亚马逊邮件模板.doc

一、未收到货4（1）.首次来信41. 请求等待42. 请求等待一周53. 请求等待3天54.晚发货6a: 晚发货, 请求等待（假装海关扣押了一段时间）6b: 晚发货, 假装建议重发65. 部分未收到，请求等待（拆分订单，无货后寄包裹）76. 建议重发, 未收到，丢包77. 建议退款, 丢包（无货）78. 建议重发, 部分未收到/发错货89. 建议退款, 部分未收到/发错货（无货）810. 告知跟踪号（邮政）911. 告知跟踪号（比邮）912. 客户询问跟踪号（没有跟踪号）913. 已签收，未到货（邮政）1014. 已签收，未收到/到达待取（挂号）10（2）再次来信111. 建议重发112. 建议退款113. 告知将要发出114. 已重发，请求等待125. 告知已退款126. 退款没收到，让客户询问Amazon137.感谢买家答应等待138.感谢买家的理解139.买家告知货收到，索要好评13二、物品破损14（1）首次来信141. 请求拍照-破损142. 建议重发-破损153. 建议退款-破损154. 钻掉了或是什么掉了退部分款16（2）再来信161. photo收到，建议重发162. photo收到，建议退款163. photo未收到，询问174. 告知24小时内重发175. 告知已退款17三、描述不符18（1）首次来信181. 请求拍照182. 建议重发， 发错货时183. 建议退款(部分退款，或全部)19（2）再来信191. 告知会重发192. 告知已退款19四、订单问题20（1）取消交易201.取消交易-付款前202.取消交易-已付款，未寄出203.取消交易-已付款，已寄出204.拒收21（2）修改地址211. 可以修改212. 修改地址-不能修改，货已发21（3）. 客户想某个时间到，到不了，问是否继续交易221. 客户不回复，联系客户，问是否继续交易222. 客户想某个时间到，不确定，请求等待22五、退货问题231.不需要，要退回，问原因232.发退回地址233.货物退回时（我方出运费）244.货物退回时（对方出运费）245.货物退回时(海外仓)25六、建议UPS251.建议使用UPS的(美国站)252.建议使用UPS的(英国站)26UPS 无法投递 让客户联系当地邮局26七、缺货单，异常单联系271. 假装包裹破损被退回，建议重发272. 假装包裹破损被退回，建议退款（无货）273. 假装包裹破损被退回，建议有货寄出无货退款284. 假装包裹破损被退回，建议自选（无货）28八、运送及运费问题29(1) 运费问题291. 客户问可不可以统一运费292. 运送问题-屏蔽国家解释29九、中差评 claim问题30(1)claim30A: Item not received301. 建议重发-漏发，（已回复）302. 建议重发-丢包303. 已重发，请求等待314. 建议退款-漏发315. 建议退款-丢包316. 建议退款（建议重发无回复）325. 已退款32B: Item not as described331. 请求拍照-破损332. 建议重发-破损333. 已重发-破损（有跟踪号）344. 建议退款-破损（质量差）34C: Charge backs351. Charge backs问原因352. 未回复-已签收联系亚马逊35(2)Feedback36（1）未收到货物的361. 建议重发362. 告知将要重发363. 已重发-有跟踪号374. 已重发-问有没有收到375. 已重发-已签收386. 建议退款387. 已退款388. 已经全额退款，未收到回复，再次联系催促改差评39（2）物品损坏391. 建议重发392. 已重发403. 已重发-已签收404. 建议退款415. 建议重发无收到回复，建议退款（请求客户改评时）416. 已退款42（3）质量不满意421. 建议退款422. 已退款43（4）尺寸不合适431. 部分退款432. 已退款44（5）其他原因441.没有说明原因442. 因为运输慢中评453. 客户答应修改评价，告知步骤45十、联系亚马逊46（1）Case46未收到461. 建议重发-丢包（无回复）462. 已退款-丢包463. 已退款-丢包（签收）474. 已重发-丢包475. 已退款-漏发48描述不符481. 请求照片，未回复-破损482. 已退款-破损483. 描述不符，让客户退回，但未退回49（2）Feedback49未收到491. 已重发-已签收（原跟踪号已签收）492. 已重发-已签收（原订单丢包）503. 已退款-丢包504. 已退款-漏发51破损511. 已重发-已签收51描述，期望521. 已退款-客户同意删评522. 解释藏银银52一、未收到货（1）.首次来信 1. 请求等待11.18邹Dear Valued Customer, Glad to hear from you. Sorry for letting you wait so long.Your package has been sent out on 日期. And it usually takes around 15-25 business days for arrival because of the package shipped from China. But sometimes it may be delayed by many unsteady factors like customs, flights, weather, etc which are uncontrollable.So could you please give us another some days? Your patience and understanding is so appreciated. And if the package still not arrives then, do remember to contact us again. We will surely give you a fast and satisfactory solution for you, you have my words. Any question or problem, do feel free to contact us. We will reply you within 24 hours.Best regards,Helena2. 请求等待一周11.18邹Dear Valued Customer, Thank you so much for your communication and letting us know the problem. We do appreciate it so much.From the message, we know you are very concerned about the package and we also totally understand the feeling. But international shipment is affected by many unsteady factors. Sometimes, the packages may be delayed a little. And if you like, could you please give us another week? If the package still not arrived then, wed like to give a refund or re-send for the transaction.And please let us know your idea for the solution of this problem. We sincerely believe we can solve the problem for you faster and more satisfactorily.Look forward to your reply _And we sincerely believe nothing can be a problem with communication.Nice day.Helena3. 请求等待3天11.18邹Hi,Dear Valued Customer, Thank you so much for your communication and letting us know the problem. We do appreciate it so much.From the message, we know you are very concerned about the package and we also totally understand the feeling. But international shipment is affected by many unsteady factors. The packages sometimes may be delayed a little. And if you like, could you please give us 3 days? If the package still not arrived then, wed like to give a refund or re-send for the transaction.And please let us know your idea for the solution of this problem. We sincerely believe we can solve the problem for you faster and more satisfactorily.Look forward to your reply _And we sincerely believe nothing can be a problem with communication.Nice day.Helena4.晚发货a: 晚发货, 请求等待（假装海关扣押了一段时间）11.18邹Hi,Dear Valued Customer, Sorry to hear that you haven't received the package.After we got your message, we contacted the logistic company immediately.We were told that your package was delayed because of customs inspection, and your package has arrived in your country.So could you please give us a few days more? Your patience and understanding is so appreciated. And if the package still not arrives then, do remember to contact us again. We will surely give you a fast and satisfactory solution for you Any question or problem, do not hesitate to contact us. Its our biggest pleasure to serve you.Nice dayHelenab: 晚发货, 假装建议重发11.18邹Hi,Dear Valued Customer, Sorry for letting you wait so long.As your question, after we check, I guess that the item was lost by post-workers.How about we resend the order for you to show our regret? If you agree with re-send, any way, we are trying our best to arrive you the item, no matter what would we pay for.Honestly, beg your forgiveness.Look forward to your reply!And we sincerely believe nothing can be a problem with communication.Best regardsHelena5. 部分未收到，请求等待（拆分订单，无货后寄包裹）Hi,Dear Valued Customer, Glad to hear from you.We are so sorry to hear that part of item missing.Please don't worry, after we check. You order was sent out separately.Because of international shipment, sometimes it may be delayed by many unsteady factors like customs, flights, weather, etc which are uncontrollable.So could you please give us another some days? Your patience and understanding is so appreciated. Any question or problem, do feel free to contact us. Its our biggest pleasure to serve you, my dear friend.Best regards,Helena6. 建议重发, 未收到，丢包11.18邹Dear Valued Customer,Sorry for letting you wait so long.As your question, after we check, I guess that the item was lost by post-workers.How about we resend the order for you to show our regret? It usually takes around 15-25 business days for arrival. Or youd like a refund instead? If you agree with resend, could you please check your address for us? Thanks in advance. Your idea will always be respected.Thanks for your patience and understanding again.Look forward to your reply!And we sincerely believe nothing can be a problem with communication.Nice day,Helena丢包，建议有货重发，无货退款11.18邹Dear Valued Customer,Sorry for letting you wait so long.As your question, after we check, I guess that the item was lost by post-workers.Sorry about the inconvenience that may cause.We would like to send you to the item, but the SKU: is unavailable. How about we refund you the unavailable items and send the other items? Whats your idea? We will respect your idea.Honestly, beg your forgiveness. Thanks for your patience and understanding again.Look forward to your reply!Nice day,Helena7. 建议退款, 丢包11.18邹Dear Valued Customer,Sorry for letting you wait so long.As your question, after we check, I guess that the item was lost by post-workers. We would like to send you to the item, but the item is not available How about we refund you the item to show our regret? Whats your idea? We will respect your idea.Honestly, beg your forgiveness. Thanks for your patience and understanding again.Look forward to your reply!Nice day,Helena8. 部分未收到/发错货 建议重发, 11.18邹Dear Valued Customer,Thank you so much for your communication and letting us know the problem. We do appreciate it so much. As your question, after we check, I guess it maybe the negligence of our packaging staff. How about we re-send you the item to show our regret? Whats your idea? By the way, as usual the item will take around 15-25 working days to reach your side.Honestly, beg your forgiveness.Thanks for your patience and understanding again.We will send out the item after get your kind reply.Nice day,Helena9. 部分未收到/发错货, 建议退款,（无货）11.18邹Dear Valued Customer,Thank you so much for your communication and letting us know the problem. We do appreciate it so much. As your question, after we check, I guess it maybe the negligence of our packaging staff.We would like to send you to the item, but the item is not available How about we refund you the item to show our regret? Whats your idea? We will respect your idea.Honestly, beg your forgiveness. Thanks for your patience and understanding again.Look forward to your reply!Nice day,Helena10. 告知跟踪号（邮政）11.18邹My Dear Valued Customer, ,Thank you for your purchase, Im so sorry you waiting so long.This is your tracking number 跟踪号, check website is The package status is “状态”.And it usual takes 15-25 days to arrive you from shipping to deliver.So could you please give us another some days? Your patience and understanding is so appreciated. And if the package still not arrives then, do remember to contact us again. We will surely give you a fast and satisfactory solution for you Any question or problem, do not hesitate to contact us. We will reply you within 24 hours.Nice dayHelena11. 告知跟踪号（比邮）My Dear Valued Customer, ,Thank you for your purchase, Im so sorry you waiting so long.This is your tracking number 跟踪号, check website is The package status is “状态”. By the way, we use the Belgian Post.And it usual takes 15-25 days to arrive you from shipping to deliver. So could you please give us another some days? Your patience and understanding is so appreciated. And if the package still not arrives then, do remember to contact us again. We will surely give you a fast and satisfactory solution for you Any question or problem, do not hesitate to contact us. We will reply you within 24 hours.Nice dayHelena12. 客户询问跟踪号（没有跟踪号）Dear Valued Customer, ,Glad to hear from you. Thanks for your purchase.Because the price is under £8.00/$8.00/8.00, tracking numbers will be not update on the web, really sorry take inconvenient to you.But please dont worry, usually all our items can arrive safely in around 15-25 days because of international shipment. And of course sometimes it may be delayed a little due to many uncontrollable factors like customs, flights, etc.So could you please give us another more days? And if the package still not arrives then, do remember to contact us again. Greetings from China hereHelena13. 已签收，未到货（邮政）Dear Valued Customer,Thank you for your purchase, Im so sorry you waiting so long.We shipped the item by USPS, this is your tracking number跟踪号, check website is can view it. The package status is “状态”.According to the status, may be it arrived even delivered already, you can dial your local post office ask them send it to you or get it by yourself. Or the package in your postbox?If you get the package or not, please feel free to contact us again.Thanks for your patience again.Any request, contact us freely. We will reply you within 24 hours.Nice day,Helena14. 已签收，未收到/到达待取（挂号）Dear Valued Customer, ,Thank you for your purchase, Im so sorry you waiting so long.This is your tracking number 跟踪号, check website is You can view it.The package status is “状态”.According to the status, may be it arrived even delivered already, you can dial your local post office ask them send it to you or get it by yourself. If you get the package or not, please feel free to contact us again.Thanks for your patience again.Any request, contact us freely. We will reply you within 24 hours.Nice day,Helena（2）再次来信1. 建议重发11.18邹Hi,Dear Valued Customer, Thank you so much for your communication and patience shown in this transaction which we do appreciate so much.We are sorry to know that the package still not arrived. Just as weve promised, wed like solve the problem for you now. How about arranging a re-send for this order? Or youd like a refund instead? If you agree with resend, could you please check your address for us? Thanks in advance. Your idea will always be respected.We will send out the item after get your kind reply.Best wishes,Helena2. 建议退款11.18邹Hi,Dear Valued Customer,Thank you so much for your communication and patience shown in this transaction which we do appreciate so much.We are sorry to know that the package still not arrives. Just as weve promised, wed like to resolve the problem for you now.How about we refund you the order? You can keep it as a gift when the package arrives later. How do you like this suggestion?Look forward to your reply!And we sincerely believe nothing can be a problem with communication.Best regards,Helena3. A:告知将要发出11.18邹Dear Valued Customer, Thanks for your reply.We will send it out for you within 24 hours. And it usually takes around 15-25 days for arrival. Sincerely hope the package can arrive ASAP _Any question or problem, do feel free to contact us. Its our biggest pleasure to serve you. We will reply you within 24 hours.Best regards,HelenaB: 已重发有货的，退款无货的11.18邹Dear Valued Customer, Thanks for your kind reply. The refund of unavailable item has been issued, please check your account.We will send remaining item out for you within 24 hours. And it usually takes around 10-15 days for arrival. Sincerely hope the package can arrive ASAP _Any question or problem, do feel free to contact us. Its our biggest pleasure to serve you. We will reply you within 24 hours.Best regards,Helena4. 已重发，请求等待11.18邹Hi,Dear Valued Customer, We are sorry about that you have not received your first package.Your replacement has been resent on 发货时间. And it usually takes around 15-25 days for arrival. And if you like, could you please give us other days? Sincerely hope the package can arrive ASAP _Please give us a chance, and if the package still not arrives then, do remember to contact us again. We will give you a full refund. We dont want to le