Example of cross-border e-commerce customer service communication: How to effectively change express delivery methods and order processing
In the operation of cross-border e-commerce, effective communication between customer service and customers is crucial, especially when dealing with express delivery methods and order splitting. Below is a sample email that shows how to communicate with a customer about changing delivery methods or splitting an order.
Example email:
Dear Sir/Madam:
I am afraid that the order you placed today cannot enjoy our free shipping service because its total weight is XX kg, which exceeds the stipulated 2kg. We are deeply sorry for this.
To solve this problem, we have proposed two possible solutions. If you want to continue to enjoy free shipping, you can reselect all items, add them to your shopping cart, and place your order in several orders. Please ensure that the weight of each order (including packaging) does not exceed 2kg.
If you do not wish to place multiple orders, we recommend using the XXX shipping service. This service is suitable for your current order and is cheap and fast.
Please tell us your final decision. We will be grateful for your understanding. Thank you for your patronage.
Good luck!
(your name)
Through the above email example, customer service can clearly explain the problem to the customer and provide clear solutions, thereby maintaining a good customer relationship. This professional communication method helps improve customer satisfaction and promotes the smooth operation of cross-border e-commerce.