电子商务外贸业务英文回信模板（完整版）

1、常用模板：3感付款，已发货3 要求客户留好评可取消 4 货有问题，需重发4 与图片不符，重发=回复4 称赞客户4关于 invoice5refund+ bine5eBay系统发in voice发多个产品：客户屡次付款， 卖家让 binedinvoice:6卖家bid成功了，但还想买:6 分开付款了，建议下次一起 bine付款：6客户因为错误的in voice让我们重新bine in voice7 用不同货币 bid，无法 bine invoice7 发seco nd cha nee时用的模板7解释信7解释邮费：7解释两种运输式8解释分开买没有赠品，建议买完所有，一次付款： 解释赠品是怎么产生的：

2、9解释质量10答复手链是否Pan dora： 10答复是否纯银已买东西 10 答复珠子口的大小：10 答复手链如翻开：11 答复账号被盗，无此物品：11解释EP11解释 title:12解释*被封:12多收了邮费，没给邮费折扣，给赠品 12 少给赠品，承诺把少给的加在下个order里:13eBay系统信，提醒买家给他发了:13催货信：1415天之第一封催货信：14催货后同意等等，我们回复让其告知进展：16催货收到了，致，称赞客户，推荐额外：18Delay第二封催货信回复：19 以经理身份耐心解释，安抚19Delay时间较长，确认地址（20天后）：20地址正确，让其再等等，收不到退款或重发：21

3、地址正确，重发=回复：22地址正确，金额少，退款或重发由他选：23地址错误23时间较长，让其等一，如不想等，现在解决：24催货，超过期限，判断为丧失，退款或重发：24包裹丧失，客户要求重发，24小时重发：24催货，超过期限，提供地址，请确认，可能已丧失，重发：25针对EMS催货信：25催货后好评了，猜想已收到：25提供付款信息：26PP付款，针对不会使用 paypal的客户：26Bank deposit 付款:26各种原因需发 paypal money request:27金额较多，教客户 mass pay,先给客户建好 mass payme nt to diffe nt.sty27额外交易：

4、28建议额外交易:28没在eBay上有过交易的额外交易28Bid+额外交易，明确产品了 （提供价格和付款信息）29没有bid过额外交易，明确产品了，提供价格29质量索赔：29用后掉色，不是纯银，先问其那些掉色，再提供解决案：2930):30买了未付款，不是纯银，我们回复不确定是否纯银，推到供货商，留好评取消交易： 收到货后不太满意，不是纯银，买家明确表示需要重发（抱歉，推到供货商，重发收到货后不满意（重抱歉，推到供货商，寄回退全款，不寄回退半款）:30选择不寄回退半款，退款后回复：31收到货后十分不满意，威胁差评（重抱歉，推到供货商，寄回退全款）:31客户已寄回产品，告知我们收到后马上退全款，

5、请客户放心33重发的几种情况：33容许重发后，客户来信致，回复已重发，请放心：33珠子掉钻，抱歉，问其那些掉钻，重发33珠子穿不上，需重发 34货有问题，需重发35对货不满，在商店任选一个同价值商品，重发：35货不全，需补发，补发到他的下个订单：35对与套装中，有掉钻的，让其告知第几排第几行哪个珠子掉钻，重发36发错货，需重发36发错货，要照片36发错货，要照片37大数额交易，买家不愿意重发，要退款，重诺重发（EMS,送礼物）37问题信38（1）.取消交易：要求客户留好评可取消38客户留了好评后39（2）.客户要修改地址39A. 已发货，无法修改地址 39B. 未发货未付款，可修改 40C.

6、地址错误，收到打回的后重发，但买家承当重发的邮费邮费较多40（3）.客户要换货40A. 未发货同意调换40B. 已发货无法调换，建议额外交易41Z.关于客户付款前、后 41 感付款，已发货41 感付款，24小时发货41 款还没收到41 客户说paypal付款了，但没有记录 42 客户说bank付款了，但没有收到，让其提供付款详细信息42客户说bank付款了，时间太长（一以上），还未找到，提供解决案 42 我们开Dispute解决案：43开dispute之前的提醒信：43开dispute后卖家马上付款了（关掉dispute）44开dispute后卖家还不付款44开dispute后还不付款，还买了

7、其他东西，无法开 strike44 错开了 dispute，找到付款，抱歉，发货44开dispute，责任推到 eBay自动开的：45客户开paypal dispute解决案：45non-receipt dispute:时间长，金额少，先退款，请收到后repay: 45退款后repay成功，去信致客户：45关于退款46金额少，容许退款，取消交易 FVF back : 46关于差评错误!未定义书签。短期未收到货留的差评，让其等等：46未收到货留的差评，金额少，退款撤差评：47不是纯银，推到供货商，退全款撤差评：47客户同意退款并撤销差评，refund后发出了 feedback revision

8、request:48发 Feedback revision request48客户同意撤销差评，已发request，但还未撤销48关于好评49好评-five stars:49教客户如留好评50 客户满意要留好评 50客户请我们留好评，让他先留：50称赞客户51开发老客户：51感付款，已发货Dear customer,Thanks for your prompt payme nt.Please do not worry, our shipping department has already arranged shipment. It normally takes 7-15 bus in ess

9、 days to arrive.If you are in terested in other items, don' t hesitate to con tact us via email. As a return customer, moresurprise is waiting for you.Have a nice dayBest regardsHilly要求客户留好评可取消Dear customer，Thank you for your email. We can can cel the aucti on but we have paid for the eBay list

10、ing fee whichhas already bee n charged by eBay whe n the con tract is made. We hope you could leave us a positive feedback with five star rati ngs before we cancel this tran sact ion.Please remind us after doing this, so we could send you a mutual agreeme nt to cancel it.If any further questi ons, p

11、lease feel free to con tact me.Best wishes,Hilly货有问题，需重发Dear customer,I am sorry for any inconvenience caused.In order to cover your l oss and make you happy, we' d like to rese nd a good item to you with in 24 hours,it hopefully you will receive it shortly.Apologize for the inconvenience aga in

12、.Best regardsHilly与图片不符，重发=回复Dear customer,I am sorry for any inconvenience caused. Your un dersta nding and kindn ess is highly appreciated here.In order to cover your loss and make you happy, we' d like to resendlywulrmater suyou.it is the items you ordered before shipp ing. Please con firm if

13、 I can have your trust aga in.Apologize for the inconvenience aga in. Please kin dly reply with your thought.Best regardsHilly称赞客户Dear customer,Thank you for your purchase.You are a good customer, I ' m happy to do bus in ess with you. If you are in terested in any our products, please don '

14、 t hesitate to con tact me via email directly. As a retur n customer, more surprise is wait ing for you.If any further questi on, feel free to con tact me.Best wishes,Hilly关于 in voiceeBa y系统发in voice发多个产品：客户屡次付款，refun d+ bineDear customer,Thank you for your purchase and payme nt.I have received your

15、 payme nt and am supposed to dispatch your items as soon as your payme nt is cleared in my acco unt. But I think I should con tact you before I send your items out. Si nee you have not made one payme nt for all the items you won, It is a little difficult for me to calculate the quantity of your gift

16、s, My shipping department may give you less gifts tha n you should have received.So I would like to refund the money you have paid. Then I will send you a paypal money request for all your items you won, and you can pay them altogether.This could help me to give you proper qua ntity of your gifts. T

17、his also could avoid any problem about this transaction. Your understandingand consideration will be highly appreciated here. Tha nkyou so much in adva nee. I will refund you the money of the items and send you a paypal money request as soon as getting your confirmation.I am look ing forward to hear

18、i ng from your thought about my suggesti on.You rquick resp onse is much appreciated. Thank you.Best wishes,Hilly卖家让 bined invoice:Dear customer,Thank you for your bus in ess!I have sent a bined in voice for all the items you curre ntly won.Please make payment at your convenience, if you have finish

19、ed all your purchase.If you have not fini shed purchase, please ignore any unbined in voice and do hold your payme nt un til you fini shed all your purchase.If you would like to purchase more, you could con tact me directly ne*t time, I will try my best to get you best deals.Best regardsHilly卖家bid成功

20、了，但还想买：Dear customer，Thank you for your bus in ess!Please ignore any unbined in voice sent by eBay automatic in voice system and email me after you fini shed all your purchase. I will send a bined in voice for all the items you won.Just go ahead and hope you enjoy your bidd ing.Best regardsHilly分开付款

21、了，建议下次一起bine付款：Dear customer,Thank you for your prompt payme nt.I no ticed that you have paid for your items separately.Please hold your payme nt, ig nore the eBay automatic in voice and go ahead with your purchase if you have n ot yet fini shed purchase from me. Please email me for a final bined in

22、 voice for all the items you won. I will update the in voice for you to make one payme nt and en sure to ship all your items together.If any further questi on, feel free to con tact me please.Best regards,Hilly客户因为错误的invoice让我们重新bine invoiceDear customer，Sorry for any inconvenience caused due to the

23、 eBay automatic in voice system.I have sent you the modified in voice. Please make your payme nt. I will dispatch your goods immediately after I received your payme nt. If you would like to purchase more, you could con tact me directly ne*t time, I will try my best to get you best deals.Please feel

24、free to con tact if you n eed further help.Best regardsHilly用不同货币bid， 无法 bine invoiceDear customer,Thank you for your email.Since you have bid these products in different currency, it is eBay ' spermanent principle that I could n ' t bine in voice for them. The in voice has split into two. P

25、lease just go ahead to pathis two differe nt in voice at one time.I will dispatch your items together as soon as you pay for all these items together.If any further questi ons, please feel free to con tact me.Best wishes,Hilly发second chanc时用的模板Dear customer:Thank you very much for your bidd ing,This

26、 is a 2nd chance offer, which allows you to purchase this product cheaper than the final bidding price. Please con tact us if you are in terested in any products, we will try our best to offer you full satisfacti on. Thank you for your purchase aga in.Best wishes解释信解释邮费：Dear customer,Thank you for y

27、our in terest.Please let me e*pla in our postage policy. We ship to all over the world with the same shipp ing postage.The postage for one sin gle itemis free. The postage for the 4 pieces set is 2.99, and 1.99for each additi onal one. The 8 pieces set is 3.99, and 2.99 for each additi onal one. The

28、 16 pieces set is 5.99, and 4.99 for each additi onal one. Please check the item descripti on.The quality of our products is good and the price is low. It's a great value for mon ey.If any further questi ons, please feel free to con tact me.Best wishes,Hilly解释两种运输式Dear frie ndThanks for yourI ha

29、ve two types of shipp ing, small parcel and EMS.The price of small parcel is AUD4.99 for the first item, and each additional item is AUD2.99. This type of shipp ing usually n eeds five to ten bus in ess days to reach you.The price of EMS E*press Mail Service is AUD14.99 for the first item, and each

30、additional item is AUD2.99. This type is much safer and faster, you can check the status of your items on line any time accord ing to the track ing n umber.If any further questi ons, please feel free to con tact, it will be my honor to help you.Best regardsHilly解释分开买没有赠品，建议买完所有，一次付款：Dear customer,Th

31、ank you for your purchase. You have purchased them separately, and paid them separately. So we have dispatched your item separately, as shipping within 24 hours is our policy.If you want to purchase more ne*t time, please follow this:Please ignore any unbined in voice sent by eBay automatic in voice

32、 system and email me after you fini shed all your purchase. I will send a bined in voice for all the items you won.After you pay them together, I will dispatch them in the same package, and this will help me calculate the free gifts for you.Please feel free to con tact if you n eed further in format

33、io n.Best regardsHilly解释赠品是怎么产生的：Dear customer,Thank you for your purchase. You have purchased4 items from me, and our shipp ing departme nt will add 1 randomly selected free gift, which means you will get 5 items in total.Please let me e*pla in my buy three get one free policy.If you purchase three

34、 items from me in one order, I will give you a free gift. If you purchase si* items, i will give you two free gifts, etc. the more you purchase, the more gifts you will get.The gift beads are ran domly selected from our store by us and will send them within same package. They are still in our best s

35、elling store and have the same quality as the items you purchased, they are beautiful and lovely, I am sure you will like them.If any further questi ons, please feel free to con tact.Best regardsHilly解释赠品和邮费：Dear customer,Thanks for your email.Please let me e*pla in mybuy three get one free policy.I

36、f you purchase three items from me in one order, I will give you a free gift. If you purchase si* items, i will give you two free gifts, etc. the more you purchase, the more gifts you will get.The gift items are ran domly selected from our store by us and will send them within same package. They are

37、 still in our best selli ng store and have the same quality as the items you purchased, they are beautiful and lovely, I am sure you will like them.If you want to buy 12 packs, you only need to buy 9 packs from me, we will send you 9 packs +3 free gift packs. The shipping postage is 1.49*9=13.41. I

38、hope my e*planation can solve your con fusi on.I am a good seller. I want to do more bus in ess with you. If you have a bulk , I will give you a great offer and wele to offer with me.Please inform me the item title (last three words) and the qua ntity you wan t. I will the n offer you a good price.t

39、 n eed to bidCould you please inform us the item ID/ item title (last three letters) of the products you are interested in" Then I will try my best to off er you a good deal. By doing this, you don and wait on eBay, which will save your time for wait ing.If you have any questi ons, please feel

40、free to con tact me. I am always ready to help you.Best regardsHilly解释质量答复手链是否PandoraDear customer,Thank you for your in terest.All our beads can fit for Pan dora bracelets.As you know, the price of the Pan dora is much higher tha n ours But please don't worry about the qualityof our products. T

41、he price is low and the quality is good. It's a great value for mon ey.If any further questi ons, please feel free to con tact me.Best wishes,Hilly答复是否纯银已买东西Dear customer,Thank you for your purchase. It's sterling silver with 925 stamped as the description states.As you can see, my products

42、arevery good in quality, and the price is low. It' s a good value for money.Please don't worry about the quality.If you are in terested in any of my products, please con tact me directly via email. I will try my best to offeryou a great deal.Best wishes,Hilly答复珠子口的大小：Dear customer,Thank you

43、for your in terest.It estimates that the core of our bead is appro*imately 4.50 mm. Please don't worry. All our bead will fit bracelets of Pan dora, Pasha, Biagi, Troll and Chamilia.If you are in terested, please in form me the qua ntity you wan t, I will the n offer you a good price.If any furt

44、her questi on, please don't hesitate to con tact me.Best regards,Hilly答复手链如翻开：Dear customer,thank you for your email.Please check the clasp of the bracelet. There is an opening on the clasp, you could break the gap with your fin ger nail gen tly. Pleases try it carefully and let me know.If you h

45、ave any other questi ons, please feel free to con tact us,.Regards,Hilly答复账号被盗，无此物品：Dear customer,I'm sorry for the inconvenience caused.Please n ote that we do not have this item. My accou nt was hijacked by somebody, and he listed this in my accou nt.Please do not bid on this item, and if you

46、won this item, please do not pay.We only have some beautiful bracelets and beads, please check our store if you are interested.Thank you very much for your cooperati on.Best regards,Hilly解释EPDear customer,Thank you for your letter. EP means Electronic Plated.If you are in terested in any of my produ

47、cts, please con tact me directly via email. I will try my best to offer you a great deal.If any further questi ons, please feel free to con tact me if you have any further questi on s. I ' m always happy to help.Best wishes,Hilly解释title:Dear Customer,Thank you for your email.please let me e*plai

48、n the item title, the last three words of the title such as * have no e*act meaning themselves, they only could help me to ide ntify the charms in my store, as they are so many charms in my store.Hope you are cleared for my e*pla nati on.If any further questi ons, please feel free to con tact me.Bes

49、t wishes,Hilly解释*被封：Dear customer,This is the customer service manager from 1beauty_silly_bandz , my name is Helen.Sorry for any inconvenience caused to you. Due to the tech ni cal problems of listi ng software, we can not list any item at this moment; we' re currently working with eBay about th

50、is issue, Please don't worry.The items you have purchased has already been packaged and ready to be sent at anytime If you still want the item, please reply this email , we will send the item out as soon as we get your payment. And if you are still interested in our other products, please advise

51、 us the item title, we could sell them to you directly, by doing this, you are getting a very good price and without bidding and waiting on eBay. And because we also have the buy three get one free prefere nee, you could also get one e*tra bead as a free gift. The more you purchase the more gifts yo

52、u will get.Best regardsHelen多收了邮费，没给邮费折扣，给赠品1未发货版本，多加赠品Dear customer,I'm sorry for the eBay automatic in voice system. There is a mistake and the system has not bined your in voice.Pleasedo n't worry. I have in formed our shipp ing departme nt to add one more gift intoyour parcel. That means

53、 you will receive 2 free gifts in total. The gifts are lovely and beautiful, you will love them.You un dersta nding is much appreciated here. You are a good customer, rm happy to do bus in ess with you.If any further questi on, please feel free to con tact me.Best wishes,Hilly2, 已发货版本，让客户自己挑选几个相当于邮费

54、的珠子/退款Dear customer,I'm sorry for the eBay automatic in voice system. There is a mistake and the system has not bined your in voice. I have sent your items 5 days ago. But please don' t worry .In order to cover your loss andmake you happy, I would like to offer you two soluti ons:1, You coul

55、d choose any three single bead in my store, Then I will dispatch them as soon as I got your con firmati on.2, If you are not satisfied with the above solution, I would like to give you a full refund of the overpaid postage.Please reply this email with your thought at your earliest convenience, I wil

56、l respect your choice.Hope to hear from you soon.Best wishes,Hilly少给赠品，承诺把少给的加在下个order里：Dear customer,Thank you for your in formati on. I'm sorry for this mistake. We had buy“asgmtohthp e"and changed it into“ buy 3 get SfreBur shipping department may have made some mistakeabout the gifts.In

57、 order to cover your loss and make you happy, I'd like to give you the missing free gift to you.How about add it i nto your n e*t package whe n you finish your biddi ng" By doing this, I do not have to send an in dividual gift in one package. Please remind me after you finish your n e*t purchase, the n I will not forget to add this free gift.Please take this email as an inquiry, if you have no further order, I will of course just send it to you asap.Please reply with your thought.If any further questi ons, please feel free to con tact me.Best wishes,HillyeBay系统信，提醒买家给