亚马逊运营之小白必备--邮件回复再也不慌了-ESG跨境

在运营亚马逊过程中，不可避免会出现一些问题,这时需要一个好的客服来及时沟通处理。其实在Amazon平台上，最顶级的卖家就是一个优秀客服。好的客服具备一定的销售能力，时刻从客户角度出发，为客户着想,下面我们一起来看看亚马逊新手卖家遇到相关问题的邮件回复模板。

一、回复邮件的6个指标

24小时：所有邮件必须在太平洋时间24小时之内回复

25%：客服不满意率低于25%(不满意的客户数量除以参与调查的客户总数)

90%：所有邮件及时回复率要达到90%(及时回复的邮件数量除以总邮件数量)

10%：所有邮件延迟回复率不得超过10% (超时邮件数量除以总邮件数量)

7天/30天/90天：所有邮件在此阶段的平均回复时间

二、亚马逊新手卖家邮件回复模板

1、买家在网上没有查到物流信息，发邮件来查询货物情况，您可以这样回复

Dear customer,

Sorry for disturbing you, we tracked your shipping. The shipping information may not update so prompt, 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

2、作为小白卖家，有可能你就有发错地址的时候，这时候可以这样回复：

Dear buyer，

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, if not, we will make you the full refund.

Waiting for your reply and hope your kind understanding.

Best Regards

Seller’s name

3、商品发货后，在查询已签收之后，想请求客户写feedback时，你可以这样说：

Dear buyer，

We have shipped the goods and it will arrive at your side soon. Hope you like it! And we are looking forward to your feedback.

Have a nice day!

Best Regards

Seller’s name

4、如果你有同一个买家订购多种产品，这时候最好是发邮件确认产品订单，你可以这样发：

Dear buyer，

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 pcs?

If nothing is wrong, we will ship them asap.

Best Regards

Seller’s name

5、不可避免总会遇到客户会退货的情况，以泳衣为例，你可以这样说：

Dear buyer，

Thank you so much for your great support on us.

So sorry for the inconvenience that the swimming suit 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

Seller’s name

以上是亚马逊邮件回复的相关模板，希望对各卖家有所帮助。

(文中部分素材来源于网络，如有侵权联系客服)

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特别声明：以上文章内容仅代表作者本人观点，不代表ESG跨境电商观点或立场。如有关于作品内容、版权或其它问题请于作品发表后的30日内与ESG跨境电商联系。