電子商務(wù)外貿(mào)業(yè)務(wù)英文回信模板

1、常用模板：3感謝付款，已發(fā)貨3要求客戶留好評(píng)方可取消4貨有問題，需重發(fā)4與圖片不符，重發(fā)=回復(fù)4稱贊客戶4關(guān)于invoice5eBay系統(tǒng)發(fā)invoice 發(fā)多個(gè)產(chǎn)品：客戶多次付款，refund+ combine5賣家讓combined invoice:6賣家bid成功了，但還想買:6分開付款了，建議下次一起combine 付款：6客戶因?yàn)殄e(cuò)誤的invoice讓我們重新combine invoice7用不同貨幣bid，無法combine invoice7發(fā)second chance時(shí)用的模板7解釋信8解釋郵費(fèi)：8解釋兩種運(yùn)輸方式8解釋分開買沒有贈(zèng)品，建議買完所有，一次付款：9解釋贈(zèng)品是怎么產(chǎn)生

2、的：9解釋質(zhì)量10回答手鏈?zhǔn)欠馪andora：10回答是否純銀（已買東西）10回答珠子口的大小：10回答手鏈如何打開：11回答賬號(hào)被盜，無此物品：11解釋EP11解釋title:12解釋帳號(hào)被封:12多收了郵費(fèi)，沒給郵費(fèi)折扣，給贈(zèng)品13少給贈(zèng)品，承諾把少給的加在下個(gè)order里:13eBay系統(tǒng)信，提醒買家給他發(fā)了郵件:14催貨信：1415天之內(nèi)第一封催貨信：14催貨后同意等等，我們回復(fù)讓其告知進(jìn)展：15催貨收到了，致謝，稱贊客戶，推薦額外：15Delay（第二封）催貨信回復(fù)：15以經(jīng)理身份耐心解釋，安撫16Delay時(shí)間較長(zhǎng)，確認(rèn)地址(20天后)：16地址正確，讓其再等等，收不到退款或重發(fā)：

3、17地址正確，重發(fā)=回復(fù)：17地址正確，金額少，退款或重發(fā)由他選：18地址錯(cuò)誤18時(shí)間較長(zhǎng)，讓其等一周，如不想等，現(xiàn)在解決：18催貨，超過期限，判斷為丟失，退款或重發(fā)：19包裹丟失，客戶要求重發(fā)，24小時(shí)重發(fā)：19催貨，超過期限，提供地址，請(qǐng)確認(rèn)，可能已丟失，重發(fā)：19針對(duì)EMS催貨信：20催貨后好評(píng)了，猜測(cè)已收到：20提供付款信息：21PP付款，針對(duì)不會(huì)使用paypal的客戶:21Bank deposit付款:21各種原因需發(fā)paypal money request:22金額較多，教客戶mass pay, 先給客戶建好 mass payment to diffent.style:22額外交易

4、：23建議額外交易:23沒在eBay上有過交易的額外交易24Bid+額外交易，明確產(chǎn)品了(提供價(jià)格和付款信息)24沒有bid過額外交易，明確產(chǎn)品了，提供價(jià)格25質(zhì)量索賠：25用后掉色，不是純銀，先問其那些掉色，再提供解決方案：25買了未付款，不是純銀，我們回復(fù)不確定是否純銀，推到供貨商，留好評(píng)取消交易：26收到貨后不太滿意, 不是純銀，買家明確表示需要重發(fā) (道歉，推到供貨商，重發(fā)):26收到貨后不滿意 (鄭重道歉，推到供貨商，寄回退全款，不寄回退半款):27選擇不寄回退半款，退款后回復(fù)：27收到貨后十分不滿意，威脅差評(píng) (鄭重道歉，推到供貨商，寄回退全款):27客戶已寄回產(chǎn)品，告知我們收到后

5、馬上退全款，請(qǐng)客戶放心28重發(fā)的幾種情況：29答應(yīng)重發(fā)后，客戶來信致謝，回復(fù)已重發(fā)，請(qǐng)放心：29珠子掉鉆，道歉，問其那些掉鉆，重發(fā)29珠子穿不上，需重發(fā)29貨有問題，需重發(fā)30對(duì)貨不滿，在商店任選一個(gè)同價(jià)值商品，重發(fā)：30貨不全，需補(bǔ)發(fā)，補(bǔ)發(fā)到他的下個(gè)訂單：30對(duì)與套裝中，有掉鉆的，讓其告知第幾排第幾行哪個(gè)珠子掉鉆，重發(fā)31發(fā)錯(cuò)貨，需重發(fā)31發(fā)錯(cuò)貨，要照片32發(fā)錯(cuò)貨，要照片32大數(shù)額交易，買家不愿意重發(fā)，要退款，鄭重許諾重發(fā)(EMS, 送禮物)32問題信33(1). 取消交易：要求客戶留好評(píng)方可取消33客戶留了好評(píng)后34(2). 客戶要修改地址34A. 已發(fā)貨，無法修改地址34B. 未發(fā)貨未付

6、款，可修改34C. 地址錯(cuò)誤，收到打回的后重發(fā)，但買家承擔(dān)重發(fā)的郵費(fèi)（郵費(fèi)較多）35(3). 客戶要換貨35A. 未發(fā)貨同意調(diào)換35B. 已發(fā)貨無法調(diào)換，建議額外交易36關(guān)于客戶付款前、后36感謝付款，已發(fā)貨36感謝付款，24小時(shí)發(fā)貨36款還沒收到37客戶說paypal付款了，但沒有記錄37客戶說bank付款了，但沒有收到，讓其提供付款詳細(xì)信息37客戶說bank付款了，時(shí)間太長(zhǎng)(一周以上)，還未找到，提供解決方案38我們開Dispute解決方案：38開dispute之前的提醒信：38開dispute后賣家馬上付款了 (關(guān)掉dispute)38開dispute后賣家還不付款39開dispute后

7、還不付款，還買了其他東西，無法開strike39錯(cuò)開了dispute，找到付款，道歉，發(fā)貨39開dispute，責(zé)任推到eBay 自動(dòng)開的：40客戶開paypal dispute解決方案：40non-receipt dispute：時(shí)間長(zhǎng)，金額少，先退款，請(qǐng)收到后repay：40退款后repay成功，去信致謝客戶：41關(guān)于退款41金額少，答應(yīng)退款，取消交易 FVF back：41關(guān)于差評(píng)41短期內(nèi)未收到貨留的差評(píng)，讓其等等：41未收到貨留的差評(píng)，金額少，退款撤差評(píng)：42不是純銀，推到供貨商，退全款撤差評(píng)：43客戶同意退款并撤銷差評(píng)，refund 后發(fā)出了feedback revision re

8、quest:43發(fā)Feedback revision request:44客戶同意撤銷差評(píng)，已發(fā)request，但還未撤銷44關(guān)于好評(píng)44好評(píng)- five stars:44教客戶如何留好評(píng)45客戶滿意要留好評(píng)45客戶請(qǐng)我們留好評(píng)，讓他先留：45稱贊客戶46開發(fā)老客戶：46常用模板：感謝付款，已發(fā)貨Dear customer,Thanks for your prompt payment.Please do not worry, our shipping department has already arranged shipment. It normally takes 7-15 busines

9、s days to arrive.If you are interested in other items, dont hesitate to contact us via email. As a return customer, more surprise is waiting for you.Have a nice day  Best regardsHilly要求客戶留好評(píng)方可取消Dear customer，Thank you for your email. We can cancel the auction but we have paid for the eBay listi

10、ng fee which has already been charged by eBay when the contract is made. We hope you could leave us a positive feedback with five star ratings before we cancel this transaction.Please remind us after doing this, so we could send you a mutual agreement to cancel it.If any further questions, please fe

11、el free to contact me.Best wishes,Hilly貨有問題，需重發(fā)Dear customer,I am sorry for any inconvenience caused. In order to cover your loss and make you happy, wed like to resend a good item to you within 24 hours, it hopefully you will receive it shortly.Apologize for the inconvenience again.Best regards Hil

12、ly與圖片不符，重發(fā)=回復(fù)Dear customer,I am sorry for any inconvenience caused. Your understanding and kindness is highly appreciated here. In order to cover your loss and make you happy, wed like to resend your order to you.  I will make sure it is the items you ordered before shipping. Please confirm if

13、I can have your trust again.  Apologize for the inconvenience again. Please kindly reply with your thought. Best regardsHilly稱贊客戶Dear customer,Thank you for your purchase. You are a good customer, Im happy to do business with you. If you are interested in any our products, please dont hesitate

14、to contact me via email directly. As a return customer, more surprise is waiting for you. If any further question, feel free to contact me.Best wishes,Hilly關(guān)于invoiceeBay系統(tǒng)發(fā)invoice 發(fā)多個(gè)產(chǎn)品：客戶多次付款，refund+ combineDear customer,Thank you for your purchase and payment.I have received your payment and am su

15、pposed to dispatch your items as soon as your payment is cleared in my account. But I think I should contact you before I send your items out. Since you have not made one payment for all the items you won, It is a little difficult for me to calculate the quantity of your gifts, My shipping departmen

16、t may give you less gifts than you should have received. So I would like to refund the money you have paid. Then I will send you a paypal money request for all your items you won, and you can pay them altogether. This could help me to give you proper quantity of your gifts. This also could avoid any

17、 problem about this transaction. Your understanding and consideration will be highly appreciated here. Thank you so much in advance. I will refund you the money of the items and send you a pay pal money request as soon as getting your confirmation.I am looking forward to hearing from your thought ab

18、out my suggestion. Your quick response is much appreciated. Thank you.Best wishes,Hilly賣家讓combined invoice: Dear customer,Thank you for your business!I have sent a combined invoice for all the items you currently won. Please make payment at your convenience, if you have finished all your purchase.&#

19、160;If you have not finished purchase, please ignore any uncombined invoice and do hold your payment until you finished all your purchase.  If you would like to purchase more, you could contact me directly next time, I will try my best to get you best deals.Best regardsHilly賣家bid成功了，但還想買:D

20、ear customer，Thank you for your business!Please ignore any uncombined invoice sent by eBay automatic invoice system and email me after you finished all your purchase. I will send a combined invoice for all the items you won. Just go ahead and hope you enjoy your bidding. Best regardsHilly分開付款了，建議下次一

21、起combine 付款：Dear customer,Thank you for your prompt payment.  I noticed that you have paid for your items separately.Please hold your payment, ignore the eBay automatic invoice and go ahead with your purchase if you have not yet finished purchase from me.  Please email me for a final combi

22、ned invoice for all the items you won. I will update the invoice for you to make one payment and ensure to ship all your items together. If any further question, feel free to contact me please. Best regards,Hilly客戶因?yàn)殄e(cuò)誤的invoice讓我們重新combine invoiceDear customer，Sorry for any inconvenience caused due t

23、o the eBay automatic invoice system. I have sent you the modified invoice. Please make your payment. I will dispatch your goods immediately after I received your payment. If you would like to purchase more, you could contact me directly next time, I will try my best to get you best deals.Please

24、 feel free to contact if you need further help.Best regardsHilly用不同貨幣bid，無法combine invoiceDear customer,Thank you for your email.Since you have bid these products in different currency, it is eBays permanent principle that I couldnt combine invoice for them. The invoice has split into two. Please ju

25、st go ahead to pay this two different invoice at one time. I will dispatch your items together as soon as you pay for all these items together. If any further questions, please feel free to contact me. Best wishes,Hilly發(fā)second chance時(shí)用的模板 Dear customer:Thank you very much for your bidding, This

26、 is a 2nd chance offer, which allows you to purchase this product cheaper than the final bidding price. Please contact us if you are interested in any products, we will try our best to offer you full satisfaction.Thank you for your purchase again.Best wishes 解釋信解釋郵費(fèi)：Dear customer,Thank you for your

27、interest. Please let me explain our postage policy.  We ship to all over the world with the same shipping postage. The postage for one single item is free. The postage for the 4 pieces set is 2.99, and 1.99for each additional one.  The 8 pieces set is 3.99, and 2.99 for each additional one

28、. The 16 pieces set is 5.99, and 4.99 for each additional one. Please check the item description. The quality of our products is good and the price is low. It's a great value for money. If any further questions, please feel free to contact me.Best wishes,Hilly解釋兩種運(yùn)輸方式Dear friend Thanks for your

29、E-mailI have two types of shipping, small parcel and EMS. The price of small parcel is AUD4.99 for the first item, and each additional item is AUD2.99. This type of shipping usually needs five to ten business days to reach you.The price of EMS（Express Mail Service）is AUD14.99 for the first item, and

30、 each additional item is AUD2.99. This type is much safer and faster, you can check the status of your items on line anytime according to the tracking number.If any further questions, please feel free to contact, it will be my honor to help you. Best regardsHilly解釋分開買沒有贈(zèng)品，建議買完所有，一次付款：Dear custo

31、mer,Thank you for your purchase. You have purchased them separately, and paid them separately. So we have dispatched your item separately, as shipping within 24 hours is our policy.If you want to purchase more next time, please follow this:Please ignore any uncombined invoice sent by eBay automatic

32、invoice system and email me after you finished all your purchase. I will send a combined invoice for all the items you won.  After you pay them together, I will dispatch them in the same package, and this will help me calculate the free gifts for you. Please feel free to contact if you nee

33、d further information.Best regardsHilly解釋贈(zèng)品是怎么產(chǎn)生的：Dear customer,Thank you for your purchase. You have purchased 4 items from me, and our shipping department will add 1 randomly selected free gift, which means you will get 5 items in total. Please let me explain my buy three get one free policy.If yo

34、u purchase three items from me in one order, I will give you a free gift. If you purchase six items, i will give you two free gifts, etc. the more you purchase, the more gifts you will get.The gift beads are randomly selected from our store by us and will send them within same package. They are stil

35、l in our best selling store and have the same quality as the items you purchased, they are beautiful and lovely, I am sure you will like them.If any further questions, please feel free to contact.Best regards，Hilly解釋贈(zèng)品和郵費(fèi)：Dear customer,Thanks for your email.Please let me explain my buy three get one

36、 free policy.If you purchase three items from me in one order, I will give you a free gift. If you purchase six items, i will give you two free gifts, etc. the more you purchase, the more gifts you will get.The gift items  are randomly selected from our store by us and will send them within sam

37、e package. They are still in our best selling store and have the same quality as the items you purchased, they are beautiful and lovely, I am sure you will like them.If you want to buy 12 packs, you only need to buy 9 packs from me,  we will send you 9 packs +3  free gift packs. The shippi

38、ng postage is 1.49*9=13.41.  I hope my explanation can solve your confusion.I am a good seller. I want to do more business with you. If you have a bulk , I will give you a great offer and welcome to offer with me.Please inform me the item title (last three words) and the quantity you want. I wi

39、ll then offer you a good price.Could you please inform us the item ID/ item title (last three letters) of the products you are interested in? Then I will try my best to offer you a good deal. By doing this, you dont need to bid and wait on eBay, which will save your time for waiting.If you have any

40、questions, please feel free to contact me.  I am always ready to help you.Best regardsHilly解釋質(zhì)量回答手鏈?zhǔn)欠馪andora：Dear customer,Thank you for your interest. All our beads can fit for Pandora bracelets. As you know, the price of the Pandora is much higher than ours But please don't worry about th

41、e quality of our products. The price is low and the quality is good. It's a great value for money. If any further questions, please feel free to contact me.Best wishes,Hilly回答是否純銀（已買東西）Dear customer,Thank you for your purchase. It's sterling silver with 925 stamped as the description states.

42、 As you can see, my products are very good in quality, and the price is low. Its a good value for money. Please don't worry about the quality. If you are interested in any of my products, please contact me directly via email. I will try my best to offer you a great deal.Best wishes,Hilly回答珠子口的大小

43、：Dear customer,Thank you for your interest.It estimates that the core of our bead is approximately 4.50 mm.  Please don't worry. All our bead will fit bracelets of Pandora, Pasha, Biagi, Troll and Chamilia. If you are interested, please inform me the quantity you want, I will then offer you

44、 a good price. If any further question, please don't hesitate to contact me.Best regards,Hilly回答手鏈如何打開：Dear customer,thank you for your email. Please check the clasp of the bracelet. There is an opening on the clasp, you could break  the gap with your fingernail gently. Pleases try it caref

45、ully and let me know. If  you have any other questions, please feel free to contact us,.Regards,Hilly回答賬號(hào)被盜，無此物品：Dear customer,I'm sorry for the inconvenience caused. Please note that we do not have this item. My account was hijacked by somebody, and he listed this in my account.Please do n

46、ot bid on this item, and if you won this item, please do not pay. We only have some beautiful bracelets and beads, please check our store  if you are interested. Thank you very much for your cooperation.Best regards,Hilly解釋EPDear customer,Thank you for your letter. EP means Electronic Plated.If

47、 you are interested in any of my products, please contact me directly via email. I will try my best to offer you a great deal. If any further questions, please feel free to contact me if you have any further questions. Im always happy to help.Best wishes,Hilly解釋title:Dear Customer,Thank you for your

48、 email.please let me explain the item title, the last three words of the title  such as XXX have no exact meaning themselves, they only could help me to identify the charms in my store, as they are so many charms in my store.Hope you are cleared for my explanation.If any further questions,

49、 please feel free to contact me.Best wishes,Hilly解釋帳號(hào)被封:Dear customer,This is the customer service manager from 1beauty_silly_bandz , my name is Helen.Sorry for any inconvenience caused to you. Due to the technical problems of listing software, we can not list any item at this moment; were currently

50、 working with eBay about this issue, Please don't worry. The items you have purchased has already been packaged and ready to be sent at anytime  If you still want the item, please reply this email , we will send the item out as soon as we get your payment. And if you are still interested in

51、 our other products, please advise us the item title, we could sell them to you directly, by doing this, you are getting a very good price and without bidding and waiting on eBay. And because we also have the buy three get one free preference, you could also get one extra bead as a free gift. The mo

52、re you purchase the more gifts you will get.Best regards Helen多收了郵費(fèi)，沒給郵費(fèi)折扣，給贈(zèng)品1,未發(fā)貨版本，多加贈(zèng)品Dear customer,I'm sorry for the eBay automatic invoice system. There is a mistake and the system has not combined your invoice. Please don't worry. I have informed our shipping department to add one mor

53、e gift into your parcel. That means you will receive 2 free gifts in total. The gifts are lovely and beautiful, you will love them.You understanding is much appreciated here. You are a good customer, I'm happy to do business with you.If any further question, please feel free to contact me.Best w

54、ishes,Hilly2，已發(fā)貨版本，讓客戶自己挑選幾個(gè)相當(dāng)于郵費(fèi)的珠子/退款Dear customer,I'm sorry for the eBay automatic invoice system. There is a mistake and the system has not combined your invoice. I have sent your items 5 days ago. But please dont worry. In order to cover your loss and make you happy, I would like to offer y

55、ou two solutions:1, You could choose any three single bead in my store, Then I will dispatch them as soon as I got your confirmation.2, If you are not satisfied with the above solution, I would like to give you a full refund of the overpaid postage. Please reply this email with your thought at your

56、earliest convenience, I will respect your choice.Hope to hear from you soon.Best wishes,Hilly少給贈(zèng)品，承諾把少給的加在下個(gè)order里:Dear customer,Thank you for your information. I'm sorry for this mistake. We had buy “5 get 1 free” last month, and changed it into “buy 3 get 1 free”. So our shipping department may have made some mistake about the gifts.In order to cover your loss and make you happy, I'd like to give you the missing free gift to you.  How about add it into your next package when you finish your bidding? By doing this, I do not have to send an individual gift in one packag