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1、Ebay平台客服细节(总11页)-CAL-FENGHAL-(YICAI)-CompanyOne1CAL-本页仅作为文档封面.使用请直接删除EBAY客服细节及邮件回复示例邮件格式:DearCustomer-Name,Thankyouforyouremail,正文正文Ifyouhaveanyquestionpleasefeelfreetocontactus.(Ifyouhaveanyfurtherquestionspleasedonothesitatetocontactus)BestRegards(Sincerely)YourName售前邮件：1、议价。我们不接受一般客户议价，除客户需批虽:够买外
2、，批量购买议价的，需向相关销售人员与部长汇报，由销售人员向采购人员获得批量价格后告知客服，部长同意后最后由客服人员回复客户给予批量价格。针对先前有承诺给予优惠的老客户，则给予相应承诺的优惠价格。婉拒客户讨价示例：DearThomas,Thankyouforyouremail.Wearesorrythatwecan91reducethepriceforyou.Thepricenowisourrock-bottomprice.Thankyouforyourvisitingourstore,Ifyouhaveanyquestionp2easefeelfreetocontactusSincerelyB
3、ob给予客户折扣价示例：DearThomas,Thankyouforyouremail.Wecanonlyoffer$peritemforyouifyouwanttobuy50pieces.IfyouacceptthepricepJeasecontactusandwewillsendainvoicetoyou,Thankyou.SincerelyBob注：如果发invoice给客户进行Offebay交易的话记得不要直接回复客户从ebay后台写来的邮件，应另写信给客户的收信邮箱，因为ebay不允许进行Offebay交易。2、咨询发货地区我们只发美国境内地区（包括AlaskaHawaii、波多黎哥
4、等美国属地）、POBox地址（用USPS发送方式，并不可用UPSReturnLabel收回，因UPS不送POBox地址）及加拿大境内地区，目前暂不发美国与加拿大以外的国家。示例：DearThomas,Thankyouforyouremail.Yes,wedoshiptoUK,pleasetrusttopurchase或fiearesorrythatweonlyshipinsidetheUSAandCanada.ThankyouforyourvisitingourstoreoSincerelyBob3、咨询发货方式公司提供3种发货方式给客户选择，默认情况下采用USPS免费平邮，另有UPSGrou
5、nd.UPS2Day可供客户选择，当产品价值超过一泄金额（$80左右）客户并采用了默认发货方式时，公司为避免物品物丢失带来的损失，会转由UPSGround发货方式，因为USPS平邮没买保险，UPS有购买保险。示例：DearThomas,Thankyouforyouremail.Weofferthereshippingwayforbuyertoselect:USPSFirstClassMailUPSGroundandUPS字Day,BydefaultweusuallyshipviaUSPSFirstClassMail,itsfreeshippingandthisshippingwayaccept
6、POBoxaddress,UPSshippingwayisnotshiptoPOBoxaddress.Buythewayweusuallyshipouttheitemwithin1-2businessdaysandusuallyrittakes15daytodelivered.Ifyouhaveanyfurtherquestionspleasedonothesitatetocontactus,thankyou.SincerelyBob4、技术问题一般产品的使用及产品无法解决的技术问题，直接咨询相关销售人员帮忙解决。售中邮件:1、更改地址。产品还未发出前，客户来信要求更改地址的，客服人员需及时将
7、客户提供的新地址通知给做单同事，让做单同事更改发货地址。如果因客户原因未及时或未通知我们更改地址，导致产品发出后无法收回或被他人收走，造成的损失我们一般不负责任。但客户有来信要求更改地址的，客服人员必须优先处理。2、更换产品。分两种情况，一是产品尚未发出，一是产品已发出。A. 产品还未发出时，首先通知做单同事先Hold住订单不发货，然后了解好客户需要更换哪个产品，接着处理好差价（如需补差价，则直接通知客户将差价发到我们的Paypal账号里，如需退差价，则通知RMA同事，再由RMA同事通知财务同事退给客户差价），最后通知做单同事处理好更换产品事宜并发货（如果是补差价的一般等我们收到客户差价后发货
8、，如果是退差价的一般则可以与发货同时进行）。示例：DearThomas,Thankyouforyouremail,ffecanexchangethenewitemforyou,thenewitemyouwanttoexchangeis$35andyouhavepaid$25,soyouneedtopay$10forthedifference,pleasesend$10toourpaypalaccount：,afterwereceivethemoneywewillshipouttheitemASPS,thankyou.B. Ifyouhaveanyfurtherquestionspleasedo
9、nothesitatetocontactusSincerelyBob产品已经发出时，为售后邮件，泄售后流程（查看下面章节）3、取消订单。也分两种情况，一是产品未发岀，一是产品已发岀。扎产品未发岀时，首先Hold住订单并取消该订单进行退款处理，由做单同事通知财务同事退款。然后客服人员进入Ebay后台Cancel订单以便ebay退回FinalFee,最后写信通知客户接收Cancel订单。示例：DearThomas,Thankyouforyouremail.Wehavesentyouarequesttocanceltheorder,pleasecheckyouremailandagreetocanc
10、eltheorder.ThankyouforyourvisitingourstoreIfyouhaveanyfurtherquestionspleasedonothesitatetocontactusSincerelyBobCancel订单操作如下：1、进入ResolutionCenter选Iwanttocancelatransaction然后ContinueResolutionCenterResolveaproblemWealwaysencourageourmemberstocommunicatewitheachotherwhentheresaproblemwithatransaction.
11、IfyouVealreadyattemptedtocontactthememberbutwereunabletoresolvetheproblem,youcanopenacase.TostartIheresolutionprocess,pleasetelluswhatyourproblemis:IboughtanitemIsoldanitemCIhaventreceivedityet.CIhaventreceivedmypaymentyet.ContinueCIrGceivGdonitorrithatdoosnotmatchthoa|wanttocancelqtransaction,selle
12、rsdescriptinn.IMyproblemisnotlistedhere2、输入客戸所购买Listing的ItemNumber,然后Continue.1. CancelatransactionBeforeyoucancelatransaction-Makesureyourbuyerhasalreadyagreedtocancelthetransaction.If/ourbuyerdoesntacceptyourValueFeecredit.Ifthebuyerhasalreadypaid,sendarefund.Weadvisebuyerstoonlyacceptcancellation
13、requestsifIToopenacase,fillintheitemnumberandselectContinue.LearnmoreaboutcancelingatransactionItemnumber|l10509366369LookforitemnumberhereContinue|3、选择需要Cancel订单的客户【I),然后Continue.ReportaCaseYouQreabouttoreportqcsisoforlhefollowingitem:MiniDisplayPorttoHDMIAdapterForAppleMacAirPleaseselectthebuyerin
14、volvedinthiscase.Ifabuyerisinvolvedinmorethanonetransaction,youmustrSelectUserIDTrCdjdolowdollghtOct-04-201112:41:36PDTrrodohefiOct-09-201119:26:32PDTeagzur314Oct-10-2OV114:39:20PDTcgwafaOct-10-201119:34:56PDTrclaus1273Oct-10-201122:33:28PDTralbert.matnOct-11-201102:28:37PDTcmwong6109Oct-11-201112:3
15、8:45PDTrbfreepernOct-12-201118:44:15PDT厂tyler1U1U1Oct-13-201119;32;11PDTcvillarroelNov25-201114:19:34PST广drncteiguoDgc-06-201119.00.32PSTcjo卩etGOsunDec-11-201116;59;09PSTrcar_lo57Dec-22-201112:27:15PSTbeachfarnllyllDec-26-20111732:36PSTPago1of1Continue|Cancel4、选择一个Cancel订单原因（根据实际情况选原因），并可在下而输入框里输入额外信息，然后SentRequest完成。CancelatransactionItem:MiniDisplayPorttoHDMIAdapterForAppleMacAirPro(110509366669)ViewpurchaseditemTransactionend:Dec-11-2011Buyer:jopet68sunCasetype:Can
