【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

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: w 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.