疫情期間，很多買家對訂單及產品會有各方面的擔心和考慮，為降低買家因過分擔心而進行退單等會對賣家造成損失的操作，呼吁各位賣家朋友，在面對買家提出關于疫情咨詢或想要取消訂單的需求時，請您參考如下方法安撫買家：

先理解、后安撫；想方案、促解決；寬其心、讓放心；懂政策、樹信心！

平臺充分理解賣家的困難，迅速收集整理了近期買家關注并集中咨詢的問題，為賣家準備了如下建議回復話術，大家可以參考并根據自己的實際情況進行回復買家：

1、買家咨詢中國疫情的影響？（是否很嚴重等）

回復思路：主要強調國家疫情主要集中在武漢地區，國家已經采取強有力的措施管控，并得到各國以及WHO的肯定，會越來越好，相信國家的力量。

參考話術：    

Main epidemic situation is only in Wuhan, which is under control. China is determined and capable of winning the battle against the Coronavirus.

The government’s performance received compliments from all over the world, said as WHO's current director-general Tedros Adhanom Ghebreyesus, China has set a new standard for countries around the world in epidemic prevention and control. 

And also China is getting the supports from all over the world. So we do believe that the situation will go better and better, and all business will get restored soon.

2．從中國運出包裹或貨品，是否會攜帶冠狀肺炎病毒？

參考話術：

According to the World Health Organization (WHO), “people receiving packages from China are NOT at risk of contracting 2019nCoV, since coronaviruses do not survive long on objects, such as letters or packages". 

And till now, there is no evidence to show that there is any virus within the package.

3、貨物是否會有延遲？

回復思路：

本身前段時間也是春節假期，物流本身就受到影響，所以我們還是從春節假期這個事情做說明，減少用戶對疫情的過分解讀，但是關于疫情后面也需要稍微正面的說明下現在情況，并表示對政府強有力措施的信心。

參考話術：

From 23rd Jan - 29th Feb, it is Chinese traditional festival, The Spring Festival, most enterprises, sellers, logistics will be holiday, the shipment will get impacted a little, but the gradually resumption of these logistics by the middle of Feb.. 

However, delays are expected to continue in Wuhan, Hubei Province. 

Authorities are taking strict measures on this public health event, the epidemic situation is under control, all things will get restored soon. We will continue pay a close attention on this issue, you will be informed immediately if we receive any updates crucial to your order. 

Your understanding and support will be highly appreciated.

4、為什么你們今年春節放這么長的假，是不是疫情太嚴重了？

回復思路：其實很多用戶也知道是因為疫情的影響，所以簡要正面的回復用戶該問題即可。

參考話術：

In order to interrupt the spread of coronavirus, the government is taking the strong action on this,including prolonging the holiday, China is determined and capable of winning the battle against the Coronavirus, all things will be restored soon.

5、買家不想等待，想要取消訂單。

回復思路：首先感謝用戶的訂單，并表達理解，需要解釋自己無法發貨是由于春節假期的問題，很多工廠及物流公司還未復工。然后根據自己的實際情況適當安撫買家，為買家樹立信心，可適當地給出補償，讓用戶繼續等待，無需取消訂單，如果買家執意取消，直接引導取消訂單即可。

參考話術：

1）如果自己近期可以發貨了：

I do appreciate your trust and support on me, just like most enterprises, we are gradually resuming our business, I do appreciate that if you could wait a little longer for the shipment，since I am already prepare your order, and could arrange the shipment within () days.

2）如果不能發貨且不確認，但是想要挽留訂單：

I do appreciate your trust and support on me, just like most enterprises, we are gradually resuming our business, if you could wait to 29th Feb., “I could give you a coupon on your next order, or I could send one more item as the gift”(這個根據自己的實際情況看如何通過給用戶補償來挽留訂單).

3）買家執意取消訂單：

I do understand that you can’t wait for that long. You could request the refund in your account, if you need any assistance, you may contact DHgate Customer, they will help you with it. 

Thanks again for your support. Looking forward more business with you soon, after all issues have been settled。（直接爽快的答應取消，并表達出對疫情控制的樂觀態度）

6、為什么遲遲不發貨？

參考話術：

Affected by the globally spread of 2019 – nCov, some countries might will set bounds to the export and import amount, some packages got returned because of this limitation. 

DHgate is working with the logistic company and the authorities, and trying to seek more paths for sellers to send out the packages, and make sure the goods could be sent out as soon as possible. Thanks for your understanding and patience.

7、疫情對國際物流有沒有影響？

參考話術：

Affected by the globally spread of 2019 – nCov, some countries might will set bounds to the import amount and adjust the delivery paths to control the spread of pandemic, there is an expected delay on the delivery. 

We suggest you pay a close attention on any adjustment or the announcement from your internal logistics company or government. 

Meanwhile, I will also inform you the latest logistics situation. Thanks for your understanding and patience.

8、為什么發貨了之后沒有跟蹤信息呢？

參考話術：

With the alleviation of the pandemic situation in China, most factories, and the logistics resumed their production, more and more packages could be sent out in time. 

But as the globally spread of the pandemic, there are more strict inspections on both import and export, and it will take longer time for the logistic to have the online shipping information in time. 

We suggest you wait for more days and track it online by yourself in time. Meanwhile, I will also inform you the latest logistics situation. 

Thanks for your support and patience.

9、什么時間能收到貨物？

參考話術：

Once your order has been received, the seller will get the item prepared, and send it out as soon as possible. 

But just as affected by the globally spread of 2019 – nCov, there is an expected delay on the logistic, for some countries might will set bounds to the import amount and adjust the delivery paths to control the spread of pandemic. 

We suggest you wait for more days, and pay a close attention on the adjustment or the announcement from your internal logistics company or government at the same time. 

Meanwhile, I will also inform you the latest logistics situation. Thanks for your understanding and patience.

10、防護用品的準入、銷售等規范是怎樣的？買家質疑安全性合規性問題如何解釋？

參考話術：

DHgate has set a very strict access condition on respirators, and other protective equipment. 

All listed products are produced and distributed abroad and subject to the laws of its country of origin, and from the sellers who have been authorized with CE or FDA certification.

平臺會根據買家咨詢的問題集中度，不定期進行溝通話術的補充更新，請您隨時關注敦煌網平臺公告及各宣傳渠道，以便第一時間獲取一手資訊。（來源：敦煌網商戶通）
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