內(nèi)容ChinaPostAirmail介紹小包物流狀態(tài)（正常/異常）預(yù)防小包物流異常——關(guān)懷郵件處理小包物流異常ChinaPost

介紹ChinaPost指中國(guó)郵政小包不掛號(hào)小包(ChinaPost-NT)-ChinaPost承運(yùn)，不帶跟蹤號(hào)的小包-物流時(shí)間：一般為30個(gè)工作日掛號(hào)小包(ChinaPost)-ChinaPost承運(yùn)，帶跟蹤號(hào)的小包-物流時(shí)間：一般為30個(gè)工作日-跟蹤號(hào)一般格式：RA*********CN-查詢網(wǎng)址：/小包物流狀態(tài)收寄局收寄（表示從中國(guó)郵政接收包裹）出口總包互封開拆（郵局把貨交給海關(guān)，海關(guān)那邊會(huì)把郵局裝包裹的那個(gè)大袋子拆開,過(guò)機(jī)掃描.有時(shí)會(huì)抽查,看看物品是否和申請(qǐng)的一致.）出口總包直封封發(fā)（表示包裹己經(jīng)順利的通過(guò)海關(guān)檢查,重新打包好,交給航空公司,等待航班飛走）到達(dá)進(jìn)口互換局（已進(jìn)入目的國(guó)海關(guān)）啟運(yùn)（目的國(guó)郵政開始運(yùn)送物品）妥投（表示物品已經(jīng)送達(dá)）小包物流狀態(tài)——正常Trackingnumber：RI779683838CN

Shippingduration：11daysTrackingnumber:LS367670703CNShippingduration：11days小包物流狀態(tài)——正常Notfound，查詢網(wǎng)址無(wú)法查詢到丟包，物流狀態(tài)停止更新，表示丟包狀態(tài)顯示delivered,客人反映沒(méi)有收到，表示有可能丟包退件，倉(cāng)庫(kù)同事收到因各種原因而退回來(lái)的包裹（海關(guān)原因或未投妥等）中途返航，狀態(tài)顯示物品從目的地返回（退件其中一種）小包物流狀態(tài)——異常小包物流狀態(tài)——異常Tracking:LK701778382CN

異常狀態(tài)：地址問(wèn)題，暫時(shí)無(wú)法投遞因?yàn)樾“倪\(yùn)輸時(shí)間比較長(zhǎng)，在等待間，要不斷發(fā)送關(guān)懷郵件安撫客人的情緒。3封售后關(guān)懷郵件時(shí)間：——購(gòu)買后一天(ERP發(fā)送)——購(gòu)買后20天(手動(dòng)發(fā)送)——購(gòu)買后30天(手動(dòng)發(fā)送)（不同產(chǎn)品線的關(guān)懷郵件模板和類型不一樣）預(yù)防小包物流異常——關(guān)懷郵件預(yù)防小包物流異常——關(guān)懷郵件

（小包發(fā)貨后，當(dāng)天ERP系統(tǒng)發(fā)出）DearXXXX

Thankyouforyourpurchase.

Youritemhasbeenshippedoutwithin24-48hoursafterreceivingyourclearedpayment.Thenyoucanseethetrackingnumberatyourend.

SinceChinaPostRegisteredAirmailisaneconomycross-bordershipment,whichismuchcheaperthanUPSorDHLetc.expressshipping,theDeliveryTimeisgenerally25-35LaborDays(approximately5-6weeks),specificshippingtimeshoulddependonlocaltransportationandshippingaddress.Thereasonwhyweoffersuchaneconomyshippingmethodistobringyoudesirableitematthebestprice.

Yourunderstandingandpatiencewillbemuchappreciated,andshouldyouhaveanyconcernspleasefeelfreetocontactusviaEBAYMESSAGE.We’llbearoundyouwithin24BusinessHours,andwearesureanyproblemcanbesolvedinasatisfactoryway.

KindRegards,

EbaySellerXXXX預(yù)防小包物流異常——關(guān)懷郵件

（小包正常發(fā)貨后20天）Dearvaluedcustomer,MuchappreciatedforyourwaitingandIcheckthatyouritemisstillontheway.Pleasetakeiteasy.Aswesaidbefore,itwouldtake25-35labordaystoyourshippingaddressandlongertimemaybeneededduetodifferentshippingaddressandlocaltransportation.Ifyouhaven’treceivedyouritemover35businessdaysafteryoupaidforit,pleasekindlycontactusbyEBayMessage.Surelywewoulddowhateverwecantohelpyouout.Pleaseknowthatcommunicationisthebestwaytosolvetheproblemandanyactiontakenonresolutioncenterwouldmakethepaymentfrozenandtakelongertimetosolveit.Wedohopeyouhaveagoodbuyingexperience,andunderstandthattheshippingsometimesisreallyoutofourcontrol.Anyfurtherquestions,pleasefeelfreetoadviceusbyEBAYMESSAGE.Thanksoncemoreforyourpurchase.Bestregards預(yù)防小包物流異常——關(guān)懷郵件

（小包正常發(fā)貨后30天）Hey,myfriend,Sorrytobotheryouagain.Haveyoureceivedyourparcelandiseverythingok?YouritemwasshippedviaChinaPostRegisteredAirmailanditgenerallytakesabout25-35BusinessDaystoarrive.Theexactdeliverytimemaybedifferentduetoyourshippingaddressandlocaltransportation.Ifyouhavenotreceivedordissatisfywithourgoodsorthegoodshavequalityissues,pleasedon`thesitatetocontactusbyEBAYMESSAGE.WepromisewewillhelpyououtbyallmeansandI’msurewecouldsolvetheprobleminamutualsatisfyingway.Ifyoualreadygotitandfeelsatisfiedwithourservice,pleasetakeyourtimetoleaveusapositivefeedbackand5starsDSR,sinceyourrecognitionisourmotivationindevelopingoursmallcompanyandimprovingourserviceforeachcustomer.Bestregards處理小包物流異常判斷：無(wú)論是否帶跟蹤號(hào)的小包，一般情況下超過(guò)35天，客人沒(méi)有收到物品，就定義為【異常】倉(cāng)庫(kù)同事發(fā)出【退件匯總】，在表格上的小包都為異常，這要聯(lián)系客人處理處理：1.30天關(guān)懷郵件發(fā)出2.客人回復(fù)沒(méi)有收到（有可能在發(fā)貨后30天、40天或者50天聯(lián)系）3.給一個(gè)deadline，讓客人等（結(jié)合45天/60天來(lái)分析）4.給客人solution（deadline/Refund/Replacement）ChinaPost-NT物流異常處理:

小包NT的處理比較直接，因?yàn)闆](méi)有跟蹤號(hào)，不能準(zhǔn)確判斷物品位置。35天前請(qǐng)求客人等7-9天，再提供resend/refund42天后可以建議提供resend，如果客人不愿意，想要refund，就答應(yīng)refund處理小包物流異常（NT）Wait…toRefund（example）Hifriend,Thanksforyourconfirmation.Asyoumayunderstand,theshippingtimeislargelydelayedduetothefestival.Wedosincerelyhopeyoucanwaitfor7moredayssincethepackageisonthewaynow.Ifyoucannotreceivetheitemtill5thJul,justinformusviaeBayMessageandwewouldresendyouanewitem.Howdoyouthinkaboutit?Ifit'surgentforyou,wecouldrefundyouthemoneyfirst,whenyoureceivetheitem,youcouldreturnthemoneybacktoourpaypalaccount.

WaitingforyourreplySincerely處理小包物流異常（NT）Replacement:(example)Hifriend,Thanksforyourcommunication.Wearereallysorryforthedelayduringthefestival.Eventhoughthepackageisstillontheway,wecouldresendyouanewone,butpleaseconfirmyourshippingaddressbeforethereplacement,ok?Asyoumayunderstand,awrongshippinginformationmayleadtothefailureofdelivery.Shouldyouhaveanyotherideas,pleasefeelfreetocontactus.Warmregards處理小包物流異常（NT）ChinaPost物流異常處理:常見情況分為：物品在途:解釋情況，說(shuō)服客人等待無(wú)法查詢:解釋情況，否定丟包，說(shuō)服客人等待丟包:表示理解，承認(rèn)郵政丟包，提供解決方法中途返航：事故原因歸于客觀，博取對(duì)方同情，提供解決方法處理小包物流異常Hithere,

Thanksforyourcontact.Noworryyouritemhasbeenshippedoutwithin2workingdaysafterreceivingyourpayment.Wecheckedyourtrackingnumberxxxxxxxxxxxxanditisonthewaytoyounow.Youcanlogonthesitetoviewthestatus<shipment.

>.Ingeneral,ittakesabout25-35BUSINESSdaysforcross-bordertransaction.BecauseofBOOMSEASON,thedeliverymaybealittledelay.Pleasebepatienttowaitforit.IfyoucannotreceivetheitemstillXXX(Date),pleasecontactusforFULLrefundORreplacement.Doyouagreetowaitforabout1week?Shouldyouhaveanydifferentsuggestions,pleasefeelfreetoletusknow.WearecertaintohelpyoubutemailmayberepliedwithinONEWORKINGDAYduetoTIMEDIFFERENCE.LookforwardtoyourreplyONEBAYMYMESSAGE.處理小包物流異常（物品在途）Asyoumayunderstand,weshippedtheitemviaChinaPostRecordedAirmailwhichyouselected(onthenextdayuponpaymentreceived).Itgenerallytakesabout25-35BUSINESSDays(approximately3-6workingweeks)toarrive.It'sthemosteconomicregisteredmailserviceinthemarketandobviouslyitstrackingfunctionismuchlesspowerfulcomparingtootherexpensiveserviceslikeDHL,UPS,EMSetc.Accordingtoourexperience,thecasethattheparcelistotallymissingisunlikelytohappen,andit’snormalthetrackinginfoupdatedalittlebitlatethattherealshipment.Sowe'llbereallyappreciatedifyoucouldkindlywaitforafewmoredaystoseeiftheparcelwillturnupatyourdoor.Also,youcanhavemywordsherethatiftheparceldoesn'tarrivebyXX-XX,pleaseletusknowandwewillissueyoutherefund.Bestregards處理小包物流異常（無(wú)法查詢）Hithere,Thanksforcontactingusassoonyoufoundouttheproblem.Justtakeiteasy,wewouldtryourbesttofigureitoutbyallmeans.Wearealsoconfusedabouttheshippingstatusonthewebsitewithyourtrackingnumber(xxxx)andjustcontactedChinaPostManager.Terriblysorrytoletyouknowyouritemmaygetlostduringtheshippingprocedure,whichistheunexpectedsituationoutofourcontrol.Inspiteofit,wehavetoprotectourcustomers’interestaswewantnothingmorefromourcustomersthan100%happywiththeirpurchase.Somaywesuggest2solutionsforyou?1.Wearegladtosendyouareplacementifyoustillwanttokeeptheorder.Pleasemakethementalpreparationonshippingtime.2.WecangiveyouFULLrefundifyouareurgenttobuyitlocally.Pleaseletusknowwhichoneworksforyou.Again,sincerelysorryforanybitinconvenienceitcausedandyourcooperationisgreatlyappreciated.Lookforwardtoyourconfirmation.Bestregards,處理小包物流異常（丟包）Thankyouforcontactingus.Muchappreciateforyourpatience.IjusttrackedyouritemRA545337882CNandfoundthatitisonthewaybacktoChinasincethelocalpostofficemightfailtocontactyou.Accordingtoourwarehousecolleagues,however,thereisnoinfoaboutthereturnitemyet.Asyoumayknow,shippingproblemisreallyoutofourcontrol.Althoughtheformeritemisstillontheway,wedohopeyoucanreceivetheitemASAP.Maywesuggestresendingyouanewonetomorrow?Sorryforanybitofinconvenience.Yourunderstandingandpatiencewillbemuchappreciated.Lookforwardtoyouragreementorotherideas.Best,處理小包物流異常（中途返航）拖延時(shí)間：到達(dá)目的地（聯(lián)系郵局/海關(guān)）PartialRefund,然后再多等一段時(shí)間處理小包物流異常（拖延時(shí)間）Hithere,Goodnewstoyou.Accordingtotheshipmentstatus,ithasarrivedatinwardofficeofexchange,Location:GERMANYonNovember7th.Wehaveattachedapictureonthismessageforyoutohavealook.Youcanlogonthiswebsite""tocheckit.SomeGermancustomersreflectedthattheygottheparcelaftercontactingwithlocalDHLpostoffice.Inthiscase,maywesuggestyoucontactingthelocalpostofficewiththetrackingnumber(XXXXX)forfurtherinformation