船長整理了一打常見的亞馬遜客服常見的售后場景與應(yīng)對郵件模板，也適用于eBay，希望對你有幫助。內(nèi)容較多，請耐心查看。

場景一、因節(jié)假日導(dǎo)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(jié)日名稱} from{時間區(qū)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(zāi)害導(dǎo)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(zāi)害}.

Due to this {自然災(zāi)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(guān)安檢力度加強導(dǎo)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.

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(yù)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 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

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(wǎng)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(fā)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(fā)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(fā)來圖片后賣家根據(jù)責(zé)任情況引導(dǎo)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 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

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 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(fā)貨，賣家的回復(fù)

Dear {$BuyerName},

Thank you for asking.

Your order {$OrderId} are shipped on {已經(jīng)發(fā)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(wǎng)站}.

Item was shipped from China. Normally, you will receive this item within {你的listing頁面標(biāo)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.

Best regards

Sincerely yours,

{$ShopName} After-sales Customer Services

備注：因為每個賣家銷售的產(chǎn)品不同，大家可以根據(jù)自己的產(chǎn)品情況適當(dāng)完善郵件內(nèi)容。

（來源：邦閱網(wǎng)）