干货丨速卖通纠纷回复模板

“纠纷”——一个在卖家领域深恶痛绝的敏感词，处理不好意味着客源流失、订单减少、爆品冷却、搜索屏蔽！怎样减少纠纷？那当然是做好店铺内功、提高产品质 量以及减少发货失误。那当纠纷来“敲门”怎么办？让赢商荟小编介绍一些常用纠纷客服模板帮您“让纠纷飞”！

纠纷最常见的有两大类：一类是物流纠纷，另一类则是产品纠纷。由于纠纷形式一般类似站内信，为了更好地“安抚”买家，小编提供的客户模板也以站内信格式为主。

一 物流类 

1）正常包裹投诉物流 

投诉前提 常规时间、包裹状态正常——投诉未到货

Dear friend: 

Per the checking ,the parcel status that you mention is normal: 

Status查询结果粘贴) 

You may refer to the following for the details： 

（查询网址）

We are also expecting that the parcel would deliver to you early. However, shipping to your country needs about7-30business days, you may get the parcel about20days later ,hope you cancel the dispute to keep waiting. We appreciate your patience. 

Best Regards 

xxx

根据查询包裹状态没问题，一般情况需要xx天到，预计还要xx天到。请取消纠纷。谢谢

2）特定情况包裹延迟

投诉前提 由于旺季、气候、战争等原因造成包裹延误的投诉

Dear buyer, 

Thanks for your order with us ,but we are sorry to tell you that due to peak season(旺季)/bad weather(恶劣气候)these days ,the shipping time to your country was delayed. 

We will keep tracking the shipping status and keep you posted of any update. 

Sorry for the inconvenience caused ,we will give you5% off to your next order for your great understanding. 

Thanks！ 

Best Regards 

xxxx

抱歉因为特定情况包裹延误，我们将根据单号并告知您。您的下次订单将享受5%折扣，谢谢您的理解。

3）节假日延迟

投诉前提 由于国内节假日造成延迟

Dear buyer, 

Thanks for your purchasing in our shop. However ,in celebration of China Spring festivals (春节) ，all shipping services suspend temporarily during the period ,so your parcel delayed. 

We apologize for the inconvenience caused and appreciate your kind understanding 

Thanks！ 

Best Regards 

xxx

抱歉由于国内春节原因造成你的包裹延误。我向您道歉并请求您的原谅。

4）客户不清关

投诉前提 客户不清关造成的纠纷

Dear buyer, 

Thanks for your purchasing in our shop and we are sorry to tell you that parcel was kept at the (国家)Russiancustom. 

Status：（查询结果） 

According to the rule of Ali ,buyer have the duty to clear the custom and get the parcel .We also hope you can clear the custom as soon as possible and get the favor. 

Anything we can help please feel free to contact us . 

Thanks！ 

Best Regards 

xxx

我们查到您包裹被卡在海关，根据速卖通的规则，买家是有义务清关的，请您尽快清关并拿到您的产品。有任何可协助您的请联系我们。

二 产品类 

1）产品自身质量问题 

投诉前提 由于各种原因，买家拿到质量差的产品（有图），于是起纠纷

Hi Dear, 

The photos were received with thanks .Sorry that we failed to check out the problem and we would pay more attention on this part. 

Anyway ,we will refund you $3 for compensating or may you just accept this time and we would like to provide bigger discount for your next order? 

So sorry about the trouble .Please feel free to let us have your comment 

Thanks! 

Best Regards 

xxx

抱歉，产品有质量问题，我们将加大注意。我们希望通过提供3美金或下次给您大的折扣作为补偿。抱歉给您造成麻烦，请您让我们知道您的想法。【协商赔款】

2）质量太差退换货

投诉前提 由于各种原因，买家拿到严重质量差的产品（有图），于是起纠纷退货

Dear friend: 

We are sorry for the quality problems and would pay more attention on product quality check in the future. 

We will accept your requirement and please kindly return the goods to the following address: 

xxx 

However, some friends will accept the second plan that we send you a new one with 90% discount and you cancel the dispute without pay for the highly returning shipping fee. Hope you consider it .Thank you! 

Best Regards 

xxx 

对于质量问题的产品真抱歉。我们接受您退货要求，同时向您推荐一个新方案：以1折价格卖您相同的产品，如此您也不需要付高额回程运费。希望考虑。

3）无条件退换货

投诉前提 买家不喜欢产品，于是起纠纷退货

Dear friend: 

Sorry that the goods can not satisfy you .It’s for sure that you can send it back for refund or exchange, please kindly return the goods to the following address: 

xxx 

Kindly make sure all returns including all original products, packages, accessories in a re-saleable condition. 

Please be aware postage cost for both return and re-sending will be charge on your side .Once we receive the goods ,we will arrange refund/exchange for you.! 

Thank you! 

Best Regards 

xxx 

很抱歉产品不合您心意。您可以享受退换货的，请寄回xx。当然，请保证寄回物品及配件、包装完好。同时退换运费及换货运费由您承担。谢谢！

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