eBay客服信及處理技巧 - rinatoshop

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1、eBay客服信及處理技巧客服信及處理技巧Jerry Chen80/20法則法則只要把20%常見Q&A準備好，基本上可以解決80%的的客戶問題。處理原則處理原則1. 24小時內回覆2. 站在客戶的立場回應3. 客戶總是想要點甜頭4. 訊息介面不是讓你用來吵架的5. “抱歉”是種美德Q1. Where is my item? (Type 1)Thank you for your inquiry. The item was posted on Nov 5, 2012 via parcel post. USPS might take up to 21 business days to deliver

2、you the item. After 24 business days and havent obtained the item, please contact a local post office by using the label number(RR061502522TW) in order to pick up your item. Sometimes, USPS might not leave you a notice when attempted to deliver you the item.Q1. Where is my item? (Type 2)Based on USP

3、S records, USPS attempted to deliver you the item on May 8. In this case, please contact a local post office which youre used to pick up unclaimed items in by using the tracking number(RR061502522TW) in order to pick up your item now.Q2. When will you post it?Thank you for your inquiry. The item was

4、 posted already via parcel post. USPS might take up to 21 business days to deliver you the item. Due to the system error, we will update the tracking lately and apologize for the inconvenience.Q3. Can I cancel my order?Based on your request, your payment was refunded to your PayPal. We will cancel t

5、he order on eBay too. Please agree to cancel it on eBay. Thank you for your help.Q4. Why I need to pay import duty?In our terms & condition, it mentions “Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyers responsibility. Please check

6、 with your countrys customs office to determine what these additional costs will be prior to bidding/buying.”Q4. Why I need to pay import duty?如果客人還是很盧，一定要我們負責該怎麼辦呢?假如買家還沒有拿到貨.Please ask a local post office to refuse the package so the post will return it back to us. Once received the return, we wil

7、l refund you all the payment.Q4. Why I need to pay import duty?如果客人還是很盧，一定要我們負責該怎麼辦呢?假如買家付了稅並拿到貨Please take some pictures to show “a notification of custom charge” and send those pictures via eBay message system for our reference. Q4. Why I need to pay import duty?如果客人還是很盧，一定要我們負責該怎麼辦呢?In this case,

8、 we would like to refund you $25 to cover your import duty. If you like the way we solve the issue, please leave us a positive feedback.Q5. How long it takes?The post might take 14-21 business days to deliver you the item. Would you like to add another $15 in order to speed up the shipping? If yes,

9、please pay another $15 to via paypal. Once received, we will send you the item via EMS(4-7 business day delivering).Q6. Do you do combined shipping?If you purchase 3 items together, we will deduct 10% off on your total shipping and you save you $X on it. 或If you purchase 3 items together, we will up