亚马逊卖家必备:各类售后邮件回复模板

亚马逊卖家和用户的沟通都是通过邮件去回复的,我根据各种常见的情况整理了一些邮件模板,希望对你有帮助。注意:邮件不要直接复制使用,仅供卖家参考,因为邮件的回复模板也可能会有

亚马逊卖家和用户的沟通都是通过邮件去回复的,我根据各种常见的情况整理了一些邮件模板,希望对你有帮助。

注意:邮件不要直接复制使用,仅供卖家参考,因为邮件的回复模板也可能会有账号关联的风险。

1.因节假日导致物流延误

Dear {$BuyerName},
Thank you for purchasing and prompt payment.
However, we’ll have the {节日名称} from{时间区间}. During that time, all the shipping service will not be available, which may cause a delay of the shipment for seveal days.
Thanks for your understanding and your patience is much appreciated. Please let us know if you have any questions or concerns.Keep in touch.
Thanks.
Sincerely yours,
{$ShopName} After-sales Customer Services

译文:
尊敬的xxx(客户)
感谢您的购买和及时付款。
但是,我们将从{。在此期间,所有的运输服务将不可用,这可能会导致装运延误七天。
感谢您的理解和您的耐心是非常感谢。如果您有任何问题或担心。保持保持联系。
谢谢。
谨致问候,
xxx(店名)售后客户服务

2.因自然灾害导致的物流延误

Dear {$BuyerName},
We’re sorry to inform of you that your item may be delayed for the {自然灾害}.
Due to this {自然灾害}, airline/ocean shipping to {目的地} has been cancelled, which directly made your parcel was delayed.
Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue.Please let us know if you have any questions or concerns.Keep in touch.
Thanks.
Sincerely yours,
{$ShopName} After-sales Customer Services

译文:
尊敬的xxx(客户)
很遗憾地通知您,您的商品可能因xxx(自然灾害)
由于这个原因,到xxx(地点)的航空公司/海运被取消了,这直接导致你的包裹被延误了。
非常感谢您的理解和耐心。我们将继续跟踪发货情况,并尽力解决由于这一意外情况而引起的问题问题。请如果您有任何问题或担心。保持保持联系。
谢谢。
谨致问候,
xxx(店名)售后客户服务

3.因海关安检力度加强导致物流延误

Dear {$BuyerName},
We’re sorry to inform of you that your item may be delayed for the stricter customs inspection.
We just got the notice that all packets from all countries to {目的地} would be subject to stricter screening by the customs.Due to the intensive customs control and screening, the shipping time to {目的地} will be longer than normal.
Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue.Please let us know if you have any questions or concerns. Keep in touch.
Thanks.
Sincerely yours,
{$ShopName} After-sales Customer Services

译文:
尊敬的xxx(客户)
很遗憾地通知你,由于海关的严格检查,你的货物可能会延误。
我们刚接到通知,所有从各国寄往{30446}的包裹都将受到海关更严格的审查。到期为了加强海关的监管和甄别,装运时间到xxx
非常感谢您的理解和耐心。我们将继续跟踪发货情况,并尽力解决由于这一意外情况而引起的问题问题。请如果您有任何问题或顾虑,请告诉我们,保持联络。
谢谢。
谨致问候,
xxx(店名)售后客户服务

4.约定到货期限已过但对方并未收到货

Dear {$BuyerName},
We are sorry for the long-time waiting and we quite understand thet waiting is always something hard to endure. Your item had been shipped on {送达时间} ,it got delayed by the {这边尽量写上不可抗力的原因}. So the shipment usually takes {预计时长} business days.
Could you please wait for another two weeks? If the package still not arrive in due, please contact us and we will do our best to solve it and offer you a satisfactory service.
Or if you do not want to wait any more, we are willing to offer a refund you as our sincere apology, and it’s really kind of you to return the payment when you get the item.
Please tell us which one you would prefer? We just want you to know that your satisfaction is always our top priority.
Looking forward to your reply.
Sincerely yours,
{$ShopName} After-sales Customer Services

译文:
尊敬的xxx(客户)
很抱歉久等了,我们很明白等待总是很难忍受的。你的货物已于xxx(送达时间)所以发货通常需要xxx(预测)个工作日。
你能再等两个星期吗?如果包裹仍未按时到达,请与我们联系,我们将尽力解决,并为您提供满意的服务。
如果您不想再等了,我们愿意给您退款,作为我们诚挚的歉意,而且您在收到商品后还回款真是太好了。
请告诉我们您喜欢哪一种?我们只想让你知道,你的满意永远是我们的头等大事。
期待您的答复。
谨致问候,
xxx(店名)售后客户服务

5.物流显示已妥投,但买家来信表示未收到货

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:{具体查询网站}.
And could you kindly ask your neighbour or your family if anyone picked your package?
So we can provide the tracking number {物流跟踪号} 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

译文:
尊敬的xxx(客户)
当我们一次收到您的邮件时,我们已经检查了xxx(订单ID)的实时物流信息,它显示邮件已经发送给您了。
你可以在网站上查询:xxx(具体查询网站)
你能问一下你的邻居或你的家人有没有人捡到你的包裹吗?
所以我们可以提供追踪号码xxx(物流跟踪号)
如果您有任何问题或担心。保持保持联系。
谨致问候,
xxx(店名)售后客户服务

6.买家想取消订单,但卖家已发货

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 {商品名称}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

译文:
尊敬的 xxx(客户)
很抱歉听到您要取消订单xxx(订单ID)
我们不得不说抱歉,它已经发出了。我们不能停止装运。也许你可以先把它穿上,等收到东西后再看看是否合适。退一步说,如果你不喜欢它,你可以把它作为礼物送给你的亲戚或朋友。
很抱歉给您带来不便,希望您能尽快收到。如果您有任何问题或顾虑,请告诉我们。保持联络。我们会尽力为您解决。
祝您有个美好的一天!
谨致问候,
xxx(店名)售后客户服务

7.买家收到货但因商品尺寸不合适想退货退款

Dear {$BuyerName},
We really appreciate your great support on us.
But sorry for the inconvenience that the {商品名称} did not fit you.
Will it be possible to give others as a gift? Or how about we make you a {具体金额} refund as a way to make up for this?
If you insist on returning it back, we will go to the further step. Please tell us which way you would prefer? We just want you to know that your satisfaction is always our top priority.
Looking forward to your reply!
Sincerely yours,
{$ShopName} After-sales Customer Services

译文:
尊敬的xxx(客户)
我们非常感谢您对我们的大力支持。
很抱歉给您带来不便。
有可能把别人当作礼物送给别人吗?或者我们给你一笔退款作为补偿怎么样?
如果你坚持要退货,我们将继续下一步。请告诉我们您喜欢哪种方式?我们只想让你知道,你的满意永远是我们的头等大事。
期待您的回复!
谨致问候,
xxx(店名)售后客户服务

8.买家投诉或来信告知卖家发错颜色、商品或商品有缺陷等

Dear {$BuyerName},
We are so sorry about that. This is your order:{商品名称} &{$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

译文:
尊敬的xxx(客户)
对此我们非常抱歉。这是您的订单:xxx(订单ID)
请把包装上标签的图片和商品的问题寄给我们好吗?我们会尽快为您解决。请不要担心。
如果您有任何问题或顾虑,请告诉我们。我们只想让你知道,你的满意永远是我们的头等大事。
谨致问候!
谨致问候,
xxx(店名)售后客户服务

9.买家发来图片后卖家根据责任情况引导退部分或全额款

Dear {$BuyerName},
We’re so sorry for the unsatisfied purchase. We’re willing to solve the problem.
As a honest seller, we are not willing to let our dear valued customer suffer any losses. We are willing to offer a {具体金额} refund to you as our sincere apology, is that ok for you?
Or if you have any other ideas, please let us know. We just want you to know that your satisfaction is always our top priority.
Looking forward to hear you soon.
Once again, we send our sincere apology.
Have a nice day!
Sincerely yours,
{$ShopName} After-sales Customer Services

译文:
尊敬的xxx(客户)
我们对购买不满意深表歉意。我们愿意解决这个问题。
作为一个诚实的卖家,我们不愿意让我们尊贵的客户遭受任何损失。我们愿意给你退款,作为我们真诚的道歉,你可以吗?
或者如果你有其他想法,请告诉我们。我们只想让你知道,你的满意永远是我们的头等大事。
期待您的到来。
我们再次致以诚挚的歉意。
祝您有个美好的一天!
谨致问候,
xxx(店名)售后客户服务

10.买家坚持称商品有问题但又不想或不能提供照片

Dear {$BuyerName},
We’re so sorry for the unsatisfied purchase. We’d like to solve the problem, but we need this picture to sets a case for you and feedback this issue to our suppliers to check it and avoid the same issue happen again.
As a honest seller, we are not willing to let our dear valued customer suffer any losses. We can understand you. But we hope you could understand us.
So, could you kindly send us the picture again to help us avoid the same situation and pls don't worry we will give you the best solution? Any situations, please contact us firstly, we believe that good communications will solve the problem.
Hope to receive your picture soon .
Have a nice day!
Sincerely yours,
{$ShopName} After-sales Customer Services

译文:
尊敬的xxx(客户)
我们对购买不满意深表歉意。我们很想解决这个问题,但我们需要这张图片来为您提供一个案例,并将此问题反馈给我们的供应商以进行检查,以避免同样的问题再次发生。
作为一个真诚的卖家,我们不愿意让我们尊贵的客户遭受任何损失。我们能理解你。但我们希望你能理解我们。
所以,您能不能把照片再寄给我们,以帮助我们避免同样的情况,请不要担心我们会给您最好的解决方案?任何情况,请先与我们联系,我们相信良好的沟通会解决问题。
希望很快收到你的照片。
祝您有个美好的一天!
谨致问候,
xxx(店名)售后客户服务

11.买家无理由退货退款

Dear {$BuyerName},
Thank you for contacting us.
Your return request has been approved. You will be receiving a return shipping label and RMA instructions via Amazon. Please make sure the item you return is whole new or a 25% restocking fee may be applied if the {商品名称} is used or damaged visually.
Also, please make sure that the correct merchandise is being shipped us,{$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

译文:
尊敬的xxx(客户)
谢谢您联系我们。
您的退货请求已被批准。您将通过亚马逊收到退货标签和RMA说明。请确保您退回的物品是全新的,或者如果被使用或视觉损坏,可能需要支付25%的重新进货费用。
另外,请确保我们收到的商品是正确的,我们是亚马逊上名为xxx的卖家。如果从其他卖家处购买的商品被运到我们这里,我们需要将其运回给您,我们还会要求您支付运费。
感谢您的合作。
谨致问候。
谨致问候,
xxx(店名)售后客户服务

12.客户询问物流跟踪号或者询问是否已发货

Dear {$BuyerName},
Thank you for asking.
Your order {$OrderId} are shipped on {}.
You item is on the way to your shipping address, here is the tracking#********. You could track it on {具体查询网站}.
Item was shipped from China. Normally, you will receive this item within {你的listing页面标注的配送时长} business days.
We have checked your estimated date is{物流派送时间}.
Your understanding and patience is much appreciated. Please let us know if you have any questions or concerns. Keep in touch.
Best regards
Sincerely yours,
{$ShopName} After-sales Customer Services

译文:
尊敬的xxx(客户)
谢谢您的询问。
您的订单xxx(订单ID)在xxx(已经发货的具体时间)
您的商品正在运往您的发货地址的途中,这是跟踪信息。你可以在xxx(具体查询网站)
货物是从中国运来的。通常情况下,您将在(你的listing页面标注的配送时长)工作日内收到此商品。
}我们查过您的估计日期是xxx(物流派送时间)
非常感谢您的理解和耐心。如果您有任何问题或顾虑,请告诉我们。保持联络。
谨致问候
谨致问候,
xxx(店名)售后客户服务

以上邮件仅供参考,希望大家可以稍微的做出一些调整


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