Cross-border e-commerce customer communication skills: a guide to the entire process from quotation to returns and exchanges

In cross-border e-commerce transactions, effective communication with customers is crucial. Whether you are dealing with customers’ bargaining requests or handling returns and exchanges, you need a meticulous service attitude and professional solutions.

Tips for customer bargaining response

When receiving customer inquiries about price, you can respond in the following ways:

Example 1

Dear XXX,
Thanks for your inquiry.
In order to give you a better quotation, can you tell me how many pieces you can buy in an order?
I am sure I can give you the best price with the exact amount of the order.
Looking forward to your reply. Thank you.

Adjust your quoting strategy by asking customers how much they want to buy.

Example 2

Dear XXX,
Thanks for your text.
In consideration of the situation you mentioned / In order to assist you to compete with other dealers / In order to show our sincerity, we have decided to accept your counter-offer as an exceptional case.

Looking forward to order and you may be assured that it will receive our prompt attention.

Show a willingness to compromise under special circumstances.

How to make a reasonable quotation

When quoting, it is necessary to comprehensively consider factors such as product cost and market demand, and flexibly use quotation strategies:

• Check the offer: Ask why and how flexible it is.
• Listen to explanations: Don’t rush to comment, and spread the negotiation wide.

Give price discount strategy

When faced with a request for a discount, you can adopt the following strategies:

• Advance with retreat: First explain that the price is already very favorable, and then propose additional preferential conditions.
• Get straight to the point: Respond directly to price reduction requests and encourage customers to share their positive reviews.

Example 3

Dear XXX,
Thank you for your attention in the item.
We are sorry for that we can’t offer you the low price you bargained. In fact, the price listed is very reasonable and has been narrowly calculated.
However, we’d like to give you 5% discount if you purchase more than 5 pieces in one order.
Please let me know if you have any further questions.
Thanks!
Yours Sincerely

Exhibit customer understanding and flexibility.

Processing return and exchange requests

For return or exchange requests, clearly inform the relevant procedures and precautions:

Dear friend,
Yeah, we can accept the exchange.
Please kindly return back to the following address:
Attn:
Address:
Zip Code:
Phone:
Please make sure all the returns should include all the original products, packages, accessories and gifts(if there is any) in a re-saleable condition.
Please also be noted that the return cost should be accepted at your end.
We will send you the new correct one upon receiving the return tracking number.
Best regards!

Emphasize that the goods must be kept in good condition and the customer is responsible for shipping costs.

The above is how to deal with common problems in cross-border e-commerce transactions. Hopefully these tips will help you better serve your international customers.