干货 | 避免重复工作:教你设置亚马逊站内信

时间:

2022-08-03

亚马逊站内信是买家与卖家的沟通渠道。一般我们会收到买家关于发票或产品售后等邮件内容。卖家可以通过站内信给买家提供优质的售后服务,亚马逊站内信怎么发?以及亚马逊站内信编写注意事项有哪些呢?

一、亚马逊站内信入口

后台首页有三个入口可以进入站内信:

亚马逊站内信怎么发 

当你进入站内信页面,最先显示的是需要你回复的邮件,并且会显示回复剩余时间。你也可以通过左边搜索框删选具体某一订单的邮件记录。

 亚马逊站内信怎么发

右边通常显示的是客户的订单详情。而中间则是邮件正文内容。你可以给邮件添加附件,但是附件的总大小必须小于10MB。

二、亚马逊站内信模板分享

1.亚马逊卖家发货到达时间邮件模板

Dear ___,

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

2. 回复买家询问物流情况的邮件模板

Dear ___,

Thanks for your message. Hope you are great.

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.先填单,漏发货后,向客人解释的邮件模板

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 full refund.

Waiting for your reply.

Any inconvenience hope your kind understanding.

Best regards

4. 产品发货后,客户提出要换货的回信邮件模板

Dear ___,

Thanks for contact with us.

Sorry to tell you that the item have been dispatched, and we can't change it for you now .

We knew you receive it and it is not suitable for you.

To express our apologize, we provide few suggestion following by:

1.We will arrange a suitable replacement for you for free

2.We can refund full price for you.

Which one do you prefer?

Sorry for all inconvenience it led to.

Looking forward to your reply.

Sincerely,

亚马逊站内信怎么发

5. 亚马逊卖家邀feedback的邮件模板

Dear----

Thank you for your purchase! Order id_______________.

I am writing to concern whether you have receive your item.

Are you satisfied with our product and service.

If you have any question with your order,please contact with us.

We would try our best to solve it.

If you are satisfied with our services, would you please give us a honor to share your feeling on the following link:

Thanks in advance. We will really appreciate with it.

Have a nice day!

Best regards

三、亚马逊站内信注意事项

1、站内信内容不能有利益诱惑

如果买家留了差评,大家最常见的做法就是通过退款、赠送礼品等方式来引导他们删了差评,或者通过这种方式让买家留下好评,但是通过亚马逊与买家进行站内信息回复的时候,这种行为是被禁止的,因为这样没有真实客观的反应消费者对产品的体验,对其他消费者是不公平的。

2、站内信不能含有真实邮箱地址

站内信中不能包含真实邮箱地址买卖双方在进行沟通时,我们会发现发送的邮件最后的后缀都是亚马逊的,双方看不到彼此的真实邮箱。

这一点,是亚马逊平台为了防止买卖双方在线下交易或者交流而制定的规则。如果交往信件中包含了其他邮箱,一定会被后台系统检测到,进而该条邮件信息会被屏蔽掉,同时,也会受到违规。

3、站内信不能有购买链接

站内信内容不能包含购买链接一般站内信的使用,除了沟通购买信息,商家会通过信件像目标用户发送产品信息,比如新上架产品的链接或者优惠券。

这类信息也是不允许的,因为按照亚马逊的站内信规定,只能发送 order fulfilment 和 customer service有关的信息,任何包含promotional words的字眼都是被禁止。

四、积加ERP 站内信功能

积加ERP新版【邮件回复】支持绑定多个邮箱,将所有邮件汇总在一个页面进行管理,再也不用在后台切换多个邮箱间回复邮件;

亚马逊站内信怎么发

同时,不同类型邮件自动归类到不同文件夹,分门别类处理!再也不怕QA被其他邮件埋没!

亚马逊站内信怎么发

此外,卖家可以针对共性问题,预设一些邮件回复模板,在回复时快速预览内容,找到合适的模板进行回复,提高效率。例如:询问物流消息回复模板、退款回复模板、重发回复模板等等。

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