跨境电商在日常营运中,难免会遇到买家对商品不满意而提出退换货的情况。作为卖家,我们需要用适当的英语回应买家的需求,同时维护自身利益。以下提供了几种常见退换货场景的回复示例,供参考使用。

关于退货

买家: Hello, seller, I don't like the goods you sent to me, can I return them?

卖家: Yes, we accept returns or exchanges. Please send your item back to:

XX, XXXX, 200001, Shanghai, China.

We will refund you (excluding the postage) via PayPal once we receive your parcel.

关于换货

买家: Hello, seller, I don't like the goods you sent to me, can I exchange them?

卖家: Sure, you can send it back for an exchange. Please send your item back to:

XX, XXXX, 200001, Shanghai, China.

We will send you a new one after receiving your parcel. Please be aware that you must bear the cost of return shipping and re-send shipping.

Thanks for your understanding, and feel free to let me know if you have any other questions.

关于产品质量问题

买家: Hello, seller, I have received the goods you sent to me, but I found that it is of bad quality.

卖家: I'm very sorry to hear about that. Since I carefully checked the order and the package to ensure everything was in good condition before shipping, I'd like to investigate this issue further. Please send the item back to the address above, and we will address the quality problem and provide a full refund or replacement. Thank you for your patience and understanding.

常见问题 (FAQs)

Q1: 如何申请退货?

A1: 如果您对收到的商品不满意,可以联系我们申请退货。请将商品寄回至XX, XXXX, 200001, Shanghai, China,我们会在收到货物后为您办理退款(不包括运费)。

Q2: 换货需要承担什么费用?

A2: 如果您需要换货,需要承担退货和重新发货的运费。我们会在收到您寄回的商品后尽快为您发货。

Q3: 收到的商品质量有问题怎么办?

A3: 如果您收到的商品存在质量问题,请立即联系我们。我们会帮您调查问题所在,并提供全额退款或免费换货。请将商品寄回至上述地址,我们会尽快为您解决。