ebay卖家告诉你如何快速写邮件：各类型问题反馈邮件模板

小编注：ebay征稿活动中已经有一篇经验讲解和卖家沟通的邮件模板了，而这一篇的区别在于对更多的购买过程中的问题给出了具体的文案，两篇文章可以互为补充，为大家提供更多帮助。

前段日子写了一篇ebay卖家告诉你那些购买时的关键要素，没想到反响还挺好的，于是一直想补一篇如何写英文邮件的。之前一直以为是16号截止投稿，结果今天才发现是截止日期了，但今天的行程很满啊有木有，赶紧把这篇稿补上。

时间紧任务重，可能有些点没有顾及到，如果有需要，可以在留言反映，我可以补上。很多模板都是手打，我打字特别是英语非常快，如果有拼写或者语法错误，请告诉我，我会及时修改。谢谢。

另外，此文不允许任何形式的转发。非常感谢。

首先，先普及一下，要想在卖家系统里准备找到您的订单，有以下几个步骤：

1. order#

2. account

3. email address

4. your name

5. order date

6. order item

以上按顺序查到你订单的难度递增。所以，第一封邮件开头把你的简单信息写下来，让卖家可以进快定位你的订单信息，并且在沟通过程中，不更换邮件地址，因为客服在分类邮件时会尽量一个客人同一个客服处理。

一封比较好的买家邮件开头：　Hello, my account is ***. I paid for the item on 06-27 and the order number is ***,后面再接上你要反映的问题。

比较快速的反映问题，尽量不用it doesn't work at all这种简单的说法。请描述你遇到的问题，因为有的客服是要求写产品质量报告的，一句简单的不能使用往往不会被公司接纳，所以客服可能会联系你具体描述产品缺陷，他会试图给你解决方法，所以比较好的应该是类似这样的：I bought a laptop battery which don't charge maximum than 60 % 。像这样客服会给你一个可行性的解决方法，因为有些产品是有完善的售后解决方案的，就会免了你来回退换货的时间和精力。还有的产品是有不可修复的缺陷的，那样客服就会建议你退回退款。

顾客的信应该简单明了，而不需要太拘泥于所谓的礼貌性的。中国人写邮件会写很多的套语，但这在客服沟通中会增加了客服时间和任务量，并且会常常漏掉你写信的重点。跟中国一样，应该是客服对顾客才会出现那种 please kindly check the picture, your reply would be much appreciated的礼貌句子. 顾客只需要说thank you, please就足够了。

请用大写字母表示你的愤怒。有几个神单词，在遇到纠纷的时候可以用上。angry,　unhappy, disappointed, open a case, negative feedback，请相信我，用上类似的词，再大写或加粗，你就是重点关注对像了。

以下为一些常用的案例写作，请灵活套用：

包裹丢失

Hello, my account is ***. I paid for the item on 06-27 and the order number is ***，but i did not receive the item and it's not on transit .There is no package left so please can somebody tell me what is going on with my package. I pay for it and i don´t have that since the date that was mentioned and i need an honest answer please.

包裹显示delivered但并没有收到货的

1. I never received Item But it says delivered.

2. I'm not sure because the estimated date of delivery said as late at January 13th. Well, its six (6) days later and still nothing on it yet.

3. we do not receive the product now；i still haven't gotten my order.

4. i have not received this item as described by the tracking number. Item lost, stolen or not delivered as described. Please investigate since this is an important gift.

包裹被偷

Hi. I recently ordered 2 items from your store. UpS showed the package delivered but I checked the package and had no products in there. The box looks like someone opened the seal and took the items out.
I would have thought they reequire a signature.
I don't know what to do, I need those items.
What are my options?
I don't want to be charged for something I don't have. please help.

抱怨运费太高

Shipping fee was higher than purchase value.

收到产品不能正常使用要换货

I purchased your 产品名称 and the item does not work. When plugged in nothing lights up or turns on（类似产品故障）. I would like to exchange for one that works. please send me the RMA number and your address. Thank you for all your help.

或者

I would like to send it back to you for a replacement unit, thank you.

收到产品不能正常使用要退款

Please create a return label and I need a full refund.

产品与描述不符

1. The item is different from website description.

2. The item on website looks like aluminum(silver color) and got a black one（颜色错误） and the product looks used（有使用痕迹）. Just want to return this and get my money back(退款）/get a new item (换货）please.Thanks

3. One of the pictures of the product shows clearly that the power adapter has "CE" and "UL" certifications. However, you shipped a cheap item that does not have these certifications. This is false advertising and misrepresentation!

4. Your description of the product should specifically state that the adapter does not have the "CE" and "UL" certification! Otherwise you cannot call yourself as, "your honest store"

5. I would like to get the product that I ordered. Please contact me to rectify this order. Thank you.

漏发产品

Pieces were missing. Please quickly redsponded to my inquiry to send missing parts.

错发产品：

The item I paid for was model no: 8802AJ(产品编号）/ the tablet.The item I got was a 8802LE/a book. Please create a return label for me so that I can send the item back for replacement/refund.

向ebay抱怨没有全额退款

This product did not work properly. I contacted the seller and they instructed me to return the product (at my expense) for a refund and then they only refunded a portion of what I paid.I WOULD NOT buy from this seller. I am very unhappy.

写给客服的套语：

1. Thank you in advance for your assistance.

2. Thank you for your quick response.

3. Thank you for your help.

最后，祝大家购物愉快。