在跨境电商运营中，售后服务的质量直接影响到顾客的满意度和品牌的口碑。特别是在面对海外客户时，沟通的效率尤为关键。
为了帮助跨境电商企业更好地处理常见的售后问题，提高沟通的成功率，我们总结了以下实用的英文应对话术，让您的售后服务更加高效、专业。
PART 01
缺少配件 | Missing Accessories
购买平台、购买时间
Purchase platform, purchase time
订单截图、订单号
Order screenshot, order number
产品的型号（如有）
Product model (if any)
请客户在说明书上圈出缺少的配件，发送图片
Circle the missing accessories in the manual and send us pictures. If the manual is not available, kindly take photos of all the components the customer received.
确认客户的邮箱、送货地址
Confirm the customer's email and delivery address
参考模板Script template
Thank you for contacting our customer service team. I am xxx. In order to help you solve the problem of missing accessories more quickly, please provide the following information:
Purchase platform and purchase time: On which platform
(such as Amazon/homedepot/official website, etc.) did you purchase? And the specific order time?
Order number: Please provide a screenshot of the order (including the order number) so that we can quickly check your purchase record.
Product model: If your product has a specific model (such as ABC-123), please let us know.
Accessory confirmation:
If you have received the product manual, please circle the missing accessories in the manual and take a photo to send to us;
If there is no manual, please lay out all the accessories you received and take a photo, and we will check against the list.
Information confirmation: To ensure the smooth subsequent reissue, please confirm whether your following information is correct:
Email: xxx
Delivery address: xxx
1.购买平台、购买时间
Purchase platform, purchase time
2.订单截图、订单号
Order screenshot, order number
3.产品的型号（如有）
Product model (if any)
4.包装箱图片（如有）
Packing box picture that shows the shipping label (if any)
5.损坏产品的照片
Photos of damaged products
6.确认客户的邮箱、送货地址
Confirm the customer's email and delivery address
参考模板Script template
Thank you for contacting our customer service team. I am xxx. In order to help you solve the problem of missing accessories more quickly, please provide the following information:
Purchase platform and purchase time: On which platform
(such as Amazon/homedepot/official website, etc.) did you purchase? And the specific order time?
Order number: Please provide a screenshot of the order (including the order number) so that we can quickly check your purchase record.
Product model: If your product has a specific model (such as ABC-123), please let us know.
Photo of outer packaging (if available)
Please take a photo of the shipping label on the box (logistics information must be clearly displayed), which will help us verify the logistics responsibility.
Proof of damage
Please provide clear photos of the damaged product (multiple angles are recommended to show the damage details).
Information confirmation
To ensure smooth reissue/refund, please check the following information:
Email: xxx
Current delivery address:xxx
1.购买平台、购买时间（如有）
Purchase platform, purchase time (if any)
2.订单截图、订单号（如有）
Order screenshot, order number (if any)
3.产品的型号（如有）
Product model (if any)
4.在谷歌云盘里面找到相应的安装视频发送，如果没有创建case
Find the corresponding installation video in Google Drive and send it. If no case is created
5.拍摄一段视频，演示客户遇到问题的安装步骤。
Take a video demonstrating the installation step the customer is having trouble with.
参考模板Script template
Thank you for contacting our customer service team. I am xxx. In order to help you solve the problem of missing accessories more quickly, please provide the following information:
Purchase platform and purchase time:
On which platform
(such as Amazon/homedepot/official website, etc.) did you purchase? And the specific order time?
Order number: Please provide a screenshot of the order (including the order number) so that we can quickly check your purchase record.
Product model: If your product has a specific model (such as ABC-123), please let us know.
Installation Video Support
We will send the corresponding installation video for you shortly.
Video Demonstration of the Issue
To help troubleshoot, kindly record a short video showing:
The step where you’re encountering difficulty.
Any error messages or unexpected behavior.
1.购买平台、购买时间
Purchase platform, purchase time
2.订单截图、订单号
Order screenshot, order number
3.退货的原因，是因为产品哪方面不满意
Reason for return, because of dissatisfaction with the product
4.如果退货是由于客户方面的原因，如订购错误，而与产品问题无关，请告知客户退货运费将由客户负责。
If the return is due to reasons on the customer's side—such as ordering by mistake—and not related to any product issue, please inform the customer that the return shipping fee will be their responsibility.
参考模板Script template
Thank you for contacting our customer service team. I am xxx. In order to help you solve the problem of missing accessories more quickly, please provide the following information:
Purchase platform and purchase time: On which platform
(such as Amazon/homedepot/official website, etc.) did you purchase? And the specific order time?
Order number: Please provide a screenshot of the order (including the order number) so that we can quickly check your purchase record.
Reason for return
Please explain the reason for return in detail
If you are dissatisfied due to product problems, please help us improve
Return shipping fee explanation
If the reason for return is the customer's responsibility (such as: wrong purchase, change of mind, etc., not product quality issues), the return shipping fee must be borne by you
If the return is due to product quality issues or our responsibility, we will bear all return shipping fees
1.购买平台、购买时间（如有）
Purchase platform, purchase time (if any)
2.订单截图、订单号（如有）
Order screenshot, order number (if any)
3.产品的型号（如有）
Product model (if any)
4.创建case给seller查看保修的问题
Create a case for the seller to check the warranty issues
参考模板Script template
Thank you for contacting our customer service team. I am xxx. In order to help you solve the problem of missing accessories more quickly, please provide the following information:
Purchase platform and purchase time: On which platform
(such as Amazon/homedepot/official website, etc.) did you purchase? And the specific order time?
Order number: Please provide a screenshot of the order (including the order number) so that we can quickly check your purchase record.
create a case: Based on the purchase information you provided, I will help you give feedback to the corresponding department and will reply to you within 24 hours.
1.除了安装视频以及售后帮助，不提供任何配件补发或者退款
Except for installation videos and after-sales assistance, no accessories are provided for reissue or a refund
2.需要顾客自行解决问题
Customers need to solve the problem by themselves
参考模板Script template
We apologize for any inconvenience this may cause.
Since you did not purchase it on our website, we cannot check the warranty information for you. If you have a problem with your product, please contact the person who sold it to you directly. Thank you !
您好，请问是[王先生/女士]吗？我是[XX品牌]售后服务[某某]，看到您购买的某某产品已经签收，想占用您1-2分钟做个简单售后回访，您现在方便吗？"
方便：语速放缓，保持微笑语气开始谈话
若客户忙："您什么时候方便？我们稍后再联系。"
Hello, is this [Mr./Ms. Wang]? I am [XXX] from [XX brand] after-sales service. I see that you have already received the XXX product you purchased. I would like to take 1-2 minutes to do a simple after-sales follow-up visit. Is it convenient for you now? "
Convenient: Speak slowly and start the conversation with a smile
If the customer is busy: "When is it convenient for you? We will contact you later."
（1）产品使用回访（首次联系） Product use follow-up (first contact)
"请问产品使用过程中是否遇到问题？比如[常见问题：加热速度/噪音/连接功能]？"
"您对[核心功能，如加热效果]是否满意？"
"Did you encounter any problems during product use? For example,
[Common problems: heating speed/noise/connection function]?"
"Are you satisfied with [core functions, such as heating effect]?"
（2）售后问题处理（非首次联系）After-sales problem handling (not the first contact)
"关于您反馈的[时钟过快]，我们已[更换配件/面板]，目前是否恢复正常？"
"再次为之前的体验道歉！我们已对[问题]进行优化。"
"Regarding your feedback about [clock too fast], we have
[replaced accessories/panel]. Is it back to normal now? "
"Apologize again for the previous experience!
We have optimized [problem]. "
引导客户留下真实电话以及邮箱
1."为了确保后续服务能及时联系到您，方便提供一下您的常用电话号码邮箱吗？我们仅用于售后跟进，不会用于营销推广。"
2."当产品有重要安全更新时，我们会通过电话/邮件第一时间通知您。”
Guide customers to leave real phone numbers and email addresses
1. "In order to ensure that the follow-up service can contact you in a timely manner, can you provide your commonly used phone number and email address? We only use it for after-sales follow-up, not for marketing promotion. "
2. "When there is an important security update for the product, we will notify you by phone/email as soon as possible."
客户不愿留电话
应答："完全理解！如果您后续需要服务，可以随时拨打我们的官方热线XXXX”
The customer does not want to leave a phone number
Answer: "I fully understand! If you need service later, you can call our official hotline XXXX at any time"
结尾引导评价：
“感谢您的信任！如果我们的服务解决了您的问题，方便在[平台名称]分享您的真实体验吗？您的反馈会帮助更多像您一样的消费者做参考~”
祝您生活愉快，如果在将来还有其他问题请岁时候联系我们，谢谢！
Ending guide evaluation:
"Thank you for your trust! If our service solves your problem, is it convenient to share your real experience on [platform name]? Your feedback will help more consumers like you to make reference~"
Good bye, Have a nice day! If you have other questions in the future, please contact us at any time. Thank you!
通过掌握这些常见售后问题的英文应对话术，跨境电商企业的客服团队可以更快速、更专业地解决顾客问题，从而提升客户满意度和品牌的声誉。
在处理售后问题时，准确、及时的沟通将帮助您赢得更多客户的信任。如果您在售后服务中遇到更多问题，欢迎随时与我们联系！
