卖家在进行订单销售的过程中，总会与买家多多少少发生一些纠纷。本文将根据订单付款后、发货前、发货后以及买家提出纠纷等阶段，提供一些常用的英文沟通技巧。
一． 付款阶段
1. A. 买家未付款催单技巧
Dear Valued Customer,
Good day. We appreciated your purchase xxx(具体的产品) 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. 款项正在审核阶段
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. 订单付完款后，发货前
2. 买家下完单，但是缺货断货，可推荐其他产品或者同意退款，询问买家意见
Dear Valued Customer,
Thank you for your order. The item(s) you ordered is currently out of stock. It will be available on (具体时间). 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. 买家选择的是发货，但是卖家只能用E-邮宝或者小包发货，询问买家是否愿意接受
Dear Valued Customer,
Thank you for your order. I am so sorry that we cannot ship your item(s)via DHL（四大快递) as you requested because（具体原因）. Can we ship your item(s) via E-packet （或者其他的货运方式）? 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. 发货后
4. 卖家发货了，告知买家发货方式和查询网址
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. 货物被物流公司丢失，询问买家是否同意重新发货
Dear Valued Customer,
Good day. I am very sad the items I shipped to you on XXXX(发货日期) 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. 货物正常在途，请买家等待
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(承诺运达时间). Please be patient. Any questions, feel free to let me know, I am here to help you.
Best Regards,
Seller ID
7. 货物到达买家海关，请买家去清关（确认买家需要交关税的情况）
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. 货物妥投，妥投的具体地址和签收人一致,但是买家反馈没有收到货，请买家再次核实
Dear Valued Customer,
Your package of order number: xxx was delivered to the address you provided, here is the shipping label(附上发货底单给买家).
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. 官网查询买家已签收包裹，提醒买家确认收货并留好评
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. 买家开启纠纷（包括普通纠纷和平台纠纷）
10. 买家投诉货物与描述不符，询问具体原因和请买家提供证据
Dear Valued Customer,
We have received your dispute message that XXXX（买家所反馈的具体问题）. 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. 买家投诉部分收到货物，询问具体收到的数量，考虑补发
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. 买家投诉电子类产品功能无法正常使用
Dear Valued Customer,
We have received your dispute message that your XXXX（具体产品）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. 买家投诉产品有污渍或者刮痕
Dear Valued Customer,
We have received your dispute message that your XXXX（具体产品）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. 双方达成一致，纠纷仍然开启并升级到平台，引导买家关闭纠纷。
Dear Valued Customer,
As our agreement, we will (解决方案) 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. 纠纷升级到平台，等待平台纠纷专员裁决期间，仍争取跟买家沟通
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 (解决方案). 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. 如果买家收到的货确实货不对版或者质量问题，也提供了证据给您，询问买家的方案
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(具体金额可视具体的情况).
(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. 开纠纷前，如果买家接受了部分退款，保留货物的意见，告知会同意部分退款或者找客服帮忙
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. 如果买家就是不喜欢收到的货（自身原因），坚持就要退货，同意退货，可告知买家风险
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:
(详细英文退货地址：包括收件人姓名，电话，邮编，买家需要选择的货运方式和申报价格等)
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. 同意买家退货，询问买家退货进度
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. 收到买家的退货，同意退款给买家，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.
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