TikTok Shop售后客服话术模板
使用说明：以下TikTok售后话术模板适用于TikTok Shop订单完成后的售后跟进与问题处理场景，涵盖TikTok退货、退款处理、售后服务、客户评价等售后场景。建议将这些TikTok退换货话术整理到话术库工具中，按"退换货管理、评价管理、售后支持"等场景分组管理，提升社交电商售后服务质量和客服效率，支持新平台售后业务。
TikTok Shop售后话术列表
退货政策说明
Our return policy: You have [Number] days from delivery to
return any item! 📦 Items must be unused with tags attached. Go to "My Orders" →
"Return/Refund" to start the process. We cover return shipping! Full refund within
[Time] days. Easy & hassle-free! ✨
质量问题处理
We're so sorry about the quality issue! 😔 This isn't our
standard. Please DM us photos of the defect. We'll immediately send a replacement OR
issue a full refund - your choice! You don't need to return the defective item. We'll
make this right! 💪
商品不符处理
We apologize that the item doesn't match the description! 🙏
Please send us photos/videos showing the difference. We'll offer: 1) Full refund + keep
the item, OR 2) Free replacement + return label. You choose! We value your trust! 💝
尺码不合适
Wrong size? No worries! 👕 We offer FREE size exchanges! Go to
"My Orders" → "Return/Refund" → Select "Wrong Size". We'll send the correct size right
away and provide a prepaid return label. Or get a full refund - up to you! 💯
退款处理
Your refund has been processed! 💰 Amount: $[Amount] | Refund
method: [Method] | Processing time: [Time] days. You'll see it in your TikTok wallet or
original payment method. Check your TikTok Shop app for status updates. Thank you for
your patience! 🙏
包裹丢失处理
Package lost? We're so sorry! 😢 Don't worry - you're protected!
We'll immediately: 1) File a claim with the carrier, AND 2) Send you a replacement OR
full refund right away. You don't have to wait! We've got you covered! 🛡️
包裹损坏处理
Package arrived damaged? We're so sorry! 📦💔 Please send us
photos of: 1) The damaged packaging 2) The damaged item. We'll send a replacement
immediately OR issue a full refund. No need to return it. This is on us! We'll do
better! 💪
评价引导
Hope you're loving your purchase! 💕 If you're happy, we'd be SO
grateful for a 5-star review! ⭐⭐⭐⭐⭐ It helps our small business grow! Share a
photo/video and tag us - we might feature you on our page! Thank you for supporting us!
🙏✨
客户回访
Hi! Just checking in! 👋 How are you enjoying your [Product
Name]? Is everything as expected? We'd love to hear your feedback! If you have any
questions or concerns, DM us anytime. Also, follow us for exclusive deals! Thanks for
being part of our TikTok family! 💜
复购优惠
Welcome back! 🎉 As a thank you for being a returning customer,
here's an exclusive code: [CODE] for [Discount]% off your next order! Valid for [Time]
days. We appreciate your continued support! Check out our new arrivals in our latest
videos! 🛍️
使用建议
1. 分组管理：建议在话术库工具中，将TikTok售后话术按"TikTok退货、退款处理、售后服务、客户评价、退换货管理"等场景分组，方便客服快速选择合适的TikTok退换货话术。
2. 结合工具使用：配合客服工具，可以统计每条TikTok售后话术的使用频率和客户满意度反馈，持续优化评价管理策略和售后支持流程，提升客服效率和社交电商售后服务质量，支持新平台售后业务。