為跨境賣家服務數載，17TRACK客服團隊經常收到海外買家關切物流狀態的郵件，今天給大家分享一套有效溝通英語模版，供大家借鑒參考，有誤之處，敬請諒解，歡迎指正。

我們知道，在跨境交易平臺物流選擇方面，大多數賣家使用郵政掛號小包或者各類專線渠道，大部分包裹通過在線發貨方式如無憂物流或者eBay Speedpak發貨，其實大部分服務商所提供的渠道也是郵政類產品。所有這類型國際物流方式均沒有一個承諾的交貨期，相信賣家朋友們都曾收到無數類似“Where is my order???” “I haven’t received my order!!!”這類物流信息引起的disputes.

如何有效降低由物流引起的糾紛，我們推薦大家用溝通多給買家提供一些物流信息 to ease their minds。

17TRACK系統自動將包裹狀態分為以下7種，分別是:

包裹查無信息 "Not Found" (當包裹還未上網，官網未更新)；

包裹正在運輸中 “Transit” (當包裹還在運輸中時)；

包裹到達待取“Pick Up”  (當包裹顯示已經到達目的地國家)；

包裹到達待取“Undelivered”  (當包裹到達買家收貨地附近或者嘗試派送未成功)；

包裹投遞成功“Delivered” (當包裹顯示投妥)；

包裹運輸過久“Expired” (時效延遲/官網未更新狀態/常見這個狀態是半跟蹤Semi-tracked mail平郵產品)；

包裹可能異?！癆lert” (大部分為退件/ 海關單號/損壞/丟包等問題)。

當您查過單號以后，根據17TRACK對應的以上七種包裹狀態，編輯您給買家的郵件（有關退件啊，延誤啊，丟包等問題，請賣家朋友自行編輯，因為涉及到您的售后服務及解決方案）：

Not found: 發貨后包裹信息還未上網時使用

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例單號）and I am happy to assist today.

As per the tracking result powered by 17track.net, I'm very sorry to inform you that your item still lacks of tracking information right now. If you got a tracking result as "Not found", it’s telling you that your tracking information is unavailable. It doesn’t mean that your item hasn’t been shipped out.  

(Note: There may be a delay in updating the scanning events of the parcel. The tracking information may not appear online immediately. Normally it takes a few days after the item(s) have been sent for tracking details to be available from the shipping carrier.)

Therefore, please hold on for a few more days and try to check your order again later.

Thanks for your business again!

Have a nice day!  

Best regards, store 888  

In Transit:  正在運輸中，發貨后20天內的包裹都適合這個模版哦。

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例單號）and I am happy to assist today.

Here is a link for you to track your package status in transportation:

附上17TRACK跟蹤鏈接。

As per the current tracking result, your shipment has been shipped and dispatched by the shipping carrier of (HK Post示例的渠道名稱) Registered Airmail on 2019-09-21.示例的日期

It is still in normal shipping period and it hasn't arrived in your destination country (country name買家國家名稱) yet. I appreciate if you could be more patient with this overseas shipment. According to our experience, for this kind of mail type, the shipping time highly depends on the postal carrier and local customs/taxes, etc. It usually takes a few weeks from our origin country to overseas destination countries after dispatching. Therefore, please hold on for a few more days and I would be very grateful if you can wait for your order patiently.

Thanks for your business again!

Have a nice day!  

Best regards, store 888  

Pick up:  到達待取或者到顯示到達目的地國家都適用哦

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例單號）and I am happy to assist today.

Here is a link for you to track your package status in transportation:

附上17TRACK跟蹤鏈接。

I'm glad to inform you that as per the current tracking result your package has arrived in your country on 2019/8/20(示例的包裹到達日期.)

Kindly be advised that when item arrives, it will be processed by customs then hand over to local carrier for final mile delivery. This means your package has arrived at the destination country but you need to wait for clearance before being delivered. Normally, the delivery is expected in coming days.  

For delivery related questions, please contact your carrier as below.

CARRIER'S INFO:

Carrier name: USPS （示例郵政運營商）

Helpline: 1-800-222-1811 （示例郵政運營商幫助熱線）

I truly wish you will be satisfied with your purchase and you will confirm your order as soon as you get the item. Of course, if you like the item, please leave us a positive feedback.

Thanks for your business again!

Have a nice day!  

Best regards, store 888  

Undelivered: 投妥失敗，這個模版比較常用并且特殊 （投遞不成功的包裹退件的可能性大；）

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例單號）and I am happy to assist today.

As per the latest tracking info, your item has arrived in your country and a delivery attempt has made on 2019/8/30 without success, the current status is: {Undelivered}. A pick-up notice might have been left in your mailbox or slipped through your door. Please check.

Tracking #: View tracking details 附上17TRACK跟蹤鏈接。

Kindly be advised that the item may return to us if no one was there to receive the parcel after delivery attempt. Please hurry to contact the local carrier to get your parcel in time.

CARRIER'S INFO:

Carrier name: USPS （示例郵政運營商）

Helpline: 1-800-222-1811 （示例郵政運營商幫助熱線）

I truly wish you will be satisfied with your purchase and you will confirm your order as soon as you get the item. Of course, if you like the item, please leave us a positive feedback.

Thanks for your business again!

Have a nice day!  

Best regards, store 888  

Delivered:  查詢結果簽收，而買家聲稱未收到件的情況非常多哦，注意一下。

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RJ014099257CN（示例單號）and I am happy to assist today.

Here is the detailed tracking information for your order:

下面附的是17TRACK上Copy的物流詳細信息：

Number: RJ014099257CN

Status: Delivered ( 30 Days )

Destination: United States

2014-09-29 16:01 PHOENIX, AZ 85031, Delivered, Your item was delivered at 4:01 pm on September 29, 2014 in PHOENIX, AZ 85031.

2014-09-19 14:51 PHOENIX, AZ 85031, Notice Left (No Authorized Recipient Available)

2014-09-19 07:42 PHOENIX, AZ 85031, Out for Delivery

2014-09-19 07:32 PHOENIX, AZ 85031, Sorting Complete

2014-09-19 04:23 PHOENIX, AZ 85043, Departed USPS Facility

2014-09-19 04:21 PHOENIX, AZ 85031, Arrived at Unit

2014-09-18 21:42 PHOENIX, AZ 85043, Arrived at USPS Facility

2014-09-18 02:26 KEARNY, NJ 07032, Departed USPS Facility

2014-09-17 17:24 KEARNY, NJ 07032, Arrived at USPS Facility

2014-09-17 17:24 Origin Post is Preparing Shipment

======================================

Powered by 17track.net

As per the current tracking result, I found the tracking result indicates that your package has been delivered successfully. If you haven't received your package, I'd advise you to contact the shipping carrier directly to verify more delivered information such as "Delivered address or confirm the signature". Due to privacy policy, the carrier may not display the addressee's name or address online, though they would keep them at their internal system.

And I'm 100% positive that I have shipped your order to your designated shipping address as the following:

在此處可以確認一下收件人的地址及郵編等資料;

Before contacting the shipping carrier, may I advise you to check with your families, roommates or your neighbors, etc. To see if anyone has signed the item for you.

Carrier name: USPS （示例郵政運營商）

Helpline: 1-800-222-1811 （示例郵政運營商幫助熱線）

I will be here to assist you find your order, keep me posted.

Thanks for your business again!

Have a nice day!  

Best regards, store 888  

Alert:  退件原因很多，多為關稅/或者嘗試派送不成功，超過保留期限等；還有一部分原因，可能是由海關安檢問題引起的。注意區別一下沒能在中國成功封發出口或者沒有辦法進入目的地國家。注意一下你跟買家的協商處理方式，請自行編輯你跟買家的協商處理方式。

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例單號）and I am happy to assist today.

I regret to inform you, as per the current tracking result, I found the tracking result indicates that your package is undergoing an unusual condition. It was being returned back to us. The possible reason of returning will be written on the package (Incorrect/illegible/incomplete address, expired retention period; the addressee failed to collect the item; the addressee does not reside at the given address; refused to accept by addressee, etc.) I can inform you further once it is returned back to us.

Depending on this unusual situation, please accept my apologies for the inconvenience. I would be willing to resolve this problem by making a full refund or replace one and send to you. (退件問題要看具體情況，需按解決方案修改模版，此處我們客服是給出退取跟補寄兩種試，請自行編輯哦)。  

Again, please accept my sincere apologies and let us know which method you prefer to resolve this unfortunate situation.

Have a nice day!  

Best regards, store 888

Expired:  這種狀態是指從物流商官方接收到平臺有效期內，查無投妥信息。

Dear valued customer:  

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例單號）and I am happy to assist today.

I'm very sorry to hear that you still haven't received your order. Under such circumstance, I'd advise you to contact the shipping carrier in your country and verify if they have received your shipment from overseas.

Carrier name: USPS （示例郵政運營商）

Helpline: 1-800-222-1811 （示例郵政運營商幫助熱線）

And at the meanwhile, I will start to commence a formal investigation into whereabouts of your order with our shipping carrier here. But this is going to take some time, could you wait for their response as patiently as you can?

I hope the reason of your order’s delay will be clarified by our carrier shortly.  

Thanks again for your patience and I will be here to assist you on this situation until you get your order. Again, please accept my sincere apologies for this unfortunate situation.

Have a nice day!              

Best regards, store 888