使用英语进行跨境电商退换货客服回答的模板

Cross-border E-commerce Return and Exchange Customer Service English Answer Template

I. About Return

Example: When the buyer receives the goods and is not satisfied and requests a return

Question:

Hello, seller, I don't like the goods you sent me, can I return it?

Answer:

Yes, we accept returns or exchanges. Please send your item back to: ××，××××，200001, Shanghai, China. We will refund you (excluding postage) via PayPal once we receive your package.

II. About Exchange

Example: When the buyer requests an exchange and you accept it

Question:

Hello, seller, I don't like the goods you sent me, can I exchange them?

Answer:

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 package. Please note that you must bear the cost of return shipping and resend shipping. Thanks for your understanding and feel free to let me know if there are any other questions.

III. Customer Complaints about Product Quality

Example: When the buyer receives the goods and finds that there is a problem with the quality

Question:

Hello, seller, I have received the goods you sent me, but I found that it is of poor quality.

Answer:

I'm very sorry to hear that. Since I have checked the order and package carefully to make sure everything is in good condition before sending it out, so I'm afraid there must be something wrong during transit or delivery process. Could you please provide some pictures of the product so that we can check what happened here? Thanks for your understanding and cooperation in advance!

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常见问答(FQAS)

您可以因为以下原因要求退换货:

1. 商品与描述不符

2. 商品存在质量问题

请您登陆我们网站并访问“我的订单”,选择需要退换的订单,选择原因并提交申请。我们会尽快处理您的申请。

如果是我们错误导致的,我们将承担所有费用。如果是您主观原因导致,部分费用可能需要您自理。但我们将尽量给您便利。

如果您的申请被拒绝,请原路再申请并详细说明情况,我们会再次核实。如果还不能解决,您也可以邮件或电话与我们联系,我们将尽全力解决您的问题。

请提供订单编号、联系方式、退货原因说明以及退回商品。建议拍照记录商品及包装状况可作为凭证。这将有助于我们更好地处理您的退换货申请。