《中小企业对外贸易谈判》课件_M2-5-Task Five After-sale Customer Service.pptxVIP

中小企业对外贸易谈判

ForeignTradeNegotiationofSmall-Medium-SizedEnterprises;项目二跨境电子贸易

ModuleTwoCross-BorderElectronicCommerceTrade;TaskFiveAfter-SaleCustomerService;TaskDescriptions

杭州红粉服饰有限公司跨境电子商务部运营专员Lily处理各大跨境电商平台买家售后反馈问题等事宜。

SectionATypicalSamples

SampleI

Lily查看Amazon后台买家与卖家消息服务（Buyer-SellerMessagingServiceonAmazon）买家发来的关于商品质量问题要求换货的信函。买家消息留言内容如下：;Messageboard:

IamunhappywiththequalityofthedressonDecember15andIamwritingtoseekareplacement.

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Theleftsleeveportwasopen.InoticedthisproblemassoonasIunpackeditfromthebox.

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Thedressisnotofacceptablequalityanddoesnotmatchthesampledressdescribedinthestore.Iwouldlikeyoutoreplaceitwithoneofthesamequalityandfinishasthesampleandarrangeforreturnofthefaultydressatnocost.

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Iwouldliketohavethisproblemfixedquicklyplease.IfIdonothearfromyouwithin24hours,IwilllodgeaformalcomplaintwithAmazonConsumerService.

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Yourssincerely,

Rubby

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;Wesincerelyapologizetoyoufornotdeliveringyoutherightshirts.Wehavealreadydecidedonthenextdeliveryatyourplaceandthistimeyouwillnothavetopayforthedeliverychargestakenbyus.Therequesteddresshasbeenpackedforshipmentatyourplaceandyouwillsoongetanemailfromourteamthattomorrowthedresswillbedeliveredtoyou.

Weareverysorryfortheinconveniencecausedtoyoubyus.Wehopethatyouwillkeeppurchasingfromus.

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YoursSincerely,

Lily;SampleIII

Lily在阿里国际站平台处理了买家的退款要求后，又写了封道歉信给买家根据买家要求退款，下面是Lily给买家的回信。

DearJohn,

Thanksforreachingout.SatisfyingourcustomersisveryimportanttousandI’msorryourdressdidn’tmeetyourexpectations.Ifullyrespectyourdecisionandcanonlyapologizeforanyproblemsyourbusinessexperienced.

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We’veprocessedyourrefund,andyoushouldexpecttoseetheamountcreditedtoyouraccountinabout3to5businessdays.

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Ifyouha