During the transaction process, when the customer applies for cancellation of the order, the customer service staff shall communicate with the customer in a timely manner about the reason for cancellation of the order, pay attention to avoid the situation that the transaction is not completed, and choose to agree to cancel the order or refuse to cancel the order according to the specific circumstances. Therefore, in this process, the communication between the customer service staff and the customer is particularly important.
范文
Dear Sir/Madam,
We receive an order cancellation request from you. We accept the cancellation, and please choose "I don't want the products" for canceling reason. If anything we can help you, please kindly let us know.
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Hi XXX,
We have accepted the cancellation. Just a reminder: normally you will receive the refund in 3-15 business days. By the way, could you please kindly help us to get a positive feedback at your convenience?
Thanks for your kindly cooperation and supports in advance.
Best regards!
However, not all requests for cancellation of orders can be agreed. For example, the seller has already shipped the goods. In this case, the customer service staff needs to explain to the customer why the order cannot be canceled and propose a solution, hoping to gain the customer’s understanding. Please feel free to contact us.
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Dear XXX,
We received your order change request but we are sorry to inform you that it is too late to change, because we already have arranged the shipment for you.
Please kindly check whether you can use the item at your end. If really not, please submit “Return & Refund”request so that we can return the money back to you provided the goods are intact.
Best regards!
范文
Dear XXX,
Thanks for your order. However, the product you selected has been out of stock. Would you consider whether the following similar ones are also ok for you?
http://www.XXXXXXXXXXX.com
http://www.XXXXXXXXXXX.com
If you don’t need any other item, please apply for “cancel the order”. And please choose the reason of“Buyer Ordered Wrong Product”, In such In this case, your payment will be returned in 7 business days.
Sorry for the trouble and thanks so much for your understanding.