大家好，我是跨境萌新。很多公司對售后郵件這塊沒有相對應的培訓，作為精品公司，很多東西都需要一個清晰的流程和規(guī)范，首先是會避免很多問題，其次是讓你的客戶，感受到這個品牌的服務水平和專業(yè)程度，增加客戶黏性，那么接下來，分享下非常實用的售后實用模板。




首先是有幾個原則，這個非常重要，模板可以根據(jù)這幾個原則自己調整


1.?所有客戶反饋的負面問題先道歉，找到問題和原因，想辦法解決問題，服務態(tài)度一定要好。

2.?鏈接差評一定要馬上聯(lián)系客戶，找到原因，聯(lián)系客戶更新評論。

3.?店鋪差評，找到問題，聯(lián)系客戶更新評論，惡意評論或者fba發(fā)貨，聯(lián)系亞馬遜更改。

4.?產品投訴，質量問題，損壞，沒收到，買錯了，不想要了，先道歉，找到問題，提供解決方案。

5.?不能指責客戶，不能找客戶的麻煩，不跟客戶糾纏，不能跟客戶說我們沒貨，不能要求客戶刪評論，改評論，不能以利益誘惑，記住這幾點。
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1.發(fā)錯貨
Dear +客戶名字:
Hello! Sorry occurrence of such problems,We are sorry for the inconvenience, based on your description, We understand that is客戶的郵件問題, Could you please take a photo of the item you received and the SKU on it to show us? We want to check if we have sent a wrong item. Please do not worry,if it is our mistake,we will gladly send you a new replacement or refund, I hope you understand!??
We really appreciate your business and will work hard to earn your positive feedback and repeat business, but we are not perfect, if we make any mistake or you are not satisfied with your purchase, we will do everything possible to solve the problem and we will be very grateful if you can give us a chance to correct it.
Thank you very much.
Best regards
店鋪名

Dear +客戶名字:
Sorry for that inconvenience. Could you please take a photo of the item you received and the SKU on it to show us? We want to check if we have sent a wrong item. Please do not worry, if it is our mistake, we will compensate you.
We really appreciate your business and will work hard to earn your positive feedback and repeat business, but we are not perfect, if we make any mistake or you are not satisfied with your purchase, we will do everything possible to solve the problem and we will be very grateful if you can give us a chance to correct it.
Waiting for your reply.
Thank you very much.
Best regards
店鋪名

2.質量問題退款或重發(fā)
Dear +客戶名字,?
So sorry for this problem happen, please accept our sincere apology. Thank you for your email and kind patience.?
We see your letter saying that+客戶提到的問題,please help us to take a few photos,if we confirm that we would like to issue you a refund, and there is no need to return the item back to us. Is it acceptable to you? Please give us a chance to figure it out. If you would like to help us to improve the product quality, I will submit to the research department and the testing department to check, we need your suggestions to improve our product quality. And service attitude!
If we make any mistake or you are not satisfied with your purchase, we will do everything possible to solve the problem and we will be very grateful if you can give us a chance to correct it. We really appreciate your business and will work hard to earn your positive feedback and repeat business
? ??
Waiting for your reply?
Thank you very much
Best regards
店鋪名?

Dear +客戶名,
So sorry for this problem happen, please accept our sincere apology. based on your description, We understand that without requiring you to return! I would like for +解決方案，一般為重新發(fā)一個給他, thank you for understanding!
Please check your address!
+這里為買家的地址
We are willing to +解決方案，一般為重新發(fā)一個給他, to express our apology! Thank you for your suggestion, let us have the opportunity to correct! Is FBA, about five days you will receive, if have any question, please contact me! Will help you solve!
If we make any mistake or you are not satisfied with your purchase, we will do everything possible to solve the problem and we will be very grateful if you can give us a chance to correct it. We really appreciate your business and will work hard to earn your positive feedback and repeat business
Waiting for your reply
Thank you for your email and kind patience.
Best regards
店鋪名

3.客戶說沒收到貨
Dear customer:
Thanks for contacting us. We are sorry for the inconvenience, please understand!Could you give us an order number? Because we can not search your address information, can't add a new order, this +產品名稱is fba delivery, you may contact Amazon customer service, because they are delivered, they will be more clearly transport the details of every detail, sure,I am willing to You send a new! Thank you for your confidence in us!
If we make any mistake or you are not satisfied with your purchase, we will do everything possible to solve the problem and we will be very grateful if you can give us a chance to correct it. We really appreciate your business and will do anything we can to let you have a happy shopping experience.
Wait for your reply
Best regards

Dear customer:
Thanks for contacting us. We are sorry for the inconvenience, please understand!We have to query the order has to sign for three days, you can ask is not your friend or neighbor to help you sign, if it is lost, we are willing to give you resend a new! Please do not worry!
Could you give us an order number? Because we can not search your address information, can not add a new order, this light is fba delivery, you may contact Amazon customer service, because they are delivered, they will be more clearly transport the details of every detail, sure,I am willing to You send a new! Thank you for your confidence in us!
If we make any mistake or you are not satisfied with your purchase, we will do everything possible to solve the problem and we will be very grateful if you can give us a chance to correct it. We really appreciate your business and will do anything we can to let you have a happy shopping experience.

Wait for your reply
Best regards
店鋪名? ? ?
??
Dear customer:
Thanks for contacting us. We are sorry for the inconvenience, please understand!We have inquired that the order has arrived in, you can ask is not your friend or neighbor to help you sign, If it is caused by the loss of logistics, we are willing to take responsibility to re-send you, if you do not need, we are willing to give you the amount of money!
If we make any mistake or you are not satisfied with your purchase, we will do everything possible to solve the problem and we will be very grateful if you can give us a chance to correct it. We really appreciate your business and will do anything we can to let you have a happy shopping experience.

Wait for your reply
Best regards
店鋪名

4.退貨原因咨詢
Dear
Good Day!
This is 名字 from Customer Service Team sending greeting. Mind if I borrow you a few minutes.
You have applied a refund on the 產品名稱 for which we feel much regretful.
We strive for providing the best products and services, thus hope you could generously help to advise us the reason why a refund on this deal.
By replying to this e-mail, your precious opinion will be reported to our R&D Dept. directly for product improvement.
We believe within your effort to product modification all users will benefit from your decisive devotion.
Again 售后團隊apologizes for the inconvenience we have brought you.
Look forward to your reply on this e-mail and thanks in advance!
Sincerely yours.
售后團隊Customer Service Team.

5.客戶拍錯需要退款
Dear Customer:
Thank you for purchasing our products. If you have any questions about our products, you can consult us before you buy, there is a clear written clearly on the size of our product description, if our products do not meet, you can tell us to correct the error! If you accidentally bought the wrong, and we will refund to you! Thank you for your trust and understanding! Look forward to your next visit! Please be considerate of each strive worker! Thank you!
We offer an unconditional 30-day money-back guarantee, and we are also willing to refund you if the purchase has any quality defect within 90 days. We will do anything we can to let you have a happy shopping experience.
Best wishes!
店鋪名
邀好評
邀好評鏈接|:https://www.amazon.com/review/create-review?

Dear Customer:
Thank you for purchasing our products. Did the items arrive safely? Are you satisfied with our products? Customer service is our top concern. If you have any question with the item, if you were unsatisfied with your purchase in any way, please contact us by clicking on contact seller link in My Orders section once you login into your amazon account. We will reply within 24 hours.?
We offer an unconditional 30-day money-back guarantee, and we are also willing to refund you if the purchase has any quality defect within 90 days. We will do anything we can to let you have a happy shopping experience.
We could really use your help! Most of our customers cite product r.eview as the most important factor in influencing where they make their purchases. Please help out our future customers by leaving product r.eview. The process only takes a minute or so.

Click the link below and scroll the page down, you will see a button named “write a customer r.eview”. Thanks very much!??
Product link:?
Best wishes!
店鋪名

Dear Customer:
Thank you for purchasing our products. Did the items arrive safely? Are you satisfied with our products? Customer service is our top concern. If you have any question with the item, if you were unsatisfied with your purchase in any way, please contact us by clicking on contact seller link in My Orders section once you login into your amazon account. We will reply within 24 hours.?
We offer an unconditional 15-day money-back guarantee, and we are also willing to refund you if the purchase has any quality defect within 90 days. We will do anything we can to let you have a happy shopping experience.
We could really use your help! Most of our customers cite product review as the most important factor in influencing where they make their purchases. Please help out our future customers by leaving product review. The process only takes a minute or so.
If disturb your rest,Hoped that you can forgive me - - ??！
? ??
Waiting for your reply!
Thanks very much!??
Best wishes!
店鋪名

Dear friend:
We glad to hear that you received the item, hope you like it.?
If you are satisfied with our service, would you mind to leave us a valuable feedback? Or pictures for buyers appreciate the reference,We would be greatly appreciated for your kindness,? but we are not perfect, We really appreciate your business ,We will work hard to listen to every good proposal, continuous improvement, We just want to give each customer a perfect shopping experience.
LINK:
If disturb your rest, Hoped that you can forgive me - - ！！
Thank you very much
Best regards
店鋪名

Dear Customer:
Thank you for purchasing our products. Did the items arrive safely? Are you satisfied with our products? Customer service is our top concern.?
We offer an unconditional 15-day money-back guarantee, and we are also willing to refund you if the purchase has any quality defect within 30 days. We will do anything we can to let you have a happy shopping experience.
I sincerely hope we could really use your help! Most of our customers cite product review as the most important factor in influencing where they make their purchases. Please help out our future customers by leaving product review.?
LINK:
If disturb your rest,Hoped that you can forgive me - - ！！
Thanks very much!??
Best wishes!
Dear XXX,
Thank you for your time. We know you are a friendly and warmhearted person from one of my friends. We are looking for someone to write product reviews in exchange for free samples and we expect you would like to do us a favour.
We are xxx, and although we appreciate you are very busy, we hope you'll consider reviewing my product,ASIN:xxx
（產品介紹）
You can discover more about the product detail from the following link:
xxxx
Thank you so much for reading. I really appreciate your great assistance for us.
Sent you our best wishes,we are waiting for your early reply.
Thank you
Dear xxx,
The tracking information shows that you have received your order!Please makesure your items have arrived in good condition and then confirm satisfactorydelivery.
If you are satisfied with your purchase and our service, we will greatlyappreciate it if you give us a five-star feedback and leave positive commentson your experience with us!
If you have any questions or problems, please contact us directly forassistance, rather than submitting a refund request. We aim to solve allproblems as quickly as possible!?
Thanks!
Hi?
Glad to hear from you!?
It's nice to see you having fun with your soil tester. Your 100% satisfaction really encourages us to provide better products and services.?
We believe your comment and suggestion on this product would be a meaningful reference for other Amazon users who are currently looking for similar products like you.
?
If you would love to review this product, please click the product link below:
https://www.amazon.com/dp/
Look forward to your further sharing. And if there is anything we could do for you, please do not hesitate to contact us. : )?
Thank you so much!?

Best Regards.?
Customer Service Team


教客戶改差評的方法（用的時候對應下自己站點行不行）
Dear friend,?
Thank you very much for your concern and reply. We will arrange to refund to you, please check your account later. If you satisfy with our service, is it possible for you to remove the feedback for us??
Here are some simple instructions to remove a feedback on Amazon:?
1.Go to Amazon.co.uk and click Your Account in the upper right hand corner. Click Your Orders.?
2.On the right, select a date range from the Date drop-down box. Click Go. A list of orders appears.?
3.Locate your order and click View Order Details in the left-hand column, under the Order Placed date.?
4.Scroll down to Your Seller Feedback and click Remove. The Remove Feedback page appears.?
5.Select a reason for removing the feedback, and then click Remove Feedback.?
Thank you very much for your help in this matter. We would be greatly appreciate for it and we would improve in the future.?
Many thanks!?

聯(lián)系亞馬遜刪feedback
Dear Amazon:
Hello! I'm sorry to bother you,a guest in the shop to leave a bad feedback,? 說明原因，解決方式，有無聯(lián)系客戶 ,But we have a positive contact with customers, has not been back to solve the problem, if the customer wants a replacement product or refund we can accept, trouble Dear Amazon, remove bad reviews about this, we would be grateful!
Kind regards
店鋪名
Dear Amazon:?
Hello! I'm sorry to bother you?
Customer states that the “Did not work. Had to return it the next day.”,We have to re-issued a new lamp to the customer, but has not been the customer's response, as far as possible we contacted twice, we admit that the beginning of the design packaging without sponge pad, will lead to light bulb transport damage, we will improve This, to strengthen good packaging protection,we will improve this point! and she's probably right that this is a product defect.?
Making this a product review. Would you please remove it Thank you.?
Best wishes?
店鋪名?
Dear Amazon:
Hello! I'm sorry to bother you,a guest in the shop to leave a bad feedback,? 說明原因，解決方式，有無聯(lián)系客戶 ,But we have a positive contact with customers, has not been back to solve the problem, if the customer wants a replacement product or refund we can accept.
Customer's negative comments are about the product, not us or our service. Please remove this. Thanks!
Many thanks
店鋪名

引導買家取消a to z
Dear pilar Fields ,
Thank you for your mail.
Sorry for the inconvenience. Sorry to hear that. Let us point out that very rarely happens to us. To protect the interests of customers.
Today we are happy to give the full money to you back.
We have November 19 replacement stage lights to you, if you don't receive, we can re-send!(You can view messages, and attachments screenshots!)
We have an A-to-z Guarantee you gesendet. Wir feel very sorry for this.
We hope not, that the A-to-z Guarantee influenced our store. Can you give us a chance to remove the (A to Z)?
Because if the Dealer refund the money (before the customer's A-to-z Guarantee away), it will bring the impact on the Store.
If you are the A-to-z Guarantee removed immediately we give you a refund.
Please believe us! As a formal Dealer, we will be your problem to loesen.Und we will improve our service in the future. Asking for your understanding in advance
We will try to solve it.
We hope you can us a Chance. Wir waiting for your reply.
Best regards
店鋪名

Dear Buyer,?
Thank you for contacting us about the problem of your recent order. Hopefully we have fully resolved your issue. If you think the problem is now solved and would like to withdraw the A-to-z Claim, which you filed eariler on this order__________(訂單ID), we would greatly appreciate it.
Here are the steps to withdraw your A-to-z claim in the orders section of Your Account. To withdraw a claim for purchases made on Amazon.com Go to Your Orders Locate your order in the list and click Order Details.
If the order has already shipped, click Withdraw claim under Problem with this order? on the order summary page. Follow the prompts to explain the withdrawal and click Withdraw claim to complete the request.
?We hope you have a pleasant day, thank you for shopping at __________(這放店鋪名). Yours sincerely, _______(店鋪名)?

Customer Service Team
?

下面這個是正常的方法
Canceling an Active ClaimYou can withdraw your claim by following these steps: View the Order Summary in "Your Account" ( http://www.amazon.com/your-account) On the order summary page, click "Problem with this order?" Click "Withdraw claim."?
Follow the prompts to explain withdrawal, and click "Withdraw claim" to complete request.You can also simply reply to our initial claim confirmation e-mail. Sellers will need to contact the buyers and encourage them to write to us in order to revoke or cancel a pending claim.?
If a resolution has been reached after a claim check has already been sent, please contact us to make arrangements for repayment.
To withdraw an A-to-Z claim online, please visit Your Account and review your claim information. Click ""withdraw your claim"" and provide the requested information describing why you are withdrawing the claim. Once your claim is withdrawn, you won't be able to re-open it online. We will appreciate if you can help to do that.
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本文的模板是自己測試了很多個模板最終發(fā)現(xiàn)是最有效的模板，所以? 整理分享給大家，如果有更合適的，也可以告訴樓主，相互交流相互分享。最后，還是謝謝大家的觀看。