敦煌網賣家在進行訂單銷售的過程中，總會與買家多多少少發生一些糾紛。本文將根據訂單付款后、發貨前、發貨后以及買家提出糾紛等階段，提供一些常用的英文溝通技巧。

一． 付款階段

1. A. 買家未付款催單技巧

Dear Valued Customer,

Good day. We appreciated your purchase xxx(具體的產品) for this order. We have these items in stock. However, we noticed you that haven't paid yet. This is a friendly reminder to you to complete the payment. The earlier you pay, the sooner you will get the item. If you have any problems to make the payment, please let us know. We can help you to resolve the payment problems. If you do not need it, just let it be and it will be closed after it’s expired.

Looking forward to hearing from you soon.

Best Regards,

Seller ID

B. 款項正在審核階段

Dear Valued Customer,

Thank you for your order. Your payment is currently in processing and the order will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issue, please feel free to contact us.

Thank you!

Best Regards,

Seller ID

二. 訂單付完款后，發貨前

2. 買家下完單，但是缺貨斷貨，可推薦其他產品或者同意退款，詢問買家意見

Dear Valued Customer,

Thank you for your order. The item(s) you ordered is currently out of stock. It will be available on (具體時間). We would like to confirm how you would like to proceed with your order:

1. Wait for the item(s), we will give you $** as compensation

2. Select any other item(s) of equal value to your order

3. Request a refund.

Please let us know which you prefer. Whatever you choose, I will respect your choice.

Looking forward to hearing from you soon.

Thank you!

Best Regards,

Seller ID

3. 買家選擇的是DHL發貨，但是賣家只能用E-郵寶或者小包發貨，詢問買家是否愿意接受

Dear Valued Customer,

Thank you for your order. I am so sorry that we cannot ship your item(s)via DHL（四大快遞) as you requested because（具體原因）. Can we ship your item(s) via E-packet （或者其他的貨運方式）? Although it will take 10-15 business days, it’s a stable shipping method to ensure you can receive it. If you agree with that, we can refund you $** for difference of postage. Please let me know your choice.

We look forward to hearing from you soon.

Thank you!

Best Regards,

Seller ID

三. 發貨后

4. 賣家發貨了，告知買家發貨方式和查詢網址

Dear Valued Customer,

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 here: www.xxxxx.com for updates.

Please note, it will take 2-5 days until the tracking information can be viewed online. If you have any further questions, please feel free to contact us.

Thank you!

Best Regards,

Seller ID

5. 貨物被物流公司丟失，詢問買家是否同意重新發貨

Dear Valued Customer,

Good day. I am very sad the items I shipped to you on XXXX(發貨日期) has been lost by the shipping carrier.(Enclosed the relevant documents for your reference)

At this point, we would like to offer you two solutions:

1. Resend you the items

2. Issue full refund to you

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

Looking forward to hearing from you soon.

Best Regards,

Seller ID

6. 貨物正常在途，請買家等待

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 here: www.xxxxx.com. Your package is on route and will be delivered before XXXX(承諾運達時間). Please be patient. Any questions, feel free to let me know, I am here to help you.

Best Regards,

Seller ID

7. 貨物到達買家海關，請買家去清關（確認買家需要交關稅的情況）

Dear Valued Customer,

Your order number: xxx, has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note you might have to pay VAT (value added tax)

If you need any documents or certification, please feel free to contact us directly and we will be glad to assist you.

Thank you!

Best Regards,

Seller ID

8. 貨物妥投，妥投的具體地址和簽收人一致,但是買家反饋沒有收到貨，請買家再次核實

Dear Valued Customer,

Your package of order number: xxx was delivered to the address you provided, here is the shipping label(附上發貨底單給買家).

If you have not yet received your package, please check with your local post office, or any family member or neighbor who might have signed it. If nowhere to find the package, please contact the shipping carrier to get the Claim No and provide it with me, thus I can check with my shipping carrier to get an outcome.

Any questions, please feel free to let me know.

Best Regards,

Seller ID

9. 官網查詢買家已簽收包裹，提醒買家確認收貨并留好評

Dear Valued customer,

We have tracked your order (order No: xxx), and it was delivered to the shipping address you provided. Please make sure you have received your item(s) in perfect condition, and then 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!

Best Regards,

Seller ID

四. 買家開啟糾紛（包括普通糾紛和平臺糾紛）

10. 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

Dear Valued Customer,

We have received your dispute message that XXXX（買家所反饋的具體問題）. Could you please send us clear photos and/or the link of video，so that I can resolve it as soon as possible.

If you don’t know how to upload the evidence, please feel free to contact with us.

Thank you for your time!

Best Regards,

Seller ID

11. 買家投訴部分收到貨物，詢問具體收到的數量，考慮補發

Dear Valued Customer,

We have received your dispute message that you claim you only received partial. About this order, it includes:

***pcs ***;

***pcs ***;

Please let us know how many of each item you have received. So we can confirm again with our shipping agent and factory.

Once it was confirmed, we’ll arrange reshipment or partial refund for you.

Thank you for your time!

Best Regards,

Seller ID

12. 買家投訴電子類產品功能無法正常使用

Dear Valued Customer,

We have received your dispute message that your XXXX（具體產品）cannot work properly. Please provide a video to show us the problem. For the video, please make sure:

1) Test the charger (or battery) with another device to show it works well;

2) connect the charger (or battery) to the product and charge it for about a few minutes;

3) Press the power button to show us if it would turn on.

Once we check your video, we can find the problems and offer solutions to you.

Thanks so much for your cooperation.

Best Regards,

Seller ID

13. 買家投訴產品有污漬或者刮痕

Dear Valued Customer,

We have received your dispute message that your XXXX（具體產品）were damaged/scratched/stained during arrival. In order to help you solve this soon, please show me pictures as follow:

1) Pictures of the inner package and the close up pictures of the defective area, which can show the problem.

2) The picture(s) of the outer package if it is damaged or unsealed when it's delivered. Alternatively, you can also provide official damage report from the post office.

Once it was confirmed, we can find the problems and offer solutions to you.

Thanks so much for your cooperation.

Best Regards,

Seller ID

14. 雙方達成一致，糾紛仍然開啟并升級到平臺，引導買家關閉糾紛。

Dear Valued Customer,

As our agreement, we will (解決方案) and you agree to close this dispute. If you don’t know how to close dispute, you could contact on line customer service.

We look forward to hearing from you soon.

Thank you

Best Regards,

Seller ID

15. 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 aware that you have escalated the case to DHgate. Please let us know if you agree with (解決方案). We would be grateful if you could give us a chance to help you resolve this matter personally.

We look forward to hearing from you soon.

Thank you!

Best Regards,

Seller ID

16. 如果買家收到的貨確實貨不對版或者質量問題，也提供了證據給您，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 XXUSD(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 items or a full refund.

Please let us know which option you would prefer.

Thank you!

Best Regards,

Seller ID

17. 開糾紛前，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, you have accept the partial refund $xx, please go to “my DHgate” and click “refund and refund” then select the solution: “Seller partial refund $xx, buyer no need to return”.

Once we 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!

Best Regards,

Seller ID

18. 如果買家就是不喜歡收到的貨（自身原因），堅持就要退貨，同意退貨，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 insist return & refund, you can return the item(s) to us. Once we received the item(s) well, we will provide you full refund.

Please note that you will have to pay 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.

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

Thank you!

Best Regards,

Seller ID

19. 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. Could you send the shipping label to us, or 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!

Best Regards,

Seller ID

20. 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 have informed DHgate to apply the refund for 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,

Seller ID（來源：敦煌網）

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