据我多年外贸经验看来，亚马逊日常运营过程中，与客户的邮件沟通占用了运营很大一部分时间。史上最全最专业邮件模板来袭～～老牛整理了自己数年来与客户交流积累下的邮件，形成近百套邮件模板，在这里全部放送给大家。注意： 由于模板是通用版本，大家可以在模板的基础上根据自己与客户交流过程中遇到的问题进行修改，切不可生搬硬套。同时，大家可以关注我的公众号–外贸 bro， 发送模板两字，老牛会把整理后的完全模板文件发给大家。
亚马逊产品相关邮件模板
1、亚马逊某手环卖家产品无法计步与客户沟通模板
模板一：
Dear xxx,
Sorry for the inconvenience brought to you.
We consult with our technical team and are told that you need to drain the battery of the tracker first and then recharge it,then the function of tracking step could be normal usually.
Please have a try,any update,please let us know.
We will resend you a new one or issue you full refund if it still doesn’t work.
Thanks for your efforts on this issue.
XXX
OK,we got it ,we can refund you full payment at once.And you can keep the item for free .
No need to return.
But before refund ,could you kindly help to withdraw your claim?
We are waiting here online.
Thanks for your trust in us.
p.s. it need Android 4.3 above or IOS 7.0 and above,if your phone system is lower than that ,you need to upgrade the phone system first.
Please try download the newest App ,search “XXX”or “XXX” in Googleplay or Apple store and have a try.
If it still can’t work,please write us e-mail directly,we will send you the newest barcode.
XXX
模板二：
Dear
To be honest,we received some similar feedbacks recently.
Actually,most of the trackers are no problem and this problem is due to the operation error.
You need to update when you sync the data to your phone.
Please check the attached file XXX,we are making a video on the operation now.
Have the last try,if still no work,please return the item to the following address,we will refund you or give you a replacement as you preferred.
Here is our returning address.
XXX
XXXX
XXX,
XXX
XXX
phone:XXX
Please also help to write our store name:”XXX” on the outer packaging.
Pleas let us know the tracking number and shipping fees after you sent out.
Any other help need,please feel free to let us know.
XXX
2、亚马逊产品出问题，给客户免费重新发货要好评
模板一：
Dear Scott,
Sorry for the inconvenience brought to you.
We will resend you a new white tracker today and you don’t need to return the defective to us as the shipping fee is really high.
Could you kindly leave us a good feedback for our fast action and service?:)
It is helpful to other buyers and it’s great encouragement to us .
Thank you in advance.
Any other help need,please feel free to let us know.
xxx
3、产品技术问题，提供售后指导
Dear xxx,
We double check with our technical team,here is the advice and solution:
Please double check whether you are using the software of version 1.31,you can check it at “setting-system version”
If not,please let us know,we will send you the upgrade upgrade patch and told you how to do.
Actually,we use the WIFI function more than the remote function,the remote function can work well when we test before shipping it to you,it maybe influenced in transmit.
We suggest you use the WIFI function,you will get a better use experience than the remote.
Thanks for your efforts on this issue and hoping for your reply.
Any help need,please feel free to contact us.
Best wishes,
Melody from xxx
4、亚马逊回复客户产品无法连接 app
Dear xxx ,
The reason you can’t download the APP with the xx code: some scan software blocked our this app.
(we suggest you use scanning function of UC browser and other scan software except Wechat)
The xx code in the instruction is too small that we need a phone with high resolution .
Please feel assured that we already magnified the xx code since our second batch of goods.
Here is a solution,you can have a try.
1.Sign into this web: http://www.xxx.com with google chrome
2.choose the language “English”
3.click”APP download”
4.Choose IOS download,finish,you can install the app now.
Attached is a more detailed download instruction xxx.
Please have one more try,i believe you can do it this time .
Thanks and waiting for your good news.
Have a good day.
xxxx
5、亚马逊针对客户已收货不想要情形回复
Dear xxx,
Well noted your request.
Regarding the shipping fee to return to China is really high and the item can’t be resale,we will suffer a great loss if it be returned to us.
Here are two solutions xxx,any better advice ,please let us know.
1.Is it possible for you try using ,we believe it must will be helpful for your life on some aspect or you can give it to some friend who may need it.
2.Could we refund you $+金额 and you keep this item?
Thanks and looking forward to your reply.
We really appreciate your kind understanding.
xxx
6、亚马逊教客户下载最新 APP
Dear xxx,
Well noted your request.
please double check you whether you already the newest APP–”xxx” and check your phone system.
It support Android 4.3 and above/IOS 7.1 and above.
If your device and app are both okay,then please double check the manual step by step one more time.
The first time using,you need to adjust the time and date manually.
Also,please take some photos on your syncing on the tracker,we will transfer it to our technical team and give you a solution.
If we can’t solve the problem at last,we will issue you full refund.
Thanks so much for your efforts and looking forward to your reply.
xxx
7、亚马逊漏发货给客户的回复邮件
Dear xxx,
So sorry ,we double checked with our carrier and found your item is missing accidently.
We apologice for you sincerely,as you know ,there are always something out of control.
Anyway,it is our fault,we should had pay more attention to your item and inform you in time,sorry,
We already issue you full refund .
please check your account at your convenience.(it may have 2-3 business days delay)
It will be greatly appreciated if you could leave us a feedback on our quick action and customer service.
Any other help need,please feel free to let us know.
Thanks and have a good day.
xxx
8、亚马逊产品缺货取消订单邮件
Hi，
Sorry,as this item is out of stock now,we have no choice but to cancel your this order.
We already set the stock quantity as “0” on Amazon,but it didn’t shown normally due to system delay when you were purchasing order.
Sorry again .
If you would like us change a similar item in our store for you,please also let us know.
Thanks.
9、亚马逊确认是否已退货
Dear
We authorized your return request many days ago.
We are writing to you to double check whether you already returned the items.
If yes,please let us know the tracking#xxx as our carrier in US received hundreds of returning goods from many sellers every day.
Then ,we will refund you the payment and shipping fee at once.
Thank you and waiting for your reply.
xxx
10、亚马逊让客户取消订单
Dear xxx ,
Sorry to tell you that this item is out of stock yesterday.
i could not dispatch it for you now.
We adjust the stock quantity to “0” as soon as they are sold out.Now you can see the quantity is“0”.
But the system was a little delay to update the stock quantity.
We called you ,but no answer.
You can cancel this order now or you can reorder our xxx item in our store.
Titel”xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx”
It is similar with xxx headset on function.
Any other help needed ,please feel free to contact me .
Thanks so much .
xxx
11、亚马逊产品缺货，发邮件给客户是否同意换产品
Dear,
Sorry, The item you bought is out of stock now.
Could we send you the advanced vision of this speaker? Please see attached picture.
Actually, it is more expensive and fantastic.
But you do not need to pay the extra fee.
You can regard it as a Christmas gift we sen to you.
The more details you can check here:
http://www.amazon.ca/xxx
Could we change it for you?
Thanks for your confirmation.
Best regards,
xxx
亚马逊物流有关邮件模板
1、亚马逊产品到邮局，催促客户联系邮局领货
模板一：
Dear
We noted that your parcel already arrived in America on Apr.6.
Please kindly contact local post office ASAP if you still don’t receive as it only could be kept by post office for 3- 5 days.
It is likely held at the post office and they can’t reach you for the moment.
You can track it here: http://www.17track.net
Tracking number is :xxxx
Please confirm your contact information is right.
Any help need,please feel free to contact us.
Best wishes,
xxx
模板二：
Dear xxx,
We really want to help you send to the new address,but we are not in US ,we aren’t able to resend ,sorry.
Now the best and fastest solution is you call local post office yourself and ask them to resend the drone to your new address.
They will help you.
Please keep us updated and we?really?appreciate?your?kind?understanding.
Any help need,please feel free to contact us.
Best wishes,
xxx
2、亚马逊 FBA 发货后客户取消订单，让客户找 Amazon 客服
Hi,
Dear xxx,Sorry,we got your request,we want to refund you at once,but as you know,this order is already shipped out by Amazon,you will get it in about 1-3 days.
So the order can’t be canceled so far.
Please contact Amazon customer service directly and tell them you want a full refund.
They will tell you return the item after you got it,then refund you.
Thank you for your kind understanding.
Best regards,
xxx
3、亚马逊产品发错颜色请客户确定是否重发
Dear xxx,
Sorry for the inconvenience brought to you and apologize for our carelessness.
It is likely our warehouse worker sent you the wrong version carelessly,we have both Chinese version and English version in stock .
Could we resend you a totally new English version to you?
You can get it in about 7-12 days,please confirm whether it’s okay for you.
Thanks and waiting for your reply.
Have a great day.
xxx
4、亚马逊产品出问题沟通，退货重发
模板一：
Dear xxx,
We guess it must have a error on the binding of radio transmitter and receiver.
Please double check the instruction manual one more time and retry.
The throttle stick to the bottom,turn the remote control power.
And please find attached detailed operation video FYR,sorry it is a Chinese video,but you can follow the operation step.The English video is still under making,we will let you know once it’s done.
http://v.youku.com/xxxxxx
Please try again and update us .
For any further assistance, feel free to contact us at any point of time and please know that your concerns will be addressed at top priority.
xxx
模板二：
Dear xxx,
Well got it.i guess it maybe a defective one,as you know ,there always one or two defective one among thousands of products though it be full checked before they are shipped from factory.Sorry.
Another help need:
as we are not the manufacture,only the designer.we need your return to change the good one from our manufacture.They need you help to take some pictures or a little video on the the problem you described,we suggest you take a video and also offer a clear picture on the battery and charging details.
We know this is may are inconvenient for you,we really need your help.
And the manufacture said they are likely find out the reason and help you solve the problem.
We really understand you are a professional player on drones,the video are only help us to find out the reasons and provide a satisfied solution.
Sorry again and hoping for your video.
For any further assistance, feel free to contact us at any point of time and please know that your concerns will be addressed at top priority.
xxx
5、亚马逊产品出问题，给客户补偿，免费多发产品
Dear xxx,
Thanks you writing back.
I consulted with our manager on this issue.
We really cherish our every customer like you .
Anyway,it is our fault.Apologize sincerely again.Here is the solution need your approval:
We sent you 1 black one for free as compensation.It didn’t took 4 weeks,you can get the it in about 6-10 days.(the 4 weeks is a Amazon default delivery time when we setting shipping template)
And we will also sent you 2 white ones next Monday–you can get it by the end of Apr,i will give you tracking number then.
As you know,this is a new product promotion,we really don’t have much profit and we need to pay for shipping fees of three items.
Though we didn’t make no money on this order,we really care about your feeling and hope you have a happy shopping.
Thanks so much for your kind understanding and support to us.
We are still a new seller on Amazon,please believe your choice,our company have been trying our best to provide every customer best service.
We must will do better and better in future.
Hope hear form you if it is okay for you.
Any advice form you will be greatly appreciated.I hope I was able to sufficiently assist with this matter.
Have a good weekend.
Any other help need ,please feel free to let us know.
Best regards
xxx
6、亚马逊回复客户催 ship faster
Hello
Don’t worry.it usually takes 8-15 days by usps to arrive in your address.
The ETA date you saw on Amazon is the longest delivery date that Amazon default.
If you need faster delivery than USPS,that will be DHL(within a week),but need you pay shipping fee balance.
Or if you want get it more quickly,w suggest you change to buy blue one.
It will be dispatched by Amazon,only 1-3 days.
Link: xxxxx
Any other help need,please feel free to let us know.
xxxxx
7、亚马逊订单交付日期回复模板
Dear xxx,
We don’t need 25 day for delivery.(the 25 days is Amazon default delivery date when we setting shipping template)
Actually we only need 6-8 business days for delivery.
And we already dispatch your item yesterday, tracking xxxx
You can track it here: http://www.17track .net
Please track it in about three days as our carrier updating the tracking information to website usually every three days.
Thanks for your patient waiting .
Any other help need,please feel free to let us know.
xxx
8、亚马逊回复客户订单正在运输途中
Dear xxx,
Yes,it is shipped from China,our factory is in China,but we have sales office in US.
the tracking number is :xxxxx,you can track it here:www.17track.net
We tracked it for you,it already arrived in xxxxx,you can get it soon.
I also copy the latest tracking information at bottom xxx.
Your patient waiting will be greatly appreciated.
For any further assistance, feel free to contact us
Have a good day!
xxxx
9、亚马逊跟客户解释货物迟到原因邮件模板
模板一：
Dear ****
Thanks for your contacting and apologize for the delay on the shipment.
We really understand that you care a lot about your package’s shipping.
it normally takes 2-5 business days arrive in America.
“Prime day “is really a peak time for Amazon sellers ,buyers and international logistics.
Therefore, there may be some delay for you to get your item.
We track your packages and found it already arrived in America post office transfer station.
You can undoubtedly get it soon.
Hope you have a good experience with it.
Attached is the tracking information for your reference.
you can track it at this website: http://www.17track.net tracking # *******.
If you need any help, please do not hesitate to contact us.
Best wishes,
xxx
模板二：
Dear ****
Thanks for your contacting and apologize for the delay on the shipment.
We really understand that you care a lot about your package’s shipping.
It normally takes 6-15 business days arrive in America. ,we changed the delivery time on Amazon,but it still shows only need 2-5 business days due to some system error.
(We already asked Amazon support help to update)
Sorry for the confusion brought to you.
We track your packages and found it already arrived in America post office transfer station.
You can undoubtedly get it soon.
Hope you have a good experience with it.
Attached is the tracking information for your reference.
you can track it at this website: http://www.17track.net tracking # *******.
If you need any help, please do not hesitate to contact us.
Best wishes,
****
10、亚马逊确认发货
模板一：
Dear,
Greetings from xxx,
We thought you’d like to know that we completed and shipped your
tracking #:xxx
You can track the status of this order online by visiting tracking website at: http://www.17track.net/en/
For any further assistance, feel free to contact us at any point of time and please know that your concerns will be addressed at top priority.
Follow?our?twitter?for?the?latest?item news:
https://twitter.com/xxx
We love our customers! ?
xxx
模板二：
Dear ,
We have sent out your item,here is the tracking number :xxxx
You can get it in about 8-12 days normally.
You can track it here :www.17track.net
Please track it in about three days as our carrier usually updating the tracking information to website every three days.
Any other help need ,please feel free to let us know.
Best regards
xxxx
模板三：
Dear
We have sent out your item,here is the tracking number :xxx
You can get it in about 6-10 days normally.
You can track it here :www.usps.com / http://www.sfb2c.com
Any other help need ,please feel free to let us know.
Best regards
xxx
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