During the sales stage of cross-border e-commerce, sometimes some problems may arise due to the seller or the buyer’s own reasons. No matter what the situation, the seller should communicate with the buyer in time to solve the problem as soon as possible.
1. The seller sends the wrong goods or misses the goods
If the error is caused by the seller, the seller should take the initiative to propose reissue or give the buyer a discount, and ask for the buyer’s understanding.
Sample 1 Dear customer,
It is a pity to tell you that my colleauge send you the wrong bag/ forgot to send you the item XX you ordered. Could I send you again or we give you$**** discount. I guarantee that I will give you more discounts to make this up next time for your next purchase. So sorry for all your inconvenience. Your understanding is highly appreciated. Thank you very much.
Best regard,
(Your name)
2. The customer does not clear customs
According to the relevant rules of cross-border e-commerce, buyers are obliged to clear customs. However, due to tariffs and other reasons, the buyer is unwilling to clear customs. At this time, the seller should communicate with the buyer in time and seek a solution together.
Sample 2
Dear customer,
Thanks for your purchasing in our shop and we are sorry to tell you that parcel was kept at the Russian custom. 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 regard,
(Your name)
Common sentence patterns:
1. I am sorry to tell you that the free shipping for this item is unavailable. I am sorry to inform you that the free shipping for this item is unavailable.
2. That make the shipping time is hard to control. This makes the logistics time very difficult to control.
3. We apologize for the inconvenience caused and appreciate your kind understanding.
We apologize for the inconvenience caused to you and appreciate your kind understanding.
4. I guarantee that I will give you more discounts to make this up next time for your next purchase.
Skill Practice
Suppose you run an online store selling clothing on Aliexpress. Ms. Lisa placed an order for a skirt in your store.
1. Ms. Lisa did not pay for the order one day after placing it, and the discount activity is about to end. How should you communicate with Ms. Lisa?
2. After Ms. Lisa paid, how do you recommend a top in your store to her as a related product?
3. You sent the goods to her in a timely manner. Please write her an email with the following content:· Tell her how you will track the logistics.
· Remind her that the goods will arrive in about 30 days. I hope she can give a good review.
4. After the goods arrived at the customs, they encountered strict customs inspection, which led to postal delays. Please write an email to explain.