疫情期間，想必Shopee的賣家們都接到很多客戶的留言，來自四面八方的問題通通涌上來，不知道怎么回復？不知道怎么回復才能維系好與客戶的關系嗎？

沒關系，Shopee 蝦蝦編幫大家整理老師上課匯整的范本，提供大家參考使用：

請大家盡量使用，如果要轉載，請注明出處 ???? Shopee 菲律賓電商平臺！

情境（一）???? 商品若從中國進口，是否攜帶新冠病毒而可能有傳染風險？

???? 賣家可以將此圖片放置于店鋪首頁或者聊聊回復中，以打消顧客的疑慮。

???? 圖片來自 WHO世衛組織官方Twitter

?????♀? 「來自中國的包裹是否安全？」

?????♂? 「是安全的。接收來自中國的包裹不會有感染冠狀病毒的風險。病毒不能在信件或包裹之類的物體上長時間存活。」

【英文范本回復】

Thank you for your interest in our shop's products! As per official announcement from the World Health Organization, "People receiving packages from China are not at risk of contracting Coronavirus. Viruses do not survive long on objects, such as letters or packages". As packages delivered from China will go through a longer shipment time, please rest assured that there will be no potential danger and that your parcel will be delivered to you safely.?

情境（二）???? 訂單完成時間較長，買家主動申請取消

【英文范本回復】

Dear esteemed buyer, we are very sorry that your order fulfilment is taking longer than expected. Our shop is working hard to deliver your order as quickly as possible. While we hope that you can bear with us in the meantime, we respectfully understand should you decide to cancel your order with us this time. Sincerely apologize for your inconvenience and hope that we can serve you better next time. Thanks for your kind understanding.

情境（三）???? 已產生訂單，但由于疫情關系無法出貨，預期 OOOO 時復工

【英文范本回復】

Thank you for shopping at our store. We apologize that we are currently still experiencing difficulties in fulfilling your order due to the global coronavirus outbreak and the Lockdown. We expect that the shipping process will return to normal after <insert date 日期>. In the meantime, our shop is working hard to deliver your order to you as quickly as possible. Sincerely sorry for the inconvenience and thank you for your kind understanding.?

情境（四）???? 已產生訂單，但由于疫情關系無法出貨，也無法確定復工時間

【英文范本回復】

Thank you for shopping at our store. We apologize that we are currently still experiencing difficulties in fulfilling your order due to the global coronavirus outbreak and the Lockdown. Owing to the dynamic situation on the ground, we are unable to confirm your order ship-out date. Sincerely sorry for the repeated delays and thank you for your kind understanding.

情境（五）???? 賣家目前能部分發貨，但物流配送時間不確定

【英文范本回復】

Thank you for shopping at our store. We have partially commenced ship-out process for the orders we received within the Lockdown period. However, we are currently unable to confirm your order ship-out date due to the limitation logistics caused by the global coronavirus outbreak and the Lockdown. Our team is working hard to fulfil your order as quickly as possible. Sincerely apologize for the repeated delays and thank you for your kind understanding.?

情境（六）???? 賣家目前能部分發貨，有預計的復工時間

【英文范本回復】

Thank you for shopping at our store. We have partially commenced ship-out process for the orders we received within the Lockdown period. Our team is working hard to fulfil all orders as quickly as possible and we expect that the shipping process will return to normal after <insert date 日期>. Sincerely apologize for the repeated delays and thank you for your kind understanding.

情境（七）???? 賣家復工且物流營運恢復正常

【英文范本回復】

Thank you for shopping at our store. We have already started shipping out the orders we received within the Lockdown period. The shipping process is already back to normal and our team is working hard to fulfil all orders as quickly as possible. We sincerely apologize for the repeated delays and thanks for your kind understanding.