ComplaintandReplyaboutProductQualityTask6-LearningActivity1Cross-borderE-commerceCommunicationLearningObjectives1.Learncorevocabulariesrelatedtocomplaintandreplyaboutproductquality2.Learnusefulexpressionsandsentencesrelatedtocomplaintandreplyaboutproductquality3.Learnthewritingmethodsofreplyingtocustomers’complaintsaboutproductqualityWarming-upRecalloneunsuccessful

onlineshoppingexperienceofyourself.Whatwasthecauseofthisfailure?Possiblereasons:badqualitywrongquantity/styledelayedshipment……Ifyouareane-commercemerchant,howdoyousolvetheseproblemsforyourcustomers?InquiryandReplyaboutProductQualityLearningCoreVocabulariesStep1Flaw[fl??]n.1acrackorfaultinsththatmakesitlessattractiveorvaluable裂痕；瑕疵LearningCoreVocabulariesStep123defect[?di?fekt]n.afaultinsthorinthewayithasbeenmadewhichmeansthatitisnotperfect缺點(diǎn)；缺陷；毛病improper[?m?pr?p?(r)]adj.wrong;notcorrect錯誤的；不正確的LearningCoreVocabulariesStep145electronic[??lek?tr?n?k]adj.havingorusingmanysmallparts,suchasmicrochips,thatcontrolanddirectasmallelectriccurrent電子的；電子器件的texture[?tekst??(r)]n.thewayasurface,substanceorpieceofclothfeelswhenyoutouchit,forexamplehowrough,smooth,hardorsoftitis質(zhì)地；手感LearningCoreVocabulariesStep16inferior[?n?f??ri?(r)]adj.notgoodornotasgoodassb/sthelse較差的；次的；比不上…的LearningCoreVocabulariesStep17harmful[?hɑ?mfl]adj.causingdamageorinjurytosb/sth,especiallytoaperson'shealthortotheenvironment有害的，導(dǎo)致?lián)p害的LearningCoreVocabulariesStep18Refund[?ri?f?nd]n.asumofmoneythatispaidbacktoyou,especiallybecauseyoupaidtoomuchorbecauseyoureturnedgoodstoashop/store退款；返還款；償還金額qualityproblem/issues qualitytestinferior-qualityproductproductmalfunctionfullrefundqualityauthenticationsub-qualityproductdefectiveitemsimproperusepartialrefundCommonPhrasesLearningUsefulExpressionsStep2Match

each

phrase

in

the

left

column

with

its

Chinese

meaning

in

the

right.A.質(zhì)量認(rèn)證B.次品C.質(zhì)量檢驗(yàn)D.使用不當(dāng)E.瑕疵品F.質(zhì)量問題G.不合格產(chǎn)品

H.全額退款I(lǐng).部分退款

J.產(chǎn)品故障LearningUsefulSentencesStep3BrilliantSentencesTranslatetheEnglishsentencesintoChinese.1.Dissatisfiedcustomerscanreturntheproductforafullrefund.顧客如不滿意可以全額退貨。2.Weacceptunconditionalwithdrawalbecauseofqualityproblems.因質(zhì)量產(chǎn)生的問題，我們接受無條件退貨。3.Wewillsendyouanewoneimmediatelyandgiveyouabigdiscountfornextpurchase.我們將立即寄給你一個新的，并在您下次購買給你一個大折扣。4.Couldyoupleasekindlyreturnthedefectiveproducttous?您能把有質(zhì)量問題的產(chǎn)品寄還給我們嗎?5.Wecanprovidethespecifications,includingthetestreportandqualityauthentication.我們可以提供詳細(xì)的產(chǎn)品說明書，包括檢測報(bào)告和產(chǎn)品認(rèn)證。LearningPracticalDialoguesStep4Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.

A:Dearcustomer,howcanIhelpyou?

親，有什么能效勞的嗎？B:It’saboutthegoodsdeliveredfromyourshoplastweek.

是關(guān)于你的店鋪上周發(fā)來的貨物。A:What’stheproblem?

有什么問題？B:The5boxesappearedtobeingoodcondition.However,whenIunpackedtheboxeswithgreatcare,Iwasdisappointedtofindthat2boxesofteaweretotallywetted.Thisisapictureofwettedtea.裝貨物的5個箱子完好無損，但當(dāng)我小心地打開箱子后，有2箱茶葉完全受潮，這令我很失望。這是受潮茶葉的照片。LearningPracticalDialoguesStep4A:Really?That’ssomethingunexpected,wearesorrytolearnof.Althougheverypossibleattentionhasbeenpaidtoallyourorders,westillmadeamistakeinpacking.是嗎？這真是出乎意料，我們非常遺憾。盡管我們對您的訂單萬分重視，但還是在包裝中出現(xiàn)了失誤。B:Ihopeyoucanresendthegoodsorrefundtome.

我希望你們能夠重新發(fā)一批貨物，或是退款給我。A:Wesincerelyapologizeforthetroublecausedtoyou.Wewillsend2boxesofteabyair-mailassoonaspossibleandrefundyou20%ofthetotalamountascompensation.我們?yōu)榻o您帶來的麻煩表示誠摯的歉意。我們會盡快向貴方空運(yùn)2箱茶葉，并退全款的20%作為補(bǔ)償。LearningClassicCaseStep5

YourunastoresellingmicrowaveovenonAliExpress.AbuyernamedAndrewfoundthattheitemhereceiveddidn’twork.Heemailedyouandwantedtosolvethisproblem.

Andrew:IhavereceivedthemicrowaveoventhatIboughtfromyourstoreonDecember1st.WhenIunpackedthemicrowaveovenandtriedtouseit,Ifounditdidn’twork.Inviewofthisinconveniencethatthishascaused,Ifeelyoushouldgivemeareplacementorafullrefund.LearningClassicCaseStep5Example稱呼買家的姓名感謝買家，同時道歉告訴買家你們?yōu)榇_保質(zhì)量做出了不懈努力，解釋導(dǎo)致?lián)p壞的可能原因并承擔(dān)相應(yīng)責(zé)任說明采取的措施和接下來的解決措施DearMr.Andrew,ThankyouforyouremaildatedDecember2nd.Weareverysorrytohearthatyourrecentpurchaseofourmicrowaveovendidn’tworkwell.Idoapologizeforthis,andamgladyoubroughtittomyattention.Sincewedidcarefullychecktheorderandthepackagetomakesureeverythingwasingoodconditionbeforeweshippeditout,wesupposethatthedamagemighthappenduringthetransportation.Anyway,theresponsibilitylieswithus.Willyoupleasekindlyreturnthemicrowaveoventous?Wewillsendyouanewoneimmediatelywhenwereceiveitandreimburseyouforthecostofpostage.Ifyoudon’twanttowaitanylonger,wewillrefundallyourmoneyandgiveyouabigdiscountfornextpurchase.Thanksforyourunderstanding.YoursSincerely,Name友好的結(jié)尾LearningClassicCaseStep4CaseAnalysis如果買家收到的貨物有質(zhì)量問題，買家有權(quán)將貨物退回，并由賣家承擔(dān)運(yùn)費(fèi)。因此，賣家在發(fā)貨前務(wù)必對貨物進(jìn)行充分的檢測，若發(fā)現(xiàn)產(chǎn)品有質(zhì)量問題應(yīng)及時聯(lián)系廠家或上游供應(yīng)商進(jìn)行更換，避免因質(zhì)量問題產(chǎn)生糾紛而造成退換貨，畢竟跨境電商交易中退換貨的運(yùn)輸成本是極高的。Hands-onactivity-skilltrainingStep6你在eBay平臺上經(jīng)營一家家用電器的店鋪，一位越南客戶Brian在你店鋪購買了一款吹風(fēng)機(jī)。今天你收到Brian的郵件，投訴吹風(fēng)機(jī)不能正常運(yùn)作，質(zhì)量有問題。請給該客戶回復(fù)郵件，說明解決方案。ComplainandReplyaboutProductDiscrepancyTask6-LearningActivity2Cross-borderE-commerceCommunicationLearningObjectives1.Learncorevocabulariesrelatedtocomplaintandreplyaboutproductdiscrepancy2.Learnusefulexpressionsandsentencesrelatedtocomplaintandreplyaboutproductdiscrepancy3.Learnthewritingmethodsofreplyingtocustomers’complaintsaboutproductdiscrepancyWarming-upWhenyoumeetproductdiscrepancyinyourownshoppingexperience,canyouguesswhatisthepossiblecauseofthisproblem?Possiblecauses:qualityproblemwronggoodsWrongquantity/color/size……Ifyouareane-commercemerchant,howtodealwiththeseproblemsforyourcustomers?ComplainandReplyaboutProductDiscrepancyLearningCoreVocabulariesStep11discrepancy[d?s?krep?nsi]n.adifferencebetweentwoormorethingsthatshouldbethesame差異；不符合；不一致LearningCoreVocabulariesStep123counterfeit[?ka?nt?f?t]adj.madetolookexactlylikesthinordertotrickpeopleintothinkingthattheyaregettingtherealthing偽造的；仿造的；假冒的prohibit[pr??h?b?t]v.tostopsthfrombeingdoneorusedespeciallybylaw禁止LearningCoreVocabulariesStep145match[m?t?]v.iftwothingsmatchorifonethingmatchesanother,theyarethesameorverysimilar相同；相似；相一致impact[??mp?kt]n.thepowerfuleffectthatsthhasonsb/sth巨大影響；強(qiáng)大作用LearningCoreVocabulariesStep16appease[??pi?z]v.tomakesbcalmerorlessangrybygivingthemwhattheywant安撫；撫慰LearningCoreVocabulariesStep17priority[pra???r?ti]n.somethingthatyouthinkismoreimportantthanotherthingsandshouldbedealtwithfirst優(yōu)先事項(xiàng)；最重要的事；首要事情productdiscrepancybeinconsistentwithbearlossunconditionalreturnpositiveinteractionhandleacomplaintconfirmationmessagedetailspage?CommonPhrasesLearningUsefulExpressionsStep2Match

each

phrase

in

the

left

column

with

its

Chinese

meaning

in

the

right.A.承擔(dān)損失B.處理投訴C.產(chǎn)品不符

D.確認(rèn)信息E.詳情頁F.無條件退貨G.與…不一致

H.積極溝通LearningUsefulSentencesStep3BrilliantSentencesTranslatetheEnglishsentencesintoChinese.1.Wewillrefundallyourmoneyorgiveyouareplacement.我們會給您全額退款或換貨。2.Aslongasitisourresponsibility,wewillbearyourloss.只要是我方責(zé)任，我們一定承擔(dān)您的損失。3.Wepromisethatwewillgiveyouasatisfactorysolutionbeforetomorrow.我們承諾明天之前會給您滿意的解決方案。4.Wearesorryfortheinconveniencecausedandweappreciateyourkindlyunderstanding.我們很抱歉給您帶來不便并請求您的理解。5.Wewillsendyoutherightproductwithinthreedaysandagifttoexpressourapology.

我們將在三天內(nèi)寄給您正確的那款產(chǎn)品并贈送禮物以表達(dá)我們的歉意。LearningPracticalDialoguesStep4Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.

A:Dearcustomer,isthereanythingwrongwiththegoods?

親，請問產(chǎn)品有什么問題嗎？B:WhatIreceivedwasnotwhatIordered.Iboughtasweater,butIreceiveaskirt.

我收到的根本不是我訂的產(chǎn)品。我買的是一件毛衣，但我收到的是一條裙子。A:I’msosorry!Let’scheckitrightaway.What’syourordernumber?

太抱歉了！我們馬上查一下，您的訂單號是多少呢？B:Theordernumberis211178899.

訂單號是211178899。A:Okay，justamoment,please.Youareright,wesentyouthewrongitembymistake.好的，請稍等。沒錯，是我們發(fā)錯貨了。LearningPracticalDialoguesStep4B:Iknowthat!Well,dosomethingaboutthat!

這我知道，你們想想辦法吧！A:We’llshiptherightitemrightaway.Andpleasesendthewrongitemtous,wewillaffordtheshippingfee.

我們會馬上重新發(fā)貨。也請您把發(fā)錯的產(chǎn)品寄還給我們，運(yùn)費(fèi)我們承擔(dān)。B:Isthatall?

僅僅如此嗎？A:Wewillgiveyouapartialrefundof30%andsendyouacouponof$10fornextpurchase.我們會給您退款30%，并送您一張10美元優(yōu)惠券，下次購物可用。B:Okay,thanks.

好的，謝謝。LearningClassicCaseStep5

Yourunastoresellingman’sclothingonAliExpress.AbuyernamedMikefromCanadaboughtanovercoatfromyourstoreseveraldaysago.Whenhereceivedtheitem,hefoundthatthematerialwasnotconsistentwiththedescription.

Mike：IorderedanovercoatundermyordernumberxxxxxxonJuly20th.Whenopeningtheparcelreceivedthismorning,Ifoundthattheovercoatismadeof97%cottonand3%spandexinsteadof100%wool.Thematerialistotallydifferentfromwhatyousaid.Iamverydisappointedwithmypurchase.Ilookforwardtoyourpromptreply.LearningClassicCaseStep5Example帶有姓名的稱呼語解釋出錯的原因說明為解決此事而采取的具體措施以致歉結(jié)尾DearMike,Thanksforyouremail,andIquiteunderstandyourannoyanceatfindingthematerialoftheovercoatyoureceivednotuptotheonewepromisedbefore.Fromwhatyousayitseemspossiblethatthemistakehasbeenmadeinthedeliveryoftheovercoatsincewehaveanotherovercoatwhichlooksexactlythesameasyoursbutmadeofdifferentmaterial.Wefeelsosorryfortheinconveniencewebroughttoyou.Wewillsendyoutherightonewithinthreedaysandourbest-sellingscarfasagifttoexpressourapology.Onceagain,pleaseacceptmyapologiesforthismistakeandtheinconvenience.Yourssincerely,Name感謝并對買家不滿表示理解LearningClassicCaseStep5CaseAnalysis買家Mike顯然對購買的大衣出現(xiàn)材質(zhì)不符感到非常失望。賣家在安撫買家的同時應(yīng)承認(rèn)自身的錯誤，同時應(yīng)給出令人信服的理由，并做出相應(yīng)的補(bǔ)償，讓買家能真切感受到賣家解決問題的誠懇態(tài)度。Hands-onactivity-skilltrainingStep6你在Wish平臺上經(jīng)營一家男裝店鋪，一位俄羅斯客人King在店鋪購買了一套西服。昨天，你收到King關(guān)于西服尺碼不符的投訴郵件。他購買的衣服是L碼，而收到的卻是M碼。請給該客戶回復(fù)郵件，說明解決方案。ComplainandReplyaboutLogisticsDelayTask6-LearningActivity3Cross-borderE-commerceCommunicationLearningObjectives1.Learncorevocabulariesrelatedtocomplaintandreplyaboutlogisticsdelay2.Learnusefulexpressionsandsentencesrelatedtocomplaintandreplyaboutlogisticsdelay3.Learnthewritingmethodsofreplyingtocustomers’complaintsaboutlogisticsdelayWarming-upWhenyouhaveadeliveryproblemwhenshoppingonline,howdoyouusuallydealwithit?Possiblesolutions:waitwithpatiencecancel

theorderchangeanotherexpress……ComplainandReplyaboutLogisticsDelayLearningCoreVocabulariesStep11transit[?tr?nz?t]n.theprocessofbeingmovedorcarriedfromoneplacetoanother運(yùn)輸；運(yùn)送；搬運(yùn)；載運(yùn)LearningCoreVocabulariesStep123unknown[?n?n??n]adj.notknownoridentified未知的；不詳?shù)?；未被確認(rèn)的settle[?setl]v.toputanendtoanargumentoradisagreement結(jié)束（爭論、爭端等）；解決（分歧、糾紛等）LearningCoreVocabulariesStep145restriction[r??str?k?n]n.aruleorlawthatlimitswhatyoucandoorwhatcanhappen限制規(guī)定；限制法規(guī)intangible[?n?t?nd??bl]adj.thatdoesnotexistasaphysicalthingbutisstillvaluabletoacompany無形的（指沒有實(shí)體存在的資本性資產(chǎn)）LearningCoreVocabulariesStep16overlook[???v??l?k]v.thepowerfuleffectthatsthhasonsb/sth巨大影響；強(qiáng)大作用LearningCoreVocabulariesStep178rectify[?rekt?fa?]v.toputrightsththatiswrong矯正；糾正；改正postpone[p??sp??n]v.

toarrangeforanevent,etc.totakeplaceatalatertimeordate延遲；延期；展緩LearningCoreVocabulariesStep1reimburse[ri??m?b??s]v.9topaybackmoneytosbwhichtheyhavespentorlost償還；補(bǔ)償goodsintransitdeliveryaddressviciouscirclenogoodsreceivedcustomsdetentionintangibleassetpromptdeliveryoriginalgoodsreturnedCommonPhrasesLearningUsefulExpressionsStep2Match

each

phrase

in

the

left

column

with

its

Chinese

meaning

in

the

right.A.未收到貨B.無形資產(chǎn)C.即期交貨D.海關(guān)扣留E.惡性循環(huán)F.在途貨物G.貨物原件退回H.收貨地址LearningUsefulSentencesStep3BrilliantSentencesTranslatetheEnglishsentencesintoChinese.1.Weapologizesomuchfortheuncontrollabledelay.我們?yōu)椴豢煽氐难诱`而深表歉意2.Iquiteunderstandyourannoyanceatthedelayindelivery.我非常理解您對延遲發(fā)貨的惱怒。3.Iamsureyouwillreceiveyourproductnomorethan3days.我相信不超過3天您就能收到貨。4.JustnowIcheckedourshippingrecordthatthetrackingnumberforyourparcelisxxx.剛才我查了一下我們的運(yùn)輸記錄，你的包裹的運(yùn)單號是xxx。5.Iamsorrytochangethelogisticsmethodwithoutyourpermission.很抱歉在沒有得到您的允許的情況下改變了物流方式。LearningPracticalDialoguesStep4Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.

A:Hello.你好。B:Hello,mayIhelpyou?您好，能為您效勞嗎？A:IjustenteredtheDHLtrackingsitetoviewthelogisticsinformationofthegoods,andfoundthatmypackagehasbeenstuckinHongKongfor10days.Ithinkyoushouldgivemeareasonableexplanation.我剛剛登陸DHL站點(diǎn)查詢商品的物流信息，結(jié)果發(fā)現(xiàn)我的東西在香港滯留了10天，請你給我一個合理的解釋。B:Dearcustomer,I’msorry.Duetothetyphoon,allgoodstransshippedinHongKonghavebeenstuck.Pleaseunderstand.對不起，親，由于臺風(fēng)的關(guān)系，所有在香港轉(zhuǎn)運(yùn)的貨物都受到了影響，還請您理解。LearningPracticalDialoguesStep4A:Wellthen,doyouhaveanyideaofwhat’sgoingon?

那你有沒有了解現(xiàn)在是什么情況？B:WehavebeenincontactwiththeHongKongsideduringthisperiod.Theystoppedworkingnowandwillresumetheirworkinthenexttwoorthreedays.Pleasebepatient.我們這期間一直跟香港那邊聯(lián)系，他們現(xiàn)在處于停工的狀態(tài)，會在未來兩三天內(nèi)恢復(fù)工作，還請您耐心等待。A:Ihopeitcanbedeliveredassoonaspossible.希望能盡快送到。B:Pleasebeassuredthatoncetheredalarmislifted,Iwillcalltherelevantstaffimmediatelytoaskthemtodeliverthegoods.Toshowour