实战：疫情当前下 Lazada跨境商家作战指南

跨境电商

发布时间:2月前

疫情期间,Lazada商家如何应对?本文为Lazada跨境商家整理了几点应对策略,包括库存管理、订单延迟发货处理、买家沟通、以及公司内部管理等方面的建议。希望能为正在Lazada销售的跨境商家提供参考。

Lazada卖家库存管理指南

一、库存管理十分重要

今年因为疫情各地返工的延迟,会导致部分商品超卖,无法发货。为了避免这种情况发生,Lazada建议商家可以做以下几项准备:

1. 库存盘点: 盘点Lazada商家中心库存和实际库存的差异,及时下架库存告急的商品。同时查看单品的购买、加购情况,做好销售预测,与供应商确认好畅销商品的供货情况。

2. 谨慎参与活动: 对于库存短缺的商品,请不要参加闪购、BMO等活动。

3. 供应商盘点: 查看供应商的上班及发货时间,以及供应商是否在疫区,交通是否受影响等。

二、订单延迟发货处理

因企业延迟复工,可能会出现订单延迟发货的问题,商家需要通过客服CHAT耐心解释情况,提供以下几种英文表达供参考:

a. 若已确定订单会延期发货:

> Affected by the novel coronavirus,our government announced all enterprises will remain closed till February 9th.We regret to inform you that the delivery will be delayed due to the novel coronavirus.The latest delivery time will be XXX,We'll keep tracking the status and try our best to expedite.We apologize for any inconvenience caused and thank you for your patience and understanding.If you have any other questions,please contact me without hesitate.Thank you！

b. 可能会延期发货:

> Dear Customer,Affected by the novel coronavirus,our government announced all enterprises will remain closed till February 9th.We are afraid that the schedule of your order may be changed due to the delay of production.We'll keep you updated.

c. 补充解释:

> Sorry for the delay,but the delayed shipment is not just from us,but from the sub vendors,logistics,and all other related support systems.

三、积极回复买家咨询

对于买家咨询来自中国的包裹是否安全,或要求退货的情况,可以给予以下回复:

a. 买家担忧中国包裹安全:

> "There is no indication of risk of contracting the Wuhan coronavirus from parcels or their contents.We are paying close attention to the situation and will cooperate with the relevant authorities."

b. 买家担心疫情蔓延:

> "China is determined and capable of winning the battle against the coronavirus.We all take it seriously and follow the government's instructions to contain the spread of the virus.The atmosphere around remains optimistic to some extent.The epidemic will be eventually controlled and killed."

c. 买家传播谣言:

> "This is totally Fake news.Thanks for helping prevent the spread of these rumors if possible.I believe,China's speed,scale and efficiency of response is rarely seen in the world."

商家也可以在商家中心设置自动回复。