在運(yùn)輸過程中,賣家有時可能會發(fā)現(xiàn)發(fā)錯貨或者漏發(fā)貨的情況,此時應(yīng)該主動道歉，請求客戶的諒解，除了換貨或者補(bǔ)貨之外，還可以通過贈送小禮物、優(yōu)惠券等方式安慰客戶，提升客戶的購物體驗(yàn)。以下是客戶服務(wù)人員與客戶溝通發(fā)錯貨或者漏發(fā)貨問題的示例郵件。
sample
dear sir / madam,
we apologize for having sent you a wrong package, and promise immediately to make up for it.
firstly, we will send you the right package as soon as possible. secondly, we will send you an x x% off discount coupon, which you can use whenever you want in our store. could you please help to send the wrong package back after receiving it? we are responsible for the shipping payment. what do you think of the solution? if there is anything we can do for you, do not hesitate to contact us. please forgive us for the possible inconvenience. your kind understanding will be greatly appreciated.
best regards!
(your name)
參考譯文：
親愛的先生/女士：
我們很抱歉給您寄錯了包裹，在此向您承諾立即采取補(bǔ)救措施。
首先，我們將盡快為您發(fā)送正確的包裹。其次，我們將為您提供xx折的優(yōu)惠券，您可以隨時在本店使用。您收到我們寄錯的包裹后、能幫我們寄回來嗎？郵寄費(fèi)用由我們負(fù)責(zé)。您覺得這個解決方案如何？如果有任何我們能為您做的事，請隨時聯(lián)系我們。對于可能給您帶來的不便，懇請原諒。衷心感謝您的善解人意。
祝好！
(你的名字)
sample
dear sir / madam,
we apologize for having left out the item x x x, and promise to send it as soon as possible.
in order to make up for your inconvenience, we will send with the package a new product recently designed by us and good for your neck health. please let us know before you submit a refund request. we can further discuss a satisfactory solution with you. if there is anything we can do for you, do not hesitate to contact us. please forgive us for your inconvenience. your kind understanding will be greatly appreciated.
best regards!
(your name)
參考譯文：
親愛的先生/女士：
我們很抱歉漏寄了xxx貨物，在此向您承諾盡快補(bǔ)發(fā)。
為了彌補(bǔ)給您帶來的不便,我們將隨包裹贈送一個我們最近設(shè)計的有利于您頸部健康的新產(chǎn)品。在和我們溝通之前，請不要提交退款申請。我們可以和您進(jìn)一步討論令人滿意的解決方案。如果有任何我們能為您做的事，請隨時聯(lián)系我們。對于給您帶來的不便，懇請原諒。衷心感謝您的善解人意。
祝好！
(你的名字)