在疫情期间，针对shopee买家可能咨询的疫情相关问题，并结合卖家发货（平台物流豁免期延长到28号了，详情请
点此查看）情况，shopee特意为卖家整理了话术合集，每一种情形都提供了不同的语言版本，包括中文，英文，印尼语，泰语，越南语和葡萄牙语，供卖家参考。
1. 有关买家询问包裹是否携带肺炎病菌导致传染的问题
亲爱的卖家！有关买家询问包裹是否携带肺炎病菌导致传染的问题，WHO有发一个官方版
本，以下不同语言的版本供您参考。
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, 感谢您对我们商店产品的关注! 根据世界卫生组织的官方公告，“接收来自中国的包裹
不会有感染冠状病毒的风险。病毒不能在信件或包裹之类的物体上长时间存活”。由于从中国
发送已经历了较长的运输时间，请放心接收包裹。
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:
ขอบคณทใหความสนใจสนคาในรานของเรา จากการประกาศขององค ์กรอนามัยโลก (WHO), "พสดทสงมาจาก จนจะไมไดรบความเสยงในการตดไวรสโคโรนา เนองจากไวรสไมสามารถมชวตอยบนสงของไดนาน เช ่น จดหมา
ยหรือพัสดุ" เนองจากพสดทถกสงจากจนจะใชเวลาจดสงนาน โปรดมนใจไดวาจะไมมอนตรายและพสดจะถกสงถง
คุณอย่างปลอดภัย
https://twitter.com/WHO/status/1223532656778010624
VN:
Chào bạn, rất cảm ơn bạn đã quan tâm đến sản phẩm của shop! Căn cứ theo thông b
áo chính thức từ WHO, các kiện hàng được gửi từ Trung Quốc sẽ không có nguy cơ bị
lây nhiễm virus. Virus không thể sống sót trong thời gian dài trên các kiện hàng. Do t
hời gian vận chuyển hàng hoá từ Trung Quốc về Việt Nam tương đối dài nên bạn 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
繁体中文：
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. 针对近期口罩订单缺货无法发出情况
亲爱的卖家！针对最近口罩订单缺货无法发出的情况，若顾客询问发货，我们准备了以下话术供卖家参考：
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：亲爱的顾客朋友，由于中国武汉疫情爆发，导致口罩等防护品类的生产工厂和供应商均优先统一调配支援防疫前线，目前您的订单无法发货，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：
เรียนคุณลูกค ้าทุกท่าน สบเนองจากสถานการณการแพรระบาดของไวรสอฮนในประเทศจน สินค ้าเช ่น หน้ากากอ
นามัย และ อปกรณทางการแพทยทเกยวของ กาลงขาดแคลนและเปนทตองการอยางมากในพนททกาลงตอสกบไ
วร ัส ทางรานคาตองขออภยเปนอยางสงทยงไมสามารถสงสนคาใหกบคณลกคาได เนองจากความจาเปนในการใช งานสนคาภายในพนทประเทศจน ทางรานขอขอบคณทใหความไววางใจ และเข ้าใจในสถานการณ์ดังกล่าวเป็ นอย่
างสูงค่ะ ขอบคุณค่ะ
VN：
Chào bạn, do tình hình dịch bệnh tại Vũ Hán - Trung Quốc, các đơn vị liên quan đang
ưu tiên cung cấp khẩu trang để chi viện cho nhu cầu nội địa Trung Quốc, nên shop sẽ
không thể hoàn thành đơn hàng này ạ. Cảm ơn và mong bạn thông cảm 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.
繁体中文：
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. 已产生订单但由于疫情问题发货延误的情况
Dear all，
针对近期已产生订单但因疫情问题发货延误的情况，我们准备了5种状态下的话术供卖家参
考：
状态1、卖家目前完全不能发货，有预期可发货起始时间：
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，感谢您在我们店铺购物。很抱歉，由于全球新型冠状病毒的爆发对供应链造成了一定的
影响，故目前我们在出单方面遇到一些困难。物流运输预计在<插入日期>之后会恢复正常。
在此之前，我们的团队正在争取尽快为您出单。对此给您带来的不便，我们深表歉意，非常感
谢您的理解。
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：
ขอบคณทสงซอสนคาในรานของเรา เราต ้องขออภัยเป็ นอย่างสูง สบเนองจากสถานการณการแพรระบาดของไวร สอฮนมีผลกระทบกับการกระจายสินค ้าและการขนส่ง เรายังคงประสบกับสถานการณ์การขนส่งสินค ้าไปยังคุณลูก
ค ้า เราคาดหวงวาระบบขนสงจะกลบสปกตหลงวนท .... ระหวางน ทางเราท าการเร ่งมือสุดความสามารถในการจัด
การขนสงสนคาใหถงมอคณลกคาโดยเรวทสดขออภยในความไมสะดวกทเกดขนและหวงวาเราจะสามารถใหบรกา รคณไดดยงขนในครงตอไป ขอบคณทเขาใจคะ
VN： Cảm ơn bạn đã quan tâm và mua sắm tại shop. Do tình hình dịch bệnh gây ra bởi viru
s Corona nên việc gửi hàng của shop sẽ bị ảnh hưởng, dự kiến sau <insert date> sho
p mới có thể gửi hàng lại bình thường. Cảm ơn và mong bạn thông cảm 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.
状态2、卖家目前完全不能发货，也没有预期可发货起始时间
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，感谢您在我们店铺购物。很抱歉，由于全球新型冠状病毒的爆发对供应链造成了一定的
影响，故目前我们在出单方面遇到一些困难。由于当地的实际情况不断变化，我们目前还不能
确认您的订单发货时间。造成您订单的延误，我们深表歉意，非常感谢您的谅解。
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：
ขอบคณทสงซอสนคาในรานของเรา เราต ้องขออภัยเป็ นอย่างสูง สบเนองจากสถานการณการแพรระบาดของไวร สอฮนมผลกระทบกบการกระจายสนคาและการขนสง เรายังคงประสบกับสถานการณ์การขนส่งสินค ้าไปยังคุณลูก
ค ้า จากสถานการณนเราจงยงไมสามารถกาหนดวนขนสงทแนชดได ขออภยในความไมสะดวกทเกดขนและหวงว าเราจะสามารถใหบรการคณไดดยงขนในครงตอไป ขอบคณทเขาใจคะ
VN： Cảm ơn bạn đã quan tâm và mua sắm tại shop. Do tình hình dịch bệnh gây ra bởi viru
s Corona gây khó khăn trong việc nhập hàng, nên tạm thời shop không thể xác nhận
đơn hàng của bạn. Rất tiếc khi gây ra sự bất tiện này. Cảm ơn và mong bạn thông cả
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.
状态3、卖家目前能部分发货，但没有预计完全恢复正常运作时间
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，感谢您在我们的商店购物。对于农历新年长假收到的订单，我们已经开始部分发货。可是因为抗灾区实际情况不断的改变，我们目前还不能确认您订单的发货时间。同时，我们的团
队正在努力为您尽快出单。对此订单一再的延迟，我们深表歉意。非常感谢您的谅解。
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：
ขอบคณทสงซอสนคาในรานของเรา ทางรานไดเรมกระบวนการขนสงสนคาในชวงวนหยดยาวตรษจนไปยงคณล
กค ้าแล ้วค่ะ อย่างไรก็ตาม สบเนองจากสถานการณการแพรระบาดของไวรสอฮนมผลกระทบรายการสนคาคางสง ทางรานจงยงไมสามารถกาหนดวนเวลาขนสงทชดเจนได ทางเราท าการเร ่งมือสุดความสามารถในการจัดการขนส่
งสนคาใหถงมอคณลกคาโดยเรวทสดขออภยในความไมสะดวกทเกดขนและหวงวาเราจะสามารถให ้บริการคุณได ้
ดยงขนในครงตอไป ขอบคณทเขาใจคะ
VN：
Cảm ơn bạn đã quan tâm và mua sắm tại shop. Do kỳ nghỉ tết kéo dài tại Trung Quốc
và tình hình dịch bệnh nên shop tạm thời không thể xác nhận thời gian giao hàng ch
o đơn hàng của bạn. Shop vẫn đang gấp rút chuẩn bị hàng cho bạn nhưng thời gian
giao hàng có thể trễ hơn dự kiến. Cảm ơn và mong bạn thông cảm 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.
状态4、卖家目前能部分发货，并且有预计完全恢复正常运作时间
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，感谢您在我们店铺购物。对于农历新年假期中已下单的订单，我们已经开始部分发货。
团队正在争取尽快为您出单，物流运输预计在<插入日期>之后会恢复正常。造成您订单的延
误，我们深表歉意，非常感谢您的谅解。
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：
ขอบคณทสงซอสนคาในร ้านของเรา ทางรานไดเรมกระบวนการขนสงสนคาในชวงวนหยดยาวตรษจนไปยงคณล
กค ้าแล ้วค่ะ ทางรานจงยงไมสามารถกาหนดวนเวลาขนสงทชดเจนได ทางเราท าการเร ่งมือสุดความสามารถในการ
จดการขนสงสนคาใหถงมอคณลกคาโดยเรวทสดและคาดหวงวาระบบขนสงจะกลบสชวงเวลาปกตไดหลงวนท ....
ขออภยในความไมสะดวกทเกดขนและหวงวาเราจะสามารถใหบรการคณไดดยงขนในครงตอไป ขอบคณทเขาใจค ะ
VN：
Cảm ơn bạn đã quan tâm và mua sắm tại shop. Shop đang xử lý các đơn hàng phát si
nh trong thời gian nghỉ tết, nên dự kiến sau <insert date> mới có thể tiến hành gửi h
àng cho bạn. Rất xin lỗi vì sự bất tiện này. Cảm ơn và mong bạn thông cảm 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
状态5、卖家目前已经在发货，完全能发货
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，感谢您在我们店铺购物。我们已经开始对在农历新年假期中已下单的订单进行发货，物
流运输也已恢复正常，我们的团队正在争取尽快完成您的订单。造成您订单的延误，我们深表
歉意，非常感谢您的谅解。
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：
ขอบคณทสงซอสนคาในรานของเรา ทางรานไดเรมกระบวนการขนสงสนคาในช ่วงวันหยุดยาวตรุษจีนไปยังคุณลู
กค ้าแล ้วค่ะ ระบบขนส่งได ้กลับสู่ช ่วงเวลาปกติแล ้วนะคะ ขออภยในความไมสะดวกทเกดขนและหวงวาเราจะสามาร ถใหบรการคณไดดยงขนในครงตอไป ขอบคณทเขาใจคะ
VN：
Cảm ơn bạn đã quan tâm và mua sắm tại shop. Shop đang xử lý các đơn hàng phát si
nh trong thời gian nghỉ tết, nên thời gian giao hàng có thể trễ hơn so với dự kiến. Rất
xin lỗi vì sự bất tiện này. Cảm ơn và mong bạn thông cảm 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. 因订单完成时间较长买家申请取消的情况
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：
尊敬的买家，您的订单完成时间比预期更长, 我们深表歉意。我们的团队正在努力为您尽快递送订单。虽然我们希望您可以在此期间耐心等待，但如果您决定取消我们的订单，我们也表示
充分理解。对于由此给您带来的不便，我们深表歉意，希望我们下次能为您提供更好的服务。非常感谢您的谅解
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：
เรยนลกคาทเคารพ ทางเราขออภยทใชเวลาจดสงสนคานานกวาทคาดไว เราจะจดสงสนคาไปถงคณใหเรวทสดเท าทจะทาได เราหวงวาลกคาจะอดทนรอในระหวางนเราเขาใจหากลกคาตดสนใจยกเลกออเดอรในชวงน ขออภัยใน
ความไมสะดวกทเกดขนและหวงวาเราจะสามารถใหบรการคณไดดยงขนในครงตอไป ขอบคณทเขาใจคะ
VN：
Chào bạn, Shop rất tiếc vì thời gian xử lý đơn hàng dài hơn dự kiến, hiện Shop vẫn đa
ng gấp rút xử lý đơn hàng của bạn. Shop vô cùng cảm ơn nếu bạn có thể kiên nhẫn c
hờ thêm, trong trường hợp bạn quyết định huỷ đơn hàng Shop vẫn tôn trọng quyết đ
ịnh của bạn. Hy vọng lần sau có thể phục vụ bạn tốt hơn ạ!
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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