疫情期间跨境电商的“话术模板+应对策略”！

受疫情影响，大批订单等待发货，客户服务也可能受到延迟，为了确保良好的客户购物体验，给大家预备了一些建议及讯息模板，可供参考。

1、网站首页提示

Our supply chain and logistics networks in China are experiencing extended shutdown.We are preparing to ship orders as quickly as possible starting from Month Day，but your order may be delayed.Please check My Account（链接）for any update.Customer Service will resume from Month Day.

2、Shipping Information页面提示

Our supply chain and logistics networks in China are experiencing extended shutdown.We are preparing to ship orders as quickly as possible starting from Month Day，but your order may be delayed.Please check My Account（链接）for any update.Customer Service will resume from Month Day.

如果有任何国家关检政策改变，或物流时效长期延迟，建议更新配送时效。

3、商品页面：发货时间

如果商品页面有显示发货时间，应立即更新时间。例如：从1-3business days更新至更长的时间，7-10business days或1-2周，取决于卖家的实际情况。

4、给未发货订单的客户的电邮

Subject:Your[Company]Order-Shipping Delays

Dear xxx，

Thank you for your order with xxx.com.

Our supply chain and logistics networks in China are experiencing extended shutdowns.We are preparing to ship orders as quickly as possible starting from Month Day，but your order may be delayed.Once your oder is shipped，a Ship Notification email will be sent to you.You may also check My Account（链接）for any update.Customer Service will resume>

We apologize for any inconvenience caused.Thank you for your patience.

Regards，

[Company]Team

5、FAQS

When will I receive my order?

Due to extended shutdown experienced by our supply chain and logistics network, it will take us some time to work through our order backlog. Orders will be processed starting from Month Day. We are working as quickly as possible to ship your order to you and apologize for any delays. You can log into My Account for order status update.

Once your order ships,a Ship Notification email will be sent to you.

Is it safe to receive packages from China?

The health and safety of our customers and our staff is of utmost importance to us. According to the US Center for Disease Control & Prevention (US CDC), coronaviruses have low survivability>The risk of the virus spread from products or packages shipped overa period of days/weeks is very low.

There is currently no evidence indicating the coronavirus is transmitted via imported goods. For more information, please visit the US CDC website at

https://www.cdc.gov/coronavirus/2019-ncov/faq.html

Can I get a full refund if I’d like to cancel my order？

• 未发货的订单

Yes，your order can be canceled and a full refund to your original method of payment will be processed.

• 已发货的订单

Your order has already been shipped.You can track it here（链接）.If you’d like to return the items after you receive them，you could initiate a return from My Account.One of our Customer Service representatives will get back to you as soon as possible.

6、如果海外客户说不敢收中国包裹怎么办？

世界卫生组织制作的新冠状病毒系列问答中表明：病毒无法长期留存与包裹表面。大家可以将这幅截图放置于网站首页，或者修改为提示语，在各个客户沟通渠道添加工厂作业环境，产品包装日常消毒场景，增加消费者信心。

新型冠状病毒通过咳嗽或打喷嚏时的飞沫在人与人之间传播，但它们在物品表面上的存活率通常很低。跨境包裹的产品或包装通常是在常温下运输了几天或几周，这意味着病毒从产品或包装传播的风险性极低。如有顾客产生此类疑问，可耐心进行沟通解答。

1.供应链

据Shopify商家社群的调查显示，大部分商家面临存货短缺的问题。中小型商家的库存原本就少，而工厂关闭、延迟复工、物流延迟造成的供应链断层、货物短缺问题，将是近段时间商家面临的首要问题。

建议商家们及时与供应商保持联系，调整发货时间，并估算好货物延期的时间。同时及时告知顾客当前的情况，让他们为包裹延误提前做好心理准备，并承诺一旦有了相应的发货时间，第一时间告知顾客。

学会预判–检查现有库存，预估库存消耗时间，更新库存后网站做好产品的对应调整。如果原有供应商短期内无法恢复，建议立即寻找替代供应商，并确定复工和生产时间。必要时，可以寻求海外工厂生产。

2.大量订单取消与退货

无可厚非，疫情会对已有销售及转化带来信任危机，从而导致大量订单的取消与退货。商家在做好系列应对措施后，顾客若仍要求取消或退货的，则按照相关流程处理。

3、物流与关检

国际物流的压力是其一，各国海关的安检也会更加严格。中国海关暂未出台相关商品出口限制，而每个目的国是否有针对疫情国商品的进口限制及相关检验检疫要求尚待观察。

建议商家们充分考虑此问题对产品的影响，并根据实际情况考虑是否将物流延误问题添加到订单通知中，减轻顾客为延误的包裹而产生的焦虑。同时，密切关注相关政府网站，及时获取最新消息。更多消息可关注中国海关总署：http://www.customs.gov.cn/

4、适当提高目前的产品价格

首先联系供应商，了解其还有多少库存。为了更快的要到自己的货品，可以提前打钱给供应商先把货定下来。这样返工后可以第一时间拿到货，为接下来的销售争取更多时间。

其次可以适当提高目前的产品价格。如果能够确认返工后第一时间拿到货品，则可以小幅度调价，如果不行的话可能要适当调高，这也是无奈之举，可以避免断货。因为断货对listing的伤害非常的大，我们要尽量把风险降到最低。

5、市场营销计划调整

在此我们也建议您在当下适当调整广告的投入，节省成本，控制现金流，度过当下这个阶段。

积极协同下游客户，确认复工情况，订单交付，需求和市场变化等方面的影响。全面梳理和评估履行可能受影响的合同。评估是否需要签署新合同，同时保留相关证据，为可能的民事诉讼做好准备。

采购，物流，研发，质保，财务等部门需要建立跨职能供应商风险管理团队，逐个评估所有供应商的风险。尤其是来自疫区的中小企业供应商。