下文中，标黄部分可根据自身情况进行修改。
1、纠纷前
①发货后通知买家发货，并提供运单号&查询网址等信息
DearCustomer,
Thankyou for shopping with us.
Wehave dispatched your order (orderNo: xxx) on January20th by EMS. Thetracking number is xxx. Itshould take 5-10 businessdays to reach your destination. Please check the trackinginformation here: for updates. Thank you for yourpatience!
Ifyou have any further questions, please feel free to contactme.
BestRegards,
theseller ID
②包裹显示在途，请买家耐心等待
DearCustomer,
Thankyou for your patience.
Weconfirmed that your order was mailed (order No: xxx) on January 20th. However, the trackinginformation shows it’s still on the way. We were informed that thepackage did not arrive yet due to a shipping delay from thedelivery company.
Ifyou do not receive your package before January 20th, we can resend your orderor apply a full refund to you as per yourchoice.
Ifyou have any further questions, please feel free to contact usdirectly and we will be glad to assistyou.
BestRegards,
theseller ID
③包裹扣关希望买家联系清关
DearCustomer,
Wehave checked the tracking information and found your package hasnow arrived at your country’s customsagency.
Ifyour package is delayed, please consult your local customs officeto resolve the problem.
Ifyou have any further questions, please feel free to contactme.
BestRegards,
theseller ID
④官网查询买家已签收包裹，提醒买家确认收货并留好评
DearCustomer,
Thedelivery tracking information shows that your order (order No: xxx) has arrived to yourshipping address. Please make sure your items have been received ingood order and then confirm satisfactorydelivery.
Ifyou are satisfied with your purchase and our service, we willgreatly appreciate if you give us a positive rating and sharepositive feedback on your experience with us to help informothers.
Ifyou have any questions or problems, please contact us directly forassistance and we will be glad to assistyou.
BestRegards,
theseller ID
2、纠纷开启时
①买家投诉货物与描述不符，请买家根据问题类型提供相应的证据
DearCustomer,
Wesincerely regret that the items you’ve received in order XXXXX were not as described. Ourgoal is to resolve any dispute as quickly and conveniently aspossible.
Choice#1: You have claimed the items did not work/work properly. As such,we must ask that you please make a video recording to illustratethis issue and send them directly to my email: XXXXXXXX. This will allow us to verifythe problem and help resolve it to yoursatisfaction.
Choice#2: You have claimed the items did not work/work properly. As such,we must ask that you please take some photos to illustrate thisissue and send them to my email: XXXXXXXX. This will allow us to verifythe problem and help resolve it to yoursatisfaction.
Weapologize for the inconvenience and look forward to hearing fromyou.
BestRegards,
theseller ID
②包裹扣关，请买家支付关税清关(确定是买家承担关税的情况)
DearCustomer,
Wesincerely regret that your shipment has been detained by customs.Please contact your local customs office directly to makearrangements to pick up yourparcel.
Asyou may be aware, you will need to pay an import tax or customs feeaccording to your country’s customs policy, regardless of yourorder size.
Ifyou have any further questions, please feel free to contactme.
BestRegards,
theseller ID
③货物在途
DearCustomer,
Wesincerely regret that you’ve yet to receive your shipment. We havelooked into this matter, and can share the following informationabout your order (No.XXXXX):
TrackingNo: XXXXXXX
Status:XXXXXXX
ShippedDate: XXXXXXX
Standardshipping times are approximately 7-15 business days, however withincreased holiday demand there may be a delay in internationaldelivery times. We promise a full refund including originalshipping charge if the item is not delivered in XXXX days after receipt of payment.Your satisfaction is our utmost priority; please contact us if youhave any concerns.
Weapologize for the inconvenience. Your understanding is greatlyappreciated.
BestRegards,
theseller ID
④货物丢失，询问买家是否愿意重新发货
DearCustomer,
Wesincerely regret that you haven’t received your parcel yet. We canconfirm that we sent your order on January 10, 2014; however, we wereinformed by the shipping company that the package has been delayeddue to problems on their end.
Wecan arrange reshipment or a full refund to you. Please let us knowwhat is your preferred option and we’ll resolve this matter asquickly as possible.
Weapologize for the inconvenience. Your understanding is greatlyappreciated.
BestRegards,
theseller ID
⑤货物丢失，买家同意重新发货
DearCustomer,
Wewould like to confirm that we sent your order on January 10, 2014; however, we wereinformed the package has not yet arrived due to shipping delays atthe shipping company.
Accordingto our agreement, we have re-sent your order byEMS, with a newtracking number of: XXX. Ittypically takes 7-10business days toarrive to your destination.
Weapologize for the inconvenience and thank you for yourpatience.
BestRegards,
theseller ID
⑥卖家做出了各种努力但是纠纷仍升级为平台纠纷，回复买家
DearCustomer,
Wesincerely regret that we have been unable to come to terms thus farbut we hope to bring this matter to a successful resolution.Regardless of the outcome, we will continue to honor you as avalued customer and appreciate your giving us the opportunity toserve you.
Ifwe can be of further assistance, please feel free to contactme.
BestRegards,
theseller ID
3、升级为平台纠纷
①看到买家提供的证据后，给到部分退款或者退货退款的建议
DearCustomer,
Wesincerely regret that we have been unable to come to terms thus farbut we hope to bring this matter to a successful resolution. Assuch, we would like to offer you the followingoptions:
1.Keep your ordered item(s) and accept a partialrefund.It is possible to receive apartial refund of $XXX.XX(USD).
2.Return and Refund.If you decide not to keep yourordered item(s), you can still return your order to XXXXXXXX and receive a full refund.However, you would be responsible for all return shippingfees.
Whateveryou decide, we will continue to honor you as a valued customer andappreciate your giving us the opportunity to serveyou.
Ifyou have any questions, please feel free to contactme.
BestRegards,
theseller ID
②买家将纠纷升级为平台纠纷，告诉买家已提供证据给敦煌网，等待纠纷专员裁决
DearCustomer,
Wesincerely regret that we have been unable to come to termsregarding your order (no:XXXXX) but we hope to bring this matter to a successfulresolution.
Wehave provided photo and/or video evidence to DHgate, and so thepresent status of the dispute is awaiting DHgate’sarbitration.
Whateverthe outcome, we will continue to honor you as a valued customer andappreciate your giving us the opportunity to serveyou.
Ifyou have any questions, please feel free to contactme.
BestRegards,
theseller ID
③平台裁决退货退款，再次告诉买家退货地址，并表达希望后续继续交易的期望
DearCustomer,
Weare pleased to inform you that as a result of DHgate’s arbitration,we may bring the dispute to a successful resolution. Regarding yourorder (No. XXXX), you areeligible for a return or refund.
Wehave already provided our return address on DHgate but we’llconfirm it here as well:
Contactname:
Address:
ZipCode:
Tel:(very important for us receive theitem)
Pleasealso be reminded:
1.Returned goods must remain intact and in originalcondition
2.Remember to mark "Order No." and “Returned Goods" on theparcel.
Pleaselet me know your shipment tracking number so we may be able tobetter ensure there are no shipping delays and we can apply yourrefund to you as quickly aspossible.
Weappreciate your cooperation and thank you for giving us theopportunity to serve you.
BestRegards,
theseller ID
④退货后，通知买家收到货，表达希望后续继续交易的期望
DearCustomer,
Thisis to confirm that we have received your returned items and we willinform DHgate to apply a full refund foryou.
Weapologize for the inconvenience and thank you for yourpatience.
Wedo appreciate your business and hope that you’ll give us theopportunity to serve you again in thefuture.
BestRegards,
theseller ID
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