ebay各类型问题反馈邮件模板

首先，先普及一下，要想在卖家系统里准备找到您的订单，有以下几个步骤：

• order#

• account

• email address

• your name

• order date

• order item

以上按顺序查到你订单的难度递增。所以，第一封邮件开头把你的简单信息写下来，让卖家可以进快定位你的订单信息，并且在沟通过程中，不更换邮件地址，因为客服在分类邮件时会尽量一个客人同一个客服处理。

一封比较好的买家邮件开头：Hello, my account is ***. I paid for the item on 06-27 and the order number is ***,后面再接上你要反映的问题。

比较快速的反映问题，尽量不用it doesn't work at all这种简单的说法。请描述你遇到的问题，因为有的客服是要求写产品质量报告的，一句简单的不能使用往往不会被公司接纳，所以客服可能会联系你具体描述产品缺陷，他会试图给你解决方法，所以比较好的应该是类似这样的：I bought a laptop battery which don't charge maximum than 60 %。像这样客服会给你一个可行性的解决方法，因为有些产品是有完善的售后解决方案的，就会免了你来回退换货的时间和精力。还有的产品是有不可修复的缺陷的，那样客服就会建议你退回退款。

顾客的信应该简单明了，而不需要太拘泥于所谓的礼貌性的。中国人写邮件会写很多的套语，但这在客服沟通中会增加了客服时间和任务量，并且会常常漏掉你写信的重点。跟中国一样，应该是客服对顾客才会出现那种 please kindly check the picture, your reply would be much appreciated的礼貌句子. 顾客只需要说thank you, please就足够了。

请用大写字母表示你的愤怒。有几个神单词，在遇到纠纷的时候可以用上。angry,　unhappy, disappointed, open a case, negative feedback，请相信我，用上类似的词，再大写或加粗，你就是重点关注对像了。

以下为一些常用的案例写作，请灵活套用：

包裹丢失

Hello, my account is ***. I paid for the item on 06-27 and the order number is ***，but i did not receive the item and it's not on transit .There is no package left so please can somebody tell me what is going on with my package. I pay for it and i don′t have that since the date that was mentioned and i need an honest answer please.

包裹显示delivered但并没有收到货的

• I never received Item But it says delivered.

• I'm not sure because the estimated date of delivery said as late at January 13th. Well, its six (6) days later and still nothing on it yet.

• we do not receive the product now；i still haven't gotten my order.

• i have not received this item as described by the tracking number. Item lost, stolen or not delivered as described. Please investigate since this is an important gift.

包裹被偷

Hi. I recently ordered 2 items from your store. UpS showed the package delivered but I checked the package and had no products in there. The box looks like someone opened the seal and took the items out.
I would have thought they reequire a signature.
I don't know what to do, I need those items.
What are my options?
I don't want to be charged for something I don't have. please help.

抱怨运费太高

Shipping fee was higher than purchase value.

收到产品不能正常使用要换货

I purchased your 产品名称 and the item does not work. When plugged in nothing lights up or turns on（类似产品故障）. I would like to exchange for one that works. please send me the RMA number and your address. Thank you for all your help.

或者

I would like to send it back to you for a replacement unit, thank you.

收到产品不能正常使用要退款

Please create a return label and I need a full refund.

产品与描述不符

• The item is different from website description.

• The item on website looks like aluminum(silver color) and got a black one（颜色错误） and the product looks used（有使用痕迹）. Just want to return this and get my money back(退款）/get a new item (换货）please.Thanks

• One of the pictures of the product shows clearly that the power adapter has "CE" and "UL" certifications. However, you shipped a cheap item that does not have these certifications. This is false advertising and misrepresentation!

• Your description of the product should specifically state that the adapter does not have the "CE" and "UL" certification! Otherwise you cannot call yourself as, "your honest store"

• I would like to get the product that I ordered.  Please contact me to rectify this order. Thank you.

漏发产品

Pieces were missing. Please quickly redsponded to my inquiry to send missing parts.

错发产品

The item I paid for was model no: 8802AJ(产品编号）/ the tablet.The item I got was a 8802LE/a book. Please create a return label for me so that I can send the item back for replacement/refund.

向ebay抱怨没有全额退款

This product did not work properly. I contacted the seller and they instructed me to return the product (at my expense) for a refund and then they only refunded a portion of what I paid.I WOULD NOT buy from this seller. I am very unhappy.

写给客服的套语

• Thank you in advance for your assistance.

• Thank you for your quick response.

• Thank you for your help.