淘宝双十一售后话术双十一退换货怎么回复

　　售后服务即是商品出售后的各种服务，售后问题是淘宝店铺真正的难题，如何既能不损失利益，又能将顾客安抚好，解决问题，这是需要方法的，那售后主要有哪些问题？这些售后纠纷又怎么解决呢？

　　一、快递物流

　　ZHUFENWEIFACHU、WEIJIANHUO、YIFACHU、GUKEWEISHOUDAOHUO。WEIFACHUJIWEIDINGDANDADANHOUTIANXIELEDANHAODANWEIYOUWULIUGENZONG;WEIJIANHUOJIWEIYIJINGJIDAOKUAIDIDANWEIYOUWULIUGENGXIN;YIFACHUJIWEIKUAIDIYOULEWULIUXINXIGENZONG，DANZHONGTUDUANXUGENZONGXINXIHUOSHIJIANGUOZHANGWEIGENGXINXINXI;WULIUXIANSHIQIANSHOUDANGUKEWEISHOUDAO。YIBANHUICHANSHENGCILEIWENTIDEQINGKUANGFENWEI：

　　1、CANGKUDADANDIANJIFAHUOHOU，BAOGUOYILOUZAICANGKUHUOZHEDADANYILOUWEIJIANHUO，WEIJISHIJIDAOKUAIDI。

　　2、KUAIDISHOUJIANHOUWEISAODANLURUXITONG，YILOUZAIWANGDIANZHANDIAN。

　　3、KUAIDIZHONGTUDIUJIANYIHUOYILOUZAIQIZHONGZHUANCANG。

　　4、WULIUTIQIANDAIQIANYIHUOGUKEDAIQIANDIANDAIQIAN。

　　WULIULEIJIEJUEFANGFAZHUWEIHESHICANGKU、HESHIKUAIDI、HESHISHOUJIANREN。

　　示例一：“为什么发货了但是没有物流更新”

　　(1)JIEXI：GAIWENTIDIANSHOUYAOGENCANGKUTONGSHIHEDUIGAIDINGDANSHIFOUYIJIANHUO，ZHIYOUSANZHONGQINGKUANG，YIWEIDINGDANYILOUWEIJIANHUOHAIZAICANGKU、ERWEIYIJIANHUOWEIJIKUAIDI、SANWEIYIJIDAOKUAIDI。

　　(2)CHULIFANGSHI：

　　1)HESHICANGKU，SHIFOUYIDUIDADANJIANHUO，SHIFOUANPAIDABAO，SHIFOUDABAOHAOZHIHOUJIDAOKUAIDI。RUHESHIDAOSHIYILOUZAIZIJIACANGKU，YINGGENGUKEJIESHICANGKUYILOUQIEJINKUAIANPAIFACHU。“QIN，SHIZAIBAOQIAN，GANGHESHIDAOCANGKUTONGSHI，NINDEBAOGUOYILOUZAICANGKU，JINTIANHUIJINKUAIJININFACHU，RANGNINJIUDENGLE”

　　2)RUCANGKUSHIYIJIDAOKUAIDI，HESHISHOUJIANKUAIDIZHANDIAN，SHIFOUYILOUZAIZHANDIANHUOZHESHIWEISAODAN。RANGKUAIDIFANGMIANJINKUAIZHAOXUNQIESAODANLURUWULIUGENZONG。“QIN，SHIZAIBAOQIAN，JINGHESHI，CANGKUYIJINGFACHU，YIRANGKUAIDIFANGMIANHESHISHIFOUYILOUSAODAN，QINGNINNAIXINDENGHOU，ZHEIBIANHUICHIXUBANGNINGENJINXINXI”

　　示例二：“为什么物流突然不更新了”

　　(1)JIEXI：GAIWENTIDIANWEICANGKUYIJINGFACHU，QIEYOULEWULIUGENZONG，DANSHIZHONGTUDUANXUWUGENZONG，YINGDANGHESHIKUAIDI，SHIFOUWEIDIUJIANHUOZHESHIYILOUQIZHONGZHUANCANGHUOZHESHIWULIUXINXIGENGXINYANCHI。

　　(2)CHULIFANGSHI：“QIN，NINDEQINGKUANGWOMENYIJINGCHUBULEJIE，YIJINGZAIGENKUAIDIFANGMIANHESHIGENJIN，QINGNINNAIXINDENGHOUZHUYICHASHOUKUAIJIAN，HOUXUYEHUICHIXUWEININGENJIN”

　　示例三：“我都没有收到货怎么就签收了”

　　(1)JIEXI：GAIWENTIDIANWEICANGKUYIJINGFACHU，QIEWULIUGENZONGXIANSHIYIQIANSHOU。YINGDANGHESHIKUAIDIFANGMIANSHIFOUWEIKUAIDIYUANDAIQIANYIHUODAIQIANDIANDAIQIAN，HAIXULIUYIGUKEKUAIDISUOLIUDESHOUJIANDIZHI，SHIFOUWEIXIAOQU，XUEXIAO，DAIQIANDIAN，ZITIJUDENG，RANGGUKEYETONGBUJINXINGJIANCHASHIFOUDAIQIAN。GAILEIQINGKUANGFANKUIJIDAOKUAIDIFANG，KUAIDISIHUIZIXINGDIANLIANGUKEHEDUI。

　　(2)CHULIFANGSHI：“NINHAOQIN，MAFANNINXIANZIXINGJIANCHAXIASHIFOUWEISHURENDAIQIANHUOZHESHIDAIQIANDIZHIBANGMANGDAIQIAN，WOMENYEYIRANGKUAIDIFANGHESHIPAIJIANKUAIDIYUAN，QINGNINZHUYILIUYIKUAIDIFANGMIANDEDIANHUAYIBIANJINYIBUGENNINHESHI，WOMENYEHUICHIXUWEININGENJIN“

　　二、退换货

　　ZHUFENCHANPINZHILIANGWENTI，FEIZHILIANGWENTI。GUMINGSIYIZHILIANGWENTIWEICHANPINZISHENYINSUSUODAOZHI，FEIZHILIANGWENTIJIWEICHIMABUSHI，CHUANZHEXIAOGUOBUJIA，BUXIHUANBUHESHIDENG。JIEJUEFANGSHIWEI：

　　示例一：“收到了，但是有跳针脱线”

　　(1)JIEXI：GAIWENTIDIANWEI，CHANPINZISHENWENTI，YAXIANYIHUOCHEXIANWEICHEHAOSUODAOZHI，YINGDANGRANGGUKETIGONGXIATUPIAN，SHENHESHIFOUYINGXIANGCHUANZHEHESHIFOUNENGZIXINGZHENGXIUHAO，JIANGDISUNSHI，CAIYONGPEICHANGJINEZIXINGZHENGXIUHUOZHESHIJIHUIGENGHUAN。RUXIA：

　　(2)CHULIFANGSHI1：“QIN，NINHAO，JINGSHENHENINSUOTIGONGDECHANPINZHAOPIAN，BUYINGXIANGZHENGTIXIAOGUOE，XIANGXINNINDANGCHUGOUMAIYESHIYOUSUOXINDONG，WOMENZHEIBIANJININPEICHANGXIEJINENINZIXINGZHAOXUNCAIFENGDIANZHENGXIUXIAJIKECHULIHAOHA，NINKANKANZHEIYANGSHIFOUKEYINI？“

　　SHANGSUHUASHU，CONGDANGCHUXINDONGGOUMAIJIADAGUKEZHENGXIUDEXINTAI，CONGERDADAOZUIDISUNSHIWANHUIGUKE。RUGUKEBUYUANJIESHOUCIFANGANYINGDANGCAIYONGJIHUIHUAN，BIMIANGENGDADESUNSHI。（TAOBAOSHOUHOUHUASHU）

　　(3)CHULIFANGSHI2：“NEIQINQINWOMENCHENGDANYUNFEININJIHUIJIDAOWOMENHUANYIJIANXINDEJININ，ZHEICIHUIRANGCANGKUZHIJIANTONGSHIGENGJIARENZHENDEJIANCHAHAOZAIFACHUJININ，ZHEICIDUININZAOCHENGLEBUYUKUAIDETIYANWOMENGANDAOHENBAOQIAN，YEQINGNINJIDAOYIGEJIHUIWOMENGAIJIN“

　　SHANGSUHUASHU，JIDAOGUKEYIGEWOMENZHENXINSHIYIWEIGUKEJIEJUEWENTI，ERBUSHITAOBIZEREN，YECHENGNUOGUKECHENGDANYUNFEIJIHUIGENGHUAN，ERQIEHUIGENGJIAXIXINJINZEDEJIANCHAZAIFACHU，CONGERWANHUIGUKE。

　　示例二：“收到了，尺码不适合”

　　(1)JIEXI：GAIWENTIDIANWEIGUKEGERENYUANYIN，CHIMABUSHIHE，YINGDANGCAIYONGGENGJIAXIZHILEJIEGUKECHANPINSHIDALEHAISHIXIAOLE，LEJIEGUKESHISHENMEBUWEIBUSHIHE，CAIYONGJIHUIGENGHUANCHIMAHUOZHESHIZHUANZENGZHUANSHOUTAREN，JIANGDISUNSHI。

　　(2)CHULIFANGSHI：“QIN，NINSHIJUTINAGEWEIZHIBUHESHINI？CHANPINNINSHISHOUDAOLEXIANGXINDUIWOMENDEPINZHIYEYOULEYIDINGLEJIE，KEYIZHUANZENGZHUANSHOUTAREN，DOUSHIBUCUODEHA，WOMENSHOUHOUFUWUHAIYOUTIGONGHUANHUOE，HUANYINGTIGONGRENHEYIJIAN，WOMENCAIHUIZUODAOGENGHAODEGAIJIN”

　　示例三：“我不想要了，退款吧”

　　(1)JIEXI：GAIWENTIDIAN，GUKEYIQIANGDIAOBUXIANGYAOLE，SHOUYAOYINGDANGCAIYONGLEJIEGUKESHISHENMEYUANYINBUXIANGYAOLE，RUGUKEYIJIANYIJINGHENQINGXIMINGLEYAOQIUTUIHUO，BUYUANJIESHOUQITADEHUANHUOFANGFA，YINGDANGSHIDANGBIAOMINGQIANYIJIRANGGUKETUIHUO，BIMIANYINQIGUKEDEFANGAN，ZENGJIAGUKEDEXINRENDU，ERBUSHIXIAOJIBEIDONGCHULI，BUDANWUFAWANHUIQIEYIYISHANGSHIQUGUKE。

　　(2)CHULIFANGSHI：“QIN，DUICIGANDAOSHIFENDEYIHANYUKEXI，RUGUONINBUXIHUANDEHUAMAFANJINKUAITUIHUIJIWOMENE，FANGBIANWOMENJINKUAIJININCHULIXIATUIKUANSHIXIANG，YEHUANYINGNINXIACIGUANGLIN，WOMENYEJIANGBINGCHIREQINGTAIDUWEININFUWU”

　　三、退款

　　SHOUHOUYINGDANGBUDINGSHIDELIULANHOUTAITUIKUANSHENQING，JISHIGENGUKEWANGWANGHUOZHESHIDIANHUALIANXI，HESHIGUKEDEZHENSHIYIYUANYIJIDUICHANPINDEHUIKUI。XUZHUYIDESHITUIKUANSHENQINGLIYOU，RUSHENQINGQUEHUO、WEIANSHIFAHUO，YIDANTONGYIDOUXUKOUQUDINGDANJINEBAIFENZHISANSHIJINE，CILEIXUYAOHESHIKUCUN，DINGDANFAHUOSHIJIAN，YIHUOGENGUKEXIESHANGHUANLIYOU，BUKEMANGMUJUJUENUHUAGUKEQINGXU。RUSHENQINGJIAHUO，FAPIAOWENTIDENGDOUBUKETONGYI，XUYAOGENGUKEGOUTONGYUANYIN，XIESHANGXIUGAISHENQINGLIYOU。

　　四、维修

　　(1)JIEXI：JIXIELEI，SHIPINLEI，XIEBAOLEIDENGZIXUNWEIXIUJIAODUO，DADUOWEIGUKEBENSHENSHIYONG，BAOYANGBUDANGDENGZAOCHENG，SHOUYAOGENGUKEHESHI：

　　1)DINGDANSHIFOUHAIZAIBAOXIUFANWEINEI

　　2)RANGGUKETIGONGZHAOPIANCHUBUHESHISHIFOUNENGWEIXIU

　　3)QUERENWEIXIUFEIYONGCHENGDANFANG

　　DADUOSHUWEIXIU，GUKEQINGXUHUAJIAOZHONG，QINGKUANGDAZHIFENWEI(SUNSHIJINEJIDAOGUKEWEIXIU，HUOZHESHIJIGUKECHOUMAYIDUNZAIBUHUIGUANGGU)RUWEIXIUFEIYONGJIAOGAO，JIANYIGUKEKEYIKANKANYOUHUIYIXIEDEKUANSHI，XIESHANGGUKEYONGWEIXIUFEIYONGZHIJIEZHONGXINZHIGOUXINDEKUANSHI。ZHEIQIZHONGZUIGUANJIANDEBIANSHITAIDU，TAIDUCHENGKEN，CHUBIANBUJING，QIEHUASHUSHIZHANZAIGUKEDEJIAODUJIANYI，CHENGSHILVHUIGENGGAO。

　　(2)CHULIFANGSHI：“QIN，NINKANKANZHEIGEWEIXIUFEIYONGYESHIMANGAODE，QIEBUSHUOHAIHUIBUHUISHININZUICHUDEGANSHOUTIYAN，ZHEIGEFEIYONGLAISHUOYESHIBUZHIDE，NINKEYIKANKANXIANZAIDEKUANSHI，CHULEKUANSHIDUOYANGERQIEJIAGELAISHUOYESHIHENYOUHUI，NINKEYIKANKANKUANSHI，ZHONGXINZHIGOUYIKUANHUIBIZHIQIANYUANBENDEWEIXIUHOUDEXINGJIABIYAOGAO”

　　如何解决售后问题的方法都告诉你们了，大家处理好问题后，还可以让顾客反馈意见，让顾客感觉卖家处理事情有始有终，这样一个皆大欢喜的结局，不是很好吗？