亚马逊警告、售后、申诉等邮件模板（二）
买家退/换货邮件模板
摘要：
客户因订购的商品大小不合适导致退货
亚马逊客户退货的询问原因
买家要求退货，卖家回信（自发货）
产品发货后，客户提出要换货的回信
客户因订购的商品大小不合适导致退货
Dear——
Thanks so much for your great support on 店铺名.
So sorry for the inconvenience that the swimming suit（产品名） did not fit you.
Will it be possible to give others as a gift? Or how about we make you a partial refund as a way to make up for this?
Just suggestion, if you insist on returning it back, we will go to the further step.
Waiting for your reply.
Best Regards
亚马逊客户退货的询问原因
Dear ---
Thank you so much for your great support on us.
So sorry for the inconvenience it caused.
Could I know the reason why you return the item?
Are there any issues of our product?
If yes, could you sent the photo of the issues thus we can help you better and submit to QC.
Waiting for your reply.
Best regards
买家要求退货，卖家回信（自发货）
Dear----
Thank you for contacting us regarding your inquiry.
We found your return request. Could I know the reason why you want to refund?
Are there any issues of our product?
If yes, could you sent the photo of the issues thus we can help you better and submit to QC.
Will it be possible to give new one as a compensation?
Or how about we make you a partial refund as a way to make up for this?
Looking forward to your reply soon.
Best regards
产品发货后，客户提出要换货的回信
Dear ___,
Thanks for contact with us.
Sorry to tell you that the item have been dispatched, and we can't change it for you now .
We knew you receive it and it is not suitable for you.
To express our apologize, we provide few suggestion following by:
1. We will arrange a suitable replacement for you for free
2. We can refund full price for you.
Which one do you prefer?
Sorry for all inconvenience it led to.
Looking forward to your reply.
Sincerely,
回复买家询问物流情况邮件模板
Dear ___,
Thanks for your message. Hope you are great.
Sorry for disturbing you, we tracked your shipping. The package is now on the way to your place(it is now reaching your local post office).
International shipping information may not update so prompt, usually it takes around 7-15 days for shipping. Could you please keep your patience and wait for a few more days? We will keep tracking for you, any news we will inform you asap.
Your understanding will be highly appreciated.
Best regards
其他售后邮件模板
摘要：
亚马逊卖家发货到达时间
先填单,漏发货后向客人解释
客户询问货物的tracking number的回信
邀请顾客成为老客户群邮件
买家不知道如何使用产品的回信
给买家补发自发货售后件的通知
客户订购多个产品，卖家发邮件确认产品订单
卖家发错地址
亚马逊卖家发货到达时间
Dear ___,
Thank you so much for your great support on us.
Usually it takes about 7-12 days for the item to reach you.
Any question, feel free to contact us and we will reach you at the soonest.
Best regards
先填单,漏发货后向客人解释
Dear ___,
Thank you so much for your great support and sorry for keeping you waiting.
We checked the tracking information found there is no update information as you said.
We will contact the post office to find out the problem.
We wonder would you still want the item, if yes, inform us the size and we will resend you asap.
If not, we will make you the full refund.
Waiting for your reply.
Any inconvenience hope your kind understanding.
Best regards
客户询问货物的tracking number的回信
Dear————,
Thank you for contacting us regarding your inquiry.
Orders are shipped within two days after they are placed. Usually, we are able to ship orders the next day. Weekend orders are shipped on the following Monday. Please allow 3-7 business days after shipment for delivery. You will receive a shipping confirmation email from Amazon when the shipping information has been uploaded.
Your patience and understanding are greatly appreciated. If you have any other questions or concerns, feel free to contact us.
Best regards
邀请顾客成为老客户群邮件
Dear_______,
Thanks for your kindly support for 店铺名.
To express our grateful, we want to invite you join in our VIP team(自己取名)”
Our VIP team member(自己取名)can experience our new product in advance and enjoy discount .
Just contact us with order ID by contacting our email on attachment.(把邮箱放在附件上)
We are waiting for your email.
Have a good time.
Best regards,
买家不知道如何使用产品的回信
Dear————,
Thank you for contacting us regarding your inquiry.
We are really grateful with your question Thus we can realize our shortage of product listing.
We will update our listing to perfect our product information.
There is the latest instruction of our product .Please check the attachment for your reference.
If you still have any question, please be free to contact with us.
We will do our best to help you ASAP.
Best regards,
给买家补发自发货售后件的通知
Dear————,
Hope you are fine and doing well.
We have already arrange the replacement to you for your reference.
(产品具体参数)
The tracking number is _______________, please click the attachment to get more detail .
It will take 7-10 day to arrive your city because of the long distance.
Thanks for your kindly understanding and support.
If you still have any question, please be free to contact with us.
We will do our best to help you ASAP.
Best regards,
客户订购多个产品
卖家发邮件确认产品订单
Dear ——，
Thank you so much for your great support on us.
We have received your order of XXXXXX”.
We will work on your order asap, we just want to confirm the amount of the compass, did you order 10（数量） pcs?
产品参数——————————————————
If nothing is wrong, we will ship them asap.
Best Regards
Seller’s name
卖家发错地址
Dear____，
Thank you so much for your great support on us.
What a big mistake we made!
Sorry, but will you still want the items? If yes, we will resend you immediately and make you a partial refund , if not, we will make you the full refund.
Waiting for your reply and hope your kind understanding.
Best Regards
Seller’s name
记得收藏哦
你应该经常会用到的啦
亚马逊账号解封申诉信应该这样写「资源篇」
上一篇文章内容种已经和大家分享如何避免账号被封的几乎所有的注意的点，如果还没看到的朋友们可以点击这里亚马逊账号被封如何申诉？如何避免封号？【信息片】
那今天我们来谈谈几种账号解封的正确方式：
第一种如果你是侵权了别人的商标导致你的账号被封
该情况亚马逊也会封你账号，并且会让你写一份你以后的plan of action，你收到亚马逊的这封信件【具体亚马逊给你发的邮件我在这里就不说了】时不要立马就回信，先等等12-24小时，然后在回复：
其实，我的建议你要写具体的解决措施之后，你再等等，估计很快还会收到类似还是不行的 自动邮件，这个时候你千万别慌，你把同样的内容再发一次，你发的时候一定要每封邮件最开始的部分，写明：
Complaint ID:
缘由【trandmark/prohibited product/review manipulation/等等 :
Seller ID:
ASIN:
因为你每次来回发邮件沟通的时候不一定同一个人看你的邮件内容，如果你每次告诉对方你找他们的目的是什么，并且和什么有关，他们处理起来也比较麻烦，也会让你重新说一遍事情的经过，你也很烦的。
第二种情况：你销售违禁品导致店铺被封
亚马逊明确规定不能销售一些产品，比如磁力球，还有隐形笔等等。
这种情况下，你可以用一下模板的形式，回复邮件，进行申诉
第三种情况：销售劣品，差评很多，并且客户不断投诉导致店铺被封
这种情况一开始，会警告你，并且停售你的listing，让你处理，但是还有一些卖家在FBA囤那么多活也不愿意治本，都怕亏，想办法换标或者给个虚假承诺继续忽悠亚马逊，最终导致账号被封，你这个时候你可以用下面的这种邮件：
第四种情况：这是属于很多人投诉你，你买的产品是假冒伪劣产品然后亚马逊会封你的账号
这种情况你需要发邮件你得证明你卖的产品是由正规的供应商提供的，并且你在这封邮件，证明你的产品并不是假冒伪劣，仿制品，以下是你可以用的邮件模板
第五种情况：违规留评规则，操控留评并被亚马逊发现给你封账号
这个情况是比较严重的，这篇内容是最关键的，我会在下一篇内容中会持续分享该部分的邮件模板，以及下一篇邮件还包括，账号关联而导致店铺被封的解救措施。（来源：跨境电商策）
>跨境知道快讯：收藏！亚马逊6个差评回复案例模板-差
之前Kris浩发布了一篇催好评的文章：收藏！亚马逊合规催评邮件的10个示例
有不少卖家使用过，效果还不错，Kris浩很高兴能帮助到各位。
然后还有卖家朋友希望有差评回复的模板。
(图片来源：Kris浩公众号截图)
好的，那马上安排！
但是，必须提前声明的是：因为差评各有不同，简单的模板是无法达到删差评的效果的。所以这时候模板的使用并没有催评模板效果那么突显。这里的模板只是给各位一些思路和思考方式。
Kris浩一直跟卖家朋友这样说，能改好或删除一个差评，比你获得10个好评都强。当然你有上千个评论的，那么几个差评并不碍事。
而对于新品或者成长期的产品，回复差评的客户的技巧就尤为重要。
首先你得知道是，当有差评的时候，你是需要从买家评论”找到客户去联系的。
(图片来源：亚马逊后台截图)
同时，第一封联系客户的邮件内容，是亚马逊的模板，你是不能修改的。
所以以下模板，必须要是客户回复你的第一封邮件后，你才可以操作的内容。
另外，如果对方”退出邮件沟通，那么正规渠道基本联系不到他们了。
回复差评，需要注意以下几个要点：
1、快速：正面你很正视这个问题。
2、’介绍自己：让客户知道你是谁。Kris在实际运营中会回复各种各样的邮件，但是对不同邮件内容，我的介绍”就不一样。如果是售后，我就说我是售后经理。如果咨询问题，我就是销售经理。如果严重纠纷，我就是CEO.
3、感谢客户留言：无论好评差评，客户愿意花时间留下评论，这么对你的产品产生强烈的感觉，你应该thanks so much for taking the time to write”。
4、不要模板回复：意思是不要让客户知道你是模板回复。这样让人很不爽。
5、了解道歉的区别：I Apologize” 和I am Sorry”是有区别的，不能乱用。I Apologize”是你承认了错误而担责。I am Sorry”是表示你同情客户，但是并不认为是公司的错。
6、保持简介：1. 大多数人会忽略阅读较长的回复。2. 较长的回复反而表明你的绝望或防御。3.根本不需要冗长的解释
明白了以上要点。那么下面的一些模板你们就可以参考了，也会知道如何使用了。
询问更多信息-示例1
Hello [Name],
I’m [your name] and I work as [your job title] for [your business]. Thank you so much for taking the time to write to us.
We make it a point to be known for customer service, so this situation caught us a little off guard.
Would you mind reaching out to me with more details about the situation? Any more light you could shed on what happened would be much appreciated and would help me to find the right solution moving forward.
你好[姓名]，
我是 [你的名字]，我是 [你的公司] 的 [你的职位]。非常感谢您花时间给我们写信。
我们以客户服务闻名，所以这种情况让我们有点措手不及。
您介意与我联系以提供有关此情况的更多详细信息吗？如果您对所发生的事情有更多了解，我们将不胜感激，并将帮助我找到正确的解决方案。
询问更多信息-示例2
Hi [Name],
Thank you for your review, all feedback is important to us and we’re sorry to hear you’ve had such a frustrating experience.
As you can hopefully see from our other reviews, your situation is the exception and far from our usual high standards. This makes us all the more keen to make sure this gets resolved and doesn’t happen again.
Drop our customer services team a message by replying this email to let them know all the details and we promise you we’ll tailor a satisfactory resolution for you.
嗨[姓名]，
感谢您的评论，所有反馈对我们都很重要，我们很遗憾听到您有如此令人沮丧的经历。
文章来源：
aeo
youtube 视频下载
正如您希望从我们的其他评论中看到的那样，您的情况是个例外，与我们通常的高标准相去甚远。这使我们更加渴望确保问题得到解决并且不再发生。
