October 12, 2012

Dealing Customer Feedbacks on Amazon or eBay – with sample templates

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