由于近日新型冠状病毒疫情，全国供应链及物流网络受到影响。延长的春节假期后，大批订单等待发货，客户服务也可能受到延迟。
为了确保良好的客户购物体验，建议与客户保持紧密沟通，设定客户的预期。Facebook联合第三方预备一些建议及讯息模版，电商客户可供参考。
1、网站首页提示
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 (链接) for any update. Customer Service will resume from Month Day.
2、Shipping Information页面提示
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 (链接) for any update. Customer Service will resume from Month Day.
3、商品页面：发货时间
如果商品页面有显示发货时间，应立即更新时间。
例如：从1-3 business days 更新至更长的时间，7-10 business days 或 1-2周, 取决于卖家的实际情况。
4、给未发货订单的客户的电邮模板
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 (链接) 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（常见问题回答模板）
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 staff 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?
未发货的订单 — Yes, your order can be canceled and a full refund to your original method of payment will be processed.
已发货的订单 — Your order has already been shipped. You can track it here ( 链接 ). 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、其他建议
主动，直接，有透明度的沟通
客户可能在这时候有很多疑问，也可能对他们的订单有点焦急。建议跟客户直接沟通，设定实际的预期，避免令客户再度失望。
缺货
如因未能及时采购物料或货品，而不能及时回货，建议主动联系客户，告知更新预计发货时间。如果客户选择取消订单，立即处理退款。另外，建议把缺货商品设定“Out of Stock”, 并在没有明确回货时效前，不再接受新订单。
推广活动
在供应链及物料还未恢复正常前，建议暂时停止电邮推销项目或特别推广活 动，以免进一步增加压力。可以在这段时间，预备一些推广活动待供应链及物料还未恢复正常后用。
退款
如果客户在这时候要求退款，尤其是未发货的订单，应该全数退款。
提供折扣
考虑给所有受影响的客户一个Promo Code，折扣可在下一次下单时用。
ps：一个重要好消息
最后分享一个好消息：2月3日上午，杭州地区首份新型冠状病毒肺炎疫情不可抗力事实性证明出炉。相信很多人还不太了解这项政策，下面YinoLnk易诺带领大家了解下。
不可抗力事实性证明是什么？
不可抗力事实性证明属于商事证明领域中的事实性证明行为，是指由中国贸促会及其授权的分、支会应申请人的申请，对与不可抗力有关的事实进行证明，出具后当事人可以部分或全部免除不履行、不完全履行和迟延履行合同的责任。该证明已得到全球200多个国家和地区的政府、海关、商会和企业的认可，在域外具有很强的效力。
不可抗力事实性证明如何开具？
为了降低病毒感染风险，也为了助力企业最大限度减轻因疫情造成不能履行合同的责任，维护企业合法权益，杭州市贸促会此次出具的证明文件经网上申请、线上沟通。
企业需提交的佐证材料如下：
1.企业所在地政府、机构出具的证明/公告；
2.海陆空相关延运、延飞、取消等通知/证明；
3.出口货物买卖合同、货物订舱协议、货运代理协议、报关单等；
4.其他所能提供的材料。
受理部门：杭州市贸促会驻行政服务中心二楼窗口
联系电话：0571-87008769/87008551
QQ群：649853525、271460801
办证地址：杭州市解放东路18号市民中心H楼2楼
注意：2月3日开放的杭州市行政服务中心和“市民之家”暂停窗口现场办理业务。
对于应急的确需现场办理的特殊情况，可拨打96345进行咨询和预约后办理，人员尽量不到现场，特殊情况需要到现场的请佩戴好口罩，配合做好体温检测等防控工作，并在大厅规定处交接文件。（来源：YinoLink周5出海）
以上内容属作者个人观点，不代表本站立场！如有侵权，请联系我们。
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