跨境电商客服如何处置包裹耽搁投诉

因包裹耽搁造成客户投诉是处置纠纷的常见问题之一。造成物流耽搁的原因一般为海关审查、物流高峰期、恶劣气象以及节假日休息等。客服人员应及时与客户交流，解释耽搁的原因。具体可以参考下列范文。

范文

Dearcustomer，

Thanksforyourorder.Aspercourieragencies’information，duetostrictcustomscreening/peakseason/badweatherthesedays，theshippingtimetoyourcountrymightbedelayed.

Wewillkeeptrackingtheshippingstatusandkeepyoupostedofanyupdate.

Sorryfortheinconveniencecaused.Yourunderstandingwillbegreatlyappreciated.

范文

DearXXX，

Thetrackingsystemhassomeproblemsthesedays.Wewillcheckwithourcourieragencytoupdatestatustoyoutomorrow.

Sorrytokeepyouwaiting.

范文

Dearcustomer，

Thanksforyourpurchasinginourshop.However，incelebrationofChinaSpringFestival，Jan.30thtoFeb.5th（including30and5），allshippingserviceswillbesuspendedtemporarily.

Therefore，adeliverydelayofyourgoodswillbeexpected.

Weapologizefortheinconveniencecausedandappreciateyourkindunderstanding.

Wishyouandyourfamilyhaveahappytimetogetheraswell.

范文

Dearfriend，

Wesincerelyregretthatyouhaven'；treceivedyourshipmentyet.Asperthetrackinginformation，youritemisonthewaytoyourcountry，whichwassentonXXXXXXXX2019.

TrackingNo:XXXXXXX

Status:XXXXXXX

ShippedDate:XXXXXXX

Couldyoupleasekindlywaitsomemoredays？WearesorryaboutthedelayduetotheSpringholiday.Ifitstilldoesnotreachyouin20days，wewillsendyouanewoneorissuethefullrefundtoyou.

Bestregards！