If the goods are still on the way for some reason and have not arrived for more than the specified time, or the goods are lost, these will cause the buyer to open a dispute. After opening a dispute, the seller should communicate with the buyer in a timely manner and resolve the dispute by refunding or re-delivering.
Sample 9
Dear Customer,
We sincerely regret that you haven't received your package. We have looked into this matter, and can share the following information about your order (No.XXXXX): Tracking No:XXXXXX Status:Xxxxxxx Shipped Date:XXXXXXX Standard shipping times are approximately 7-15 business days, however with increased holiday demand there may be a delay in international delivery times. We promise a full refund including original shipping charge if the item is not delivered in XXXX days after receipt of payment. 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,
(your name )
Sample 10
Dear Customer,
We sincerely regret that you haven't received your parcel yet. We can confirm that we sent your order on January 10, 2014; however, we were informed by the shipping company that the package has been delayed due to problems on their end. We can arrange reshipment or a full refund to you. Please let us know what is your preferred option and we’ll resolve this matter as quickly as possible. We apologize for the inconvenience. Your understanding is greatly appreciated.
Best Regards,
( your name )