溝通建議：
● 一般此類情況更多來自于恐慌心理。穩(wěn)定買家的情緒仍是第一步溝通建議?？赏ㄟ^告知中國政府及社會(huì)各界的防護(hù)及救治措施（參考情況1），以及從包裹不會(huì)傳播病毒（參考情況3），來降低買家擔(dān)憂；
● 另外一類情況，是基于訂單交付的顧慮。要主動(dòng)及時(shí)與買家進(jìn)行溝通，讓買家知道商家和平臺(tái)會(huì)采取必要的措施來保障訂單的確定性（參考情況2），“信息透明和及時(shí)溝通”始終是維護(hù)好客戶關(guān)系的第一要?jiǎng)?wù)；
● 如果產(chǎn)生糾紛，可以咨詢阿里巴巴國際站小二（在線咨詢、熱線電話以及客戶經(jīng)理），或者相關(guān)法律人士，以通過平臺(tái)規(guī)則和法律手段獲得妥善的解決方案。

相關(guān)參考資料：
● 《官方公告：針對(duì)疫情影響，阿里巴巴國際站推出全新平臺(tái)運(yùn)營規(guī)則》
https://supplier.alibaba.com/content/detail/1521798.htm

● 《專業(yè)指南 | 新冠疫情對(duì)國際貿(mào)易的影響和法律應(yīng)對(duì)措施》
https://w.url.cn/s/AMh9bRO

三、買家常見問題的回復(fù)示例

1. Will logistics be affected by the coronavirus 2019-nCoV?

參考回復(fù)（請(qǐng)結(jié)合實(shí)際情況做調(diào)整）：
The main event causing logistics delays right now is the annual Chinese Lunar New Year holiday. Chinese authorities recently announced that the holiday would be extended till February 2. All logistics arrangements should resume gradually after the holiday in most locations. However, delays are expected to continue in Wuhan, Hubei Province. Authorities are taking strict measures on this public health event, and we are also paying close attention to the situation. You will be informed immediately if we receive any updates crucial to your order. In addition，we will cooperate with relevant authorities to expedite logistics arrangement when possible.

2. Should I be concerned of the risk of contracting the novel coronavirus from a package or products shipping from China?

參考回復(fù)（請(qǐng)結(jié)合實(shí)際情況做調(diào)整）：
The World Health Organization (WHO) confirmed via Twitter on February 1 that "people receiving packages from China are not at risk of contracting 2019-nCoV" and have drawn from their analyses that the "coronaviruses do not survive long on objects, such as letters or packages". The United States Centers for Disease Control and Prevention (CDC) has also stated that “there is no evidence to support the transmission of 2019-nCoV associated with imported goods.”

There have not been any cases that indicate packages or their contents carry such risks. Authorities are taking strict measures on this public health event, and we are also paying close attention to the situation and will cooperate with relevant authorities when possible.

3. Should I cancel orders from China due to a safety concern about the coronavirus 2019-nCoV?

參考回復(fù)（請(qǐng)結(jié)合實(shí)際情況做調(diào)整）：
According to the World Health Organization (WHO), “people receiving packages from China are NOT at risk of contracting 2019nCoV". It is also from their previous analyses that they "know coronaviruses do not survive long on objects, such as letters or packages.” As there have not been any cases that indicate packages or their contents carry such risks, there is no need to cancel an order due to a 2019-nCoV-related concern. Meanwhile, we are working closely with Alibaba.com to ensure smooth deliveries for the orders.