Dealing Customer Feedbacks on Amazon or eBay – with sample templates
October 12, 2012
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Responding customer feedback in your client’s online store whether on
Amazon, eBay or any eCommerce platform is not an easy task especially if the
issues are seriously technical. Like in brick and mortar customers, online
customers also complain when they are not satisfied of the products, defective
& counterfeit or if they received the wrong item. In that case, a customer
support team or a Virtual Assistant will do the job of communicating to an
angry customer to resolve the issue-whether re-process the order &
shipment, give a refund and the hardest thing, is to beg the customer to remove
their negative feedback in your client's store at Amazon.
Well, this post hopefully could give you the basic things in writing a
response letter to the customer. As much as possible be polite, console the
customers & give them assurance, provide consistent update ‘till the issue
gets resolve, and encourage them for repeat shopping.
---ORDER REPLACEMENT SHIPPED---
Hi there,
Good day!
It is our experience that most packages arrive at
their destination and we always make sure that each valued customer will
receive their orders. If your order has not arrived and has been shipped using
Standard Mail ease do not contact us until a minimum of 3-5 days have passed.
The replacement of your order has been
successfully processed so please try to track your order or if the item has not
been dispatched please do wait since the delivery of replacement will usually
take up to two weeks than the original order.
Here is the tracking number: _____________ to
check your package.
Feel free to contact us anytime and we’ll be here
to assist you.
Thank you.
Hi Lauren,
---WRONG ITEM RECEIVED, REFUND PROCESSED---
Good day!
Your issue has been escalated to our higher
department and was informed that our warehouse already received the wrong item.
The refund of your item has been successfully
processed and if you are to be receiving a refund from us for any reason, it
will be processed within 3-5 days before the refund is reflected upon your
account statement. The amount will be refunded back to the account used in the
original purchase.
We will work very hard to ensure you receive your
refund quickly and we'll get back to you once we get an update.
Please feel free to contact us anytime if you
have any question.
Thank you.
Regards,
Mike
---DIS-SATISFIED CUSTOMER WITH REQUEST TO REMOVE FEEDBACK----
Hi there,
We thank you personally Mr. Lim for keeping in touch with us with your
concern. We apologize that you were not satisfied with your order and we will
certainly give you a full refund.
We apologize for your inconvenience and assure you that we're doing
the best we can to improve the quality of our products and services to our
customers.
We are kindly asking you to remove your feedback regarding the item
you ordered
Warm
Regards,
Arnel
----CANCELLED ORDER DUE TO NO STOCK/BACK ORDER---
Dear Customer,
Thank you for contacting us.
Unfortunately, the item you have ordered has been
unexpectedly backordered by our distributor. The item is not going to be
available within the desired time you have requested, your order has been
cancelled. If your credit card has been
charged you will be refunded within 24-48 hours.
We apologize for the inconvenience, if you have
any further questions please feel free to contact us.
Sincerely,
K
---INQUIRY: TRACKING NUMBER---
Dear Customer,
Thank you for contacting us.
Your order was shipped via Shipping Service on
Date.
Your tracking number is Tracking #
Please let us know if you have further concerns.
Sincerely,
K
----CANCELLATION OF ORDER: SUCCESSFULLY CANCELLED---
Dear Customer,
Thank you for contacting us.
This order has been canceled as requested. It is
closed in our system and will show as canceled on PayPal within 1-2 business
days. If you have paid for this order you should expect a refund within the
next few days.
Should you have further concerns, please do not
hesitate to contact us.
Sincerely,
K
--CANCELLATION OF ORDER: TOO LATE TO CANCEL – PACKAGE ALREADY SHIPPED--
Dear Customer,
Thank you for contacting us.
Unfortunately it is too late to cancel this
order. It was processed and left our facility before your email was received by
our customer service.
Your order was shipped via Shipping Service.
Your tracking number is Tracking#.
If upon arrival you still do not want the item,
please contact us to obtain an RMA# and instructions on how to send it back for
a refund.
Sincerely,
K
For more Customer Support email templates read here
Special credits: I would to thanks Karen and Alain for the nice email templates,keep up the good work guys. And also Jennilyn for a bunch of professional email templates she’d posted at Zetaboards forum, kudos! Image credit to www.theresaceniccola.com