跨境电商客服如何处置货物破损投诉

由于跨境物流时间长、运输路途遥远，货物很容易在运输流程中受潮、霉变、污损、锈蚀等，或在货物装卸流程中，因蛮横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。遇到这种情形，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，请求客户原谅并取消纠纷申请。具体可以参考下列范文。

范文

HiXXX，

Iamsosorryforthegoodsdamagedduringdelivery.Ourproductsareinhighqualityandstrictinspectionbeforeshipping.However，thegoodsintransportationisreallyoutofcontrol.

Wewillpaymoreattentiontotransportationandpacking.

Asagestureofgoodwill，wegiveyouarefund$5asacompensation.

Hopeyoucancelthedispute.Becauseit'；saffectingsobadlytomystore.

Thanksforyourkindunderstanding.

Haveaniceday.

范文

DearXXX，

Duetocircumstancesbeyondourcontrol，wefeeldeeplysorrythatthegoodswasdamagedbyroughhandling.Wewillforwardthisseriousissuetothecourierandwillurgethemtoimprovetheroughhandlingproblem.However，itwouldbedifficultforustoacceptyourrequestofafullrefund，asobviouslyit'；sthecarrier'；sfault.

Butsinceyouareouresteemedcustomer，wewillgiveyou$5tomakeupsomeofyourloses.

Wesincerelyhopeyouwillunderstandthatbothofusarethevictimsfromthisdeliveryproblem.

Pleasecancelthedispute.asit'；shurtingbadlytoourstore.Thankyouforyourkindunderstanding.

Bestwishes.

范文

DearXXX，

Weareverysorryforthedamageofthegoods.Wehavecarefullyinspectedthegoodsandpackagedthemwithstrongmaterialsbeforeshipment.Wouldyoupleaseclosethedisputeifweresendthegoodstoyouwithamuchmoresecuredwrapping？PleasereplytousASAP.

Wewouldlovetosolvethisproblematyourbestinterest.

Thankyousomuch.Lookingforwardtoyourearliestreply.

Haveagoodday.

如果发觉货物的破损是因卖家在包装时没有应用稳固的资料包装而造成的，那么，卖家需要接收客户提出的退款要求，并给予赔偿。具体可以参考下列范文。

DearXXX，

Wearesosorryfortheinconveniencecaused.

Wewillagreeyourclaimandgiveyoumoneyback.

Ihopeyoucoulddomeafavourtodropthedispute.Itisveryimportanttous.Westrivetogiveyouthebestproductsandexcellentcustomerservice.

Pleasekindlyunderstandthetransportisoutofourcontrol.

Thankyouverymuchinadvance.

Bestregards.