【必看实用干货】跨境电商敦煌网、速卖通必备模板：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DearCustomer,Thankyouforshoppingwithus.Wehavedispatchedyourorder(orderNo:xxx)onJanuary20thbyEMS.Thetrackingnumberisxxx.Itshouldtake5-10businessdaystoreachyourdestination.Pleasecheckthetrackinginformationhere:!Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.BestRegards,thesellerID②包裹显示在途，请买家耐心等待DearCustomer,Thankyouforyourpatience.Weconfirmedthatyourorderwasmailed(orderNo:xxx)onJanuary20th.However,thetrackinginformationshowsit’sstillontheway.Wewereinformedthatthepackagedidnotarriveyetduetoashippingdelayfromthedeliverycompany.IfyoudonotreceiveyourpackagebeforeJanuary20th,wecanresendyourorderorapplyafullrefundtoyouasperyourchoice.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactusdirectlyandwewillbegladtoassistyou.BestRegards,thesellerID③包裹扣关希望买家联系清关DearCustomer,Wehavecheckedthetrackinginformationandfoundyourpackagehasnowarrivedatyourcountry’scustomsagency.Ifyourpackageisdelayed,pleaseconsultyourlocalcustomsofficetoresolvetheproblem.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.BestRegards,thesellerID④官网查询买家已签收包裹，提醒买家确认收货并留好评DearCustomer,Thedeliverytrackinginformationshowsthatyourorder(orderNo:xxx)hasarrivedtoyourshippingaddress.Pleasemakesureyouritemshavebeenreceivedingoodorderandthenconfirmsatisfactorydelivery.Ifyouaresatisfiedwithyourpurchaseandourservice,wewillgreatlyappreciateifyougiveusapositiveratingandsharepositivefeedbackonyourexperiencewithustohelpinformothers.Ifyouhaveanyquestionsorproblems,pleasecontactusdirectlyforassistanceandwewillbegladtoassistyou.BestRegards,thesellerID2、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DearCustomer,Wesincerelyregretthattheitemsyou’vereceivedinorderXXXXXwerenotasdescribed.Ourgoalistoresolveanydisputeasquicklyandconvenientlyaspossible.Choice#1:Youhaveclaimedtheitemsdidnotwork/workproperly.Assuch,wemustaskthatyoupleasemakeavideorecordingtoillustratethisissueandsendthemdirectlytomyemail:XXXXXXXX.Thiswillallowustoverifytheproblemandhelpresolveittoyoursatisfaction.Choice#2:Youhaveclaimedtheitemsdidnotwork/workproperly.Assuch,wemustaskthatyoupleasetakesomephotostoillustratethisissueandsendthemtomyemail:XXXXXXXX.Thiswillallowustoverifytheproblemandhelpresolveittoyoursatisfaction.Weapologizefortheinconvenienceandlookforwardtohearingfromyou.BestRegards,thesellerID②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）DearCustomer,Wesincerelyregretthatyourshipmenthasbeendetainedbycustoms.Pleasecontactyourlocalcustomsofficedirectlytomakearrangementstopickupyourparcel.Asyoumaybeaware,youwillneedtopayanimporttaxorcustomsfeeaccordingtoyourcountry’scustomspolicy,regardlessofyourordersize.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.BestRegards,thesellerID③货物在途DearCustomer,Wesincerelyregretthatyou’veyettoreceiveyourshipment.Wehavelookedintothismatter,andcansharethefollowinginformationaboutyourorder(No.XXXXX):TrackingNo:XXXXXXXStatus:XXXXXXXShippedDate:XXXXXXXStandardshippingtimesareapproximately7-15businessdays,howeverwithincreasedholidaydemandtheremaybeadelayininternationaldeliverytimes.WepromiseafullrefundincludingoriginalshippingchargeiftheitemisnotdeliveredinXXXXdaysafterreceiptofpayment.Yoursatisfactionisourutmostpriority;pleasecontactusifyouhaveanyconcerns.Weapologizefortheinconvenience.Yourunderstandingisgreatlyappreciated.BestRegards,thesellerID④货物丢失，询问买家是否愿意重新发货DearCustomer,Wesincerelyregretthatyouhaven’treceivedyourparcelyet.WecanconfirmthatwesentyourorderonJanuary10,2014;however,wewereinformedbytheshippingcompanythatthepackagehasbeendelayedduetoproblemsontheirend.Wecanarrangereshipmentorafullrefundtoyou.Pleaseletusknowwhatisyourpreferredoptionandwe’llresolvethismatterasquicklyaspossible.Weapologizefortheinconvenience.Yourunderstandingisgreatlyappreciated.BestRegards,thesellerID⑤货物丢失，买家同意重新发货DearCustomer,WewouldliketoconfirmthatwesentyourorderonJanuary10,2014;however,wewereinformedthepackagehasnotyetarrivedduetoshippingdelaysattheshippingcompany.Accordingtoouragreement,wehavere-sentyourorderbyEMS,withanewtrackingnumberof:XXX.Ittypicallytakes7-10businessdaystoarrivetoyourdestination.Weapologizefortheinconvenienceandthankyouforyourpatience.BestRegards,thesellerID⑥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DearCustomer,Wesincerelyregretthatwehavebeenunabletocometotermsthusfarbutwehopetobringthismattertoasuccessfulresolution.Regardlessoftheoutcome,wewillcontinuetohonoryouasavaluedcustomerandappreciateyourgivingustheopportunitytoserveyou.Ifwecanbeoffurtherassistance,pleasefeelfreetocontactme.BestRegards,thesellerID3、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DearCustomer,Wesincerelyregretthatwehavebeenunabletocometotermsthusfarbutwehopetobringthismattertoasuccessfulresolution.Assuch,wewouldliketoofferyouthefollowingoptions:1.Keepyourordereditem(s)andacceptapartialrefund.Itispossibletoreceiveapartialrefundof$XXX.XX(USD).2.ReturnandRefund.Ifyoudecidenottokeepyourordereditem(s),youcanstillreturnyourordertoXXXXXXXXandreceiveafullrefund.However,youwouldberesponsibleforallreturnshippingfees.Whateveryoudecide,wewillcontinuetohonoryouasavalu