Email Templates

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EMAIL TEMPLATES

Delivery issue template: -

When the tracking shows with local carrier/ sorting center

Dear,

Thank you for contacting us.

We would like to inform you that your order has successfully arrived at the destination country's
airport and been handed over to the local carrier to finally deliver to you, which means that
delivery is in its final stages. You can expect your order within 3-5 days. Your patience is
appreciated here. Please track your order through below link:-

https://www.yuntrack.com/Track/Detail/YT2113521272122784

Best Regards,

Covid delay

Dear ,

Thank you for contacting us.

The delivery is on its way. We are sorry for the inconvenience. Unfortunately, the measures
regarding COVID-19 are still affecting the speed of the international transport companies we
work with. Due to the large backlog of the transport company, there is a delay in deliveries but
we are trying our best to expedite your order delivery & are constantly in touch with them.
Please track your order through below link: -

https://www.yuntrack.com/Track/Detail/YT2112221272029785
Best Regards,

New order delivery status

Dear,

Thank you for contacting us.

We have received your order for *Productname* on 06 June 2021. Your order is dispatched and
is on its way. It takes an average 12-15 days for the orders to get delivered. The tracking
number for your order is YT2111121272122564, shipped by YunExpress carrier. You can track
your delivery using below link. We assure that your order will get delivered soon. Please let us
know if there is any further concern.

Tracking Link: - https://www.yuntrack.com/Track/Detail/YT2111121272122489

Best Regards,

Missing house number template: -

URGENT - Full address required, order number 1378, *Storename*

Dear,

This is the *Storename* support team. In relation to your order (#1468), we will send you:
“*Productname*”. This is to notify you that the address provided by you is incomplete. We need
to know your door/house number for delivery.

Please reply to this email as soon as possible in order to proceed with the shipment of your
order.

Thanks & regards,


Reply to customer after address
confirmation:
Dear,

Thank you for confirming your address. We have updated your address in our system. The
order will be dispatched soon.

Thanks & regards,

Missing address follow up template-


Dear,

Hope you are doing well

We haven’t received a reply from you yet. Can you please confirm your complete address along
with your contact number as soon as possible for order #?

Please reply to this email in order to proceed with the shipment of your order.

Best Regards

Missing Phone number: -


Dear,

Hope you are doing well

We haven’t received a reply from you yet. Can you please confirm your phone number?

Best Regards

Goods Delivered: -

Dear,

Thank you for your message.

The tracking number for your order is YT2110421266077785, shipped by YunExpress carrier.
As per the tracking detail, the order has been delivered on 28th April 2021. Please follow below
link for tracking. Also, please let us know if you still haven’t received the order.

https://www.yuntrack.com/Track/Detail/YT2110421266077659

Best Regards,

For damaged orders.


Dear ,

We sincerely regret for the inconvenience caused to you. We request you to share the picture of
item with us for further validation.
Best Regards,

After sending picture to supplier


Dear

We sincerely regret the inconvenience caused to you. We are talking with our team about
exploring this issue more now and have shared the pictures with them. We just want to let you
know that your issue is important to us, and we’ll get back to you ASAP with proper insight and
solutions.

Best Regards,

Cancellation from customer

Dear,

Thank you for contacting us.

We would like to inform you that once the order has been placed, it is prepared to dispatch
immediately. It is therefore unfortunately not possible to cancel a completed order.

Please let us know if there is any concern.

Best regards,

Return
Dear,

Thank you for contacting us.

We regret that you want to return the item. Please find the attached return form for your
reference. Once the product is returned, we will refund the purchase amount.

Please be informed that as per our company policy, we do not provide return slip/label or
reimburse the return shipping cost.

Best Regards,

When customer claims you are fraud

Hello,

We apologize for the inconvenience this has caused you.

We would like to inform you that we do not practice fraud as our company policy states that the
customer is responsible for return shipping costs. In addition, we have already made it clear in
our terms and conditions (which you agree to on the check-out page when ordering) that the
customer must contact us before returning the product to an address so that we can check the
product there, where it is from and inform the customer of the return address.

We would also like to point out that different products come from different manufacturers in
different countries and your product comes from a manufacturer based in China. Therefore, it is
the customer's responsibility to only return the item to the return address specified on the return
form. Unfortunately we cannot change our company policy.

We hope for your cooperation. Many Thanks.

Best Regards
Why Return address different from *Country*
Hi,

We fully understand your reaction on this, however we cannot amend our company policies and
as per our company policy, return address may differ from packaging center therefore we
recommend every customer must reach out to us for the return address we have. We request
you that if you wish to return the product back to us then kindly return it to the address
mentioned in the return form because we do not have any other return address and we cannot
will not be responsible for the lost of return if you made to any different address As per our
policy, customer is responsible for shipping. Therefore, we strongly recommend you to kindly
initiate return to the address mentioned in the return form.

Please find below attached return form for you.

Best Regards

Discount query
Hello,

Thank you for your message!

The cost of 1 set is 599.00 SEK. The offer is with 50% discount & if you buy 2, you will get 1
free.

You have to pay 599.00 SEK as you purchased 2 sets (299.00 SEK each) and will get 1 free.
Please let us know if there is any other concern.

Best Regards

Buy1 get 1 free

Hello,

Thank you for your message!

We are here to help you. Your order is for "*Productname" & the price is 299.00 SEK. We have
an offer going on this product wherein, if you buy 1 you will get 1 free.

You only have to pay 299.00 SEK.

Please let us know if there is another concern

Best Regards,

Customer asks to call


Dear,

Thank you for the message!

We have informed the relevant department to call you. But, in the meantime, please feel free to
tell us your concern through email. We will help you reach out a solution.

Best Regards,
Information about a product

Hello,

Thank you for your message! We are here to help you.

If you have ordered from our website, please let us know the order number. And, if not yet,
please let us know which product is this query related to.

Best Regards,

When customer is unable to make


payments: -

Hello,

We are sorry to hear this and are here to help you.

Ø After adding the product to cart, you will see a “Check out Tab”, Click on that tab.

Ø You will be asked to enter your contact information on a new page.

Ø After putting details, click on “Proceed to delivery Tab”.

Ø Then a confirmation page will appear, Click on “Proceed to payment”.

Ø Add your payment method & then click on “Pay now”.

Ø You will receive an email confirmation once payment is done.


Please let us know if you have any further concern.

Best Regards,

Unable to find customer order:

Hello,

Thank you for contacting us

We have checked on our system but we are unable to find any order. Can you please provide us
with the order number or the contact detail (Full Name/Email address) by which order was
placed on our website?

Best regards,

OR

Hi,

Hope you are doing fine.

Thank you for contacting us.

We would like to inform you that we have tried to locate your order with the help of your full
name and your email address, however unfortunately, we are unable to locate your order.
Therefore, we request you to kindly share your order number with us or you can share the
complete correct name of yours or email address mentioned by you while making the order so
that we can locate your order and inform you about the tracking details. We are looking forward
for your reply mentioning all the necessary details as asked above. Thank you.

Best Regards
When customer asks for order
confirmation
Dear,

We have received you order for "*Productname*".

Your order number is 1127. We have again sent you a confirmation email. The average delivery
time is from 12-15 days.

Best Regards,

*send the order confirmation from shopify again, using resend email option

When customer ask why products are


coming from china
Dear Manuel,

Thank you for contacting us. The products on our website are offered by various international
suppliers who are known worldwide for their high quality products.
We hope you learn more about it and if you have any questions about this, please let us know.

Regards.

Query about Store location


Dear,

Thank you for contacting us. We are an online retailer store and to ensure that we can request
fair prices for our products, we have chosen to send the products to you directly from the
supplier. In this way we can save enormously on storage, transport and packaging costs and we
can offer you the products at a reasonable price.

Best Regards,

Wrong tracking Number

Dear,
We are very sorry for the inconvenience. Due to some technical error, the tracking information
are not being updated. We have contacted the concerned department to resolve this. Please be
assured that your order will get delivered soon.

Best Regards,

Payment issue
Dear ,

Thank you for your reply. We are sorry for the inconvenience. We have sent your feedback to
the relevant department and will get back to you.

Best Regards,

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