船长整理了一打常见的亚马逊客服常见的售后场景与应对邮件模板，也适用于eBay，希望对你有帮助。内容较多，请耐心查看。
场景一、因节假日导致的物流延误，买家来信询问
Dear {$BuyerName},
Thank you for purchasing and prompt payment.
However, we’ll have the {节日名称} from{时间区间}. During that time, all the shipping service will not be available, which may cause a delay of the shipment for seveal days.
Thanks for your understanding and your patience is much appreciated. Please let us know if you have any questions or concerns.Keep in touch.
Thanks.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景二、因自然灾害导致的物流延误，买家来信询问
Dear {$BuyerName},
We’re sorry to inform of you that your item may be delayed for the {自然灾害}.
Due to this {自然灾害}, airline/ocean shipping to {目的地} has been cancelled, which directly made your parcel was delayed.
Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue.Please let us know if you have any questions or concerns.Keep in touch.
Thanks.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景三、因海关安检力度加强导致物流延误，买家来信询问
Dear {$BuyerName},
We’re sorry to inform of you that your item may be delayed for the stricter customs inspection.
We just got the notice that all packets from all countries to {目的地} would be subject to stricter screening by the customs.Due to the intensive customs control and screening, the shipping time to {目的地} will be longer than normal.
Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue.Please let us know if you have any questions or concerns. Keep in touch.
Thanks.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景四、约定到货期限已过但对方并未收到货，买家来信表达愤怒
Dear {$BuyerName},
We are sorry for the long-time waiting and we quite understand thet waiting is always something hard to endure. Your item had been shipped on {送达时间} ,it got delayed by the {这边尽量写上不可抗力的原因}. So the shipment usually takes {预计时长} business days.
Could you please wait for another two weeks? If the package still not arrive in due, please contact us and we will do our best to solve it and offer you a satisfactory service.
Or if you do not want to wait any more, we are willing to offer a refund you as our sincere apology, and it’s really kind of you to return the payment when you get the item.
Please tell us which one you would prefer? We just want you to know that your satisfaction is always our top priority.
Looking forward to your reply.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景五、物流显示已妥投，但买家来信表示未收到货
Dear {$BuyerName},
We have checked the real-time logistics information of {$OrderId} when we receive your mail at once, and it shows that the post have delivered to you.
You could check on the website:{具体查询网站}.
And could you kindly ask your neighbour or your family if anyone picked your package?
So we can provide the tracking number {物流跟踪号} to you and suggest you to check with the clerk in your local post with the number.
Please let us know if you have any questions or concerns.Keep in touch.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景六、买家想取消订单，但卖家已发货
Dear {$BuyerName},
Sorry to hear that you would like to cancel the order {$OrderId}.
We have to say sorry that it has been sent out. We can not stop the shipment. Maybe you can have put it on first and see if it is suitable after you receive the item. The {商品名称}may be quite suitable for you, to say the least, if you don’t like it, you can give it to your relatives or friends as a gift.
Sorry for the inconvenience and hope you can get it soon. Please let us know if you have any questions or concerns. Keep in touch. We will try our best to solve it for you.
Have a nice day!
Sincerely yours,
{$ShopName} After-sales Customer Services
场景七、买家收到货但因商品尺寸不合适想退货退款，卖家与之进一步沟通
Dear {$BuyerName},
We really appreciate your great support on us.
But sorry for the inconvenience that the {商品名称} did not fit you.
Will it be possible to give others as a gift? Or how about we make you a {具体金额} refund as a way to make up for this?
If you insist on returning it back, we will go to the further step. Please tell us which way you would prefer? We just want you to know that your satisfaction is always our top priority.
Looking forward to your reply!
Sincerely yours,
{$ShopName} After-sales Customer Services
场景八、买家投诉或来信告知卖家发错颜色、商品或商品有缺陷等，卖家与之进一步沟通
Dear {$BuyerName},
We are so sorry about that. This is your order:{商品名称} &{$OrderId}.
Could you please send us the pictures of the label on the package and item’s problem? And we will solve it for you as soon as possible. Please don’t worry.
Please let us know if you have any questions or concerns. We just want you to know that your satisfaction is always our top priority.
Best regards!
Sincerely yours,
{$ShopName} After-sales Customer Services
场景九、接上一情景，买家发来图片后卖家根据责任情况引导退部分或全额款
Dear {$BuyerName},
We’re so sorry for the unsatisfied purchase. We’re willing to solve the problem.
As a honest seller, we are not willing to let our dear valued customer suffer any losses. We are willing to offer a {具体金额} refund to you as our sincere apology, is that ok for you?
Or if you have any other ideas, please let us know. We just want you to know that your satisfaction is always our top priority.
Looking forward to hear you soon.
Once again, we send our sincere apology.
Have a nice day!
Sincerely yours,
{$ShopName} After-sales Customer Services
场景十、接场景八，买家坚持称商品有问题但又不想或不能提供照片
Dear {$BuyerName},
We’re so sorry for the unsatisfied purchase. We’d like to solve the problem, but we need this picture to sets a case for you and feedback this issue to our suppliers to check it and avoid the same issue happen again.
As a honest seller, we are not willing to let our dear valued customer suffer any losses. We can understand you. But we hope you could understand us.
So, could you kindly send us the picture again to help us avoid the same situation and pls don’t worry we will give you the best solution? Any situations, please contact us firstly, we believe that good communications will solve the problem.
Hope to receive your picture soon .
Have a nice day!
Sincerely yours,
{$ShopName} After-sales Customer Services
场景十一、买家无理由退货退款，卖家同意后并告知操作注意事项
Dear {$BuyerName},
Thank you for contacting us.
Your return request has been approved. You will be receiving a return shipping label and RMA instructions via Amazon. Please make sure the item you return is whole new or a 25% restocking fee may be applied if the {商品名称} is used or damaged visually.
Also, please make sure that the correct merchandise is being shipped us,{$ShopName}. We are a seller by the name of {$ShopName} on Amazon. If merchandise purchased from a different seller is shipped to us, we will need to ship it back to you and we will also ask you for the shipping cost incurred.
We appreciate your cooperation.
Best regards.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景十二、客户询问物流跟踪号或者询问是否已发货，卖家的回复
Dear {$BuyerName},
Thank you for asking.
Your order {$OrderId} are shipped on {已经发货的具体时间}.
You item is on the way to your shipping address, here is the tracking#********. You could track it on {具体查询网站}.
Item was shipped from China. Normally, you will receive this item within {你的listing页面标注的配送时长} business days.
We have checked your estimated date is{物流派送时间}.
Your understanding and patience is much appreciated. Please let us know if you have any questions or concerns. Keep in touch.
Best regards
Sincerely yours,
{$ShopName} After-sales Customer Services
备注：因为每个卖家销售的产品不同，大家可以根据自己的产品情况适当完善邮件内容。
你还在叩叩打打键盘挨个切换IP切换店铺回复邮件吗？快快顺手把上面12则邮件模板收藏起来，用上船长的【客服邮件系统】，并绑定微信公众号（ID:amzcaptain），收到对应主题的来信提醒就把模板copy一下，修改变量后发送即可，买家都会惊叹你的及时。
绑定微信端即可实现移动化操作，就是说，轧马路的时候挤公交的时候排队打饭的时候甚至是嗯嗯的时候，有手机有网络，你就能及时回复邮件！
*上述邮件模板变量说明
上述模板中常见的变量名有：
①{$BuyerName}=买家昵称
②{$OrderId}=订单号
③{$ShopName}=店铺名
④其余变量船长用{中文}表示
*常见的自然灾害名称
flood洪水
typhoon台风
tsunami海啸
tornado龙卷风
earthquake地震
sandstorm沙尘暴
debris flow泥石流
forest fire森林火灾
volcanic explosion火山爆发
cyclone飓风
snow storm暴风雪
*邮件中表达感谢的几种方式
·It was our pleasure to contact with you···
·Thank you for contacting us.
·Thank you very much for your interests in our products.
·Thank you for your prompt reply.
·It’s very kind of you to raise your concerns about···
·Thank you for your kind cooperation.
·Thank you for your understanding.
·We really appreciate that you‘ve shared your kindness and patient.
*邮件中表达歉意的几种方式
·Please accept our sincere apology for···
·We feel awfully sorry about···
·We apologize you for the mistake.
·Once again, we send our sincere apology.
*邮件书写注意事项
·拼写错误语法错误都要不得，记得检查；
·标点符号一定要用英文格式；
·尽量少或者不要使用缩写，比如用“u”代替“you”；
·如非需要阐述的事情太多，正文内容越简短越好；
·第一次交流尽量使用Dear{$BuyerName}/Sincerely，有经常沟通的买家就可以不太严肃，开头用Hi {$BuyerName}也是可以的。
