电话申诉：店铺被停用，讲清误会并争取加急审核
点「看一看」，Dana 和 Kevin 就在这里把这一场演一遍；轮到你开口的 5 个地方会停下来，给你看要说的意思和三种说法。
AI角色、对话和声音都由 AI 生成，只用于练习。
这一场在哪里，发生了什么？
西雅图时间周二上午 9 点（深圳已是凌晨），你在家里给跨境电商平台的卖家支持打电话
你的店铺账号昨天下午突然被平台停用，理由是三位买家投诉一款蓝牙耳机“二手当新品卖”。美国仓还压着 1200 件货，每停一天大约少 3000 美元订单。你打给卖家支持专员 Dana，她会把电话转给审核组主管 Kevin。Kevin 问得很细，要看证据。
和谁对话？
- Dana
- 美国口音。卖家支持专员，按流程办事，礼貌但有点机械
- Kevin
- 美国口音。账号审核组主管，问得很细，要看证据
你要做到什么？
报出店铺名和卖家编号，说明要申诉；讲清楚是仓库把一批退货误当新品上架；说明已下架、已退款、有证据；讲清以后的整改办法；问清审核要多久、能不能加急、材料交到哪里。
这一场轮到你开口 5 次：
- 报信息
- 讲原因
- 说处理
- 讲整改
- 问时间
全文：这一场怎么说？
中英对照，不用注册。每一句都能点「听」，录音就是 App 里这一场的录音，只有角色的台词。轮到你的地方，写着你想说的意思、三种说法和值得记住的说法：能说清是短句，先保证对方听懂；自然是同事平时会说的；高密度更紧凑、信息更多。
DanaThank you for calling Seller Support, this is Dana. Can I get your store name and seller ID, please?
感谢致电卖家支持，我是 Dana。请告诉我您的店铺名和卖家编号。
听懂：Seller Support 卖家支持 · seller ID 卖家编号
轮到你：报信息
报店铺名和卖家编号尾号，说账号昨天下午被停用，想申诉。
你想说的意思：我的店叫 Bright Tide Audio，卖家编号尾号 4827。账号昨天下午被停用了，我想申诉。
- 能说清Hi, my store is Bright Tide Audio. My seller ID ends in 4827. It was suspended yesterday. I want to appeal.
- 自然Hi, I'm calling about my store, Bright Tide Audio. The seller ID ends in 4827. It was suspended yesterday afternoon, and I'd like to appeal.
- 高密度Hi, I'm calling about my store, Bright Tide Audio, seller ID ending in 4827. The account got suspended yesterday afternoon, and I'd like to file an appeal.
| 值得记住的说法 | 中文 |
|---|---|
| I'm calling about … | 我打电话是为了……电话开场先说来意 |
| seller ID ending in … | 卖家编号尾号是……报尾号时用 ending in |
| got suspended | 被停用了 |
| file an appeal | 提交申诉比 make an appeal 更正式常用 |
DanaThank you. I see the account is suspended because of three item-condition complaints. Let me transfer you to our review team.
谢谢。我看到账号因为三条商品状况投诉被停用了。我帮您转到审核组。
听懂：item-condition complaints 关于商品状况（新旧）的投诉 · transfer you 把电话转给 · review team 审核组
KevinHi, this is Kevin, I lead the review team. Three buyers say the earbuds looked used. What happened there?
你好，我是 Kevin，审核组负责人。三位买家说耳机看起来是用过的。到底怎么回事？
听懂：earbuds 入耳式耳机 · looked used 看起来用过
轮到你：讲原因
解释三条投诉都来自同一批退货，被仓库误当新品重新上架，一共 14 件。
你想说的意思：这是仓库的失误：同一批 14 件退货被误当成新品又上架了，三条投诉都是这批货。
- 能说清It was a warehouse mistake. 14 returns were put back on sale as new. All three complaints came from them.
- 自然It was a warehouse mistake. A batch of 14 returns was put back on sale as new by mistake. All three complaints came from that batch.
- 高密度It was a mix-up at our warehouse. A batch of 14 returns got put back on sale as new by mistake, and all three complaints trace back to that batch.
| 值得记住的说法 | 中文 |
|---|---|
| a mix-up | 弄混了、搞错了比 mistake 轻一点，口语常用 |
| put back on sale as new | 当新品重新上架 |
| by mistake | 误、不小心 |
| trace back to … | 都源于……说明问题根源 |
KevinOkay, I hear you. Either way, used products reached real buyers. What have you done about it so far?
好，我明白。不管怎样，用过的东西确实到了买家手里。你们目前做了哪些处理？
听懂：Either way 不管怎样 · so far 到目前为止
轮到你：说处理
说已经把 14 件全部下架、给 3 位买家全额退款，可以提供仓库入库记录和退款截图。
你想说的意思：14 件已经全部下架，三位买家都全额退款了，每单 49.99 美元。我能提供仓库入库记录和退款截图。
- 能说清We've pulled all 14 units. We fully refunded the three buyers. I can send warehouse intake records and refund screenshots.
- 自然We've pulled all 14 units and fully refunded the three buyers. I can provide the warehouse intake records and refund screenshots.
- 高密度We've pulled all 14 units and fully refunded all three buyers, 49.99 each. I can back that up with the warehouse intake records and refund screenshots.
| 值得记住的说法 | 中文 |
|---|---|
| We've pulled … | 我们已经把……下架pull 商品＝撤下、下架 |
| fully refunded … | 给……全额退款 |
| back that up with … | 用……来证明提供证据时很常用 |
| intake records | 入库记录 |
KevinOkay. Evidence like that helps. But what stops this from happening again next month?
好，这类证据有帮助。但怎么保证下个月不会再出这种事？
听懂：Evidence like that helps 这样的证据有用 · what stops this from happening again 怎么防止再次发生
轮到你：讲整改
说明整改：以后退货一律单独存放、贴“Returned（退货）”标签，不再当新品上架。
你想说的意思：以后所有退货都单独存放，贴上“退货”标签，再也不会当新品重新上架。
- 能说清From now on, returns are stored separately. They get a 'Returned' label. They never go back on sale as new.
- 自然From now on, every return is stored separately and tagged 'Returned', so nothing goes back on sale as new.
- 高密度Going forward, every return gets stored separately and tagged 'Returned', so nothing goes back on sale as new. It's now a fixed rule for our warehouse team.
| 值得记住的说法 | 中文 |
|---|---|
| Going forward, … | 从今以后……比 From now on 更像商务说法 |
| stored separately | 单独存放 |
| tagged … | 贴上……标签 |
| goes back on sale as new | 当新品重新上架 |
KevinThat's the kind of change we want to see. Anything else you'd like to ask before I write up my notes?
这正是我们希望看到的改变。在我写记录之前，你还有什么想问的吗？
听懂：the kind of change we want to see 我们希望看到的那种改变 · write up my notes 整理我的记录
轮到你：问时间
问申诉多久有结果、能不能加急，材料发到哪个邮箱。
你想说的意思：申诉一般多久有结果？能加急吗？我们每天损失大概 3000 美元。材料发到哪个邮箱？
- 能说清How long does the appeal take? Can you make it faster? Which email should I send the documents to?
- 自然How long does the appeal usually take? Is there any way to speed it up? And which email should I send the documents to?
- 高密度What's the usual turnaround on an appeal, and is there any way to expedite it? We're losing about 3,000 dollars a day. And which email should I send the documents to?
| 值得记住的说法 | 中文 |
|---|---|
| What's the usual turnaround on … | ……一般多久能处理完turnaround＝处理周期 |
| is there any way to … | 有没有办法……请求加急时很客气 |
| expedite | 加急处理比 speed up 正式 |
| send the documents to … | 把材料发到…… |
KevinStandard review takes five to seven business days. I know that's a long time for a seller.
正常审核要五到七个工作日。我知道这对卖家来说时间很长。
听懂：Standard review 正常审核 · business days 工作日
KevinBut with a full action plan, what changed, who checks it, from when, I can mark it urgent. Then we aim for forty-eight hours.
但如果有完整的整改计划，写清改了什么、谁来检查、从哪天开始，我可以标成加急。那样我们争取 48 小时内出结果。
听懂：action plan 整改计划 · mark it urgent 标成加急 · we aim for 我们争取在……内
KevinOne thing, though: we don't accept files by email. Please upload everything on the appeal page in your account.
不过有一点：我们不收邮件材料。请把所有文件在你账号里的申诉页面上传。
听懂：we don't accept files by email 我们不收邮件发来的文件 · upload 上传 · appeal page 申诉页面
DanaI've added notes to your case. You'll get an email once there's a decision. Thanks for calling Seller Support.
我已经在您的案子里加了备注。有结果时您会收到邮件。感谢致电卖家支持。
听懂：added notes to your case 在你的案子里加了备注 · once there's a decision 一有结果
没听清、卡住时怎么接？
这一场准备的救场的话：没听清、一时想不起词，先用一句接住，再想内容。
| 英文 | 中文 |
|---|---|
| Sorry, the line isn't clear. Could you say that again? | 抱歉，听不太清，能再说一遍吗 |
| Could you speak a little slower, please? | 能说慢一点吗 |
| Just to confirm, you mean …? | 我确认一下，您是说……？ |
| Give me a second to check my notes. | 稍等，我看一下记录 |
在开口前练这一场
读过一遍，再开口说一遍：在开口前打开这一场，Dana 和 Kevin 用各自的口音说话，轮到你时停下来等你开口，不限时间；想不起来，提示先给首字母，再给英文说法，最后才给中文。
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还可以练哪些场景？
- 跟海外客户视频：问清柜子卡在哪，讲清滞箱费，约好提货肯尼亚、印度口音
- 卖家客服回电：说清整改计划，问清申诉材料菲律宾、美国口音
- 陌生开发电话：向美国采购经理推销户外折叠椅，要到邮箱、约好回访美国口音
- WhatsApp 客服电话：帮澳洲买家排查台灯故障，给出补发或退款澳大利亚（布里斯班）口音
- 工厂验厂：陪英国审核员走焊接车间，如实说明整改英国、中国口音
- 广交会展位：讲清我们是源头工厂，留住美国采购商美国口音
这页是怎么写的？
- 内容来源
- 开口前 App 里的练习场景「电话申诉：店铺被停用，讲清误会并争取加急审核」：情境、角色、全文、三种说法和救场的话都是 App 里的原文，录音是 App 里这一场的录音。人名和情节是虚构的。
- AI 的使用
- 角色、对话和声音都由 AI 生成。
- 更新记录
- 2026-11-01 更新。发现错误，写信到 hello@kaikouqian.com。