跨境賣家如何利用站內(nèi)信提高轉(zhuǎn)化率？

站內(nèi)信，是在亞馬遜等跨境電商平臺(tái)上買賣雙方進(jìn)行有效交換的主要渠道，也是賣家向買方傳遞信息的一個(gè)主要門(mén)路，因此，雙方都非常的看重。

通過(guò)站內(nèi)信，買家可以看到賣家發(fā)送的商品促銷信息，賣家經(jīng)常通過(guò)站內(nèi)信去提醒買家進(jìn)行支付和對(duì)商品進(jìn)行評(píng)價(jià)等等。

所以站內(nèi)信非常重要，亞馬遜對(duì)于站內(nèi)信也規(guī)矩了嚴(yán)苛的請(qǐng)求，很多信息是不能夠宣布，那么，怎么樣發(fā)站內(nèi)信？發(fā)站內(nèi)信時(shí)需要注意什么呢？一起來(lái)看看！

01

站內(nèi)信是什么？

站內(nèi)信通知是為方便商務(wù)信件往來(lái)而設(shè)的服務(wù)功能，類似于郵箱，是賣家和買家溝通的渠道。

賣家經(jīng)常會(huì)在站內(nèi)信中收到來(lái)自買家對(duì)于商品價(jià)錢(qián)、產(chǎn)品參數(shù)、訂單服務(wù)的咨訊問(wèn)題；而賣家也可以通過(guò)站內(nèi)信自動(dòng)引誘買家支付和邀請(qǐng)留評(píng)等。

如果是賣家要主動(dòng)與買家進(jìn)行聯(lián)系，亞馬遜給賣家設(shè)定了嚴(yán)格的站內(nèi)信主題，只有主題之內(nèi)的內(nèi)容才符合亞馬遜的站內(nèi)信政策。

確認(rèn)訂單詳情

禮貌的退款

協(xié)調(diào)大件或重型商品的配送

通知配送訂單存在問(wèn)題

發(fā)送發(fā)票

其他

亞馬遜站內(nèi)信入口在哪？

后臺(tái)首頁(yè)點(diǎn)擊買家消息就可以進(jìn)入站內(nèi)信：

當(dāng)你進(jìn)入站內(nèi)信頁(yè)面，最先顯示的是需要你回復(fù)的郵件，并且會(huì)顯示回復(fù)剩余時(shí)間。你也可以通過(guò)左邊搜索框刪選具體某一訂單的郵件記錄。

右邊通常顯示的是客戶的訂單詳情。而中間則是郵件正文內(nèi)容。你可以給郵件添加附件，但是附件的總大小必須小于10MB。

02

站內(nèi)信發(fā)送技巧

1.內(nèi)容不能有利益誘惑

當(dāng)你的產(chǎn)品被買家留了差評(píng)以后，我們通常會(huì)想到的做法就是通過(guò)退款、贈(zèng)送禮品等方式來(lái)引導(dǎo)買家刪除差評(píng)，或者通過(guò)這種利益誘惑的方式邀請(qǐng)買家留下評(píng)論。

但是亞馬遜與買家進(jìn)行站內(nèi)信往來(lái)的過(guò)程中，這種以獎(jiǎng)勵(lì)性行為誘導(dǎo)買家刪評(píng)或者留評(píng)的行為是亞馬遜所禁止的。輕則會(huì)被限制警告，重則賬號(hào)也有被關(guān)閉的風(fēng)險(xiǎn)。所以在發(fā)送亞馬遜站內(nèi)信的時(shí)候，內(nèi)容千萬(wàn)不能包含有利益誘惑。

2.不能含有真實(shí)郵箱地址

買家和賣家通過(guò)亞馬遜站內(nèi)信溝通的時(shí)候，郵箱后綴往往是亞馬遜官方的，這也是亞馬遜為了避免雙方線下交易或者談判而制定的規(guī)則。

所以買家在發(fā)送站內(nèi)信的內(nèi)容中也不能包含其他站外的真實(shí)郵箱，因?yàn)橐坏┌渌就忄]箱地址一般都會(huì)被系統(tǒng)檢測(cè)出來(lái)從而屏蔽了郵箱信息。另外如果站內(nèi)信中包含真實(shí)郵箱，很有可能受到亞馬遜的警告。

3.站內(nèi)信不能含購(gòu)買鏈接

站內(nèi)信除了買賣雙方進(jìn)行訂單溝通外，部分賣家也會(huì)想要通過(guò)亞馬遜站內(nèi)信來(lái)為產(chǎn)品引流，比如給買家發(fā)送新品鏈接和新品優(yōu)惠碼。然而這種行為也是亞馬遜所不允許的。

4.不能向買家索取評(píng)論

賣家通過(guò)發(fā)送站內(nèi)信向買家索取評(píng)論，這樣的行為雖然不鼓勵(lì)但也可以發(fā)的。記住，索評(píng)郵件的內(nèi)容要避免涉及亞馬遜嚴(yán)禁的“獎(jiǎng)勵(lì)性、退款、折扣、禮物等”詞；索評(píng)郵件發(fā)送時(shí)間應(yīng)選擇周二至周五早上10點(diǎn)左右發(fā)送郵件最好。

5.標(biāo)志不須要回復(fù)

一般情形下，賣家收到信件后，下方會(huì)看到“Mark as no response needed”，意思就是不須要再回復(fù)。

這個(gè)是亞馬遜為了避免商家為滿足平臺(tái)請(qǐng)求而回復(fù)一些無(wú)關(guān)緊要的話，這樣過(guò)多的郵件往來(lái)必定水平上會(huì)影響買家的購(gòu)物體驗(yàn)，所以特殊做了這一功效。當(dāng)買家發(fā)來(lái)郵件表現(xiàn)問(wèn)題已經(jīng)解決后，不須要再進(jìn)行回復(fù)了，商家就可以點(diǎn)擊“Mark as no response needed”。

6.設(shè)置常用郵件模板

很多時(shí)候，在溝通中，會(huì)涌現(xiàn)很多慣例性、頻繁的話語(yǔ)，這時(shí)，商家就可以在平時(shí)設(shè)置一些慣例模板，來(lái)迅速回復(fù)信息，減少郵件編纂發(fā)送的時(shí)光。

03

常見(jiàn)站內(nèi)信模板

1.亞馬遜賣家發(fā)貨到達(dá)時(shí)間郵件模板

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.回復(fù)買家詢問(wèn)物流情況的郵件模板

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.先填單,漏發(fā)貨后，向客人解釋的郵件模板

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.產(chǎn)品發(fā)貨后，客戶提出要換貨的回信郵件模板

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,

5.買家要求退貨，賣家回信郵件模板（自發(fā)貨）

Dear----

Thank you for contacting us regarding your inquiry.

We found your return request.Could I know the reason why you want to refund?

Are there any issues of our product?

If yes,could you sent the photo of the issues thus we can help you better and submit to QC.

Will it be possible to give new one as a compensation?

Or how about we make you a partial refund as a way to make up for this?

Looking forward to your reply soon.

Best regards

6.亞馬遜賣家邀feedback的郵件模板

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

7.客戶詢問(wèn)貨物的tracking number的回信郵件模板

Dear————,

Thank you for contacting us regarding your inquiry.

Orders are shipped within two days after they are placed.Usually,we are able to ship orders the next day.Weekend orders are shipped on the following Monday.Please allow 3-7 business days after shipment for delivery.You will receive a shipping confirmation email from Amazon when the shipping information has been uploaded.

Your patience and understanding are greatly appreciated.If you have any other questions or concerns,feel free to contact us.

Best regards

8.邀請(qǐng)顧客成為老客戶群郵件

Dear_______,

Thanks for your kindly support for店鋪名.

To express our grateful,we want to invite you join in our“VIP team（自己取名）”

Our VIP team member（自己取名）can experience our new product in advance and enjoy discount.

Just contact us with order ID by contacting our email on attachment.（把郵箱放在附件上）

We are waiting for your email.

Have a good time.

Best regards,

9.買家不知道如何使用產(chǎn)品的回信郵件模板

Dear————,

Thank you for contacting us regarding your inquiry.

We are really grateful with your question Thus we can realize our shortage of product listing.

We will update our listing to perfect our product information.

There is the latest instruction of our product.Please check the attachment for your reference.

If you still have any question,please be free to contact with us.

We will do our best to help you ASAP.

Best regards,

10.給買家補(bǔ)發(fā)自發(fā)貨售后件的通知模板

Dear————,

Hope you are fine and doing well.

We have already arrange the replacement to you for your reference.

（產(chǎn)品具體參數(shù)）

The tracking number is _______________,please click the attachment to get more detail.

It will take 7-10 day to arrive your city because of the long distance.

Thanks for your kindly understanding and support.

If you still have any question,please be free to contact with us.

We will do our best to help you ASAP.

Best regards,