Customers report that they have not received the goods, which is generally divided into the following situations: package delivery error, package loss, customs detention, etc. For this type of feedback, customer service staff must first stabilize the customer’s emotions, tell the customer that they can contact themselves if they have any questions, and advise them not to cause disputes because this will affect the overall score of the store. Then, the customer service staff will give a solution to the problem based on the specific situation.
If the customer has not received the goods, but the package status shows that it has been delivered, the customer service staff can suggest that the customer go to the local post office or logistics company with the express delivery number to understand the specific situation. If the customs is detained, the customer service staff should first understand the reason for the customs detention. If it is not that the seller missed some customs clearance documents, but that the customer needs to pay certain taxes, the customer service staff should state it clearly in the email. For details, please refer to the following sample article. You may contact us at any time.
Send us a message via the mail service.
Your goods have arrived in your country and were signed. If you haven’t received it, please contact the local post office with the tracking number. Thank you for your understanding.
The package left China and the customer said he didn’t receive the goods.
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 XX 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 We apologize for the inconvenience. Your understanding is greatly appreciated. Best regards! 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 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.
范文一一失件
Dear valued customer,
Your item(s) has/have been shipped on 10 January,2019, however, the The shipping carrier has lost the package. At this point we would like to offer you two options. We can either resend you the item or provide you with a full refund. Please let us know which you prefer.
We are sorry for any inconvenience this may have caused.
Thank you.
范文一一The goods were delivered, but the specific address of the delivery is inconsistent with the consignee. Please verify again
Dear valued customer,
Your package was delivered to the address that you have provided. Here is the shipping receipt (Please see the attachment). Please check your local post office, or contact any family member or neighbor who might have signed for your package.
If you have not yet received your package, please feel free to contact us directly. Thank you.