商品退换货英语对话：如何与买家沟通物流状态-英语模版
商品退换货英语对话：如何与买家沟通物流状态-英语模版包裹投递成功“Delivered” (当包裹显示投妥)；包裹到达待取“Undelivered” (当包裹到达买家收货地附近或者尝试派送未成功)；包裹查无信息 "Not Found" (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“Pick Up” (当包裹显示已经到达目的地国家)；
为跨境卖家服务数载，17TRACK客服团队经常收到海外买家关切物流状态的邮件，今天给大家分享一套有效沟通英语模版，供大家借鉴参考，有误之处，敬请谅解，欢迎指正。
我们知道，在跨境交易平台物流选择方面，大多数卖家使用邮政挂号小包或者各类专线渠道，大部分包裹通过在线发货方式如无忧物流或者eBay Speedpak发货，其实大部分服务商所提供的渠道也是邮政类产品。所有这类型国际物流方式均没有一个承诺的交货期，相信卖家朋友们都曾收到无数类似“Where is my order???” “I haven’t received my order!!!”这类物流信息引起的disputes.
如何有效降低由物流引起的纠纷，我们推荐大家用沟通多给买家提供一些物流信息 to ease their minds。
17TRACK系统自动将包裹状态分为以下7种，分别是:
包裹查无信息 "Not Found" (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“Pick Up” (当包裹显示已经到达目的地国家)；
包裹到达待取“Undelivered” (当包裹到达买家收货地附近或者尝试派送未成功)；
包裹投递成功“Delivered” (当包裹显示投妥)；
包裹运输过久“Expired” (时效延迟/官网未更新状态/常见这个状态是半跟踪Semi-tracked mail平邮产品)；
包裹可能异常“Alert” (大部分为退件/ 海关单号/损坏/丢包等问题)。
当您查过单号以后，根据17TRACK对应的以上七种包裹状态，编辑您给买家的邮件（有关退件啊，延误啊，丢包等问题，请卖家朋友自行编辑，因为涉及到您的售后服务及解决方案）：
Not found: 发货后包裹信息还未上网时使用
Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with Tracking number RC867773406HK（示例单号）and I am happy to assist today.
As per the tracking result powered by 17track.net I'm very sorry to inform you that your item still lacks of tracking information right now. If you got a tracking result as "Not found" it’s telling you that your tracking information is unavailable. It doesn’t mean that your item hasn’t been shipped out.
(Note: There may be a delay in updating the scanning events of the parcel. The tracking information may not appear online immediately. Normally it takes a few days after the item(s) have been sent for tracking details to be available from the shipping carrier.)
Therefore please hold on for a few more days and try to check your order Again later.
Thanks for your business again!
Have a nice day!
Best regards store 888
In Transit: 正在运输中，发货后20天内的包裹都适合这个模版哦。
Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today.
Here is a link for you to track your package status in transportation:
附上17TRACK跟踪链接。
As per the current tracking result your shipment has been shipped and dispatched by the shipping carrier of (HK Post示例的渠道名称) Registered Airmail on 2019-09-21.示例的日期
It is still in normal shipping period and it hasn't arrived in your destination country (country name买家国家名称) yet. I appreciate if you could be more patient with this overseas shipment. According to our experience for this kind of mail type the shipping time highly depends on the postal carrier and local customs/taxes etc. It usually takes a few weeks from our origin country to overseas destination countries after dispatching. Therefore please hold on for a few more days and I would be very grateful if you can wait for your order patiently.
Thanks for your business again!
Have a nice day!
Best regards store 888
Pick up: 到达待取或者到显示到达目的地国家都适用哦
Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today.
Here is a link for you to track your package status in transportation:
附上17TRACK跟踪链接。
I'm glad to inform you that as per the current tracking result your package has arrived in your country on 2019/8/20(示例的包裹到达日期.)
Kindly be advised that when item arrives it will be processed by customs then hand over to local carrier for final mile delivery. This means your package has arrived at the destination country but you need to wait for clearance before being delivered. Normally the delivery is expected in coming days.
For delivery related questions please contact your carrier as below.
CARRIER'S INFO:
Carrier name: USPS （示例邮政运营商）
Helpline: 1-800-222-1811 （示例邮政运营商帮助热线）
I truly wish you will be satisfied with your purchase and you will confirm your order as soon as you get the item. Of course if you like the item please leave us a positive feedback.
Thanks for your business again!
Have a nice day!
Best regards store 888
Undelivered: 投妥失败，这个模版比较常用并且特殊 （投递不成功的包裹退件的可能性大；）
Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today.
As per the latest tracking info your item has arrived in your country and a delivery attempt has made on 2019/8/30 without success the current status is: {Undelivered}. A pick-up notice might have been left in your mailbox or slipped through your door. Please check.
Tracking #: View tracking details 附上17TRACK跟踪链接。
Kindly be advised that the item may return to us if no one was there to receive the parcel after delivery attempt. Please hurry to contact the local carrier to get your parcel in time.
CARRIER'S INFO:
Carrier name: USPS （示例邮政运营商）
Helpline: 1-800-222-1811 （示例邮政运营商帮助热线）
I truly wish you will be satisfied with your purchase and you will confirm your order as soon as you get the item. Of course if you like the item please leave us a positive feedback.
Thanks for your business again!
Have a nice day!
Best regards store 888
Delivered: 查询结果签收，而买家声称未收到件的情况非常多哦，注意一下。
Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RJ014099257CN（示例单号）and I am happy to assist today.
Here is the detailed tracking information for your order:
下面附的是17TRACK上Copy的物流详细信息：
Number: RJ014099257CN
Status: Delivered ( 30 Days )
Destination: United States
2014-09-29 16:01 PHOENIX AZ 85031 Delivered Your item was delivered at 4:01 pm on September 29 2014 in PHOENIX AZ 85031.
2014-09-19 14:51 PHOENIX AZ 85031 Notice Left (No Authorized Recipient Available)
2014-09-19 07:42 PHOENIX AZ 85031 Out for Delivery
2014-09-19 07:32 PHOENIX AZ 85031 Sorting Complete
2014-09-19 04:23 PHOENIX AZ 85043 Departed USPS Facility
2014-09-19 04:21 PHOENIX AZ 85031 Arrived at Unit
2014-09-18 21:42 PHOENIX AZ 85043 Arrived at USPS Facility
2014-09-18 02:26 KEARNY NJ 07032 Departed USPS Facility
2014-09-17 17:24 KEARNY NJ 07032 Arrived at USPS Facility
2014-09-17 17:24 Origin Post is Preparing Shipment
======================================
Powered by 17track.net
As per the current tracking result I found the tracking result indicates that your package has been delivered successfully. If you haven't received your package I'd advise you to contact the shipping carrier directly to verify more delivered information such as "Delivered address or confirm the signature". Due to privacy policy the carrier may not display the addressee's name or address online though they would keep them at their internal system.
And I'm 100% positive that I have shipped your order to your designated shipping address as the following:
在此处可以确认一下收件人的地址及邮编等资料;
Before contacting the shipping carrier may I advise you to check with your families roommates or your neighbors etc. To see if anyone has signed the item for you.
Carrier name: USPS （示例邮政运营商）
Helpline: 1-800-222-1811 （示例邮政运营商帮助热线）
I will be here to assist you find your order keep me posted.
Thanks for your business again!
Have a nice day!
Best regards store 888
Alert: 退件原因很多，多为关税/或者尝试派送不成功，超过保留期限等；还有一部分原因，可能是由海关安检问题引起的。注意区别一下没能在中国成功封发出口或者没有办法进入目的地国家。注意一下你跟买家的协商处理方式，请自行编辑你跟买家的协商处理方式。
Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today.
I regret to inform you as per the current tracking result I found the tracking result indicates that your package is undergoing an unusual condition. It was being returned back to us. The possible reason of returning will be written on the package (Incorrect/illegible/incomplete address expired retention period; the addressee failed to collect the item; the addressee does not reside at the given address; refused to accept by addressee etc.) I can inform you further once it is returned back to us.
Depending on this unusual situation please accept my apologies for the inconvenience. I would be willing to resolve this problem by making a full refund or replace one and send to you. (退件问题要看具体情况，需按解决方案修改模版，此处我们客服是给出退取跟补寄两种试，请自行编辑哦)。
Again please accept my sincere apologies and let us know which method you prefer to resolve this unfortunate situation.
Have a nice day!
Best regards store 888
Expired: 这种状态是指从物流商官方接收到平台有效期内，查无投妥信息。
Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today.
I'm very sorry to hear that you still haven't received your order. Under such circumstance I'd advise you to contact the shipping carrier in your country and verify if they have received your shipment from overseas.
Carrier name: USPS （示例邮政运营商）
Helpline: 1-800-222-1811 （示例邮政运营商帮助热线）
And at the meanwhile I will start to commence a formal investigation into whereabouts of your order with our shipping carrier here. But this is going to take some time could you wait for their response as patiently as you can?
I hope the reason of your order’s delay will be clarified by our carrier shortly.
Thanks again for your patience and I will be here to assist you on this situation until you get your order. Again please accept my sincere apologies for this unfortunate situation.
Have a nice day!
Best regards store 888
