最近一些朋友开始做跨境电商，Helena恭祝这些朋友“产品大卖、财源滚滚!”同时也跟大家开始分享做跨境电商的一些基础小知识。
跨境电商基础课堂要开课咯!
【订单跟进英文模板】
未付款订单怎么办?客户投诉质量问题如何沟通?物流速度太慢怎么让买家理解?如何让买家留好评?......为大家精心准备了很全面订单的回复模板，您可以找到各种情况下对海外买家的回复办法哦。
1.未付款订单的催款模板。(请根据您产品自身特点对描述内容进行修改)
Dear xxx
We have got your order of XXXXXX。 But it seemsthat the order is still unpaid. If there’s anything I can help with the price,size, etc., please feel free to contact me. After the payment is confirmed, Iwill process the order and ship it out as soon as possible. Thanks!
2.查看到买家付款完成的订单后，给买家发送订单确认邮件并且告知预计发货时间
Hi, xxx,
Thank you for your payment for orders xxxxxxx. We will be dispatching these itemswithin the next 3 days. If you have any questions or problems, contact usdirectly for help.
3.填写了发货通知后告知买家当前状况，(订单号、发货单号、运输方式和发货日期)
Hello, xxx,
We are happy to tell you we have dispatched your order! You can track itsprogress with the following tracking number: xxxxxx
You can also track the delivery of your order yourself here: www.xxxxx.com.
It usually takes about 30 days for your order arrive, but as this is theshopping season, the logistics companies are very busy and some orders may takeslightly longer to arrive.
If you have any questions or problems, contact us directly for help.
4.超过5天还未更新物流信息，让买家再等待
Dear xxx,
As we all know, it’s the busiest part of the shopping season and the logisticscompanies are running at maximum capacity.
Your delivery information has not been updated yet, but don’t worry- we will let you know as soon as an update is available.
Thank you for your patience!
5.货物退回，换物流方式重新给买家发货，并延长收货时间
Hello, xxx,
Due to the overwhelming demand for logistics this shopping season, the originaldispatch has failed.
Don’t worry! We have already dispatched your orderwith a different logistics company. You can track the new delivery of yourorder here: www.xxxxx.com.
We have also extended the time period for you to confirm delivery.
If you have any questions or problems, contact us directly for help.
6.长时间在途，确认是否收到货物，减少买家未收到的担忧
Hello, xxx,
If you haven’t received your order yet, please don’t worry. We just checked the tracking information and it’s on its way!
Don’t worry about your money or your purchase either – if you do not receive your package, we will resend your order, oryou can apply for a full refund.
If you have any questions or problems, contact us directly for help.
7.距离确认收货超时还有1周，依然未妥投，告知买家物流的大致情况，并且告知买家会给他延长收货时间，请买家不要提交纠纷
Hello, xxx,
We have checked the tracking information and found your package is still intransit. This is due to the overwhelming demand for logistics this shoppingseason.
We have also extended the time period for you to confirm delivery.
If you have any questions or problems, please contact us directly forassistance, rather than submitting a refund request. We aim to solve allproblems as quickly as possible!
Thanks!
8.客户投诉产品质量有问题(表示歉意，并愿意配合解决问题，承诺下次购买能给予折扣)，请根据订单实际情况进行更改。
Dear xxx
I am very sorry to hear about that. Since I did carefully check the order andthe package to make sure everything was in good condition? Before shipping itout, I suppose that the damage might have happened during the transportation.But I’m still very sorry for the inconvenience this has brought you. Iguarantee that I will give you more discounts to make this up next time you buyfrom us. Thanks for your understanding.
9.货物断货，推荐类似产品。(建议大家及时把断货的商品进行下架)
Dear xxx,
We are very sorry that item you ordered is out of stock at the moment. I willcontact the factory to see when it will be available again. I would like torecommend some other items of similar styles. Hope you like them too. You canclick on the following link to check them out XXXXXX. If there’s anything I canhelp with, please feel free to contact us. Thanks!
10.折扣产品推荐
Dear xxx,
Thanks for your message. Well, if you buy both of the XXXX items, we can offeryou a XXX % discount. Once we confirm your payment, we will ship out the itemsfor you in time.
Please feel free to contact us if you have any further questions.
Thanks & Best regards!
11.买家议价(填写希望买家购买的件数和您所能提供的折扣)
Dear xxx:
Thank you for taking interests in our item. I’m afraid we can’t offer you thatlow price you bargained as the price we offer has been carefully calculated andour profit margin is already very limited. However, we can offer you a XXX %discount if you purchase more than XXXXpieces in one order. If you have anyfurther questions, please let me know. Thanks!
12.向买家推荐新品(圣诞节/新年等节日畅销产品推荐)
Dear xxx,
As Christmas/New year/…… is coming, we found XXXXXXXXXX has a large potentialmarket. Many customers are buying them for resale on eBay or in their retailstores because of its high profit margin. We have a large stock of XXXXXXXX.Please click the following link to check them out XXXXXXXXXX. If you order morethan 10 pieces in one order, you can enjoy a wholesale price of XXX. Thanks.
13.货物在海关
Hello, xxx,
We have checked the tracking information and found your package has now arrivedat your country’s customs agency.
Please let us know as soon as your order arrives at your delivery address.
If your package experiences any delays at customs, please contact them toresolve any problems.
Thanks!
14.货物已经处于签收状态，提醒买家进行确认收货并且给予好评
Hello, xxx,
The tracking information shows that you have received your order! Please makesure your items have arrived in good condition and then confirm satisfactorydelivery.
If you are satisfied with your purchase and our service, we will greatlyappreciate it if you give us a five-star feedback and leave positive commentson your experience with us!
If you have any questions or problems, please contact us directly forassistance, rather than submitting a refund request. We aim to solve allproblems as quickly as possible!
Thanks!
良好的沟通能减少很多与买家之间不必要的纠纷， 我们需要很好的利用我们的沟通方式，结合我们客观的优质产品和服务，大力提升交易量以及买家的回头率。以上模板仅供参考，请结合具体订单和情况进行修改使用。
【欧美买家购买习惯和心理】
对于一个专业的跨境电商B2B卖家来说，除了用优质的商品和周到的服务去吸引国外买家之外，了解并且掌握国外买家的购买心理和消费习惯也能帮助卖家把握商机。跨境电商平台的买家群体主要集中在美国、英国、法国等欧美发达国家,所以把握这些国家买家的购买心理和消费习惯就显得尤为重要，下面就以欧美买家为例，介绍一下国外买家的购买心理和消费习惯。
一.商品质量永远是关键
欧美买家最关心的永远是商品的质量，其次是包装，最后是价格。因为购物环境的不同，欧美本土商品的价格要比中国贵很多倍，所以基本上中国商品的价格都是在他们心理价位之下的。跨境电商卖家在跟欧美买家沟通时一定要把商品质量放在首位，只要他们对商品质量放心满意了那么这个客户就十拿九稳了。
二.商品包装不能懈怠
无论欧洲人还是美国人对于商品包装都是比较讲究的，对包装的关注甚至超过了价格，这也是国外买家与国内买家的最大区别。因此，跨境电商卖家在进行商品包装时必须做到认真细致，只有新颖、雅致、美观、大方的包装才能吸引国外买家的目光，而提供特色包装服务更能成为跨境电商网店的一大卖点。如果卖家为图省时省力只是随意地将商品装入纸箱，那么可以肯定的是国外买家对您的印象将大打折扣。
三.自制上网时间统计表
比如美国这样的国家由于地理版图较大需要跨过三个时区，所以不同时区的买家在网上活跃的时间也有所不同。为了提高卖家发布商品时的关注率，卖家应该积极总结各个时区的上网时间统计表，选择一个买家上网时间相对集中的时间段来跟买家联系，投放广告，登陆跨境电商平台，只有了解了买家的消费习惯才能事半功倍取得最佳的效果。
四.采用附赠礼品的营销手段
“希望能够获得一些额外的利益”是全世界买家的共有消费心理，欧美买家也不例外。此时卖家就可以利用买家的这一 消费心理，根据买家的不同消费金额附赠价值不等的小礼品，这种营销方式要比直接降价更有效果。而且卖家也不一定要出钱去购买赠品，可以向自己的供货商要求附送一些赠品，通常比较好的供货商都不会拒绝这样的要求，如此一来既节省了开支又提高了销量，可谓一举两得。
五.销售旺季在圣诞
圣诞节是欧美人一年中最为隆重的节日，跨境电商卖家自然不能错过了这个大好良机。圣诞节前两个月时间，很多国外买家就会开始为过节添置圣诞节节日产品呢，灯串，圣诞树之类的，这些商品又是这些买家的过节首选，所以跨境电商卖家应该提前做好准备，保证商品库存，减少运输在途时间，这样会获得更多的利润
