跨境电子商务客户服务：处理发货前的特殊订单.pptxVIP

;;当客户在同一订单中订购过多的货物或者过重的货物而不能享受包邮服务时，卖家应该（ ） A.尽快发货，保证交易顺利进行 B.果断将订单进行拆分以达到免除邮费的标准 C.及时提醒客户，建议客户选用其他快递方式，或者将订单进行拆分以达到包邮服务的标准 D.暂不发货，等待客户来沟通;情景 描述;;情境3：海关税收问题 客户在发货前会担心货物到达海关后需要额外支付费用或者税收，因此会向客服人员发起疑问。; 情境3处理方式： 1.发挥团队合作精神，向有关同事或相关管理部门??解相关政策之后再为客户答疑解惑，不能隐瞒或者含糊解答。 2.工作要严谨认真，发现问题如实向顾客说明清楚，必要的时候帮助客户查找当地海关信息，引导客户本人向当地相关部门咨询。; 情境3处理注意事项： 卖家对这个问题不能信口开河，要充分了解相关政策后进行解答，避免引起误会。;Dear customer, We are glad to help you with your concerns about the customs issue. We do understand that you fear possible extra fees would be charged for your order by the customs. However, we do not think that you need to worry too much about the issue. In fact, most customs do not charge buyers extra fees for items of similar sizes or prices. However, to be honest, in some few cases, buyers are supposed to pay import taxes or extra fees in spite of small sizes or low prices.Therefore, we suggest that you consult the local customs office about the specific regulations. If you are confronted with any other questions, please do not hesitate to contactus. We are always ready to help you. Best Regards (Your name) ;Dear customer, Thanks for your inquiry and I am happy to contact you. I understand that you are worried about any possible extra cost for this item. Based on past experience, import taxes falls into two situations. First, in most countries, it did not involve any extra expense on the buyer side for similar small or low-cost items. Second, in some individual cases, buyers might need to pay some import taxes or customs charges even when their purchase is small. As to specific rates, please consult your local customs fice. Best Regards (Your name);情境4：发货困难 针对一些特殊国家（如国家发生战争等），会出现物流暂时无法向所在国家发货的情况，需要及时和买家进行沟通。;情境4处理方式： 需要卖家及时与买家沟通，是否可以寄往其它国家或地区。;Dear customer, I am sorry to inform you that our store is not able to provide shipping service to your country. However, if you plan to ship your orders to other countries, please let us know. Hope we can accommodate futur