【必备】订单、纠纷中联系买家模板集锦

1、纠纷前

①发货后通知买家发货，并提供运单号&查询网址等信息
　　Dear Customer,
　　Thank you for shopping with us.
　　We have dispatched your order (order No: xxx) on January 20th by EMS. The tracking number is xxx. It should take 5-10 business days to reach your destination. Please check the tracking information here: www.xxxxx.com for updates. Thank you for your patience!
　　If you have any further questions, please feel free to contact me.
　　Best Regards,
　　the seller ID

②包裹显示在途，请买家耐心等待
　　Dear Customer,
　　Thank you for your patience.
　　We confirmed that your order was mailed (order No: xxx) on January 20th. However, the tracking information shows it’s still on the way. We were informed that the package did not arrive yet due to a shipping delay from the delivery company.
　　If you do not receive your package before January 20th, we can resend your order or apply a full refund to you as per your choice.
　　If you have any further questions, please feel free to contact us directly and we will be glad to assist you.
　　Best Regards,
　　the seller ID

③包裹扣关希望买家联系清关
　　Dear Customer,
　　We have checked the tracking information and found your package has now arrived at your country’s customs agency.
　　If your package is delayed, please consult your local customs office to resolve the problem.
　　If you have any further questions, please feel free to contact me.
　　Best Regards,
　　the seller ID

④官网查询买家已签收包裹，提醒买家确认收货并留好评
　　Dear Customer,
　　The delivery tracking information shows that your order (order No: xxx) has arrived to your shipping address. Please make sure your items have been received in good order and then confirm satisfactory delivery.
　　If you are satisfied with your purchase and our service, we will greatly appreciate if you give us a positive rating and share positive feedback on your experience with us to help inform others.
　　If you have any questions or problems, please contact us directly for assistance and we will be glad to assist you.
　　Best Regards,
　　the seller ID

2、纠纷开启时

①买家投诉货物与描述不符，请买家根据问题类型提供相应的证据
　　Dear Customer,
　　We sincerely regret that the items you’ve received in order XXXXX were not as described. Our goal is to resolve any dispute as quickly and conveniently as possible.
　　Choice #1: You have claimed the items did not work/work properly. As such, we must ask that you please make a video recording to illustrate this issue and send them directly to my email: XXXXXXXX. This will allow us to verify the problem and help resolve it to your satisfaction.
　　Choice #2: You have claimed the items did not work/work properly. As such, we must ask that you please take some photos to illustrate this issue and send them to my email:XXXXXXXX. This will allow us to verify the problem and help resolve it to your satisfaction.
　　We apologize for the inconvenience and look forward to hearing from you.
　　Best Regards,
　　the seller ID

②包裹扣关，请买家支付关税清关(确定是买家承担关税的情况)
　　Dear Customer,
　　We sincerely regret that your shipment has been detained by customs. Please contact your local customs office directly to make arrangements to pick up your parcel.
　　As you may be aware, you will need to pay an import tax or customs fee according to your country’s customs policy, regardless of your order size.
　　If you have any further questions, please feel free to contact me.
　　Best Regards,
　　the seller ID

③货物在途
　　Dear Customer,
　　We sincerely regret that you’ve yet to receive your shipment. We have looked into this matter, and can share the following information about your order (No. XXXXX):
　　Tracking No: XXXXXXX
　　Status: XXXXXXX
　　Shipped Date: XXXXXXX
　　Standard shipping times are approximately 7-15 business days, however with increased holiday demand there may be a delay in international delivery times. We promise a full refund including original shipping charge if the item is not delivered in XXXX days after receipt of payment. Your satisfaction is our utmost priority; please contact us if you have any concerns.
　　We apologize for the inconvenience. Your understanding is greatly appreciated.
　　Best Regards,
　　the seller ID

④货物丢失，询问买家是否愿意重新发货
　　Dear Customer,
　　We sincerely regret that you haven’t received your parcel yet. We can confirm that we sent your order on January 10, 2014; however, we were informed by the shipping company that the package has been delayed due to problems on their end.
　　We can arrange reshipment or a full refund to you. Please let us know what is your preferred option and we’ll resolve this matter as quickly as possible.
　　We apologize for the inconvenience. Your understanding is greatly appreciated.
　　Best Regards,
　　the seller ID

⑤货物丢失，买家同意重新发货
　　Dear Customer,
　　We would like to confirm that we sent your order on January 10, 2014; however, we were informed the package has not yet arrived due to shipping delays at the shipping company.
　　According to our agreement, we have re-sent your order by EMS, with a new tracking number of: XXX. It typically takes 7-10 business days to arrive to your destination.
　　We apologize for the inconvenience and thank you for your patience.
　　Best Regards,
　　the seller ID

⑥卖家做出了各种努力但是纠纷仍升级为平台纠纷，回复买家
　　Dear Customer,
　　We sincerely regret that we have been unable to come to terms thus far but we hope to bring this matter to a successful resolution. Regardless of the outcome, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.
　　If we can be of further assistance, please feel free to contact me.
　　Best Regards,
　　the seller ID

3、升级为平台纠纷

①看到买家提供的证据后，给到部分退款或者退货退款的建议
　　Dear Customer,
　　We sincerely regret that we have been unable to come to terms thus far but we hope to bring this matter to a successful resolution. As such, we would like to offer you the following options:
　　1. Keep your ordered item(s) and accept a partial refund. It is possible to receive a partial refund of $XXX.XX (USD).
　　2. Return and Refund. If you decide not to keep your ordered item(s), you can still return your order to XXXXXXXX and receive a full refund. However, you would be responsible for all return shipping fees.
　　Whatever you decide, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.
　　If you have any questions, please feel free to contact me.
　　Best Regards,
　　the seller ID

②买家将纠纷升级为平台纠纷，告诉买家已提供证据给敦煌网，等待纠纷专员裁决
　　Dear Customer,
　　We sincerely regret that we have been unable to come to terms regarding your order (no: XXXXX) but we hope to bring this matter to a successful resolution.
　　We have provided photo and/or video evidence to DHgate, and so the present status of the dispute is awaiting DHgate’s arbitration.
　　Whatever the outcome, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.
　　If you have any questions, please feel free to contact me.
　　Best Regards,
　　the seller ID

③平台裁决退货退款，再次告诉买家退货地址，并表达希望后续继续交易的期望
　　Dear Customer,
　　We are pleased to inform you that as a result of DHgate’s arbitration, we may bring the dispute to a successful resolution. Regarding your order (No. XXXX), you are eligible for a return or refund.
　　We have already provided our return address on DHgate but we’ll confirm it here as well:
　　Contact name:
　　Address:
　　Zip Code:
　　Tel: (very important for us receive the item)
　　Please also be reminded:
　　1. Returned goods must remain intact and in original condition
　　2. Remember to mark "Order No." and “Returned Goods" on the parcel.
　　Please let me know your shipment tracking number so we may be able to better ensure there are no shipping delays and we can apply your refund to you as quickly as possible.
　　We appreciate your cooperation and thank you for giving us the opportunity to serve you.
　　Best Regards,
　　the seller ID

④退货后，通知买家收到货，表达希望后续继续交易的期望
　　Dear Customer,
　　This is to confirm that we have received your returned items and we will inform DHgate to apply a full refund for you.
　　We apologize for the inconvenience and thank you for your patience.
　　We do appreciate your business and hope that you’ll give us the opportunity to serve you again in the future.
　　Best Regards,
　　the seller ID