郵件回復是跨境電商客戶服務工作最常用的技能，以下將以客戶服務過程中最典型的環節舉例說明。

一、售前溝通郵件

1、買家詢問物品細節的問題

(1) 關于尺寸

示例：一位美國買家告訴你她平時穿US 8碼的連衣裙，想、咨詢從你這她應該買哪一個尺碼，你回復她 M號比較適合。

問題：

Hello，seller , I wear US size 8 , could you give me some advice on which size I should buy from you?

回答 ：

Hello , dear customer , size M of this dress will fit you pretty well. Please f eel free to contact us if you have any other questions. Thanks!

(2) 關于合并運費

示例：

當買家一次性購買多件商品時，可能會向你提出合并運費的要求，你可以通過修改并發送電子發票(invoice) 的形式，對買家購買的多件商品只收取一次運費。在電子發票發送成功后，及時告知買家運費巳合并，讓買家直接通過電子發票進行支付 。

問題 ：

Hello , seller , can the shipping fee be paid together as I’ve bought several items from you?

Please. send me just in one package, thanks!

回答 ：

Hello , dear customer , thanks for your business!

We have combined the shipping already and only charge you the shipping fee once. You can check the invoice I’ve just sent to you and please. make the payment through the invoice directly.Please feel free to contact us if you have any other questions. Thanks!

2、 關稅問題

問題 ：

Are there any import taxes or customs charges that I need to be aware of if I purchase this and have it shipped to Louisiana in the United States?

回答 ：

Thank you for your inquiry. I understand that you are worrying about any possible extra expense for this item. According to past experience, it did not involve any extra expense at buy- er side for similar small or low cost items. Please do not worry about it too much.

However , in some individual cases, buyer might need to take some import taxes or customs charges in import countries. As to specific rates, please consult your local custom office. Appreciate for your understanding.

Yours Sincerely,

Seller Name or ID

3、關于大量訂單詢價

問題：

Hello, I want to order ××××pieces for this item , how about the price?

回答 ：

Dear buyer ,

Thanks for your inquiry. We cherish this chance to do business with you very much. The order of a single sample product costs $ ××××USD with shipping fees included. If you order ××× pieces in one order , we can offer you the bulk price of ×××× USO/piece with free shipping. I look forward to your reply. Regards!

4、支付方式

問題：

Do you accept check or bank transfer? I do not have a PayPal account.

回答 ：

Thank you for your inquiry.

For the sake of simplifying the process, I suggest that you pay through PayPal. As you know, it always takes at least 2-3 months to clear international check so that the dealing and shipping time will cost too much time.

PayPal is a faster, easier and safer payment method. It is widely used in international on- line business. Even if you do not want to register a PayPal account, you can still use your credit card to go through checkout process without any extra steps.

Hope my answer is helpful to you.

Yours Sincerely,

Seller Name or ID l

5、還價

問題：

Hello, I can give 100 dollars. Is it OK?

回答：

Thank you for your interest in my item.

We are sorry for that we can’t offer you that low price you bargained. In fact the price listed is very reasonable and has been carefully calculated and our profit margin is already very limited.

However , we’d like to offer you some discount if you purchase more than 5 pieces in one order ，×% discount will be given to you.

Please let me know if you have any further questions. Thanks! Yours Sincerely ,

Seller Name or ID