物流是跨境電商交易中常見(jiàn)的糾紛，如沒(méi)有物流信息、未收到貨物等。在這種情況下，與買家進(jìn)行有效的溝通非常重要。以下是一些速賣通賣家如何與買家溝通物流狀態(tài)的英語(yǔ)模板。

郵政包裹的常見(jiàn)狀態(tài)包括：

1. 包裹查無(wú)信息 "Not Found"：當(dāng)包裹還未上網(wǎng)，官網(wǎng)未更新。

2. 包裹正在運(yùn)輸中 "Transit"：當(dāng)包裹還在運(yùn)輸中時(shí)。

3. 包裹到達(dá)待取 "Pick Up"：當(dāng)包裹顯示已經(jīng)到達(dá)目的地國(guó)家。

4. 包裹投遞成功 "Delivered"：當(dāng)包裹顯示投妥，而收件人聲稱未收到時(shí)。

5. 包裹運(yùn)輸過(guò)久 "Expired"：大部分為時(shí)效延誤/目的地國(guó)家不能查到投妥/官網(wǎng)不更新?tīng)顟B(tài)等。

6. 包裹可能異常 "Alert"：大部分為退件/海關(guān)單號(hào)/損壞/丟失等問(wèn)題。

當(dāng)您查過(guò)單號(hào)以后，根據(jù)對(duì)應(yīng)的以上六種包裹狀態(tài)，編輯您給買家的郵件（有關(guān)退件、延誤、丟包等問(wèn)題，請(qǐng)賣家朋友自行編輯，因?yàn)樯婕暗侥氖酆蠓?wù)及解決方案）：

【Not found】

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK and I am happy to assist today.

As per tracking result powered by XX物流站, 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 beenmailed your item.

(Note: 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 some time later?

Thanks for your business again!

Have a nice day!

Best regards, storeXXX

【Transit】

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK and I am happy to assist today.

Here is a link for you to ref your package status in transportation：

這里復(fù)制物流站查詢完的結(jié)果鏈接就可以了。

As per current tracking result, your shipment has been shipped and dispatched by the shipping carrier of (HK Post) Registered Airmail on date 2014-09-21 It is still during normal shipping period and it hasn't arrived in your destination country as (country name) yet. I would be very thankful if you could be more patience with this overseas shipment. From our experience, for this kind of mail type, the shipping time is highly depend on the postal carrier and local customs/taxes, etc. It usually takes a few weeks from our origin country to overseas destination countries after dispatching. Therefore, please hold on for a few more days and I would be very grateful if you can wait for your order patiently.

Thanks for your business again!

Have a nice day!

Best regards, storeXXX

【Pick up】

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK and I am happy to assist today.

Here is a link for you to ref your package status in transportation：

這里復(fù)制物流站查詢完的結(jié)果鏈接就可以了。

I'm glad to inform you, as per current tracking result, your package is ready to pick up/has been arrived in your country.

Please contact the shipping carrier as [USPS] to get instruction of where to pick up your order/schedule a redelivery process. Please contact with them by the below information and I hope you will receive your package in shortly.

Carrier name: USPS (示例郵政運(yùn)營(yíng)商)

Helpline: 1- (示例郵政運(yùn)營(yíng)商幫助熱線)

Generally, The carrier has collection deadline, So, I would like to advise you contact the carrier at once so your order won't be return back to us.

I truly wish you will be satisfied with your purchase and I'm looking forward you will confirm your order as soon as your got the item. Of course, if you like the item, please leave us a positive feedback.

Thanks for your business again!

Have a nice day!

Best regards, storeXXX致尊敬的客戶：

您好！感謝您聯(lián)系我們關(guān)于您的訂單信息。訂單跟蹤號(hào)碼為RJ014099257CN（示例單號(hào)），我非常樂(lè)意為您提供幫助。

以下是您的訂單的詳細(xì)跟蹤信息：

訂單號(hào)：RJ014099257CN

狀態(tài)：已投遞（30天前）

目的地：美國(guó)

具體投遞記錄如下：

2014年9月29日 下午4:01，PHOENIX, AZ 85031，您的物品已于當(dāng)?shù)貢r(shí)間9月29日下午4:01成功投遞。

我們收到反饋，收件人聲稱未收到包裹。為確保您的包裹安全送達(dá)，我想向您確認(rèn)一下收件人的具體地址和郵編等信息。

在此之前，建議您與您的家人、室友及鄰居等聯(lián)系，確認(rèn)是否有人代為簽收。

郵政運(yùn)營(yíng)商為USPS（示例郵政運(yùn)營(yíng)商）。如您需要進(jìn)一步協(xié)助或有任何疑問(wèn)，請(qǐng)隨時(shí)與我們聯(lián)系。我們的熱線電話是1-（示例郵政運(yùn)營(yíng)商幫助熱線）。

我會(huì)持續(xù)關(guān)注您的問(wèn)題，并隨時(shí)準(zhǔn)備為您提供幫助。再次感謝您的業(yè)務(wù)支持！

祝您一切順利！

再致一聲問(wèn)候，

storeXXX

【注意事項(xiàng)】

對(duì)于未妥投的包裹，可能的原因包括關(guān)稅問(wèn)題、投遞不成功保留過(guò)期等。部分情況可能是由海關(guān)問(wèn)題引起，如未能從中國(guó)成功封發(fā)出口或無(wú)法進(jìn)入目的地國(guó)家等。針對(duì)這些問(wèn)題，解決方案需由賣家根據(jù)具體情況編輯郵件與買家溝通。

對(duì)于長(zhǎng)時(shí)間無(wú)投妥信息的包裹（如2-3個(gè)月內(nèi)），我們建議買家與所在國(guó)家的郵政部門聯(lián)系，核實(shí)是否已收到來(lái)自海外的包裹。請(qǐng)您留意溝通，并確保提供正確的信息以便我們更好地為您服務(wù)。

若您需要進(jìn)一步的幫助或有其他問(wèn)題，歡迎隨時(shí)與我們聯(lián)系。我們將竭誠(chéng)為您服務(wù)。

祝您購(gòu)物愉快！

storeXXX

【特別提示】

郵政服務(wù)提供商：USPS（示例郵政運(yùn)營(yíng)商）

客戶服務(wù)熱線：1-（示例郵政運(yùn)營(yíng)商客服熱線）

我將開(kāi)始正式調(diào)查您的訂單在我們這里的物流情況。不過(guò)這需要一些時(shí)間，請(qǐng)您盡可能耐心地等待他們的回復(fù)，可以嗎？

我希望我們的郵政服務(wù)提供商能很快說(shuō)明延遲您訂單的原因。

再次感謝您的耐心，我會(huì)在這個(gè)問(wèn)題上協(xié)助您，直到您收到訂單。再次為此不幸的情況向您致以誠(chéng)摯的歉意。

祝您有個(gè)美好的一天！

順祝商祺，店鋪XXX。如有疑問(wèn)，請(qǐng)隨時(shí)聯(lián)系我們。我們會(huì)盡全力協(xié)助您解決任何問(wèn)題。（文章整理自：速賣通論壇并稍作修改）