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小喇叭：上篇娜姐分享文章：火眼金睛——查找差評訂單！

娜姐每天的操作日志及心得在這里分享給大家，還沒關注的趕緊來噢！

進入正題！

“郵件回復”是我們每個運營人必備的最基礎的運營能力，但是郵件回復中需要注意哪些小細節呢？特別是節假日的時候，需要回復的郵件更多，我們一起來看看叭~~這些不可忽視的小細節。

下篇分享：娜姐實戰：選品分析市場！

下篇開始，娜姐將根據自己運營的產品和大家進行分享，每天都做了什么，如何運營等，我們不見不散噢~~

1.郵件回復注意事項

a.郵件不是私人的

買賣雙方并不能看到對方真實的郵箱，這是防止雙方線下交易或者談判。而且買賣雙方也不能發真實郵箱地址給對方，買家發過來的一般會被屏蔽掉，賣家發出去有可能得到政策違規警告。（添加娜姐微信amznajie，進純賣家交流群）

b.Mark as no response needed

我們都知道如果買家發了一些thank you, thanks之類的話，或者沒有實質意義不需要直接回復的郵件，點擊Mark as no response needed即可。

這個功能之前有提及過就是在很特別情況下可以用于超過24小時沒有回復的郵件，但是只能是幾封郵件的數量并且只能是偶爾很少數的情況下使用。因為亞馬遜有強大的數據監測，不要過于投機取巧。Mark了以后，郵件還是要回復的，找到郵件再進行回復。

c.內容不能包含私人信息

這個是說有些客戶不知道怎么發退貨申請， 然后讓你在郵件中發地址過去， 這個做法是不妥的。只能是通過郵件向客戶說明在哪里發一個return request過來，我們再去授權退回。

當然客戶可以發地址和電話號碼給我們， 如果真的太難聯系上， 電話是個好辦法。

或者說給一個店鋪鏈接，引導客戶到那里完成交易也是不行的。鏈接不能隨便發，除了物流信息等，其他鏈接都最好不要發。

d.郵件不能利誘

相信大家都清楚利誘是什么了，我給你什么好處，你也要給回些好處。特別是在處理差評時， 不要一不小心就說出口了。

2.各類郵件回復模板

a.客戶訂購多種產品，賣家發郵件確認產品訂單的郵件模板

Dear buyer，

Thank you so much for your great support on us.

We have received your order of “XXXXXX”.

We will work on your order asap, we just want to confirm the amount of the compass, did you order 10 pcs?

If nothing is wrong, we will ship them asap.

Best Regards

Seller’s name

b.客戶因訂購的商品大小不合適導致退貨的郵件模板

Dear buyer，

Thank you so much for your great support on us.

So sorry for the inconvenience that the swimming suit did not fit you.

Will it be possible to give others as a gift? Or how about we make you a partial refund as a way to make up for this?

Just suggestion, if you insist on returning it back, we will go to the further step.

Waiting for your reply.

Best Regards

Seller’s name

c.賣家發錯地址的郵件模板

Dear buyer，

Thank you so much for your great support on us.

What a big mistake we made!

Sorry, but will you still want the items? If yes, we will resend you immediately, if not, we will make you the full refund.

Waiting for your reply and hope your kind understanding.

Best Regards

Seller’s name

d.賣家發貨告知到達時間的郵件模板

Dear buyer，

Thank you so much for your great support on us.

Usually it takes about 7-12 days for the item to reach you.

Any question, feel free to contact us and we will reach you at the soonest.

Best Regards

Seller’s name

e.賣家發貨后，請求客戶寫feedback的郵件模板

Dear buyer，

Thank you very much for your order!

We have shipped the goods and it will arrive at your side soon. Hope you likeit! And we are looking forward to your feedback.

Have a nice day!

Best Regards

Seller’s name

f.亞馬遜漏發貨沒有發貨缺點擊發貨后客人需要運單的郵件模板

Dear :

Thank you so much for your great support and sorry for keeping you waiting.

We checked the tracking information found there is no update information as you said.

We will contact the post office to find out the problem.

We wonder would you still want the item, if yes, inform us the size and we will resend you asap, if not, we will make you the refund.

Waiting for your reply.

Any inconvenience hope your kind understanding.

Best regards

g.亞馬遜的商品被跟賣，發警告信的郵件模板

Hello,

We have noticed that you are not authorized to sell this card knife and you have listed this particular item (ASIN:B00GICPZT0) which is sold exclusively by the brand authorized sellers. Please refer to our attachment.

Please send the confirmation to us after you remove the product as issued from your listing.

If you do not comply with these demands, we will have no notice but to claim with http://amazon.com seller performance department, which will seriously impact your Amazon selling privileges.

Please handle and reply us as soon as possible, otherwise we will complaints and amazon.

h.客戶詢問貨物的tracking number或者有沒有發貨，給客戶的回信郵件模板

Dear Customer,

Thank you for contacting us regarding your inquiry.

Orders are shipped within two days after they are placed. Usually, we are able to ship orders the next day. Weekend orders are shipped on the following Monday. Please allow 3-9 business days after shipment for delivery. You will receive a shipping confirmation email from Amazon when the shipping information has been uploaded.

Your patience and understanding are greatly appreciated. If you have any other questions or concerns, feel free to contact us.

Best regards

I.買家以不想要為由要求退貨，賣家接受退款請求，給買家回信的郵件模板

Dear :

Thank you for contacting us regarding your inquiry.

Your return request has been approved. You will be receiving a return shipping label and RMA instructions via Amazon. Please be advised that the return shipping cost is the responsibility of the buyer. The initial shipping cost cannot be refunded and a 25% restocking fee may be applied if the merchandise is used or damaged visually.

Also, please make sure that the correct merchandise is being shipped us, (seller’s name). We are a seller by the name of (seller’s name) on Amazon and we will only accept returns of our merchandise. If merchandise purchased from a different seller is shipped to us, we will need to ship the merchandise back to you and we will also ask you for the shipping cost incurred.

We appreciate your cooperation.

Best regards

j.買家已經下單，貨已經發出去了，但在網上沒有查到物流信息，買家發郵件來查詢這件貨的情況，回復買家的郵件模板

Dear customer,

Sorry for disturbing you, we tracked your shipping. The shipping information may not update so prompt, could you please keep your patience and wait for a few more days? We will keep tracking for you, any news we will inform you asap.

Your understanding will be highly appreciated.

Best regards

k.買家沒有收到貨，發郵件詢問情況，回復郵件的模板

Dear customer,

Sorry for disturbing you, we tracked your shipping. The package is now on the way to your place(it is now reaching your local post office).

International shipping information may not update so prompt, usually it takes around 7-15 days for shipping. Could you please keep your patience and wait for a few more days? We will keep tracking for you, any news we will inform you asap.

Your understanding will be highly appreciated.

Best regards

3.節日郵件營銷技巧

a.郵件營銷

發送營銷郵件對于每一個營銷活動來說都是不可獲取的一部分。尤其是在節日期間，消費者們也在急切地等待營銷電子郵件的到來，以便提早了解折扣信息，為自己節省節日開銷。當然，并不是所有營銷電子郵件都能獲得點擊，設計精美、圖片精良，文本精簡（沒有人想讀大段文字）并帶有“% off”字樣的電子郵件更能吸引消費者注意。

雖然發送營銷郵件是必要的，但倘若你發送地過于頻繁，可能會讓你的客戶感到厭煩。如果你的郵件營銷策略計劃得夠好，內容也很吸引人，一周2封郵件已經足夠了。電子郵件應該營造濃濃圣誕氛圍：坐在火邊，打開禮物，與深愛的家人朋友在一起。此外要堅持熟悉的圣誕配色方案：金色、紅色、黃色和綠色。賣家可以使用Coolors或在Google中搜索以圣誕為主題的配色以獲得靈感。

b.售后策略

* 根據售后類型的不同制定好相應的郵件回復模板，如退換貨制定團隊成員相互協作分工，及時處理好郵件、退換貨、丟貨、發錯貨、差評、索賠等問題。

* 對于那些查詢物流狀態的郵件，告知客戶你的查詢結果，并將訂單查詢網站發給客戶，供他自己查詢，這樣會顯示出你的貼心和負責；

* 對于那些沒有及時妥投或者已經丟包的貨物，第一時間向客戶道歉，并與客戶協商重發或退款事宜，最大程度爭取客戶的諒解；

* 主動聯系給到Feedback差評的買家，開誠布公地解釋你的難處，為他們提供優惠券或者郵寄小禮品。如果他答應幫你刪除差評，要把刪除差評的詳細步驟發給他，并提供相應鏈接，不要讓他們自己去找，那無疑會增加他的麻煩和浪費他的時間；

c.關鍵詞投放

禮品相關的關鍵詞一定要放在你的PPC廣告里，而且盡量找到比較接近你的產品的關鍵詞，比如說你在搜索框可以輸入：Christmas gift for girl under XX （女孩年齡XX以下的）、Christmas gift for under XX （禮品低于XX 美金的）christmas gift for girlfriend/ women / man / boyfriend/ mom 等等這樣的詞，一定要用起來，還有一個非常好的詞就是圣誕節很多父母在襪子里面塞一些小禮品，如果你的產品恰恰是體積比較小的，適合送個小孩的這種禮品。

因為這種放在襪子里的產品，一般買家自己也不知道放什么，盡量加個適中或者比較便宜，然后體積不要太大，買家會考慮這類產品，所以你要站在這個買家的角度考慮，要思考你的產品適不適合投放這種詞，然后另外一個問題，你投放這個廣告的時候盡量投放廣泛和詞組，消費者自己都不知道具體要買什么，通過這種亞馬遜搜索框建議的詞，買家會選擇自己的產品。

今天就分享到這里啦~~我們下篇見噢~~

下篇分享：娜姐實戰：選品分析市場！我們不見不散哦！

題外話：將本篇文章轉發到2個200人以上的純賣家交流群，加娜姐微信領取以下資料噢~~

85份運營必備表格：

（圖片來源：跨境小當家）

28份申訴模板+45份亞馬遜運營各環節思維導圖：

（圖片來源：跨境小當家）

有任何運營問題可以掃碼私聊娜姐，娜姐一般會在24小時內回復。

（來源：跨境小當家）

以上內容屬作者個人觀點，不代表雨果跨境立場！本文經原作者授權轉載，轉載需經原作者授權同意。?