站内信,是在亚马逊等跨境电商平台上买卖双方进行有效交换的主要渠道,也是卖家向买方传递信息的一个主要门路,因此,双方都非常的看重。
通过站内信,买家可以看到卖家发送的商品促销信息,卖家经常通过站内信去提醒买家进行支付和对商品进行评价等等。
所以站内信非常重要,亚马逊对于站内信也规矩了严苛的请求,很多信息是不能够宣布,那么,怎么样发站内信?发站内信时需要注意什么呢?一起来看看!
01
站内信是什么?
站内信通知是为方便商务信件往来而设的服务功能,类似于邮箱,是卖家和买家沟通的渠道。
卖家经常会在站内信中收到来自买家对于商品价钱、产品参数、订单服务的咨讯问题;而卖家也可以通过站内信自动引诱买家支付和邀请留评等。
如果是卖家要主动与买家进行联系,亚马逊给卖家设定了严格的站内信主题,只有主题之内的内容才符合亚马逊的站内信政策。
确认订单详情
礼貌的退款
协调大件或重型商品的配送
通知配送订单存在问题
发送发票
其他
亚马逊站内信入口在哪?
后台首页点击买家消息就可以进入站内信:
当你进入站内信页面,最先显示的是需要你回复的邮件,并且会显示回复剩余时间。你也可以通过左边搜索框删选具体某一订单的邮件记录。
右边通常显示的是客户的订单详情。而中间则是邮件正文内容。你可以给邮件添加附件,但是附件的总大小必须小于10MB。
02
站内信发送技巧
1.内容不能有利益诱惑
当你的产品被买家留了差评以后,我们通常会想到的做法就是通过退款、赠送礼品等方式来引导买家删除差评,或者通过这种利益诱惑的方式邀请买家留下评论。
但是亚马逊与买家进行站内信往来的过程中,这种以奖励性行为诱导买家删评或者留评的行为是亚马逊所禁止的。轻则会被限制警告,重则账号也有被关闭的风险。所以在发送亚马逊站内信的时候,内容千万不能包含有利益诱惑。
2.不能含有真实邮箱地址
买家和卖家通过亚马逊站内信沟通的时候,邮箱后缀往往是亚马逊官方的,这也是亚马逊为了避免双方线下交易或者谈判而制定的规则。
所以买家在发送站内信的内容中也不能包含其他站外的真实邮箱,因为一旦包含其他站外邮箱地址一般都会被系统检测出来从而屏蔽了邮箱信息。另外如果站内信中包含真实邮箱,很有可能受到亚马逊的警告。
3.站内信不能含购买链接
站内信除了买卖双方进行订单沟通外,部分卖家也会想要通过亚马逊站内信来为产品引流,比如给买家发送新品链接和新品优惠码。然而这种行为也是亚马逊所不允许的。
4.不能向买家索取评论
卖家通过发送站内信向买家索取评论,这样的行为虽然不鼓励但也可以发的。记住,索评邮件的内容要避免涉及亚马逊严禁的“奖励性、退款、折扣、礼物等”词;索评邮件发送时间应选择周二至周五早上10点左右发送邮件最好。
5.标志不须要回复
一般情形下,卖家收到信件后,下方会看到“Mark as no response needed”,意思就是不须要再回复。
这个是亚马逊为了避免商家为满足平台请求而回复一些无关紧要的话,这样过多的邮件往来必定水平上会影响买家的购物体验,所以特殊做了这一功效。当买家发来邮件表现问题已经解决后,不须要再进行回复了,商家就可以点击“Mark as no response needed”。
6.设置常用邮件模板
很多时候,在沟通中,会涌现很多惯例性、频繁的话语,这时,商家就可以在平时设置一些惯例模板,来迅速回复信息,减少邮件编纂发送的时光。
03
常见站内信模板
1.亚马逊卖家发货到达时间邮件模板
Dear ___,
Thank you so much for your great support on us.
Usually it takes about 7-12 days for the item to reach you.
Any question,feel free to contact us and we will reach you at the soonest.
Best regards
2.回复买家询问物流情况的邮件模板
Dear ___,
Thanks for your message.Hope you are great.
Sorry for disturbing you,we tracked your shipping.The package is now on the way to your place(it is now reaching your local post office).
International shipping information may not update so prompt,usually it takes around 7-15 days for shipping.Could you please keep your patience and wait for a few more days?We will keep tracking for you,any news we will inform you asap.
Your understanding will be highly appreciated.
Best regards
3.先填单,漏发货后,向客人解释的邮件模板
Dear ___,
Thank you so much for your great support and sorry for keeping you waiting.
We checked the tracking information found there is no update information as you said.
We will contact the post office to find out the problem.
We wonder would you still want the item,if yes,inform us the size and we will resend you asap.
If not,we will make you the full refund.
Waiting for your reply.
Any inconvenience hope your kind understanding.
Best regards
4.产品发货后,客户提出要换货的回信邮件模板
Dear ___,
Thanks for contact with us.
Sorry to tell you that the item have been dispatched,and we can’t change it for you now.
We knew you receive it and it is not suitable for you.
To express our apologize,we provide few suggestion following by:
1.We will arrange a suitable replacement for you for free
2.We can refund full price for you.
Which one do you prefer?
Sorry for all inconvenience it led to.
Looking forward to your reply.
Sincerely,
5.买家要求退货,卖家回信邮件模板(自发货)
Dear—-
Thank you for contacting us regarding your inquiry.
We found your return request.Could I know the reason why you want to refund?
Are there any issues of our product?
If yes,could you sent the photo of the issues thus we can help you better and submit to QC.
Will it be possible to give new one as a compensation?
Or how about we make you a partial refund as a way to make up for this?
Looking forward to your reply soon.
Best regards
6.亚马逊卖家邀feedback的邮件模板
Dear—-
Thank you for your purchase!Order id_______________.
I am writing to concern whether you have receive your item.
Are you satisfied with our product and service.
If you have any question with your order,please contact with us.
We would try our best to solve it.
If you are satisfied with our services,would you please give us a honor to share your feeling on the following link:
Thanks in advance.We will really appreciate with it.
Have a nice day!
Best regards
7.客户询问货物的tracking number的回信邮件模板
Dear————,
Thank you for contacting us regarding your inquiry.
Orders are shipped within two days after they are placed.Usually,we are able to ship orders the next day.Weekend orders are shipped on the following Monday.Please allow 3-7 business days after shipment for delivery.You will receive a shipping confirmation email from Amazon when the shipping information has been uploaded.
Your patience and understanding are greatly appreciated.If you have any other questions or concerns,feel free to contact us.
Best regards
8.邀请顾客成为老客户群邮件
Dear_______,
Thanks for your kindly support for店铺名.
To express our grateful,we want to invite you join in our“VIP team(自己取名)”
Our VIP team member(自己取名)can experience our new product in advance and enjoy discount.
Just contact us with order ID by contacting our email on attachment.(把邮箱放在附件上)
We are waiting for your email.
Have a good time.
Best regards,
9.买家不知道如何使用产品的回信邮件模板
Dear————,
Thank you for contacting us regarding your inquiry.
We are really grateful with your question Thus we can realize our shortage of product listing.
We will update our listing to perfect our product information.
There is the latest instruction of our product.Please check the attachment for your reference.
If you still have any question,please be free to contact with us.
We will do our best to help you ASAP.
Best regards,
10.给买家补发自发货售后件的通知模板
Dear————,
Hope you are fine and doing well.
We have already arrange the replacement to you for your reference.
(产品具体参数)
The tracking number is _______________,please click the attachment to get more detail.
It will take 7-10 day to arrive your city because of the long distance.
Thanks for your kindly understanding and support.
If you still have any question,please be free to contact with us.
We will do our best to help you ASAP.
Best regards,
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