跨境电商客服货物没收到回复范文

客户反应没有收到货物，一般分为以下几种情形:包裹派送出错、包裹损失、海关扣押包裹等。客服人员对于此类反馈，一定要先稳定客户的情绪，告知客户有问题可以联系自己，建议他们不要因此而引发纠纷，因为这样会影响店铺的总评分。然后，客服人员依据具体情形给出解决问题的计划。

如果客户没收到货物，但包裹状况显示已妥投，客服人员可以建议客户凭快递单号到当地邮局或物流公司了解具体情形。若是海关扣关，客服人员应先了解海关扣押的原因，如果不是卖家漏发一些清关文件，而是需要客户缴纳一定税款，客服人员应在邮件里论述了解。具体可以参考下面范文。

范文一一客户没收到包裹，但物流信息显示已经送达

DearXXX，

Yourgoodshavearrivedinyourcountryandwassigned.Ifyouhaven'；treceivedit，pleasecontactthelocalpostofficewiththetrackingnumber.Thankyouforyourunderstanding.

范文一一包裹分开中国，客户说没收到货

Dearfriend，

Wesincerelyregretthatyou'；veyetreceivedyourshipment.Asperthetrackinginformation，youritemisonthewaytoyourcountry，whichwasleftChinaonXXXX2019.

TrackingNo:XXXXXXX

Status:XXXXXXX

ShippedDate:XXXXXXX

Couldyoupleasekindlywaitsomemoredays？Standardshippingtimeisapproximately7-15businessdays.Wewillhelpyoutraceyourshipmentatourendandkeepyouinformedtheupdates.

Yoursatisfactionisourutmostpriority.Pleasecontactusifyouhaveanyconcerns.

Weapologizefortheinconvenience.Yourunderstandingisgreatlyappreciated.

Bestregards！

范文一一包裹到达分拣中心，客户说没收到货

Dearfriend，

Wearesorrytolearnthatyourparcelisnotyetarrived.Basedonthetrackinginformation，youritemisalreadyattheUSPSFacility.Hereisscreenshotofthetrackinginformationfromthelogisticscompanyforyourreference.

2019-06-0420:47CHICAGO，IL60701，ArrivedatUSPSFacility

2019-06-0317:22ISCCHICAGOIL（USPS），ProcessedThroughSortFacility

2019-06-0213:02OriginPostisPreparingShipment

Couldyoupleasekindlywaitforacoupleofdays？Ifitstilldoesnotreachyou，wewillsendyouanewoneorissuethefullrefundforyou.

Yoursatisfactionisourutmostpriority.Pleasecontactusifyouhaveanyconcerns.

Weapologizefortheinconvenience.Yourunderstandingisgreatlyappreciated.

Bestregards！

范文一一海关扣关

Dearvaluedcustomer，

Yourordernumber:XXX，hasarrivedandisbeingheldbyCustoms，whichneedsyourclearance.Therefore，wouldyoupleasedoit？PleasenotethattheremightbeVAT（valueaddedtax）thatyoumighthavetopay.

Ifyouhaveanyquestions，pleasefeelfreetocontactusdirectlyandwewillbegladtoassistyou.

Thankyou.

范文一一丢件

Dearvaluedcustomer，

Youritem（s）has/havebeenshippedon10January，2019，however，theshippingcarrierhaslostthepackage.Atthispointwewouldliketoofferyoutwooptions.Wecaneitherresendyoutheitemorprovideyouwithafullrefund.Pleaseletusknowwhichyouprefer.

Wearesorryforanyinconveniencethismayhavecaused.

Thankyou.

范文一一货物妥投，但是妥投的具体地址和签收人不一致，请客户再次核实

Dearvaluedcustomer，

Yourpackagewasdeliveredtotheaddressthatyouhaveprovided.Hereistheshippingreceipt（Pleaseseetheattachment）.Pleasecheckyourlocalpostoffice，orcontactanyfamilymemberorneighborwhomighthavesignedforyourpackage.

Ifyouhavenotyetreceivedyourpackage，pleasefeelfreetocontactusdirectly.Thankyou.