【知识】买家版购物/物流/售后指引图（点击查看详情）

买家版 购物/物流/售后常见问题指引

针对买家购物场景的3大问题买家指引图 ，商家可以参考分享给客户或放入详情图中。

买家常见FAQ，可以给买家做售前、售中、售后的客服，具体查看网址：https://kilimall.freshdesk.com/support/home

1. 常见问题回复

	英文标题	英文文案
欢迎语	Welcome	Welcome to our store. For Question and concerns feel free to share and we will respond accordingly.
未支付订单催付	Unpaid order	Dear customer, the product you placed is on promotion and we have limited stock. Hurry and buy while stock last!
如何下单支付	How to place order	To place an order kindly simply click on the product and ADD TO CART . In My Cart ,you can Select Proceed to Check Out or fill in your receipt address after confirming the products highlighted. Please follow the next till you paid the order successfully. You will get a congratulatory message for an order successfully placed.
如何使用优惠券	How to use voucher	Once you redeemed the voucher, you will find it in APP Account - vouchers. you can use it when you check out the order.
如何查看物流状态	How to track order	You can track your order at real-time at APP Account- My Orders gt;pending dispatch or in transit - view logistics status to track your order at real time,
邀请客户好评	Review invitation	Dear customer, ff you are satisfied with our product and service, please rate us with a 5 stars with your order.Your feedback means a lot to us.We are looking forward to serve you again.
如何申请售后	Aftersale Application	How to apply for aftersale? Aftersale only available for completed order, please visit your account and click the in transit option gt; then click on "Confirm received" option. Hereafter, you can apply for the after sale by visiting Completed orders Option gt;then click on Apply for after sale gt;and submit your after sale Issue. If you have any challenge on the application you can contact Customer Service via APP message.
如何申请退款	Refund Application	How to apply for cancel order? STEP 1. Open Kilimall APP, login gt; Account at My Orders. STEP 2. Tap on "Aftersale & Refund; View the relative order. STEP 3. Tap on "Can Apply". STEP 4. Choose the reason for the refund, then Tap on "Submit". If you have any challenge on the application you can contact Customer Service via APP message.
如何查看买家FAQ中心	FAQ center	To Learn More, you can seach the keyword in FAQ center https://kilimall.freshdesk.com/support/solutions
如何联系平台客服	Contact Kilimall	You can contact Kilimall customer service via APP message- contact us or Phone 0792233051(working hrs 9:00-17:00) or cc@kilimall.com
有库存欢迎下单	Stock efficient, welcome to order	Yes, we have it in stock, please add it to cart and check out. You will receive the item in a few days.
商品缺货能否取消	Cancellation due to out of stock	We are sorry dont have the product in stock. Would you like to cancel the order?
派送途中订单无法取消	In transit order cannot cancel	Sorry we cannot cancel the order as it has already been dispatched. it will be delivered within the stipulated timeline , Once arrived, we will notify you, thanks for your patience.

2.如何委婉拒绝客户的售后申请（中文需替换为英文）

2.1在售后有效期/保修期保修范围内

We are sorry to hear that you are experiencing issues with your purchase.After careful review of your request, we regret to inform you that we are unable to fulfill your request for [退货/换货/补偿等] at this time. We would like to offer [其他解决方案或其他补救措施]。 We hope this will help address your concerns and provide you with a satisfactory solution.

After careful consideration of your request, we regret to inform you that we are unable to fulfill your request as

[具体内容及原因] at this time.We apologize for any inconvenience this may cause.

Thank you for your understanding and we look forward to serving you again in the future.

3. How to shop on Kilimall 客户如何购物

视频链接： https://www.youtube.com/watch?v=k6gJT3QCV-k

4. Delivery types & Shipping 物流类型及发货流程介绍

5. After procedure 退换货流程