A common complaint in the cross-border e-commerce industry is that customers have not received their goods for a long time. Before sending a letter, the customer service staff should first obtain the latest status of the order package from the logistics company and verify the customer’s complaint. Then, they should respond to the customer’s request for the time it took to receive the goods. Generally speaking, we can divide the time into two situations: 20 to 30 days and more than 30 days.
(1) If the customer indicates that he/she has not received the goods for 20 to 30 days, the customer service staff can explain to the customer in the letter that the international logistics transportation time is long and hope that he/she can wait patiently. The customer service staff can also explain that if the goods have not been received for more than 30 days, the customer service staff can re-ship the goods or refund the full amount.
(2) If the customer indicates that he/she has not received the goods for more than 30 days, the customer service staff can express in the letter that they can re-ship the goods or refund the full amount, hoping to gain the customer’s understanding.
For details, please refer to the following sample letter.
范文——20~30天未接收到货的
Dear customer,
Thanks for your contacting. We’re so sorry that you still haven’t received your item.
We have checked our records and found that your item was shipped out on May 23rd. It should have reached you. But the shipping time is slow recently due to the strict customs inspection.
Anyway, we will contact our carrier about your case and then keep you posted.
Please accept our sincere apologies again for any inconvenience it may cause. We appreciate your understanding and patience.
范文——30天未接收到货
Dear customer,
We’re so sorry that you still haven’t received your item. Please don’t worry we have the 30 days money back guarantee.
Now we will consider this package as lost, just wonder if you want us to resend a new replacement for you ( We will reconfirm your address ) or just want your full money back.
Please accept our sincere apologies again for the inconvenience caused.
We will await your reply. Very appreciate your understanding and patience.
Kind regards.