做淘宝 ebay等卖家售后邮件回复范例.docx

做淘宝 ebay等卖家售后邮件回复范例.docx

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做淘宝ebay等卖家售后邮件回复范例

d目录

一：

产品疑问1

二：

未收到货3

三：

产品损坏4

四：

退款类别5

未收到货:

ben10002000

买家退货：

ashwink85

fifthacedk这个产品说是defective，可能是什么地方坏了呢

销售：

近期订单

asyouknowitisChristmaspeaktime,sothedeliveymaybealittlelatethanusual.

WindowsXP：

Windows7：

Windows8：

Hope

MerryChristmasinadvance!

收货地址：

上海市闵行区华漕镇金辉路1888号2号楼1楼电子商务仓

12月5号jsk-norton发信息确认jskipling@

yoyouwedding@

wupeiliang@

一：

产品疑问hrsservices2009

想要某种颜色，但是该颜色是随机发的

Thanksforyourmessage.SorryI’mafraidthatwecannotguaranteethatwecansendtherightcoloryouwant,asitisalmostoutofstockandwesentthecolorrandomly.Butwewilltryourbesttosendyoutherightcolorifthereisanyinstock.

Ifyouhaveanyotherquestionsabouttheproduct,pleasefeelfreetocontactus.

BestRegards,

Emma

买家要invoice，问他要信息

Thankyouforthemessage.Yes,weareVATregisteredandwecanprovideinvoice.Pleasesendusthedetailsofyourcompanytogetherwithyouremailaddress,sothatwecansendyouanelectricinvoicetoyouremailaddressafteryoubidtheitem.

BestRegards,

Emma/CustomerService

Invoice已发

Theinvoiceisenclosedinthisemail,pleasecheck.Ifyouhaveanyquestions,pleasefeelfreetocontactus!

Hopeyoucanreceivethepackageverysoon.

Ifyouhaveanyotherquestionsabouttheproduct,pleasefeelfreetocontactus.

BestRegards,

Emma

买家想单买，不可以

Thankyouforthemessage.Sorrywedon'tsellitpiecebyunit.

Thisitemisonsale,andyoucanseethepriceisfor10pieces,whichisquitelow.

BestRegards,

Emma/CustomerService

不能通过电话联系

Thanksforyourmessage.I’msorrythatwearedoingtheebaybusinessthrough3rdPartyFullfillmentcompanytoprocessourorder,sowearenotabletogetthecalls.Hopeyoucanunderstand.

BestRegards,

Emma/CustomerService

问货源在哪

Thankyouforthemessage.Tobehonestwithyou,oursuppliersarefromChina,butourstockislocatedinSwidon,UK,sothatouritemscanarrivewithin2-7daystoourUKcustomersand5-20daystoourcustomersoutsideofUK.

BestRegards,

Emma/CustomerService

买家要推迟付款

Thanksforyourmessage.Sorrytohearaboutthepaypalproblem.Noproblemwecanwait.Andthelongesttimewecanwaitis10daysfromyourbiddingtime.Hopeeverythinggoeswellsoon.

BestRegards,

Emma/CustomerService

APrepeater

Thankyouforthemessage.Themanagementinterfaceis192.168.1.253withtheusername:

adminandpassword:

admin.Hopeitcanhelp.

BestRegards,

Emma/CustomerService

缺货，就这两天寄，让他再等一下就补发

Iactuallyalwayswantyoureceivethepackageassoonaspossible.However,therearetoomanyreasonsfaroutofmycontrol.Sinceithasbeenalongtimewaiting,it'sunreasonableformetokeepyouwaitingforanylonger.Ijustcalledthestockchargertotalkaboutyourissue,whoagreedthathecansendyouareplacementtomorrow.Butbeforesendingthenewonecouldyouconfirmyouraddress,sothatwecanmakesuretheitemcanarriveatthecorrectplace.

Lookingforwardtoyourfavorablereply.

Pleasekindlynotleaveanyneutral/negativefeedbacktous,aswearealwaysseekingtosolveanyproblemsinafriendlyway.

BestRegards,

Emma/CustomerService

未收到货，全额退款

买家没有说清楚什么原因，要求退货

Pleasecanyougivemesomemoredetailsaboutwhat'stheproblemwiththeproduct.Iwilltrymybesttohelpyousortouttheproblem.Ifyouinsistonsendingitback,pleasereturnittoouroriginalplace

买家终于收到货，同意再次付款：

Thanksforyourmessage.Wow,it’ssurprisingtometoo.Aswedidsenditon19-09-2013,ittakessuchalongtimetofinallyarrive.However,internationaldeliverycanbequitetricky.It’smuchappreciatedthatyoucanpayitbacktoourpaypalaccountwupeiliang@.Thanksverymuchforcontactingusagain.

BestRegards,

颜色缺少

Hixfox33,

Thankyouforyourpurchasewithus.

Reallysorrytotellyouthatthecoloryouwantisoutofstocknow.Weonlyhavethesomeblack.Canyouacceptthem?

Ifnot,wecanfullrefundtoyou.

WhichisOKforyou?

Hopetohearfromyousoon.

BestRegards,

Emma

请货完成主动联系买家

Thankyouforyourpurchasewithus.

Reallysorrytotellyouthattheitemyouboughtisoutofstock,sowewillrefundyourpaymentbacktoyourpaypalaccount.IsitOKforyou?

Iamreallysorryaboutit.Hopetohearfromyousoon.

MerryChristmasinadvance!

BestRegards,

Emma

暂时缺货，一周之内发货

Thankyouforyourpurchasewithus.

Reallysorrytotellyouthattheitemyouboughtisoutofstocknow,butitwillberestockednextweek,isitOKforyoutowaitalittlelonger?

Themomentitisinstock,wewillsendittoyou.Ifyouprefernottowait,wecanfullrefundtoyou.

Hopetohearfromyousoon.

MerryChristmasinadvance!

BestRegards,

Emma

NewTelephonePhoneFaxNetworkRJ11CableLineADSL

Fortheonepin,itisforconnectingthetelephonecableof4pin;Withregardtotheother2pins:

oneforconnectingthetelephonewireof4pin，theotherforconnectinginternectcableof6pinwhichconnectstheinternectrouter.Hopeyoucanunderstandanditwork.

二：

未收到货

清货产品，给买家退款

ReallyI’msorrytohearthatyouhaven’treceivedthepackageuptonow.Sinceithasbeensuchalongtimewaiting,itisnotreasonableforustokeepyouwaitinganylonger.Toeasilysolvethisproblem,Iwillfullrefundyourpaymenttoyouwithin24workinghours.HopeitisOKforyou.

Pleasekindlyunderstandactuallywedon'twanttheitemtobelostinthefirstplace!

Hopeyoucanunderstandmysituation.Ifyoufinallyreceivetheitem,itwillbemuchappreciatedthatyoucancontactusandsendthepaymentagain.

Pleasecanyoukindlyagreenotleavingtheneutral/negativefeedbackforus.

AgainSorryabouttheshippingdelayproblems.

MerryChristmasinadvance!

BestRegards,

Emma/CustomerService

暂时缺货未发，问对方还远不愿意等

Iactuallyalwayswantyoureceivethepackageassoonaspossible.However,therearetoomanyreasonsfaroutofmycontrol.Sinceithasbeenalongtimewaiting,it'sunreasonableformetokeepyouwaitingforanylonger.Icanrefundyourpaymentbacktoyourpaypalaccountanytimeyouwant.Ifyouwantanewone,IcansendyoureplacementASAP.Eitherwayyouwant.

Ifyoudon'twanttowaitanylonger,pleasecontactus,Iwillrefundyourpaymentimmediately.

Pleasecanyoukindlyagreenotleavingtheneutral/negativefeedbackforussincewewillfullrefundyourpayment.MerryChristmasinadvance!

BestRegards,

Emma/CustomerService

邮局原因导致买家未收到

Thanksforyourmessage.Imustexplainthistoyou:

aswe’vereceivedquitemanyemailsfromourcustomerswhosaidthattheyhaven’treceivedtheirpackagesandevenleftournegativefeedbacks.WearequiteworriedandwecalledtheRoyalMail,finallywegetthereasonforthedelayeddelivery.whotoldthattherewassomethingwrongwiththeirRoyalMailIT,sothatthepackagesweren’tsentsuccessfully.Andtheysentthemallyesterday.Inthisway,couldyouwaitforafewmoredays,let’ssay3or4days?

Ibetthepackagesmustbeonthewaytoyourightnow.

Hopeyoucanunderstandoursituation,aswearealwayshopingthatourcustomerscanreceivetheirpackagesASAP.

MerryChristmasinadvance!

BestRegards,

Emma/CustomerService

以前早拍过，缺货前两天刚发的

Thankyouforthemessage.Beforeemailingbacktoyou,IjustcheckedthepackagewiththeRoyalMailservice,whotoldusyourpackageisjustontheway,anditissupposedtoarriveatyouin3days.Pleasedon'tworrytoomuchabouttheproblem,asifyoudon'treceiveitwithin4days,pleasecontactus,wewillrefundyourpaymentbacktoyouimmediately.Wealwayswantourcustomersreceivethepackageasap.Hopeyoucanreceiveitsoon.

Pleasekindlynottoleaveanynegative/neutralfeedbackforus,aswewillrefundthepaymenttoyouifyoudon'treceivetheorder.

MerryChristmasinadvance!

BestRegards,

Emma/CustomerService

海关延迟主动解释

Sorrytobotheryouagain,asIhavetosendyouamessagewhichisquitebadbothforyouandforus.Igotthenewsforourstockjustamomentago,foryourinformation,oursuppliersarefromChina,andourstockininUKsothatwecansendgoodstoUKcustomersveryquickly.However,duetotheslowcustomclearanceproblem,ourstockwillbedelayedtillaboutXX.wewillshipthepackagetoyouassoonasournewstockarrive.Reallysorryaboutanyinconvenience.

Again,Iknowyoumayloseallyourpatienceinusandtiredofwaiting,pleasejustsendusamessageIwillrefundyourpayment.PleasebelievemeIdidn'texpectthatwouldhappen.Pleaseacceptmygreatapologies!

MerryChristmasinadvance!

BestRegards,

Emma/CustomerService

很早就拍下，但是近期刚发的，买家第一次来信

Thankyouforthemessage.Iwasjustgoingtosendyouthismessage.BecauseoftheRoyalMailITproblems,soweresentyouritemjustyesterday.CouldIbegreedyforyourlittlemorepatience,Ithinktheitemisonthewaytoyourightnow.YouknowthatSwindonisnotsofarfromWarwickshire.Therefore,youmayreveiveitlike2or3dayslater.HopeitisOKforyou.Thanksverymuchinadvance.

MerryChristmasinadvance!

BestRegards,

Emma

三：

产品损坏

发照片确认

Couldyousenditapictureoftheitemyoureceivedifitisbroken?

Doesitnotworkfromthebegnningorafewdaysafterusing.Pleasedon'tworryaboutit,asitisunderwarranty.I’mheretosolvetheproblemforyou.

Lookingforwardtoyourreplyandphotosoon.

MerryChristmasinadvance!

BestRegards,

Emma/CustomerService

耳机麦克风出问题，问驱动程序

Thankyouforthemessage.Sorrytohearabouttheproblem.Couldyoutryitonanothercomputerwithdifferentdevicedriver?

Pleasebelievethatweneve