Cross-border e-commerce customer service response strategy for handling unreceived goods and delivery notifications
In cross-border e-commerce transactions, customers often report that goods have not been received. This usually involves package delivery errors, package loss, customs seizure and other reasons. When customer service staff face such problems, they should first appease the customer and assure them that they will actively solve the problem to avoid unnecessary disputes and affecting the overall score of the store. Next, provide appropriate solutions based on the specific situation.
The customer did not receive the goods but the logistics showed that they had been delivered
When the customer states that the goods have not been received, but the logistics information shows that the goods have been delivered, the customer service can advise the customer to go to the local post office or logistics company and check the specific situation with the express delivery number. Please refer to the following sample essay:
Sample essay
Dear XXX,
Your goods have arrived in your country and was signed. If you haven’t received it, please contact the local post office with the tracking number. Thank you for your understanding.
After the package left China, the customer claimed that it was not received
If the package has left China but the customer still says it has not been received, you can refer to the following template to reply:
Sample essay
Dear friend,
We sincerely regret that you’ve yet received your shipment. As per the tracking information, your item is on the way to your country, which was left China on X X XX 2019.
Tracking No: XXXXXXX
Status: XXXXXXX
Shipped Date: XXXXXXX
Could you please kindly wait some more days? Standard shipping time is approximately 7-15 business days. We will help you trace your shipment at our end and keep you informed the updates.
Your satisfaction is our utmost priority. Please contact us if you have any concerns.
We apologize for the inconvenience. Your understanding is greatly appreciated.
Best regards!
After the package arrived at the sorting center, the customer claimed that it was not received
If the package has arrived at the sorting center but the customer has not received it yet, you can refer to the following template to reply:
Sample essay
Dear friend,
We are sorry to learn that your parcel is not yet arrived. Based on the tracking information, your item is already at the USPS Facility. Here is screenshot of the tracking information from the logistics company for your reference.
2019-06-04 20:47 CHICAGO,IL 60701, Arrived at USPS Facility
2019-06-03 17:22 ISC CHICAGOIL(USPS), Processed Through Sort Facility
2019-06-02 13:02 Origin Post is Preparing Shipment
Could you please kindly wait for a couple of days? If it still does not reach you, we will send you a new one or issue the full refund for you.
Your satisfaction is our utmost priority. Please contact us if you have any concerns.
We apologize for the inconvenience. Your understanding is greatly appreciated.
Best regards!
Customs seizure
In the case of being detained by customs, customer service needs to understand the reason for the detention and clearly inform the customer of the relevant taxes and fees that may need to be paid. Reference is as follows:
Sample essay
Dear valued customer,
Your order number: XXX, has arrived and is being held by Customs, which needs your clearance. Therefore, would you please do it? Please note that there might be VAT (value added tax) that you might have to pay.
If you have any questions, please feel free to contact us directly and we will be glad to assist you.
Thank you.
Notification after delivery of goods
When the system background shows that the customer has signed for the package, the customer service staff should promptly notify the customer and remind them to check whether the goods are intact and confirm receipt as soon as possible. Here is an example of a notification:
Sample essay
Dear customer,
The tracking information shows that you have received your package. Please make sure your items have arrived in well condition and then confirm satisfactory delivery.
If you are satisfied with our goods and service, we will really appreciate for a five-star feedback and positive comments you could give us.
If you have any problems, please contact us directly for assistance.
Thank you for your understanding and support.
Best regards.
The above are some suggestions for responses from cross-border e-commerce customer service when dealing with goods not received and delivery notifications. Hope this information helps you.