跨境电商客服如何处理货物破损投诉

由于跨境物流时间长、运输路途遥远，货物很容易在运输过程中受潮、霉变、污损、锈蚀等，或在货物装卸过程中，因野蛮搬运或其他因素而导致货物残损，使客户在签收货物后发起投诉。遇到这种情况，如果不是公司货物包装造成的，客服人员应首先给子诚垫的歉意，接着用礼貌的语言给客户解释货物破损是物流运输造成的，然后表示可以给出一定金额作为弥补客户的损失，请求客户谅解并取消纠纷申请。具体可以参考下列范文。

范文

Hi XXX,

I am so sorry for the goods damaged during delivery. Our products are in high quality and strict inspection before shipping. However, the goods in transportation is really out of control.

We will pay more attention to transportation and packing.

As a gesture of goodwill, we give you a refund $ 5 as a compensation.

Hope you cancel the dispute. Because it's affecting so badly to my store.

Thanks for your kind understanding.

Have a nice day.

范文

Dear XXX,

Due to circumstances beyond our control, we feel deeply sorry that the goods was damaged by rough handling. We will forward this serious issue to the courier and will urge them to improve the rough handling problem. However, it would be difficult for us to accept your request of a full refund, as obviously it's the carrier's fault.

But since you are our esteemed customer, we will give you $ 5 to make up some of your loses. 

We sincerely hope you will understand that both of us are the victims from this delivery problem.

Please cancel the dispute. as it's hurting badly to our store. Thank you for your kind understanding.

Best wishes.

范文

Dear XXX,

We are very sorry for the damage of the goods. We have carefully inspected the goods and packaged them with strong materials before shipment. Would you please close the dispute if we resend the goods to you with a much more secured wrapping? Please reply to us ASAP.

We would love to solve this problem at your best interest.

Thank you so much. Looking forward to your earliest reply.

Have a good day.

如果发现货物的破损是因卖家在包装时没有使用牢固的材料包装而造成的，那么，卖家需要接受客户提出的退款要求，并给予赔偿。具体可以参考下列范文。

Dear XXX,

We are so sorry for the inconvenience caused.

We will agree your claim and give you money back.

I hope you could do me a favour to drop the dispute. It is very important to us. We strive to give you the best products and excellent customer service.

Please kindly understand the transport is out of our control.

Thank you very much in advance.

Best regards.

跨境电商客服如何处理货物破损投诉 常见问答(FQAS)

如果您收到的货物在运输过程中出现破损，请您立即联系我们的客服团队。您可以通过电话、电子邮件或在线聊天与我们取得联系，我们会尽快处理您的投诉，并为您提供解决方案。

为了更好地处理您的投诉，我们需要您提供破损货物的证据。您可以用手机拍照或录像，并将照片或视频发送给我们的客服团队。请确保证据清晰可见，以便我们能够准确地评估情况并为您解决问题。

根据货物的具体情况，我们的客服团队会为您提供最合适的解决方案。如果货物的破损无法修复或影响使用，我们会安排您退货并为您办理退款。如果货物可以修复，我们会提供维修方案并负责相关费用。

一旦您向我们提交了破损货物的投诉，我们的客服团队会尽快核实情况并与您沟通。我们可能需要进一步了解破损货物的细节，并要求您提供相关证据。在确认了破损情况后，我们将为您提供解决方案，如退货、修复或换货等。我们会尽力确保您的权益得到保护。

虽然我们会尽力确保货物在运输过程中的安全，但一些情况可能无法完全避免。为了减少货物破损的风险，我们建议您选择可靠的物流公司，并要求其采取相应的防护措施。此外，我们也会采取包装加固等措施，以确保货物在运输中的安全。

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