由於近日新型冠狀病毒疫情，大家都可能過了這輩子最分裂的一個春節，每天窩在家，刷著疫情的消息都是心驚膽戰。而延長的春節假期，也導致跨境電商賣家大批訂單處於待發貨狀態，客戶服務也受到延遲。各行各業一片蕭條，大大小小的老闆也損失慘重。
那麼疫情期間，在做跨境電商獨立站的賣家，該如何持續發展和維持呢？為了確保良好的客戶購物體驗，Shopyy平台建議賣家與客戶保持緊密溝通，設定客戶預期，方法如下：
方法1：網站首頁，分別在PC端和移動端的頂部或底部，加上特別提示公告，確保買家可以第一時間悉知獨立站訂單、物流等相關的消息。
內容如下：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 (添加連結) for any update. Customer Service will resume from Month Day.
方法2：shipping information頁面，加上特別提示
內容如下：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 (添加連結) for any update. Customer Service will resume from Month Day.
Ps：如果有任何國家關檢政策改變，或物流時效長期延遲，建議更新配送時效
方法3：商品頁面，更新發貨時間
如果商品頁面有顯示發貨時間，應立即更新時間，如：從1-3business days更新至更長的時間，7-10business days或1-2周，取決於賣家的實際情況。
方法4：給未發貨訂單的客戶電郵
內容如下：
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 order is shipped, a Ship Notification email will be sent to you. You may also check My Account (連結) for any update. Customer Service will resume on Month Day.
We apologize for any inconvenience caused. Thank you for your patience.
Regards,
[Company] Team
方法5：FAQs
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 on surfaces. 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? ܔ
未發貨訂單— Yes, your order can be canceled and a full refund to your original method of payment will be processed.
已發貨訂單 — Your order has already been shipped. You can track it here (᱾矑). 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.
其他建議：
（1）主動、直接的溝通
客戶可能在這時候有很多疑問，也可能對他們的訂單有點焦急。建議跟客戶直接溝通，設定實際的預期，避免令客戶再度失望。
（2）缺貨
如因未能及時採購物料或貨品，不能及時回貨，建議主動聯繫客戶，告知更新預計發貨時間。如果客戶選擇取消訂單，請立即處理退款。另外，建議把缺貨商品設定「Out of Stock」，並在沒有明確回貨時效前，不再接受新訂單。
（3）推廣
在供應鏈及物料還未恢復正常前，建議暫時停止推廣，以免進一步增加壓力。可以在這段時間，預備一些推廣活動待供應鏈及物料還未恢復正常後用
（4）退款
如果客戶這時候要求退款，尤其是未發貨的訂單，應全數退款。
（5）提供折扣
考慮給所有受影響的客戶一個Promo Code，折扣可在下一次下單時用
最後，Shopyy小編想對所有的跨境電商獨立站賣家說，雖然2020開年大家因為疫情導致都很難，但是在困難面前，方法總比困難多，最終我們一定會克服困難，越來越好，一起加油！