跨境電商英語(yǔ)Cross-BorderE-CommerceEnglish浙江省中高職一體化貫通系列教材Unit6OrderManagementUnitOverviewBystudyingthisunit,youareexpectedto:Masterthebasicexpressionsandknowledgeaboutordermanagementincross_x0002_bordere-commerce;Learnhowtocommunicatewithcustomersregardingtheirorders,includingrespondingtoinquiriesbothverballyandinwriting;Learnhowtodealwithonlineordersbyordermanagementsystem;LearnentrepreneurialspiritofsuccessfullybuildingChina’sownproductbrandsfromindustrypioneers.Contents目錄Warming-up01Listening02Reading03Speaking04Writing05Workshop0601Warming-upTask1Workingroupstobeawordmasteraroundthe

givenword“order(訂單)”.Trytomakemoreproperexpressionswiththegivenword“make”.

Thefollowingaresomeoptions:Initialorder首次訂單Placeanorder下訂單Bookanorder訂購(gòu)Trialorder試訂單Canceltheorder取消訂單Neworder新訂單Ordernumber訂單編號(hào)Initialorder/firstorder首次訂單（新客戶的第一次訂單）Big/largeorder大訂單（訂單量較大）Smallorder小訂單Trialorder試訂單Formalorder正式訂單（買家需要支付樣品費(fèi)、郵寄費(fèi)，當(dāng)正式采購(gòu)后以采購(gòu)合同為依據(jù)，前述費(fèi)用予以扣除）Repeatorder重復(fù)訂單（再次下的低訂單，產(chǎn)品規(guī)格型號(hào)等內(nèi)容跟上一訂單保持一致）Duplicateorder復(fù)訂單（在前一次訂單合作的基礎(chǔ)上再次追加訂單，但訂購(gòu)產(chǎn)品或有變化，也即回頭客下達(dá)的訂單）Limitedorder有限訂單（對(duì)于訂單的數(shù)量品種等有限制）Payfortheorder支付訂單Canceltheorder取消訂單Managetheorder管理訂單（訂單管理系統(tǒng)，往往進(jìn)行分類，顯示已發(fā)貨訂單itemshipped,已完成支付訂單itempaid、待支付訂單unpaidorder，退換貨爭(zhēng)議訂單Returnsandcanceledorder，已取消訂單canceledorder）Confirmtheorder訂單確認(rèn)Placeanorderwithsb.Forsomething給某人下訂單Task2Exerciseintherole.Sayonesentencethatincludestheword“order”asawebsiteowner,suchas“Thanksforyourorder!”Contents

1.2.3.4.5.ThankyouverymuchforyourorderNo.19012201.I’llappreciateifyoucanplaceanorderfortheshirtswithuswithin3days.I’mafraidit’stoo

lateto

cancel

my

order.We

welcomeorders

coming

from

allover

the

world.Youcanusseralkindsofmethodstopayforyourorder,saycreditcard.02ListeningTask1Listentofiveshortdialoguesandticktheaspectoftheproductthatistalkedaboutineachdialogue.ScriptsTask2Dialogue1Dialogue2Dialogue3Dialogue4Dialogue5shipmentpaymentsizematerial&colorprice√√√√√Task1Listentofiveshortdialoguesandticktheaspectoftheproductthatistalkedaboutineachdialogue.Scripts:Dialogue1A:Hi,doyouhavesuchshoes35or36size?Myfootlengthis23cm.WhichsizecanyourecommendmeifIplacetheorder?Thankyou.B:Accordingtotheinformationyouofferedinyourlastletter,wesuggestyouchoosetheUSsize6.Youcanalsogetmoreinformationfromthesizetableweattachedbelow.Dialogue2A:“Hello！Canyoutellmethematerialofthisitem?Doyouhaveallthecolorsinyourstock?B:Thanksforyourinterestinouritems.Thesebootsaremadeofgenuineleather.Donotworryaboutthecolors.Wehaveallsizesandcolorsavailable.Youcanrefertoourdisplaysintheshop.Dialogue3A:WhencanyouarrangetheshippingifIplaceanordertoday?B:Wewillshipitwithin24hoursonceyouplaceanorderfromus.Dialogue4A:CanyougivemeadiscountifIplaceanorderwithaquantityof100?B:Ifyourorderismorethan3pairs,wecangiveyoua7%discount.Dialogue5A:WeappreciatetheorderNo.190121fromyou.However,wenoticethatyouhaven’tmadethepaymentyet.B:Letmesee.Sorry,Icannotgothroughthisorder.Canyouhelpmetosolvetheproblems?Task2Listentothefollowingsentencesandfillintheblanks.1.I’mverysorrythattheitemyouwantinyourorderis________________

.2.Weonlyhavealimitednumberofthisiteminstock,sowemighthavetrouble___________________

today.3.Theyare____________

,sowe’llhavetheminsupplysoon.OryoucansearchonAmazonforotheritemsinourshop.4.You’llloseyourdiscountandthecouponifyou_____________

theorder.5.Thankyouverymuchforyourorder.Wewillpreparetheitemand_________________

toyouwithin1-3daysbyChinaPostAirMail.outofstockfillingthisorderonordercancelsendthegoodsScriptsTask3Task2Listentothefollowingsentencesandfillintheblanks.Scripts:1.I’mverysorrythattheitemyouwantonyourorderisoutofstock.2.Weonlyhavealimitednumberofthisiteminstock,sowemighthavetroublefillingthisordertoday.3.Theyareonorder,sowe’llhavetheminsupplysoon.Or,youcansearchonAmazonforotheritemsinourshop.4.You’llloseyourdiscountandthecouponifyoucanceltheorder.

5.Thankyouverymuchforyourorder.Wewillpreparetheitemandsendthegoodstoyouwithin1-3daysbyChinaPostAirMail.Task3Listentothefollowingdialoguesandgivethemainreasonaccordingtotheinformationyouheard.1.Whycan’tthebuyerplacetheorderfortheblueT-shirt?__________________________________________________________________________2.Whatdoesthebuyerconsiderforreplacing?__________________________________________________________________________3.Howmanyitemsdoesthebuyertake?Howaboutthediscountforthepayment？__________________________________________________________________________Becausetheitemintheorderisoutofstock.He’llbuytheleft10piecesblueT-shirtsize5,andtheother40piecesitems,10piecesofNo.J13fromsize5tosize8eachforreplacing.100piecesinallforthistrialorder.Offeradiscountof25%whenquantityreaching100pcs.ScriptsContentsTask3Listentothefollowingdialoguesandgivethemainreasonaccordingtotheinformationyouheard.Scripts:Buyer:We’dliketobuy50piecesofT-shirts,men’s,women’s,I’minterestedintheblueT-shirt.Iwonderifyouhave20moreforit?Seller:Justamoment,please.I’llcheckonit.I’msorry.20piecesofsize5leftonly.Theyarehardlyoutofstocknow.Buyer：So,arethereanyotheritems,oryoumayrecommendsomebestsellingtous?Seller:Thankyouforyourinterestinouritems.Besidestheblue,wealsohavethenewarrival,itemNo.J13.WehavethreedifferentsizesS,MandL.Accordingtotheinformationyouoffered,wesuggestyouchoosesizeMandL.Youcanalsogetmoreinformationfromthesizetableweattachedbelow.Pleaseallow1-2cmerrorsduetomanualmeasurement.Andwedohaveallsizesandcolorsinstock.Buyer:Ok,letmesee.Seller:Dear,wehopetoestablishbusinessrelationshipwithyou.Hereisthelistoftheproducts,youmaybeinterestedin,too.Ifyourordermorethan100piecesthistime,wecouldgiveyouawholesaleprice$25/piece（freightincluded）.Buyer:Soundsgood.HowaboutJ13inblackandwhite?Seller:It’senoughinstock.Irecommendyoutakethisitemforreplacing.Italsosellsfast.Buyer:Ok.I’lltaketheblueT-shirtsize5,20pieces,andanother90piecesfromJ13,sizeMandL,blackandwhite,20pieceseachsizeandcolorforthistrialorder.Seller:Thanksforyourorderverymuch,sir.Momentplease.We’lldealwithyourorderimmediately.Er,100pieces,weofferyouthediscount,25%percent.Buyer:Terrific!03ReadingSetting:

JoannaChiangreceivedamessagefromtheplatformAmazon,inwhichsheistoldtodealwiththeneworders.StartingtaskNow,trytodiscusswhatdoyouknowabouttheordermanagementprocedures.Whatisthedifferencebetweenofflineexportingordersandonlineordersconductedincross-bordere-commerce?Afterthebuyerbrowsethewebsiteandfindtheirfavorites,theymayexchangeenquiriesbeforeplacinganorder,orthejustplacetheorderbetweenthebuyerandseller.Wheneverthereisanorderbooked,thebuyershouldquicklyrespondtotheorder,thatisordermanagement.Thebuyermayissuearequesttopurchaseaspecifiedamountofgoodsorjustonepiece.Butalargeorderoraformalordershouldcontain:nameandarticlenumber;quality;packageandspecification;quantitydelivery;unitpriceandtotalamounttermsofpayment.etc.WhatisanOrderManagementforE-Commerce?WiththepopularizingofInternet,e-businessintheworldisalsogrowingmorevigorouslythaneverbefore.Nowadays,e-commerceplatformscomeintobeing.China’slargestretailwebsite,Taobao,andYahoo!JapanhavelaunchedajointplatformthatallowsconsumerstobuyproductsbothfromChinaandJapan.Whichdoyouprefer,offlineoronlineorder?Mostofe-shopstendtoprovidecompanyprofile,latestproductmenuandpricelist,andanonlineorderform.Sellersjustapplyforanordermanagementtodealwiththeorders.Thescopingrulesforthesystemlevelmaketheonlineordersystemserveastheblackboxcentralactor,andthesellersareonlyresponsibleforcustomer’sonlineorderprocessing.Usually,anordermanagementsystemcanfinishitsjobsfollowingthefivesteps.Ininitialsteptheuserplacesanorderatthebuyers’end,click“Submitorder”button,thenanorderisgeneratedanddisplayedinthestateof“tobepaid”bothforsellersandbuyers,whichcalled“Tobepaid”.Thefollowingstepmeans“Goodstobeshipped”.Infact,it’sastatusoftheorderchangingfrompaymenttogoodsthatistobeshippedaftertheuserpayssuccessfully.Nextisthestepnamedas“Goodstobereceived”.Whenthemerchantisreadyforthegoods,hefillsinthelogisticsinformationinthebackgroundandconfirmtheshipmentandtheorderstatuschangesfrom“Goodstobeshipped”to“Goodstobereceived”.Thefourthstepis“Ordercompletion”.Whentheuserreceivestheproductandconfirmsreceiptatthefrontendorwithinaperiodthattheproducthasbeenshipped,theorderstatuschangesfromshippedtocompleted.Thelastiscalled“Orderclosure”.Whentheuserfailstopayorcancelstheorderwithinaperiod,theorderwillbeclosed.參考譯文Generallyspeaking,awell-performedordermanagementsystemconsistsofseveralcomponents

orsubsystems,suchaseditingorders,cancelingorders,restoringcancelledorders,deletingorders,fulfillinganorder,etc.Itsmainoperatingproceduresmaybeillustratedasbelow.參考譯文Inthepartof“Dashboardofanorder”,allorderscomeinthroughyoure-commerceBackOffice>Orders.Clickanordertoopenitinthedashboardview.Thedashboardviewisdividedbythetwocolumns:NavigationButtonandGeneralInformation.ClickNavigationButtonandopenitsdrop-downmenu:hold,copyorders,editandsendremindersornotifications.Atthetopofthescreen,youwillfindGeneralInformationfortheorderstatus,viewinganorderorfilteringanorder,clickingontofilterordersandexportanorder.Also,inthepartof“Fulfillinganorder”,whenaneworderisreceived,youshouldverifythepayment.Packagingandshippingtheorderisknownasvirtuallyfulfillinganorder.Inyoure-commerceadmin,gotoOrders,thenselecttheordernumberlinktoenteritsdashboardasbelow:參考譯文Topackageyourorder,youneedtoobtainpackagingintheGettingstartedwithshippingarticle.Next,printtheshipmentpackagingslipbyselectingtheprinticonbesidetheshipment.Nowyouneedtousethepackagingsliptotaketheorder’sproduct(s)fromyourinventoryandpackagetheproductsintoshippingboxesorenvelopes.“Shiptheorder”canbeoperatednotonlyinmanualwaybutalsoinbulk.Youjustinformashippingproviderthatmatcheseitherthecustomer’schoiceoryourshippingstrategytosendthepackagetothereceivers.Nextyouprinttheshippinglabelfromtheshippingproviderplatformoruseanintegratedshippingmethodtoprinttheshippinglabelandpostageforthecarrierfromtheorderscreen.Whenyourproductisshipped,selecttheMarkasShippedbuttonontheorderscreenintheShipmentsectionfollowingthenextinstructions:參考譯文Onceyouhavethetrackingcode,selecttheshipmentnumber,andenterit.Thishappensautomaticallyformanyintegratedshippingmethods.參考譯文Exercise參考譯文什么是電子商務(wù)的訂單管理隨著互聯(lián)網(wǎng)的普及，世界范圍內(nèi)的電子商務(wù)也比以往任何時(shí)候都更加蓬勃發(fā)展。如今，電子商務(wù)平臺(tái)應(yīng)運(yùn)而生，中國(guó)最大的零售網(wǎng)站“淘寶”和“雅虎!日本”周二推出了一個(gè)聯(lián)合平臺(tái)，允許消費(fèi)者同時(shí)購(gòu)買中國(guó)和日本的產(chǎn)品。您喜歡線下訂購(gòu)還是在線訂購(gòu)?大多數(shù)電子商店都提供公司簡(jiǎn)介、最新產(chǎn)品菜單和價(jià)目表，以及在線訂購(gòu)表格。賣家只需申請(qǐng)訂單管理就可以處理訂單。系統(tǒng)級(jí)的范圍規(guī)則使得在線訂單系統(tǒng)充當(dāng)黑盒中心參與者，而賣家只負(fù)責(zé)客戶的在線訂單處理。

通常，訂單管理系統(tǒng)可以按照以下五個(gè)步驟完成工作:

首先是查看訂單支付情況。在這個(gè)環(huán)節(jié)，用戶在買家端下訂單后，點(diǎn)擊“提交訂單”按鈕。訂單生成并顯示為待支付狀態(tài)。下一步是待發(fā)貨貨物，即訂單狀態(tài)由付款變?yōu)橛脩舾犊畛晒蟠l(fā)貨貨物。接下來(lái)是待收貨環(huán)節(jié)，商戶準(zhǔn)備好貨物后，在后臺(tái)填寫物流信息，確認(rèn)發(fā)貨后，訂單狀態(tài)由待發(fā)貨變?yōu)榇肇洝Ｈ缓蟮谒牟绞怯唵瓮瓿?。?dāng)用戶收到產(chǎn)品并在前端確認(rèn)收到，或者在產(chǎn)品已經(jīng)發(fā)貨的一段時(shí)間內(nèi)，訂單狀態(tài)從發(fā)貨到完成。最后一步驟是訂單關(guān)閉。用戶在一段時(shí)間內(nèi)未付款或取消訂單，訂單將被關(guān)閉。一般來(lái)說(shuō)，一個(gè)運(yùn)行良好的訂單管理系統(tǒng)由幾個(gè)組成部分或子系統(tǒng)組成，例如:編輯訂單、取消訂單、恢復(fù)已取消訂單、刪除訂單、完成訂單等。其主要操作程序如下所示。在訂單管理面板視圖中，所有的訂單都是通過(guò)你的電子商務(wù)后臺(tái)>訂單模塊來(lái)操作的。單擊訂單以在訂單面板視圖中打開它。面板視圖由兩列導(dǎo)航按鈕和常規(guī)信息劃分。點(diǎn)擊導(dǎo)航按鈕，打開它的下拉菜單:保持、復(fù)制復(fù)制訂單、編輯和發(fā)送提醒或通知。在屏幕頂部，您將看到訂單狀態(tài)的基本信息、查看訂單或過(guò)濾訂單、單擊過(guò)濾訂單和導(dǎo)出訂單。

還有，在完成訂單模塊當(dāng)收到新訂單時(shí)，您應(yīng)該驗(yàn)證付款。而包裝和運(yùn)輸發(fā)貨的訂單才被稱為真正履行的訂單。在您登錄到“eCom”管理系統(tǒng)中，轉(zhuǎn)到Orders項(xiàng)下，然后選擇訂單號(hào)鏈接，以進(jìn)入其訂單界面，如下圖所示：要打包您的訂單下的商品您需要在“開始發(fā)貨”中獲取收貨地址并傳輸給物流服務(wù)商。接下來(lái)，通過(guò)選擇發(fā)貨ID旁邊的打印圖標(biāo)來(lái)打印發(fā)貨包裝。

然后使用包裝單從庫(kù)存中取出訂單產(chǎn)品，并將產(chǎn)品包裝進(jìn)運(yùn)輸箱或封袋，安排發(fā)貨。發(fā)貨環(huán)節(jié)的訂單操作，既可以單個(gè)訂單手操作也可以批量處理。對(duì)于待發(fā)貨訂單，發(fā)貨方需要通過(guò)與運(yùn)輸供應(yīng)商聯(lián)系，將訂單運(yùn)送到客戶的運(yùn)輸?shù)刂凡⑦x擇一個(gè)符合客戶選擇或您的運(yùn)輸策略的供應(yīng)商來(lái)為你實(shí)施發(fā)貨。對(duì)于手工發(fā)貨，客戶的送貨地址位于訂單屏幕的右側(cè)。在這種情況下，您將始終從發(fā)貨供應(yīng)商平臺(tái)打印發(fā)貨標(biāo)簽。當(dāng)然您還可以使用集成倉(cāng)發(fā)貨模式從訂單屏幕或批量訂單操作模塊打印承運(yùn)人的運(yùn)輸標(biāo)簽和運(yùn)單資料。有關(guān)可用的發(fā)貨集成的列表。操作提示如下圖所示：有了物流運(yùn)輸查詢跟蹤碼后，選擇發(fā)貨號(hào)并輸入它。對(duì)于許多集成的運(yùn)輸方法來(lái)說(shuō)，這是自動(dòng)發(fā)生的。Task1Answerthequestionswiththeinformationyoufindinthetext.Understandingthetext1.Whatcanweseeinthehomepageofsomee-shopwhenyoulogontothewebsite?2.Whataretheorderprocessingstepsforanordermanagementsystem?3.Howdoweverifytheorderfulfilled?4.Canwecarryoutbulkactionstodealwiththeorders?5.Howdoweshiptheordertothecustomer’sshippingaddress?E-shopsprovidecompanyprofile,menuandpricelist,andanonlineorderform.I.tobepaidII.goodstobeshippedIII.goodstobeshippedIV.orderIV.completionV.orderclosurePackagingandshippingtheorderisknownasfulfillinganorder.Yes,wecantakebulkactionsavailablefromthe

Orders

overviewmenu.Bycontactingashippingprovider.Chooseaproviderthatmatcheseitherthecustomer'schoiceoryourshippingstrategy.Task2Completetheformthatsummarizesthetext.OrderManagementMaincontentFunctionaloperationDashboardofanorderFulfillinganorderShiptheorderNavigationand

GeneralinformationoftheordersHold,Duplicate-copyorders;EditandSendremindersorNotifications;viewinganorderorfilteringanorder.helpyoucarryouttheordersselecttheordernumber;Verifythepayment;packagingandshippingtheorder.GetthegoodstobeshippedbothinmanualandinbulkInformashippingprovider;Printtheshippinglabel;Selectthe

MarkasShipped

buttonontheorderscreen.DealingwithlanguageTask3Completethewordsthatmatchthemeaningsontheright.Thefirstlettersarealreadygiven.1.p___________

tocatertopopulartastetomakepopularandpresenttothegeneralpublic2.v_________

withvigor;inavigorousmanner3.l_________

tosetgoing;toinitiate4.p________

adescriptionofsb/sththatgivesusefulinformation5.i__________

showingbyexample,suchaspictures6.s________

tohandoverformally7.c________tobemadeupofdiversepartsbecontainedinorbecomposedof8.i__________

adetailedlistofalltheitemsorgoodsinstock

9.p__________

tomanufactureorcopewith10.f_______

toputineffectopularizeigorouslyaunchrofilellustratedubmitonsistnventoryrocessingulfillTask4CompletethesentenceswiththecorrectformofthewordsinTask3.1._____________thenewproductwasnotaneasyjob.2.Welcometovisitoure-shopforthenewly___________items.3.Shewasavery_____________sortofperson.4.Thistransactionwillcertainlyraiseourcompany’sinternational__________.5.Ukraineimportedcashewnutsthatare__________inChineseplants(IT).6.Suppliershaveto_________aspecimenoftheirproductsexhibitedonthecompanywebsite.7.Pleasesendusyourlatest___________productcatalogueforourreferenceintheattachmentofyouremail.8.They’relikelytoholdbigfiresalestoliquidatetheir____________.9.Suchsystemtypically___________ofsmallfragmentsofdatathatarequickandeasytouse.10.Wemust__________theorderssmoothlytosatisfyourcustomers.Popularizing

launchedvigorousprofileprocessedsubmitillustratedinventoryconsistfulfillTask5TranslatethesentencesintoChinese,andwriteasentencebyusingthephraseinbrackets.1.Mostofe-shopstendtoprovidecompanyprofile,latestproductmenuandpricelist,andanonlineorderform.(tendto...)Translate:______________________________________________________________________________Write:_________________________________________________________________2.Packagingandshippingtheorderisknownasvirtualfulfillinganorder.(beknownas...)Translate:______________________________________________________________Write:_________________________________________________________________3.“Shiptheorder”canbeoperatednotonlyinmanualwaybutalsoinbulk.(notonly...butalso...)Translate:_________________________________________________________________________________

Write:_________________________________________________________________4.Youjustinformashippingproviderthatmatcheseitherthecustomer'schoiceoryourshippingstrategytosendthepackagetothereceivers.(either...or)Translate:__________________________________________________________________________________________Write:______________________________________________________________________________________________

_________________________________________________________________5.Onceyouhavethetrackingcode,selecttheshipmentnumber,andenterit.(once...)Translate:_______________________________________________________________________________________Write:__________________________________________________________________________________________

_________________________________________________________________大多數(shù)網(wǎng)店傾向于提供公司簡(jiǎn)介、最新產(chǎn)品菜單和價(jià)目表，以及在線訂購(gòu)表單。Customerstendtobuytheitemsthatareonsaleorhavediscount.YuanLongpingisknown

as"Father

of

Hybrid

Rice"Itnotonly

reduce

thecost

butalso

improvebenefits.Whenthebuyerandthesellercannotresolvethedisagreementovertheorder,

eachendcanaskforeithercancelingorderoreditingorder.Once

you've

verifythepaymentthe

items

buyersordered,

thesellershouldarrangetheshipmentassoonaspossible.包裝并完成訂單下的貨物發(fā)貨被視作真正履行訂單?！鞍l(fā)貨訂單”不僅可以手動(dòng)操作，也可以批量操作。您只需通知與客戶的選擇或您的運(yùn)輸策略相匹配的運(yùn)輸提供商,讓其將包裹發(fā)送給收貨人即可。一旦獲取訂單的物流追蹤號(hào)，請(qǐng)選擇該產(chǎn)品運(yùn)單號(hào)并輸入它。04SpeakingSetting:Afteraperiodofoperation,Joannaisgladtofindcustomerscometohere-shoponAliExpressenquiringaboutorders.Nowsheisstartingtoanswerthequestionsandlearntomanagethenewordersfrombuyers.Shekindlyurgestheunpaidordersornegotiatewithbuyersoneditingorders,etc.

Researchanddiscussingroupsaroundtherelativeproblemsundersuchsituationthatmaytakeplacetoordermanagement.

Examplesofpossiblequestionsarelistedbelow:

1.Whyshouldwerushtomakenewordersdone?Iftheorderisdelayed,whatwillhappen?

2.Doweneedtoconfirmcustomer’sbookingorders?

3.Whatquantitydoyouconsider/regardasalargeorder?

4.Isitconvenientforyouifweplaceanorderbytelephoneordoyoupreferorderstobeinwrittenform?

Readthefollowingdialogue,thencontinuetomakeyourdialogueswithyourpartner.

Buyer:WedecidetopurchasemoreoftheT-shirtNo.C25.Iwonderifyoucouldgivesomemorediscountforthebulkorderofatleast100pcs?

Seller:Justamoment,please.I’llcheckonit.Thisitemisenoughinstock.

…

Suggestedanswer:

Becauseproductssellonlineandbeorderedwhichmeanstheyhasbeenprovedpopularamongcustomers.Wesellersarestrongcompetitiveandstrugglingtofulfillorders,orcustomerswillcancelitorgoaway.Nodelayoncarryingout,sotheansweris“SURE”tofulfilorders.eg.WewillbeabletomakeshipmenttoyouonMarch20th.Pleaseconfirmthisisacceptable.Ifourfirstorderturnsouttobesuccessful,biggerorderswillfollow.Forneworders,wefirstinvestigatethemandbeawareofthestatus.Tourgeortoeditortoconfirmtheorder,that’sthemostimportantworkinordermanagement.Also,wemaybeaskedlikethat“Ifweordernow,whencanyoudeliverthegoods?”“What’sfordiscountorpromotionalprice?”

Theanswerstosuchquestionsmaybethat,forexample:

Thetradediscount/commission/deliverydatedependsonthesizeofyourorder.05Writing

JoannaChianghasstartedoperatinge-businessforseveralweeks.Presentlysheisluckytogetsomeorders.Usually,somecustomerstendtomakeenquiriesbeforeplacinganorderonAliExpressunlikeAmazonwherecustomersmaynotmakeasmanyenquiries.Herearethemessagesreceivedfromcustomersontheorders,inwhichsheistoldtodealwiththeneworders.

Startingtask

1.Whattypesofinformationdobuyerstypicallyenquireabouttheplacingorders?

2.Whatarenecessaryproceduresthatsellershavetofollowtoprocessanorder?

3.IfyouwereJoanna,andhadanunpaidorder,howwouldyougoaboutresolvingthematter?

4.Moreinformation:__________________________________________________Openquestion.Moreusefulanswersmaylikethat:

material,color,size,specificationandsoonarethemaincontentslikelytobeenquired.Andfortheneworders,weshouldverifytheorderfirst,thenmakesuretheorderispaidalready.Sellersshouldarrangetheshipmentwithinthepromisedshippingtime.Forunpaidorder,weusuallyurgethebuyerfinishingthepaymentintimeinsteadofputaside.Inaddition,weshoulddealwiththeorderandupdatethetrackinginformation,keepingintouchwiththebuyeruntilthegoodsreachthereceiversafely.Task1LearnSample1,andthentrytowriteanemailtocommunicatewithcustomersorpersuadecustomerstofinishtheunpaidorderwiththegivenusefulexpressions.

Sample1:UrgethepaymentDearMadam,

Wenoticedthatyouhaven’tpaidfortheorder.Thisspecialdealwillbeendingin3days.Ifyouplaceanorderbeforethedeadline,we’llsendsomenicegiftswithyourorder.Youknow,thisisthebiggestyear-roundpromotionthisyear,withthepriceofsomeitemsevenupto90%off.Ifyouneedanyhelporhaveanyquestions,pleaseletusknow.

Bestregards,

Mary

Usefulexpressions:

haven’tpaidfortheorder...Ifyouplaceanorderbefore…Ifyouneedanyhelporhaveanyquestions,pleaseletusknow.Thanksinadvanceforyourcooperation.

YourVersion:DearSirs/Madams,Thankyouforyourinterestinouritems.However,wenoticethatyouhaven’tpaidtheorderyet.Wewonderifyouneedanyhelporhaveanyproblems,pleaseletusknow.Hereissometipsonmakingthepayment.Wehopethefollowinginstructioncanhelpyou.Youcanselecttheorderandclickthe“PayNow”button.Chooseyourpreferredpaymentmethodonthecheckoutpage.TheplatformsupportsVisa,MasterCard,MaestroDebitCard,WesternUnion,andwiretransferviabanks.

Thanksinadvanceforyourcooperation！Lookingforwardtohearingfromyousoon.BestRegards,

JoannaChiangTask2Supposeyoureceivedanincorrectorderandneedtohaveitcancelled,whatstepswouldyoutake?NowlearnfromSample2andwriteanemailtothecustomer.Writedownyouranswersinnolessthan100words.Sample2:CanceltheorderDearX,

Thankyouverymuchforyourorder.Sorrytotellyouthatwecan’tsendthegoodsforsomereason.Wewilldeeplyappreciateyouifyoucouldcanceltheorder.Youcancancelyourpaidorderbeforeweshipit.We’dliketoreachanagreementtocanceltheorderwithyou.Wouldyoupleasechoosethefirstorsecondcausebutnottheothers?Thanksforyourkindunderstanding.

Bestregards!

Mary

Usefulexpressions:

Thanksforyourorder...Awfullysorrytotellyouthatwecan’tshippedthepackagetoyou.Wewonderifyoucouldcancel/removetheorder…Ifyouagreeto…wewillappreciateandmakeup…

YourVersion:DearSirs/Madams,

Thankyouverymuchforyourorder.Awfullysorrytotellyouthatwecan’tsend/shipthepackagetoyouforthereasonofnewpolicyofshipment.Wewilldeeplyappreciateyouifyoucouldcanceltheorderorchangetheitem.Ifyouagree,justcancelyourpaidorderbeforeweshipit,aspecialfundof$5willbereturnedtoyouascompensation.immediately.

Thanksforyourkindunderstandingandcooperation.Bestregards！Task3Supposeyoucan’taccepttheorderforsometerms,thesituationmaybeasbelowinChinese.Howwouldyoudealwiththematter?Nowwriteanemailbasedthefollowinginformation.DearSirs/Madams,Thanksforyourinterestinourproducts.Wearesorrytofindthatwefailedtoplacetheorderfortheitemduetoourminimumquantityof5bags.Nowwewillkeepyourorderinformationandsuggestyouchangethequantityto5.Moreover,yourneworderwillenjoyfavoritepriceandanextradiscount.Whenyouupdateyourorder,pleaseleaveamessageforusaboutyourrequirement.Wewillmakethedeliveryassoonaspossible.Asusual,theshippingfreightisfreetoyourcountrybyChinaPostRegisteredAirMail.Pleasecontactusifyouhaveanyproblems.Thanksagainforyourcooperation.Bestregards.JoannaChiang06WorkshopJoana’sstoredevelopssmoothly.Shelooksforwardtogetmoreandmoreordersproducedinherstore.However,itisalongwayforherandherteammemberstostrivefor.Atpresent,moreandmoree-commercepioneersintheindustrycomeoutandtheyachievegreatsuccess.LearningfromthemandfindingproperstrategyandrightwaytogetmoresalesvolumeisJoana’smaintask.Task1WorkingroupstosearchonChina’scross-bordere-commercepioneersandtheirbrands.Youcanalsorefertofollowingexamplesrelatedorresearchbyyourselves.Openquestion;Studentssearchandstudythecasestogainthe