国外买家在下单之前以及付款之前遇到一些麻烦或问题时，我们的客服要在短时间内解决买家的问题，加强买家付款的意愿。以下这些模板均是日常工作中所用到的，但是在使用时应该做个性化改动，不要生搬硬套。

（一）售前模板

1.当买家光顾你的店铺，并询问产品信息时

Hello，my dear friend.Thank you for your visiting to my store，you can find the products you need from my store.If there is not what you need，you can tell us，and we can help you to find the source，please feel free to buy anything！Thanks！

（重点：与买家初次打招呼要亲切、自然，并表示出你的热情，尽量在初步沟通时把产品元素介绍清楚）

2.催促下单，库存不多

Dear×，

Thank you for your inquiry.

Yes，we have this item in stock.How many do you want？Right now，we only have×lots of the×color.Since they are very popular，the product has a high risk of selling out soon.Please place your order as soon as possible.Thank you！

Best regards！

3.回应买家砍价

Dear×，

Thank you for your interests in my item.

I am sorry but we can't offer you at low price you asked for.We feel that the price listed is reasonable and has been carefully calculated and leaves me limited profit already.

However，we'd like to offer you some discounts on bulk purchases.If your order is more than×pieces，we will give you a discount of×％ off.Please let me know for any further questions.Thanks.

4.断货

Dear×，

We are sorry to inform you that this item is out of stock at the moment.We will contact the factory to see when they will be available again.Also，we would like to recommend to you some other items which are of the same style.We hope you like them as well.You can click on the following link to check them out.Please let me know for any further questions.Thanks.

Best Regards.

5.推广新产品时，根据自己的经验，给买家推荐自己热销的产品

Hi friend，

Right now Christmas is coming，and Christmas gift has a large potential market.Many buyers bought them for resale in their own store，it's high profit margin product，here is our Christmas gift link.Please click to check them，if you want to buy more than 10 pieces，we also can help you get a wholesale price.Thanks.

Regards.

（二）售中模板

1.选择第三方支付方式，提醒折扣快结束

Hello×，

Thank you for the message.Please note that there are only 3 days to get 10％ off by making payments with Escrow（credit card，Visa，MasterCard，MoneyBookers or Western Union）.Please make the payment as soon as possible.I will also send you an additional gift to show our appreciation.

Please let me know for any further questions.Thanks.

Best regards.

2.提醒买家尽快付款模板

Dear×，

We appreciated your purchase from us.However，we noticed you that haven’t made the payment yet.This is a friendly reminder to you to complete the payment transaction as soon as possible.Instant payments are very important；the earlier you pay，the sooner you will get the item.

3.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＄××.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.

4.订单超重导致无法使用小包免邮的回复(www.daowen.com)

Dear×，

Unfortunately，free shipping for this item is unavailable.I am sorry for the confusion.Free Shipping is only for packages weighting less than 2 kg，which can be Shipped via China Post Air Mail.However，the item you would like to purchase weights more than 2 kg.You can either choose another express carrier，such as UPS or DHL（which will include shipping fees，but which are also much faster）.You can place the orders separately，making sure each order weights less than 2 kg，to take advantage of free shipping.

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

5.海关税

Dear×，

Thank you for your inquiry and I am happy to contact you.I understand that you are worried about any possible extra cost for this item.Based on past experience，import taxes falls into two situations.First，in most countries，it did not involve any extra expense on the buyer side for similar small or low－cost items.Second，in some individual cases，buyers might need to pay some import taxes or customs charges even when their purchase is small.As to specific rates，please consult your local customs office.

I appreciate for your understanding！

Sincerely.

6.因物流风险，卖家无法向买家所在国发货时给出的回复

Dear×，

Thank you for your inquiry.

I am sorry to inform you that our store is not able to provide shipping service to your country.However，if you plan to ship your orders to other countries，please let me know；Hopefully we can accommodate future orders.I appreciate for your understanding！

Sincerely.

7.已发货并告知买家

Dear×，

Thank you for shopping with us.

Have shipped out your order（order ID：×××）on Feb.10 th by EMS.The tracking number is×××.It will take 5－10 workdays to reach your destination，but please check the tracking information for updated information.Thank you for your patience！If you have any further questions，please feel free to contact me.

Best Regards.

（三）售后模板

1.物流遇到问题

Dear×，

Thank you for your inquiry；I am happy to contact you.

We would like to confirm that we sent the package on 16 Jan，2012.However，we were informed package did not arrive due to shipping problems with the delivery company.We have resent your order by EMS；the new tracking number is：×××.It usually takes 7 days to arrive to your destination.We are very sorry for the inconvenience.Thank you for your patience.

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

2.客户投诉产品质量有问题

Dear×，

I am very sorry to hear about that.Since I did carefully check the order and the package to make sure everything was in good condition before shipping it out，I suppose that the damage might have happened during the transportation.But I’m still very sorry for the inconvenience this has brought you.I guarantee that I will give you more discounts to make this up next time you buy from us.Thanks for your understanding.

Best Regards.

3.提醒买家给自己留评价

Dear buyer，

Thanks for your continuous support to our store，and we are striving to improve ourselves in terms of service，quality，sourcing，etc.It would be highly appreciated if you could leave us a positive feedback，which will be a great encouragement for us.If there’s anything I can help with，don’t hesitate to tell me.

Best Regards.

4.收到好评后

Dear buyer，

Thank you for your positive comment.Your encouragement will keep us moving forward.