跨境电商物流沟通模板解析

在跨境交易中大多数卖家使用的是邮政挂号小包、各类专线E邮宝等物流方式。这类物流方式并没有一个承诺的交货期，因此经常会有卖家收到类似“Where is my order”“I haven't received my order”等问题。

邮政包裹一般有如下几种常见状态。

(1)包裹查无信息“Not found”(包裹还未上网，官网未更新)。

(2)包裹正在运输中“Transit”(包裹还在运输中)。

(3)包裹到达待取“Pick Up”(包裹已经到达目的地国家)。

(4)包裹投递成功“Delivered”(包裹已投妥)。

(5)包裹可能异常“Alert”(出现退件、损坏、丢失等问题)。

(6)包裹运输过久“Expired”(出现时效延误、目的地国家不能查到投妥、官网不更新状态等问题)。

当卖家查过单号以后，可以根据查询到的包裹状态，跟买家取得联系。

下面摘取了论坛热帖中一些实用有效的沟通模板，希望卖家们在面对询问物流信息的买家时可以从容应对。

示例：Not found

Dear valued customer:

Hello! We 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 tracking result powered by 17track,net, I'm very sorry to inform you that your item is still lack 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 we haven't been mailed your item.

(Note: There may be a delay between scanning events and the availability of tracking information related to those scanning events, 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 sometime later?

Thanks for your business again!

Have a nice day!

Best regards,store xxx(此处填自己的店铺名称)