【售后】此次疫情有可能产生的售后纠纷，我们提供了话术模板！

不少卖家反馈近期海外消费者地疫情或包裹安全方面的咨询多出很多，为避免捏造事实或引用无依据的信息，以免造成不必要的恐慌，请各位卖家在回复时避免使用夸大的词汇（例如epidemic, disaster, pandemic）同时，我们也提供相关售后问题的话术解答模板，如若需要，可先收藏后使用：

场景1：中国疫情现状/是否持续扩散/是否已经控制/国家或者平台有采取什么应对措施/等所有涉及疫情的咨询；

答：Please refer to the official announcement of WHO and other authorities.

场景2：卖家发货/确认取消订单/物流/纠纷响应延迟；

答：Dear customer, due to the extended Chinese Spring Festival most of our staff are off their duty, so from Jan 19th PT to Feb 18th PT, you may see an extension for the preparation period, cancellation time, dispute time and estimated delivery time of orders. We are trying our best to deliver your order as fast as possible. Appreciate your understanding.

场景3：待发货-疫情原因想要申请取消订单；

答：Please note that there’s no evidence indicating packages or their contents carry any risks of virus. If you do not want to receive the order any more, you can request to cancel it on order detail page. As for the unexpected Coronavirus outbreak in China, please refer to the official announcement of WHO and other authorities. And we are paying close attention to the situation and will cooperate with AliExpress platform and relevant authorities.

场景4：待收货-疫情原因不想要包裹了；

答：Please note that the package of the order in transit and it could not be canceled now. If you do not want it, you may try to return the package before its acceptance; when the package was returned, you can contact AliExpress service for a refund. Besides, please kindly be aware, there’s no evidence indicating packages or their contents carry any risks. We are paying close attention to the situation and will cooperate with relevant authorities.

场景5：收货后-疫情原因想要退货；

答：After opening a dispute, you are generally entitled to 14-day product return period if the dispute fails. In this case, please be aware, you may need to cover the returning shipping fees.（来源： 移步电商学院）

以上内容属作者个人观点，不代表雨果网立场！如有侵权，请联系我们。

相关推荐: 美国出现越来越多的“家庭煮男”，超市调整策略适应新消费趋势

在中国，有很多“家庭主妇”每天忙碌于超市及厨房之间，为自己的丈夫、孩子及其他家人买菜、洗衣、做饭。但是，在美国，越来越多的妇女们开始从厨房“解放”出来，因为她们的丈夫开始变成“家庭煮男”。在2008年的金融危机之后，美国已有越来越多的男性开始上街买菜，下厨烧出…