外贸跟进订单、库存、运送的常用场景英文

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购买前

有没有库存

购物时常常会听到这两个片语:in stock 表示“有存货”;out of stock 则是“缺货”的意思,那它们不只用在网购上,在实体店面上也可以使用喔。
例如:Sorry. The style of the shoes you want is out of stock at the moment.
(抱歉。您想要的这款鞋子现在缺货。)

商品现在没有库存,要预订商品

Back order 指的是客人针对目前缺货的商品所下的“预订订单”。那因为有些商品很热卖,一下就卖完了,所以当你知道店家开始接受预订订单时,你可以这样询问店家:
I heard that the color I want is on back order. Can you tell me how long the wait will be?
(我听说我想要的颜色现在接受预订订单。你可以告诉我等待时间会是多长吗?)

那商店可能会说:
You are welcome to leave your information, and we can call you if more arrive at the store.
(欢迎您留下您的资讯,如果有更多商品到店的话,我们就可以打给您。)

商品寄达问题

“运送商品”的动词是 deliver / ship;名词“商品运送”则是 delivery / shipment。假设你不确定包裹寄达的时候,你会不会在家,你可以询问店家:
I’m not sure if I will be home when my order arrives. Will there be a tracking number or link to check the delivery status?
(我不确定当我订的东西抵达的时候我会不会在家。有没有订单编号或是连结可以确认运送进度呢?)

那有时候当你问了什么时候可以更改订单,客服可能会请你先查询商品是否仍在出货阶段(order status)或是运送阶段(shipping status),通常如果还在出货阶段的话,订单是可以更改的,但一旦到了运送阶段就无法更改啰!
I’m sorry, miss. I’m afraid I can’t change your order because it has already been shipped.
(我很抱歉,小姐。我恐怕无法更改您的订单,因为它已经被运送出去了。)

购买后

没收到商品,想确认商品处理进度

从国外网站上订购商品通常都需要一段时间,如果等了超过预期的时间,可能就需要联系一下客服确认一下进度啰!你可以这样问:
I haven’t received my order, so I was wondering how long on average it takes to receive it.
(我还没收到我的订单,所以我想知道通常要花多久才会收到呢?)

那客服有时候为了要查询订单进度(status of the order)会跟你索取你的订单编号(tracking number),所以他可能会这样回覆你:
Let me check the status of your order for you. Could you give me your tracking number?
(让我为您确认您的订单进度。您可以给我您的订单编号吗?)

要退 / 换货

退货的英文是 return;换货则是 exchange,那办理退 / 换货可以说 make a return / exchange。像是你收到商品之后觉得商品尺寸不合(too large / small)、瑕疵商品(a faulty item)、与商品描述不符合(does not match the description),那你可以这样要求退换货:
I purchased a blouse online, but it turned out to be too large for me. How do I make an exchange?
(我在网路上购买了一件上衣,但结果它对我来说太大件了。我要怎么换货呢?)

客服人员可能会提醒你退换货的时候要连吊牌(tag)以及收据(receipt)一同寄回:
Hi there. Please note that the return package should include the tags and receipt.
(您好。请注意退货包裹须包含吊牌以及收据。)

常见跟单英语情景

情境一、下单后未收到包裹,询问订单处理进度

A: Hello, I haven’t received my order yet. Do you know how long it will take for my order to arrive?
B: I’m very sorry, Sir. Let me check the shipping status for you. Can you tell me your order number?

A:你好,我还没有收到我的包裹,你知道还要多久才会到货吗?
B:先生,真的非常抱歉。我帮您查询一下运送状态,可以请您提供我订单编号吗?

情境二、收到包裹后,产品数量、颜色、尺寸有误

A: Hello. I received my order yesterday. However, the color is incorrect. I ordered black but I received blue.
B: We’re sorry for the inconvenience. We’ll arrange for the right product to be sent to you today. You can give the courier the wrong item.

A:你好!我昨天收到我的包裹了,但是颜色错了,我订的是黑色,收到的却是蓝色。
B:真的非常抱歉造成您的困扰,我们今天会重新将正确的物品寄达给您。您可以再将错的商品交给送货员。

情境三、购买前确认库存状态

A: Hi! I want to ask if item #234 is still available for purchase?
B: Thank you for getting in touch. Unfortunately, this product is currently out of stock and will only be available for purchase after June 5.

A:你好!我想询问你们编号 234 的商品还可以购买吗?
B:感谢您的联系,不好意思这个产品目前缺货,6 月 5 号之后才可以再次购买。

情境四、产品不符预期,想要退货

A: Hello! I’m calling to ask if it’s possible to return the vacuum cleaner I just received yesterday. There’s a crack at the bottom and I’d like to exchange it for a new one.
B: Thanks for calling Your Electronics. I’m sorry about the defective product. Please keep the receipt and we’ll have our driver deliver a new one to your place tomorrow morning. Thank you!

A:你好!我打电话来主要是想询问是否可以退还我昨天刚收到的吸尘器?底部有个小裂痕,我想换一台新的。
B:谢谢您联系 Your Electronics,非常抱歉您收到的商品有瑕疵,请保留收据,我们明早会将一台新的吸尘器送至你的住家,谢谢!

情境五、订单出货时间

A: Hello! Thanks for contacting Color Paints. How may I help you?
B: Hi! I wanted to ask what’s the difference between standard shipping and expedited shipping.
A: The delivery days for standard shipping is 5-7 days while expedited shipping is 1-3 days.

A:您好,感谢您联系 Color Paints,您需要什么服务呢?
B:你好!我想问标准运送跟快速运送的差别是什么?
A:标准运送天数为5-7天,快速运送则是1-3天。

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