在疫情期間，針對shopee買家可能咨詢的疫情相關問題，并結合賣家發貨（平臺物流豁免期延長到28號了，詳情請
點此查看）情況，shopee特意為賣家整理了話術合集，每一種情形都提供了不同的語言版本，包括中文，英文，印尼語，泰語，越南語和葡萄牙語，供賣家參考。
1. 有關買家詢問包裹是否攜帶肺炎病菌導致傳染的問題
親愛的賣家！有關買家詢問包裹是否攜帶肺炎病菌導致傳染的問題，WHO有發一個官方版
本，以下不同語言的版本供您參考。
EN:
Thank you for your interest in our shop's products! As per official announcement fro
m the World Health Organization, "People receiving packages from China are not at r
isk of contracting Coronavirus. Viruses do not survive long on objects, such as letters
or packages". As packages delivered from China will go through a longer shipment ti
me, please rest assured that there will be no potential danger and that your parcel wil
l be delivered to you safely.
https://twitter.com/WHO/status/1223532656778010624
CN:
您好, 感謝您對我們商店產品的關注! 根據世界衛生組織的官方公告，“接收來自中國的包裹
不會有感染冠狀病毒的風險。病毒不能在信件或包裹之類的物體上長時間存活”。由于從中國
發送已經歷了較長的運輸時間，請放心接收包裹。
https://twitter.com/WHO/status/1223532656778010624
ID:
Terima kasih telah tertarik berbelanja di toko kami, kak! Berdasarkan informasi resmi
dari WHO, "Penerima barang dari Cina tidak mempunyai resiko tertular virus Corona,
karena virus tidak bisa bertahan lama di barang atau surat". Dan karena barang dari C
ina juga membutuhkan waktu kirim yang sedikit lebih lama, maka kamu tidak perlu k
hawatir kak, order kamu akan dikirim dan diterima dalam kondisi aman.
https://twitter.com/WHO/status/1223532656778010624
TH:
??????????????????????????????? ?????????????????? ???????????? (WHO), "??????????? ??????????????????????????????????? ????????????????????????????????????? ?? ?? ?????
??????????" ??????????????????????????????????? ?????????????????????????????????????
???????????????
https://twitter.com/WHO/status/1223532656778010624
VN:
Chào b?n, r?t c?m ?n b?n ?ã quan tâm ??n s?n ph?m c?a shop! C?n c? theo thông b
áo chính th?c t? WHO, các ki?n hàng ???c g?i t? Trung Qu?c s? không có nguy c? b?
lây nhi?m virus. Virus không th? s?ng sót trong th?i gian dài trên các ki?n hàng. Do t
h?i gian v?n chuy?n hàng hoá t? Trung Qu?c v? Vi?t Nam t??ng ??i dài nên b?n hãy
yên tâm nhé!
https://twitter.com/WHO/status/1223532656778010624
BR：
Obrigado pelo seu interesse nos produtos da nossa loja! Conforme anúncio ofici
al da Organização Mundial da Saúde, "As pessoas que recebem pacotes da China não
correm o risco de contrair o Coronavírus. Os vírus não sobrevivem por muito tempo e
m objetos, como cartas ou pacotes". Como os pacotes entregues da China passarão
por mais tempo de envio, tenha certeza de que não haverá perigo potencial e que se
u pacote será entregue a você com segurança.
https://twitter.com/WHO/status/1223532656778010624
繁體中文：
您好, 感謝您對本店商品的關注! 根據世界衛生組織的官方公告，“接收來自中國的包裹不會有感染冠狀病毒的風險。病毒不會在信件或包裹之類的物體上長時間存活”。由於從中國寄送
已經歷了較長的運輸時間，請放心接收包裹。
https://twitter.com/WHO/status/1223532656778010624
2. 針對近期口罩訂單缺貨無法發出情況
親愛的賣家！針對最近口罩訂單缺貨無法發出的情況，若顧客詢問發貨，我們準備了以下話術供賣家參考：
EN：
Dear Valued Customers,Thank you for shopping at our store! Due to the ongoing Coronavirus situation in Chi
na, we are receiving a surge in demand for mask and related supplies. As a result of t
he supply disruption, it is with much regret and apologies that we are unable to ship
out your order. We are extremely sorry about it and seek your kind understanding on
the situation. Thank you and we hope to serve you better in future.
CN：親愛的顧客朋友，由于中國武漢疫情爆發，導致口罩等防護品類的生產工廠和供應商均優先統一調配支援防疫前線，目前您的訂單無法發貨，十分抱歉，非常感激您的理解。
ID：
Halo Kak,Terima kasih ya sudah tertarik berbelanja di toko kami. Dikarenakan wabah darurat gl
obal Virus Corona di Cina, saat ini prioritas supply untuk masker dan kebutuhan medi
s lainnya akan diberikan pada petugas dan warga di Cina untuk mensupport kebutuh
an melawan wabah disana. Untuk itu kami sangat menyesal bahwa saat ini kami tidak
bisa memenuhi pesanan kamu. Kami mohon maaf untuk hal ini, kami harap kamu bis
a memahami kondisi ini ya. Kami berharap, kakak dan keluarga selalu sehat dan dilin
dungi.
TH：
???????????? ????????? ???????????????????????????????????????????????? ???? ???? ?? ????????
????? ??? ??????????????????????? ???????????????????????????????????????????????
?? ?? ?????????????????????????????????????????????????????? ??????????????????????? ??????????????????????? ??????????????????????????? ????? ?????????????????????????? ????
???????? ?????????
VN：
Chào b?n, do tình hình d?ch b?nh t?i V? Hán - Trung Qu?c, các ??n v? liên quan ?ang
?u tiên cung c?p kh?u trang ?? chi vi?n cho nhu c?u n?i ??a Trung Qu?c, nên shop s?
không th? hoàn thành ??n hàng này ?. C?m ?n và mong b?n thông c?m cho shop.
BR:
Caros Valorizados Clientes,
Obrigado pelo seu interesse na nossa loja. Devido ao surto de Wuhan Coronavírus na
China, a prioridade de fornecimentos médicos, tais como máscaras e relacionados a e
quipamentos médicos (e sua posterior produção) será dada para a linha de frente na
China, de modo a apoiar a luta contra a epidemia. Portanto, é com muito pesar e des
culpas que somos incapazes de enviar a sua ordem. Lamentamos muito e pedimos a
vossa compreensão da situação.
繁體中文：
親愛的顧客，由於中國武漢疫情爆發，導致口罩等防護品類的生產工廠和供應商均優先統一調
配支援防疫前線，目前您的訂單無法發貨，十分抱歉，非常感謝您的諒解。
3. 已產生訂單但由于疫情問題發貨延誤的情況
Dear all，
針對近期已產生訂單但因疫情問題發貨延誤的情況，我們準備了5種狀態下的話術供賣家參
考：
狀態1、賣家目前完全不能發貨，有預期可發貨起始時間：
EN：
Thank you for shopping at our store. We apologize that due to the global coronaviru
s outbreak and disruptions to our supply chain, we are currently still experiencing diff
iculties in fulfilling your order. We expect that the shipping process will return to nor
mal after <insert date>. In the meantime, our team is working hard to deliver your or
der to you as quickly as possible. We are sincerely sorry for the inconvenience and th
ank you very much for your kind understanding.
CN：
您好，感謝您在我們店鋪購物。很抱歉，由于全球新型冠狀病毒的爆發對供應鏈造成了一定的
影響，故目前我們在出單方面遇到一些困難。物流運輸預計在<插入日期>之后會恢復正常。
在此之前，我們的團隊正在爭取盡快為您出單。對此給您帶來的不便，我們深表歉意，非常感
謝您的理解。
ID：
Terima kasih sudah berbelanja di toko kami. Mohon maaf kak, sampai saat ini kami m
asih kesulitan untuk memenuhi order kamu, karena wabah global virus Corona memp
engaruhi distribusi supply barang kami. Kami berharap proses pengiriman akan kemb
ali normal setelah <insert date>. Sementara ini, tim kami sedang berupaya keras untu
k mengirim pesanan kamu secepat mungkin. Dengan ini kami memohon maaf denga
n tulus, dan berterima kasih untuk pengertian kamu.
TH：
????????????????????????? ???? ???????????? ????????? ?????????????????????????????????? ????????????????????????????? ????????????? ????????????????????????????????????? ?????????????
? ?? ?????????????????????????????????? .... ??????? ??????? ?????? ??????????????????????????
????????????????????????????????????????????????????????????????????????????????? ??????????????????? ?????????????
VN： C?m ?n b?n ?ã quan tâm và mua s?m t?i shop. Do tình hình d?ch b?nh gây ra b?i viru
s Corona nên vi?c g?i hàng c?a shop s? b? ?nh h??ng, d? ki?n sau <insert date> sho
p m?i có th? g?i hàng l?i bình th??ng. C?m ?n và mong b?n thông c?m cho shop nh
é!
BR：
Obrigado por fazer compras em nossa loja. Por causa do surto global de coronavírus
e da interrupções em nossa cadeia de suprimentos, ainda estamos enfrentando dificu
ldades em atender suas encomendas, e pedimos disculpas por isso. Esperamos que o
processo de remessa retorne ao normal após <insert date>. Enquanto isso, nossa eq
uipe está trabalhando duro para entregar seu pedido o mais rápido possível. Lament
amos sinceramente a inconveniência e agradecemos sua compreensão.
狀態2、賣家目前完全不能發貨，也沒有預期可發貨起始時間
EN：
Thank you for shopping at our store. We apologize that due to the global coronaviru
s outbreak and disruptions to our supply chain, we are still experiencing difficulties in
fulfilling your order. Due to the dynamic situation on the ground, we are unable to co
nfirm your order ship-out date. We are sincerely sorry for the repeated delays and th
ank you very much for your kind understanding.
CN：
您好，感謝您在我們店鋪購物。很抱歉，由于全球新型冠狀病毒的爆發對供應鏈造成了一定的
影響，故目前我們在出單方面遇到一些困難。由于當地的實際情況不斷變化，我們目前還不能
確認您的訂單發貨時間。造成您訂單的延誤，我們深表歉意，非常感謝您的諒解。
ID：
Terima kasih sudah berbelanja di toko kami. Mohon maaf kak, sampai saat ini kami m
asih kesulitan untuk memenuhi order kamu, karena wabah global virus Corona memp
engaruhi distribusi supply barang kami. Karena banyak perubahan dinamis yang terja
di di lapangan, saat ini kami tidak bisa melanjutkan pengiriman pesanan kamu. Kami
mohon maaf atas penundaan pengiriman yang berulang-ulang ini, terima kasih bany
ak ya kak atas pengertian kamu.
TH：
????????????????????????? ???? ???????????? ????????? ?????????????????????????????????? ????????????????????????????????????? ????????????????????????????????????? ?????????????
? ?? ????????????????????????????????????????????? ??????????????????????????????? ????????????????????????????????????? ?????????????
VN： C?m ?n b?n ?ã quan tâm và mua s?m t?i shop. Do tình hình d?ch b?nh gây ra b?i viru
s Corona gây khó kh?n trong vi?c nh?p hàng, nên t?m th?i shop không th? xác nh?n
??n hàng c?a b?n. R?t ti?c khi gây ra s? b?t ti?n này. C?m ?n và mong b?n thông c?
m cho shop nhé!
BR：
Obrigado por fazer compras em nossa loja. Por causa do surto global de coronavírus
e da interrupções em nossa cadeia de suprimentos, ainda estamos enfrentando dificu
ldades em atender suas encomendas, e pedimos disculpas por isso. Tendo em vista a
situação instável, não podemos confirmar a data de envio do pedido. Lamentamos si
nceramente os atrasos repetidos e agradecemos sua compreensão.
狀態3、賣家目前能部分發貨，但沒有預計完全恢復正常運作時間
EN：
Thank you for shopping at our store. We have partially commenced ship-out process
for the orders we received over the extended Lunar New Year holiday. However, due t
o the backlog as well as disruptions throughout our supply chain caused by the globa
l coronavirus outbreak, we are currently unable to confirm your order ship-out date.
Our team is working hard to fulfil your order as quickly as possible. We sincerely apol
ogize for the repeated delays and thank you very much for your kind understanding.
CN：
您好，感謝您在我們的商店購物。對于農歷新年長假收到的訂單，我們已經開始部分發貨?？?span style="font-size: 12px;">是因為抗災區實際情況不斷的改變，我們目前還不能確認您訂單的發貨時間。同時，我們的團
隊正在努力為您盡快出單。對此訂單一再的延遲，我們深表歉意。非常感謝您的諒解。
ID：
Terima kasih sudah berbelanja di toko kami. Mohon maaf kak, sampai saat ini kami m
asih kesulitan untuk memenuhi order kamu, karena wabah global virus Corona memp
engaruhi distribusi supply barang kami. Tetapi saat ini kami sudah mulai mengirimka
n pesanan yang masuk sesuai antrian. Tim kami sedang berupaya keras untuk mengir
im pesanan kamu secepat mungkin untuk memproses semua pesanan yang masuk, t
ermasuk pesanan kamu. Dengan ini kami memohon maaf dengan tulus, dan berterim
a kasih untuk pengertian kamu.
TH：
????????????????????????? ?????????????????????????????????????????????????????
?? ???? ????? ???????????? ????????????????????????????????????????????????????????????? ????????????????????????????????????????? ??????? ?????? ?????????????????????????????????
??????????????????????????????????????????????????????????????????????? ???????????? ?
?????????????? ?????????????
VN：
C?m ?n b?n ?ã quan tâm và mua s?m t?i shop. Do k? ngh? t?t kéo dài t?i Trung Qu?c
và tình hình d?ch b?nh nên shop t?m th?i không th? xác nh?n th?i gian giao hàng ch
o ??n hàng c?a b?n. Shop v?n ?ang g?p rút chu?n b? hàng cho b?n nh?ng th?i gian
giao hàng có th? tr? h?n d? ki?n. C?m ?n và mong b?n thông c?m cho shop nhé!
BR：
Obrigado por fazer compras na nossa loja. Iniciámos parcialmente o processo de saíd
a de envio dos pedidos que recebemos durante as férias prolongadas do Ano Novo.
No entanto, devido ao atraso, bem como as interrupções ao longo da nossa cadeia d
e abastecimento causadas pelo surto global de coronavirus, estamos actualmente inc
apazes de confirmar a data de saída do seu pedido. Nossa equipe está trabalhando d
uro para cumprir seu pedido mais rápido possível. Pedimos desculpas sinceramente
pelos atrasos repetidos e muito obrigado por sua compreensão.
狀態4、賣家目前能部分發貨，并且有預計完全恢復正常運作時間
EN：
Thank you for shopping at our store. We have partially commenced ship-out process
for the orders we received over the extended Lunar New Year holiday. Our team is w
orking hard to fulfil all orders as quickly as possible and we expect that the shipping
process will return to normal after <insert date>. We sincerely apologize for the repe
ated delays and thank you very much for your kind understanding.
CN：
您好，感謝您在我們店鋪購物。對于農歷新年假期中已下單的訂單，我們已經開始部分發貨。
團隊正在爭取盡快為您出單，物流運輸預計在<插入日期>之后會恢復正常。造成您訂單的延
誤，我們深表歉意，非常感謝您的諒解。
ID：
Terima kasih sudah berbelanja di toko kami. Mohon maaf kak, sampai saat ini kami m
asih kesulitan untuk memenuhi order kamu, karena wabah global virus Corona memp
engaruhi distribusi supply barang kami. Kami berharap proses pengiriman akan kemb
ali normal setelah <insert date>. Tetapi saat ini kami sudah mulai mengirimkan pesan
an sesuai antrian. Tim kami sedang berupaya keras untuk mengirim pesanan kamu se
cepat mungkin. Dengan ini kami memohon maaf dengan tulus, dan berterima kasih u
ntuk pengertian kamu.
TH：
????????????????? ????????? ?????????????????????????????????????????????????????
?? ???? ????? ????????????????????????????????????????? ??????? ?????? ???????????????????????
????????????????????????????????????????????????????????????????????????????? ....
???????????????????????????????????????????????????????????????????? ???????????? ?
VN：
C?m ?n b?n ?ã quan tâm và mua s?m t?i shop. Shop ?ang x? lý các ??n hàng phát si
nh trong th?i gian ngh? t?t, nên d? ki?n sau <insert date> m?i có th? ti?n hành g?i h
àng cho b?n. R?t xin l?i vì s? b?t ti?n này. C?m ?n và mong b?n thông c?m cho shop
nhé!
BR：
Obrigado por fazer compras na nossa loja. Iniciámos parcialmente o processo de saíd
a de envio dos pedidos que recebemos durante as férias prolongadas do Ano Novo .
Nossa equipe está trabalhando duro para cumprir todas as ordens O MAIS RÁPIDO P
OSSÍVEL e esperamos que o processo de envio retornará ao normal após <insert dat
e>. Pedimos desculpas sinceramente pelos atrasos repetidos e muito obrigado por s
ua compreensão
狀態5、賣家目前已經在發貨，完全能發貨
EN：
Thank you for shopping at our store. We have already started shipping out the orders
we received over the extended Lunar New Year holiday. The shipping process is alrea
dy back to normal and our team is working hard to fulfil all orders as quickly as possi
ble. We sincerely apologize for the repeated delays and thank you very much for your
kind understanding.
CN：
您好，感謝您在我們店鋪購物。我們已經開始對在農歷新年假期中已下單的訂單進行發貨，物
流運輸也已恢復正常，我們的團隊正在爭取盡快完成您的訂單。造成您訂單的延誤，我們深表
歉意，非常感謝您的諒解。
ID：
Terima kasih sudah berbelanja di toko kami. Saat ini kami sudah mulai kembali mengi
rimkan pesanan yang masuk pada masa perpanjangan libur Imlek. Proses pengiriman
juga sudah berjalan normal kembali, dan tim kami sedang berupaya keras untuk sege
ra mengirimkan pesanan kamu secepatnya. Dengan tulus kami memohon maaf atas
penundaan ini, dan berterima kasih banyak atas pengertian kamu.
TH：
????????????????????????? ??????????????????????????????? ??????????????????????????????
?? ???? ????? ??????????? ????????? ????????????? ?????? ?????????????????????????????????????????? ?????????????????????????? ?????????????
VN：
C?m ?n b?n ?ã quan tâm và mua s?m t?i shop. Shop ?ang x? lý các ??n hàng phát si
nh trong th?i gian ngh? t?t, nên th?i gian giao hàng có th? tr? h?n so v?i d? ki?n. R?t
xin l?i vì s? b?t ti?n này. C?m ?n và mong b?n thông c?m cho shop nhé!
BR：
Obrigado por a sua compra com Shopee Brasil. Já começamos a enviar as encomend
as que recebemos ao longo do feriado de Ano Novo Lunar prolongado. O processo d
e envio já normalizou e a nossa equipe está esforçar-se para cumprir todas as encom
endas o mais rápido possível. Pedimos desculpas sinceramente pelos atrasos repetid
os e muito obrigado por sua compreensão.
4. 因訂單完成時間較長買家申請取消的情況
EN：
Dear esteemed buyer, we are very sorry that your order fulfilment is taking longer tha
n expected. Our teams are working hard to deliver your order to you as quickly as po
ssible. While we hope that you can bear with us in the meantime, we respectfully und
erstand should you decide to cancel your order with us this time. We sincerely apolo
gize for the inconvenience caused, and hope that we can serve you better next time.
Thank you very much for your kind understanding.
CN：
尊敬的買家，您的訂單完成時間比預期更長, 我們深表歉意。我們的團隊正在努力為您盡快遞送訂單。雖然我們希望您可以在此期間耐心等待，但如果您決定取消我們的訂單，我們也表示
充分理解。對于由此給您帶來的不便，我們深表歉意，希望我們下次能為您提供更好的服務。非常感謝您的諒解
ID：
Hi kak, kami mohon maaf atas keterlambatan pesanannya. Kami berusaha untuk untu
k mengirimkan pesanan kamu secepat mungkin. Kami harap kamu mengerti dengan
kondisi ini, tapi kami sangat menghargai keputusan kakak, jika akhirnya kamu memb
atalkan pesanan. Mohon maaf atas ketidaknyamanannya dan kami harap dapat mela
yani lebih baik lagi kedepannya. Terimakasih atas pengertiannya.
TH：
?????????????? ?????????????????????????????????????? ????????????????????????????? ???????? ??????????????????????????????????????????????????????????????????? ????????
????????????????????????????????????????????????????????????? ?????????????
VN：
Chào b?n, Shop r?t ti?c vì th?i gian x? lý ??n hàng dài h?n d? ki?n, hi?n Shop v?n ?a
ng g?p rút x? lý ??n hàng c?a b?n. Shop vô cùng c?m ?n n?u b?n có th? kiên nh?n c
h? thêm, trong tr??ng h?p b?n quy?t ??nh hu? ??n hàng Shop v?n tôn tr?ng quy?t ?
?nh c?a b?n. Hy v?ng l?n sau có th? ph?c v? b?n t?t h?n ?!
BR：
Caro estimado cliente, lamentamos sinceramente que o cumprimento da sua encome
nda esteja a demorar mais do que o prazo esperado. Nossas equipes estão trabalhan
do duro para entregar seu seu pedido o mais rápido possível. Enquanto isso esperam
os contar com você .Respeitosamente entendemos se você decidir cancelar seu pedid
o conosco desta vez. Nós sinceramente pedimos desculpas pelo inconveniente causa
do, e esperamos que possamos servi-lo melhor da próxima vez. Muito obrigado pela
sua gentil compreensão.
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