During the transportation process, sellers may sometimes find that the wrong goods have been sent or the goods have been missed. At this time, the seller should take the initiative to apologize and ask for the customer’s understanding. In addition to exchanging or replenishing the goods, the seller can also comfort the customer by giving small gifts, coupons, etc. to enhance the customer’s shopping experience. The following is a sample email for customer service staff to communicate with customers about the wrong goods or missed goods.
Sample
Dear sir / madam,
We apologize for having sent you a wrong package, and promise immediately to make up for it.
Firstly, we will send you the right package as soon as possible. Secondly, we will send you an XX% off discount coupon, which you can use whenever you want in our store. Could you please help to send the wrong package back after receiving it? We are responsible for the shipping payment. What do you think of the solution? If there is anything we can do for you, do not hesitate to contact us. Please forgive us for the possible inconvenience. Your kind understanding will be greatly appreciated.
Best regards!
(Your name)
Reference translation:
Dear sir / madam,
We apologize for having sent you a wrong package, and promise immediately to make up for it.
Firstly, we will send you the right package as soon as possible. Secondly, we will send you an XX% off discount coupon, which you can use whenever you want in our store. Could you please help to send the wrong package back after receiving it? We are responsible for the shipping payment. What do you think of the solution? If there is anything we can do for you, do not hesitate to contact us. Please forgive us for the possible inconvenience. Your kind understanding will be greatly appreciated.
Best regards!
(Your name)
After you receive the wrong package from us, can you help us send it back? We will cover the postage. What do you think of this solution? If there is anything we can do for you, please feel free to contact us. We apologize for any inconvenience this may cause you. Thank you for your understanding.
Best wishes!
(Your name)
Sample
Dear sir / madam,
We apologize for having left out the item XXX, and promise to send it as soon as possible.
In order to make up for your inconvenience, we will send with the package a new product recently designed by us and good for your neck health. Please let us know before you submit a refund request. We can further discuss a satisfactory solution with you. If there is anything we can do for you, do not hesitate to contact us. Please forgive us for your inconvenience. Your kind understanding will be greatly appreciated.
Best regards!
(Your name)
Sample
Dear sir / madam,
We apologize for having left out the item XXX, and promise to send it as soon as possible.
In order to make up for your inconvenience, we will send with the package a new product recently designed by us and good for your neck health. Please let us know before you submit a refund request. We can further discuss a satisfactory solution with you. If there is anything we can do for you, do not hesitate to contact us. Please forgive us for your inconvenience. Your kind understanding will be greatly appreciated.
Best regards! We can discuss a satisfactory solution with you further. If there is anything we can do for you, please feel free to contact us. We apologize for the inconvenience. Thank you for your understanding.
Best wishes!
(Your name)