Due to the long time and long transportation distance of cross-border logistics, goods are easily affected by moisture, mildew, stain, rust, etc. during transportation, or damaged due to rough handling or other factors during loading and unloading, causing customers to file complaints after signing for the goods. In this case, if it is not caused by the company’s goods packaging, the customer service staff should first apologize to Zicheng, then explain to the customer in a polite way that the damage to the goods is caused by logistics and transportation, and then express that a certain amount of money can be given to compensate the customer’s loss, requesting the customer’s understanding and canceling the dispute application. For details, please refer to the following sample.
范文
Hi XXX,
I am so sorry for the goods damaged during delivery. Our products are in high quality and strict inspection before shipping. However, the goods in transportation is really out of control.
We will pay more attention to transportation and packing.
As a gesture of goodwill, we give you a refund $ 5 as a compensation.
Hope you cancel the dispute. Because it’s affecting so badly to my store.
Thanks for your kind understanding.
Have a nice day.
范文
Dear XXX,
Due to circumstances beyond our control, we feel deeply sorry that the goods was damaged by rough handling. We will forward this serious issue to the courier and will urge them to improve the rough handling problem. However, it would be difficult for us to accept your request of a full refund, as obviously it’s the carrier’s fault.
But since you are our esteemed customer, we will give you $ 5 to make up some of your loses.
We sincerely hope you will understand that both of us are the victims from this delivery problem.
Please cancel the dispute. as it’s hurting badly to our store. Thank you for your kind understanding.
Best wishes.
范文
Dear XXX,
We are very sorry for the damage of the goods. We have carefully inspected the goods and packaged them with strong materials before shipment. Would you please close the dispute if we resend the goods to you with a much more secured wrapping? Please reply to us ASAP.
We would love to solve this problem at your best interest.
Thank you so much. Looking forward to your earliest reply.
Have a good day.
If it is found that the damage of the goods is caused by the seller’s failure to use strong packaging materials, the seller needs to accept the customer’s request for refund and give compensation. For details, please refer to the following sample.
Dear XXX,
We are so sorry for the inconvenience caused.
We will agree your claim and give you money back.
I hope you could do me a favour to drop the dispute. It is very important to us. We strive to give you the best products and excellent customer service.
Please kindly understand the transport is out of our control.
Thank you very much in advance.
Best regards.