跨境电商干货与海外买家沟通物流状态的英语模板.docx
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跨境电商干货与海外买家沟通物流状态的英语模板
跨境电商干货：
与海外买家沟通物流状态的英语模板
跨境电商干货：
与海外买家沟通物流状态的英语模板
跨境电商干货：
与海外买家沟通物流状态的英语模板
邮政包裹一般常见状态中，我们常常看到以下几种：
包裹查无信息"NotFound"（当包裹还未上网，官网未更新）
包裹正在运输中“Transit”（当包裹还在运输中时）
包裹到达待取“PickUp”（当包裹显示已经到达目的地国家）
包裹投递成功“Delivered”（当包裹显示投妥，而收件人声称未收到时）
包裹运输过久“Expired”（大部分为时效延误/目的地国家不能查到投妥/官网不更新状态等）
包裹可能异常“Alert”（大部分为退件/海关单号/损坏/丢失等问题）
Notfound:
Dearvaluedcustomer:
Hello!
IappreciatethetimeyouhavetakentocontactusaboutyourorderwithtrackingnumberRC867773406HK（示例单号）andIamhappytoassisttoday.
Aspertrackingresultpoweredby,I'mverysorrytoinformyouthatyouritemisstilllackoftrackinginformationrightnow.Ifyougotatrackingresultas"Notfound"it'stellingyouthatyourtrackinginformationisunavailable,itdoesn'tmeanthatwehaven'tbeenmailedyouritem.
（Note:
Theremaybeadelaybetweenscanningeventsandtheavailabilityoftrackinginformationrelatedtothosescanningevents.Thetrackinginformationmaynotappearonlineimmediately.Normallyittakesafewdaysaftertheitem（s）havebeensentfortrackingdetailstobeavailablefromtheshippingcarrier.）
Therefore,pleaseholdonforafewmoredaysandtrytocheckyourordersometimelater?
Thanksforyourbusinessagain!
Haveaniceday!
Bestregards,store888
Transit:
Dearvaluedcustomer:
Hello!
IappreciatethetimeyouhavetakentocontactusaboutyourorderwithtrackingnumberRC867773406HK（示例单号）andIamhappytoassisttoday.
Hereisalinkforyoutorefyourpackagestatusintransportation：
这里复制17track查询完的结果链接就可以了。
Aspercurrenttrackingresult,yourshipmenthasbeenshippedanddispatchedbytheshippingcarrierof（HKPost）RegisteredAirmailondate2014-09-21
Itisstillduringnormalshippingperiodandithasn'tarrivedinyourdestinationcountryas（countryname）yet.Iwouldbeverythankfulifyoucouldbemorepatiencewiththisoverseasshipment.Fromourexperience,forthiskindofmailtype,theshippingtimeishighlydependonthepostalcarrierandlocalcustoms/taxes,etc.Itusuallytakesafewweeksfromourorigincountrytooverseasdestinationcountriesafterdispatching.Therefore,pleaseholdonforafewmoredaysandIwouldbeverygratefulifyoucanwaitforyourorderpatiently.
Thanksforyourbusinessagain!
Haveaniceday!
Bestregards,store888
Pickup:
到达待取或者到达目的地国家都行!
到达待取可能是第一次投递失败或者是到达投递点!
注意修改!
Dearvaluedcustomer:
Hello!
IappreciatethetimeyouhavetakentocontactusaboutyourorderwithtrackingnumberRC867773406HK（示例单号）andIamhappytoassisttoday.
Hereisalinkforyoutorefyourpackagestatusintransportation：
这里复制17track查询完的结果链接就可以了。
I'mgladtoinformyou,aspercurrenttrackingresult,yourpackageisreadytopickup/hasbeenarrivedinyourcountry.
Pleasecontacttheshippingcarrieras[USPS]togetinstructionofwheretopickupyourorder/schedulearedeliveryprocess.PleasecontactwiththembythebelowinformationandIhopeyouwillreceiveyourpackageinshortly.
Carriername:
USPS（示例邮政运营商）
Helpline:
1-800-222-1811（示例邮政运营商帮助热线）
Generally,Thecarrierhascollectiondeadline,So,Iwouldliketoadviseyoucontactthecarrieratoncesoyourorderwon'tbereturnbacktous.
ItrulywishyouwillbesatisfiedwithyourpurchaseandI'mlookingforwardyouwillconfirmyourorderassoonasyourgottheitem.Ofcourse,ifyouliketheitem,pleaseleaveusapositivefeedback.
Thanksforyourbusinessagain!
Haveaniceday!
Bestregards,store888
Delivered:
查询结果签收，而收件人声称未收到件的情况非常多哦，注意一下。
Dearvaluedcustomer:
Hello!
IappreciatethetimeyouhavetakentocontactusaboutyourorderwithtrackingnumberRJ014099257CN（示例单号）andIamhappytoassisttoday.
Hereisthedetailedtrackinginformationforyourorder:
Number:
RJ014099257CN
Status:
Delivered（30Days）
Destination:
UnitedStates
2014-09-2916:
01PHOENIX,AZ85031,Delivered,Youritemwasdeliveredat4:
01pmonSeptember29,2014inPHOENIX,AZ85031.
2014-09-1914:
51PHOENIX,AZ85031,NoticeLeft（NoAuthorizedRecipientAvailable）
2014-09-1907:
42PHOENIX,AZ85031,OutforDelivery
2014-09-1907:
32PHOENIX,AZ85031,SortingComplete
2014-09-1904:
23PHOENIX,AZ85043,DepartedUSPSFacility
2014-09-1904:
21PHOENIX,AZ85031,ArrivedatUnit
2014-09-1821:
42PHOENIX,AZ85043,ArrivedatUSPSFacility
2014-09-1802:
26KEARNY,NJ07032,DepartedUSPSFacility
2014-09-1717:
24KEARNY,NJ07032,ArrivedatUSPSFacility
2014-09-1717:
24OriginPostisPreparingShipment
Poweredby
Aspercurrenttrackingresult,Ifoundthetrackingresultindicatethatyourpackagehasbeendeliveredsuccessfully.Ifyouhaven'treceivedyourpackage,I'dadviseyoucontactwiththeshippingcarrierdirectlytoverifymoredeliveredinformationsuchas"Deliveredaddressandsignaturename".Duetoprivacypolicy,thecarriermaynotdisplaytheaddressee'snameandaddressonline,thoughtheywouldkeepthemattheirinteriorsystem.
AndI'm100%positivethatIhaveshippedyourordertoyourdesignatedshippingaddressasthefollowing:
在此处可以确认一下收件人的地址及邮编等资料;
Beforeyoucontactwiththeshippingcarrier,MayIadviseyoucheckwithyourfamilies,roommates,andneighbors,etc.Seeifanyonehassignedtheitemforyou.
Carriername:
USPS（示例邮政运营商）
Helpline:
1-800-222-1811（示例邮政运营商帮助热线）
Iwillbeheretoassistyoufindyourorder,keepmeposted.
Thanksforyourbusinessagain!
Haveaniceday!
Bestregards,store888
Alert:
退件原因很多，到达目的国家后没有投妥成功的，引起的原因多为关税/或者投递不成功保留过期等;还有一部分原因，可能是由海关问题引起的，没有从中国成功封发出口或者没有办法进入目的地国家。
要如何解决要卖家自行编辑邮件~
Dearvaluedcustomer:
Hello!
IappreciatethetimeyouhavetakentocontactusaboutyourorderwithtrackingnumberRC867773406HK（示例单号）andIamhappytoassisttoday.
Iregrettoinformyou,aspercurrenttrackingresult,Ifoundthetrackingresultindicatethatyourpackageisundergoinganunusualcondition.Itwasreturningbacktous.Thepossiblereasonforreturningwillbewrittenonthepackage（Incorrect/illegible/incompleteaddress,expiredretentionperiod;theaddresseefailedtocollecttheitem;theaddresseedoesnotresideatthegivenaddress;refusedtoacceptbyaddressee,etc.）Icaninformyoufurtheronceitreturnedbacktous.Dependingonthisunusualsituation,Myapologiesfortheinconvenience.Iwouldwillingtoresolvethisproblembymakingfullrefundorreplaceoneandsendtoyou.（退件问题要具体情况，需要怎么解决要修改）。
Again,pleaseacceptmysincereapologiesandletusknowwhichmethodyouarepreferabletoresolvethisunfortunatesituation.
Haveaniceday!
Bestregards,store888
Expired:
这种状态是指从邮政官方接收到2-3个月内，查无投妥信息，提示买家注意沟通:
Dearvaluedcustomer:
Hello!
IappreciatethetimeyouhavetakentocontactusaboutyourorderwithtrackingnumberRC867773406HK（示例单号）andIamhappytoassisttoday.
I'mverysorrytohearthatyoustillhaven'treceivedyourorder.Underthiscircumstances,I'dadviseyoucontactwiththeshippingcarrierinyourcountryandverifyiftheyhavereceivedyourshipmentfromoverseas.
Carriername:
USPS（示例邮政运营商）
Helpline:
1-800-222-1811（示例邮政运营商帮助热线）
Andatthemeanwhile,Iwillstarttocommenceaformalinvestigationintowhereaboutsofyourorderwithourshippingcarrierhere.Butitgonnatakesometimes,couldyouwaitfortheirresponseaspatientasyoucan?
Ihopethereasonfordeferringyourorderwillbeclarifiedbyourcarrierinshortly.
ThanksagainforyourpatienceandIwillbeheretoassistyoualongonthissituationuntilyougetyourorder.Again,pleaseacceptmysincereapologiesforthisunfortunatesituation.
Haveaniceday!
Bestregards,store888
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