【速卖通】卖家双11大促活动，必备的十个客服话术模板拿去！

双11大促中，速卖通卖家有可能会遇到如议价、问价、催付款、无货等各种情况，届时一旦发生，卖家若无充足准备，撰写需要时间，不可能马上第一时间回复，且若所写内容语句不通、生硬，会严重影响转化，以下是移步电商学院为各位卖家伙伴准备的最全话术模板，以供参考：

一、催付款

Dear friend:

We have got your order of XXXXXX。But it seems that the order is still unpaid. If theres anything I can help with the price, size, etc., please feel free to contact me. After the payment is confirmed, I will process the order and ship it out as soon as possible. Thanks！

Best Regards

$myname 

译文：

我们已收到你的订单，但订单似乎未付款。如果在价格和尺寸上有什么能帮助的，请随时与我联系。当付款完成，我将立即备货并发货。谢谢！ 

提示：请根据您产品自身特点对描述内容进行修改。

二、未付款订单改完价格再次催款

Dearr,

We've reset the price for you. We have given you a XXX % discount on the original shipping price. Since the price we offer is lower than the market price and as you know the shipping cost is really high, our profit margin for this product is very limited. Hope you are happy with it and you are welcome to contact me if there’s anything else I can help with.

Best regards!

$myname

译文：

我们已经为您重置价格并给您原运价XXX％的折扣。如你所知，运输成本非常高，而我们提供的价格比市场价格低，我们从这个产品中赚取不了多少利润。希望您满意，并随时与我联系。

提示：请填写运费折扣。

三、买家议价

Dear friend:

Thanks for your message. Well, if you buy both of the XXXX items, we can offer you a XXX % discount. Once we confirm your payment, we will ship out the items for you in time.

Please feel free to contact us if you have any further questions. 

Thanks & Best regards! 

$myname 

译文：

感谢您给我信息。目前我们正在进行促销，如果你购买了XXXX 个产品，我们可以为您提供XXX %的折扣。一旦我们确认您的付款，我们将及时发货。如果您有任何进一步的问题，请随时与我们联系。谢谢！

提示：请添写希望买家购买的件数和您所能提供的折扣。 

四、合并支付及修改价格的操作

Dear:

If you would like to place one order for many items, please first click "add to cart", then “buy now”, and check your address and order details carefully before clicking “submit”. After that, please inform me, and I will cut down the price to US$XX. You can refresh the page to continue your payment. Thank you.

If you have any further questions, please feel free to contact me.

Best Regards!

译文：

亲爱的:

如果你想把很多物品订购，请先点击“加入购物车”，然后“立即购买”，并检查您的地址和订单详细信息，点击“提交”前仔细。在那之后，请通知我，我会把价格压低到XX美元。你可以刷新页面，继续你的付款。谢谢你。

如果您有任何进一步的问题，请随时与我联系.

诚挚的问候!

五、货物断货或缺货

Dear  $buyer,

Thanks for your order.However,the product you selected has been out of stock.Would you consider whether the following similar ones are also ok for you:

other links xxxxxxxxxxxxxxxxxxxxx

If you don't need and other item,please apply for'cancel the order'.And please choose the reason of"buyer Order Wrong Product".In such case,your payment will be returned in 7 business days.

Sorry for the trouble and thanks so much for your understanding.

译文：

感谢您的惠顾！非常抱歉，您已付款的宝贝暂时没货，您可以看看其它类似产品，如果您不要，可选择我们推荐的理由取消订单。同时款项会在7天内返回您帐上。

六、发货后

Dear friend:

The item XXXXXXXXXXXXXX you ordered has already been shipped out and the tracking number is XXXXXXXXXXXXXX. The shipping status is as follows: XXXXXXXXXXXXXX. You will get it soon.

Thanks for your support!

 Best Regards

 $myname

译文：

亲爱的:

不好意思，免费送货这个服务无法做到;免费包邮仅仅指包重量不超过2公斤，它可以通过中国邮政航空邮件发出。但是，你购买的物品重量已超过2公斤。您可以选择其他的快递发货，如UPS或DHL（其中将包括运费，但也更快）。您可以单独拍付订单，确保每个订单的重量不到2公斤，这样采取免费送货的优势。

如果您有任何问题，请随时与我联系。

诚挚的问候！

七、给买家建议好物流，买家不回情况下

Dear:

Thanks!

Because you din't be in touch with us. We help you ship the package via Sweden Post for your package by appointment! 

We will ship your order out within 5 business days as promised. After doing so, we will send you an e-mail notifying you of the tracking number. If you have any other questions, please feel free to let me know. Thanks! 

Best  regards !

译文：

亲爱的：

谢谢！

因为你没有及时回复，我们帮您发瑞典邮政物！

我们会在5个工作日内按照承诺帮你发走，一旦发货完成，我们会向您告知你物流单号。如果您有任何其他疑问，请随时让我知道。谢谢！

诚挚的问候 ！

八、 询问是否收到货

Dear friend:

According to the status shown on EMS website, your order has been received by you. If you have got the items, please confirm it on ALIEXPRESS.com. If not, please let me know. Thanks！ 

Best Regards 

译文：

EUB网站显示您已收到货物。如果您已收到货物请到速卖通确认，如果有问题请告知我。谢谢！提示：可根据您货物的实际情况进行更改。

九、发货几天后买家没收到货

Dear friend:

We sent the package out on XXXXXXXXXXXXXX, and we have contacted the shipping company and addressed the problem. We have got back the original package and resent it by UPS. The new tracking number is XXXXXXXXXXXXXX.  

I apologize for the inconveniences and hopefully you can receive the items soon. If you have any problems, don't hesitate to tell me. 

译文：

我们已经在XXX月XXX号发送包裹，根据您的反馈，我们已经联系货运公司并确认问题。我们将找回原来的包裹并重新寄送,新的货运单号是XXXXXXXX,使用的是UPS。我对此感到十分抱歉，希望您能尽快收到。有任何疑问，请告诉我。 

提示：请填写发货日期和货运单号。

十、订单完成买家收到货表示感谢

Dear friend:

I am very happy that you have received the order. Thanks for your support. I hope that you are satisfied with the items and look forward to doing more business with you in future. Thanks！ 

$myname 

译文：

我很高兴地看到您已收到货，感谢您的支持。希望您满意，并期待着在将来与您做更多的生意。