(1) For all quality problems, the buyer must send pictures to the seller, and the seller will verify based on the pictures. After verification, it is indeed a quality problem and will be reissued or refunded. If the problem is not serious and does not affect use, you can give a refund of 1 to 2 US dollars or give the buyer some discount on the next order; if the problem is serious enough to affect use, you can get a full refund or reissue a new one.
Take stains as an example and reply:
Dear friend.
I am so sorry that it was stained. Can you try to wash it off? Through the photo, it seemsit is a small spot, I think it will be easy to wash off. If you can’t wash it off, can you take it toa laundry to wash it? I think they may have special way to clean it , you can check how much it will cost, we would like to pay for the cost, will that be ok?
Waiting to hear from you soon. Thank you very much in advance
Reply with reissue as an example
Dear friend ,
I am so sorry that it was defective. It is our fault that we didn't check it carefully beforesend out We would resend you a new one with good quality , will that be ok? Sincerely hopeyou could forgive us , we will check it very carefully before send out. Waiting for your confirmation and then we will arrange to ship it for you soon.
Thank you.
(2) If the wrong product (style, color, size) is sent, the buyer must also provide pictures for verification. The buyer can take pictures of the product and bag received. Please confirm whether the SKU is posted incorrectly or the warehouse has sent the wrong goods. After solving the problem, find the corresponding person in charge.
If the seller sends the wrong goods, he can communicate with the buyer whether to keep the wrong goods, or persuade the buyer to keep them through the cost-effectiveness of the goods and other aspects (material compensation or discounts on next orders). Place items. If the buyer insists on exchanging or returning the product, the seller will be able to reissue the correct product or refund the refund amount requested by the buyer.
Dear friend.
I am so sorry to send you a wrong color/item/size.
Please can you do me a favor to take a photo for the sticker which was put on the bag likeatached? Please don’t worry , we will give you a good solution after find out the problem.lem. Sometimes the workers may put wrong sticker on the bag so that our warehouse sent bymistake .
We will check who packed it and will give you a good solution for it, please don't worry.
Waiting to hear from you soon.
Thank you very much.
When there are missing or missing products and accessories, first go to Tongtu to check the order delivery information. If there is any missing product, you can compare the product quantity and package Weight (there are two weights in Tongtu, one is the estimated weight of the order, and the other is the Tongtu weight, where Tongtu weight is the actual weight of the package). If it is really missing, you can reissue it or get a refund. Accessories with missing parts, such as missing belts, etc., are difficult to identify. You can ask the buyer to check whether they are missing in the corner of the package. If they cannot find them, they can reissue them or refund the corresponding money. Before reissue, you must first confirm with the product team whether there are excess accessories that can be reissued. If there are no excess, you can only refund some money as compensation.
Dear friend ,
I am so sorry that you didn't receive the belt. Please can you double check the parcel? It was put separately. Please don't worry, if you can’t find it, we will give you a good solution for you. Thank you.
When the parcel logistics information shows that it has been delivered but the customer says that it has not been received, it cannot be returned. The buyer can only contact the logistics company or find other reasons for the loss, such as someone else collecting it on their behalf.
Dear friend,
I am so sorry to hear that you haven’t received your order.
I tracked your parcel found it has been delivered to you on 11th Jan, 2016, attached is the tracking information , you can have a look.
If you still haven’t got it, please kindly check with your family to see if anybody picked it or you can call your local postal office to see where and who they sent it to. Hope you will get it soon.Thank you so much.
(4) It is very common that the logistics method is inconsistent with the buyer’s choice. It rarely happens, and if it does happen, the buyer will generally not find trouble unless the buyer is charged extra fees. If there are additional costs incurred, we can provide an appropriate refund as compensation. Customs occasionally inspects packages, which is beyond our control. Generally, we do not bear this cost. At most, you can bear part of the tax or give the buyer a small discount on the next order as compensation.
Dear friend,
We are so sorry that you were taxed. As you know, the customers always will check some of the parcels and may charge for it This is out of our control. Hope you could understand. Butwe would like to give you a little discount for your next order. Thank you.
An empty package is an impossible event. If the buyer says that he received an empty package, basically It can be determined that the buyer is a liar (the problem may also occur with customs officers). In this case, there will be no refunds or reissues.
Dear friend,
It is so regret to hear that it was empty bag, may I know was the parcel broken when youreceipt? We never sent parcel empty, because if it is empty parcel, our postman even don’collect it and ship it for us. Hope you could check if your family or friend take out the item fo.you. Thank you.
Note: Logistics inquiry website: www.17tracknet
(5) If you raise a dispute on the grounds that the goods have not been received, you must first check the promised delivery time and check the logistics status of the package at Tongtuli.
Committed delivery time: You can see the promised delivery time we set in the freight template or ask AliExpress customer service.
Committed delivery time: Based on the original “refund rules for large and small packages not delivered within 60 days” on the AliExpress platform, the power to set logistics time is given to sellers, allowing them to have the ability to A consumer protection service launched to provide better logistics services to buyers and to highlight the advantages of sellers who dare to promise logistics services to buyers, enhance buyers’ shopping confidence, and improve buyers’ post-shopping protection. It is our basis for handling goods not received due to logistics reasons. In principle, if the package is not delivered within the promised delivery time, we should refund the buyer.
For small parcels sent by China Post: the promised delivery time is 60 days (90 days in Brazil), usually 20~40 days for delivery. For E-mail packages: the promised delivery time is 27 days, usually 5 ~15 days for delivery.
(6) Sometimes some products may be out of stock. We usually update the logistics order number first. At this time, the logistics tracking information cannot be found (actually it has not been sent yet): At this time, there is a customer When asking about the logistics situation, you can tell the buyer that the package is lost and we can reissue it to him: if the buyer doesn’t want it, let the seller apply for a refund and refund it to the buyer.
Dear friend .
I am so sorry that you haven’t received your order.
Just now I tracked the parcel found there is no tracking information, I called our postaloffice, they said it was lost on the way. We would arrange to resend you a new one. Please canyou help us to cancel the dispute to wait for it? Please don’t worry about your money, I have extended the protection time by 30 days for you. lf you still can’t receive it, you can open a new dispute.
And if you can’t wait for it, we will refund you the money.
Waiting to hear your idea.
Thank you very much in advance.
(7) The goods are still in transit and have not arrived as promised Delivery time, in this case no refund is allowed. Contact the buyer to cancel the “refund application” first and then wait for a period of time. If the buyer is unwilling to cancel the “refund application”, he can only wait until the promised delivery time is reached. Refunds can only be made after that.
Dear friend.
I am so sorry that you haven’t received your order.
Usually it takes 20 -40 days for delivery, sometimes it maybe a little slow due to many factors, such as bad weather, busy shipping season, holidays and so on. And I tracked theparcel found it is in normal transit now, attached is the tracking information for your reference. Hope you could help us to cancel the dispute and wait for more days.
On the other hand, the promised delivery time is 60 days and there still have 25 days be-fore the deadline, we can’t refund now, sincerely hope you could cancel the dispute to wait for more days.
Please don’t worry about your money, if you still can’t receive it before the deadline, you can open a new dispute and we will full refund you by then.
Thank you very much for your kindly understanding.
(8) If the logistics information shows that the delivery was delivered but the customer feedback has not been received, this situation is also Refunds are strictly non-refundable. Sometimes it may be due to time delays. You can ask the buyer to wait or contact the logistics company to inquire; or remind the buyer to ask if there is someone to collect the goods.
Dear friend ,
I am so sorry to hear that you haven’t received your order.
I tracked your parcel found it has been delivered to you on 11th Jan, 2016, attached is the tracking information , you can have a look.
If you still haven’t got it, please kindly call your local postal office or check with your family to see if Anyone else picked it up for you.
If you will receive it soon, hope you can help us to cancel the dispute.Thank you so much
(9) Timeout not completed , first confirm the logistics status of the package. If it is only overtime for a few days, check whether the timeout is due to weather or holidays, etc. You can communicate with the buyer and wait for a while, or reissue the goods; if it is overtime for a long time, For example, for more than half a month, you can negotiate based on the message submitted by the buyer. If the buyer is really unwilling to wait, he can accept the dispute refund immediately
Dear friend,
I am so sorry that you haven’t received your order.
Sometimes it will be a little slow due to many factors, such as bad weather, busy shipping season, holidays and so on. Please can you wait for a few days more?
And sometimes the tracking information may not updated on time. If you’re convenient,please can you call your local postal office to check it? You can give them your tracking no . tocheck it.
Please don’t worry about your money, if you can’t receive it, we will refund you the moneyThank you.
(10) If the package is returned, you can get a refund or reissue. First check the reason why the package was returned. If the reason is not clear, refund directly or ask the buyer if he is willing to resend it; if the address is wrong or the buyer failed to pick it up after a timeout, if the buyer agrees to resend it, contact the buyer. The buyer checks the address again and tells the buyer to pick up the package in time.
Dear friend ,
It is so regret that it was returned to us.
I am not sure what happened with it, is there any problem about your address?
And do you want us to resend it for you? If you agree with resend, hope you could helus to cancel the dispute, because we only could arrange our warehouse to resend the item afterdispute be canceled. If you can’t wait for it, we will refund you the money.
Waiting to hear your idea. Thank you.
Note: All disputed orders that need to be reissued , you need to cancel the dispute first before arranging reissue. Before reissue, confirm with the buyer again the size of the product to be reissued and the buyer’s address.
3 Magical Uses
After a period of accumulation, all customer information must be organized according to different requirements. Organizing data is a more complete and clearer analysis method than the “historical customer statistics and marketing” in AliExpress’s back-end system.
Emails can be mainly used in the following aspects:
(1) Regularly recommend new products to customers.
(2) Ask customers for feedback.
(3) Annual holiday blessings.
(4) Reminder after delivery.
(5) Evaluation reminder.
(6) After-sales problem handling
(7) Establish a more stable customer relationship system than SMT online store
4. Commonly used email templates
(1) Unpaid order:
Dear x X,
We have got your order of x x x x x x But it seems that the order is still unpaid. lfthere’s anything I can help with the price , size , etc. , please feel free to contact me. After the payment is confirmed,I will process the order and ship it out as soon as possible. Thanks!
Best Regards
Name
Translation: We have received your order, but it appears that the order has not been paid for. If there is anything I can help with on price and size, please feel free to contact me. When payment is completed, I will stock and ship the goods immediately. Thank you!
Tips: Please modify the description according to the characteristics of your product.
(2) Paid order:
Dear xx,
Your payment for item x x x x x x x x x x x x x x has been confirmed. We willship your order out within x x business days as promised. After doing so , we will send you an e-mail notifying you of the tracking number. If you have any other questions , please feelfree to let me know. Thanks!
Best Regards
< p>Name
Translation: The payment for your order number x xxx x x x x x xxxxx has been received. We will ship the goods within the promised x xx days. After shipping, we will notify you of the freight tracking number. If you have any questions please feel free to contact me. Thank you!
(3) After shipment:
Dear x x ,
The item x x x x x x x x x x x x you ordered has already been shipped out and the tracking number is x x x X x x X x x x x x x x.The shipping status is as follows.xxxxxxxxxxxx x x.You will get it soon.
Thanks for your support!
Best Regards
Name
Translation: The goods with order number xx x xx x x x xx x xx have been shipped. The delivery order number is xxxxxxxxxxxxxx, the transportation method is xxxxxxxxxxxxxx, and the order status is x x x x x x x x x x x x x x. You will receive the goods soon, thank you for your support and understanding!
Tip: Please fill in the order number, delivery order number, transportation method and delivery date.
(4) Asking whether the goods have been received:
Dear x x,
According to the status shown on 17track website, your order has been received by you. If you have got the items, please confirm it on alie x press. com. If not, please let meknow. Thanks!
Best Regards
Name
Translation :EMS website shows that you have received the goods. If you have received the goods, please go to DHgate.com to confirm. If you have any questions, please let me know. Thank you!
Tips: It can be changed according to the actual situation of your goods
(5) Customers complained about product quality problems:
Dear x x,
I am very sorry to hear about that. Since I did carefully check the order and the package to make sure everything was in good condition before shipping it out,I suppose that the damagemight have happened during the transportation. But I' ;m still very sorry for the inconveniencethis has brought you. I guarantee that I will give you more discounts to make this up ne x t timeyou buy from us. Thanks for your understanding.
Best Regards
Name translation: I’m sorry to hear that the goods sent to you were damaged. I made sure that there was no problem with the packaging before shipping them to you. Damage may have occurred during shipping, but I still apologize for the inconvenience. When
you buy from me next time, I will give you a bigger discount. Thank you for your understanding.
Tip: Please make changes according to the actual situation of the complaint.
(6) Order completed:
Dear x X
I am very happy that you have received the order. Thanks for your support. I hope that you are satisfied with the items and look forward to doing more business with you in future. Thanks !
Best Regards
Name
Translation: I am happy to see You have received the goods, thank you for your support. Hope you are satisfied and look forward to doing more business with you in the future.
(7) Remind buyers to leave reviews for themselves:
Dear x X,
Thanks for your continuous support to our store, and we are striving to improve ourselves interms of service,quality, sourcing,etc. It would be highly appreciated if you could leave us apositive feedback, which will be a great encouragement for us. If there's anything I can helpwith , don't hesitate to tell me.
Best Regards
Name
Translation: Thank you for continuing to support us. We are improving our service, quality, procurement, etc. We will be very grateful if you can give us a positive feedback, because it is a great encouragement for us. If there’s anything I can help with, don’t hesitate to let me know.
There is no fixed template for customer service email responses. We must learn to use them flexibly according to the actual situation. Email responses should be: concise, professional, enthusiastic, and polite.