【前言】
尊敬的卖家朋友们，首先预祝您本次大促大获全胜！
大促既是店铺销售额再攀高峰的重大机遇，也是对店铺服务能力的一次巨大考验。我们为您准备了买家下单过程中经常遇到的问题，使您在面对买家求助时可以更加得心应手，为买家提供更为愉悦的购物体验。另外我们也会在页面不断更新和补充当前买家下单/支付中新增的问题场景或者重要通知，请您在大促前后保持关注！
除此以外，我们建议您将服务做在前置，可参考我们给到您的资料信息，提前准备好应对买家咨询问题的常用说辞并添加到买家消息-快捷回复中（详见买家会话IM功能介绍:https://www.yubaibai.com.cn/article/5594670.html）。
【专题导航】
重要通知
大促期间银行卡支付处理时间延长，已支付订单买家后台显示Payment Processing
注意风控审核关单情况，务必先填写发货通知再将货物寄出
买家常用教程汇总
常见问题
为什么买家无法下单
为什么买家支付时系统报错
平台支持的支付方式有哪些
取消订单的原因有哪些
订单为什么一直处于“付款处理中（买家后台看到的是Payment being verified）”
为什么无法调整订单价格
订单调价后买家看到的订单总价和卖家不一致
等待卖家验款是什么意思
订单为什么关闭了
【重要通知】
１.【大促期间银行卡支付处理时间延长】由于大促期内支付的订单量级较大，银行机构处理支付信息的时间可能会延长。因而买家使用银行卡付款后订单仍会显示“待支付”状态（买家后台看到的是“Payment Processing”），一般会在1个小时内处理完成。如遇此类情况请您耐心等待并尽量安抚买家。
２.【注意风控审核关单情况】为保障卖家的资金安全，平台会对订单进行风控审核。若检测到未发货（以填写发货通知为准）订单存在安全风险（比如信用卡盗刷），会对订单操作关闭并退款给买家。因此请务必注意：先填写发货通知再将货物寄出，以免给您带来不必要的麻烦或损失。
【买家常用教程汇总】
【>>点击查看更多买家版双11玩法及教程】:https://sale.aliexpress.com/__pc/shoppingprocess.htm
当买家向您求助基本操作或者基础概念类型的问题时，您可以从下表中点击查看对应买家教程，为买家解答或者将链接发送给买家：
|
阶段
|
问题场景
|
买家教程
|
|
售前
|
优惠券如何获取
|
How do I get coupons or discounts?
|
|
关税和增值税收取说明
|
Do I have to pay for customs and import taxes?
|
|
新增收货地址
|
How do I manage my shipping address(es)?
|
|
如何加购
|
How to add products to the shopping cart?
|
|
如何加收藏
|
How do I add products to Wish List?
|
|
下单
|
优惠券如何使用
|
How do I use a coupon or discount?
|
|
店铺优惠券无法使用
|
Cannot use seller coupon.
|
|
各类优惠券无法使用问题汇总
|
网站营销推广三板斧之间的
I cannot use coupon or get discount. What can I do?
|
|
下单失败原因
|
Why did I fail to place the order?
|
|
如何创建不付款的订单
|
暂无教程，下单时选择非银行卡类支付即可。参考说辞：Please choose other payment methods instead of bank cards.
|
|
支付
|
如何付款
|
How do I make payment?
|
|
如何合并支付
|
How can I combine multiple orders in one single payment?
|
|
付款失败原因
|
I got error for payment. What can I do?
|
|
支付方式介绍
|
What are the available methods for payment?
|
|
已付款但订单仍提示“等待付款”
|
Why does it still say "Awaiting payment" after I paid?
|
|
买家反馈重复支付
|
The payment was deducted twice. What can I do?
|
|
订单风控审核说明
|
What is "Payment being verified"?
|
|
订单关闭原因
|
Why was my order closed?
|
|
如何切换支付币种
|
How to change currency to pay for my order?
|
|
为何无法使用PayPal付款
|
Why I cannot pay through PayPal?
|
|
如何取消订单
|
How do I cancel an order?
|
|
收货
|
如何延长发货期
|
How do I extend Processing Time of an order?
|
|
如何确认收货
|
How do I confirm delivery once I have received my order?
|
|
如何延长买家保护期
|
How do I extend the Buyer Protection time?
|
|
后台找不到订单
|
I cannot find an order in my account
|
|
如何查询物流跟踪信息
|
How to track my package?
|
|
海关扣关如何处理
|
What if the package is held by customs?
|
|
物流显示妥投但是货物未收到
|
Why does it show "Delivered" when I haven't received the parcel?
|
|
售后
|
如何开纠纷
|
How do I open dispute?
|
|
如何取消纠纷
|
How do I cancel a dispute?
|
|
退款进度查询
|
When will I receive my refund?
|
|
退款到哪个账户
|
How will I receive my refund?
|
|
评价
|
如何评价
|
How do I leave feedback?
|
|
如何追评
|
How do I change feedback?
|
【常见问题】
1、为什么买家无法下单
您可以对照下述常见买家下单报错页面截图和文案，了解买家无法下单的原因，并向买家进行解释。
|
买家后台报错截图
|
买家后台显示的报错文案
|
报错原因（仅供卖家参考）
|
参考说辞（请结合实际情况修改后再发送给买家）
|
|
|
Sorry, this item is no longer available!
|
该产品已经被下架（被平台或卖家下架），请买家提供产品链接核实产品的在售状态。
|
Please provide the product link and let me have a check.
|
|
|
This product can't be shipped to the selected region.
|
1. 卖家不支持运送该产品到该国家，请卖家核实运费模板是否支持运送到该国家；
2. 某些产品在特定国家是限制销售的，买家可能购买了这些产品。
|
Sorry, this product can't be shipped to your address.
|
|
|
Max. 1,000 English characters or Arabic numerals only. No HTML codes.
|
留言框只接受英文字符。如果留言中包含非英文字符，买家会收到该错误提示。
|
Please provide the content you are filling in and let me have a check.
Or you can tell me your requirements directly.
|
|
|
The products in your shopping cart is/are not available for order.
|
建议与买家确认对应产品链接，核实产品在售状态、库存及是否可以销售/配送至买家所在地。
|
Some items might not be available for ordering currently. Please select other items instead.
|
|
|
PC：
Sorry, this order is failed due to internet connection problems. You can go back to shopping cart.
APP：
Sorry, the system cannot process the order at this time. Please try again later.
或者
Sorry, we currently cannot process your order. Please try again later.
|
请到卖家后台-营销活动-客户营销-黑名单中核实您是否将买家加入了黑名单，导致该买家无法在您店铺下单。如有需要可以将买家移除黑名单。
|
若已移除黑名单：
There might be some system problems, please refresh the page and try again later.
|
|
|
This product is sold out or the seller discontinued selling this product.
|
1.建议核实产品在售状态及库存，及时补充库存或者推荐店铺内其他商品供买家下单；
2.请到卖家后台-营销活动-客户营销-黑名单中核实您是否将买家加入了黑名单，导致该买家无法在您店铺下单。如有需要可以将买家移除黑名单。
|
Due to product setting in system with limitation for user to place order, this item might not be able for ordering currently. Please try to select other similar items for ordering if possible.
|
|
|
Please update your address in order to be able to place an order.
|
买家没有设置收货地址或收货地址信息不完整。建议买家设置好收货地址。
|
This error might be resulted from incomplete address information.
Please check if there is any missing information in your shipping address.
|
|
|
PC:
We're sorry. This item is limited to X piece per customer. Please adjust quantity.
Purchases are limited to XX pieces.
APP:
Sorry,you have exceeded the number of items for this purchase.
|
1.商品或者买家享有的优惠活动设置了单个买家限购数量；
2.物流方式本身或者运费模板设置对重量有限制。当买家填写了多个数量下单时，超出已选物流方式的限重，则会收到提示最多只能购买**件。此类情况也可尝试请买家分开数量下单或者选择其他物流方式试试。
|
Sorry, due to system limitations, there is a limited purchase quantity for this promotional product. Please try to select other similar items for ordering if possible.
|
|
|
For system security reasons, we need to verify your identify. Please open this
link: https://isc.alibaba.com/kyc to complete the verification or check your
email for instructions.
Prior to completing verification, you will not be able to place any orders.
|
买家账号需要做安全认证。建议买家及时完成认证，认证链接：isc.alibaba.com/kyc
|
Your order is rejected due to security issue and detailed info. will be sent to your registered email address.
Please check your email box within 24 hours or open the link:https://isc.alibaba.com/kycto complete the verification.
|
|
|
PC:
OOPS! Looks like your account isn’t authorized to view this page.
APP:
Sorry, your account does not allow you to purchase international products online.
|
买家错误注册了卖家账号，建议买家重新注册买家账号。
|
Scenario1:You are registered as China mainland user who cannot purchase here.
Scenario2:Either the first name or the last name information is missing in your AliExpress profile. Please complete it as soon as possible.
|
|
|
Captcha
|
买家短时间内下单操作过于频繁，需要输入验证码进行验证。如输入验证码无法解决，建议买家更换浏览器试试。
|
You have been keeping placing too many orders in a short time. To continue shopping, please enter correct code to complete the verification.
|
|
PC:
APP:
|
PC:
A Cup
APP:
System error. Please try again
|
请到卖家后台-营销活动-客户营销-黑名单中核实您是否将买家加入了黑名单，导致该买家无法在您店铺下单。如有需要可以将买家移除黑名单。
|
若已移除黑名单：
There might be some system problems, please refresh the page and try again later.
|
2、为什么买家支付时系统报错
请让买家提供支付失败系统报错页面截图，核实截图中报错信息：
1）报错中通常包含失败原因及建议方案，您可以根据文案内容引导买家解决；
2）支付失败页面文案若显示：
The system is currently experiencing technical difficulties.
Suggestion: Please try again later.
这类支付失败可能性原因：
①由于疑似风险关闭订单。可以建议买家核实下订单状态，如果订单被关闭，建议去掉coupon尝试重新下单；
②PayPal订单支付失败。若买家使用PayPal支付遇到该报错，建议买家联系PayPal确认具体原因；同时可以引导客户使用其他支付方式先支付；
③其他原因如银行拒绝、卡信息填写有误、币种不支持等，可以建议买家核对卡信息并正确填写，使用USD支付或者换卡换支付方式。
3）若是多语信息无法直接获取文案内容，您可以根据截图中Error code对应以下列表进行引导。
|
支付失败错误码
|
失败原因
|
建议方案
|
参考说辞（请结合实际情况修改后再发送给买家）
|
|
CSC_7200006
|
买家选择的支付币种暂不支持
|
建议买家更换支付币种尝试支付，比如买家可以选择USD再次尝试支付
|
This error is due to currency you selected does not support currently. You may try to pay in USD instead.
|
|
CSC_7200009
|
买家支付超过卡或者支付账号限额
|
建议买家核实限额，可以尝试提升限额；同时可以尝试换卡换支付方式完成支付
|
Exceed limit set up for your card/account. Please double check and increase it for payment again.
|
|
CSC_7200011
|
买家支付账户余额不足
|
建议买家核实支付账户余额，确保余额充足后重试
|
This error is due to insufficient balance under your account. Can you please check if you have enough balance for payment again?
|
|
CSC_7200012
|
卡过期或者卡有效期填写有误
|
建议买家核实卡有效期信息，确保填写信息正确/卡过期的情况需要买家联系银行更新卡有效期，当下的订单建议买家换卡换支付方式完成支付
|
This error is due to incorrect card validity date. Please double check if your card is expired or incorrect date was input.
|
|
CSC_7200015
|
银行拒绝，具体原因需要跟银行确认
|
建议买家联系银行确认具体原因，同时可以尝试换卡换支付方式完成支付
|
This error is due to bank rejection. Please contact with bank to confirm detailed reason of it. Meanwhile, please try to pay through another card or payment methods if possible.
|
|
CSC_7200020
|
卡信息填写有误
|
建议买家核实卡信息如卡号、持卡人姓名、卡有效期、CVV号。卡过期的情况需要买家联系银行更新卡有效期，当下的订单建议买家换卡换支付方式完成支付
|
This error is due to incorrect card information. Please double check card information including card number, card holder name, validity date and CVV number and input correct one for payment again.
|
|
CSC_7200021
|
卡信息中的CVV号填写有误
|
建议买家核实CVV号信息，确保输入正确CVV号支付
|
This error is due to wrong CVV input. Please double check and input correct one for payment again.
|
|
CSC_7200022
CSC_7200051
CSC_7200001
|
可能由于币种不支持，卡不支持导致支付失败
|
建议买家切换成USD或换卡换支付方式尝试支付
|
This error may due to card or currency selected cannot be supported for payment. Please change currency into USD or try to pay through another card or payment methods.
|
|
CSC_7200026
|
资金存在疑似风险
|
需要买家在线提交所需信息进行申诉（可以点击“Claim on Alipay”按钮或者通过以下链接提交） ：
-申诉通过后可以使用审核通过的卡继续支付
-一般申诉3个工作日内完结，大促期间会全力保障审核快速完成，请建议买家提交后耐心等待。申诉提交链接：https://irescenter.alipay.com/appeal/appealList.htm?locale=en_US
|
This error is due to potential security problem. Please submit required documents for card verification through
https://irescenter.alipay.com/appeal/appealList.htm?locale=en_US . Related team is working on this and will update you status of it through email as soon as possible. You can try it again after verification.
|
|
CSC_7200034
|
买家收货信息不全
|
建议买家取消订单并重新下单，确保新订单的地址、姓名等信息填写完整再尝试支付
|
This error is due to incomplete information. Please double and fill in completed delivery information like name of receiver for ordering again.
|
|
CSC_7200040
|
该卡在银行端被限制
|
建议买家联系银行确认具体原因，同时可以尝试换卡换支付方式完成支付
|
This error is due to bank rejection. Please contact with bank to confirm detailed reason of it. Meanwhile, please try to pay through another card or payment methods if possible.
|
3、平台支持的支付方式有哪些
您可以参考下述平台支付方式介绍用于解答买家部分支付类问题，比如：
1）若买家支付时无法选择或者页面不显示某些支付方式，可能是暂未开放对应国家使用该支付方式，或者买家支付金额不满足支付方式限额。建议告知买家从页面显示的支付方式中选择；
2）若买家反馈已经支付订单但仍显示待支付Awaiting payment，可以核实对应订单使用的支付方式是否有较长的付款到账时间，可安抚买家耐心等待或更换银行卡等其他更快捷的支付方式；
3）若买家反馈之前可以使用PayPal付款但是现在订单中无法选择，且卖家已绑定PayPal收款账户，请查看订单详情中买家的收货地址，一般是实际收货地址的国家暂未开放PayPal支付；
4）买家使用Boleto支付后需要7个工作日到账时间，在已支付未到账期间订单会显示待付款，若此时卖家调整了订单价格，由于支付金额与订单金额不一致会导致款项退回无法支付成功。因此巴西买家的订单，若买家未主动要求，请您不要调整订单价格。
|
付款方式
|
速卖通主要应用国家简称
（如未特殊注明，支持大部分国家）
|
付款到账时间
（如未特殊注明，则即时到账后但需平台风控审核）
|
单笔支付金额限制
（超出限额范围将无法使用）
|
使用注意事项
|
参考说辞
（请结合实际情况修改后再发送给买家）
|
支付方式对应客服的联系方式
|
|
银行卡 Debit/Credit Card
|
Visa/Master/Maestro/Amex/JCB/Diners
Club/Discover/MIR/Hiper/ELO/TROY
|
/
|
/
|
0~50,000 USD
|
需要在卡片有效期内使用。如遇支付报错可引导买家参考买家支付报错相关教程核实原因
|
1. Make sure the expiry date information of the card is correct.
2. Solutions for different errors when payment fails.
https://service.aliexpress.com/page/knowledge?pageId=37&category=1000021991&knowledge=1060062451&language=en
|
|
|
Carte Blue
|
0.99~40,000 EUR
|
/
|
/
|
|
|
Local credit card (Brazil)
|
1~3,000 USD
|
/
|
/
|
|
|
QIWI
|
/
|
以下暂不支持：US,BR,AU,ES,FR,CA,PL,SE(Sweden),IT,NZ,DE,NL,AT,MX,ID,AR,BE,FI,KE
|
/
|
0.05~5,000 USD
|
仅支持美元支付。如支付遇到问题请建议买家联系QIWI咨询
|
1. QIWI only supports USD payment.
2. When payment fails on QIWI website, please contact QIWI by calling 8-800-707-77-59 or visiting https://qiwi.com/support/request.action
|
Website:
https://qiwi.com/support/request.action
Tel: 8-800-707-77-59
|
|
WebMoney
|
/
|
以下暂不支持：BR,AU,PL,NL,ID,KAZ,FI,KE
|
/
|
0~10,000 USD
|
仅支持美元支付
|
Only USD payment will be accepted.
|
|
|
Yandex.Money
|
/
|
RU,BY,UA
|
within 1 day
|
1~1,000 USD
|
/
|
/
|
Website:https://money.yandex.ru/feedback/
Email: support@money.yandex.ru
Tel: 8 800 555 80 99/ +7 (495) 974 3586 (RU)
Service working time: 7*24 hours
More questions:https://money.yandex.ru/help.xml
|
|
SMS
|
MTC
|
RU
|
SMS to be received within 15 mins
|
Single: =<14,999 RUB
Daily: =<30,000 RUB
Monthly: =<40,000 RUB
|
/
|
/
|
|
|
MegaFon
|
Single: =<5,000 RUB
Daily: =<40,000 RUB
Monthly: =<40,000 RUB
|
|
Beeline
|
Single: =<15,000 RUB
Daily: =<15,000 RUB
Monthly: =<30,000 RUB
|
|
TELE2
|
Single: =<5,000 RUB
Daily: =<5,000 RUB
Monthly: =<40,000 RUB
|
|
Ebanx
|
TEF/Boleto
|
BR
|
Boleto: within 7 working days
TEF: within 1 day
|
1~3,000 USD
|
支付后需要7个工作日到账时间，此前会显示待支付Awaiting
payment
|
1. Boleto payment should be made in 3 days after the CPF is provided. Otherwise it will fail.
2. It takes 7 business days for Boleto payment to arrive and order status to update.
|
Email: support@ebanx.com
Tel: 55 41 32329913
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|
PPRO
|
Ideal
|
NL,BE
|
/
|
>0 USD
|
/
|
/
|
|
|
Giropay
|
DE
|
/
|
1.3~12,000 USD
|
/
|
/
|
|
|
PayU
|
PL
|
/
|
>=1 PLN
|
/
|
/
|
|
|
Przelewy24
|
PL
|
/
|
>0 USD
|
/
|
/
|
|
|
Sofort Banking
|
DE
AT
|
within
6 days
|
1.3~6,000 USD
|
/
|
/
|
|
|
Bancontact
|
NL,BE
|
/
|
>0 USD
|
/
|
/
|
|
|
Mercado Pago
|
OXXO/7Eleven/Telecomm/BBVA
Bancomer/citibanamex/Santander
|
MX
|
within 3 days
|
0.5~4,900 USD
|
/
|
Mercado Pago payment should be made in within 48 hours. Otherwise it will fail.
|
https://www.mercadopago.com.mx/ayuda/respuestas-soluciones-pagos-online_189
|
|
PayPal
|
/
|
目前支持的国家包括美国、英国、西班牙、法国、意大利、德国、葡萄牙、以色列、荷兰、波兰、挪威、瑞典、沙特阿拉伯、阿联酋。支持币种包括USD、EUR和GBP。
|
/
|
>0 USD
|
买家在速卖通平台使用PayPal支付的手续费是由买家承担，卖家无需额外支付PayPal手续费。
仅当卖家在后台绑定PayPal收款账户后，买家在店铺下单才可以使用PayPal付款。
系统是按照买家下单时选择的实际收货地址判断平台目前是否对该收货国家开放PayPal支付。
|
Buyer will be charged of commission fee: 0.8 USD when order amount <20 USD; 4%
when order amount >=20 USD.
It depends on your shipping address whether you can pay via PayPal. If you cannot choose PayPal, please try to use other payment methods.
|
|
|
Doku
|
/
|
ID
|
/
|
1~1,000 USD
|
/
|
/
|
|
|
Mpesa
|
/
|
KE
|
/
|
10~70,000 KES
|
/
|
/
|
|
|
Klarna
|
/
|
AT,GE,FI
|
/
|
0.2~1,500 EUR
|
/
|
/
|
|
|
Cash Payment
|
Euroset/Syvaony/Russian Post
|
RU
|
within
1 working day
|
1~15,000 RUB
|
/
|
/
|
|
|
Wire Transfer/Bank Transfer/TT
|
/
|
/
|
within 7 working days
|
>=20 USD
|
仅支持美元支付。支付后需要7个工作日到账时间，此前会显示待支付Awaiting
payment
|
1. The beneficiary account number, starting with 026****, is unique.
2. Only USD payment will be accepted.3. It takes 7 business days for payment to arrive and order status to update.
|
Please contact your bank if there is any questi微信朋友圈广告点击付费怎on.
|
|
Western Union
|
/
|
/
|
within 3 working days
|
20~5,000 USD
|
支付后需要7个工作日到账时间，此前会显示待支付Awaiting
payment
|
1. Please wait 24 hours after getting the account number, and then make the
payment.
2. Only Quick Pay (consumer to business payment) is acceptable, while Will Call (consumer to consumer payment) will be rejected.
3. It takes 7 business days for payment to arrive and order status to update.
|
Please contact Western Union agency if there is any question.
|
|
COD
|
/
|
沙特和阿联酋
|
|
7~253 USD
|
/
|
/
|
|
4、取消订单的原因有哪些
未支付订单买家可以直接取消，不需要卖家同意，也不会计入卖家成交不卖。
已支付订单买家在发货前取消订单可以选择以下6种原因，前两种原因对您店铺经营没有影响，后四种原因是会计入成交不卖的。
1）买家现在不想购买
2）其他原因
3）您上涨订单价格
4）卖家无法使用买家选择物流方式发货
5）联系不到卖家
6）商品缺货
5、订单为什么一直处于“付款处理中（买家后台看到的是Payment being verified）”
该状态属于正常订单状态，订单支付成功后，平台会再次核实资金信息并在24小时内确认结果，请您耐心等待审核结果：
1)审核通过：订单会进入待发货状态，请您待审核通过后填写发货通知并安排发货；
2)审核拒绝：订单会被平台关闭；
支付方式PPRO_SOFORT_DE到账时间通常需要6-9天，到账前会一直处于“付款处理中”状态，属于正常请款，请您耐心等待。
6、为什么无法调整订单价格
卖家无法调整订单价格通常有以下几种原因：
1)提示：调价失败。低于优惠门槛下限。
该问题是由于买家使用了有满减条件的店铺或平台优惠。比如买家使用满20减5的平台优惠券，若调价后的价格低于20则无法操作成功。买家可以在买家后台-My Coupons页面查看已使用的优惠券。
2)买家停留在支付页面上。请提示买家关闭当前订单支付页面，稍后您再重试调价。
3)订单不支持调价：已付款订单和含3C保修服务的订单不支持调价。
7、订单调价后买家看到的订单总价和卖家不一致
该问题一般是买家需要支付增值税。您可以引导买家点击查看该笔订单的详情页面，在Financial版块会展示买家应支付的税金数额。
8、等待卖家验款是什么意思
若买家采用部分支付方式（比如线下打款），付款金额可能会低于应付金额。因此系统会提示您需要您确认金额。如您同意则按买家实付金额支付并更新订单状态为“等待卖家发货”，如您不同意则订单会退款给买家并关闭订单。
9、订单为什么关闭了
订单关闭一般由于以下几种原因：
1)未付款订单：买家取消了订单，或者买家付款超时；
2)支付中订单：因买家支付存在风险，平台风控安全关闭了订单；
3)已支付订单：买卖双方协商一致取消订单，或者卖家逾期未填写发货通知；
4)订单提交过“风险地址检测”且安全检测结果为有风险，平台会对订单进行冻结且在24小时内关闭订单。
>>若买家希望求助买家在线客服，可建议买家点击速卖通首页顶端的“Help-Customer Service”进入帮助中心并联系对应语种的买家客服。
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亲爱的商家您好，目前搜索页和商品详情页时效表达样...