由于近日新型冠狀病毒疫情，全國(guó)供應(yīng)鏈及物流網(wǎng)絡(luò)受到影響。延長(zhǎng)的春節(jié)假期后，大批訂單等待發(fā)貨，客戶服務(wù)也可能受到延遲。

為了確保良好的客戶購(gòu)物體驗(yàn)，建議與客戶保持緊密溝通，設(shè)定客戶的預(yù)期。Facebook聯(lián)合第三方預(yù)備一些建議及訊息模版，電商客戶可供參考。

1、網(wǎng)站首頁(yè)提示

Our supply chain and logistics networks in China are experiencing extended shutdown. We are preparing to ship orders as quickly as possible starting from Month Day, but your order may be delayed. Please check My Account (鏈接) for any update. Customer Service will resume from Month Day.

2、Shipping Information頁(yè)面提示

Our supply chain and logistics networks in China are experiencing extended shutdown. We are preparing to ship orders as quickly as possible starting? from Month Day, but your order may be delayed. Please check My Account (鏈接) for any update. Customer Service will resume from Month Day.

3、商品頁(yè)面：發(fā)貨時(shí)間

如果商品頁(yè)面有顯示發(fā)貨時(shí)間，應(yīng)立即更新時(shí)間。

例如：從1-3 business days 更新至更長(zhǎng)的時(shí)間，7-10 business days 或 1-2周, 取決于賣(mài)家的實(shí)際情況。

4、給未發(fā)貨訂單的客戶的電郵模板

Subject: Your [Company] Order — Shipping Delays

Dear xxx,

Thank you for your order with xxx.com.

Our supply chain and logistics networks in China are experiencing extended shutdowns. We are preparing ?to ship orders as quickly as possible starting from ?Month Day, but your order may be delayed. Once your ?oder is shipped, a Ship Notification email will be sent ?to you. You may also check My Account (鏈接) for any update. Customer Service will resume on Month Day.

We apologize for any inconvenience caused. Thank ?you for your patience.

Regards,

[Company] Team

5、FAQs（常見(jiàn)問(wèn)題回答模板）

When will I receive my order?

Due to extended shutdown ?experienced by our supply chain and ?logistics network, it will take us some time to work through our order backlog. Orders will be processed ?starting from Month Day. We are ?working as quickly as possible to ?ship your order to you and apologize for any delays. You can log into My Account for order status update.

Once your order ships, a Ship ?Notification email will be sent to you.

Is it safe to receive packages from ?China?

The health and safety of our customers and our sta? is of utmost ?importance to us. According to the?US Center for Disease Control &?Prevention (US CDC), coronaviruses?have low survivability>The risk of the virus spread from ?products or packages shipped over a ?period of days/weeks is very low.

There is currently no evidence?indicating the coronavirus is ?transmitted via imported goods.?For more?information, please visit the US CDC website at https://www.cdc.gov/coronavirus/2019-ncov/faq.html.

Can I get a full refund if I’d like to ?cancel my order?

未發(fā)貨的訂單 — Yes, your order can ?be canceled and a full refund to your ?original method of payment will be ?processed.

已發(fā)貨的訂單 — Your order has ?already been shipped. You can track it ?here ( 鏈接 ). If you’d like to return the ?items after you receive them, you could initiate a return from My Account. One of our Customer Service representatives will get back to you as soon as possible.

6、其他建議

主動(dòng)，直接，有透明度的溝通

客戶可能在這時(shí)候有很多疑問(wèn)，也可能對(duì)他們的訂單有點(diǎn)焦急。建議跟客戶直接溝通，設(shè)定實(shí)際的預(yù)期，避免令客戶再度失望。

缺貨

如因未能及時(shí)采購(gòu)物料或貨品，而不能及時(shí)回貨，建議主動(dòng)聯(lián)系客戶，告知更新預(yù)計(jì)發(fā)貨時(shí)間。如果客戶選擇取消訂單，立即處理退款。另外，建議把缺貨商品設(shè)定“Out of Stock”, 并在沒(méi)有明確回貨時(shí)效前，不再接受新訂單。

推廣活動(dòng)

在供應(yīng)鏈及物料還未恢復(fù)正常前，建議暫時(shí)停止電郵推銷項(xiàng)目或特別推廣活 動(dòng)，以免進(jìn)一步增加壓力。可以在這段時(shí)間，預(yù)備一些推廣活動(dòng)待供應(yīng)鏈及物料還未恢復(fù)正常后用。

退款

如果客戶在這時(shí)候要求退款，尤其是未發(fā)貨的訂單，應(yīng)該全數(shù)退款。

提供折扣

考慮給所有受影響的客戶一個(gè)Promo ?Code，折扣可在下一次下單時(shí)用。

ps：一個(gè)重要好消息

最后分享一個(gè)好消息：2月3日上午，杭州地區(qū)首份新型冠狀病毒肺炎疫情不可抗力事實(shí)性證明出爐。相信很多人還不太了解這項(xiàng)政策，下面YinoLnk易諾帶領(lǐng)大家了解下。

不可抗力事實(shí)性證明是什么？

不可抗力事實(shí)性證明屬于商事證明領(lǐng)域中的事實(shí)性證明行為，是指由中國(guó)貿(mào)促會(huì)及其授權(quán)的分、支會(huì)應(yīng)申請(qǐng)人的申請(qǐng)，對(duì)與不可抗力有關(guān)的事實(shí)進(jìn)行證明，出具后當(dāng)事人可以部分或全部免除不履行、不完全履行和遲延履行合同的責(zé)任。該證明已得到全球200多個(gè)國(guó)家和地區(qū)的政府、海關(guān)、商會(huì)和企業(yè)的認(rèn)可，在域外具有很強(qiáng)的效力。

不可抗力事實(shí)性證明如何開(kāi)具？

為了降低病毒感染風(fēng)險(xiǎn)，也為了助力企業(yè)最大限度減輕因疫情造成不能履行合同的責(zé)任，維護(hù)企業(yè)合法權(quán)益，杭州市貿(mào)促會(huì)此次出具的證明文件經(jīng)網(wǎng)上申請(qǐng)、線上溝通。

企業(yè)需提交的佐證材料如下：

1.企業(yè)所在地政府、機(jī)構(gòu)出具的證明/公告；

2.海陸空相關(guān)延運(yùn)、延飛、取消等通知/證明；

3.出口貨物買(mǎi)賣(mài)合同、貨物訂艙協(xié)議、貨運(yùn)代理協(xié)議、報(bào)關(guān)單等；

4.其他所能提供的材料。

受理部門(mén)：杭州市貿(mào)促會(huì)駐行政服務(wù)中心二樓窗口

聯(lián)系電話：0571-87008769/87008551

QQ群：649853525、271460801

辦證地址：杭州市解放東路18號(hào)市民中心H樓2樓

注意：2月3日開(kāi)放的杭州市行政服務(wù)中心和“市民之家”暫停窗口現(xiàn)場(chǎng)辦理業(yè)務(wù)。

對(duì)于應(yīng)急的確需現(xiàn)場(chǎng)辦理的特殊情況，可撥打96345進(jìn)行咨詢和預(yù)約后辦理，人員盡量不到現(xiàn)場(chǎng)，特殊情況需要到現(xiàn)場(chǎng)的請(qǐng)佩戴好口罩，配合做好體溫檢測(cè)等防控工作，并在大廳規(guī)定處交接文件。（來(lái)源：YinoLink周5出海）

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