电子商务外贸业务英文回信模板

1、常用模板：3感谢付款，已发货3要求客户留好评方可取消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invoice5eBay系统发invoice 发多个产品：客户多次付款，refund+ combine5卖家让combined invoice:6卖家bid成功了，但还想买:6分开付款了，建议下次一起combine 付款：6客户因为错误的invoice让我们重新combine invoice7用不同货币bid，无法combine invoice7发second chance时用的模板7解释信8解释邮费：8解释两种运输方式8解释分开买没有赠品，建议买完所有，一次付款：9解释赠品是怎么产生

2、的：9解释质量10回答手链是否Pandora：10回答是否纯银（已买东西）10回答珠子口的大小：10回答手链如何打开：11回答账号被盗，无此物品：11解释EP11解释title:12解释帐号被封:12多收了邮费，没给邮费折扣，给赠品13少给赠品，承诺把少给的加在下个order里:13eBay系统信，提醒买家给他发了邮件:14催货信：1415天之内第一封催货信：14催货后同意等等，我们回复让其告知进展：15催货收到了，致谢，称赞客户，推荐额外：15Delay（第二封）催货信回复：15以经理身份耐心解释，安抚16Delay时间较长，确认地址(20天后)：16地址正确，让其再等等，收不到退款或重发：

3、17地址正确，重发=回复：17地址正确，金额少，退款或重发由他选：18地址错误18时间较长，让其等一周，如不想等，现在解决：18催货，超过期限，判断为丢失，退款或重发：19包裹丢失，客户要求重发，24小时重发：19催货，超过期限，提供地址，请确认，可能已丢失，重发：19针对EMS催货信：20催货后好评了，猜测已收到：20提供付款信息：21PP付款，针对不会使用paypal的客户:21Bank deposit付款:21各种原因需发paypal money request:22金额较多，教客户mass pay, 先给客户建好 mass payment to diffent.style:22额外交易

4、：23建议额外交易:23没在eBay上有过交易的额外交易24Bid+额外交易，明确产品了(提供价格和付款信息)24没有bid过额外交易，明确产品了，提供价格25质量索赔：25用后掉色，不是纯银，先问其那些掉色，再提供解决方案：25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：26收到货后不太满意, 不是纯银，买家明确表示需要重发 (道歉，推到供货商，重发):26收到货后不满意 (郑重道歉，推到供货商，寄回退全款，不寄回退半款):27选择不寄回退半款，退款后回复：27收到货后十分不满意，威胁差评 (郑重道歉，推到供货商，寄回退全款):27客户已寄回产品，告知我们收到后

5、马上退全款，请客户放心28重发的几种情况：29答应重发后，客户来信致谢，回复已重发，请放心：29珠子掉钻，道歉，问其那些掉钻，重发29珠子穿不上，需重发29货有问题，需重发30对货不满，在商店任选一个同价值商品，重发：30货不全，需补发，补发到他的下个订单：30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31发错货，需重发31发错货，要照片32发错货，要照片32大数额交易，买家不愿意重发，要退款，郑重许诺重发(EMS, 送礼物)32问题信33(1). 取消交易：要求客户留好评方可取消33客户留了好评后34(2). 客户要修改地址34A. 已发货，无法修改地址34B. 未发货未付

6、款，可修改34C. 地址错误，收到打回的后重发，但买家承担重发的邮费（邮费较多）35(3). 客户要换货35A. 未发货同意调换35B. 已发货无法调换，建议额外交易36关于客户付款前、后36感谢付款，已发货36感谢付款，24小时发货36款还没收到37客户说paypal付款了，但没有记录37客户说bank付款了，但没有收到，让其提供付款详细信息37客户说bank付款了，时间太长(一周以上)，还未找到，提供解决方案38我们开Dispute解决方案：38开dispute之前的提醒信：38开dispute后卖家马上付款了 (关掉dispute)38开dispute后卖家还不付款39开dispute后

7、还不付款，还买了其他东西，无法开strike39错开了dispute，找到付款，道歉，发货39开dispute，责任推到eBay 自动开的：40客户开paypal dispute解决方案：40non-receipt dispute：时间长，金额少，先退款，请收到后repay：40退款后repay成功，去信致谢客户：41关于退款41金额少，答应退款，取消交易 FVF back：41关于差评41短期内未收到货留的差评，让其等等：41未收到货留的差评，金额少，退款撤差评：42不是纯银，推到供货商，退全款撤差评：43客户同意退款并撤销差评，refund 后发出了feedback revision re

8、quest:43发Feedback revision request:44客户同意撤销差评，已发request，但还未撤销44关于好评44好评- five stars:44教客户如何留好评45客户满意要留好评45客户请我们留好评，让他先留：45称赞客户46开发老客户：46常用模板：感谢付款，已发货Dear customer,Thanks for your prompt payment.Please do not worry, our shipping department has already arranged shipment. It normally takes 7-15 busines

9、s days to arrive.If you are interested in other items, dont hesitate to contact us via email. As a return customer, more surprise is waiting for you.Have a nice day  Best regardsHilly要求客户留好评方可取消Dear customer，Thank you for your email. We can cancel the auction but we have paid for the eBay listi

10、ng fee which has already been charged by eBay when the contract is made. We hope you could leave us a positive feedback with five star ratings before we cancel this transaction.Please remind us after doing this, so we could send you a mutual agreement to cancel it.If any further questions, please fe

11、el free to contact 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 loss and make you happy, wed like to resend a good item to you within 24 hours, it hopefully you will receive it shortly.Apologize for the inconvenience again.Best regards Hil

12、ly与图片不符，重发=回复Dear customer,I am sorry for any inconvenience caused. Your understanding and kindness is highly appreciated here. In order to cover your loss and make you happy, wed like to resend your order to you.  I will make sure it is the items you ordered before shipping. Please confirm if

13、I can have your trust again.  Apologize for the inconvenience again. Please kindly reply with your thought. Best regardsHilly称赞客户Dear customer,Thank you for your purchase. You are a good customer, Im happy to do business with you. If you are interested in any our products, please dont hesitate

14、to contact me via email directly. As a return customer, more surprise is waiting for you. If any further question, feel free to contact me.Best wishes,Hilly关于invoiceeBay系统发invoice 发多个产品：客户多次付款，refund+ combineDear customer,Thank you for your purchase and payment.I have received your payment and am su

15、pposed to dispatch your items as soon as your payment is cleared in my account. But I think I should contact you before I send your items out. Since you have not made one payment for all the items you won, It is a little difficult for me to calculate the quantity of your gifts, My shipping departmen

16、t may give you less gifts than 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 quantity of your gifts. This also could avoid any

17、 problem about this transaction. Your understanding and consideration will be highly appreciated here. Thank you so much in advance. I will refund you the money of the items and send you a pay pal money request as soon as getting your confirmation.I am looking forward to hearing from your thought ab

18、out my suggestion. Your quick response is much appreciated. Thank you.Best wishes,Hilly卖家让combined invoice: Dear customer,Thank you for your business!I have sent a combined invoice for all the items you currently won. Please make payment at your convenience, if you have finished all your purchase.&#

19、160;If you have not finished purchase, please ignore any uncombined invoice and do hold your payment until you finished all your purchase.  If you would like to purchase more, you could contact me directly next time, I will try my best to get you best deals.Best regardsHilly卖家bid成功了，但还想买:D

20、ear customer，Thank you for your business!Please ignore any uncombined invoice sent by eBay automatic invoice system and email me after you finished all your purchase. I will send a combined invoice for all the items you won. Just go ahead and hope you enjoy your bidding. Best regardsHilly分开付款了，建议下次一

21、起combine 付款：Dear customer,Thank you for your prompt payment.  I noticed that you have paid for your items separately.Please hold your payment, ignore the eBay automatic invoice and go ahead with your purchase if you have not yet finished purchase from me.  Please email me for a final combi

22、ned invoice for all the items you won. I will update the invoice for you to make one payment and ensure to ship all your items together. If any further question, feel free to contact me please. Best regards,Hilly客户因为错误的invoice让我们重新combine invoiceDear customer，Sorry for any inconvenience caused due t

23、o the eBay automatic invoice system. I have sent you the modified invoice. Please make your payment. I will dispatch your goods immediately after I received your payment. If you would like to purchase more, you could contact me directly next time, I will try my best to get you best deals.Please

24、 feel free to contact if you need further help.Best regardsHilly用不同货币bid，无法combine invoiceDear customer,Thank you for your email.Since you have bid these products in different currency, it is eBays permanent principle that I couldnt combine invoice for them. The invoice has split into two. Please ju

25、st go ahead to pay this two different invoice at one time. I will dispatch your items together as soon as you pay for all these items together. If any further questions, please feel free to contact me. Best wishes,Hilly发second chance时用的模板 Dear customer:Thank you very much for your bidding, This

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

27、interest. Please let me explain our postage policy.  We ship to all over the world with the same shipping postage. The postage for one single item is free. The postage for the 4 pieces set is 2.99, and 1.99for each additional one.  The 8 pieces set is 3.99, and 2.99 for each additional one

28、. The 16 pieces set is 5.99, and 4.99 for each additional one. Please check the item description. The quality of our products is good and the price is low. It's a great value for money. If any further questions, please feel free to contact me.Best wishes,Hilly解释两种运输方式Dear friend Thanks for your

29、E-mailI have two types of shipping, 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 shipping usually needs five to ten business days to reach you.The price of EMS（Express Mail Service）is AUD14.99 for the first item, and

30、 each additional item is AUD2.99. This type is much safer and faster, you can check the status of your items on line anytime according to the tracking number.If any further questions, please feel free to contact, 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 custo

31、mer,Thank 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 next time, please follow this:Please ignore any uncombined invoice sent by eBay automatic

32、invoice system and email me after you finished all your purchase. I will send a combined invoice 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 contact if you nee

33、d further information.Best regardsHilly解释赠品是怎么产生的：Dear customer,Thank you for your purchase. You have purchased 4 items from me, and our shipping department will add 1 randomly selected free gift, which means you will get 5 items in total. Please let me explain my buy three get one free policy.If yo

34、u purchase three items from me in one order, I will give you a free gift. If you purchase six items, i will give you two free gifts, etc. the more you purchase, the more gifts you will get.The gift beads are randomly selected from our store by us and will send them within same package. They are stil

35、l in our best selling 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 questions, please feel free to contact.Best regards，Hilly解释赠品和邮费：Dear customer,Thanks for your email.Please let me explain my buy three get one

36、 free policy.If you purchase three items from me in one order, I will give you a free gift. If you purchase six items, i will give you two free gifts, etc. the more you purchase, the more gifts you will get.The gift items  are randomly selected from our store by us and will send them within sam

37、e package. They are still in our best selling 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 shippi

38、ng postage is 1.49*9=13.41.  I hope my explanation can solve your confusion.I am a good seller. I want to do more business with you. If you have a bulk , I will give you a great offer and welcome to offer with me.Please inform me the item title (last three words) and the quantity you want. I wi

39、ll then offer you a good price.Could 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 offer you a good deal. By doing this, you dont need to bid and wait on eBay, which will save your time for waiting.If you have any

40、questions, please feel free to contact me.  I am always ready to help you.Best regardsHilly解释质量回答手链是否Pandora：Dear customer,Thank you for your interest. All our beads can fit for Pandora bracelets. As you know, the price of the Pandora is much higher than ours But please don't worry about th

41、e quality of our products. The price is low and the quality is good. It's a great value for money. If any further questions, please feel free to contact me.Best wishes,Hilly回答是否纯银（已买东西）Dear customer,Thank you for your purchase. It's sterling silver with 925 stamped as the description states.

42、 As you can see, my products are very good in quality, and the price is low. Its a good value for money. Please don't worry about the quality. If you are interested in any of my products, please contact me directly via email. I will try my best to offer you a great deal.Best wishes,Hilly回答珠子口的大小

43、：Dear customer,Thank you for your interest.It estimates that the core of our bead is approximately 4.50 mm.  Please don't worry. All our bead will fit bracelets of Pandora, Pasha, Biagi, Troll and Chamilia. If you are interested, please inform me the quantity you want, I will then offer you

44、 a good price. If any further question, please don't hesitate to contact me.Best regards,Hilly回答手链如何打开：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 fingernail gently. Pleases try it caref

45、ully and let me know. If  you have any other questions, please feel free to contact us,.Regards,Hilly回答账号被盗，无此物品：Dear customer,I'm sorry for the inconvenience caused. Please note that we do not have this item. My account was hijacked by somebody, and he listed this in my account.Please do n

46、ot bid on this item, and if you 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 cooperation.Best regards,Hilly解释EPDear customer,Thank you for your letter. EP means Electronic Plated.If

47、 you are interested in any of my products, please contact me directly via email. I will try my best to offer you a great deal. If any further questions, please feel free to contact me if you have any further questions. Im always happy to help.Best wishes,Hilly解释title:Dear Customer,Thank you for your

48、 email.please let me explain the item title, the last three words of the title  such as XXX have no exact meaning themselves, they only could help me to identify the charms in my store, as they are so many charms in my store.Hope you are cleared for my explanation.If any further questions,

49、 please feel free to contact me.Best wishes,Hilly解释帐号被封: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 technical problems of listing software, we can not list any item at this moment; were currently

50、 working with eBay about this 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

51、 our other products, please advise 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 preference, you could also get one extra bead as a free gift. The mo

52、re you purchase the more gifts you will get.Best regards Helen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 invoice system. There is a mistake and the system has not combined your invoice. Please don't worry. I have informed our shipping department to add one mor

53、e gift into your parcel. That means you will receive 2 free gifts in total. The gifts are lovely and beautiful, you will love them.You understanding is much appreciated here. You are a good customer, I'm happy to do business with you.If any further question, please feel free to contact me.Best w

54、ishes,Hilly2，已发货版本，让客户自己挑选几个相当于邮费的珠子/退款Dear customer,I'm sorry for the eBay automatic invoice system. There is a mistake and the system has not combined your invoice. I have sent your items 5 days ago. But please dont worry. In order to cover your loss and make you happy, I would like to offer y

55、ou two solutions:1, You could choose any three single bead in my store, Then I will dispatch them as soon as I got your confirmation.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

56、earliest convenience, I will 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 information. I'm sorry for this mistake. We had buy “5 get 1 free” last month, and changed it into “buy 3 get 1 free”. So our shipping department may have made some mistake about the gifts.In 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 into your next package when you finish your bidding? By doing this, I do not have to send an individual gift in one packag