外贸B2C客服邮件范本-英文
售前邮件模板
自取pick up
Thanks for your email.
We are so sorry for that our company policy don't accept to pick up by customer, please don’t worry , we will test and pakeage your order well and well before we send it .
Thank you for your understanding.
If you have any other questions, feel free to contact us.
Best Regards
运费高higher shipping cost
Thanks for your email.
We marked the shipping cost higher because the ebay fee charged by the item price but not the shipping cost.Then we marked the shipping cost higher . But our total price (price +shipping cost) is the lowest price on eBay. My friend you just need see the total
price(price+shipping cost) .
If you have any other questions, feel free to contact us.
Best Regards
保修How to Warranty?
Thanks for your email.
This item is the top-quality. So during 2 years warranty time, mostly it will not have any problem. If it has the problem, we will send you the replacement to replace it. Mostly it will be resolved. Finally, if the problem still can not be resolved, then please send item back to us and then we will exchange a new one or refund you once we receive it.
If you have any other questions, feel free to contact us.
Best Regards
We have a professional technical support group for all the item selling. If you need any assistance on your item problem, please do not hesitate to contact us, our technical support will be there to assist you. And if you have more questions about the motor or there is anything we can do for you, please feel free to contact us. We are always happy to hear from you. Kind regards!
退货政策Return policy
Thank Thanks for your email.
We can accept the item return during 60 days.
And if it is the customer fault lead to return, then we will refund the money deduct the shipping cost
If it is our fault lead to return, then we will refund you full money including the shipping cost.
If you have any other questions, feel free to contact us.
Kind regards
电压/插头voltage/ plug
Thanks for your email.
The item suits for your country power voltage and your country plug.
If you have any other questions, feel free to contact us.
Kind regards
为什么拒绝offer
Thanks for your email.
wecan’t accept your offer because Our total price (price + shipping cost) already is the lowest price on eBay.It is nearly no profit sale. Hope that you can understand. We will provide the best service to you including the delivery service and warranty service.
If you have any other questions, feel free to contact us.
Kind regards
询价/报价
?第一次询价
Ths for your email and your interest in our item.
We will ship the item to you with tracking number within 8h once your payment cleared . The total price (shipping cost + price) for1 piece is XXX USD/GBP. It will take about 3-5 days to your hand. After we send out the item, then we will send you the tracking number within 2days. If you have any other questions, feel free to contact us.
Kind regards
?还价
Ths for your email and your interest in our item.
Our total price (price + shipping cost) already is the lowest price on eBay. It is nearly no profit sale. Hope that you can understand. We will provide the best service to you including the delivery service and warranty service.
If you have any other questions, feel free to contact us.
Kind regards
?买多个是否有折扣
Ths for your email and your interest in our item.
Our total price (price + shipping cost) already is the lowest price on eBay. It is nearly no profit sale. Now we can give you only XX USD/GBP further discount. So the total price
(Price+Shipping cost) for XX pieces is XXX USD USD/GBP. We will provide the best service to you including the delivery service and warranty service.
If you have any other questions, feel free to contact us.
Kind regards
付款方式Payment method
Ths for your email .
We accept the paypal, credit card, western union, and bank wire transfer payment.
Fisrt, Paypal information:
Our paypal account is lovehappyshopping@https://www.wendangku.net/doc/5817743406.html, . also we can send you the paypal invoice and then you pay for it.
Second, Credit card:
You can pay for the paypal invoice directly using your credit card.
Third , Credit card information:
First name: Qili
Last name: Jiang
Country: China
City: Shanghai
The last , Bank wire transfer information:
Bank Name: Bank of China
Bank Branch: BANK OF CHINA, SHANGHAI, MEILONG SUB-BRANCH
SWIFT Code: BKCHCNBJ300
Bank Account Number: 601382*************
Bank Account Holder Name: Jiao Rumei
Bank Account Holder Address:
No.67, Lane 1305, LongWu Road, XuHui District,ShangHai, China
Bank Account Holder Phone Number: 158********
If you have any other questions, feel free to contact us.
Kind regards
Paypal付款不成功
Sorry and sorry for any problem .
Now you can resolve the problem from the following two method. You can choose one method.
发货
?发货方式和仓库/shipping method and wearhouse
Ths for your email and your interest in our item.
We will ship the item to you via Fedex /EMS with tracking number. It will take about 3-5 days to your hand. After we send out the item, then we will send you the tracking number within 2days.
If you have any other questions, feel free to contact us.
Kind regards
?客户要求发其他物流
Thank you for your email.
Usually we ship the item per FEDEX or UPS from our US/UK warehouse. But if you need and we will change to ship by DHL for you.Also you need to pay for xxUSD extra shipping cost caused by DHL(because per DHL the shipping cost will be higher)
So if you are agree about that, the total price will be 315USD/GBP (the item price+the shipping cost per DHL)
Now you can buy the item on eBay , we will send you the ebay invoice .and then you can pay for it ,you can leave us a eBay note after you pay for it .
If you have any other questions, feel free to contact us.
Kind regards
?部分国家不发货
Thank you for your email.
We are very sorry to tell you that, we couldn't send this item to your contour because of custom problem
Sorry about that. And we hope you can understand us.
hope we can do business in the future!
Best Regards
是否有说明书
Thank you for your email.
Yes, we will provide professional instruction in English .
If you have any other questions, feel free to contact us.
Kind regards
是否有关税tax
?无关税国家
Thank you for your email.
We already sent thousands of quantity packages to your country. Do not have any package be charged tax. So we guarantee it is no tax to your country. Or we will pay for it for you.
If you have any other questions, feel free to contact us.
Kind regards
?可能产生关税的国家
Thank you for your email.
We will mark the item at the lower value for you so that you do not need to pay for the tax or only need to pay for a little tax.
If you have any other questions, feel free to contact us.
Kind regards
询问品名后标注的字母意义
Thank you for your email.
Thank you for your email and the letter a, b, c after the item title.
The list ings’ items are exactly the same item. We use the letter a, b, c … at the end of the listing title to mark it as the different day listing. The items are exactly the same item.
If you have any other questions, feel free to contact us.
Kind regards
未付款
?要取消交易
Thank you for your email.
Sorry and sorry for any problem , because ebay system will open an unpaid item case for all the orders automatically that haven’t been paid within 8days ,and It must be closed automatically after 4 days.please don’t worry,there is no any problem with your eBay account.
If you have any other questions, feel free to contact us.
Kind regards
?未付款case（未关闭）
Thank you for your email.
We are so sorry for the inconvenience but we have to explain to you that we do not mean to open the case to you. It is ebay system will open an unpaid item case for all the orders automatically that haven’t been paid within 8days ,and It must be closed automatically after 4 days.please don’t worry,there is no any problem with your eBay account
And Just now we check your order and found it will closed within X days
If you have any other questions, feel free to contact us.
Kind regards
?未付款case（已关闭）
Thank you for your email.
We are so sorry for the inconvenience but we have to explain to you that we do not mean to open the case to you. It is ebay system automatically will open an unpaid item case for all the orders that haven’t been paid within 8days ,and It must be closed automatically after 4 days.please don’t worry,there is no any problem with your eBay account
And Just now we check your order and found the unpaid item case has been closed.
If you have any other questions, feel free to contact us.
Kind regards
amazon其他卖家
Thank you for your email.
Your email has been recieved and will be replied soon when it is available.
Kind regards
客户问是否包含增值税VAT
Thank you for your email .
sorry and sorry for this problem that our total price do not include the VAT.
If you have any question please feel free to contact with us .
Kind regards
春节回复客户
Dear Sir or Madam:
Thanks for your email.
Because the international time is different. We are midnight when you are daytime .
It is the Chinese Spring Festival Holiday from Jau 30th to Feb 4th in Chinese. All the sellers do not work in our country during Chinese Spring Festival Holiday.
1. If you send us the email, we will reply your email within 2 days .
2. If you want to buy the item, we will send out all the items on 29 January. If you are very urgent, please email us, we will send the item according to your request.
3. If you already received your item and your item has any problem, please email us the problem in detail, we will reply your email within 2 days.
4. If you have the urgently thing , please call us 0086158******** (Pacific Time: 0:00 – 7:00 and 19:00 – 24:00)
Thanks for your waiting!
Have a good day!
售后邮件模板
通知客户不要开投诉/差评
?Ebay
Please DO NOT OPEN EBAY CASE OR LEAVE NEGATIVE FEEDBACK before we resolve problem for you .
or If you have any question with item, please contact with us by email or by phone, we are the best trust seller ,we can resolve any problem for you .
Tel: 0086 139******** or 0086 139********.
Your item comes with two years warranty. So if your item has any problem within two yea rs, please do not hesitate to contact us, we are always here to service you.
?Amaozn
Please do not open the A-to-Z cliam or leave negative Neutral feedback before we resolve problem for you .
or If you have any question with item, please contact with us by email or by phone, we are the best trust seller ,we can resolve any problem for you .
Tel: 0086 139******** or 0086 139********.
Your item comes with two years warranty. So if your item has any problem within two yea rs, please do not hesitate to contact us, we are always here to service you.
发货前
?发货前要电话
Thank your for buying our item and our payment has been received. please send us your telephone number, when the item arrive to you ,the shipping carrier can contact you to sign for your item.
Kind regards
?发货前要税号
Thank your for buying our item and our payment has been received. please send us your CPF (tax number ),
because the shipping company need CPF for item delivery.
Kind regards
?发货前要取消交易
还未发货
Thank your for buying our item and our payment has been received.
We haven’t shipped out your item ,if you don’t want it , we will operate according to the following steps:
1)We will not ship the item and issue you full refund ;
2)at the same time ,we will send you a request to cancel the transaction ;
3)then please accept the request so that we can ask for the ebay fee for your order.
Thank you for your time to confirm this .then we will refund you ASAP .
Kind regards
已经发货
Thank your for buying our item and our payment has been received.
Sorry and sorry for any problem ,we usually ship the item within 8h after payment recived . Ttracking number :
Tracking web:
because of the web update ,you can track it within 24H.
Just now we check and contact with the shipping carrier to intercept the parcel ,but failure to do that .
My friend,there will be two choice for you :
1）You can please refuse to sign for the pakeage,once we recived it ,we will issue you refund ; 2）Please sign for it then send the pakeage to our another customer address once you recive it .
we will issue you full money once our another customer recived it .
Our return policy:
We can accept the item return during 60 days.
And if it is the customer fault lead to return, then we will refund the money deduct the shipping
cost
If it is our fault lead to return, then we will refund you full money including the shipping cost.
If you have any other questions, feel free to contact us.
Kind regards
发货前要换地址
不可以换
Thank your for buying our item and our payment has been received.
My friend,Sorry for that acording to the ebay and paypal policy ,we must send you the item to your paypal address which you have already sent to us when you paid your item.the adress is as following:
Buyer address
We will/have shipped the item via Fedex/DPD,and then we will send the tracking number to you within todays .Thank you so much for your understanding . Kind regards
可以换/客户坚决换
Thank your for buying our item and our payment has been received.
My friend,Sorry for that acording to the ebay and paypal policy ,we must send you the item to your paypal address which you have already sent to us when you paid your item.the adress is as following:
Paypal address
But we will send the item to your new address:
new address
We will/have shipped the item via Fedex/DPD,and then we will send the tracking number to you within todays .Thank you so much for your understanding . Kind regards
客户问有没有发货
?没发
Thank your for buying our item and our payment has been received.
We will ship your item within 8h,and then we will send you a notification with tracking number information .
Kind regards
?已经发
Thank your for buying our item and our payment has been received.
We have shipped the item to you.
Thracking number :
Tracking web:
because of the web update ,you can track it within 24H.
If you have any question , please don’t hesitate to contact us.
Kind regads
?货物被退回，已经重发
Thank your for buying our item and our payment has been received.
We are so sorry to tell you that your item was returned by our the shipping carrier because of shipping problem .
and we already upgraded the shipping service to the delivery company which will arrive at you more faster ,but it also costed more shipment cost ,we have paid all the shipment cost.
Tracking number:
Tracking web:
because of the web update ,you can track it within 24H.
By the way, Your item comes with two years warranty. So if your item has any problem within two years, please contact us, we are always here to service you.
Kind regards
?货物已经被签收，客户说没有收到
Thank your for buying our item and our payment has been received.
We have shipped the item to your following address
客户地址.
Thracking number :
Tracking web:
Just now we track your pakeage and then it delivered on on 6 Mar 2011.
Don’t worry about that ,my friend:
1)could you please comfirm that if your family person or your neighbor sign for it ;
because Sometimes shipping carrier will ask your family person or your neighbor to sign for the package instead of you.
2)Please contact your local Fedex Carrier for the pakeage.
Friend, do not worry. We are the top rated seller and we will resolve any problem for you.
Kind regards
?货物在已经到达当地，还未妥投
Thank your for buying our item and our payment has been received.
We have shipped the item to your following address
客户地址.
Thracking number :
Tracking web:
Just now we track your pakeage and found it just arrived at your location ,could you please contact with location Fedex/post office for the pakeage ? or the package will be returned to us. please don't worry ,if you don't receive your item ,we will send you a new item to you or refund you all the money once we receive it .
Our return policy:
We can accept the item return during 60 days.
And if it is the customer fault lead to return, then we will refund the money deduct the shipping cost
If it is our fault lead to return, then we will refund you full money including the shipping cost.
If you have any other questions, feel free to contact us.
Kind regards
?货物在海关
Thank your for buying our item and our payment has been received.
We have shipped the item to your following address
We have shipped the item to your following address
客户地址.
Thracking number :
Tracking web:
Just now we track your pakeage and found it arrived to your country custom, but they can't contact you for your item clear custom .
There are two options :
1.you can directly contact your country DHL for your item as soon as possible. Your country custom need your many dodument for your item clear custom.
2.please tell us your correct phone number , we will submit it to the DHL for your
item clear custom.
please reply us as soon as possible. thank you.
Friend, do not worry. We are the trust seller and we will resolve this problem for you. And I think the problem maybe sometimes happen, but we will resolve it for you as soon as possible.
Kind regards
?未授权付款回复客户
Thank your for buying our item , we recived notification from paypal about your unauthorized payment .and your payment is hold by the paypal now.
Could you please contact paypal to resolve your paypal account problem, and then paypal will release the payment to us. Once your payment is released , then we will send the item within one business day .
If you have any question, please feel free to contact with us .
Kind regards
与物品描述不符
?物流运输包裹/机器破损/问题件不清晰
第一步（要照片视频）：
Sorry and sorry for any problems.
We tested and pakeaged your item well and well before we send, but it still had the problem when you received it. Sorry and sorry again for this problem again.
Friend, now the problem already happened, so I think the most importance is how to resolve it. Could you please give us the picture show the problem parts / video show the problem
(You can upload the video to web https://www.wendangku.net/doc/5817743406.html, then give us the video link), and describe the problem, then we will see the problem and know how to resolve it. The more detail that you show the problem, the more quickly we can resolve this problem for you.
Your item comes with two years warranty. So if your item has any problem within two years, please contact us, we are always here to service you.
Kind regards
第二步（发配件能解决）：
Dear friend,
Thank you so much for taking time to write back to us. We get the reply from our technician it is clear that xx is fault judging from the Video or pictures you sent to us. We highly recommend you to replace the xx and this is the fast way to solve the problem out. If you would like, we will send the xx out for you ASAP.
Last, if there is anything you concern or you have better idea, please do not hesitate to let us know. Thanks again for your cooperation and patience.
Best regards!
第三步（补偿款能解决）：
Dear friend,
Thank you for your email regarding the problem with the item you received (or with your order of Jan, 26th, 2014. We are so sorry you were subjected to such inconvenience and understand how frustrating it is to receive damaged good. Of course, we will be responsible for this whole issue and spare no effort to solve the problem out for you.
First, we get the reply from our technician that it is better to test the machine first. If the machine is not functional, please help us take a video then our technician could judge which part is fault. We will definitely ship the new parts out for you ASAP.
Second, If the machine works well except appearance damage, and you quite accept it, we would like to offer you 20USD as compensation. Meanwhile, we would also offer you a 10% discount on your next order, as a sign of our commitment to customer satisfaction.
Last, if there is anything you concern or request, please feel free to contact us. We will be so glad to do everything we can do for you.
We are looking forward to your reply at your early convenience.
Best regards!
第四步：换货解决/换货流程
Dear friend,
Thank you for writing back to us. We really appreciate your good communication and patience.
We get the reply from our technician and the problem with the machine is quite complicated. So we accept the item returned to us and prepare to resend you a new one.
First, we are really sorry for the inconvenience that we could not provide collection from domicile service due to our office is at China. Thanks for your understanding in advance.
Second, much appreciate for returning the item for exchange a new one and we will pay the returning shipping cost and resending shipping cost Please return item to our address as following:
stone bridge /TYT return (ETYT00000163) unit E10
Explorer Voyager park
Portfield road
Hilsea
PO3 5FL
Portsmouth
UK:00442392697779
Note: Please Return item with TRACKING NUMBER.
Please send us the tracking number and the receipt for the shipping cost once we ship the item out. Then we will keep tracking the package and resend you a new one immediately as soon as confirm the returned one is delivered to us.
Last, if there is any problem or inconvenience, please feel free to contact us. We are looking forward to your reply at your early convenience.
Best regards!
第五步：退货解决/退货流程
Dear friend,
Thank you for writing back to us. We really appreciate your good communication and patience.
We get the reply from our technician and the problem with the machine is quite complicated. So we accept the item returned to us and prepare to resend you a new one.
First, we are really sorry for the inconvenience that we could not provide collection from domicile service due to our office is at China. Thanks for your understanding in advance.
Second, much appreciate for returning the item for a full refund and we will pay the returning shipping cost.
Please return item to our address as following:
stone bridge /TYT return (ETYT00000163) unit E10
Explorer Voyager park
Portfield road
Hilsea
PO3 5FL
Portsmouth
UK:00442392697779
Note: Please Return item with TRACKING NUMBER.
Please send us the tracking number and the receipt for the shipping cost once we ship the item out. Then we will keep tracking the package and refund your full money and the shipping cost immediately as soon as confirm the returned one is delivered to us.
Last, if there is any problem or inconvenience, please feel free to contact us. We are looking forward to your reply at your early convenience.
Best regards!
暂不发订单需加运费
国外仓库缺货，从国内发需要加运费
Thank your for buying our item.
we are very and very sorry. In our item listing we promised send the item out within 1 business day. But I am very sorry we still do not delivery it.
Sorry and sorry for any problem . Because this item is very and very popular, when you order the item, the item voltage 110V and plug special for your country already been out of stock.
We already ordered this item from factory about 9 days ago. But it still will take about 8 days to be available for voltage 110V special for your country .I am very and very sorry for this again.
Please don’t worry ,my friend,we are the beat trust seller , we can resove any problem for
you ,so there are to options for you .
1)could you please wait about 8 days for the item available, once the item available, we will
send the item to you through Fedex with tracking number. And also we can refund you
10USD a s compensation. because we feel very and very sorry for this transaction.
2)We can ship it for our Chinese wearhouse within 2days via USPS ,it wil take 3-5 days to your
hand.
Sorry for the stock problem. And hope that we can still have a chance to service you. And also from now on, all your question will be answer before the other question.
Sorry and sorry again.
Best Regards,
高区需要加运费
Dear VIKTOR,
Thank you for buying the item for us. We are honored and pleased to do business with you. We have sent you two emails about the postage but got no reply from you. We guessed the emails failed to send to you. There is one problem about the postage and we need your help and understanding.
All customers outside of UK, USA, AU, CA, DE, FR should contact us for shipping cost and shipping method before buy the item, because some countries locate in the most expensive zone and some countries can not delivery through EMS.
Because your country locates in the eighth zone, the shipping cost is about twice than to USA, UK. We not only have no profit on the shipping cost, but also have 50% discount shipping cost. You can calculate shipping cost from web:
Now I think we have the following option
1. We can refund you full money. In this way, you do not lose any money. We pay for the entire fee for transaction and leave you positive feedback.
2. You should add 157$ shipping cost for this item to our paypal
account(lovehappyshopping@https://www.wendangku.net/doc/5817743406.html,
Hope we can have the chance to service you. From now on, all your questions will be replied within 1 hour during working time and 8 hours out of working time before all other customers.
If there is any problem or there is anything we can do for you, please feel free to contact us. We will be always happy to hear from you!
Many thanks and Best Regards!
跨站点购买加运费
Dear friend,
Thank you for buying from us. We are so sorry to inform you that we could not send the item from our US warehouse now. Since this kind of item is very popular in our US market, so when we received your payment, it was just out of stock. We've ordered the items from our factory urgently, but it still need three months to get it available. We've applied to our company about this matter. Now we decided to air freight the items from our China warehouse. Then we will send the item for you from our US warehouse as soon as possible. But the shipping costs will be much higher than its original budget. My friend, now you have follow options about this matter: 1.We could refund you full money of this transaction as soon as possible. And we will refund you extra 5USD to express our sincerely apology. 2.Please add 30GBP as extra shipping costs. Once we received the shipping costs, we will arrange the shipment for you immediately. It will take you 3-5 days to receive the items. Hope we have the honor to serve you. Wait for your reply.
Best regards