由于近日新型冠狀病毒疫情，大家都可能過了這輩子最分裂的一個(gè)春節(jié)，每天窩在家，刷著疫情的消息都是心驚膽戰(zhàn)。而延長的春節(jié)假期，也導(dǎo)致跨境電商賣家大批訂單處于待發(fā)貨狀態(tài)，客戶服務(wù)也受到延遲。各行各業(yè)一片蕭條，大大小小的老板也損失慘重。

那么疫情期間，在做跨境電商獨(dú)立站的賣家，該如何持續(xù)發(fā)展和維持呢？為了確保良好的客戶購物體驗(yàn)，Shopyy平臺(tái)建議賣家與客戶保持緊密溝通，設(shè)定客戶預(yù)期，方法如下：

方法1：網(wǎng)站首頁，分別在PC端和移動(dòng)端的頂部或底部，加上特別提示公告，確保買家可以第一時(shí)間悉知獨(dú)立站訂單、物流等相關(guān)的消息。

內(nèi)容如下：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 (添加鏈接) for any update. Customer Service will resume from Month Day.

方法2：shipping information頁面，加上特別提示

內(nèi)容如下：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 (添加鏈接) for any update. Customer Service will resume from Month Day.

Ps：如果有任何國家關(guān)檢政策改變，或物流時(shí)效長期延遲，建議更新配送時(shí)效

方法3：商品頁面，更新發(fā)貨時(shí)間

如果商品頁面有顯示發(fā)貨時(shí)間，應(yīng)立即更新時(shí)間，如：從1-3business days更新至更長的時(shí)間，7-10business days或1-2周，取決于賣家的實(shí)際情況。

方法4：給未發(fā)貨訂單的客戶電郵

內(nèi)容如下：

Subject: Your [Company] Order — Shipping Delays

Dear xxx,

Thank you for your order with xxx.com.

Our supply chain and logistics networks in China are experiencing extended shutdowns. We are preparing to ship orders as quickly as possible starting from Month Day, but your order may be delayed. Once your order is shipped, a Ship Noti?cation email will be sent to you. You may also check My Account (鏈接) for any update. Customer Service will resume on Month Day.

We apologize for any inconvenience caused. Thank you for your patience.

Regards,

[Company] Team

方法5：FAQs

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 Noti?cation email will be sent to you.

Is it safe to receive packages from China?

The health and safety of our customers and our sta? 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.

Can I get a full refund if I’d like to cancel my order? ?

未發(fā)貨訂單— Yes, your order can be canceled and a full refund to your original method of payment will be processed.

已發(fā)貨訂單 — Your order has already been shipped. You can track it  here (?矑). 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.

其他建議：

（1）主動(dòng)、直接的溝通

客戶可能在這時(shí)候有很多疑問，也可能對他們的訂單有點(diǎn)焦急。建議跟客戶直接溝通，設(shè)定實(shí)際的預(yù)期，避免令客戶再度失望。

（2）缺貨

如因未能及時(shí)采購物料或貨品，不能及時(shí)回貨，建議主動(dòng)聯(lián)系客戶，告知更新預(yù)計(jì)發(fā)貨時(shí)間。如果客戶選擇取消訂單，請立即處理退款。另外，建議把缺貨商品設(shè)定“Out of Stock”，并在沒有明確回貨時(shí)效前，不再接受新訂單。

（3）推廣

在供應(yīng)鏈及物料還未恢復(fù)正常前，建議暫時(shí)停止推廣，以免進(jìn)一步增加壓力?？梢栽谶@段時(shí)間，預(yù)備一些推廣活動(dòng)待供應(yīng)鏈及物料還未恢復(fù)正常后用

（4）退款

如果客戶這時(shí)候要求退款，尤其是未發(fā)貨的訂單，應(yīng)全數(shù)退款。

（5）提供折扣

考慮給所有受影響的客戶一個(gè)Promo Code，折扣可在下一次下單時(shí)用

最后，Shopyy小編想對所有的跨境電商獨(dú)立站賣家說，雖然2020開年大家因?yàn)橐咔閷?dǎo)致都很難，但是在困難面前，方法總比困難多，最終我們一定會(huì)克服困難，越來越好，一起加油?。▉碓矗?span style="white-space:nowrap;">shopyy）

以上內(nèi)容屬作者個(gè)人觀點(diǎn)，不代表雨果網(wǎng)立場！如有侵權(quán)，請聯(lián)系我們。