Seller Policy and Guidelines3.【知识】买家版购物/物流/售后指引图
2025-01-22 11:42:08
买家帮助中心网址：https://helpcenter.kilimall.com/help-center/faqke
1. 买家常见问题回复 （请复制英文内容勿截图发给客户）
| 中文标题 | 英文标题 | 英文内容 |
| 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-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, if 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. https://helpcenter.kilimall.com/help-center/detail/1995?cid=faqke&aid=88 |
| 如何申请售后 | Aftersale Application | How to apply for aftersale （order completed)? 1.Open the Kilimall App and go to Account. 2.Select Aftersale & Refund and choose the relevant order from the "Can Apply" list. 3.Complete your aftersale application by providing all necessary details, including photos. If you encounter any challenges during the application process, please don’t hesitate to contact us. We’re here to assist you. （Our hotline 0711082780) https://helpcenter.kilimall.com/help-center/detail/2445?cid=faq&aid=98 |
| 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 cancel order (order uncompleted)? STEP 1. Open Kilimall APP, login ---Account at My Orders. STEP 2. Tap on "To be shipped" Or" Shipped"; View the relative order. STEP 3. Tap on "Cancel". 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. https://helpcenter.kilimall.com/help-center/detail/2812?cid=faqke&aid=98 |
| 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 |
| 买家如何联系平台客服 | Contact Kilimall | You can contact Kilimall customer service via APP message- contact us or Phone 0730731888(working hrs 8:30-17:30) 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. |
| 客户支付成功但是订单已经取消 | The customer paid successfully but the order has been cancelled | Please provide the payment information and order number to the customer service via Livechat （APP> message > contact us or site http://k.kili.co/gtk6) |
| 清关延迟 | Customs clearance delay | Apologies for the delay in your global order. It's arrived in Kenya and awaits clearance. Please allow us more time to deliver. |
| 客户如何操作退回 | How does the customer operate the return | Can I return my order& gift? How do I return my order?What cannot be returned? https://helpcenter.kilimall.com/help-center/detail/2505?cid=faq&aid=98 |
| GS头程轨迹未更新 | 头程轨迹如下，说明包裹将发往目的国清关中未超过30天，并未延迟 1. Package is received in the 【China Guangzhou】Warehouse 2.Loaded at【China Guangzhou】Warehouse,Departed for Nairobi Sorting Center. 3.Left 【China Guangzhou】 Warehouse sorting center | Dear customer, your order is currently undergoing international shipping to Kenya. Air shipping and customs clearance are expected to be completed within 15-30 days. |
| 如何同意仅退款方案（部分退款) 或退换货方案 | Accept seller's solution | Dear customer, if you agree with the solution provided, please following the steps: STEP 1. Open Kilimall APP, login ---Account at My Orders. STEP 2. Tap on "Aftersale & Refund. STEP 3. Tap on "Processing",View the relative order. STEP 4. Tap on "Accept" then "Submit" |
| 圣诞新年物流顺延 | Xmas & New Year Holiday | Dear customer, We wish you a very Happy Holiday season and a peaceful and prosperous New Year. Please be informed that our pickup & delivery services & call service will be closed for the holiday festivities from 25th- 26th December and 1st Jan as well as the weekend. Kindly note some Kilishops opening hours may vary, please collect the item during the operation time. Click link for more details>>> http://k.kili.co/150k3 |
| 春节GS物流顺延 | Global delivery Notice | Dear Valued Customer， Please be informed that the upcoming Chinese Holiday is scheduled from the 24th of January to the 4th of February. Kindly note that this may result in a slight delay in the delivery of Global orders during this period. The anticipated total delivery time is 30-45 working days (phones/laptops possibly taking 55-65 working days). Your understanding and patience during this period are greatly appreciated. |
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.
2.2 不在售后有效期/保修期保修范围内，或客户的要求不合理
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
FAQ链接： https://helpcenter.kilimall.com/help-center/detail/2441?cid=faqke&aid=72
4. Delivery types & Shipping 物流类型及发货流程介绍
参考链接 https://helpcenter.kilimall.com/help-center/detail/2438?cid=faqke&aid=85
5. 退换货流程及时效
参考链接 https://helpcenter.kilimall.com/help-center/detail/2348?cid=faqke&aid=83
