EBay客服信及處理技巧 Jerry Chen.

Presentation on theme: "EBay客服信及處理技巧 Jerry Chen."— Presentation transcript:

1 eBay客服信及處理技巧 Jerry Chen

2 80/20法則 只要把20%常見Q&A準備好，基本上可以解決80%的的客戶問題。

3 處理原則 24小時內回覆 站在客戶的立場回應 客戶總是想要點甜頭 訊息介面不是讓你用來吵架的 “抱歉”是種美德

4 Q1. Where is my item? (Type 1)
Thank you for your inquiry. The item was posted on Nov 5, 2012 via parcel post. USPS might take up to 21 business days to deliver you the item. After 24 business days and haven't obtained the item, please contact a local post office by using the label number(RR TW) in order to pick up your item. Sometimes, USPS might not leave you a notice when attempted to deliver you the item.

5 Q1. Where is my item? (Type 2)
Based on USPS records, USPS attempted to deliver you the item on May 8. In this case, please contact a local post office which you’re used to pick up unclaimed items in by using the tracking number(RR TW) in order to pick up your item now.

6 Q2. When will you post it? Thank you for your inquiry. The item was posted already via parcel post. USPS might take up to 21 business days to deliver you the item. Due to the system error, we will update the tracking lately and apologize for the inconvenience.

7 Q3. Can I cancel my order? Based on your request, your payment was refunded to your PayPal. We will cancel the order on eBay too. Please agree to cancel it on eBay. Thank you for your help.

8 Q4. Why I need to pay import duty?
In our terms & condition, it mentions “Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to bidding/buying.”

9 Q4. Why I need to pay import duty?
如果客人還是很盧，一定要我們負責該怎麼辦呢? 假如買家還沒有拿到貨.. Please ask a local post office to refuse the package so the post will return it back to us. Once received the return, we will refund you all the payment.

10 Q4. Why I need to pay import duty?
如果客人還是很盧，一定要我們負責該怎麼辦呢? 假如買家付了稅並拿到貨… Please take some pictures to show “a notification of custom charge” and send those pictures via eBay message system for our reference.

11 Q4. Why I need to pay import duty?
如果客人還是很盧，一定要我們負責該怎麼辦呢? In this case, we would like to refund you $25 to cover your import duty. If you like the way we solve the issue, please leave us a positive feedback.

12 Q5. How long it takes? The post might take business days to deliver you the item. Would you like to add another $15 in order to speed up the shipping? If yes, please pay another $15 to via paypal. Once received, we will send you the item via EMS(4-7 business day delivering).

13 Q6. Do you do combined shipping?
If you purchase 3 items together, we will deduct 10% off on your total shipping and you save you $X on it. 或 If you purchase 3 items together, we will upgrade the shipping from air parcel to EMS for free.

14 Q7. Can you mark it as a gift?
Thank you for your inquiry. We will mark it as a gift and declare the value under $45. However, please note a local custom might still charge you a import duty even we do so.

15 Q8. Do you accept $50 to sell this?
…..(這個時候沉默是金)

16 Q9. I change my mind…I don’t need...
If you would like to return it, please make sure you don’t use or open it. Pack it carefully and ship it to “XXX address”. Once received it in the original condition, we will refund you all the payment without the postage. Thank you for your help. Let us know if you have any concern.

17 客訴信的處理方式 Jerry Chen

18 You sent me a wrong item ( or Broken item)!!
Thank you for your inquiry. Could you take some pictures for the items you received? Send those pictures via eBay message system for our reference?

19 You sent me a wrong item ( or Broken item)!!
Thank you for your inquiry. Could you take some pictures for the items you received? Send those pictures via eBay message system for our reference? Type1 Answer：Based on the pictures you sent, our shipping department did send you the wrong items. We would like to refund you the payment (and you keep the item). Would you accept that? If you like the way we solve the issue, please leave us a positive feedback. Thank you.

20 You sent me a wrong item ( or Broken item)!!
Type2 Answer：Based on the pictures you sent, our shipping department didn’t send you the wrong items. If you still want to return the item, please don’t use or open it. Pack it carefully and ship it to XXX. Once received it, we will refund you all the payment with your return postage.

21 缺貨了該怎麼辦? Type1 Answer: Before ship out your item, our shipping department found the rest of items we have will be expired next month. In this case, we can’t sell you the item and the payment was refunded. We apologize for the inconvenience.

22 缺貨了該怎麼辦? Type2 Answer: Your item might be lost in transit. In this case, the payment was refunded and the order will be canceled on eBay. We apologize for the inconvenience.

23 新手賣家常見限制 Jerry Chen

24 Limit: 一般新手賣家限制 MV 認證: 解決分案:提供身分證明/公司營業執照/水電or室內電話帳單(近三個月內) 刊登數量限制:
信用卡認證- 5 items & $250美金 銀行帳戶認證- 10 items & $500美金 解決分案: 多累積評價及銷售業績成長 New Seller Hold: 買家透過paypal付款會被保留21天 解決方案: 1)新增帳戶90天內. 2)交易比數超過25筆. 3)總交易金額達$250美金以上. 當交易後21日內,買家未留下負評或未提出爭議

25 PayPal賣家保護政策 Jerry Chen

26 PayPal 賣家安全保障 (PayPal seller protection)
規則 1 : 依燈號指示出貨 規則 2 : 將交易物品寄送到此買家登記在 PayPal 上的shipping address

27 檢視付款 – 交易細節 Now Ship to below transaction address Payment is protected
OK to ship Now Ship to below transaction address Payment is protected Wait… PayPal is conducting 24-hour Review Review will determine if payment is protected

28 檢視付款 – 交易細節 Fraudulent or Unauthorized payment
Stop – Don’t ship Fraudulent or Unauthorized payment Payment canceled, You will be no loss

29 遇到詐騙了該怎麼辦!! 狀況: 寄A退B 到戶籍地警局報案 取得報案三聯單(或郵局證明文件) 上傳eBay或是PayPal

30 Green Channel (GC綠色通道)
填寫TW Managed acct request form資料檔(英文填寫) 營利事業登記證(彩色版) 註冊一年以上 ebay帳號操作人身分證正面影本(彩色版) 公司的水費或電費帳單近期二個月的其中一個月份(彩色版) 經濟部商業司─公司資料查詢列印,並於公司名稱旁空白處蓋公司章(彩色版) 授權書簽名用印 (只要寫授權書就好,撤銷那個不用填)

31 Green Channel (GC綠色通道)
填寫公司商品銷售計劃 未來在eBay三個月內預計銷售計畫(SKUs, #Qty, GMV) 預計銷售產品國家 產品類別 預計刊登那些產品 提供10張銷售產品圖片