Template mẫu chăm sóc khách hàng

Column
date
Aug 8, 2021
slug
template-cham-soc-khach-hang-etsy
status
Published
tags
Bán hàng Etsy
summary
Kịch bản chăm sóc khách hàng khi bán hàng trên Etsy
type
Post
Mình thống kê kịch bản mẫu để mọi người tham khảo trong quá trình chăm sóc khách hàng trên sàn thương mại điện tử ở phía dưới, kịch bản này bạn hãy tham khảo và thay đổi sao cho phù hợp với cá nhân bạn hoặc đội nhóm của bạn nhé
 

Đã mua hàng

Đơn hàng tới rồi (delivered) mà khách báo chưa nhận được
At first I apologize to you for the inconvenience you experienced
I just checked your order, and I saw that the item already has delivered.
Please check [IN/AT MAILBOX] again.
I would like to send you the tracking code of the order below:
If you have any question for me, don't hesitate to contact me!
Đơn hàng tới rồi (delivered) mà khách báo chưa nhận được
At first I apologize to you for the inconvenience you experienced.
I just checked your order, and I saw that the item already has delivered.
Please check [IN/AT MAILBOX] again.
I would like to send you the tracking code of the order below:
If you have any question for me, don't hesitate to contact me!
Muốn Refund sản phẩm (lỗi áo) (lần 1 - yêu cầu khách gửi hình để gửi replacement)
At first I apologize to you for the inconvenience you experienced.
Please send me a photos of the error products so I can send it to the fulfillment team to request a replacement or a refund for you.
Once again, I am so sorry for the inconvenient situation.
Looking forward to hearing from you soon.
Muốn Refund sản phẩm (lỗi áo) (lần 2 - khi đã có hình)
I will send this to our fulfillment team to request a replacement for you ASAP! Once again, I am so sorry for the inconvenient situation.
Thank you for your understanding.
Khách muốn đổi sản phẩm, kích thước khác, do không vừa ( lỗi của khách)
At first I apologize to you for the inconvenience you experienced.
We cannot replace this product, because the product is only made when the customer orders. If the product received by the customer is damaged, we will replace a new one / Or refund for the customer.
In this case we cannot change the other.
We hope you understand.
Kiểm tra tình trạng của sản phẩm (đã có tracking)
At first I apologize to you for the inconvenience you experienced.
I just checked your order, and I see that this order already has the tracking code,
I have attached below:
 
If you have any questions let me know, I'm here to assist you!
Kiểm tra tình trạng của sản phẩm (chưa có tracking hoặc tracking chưa update)
At first I apologize to you for the inconvenience you experienced.
I just checked your order, and I see that this order has already been sent out, however the tracking link might need up to 48hrs to update the status and the route. Please check it again later!
If you have any questions, please let me know, I'm always here to assist you!
Khách muốn refund do chưa nhận được hàng
At first I apologize to you for the inconvenience you experienced.
I'm trying to locate the package with the shipping carrier. Please give me 24-48hrs to work with them. If your package is still missing, we will issue a full refund for you. I am sorry for the inconvenience.
Thank you for your understanding. SAU ĐÓ ĐI KIỂM TRA XEM ĐƠN HÀNG ĐÃ SẢN XUẤT CHƯA, NẾU RỒI THÌ BÁO KHÁCH TRACKING LINK, NẾU CHƯA HÃY BÁO KHÁCH THEO MẪU (Khách đã mua hàng nhưng quá lâu chưa fulfilled (bị sót order))
Khách đã mua hàng nhưng quá lâu chưa fulfilled (bị sót order)
At first, I apologize to you for the inconvenience you experienced.
I want to inform you that your order has been reported missing by the shipping carrier. I know this is a very inconvenient situation, because of the overloading of the holiday and the COVID-19, everything is a bit messy.
We would love to issue a replacement for you, however I cannot ensure your order will arrive on time as expected. Therefore, we would love to issue a refund for you.
The refund process might take 24-72hr to process. Please be patient.
Once again, we are so sorry when you have to experience an inconvenient situation.
Looking forward  to hearing from you soon!
Thank you for shopping with us.
Have a nice day.
Cancel đơn theo yêu cầu khách (đơn hàng chưa fulfilled)
I have received your message, the order will be refunded in the next 24-48 hours, rest assured.
If you have any questions, please let me know, I'm always here to assist you!
Cancel đơn theo yêu cầu khách (đơn hàng đã fulfilled)
At first I apologize to you for the inconvenience you experienced.
I have just checked the order and see that your order is being processed at the moment. Therefore, I cannot cancel your order anymore.
I am sorry for the inconvenient situation.
Thank you for your understanding.
 
Khách đã order nhưng bị NOT PAID
Hi, I have not received your payment yet.
Please check again and reorder, we will process your order right when your payment is received.
Looking forward to hearing from you soon.
Have a nice day.
Xác nhận lại địa chỉ bị sai
Hi, can you please confirm your address again since we cannot track the address you provide to process the shipment. Looking forward to hearing from you soon!
Xin feedback của khách
Dear ,
Thank you for shopping with us! We’d love to hear what you think of our product.
Your feedback will help us determine what features to add and how we can make the product better for you.
Please give me a feedback on my store.
Thanks again!
Đơn hàng đã được xử lý, khách muốn thay đổi màu áo / size áo
Đơn hàng chưa được xử lý, khách muốn thay đổi màu áo / size áo

Chưa mua hàng

Khách hỏi thời gian giao hàng
Hi, thank you for reaching out.
An order would take 3-5 days to process and 5-7 for shipping.
Due to the overloading of the holiday and the Covid-19 situation, your order might arrive a little bit late than expected.
Thank you for your interest.
Have a nice day.
Size áo bị out of stock
 
Nếu bạn có bất kỳ một câu hỏi nào, hãy phản hồi về cho mình nhé, mình rất mong được sự ủng hộ của bạn!
 

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