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

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

1、網(wǎng)站首頁提示

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、商品頁面：發(fā)貨時間

如果商品頁面有顯示發(fā)貨時間，應立即更新時間。

例如：從1-3 business days 更新至更長的時間，7-10 business days 或 1-2周, 取決于賣家的實際情況。

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（常見問題回答模板）

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，直接，有透明度的溝通

客戶可能在這時候有很多疑問，也可能對他們的訂單有點焦急。建議跟客戶直接溝通，設定實際的預期，避免令客戶再度失望。

缺貨

如因未能及時采購物料或貨品，而不能及時回貨，建議主動聯(lián)系客戶，告知更新預計發(fā)貨時間。如果客戶選擇取消訂單，立即處理退款。另外，建議把缺貨商品設定“Out of Stock”, 并在沒有明確回貨時效前，不再接受新訂單。

推廣活動

在供應鏈及物料還未恢復正常前，建議暫時停止電郵推銷項目或特別推廣活 動，以免進一步增加壓力。可以在這段時間，預備一些推廣活動待供應鏈及物料還未恢復正常后用。

退款

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

提供折扣

考慮給所有受影響的客戶一個Promo  Code，折扣可在下一次下單時用。

ps：一個重要好消息

最后分享一個好消息：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性證明出爐。相信很多人還不太了解這項政策，下面YinoLnk易諾帶領大家了解下。

不可抗力事實性證明是什么？

不可抗力事實性證明屬于商事證明領域中的事實性證明行為，是指由中國貿(mào)促會及其授權(quán)的分、支會應申請人的申請，對與不可抗力有關的事實進行證明，出具后當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任。該證明已得到全球200多個國家和地區(qū)的政府、海關、商會和企業(yè)的認可，在域外具有很強的效力。

不可抗力事實性證明如何開具？

為了降低病毒感染風險，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任，維護企業(yè)合法權(quán)益，杭州市貿(mào)促會此次出具的證明文件經(jīng)網(wǎng)上申請、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、機構(gòu)出具的證明/公告；

2.海陸空相關延運、延飛、取消等通知/證明；

3.出口貨物買賣合同、貨物訂艙協(xié)議、貨運代理協(xié)議、報關單等；

4.其他所能提供的材料。

受理部門：杭州市貿(mào)促會駐行政服務中心二樓窗口

聯(lián)系電話：0571-87008769/87008551  

QQ群：649853525、271460801

辦證地址：杭州市解放東路18號市民中心H樓2樓

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

對于應急的確需現(xiàn)場辦理的特殊情況，可撥打96345進行咨詢和預約后辦理，人員盡量不到現(xiàn)場，特殊情況需要到現(xiàn)場的請佩戴好口罩，配合做好體溫檢測等防控工作，并在大廳規(guī)定處交接文件。（來源：YinoLink周5出海）

以上內(nèi)容屬作者個人觀點，不代表雨果網(wǎng)立場！如有侵權(quán)，請聯(lián)系我們。