在外貿(mào)訂單跟進(jìn)的過程中，可能會遇到各種情況，遇到情況后我們必須要馬上作出回應(yīng)并給客戶回復(fù)相應(yīng)的郵件。為此，優(yōu)貿(mào)網(wǎng)給大家推出訂單跟進(jìn)的不同情況以及郵件模板。

1、未付款訂單的催款模板。

Dear xxx

We have got your order of XXXXXX。 But it seemsthat the order is still unpaid. If there’s anything I can help with the price,size, etc., please feel free to contact me. After the payment is confirmed, Iwill process the order and ship it out as soon as possible. Thanks!

2、查看到買家付款完成的訂單后，給買家發(fā)送訂單確認(rèn)郵件并且告知預(yù)計發(fā)貨時間

Hi, xxx,

Thank you for your payment for orders xxxxxxx. We will be dispatching these items within the next 3 days. If you have any questions or problems, contact us directly for help.

3、填寫了發(fā)貨通知后告知買家當(dāng)前狀況，（訂單號、發(fā)貨單號、運(yùn)輸方式和發(fā)貨日期）

Hello, xxx,

We are happy to tell you we have dispatched your order! You can track it sprogress with the following tracking number: xxxxxx

You can also track the delivery of your order yourself here: www.xxxxx.com.

It usually takes about 30 days for your order arrive, but as this is the shopping season, the logistics companies are very busy and some orders may take slightly longer to arrive.

If you have any questions or problems, contact us directly for help.

4、超過5天還未更新物流信息，讓買家再等待

Dear xxx,

As we all know, it’s the busiest part of the shopping season and the logistics companies are running at maximum capacity.

Your delivery information has not been updated yet, but don’t worry- we will let you know as soon as an update is available.

Thank you for your patience!

5、貨物退回，換物流方式重新給買家發(fā)貨，并延長收貨時間

Hello, xxx,

Due to the overwhelming demand for logistics this shopping season, the original dispatch has failed.

Don’t worry! We have already dispatched your order with a different logistics company. You can track the new delivery of your order here: www.xxxxx.com.

We have also extended the time period for you to confirm delivery.

If you have any questions or problems, contact us directly for help

6、長時間在途，確認(rèn)是否收到貨物，減少買家未收到的擔(dān)憂

Hello, xxx,

If you haven’t received your order yet, please don’t worry. We just checked the tracking information and it’s on its way!

Don’t worry about your money or your purchase either – if you do not receive your package, we will resend your order, oryou can apply for a full refund.

If you have any questions or problems, contact us directly for help

7、距離確認(rèn)收貨超時還有1周，依然未妥投，告知買家物流的大致情況，并且告知買家會給他延長收貨時間，請買家不要提交糾紛

Hello, xxx,

We have checked the tracking information and found your package is still in transit. This is due to the overwhelming demand for logistics this shopping season.

We have also extended the time period for you to confirm delivery.

If you have any questions or problems, please contact us directly for assistance, rather than submitting a refund request. We aim to solve all problems as quickly as possible!

Thanks!

8、客戶投訴產(chǎn)品質(zhì)量有問題(表示歉意，并愿意配合解決問題，承諾下次購買能給予折扣)，請根據(jù)訂單實際情況進(jìn)行更改。

Dear xxx

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

9、貨物斷貨，推薦類似產(chǎn)品。（建議大家及時把斷貨的商品進(jìn)行下架）

Dear xxx,

We are very sorry that item you ordered is out of stock at the moment. I willcontact the factory to see when it will be available again. I would like torecommend some other items of similar styles. Hope you like them too. You canclick on the following link to check them out XXXXXX. If there’s anything I canhelp with, please feel free to contact us. Thanks!

10、折扣產(chǎn)品推薦

Dear xxx,

Thanks for your message. Well, if you buy both of the XXXX items, we can offer you a XXX % discount. Once we confirm your payment, we will ship out the items for you in time.

Please feel free to contact us if you have any further questions.

Thanks & Best regards!

11、買家議價（填寫希望買家購買的件數(shù)和您所能提供的折扣）

Dear xxx:

Thank you for taking interests in our item. I’m afraid we can’t offer you that low price you bargained as the price we offer has been carefully calculated andour profit margin is already very limited. However, we can offer you a XXX %discount if you purchase more than XXXXpieces in one order. If you have anyfurther questions, please let me know. Thanks!

12、向買家推薦新品(圣誕節(jié)/新年等節(jié)日暢銷產(chǎn)品推薦)

Dear xxx,

As Christmas/New year/…… is coming, we found XXXXXXXXXX has a large potential market. Many customers are buying them for resale on eBay or in their retail stores because of its high profit margin. We have a large stock of XXXXXXXX.Please click the following link to check them out XXXXXXXXXX. If you order more than 10 pieces in one order, you can enjoy a wholesale price of XXX. Thanks.

13、貨物在海關(guān)

Hello, xxx,

We have checked the tracking information and found your package has now arrived at your country’s customs agency.

Please let us know as soon as your order arrives at your delivery address.

If your package experiences any delays at customs, please contact them to resolve any problems.

Thanks!

14、貨物已經(jīng)處于簽收狀態(tài)，提醒買家進(jìn)行確認(rèn)收貨并且給予好評

Hello,xxx,

The tracking information shows that you have received your order! Please make sure your items have arrived in good condition and then confirm satis factory delivery.

If you are satisfied with your purchase and our service, we will greatly appreciate it if you give us a five-star feedback and leave positive comments on your experience with us!

If you have any questions or problems, please contact us directly for assistance, rather than submitting a refund request. We aim to solve all problems as quickly as possible!

Thanks!

好的溝通方式能夠促進(jìn)外貿(mào)業(yè)務(wù)員與客戶之前的合作，我們要把握住好的溝通方式，為客戶提供優(yōu)質(zhì)的產(chǎn)品和服務(wù)。