场景一、因节假日导致的物流延误，买家来信询问

Dear {$BuyerName},

Thank you for purchasing and prompt payment.

However, we’ll have the {节日名称} from{时间区间}. During that time, all the shipping service will not be available, which may cause a delay of the shipment for seveal days.

Thanks for your understanding and your patience is much appreciated. Please let us know if you have any questions or concerns.Keep in touch.

Thanks.

Sincerely yours,

{$ShopName} After-sales Customer Services

场景二、因自然灾害导致的物流延误，买家来信询问

Dear {$BuyerName},

We’re sorry to inform of you that your item may be delayed for the {自然灾害}.

Due to this {自然灾害}, airline/ocean shipping to {目的地} has been cancelled, which directly made your parcel was delayed.

Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue.Please let us know if you have any questions or concerns.Keep in touch.

Thanks.

Sincerely yours,

{$ShopName} After-sales Customer Services

场景三、因海关安检力度加强导致物流延误，买家来信询问

Dear {$BuyerName},

We’re sorry to inform of you that your item may be delayed for the stricter customs inspection.

We just got the notice that all packets from all countries to {目的地} would be subject to stricter screening by the customs.Due to the intensive customs control and screening, the shipping time to {目的地} will be longer than normal.

Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue.Please let us know if you have any questions or concerns. Keep in touch.

Thanks.

Sincerely yours,

{$ShopName} After-sales Customer Services

场景四、约定到货期限已过但对方并未收到货，买家来信表达愤怒

Dear {$BuyerName},

We are sorry for the long-time waiting and we quite understand thet waiting is always something hard to endure. Your item had been shipped on {送达时间} ,it got delayed by the {这边尽量写上不可抗力的原因}. So the shipment usually takes {预计时长} business days.

Could you please wait for another two weeks? If the package still not arrive in due, please contact us and we will do our best to solve it and offer you a satisfactory service.

Or if you do not want to wait any more, we are willing to offer a refund you as our sincere apology, and it’s really kind of you to return the payment when you get the item.

Please tell us which one you would prefer? We just want you to know that your satisfaction is always our top priority.

Looking forward to your reply.

Sincerely yours,

{$ShopName} After-sales Customer Services

场景五、物流显示已妥投，但买家来信表示未收到货

Dear {$BuyerName},

We have checked the real-time logistics information of {$OrderId} when we receive your mail at once, and it shows that the post have delivered to you.

You could check on the website:{具体查询网站}.

And could you kindly ask your neighbour or your family if anyone picked your package?

So we can provide the tracking number {物流跟踪号} to you and suggest you to check with the clerk in your local post with the number.

Please let us know if you have any questions or concerns.Keep in touch.

Sincerely yours,

{$ShopName} After-sales Customer Services

场景六、买家想取消订单，但卖家已发货

Dear {$BuyerName},

Sorry to hear that you would like to cancel the order {$OrderId}.

We have to say sorry that it has been sent out. We can not stop the shipment. Maybe you can have put it on first and see if it is suitable after you receive the item. The {商品名称}may be quite suitable for you, to say the least, if you don’t like it, you can give it to your relatives or friends as a gift.

Sorry for the inconvenience and hope you can get it soon. Please let us know if you have any questions or concerns. Keep in touch. We will try our best to solve it for you.

Have a nice day!

Sincerely yours,

{$ShopName} After-sales Customer Services

场景七、买家收到货但因商品尺寸不合适想退货退款，卖家与之进一步沟通

Dear {$BuyerName},

We really appreciate your great support on us.

But sorry for the inconvenience that the {商品名称} did not fit you.

Will it be possible to give others as a gift? Or how about we make you a {具体金额} refund as a way to make up for this?

If you insist on returning it back, we will go to the further step. Please tell us which way you would prefer? We just want you to know that your satisfaction is always our top priority.

Looking forward to your reply!

Sincerely yours,

{$ShopName} After-sales Customer Services

场景八、买家投诉或来信告知卖家发错颜色、商品或商品有缺陷等，卖家与之进一步沟通

Dear {$BuyerName},

We are so sorry about that. This is your order:{商品名称} &{$OrderId}.

Could you please send us the pictures of the label on the package and item's problem? And we will solve it for you as soon as possible. Please don’t worry.

Please let us know if you have any questions or concerns. We just want you to know that your satisfaction is always our top priority.

Best regards!

Sincerely yours,

{$ShopName} After-sales Customer Services

场景九、接上一情景，买家发来图片后卖家根据责任情况引导退部分或全额款

Dear {$BuyerName},

We’re so sorry for the unsatisfied purchase. We’re willing to solve the problem.

As a honest seller, we are not willing to let our dear valued customer suffer any losses. We are willing to offer a {具体金额} refund to you as our sincere apology, is that ok for you?

Or if you have any other ideas, please let us know. We just want you to know that your satisfaction is always our top priority.

Looking forward to hear you soon.

once again, we send our sincere apology.

Have a nice day!

Sincerely yours,

{$ShopName} After-sales Customer Services

场景十、接场景八，买家坚持称商品有问题但又不想或不能提供照片

Dear {$BuyerName},

We’re so sorry for the unsatisfied purchase. We’d like to solve the problem, but we need this picture to sets a case for you and feedback this issue to our suppliers to check it and avoid the same issue happen again.

As a honest seller, we are not willing to let our dear valued customer suffer any losses. We can understand you. But we hope you could understand us.

So, could you kindly send us the picture again to help us avoid the same situation and pls don't worry we will give you the best solution? Any situations, please contact us firstly, we believe that good communications will solve the problem.

Hope to receive your picture soon .

Have a nice day!

Sincerely yours,

{$ShopName} After-sales Customer Services

场景十一、买家无理由退货退款，卖家同意后并告知操作注意事项

Dear {$BuyerName},

Thank you for contacting us.

Your return request has been approved. You will be receiving a return shipping label and RMA instructions via Amazon. Please make sure the item you return is whole new or a 25% restocking fee may be applied if the {商品名称} is used or damaged visually.

Also, please make sure that the correct merchandise is being shipped us,{$ShopName}. We are a seller by the name of {$ShopName} on Amazon. If merchandise purchased from a different seller is shipped to us, we will need to ship it back to you and we will also ask you for the shipping cost incurred.

We appreciate your cooperation.

Best regards.

Sincerely yours,

{$ShopName} After-sales Customer Services

场景十二、客户询问物流跟踪号或者询问是否已发货，卖家的回复

Dear {$BuyerName},

Thank you for asking.

Your order {$OrderId} are shipped on {已经发货的具体时间}.

You item is on the way to your shipping address, here is the tracking#********. You could track it on {具体查询网站}.

Item was shipped from China. Normally, you will receive this item within {你的listing页面标注的配送时长} business days.

We have checked your estimated date is{物流派送时间}.

Your understanding and patience is much appreciated. Please let us know if you have any questions or concerns. Keep in touch.

Best regards

Sincerely yours,

{$ShopName} After-sales Customer Services

备注：因为每个卖家销售的产品不同，大家可以根据自己的产品情况适当完善邮件内容。

给小米售后授权写邮件该怎么写，才不会退回

产品的售后服务承诺书范文（一）

致：xxxx

我们对自己的产品作出如下承诺：

一、售后服务承诺

1、质量保证：作为设备供应商xxx，我公司对本次投标所提供的产品均为厂家原厂原包装，符合同家质量认证和质量认证体系，并提供产品技术资料（包含安装说明书，产品装箱目录、产品口中文使用说明书、合格证及保修凭证等）。

2、供货安装时间：xx市xxx有限公司在本次招标采购中若中标，在接到中标通知书后即向用户提供货物。产品的制造和检测均有质量记录和检测资料。对产品性能的检测，我们已对产品进行全过程、全性能检查，待产品被确认合格后才装箱发货。

3、产品交货期：尽量按用户要求，若有特殊要求，需提前完工的，我公司可特别组织生产、安装，力争满足用户需求。

4、保修承诺：我司对本次协议供货有效期内所提供的所有产品保质期，有效期内所提供的所有产品，提供正常工作日全天侯服务，终身技术服务支持。

5、响应时间：若在七个工作日内发生质量问题或操作上对用户造成不便影响，本公司承诺在三个工作日内对设备进行免费更换。保修期内，产品若发生故障，在接到贵公司报修后，如有需要我司将提供代用设备。保修期内因设备性能故障维修两次仍不能正常使用的，我司无偿更换新设备。

6、服务体系：作为设备供应商本公司对本次招标所提供的产品提供保障体系：当设备出现故障，必要时将派指定的专业技术员在规定时间内上门维修或寄修，费购货方愿意产生的运杂费由本公司承担。

二、产品价格承诺

1、在同等竞争条件下，我公司在不以降低产品技术性能、更改产品部件为代价的基础上，真诚以最优惠的价格提供给贵方。

2、在保修期内供方将免费维修和更换属质量原因造成的零部件损坏，保修期外零部件的损坏，提供的配件只收成本费，由需方人为因素造成的设备损坏，供方维修或提供的配件均按成本价计。

三、售后服务保证

公司实力保障：本公司将为该项目设立专人售后服务制度；

四、投诉体系及联系方式

1、如果您对我们的服务有意见，请向技术部调度员或维修部经理投诉。

2、对用户所投诉的问题，核实是我们责任的，将对管理人员及经办人员进行不同程度的惩处，并向用户赔礼道歉。如不是我司的责任，相关人员也将向用户解释，希望用户能给予我们最大的支持。

公司全称（盖章）：xxxx

业务负责人：xxx

联系方式：xxx

写邮件可以用英语或者繁体中文，具体格式如下：

Dear Admission Ofiice,

My name is XXX, a prospective applicant who want to apply for your programme. But there are still some problems related to the programme confuse me, so, could you please respond me the following questions? Thank you.

1. XXXXX

2. XXXXX

3. XXXXX

Sincerely,

XXX

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