跨境物流容易出现的三大问题及解决方法

在跨境贸易中，邮政挂号小包、各类专线邮包等是大多数企业常用的物流方式，这类物流方式相对比较便宜，但是却无法承诺交货期，导致跨境企业经常会收到客户关于订单运输的一些问题“where is my order？”“I haven’t received my order！”，这种情况容易引发客户与企业之间的纠纷。今天，聚焦伟业就探讨物流过程中容易出现的三种状况及其解决方法——
 
第一种：客户查不到物流信息“NOT FOUND” 在查不到物流信息的情况下，一般是由于物流公司没有及时将物流信息更新到官网上。如果企业碰到这种情况，可以给客户发一封邮件来说明原因，具体的邮件模版如下：
Dear valued customer:
Hello! We appreciate the time you have taken to contact us about your order with tracking number xxxxxx（订单号）and I am happy to assist today.
As per tracking result powered by 17track.net, I’m very sorry to inform you that your item is still lack of tracking information right now. If you got a tracking result as "Not found" it's telling you that your tracking information is unavailable, it doesn't mean that we haven't been mailed your item.
There may be a delay between scanning events and the availability of tracking information related to those scanning events. The tracking information may not appear online immediately. Normally it takes a few days after the item(s) have been sent for tracking details to be available from the shipping carrier.
Therefore, please hold on for a few more days and try to check your order sometime later? Thanks for your business again!
Have a nice day!
 
第二种情况：物流显示已投妥，而客户表示未收到“Delivered” 查询结果签收，而客户声称未收到邮件的情况非常普遍。如果企业遇到这种情况，聚焦伟业建议在向客户说明情况的邮件中，要加上物流运输过程，此外，要与客户确定收件的地址与邮编等资料，以便找到出现这种情况的原因。以下是聚焦伟业整理的比较常用的邮件模板：
Dear valued customer:
Hello! We appreciate the time you have taken to contact us about your order with tracking number xxxxxx（订单号）and I am pleased to assist today.
Number: RJ014099257CN
Status: Delivered (30 Days)
Destination: United States
2014-09-29 16:01 PHOENIX, AZ 85031, Delivered, Your item was delivered at 4:01pm on September 29, 2014 in PHOENIX, AZ 85031.
2014-09-19 14:51 PHOENIX, AZ 85031, Notice Left (No Authorized Recipient Available) 2014-09-19 07:42 PHOENIX, AZ 85031, Out for Delivery
2014-09-19 07:32 PHOENIX, AZ 85031, Sorting Complete
2014-09-19 04:23 PHOENIX, AZ 85043, Departed USPS Facility
2014-09-19 04:21 PHOENIX, AZ 85031, Arrived at Unit
2014-09-18 21:42 PHOENIX, AZ 85043, Arrived at USPS Facility
2014-09-18 02:26 KEARNY, NJ 07032, Departed USPS Facility
2014-09-17 17:24 KEARNY, NJ 07032, Arrived at USPS Facility
2014-09-17 17:24 Origin Post is Preparing Shipment
Powered by 17track.net
As per current tracking result, I found the tracking result indicate that your package has been delivered successfully. If you haven’t received your package ,I’d advise you contact with the shipping carrier directly to verify more delivered information such as “Delivered address and signature name”. Due to privacy policy, the carrier may not display the addressee’s name online, though they would keep them at their interior system.
And I’m 100% positive that I have shipped your order to your designated shipping address as the following:
Before you contact with the shipping carrier, May I advise you check you’re your families, roommates, and neighbors .etc. See if anyone has signed the item for you. (在此处可以确认一下收件人的地址及邮编等资料)
Carrier name: USPS （示例邮政运营商）
Helpline: 1-800-222-1811 （示例邮政运营商的帮助热线）
I will be here to assist you find your order, keep me posted. Thanks for your business again! Have a nice day!
 
第三种情况：遭到退件 “Alert” 退件的原因很多，到达目的国家后没有投妥成功的，引起的原因多为关税，或者投递不成功保留过期等；还有可能是由海关问题引起的，没有从中国成功封发出口或者没有办法进入目的地国家。如果企业碰到退件，可以参考聚焦伟业整理的邮件模板，如下所示：
Dear valued customer:
Hello! We appreciate the time you have taken to contact us about your order with tracking number xxxxxx（示例单号）and I am pleased to assist today.
We regret to inform you, as per current tracking result, I found the tracking result indicate that your package is under unusual condition. It was returning back to us. The possible reason for returning will be written on the package(Incorrect/illegible/incomplete address/expired retention period/the addressee failed to collect the item/the addressee does not reside at the given address/refused to accept by addressee, etc.) (确定问题出现的具体原因) We can inform you further once we received the returned package. Depending on this unusual situation, we are sorry for this shipping incident and any inconvenience it caused. We would willing to resolve this problem by make full refund or replace one and send to you. Again, please excuse us and let us know which method you are preferable tore solve this unfortunate situation. Have a nice day!

文章来源：广州聚焦网络技术有限公司