波兰电商市场分析：电商平台和品牌商店哪个更受欢迎？

“邮件回复”是我们每个运营人必备的最基础的运营能力，但是邮件回复中需要注意哪些小细节呢？特别是节假日的时候，需要回复的邮件更多，我们一起来看看叭~~这些不可忽视的小细节。

1.邮件回复注意事项

a.邮件不是私人的

买卖双方并不能看到对方真实的邮箱，这是防止双方线下交易或者谈判。而且买卖双方也不能发真实邮箱地址给对方，买家发过来的一般会被屏蔽掉，卖家发出去有可能得到政策违规警告。（添加娜姐微信amznajie，进纯卖家交流群）

b.Mark as no response needed

我们都知道如果买家发了一些thank you, thanks之类的话，或者没有实质意义不需要直接回复的邮件，点击Mark as no response needed即可。

这个功能之前有提及过就是在很特别情况下可以用于超过24小时没有回复的邮件，但是只能是几封邮件的数量并且只能是偶尔很少数的情况下使用。因为亚马逊有强大的数据监测，不要过于投机取巧。Mark了以后，邮件还是要回复的，找到邮件再进行回复。

c.内容不能包含私人信息

这个是说有些客户不知道怎么发退货申请， 然后让你在邮件中发地址过去， 这个做法是不妥的。只能是通过邮件向客户说明在哪里发一个return request过来，我们再去授权退回。

当然客户可以发地址和电话号码给我们， 如果真的太难联系上， 电话是个好办法。

或者说给一个店铺链接，引导客户到那里完成交易也是不行的。链接不能随便发，除了物流信息等，其他链接都最好不要发。

d.邮件不能利诱

相信大家都清楚利诱是什么了，我给你什么好处，你也要给回些好处。特别是在处理差评时， 不要一不小心就说出口了。

2.各类邮件回复模板

a.客户订购多种产品，卖家发邮件确认产品订单的邮件模板

Dear buyer，

Thank you so much for your great support on us.

We have received your order of “XXXXXX”.

We will work on your order asap, we just want to confirm the amount of the compass, did you order 10 pcs?

If nothing is wrong, we will ship them asap.

Best Regards

Seller’s name

b.客户因订购的商品大小不合适导致退货的邮件模板

Dear buyer，

Thank you so much for your great support on us.

So sorry for the inconvenience that the swimming suit did not fit you.

Will it be possible to give others as a gift? Or how about we make you a partial refund as a way to make up for this?

Just suggestion, if you insist on returning it back, we will go to the further step.

Waiting for your reply.

Best Regards

Seller’s name

c.卖家发错地址的邮件模板

Dear buyer，

Thank you so much for your great support on us.

What a big mistake we made!

Sorry, but will you still want the items? If yes, we will resend you immediately, if not, we will make you the full refund.

Waiting for your reply and hope your kind understanding.

Best Regards

Seller’s name

d.卖家发货告知到达时间的邮件模板

Dear buyer，

Thank you so much for your great support on us.

Usually it takes about 7-12 days for the item to reach you.

Any question, feel free to contact us and we will reach you at the soonest.

Best Regards

Seller’s name

e.卖家发货后，请求客户写feedback的邮件模板

Dear buyer，

Thank you very much for your order!

We have shipped the goods and it will arrive at your side soon. Hope you likeit! And we are looking forward to your feedback.

Have a nice day!

Best Regards

Seller’s name

f.亚马逊漏发货没有发货缺点击发货后客人需要运单的邮件模板

Dear :

Thank you so much for your great support and sorry for keeping you waiting.

We checked the tracking information found there is no update information as you said.

We will contact the post office to find out the problem.

We wonder would you still want the item, if yes, inform us the size and we will resend you asap, if not, we will make you the refund.

Waiting for your reply.

Any inconvenience hope your kind understanding.

Best regards

g.亚马逊的商品被跟卖，发警告信的邮件模板

Hello,

We have noticed that you are not authorized to sell this card knife and you have listed this particular item (ASIN:B00GICPZT0) which is sold exclusively by the brand authorized sellers. Please refer to our attachment.

Please send the confirmation to us after you remove the product as issued from your listing.

If you do not comply with these demands, we will have no notice but to claim with http://amazon.com seller performance department, which will seriously impact your Amazon selling privileges.

Please handle and reply us as soon as possible, otherwise we will complaints and amazon.

h.客户询问货物的tracking number或者有没有发货，给客户的回信邮件模板

Dear Customer,

Thank you for contacting us regarding your inquiry.

Orders are shipped within two days after they are placed. Usually, we are able to ship orders the next day. Weekend orders are shipped on the following Monday. Please allow 3-9 business days after shipment for delivery. You will receive a shipping confirmation email from Amazon when the shipping information has been uploaded.

Your patience and understanding are greatly appreciated. If you have any other questions or concerns, feel free to contact us.

Best regards

I.买家以不想要为由要求退货，卖家接受退款请求，给买家回信的邮件模板

Dear :

Thank you for contacting us regarding your inquiry.

Your return request has been approved. You will be receiving a return shipping label and RMA instructions via Amazon. Please be advised that the return shipping cost is the responsibility of the buyer. The initial shipping cost cannot be refunded and a 25% restocking fee may be applied if the merchandise is used or damaged visually.

Also, please make sure that the correct merchandise is being shipped us, (seller’s name). We are a seller by the name of (seller’s name) on Amazon and we will only accept returns of our merchandise. If merchandise purchased from a different seller is shipped to us, we will need to ship the merchandise back to you and we will also ask you for the shipping cost incurred.

We appreciate your cooperation.

Best regards

j.买家已经下单，货已经发出去了，但在网上没有查到物流信息，买家发邮件来查询这件货的情况，回复买家的邮件模板

Dear customer,

Sorry for disturbing you, we tracked your shipping. The shipping information may not update so prompt, could you please keep your patience and wait for a few more days? We will keep tracking for you, any news we will inform you asap.

Your understanding will be highly appreciated.

Best regards

k.买家没有收到货，发邮件询问情况，回复邮件的模板

Dear customer,

Sorry for disturbing you, we tracked your shipping. The package is now on the way to your place(it is now reaching your local post office).

International shipping information may not update so prompt, usually it takes around 7-15 days for shipping. Could you please keep your patience and wait for a few more days? We will keep tracking for you, any news we will inform you asap.

Your understanding will be highly appreciated.

Best regards

3.节日邮件营销技巧

a.邮件营销

发送营销邮件对于每一个营销活动来说都是不可获取的一部分。尤其是在节日期间，消费者们也在急切地等待营销电子邮件的到来，以便提早了解折扣信息，为自己节省节日开销。当然，并不是所有营销电子邮件都能获得点击，设计精美、图片精良，文本精简（没有人想读大段文字）并带有“% off”字样的电子邮件更能吸引消费者注意。

虽然发送营销邮件是必要的，但倘若你发送地过于频繁，可能会让你的客户感到厌烦。如果你的邮件营销策略计划得够好，内容也很吸引人，一周2封邮件已经足够了。电子邮件应该营造浓浓圣诞氛围：坐在火边，打开礼物，与深爱的家人朋友在一起。此外要坚持熟悉的圣诞配色方案：金色、红色、黄色和绿色。卖家可以使用Coolors或在Google中搜索以圣诞为主题的配色以获得灵感。

b.售后策略

* 根据售后类型的不同制定好相应的邮件回复模板，如退换货制定团队成员相互协作分工，及时处理好邮件、退换货、丢货、发错货、差评、索赔等问题。

* 对于那些查询物流状态的邮件，告知客户你的查询结果，并将订单查询网站发给客户，供他自己查询，这样会显示出你的贴心和负责；

* 对于那些没有及时妥投或者已经丢包的货物，第一时间向客户道歉，并与客户协商重发或退款事宜，最大程度争取客户的谅解；

* 主动联系给到Feedback差评的买家，开诚布公地解释你的难处，为他们提供优惠券或者邮寄小礼品。如果他答应帮你删除差评，要把删除差评的详细步骤发给他，并提供相应链接，不要让他们自己去找，那无疑会增加他的麻烦和浪费他的时间；

c.关键词投放

礼品相关的关键词一定要放在你的PPC广告里，而且尽量找到比较接近你的产品的关键词，比如说你在搜索框可以输入：Christmas gift for girl under XX （女孩年龄XX以下的）、Christmas gift for under XX （礼品低于XX 美金的）christmas gift for girlfriend/ women / man / boyfriend/ mom 等等这样的词，一定要用起来，还有一个非常好的词就是圣诞节很多父母在袜子里面塞一些小礼品，如果你的产品恰恰是体积比较小的，适合送个小孩的这种礼品。

因为这种放在袜子里的产品，一般买家自己也不知道放什么，尽量加个适中或者比较便宜，然后体积不要太大，买家会考虑这类产品，所以你要站在这个买家的角度考虑，要思考你的产品适不适合投放这种词，然后另外一个问题，你投放这个广告的时候尽量投放广泛和词组，消费者自己都不知道具体要买什么，通过这种亚马逊搜索框建议的词，买家会选择自己的产品。