Hello, these are messages we’ve collected and are for reference only. The intention is to inspire you create yours, depending of the situation.
Most of the times, it’s best to keep the message as simple as possible…
When you get OUT OF STOCK :
1. Hello! We are still in the process of trying to fulfil, but have been having a difficult time getting it shipped out from our supplier. And at this point are well beyond our estimated shipping date. We have been in constant communication with them, but are still not completely sure when we’ll be able to get this shipped out.We certainly are extremely sorry and embarrassed about this. We do understand how important it is for us to hit our estimated shipping dates and hope you understand. We are trying to get this fulfilled, but since we’re unable to give an exact date we’d understand if you’d prefer to cancel your order. We are very ashamed about that we still don’t have any progress with your order and we appreciate your patience and understanding. If you would like for us to cancel the order please just respond to this email and we’ll process an immediate refund.
2. Thank you for shopping with us. We are so very sorry… this item was in stock when we received your order, but we just informed from our sales department that we have an issue with the manufacturer and we are unable to ship this item out at this time. We are right now in communication with them to resolve it, but we cannot guarantee a shipping date.
However no worries, we can offer you 3 options: 1. We can ship it ASAP when we resolve it with manufacturer. 2. We can send this great similar item to you A number of our customers have taken it and were very happy, and if you don’t like it when you receive it a return is not a problem. 3. We can send you a FULL refund.This way you will get your refund much sooner. Again, our apologies… Looking forward to hearing back asap so we know how to proceed.
3. We mark it as shipped. After some days or when buyer claims undelivered, we inform them it was lost in transit. Courier’s fault. (see 3 deadly mistakes post for more details regarding this approach)
4. Thank you for shopping with us. We strive to provide our customers with products in perfect condition, so it is our duty to inform you that the items of your order have been found with some damage. We are so very sorry and embarrassed for this. However no worries, we can offer you 3 options: 1. We can ship it ASAP if we receive more same items from the manufacturer. In this case, we will be unable to give you an exact delivery date. 2. We can send this great similar item to you/ A number of our customers that have bought it were very satisfied. 3. We can send you an immediate FULL refund. This way you will get your refund much sooner. Again, our sincere apologies… Looking forward to hearing back from you so we know how to proceed.
If the Buyer wants to cancel the order, but we find out it’s too late:
Greetings, we respect your request to cancel the order, however, we are unable to guarantee that the order can be cancelled at this point. When an order is placed, it gets routed to our vendor within 2 hours. The best time to cancel the order is before those 2 hours. Once the order is routed, we have to “catch” the order with our vendor before it ships as most of our customers appreciate fast shipping. The best thing to do at this point is simply refuse the delivery once it arrives that way the order will go right back to our warehouse. We can issue you a full refund once it gets routed. Thank you and have a great day.
If customer asks for invoice:
Dear customer, eBay/PayPal are the one that generate the invoices, they email them out to you automatically upon purchases, we simply use their platform to sell.
If buyer claims he hasn’t received the item but Tracking number shows as “delivered”: “Please open an undelivered request via eBay. The appropriate team will further investigate this issue and will find the best solution for you.” After they open the case, you call and close it.
If invoice/price reaches the customer and complains:
I am/We ‘re very sorry to hear that you don’t feel satisfied with your purchase. It was a mistake of our suppliers warehouse that they send you this invoice. This is our invoice and the price you see does not include our eBay fees,PayPal fees,our small profit plus the shipping cost. Although our priority is to keep our customers satisfied and in the rare event that they are not ,we do everything we can to fix the situation. So we can offer you a partial refund of ….. as a token of apology for the inconvenience we have caused you. Please let me know if that sounds fine to you so I know how to proceed.
If a buyer asks for a return because found it cheaper or with supplier’s logo on it:
“Hi (buyer name),
(Your name) here from (Your store name). This item actually ships directly from the manufacturer. When you place an order, your information is forwarded over to them for processing. They then choose their warehouse that is closest to your location to use to fulfill it. Sometimes these are names you may recognize, while other times they are smaller, local operations. While we certainly try to offer the best deals possible, please keep in mind that as smaller sellers we are not always privy to the high volume discounts that large retailers receive. Thus while we are contractually unable to price match, I am happy to help you through the return process. I’ve attached a prepaid return label that you can use. Simply attach it to the box and take it to your nearest UPS location. Please also write “(RMA#)” on the outside of the package. This helps us locate it more quickly once it arrives back. Once the item arrives back to the warehouse, it takes 1-5 business days to process your return. At that time we will process your refund. Please note that it usually takes a few days from there for the credit to show on your card. $(xx.xx) will be deducted from your refund to help with the cost of the return label. We will cover the remainder of the return expense for you. Lastly please note that items must be in their original condition, and postmarked within 30 days of original delivery, in order to be eligible for a full refund. If you have any questions feel free to message me through Amazon or give me a call at (phone #).
Thanks for choosing (Your store name)!
Keep in mind that in the super rare case that the buyer does file a claim, it is easily defendable by saying that you have provided the buyer a prepaid label and you will process a refund, minus applicable return shipping costs, once it arrives back.
Claims that you win no longer count against you.
So there’s no risk here.
Item not received:
Hello, I’m really sorry for any inconvenience caused by not receiving the item yet. You should have it by now. Perhaps it is lost in transit. These situations with our carrier rarely happen and still if it happens our target is to be next to you to protect your customer experience. If you could share a minute to check our store feedback you could see that we are proud of our shipping services! However no worries, I am here to help you and protect your interests. First of all please confirm the shipping address the item was sent. “e.g. Essex E10 5ER United Kingdom” If this is correct, please let me know if you want a new item sent fast, or a full refund. In any case you will receive a 10% discount on your next purchase, as a reimbursement for any the inconvenience caused. Looking forward to your reply on how to proceed. Best Regards.
If customer complains regarding Amazon package/wrap:
1.We are selling many of our products also through the amazon FBA system. When we are out of stock in our store we are using our amazon warehouse to send the product. We are truly sorry for this inconvenience.
2.Some of our products will be shipped from Amazon as we hold stock at their fulfilment centre
P.S. Put in your listing’s description that most of your products are being fulfilled by 3rd party sellers’s closest to the buyer’s location warehouses, in order for the buyer to have it ASAP.
If it ships with Amazon Logistics (AZL is “most of the times” not valid by eBay) and customer opens an item not delivered case:
(In some cases the customers here are experienced buyers that they know that they can get a refund out of this) Find your email link to this order that says item shipped. This URL link should show the item shipping status publicly. Copy and paste it to an incognito browser to check that it works and then paste it into the case. Then call eBay and use this as a proof. (Alternative, even if you sell via .com, you can login in co.uk and contact eBay via chat. From there, you can paste them the link.) Ask if this is enough as evidence. Don’t ask them to escalate before they take your side. If the agent doesn’t accept it, say that you will find a way out with the customer, close and call again until you find one that will take your side. Now you can ask them if they can close the case. Store the call reference # for future use. If everything fails, go to Amazon and do the same your customer did. Most of the times accept to issue a full refund. If they don’t accept, ask for proof of signature. They won’t have it. (If they have it, use it with eBay.)
Sweet Tips: 1 Sometimes Amazon takes photos of delivery. This of course is an extra proof of delivery increasing the win chances. Therefore contact Amazon Logistics (not Amazon) and let them know that you want for them to always take a photo once the package is delivered. Contacts: Email: firstname.lastname@example.org Phone: +18772522701
2: Whenever you can, try to be a diplomat and conceal truth without telling lies that can get you into trouble and are unethical, e.g. “item hasn’t been found” instead of “I/they haven’t found the item” etc
Sample: “Hello Mokelock,
Thank you for shopping with us! As stated in our description, in order for us to provide fastest possible deliveries, sometimes we use special transfer services from warehouses near you, that are untraceable by public platforms. That said, your order is stated as delivered on Tuesday, May 23 5:19 PM with the message: “Your package was delivered. It was handed directly to a resident. 422 HUNT DR APT 311, CARROLLTON” We hope this helps. If you have any other questions, we will be glad to further assist you.
Best Regards, Peter Pan”
After Sales message:
Customer satisfaction is our top priority. If for any reason you are not satisfied with your purchase, please use CONTACT SELLER before leaving feedback or opening a request and we will do our best to make things right. If you are satisfied with your purchase when it is received, please take a minute to leave us a POSITIVE FEEDBACK & 5-STAR detailed seller rating. Your feedback rating is very important to us, and allows us to grow our business and continue to offer customers great deals. Thanks again and have a great day.
If we want to ask for permission Dropshiping his products:
I really Like your products and i would like to know If you Do drop shipping. I ‘m looking forward for your reply. Thank you in advance. Best Regards
If we sell international:
International buyers notice: Import duties, taxes and charges are NOT included in the item price or shipping cost, and are of the buyers responsibility. Prior to the bidding, please check with your custom office to see if there are any additional costs.
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