速卖通卖家与买家沟通物流状态英语模板指南2025版

物流是跨境电商交易中常见的纠纷，如没有物流信息、未收到货物等。在这种情况下，与买家进行有效的沟通非常重要。以下是一些速卖通卖家如何与买家沟通物流状态的英语模板。

邮政包裹的常见状态包括：

1. 包裹查无信息 "Not Found"：当包裹还未上网，官网未更新。

2. 包裹正在运输中 "Transit"：当包裹还在运输中时。

3. 包裹到达待取 "Pick Up"：当包裹显示已经到达目的地国家。

4. 包裹投递成功 "Delivered"：当包裹显示投妥，而收件人声称未收到时。

5. 包裹运输过久 "Expired"：大部分为时效延误/目的地国家不能查到投妥/官网不更新状态等。

6. 包裹可能异常 "Alert"：大部分为退件/海关单号/损坏/丢失等问题。

当您查过单号以后，根据对应的以上六种包裹状态，编辑您给买家的邮件（有关退件、延误、丢包等问题，请卖家朋友自行编辑，因为涉及到您的售后服务及解决方案）：

【Not found】

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK and I am happy to assist today.

As per tracking result powered by XX物流站, I'm very sorry to inform you that your item is still lack of tracking information right now. If you got a tracking result as "Not found" it's telling you that your tracking information is unavailable, it doesn't mean that we haven't beenmailed your item.

(Note: There may be a delay between scanning events and the availability of tracking information related to those scanning events. The tracking information may not appear online immediately. Normally it takes a few days after the item(s) have been sent for tracking details to be available from the shipping carrier.)

Therefore, please hold on for a few more days and try to check your order some time later?

Thanks for your business again!

Have a nice day!

Best regards, storeXXX

【Transit】

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK and I am happy to assist today.

Here is a link for you to ref your package status in transportation：

这里复制物流站查询完的结果链接就可以了。

As per current tracking result, your shipment has been shipped and dispatched by the shipping carrier of (HK Post) Registered Airmail on date 2014-09-21 It is still during normal shipping period and it hasn't arrived in your destination country as (country name) yet. I would be very thankful if you could be more patience with this overseas shipment. From our experience, for this kind of mail type, the shipping time is highly depend on the postal carrier and local customs/taxes, etc. It usually takes a few weeks from our origin country to overseas destination countries after dispatching. Therefore, please hold on for a few more days and I would be very grateful if you can wait for your order patiently.

Thanks for your business again!

Have a nice day!

Best regards, storeXXX

【Pick up】

Dear valued customer:

Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK and I am happy to assist today.

Here is a link for you to ref your package status in transportation：

这里复制物流站查询完的结果链接就可以了。

I'm glad to inform you, as per current tracking result, your package is ready to pick up/has been arrived in your country.

Please contact the shipping carrier as [USPS] to get instruction of where to pick up your order/schedule a redelivery process. Please contact with them by the below information and I hope you will receive your package in shortly.

Carrier name: USPS (示例邮政运营商)

Helpline: 1- (示例邮政运营商帮助热线)

Generally, The carrier has collection deadline, So, I would like to advise you contact the carrier at once so your order won't be return back to us.

I truly wish you will be satisfied with your purchase and I'm looking forward you will confirm your order as soon as your got the item. Of course, if you like the item, please leave us a positive feedback.

Thanks for your business again!

Have a nice day!

Best regards, storeXXX致尊敬的客户：

您好！感谢您联系我们关于您的订单信息。订单跟踪号码为RJ014099257CN（示例单号），我非常乐意为您提供帮助。

以下是您的订单的详细跟踪信息：

订单号：RJ014099257CN

状态：已投递（30天前）

目的地：美国

具体投递记录如下：

2014年9月29日 下午4:01，PHOENIX, AZ 85031，您的物品已于当地时间9月29日下午4:01成功投递。

我们收到反馈，收件人声称未收到包裹。为确保您的包裹安全送达，我想向您确认一下收件人的具体地址和邮编等信息。

在此之前，建议您与您的家人、室友及邻居等联系，确认是否有人代为签收。

邮政运营商为USPS（示例邮政运营商）。如您需要进一步协助或有任何疑问，请随时与我们联系。我们的热线电话是1-（示例邮政运营商帮助热线）。

我会持续关注您的问题，并随时准备为您提供帮助。再次感谢您的业务支持！

祝您一切顺利！

再致一声问候，

storeXXX

【注意事项】

对于未妥投的包裹，可能的原因包括关税问题、投递不成功保留过期等。部分情况可能是由海关问题引起，如未能从中国成功封发出口或无法进入目的地国家等。针对这些问题，解决方案需由卖家根据具体情况编辑邮件与买家沟通。

对于长时间无投妥信息的包裹（如2-3个月内），我们建议买家与所在国家的邮政部门联系，核实是否已收到来自海外的包裹。请您留意沟通，并确保提供正确的信息以便我们更好地为您服务。

若您需要进一步的帮助或有其他问题，欢迎随时与我们联系。我们将竭诚为您服务。

祝您购物愉快！

storeXXX

【特别提示】

邮政服务提供商：USPS（示例邮政运营商）

客户服务热线：1-（示例邮政运营商客服热线）

我将开始正式调查您的订单在我们这里的物流情况。不过这需要一些时间，请您尽可能耐心地等待他们的回复，可以吗？

我希望我们的邮政服务提供商能很快说明延迟您订单的原因。

再次感谢您的耐心，我会在这个问题上协助您，直到您收到订单。再次为此不幸的情况向您致以诚挚的歉意。

祝您有个美好的一天！

顺祝商祺，店铺XXX。如有疑问，请随时联系我们。我们会尽全力协助您解决任何问题。（文章整理自：速卖通论坛并稍作修改）