带你从0-1搭建亚马逊账户：邮件模板篇

Start and End wording (apology)

We hope this message finds you well.

Thank you for providing us this feedback.

Thanks for reaching out! I'd be more than happy to help you.

Thanks so much for reaching out about order #[number]. I'm so sorry the product hasn't worked out for you.

Thank you for your message.

Let me know which option you'd prefer. If you have any questions or concerns, I'd be happy to help.

I apologize again for any inconvenience.

I sincerely apologize for the inconvenience. Please let me know if I can answer any questions, and I'd be happy to help!

We sincerely appreciate your understanding in this matter. Please feel welcome to reach out to me with any questions you may have and I would be more than happy to help.

If there's anything else that I can help you with at the moment, please feel welcome to reach out and I would be more than happy to help.

We hope this message resolves any concerns you may have about this [issue] and are more than happy to answer any additional questions.

Looking forward to hearing back from you.

Thanks for your time and have a great day.

If you have any questions, please don’t hesitate to give us a shout.

Any questions? Our team is standing by to help get you up and running. Reach out if we can help in any way.

Sorry I couldn’t be of more help. Let me know if there’s anything else I can assist you with.

General replay

Hi [Customer],

I'm so sorry that you had a negative experience with [product, service]. I've looked into the issue, and it seems that [briefly explain the reason for their bad experience, if applicable].

I've forwarded this issue to [head of the appropriate department]. I will be checking in with you in a few days to update you on the status of [issue].

Once more, I sincerely apologize for the inconvenience. Please let me know if I can answer any questions, and I'd be happy to help!

Best Regards,

[Your name]

Ask for more information:

Hi [customer],

Thanks for your message. I’m not sure I follow what you’re saying, any chance you could provide a little more detail? A screenshot would be super helpful as well. [or photo of the product]

I’ll do my best to help.

Best Regards,

[Your name]

Provide solution to customer

Hi [Customer name],

I’m sorry for the trouble you’ve been having with [this feature]. My team and I are doing everything we can to resolve this as fast as possible. [Include steps you are taking, if applicable.]

In order to support you through this, I need some information from you. Could you tell me/ provide me with [important information or ask for photo and other details]?

Meanwhile, here are some actions you can take that may resolve the issue: [state actions like restart, resubmit, etc.]. If these don’t work, I’ll get back to you [within one business day] with an alternative solution.

Best Regards,

[Your name]

Hi [Customer name],

Thanks for reaching out about your recent order. I’m sorry to hear about your experience. This must be frustrating. I will do everything I can to make it right as soon as possible.

First, I can offer the following options:

[Available Options]

‍Can you please tell me which you would like to choose? From there, I can determine the next best steps to take.

I apologize for any inconvenience this has caused and thank you for your business.

Best Regards,

[Your name]

Hi [Customer name],

Again, I’m sorry about your experience, and I am here to help.

You’ve chosen [Customer Choice], and I will do everything I can to have this resolved right away. First, I will just need the following from you.

[Required Information]

‍Then, if you could please help me by [Required Action], I will help you get this resolved immediately.

Thank you again for shopping with [Company Name].

Best Regards,

[Your name]

Hello [name],

I’m sorry again for your experience with [whatever the complaint is about]. I can understand how frustrating it must have been to be expecting [something] and receive [something different].

After looking into the issue, I’m pleased to be able to offer you the following options:

[Option #1]

[Option #2]

[Option #3]

I’ll take your lead on how to proceed from here, but I hope one of these solutions will help make up for the challenges you’ve experienced.

Sincerely,

Refund notification

Hi [Customer],

I've processed your refund, and you should expect to see the amount appear in your bank account in the next couple of business days.

If you're still on the search for the right choice for you, let me know. I'd be happy to talk you through some of our other options and see if any of them feel like a good fit. Thank you for your time and for giving us a try.

I hope to connect with you again in the near future.

Best Regards,

[Your name]

Dear [name],

As we discussed, I’ve requested that a refund be issued to your account in response to [your complaint]. You should see the amount credited to [your original payment source] within [time period].

Again, I’m sorry that [our product or service] didn’t meet your expectations. If we can help in any way in the future, please reach out.

Sincerely,

[Your name]

Hi [Customer],

Thanks for reaching out about your recent order. I see that you are requesting a refund. I’m sorry that you were unsatisfied with your purchase. And I’ll do everything I can to make this right. We stand behind our products and, more importantly, our customers.

I would like to get your refund processed as quickly as possible. So, here are the next steps.

‍[Refund Request Process]

Thank you for being a loyal customer. We appreciate your business.

Best Regards,

[Your name]

Product exchange

Hi [Customer],

Thanks for letting us know about this faulty product. We'll do our best to assess the problem and determine exactly what went wrong with your [product name].

In the meantime, please provide us with your name, address and phone number and accept this replacement product.

We'd like to offer our sincerest apologies for any inconvenience this may have caused. We hope you continue to enjoy using our product and we are happy to answer any questions or concerns you may have.

Please feel welcome to contact our support team at [phone number], or reply to this message and we'd be more than happy to help.

Best Regards,

[Your name]

Hi [Customer],

I have received [Required Information], (Thank you for that). And, I have processed your exchange. You should receive your new [Product name] within [Maximum Time for Delivery].

For your records, the package will be shipped with [Shipping Carrier]. Here is the tracking number so you can see the status of your delivery: [Tracking Number With Link to Tracking URL].

If there is anything else I can help you with, feel free to reply to this message at any time.

Thanks again for shopping with [Company Name/brand name]

Best Regards,

[Your name]

Shipping status related

Hi [Customer],

Thanks for reaching out about your recent order [order id, if applicable]. I see that you’re looking for a shipping status update. I can definitely help you with that. But, before I do, I will need a little more information from you. Can you please provide me with the following information?

[Needed Information]

If you can shoot that over to me, I will be able to access your response within [Average time to reply]. Then, I will reply promptly with your shipping status update and tracking number to get this resolved for you right away.

We sincerely appreciate your patience.

Best Regards,

[Your name]

Hi [Customer],

Excellent! Thank you for that information. It was very helpful.

I’ve looked up your order, and as of right now, the status is [Shipping Status]. Your package should arrive on [Expected Arrival Date]. So that you can follow along at your convenience, your package is being delivered by [Shipping Carrier] and your tracking number is [Tracking Number With Link to Tracking URL].

If there is anything else I can help you with, feel free to reply to this [email/message]

Best Regards,

[Your name]

Follow up email

Hi [Customer name],

Hope you’re doing great. I wanted to check in with you regarding the issue you had the other day. Was it resolved? Do you need any additional help? I’d be happy to assist you in any case.

Have a great day,

[Your name]

Angry customer response

Hi [Customer],

I am so sorry to hear that you have had such a poor experience.

Customer satisfaction is always a number one priority for us. I'm deeply sorry that that wasn't clearly demonstrated to you.

As much as I hate to see you go, I completely understand how upset you must feel. I apologize again for any trouble we may have caused you. Good luck with your business, and I wish you all the best.

Let me know if you have any more questions, comments, or concerns.

Best,

[Your name]

Customer Complaint Response

Hi [Customer],

I am so sorry to hear that [provide a brief summary of their bad experience]. That should never have happened, and I completely understand how frustrating this must be for you. I will relay this message to the appropriate department.

We are prioritizing resolving [the issue they faced with your product, company, or service]. Our team is jumping on that problem right away, and I will let you know as soon as it's fixed.

I appreciate you letting me know about your negative experience. We strive to ensure every customer is satisfied with our business, and I apologize for any way in which we may have inconvenienced you.

Let me know if you have any more questions, comments, or concerns.

Best Regards,

[Your name]

Return order contact

Dear [customer name],

We have processed your return request and we would like to know if you have received your refund. Should you have any other issues, please don’t hesitate to contact us. We are always here to help.

We noticed that the reason for your return is “[return reason]”, would you like to give us more details about the issue so that we can better address that for you? Customer satisfaction is always our top priority.

Best Regards,

[Your name]