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2020-02-08 12:55
近期，由于突發(fā)的新型冠狀病毒疫情，全國供應鏈及物流?均受到影響，就當前來看，疫情對從事跨境電商的外貿(mào)人的影響將會持續(xù)一段時間，在延?的春節(jié)假期后，將會有?批訂單、客戶售后服務問題等待賣家處理。
為了確保良好的客戶購物體驗，建議賣家與客戶保持緊密溝通，設定客戶的預期。
此外，雨果網(wǎng)還為獨立站賣家準備了?些建議及訊息模版，可供參考。
一、網(wǎng)頁首頁提示
賣家可在網(wǎng)站首頁編輯一些文案，消費者在訪問網(wǎng)頁即可看見。文案模板如：
Our supply chain and logistics networks in China are experiencing extended shutdown. We are preparing to ship orders as quickly as possible starting from Month Day, but your order may be delayed. Please check My Account for any update. Customer Service will resume from Month Day.
二、Shipping Information頁面提示
Shipping Information頁面也可以適當?shù)靥砑右恍┪陌该枋觥Ｐ枰⒁獾氖牵绻腥魏螄谊P檢政策改變，或物流時效長期延遲，建議賣家更新配送時效信息。
三、商品??：發(fā)貨時間
如果商品??有顯?發(fā)貨時間，應立即更新時間。例如：從1-3 business days 更新?更?的時間，7-10 business days 或 1-2周, 取決于賣家的實際情況。
四、給未發(fā)貨訂單的客戶的電郵
賣家可以參考以下模板，給未發(fā)貨訂單的客戶發(fā)送郵件說明。
五、FAQs
除了以上幾個文案模板建議，接下來還有幾種買家常見問題的回復文案模板：
1.When will I receive my order?
Due to extended shutdown experienced by our supply chain and logistics network, it will take us some time to work through our order backlog. Orders will be processed starting from Month Day. We are working as quickly as possible to ship your order to you and apologize for any delays. You can log into My Account for order status update. Once your order ships, a Ship Notifification email will be sent to you.
2.Is it safe to receive packages from China?
The health and safety of our customers and our staffff is of utmost importance to us. According to the US Center for Disease Control & Prevention (US CDC), coronaviruses have low survivability on surfaces. The risk of the virus spread from products or packages shipped over a period of days/weeks is very low. There is currently no evidence indicating the coronavirus is transmitted via imported goods. For more information, please visit the US CDC website at https://www.cdc.gov/ coronavirus/2019-ncov/faq.html.
3.Can I get a full refund if I’d like to cancel my order?
① 未發(fā)貨的訂單 — Yes, your order can be canceled and a full refund to your original method of payment will be processed.
② 已發(fā)貨的訂單 — Your order has already been shipped. You can track it here (鏈接). If you’d like to return the items after you receive them, you could initiate a return from My Account. One of our Customer Service representatives will get back to you as soon as possible.
六、其他建議
最后，以下幾個建議賣家也可以根據(jù)自己的網(wǎng)站實際情況進行查閱和參考：
1.主動，直接，有透明度的溝通
客戶可能在這時候有很多疑問，也可能對他們的訂單有點焦急。建議跟客戶直接溝通，設定實際的預期，避免令客戶再度失望。
2.缺貨
如因未能及時采購物料或貨品，?不能及時回貨，建議主動聯(lián)系客戶，告知更新預計發(fā)貨時間。如果客戶選擇取消訂單，立即處理退款。另外，建議把缺貨商品設定“Out of Stock”, 并在沒有明確回貨時效前，不再接受新訂單。
3.推?活動
在供應鏈及物料還未恢復正常前，建議暫時停?電郵推銷項?或特別推?活動，以免進?步增加壓?。可以在這段時間，預備?些推?活動待供應鏈及物料還未恢復正常后?。
4.退款
如果客戶在這時候要求退款，尤其是未發(fā)貨的訂單，應該全數(shù)退款。
5.提供折扣
考慮給所有受影響的客戶?個Promo Code，折扣可在下?次下單時?。
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