在跨境貿(mào)易中，郵政掛號小包、各類專線郵包等是大多數(shù)企業(yè)常用的物流方式，這類物流方式相對比較便宜，但是卻無法承諾交貨期，導(dǎo)致跨境企業(yè)經(jīng)常會收到客戶關(guān)于訂單運(yùn)輸?shù)囊恍﹩栴}“where is my order？”“i haven’t received my order！”，這種情況容易引發(fā)客戶與企業(yè)之間的糾紛。今天，聚焦偉業(yè)就探討物流過程中容易出現(xiàn)的三種狀況及其解決方法——
第一種：客戶查不到物流信息“not found”
在查不到物流信息的情況下，一般是由于物流公司沒有及時(shí)將物流信息更新到官網(wǎng)上。如果企業(yè)碰到這種情況，可以給客戶發(fā)一封郵件來說明原因，具體的郵件模版如下：
dear valued customer:
hello! we appreciate the time you have taken to contact us about your order with tracking number xxxxxx（訂單號）and i am happy to assist today.
as per tracking result powered by 17track.net, i’m very sorry to inform you that your item is still lack of tracking information right now. if you got a tracking result as "not found" it's telling you that your tracking information is unavailable, it doesn't mean that we haven't been mailed your item.
there may be a delay between scanning events and the availability of tracking information related to those scanning events. the tracking information may not appear online immediately. normally it takes a few days after the item(s) have been sent for tracking details to be available from the shipping carrier.
therefore, please hold on for a few more days and try to check your order sometime later?
thanks for your business again!
have a nice day!
第二種情況：物流顯示已投妥，而客戶表示未收到“delivered”
查詢結(jié)果簽收，而客戶聲稱未收到郵件的情況非常普遍。如果企業(yè)遇到這種情況，聚焦偉業(yè)建議在向客戶說明情況的郵件中，要加上物流運(yùn)輸過程，此外，要與客戶確定收件的地址與郵編等資料，以便找到出現(xiàn)這種情況的原因。以下是聚焦偉業(yè)整理的比較常用的郵件模板：
dear valued customer:
hello! we appreciate the time you have taken to contact us about your order with tracking number xxxxxx（訂單號）and i am pleased to assist today.
number: rj014099257cn
status: delivered (30 days)
destination: united states
2014-09-29 16:01 phoenix, az 85031, delivered, your item was delivered at 4:01pm on september 29, 2014 in phoenix, az 85031.
2014-09-19 14:51 phoenix, az 85031, notice left (no authorized recipient available)
2014-09-19 07:42 phoenix, az 85031, out for delivery
2014-09-19 07:32 phoenix, az 85031, sorting complete
2014-09-19 04:23 phoenix, az 85043, departed usps facility
2014-09-19 04:21 phoenix, az 85031, arrived at unit
2014-09-18 21:42 phoenix, az 85043, arrived at usps facility
2014-09-18 02:26 kearny, nj 07032, departed usps facility
2014-09-17 17:24 kearny, nj 07032, arrived at usps facility
2014-09-17 17:24 origin post is preparing shipment
powered by 17track.net
as per current tracking result, i found the tracking result indicate that your package has been delivered successfully. if you haven’t received your package ,i’d advise you contact with the shipping carrier directly to verify more delivered information such as “delivered address and signature name”. due to privacy policy, the carrier may not display the addressee’s name online, though they would keep them at their interior system.
and i’m 100% positive that i have shipped your order to your designated shipping address as the following:
before you contact with the shipping carrier, may i advise you check you’re your families, roommates, and neighbors .etc. see if anyone has signed the item for you. (在此處可以確認(rèn)一下收件人的地址及郵編等資料)
carrier name: usps （示例郵政運(yùn)營商）
helpline: 1-800-222-1811 （示例郵政運(yùn)營商的幫助熱線）
i will be here to assist you find your order, keep me posted. thanks for your business again!
have a nice day!
第三種情況：遭到退件 “alert”
退件的原因很多，到達(dá)目的國家后沒有投妥成功的，引起的原因多為關(guān)稅，或者投遞不成功保留過期等；還有可能是由海關(guān)問題引起的，沒有從中國成功封發(fā)出口或者沒有辦法進(jìn)入目的地國家。如果企業(yè)碰到退件，可以參考聚焦偉業(yè)整理的郵件模板，如下所示：
dear valued customer:
hello! we appreciate the time you have taken to contact us about your order with tracking number xxxxxx（示例單號）and i am pleased to assist today.
we regret to inform you, as per current tracking result, i found the tracking result indicate that your package is under unusual condition. it was returning back to us. the possible reason for returning will be written on the package(incorrect/illegible/incomplete address/expired retention period/the addressee failed to collect the item/the addressee does not reside at the given address/refused to accept by addressee, etc.) (確定問題出現(xiàn)的具體原因) we can inform you further once we received the returned package. depending on this unusual situation, we are sorry for this shipping incident and any inconvenience it caused. we would willing to resolve this problem by make full refund or replace one and send to you.
again, please excuse us and let us know which method you are preferable tore solve this unfortunate situation.
have a nice day!