12封常見亞馬遜售后客服郵件模板

跨境頭條 3年前 (2022) iow

49.2K 0 0

船長整理了一打常見的常見的售后場景與應對郵件模板，也適用于，希望對你有幫助。內容較多，請耐心查看。

場景一、因節假日導致的物流延誤，買家來信詢問

Dear {$BuyerName},

Thank you for purchasing and prompt payment.

However, we’ll have the {節日名稱} from{時間區間}. During that time, all the shipping
service will not be available, which may cause a delay of the shipment for
seveal days.

Thanks for your understanding and your patience is much appreciated. Please
let us know if you have any questions or concerns.Keep in touch.

Thanks.

Sincerely yours,

{$ShopName} After-sales Customer Services

場景二、因自然災害導致的物流延誤，買家來信詢問

Dear {$BuyerName},

We’re sorry to inform of you that your item may be delayed for the
{自然災害}.

Due to this {自然災害}, airline/ocean shipping to {目的地} has been cancelled, which
directly made your parcel was delayed.

Your understanding and patience is much appreciated. We will keep tracking
the shipping status, and try our best to resolve the problems that caused by
this unexpected issue.Please let us know if you have any questions or
concerns.Keep in touch.

Thanks.

Sincerely yours,

{$ShopName} After-sales Customer Services

場景三、因海關安檢力度加強導致物流延誤，買家來信詢問

Dear {$BuyerName},

We’re sorry to inform of you that your item may be delayed for the stricter
customs inspection.

We just got the notice that all packets from all countries to {目的地} would be
subject to stricter screening by the customs.Due to the intensive customs
control and screening, the shipping time to {目的地} will be longer than
normal.

Thanks.

Sincerely yours,

{$ShopName} After-sales Customer Services

場景四、約定到貨期限已過但對方并未收到貨，買家來信表達憤怒

Dear {$BuyerName},

We are sorry for the long-time waiting and we quite understand thet waiting
is always something hard to endure. Your item had been shipped on {送達時間} ,it got
delayed by the {這邊盡量寫上不可抗力的原因}. So the shipment usually takes {預計時長} business
days.

Could you please wait for another two weeks? If the package still not arrive
in due, please contact us and we will do our best to solve it and offer you a
satisfactory service.

Or if you do not want to wait any more, we are willing to offer a refund you
as our sincere apology, and it’s ly kind of you to return the payment when
you get the item.

Please tell us which one you would prefer? We just want you to know that your
satisfaction is always our top priority.

Looking forward to your reply.

Sincerely yours,

{$ShopName} After-sales Customer Services

場景五、物流顯示已妥投，但買家來信表示未收到貨

Dear {$BuyerName},

We have checked the real-time logistics information of {$OrderId} when we
receive your mail at once, and it shows that the post have delivered to you.

You could check on the website:{具體查詢網站}.

And could you kindly ask your neighbour or your family if anyone picked your
package?

So we can provide the tracking number {物流跟蹤號} to you and suggest you to check
with the clerk in your local post with the number.

Please let us know if you have any questions or concerns.Keep in touch.

Sincerely yours,

{$ShopName} After-sales Customer Services

場景六、買家想取消訂單，但賣家已發貨

Dear {$BuyerName},

Sorry to hear that you would like to cancel the order {$OrderId}.

We have to say sorry that it has been sent out. We can not stop the shipment.
Maybe you can have put it on first and see if it is suitable after you receive
the item. ?The {商品名稱}may be quite suitable for you, to say the least, if you
don’t like it, you can give it to your relatives or friends as a gift.

Sorry for the inconvenience and hope you can get it soon. Please let us know
if you have any questions or concerns. Keep in touch. We will try our best to
solve it for you.

Have a nice day!

Sincerely yours,

{$ShopName} After-sales Customer Services

場景七、買家收到貨但因商品尺寸不合適想退貨退款，賣家與之進一步溝通

Dear {$BuyerName},

We really appreciate your great support on us.

But sorry for the inconvenience that the {商品名稱} did not fit you.

Will it be possible to give others as a gift? Or how about we make you a
{具體金額} refund as a way to make up for this?

If you insist on returning it back, we will go to the further step. Please
tell us which way you would prefer? We just want you to know that your
satisfaction is always our top priority.

Looking forward to your reply!

Sincerely yours,

{$ShopName} After-sales Customer Services

場景八、買家投訴或來信告知賣家發錯顏色、商品或商品有缺陷等，賣家與之進一步溝通

Dear {$BuyerName},

We are so sorry about that. This is your order:{商品名稱} &{$OrderId}.

Could you please send us the pictures of the label on the package and item's
problem? And we will solve it for you as soon as possible. Please don’t
worry.

Please let us know if you have any questions or concerns. We just want you to
know that your satisfaction is always our top priority.

Best regards!

Sincerely yours,

{$ShopName} After-sales Customer Services

場景九、接上一情景，買家發來圖片后賣家根據責任情況引導退部分或全額款

Dear {$BuyerName},

We’re so sorry for the unsatisfied purchase. We’re willing to solve the
problem.

As a honest seller, we are not willing to let our dear valued customer suffer
any losses. We are willing to offer a {具體金額} refund to you as our sincere
apology, is that ok for you?

Or if you have any other ideas, please let us know. We just want you to know
that your satisfaction is always our top priority.

Looking forward to hear you soon.

Once again, we send our sincere apology.

Have a nice day!

Sincerely yours,

{$ShopName} After-sales Customer Services

場景十、接場景八，買家堅持稱商品有問題但又不想或不能提供照片

Dear {$BuyerName},

We’re so sorry for the unsatisfied purchase. We’d like to solve the problem,
but we need this picture to sets a case for you and this issue to our
suppliers to check it and avoid the same issue happen again.

As a honest seller, we are not willing to let our dear valued customer suffer
any losses. We can understand you. But we hope you could understand us.

So, could you kindly send us the picture again to help us avoid the same
situation and pls don't worry we will give you the best solution? Any
situations, please contact us firstly, we believe that good communications will
solve the problem.

Hope to receive your picture soon .

Have a nice day!

Sincerely yours,

{$ShopName} After-sales Customer Services

場景十一、買家無理由退貨退款，賣家同意后并告知操作注意事項

Dear {$BuyerName},

Thank you for contacting us.

Your return request has been approved. You will be receiving a return
shipping label and instructions via . ?Please make sure the item you
return is whole new or a 25% restocking fee may be applied if the {商品名稱} is used
or damaged visually.

Also, please make sure that the correct merchandise is being shipped
us,{$ShopName}. We are a seller by the name of {$ShopName} on Amazon. If
merchandise purchased from a different seller is shipped to us, we will need to
ship it back to you and we will also ask you for the shipping cost incurred.

We appreciate your cooperation.

Best regards.

Sincerely yours,

{$ShopName} After-sales Customer Services

場景十二、客戶詢問物流跟蹤號或者詢問是否已發貨，賣家的回復

Dear {$BuyerName},

Thank you for asking.

Your order {$OrderId} are shipped on {已經發貨的具體時間}.

You item is on the way to your shipping address, here is the
tracking#********. You could track it on {具體查詢網站}.

Item was shipped from China. Normally, you will receive this item within
{你的頁面標注的配送時長} business days.

We have checked your estimated date is{物流派送時間}.

Your understanding and patience is much appreciated. Please let us know if
you have any questions or concerns. Keep in touch.