How to deal with the situation that cross-border e-commerce goods cannot be shipped without free shipping

In cross-border e-commerce transactions, customers often encounter situations where goods cannot be shipped via free shipping. This is usually because the delivery address is located in a remote area. When dealing with this situation, merchants can improve customer satisfaction while protecting their own interests through clear communication. Here is an effective response template for this question.

Reply template

Dear Customer,

Thank you for choosing our product. We are sorry that since the address you provided is in a remote area, we are unable to provide free shipping services. In order to ship to you as soon as possible, you need to pay an additional shipping fee of $10, or you can apply for a full refund.

We apologize for any inconvenience caused. Please tell us which solution you prefer.

Thank you!

Fashion Garment Ltd. (Seller ID)

This template is not only concise and clear, but also effectively conveys information to avoid customer misunderstandings, thereby improving customers’ shopping experience. In this way, merchants can maintain good customer relationships while ensuring transactions are completed.