A. 付款階段

1: 買家未付款催單技巧 (Awaiting Payment)

Dear Valued Customer,

Thank you for your order. We have this item in stock, if you have any query for processing the payment of the order, please feel free to contact us. Thank you!

Store 888 or Seller ID

2: 款項正在審核階段 (Pending payment verification)

Dear Valued Customer,

Thank you for your order. Your payment is currently being processed and the parcel will be shipped to you as soon as your payment is confirmed. If you do experience any payment issues, please feel free to contact us! Thank you!

Store 888 or Seller ID

B. 訂單付完款后，發(fā)貨前 (Before shipping)

3: 買家下完單，但是缺貨斷貨，可推薦其他產(chǎn)品或者同意退款,詢問買家意見

Dear Valued Customer,

Thank you for your order. The item(s) you ordered is currently out of stock; however, you can select an item(s) of equal value, or request a refund. Please let us know which you prefer.

We look forwarding to hearing from you soon. Thank you.

Store 888 or Seller ID

4: 買家所在的國家地址較偏遠，不能包郵，需買家補運費 (Additional shipping fees)

Dear Valued Customer,

Thank you for your order. We are sorry that we cannot ship your item(s) via the free shipping method as the address you have provided is located in a remote area. In order for us to ship your item(s) to you as soon as possible, you will need to pay an extra $(付款金額), or you can request a full refund.

We are sorry for any inconvenience this may have caused. Please let us know which you prefer.

Thank you.

Store 888 or Seller ID

5: 買家選擇的是DHL發(fā)貨，但是賣家只能用E-郵寶或者小包發(fā)貨，詢問買家是否愿意接受？(Need to change the carrier)

Dear Valued Customer,

Thank you for your order. We are sorry that we cannot ship your item(s) via DHL（快遞商名稱) at this point. We can only ship your item(s) via Postal ePacket service（或者其他的貨運方式）which usually takes 10-15 business days for delivery. Please let us know as soon as possible if we should proceed with the ePacket shipping method.

We look forward to hearing from you soon.

Thank you.

Store 888 or Seller ID

6: 賣家不能正常發(fā)貨（例如春節(jié)長假），請買家同意延長備貨期 (Shipping extension)

Dear Valued Customer,

Thank you for your order. Please note that there will be shipping delays due to the national holidays and your order might not arrive in the expected time frame. We plan to extend the lead time. Would you please accept it?

Thank you for your understanding and patience.

Store 888 or Seller ID

C. 發(fā)貨后

7：賣家發(fā)貨了，告知買家發(fā)貨方式和查詢網(wǎng)址 (Provide tracking details after shipping)

Dear customer,

Thanks again for shopping with us.

Regarding your order number: xxx, we have shipped your item(s) via (DHL, EMS, E-packet) and the tracking number is xxx. Please check the tracking information by visiting 17track.net for shipping status updates. (附上跟蹤號及查詢網(wǎng)址，方便買家自主查件，有了物流信息，買家放松很多; 有效減少物流信息缺失而引起的糾紛；)

Please note, it will take 1-3 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us.

Thank you.

Store 888 or Seller ID

8: 物流信息異常或丟包，詢問買家是否同意重新發(fā)貨？(Order was lost in transportation, reship or refund)

Dear Valued Customer,

Your item(s) have been shipped on 10 January, 2015; however, the shipping carrier has lost the package as per the tracking information indicated by 17track.net. So at this point we would like to offer you two options: we can either resend you items or provide you with a full refund. Please let know which you prefer. We are sorry for any inconvenience this may have caused. Thank you.

Store 888 or Seller ID

9：貨物正常在途，請買家等待 (Order under normal shipping condition)

Dear Valued Customer,

Regarding your order number: xxx, we have sent out your item(s) via (DHL, EMS, E-packet), and the tracking number is xxx. Please check the tracking information by visiting 17track.net. Your package is on route and will take between 5-25 days to be delivered.

Best Regards!

Store 888 or Seller ID

10: 貨物到達買家海關(guān)，請買家去清關(guān)（確認買家需要交關(guān)稅的情況,一般查詢信息顯示在到達目的地國家或者在海關(guān)時需要）(Pending destination country’s customs procedure)

Dear Valued Customer,

As for your order number: xxx, your item has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note that there might be VAT (value added tax) that you might have to pay. Please click here to view the package status here. 17track.net

If you have any questions, please feel free to contact us directly and we will be glad to assist you.

Thank you.

Store 888 or Seller ID

11: 貨物妥投，但是妥投的具體地址和簽收人不一致，請買家再次核實 (Delivered but buyer claim non-received of the parcel)

Dear Valued Customer,

Your package was delivered to the address that you have provided; here is the shipping receipt (附上發(fā)貨底單物流跟蹤截圖或貼有shipping label的包裹圖). Please check with your local post office, or any family member or neighbor who might have signed your package.

If you have not yet received your package, please feel free to contact us directly. Thank you.

Store 888 or Seller ID

12: 官網(wǎng)查詢買家已簽收包裹，提醒買家確認收貨并留好評 (Item delivered successfully, ask for a positive review)

Dear Valued customer,

We have tracked your order (order No: xxx), and it was delivered to the shipping address that have you provided. Please make sure you have received your item(s) in perfect condition, and then please proceed to complete this order. If you are satisfied with your purchase and our service, we will be grateful if you can leave us a positive feedback.

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

Thank you!

Store 888 or Seller ID

D. 買家開啟糾紛（包括普通糾紛和平臺糾紛） (Dispute related replies)

13: 買家投訴貨物與描述不符，詢問具體原因和請買家提供證據(jù)

Dear Valued Customer,

We have received your dispute message. May we know what’s wrong with the items you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or videos and send them to us so that we may be able to resolve it as soon as possible. Thank you for your time.

Store 888 or Seller ID

14: 買家投訴部分收到貨物，詢問具體收到的數(shù)量，考慮補發(fā)

Dear Valued Customer,

If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send them to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your idea.

Thank you for your time.

Store 888 or Seller ID

15: 買家將糾紛升級到平臺，繼續(xù)跟買家溝通

Dear Valued Customer,

We have received your escalated dispute message. Please provide us with the specific problem that you are having in order for us to help you resolve this case as soon as possible. Or you may tell us your solution.

We look forward to hearing from you soon.

Thank you,

Store 888 or Seller ID

16: 糾紛升級到平臺，等待平臺糾紛專員裁決期間，仍爭取跟買家溝通

Dear Valued Customer,

Regarding your order (no: XXXXX), we are aware that you have escalated the case to AliExpress. We would be grateful if you could give us a chance to help you resolve this matter personally.

Could you please propose a solution to the current problem you are having?

We look forward to hearing from you soon.

Thank you,

Store 888 or Seller ID

17: 如果買家收到的貨確實貨不對版或者質(zhì)量問題，也提供了證據(jù)給您，詢問買家的方案

Dear Valued Customer,

Thank you for the evidence you have provided. We would like to offer you some options as below that will help resolve this case as soon as possible.

(a) You can keep the items and we will be happy to offer you a partial refund XX $ USD(具體金額可視具體的情況).

(b) You can return all the items to us, and we can then provide you with a replacement of your item or a full refund.

Please let us know which option you would prefer.

Thank you!

Store 888 or Seller ID

18: 如果買家接受了部分退款，保留貨物的意見，告知會同意部分退款或者找客服幫忙

Dear Valued Customer,

Thank you for your response. As you have accept the partial refund US $xx, please go to “my DHgat平臺名稱” and click “refund and refund” and then select the solution: “seller partial refund $xx, buyer no need to return”.

Once you clicked that option the system will automatically provide you with a refund. If you do experience any issues with this process, please contact us.

Thank you!

Store 888 or Seller ID

19: 如果買家就是不喜歡收到的貨（自身原因），堅持就要退貨，可告知買家風險

Dear Valued Customer,

We are sorry to hear that you have opened a dispute regarding the item(s) you have received. If you wish to, you can return the item(s) to us, and once we have received the item(s) we can then proceed to provide you with a full refund.

Please note that you will have to pay for the shipping fee for returning the item(s).

Below is our return shipping address:

(詳細英文退貨地址：包括收件人姓名，電話，郵編，買家需要選擇的貨運方式和申報價格等;)

Contact name:

shipping address:

Zip Code:

Tel: (required)

Kind reminder:

1. Returned goods must remain intact and in perfect condition

2. Remember to mark "Order No." and “Returned Goods" on the parcel.

Please let me know the shipment tracking number once you have shipped the package.

Thank you~

Store 888 or Seller ID

20: 同意買家退貨，詢問買家退貨進度

Dear Valued Customer,

We have not yet received the item(s) you have sent back to us. Please provide us with the shipment tracking number and the shipping carrier’s website so that we can track the returned goods.

We look forward to hearing from you soon.

Thank you!

Store 888 or Seller ID

21: 收到買家的退貨，同意退款給買家，希望下次可以再合作

Dear Valued Customer,

We have received your item(s) and will now proceed to inform AliExpress to apply the refund to you. We apologize for any inconvenience this may have caused. Welcome to our store again and we will give you some discount in your new order.

Best Regards,

Store 888 or Seller ID