跨境电商客户服务英语 课件 Task 14 订单取消确认函;Task 15 接受买家的退货、退款要求;Task 16 拒绝买家的退货、退款要求

跨境电商客户服务英语（第一版）导论目录Contents第一章售前服务电子商务客户服务渠道与客服咨询模板任务1产品描述要点、案例与模板任务7拒绝买家的折扣要求任务2欢迎词、问候语类电邮的书写任务3产品信息咨询任务5如何书写催促付款电邮任务6接受买家的折扣要求任务4

关于价格、折扣、促销、付款方式、运费和关税咨询目录Contents第二章售中服务任务8订单确认函任务14订单取消确认函任务9发货通知任务10发货延误任务12修改发货地址要求任务13发货过程中常见问题的处理：错发、丢件、货物破损任务11关于发货、到货时间的咨询HowtoReplyOrderCancellationConfirmation订单取消确认函内容提要1.

TheGuidelinesfortheHandling应对基本准则2.CancellationConfirmationE-mailTemplates订单取消确认函模板【内容提要】作为电商卖家，最大的失望莫过于客户取消订单。但是，如何高效且体面地应对该工作任务，是客服人员的职责，也是本任务介绍的重点。知识目标：理解该工作任务的基本原则，掌握有关词汇与句型。能力目标：通过经典案例分析和模板的学习，能够在保持风度的

同时做最后一次营销。Weallknowtheclichébreakupline(关系破裂时陈词滥调的说辞)-"It'snotyou,

it'sme."

Inromanticrelationships,

thisphrasemaybeacop-out,

butwhenitcomestoyourcustomers,

itmightactuallybetrue.

Therearemanyreasonsacustomermightcancelhispaidorder(已付订单),

butwhatevertheyare,

cancellations

arenofun.

That'sdefinitelytrue,

notjustforthemerchants

butalsoforthecustomers.

Afterall,

they'llhavetogothroughtheentireprocessofcancelingtheorder,

andthenyou'llhavetorefund

them.clichébreakupline

(关系破裂时陈词滥调的说辞)paidorder

(已付订单)Cancellationconfirmation

(取消确认)e-mailenablesyoutoacknowledge

customers'cancellationofanyplacedorder.However,itdoesn'thavetobeacompletelynegativeexperience.Infact,therearewaysyoucanturnthisintoamoney-makingopportunityforyouronlinestore.Let'slookatsomeofthebestwaystodothat.cancellationconfirmation

(取消确认)A．UnderstandMainIdeas1.Whatarethemainguidelinesforhandlingordercancellations?Answer:Maintainyourquality.Recommendotherproducts. TheGuidelinesfortheHandlingMaintainyourcourtesyWhenyoucraftthecancellationconfirmation,rememberthatthisdoesn'tmeanyourcustomeriscompletelydonewithyourcompany.Itcouldbethattheyorderedthewrongstyle,colororsize,orarenolongerinterestedinthatparticularproduct.Youcanmaintainyourpositivityandbrandbycontinuingtoprovidequalitycustomerservicethroughoutallyourcommunications.Remember,taketheopportunitytobuildupyourbrandinallsituations.You'reinvestinginlong-termcustomers(长期客户)bythisway.Checkouttheexamplebelowandsensehowitkeepsitsdecency.long-termcustomers

(长期客户)B.UnderstandDetails:1.InwhatwaycanyouturnOrderCancellationintoamoney-makingopportunityforyouronlinestore?A.maintainyourpositivityB.continuetoprovidequalityC.taketheopportunitytobuildupyourbrandD.alltheaboveKey:D2.WhichofthefollowingisNOTthemainreasonforcustomers’ordercancellations?A.nolongersatisfiedwithyourserviceB.orderedthewrongcolororsizeC.orderedthewrongstyleD.nolongerinterestedinthatparticularproductKey:A3.‘Remember,taketheopportunitytobuildupyourbrandinallsituations.’Whichofthefollowingcanbestreplacetheexpressionbuildupinthesentence?A.maintainB.establishC.promoteD.spreadKey:BRecommendotherproductsCustomersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.Youcandothiswithautomatedproductrecommendations

(产品推荐),similartowhatyouofferintheplatform.Youcansetupautomaticproductrecommendationseitherbasedonyourtopsellersoryournewestofferings

(最新发行(的产品)).Thismeansyoucanexcitethemaboutwhatelseyouhave.Ofcourse,everyonelovesanincentive,soyoucanalsoincludeareasonforthemtocomebacktomore.productrecommendations

(产品推荐)newestofferings

(最新发行(的产品))Theusualoptionsare:freeshippingonthenextorderfreeshippingafteracertainamount(forexample,onallordersabove$50)adiscount(10%-25%)afreegiftwithanyorder(oranyorderafteracertainamount)Therearemorewaysyoucanmotivateyourcustomerstobuymoreinyourcancellationconfrmatione-mails.2.Canyoulisttheusualincentiveoptions?Answer:• freeshippingonthenextorder• freeshippingafteracertainamount(forexample,onallordersabove$50)• adiscount(10%-25%)• afreegiftwithanyorder(oranyorderafteracertainamount)4.WhatcouldbeshownoffwithautomatedProductRecommendations?A.similarproductsB.out-of-seasonitemsC.topsellersornewestofferingsD.specialoffersKey:C5.Whichincentiveoptioncanmakeyourcustomerscomebacktomore?A.afreegiftwithanyorderB.adiscountC.freeshippingonthenextorderorafteracertainamountD.alltheaboveKey:DCancellationConfirmationE-mailTemplatesTemplate#1:Cancellationconfirmationwithoutfee(fullrefund)Dear[CustomerName]Wearesadtohearthatyouwouldliketocancelyourorder.Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.Asfortherequestofcancellation,wewouldbeprocessingtheFULLREFUND

(全额退款)assoonaswecan.Pleasetakenotethatitmaytake**daystorevertyouraccount.fullrefund(全额退款)OrderDetails:OrderNumber:***** Date:*****

[ProductName]+[ProductPicture]

[X]$RefundableAmount

[X]$Shouldyouhaveanyquestionsregardingourservices,feelfreetocheckourFAQ'sonthewebsite.Wehopetoprovideyouwithbetterproductsagaininthefuture.VerySincerely,[YourName][YourCompanyName]Template#2:CancellationconfirmationwithfeeDear[CustomerName]Ithascometomyattentionthatyouhavechosennottopurchasethe[ProductName]thatyouhadboughton[PurchaseDate].Idounderstandthatthismightnotbethebesttimeforyoutobuya[ProductName].However,asperourcancellationpolicy,youwillbecharged[$*]forcancelingyourorder.Becauseallordersareautomaticallyprocessedonoursecuremerchantprocessorandsentforshipmentassoonastheyareplaced.Duringthisprocessweincurirreversiblefees(不能退的费用).Formoredetails,pleasecheckoutourCancellationPolicyat[LinktoCancellationPolicyPage]:OrderDetails:OrderNumber:***** Date:*****

[ProductName]+[ProductPicture]

[X]$RefundableAmount

[Y]$Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.Kindregards,[YourName][YourCompanyName]Template#3:CancellationconfirmationaftershippingDear[CustomerName]Thise-mailservesasanotificationthatyouhavecancelledyourorderon[Date].Toourregret,thisonewasn'tthebestfitforyou.However,theparcelhasbeenshippedouttothedestination,andpleasecheckthetrackingnumberfortheshipment:[TrackingNumber]Asperourlatecancellationpolicy,ifyoucancelyourorderAFTERithasbeenshipped,thecancellationwillhavetobetreatedasaReturnwithallapplicablefees

(产生的费用).PleasefollowourReturnPolicies&Procedures:(LinktoReturnPolicies).Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.VerySincerely,[YourName][YourCompanyName]irreversiblefees(不能退的费用)applicablefees

(产生的费用)Template#4:CancellationconfirmationwithproductrecommendationandincentivesDear[CustomerName]Thise-mailservesasanotificationthatyouhavecancelledyourorderon[Date]at[Time].Weseethisonewasn'tthebestfitforyou.Wegetthat.Butwealsoknowthatwe'vegotlotsofothergreatoptionswe'reprettysureyou'lllove.Howsure?Well,let'sjustsaywe'rewillingtoputourmoneywhereourmouthis.Onyournextorder,notonlywillyougetabsolutelyfreeshipping,butyoucangoaheadandtakeanextra**%offwiththediscountcode*****.Anyorder,whateveryouwant,justbesuretouseitbefore[Date].CAT(BuyNow/UseDiscountNow)

Lookingforwardtohearingfromyou!VerySincerely,[YourName][YourCompanyName]C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.productrecommendations,craft,incentive,long-termcustomers,notification1.Whenyoucraftthecancellationconfirmation,rememberthatthisdoesn’tmeanyourcustomeriscompletelydonewithyourcompany.2.Remember,taketheopportunitytobuildupyourbrandinallsituations.You’reinvestinginlong-termcustomersthisway.3.Customersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.YoucandothiswithautomatedProductRecommendations,similartowhatyouofferintheplatform.4.Ofcourse,everyonelovesanincentive,soyoucanalsoincludeareasonforthemtocomebacktomore.5.Thisemailservesasanotificationthatyouhavecancelledyourorderon[Date].D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.订单取消函即向客户确认他们所取消的订单。(acknowledge)CancellationConfirmationemailenablesyoutoacknowledgecustomers’cancellationofanyplacedorder.2.在书写订单取消函的时候，切记这不意味着该顾客已经与你的公司彻底断绝关系。(becompletelydonewith)Whenyoucraftthecancellationconfirmation,rememberthatthisdoesn’tmeanyourcustomeriscompletelydonewithyourcompany.3.顾客可能不想要或不喜欢某一件特定的产品，但是你可以借机向其展示一些最好的东西。(showoff)Customersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.4.我们感激您的继续惠顾，诚如我们尊重您终止协议的决定一样。（Asmuchas）Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.5.本邮件旨在通知您已经在六月三日取消订单。(servesasanotification)ThisemailservesasanotificationthatyouhavecancelledyourorderonJune3rd.E.CraftCancellationConfirmation1.Writeacancellationconfirmatione-mailwithfullrefundbasedonthefollowinginformation.Customer:MonicaWadeDate:11/21/2019OrderNumber:CX5-0000758-82314-12ProductName:RoseWaterBalancingFacialTonerRefundableAmount:$16.95TimetoRevertAccount:5DaysCompany:B.WITCHINGBATHCO.Representative:KatelynHustonTitle:CustomerSupportO_x001D_cerE-mail:customerservice@Telephone:(833)330-2284SampleHeyMonicaWade,Wearesadtohearthatyouwouldliketocancelyourorder.Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.Asfortherequestofcancellation,wewouldbeprocessingtheFULLREFUNDassoonaswecan.Pleasetakenotethatitmaytake5daystorevertyouraccount.OrderDetails:OrderNumber:CX5-0000758-82314-12Date:11/21/2019RoseWaterBalancingFacialToner$16.95RefundableAmount$16.95Shouldyouhaveanyquestionsregardingourservices,feelfreetocheckourFAQ’sonthewebsite.Wehopetoprovideyouwithbetterproductsagaininthefuture.VerySincerelyKatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-22842.Writeacancellationconfirmatione-mailaftershippingbasedonthefollowinginformation.Customer:MonicaWadeDate:11/21/2019TrackNumber:CTAFT0000160477YQProductName:RoseWaterBalancingFacialTonerRefundableAmount:$16.95ReturnPolicies:/articles.asp?id=3Company:B.WITCHINGBATHCO.Representative:KatelynHustonTitle:CustomerSupportOfficerE-mail:customerservice@Telephone:(833)330-2284SampleDearMonicaWade,Thisemailservesasanotificationthatyouhavecancelledyourorderon11/21/2019.Toourregret,thisonewasn’tthebestfitforyou.However,theparcelhasbeenshippedouttothedestination,andpleasecheckthetrackingnumberfortheshipment:CTAFT0000160477YQAsperourlatecancellationpolicy,ifyoucancelyourorderAFTERithasbeenshipped,thecancellationwillhavetobetreatedasaReturnwithallapplicablefees.Pleasefollowour

ReturnPolicies&Procedures:/articles.asp?id=3.Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.VerySincerelyKatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-2284Chapter3Task

15

EnglishforCross-borderE-commerceCustomerCareRespondtoReturnorRefundRequest1(AcceptClaim)Claim:arequestforasumofmoneythatyoubelieveyouhavearightto,especiallyfromacompany,thegovernment,etc.索款，索赔CONTENTSWhatshouldyoudoifacustomerrequestsareturnorrefund?2.

EmailTemplates-RefundorReturnrequests

Scenario:CustomerInquiry:Subject:ReturnRequestforOrder#12345Hello,Irecentlypurchasedapairofshoesfromyouronlinestore,butunfortunately,theydon'tfitasexpected.Iwouldliketoreturnthemforafullrefund.Couldyoupleaseletmeknowtheprocessforreturningtheitem?OrderNumber:12345Item:XYZRunningShoesOrderDate:April30,2024DeliveryDate:May10,2024Thankyou,EmilyJohnsonCompany:GlobalFootwearObjectives:Attheendofthislesson,youshouldbeabletowriteareplyemailtoreturn/refundrequestsfromyourcustomers.01.Reading

Keywords:1.frustrating:causingyoutofeelannoyedandimpatientbecauseyoucannotdoorachievewhatyouwant.令人懊恼的；令人沮丧的Refundsarefrustrating,butcompletelynormal.2.refine:tomakeasubstancepurebytakingothersubstancesoutofit.精炼；提纯；去除杂质

toimprovesthbymakingsmallchangestoit.改进；改善；使精炼Youshoulddothisbydeliveringaproductorservicethatpeoplearehappytobuy,andrefiningyourmarketingmessagingtoreachtherightpeople.优化3.enforce:to

make

sure

that

people

obeyaparticularlaworrule强制执行，强行实施.4.stew:tothinkorworryaboutsth为某事担忧，感到不安stewinone’sangerenforceanunreasonable“NoRefunds”Policy

Keywords:5.placatesb:tomakesbfeellessangryaboutsth安抚；平息（怒气）令人懊恼的；令人沮丧的6.argumentative:apersonwhoisargumentativelikesarguingoroftenstartsarguing好争论的；爱辩论的

7.suspicious:feelingthatsbhasdonesthwrong,illegalordishonest,withouthavinganyproof感觉可疑的；怀疑的11.outrageous:veryshockingandunacceptable骇人的，无法容忍的12.seamlessly:无缝衔接的8.probe:toaskquestionsinordertofindoutsecretorhiddeninformationaboutsb/sth探究investigate9.insinuate:tosuggestindirectlythatsthunpleasantistrue.暗示，旁敲侧击地指出（不快的事）10.eventuality:somethingthatmaypossiblyhappen,especiallysthunpleasant(尤指令人不快的）可能发生的事情，可能出现的结果。

Phrasesandidioms:1.falloutsideof不属于

2.irrevocabledamage不可挽回的损失

3.creditcardfraud信用卡欺诈4.Putondetectivehat调查5.Wiggleyour

way

out逃避责任6.Bend

the

rule灵活调整规则CreditCardfraudLet'ssaysomeonestealsanotherperson'screditcardinformation,includingthecardnumber,expirationdate,andsecuritycode.Withthisinformation,thefraudstercanmakeunauthorizedpurchasesonlineorin-person.Theymightusethestolencarddetailstobuyexpensiveitems,giftcards,oreventransferfundstoanotheraccount.Thelegitimatecardholderwouldonlyrealizetheircardhasbeencompromisedwhentheyreceivetheircreditcardstatementwithchargestheydidn'tmake.Thisisacommonexampleofcreditcardfraud,wheresomeoneillegallyusesanotherperson'screditcardinformationforfinancialgain.02.Writing

Template1:AcceptingRefundHi[CustomerName],We’resorrytohearthatyoudidn’tenjoyyourexperienceat[storename].Customerhappinessisimportanttousandwe’rehappytoreviewyourrequesttoreceivearefundfor[productorservice].Refundrequestsusuallytake[numberofdays]toreview.WewillinformyouoncewehavehadachancetoReview/investigateyourcase.Iftherequestisapproved,youcanexpecttherefundtobecompletedwithin30Days.Ifthereisanythingelsewecanhelpyouwith,pleaseletusknow.Best,[Yourcompanyname]

Template2:AcceptingRefundHi[CustomerName],I’veprocessedyourrefund,andyoushouldexpecttoseetheamountre-appearinyourbankaccountinthenextcouplebusinessdays.I’msorrytohearthatyoudidn’tlikeyournewproduct.Icompletelyunderstandthatitisn’tforeveryone.Ifyou’restillonthesearchfortherightchoiceforyou,letmeknow.I’dbehappytotalkyouthroughsomeofourotheroptionsandseeifanyofthemwouldbeagoodfitforyou.Inthemeantime,thankyouforyourtimeAndforgivingusatry.Ihopetoconnectwithyouagaininthenearfuture.Best,[Yourcompanyname]

Template3:AcceptingproductreturnSubjectline:Conrmationof[Product]Return.Dear[CustomerName],Perourconversationon[DateofProductReturnConversation],wehaveprocessedareturnofthe[ProductPurchased].We’redisappointedthisproductdidn’tmeetyourneeds,butcertainlyunderstand.Attachedisashippinglabelyoucanprintandattachtotheitemsothatyoucanshipitbacktousfreeofcharge.Herearethethreesimplestepstofollow:1)Place[Product]backintotheshippingboxitcameinalongwiththeoriginalpackaging.2)Printandattachtheshippinglabel.3)Takeittoyournearestcarrierdrop-offlocation(shippingpartner,andthenearestcarrierdrop-offlocationlink)Assoonaswereceivethereturneditem,wewillissuearefund.Within[**Days](numberofbusinessdaysittakesforthecustomertoreceivearefund),youwillseearefundof[Amount]onyourcreditcard.Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,[Name,Position,Dept.][PhoneNumber,WebsiteAddress]

Template4:AcceptingproductreturnDear[CustomerName],[Company’sName]strivestodobusinessinatrustworthyandmutually-fairfashion100%ofthetime.Ihaverefunded$Xtoyourbankaccount(endinginx).Youwillseethecreditappearonyourbillingstatementwithin1-3businessdaysdependingonyourbank.Donothesitatetocontactmepersonallyifyouhaveanyfurtherthoughtsonthismatter.And,asalways,I’dbeinterestedinyourgeneralthoughtsabout[Company’sName].Bestregards,[CustomerService][CompanyWebsite][E-mailAddress]

跨境电商客户服务英语（第一版）Howtorefuserefundclaimthroughemail2.EmailTemplatesforRefusingCustomer’sRequestforRefundandTask16:RespondtoRefundRequest2(DeclineClaim)拒绝买家的退货、退款要求【内容提要】拒绝客户要求比答应客户更需要技巧与策略，但涉及退货、退款的决策，客服人员必须照章办事，公事公办。本节介绍拒绝要求的注意事项，以及常见理由而拒绝要求的电邮模版。

知识目标：理解退货、退款任务的五点事项，掌握在执行过程中的表达方式和措辞技巧。能力目标：能够坚决同时又不失礼节地拒绝退款、退货邮件/站内信。Whenacustomercontactsyouwanting

arefundforapurchase,itcanbeanawkwardexperience.Thisbecomesespeciallytrueif

youcannotissuearefundduetotheconditionofthereturneditemoryourbusinesspolicyonreturns&refunds.Inordertodeclinerefundsinaneffectivemanner,firstyouneed

explainwhy.Beconciseandgivespecificreasonsandyou'relesslikelytolosefaithorreceivepushbackfromacustomer.

Reasonsfordecliningarefundcanvary:Oldwarranties(质保期过期)MissingtherefunddeadlineTheproductwaspartofapromotionwithnorefundsauthorizedAndsoon.Youwillwanttoexplainthesereasonsanddosowithcourtesy.HowtorefuserefundclaimthroughemailBeforeyouwriteanemailrejectingarefundrequest,considercarefullyhowyouwishtopresentthatcorrespondence.Herearesometips:1.1Usecompanyletterhead(抬头)orsignatures.Ifyouhaveatrademarkemailsignature

(标准电子邮件签名)orletterhead,useittoappearmoreofficial.Thiswillnotbeaninformalemailbutonewrittenlikebusinesscorrespondence.trademarkemailsignature

(标准电子邮件签名)1.2Befirmandcourteous.Startbyacknowledgingtherefundrequestandyourstepsindeterminingifitwasvalid.Thenexplainyourdecisiontodenytherefund.Useactivelanguagelike,"Ilookedintoyoursituationandourrefundpolicydoesnotallowoneinthiscase."Considerindicatingthatyouspoketoamanagertoaddtotheauthority.Thisalsoshowsthatyoulookedintothismatterthoughtfullyanddidnotrejecttherefundrequestrightaway.Investigation,evenwhenitendsinanegativeconclusion,isappreciatedmorethanuninformeddecisionmaking.1.3Expressregretbutremainlogical.There‘snoharminindicatingthatyou’resorrybutthepolicydoesnotallowarefundinthismatter.Itshowsempathy

(同理心)butalsodemonstratethatyourhandsaretiedwhenitcomestothesituation.Ifthere'samanufacturer'spolicythatvoidsthewarrantyorotheritemsoutofyourcontrol,mentionthemtoo.Youwanttogivespecificreasonsbecausebeingvaguewillonlycontributetofrustration.1.4Thankthecustomer.Thismayseemlikeanoddthingtodobutappreciationcangoalongwaywithnegativenews.Indicatethatyou'regratefulfortheirpatronageandyouhopetheywillshopwithyouagain.Offeradiscountfortheirnextpurchaseifyouhavethemeanstodoso.Evena15percentdiscountcanencourageforgiveness.Beforeyousendtheemaildecliningarefund,proofread(校改)itcarefullyandchecktoseeifyoumissedanypolicyexplanations.Youwantyourlettertobeclear,wellwritten,andcontainallapplicablereasonsfordenyingtherefund.

A.UnderstandMainIdea:

1.

Accordingtothepassage,whatarethemainreasonsfordecliningarefund?Answer:OldwarrantiesMissingtherefunddeadlineTheproductwaspartofapromotionwithnorefundsauthorized2.

Howtorefuserefundclaimthroughemails?Answer:Usecompanyletterheadorsignatures.Befirmandcourteous.Expressregretbutremainlogical.Thankthecustomer.

B.UnderstandDetails:1.Youremailappearsmore_______byusingcompanyletterheadorsignaturesinit.A.delicateB.elegantC.informalD.officialKey:D

2.Use______languagewhenyouexplainyourdecisiontodenytherefund.A.activeB.negativeC.rejectiveD.inactiveKey:A

3. Whenthankingthecustomer,whatshouldthesellerindicate?A. gratefulnessfortheirpatronageB. hopefortheirnextshoppingC. offeringadiscountfortheirnextpurchaseD. AlltheaboveKey:DEmailTemplatesforRefusingCustomer’sRequestforRefundandReturn.Template#1:outsideofwarrantyProductsreturnedoutsideawarranty

areafrequentreasonforrefundrefusals.You'lllikelydenytheserefundsbecauseyou'llnotgetreimbursedbyamanufacturerandyoudon'twanttoabsorbthatcost.Forthissituation,trythisapproach:Dear[CustomerName客户名称],Aboutyourdamaged[productpurchased购买产品名],thankyouforthephotosandinformationyouforwardedtous.Unfortunately,becauseyour[productpurchased购买产品名]ismorethan[X年数]yearsold,itisnolongerunderwarranty,andwedonotstockthatparticularmodelanymore.Wedohowevercarryawidevarietyofreasonablepriced[alternativeproducts替换产品],oneofwhichIamsurewillsuityourneeds.Pleasecheckoutthelinkbelow:[Link产品链接],Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,[Name,Position,Dept.]

[PhoneNumber,Websiteaddress]Template#2:discontinuedproductsDiscontinuedproducts

thatpeopleattempttoreturnpastreturndeadlinesisalsoaregularoccurrence.Thisexamplewillgiveyouideaseveniftheonlyissuewiththereturnrequestwasthedeadline:Dear[CustomerName客户名称],Ithascometomyunderstandingthatyouhavebeenunsatisfiedwithyourrecentpurchasewithusregarding[productpurchased购买产品名].Thedefectiveitemthatyou’vepurchasedhasbeendiscontinuedandisnolongeravailableinstock.Ithasbeenpastthe30daysreturnpolicysounfortunatelywewillnotbeabletograntyouarefund.Wehonoryouasourcustomerandhopethatyouwillcontinuetodobusinesswithus;therefore,wecanofferyouasimilaritemthatwedohaveinstock.Checkoutthelinkbelow.[Link产品链接],Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,[Name,Position,Dept.]

[PhoneNumber,Websiteaddress]Template#3:producthasbeenusedWhenproductsareobviouslyusedorhavebeentamperedwith,itsuggestsbadfaithfromthecustomer.It'sapparentthatarefundisnotappropriate.However,eveninthistoughsituation,it'sbesttostickwithfactsandofferafullexplanation:Dear[CustomerName客户名称],Irefertoourrecentemailrequestingarefundofthe[productpurchased购买产品名].Iregrettoinformyouithasbeendecidedtorefusethisrequestonthefollowinggrounds:Theproductwasinternally/externallydamagedApart部件1hadbeenremovedfromtheunit.Bpart部件2showedsignsofimpactdamage.Cpart部件3

appearstohavebeentamperedwithafterpurchase.Undercommerciallaw,refundsforgoodsmaybeclaimediftheyareinitiallypurchasedinadefectiveconditionand/ornotsuitableforthepurposeforwhichtheywerebought.Tamperingwithmerchandiseisnotpermittedbylaw.Underthesecircumstances,norefundispayable.Yourcommentsregardingthematterhavebeennoted.Butthisdecisionisfinal.Nofurtherconsiderationwillbegiventothisclaimforrefund.Youmayifyouwishseeklegaladviceorconsultwiththeappropriategovernmentagencyregardinganyfurtheractionyoumaywishtopursue.Yoursincerely,Sign:Title:Date:DeclaimerTemplate#4:rejectingwhileofferingnon-refundoptionsHi[CustomerName客户名称],I’msorrytohearyou’renothappywithourproduct.

WhileI’munabletoofferarefund

(pleasesee

ourtermsandconditionshere退款条约链接),Ican

[offerabillingextension/storecredit/otheralternative账单延期/店内消费券/其他补偿方式]Aswearrangethat,though,Iwouldlovetounderstandyoursituationbetterandseeifthere’sanyotherwaywecanhelp.Couldyougivemealittlemoredetailaboutwhatyouneededtogetdone?Itlookslike

[specificproblemwiththeproduct],isthatright?Ifyouhaveafewmomentstoelaborateonthat,Icantalktotheteamhere,andwecangiveyouourbestadvice.Sincerely,[Name,Position,Dept.]

[PhoneNumber,Websiteaddress]storecredit(店内消费券)

Storecreditreferstoaformofcurrencyorvaluethatisissuedbyaretailerorstoreasanalternativetoacashrefund.C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.indicate,empathy,returns&refunds,specific,concise,valid,demonstrate,patronage,courteous,acknowledging

1.Thisbecomes