Purchase Follow-up
其他
私密分享：跨境电商常用邮件模板-售后篇
作为外贸B2C业务(跨境电商)的运营人员，无论是在亚马逊、速卖通等第三方平台上运营店铺，还是运营Shopify、Wordpress等独立站点，在日常工作中都需要经常通过邮件和客户进行沟通、交流。
以下是19个外贸B2C业务(跨境电商)中常用邮件模板-售后篇：你可以根据自己的行业、公司、产品情况以及自身的经验判断进行调整和完善，做出一套适用于自己的邮件模板，从而让你在以后每一次与客户进行邮件沟通的时候都能够高效省时，最大程度上提升你的客户开发跟进工作的整体效率和效果。
Dear John Smith,
This is Lily Lee from ABC company. Thank you so much for your purchase of our [Product Name]! We went through great lengths to make sure that our product is made of the best quality material and exceeds your expectations. We hope you’ll enjoy it!
In case you didn't know, there’s many different ways you can use our product. To show you what I'm talking about, I've put together this list (see attached) containing seven great ideas for how to use our product.
Many of these ideas will help ensure you get the most out of our [Product Name].
In the meantime, you can check up on your order's progress here: [Order Link].
We will follow up with you soon to make sure everything is going well with your new product. If you do have any questions or issues, make sure to contact us.
Best regards,
Lily Lee
Purchase Review Request - 1
Dear John Smith,
You recently purchased [product] from [Company].
We hope that you are enjoying it as much as we do! In fact, we’d like your honest opinion!
Your insights could help many other customers decide whether our products are worth buying.
Therefore, if you have 5 minutes to spare, please leave your review on [Product/service].
[Link to reviews]
Best regards,
Lily Lee
Purchase Review Request - 2
Dear John Smith,
I hope you are enjoying your recent purchase of [name of the product]. If you found it useful, we would like you to help us and others who would like to buy it too.
So, could you please visit this page [insert link] and leave a review? It should take you less than three minutes. We really appreciate your help.
Thank you.
Best regards,
Lily Lee
Purchase Review Request - 3
Dear John Smith,
It’s been a little while since you received our product. We hope you have been enjoying it, and also found some fun ideas in the free ebook we sent over.
A little of your time and a few brief words would go a long way to helping other customers make a decision! If you have not already left us a review, it would help us tremendously if you took a few minutes to do so.
Simply click on the link below to leave a review:
[Product Review Link]
Again, if there was anything wrong with your order, please you let us know directly at so we can fix it for you!
Best regards,
Lily Lee
Purchase Survey Request - 1
Dear John Smith,
We hope that you enjoy our product!
Our company is always looking to improve our product. As such, would appreciate if you could give us [Amount of time] of your time to fill out the following survey.
[Link or CTA to survey]
Your answer will be used to help us improve our products and services.
Best regards,
Lily Lee
Purchase Survey Request - 2
Dear John Smith,
As you know, we love to get feedback. After all, a strong relationship is based on good communication.
For that reason, we would be super happy if you could fill in our survey!
It will only take 5 minutes… Promise!
[Link or CTA to survey]
Best regards,
Lily Lee
Purchase Survey Request - 3
Dear John Smith,
Hope you’ve been enjoying our product and services so far.
We want to continue offering the best service. Could you please take five minutes and fill up the below feedback form for us?
[share link to form]
Please be honest with your responses. If you didn’t like something, don’t be afraid to point it out. We take feedback very seriously and are ready to make changes to help serve you better.
Thank you.
Best regards,
Lily Lee
Customer Service Questionnaire
Dear John Smith,
Thanks for your recent purchase with us! I hope you're enjoying your new product.
I'd love to hear more about your experience working with our team. Please fill out the following survey, and give us your honest feedback. I promise it's short, and it'll help improve customers' experiences in the future.
I know your time is valuable, and I appreciate your attention.
Thanks.
Best regards,
Lily Lee
Refund Notification
Dear John Smith,
We hope this message finds you well.
We are reaching out because you qualify for a refund for your purchase of [product name]. This refund is eligible for [period of time] and can be initiated by replying to this email or calling our customer service team.
Please feel welcome to reply to this email with any questions you may have and I would be more than happy to help.
Thanks.
Best regards,
Lily Lee
Refund request not approved
Dear John Smith,
Thanks for reaching out.
Unfortunately, we can't offer a refund at this time. According to our policy, [policy description + explanation of why the policy is in place].
I’ve checked with my manager to confirm this policy, and while we can’t offer a full refund, we can provide you with a discount of [discount amount] for the next time you shop in our stores.
We sincerely appreciate your understanding in this matter. Please feel welcome to reach out to me with any questions you may have and I would be more than happy to help.
Thanks again.
Best regards,
Lily Lee
Refund request approved
Dear John Smith,
I've processed your refund, and you should expect to see the amount appear in your bank account in the next couple business days.
I'm sorry to hear that you didn't love your new product. I completely understand that it isn't for everyone.
If you're still on the search for the right choice for you, let me know. I'd be happy to talk you through some of our other options and see if any of them feel like a good fit for you. In the meantime, thank you for your time and for giving us a try.
I hope to connect with you again in the near future.
Best regards,
Lily Lee
Return of Overpayment
Dear John Smith,
Thank you for your recent payment of [payment amount].
Upon review of your transaction, we’ve determined that the amount you have paid is more than what was required for this [product/service]. The actual amount that was due was [payment amount], thus leaving you with a credit of [credit amount]. Please find a [check amount or notice of deposit] enclosed in this email.
We strongly believe in providing an honest experience for our customers can assure you that we are working constantly to prevent potential fraud. We hope this message resolves any concerns you may have about this transaction and are more than happy to answer any additional questions.
Thanks again.
Best regards,
Lily Lee
Product Exchange
Dear John Smith,
Thanks for letting us know about this faulty product. We'll do our best to assess the problem and determine exactly what went wrong with your [product name].
In the meantime, please accept this replacement product that I've personally assessed for performance.
We'd like to offer our sincerest apologies for any inconvenience this may have caused. We hope you continue to enjoy using our product and we are happy to answer any questions or concerns you may have.
Please feel welcome to contact our support team at [phone number], or reply to this message and we’d be more than happy to help.
Thanks.
Best regards,
Lily Lee
Technical Support
Dear John Smith,
Thanks for reaching out! I'd be more than happy to help you.
Before we dive in, can you give me a little more context on the situation? When did this issue begin happening? Has it been occurring consistently, or does it happen on and off? Have you tried any solutions on your own?
These questions will help me find a more personalized solution to your problem.
Thanks.
Best regards,
Lily Lee
Customer Service Follow-up
Dear John Smith,
I hope you're enjoying your brand-new product. I remember that you were torn between two versions, but I firmly believe you went with the perfect choice for you.
If you're interested, I'd love to hear more about how you're liking the product. Let me know some pros and cons and if there's any way I can be of assistance to guide you through this process. I'm here for whatever you may need and look forward to hearing from you soon.
Cheers.
Best regards,
Lily Lee
Customer Complaint Response
Dear John Smith,
I am so sorry to hear that you were put on hold with a customer support rep for over twenty minutes. That should never have happened, and I completely understand how frustrating this must be for you. I will relay this message to the appropriate rep.
We are prioritizing the malfunction you are facing in your machine. Our team is jumping on that problem right away, and I will let you know as soon as it's fixed.
I appreciate you letting me know about your negative experience. We strive to ensure every customer is satisfied with our business, and I apologize for any way in which we may have inconvenienced you.
Let me know if you have any more questions, comments, or concerns.
Best regards,
Lily Lee
Complain feedback
Dear John Smith,
We are sorry to hear that you experienced [Customer complaint].
Our team is already sorting out [Customer issue]. In the meantime, feel free to let us know your suggestions for improvement.
We will update you within the next [time frame].
We appreciate the heads up.
Best regards,
Lily Lee
Apologize for the inconvenience
Dear John Smith,
Thank you for providing us this feedback.
We sincerely apologize for the inconvenience this has caused and we appreciate your understanding in the matter. We know that [problem] has prevented you from achieving [customer’s goal], and that we have fallen short of your expectations.
I have relayed this feedback to the rest of my team and can assure you that this mistake won't happen in the future. That being said, if there’s anything else that I can help you with at the moment, please feel welcome to reach out and I would be more than happy to help.
Thanks again.
Best regards,
Lily Lee
Angry Customer Response
Dear John Smith,
I am so sorry to hear that you have had such a poor experience that you no longer want to work with us.
Customer satisfaction is always a number one priority for us. I'm deeply sorry that that wasn't clearly demonstrated to you.
As much as I hate to see you go, I completely understand how upset you must feel. I apologize again for any trouble we may have caused you. Good luck with your business, and I wish you all the best.
Let me know if you have any more questions, comments, or concerns.
Best regards,
Lily Lee
上述模板仅供参考，具体应用在自己的工作中，还应该根据实际情况做对应调整，终极目的是帮助自己建立工作流程标准化作业。
在这个前期制定过程中，需要花费较多的时间和精力，因为你需要不断的优化打磨。但是一旦你制定完善后，你就可以固化流程，后期不仅可以提高你的工作质量，还能规避犯错风险。
1.私密分享：外贸常用邮件模板-完整流程
2.私密分享：外贸常用邮件模板-询盘报价
3.私密分享：外贸常用邮件模板-特殊情况
4.私密分享：外贸常用邮件模板-客户跟进
5.私密分享：外贸常用邮件模板-订单沟通
6.私密分享：外贸常用邮件模板-投诉处理
彩蛋：对话框内发送关键词『管理机会』
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