对外贸易电子商务回信范文

　目录 催货信....................................................................................................................................... 2 1.15 天之内买家的第一封来信（解决方案是解释并且要买家在等待一周）

　........... 2

　2.20 天之内买家的第一封来信（解决方案是等 5 天并且告知其进展）

　................... 3

　3.买家同意等待（解决方案是我们回复让其告知进展）

　............................................ 3

　4.20 天到 30 天还没有收到货第一封来信（解决方案是确认地址）

　......................... 4

　I have sent your items on Mar. 9th to the address: 25 beech close

　brasside

　durham

　Durham

　dh1 5yb

　United Kingdom

　, could you please let me know whether the address is correct, then I will help check , your understanding and kindness will be much appreciated here, thanks in advance. ....................................................................................... 4 Please don’t take actions against us as we’re doing our best to help. If any other questions, Please don"t hesitate to contact, I will do my best to help. ...................................................... 4 5. 20 天到 30 天之间，Delay（第二封）催货信回复（解决方案是确认地址）

　....... 4

　I have sent your items on Mar. 9th to the address: 25 beech close

　brasside

　durham

　Durham

　dh1 5yb

　United Kingdom

　, could you please let me know whether the address is correct, then I will help check , your understanding and kindness will be much appreciated here, thanks in advance. ....................................................................................... 5 Please don’t take actions against us as we’re doing our best to help. If any other questions, Please don"t hesitate to contact, I will do my best to help. ...................................................... 5 6.30 天以上确认地址正确，如果买家态度不激烈（解决方案让其再等等，收不到退款或重发）

　....................................................................................................................... 5

　7.30 天以上确认地址正确，如果买家态度激烈（解决方案是直接给出解决方案退款或者重发由他选再敲定）

　............................................................................................... 6

　8.30 天以上确认地址正确，买家态度激烈数额又大（解决方案是尽量给赠品重发或者退款，并且将责任归到相应的运输部门，并且以经理身份安抚）

　....................... 6

　9. 地址错误 ...................................................................................................................... 7

　10.40 天以上，买家态度不激烈时（解决方案是先确认地址）

　................................. 8

　I have sent your items on Mar. th to the address: 25 beech close

　brasside

　durham

　Durham

　dh1 5yb

　United Kingdom

　, could you please let me know whether the address is correct, then I will help check , your understanding and kindness will be much appreciated here, thanks in advance. ....................................................................................... 8 please don’t take actions against us as we’re doing our best to help. If any other questions, please don"t hesitate to contact, I will do my best to help. ...................................................... 8 11.40 天以上，买家态度相当的激烈（解决方案是退款或者重发）

　......................... 9

　12. 催货，超过期限，判断为丢失，退款或重发 ...................................................... 10

　13. 40 天后未收到货，包裹丢失，客户要求重发，24 小时重发 ............................. 10

　14. 催货，超过期限，提供地址，请确认，可能已丢失，重发 .............................. 11

　15 针对 EMS 或者 FedEx 或者 DHL 催货信 ................................................................... 11

　16. 催货收到了，致谢，未留好评者（希望其留好评）

　.......................................... 12

　17. 催货收到了，致谢，已经留好评者 ...................................................................... 12

　重发货..................................................................................................................................... 13 1.货不全，需补发 .......................................................................................................... 13

　2.发错货，需重发 .......................................................................................................... 13

　3.发错货，要照片 .......................................................................................................... 14

　4.货有问题 (途中损坏)需重发 ...................................................................................... 14

　5.对于套装中，有质量问题的珠子，让买家告知第几排第几行哪个珠子有问题，然后重发 ............................................................................................................................. 15

　7.货不全、发错货 金额又小的时候（解决方案是退相应部分款或者重发）

　........ 16

　关于取消交易的信: ........................................................................................................ 16

　建议买家用 EMS/DHL/FedEx .......................................................................................... 18

　1. 质量问题留下的差 评，重发或者退款，撤差评 ............................................................. 19 告知买家可能是我们的发货部门的问题，非常乐意给买家重发，但是为了尽快解决问题，我们可以先行退款 ................................................................................................................. 23

　 催货信 1.15 天之内买家的第一封来信（解决方案是解释并且要买家在等待一周）

　Dear customer,

　Thank you for your purchase.

　I have just checked our order detail in our database, your parcel was sent on Mar. th, it normally takes 15 business days (up to 3 weeks) to arrive as the item was shipped from overseas (from HK) by direct international parcel service (the rate of lost parcels is only 0.05%) but without a tracking number.

　 Since they’re from opposite side of the earth; I do hope please don"t worry about it; the item is on the way and hopefully will arrive you soon.

　 Sincerely asking for your understanding and hoping you could wait for a few more days. If you have any other questions, please feel free to contact at first time, we will do our best to help.

　 Best regards Jonas

　2.20 天之内买家的第一封来信（解决方案是等 5 天并且告知其进展）

　Dear customer,

　Thank you for your purchase.

　I have just checked our order detail in our database, your parcel was sent on Mar. 9th, it normally takes 15 business days (up to 3 weeks) to arrive as the item was shipped from overseas (from HK) by direct international parcel service (the rate of lost parcels is only 0.05%) but without a tracking number.

　 Since they’re from opposite side of the earth; I do hope please don"t worry about it; the item is on the way and hopefully will arrive you soon.

　 Sincerely asking for your understanding and hoping you could wait for a few more days. You will receive your item during the waiting time.

　If you have any other questions, please feel free to contact at first time, we will do our best to help.

　 Best regards Jonas

　3. 买家同意等待（解决方案是我们回复让其告知进展）

　Dear Customer

　 Thank you for your understanding. You are a considerate Customer.

　 Please do not take any action if you have not received your item in a few more days and start getting very concerned, just let me know first. I will do my best to help.

　 Please let me know when you received your item, so I will not be worried about it anymore.

　Please just keep me updated.

　Best regards, Jonas

　4.20 天到 30 天还没有收到货第一封来信（解决方案是确认地址）

　Dear customer,

　Thanks for your business and sorry for any inconvenience caused.

　I have sent your items on Mar. 9th to the address: 25 beech close

　brasside

　durham

　Durham

　dh1 5yb

　United Kingdom

　, could you please let me know whether the address is correct, then I will help check , your understanding and kindness will be much appreciated here, thanks in advance.

　Please don’t take actions against us as we’re doing our best to help. If any other questions, Please don"t hesitate to contact, I will do my best to help.

　Best regards Jonas

　 5. 20 天到 30 天之间，Delay （第二封）催货信回复（解决方案是确认地址）

　Dear customer,

　 I have sent your items on Mar. 9th to the address: 25 beech close

　brasside

　durham

　Durham

　dh1 5yb

　United Kingdom

　, could you please let me know whether the address is correct, then I will help check , your understanding and kindness will be much appreciated here, thanks in advance.

　Please don’t take actions against us as we’re doing our best to help. If any other questions, Please don"t hesitate to contact, I will do my best to help.

　Best regards Jonas

　 6.30 天以上确认地址正确，如果买家态度不激烈（解决方案让其再等等，收不到退款或重发）

　Dear customer,

　Thank you for your helpful information.

　I am so sorry for this long waiting.

　 I have just checked our order detail in our database,

　your item was sent to the correct address. Since you have not received it until now, I suppose your item was delayed during shipping.

　 Sincerely asking for your understanding and hoping you could wait for a few more days. I will be appreciated your understanding. If you cannot receive it till next Monday, March 15th, Please let me know, I will offer a good solution to cover your loss, to give you part of refund or resend it. I will respect your choice then.

　If you really cannot wait any longer, please let me know, I will try my best to solve it to your satisfactory.

　 Thank you very much for your understanding in advance.

　Best regards, Jonas

　7.30 天以上确认地址正确，如果买家态度激烈（解决方案是直接给出解决方案退款或者重发由他选再敲定）

　Dear customer,

　This is the customer service manager from brandnew.start , my name is Jonas.

　I am so sorry for this long waiting.

　I have just checked our order detail in our database again, your item was sent to the correct address. Since you have not received it until now, I suppose your item was delayed during shipping.

　In order to cover your loss and make you happy, I’d like to give you a full refund or resend your items after get your confirmation. Please reply with your choice.

　 Please don’t take actions against us as we’re doing our best to help. Thank you very much for your understanding in advance.

　Best regards, Jonas

　 8.30 天以上确认地址正确，买家态度激烈数额又大（解决方案是尽量给赠品重发或者退款，并且将责任归到相应的运输部门，并且以经理身份安抚）

　Dear customer,

　 This is the sales manager from brandnew....

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