如何用英文回答跨境电商退换货客服问题

跨境电商退换货客服英语回答模板

一、关于退货

问：Hello , seller , I don't like the goods you send to me, can I return?

答：Yes , we accept return or exchange. Please send your item back to:××，××××，200001, Shanghai , China. We will refund (excluding the postage) you via PayPal once I receive your parcel.

二、关于换货

问：Hello , seller , I don't like the goods you send to me, can I barter?

答：Sure , you can send it back for exchange. Please send your item back to: ××，××××，200001, Shanghai , China. We will send you a new one after receiving your parcel. Please be aware that you must bear the cost of return shipping and re-send shipping. Thanks for your understanding and any other questions feel free to let me know.

三、客户投诉产品质量有问题

问：Hello , seller , I have received the goods you send to me, but I found that it is with a bad quality,

答：I am very sorry to hear about that. Since I did carefully check the order and the package to make sure everything is in good condition before shipping, we would be more than happy to do an exchange for you or offer a full refund if necessary. Please kindly provide a picture of the damaged item for our reference and let us know how would you like us to proceed from there.

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常见问答(FQAS)

Our return policy is 30 days from the date of delivery. Items must be unused and in their original packaging to qualify for a return. To start a return, please contact our support team within 30 days of receiving your order with your order number.

To return an item, please contact our support team within 30 days of receiving your order with your order number. They will provide you with return instructions and a pre-paid shipping label to return the item back to our warehouse.

Yes, once we receive and inspect the returned item, we will issue a full refund to the original payment method used for purchase. Refunds typically process within 5-7 business days from the date the return is received and inspected.

If you wish to exchange an item for a different size or color, please contact our support team within 30 days of receiving your order. They will provide exchange instructions and a pre-paid shipping label. Once we receive the returned item, we will ship out the replacement as soon as possible.

Typically refunds are processed within 5-7 business days from the date we receive the returned item. This allows time for us to inspect the item and process the refund. You should see the refund posted back to your original payment method within this timeframe.