跨境电商各类邮件回复模板

1、客户订购多种产品，卖家发邮件确认产品订单

Dear buyer，

Thank you so much for your great support on us.

We have received your order of “XXXXXX”.

We will work on your order asap, we just want to confirm the amount of the compass, did you order 10 pcs?

If nothing is wrong, we will ship them asap.

Best Regards

Seller’s name

译文：亲爱的顾客，非常感谢您对我们的大力支持！我们已经收到您的订单“XXXXXX”。我们会尽快跟进您的订单，现在我们先帮您确认指南针的数量，您是否订购10个指南针？

如果没什么问题，我们会尽快发货。

2、客户因订购的商品大小不合适导致退货

Dear buyer，

Thank you so much for your great support on us.

Usually it takes about 7-12 days for the item to reach you.

Any question, feel free to contact us and we will reach you at the soonest.

Best Regards

Seller’s name

译文：亲爱的顾客，非常感谢您对我们的大力支持！一般情况下，7-12天内您便会收到货物。如有问题，请随时联系我们，我们会尽快将货物送达。

3、卖家发错地址

Dear buyer，

Thank you so much for your great support on us.

What a big mistake we made!

Sorry, but will you still want the items? If yes, we will resend you immediately, if not, we will make you the full refund.

Waiting for your reply and hope your kind understanding.

Best Regards

Seller’s name

译文：亲爱的顾客，非常感谢您对我们的大力支持！我们犯了很大的失误。很抱歉，不知您是否还需要这个产品。如果需要，我们会立刻重新发货；如果不需要，我们会全额退款。我们等待您的回复，并希望获得您的理解。

4、卖家发货到达时间

Dear buyer，

Thank you so much for your great support on us.

Usually it takes about 7-12 days for the item to reach you.

Any question, feel free to contact us and we will reach you at the soonest.

Best Regards

Seller’s name

译文：亲爱的顾客，非常感谢您对我们的大力支持！一般情况下，7-12天内您便会收到货物。如有问题，请随时联系我们，我们会尽快将货物送达。

5、卖家发货后，要求客户写反馈

Dear buyer，

Thank you very much for your order!

We have shipped the goods and it will arrive at your side soon. Hope you likeit! And we are looking forward to your feedback.

Have a nice day!

Best Regards

Seller’s name

译文：亲爱的顾客，非常感谢您的订单！货物已发出，您将会很快收到。希望您会喜欢！我们期待您的反馈！祝您今天愉快！

6、亚马逊漏发货没有发货 且点击发货后客人需要运单的邮件模板

Dear —

Thank you so much for your great support and sorry for keeping you waiting.

We checked the tracking information found there is no update information as you said.

We will contact the post office to find out the problem.

We wonder would you still want the item, if yes, inform us the size and we will resend you asap, if not, we will make you the refund.

Waiting for your reply.

Any inconvenience hope your kind understanding.

Best regards

7、客户询问货物的tracking number或者有没有发货的回信模板

Dear Customer,

Thank you for contacting us regarding your inquiry.

Orders are shipped within two days after they are placed. Usually, we are able to ship orders the next day. Weekend orders are shipped on the following Monday. Please allow 3-9 business days after shipment for delivery. You will receive a shipping confirmation email from Amazon when the shipping information has been uploaded.

Your patience and understanding are greatly appreciated. If you have any other questions or concerns, feel free to contact us.

Best regards

8、买家以不想要为由要求退货，卖家接受退款请求，给买家回信的邮件模板

Dear —

Thank you for contacting us regarding your inquiry.

Your return request has been approved. You will be receiving a return shipping label and RMA instructions via Amazon. Please be advised that the return shipping cost is the responsibility of the buyer. The initial shipping cost cannot be refunded and a 25% restocking fee may be applied if the merchandise is used or damaged visually.

Also, please make sure that the correct merchandise is being shipped us, (seller’s name). We are a seller by the name of (seller’s name) on Amazon and we will only accept returns of our merchandise. If merchandise purchased from a different seller is shipped to us, we will need to ship the merchandise back to you and we will also ask you for the shipping cost incurred.

We appreciate your cooperation.

Best regards

9、Amazon上恶意投诉的解决办法

Date:

Ref:

Hello

We are reaching you because we received a notice from Amazon on the date above and advised the following listing may infringe your copyrights:

Amazon Product ASIN

Amazon Product Title:

As the legal advisor of our client, we can confirm we have searched US Patent & Trademark Office Database and we have been convinced by the solid search result that all the information given on our clients product listing pages on http://Amazon.com are correct and no others’copyrights are compromised.

We would be happy to work out this issue with you if you could kindly let us know your PAT. No. and your Patent URL Page on United States Patent & Trademark Office website.

We would like to thank you for your support and looking forward to your response!

Kind regards,

Amazon已经明确表示需要打击卖家之间的恶意投诉，同时恶意诬告胜诉的可能性并不大。在你被投诉的时候，你可以通过以下几点判断对方是否是“恶意诬告”

AMZ提供侵权人的Email是Gmail、126等公共邮箱；

Email里面明显带有中国人的姓名；

AMZ邮件中没有提供投诉人的专利号（Patent Registration No.）；

投诉人提供了专利号，但是专利号

10、包裹显示妥投客户没收到货，客户开了 A-Z 和信用卡拒付的回复模板

Dear Amazon,

We are contacting you regarding our seller account suspension.

I understand that recently our performance has fallen below Amazon's target.

After checking our ODR, we find that the main reason that cause A TO Z claims

and charghebacks is that buyer claim they did not receive the package, while

the tracking number shows it was delivered. High ODR rate is caused by bad

logistic service.

Steps we have taken and will continue to take:

1, we have changed our logistics company , we have found a better efficiency

logistics company to offer the better service, we will ensure every customer can

receive their package.

2, We will use FBA to fullfill part of our orders .

3, We have and will continue to offer great purchase experience to the

customers.

4, We have checked all the products we've been sold, and removed the product

that may have problems, we will continue to do this to offer the best service to

the customer

5.Improving our service level;

a.Answer the customer’s message within 24 hours.

b.Reply to the buyer’s inquiry as soon as possible. Try our best to meet buyer’s

needs.

c.For negative feedback, be patient to contact with the customer, figure out a

good solution and keep in touch with the customer.

d.After-sale service, support what we can do to help the customer to remove

doubts about our product.

e.Upgrading our operating level and taking a more professional attitude.

Please let us know what should be done to reinstate our account, we are looking

forward to hearing from you.

Best regards,

11、请求激活FBA缺失的listing

Dear Amazon,

Please help to activate this FBA listing,ASIN: B00VDSFJPO SKU:SW-L28S-White

There is a error:”No Amazon-fulfilled listing exists for this inventory item.”

And we have 25 pcs in Amazon stock now,really urgent.

Please help.

Thanks.

12、请求亚马逊帮忙激活listing的修改

Dear Amazon,

Regarding there are some sellers are selling replica of some products in our store.

We made some update on out deion to kind remind our buyer.

The deion should be updated as below:

......

Several days past,why the update still can't shown normally,please help to activate our update ASAP,it is really urgent.

Thanks so much for your kind help.

Dear Amazon,

Regarding there are some sellers are selling replica of some products in our store.

We made some update on out deion to kind remind our buyer.

The title should be:

Creaker L28S Wireless Bluetooth Water-Proof Smart Wristband Fitness Trackers

We add our brand name--Creaker to our title.(we already updated on backstage,but can’t be shown normally)

Please help to activate the update,thank you.

please help to activate the update of the listing-

Dear Amazon,

We filled our brand name wrongly when we submitting our listing.

The brand name should be:Creaker

(we already updated on backstage,but can’t be shown normally)

Please help to activate the update,thank you.

13、针对亚马逊客人更改地址 更改地址已签收的

Dear

Well noted your request.

We checked your parcel and found it already arrived in your old address on Aug.3 and we aren’t able to ask the local carrier to help change the address as we are not in US.

Now the fastest and best solution is you call the local post office and get the parcel yourself.

Sorry for the inconvenience to you.

We really appreciate your kind understanding and efforts on this issue.

I copy the latest tracking information as below:(tracking#:LN055470255CN,you can track it at: http://www.usps.com)

2019-08-03 10:21

WEST DES MOINES, IA 50265, Undeliverable as Addressed, Your item was undeliverable as addressed at 10:21 am on August 3, 2019 in WEST DES MOINES, IA 50265. It is being returned if appropriate information is available.

2019-08-03 07:40

WEST DES MOINES, IA 50265, Arrived at Unit

2019-08-01 07:24

DES MOINES, IA 50395, Departed USPS Facility

2019-07-31 21:20

DES MOINES, IA 50395, Arrived at USPS Facility

2019-07-30 03:51

KENT, WA 98032, Departed USPS Facility

For any further assistance, feel free to contact us .

Have a good day!

14、买家不知道如何使用产品的回信邮件模板

Dear————,

Thank you for contacting us regarding your inquiry.

We are really grateful with your question Thus we can realize our shortage of product listing.

We will update our listing to perfect our product information.

There is the latest instruction of our product .Please check the attachment for your reference.

If you still have any question, please be free to contact with us.

We will do our best to help you ASAP.

Best regards,

15、给买家补发自发货售后件的通知模板

Dear———,

Hope you are fine and doing well.

We have already arrange the replacement to you for your reference.

(产品具体参数)

The tracking number is __________, please click the attachment to get more detail .

It will take 7-10 day to arrive your city because of the long distance.

Thanks for your kindly understanding and support.

If you still have any question, please be free to contact with us.

We will do our best to help you ASAP.

Best regards,

16、卖家发错地址

Dear____，

Thank you so much for your great support on us.

What a big mistake we made!

Sorry, but will you still want the items? If yes, we will resend you immediately and make you a partial refund , if not, we will make you the full refund.

Waiting for your reply and hope your kind understanding.

Best Regards

Seller’s name

17、客户因订购的商品大小不合适导致退货

Dear——，

Thanks so much for your great support on 店铺名.

So sorry for the inconvenience that the swimming suit（产品名） did not fit you.

Will it be possible to give others as a gift? Or how about we make you a partial refund as a way to make up for this?

Just suggestion, if you insist on returning it back, we will go to the further step.

Waiting for your reply.

Best Regards

18、引导客户不退货的几种常见情况

货物损坏

Dear XXXX

We are sorry to know the product is damage.

Maybe the long shipment make it meet a little accident.

We just a new seller, this product we have loss to sold out, hope you couldunderstand us.

How about we refund $X to you as a compensation and you try to fix the item ?

We will improve the wrap in the future, hope you could agree with us.

If you have any other idea, please feel free to let we know.

Have nice day !

尺寸问题

Dear XXX

Sorry to know the size is too small / large to you.

But to return this item will cost you lot of shipping fee, it might not worthdo it

How about we refund $X to you as a compensation ? The cloth you could sent toyour friend who might suit for it ?

Waiting for your reply

不明原因情况

Dear XXX

Sorry to know you want to return this item.

Could you please let me know the reason ?

Maybe we could solve it for you, and you do not need trouble to return theitem.

So we waiting for your reply

Nice day!