Cross-border e-commerce customer service email template integration
This article compiles common customer service email templates in cross-border e-commerce, covering many aspects from quality concerns, price negotiation, logistics tracking to after-sales service, etc., aiming to help cross-border e-commerce companies improve customer satisfaction.
1. Dispel customers’ doubts about product quality or service
Dear Customer,
Half a day has passed and we thought you might have found a cheaper product in a certain store.
Our company has four years of experience in the luggage, footwear and accessories business in China, and has its own factory with more than 100 employees. Before shipping, we will carefully inspect the product and try to avoid you suffering losses. If there is any quality problem, please take a photo and send it to us. Once verified, we will replace you with a new product free of charge. Because we believe that considerate service is the basis of business cooperation. We sincerely hope that we can become your excellent business partner soon.
Good luck!
(your name)
2. When customers think the price is too high
Dear Customer,
Thank you for shopping in our store. But we noticed that you haven’t paid yet.
In fact, our store’s profits are very thin. However, if you are not satisfied with the current price, we are still willing to send you a small gift or provide you with a XX% discount. If there is anything else we can do for you, please feel free to let us know.
Happy shopping!
Good luck!
(your name)
3. Out of stock and recommend similar products
Dear Customer,
Thank you for placing an order in our store. However, the product you selected is no longer in stock. Would you like to consider whether similar products below may also work for you?
http://www.aliexpress.com /store /product /XXXXXX1.html
http://www.aliexpress.com /store /product /XXXXXX2.html
If you do not need to purchase any other products, please apply for “Cancel Order” and select the reason “Customer placed wrong order”. In this way, your payment will be returned within 5~7 working days.
Sorry for causing you any trouble, thank you very much for your understanding.
Good luck!
(your name)
4. Shipping details notified
Dear Customer,
The goods with order number XXX have been shipped to you. The query freight order number is XXX and the transportation status is XXX. You will receive the goods soon, thank you for your support.
Good luck!
(your name)
5. Pay attention to delivery information and invite reviews
Dear Customer,
My name is XXX, and I would like to update you on the status of your order. The information shows that the goods you ordered are still in transit at the Sydney Post Office. The tracking freight order number is XXXXXX, please check at the following website: XXX.
You will be able to receive your order shortly. Please pay attention to the delivery information. Hope you like the product after receiving it. If you like it, please give me a positive review, it’s very important to me. Thank you very much.
Good luck!
(your name)
6. Logistics information notification
Dear Customer,
My name is XXX, and I would like to update you on the status of your order. The information shows that the goods you ordered will enter customs on January 19th. The tracking freight order number is XXXXXX. You can check at the following URL: XXX.
You will receive the goods shortly. Sorry, shipping is taking a little longer than usual, I hope I haven’t caused any trouble to you.
Good luck!
(your name)
7. Inquiry about cargo status
Dear Customer,
I’m glad to see your order arrived. Please confirm that the goods are in good condition and then confirm receipt.
If you are satisfied with our products and services, please give us a five-star rating and leave a positive review, we will be extremely grateful. If you have any questions or concerns, please tell us directly so we can resolve them immediately. Please do not submit a refund request before asking us for help. We promise to solve your problems or questions as soon as possible.
Thank you very much.
Good luck!
(your name)
8. Combined payment and price discount
Dear Sir/Madam,
We are very happy to find that you placed two orders with the same address in our store today. Would you mind if your two orders were combined into one and shipped in the same package?
If you don’t mind, please reselect all items and add them to your shopping cart, then place your order. Please double check your address and other details before submitting. After submission, please come to us before paying and we will reduce the price by XXX dollars for you. You can then refresh the page to confirm that the price has been reduced before proceeding with payment. You can also delete two previous orders that you have not paid for.
If you don’t want to place a new order, we’ll be happy to process your original two orders and ship them separately.
Thank you very much for your understanding. Happy shopping!
Good luck!
(your name)
9. Customs tax matters
Dear Sir/Madam,
We are happy to help you resolve your customs concerns. We understand that you are concerned that customs may impose additional charges on your order. However, we don’t think you need to worry too much about this.
In fact, most customs do not impose additional fees on items of similar size or price. However, frankly speaking, in rare cases, customs requires customers to pay import taxes or additional fees despite the item’s small size or low price. Therefore, we recommend that you visit your local customs office to inquire about specific regulations.
If you encounter any other questions, please feel free to contact us. We are always ready to help you.
Good luck!
(your name)
10. Unable to deliver problem
Dear Sir/Madam,
Sorry, we noticed that there is currently no express delivery service in your country/region.
However, if you agree to send your order to a neighboring country or region, we will still be happy to provide you with products and services. We would be extremely grateful for your understanding. If there is anything we can do for you, please let us know.
Best wishes!
(your name)
11. Wrong or missed shipment
Dear Sir/Madam,
We are sorry that we sent you the wrong package and promise to take immediate remedial measures.
First of all, we will send you the correct package as soon as possible. Secondly, we will provide you with XX discount coupons, which you can use in our store at any time. After you receive the wrong package from us, can you help us send it back? Postage costs are our responsibility. What do you think of this solution? If there is anything we can do for you, please feel free to contact us. We apologize for any inconvenience this may cause you. Thank you very much for your understanding.
Good luck!
(your name)
12. Customs clearance matters
Dear Sir/Madam,
We have been paying close attention to your order and found that your package has been detained at Guangzhou Customs for several days and needs to be cleared. We are deeply sorry for this.
Can you help solve this problem? According to Amazon and customs regulations, you need to hold the 18-digit valid ID of the recipient (written on the package) for customs clearance. Hope you can receive the package as soon as possible. If there is anything we can do for you please let us know, we would be grateful.
Good luck!
(your name)
13. Reminder email
Dear (customer name),
We have conducted transactions a few days ago, and you purchased XXX (product name) from us. We thank you very much for your favor and hope you are satisfied with us. Details of our last transaction are as follows:
Product name: XXX
Product number: XXX
Total transaction price: XXX
If you are now satisfied with the use of our products and our professional services, please click (link to review website: XXXXXX) and take a minute to leave us a positive review.
Per eBay rules, buyers and sellers have the right to submit feedback and comments to each other within 60 days. Now that we have received your positive feedback, we are still looking forward to hearing from you. The deadline is just days away.
If you have any questions, please feel free to tell us and we will try our best to satisfy you.
In addition, leaving feedback is a very important part of the transaction and motivates our sellers to provide better goods and services. As long as you leave us a positive review, you will receive many offers, such as…
Thank you again. Hope you enjoy doing business with us.
Sincerely yours
(your name)