1、不能滿足顧客的出價(jià)，能提供小折扣

Dear friend,

How are you today?This is ______.

Thank you for your interests in my item.

Perhaps we can’t accept the price you offer. I’m sorry for that. In fact the price is reasonable .We only have a little/low benefit(利潤(rùn)) .But, we are willing to offer you some discounts if you buy more products at one time. If you buy more than 5 products , we will give 5% discount to you .

If you have any other questions,please tell us.

Have a nice day.

Dear friend

2、缺貨超過7天未發(fā)的(先查庫存，如果還沒有貨盡量引導(dǎo)退款，如果買家還堅(jiān)持發(fā)，就說是因?yàn)椴馁|(zhì)的問題被退回，需要時(shí)間改進(jìn)，讓他過一段時(shí)間再過來買)

有跟蹤號(hào)的(特別是EUB)：主動(dòng)發(fā);

無跟蹤號(hào)平郵買家回復(fù)郵件(適用缺貨未發(fā)，下架清倉為0等未發(fā)情況)：

首先讓買家等幾天，然后說可能是丟件了，引導(dǎo)退款

Dear my friend,

How are you today? I am _______, the customer service staff.

Firstly, thank you very much for your purchase; we really value your business.

Then we have to say sorry that your package had been declined by the Custom House which we can hardly control.

We are willing to ask if you’d like us to resend it to you. But we can’t promise that your item wouldn’t be declined by them again.

So, if you don’t want to wait any more, we can issue a full refund as soon as possible.

Please tell us which would you prefer?

Once again, we send our sincere apology and hope to hear from you soon.

Yours sincerely,

亞馬遜客服回復(fù)技巧：

1.郵件篇幅盡量簡(jiǎn)潔，分析客戶的問題點(diǎn)跟需求，提供一個(gè)超出客戶期望的解決方案（比如免費(fèi)重發(fā)一個(gè)同類型的性價(jià)比更高的產(chǎn)品）

2.站在客戶角度去思考，如何方便客戶，不給客戶添麻煩，比如讓客戶確認(rèn)最少的信息，就能得到一個(gè)對(duì)客戶有利的解決方案。

3.對(duì)產(chǎn)品非常熟悉，根據(jù)每個(gè)差評(píng)去逐一分析客戶的問題點(diǎn)，有針對(duì)性的給客戶解決問題（比如客戶買錯(cuò)了，不會(huì)使用，還是質(zhì)量問題）然后以最快速度給客戶提供讓客戶滿意的解決方案。

4.最后一定要跟進(jìn)客戶問題是否得到解決，如果客戶表示滿意，請(qǐng)求客戶是否方便分享下新的體驗(yàn)，附上速易特快速改評(píng)鏈接，方便客戶修改。