跨境電商客戶(hù)服務(wù)英語(yǔ) 課件 Task 14 訂單取消確認(rèn)函;Task 15 接受買(mǎi)家的退貨、退款要求;Task 16 拒絕買(mǎi)家的退貨、退款要求

跨境電商客戶(hù)服務(wù)英語(yǔ)（第一版）導(dǎo)論目錄Contents第一章售前服務(wù)電子商務(wù)客戶(hù)服務(wù)渠道與客服咨詢(xún)模板任務(wù)1產(chǎn)品描述要點(diǎn)、案例與模板任務(wù)7拒絕買(mǎi)家的折扣要求任務(wù)2歡迎詞、問(wèn)候語(yǔ)類(lèi)電郵的書(shū)寫(xiě)任務(wù)3產(chǎn)品信息咨詢(xún)?nèi)蝿?wù)5如何書(shū)寫(xiě)催促付款電郵任務(wù)6接受買(mǎi)家的折扣要求任務(wù)4

關(guān)于價(jià)格、折扣、促銷(xiāo)、付款方式、運(yùn)費(fèi)和關(guān)稅咨詢(xún)目錄Contents第二章售中服務(wù)任務(wù)8訂單確認(rèn)函任務(wù)14訂單取消確認(rèn)函任務(wù)9發(fā)貨通知任務(wù)10發(fā)貨延誤任務(wù)12修改發(fā)貨地址要求任務(wù)13發(fā)貨過(guò)程中常見(jiàn)問(wèn)題的處理：錯(cuò)發(fā)、丟件、貨物破損任務(wù)11關(guān)于發(fā)貨、到貨時(shí)間的咨詢(xún)HowtoReplyOrderCancellationConfirmation訂單取消確認(rèn)函內(nèi)容提要1.

TheGuidelinesfortheHandling應(yīng)對(duì)基本準(zhǔn)則2.CancellationConfirmationE-mailTemplates訂單取消確認(rèn)函模板【內(nèi)容提要】作為電商賣(mài)家，最大的失望莫過(guò)于客戶(hù)取消訂單。但是，如何高效且體面地應(yīng)對(duì)該工作任務(wù)，是客服人員的職責(zé)，也是本任務(wù)介紹的重點(diǎn)。知識(shí)目標(biāo)：理解該工作任務(wù)的基本原則，掌握有關(guān)詞匯與句型。能力目標(biāo)：通過(guò)經(jīng)典案例分析和模板的學(xué)習(xí)，能夠在保持風(fēng)度的

同時(shí)做最后一次營(yíng)銷(xiāo)。Weallknowtheclichébreakupline(關(guān)系破裂時(shí)陳詞濫調(diào)的說(shuō)辭)-"It'snotyou,

it'sme."

Inromanticrelationships,

thisphrasemaybeacop-out,

butwhenitcomestoyourcustomers,

itmightactuallybetrue.

Therearemanyreasonsacustomermightcancelhispaidorder(已付訂單),

butwhatevertheyare,

cancellations

arenofun.

That'sdefinitelytrue,

notjustforthemerchants

butalsoforthecustomers.

Afterall,

they'llhavetogothroughtheentireprocessofcancelingtheorder,

andthenyou'llhavetorefund

them.clichébreakupline

(關(guān)系破裂時(shí)陳詞濫調(diào)的說(shuō)辭)paidorder

(已付訂單)Cancellationconfirmation

(取消確認(rèn))e-mailenablesyoutoacknowledge

customers'cancellationofanyplacedorder.However,itdoesn'thavetobeacompletelynegativeexperience.Infact,therearewaysyoucanturnthisintoamoney-makingopportunityforyouronlinestore.Let'slookatsomeofthebestwaystodothat.cancellationconfirmation

(取消確認(rèn))A．UnderstandMainIdeas1.Whatarethemainguidelinesforhandlingordercancellations?Answer:Maintainyourquality.Recommendotherproducts. TheGuidelinesfortheHandlingMaintainyourcourtesyWhenyoucraftthecancellationconfirmation,rememberthatthisdoesn'tmeanyourcustomeriscompletelydonewithyourcompany.Itcouldbethattheyorderedthewrongstyle,colororsize,orarenolongerinterestedinthatparticularproduct.Youcanmaintainyourpositivityandbrandbycontinuingtoprovidequalitycustomerservicethroughoutallyourcommunications.Remember,taketheopportunitytobuildupyourbrandinallsituations.You'reinvestinginlong-termcustomers(長(zhǎng)期客戶(hù))bythisway.Checkouttheexamplebelowandsensehowitkeepsitsdecency.long-termcustomers

(長(zhǎng)期客戶(hù))B.UnderstandDetails:1.InwhatwaycanyouturnOrderCancellationintoamoney-makingopportunityforyouronlinestore?A.maintainyourpositivityB.continuetoprovidequalityC.taketheopportunitytobuildupyourbrandD.alltheaboveKey:D2.WhichofthefollowingisNOTthemainreasonforcustomers’ordercancellations?A.nolongersatisfiedwithyourserviceB.orderedthewrongcolororsizeC.orderedthewrongstyleD.nolongerinterestedinthatparticularproductKey:A3.‘Remember,taketheopportunitytobuildupyourbrandinallsituations.’Whichofthefollowingcanbestreplacetheexpressionbuildupinthesentence?A.maintainB.establishC.promoteD.spreadKey:BRecommendotherproductsCustomersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.Youcandothiswithautomatedproductrecommendations

(產(chǎn)品推薦),similartowhatyouofferintheplatform.Youcansetupautomaticproductrecommendationseitherbasedonyourtopsellersoryournewestofferings

(最新發(fā)行(的產(chǎn)品)).Thismeansyoucanexcitethemaboutwhatelseyouhave.Ofcourse,everyonelovesanincentive,soyoucanalsoincludeareasonforthemtocomebacktomore.productrecommendations

(產(chǎn)品推薦)newestofferings

(最新發(fā)行(的產(chǎn)品))Theusualoptionsare:freeshippingonthenextorderfreeshippingafteracertainamount(forexample,onallordersabove$50)adiscount(10%-25%)afreegiftwithanyorder(oranyorderafteracertainamount)Therearemorewaysyoucanmotivateyourcustomerstobuymoreinyourcancellationconfrmatione-mails.2.Canyoulisttheusualincentiveoptions?Answer:? freeshippingonthenextorder? freeshippingafteracertainamount(forexample,onallordersabove$50)? adiscount(10%-25%)? afreegiftwithanyorder(oranyorderafteracertainamount)4.WhatcouldbeshownoffwithautomatedProductRecommendations?A.similarproductsB.out-of-seasonitemsC.topsellersornewestofferingsD.specialoffersKey:C5.Whichincentiveoptioncanmakeyourcustomerscomebacktomore?A.afreegiftwithanyorderB.adiscountC.freeshippingonthenextorderorafteracertainamountD.alltheaboveKey:DCancellationConfirmationE-mailTemplatesTemplate#1:Cancellationconfirmationwithoutfee(fullrefund)Dear[CustomerName]Wearesadtohearthatyouwouldliketocancelyourorder.Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.Asfortherequestofcancellation,wewouldbeprocessingtheFULLREFUND

(全額退款)assoonaswecan.Pleasetakenotethatitmaytake**daystorevertyouraccount.fullrefund(全額退款)OrderDetails:OrderNumber:***** Date:*****

[ProductName]+[ProductPicture]

[X]$RefundableAmount

[X]$Shouldyouhaveanyquestionsregardingourservices,feelfreetocheckourFAQ'sonthewebsite.Wehopetoprovideyouwithbetterproductsagaininthefuture.VerySincerely,[YourName][YourCompanyName]Template#2:CancellationconfirmationwithfeeDear[CustomerName]Ithascometomyattentionthatyouhavechosennottopurchasethe[ProductName]thatyouhadboughton[PurchaseDate].Idounderstandthatthismightnotbethebesttimeforyoutobuya[ProductName].However,asperourcancellationpolicy,youwillbecharged[$*]forcancelingyourorder.Becauseallordersareautomaticallyprocessedonoursecuremerchantprocessorandsentforshipmentassoonastheyareplaced.Duringthisprocessweincurirreversiblefees(不能退的費(fèi)用).Formoredetails,pleasecheckoutourCancellationPolicyat[LinktoCancellationPolicyPage]:OrderDetails:OrderNumber:***** Date:*****

[ProductName]+[ProductPicture]

[X]$RefundableAmount

[Y]$Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.Kindregards,[YourName][YourCompanyName]Template#3:CancellationconfirmationaftershippingDear[CustomerName]Thise-mailservesasanotificationthatyouhavecancelledyourorderon[Date].Toourregret,thisonewasn'tthebestfitforyou.However,theparcelhasbeenshippedouttothedestination,andpleasecheckthetrackingnumberfortheshipment:[TrackingNumber]Asperourlatecancellationpolicy,ifyoucancelyourorderAFTERithasbeenshipped,thecancellationwillhavetobetreatedasaReturnwithallapplicablefees

(產(chǎn)生的費(fèi)用).PleasefollowourReturnPolicies&Procedures:(LinktoReturnPolicies).Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.VerySincerely,[YourName][YourCompanyName]irreversiblefees(不能退的費(fèi)用)applicablefees

(產(chǎn)生的費(fèi)用)Template#4:CancellationconfirmationwithproductrecommendationandincentivesDear[CustomerName]Thise-mailservesasanotificationthatyouhavecancelledyourorderon[Date]at[Time].Weseethisonewasn'tthebestfitforyou.Wegetthat.Butwealsoknowthatwe'vegotlotsofothergreatoptionswe'reprettysureyou'lllove.Howsure?Well,let'sjustsaywe'rewillingtoputourmoneywhereourmouthis.Onyournextorder,notonlywillyougetabsolutelyfreeshipping,butyoucangoaheadandtakeanextra**%offwiththediscountcode*****.Anyorder,whateveryouwant,justbesuretouseitbefore[Date].CAT(BuyNow/UseDiscountNow)

Lookingforwardtohearingfromyou!VerySincerely,[YourName][YourCompanyName]C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.productrecommendations,craft,incentive,long-termcustomers,notification1.Whenyoucraftthecancellationconfirmation,rememberthatthisdoesn’tmeanyourcustomeriscompletelydonewithyourcompany.2.Remember,taketheopportunitytobuildupyourbrandinallsituations.You’reinvestinginlong-termcustomersthisway.3.Customersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.YoucandothiswithautomatedProductRecommendations,similartowhatyouofferintheplatform.4.Ofcourse,everyonelovesanincentive,soyoucanalsoincludeareasonforthemtocomebacktomore.5.Thisemailservesasanotificationthatyouhavecancelledyourorderon[Date].D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.訂單取消函即向客戶(hù)確認(rèn)他們所取消的訂單。(acknowledge)CancellationConfirmationemailenablesyoutoacknowledgecustomers’cancellationofanyplacedorder.2.在書(shū)寫(xiě)訂單取消函的時(shí)候，切記這不意味著該顧客已經(jīng)與你的公司徹底斷絕關(guān)系。(becompletelydonewith)Whenyoucraftthecancellationconfirmation,rememberthatthisdoesn’tmeanyourcustomeriscompletelydonewithyourcompany.3.顧客可能不想要或不喜歡某一件特定的產(chǎn)品，但是你可以借機(jī)向其展示一些最好的東西。(showoff)Customersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.4.我們感激您的繼續(xù)惠顧，誠(chéng)如我們尊重您終止協(xié)議的決定一樣。（Asmuchas）Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.5.本郵件旨在通知您已經(jīng)在六月三日取消訂單。(servesasanotification)ThisemailservesasanotificationthatyouhavecancelledyourorderonJune3rd.E.CraftCancellationConfirmation1.Writeacancellationconfirmatione-mailwithfullrefundbasedonthefollowinginformation.Customer:MonicaWadeDate:11/21/2019OrderNumber:CX5-0000758-82314-12ProductName:RoseWaterBalancingFacialTonerRefundableAmount:$16.95TimetoRevertAccount:5DaysCompany:B.WITCHINGBATHCO.Representative:KatelynHustonTitle:CustomerSupportO_x001D_cerE-mail:customerservice@Telephone:(833)330-2284SampleHeyMonicaWade,Wearesadtohearthatyouwouldliketocancelyourorder.Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.Asfortherequestofcancellation,wewouldbeprocessingtheFULLREFUNDassoonaswecan.Pleasetakenotethatitmaytake5daystorevertyouraccount.OrderDetails:OrderNumber:CX5-0000758-82314-12Date:11/21/2019RoseWaterBalancingFacialToner$16.95RefundableAmount$16.95Shouldyouhaveanyquestionsregardingourservices,feelfreetocheckourFAQ’sonthewebsite.Wehopetoprovideyouwithbetterproductsagaininthefuture.VerySincerelyKatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-22842.Writeacancellationconfirmatione-mailaftershippingbasedonthefollowinginformation.Customer:MonicaWadeDate:11/21/2019TrackNumber:CTAFT0000160477YQProductName:RoseWaterBalancingFacialTonerRefundableAmount:$16.95ReturnPolicies:/articles.asp?id=3Company:B.WITCHINGBATHCO.Representative:KatelynHustonTitle:CustomerSupportOfficerE-mail:customerservice@Telephone:(833)330-2284SampleDearMonicaWade,Thisemailservesasanotificationthatyouhavecancelledyourorderon11/21/2019.Toourregret,thisonewasn’tthebestfitforyou.However,theparcelhasbeenshippedouttothedestination,andpleasecheckthetrackingnumberfortheshipment:CTAFT0000160477YQAsperourlatecancellationpolicy,ifyoucancelyourorderAFTERithasbeenshipped,thecancellationwillhavetobetreatedasaReturnwithallapplicablefees.Pleasefollowour

ReturnPolicies&Procedures:/articles.asp?id=3.Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.VerySincerelyKatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-2284Chapter3Task

15

EnglishforCross-borderE-commerceCustomerCareRespondtoReturnorRefundRequest1(AcceptClaim)Claim:arequestforasumofmoneythatyoubelieveyouhavearightto,especiallyfromacompany,thegovernment,etc.索款，索賠CONTENTSWhatshouldyoudoifacustomerrequestsareturnorrefund?2.

EmailTemplates-RefundorReturnrequests

Scenario:CustomerInquiry:Subject:ReturnRequestforOrder#12345Hello,Irecentlypurchasedapairofshoesfromyouronlinestore,butunfortunately,theydon'tfitasexpected.Iwouldliketoreturnthemforafullrefund.Couldyoupleaseletmeknowtheprocessforreturningtheitem?OrderNumber:12345Item:XYZRunningShoesOrderDate:April30,2024DeliveryDate:May10,2024Thankyou,EmilyJohnsonCompany:GlobalFootwearObjectives:Attheendofthislesson,youshouldbeabletowriteareplyemailtoreturn/refundrequestsfromyourcustomers.01.Reading

Keywords:1.frustrating:causingyoutofeelannoyedandimpatientbecauseyoucannotdoorachievewhatyouwant.令人懊惱的；令人沮喪的Refundsarefrustrating,butcompletelynormal.2.refine:tomakeasubstancepurebytakingothersubstancesoutofit.精煉；提純；去除雜質(zhì)

toimprovesthbymakingsmallchangestoit.改進(jìn)；改善；使精煉Youshoulddothisbydeliveringaproductorservicethatpeoplearehappytobuy,andrefiningyourmarketingmessagingtoreachtherightpeople.優(yōu)化3.enforce:to

make

sure

that

people

obeyaparticularlaworrule強(qiáng)制執(zhí)行，強(qiáng)行實(shí)施.4.stew:tothinkorworryaboutsth為某事?lián)鷳n(yōu)，感到不安stewinone’sangerenforceanunreasonable“NoRefunds”P(pán)olicy

Keywords:5.placatesb:tomakesbfeellessangryaboutsth安撫；平息（怒氣）令人懊惱的；令人沮喪的6.argumentative:apersonwhoisargumentativelikesarguingoroftenstartsarguing好爭(zhēng)論的；愛(ài)辯論的

7.suspicious:feelingthatsbhasdonesthwrong,illegalordishonest,withouthavinganyproof感覺(jué)可疑的；懷疑的11.outrageous:veryshockingandunacceptable駭人的，無(wú)法容忍的12.seamlessly:無(wú)縫銜接的8.probe:toaskquestionsinordertofindoutsecretorhiddeninformationaboutsb/sth探究investigate9.insinuate:tosuggestindirectlythatsthunpleasantistrue.暗示，旁敲側(cè)擊地指出（不快的事）10.eventuality:somethingthatmaypossiblyhappen,especiallysthunpleasant(尤指令人不快的）可能發(fā)生的事情，可能出現(xiàn)的結(jié)果。

Phrasesandidioms:1.falloutsideof不屬于

2.irrevocabledamage不可挽回的損失

3.creditcardfraud信用卡欺詐4.Putondetectivehat調(diào)查5.Wiggleyour

way

out逃避責(zé)任6.Bend

the

rule靈活調(diào)整規(guī)則CreditCardfraudLet'ssaysomeonestealsanotherperson'screditcardinformation,includingthecardnumber,expirationdate,andsecuritycode.Withthisinformation,thefraudstercanmakeunauthorizedpurchasesonlineorin-person.Theymightusethestolencarddetailstobuyexpensiveitems,giftcards,oreventransferfundstoanotheraccount.Thelegitimatecardholderwouldonlyrealizetheircardhasbeencompromisedwhentheyreceivetheircreditcardstatementwithchargestheydidn'tmake.Thisisacommonexampleofcreditcardfraud,wheresomeoneillegallyusesanotherperson'screditcardinformationforfinancialgain.02.Writing

Template1:AcceptingRefundHi[CustomerName],We’resorrytohearthatyoudidn’tenjoyyourexperienceat[storename].Customerhappinessisimportanttousandwe’rehappytoreviewyourrequesttoreceivearefundfor[productorservice].Refundrequestsusuallytake[numberofdays]toreview.WewillinformyouoncewehavehadachancetoReview/investigateyourcase.Iftherequestisapproved,youcanexpecttherefundtobecompletedwithin30Days.Ifthereisanythingelsewecanhelpyouwith,pleaseletusknow.Best,[Yourcompanyname]

Template2:AcceptingRefundHi[CustomerName],I’veprocessedyourrefund,andyoushouldexpecttoseetheamountre-appearinyourbankaccountinthenextcouplebusinessdays.I’msorrytohearthatyoudidn’tlikeyournewproduct.Icompletelyunderstandthatitisn’tforeveryone.Ifyou’restillonthesearchfortherightchoiceforyou,letmeknow.I’dbehappytotalkyouthroughsomeofourotheroptionsandseeifanyofthemwouldbeagoodfitforyou.Inthemeantime,thankyouforyourtimeAndforgivingusatry.Ihopetoconnectwithyouagaininthenearfuture.Best,[Yourcompanyname]

Template3:AcceptingproductreturnSubjectline:Conrmationof[Product]Return.Dear[CustomerName],Perourconversationon[DateofProductReturnConversation],wehaveprocessedareturnofthe[ProductPurchased].We’redisappointedthisproductdidn’tmeetyourneeds,butcertainlyunderstand.Attachedisashippinglabelyoucanprintandattachtotheitemsothatyoucanshipitbacktousfreeofcharge.Herearethethreesimplestepstofollow:1)Place[Product]backintotheshippingboxitcameinalongwiththeoriginalpackaging.2)Printandattachtheshippinglabel.3)Takeittoyournearestcarrierdrop-offlocation(shippingpartner,andthenearestcarrierdrop-offlocationlink)Assoonaswereceivethereturneditem,wewillissuearefund.Within[**Days](numberofbusinessdaysittakesforthecustomertoreceivearefund),youwillseearefundof[Amount]onyourcreditcard.Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,[Name,Position,Dept.][PhoneNumber,WebsiteAddress]

Template4:AcceptingproductreturnDear[CustomerName],[Company’sName]strivestodobusinessinatrustworthyandmutually-fairfashion100%ofthetime.Ihaverefunded$Xtoyourbankaccount(endinginx).Youwillseethecreditappearonyourbillingstatementwithin1-3businessdaysdependingonyourbank.Donothesitatetocontactmepersonallyifyouhaveanyfurtherthoughtsonthismatter.And,asalways,I’dbeinterestedinyourgeneralthoughtsabout[Company’sName].Bestregards,[CustomerService][CompanyWebsite][E-mailAddress]

跨境電商客戶(hù)服務(wù)英語(yǔ)（第一版）Howtorefuserefundclaimthroughemail2.EmailTemplatesforRefusingCustomer’sRequestforRefundandTask16:RespondtoRefundRequest2(DeclineClaim)拒絕買(mǎi)家的退貨、退款要求【內(nèi)容提要】拒絕客戶(hù)要求比答應(yīng)客戶(hù)更需要技巧與策略，但涉及退貨、退款的決策，客服人員必須照章辦事，公事公辦。本節(jié)介紹拒絕要求的注意事項(xiàng)，以及常見(jiàn)理由而拒絕要求的電郵模版。

知識(shí)目標(biāo)：理解退貨、退款任務(wù)的五點(diǎn)事項(xiàng)，掌握在執(zhí)行過(guò)程中的表達(dá)方式和措辭技巧。能力目標(biāo)：能夠堅(jiān)決同時(shí)又不失禮節(jié)地拒絕退款、退貨郵件/站內(nèi)信。Whenacustomercontactsyouwanting

arefundforapurchase,itcanbeanawkwardexperience.Thisbecomesespeciallytrueif

youcannotissuearefundduetotheconditionofthereturneditemoryourbusinesspolicyonreturns&refunds.Inordertodeclinerefundsinaneffectivemanner,firstyouneed

explainwhy.Beconciseandgivespecificreasonsandyou'relesslikelytolosefaithorreceivepushbackfromacustomer.

Reasonsfordecliningarefundcanvary:Oldwarranties(質(zhì)保期過(guò)期)MissingtherefunddeadlineTheproductwaspartofapromotionwithnorefundsauthorizedAndsoon.Youwillwanttoexplainthesereasonsanddosowithcourtesy.HowtorefuserefundclaimthroughemailBeforeyouwriteanemailrejectingarefundrequest,considercarefullyhowyouwishtopresentthatcorrespondence.Herearesometips:1.1Usecompanyletterhead(抬頭)orsignatures.Ifyouhaveatrademarkemailsignature

(標(biāo)準(zhǔn)電子郵件簽名)orletterhead,useittoappearmoreofficial.Thiswillnotbeaninformalemailbutonewrittenlikebusinesscorrespondence.trademarkemailsignature

(標(biāo)準(zhǔn)電子郵件簽名)1.2Befirmandcourteous.Startbyacknowledgingtherefundrequestandyourstepsindeterminingifitwasvalid.Thenexplainyourdecisiontodenytherefund.Useactivelanguagelike,"Ilookedintoyoursituationandourrefundpolicydoesnotallowoneinthiscase."Considerindicatingthatyouspoketoamanagertoaddtotheauthority.Thisalsoshowsthatyoulookedintothismatterthoughtfullyanddidnotrejecttherefundrequestrightaway.Investigation,evenwhenitendsinanegativeconclusion,isappreciatedmorethanuninformeddecisionmaking.1.3Expressregretbutremainlogical.There‘snoharminindicatingthatyou’resorrybutthepolicydoesnotallowarefundinthismatter.Itshowsempathy

(同理心)butalsodemonstratethatyourhandsaretiedwhenitcomestothesituation.Ifthere'samanufacturer'spolicythatvoidsthewarrantyorotheritemsoutofyourcontrol,mentionthemtoo.Youwanttogivespecificreasonsbecausebeingvaguewillonlycontributetofrustration.1.4Thankthecustomer.Thismayseemlikeanoddthingtodobutappreciationcangoalongwaywithnegativenews.Indicatethatyou'regratefulfortheirpatronageandyouhopetheywillshopwithyouagain.Offeradiscountfortheirnextpurchaseifyouhavethemeanstodoso.Evena15percentdiscountcanencourageforgiveness.Beforeyousendtheemaildecliningarefund,proofread(校改)itcarefullyandchecktoseeifyoumissedanypolicyexplanations.Youwantyourlettertobeclear,wellwritten,andcontainallapplicablereasonsfordenyingtherefund.

A.UnderstandMainIdea:

1.

Accordingtothepassage,whatarethemainreasonsfordecliningarefund?Answer:OldwarrantiesMissingtherefunddeadlineTheproductwaspartofapromotionwithnorefundsauthorized2.

Howtorefuserefundclaimthroughemails?Answer:Usecompanyletterheadorsignatures.Befirmandcourteous.Expressregretbutremainlogical.Thankthecustomer.

B.UnderstandDetails:1.Youremailappearsmore_______byusingcompanyletterheadorsignaturesinit.A.delicateB.elegantC.informalD.officialKey:D

2.Use______languagewhenyouexplainyourdecisiontodenytherefund.A.activeB.negativeC.rejectiveD.inactiveKey:A

3. Whenthankingthecustomer,whatshouldthesellerindicate?A. gratefulnessfortheirpatronageB. hopefortheirnextshoppingC. offeringadiscountfortheirnextpurchaseD. AlltheaboveKey:DEmailTemplatesforRefusingCustomer’sRequestforRefundandReturn.Template#1:outsideofwarrantyProductsreturnedoutsideawarranty

areafrequentreasonforrefundrefusals.You'lllikelydenytheserefundsbecauseyou'llnotgetreimbursedbyamanufacturerandyoudon'twanttoabsorbthatcost.Forthissituation,trythisapproach:Dear[CustomerName客戶(hù)名稱(chēng)],Aboutyourdamaged[productpurchased購(gòu)買(mǎi)產(chǎn)品名],thankyouforthephotosandinformationyouforwardedtous.Unfortunately,becauseyour[productpurchased購(gòu)買(mǎi)產(chǎn)品名]ismorethan[X年數(shù)]yearsold,itisnolongerunderwarranty,andwedonotstockthatparticularmodelanymore.Wedohowevercarryawidevarietyofreasonablepriced[alternativeproducts替換產(chǎn)品],oneofwhichIamsurewillsuityourneeds.Pleasecheckoutthelinkbelow:[Link產(chǎn)品鏈接],Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,[Name,Position,Dept.]

[PhoneNumber,Websiteaddress]Template#2:discontinuedproductsDiscontinuedproducts

thatpeopleattempttoreturnpastreturndeadlinesisalsoaregularoccurrence.Thisexamplewillgiveyouideaseveniftheonlyissuewiththereturnrequestwasthedeadline:Dear[CustomerName客戶(hù)名稱(chēng)],Ithascometomyunderstandingthatyouhavebeenunsatisfiedwithyourrecentpurchasewithusregarding[productpurchased購(gòu)買(mǎi)產(chǎn)品名].Thedefectiveitemthatyou’vepurchasedhasbeendiscontinuedandisnolongeravailableinstock.Ithasbeenpastthe30daysreturnpolicysounfortunatelywewillnotbeabletograntyouarefund.Wehonoryouasourcustomerandhopethatyouwillcontinuetodobusinesswithus;therefore,wecanofferyouasimilaritemthatwedohaveinstock.Checkoutthelinkbelow.[Link產(chǎn)品鏈接],Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,[Name,Position,Dept.]

[PhoneNumber,Websiteaddress]Template#3:producthasbeenusedWhenproductsareobviouslyusedorhavebeentamperedwith,itsuggestsbadfaithfromthecustomer.It'sapparentthatarefundisnotappropriate.However,eveninthistoughsituation,it'sbesttostickwithfactsandofferafullexplanation:Dear[CustomerName客戶(hù)名稱(chēng)],Irefertoourrecentemailrequestingarefundofthe[productpurchased購(gòu)買(mǎi)產(chǎn)品名].Iregrettoinformyouithasbeendecidedtorefusethisrequestonthefollowinggrounds:Theproductwasinternally/externallydamagedApart部件1hadbeenremovedfromtheunit.Bpart部件2showedsignsofimpactdamage.Cpart部件3

appearstohavebeentamperedwithafterpurchase.Undercommerciallaw,refundsforgoodsmaybeclaimediftheyareinitiallypurchasedinadefectiveconditionand/ornotsuitableforthepurposeforwhichtheywerebought.Tamperingwithmerchandiseisnotpermittedbylaw.Underthesecircumstances,norefundispayable.Yourcommentsregardingthematterhavebeennoted.Butthisdecisionisfinal.Nofurtherconsiderationwillbegiventothisclaimforrefund.Youmayifyouwishseeklegaladviceorconsultwiththeappropriategovernmentagencyregardinganyfurtheractionyoumaywishtopursue.Yoursincerely,Sign:Title:Date:DeclaimerTemplate#4:rejectingwhileofferingnon-refundoptionsHi[CustomerName客戶(hù)名稱(chēng)],I’msorrytohearyou’renothappywithourproduct.

WhileI’munabletoofferarefund

(pleasesee

ourtermsandconditionshere退款條約鏈接),Ican

[offerabillingextension/storecredit/otheralternative賬單延期/店內(nèi)消費(fèi)券/其他補(bǔ)償方式]Aswearrangethat,though,Iwouldlovetounderstandyoursituationbetterandseeifthere’sanyotherwaywecanhelp.Couldyougivemealittlemoredetailaboutwhatyouneededtogetdone?Itlookslike

[specificproblemwiththeproduct],isthatright?Ifyouhaveafewmomentstoelaborateonthat,Icantalktotheteamhere,andwecangiveyouourbestadvice.Sincerely,[Name,Position,Dept.]

[PhoneNumber,Websiteaddress]storecredit(店內(nèi)消費(fèi)券)

Storecreditreferstoaformofcurrencyorvaluethatisissuedbyaretailerorstoreasanalternativetoacashrefund.C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.indicate,empathy,returns&refunds,specific,concise,valid,demonstrate,patronage,courteous,acknowledging

1.Thisbecomes