Customer Service Must See

[Customer Service Must See] Buyers' replying skills related to the epidemic (with the latest functional guidelines for buyer conversation)

Dear AliExpress merchants,

Recently, merchants may receive inquiries from overseas consumers about the epidemic or package safety. Please avoid using exaggerated words such as epidemic, disaster, pandemic, horrible, terr. ible (epidemic can be replaced by out break), Russian эпидемия, катастрофа, пандемия, ужасный, please avoid fabricating facts or citing unfounded information to avoid causing unnecessary panic.

The platform has filtered some common answers (it is recommended to use a multilingual version according to the target user language) for your reference. For questions with a large number of user inquiries recently, please quickly use the latest batch access function and the upgraded automatic reply function to improve the overall efficiency (see the bottom of this page for specific strategies). Half of the part;) Work together to stop the epidemic. Thank you for your understanding and support!

Please click: Order (User) Retention Program Merchant Guide Buyer Session Latest Release Function Guidelines

Scenario 1: China's current situation of the epidemic/whether it continues to spread/whether it has been controlled/what countermeasures the country or platform has taken/all inquiries related to the epidemic;

Answer:

English: Thank you for the enquiry, please refer to the official announcement of WHO and other authorities .

Arabic:يرجى الرجوع إلى البيان الرسمي لمنظمة الصحة العالمية (WHO) والسلطات الأخرى.

Spanish (Spain): Consulte el anuncio oficial de la OMS y otras autoridades.

French:Veuillez référer à l'annonce officielle de l'Organisation mondiale de la Santé et les autres auto rités.

Hebrew (Israel): אנא עיין בהודעה הרשמית של ארגון הבריאות העולמי ורשויות אחרות.

Korean: WHO 및 기타 당국의 공식 발표를 참조하십시오.

Polish:Należy zapoznać się z oficjalnym oświadczeniem Światowej Organizacji Zdrowia (WHO) oraz stosowny ch organów

Portuguese (Brazil): Por favor, consulte o anúncio oficial da OMS e outras autoridades.

Russian: Спасибо за вопрос.! Пожалуйста, обратитесь к официальном заявлениям аторитетных оргазов: ВОЗ и Роспотребнадзору в России .

Scenario 2: Delay in the seller's delivery/confirmation cancellation of order/logistics/dispute response;

Answer:

English: Dear customer, thanks for shopping with us. It's been a challenging start of year, and we'd like to thank you for being with us! We are sorry to inform you that your order might be impacted by regulation of local authorites which extended the holiday in China. However, please rest assured that we are making every effort to ship your parcel as soon as possible . Should you want to cancel the order, please raise a cancellation request and we will deal with it as soon as possible.

Arabic:

عزيزي العميل، معظم موظفونا خارج أوقات الخدمة بسب مهرجان الربيع الصيني الممتد، لذا فإنه من يوم 19 ين اير بتوقيت منطقة المحيط الهادئ إلى يوم 18 فبراير بتوقيت منطقة المحيط الهادئ، قد تشهد تمديدا لفترة ا لإعداد، وفترة إلغاء الحجز، وفترة النزاع والوقت المقدر لتوصيل الطلبات. نحن نبذل قصارى جهدنا لتوصيل طلبك بأسرع ما يمكن. نقدر تفهمك."

Spanish (Spain): Estimado cliente, debido a la prórroga de la Fiesta de Primavera de China, la mayoría de n uestro personal está fuera de su deber, por lo que desde el 19 de enero PT hasta el 18 de febrero PT , es posible que vea una prorrogación del período de preparación, el tiempo de cancelación, el tiemp o de disputa y el tiempo estimado de entrega de los pedidos. Estamos haciendo todo lo posible para entregar su pedido lo más rápido posible. Agradecemos su comprensión.

French:Cher client, en raison de la prolongation des vacances du nouvel an chinois la plupart de nos per sonnels sont en congé, donc du 19 janvier PT au 18 février PT, vous pouvez voir une prolongation pou r la période de préparation, le temps d'annulation, le temps de litige et le délai de livraison esti mé des commandes. Nous faisons de notre mieux pour livrer votre commande le plus vite possible. Nous apprécions votre compréhension.

Hebrew (Israel): לקוח יקר, בגלל פסטיבל האביב הסיני המורחב, רוב הצוות שלנו אינו עובד, לכן החל מה -19 בינואר PT ועד ה- 18 בפברואר PT, ייתכן שתראה הארכה לתקופת ההכנה, זמן הביטול, זמן המחלוקת וזמן האספקה המשוער של הזמנות אנחנו מנסים כמיטב יכולתנו כדי לספק ההזמנה שלך מהר ככל האפשר. מעריכים את ההבנה שלך.

Korean:사랑하는 고객님, 중국 구정연휴 연장함으로 저희 대부분 직원들이 근무하지 않기 때문에 1 월 19 일 (태평양 표준시)부터 2 월 18 일 (태평양 표준시)까지 주문 준비 기 간, 취소 시간, 분쟁 시간 및 배송 예상 시간이 연장된 ⁇ 을 보실 수 있습니다. 귀하의 주문품을 최대한 한 좋리 배달하기 위해 저희들이 최선을 다하고 있습니다. 이해해 주 ⁇ 서 감사합니다.

Polish:Szanowny kliencie! Ze względu na przedłużone obchody chińskiego Święta Wiosny większość naszych pracowników przebywa na Urlopie. Oznacza to, że od 19 stycznia do 18 lutego (czasu pacyficznego) czas potrzebny na przygotowanie wysy łki, anulowanie zamówienia lub przeprowadzenie postępowania w sprawie sporu, a także szacowany termi n dostawy mogą ulec wydłużeniu. Dokładamy wszelkich starań, aby zapewnić możliwie najkrótsze terminy dostaw. Dziękujemy za zrozumienie.

Portuguese (Brazil): Caro cliente, devido ao prolongado do Festival da Primavera da China, a maioria de nossos f uncionários estão fora de serviço, por isso, a partir do dia 19 de Janeiro P.T., até o dia 18 de Fev ereiro P.T., você poderá ver uma extensão para período de preparação, tempo de cancelamento, tempo d e disputa e tempo estimado de entrega de pedidos. Nós estamos tentando o nosso melhor para entregar seu pedido o mais rápido possível. Agradecemos a sua compreensão.

Russian: Уважаемый клиент! Из-за недавно объявленного продления китайского Новогода и связанных с ним каникул, некоторые зак азы, которые размещены на AliExpress 20 января или позднее, могут быть обработаны и отправлены с зад ержкой. Мы стараемся доставить ваш заказ как можно быстрее! Ценим ваше понимание!

Scenario 3: Pending delivery - I want to apply for cancellation of the order due to the epidemic;

Answer:

English: Dear customer, please don't worry about your shopping. You may refer to the latest clarification of WHO that packages from China are not at risk of contracting Coronaviruses since the virus do not survive long on objects (link available at: https://twitter.co m/WHO/status/1223532656778010624? s=19). Please rest assured of the safety of our packages. If you do not want to receive the order any more, you can request to cancel it on order detail page and we will deal with it as soon as possible.

Russian: Уважаемый клиент! По последним официальным комментариям ВОЗ и Роспотребнадзора посылки из Китая безопасны, риска зараз иться коронавирусом через них нет. Вирус не выдерживает перепадов температур и не живет дольше 48 часов (сылка доступна по адресу: htt ps://twitter.com/WHO/status/1223532656778010624? s=19). Тем не менее, если вы все-таки хотите отказаться от посылки, вы можете отправить запрос на отмену за каза и мы обработаем его в ближайшее время.

Spanish (Spain): Estimado cliente, no se preocupe por sus compras. Puede consultar la última aclaración de la OMS de que el recibo de los paquetes de China no corre el riesgo de contraer el Coronavirus ya que el virus no sobrevive por mucho tiempo en los objetos (enl ace disponible en: https://twitter.com/WHO/status/1223532656778010624? s=19). Puede estar seguro de la seguridad de nuestros paquetes. Si ya no desea recibir el pedido, puede solicitar cancelarlo en la página de detalles del pedido y l o trataremos lo antes posible.

French:Cher client, veuillez ne pas vous inquiéter à propos de vos achats. Vous pouvez vous référer à la dernière clarification de l'OMS selon laquelle les colis en provenance de Chine ne sont pas à risque de contracter le coronavirus puisque le virus ne survit pas longtemps sur les objets (lien disponible sur: https://twitter.com/WHO/status/1223532656778010624? s=19). Soyez assuré de la sécurité de nos colis. Si vous ne voulez plus recevoir la commande, vous pouvez demander à l'annuler sur la page de détail de la commande et nous nous en occuperons dès que possible.

Arabic: عزيزي العميل، يرجى عدم القلق بشأن عملية التسوق الخاصة بك. يمكنك الرجوع إلى أحدث توضيح صادر عن منظمة الصحة العالمية بأن الطرود القادمة من الصين لا تتعرض لخطر ا لإصابة بفيروس كورونا حيث أن هذا الفيروس لا يعيش لمدة طويلة على الأشياء (يتوفر الرابط على: https://tw itter.com/WHO/status/1223532656778010624? s=19). يرجى الاطمئنان بشأن سلامة الطرود الخاصة بنا. إذا لم تعد ترغب في استلام الطلب، يمكنك طلب إلغائه على صفحة تفاصيل الطلب وسوف نتعامل معه في أقرب وقت ممكن.

Hebrew (Israel):לקוח יקר, אל תדאגי בקניות שלך. אתה יכול להתייחס לבירור האחרון של ארגון הבריאות העולמי כי חבילות מסין אינן נמצאות בסיכון להידבק בקור ונווירוס מכיוון שהנגי ⁇ אינו שורד זמן רב על עצמים (קישור זמין בכתובת: https://twitter.com/WHO/status/ 1223532656778010624? s=19) אנא לסמוך ולהיות בטוח בבטיחות החבילות שלנו. אם אינך מעוניין לקבל את ההזמנה יותר, תוכל לבקש לבטל אותה בעמוד פרטי ההזמנה ואנחנו נטפל בה בהקדם האפש רי.

Korean: 사랑하는 고객님, 쇼핑에 대해 ⁇ 정하지 마십시오. 코로나바이러스가 물체에서 오래 생 ⁇ 할 수 없기 때문에 중국에서 오는 소포가 코로나바이러스를 감할염 위험이 없다는 WHO의 최신 해명을 참조실실 수 있습니다 (링크: https:// twitter.com/WHO/status/1223532656778010624? s=19). 저희 소포의 안전에 대해 안심하십시오. 주문을 더 이상 원하지 않으시면 주문 세부 정보 페이지에서 취소를 요청하실 수 있습니다. 저희는 최대한 한좋리 처리해드리겠습니다.

Polish:Szanowny kliencie, nie martw się o swoje zakupy. Według najnowszego wyjaśnienia WHO paczki z Chin nie stwarzają ryzyka zarażeniem koronawirusem, poni eważ wirus nie może przetrwać dłuższego czasu na przedmiotach (link dostępny pod adresem: https://tw itter.com/WHO/status/1223532656778010624? s=19). Możesz mieć pewność co do bezpieczeństwa naszych paczek. Jeżeli mimo wszystko nie chcesz otrzymać zamówienia, możesz poprosić o jego anulowanie na stronie sz czegółów zamówienia, a my zajmiemy się tym możliwie jak najszybciej.

Portuguese (Brazil): Caro cliente, por favor não se preocupe com suas compras. Você pode consultar a clarificação mais recente da OMS de que pacotes da China não correm o risco de contrair o Coronavírus como o vírus não sobrevive por muito tempo em objetos (link disponível em: h ttps://twitter.com/WHO/status/1223532656778010624? s=19). Por favor, tenha certeza da segurança de nossos pacotes. Se você não quiser receber a ordem, pode pedir para a cancelar na página de de detalhes da ordem e nós vamos lidar com isso o mais rápido possível.

Scenario 4: To be received - I don't want to package because of the epidemic;

Answer:

English: Please note that the package of the order is in transit and it could not be cancelled now. If you do not want it, you may try to return the package before its acceptance; when the package was returned, you can open dispute for a refund.

Besides, please don't worry about your shopping. You may refer to the latest clarification of WHO that packages from China are not at risk of contracting Coronaviruses since the virus do not survive long on objects (link available at: https://twitter.co m/WHO/status/1223532656778010624? s=19). Please rest assured of the safety of our packages."

Russian: Обращаем ваше внимание, что заказ находится в пути и сейчасотменить его нельзя. Если вы хотите отказаться от посылки, попробуйте вернуть ее в пункте выдачи. Когда заказ будет возвращен, вы можете снова связаться с AliExpress для возврата денежных средств.

Уважаемый клиент! По последним официальным комментариям ВОЗ и Роспотребнадзора посылки из Китая безопасны, риска зараз иться коронавирусом через них нет. Вирус не выдерживает перепадов температур и не живет дольше 48 часов (сылка доступна по адресу: htt ps://twitter.com/WHO/status/1223532656778010624? s=19). Тем не менее, если вы все-таки хотите отказаться от посылки, вы можете отправить запрос на отмену за каза и мы обработаем его в ближайшее время.

Spanish (Spain): Tenga en cuenta que el paquete del pedido está en tránsito y no se puede cancelar ahora. Si no lo desea, puede intentar devolverlo antes de su aceptación; cuando se lo devuelva, puede poner se en contacto con el servicio de AliExpress para obtener un reembolso. Además, no se preocupe por sus compras. Puede consultar la última aclaración de la OMS de que el recibo de los paquetes de China no corre el riesgo de contraer el Coronavirus ya que el virus no sobrevive por mucho tiempo en los objetos (enl ace disponible en: https://twitter.com/WHO/status/1223532656778010624? s=19). Puede estar seguro de la seguridad de nuestros paquetes.

French: Veuillez noter que le paquet de la commande en transit et il ne peut pas être annulé maintenant. Si vous ne le voulez pas, vous pouvez essayer de retourner le paquet avant son acceptation; lorsque le colis a été retourné, vous pouvez contacter le service AliExpress pour un remboursement.

En plus, veuillez ne pas vous inquiéter à propos de vos achats. Vous pouvez vous référer à la dernière clarification de l'OMS selon laquelle les colis en provenance de Chine ne sont pas à risque de contracter le coronavirus puisque le virus ne survit pas longtemps sur les objets (lien disponible sur: https://twitter.com/WHO/status/1223532656778010624? s=19). Soyez assuré de la sécurité de nos colis.

Arabic: يرجى ملاحظة أن طرد طلبك في طريقه إليك ولا يمكن إلغاؤه الآن. إذا كنت لا تريد الطرد، يمكنك محاولة إرجاعه قبل قبوله عندما يتم إرجاع الطرد، يمكنك الاتصال بخدمة Ali Express لطلب استرداد المال.

إلى جانب ذلك، يرجى عدم القلق بشأن عملية التسوق الخاصة بك. يمكنك الرجوع إلى أحدث توضيح صادر عن منظمة الصحة العالمية بأن الطرود القادمة من الصين لا تتعرض لخطر ا لإصابة بفيروس كورونا حيث أن هذا الفيروس لا يعيش لمدة طويلة على الأشياء (يتوفر الرابط على: https://tw itter.com/WHO/status/1223532656778010624? s=19). يرجى الاطمئنان بشأن سلامة الطرود الخاصة بنا.

Hebrew (Israel): לידיעתך, חבילת ההזמנה שלך במעבר ולא ניתן היה לבטל אותה כעת. אם אתה לא רוצה את זה, אתה יכול לנסות להחזיר את חבילה לפני קבלתה; כאשר החבילה הוחזרה, אתה יכולפנות לשירות עבור החזר של אלי אקספרס

חוםמזה, אל תדאגי בקניות שלך. אתה יכול להתייחס לבירור האחרון של ארגון הבריאות העולמי כי חבילות מסין אינן נמצאות בסיכון להידבק בקור ונווירוס מכיוון שהנגי ⁇ אינו שורד זמן רב על עצמים (קישור זמין בכתובת: https://twitter.com/WHO/status/ 1223532656778010624? s=19) אנא לסמוך ולהיות בטוח בבטיחות החבילות שלנו.

Korean: 주문하신 상품이 배송 중이며 지금 취소 할 수 없다는 ⁇ 에 유의하십시오. 원하지 않으시면 소포를 수 ⁇ 하시기 전에 반품을 시도하실 수 있습니다; 소포가 반환 ⁇ 면 AliExpress 서비스에 연 ⁇ 하여 환불받으실 수 있습니다.

게다가 고객님의 쇼핑에 대해 ⁇ 정하지 마십시오. 코로나바이러스가 물체에서 오래 생 ⁇ 할 수 없기 때문에 중국에서 오는 소포가 코로나바이러스를 감할염 위험이 없다는 WHO의 최신 해명을 참조실실 수 있습니다 (링크: https:// twitter.com/WHO/status/1223532656778010624? s=19). 저희 소포의 안전에 대해 안심하십시오.

Polish: Należy pamiętać, że nie można dokonać anulowania zamówienia po jego wysłaniu. Jeśli chcesz zrezygnować z zamówienia, możesz spróbować dokonać zwrotu przesyłki przed jej przyjęcie m. Po odesłaniu zakupionego towaru skontaktuj się z AliExpress w celu uzyskania zwrotu pieniędzy.

Poza tym nie martw się o swoje zakupy. Według najnowszego wyjaśnienia WHO paczki z Chin nie stwarzają ryzyka zarażeniem koronawirusem, poni eważ wirus nie może przetrwać dłuższego czasu na przedmiotach (link dostępny pod adresem: https://tw itter.com/WHO/status/1223532656778010624? s=19). Możesz mieć pewność co do bezpieczeństwa naszych paczek.

Portuguese (Brazil): Por favor note que o pacote da ordem está em trânsito e não poderia ser cancelado agora. Se você não o quiser, pode tentar devolver o pacote antes de sua aceitação; quando o pacote foi devo lvido, você pode entrar em contato com o serviço de AliExpress para um reembolso.

Além disso, por favor não se preocupe com suas compras. Você pode consultar a clarificação mais recente da OMS de que pacotes da China não correm o risco de contrair o Coronavírus como o vírus não sobrevive por muito tempo em objetos (link disponível em: h ttps://twitter.com/WHO/status/1223532656778010624? s=19). Por favor, tenha certeza da segurança de nossos pacotes.

Scenario 5: Pending receipt - the Sino-Russian border is closed, worried about receiving problems (for Russian buyers);

Answer:

English:According to the information obtained so far, some of the ports on the Sino-Russian border have s Topped passengers from entering, but goods can still be transported. Due to newly announced extension of Chinese New Year holiday and related regulations, orders placed on AliExpress on or after Jan 20th may experience processing and shipping delays. We are sincerely sorry for the inconvenience caused.

Russian: Согласно недавней официальной информациии, в отличие от пассажирских перевозок грузовые перевозки между Китаем и Россией никак не ограничены. Из-за недавно объявленного продления китайского Новогода и связанных с ним каникул, некоторые зак азы, которые размещены на AliExpress 20 января или позднее, могут быть обработаны и отправлены с зад ержкой. Мы приносим свои искренние извинения в связи со сложившейся ситуацией. Cвяжитесь, пожалуйста, с продавцом или службой поддержки, чтобы уточнить детали. Спасибо!

Scenario 6: How to extend the buyer's protection period due to receiving-slow logistics;

Answer:

English:Since the order delivery time might be delayed on those days, you can negotiate with seller to he lp you to extend the guarantee delivery period of your order.

Russian: В связи с тем, что время доставки вашего заказа может быть увелдичено, вы можете договориться с продавцом о продлении гарантийного срока доставки вашего заказа.

Spanish (Spain): Dado que el tiempo de entrega del pedido puede retrasarse en esos días, puede negociar con el vendedor para ayudar a extender el período de entrega de garantía de su pedido.

French:Étant donné que le délai de livraison des commandes peut être retardé ces jours-là, vous pouvez n égocier avec le vendeur pour vous aider à prolonger la période de livraison garantie pour votre comm ande.

Arabic:نظرا لأن وقت تسليم الطلب قد يتأخر هذه الأيام، يمكنك التفاوض مع البائع لمساعدتك فيتمديد فترة ت سليم الضمان للطلب الخاص بك.

Hebrew (Israel): מכיוון שזמן אספקת ההזמנה עשוי להתעכב בימים ההם, אתה יכול לנהל משא ומתן עם המוכר כדי לעזור לך להאריך את תקופת מסירת הערבות להזמנתך.

Korean:주문 배송 시간이 지연 ⁇ 수 있으니 주문의 배송 보증 기간을 연장하는 ⁇ 을 도와 달라고 판매자와 협상하실 수 있습니다.

Polish: Ponieważ w tych dniach termin dostawy zamówienia może być opóźniony, możesz negocjować ze sprzed awcą, aby pomógł w przedłużeniu gwarantowanego terminu dostawy Twojego zamówienia.

Portuguese (Brazil): Como o prazo de entrega do pedido pode ser atrasado nesses dias, você pode negociar com o v endedor para lhe ajudar a estender o período de entrega da garantia de seu pedido.

Scenario 7: After receiving the goods - I want to return the goods due to the epidemic;

Answer:

English:After opening a dispute, you are generally entitled to 14-day product return period if the disput e fails. In this case, please be aware, you may need to cover the returning shipping fees.

Please don't worry about your shopping. You may refer to the latest clarification of WHO that packages from China are not at risk of contracting Coronaviruses since the virus do not survive long on objects (link available at: https://twitter.co m/WHO/status/1223532656778010624? s=19). Please rest assured of the safety of our packages.

Russian: После открытия спора, вы имеете право на 14-дневный период возврата товара, если разногласия не удалось уладить. В этом случае обратите внимание на то, что вам, возможно, нужно будет оплатить транспортные расходы.

Уважаемый клиент! По последним официальным комментариям ВОЗ и Роспотребнадзора посылки из Китая безопасны, риска зараз иться коронавирусом через них нет. Вирус не выдерживает перепадов температур и не живет дольше 48 часов (сылка доступна по адресу: htt ps://twitter.com/WHO/status/1223532656778010624? s=19). Тем не менее, если вы хотите отказаться от посылки, вы можете отправить запрос на отмену заказа и мы обработаем его в ближайшее время.

Spanish (Spain): Después de abrir una disputa, generalmente tiene derecho a un período de devolución del pr oducto de 14 días si la disputa falla. En este caso, tenga en cuenta que es posible que deba pagar las tarifas de envío de de devolución.

No se preocupe por sus compras. Puede consultar la última aclaración de la OMS de que el recibo de los paquetes de China no corre el riesgo de contraer el Coronavirus ya que el virus no sobrevive por mucho tiempo en los objetos (enl ace disponible en: https://twitter.com/WHO/status/1223532656778010624? s=19). Puede estar seguro de la seguridad de nuestros paquetes.

French:Après l'ouverture d'un litige, vous avez généralement droit à une période de retour de produit de 14 jours en cas d'échec du litige. Dans ce cas, veuillez être conscient, vous devrez peut-être couvrir les frais d'expédition de retour .

Veuillez ne pas vous inquiéter à propos de vos achats. Vous pouvez vous référer à la dernière clarification de l'OMS selon laquelle les colis en provenance de Chine ne sont pas à risque de contracter le coronavirus puisque le virus ne survit pas longtemps sur les objets (lien disponible sur: https://twitter.com/WHO/status/1223532656778010624? s=19). Soyez assuré de la sécurité de nos colis.

Arabic:بعد فتح نزاع، يحق لك بشكل عام الحصول على فترة إرجاع للمنتج لمدة 14 يوممما في حال فشل النزاع. في هذه الحالة، يرجى الانتباه، أنك قد تحتاج لتغطية رسوم شحن الإرجاع.

يرجى عدم القلق بشأن عملية التسوق الخاصة بك. يمكنك الرجوع إلى أحدث توضيح صادر عن منظمة الصحة العالمية بأن الطرود القادمة من الصين لا تتعرض لخطر ا لإصابة بفيروس كورونا حيث أن هذا الفيروس لا يعيش لمدة طويلة على الأشياء (يتوفر الرابط على: https://tw itter.com/WHO/status/1223532656778010624? s=19). يرجى الاطمئنان بشأن سلامة الطرود الخاصة بنا.

Hebrew (Israel): לאחר פתיחת סכסוך, בדרך כלל אתה זכאי לתקופת החזרת מוצר של 14 יום אם המחלוקת נכשלה. במקרה זה, שים לב, יתכן שתצטרך לכסות את דמי המשלוח החוזרים.

נא,אל תדאג בקניות שלך. אאתה יכול להתייחס לבירור האחרון של ארגון הבריאות העולמי כי חבילות מסין אינן נמצאות בסיכון להידבק בקו רונווירוס מכיוון שהנגי ⁇ אינו שורד זמן רב על עצמים (קישור זמין בכתובת: https://twitter.com/WHO/status /1223532656778010624? s=19) אנא לסמוך ולהיות בטוח בבטיחות החבילות שלנו.

Korean:분쟁를 제기한 후에 실패하면 일반ʡ으로 14 일의 반품 기간이 주어집니다. 이 경우에는 반품 배송비를 부담하 ⁇ 야 할 수도 있는 ʡ에 유의하 ⁇ 야 합니다.

고객님의 쇼핑에 대해 ⁇ 정하지 마십시오. 코로나바이러스가 물체에서 오래 생 ⁇ 할 수 없기 때문에 중국에서 오는 소포가 코로나바이러스를 감할염 위험이 없다는 WHO의 최신 해명을 참조실실 수 있습니다 (링크: https:// twitter.com/WHO/status/1223532656778010624? s=19). 저희 소포의 안전에 대해 안심하십시오.

Polish: Po wszczęciu postępowania w sprawie sporu zazwyczaj przysługuje Ci 14 dni na zwrot towaru, jeśli nie nastąpi rozwiązanie sporu. W tym przypadku należy pamiętać, że być może będziesz zobowiązany/-a pokryć koszty zwrotu przesyłki.

Nie martw się o swoje zakupy. Według najnowszego wyjaśnienia WHO paczki z Chin nie stwarzają ryzyka zarażeniem koronawirusem, poni eważ wirus nie może przetrwać dłuższego czasu na przedmiotach (link dostępny pod adresem: https://tw itter.com/WHO/status/1223532656778010624? s=19). Możesz mieć pewność co do bezpieczeństwa naszych paczek.

Portuguese (Brazil): Depois de abrir uma disputa, geralmente, você tem direito a um período de devolução de prod uto de 14 dias se a disputa falhar. Neste caso, por favor esteja ciente de que você poderá precisar de cobrir as despesas de envio de re torno.

Por favor não se preocupe com suas compras. Você pode consultar a clarificação mais recente da OMS de que pacotes da China não correm o risco de contrair o Coronavírus como o vírus não sobrevive por muito tempo em objetos (link disponível em: h ttps://twitter.com/WHO/status/1223532656778010624? s=19). Por favor, tenha certeza da segurança de nossos pacotes.

Other scenario consultation orders can be referred to:

What will be with my order?

English: Due to the recently announced extension of Chinese New Year holiday and related regulations, some orders placed on AliExpress on or after Jan 20th are experiencing processing and shipping delays. Your order will come after aprox. _____ days. We will inform you right after the end of the long holidays. Sorry for this! And thank you for your order!

Russian: Из-за недавно объявленного продления китайского Новогода и связанных с ним каникул, некоторые заказы, которые размещены на AliExpress 20 января или позднее, могут быть обработаны и отправлены с задержкой. Мы проим прощения за эту задержку и благодарим вас за заказ. Будем делать все возможное, чтобы доставить его как можно скорее.

The latest release function guidelines for buyer sessions

Dear AliExpress merchants,

Recently, due to the novel coronavirus epidemic, logistics capacity and supply chain production in some regions have been affected. At the same time, due to traffic control and cooperation with prevention and control needs, the resumption time in various regions has not been fully determined. In order to better support merchants to cope with the epidemic and fully protect the rights and interests of merchants and buyer experience, the buyer's conversation has been released recently. The layout function guide is as follows:

[Focus on projects]

1. Do a good job in customer service scheduling planning to ensure the 24-hour response rate of users;

The store's reply to users within 24 hours is one of the most basic services of the store. In the current state, it is one of the few tasks that the store can do well. At the same time, the response rate index is about to be included in one of the important indicators for the platform to assess the service ability of the store, so it is very important and must be paid attention to it.

2. Standardize customer service skills

For epidemic-related discourse, it must be reviewed (such as delivery time, time limit, etc.). For targeted problems, you can use official discourse or refer to official discourse to avoid misunderstandings among users caused by inappropriate words.

For platform-related advice, see the link: https://sell.aliexpress.com/en/__pc/AAFV9L1prM.htm

3. Use core functions to improve customer service efficiency

Make good use of various functions in the buyer's session (such as automatic reply and shortcut phrases) to quickly improve customer service efficiency. The release of batch information sending function and upgraded automatic reply function for the recent platform will further effectively improve the work efficiency of the customer service terminal. For specific function guidelines, please refer to the introduction below;

[Product Functions]

1. Buyer session batch function

This function supports merchants to select user groups to send relevant information in batches according to certain conditions. Each store supports 500 pieces of information every day. Please use this function according to the operation of the store (this function has been opened to advanced, high-submersible and waist sellers according to the growth of the merchant);

Current use scenario suggestion: Use this function for users who have placed orders involving delayed delivery to ensure that users receive relevant notifications in a timely manner (volume function information is only displayed on the buyer's chat interface, and the seller interface is not reflected);

The function usage diagram is as follows:

1) Enter the path: marketing campaign -> customer marketing -> buyer session batch sending -> create, you can create batch information sending

2) Crowd selection:

Method 1. Select users according to the conditions. This option is recommended to circle the number of customers who have orders from the date of unarranged delivery;

Method 2. Select users according to customer grouping. This function reuses the original customer marketing customer grouping function is consistent. This circle function has a national dimension screening function. It is recommended to circle the customer group with orders from the date of unarranged delivery (if countries covered by overseas warehouse delivery, it is recommended to exclude the corresponding countries)

3) Set up Reach Content

It can support text format, pictures, coupon content, and the text format does not support Chinese (the dialect part only expresses the delay in delivery due to holiday factors, the specific delivery schedule, the store can support canceling orders or other retention users to wait for delivery, etc.)

2. Auto-Response (Upgraded - Interactive Card)

1) Function introduction

In order to improve the efficiency of sellers, reduce the cost of sending messages from buyers, and encourage buyers and sellers to communicate conveniently. Interactive cards support merchants to set consulting keywords and reply content. Users can click on the corresponding keywords to get the corresponding replies set by the merchant.

2) Scenario Suggestions

In response to recent user concerns, it is recommended to make a preliminary reply through a store welcome message or automatic reply, such as the following questions:

● Whether the order can be placed, whether the goods can be shipped, and whether the logistics is normal/postponed;

● Delivery, logistics, etc.;

● Whether the package is safe;

● How to cancel the order and how to refund the cancellation order;

For platform-related advice, see the link: https://sell.aliexpress.com/en/__pc/AAFV9L1prM.htm

3) User-side style

When the buyer sends the first message every day, if the seller turns on the automatic reply, the buyer can receive the message. Examples on the client are

4) Merchant Settings

Entry path: message center -> buyer message -> reply settings -> automatic reply module,

How to set up:

● Turn on automatic reply -> Click the open button on the right; set the welcome language -> set the store welcome language in the dialog box, enter the content in the input box, and click the save button.

● How to set keywords->

Check the "Add keyword button" -> Click the add button

Enter keywords or short sentences in the pop-up window, which is limited to 300 characters; the reply content settings can support three types: text, pictures and coupons, and a single keyword reply can only support one type;

If you choose the text format, please enter the reply content of the corresponding keyword and click Save to add the keyword and reply content.

After adding a number of keywords (minimum 3, up to 9) keywords, you can see the corresponding overall automatic reply preview status in the upper right corner, and click the bottom save button to go online for automatic reply;

● Other concerns:

If only keywords/menu are set, but there is no automatic reply, the whole will not take effect; if the seller only sets automatic reply, but there is no associated keyword/menu, only the automatic reply will take effect;

Order (User) Retention Program Merchant Guide

Dear AliExpress merchants,

Affected by the epidemic, in order to ensure that merchants have more time to resume business and deal with the delivery of backlog orders, the platform has successively issued a series of policies to protect the rights and interests of merchants. On the other hand, in order to ensure the consumer experience, we also advocate that merchant partners deliver goods in a timely manner for orders that can be shipped and actively communicate with buyers. In addition, in order to help everyone better retain users in special periods, send warm care and experience to buyers, and make buyers trust your store in the future, we suggest that you take the initiative to do a good job in buyer explanation, and also seize the opportunity of user operation and send users preferential subsidies to users in the future. It plays the role of order retention and buyer appeasement, improving the buyer's experience and laying the foundation for future business.

For other guidelines for buyer's session, please click: The latest functional guidelines for buyer's session [must-see customer service] Buyers' reply skills related to the epidemic

Action Guide Suggestion: Targeted No-threshold Coupon Settings + Buyer Session Bulk Send Oriented Coupons (Note: Coupons Are The Merchant's Own)

Suggestions for operation:

Targeted coupon settings

Step 1. Edit Basic Information of Activities

● Entry Path--Marketing Campaign->Customer Management and Marketing->Customer Management->Tared Coupon Marketing->Send Directional Coupons-Create Store Coupons;

● Coupon activity type and distribution method: targeted distribution type - direct distribution;

● Coupon activity name: Please unify the name of the coupon activity (the platform can track the effect for later support for merchants), which is set to "DDWL + merchant customization". DDDWL is not allowed to be modified, and the merchant custom part is allowed to be modified;

● Activity validity period: set the longest activity cycle from the setting date;

Step 2. Set up the details of the coupon

● Scope of coupon use: it is recommended to store goods;

● Coupon denomination: It is recommended that merchants set up threshold-free coupons or threshold coupons according to the promotion period. The coupon threshold can set a suitable threshold and denomination according to the price range of the store's goods. The overall coupon discount rate is recommended to be less than 30% (old customers in the store are important assets of the store, and the number of issues is limited. Please store. Issue attractive coupons from a long-term perspective to achieve the retention goal of expected orders and users)

● Coupon quantity: It is recommended to estimate and appropriately enlarge the quantity according to the total number of orders issued by the store since January 20;

● Coupon validity period: It is recommended that the start time will be added one day from the merchant itself can start delivery, and the end time is up to the merchant's discretion (it is recommended to extend the overall validity period to ensure that users can use it);

Step 3. After successfully saving the coupon settings by clicking the "Submit" button, you can see the coupon information in the store coupon module, and then enter the next batch sending stage.

Bulk delivery of buyer sessions

The buyer session batch sending function supports merchants to select user groups to send text information, coupon information in batches, etc. according to certain conditions (this function has been opened to advanced, high-submeric and waist sellers according to the growth of merchants). Each store supports 500 batch information batch functions every day, and the successful information push is only displayed on buyers. Chat interface, seller session interface is not reflected.

Step 1. Create a buyer session to send bulk

Entry Path: Entry Path: Marketing Campaign -> Customer Marketing -> Buyer Session Bulk Send -> Click the "Create" button to create batch information sending

Step 2. Select the touch scene template

Select "Do not use templates" under the current order/user retention scenario (the reminder scenario is applicable to daily sales and promotion scenarios)

Step 3. Select to reach the customer group

Method 1. Select users according to the conditions. This option is recommended to circle the group of customers who have orders from the date of unarranged delivery, and it is recommended that users should give priority to reach the user group that have been waiting for delivery for a long time in chronological order.

Example 1: In the case of store circles with fewer orders (the number of order users is less than 500 in 2 days), if the goods are not delivered from January 20, the start time will start on January 20, and the end time can be appropriately lengthen. After selecting the end time, the transaction number conditions are greater than 1 to 99999. Click " Identify and circle customers button, and the system will display the number of customers covered. In this way, the number of people below 500 can continue to extend the end time. Otherwise, the end time will be shortened to ensure the maximum use of 500 pieces of information every day.

Example Scenario 2: In the case of store circles with a large number of orders (the number of order users is greater than 500 in 2 days), it is recommended to filter in the dimension of 2 days. If it is not shipped from January 20, the start time is January 20, the end time is January 21, and the transaction number will be set after selecting the end time. From 1 to 99999, click the "Identify and Circle Customers" button. If the number of people is more than 500 people, it can be sent using the same filter for 2 or more consecutive days (the system will automatically filter out the people who have been pushed yesterday). At the same time, the merchant will record the last sending time to maximize the number of users. Coverage;

Method 2. Select users according to customer grouping. This function reuses the original customer marketing customer grouping function is consistent. This circle function has a national dimension screening function. It is recommended to circle the customer group with orders from the date of unarranged delivery (if the countries covered by overseas warehouse delivery of goods, it is recommended to exclude the corresponding countries), for the order volume. Large merchants can set multiple groupings of people according to the national dimension and send different groupings every day to ensure the maximum reach of all user groups (if the single grouping exceeds 500, they can use grouping multiple times).

Step 4. Set up reach content

Text content: It is recommended that the text content of the current order/user retention scenario must be filled in, supporting up to 1,000 characters, and not supporting Chinese format. The basic language is English (if you have multilingual ability, it is recommended to give priority to the target language when filtering users according to national dimensions). English dialect is recommended, such as Below:

Dear customer:

We sincerely apologize for the shipping delay. This is caused by the extension of the Chinese New Year holiday.The logistics in China is gradually recovering. We will ship your packages as fast as we can.

We are deeply sorry for any inconvenience so caused. As our highly evaluated customer, we are willing to offer you a coupon.Your understanding is very imp Ortant to us! Hope you have a great shopping experience in our store!

Best regards.

Picture: Only 1 picture is allowed to be added, within 5M, and JPG, JPEG, PNG formats are supported;

Store coupon: The coupon option for the current order/user retention scenario is required. Up to one store coupon is allowed to be selected. Click the "Select Store Coupon" button. The system will pop up the coupon that has been set in the system. Check the coupon and click the "Confirm" button.

Step 5. Preview the message and send

Click the "Preview Information" button to check the corresponding content twice. If you have any questions, please go back to modify it. If there is no problem, click the "Send Now" button to send the set batch information to the target user in the corresponding circle, which is reflected on the user in the buyer's conversation mode;

User experience and retention are the core of your future store operation. Therefore, we hope that you will seize the opportunity and act immediately. Your active care and operation will bring more opportunities and surprises to your store's business.

The latest release function guidelines for buyer sessions

Dear AliExpress merchants,

[Focus on projects]

1. Do a good job in customer service scheduling planning to ensure the 24-hour response rate of users;

2. Standardize customer service skills

For platform-related advice, see the link: https://sell.aliexpress.com/en/__pc/AAFV9L1prM.htm

3. Use core functions to improve customer service efficiency

[Product Functions]

1. Buyer session batch function

The function usage diagram is as follows:

1) Enter the path: marketing campaign -> customer marketing -> buyer session batch sending -> create, you can create batch information sending

2) Crowd selection:

Method 1. Select users according to the conditions. This option is recommended to circle the number of customers who have orders from the date of unarranged delivery;

3) Set up Reach Content

2. Auto-Response (Upgraded - Interactive Card)

1) Function introduction

2) Scenario Suggestions

In response to recent user concerns, it is recommended to make a preliminary reply through a store welcome message or automatic reply, such as the following questions:

● Whether the order can be placed, whether the goods can be shipped, and whether the logistics is normal/postponed;

● Delivery, logistics, etc.;

● Whether the package is safe;

● How to cancel the order and how to refund the cancellation order;

For platform-related advice, see the link: https://sell.aliexpress.com/en/__pc/AAFV9L1prM.htm

3) User-side style

When the buyer sends the first message every day, if the seller turns on the automatic reply, the buyer can receive the message. Examples on the client are

4) Merchant Settings

Entry path: message center -> buyer message -> reply settings -> automatic reply module,

How to set up:

● How to set keywords->

Check the "Add keyword button" -> Click the add button

If you choose the text format, please enter the reply content of the corresponding keyword and click Save to add the keyword and reply content.

● Other concerns:

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