ebay客服郵件

04-13

客服郵件回復

1.催款模板

1.1催款信第一次----3天內未付款

1.2催款信第二次----10天內未付款

2.發貨模板

2.1告知客戶跟蹤號，提供預計貨期

2.2更新物流跟蹤信息，注意查收

3.貨期模板

3.1剛付款幾天，第一次詢問貨期

3.2發貨10-20天後，詢問貨期

3.3超過35天以上未收到貨，詢問包裹狀況，協商重寄

3.4運送時間太久，客戶不接受重寄，要求退款

4.質量問題模板

4.1壞貨,產品質量問題投訴

4.2錯貨投訴

5.索要好評模板

5.1邀請收到貨的買家留評

5.2已收到貨，很滿意五分好評，期待下次合作

6.中差評修改模板

6.1錯貨問題引起的中差評回復

6.2產品缺陷問題的中差評回復

6.3對貨期不滿意的中差評回復

6.4對期望值引起的中差評回復

6.5問題解決後修改中差評回復

6.6修改總差評的操作步驟回復

7.欠貨模板

7.1長時間缺貨回復

1.1催款信第一次----3天內未付款

Dear,

Congratulations! You are the winner for the item #. Much appreciate for your purchasing from us, but we haven』t received your payment for that item yet. As a friendly reminder, we send you this mail to inform of you that the instant payment is very important. The earlier you pay, the sooner you will get the item.

Please make the payment at your convenience as soon as possible. If you meet any problem during you are paying, please feel free to let us know to give you a hand. We committed to provide you good buying experience and make you satisfaction.

Thanks very much and hope you enjoy buying from us!

Yours Sincerely,

Sophia

1.2催款信第二次----10天內未付款

Dear,

Thank you for purchasing the item #.

We much appreciate for your interests on our item, but we haven』t received your payment yet. If there』s any problem with you, please let me know ASAP. We would like to request for a fast check out and payment. It would help us to expedite our dealing if you could notify us your payment details i.e.method and payment date. However, the eBay system may open the unpaid case to buyers automatically if they couldnt pay within 16 days.

If you bid this item in error, please also let us know. We could come to an agreement to cancel this transaction so that we』ll resolve this problem properly with both have no loss. At present, we just accept Paypal as the payment way, which is a faster, easier and safer payment method. Even if you do not want to register a PayPal account, you can still use your credit card to go through PayPal checkout process without any extra steps.

Sincerely yours,

Sophia

2.1告知客戶跟蹤號，提供預計貨期

Hi , I am so glad that you have bought the item # from us with the quick payment. And we will send the package for you with the tracking number of ** within this 1-2 days without any delay. Maybe you can get the package very soon.

By the way, the positive feedback from us has been left for you. Please log in eBay account to check out at your convenient time. If you have any problems, please do not hesitate to contact with us, and we are pleasure to do anything for you.

Yours sincerely, Sophia

2.2更新物流跟蹤信息，注意查收

Hi ,

We have shipped your package on June 08th with the tracking number of , please kindly check below updated tracking details:

I am sure that you can get the package soon, please believe us.If you have any problems, please do not hesitate to contact with us, we are pleasure to do anything for you.

You know we are the honest seller and I do promise that I will try my best to help you solve the problem. Please dont leave the neutral/negative feedback, low stars or open the case for us, is it okay?

Looking forward for your quick reply!

Yours sincerely,

Sophia

3.1剛付款幾天，第一次詢問貨期

Dear,

Thank you for your message. We would love to inform that we dispatched orders within 24 hours after getting payment from our valued customers. Usually, it will take about 18 to 25 business days to reach its destination. I am sure that you will get it soon.

We sincerely hope that you will receive the package soon and love the item(s). It is our pleasure serving you and doing business with you. Should you inquire any further assistance, please do not hesitate to let us know then, and we will always be ready to offer help.

Thanks again for your great support to our eBay store and company. We look forward to doing more business with you in near future.

Yours sincerely,

Sophia

3.2發貨10-20天後，詢問貨期

Im sorry to hear that the parcel not arrive yet.

According to our record, your order has been dispatched on XX,XX. We are really regretful that you still not receive the package at the moment. Now we will confirm the shipping address and tracking details as below:

此處填寫客戶的收貨地址

此處填寫物流跟蹤信息

If the shipping address is not correct, and I am sure that you will get it soon. Normally it will take about 18 to 25 business days to reach the destination. Please kindly come to see that transit delay happens, and it is really not under our control sometime. However, please rest assure of that, we will place a trace with the shipping company, once there is any information comes out, we will keep you informed as soon as possible.

If you still could not receive the item in another week, please feel free to contact us again, and we will proceed further for you at once then.

Please dont worry, we are responsible for our sales. Thanks for your patience.

Yours sincerely,

Sophia

3.3超過35天以上未收到貨，詢問包裹狀況，協商重寄

Im sorry that you still havent received the package yet.

I checked our shipment record. We are terrible regret that the package has kept you wait long. Usually it will not take that much time for delivery. The order may delay in the transit or at customs due to factors such as customs, bad weather, carrier routing,package traffic, and other unforeseen factors. We are sorry for such issue.

In order to have this matter settled for our valued customer, we can arrange the order resent to you, is it okay? But please promise that you will pay us again if you receive the package after this package. Its upon your honesty. Please let me know your decision.

I am so sorry for this matter, please accept my sincerely apologize for this matter. Please dont leave the neutral/negative feedback, low stars or open the case for us, is it okay?

If you have received the package, please do not hesitate to share the good news with us.

Yours sincerely,

Sophia

3.4運送時間太久，客戶不接受重寄，要求退款

I am really sorry that you havent received our package.

It has been 1-2 months since we sent it to you. In this case, we will refund for you within this 1-2 days, please kindly check your Paypal account. But please promise that you will pay us again if you receive the package after this. Its upon your honesty. Please let me know your decision.

We would love to inform that we always do our best to maintain each transaction smoothly with our valued customer. In this situation, please be assured of that, we are 100% reliable, and make you an enjoyable and safe shopping experience. Could you please dont leave the neutral/negative feedback, low stars or open the case for us?

If there is any suggestion to improve our service, please take some of your previous time to let us know, and we will study your suggestion earnestly.

If any problem,please feel free to contact us.Have a nice day.

Yours sincerely,

Sophia

4.1壞貨,產品質量問題投訴

Im sorry that youre not satisfied with this item.

You said that 產品問題. The item was not protected well enough and got damaged in transit. It might be rule handling during transit by shipping company. It is really not under our control for such matter. However, please accept our sincerely apology for this.

Is it available for you to supply the photos for us via this message? Because we sold so many such kind of style, while nobody reflect such kind of the problem to us. We need your photos to find out the problem then solve it well, now could you kindly cooperate with us to send the photos?

After we have got the photos from yours, then we can discuss how to solve this problem well. Of course, you dont worry about our after-sale service, we do promise that we will make you satisfied in the transaction, is it okay? Please believe me!

You know we are the honest seller on ebay, I beg that you don』t leave any neutral/negative feedback or open the ebay Return or other case in the transaction. Because this is really important for us, especially the development store.

Sorry for the inconvenience and your understanding is very appreciated.

Looking forward for your quick reply!

Yours sincerely,

Sophia

4.2錯貨投訴

Im sorry that youre not satisfied with this item.

You said that you have received the wrong item from us, is it right? Have you mixed up our store with others? Usually we double check each order before dispatching. Since our warehouse staffs need to handle plenty of orders each day, it might be chance that they might overlook your order with other customer. At the very beginning, please accept our sincerely apology for this. In order that we could reduce such issue, and have the matter settled for you, please kindly send us the item』s including the envelopment photos for us, so that we could study the matter and offer you solutions.

Our package information is as below: 包裹上的寄送信息.

Maybe you can confirm the package information firstly to see whether it comes from us. Your know our company has its rules. If the customer reflects the item is wrong, we will request him/her to supply the clearly photos for us. Why we do it like this is just want the confirmation.

If it is really our package colleagues』 mistake, then we will resend the new right item or refund for you, is it okay? Please accept my sincerely apologize for this matter.

If any problem,please feel free to contact us.

Yours sincerely,

Sophia

5.1邀請收到貨的買家留評

Wish you are favor of your item bought from us, and look forward to serving you again.

Since your feedback is very important to our businesss development, we sincerely invite you to leave positive feedback with four 5-Detailed Selling Rating (DSR) to us basing on your satisfaction with our commodity and service. Its just take you 1 minute.

Unfortunately, If you are planning to give us a neutral/negative feedback because of your bad buying experience with us, please contact us at any time so as to clear up your discontent and resolve the problem.

Many thanks and hope you enjoy shopping with us!

Yours Sincerely,

Sophia

5.2已收到貨，很滿意五分好評，期待下次合作

Nice to hear that you have received our parcel.

It is so kind of you to leave the positive feedback and five all stars for us, and we will try our best to do it better.

I am so glad to have a pleasant cooperation with you and look forward to your purchase of our quality products in the future.

Have a nice day!

Yours sincerely,

Sophia

6.1收到錯貨留的中差評回復

At the very beginning, thanks for your purchase and support to our company. From our record, we noticed that you have just left us 1 negative (neutral) feedback:

(Please copy the comment of the feedback and paste it here)

We are really regretful that one of the item you received was not the correct one you ordered. Please kindly come to see that our warehouse staffs need to handle plenty of orders each day, it might be overlook and mix up with our customer』s order. Please kindly accept our sincerely apology for this matter. We offer replacement for such circumstance. However, we prefer communication rather than leaving no good feedback directly since it is harming our seller rating. As a small company, negative and neutral feedback affects us quite a lot.

As you could see our listing, our products are all selling at a losing-profit price. All we expected are 5 stars rating positive feedback from our valued customer. That is why we are selling items at such a lowest price. We suppose it might be some misunderstanding between us, we sincerely hope that you could kindly help revising the negative/neutral feedback to a positive one.

In order to make you satisfy and happy with this transaction, we would love to resend you the item right away. Please kindly let us know if you are happy with this offer and arrangement, and we will proceed further at your earliest convenience.

We look forward to hearing a favorable response from you soon.

Yours sincerely,

Sophia

6.2收到壞貨留中差評回復

I understand you are unhappy with the transaction.

At the very beginning, thanks for your purchase. From our record, we noticed that you have just left us 1 negative (neutral) feedback:

(Please copy the comment of the feedback and paste it here)

We are really regretful that one of the items you received was not in perfect condition. Please kindly come to see that we always double check the items and pack carefully. It might be rule handling manner in the transit. Please kindly understand that such issue is really not under our control sometimes. However, we prefer communication rather than leaving no good feedback directly since it is harming our seller rating. As a small company, negative and neutral feedback affects us quite a lot.

In order to make you satisfied and happy with this transaction, we would like to resend the new package or refund, is it okay? Please kindly let us know if you are happy with our proposal and arrangement, and we will proceed further at your earliest convenience.

We look forward to hearing a favorable response from you soon. Thanks again for your kindness and understanding.

Yours sincerely,

Sophia

6.3對貨期不滿意的中差評回復

I』m contacting you to make sure I was able to resolve the issue with your transaction.

I know you are unhappy with the shipping time. We are terrible regret that the package has kept you wait long. Usually it will not take that much time for delivery. The order may delay in the transit or at customs due to factors such as customs, bad weather, carrier routing,package traffic, and other unforeseen factors. We are sorry for such issue.

Could you kindly accept to refund $ for you as the compensation to revise the bad feedback for us? Hope that you can consider about it. You know as a small ebay shopkeeper, I highly depend on my reputation and your feedback.

Can I please ask you to revise your neutral/negative feedback to reflect the fact that I took responsibility and made sure you are happy with your service?

If there is anything left unresolved, please let me know!

Yours sincerely,

Sophia

6.4期望值引起的中差評回復

I am so sorry to hear that you are unhappy with our transaction.

From our record, we noticed that you have just left us 1 negative (neutral) feedback:

(Please copy the comment of the feedback and paste it here)

We are really regretful that the item you received did not live up to your expectation. We quite understand this situation. Different customer has different idea and taste. We are always doing our best to maintain each transaction smoothly with our valued customer. We prefer communication rather than leaving no good feedback directly since it is harming our seller rating. As a small company, negative and neutral feedback affects us quite a lot.

In order to make you satisfied and happy with this transaction, we would love to offer you 1.00USD (Adjustable) as store credit for your next purchase, you could just simply contact us when you are placing new order, and we will deduct the 1.00USD (Adjustable) from your coming new order. Please kindly let us know if you are happy with this offer and arrangement, and we will proceed further at your earliest convenience.

We look forward to hearing a favorable response from you soon. Thanks again for your kindness and understanding.

Yours sincerely,

Sophia

6.5問題解決後提議改評回復

I understand your mood and situation.

Now I have mark down the problem and we will pay more attention in the future. You know I want to provide good service to you, sorry that I didnt do as good as your expectation, I noticed and I will improve in the future. Now could you kindly revise the bad feedback for us as promised? If you can accept it, please kindly notice us, then we will send the feedback revision request and tell you how to revise it, is it available? Looking forward to hear from you.

Yours sincerely,

Sophia

6.6修改總差評的操作步驟回復

I am so sorry to interrupt you again.

Now we have sent the Feedback Revision Request for you as agreed, have you got it? I sincerely hope that you can support my job to leave the positive feedback and all 5-stars ratings. Good feedback are very important to me.

Besides, please dont revise the negative feedback into neutral one for us because the neutral feedback is the same as negative one, which is also calculated in sellers BBE. Thank you for your supporting.

Note: If the buyer hasnt responded within 7 days, Ebay will automatically remind the buyer of the request. If the buyer responds, they will notify you of the buyers decision immediately by email. If the 10-day window expires with no response from the buyer, Ebay will notify the seller by email that the Feedback Revision Request has expired. Sellers can only submit one request per transaction.

Now I will tell you how to revise it:

Please click: Home > Help > Feedback > Resolving Feedback Disputes > mutual feedback withdrawal; and then follow the instruction on the pages to withdraw the negative feedback on your side.

1.Select the radio button that indicates your revised Feedback rating.

2.Enter your revised comment in the "Revise comment" text box and select four pieces of satisfaction with five stars.

3.Click the Revise Feedback button.

If you are not so familiar with the revision steps, please kindly check below link:

http://pages.ebay.com/help/feedback/revise-feedback.html

Please email us when you accepted the withdrawal.

Have a nice day!

Yours sincerely,

Sophia

7.1長時間缺貨回復

Thanks very much for your purchasing.

It is our pleasure doing business with you. Unfortunately, the item you ordered has been sold out at the moment, since we have other platform selling the exact same items at the same time, sometimes it might not be easy to control the stock level. Please kindly accept our sincerely apology for this. We always do our best to maintain smooth transaction with our valued customer. In order to settle this matter, we could offer you other similar item with same value as replacement, or you could just simply wait a little while for our restock. Furthermore, you could also request refund for this situation if you are not willing to wait for the package any more.

We will proceed accordingly to your response. Should you need any further assistance, please feel free to contact us again, and we will do our best to serve you. Thanks again for your business and understanding.

If there is anything left unresolved, please let me know!

Yours sincerely,

Sophia