跨境电商客户服务英语 课件 Task 23 退货、退款常见问题及回答模板.pptx

跨境电商客户服务英语（第一版）张康徐俊凌/编著

ReturnsandRefundsFAQTemplate退货、退款常见问题及回答模板内容提要Template#1:CommonReturnsFAQ模板一：通用型退货常见问题及回答Template#2:CommonRefundsFAQ模板二：通用型退款常见问题及回答

【内容提要】作为售后环节的高频咨询内容，退货、退款不仅需要即时咨询模板（参见任务15、16），而且需要FAQ页模板。本任务针对退货和退款分别设计通用模板，并与退货、退款政策，构成对该工作内容的完整方案。知识目标：理解和掌握退货、退款通用型模板的构成要素。能力目标：能够根据公司具体国际退货、退款政策，将模板适用于实际工作。

Template#1:CommonReturnsFAQ模板一：通用型退货常见问题及回答Q:HowdoIknowifmyproductiseligibleforarefundand/orreplacement(替代品)?A:PleasevisittheReturnsRefundsPolicy(退货退款政策)page(Link)tocheckifyourproductiseligibleforarefundand/orreplacement.Q:HowlongdoIhavetoinitiate(发起)myrequestforarefundorreplacement?A:Youcaninitiateyourrequestforrefundorreplacementwithin7daysofdelivery.Forexample:Ifyoureceivedyourorderonthe5th,thenyouhaveuntilthe12thtorequestareturn.

replacement(退换)refund(退款)return(退货)

Q:HowdoIpackmyreturnparceltomakesureitarrivesinadequatecondition?A:Theproductmustbereturnedintheoriginalandundamagedmanufacturerpackaging/box.Iftheproductwasdeliveredinasecondlayerofpackaging,itmustbereturnedinthesameconditionwithreturnshippinglabel(装运标签)attached.Donotputtapeorstickersonthemanufacturersbox.Note:Ifaproductisreturnedtousinaninadequatecondition,wereservetherighttosenditbacktoyou.

shippinglabel(装运标签)

Q:WhatcanIdoifmyreturnrequestwasnotaccepted?A:Ifyourreturnrequestdoesnotmeetthe[CompanyName]ReturnsPolicyconditions,youcanclaimyourwarranty(保修单)(ifany)fromtheauthorizedservicecenter(授权服务中心)ofthebrand.Q:DoIhavetopayforshippingchargeswhenIreturnaproduct?A:Iftherequestmeets[CompanyName]ReturnsPolicy,therearenochargesforshippingaproductbacktous.

(保修单)

Q:HowcanItrackmyreturn?A:Wewillsendyouregularupdatesaboutthestatusofyourorderviae-mails/SMS/inboxmessage.Afteryourorderhasle