速卖通客户回复

1、及时回复很重要——经常检查注册邮箱，并在买家发送询盘的24小时内回复最有效果！

2、回复内容要专业和完整——3C原则

3、格式要规范——别忽略问候语，结束语等细节

速卖通为大家精心整理了系列回复模板，顶到20楼后放出，大家给力啊！

详细回复技巧：

1.回复时间注意事项：

今日事今日毕，24小时内回复询盘——欧美发达国家买家下单高峰期在美国时间8点到13点之间，也就是北京时间23点到凌晨3点之间，所以必须当天回复，在睡梦中订单就会悄然来袭啦

注：如果不能回复询盘一定要给客户一个回应，告诉他已经收到询盘，目前不能回的原因和什么时候能够给客户答复。

2.回复原则——3C原则

Clearness(清楚)

Concisenes(简洁)

Courtesy（礼貌）

3.案例分析

第一回合

（1）需要思考的问题：

专业度 professional (多了解自己的产品，在每一封邮件中体现您的专业度)

满足需求度 meet demands

体现诚意 show your sincereity

（2）回复邮件注意点

规范的格式（paragraphy, capitalization,spelling ,grammer…）

问候语——礼节、呼应

有问必答——某些问题暂时不能回答，要给客户解释原因，切忌避而不答

重点突出，意思明确

落款——要有完整称呼

第二回合

专业报价——完整且有针对性

专业图片——清晰、方便浏览和接收

问清客户需求——节省双方时间和精力

语气——会影响全局，要有礼貌

几个回合后

客户来邮件后

客户有多个问题 一一作答，条理清楚

客户提出的专业问题尤其不能避而不答

涉及到产品证书、质量等级的问题最好主动提及

减少邮件往来的回合，提高效率

4.公司介绍

公司介绍怎么写？三行最适合且要有独特的卖点，放在开始和结尾都是可以的

公司介绍三行 How long? When？ What？

5.讨价还价

第一次报价给自己适当留有空间

价格的合理性

与竞争对手相比

其他选择方案

6.无法满足对方需求时

一定要注意语调＋给出解决方案

总结

意识决定行为

重视你的每一客户，24小时内回复

赢在服务

注意沟通的语气和诚意，内容专业

细节很关键

仔细阅读客户邮件中每一句话，和每一封邮件

提醒买家尽快付款模板

Dear Abdullah,

Have a nice day!

We appreciated your purchase from us. However,we noticed you that haven't made the payment yet. This is a friendly reminder to you to complete the payment transaction as soon as possible. Instant payments are very important; the earlier you pay, the sooner you will get the item.

If you have any problems making the payment,or if you don't want to go through with the order,please let us know.We can help you to resolve the payment problems or cancel the order.

Thanks again!Looking forward to hearing from you soon.

关于荷兰邮政小包

Dear buyer,

We send your parcel through Post NL(Netherlands) Parcel.Because of the battery.It will send to Netherlands first ,then send to your country.before send to Netherlands,there may will not have tracking message on the web, so please wait 5 more days ,the tracking message will update soon and your will get it soon.

Best regards,

Alice Yang

Dear X,

We appreciate your order from us.

You have chosen one of the bestselling products in our store.

It’s very popular for its good quality and competitive price. Right now, we only have X lots of the X colors left.

We would like to inform you that this product has a high risk of selling out soon.

We noticed that you hadn’t finished the payment process for the order.

We’d like to offer you a 10% discount on your order, if you purchase now, to ensure that the product doesn’t sell out. We will ship your order within 24 hours once your payment is confirmed.

If you need any help or have any questions, please let us know.

Best Regards,

(your name)

PS: We are one of the biggest suppliers on AliExpress. With more than 3 years’ experience in world trade, we are able to provide the best prices, the highest quality and the superior service. We inspect our products before shipping them out and provide a 1 year warranty for all products. We promise to give you a full refund if the products are not as described.

If you have any questions, please contact us; we are happy to help you.

催促下单，库存不多

Dear X,

Thank you for your inquiry.

Yes, we have this item in stock. How many do you want?

Right now, we only have X lots of the X color left. Since they are very popular, the product has a high risk of selling out soon.

Please place your order as soon as possible.

Thank you!

回应买家砍价

Dear x,

Thank you for your interests in my item.

I am sorry but we can’t offer you that low price you asked for.

We feel that the price listed is reasonable and has been carefully calculated and leaves me limited profit already.

However, we’d like to offer you some discounts on bulk purchases.

If your order is more than X pieces, we will give you a discount of xx% off.

Please let me know for any further questions. Thanks.

因为周末导致回复不够及时,先表示歉意，因为错过了最佳24小时回复时间所以可通过主动打折的方式赢取客户。

Dear X,

I am sorry for the delayed response due to the weekend.

Yes, we have this item in stock. And to show our apology for our delayed response, we will offer you 10% off.

Please place your order before Friday to enjoy this discount. Thank you!

Please let me know if you have any further questions. Thanks.

选择escrow，提醒折扣快结束了

Hello X,

Thank you for the message. Please note that there are only 3 days left to get 10% off by making payments with Escrow (credit card, Visa, MasterCard, moneybookers or Western Union).

Please make the payment as soon as possible. I will also send you an additional gift to show our appreciation.

Please let me know for any further questions. Thanks.

合并支付及修改价格的操作

Dear X,

If you would like to place one order for many items, please first click "add to cart", then “buy now”, and check your address and order details carefully before clicking “submit”. After that, please inform me, and I will cut down the price to US$XX. You can refresh the page to continue your payment. Thank you.

If you have any further questions, please feel free to contact me.

订单超重导致无法使用小包免邮的回复

Dear X,

Unfortunately, free shipping for this item is unavailable;

I am sorry for the confusion. Free Shipping is only for packages weighing less than 2kg, which can be shipped via China Post Air Mail.

However, the item you would like to purchase weighs more than 2kg.

You can either choose another express carrier, such as UPS or DHL (which will include shipping fees, but which are also much faster).

You can place the orders separately, making sure each order weighs less than 2kg, to take advantage of free shipping.

If you have any further questions, please feel free to contact me.

海关税 (customs tax)

Dear X,

Thank you for your inquiry and I am happy to contact you.

I understand that you are worried about any possible extra cost for this item. Based on past experience, import taxes falls into two situations.

First, in most countries, it did not involve any extra expense on the buyer side for similar small or low-cost items.

Second, in some individual cases, buyers might need to pay some import taxes or customs charges even when their purchase is small. As to specific rates, please consult your local customs office.

I appreciate for your understanding!

已发货并告知买家

Dear X,

Thank you for shopping with us.

We have shipped out your order (order ID: xxx) on Feb. 10th by EMS. The tracking number is xxx. It will take 5-10 workdays to reach your destination, but please check the tracking information for updated information. Thank you for your patience!

If you have any further questions, please feel free to contact me.

Best Regards,

(Your name)

发货通知 无单号的

Thanks for your purchase. we're writing to tell you that your items had been shipped by Airmail on 6th/Aug. from

Hong Kong to:

Hoc Pham

2715 Sedgemoor Dr

Grand Prairie, TX 75052

United states

Normally it need take 10-20 business days to reach you, I'm sorry that there is no tracking number from Airmail, but it would arrive at you safe and sound. So your patience will be highly appreciated. Any further needs just feel free tocontact us.

kind regards

发货通知 重发的

Thanks for your cooperation and patience. we're writing to tell you that your new replacement had been shipped by Airmail on 27th/Jul. from

Hong Kong to:

Thu-Thao Nguyen

1180 N Cherry Way

Anaheim, CA 92801-2023

United States

Normally it need take 15-20 business days to reach you, I'm sorry that there is no tracking number from Airmail, but it would arrive at you safe and sound. So your patience will be highly appreciated. Any further needs just feel free to contact us.

kind regards

发货通知 有单号

（新加坡）

Thanks for your business. we're writing to tell you that your items had been shipped by Airmail on 28th/Jul. from Hong Kong to:

Masao Murakami

18, Aza Kitakawahara

Shiroisi-City Miyagi 980-0262

Japan

81-224-25-2757

Normally it need take 15-20 business days to reach you, here is the tracking number: RF024969956SG you can just track it on http://www.singpost.com/ra/ra_article_status.asp. Your patience will be highly appreciated. Any further needs just feel free to contact us.

kind regards

（）

Thanks for your business. We're writing to tell you that your items had been shipped by Airmail on 18th/Sep. From Hong Kong to:

Angelos Platis

Akti Ionias 20

Piraeus, Athens

18755

Greece

Normally it need take 15-20 business days to reach you, here is the tracking number: RT094722693HK you can just track it on http://app3.hongkongpost.com/CGI/mt/enquiry.jsp. Your patience will be highly appreciated . Any further needs just feel free to contact us.

kind regards

留评后，去信:

Thanks for your business and postive feedback, we have just left the postive feedback for you. We will look forwards to your next business with us. Any further needs just feel free to contact us.

kind regards

取消交易

Thanks for your contacting.Sorry for our later replay,we just cancel the order about item #260542651562,please just aet the request we sent.Thanks advance!Any further needs just feel free to contact us.

kind regards

30天未收到货

We're so sorry that you still haven't received your item. Please don't worry we have the 30days 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 apology again for such a mess or any inconvenience it may cause. We will await your reply. Very appreciate your understanding and patience.

kind regards

20到30天期间未收到货的

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 日期, it should have reached you. Now we will contact our carrier about your case and then keep you posted. Please don't worry we have the 30days money back guarantee. If you could receive it before 日期,we will consider this package as lost, Will resend a new replacement for you or fully refund you, please accept our sincere apology again for such a mess or any inconvenience it may cause. We will await your reply. Very appreciate your understanding and patience.

kind regards

超过20天到无穷未收到货

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 日期, it should have reached you. But 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 apology again for such a mess or any inconvenience it may cause. Very appreciate your understanding and patience.

kind regards

确认地址

Thanks for your business and quick payment, we just want to confirm your shipping address by now. Could you please tell us which address below you prefert us to send you to:

地址一

or

地址二

Please get us back about that confirmation. Your items will be dispatched out once we get your reply. Very appreciate your time and cooperation.

kind regards

假装海关退回

Today we received your package returned by the post office. There're some reasons for it accroding to our carrier. It's perhaps refused by the customs or the shipping address is incorrect one. Could you please just reconfirm your address and then we will rearrange your package. Please just accept our sincere apology for such a trouble. Just tell us if you don't want to try the second time again then we will fully refund you. We will await your reply. Very appreciate your time and cooperation.

kind regards.

假装被海关扣住

Today we received an notifications from our carrier. Parts of our packages had been held by Customs according to them. But they couldn't offer us the lists of whose packages were held. Please accept our sincere apology for such a mess. We just wonder if you have received your package? And please contact us as soon as possible. Please don't worry if your package was unfortunately held by Customs and we would like to rearrage your order or fully refund you. Will await your reply. Thanks for your cooperation.

kind regards

重发或退款

Thanks for your contacting.

We had confirmed the problem with our carrier. Please accept our sincere apology for such a problem.

Just wonder if you would like to accept a new replacement or you just want your full money back.

We will await your reply then. Very appreciate your understanding and time.

kind regards

兴趣卖家

Thanks for your interests

Any further interests in other products or deals please just feel free to contact us again then.

kind regards

批发卖家

Thanks for your great interests in our products. Actually we did offer disount for wholesales deals.

Recommeding lists for the products you need had been sent to your mail address:客户邮箱.

Please just check your email. Actually the price we offer is only for trasaction through Paypal instead of eBay due to high eBay Final Value Fees. Any further interests in other products or deals please just feel free to contact us again then.

kind regards

断货 (out of stock)

Dear X,

We are sorry to inform you that this item is out of stock at the moment. We will contact the factory to see when they will be available again. Also, we would like to recommend to you some other items which are of the same style. We hope you like them as well. You can click on the following link to check them out.

http://www.aliexpress…

Please let me know for any further questions. Thanks.

缺货参考版(多缺一)

Thanks for your quick payment, but we're sorry to tell you that one of your item 产品号 is not in stock now.

Just wonder if you want to change another similar 产品名 with different styles. The photos had been sent to your mail address:客人邮箱. Just choose one to replace the one not in stock or you just want your money back. We will await your reply. Please accept our sincere apology for such a problem.

Any further needs just feel free to contact us.

kind regards

缺货参考版(一缺一)

Thanks for your quick payment, but we're sorry to tell you that your item 产品号 is not in stock now. Just wonder if you want to change another similar 产品名 with different styles. The photos had been sent to your mail address:客人邮箱. Just choose one to replace the one not in stock or you just want your money back. We will await your reply. Please accept our sincere apology for such a problem.

Any further needs just feel free to contact us.

kind regards

缺货参考版(断货版)

Thanks for your quick payment, but we're sorry to tell you that your item #产品号 is not in stock now. Just wonder if would accept a full refund or new replacement. Please accept our sincere apology for such a problem. We will await your reply. Please accept our sincere apology for such a problem.

Any further needs just feel free to contact us.

kind regards

质量问题，需要拍照的

Thanks for your contacting, we're sorry to heard such a trouble from you. Just wonder if it's possible for you could take some photos to show the situations you met. So that we will contact our supplier with them as a proof. Please just send the photos to our mail address:所在客服邮箱carrielee "at" goodhlx "dot" com (As dhgate restrict,"at" and "dot" should replaced by the corresponding symbol.Thank you!)

Will await your reply.. Will await your reply.

kind regards

质量问题，不需要拍照的

Thanks for your contacting, we're sorry that your met such a problem. Actually every item was tested before they were sent, so it should work well. Anyway, would you like to check your 检查的内容 again. And please get me back if it still doesn't work. Then we will give you a solution satisfied you. We will await your reply. Very appreciated your patience and coporation.

kind regards

已经退款

We're writing to tell you that we have just done the refund for you as our promised.

Here is the refund id:76650563BD911835M, please just check it with your Paypal account. Please accept our sincere apology again for such a mess.

Anyway, we hope our next business in future. Any further needs just feel free to contact us.

kind regards

确认产品质量问题，询问重发或者退款、

Thanks for your cooperation. We had confirmed the problem with our supplier. Please accept our sincere apology for such a problem. Just wonder if you would like to accept a new replacement or you just want your full money back.

We will await your reply then. Very appreciate your understanding and time.

kind regards

答应重发

Thanks for your patience and cooperation, we will arrange your order today and then will inform you once we shipped out your package. Any further needs just feel free to contact us.

kind regards

客人感谢我们的交易的

Thanks you for your reponse, We look forwards to doing business with you in future. . Please leave the 5-star postive feedback for us if you're satisfied with our service.

Any further needs just feel free to contact us.

kind regards

提醒买家尽快付款模板

Dear Abdullah,

Have a nice day!

We appreciated your purchase from us. However,we noticed you that haven't made the payment yet. This is a friendly reminder to you to complete the payment transaction as soon as possible. Instant payments are very important; the earlier you pay, the sooner you will get the item.

If you have any problems making the payment,or if you don't want to go through with the order,please let us know.We can help you to resolve the payment problems or cancel the order.

Thanks again!Looking forward to hearing from you soon.

Dear X,

We appreciate your order from us. You have chosen one of the bestselling products in our store. It’s very popular for its good quality and competitive price. Right now, we only have X lots of the X colors left. We would like to inform you that this product has a high risk of selling out soon.

We noticed that you hadn’t finished the payment process for the order. We’d like to offer you a 10% discount on your order, if you purchase now, to ensure that the product doesn’t sell out. We will ship your order within 24 hours once your payment is confirmed. If you need any help or have any questions, please let us know.

Best Regards,

(your name)

PS: We are one of the biggest suppliers on AliExpress. With more than 3 years’ experience in world trade, we are able to provide the best prices, the highest quality and the superior service. We inspect our products before shipping them out and provide a 1 year warranty for all products. We promise to give you a full refund if the products are not as described.

If you have any questions, please contact us; we are happy to help you.

催款信1

Thanks for your business. But we still await your payment regards this order. Just wonder if you met some troubling when checking out. Please just contat us then if so. We will wait your reply for this. Very appreicate your understanding and time.

kind regards

催款信2

Sorry to bother you again. But we still haven't received your payment for a long time. Just wonder if you would like to change you mind and cancel this order or you will pay it shortly. We're sorry but this latter is the last notification. before we resolve this problem with eBay and we hope you can understanding. We will still look forwards to receive any of your reply about this.

Kind regards

sorry to bother you again.But we still haven't received your payment for a long time. Just wonder if you click by mistake and want to cancel this order or you will pay it shortly.Please just contat us then as soon as possible. We will wait your reply for this. Very appreicate your understanding and time.

kind regards

物流遇到问题

Dear X,

Thank you for your inquiry; I am happy to contact you.

We would like to confirm that we sent the package on 16 Jan, 2012. However, we were informed package did not arrive due to shipping problems with the delivery company. We have re-sent your order by EMS; the new tracking number is: XXX. It usually takes 7 days to arrive to your destination. We are very sorry for the inconvenience. Thank you for your patience.

If you have any further questions, please feel free to contact me.

Best Regards,

(Your name)

Notifications:延迟发货

The Chinese traditional Spring Festival is coming. The Hong Kong post will be on vacation during 13th/Feb to 18th/Feb. So in these days, we will:

1. All orders placed during 13th/Feb to 18th/Feb will be shipped out on 19th/Feb.

2. Our customer service team will work without any influences, we will reply your emails within 24 hours as normal.

3. After 19th/Feb anything will work as usual.

Your understanding and cooperation will be highly appreciated.

From eBay seller:账号名称

因为物流风险，卖家无法向买家国家发货时给出的回复

Dear X,

Thank you for your inquiry.

I am sorry to inform you that our store is not able to provide shipping service to your country. However, if you plan to ship your orders to other countries, please let me know; hopefully we can accommodate future orders.

I appreciate for your understanding!

冰岛火山影响

We regret to inform you that your item may be delayed on the delivery for the volcanic explosion in south Iceland. Owning to this volcanic explosion, airlines to Europe have to been cancelled, and many airports also have been closed, which directly caused the shipping delivery delayed. This also has effect on the airline in Europe. You can read more detailed news in these links below:

http://www.royalmail.com/portal/rm/content1?catId=112300784&mediaId=3800088#1600082

We appreciate your understanding and patience. We will keep tracking the information, and try our best to offer you any help. Any further needs just feel free to contact us.

Kind regards

物流延误

Dear Buyer ,

Have a nice day !

We would like to confirm that we sent the package on 2013-09-21 . via China Post Air It usually takes 20-25 days to arrive to your destination.

If you don't get in within 35days ,pls contact us .

we will offer you a good solution for your Lost

We are very sorry for the inconvenience.

Thank you for your patience.

Best Regard

If you have any further questions, please feel free to contact me.

Dear Customer,

Thank you for your purchase and prompt payment. China will be observing a public holiday from October 1st through October 7th. As such, all shipping services will be unavailable during this time and may cause a delay in the delivery of your item for several days.

We will promptly ship your item when the post office re-opens on October 8th. If you have any concerns, please contact us through eBay message. Thank you for your understanding and patience.

Yours Sincerely.

the seller ID

the seller store URL

Dear Customer,

Thank you for purchasing (item ID or item title). Please note that this item is coming overseas from China, so the shipping may take longer than domestic shipping. We will ship the item out promptly after receipt of payment. Please refer to the estimated delivery time chart in the item description to estimate your item’s arrival time. Your satisfaction is our priority. If you have any concerns, please contact us through eBay message. Thank you for your understanding and patience.

Yours sincerely.

the seller ID

the seller store URL

Dear Customer,

Thank you for purchasing an item from our store. We are sorry to inform you that the delivery of your item may be delayed due to Hurricane Sandy.

We shipped your item (white cotton T-shirt) on Dec.3rd but unfortunately, we were notified by the post office that all parcels will be delayed due to this natural disaster.

Your patience is much appreciated. If you have any concerns, please contact us through eBay message so that we can respond promptly. Our thoughts are with you.

Yours Sincerely.

the seller ID

the seller store URL

ear Customer,

Thank you for purchasing (item ID or item title).We have received your payment on Dec 16. For your reference, the postal tracking number is below:

No.RR725377313CN

Status: departure from outward office of exchange

Ship-out Date: 2011-12-17

Standard ship times are approximately 7-15 business days, however with increased holiday demand, there may be a delay in international parcel delivery times. We promise a full refund including original shipping charge if the item is not delivered 30 days after receipt of payment. Your satisfaction is our utmost priority; please contact us if you have any concerns.

We apologize for any inconvenience. Your understanding is greatly appreciated.

Sincerely,

(seller)

the seller ID

the seller store URL

Dear Customer,

Thank you for purchasing (item ID or item title).We have received your payment on Dec 16. For your reference, the postal tracking number is below:

No.RR725377313CN

Status: departure from outward office of exchange

Ship-out Date: 2011-12-17

Standard ship times are approximately 7-15 business days, however with increased holiday demand, there may be a delay in international parcel delivery times. We promise a full refund including original shipping charge if the item is not delivered 30 days after receipt of payment. Your satisfaction is our utmost priority; please contact us if you have any concerns.

We apologize for any inconvenience. Your understanding is greatly appreciated.

Sincerely,

(seller)

the seller ID

the seller store URL

询问发运fee

Thanks for your contacting. Actually we offer this item for free shpping by Airmail!! Also it need take 15-20 business days to reach Australia. Sometimes it take longer due to the strict Customs inspection. Any further needs just contact us then.

Best Regards

客户告之收到产品

Thanks for your patience and coporation.We regret that the item was delayed due to the volcanic explosion in south Iceland.wning to this volcanic explosion, airlines to Europe have to been cancelled for weeks.Anyway,we great to hear that it arrived safe.We look forwards to doing business with you in future. . Please leave the 5-star postive feedback for us if you're satisfied with our service.

Any further needs just feel free to contact us.

建议挂号

Thanks for your contacting. It is free to ship the item to Norway! You just pay 4.79USD.Also we offer the insurance service 2usd for choose,Any further needs just feel free to contact us.We await your reply.

Kind regards

兴趣买家

Thanks for your great interests in our products.We did offer disount for wholesales deals,18USD for 5pcs covers,total is 36USD for two lot,including registered mail shipping fee to 国家名. Actually the price we offer is only for trasaction through Paypal instead of eBay due to high eBay Final Value Fees. Here is our paypal account: *******************. Any further need please just feel free to contact us then.

kind regards

怎么留评

Thanks for your business!Yeah,you can leave a feedback as follow:

1.Enter your ebay account

2.Click 'Summary',in your 'buy' list, you can find 'Won',

3.Search the item you buy from us.

4.And then you can find 'leave feedback'

We will look forwards to your next business with us. Any further needs just feel free to contact us.

kind regards

未收到答应退款

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 31th/Mar, it should have reached you. But 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. If you have not receive your items on 13th/May,we will consider this package as lost then give your full money back.please accept our sincere apology again for such a mess or any inconvenience it may cause.We are waitting for your reply.

kind regards

Thanks for your contacting. We're sorry to tell you that we have not received the last mail from you.We have just done the refund for you as our 30days money back guarantee promised. Here is the refund id:1WK595771T039471S, please just check it with your Paypal account. Please accept our sincere apology again for such a mess. Anyway, we hope our next business in future. Any further needs just feel free to contact us.

kind regards

货物损坏 重发收包装费

Thanks for your contacting, we're sorry for the terrible international transport. Please accept our sincere apology for such a problem. So, we would like to offer your a new item and ship it for free! Also,we will pack in a carton case,it need cost your 2USD,to avoid the item cracked again.Is that be ok? Hope your reply.

Best Regards

海关严查

Thanks for your contacting. Sorry for our later reply. Actually ,your items had been shipped by Airmail on 3rd/May. from

Hong Kong to:

marvin silva

1078 hancock ave

franklin square, NY 11010

United states

Normally it need take 10-15 business days to reach you, but some times it may be delay by the customs strict inspection,I'm sorry that there is no tracking number from Airmail, but it would arrive at you safe and sound. Now it will be arrive soon. So your patience will be highly appreciated.Any further needs just feel free to contact us.

kind regards

Thanks for your business. We hope to serve your better, enjoy your ebay bidding! Any further needs just feel free to contact us.

Best regards

退款

Thanks for your contacting, we're sorry for the terrible international transport. Actually, your item has been shiped 18th/Apr.Anyway, it is nearly a month you do not receive your items.Please accept our sincere apology for such a problem. So, we're writing to tell you that we have just done the refund for you as our promised. Here is the refund id:61G88856UW552871E, please just check it with your Paypal account. Please accept our sincere apology again for such a mess. Anyway, we hope our next business in future. Any further needs just feel free to contact us.

kind regards

差评去信

We're sorry that you're unsatisfied with our shipping time. Anyway, we would like to solve this problem for you even if you have received it in 15 business days as our listing guarantee. Just wonder if you would accept the full refund for the late delivery. Will await your reply.

Best regards

Thanks for your quick response. We will refund you within 48hours. You know feedback is important to us, it will greatly affect our sales records. Since you're satisfied with our service now, would you like to change the feedback for us after or before our refund. Will await your reply.

Kind regards

Today we found that you had left a negtive feedback to us. We're sorry that you're unsatisfied with our service. Actually we had wrote you that your package have been shipped out ten days ago, and it need take more couples of days because it's internetional shipping. However, we don't receive the reponse from you but the neg feedback. You know lost package for international shipping is usual. So we hope you can understand our situation, it's what we can't control. And what we can do is refund or resend for you. We still look forwards to your quick reply regards this trouble.

Thanks for your cooperation and time.

Best regards

Today we found that you had left a negtive feedback to us,it is also means you're unsatisfied with our service. We're sorry for the terrible rude international transport. But, it's situation what we can't control.Would you please give us a chance to service you again? Just wonder if you would like to accept a new replacement or you just want your full money back. We will await your reply then. Very appreciate your understanding and time.

kind regards

等候付款

Thanks for your business. We will await for your payment and ship it out immediately once your payment is clear.Any further needs please just contact us then.

Best Regards

向买家发修改差评的要求.

http://pages.ebay.com/help/feedback/questions/remove.html

买家已留差评

Hello, my dear friend,

We've already tracked your order, you placed an order of laser pointer on Aug.26,and also resent you a replacement one on Sep.12,please trust me, we actually do this.

Normally it would take about 15-25 business days to get to you via Hong Kong Post Airmail, since it's peak holiday, sometimes it may delay for several days.

Also as we know that sometimes it's common losing package since of international transport, it’s uncontrollable.

But we always believe that good communication could solve everything, and as an honest and trustful seller, it’s our pleasure to service for you to handle every problems.

You could left your feedback because you're angry at the that time, but this is not the best way to solve problems, why not contact us at first and inform your situation in details.

As a seller, we all understand your feeling, but as a buyer, what did you do? All we need is respect from each other, not complaint or negative feedback.

Thanks for your time and kind regards!

如果买家希望提供样品，而贵公司不支持样品时，可以这样回复

Dear X,

Thank you for your inquiry; I am happy to contact you.

Regarding your request, I am very sorry to inform you that we are not able to offer free samples. To check out our products we recommend ordering just one unit of the product (the price may be a little bit higher than ordering by lot). Otherwise, you can order the full quantity. We can assure the quality because every piece of our product is carefully examined by our working staff. We believe trustworthiness is the key to a successful business.

If you have any further questions, please feel free to contact me.

Best Regards,

(Your name)

未付款订单指买家已经拍下商品，但尚未付款的订单

回复模板：

Dear X,

We appreciated your purchase from us. However, we noticed you that haven’t made the payment yet. This is a friendly reminder to you to complete the payment transaction as soon as possible. Instant payments are very important; the earlier you pay, the sooner you will get the item.

If you have any problems making the payment, or if you don’t want to go through with the order, please let us know. We can help you to resolve the payment problems or cancel the order.

Thanks again! Looking forward to hearing from you soon.

Dear X,

We appreciate your order from us. You have chosen one of the bestselling products in our store. It’s very popular for its good quality and competitive price. Right now, we only have X lots of the X colors left. We would like to inform you that this product has a high risk of selling out soon.

We noticed that you hadn’t finished the payment process for the order. We’d like to offer you a 10% discount on your order, if you purchase now, to ensure that the product doesn’t sell out. We will ship your order within 24 hours once your payment is confirmed. If you need any help or have any questions, please let us know.

Best Regards,

(your name)

PS: We are one of the biggest suppliers on AliExpress. With more than 3 years’ experience in world trade, we are able to provide the best prices, the highest quality and the superior service. We inspect our products before shipping them out and provide a 1 year warranty for all products. We promise to give you a full refund if the products are not as described.

If you have any questions, please contact us; we are happy to help you.

也可以通过提醒折扣到期，或者库存不多来刺激买家尽快下单

Please note that there are only 3 days left to get 10% off by making payments

Right now, we only have X lots of the X color left. Since they are very popular, the product has a high risk of selling out soon.

Dear Buyer,

Have a nice day!

We would like to confirm that we sent the package on 2013-09-21. Via China Post Air It usually takes 20-25 days to arrive to your destination.

If you don't get in within 35days, pls contact us.

We will offer you a good solution for your Lost

We are very sorry for the inconvenience.

Thank you for your patience.

Best Regard

If you have any further questions, please feel free to contact me.

退件重发：

Dear Customer,

Have a nice day !

Thank you for purchasing

We have tracked your order and find that there is no tracking information of it .

We are worried about that it maybe lost during transportation .

it takes time to get reply from post office .in order to guarantee the shipping time .

Would you pls accept we resend a new parcel for you right now

Your satisfaction is our utmost priority; please contact us if you have any concerns.

We apologize for any inconvenience. Your understanding is greatly appreciated.

Sincerely,

Ivy

Dear Customer,

Have a nice day !

We would like to confirm that we sent the parcel after your payment confirm.

However, we were informed package did not arrive due to shipping problems with the delivery company.

We have re-sent your order by China Post Air Mail,the new tracking number is: RB800797520CN.

It usually takes 25-30 days to arrive to your destination. We are very sorry for the inconvenience.

Thank you for your patience.

If you have any further questions, please feel free to contact me.

Best Regards,

Ivy

Dear GrandGenie ,

Thanks for your contacting in advance.

We have confirmed the information for you,but it is regret that we could not find any infor about it.May be the parcel have been lost.We feel so sorry about this.:-(

As to this matter,we have 2 solutions for you:

1.Give refund to you.

2.Resend it to you ASAP. by faster and safer shipping way.

The last solution all by your choice.We are so sorry about that!Please don't worry about your money.Please accept our sincere apologise .

Any question just feel free to contact us.

Look forward hearing from you soon.Thanks for your time and best regards.

Greenwon_intel

Dear buyer,

Good news!

I send the message to tell you ,the latest Offiical Data show:2013-12-11 17:55, UNIDADE TRAT INTERNACIONAL PARANA - CURITIBA/PR, Recebido/Brasil, Conferido

So I reject your dispute,I believe the goods will be send to you in a few days!

Could you close the dispute now?

We will await your reply. Very appreciate your understanding and patience.