跨境电商客服必备售前邮件模板

邮件回复是跨境电商客户服务工作更常用的技巧，以下将以客服售前服务流程中更典范的环节举例说明。

一、售前交流邮件

1、买家讯问物品细节的问题

(1)关于尺码

示例：一位美国买家告知你，她通常穿一件美式8号裙。她想问你她该买哪种尺寸的。你答复说她的M码对比适合。

问题：

Hi，seller,IusuallywearanAmericansize8dress.WhatsizeshouldIbuy？

答复：

Dearcustomer,oursuggestionisthatsizeMsuitsyouwell.Ifyouhaveanyquestions,pleasecontactus,Thanks！

(2)关于合并运费

示例：

当买家一次购置超过一件商品时，他们可能会要求你整合运输成本,你可以通过修正并发送电子发票(invoice)的形式，对买家购置的多件商品只收取一次运费。在电子发票发送成功后，及时告诉买家运费巳合并，让买家直接通过电子发票进行支付。

问题：

Hi,Imgoingtobuysomegoodsfromyou.MayIpaythefreightinadvance？

Please.sendmejustinonepackage,thanks！

答复：

Hello,dearcustomer,sincerelythanksforchoosingus！

Wehavecombinedtheshippingalreadyandonlychargeyoutheshippingfeeonce.YoucanchecktheinvoiceI’vejustsenttoyouandplease.makethepaymentthroughtheinvoicedirectly.Pleasefeelfreetocontactusifyouhaveanyotherquestions.Thanks！

2、关税问题

问题：

hi,seller,IwanttobuythisandshipittoLouisianaintheUnitedStates.Whataretheimportdutiesorcustomscharges？

答复：

Thankyouforyourinquiry.Iunderstandthatyouareworryingaboutanypossibleextraexpenseforthisitem.Accordingtopastexperience,itdidnotinvolveanyextraexpenseatbuy­ersideforsimilarsmallorlowcostitems.Pleasedonotworryaboutittoomuch.

However,insomeinpidualcases,buyermightneedtotakesomeimporttaxesorcustomschargesinimportcountries.Astospecificrates,pleaseconsultyourlocalcustomoffice.Appreciateforyourunderstanding.

3、关于大批订单询价

问题：

Hello,Iwanttoorder××××piecesforthisitem,howabouttheprice？

答复：

Dearbuyer,

Thanksforyourinquiry.Wecherishthischancetodobusinesswithyouverymuch.Theorderofasinglesampleproductcosts$××××USDwithshippingfeesincluded.Ifyouorder×××piecesinoneorder,wecanofferyouthebulkpriceof××××USO/piecewithfreeshipping.Ilookforwardtoyourreply.Regards！

4、支付方法

问题：

Doyouacceptcheckorbanktransfer？IdonothaveaPayPalaccount.

答复：

Weshallbegladtoansweryourinquiryastothepriceofthegoods.

Forthesakeofsimplifyingtheprocess,IsuggestthatyoupaythroughPayPal.Asyouknow,italwaystakesatleast2-3monthstoclearinternationalchecksothatthedealingandshippingtimewillcosttoomuchtime.

PayPalisafaster,easierandsaferpaymentmethod.Itiswidelyusedininternationalon­linebusiness.EvenifyoudonotwanttoregisteraPayPalaccount,youcanstilluseyourcreditcardtogothroughcheckoutprocesswithoutanyextrasteps.

Ihopemyanswerwashelpfultoyou.

5、还价

问题：

Hello,Icangive100dollars.IsitOK？

答复：

Wearegladthatyouareinterestedinmygoods.

Wearesorryforthatwecan’tofferyouthatlowpriceyoubargained.Infactthepricelistedisveryreasonableandhasbeencarefullycalculatedandourprofitmarginisalreadyverylimited.

However,we’dliketoofferyousomediscountifyoupurchasemorethan5piecesinoneorder，×%discountwillbegiventoyou.

Pleaseletmeknowifyouhaveanyfurtherquestions.Thanks！YoursSincerely,

SellerNameorID