物流查詢發(fā)貨費用。1。妥投的訂單。 提交跟蹤

44、信息妥投記錄截圖，如果糾紛已經(jīng)提交平臺仲裁了，關(guān)注平臺通知即可。2.在途中的包裹，定期關(guān)注糾紛訂單物流更新,及時通知客人并在發(fā)送信息時附帶跟蹤信息截圖.也便于以后自己查看。未到貨，未開糾紛，無目的國信息Dear friend，The package is shipped out 日期, It have arrived in your country.The international shipment normally takes about 30 to 60 days for delivery to your country via China post air mail。 Sometime

45、s it may be delayed due to bad weather， slow customs clearance.I have extended the purchase protection time for you by 40 days。 Would you please wait for some more days for its arrival？You can also contact your local nearest post office to check with the shipment number RF077261869CN.If the package

46、does not arrive to you in about 30 days， I will refund or to resend the package to you according to your need。Wait for your reply.Best regards,Fiona查詢買家訂單記錄，包裹顯示已經(jīng)離開目的國家封發(fā)退回了。告知買家我們可以重發(fā)，請他提供給我們正確的發(fā)貨地址，和聯(lián)系電話Dear friend，The shipment information shows the package has been returned by your post office。

47、It has arrived the import exchange （地點,日期）。 But no one claims the package. After 1 month, the post office returned it back。(具體情況）I am willing to resend it to you。 Please recheck the shipping address and confirm me the correct detailed address with correct phone number。I will arrange our warehouse to

48、 send a new package to you.Wait for your reply。署名3。2、已收貨有問題 發(fā)錯顏色,尺碼，有瑕疵，退貨Dear friend,（客戶取消訂單，并要求退款)I will refund the money to you. please open a dispute for this order， it is a refund request, I will agree and Ali express will refund the money to you。/adcms/helpaliexpresscom/make_refund_request。php

49、A will refund the money to you soon。 It takes about 7 to 15 business days for the money to show up in your account。Welcome to buy the products next time， if you want buy other product, please tell me in advance， I will check the color or quality more carefully for you.Im so sorry for cause your inco

50、nvenience.For the any further concerns, please feel free to contact us。3.3。 已退款 問退款何時收到的:Dear friend，A will refund the money to you soon。 It takes about 7 to 15 business days for the money to show up in your account.（附上退款到賬時間圖)For the any further concerns， please feel free to contact us。Best wishes署

51、名四、管理評價1. 催好評Dear Valued Customer，Thank you for shopping on our store - we hopeyou are enjoying your purchase!Your shopping experience is very important to usand our business。 We would like to invite you to leave positive feedback on ourproducts and service. It only takes a moment， and its a great w

52、ay to helpothers make purchases like yours!If you are unsatisfied with any aspect of ourservice， please contact us first so we can try to resolve your problem.Thank you for your custom, and we look forwardto providing you with the best buying experience again on AliExpress！Yours sincerely,Seller Nam

53、eDear friend，1。 The shipment information shows that the package has delivered to you.2。 If you received the product and satisfied with it, please give me 5 star feedback。 It is important to me and helpful to future buyers。* 5 stars feedback= 5% discount for your future orders The following is instru

54、ctions for your reference:/adcms/helpaliexpress-com/feedback_suppliers.php3。 If you have questions with products， size， please take clear photos to show us the problem /measured size。Please do not hesitate to contact me。 I will solve for you soon.4。 Welcome to our store next time。 Ill give you all 5

55、 stars feedback。Best wishes！署名。2。 聯(lián)系買家修改中差評3我們用無憂物流發(fā)貨的,買家一段時間內(nèi)沒有收到貨，就開了糾紛，之后妥投了,買家關(guān)閉了糾紛,但是給了我們一個差評. 又無憂物流發(fā)貨的訂單，DSR的物流差評是平臺自動移除的，但是 產(chǎn)品差評是不行的。 所以對于無憂物流接管的糾紛,我們?nèi)匀恍枰I家發(fā)信息，告訴他情況，盡量安撫. 否則即使到貨了，可能也會因為我們不理他而給DSR服務(wù)低分，和產(chǎn)品的差評20151217 23：23：39（規(guī)定時間內(nèi)未收到貨開糾紛,貨到了后給的差評)Dear friend，I have extended the purchase protection time for you。 Your money is safe. Please d