1、糾紛前

①發貨后通知買家發貨，并提供運單號&查詢網址等信息
　　Dear Customer,
　　Thank you for shopping with us.
　　We have dispatched your order (order No: xxx) on January 20th by EMS. The tracking number is xxx. It should take 5-10 business days to reach your destination. Please check the tracking information here: www.xxxxx.com for updates. Thank you for your patience!
　　If you have any further questions, please feel free to contact me.
　　Best Regards,
　　the seller ID

②包裹顯示在途，請買家耐心等待
　　Dear Customer,
　　Thank you for your patience.
　　We confirmed that your order was mailed (order No: xxx) on January 20th. However, the tracking information shows it’s still on the way. We were informed that the package did not arrive yet due to a shipping delay from the delivery company.
　　If you do not receive your package before January 20th, we can resend your order or apply a full refund to you as per your choice.
　　If you have any further questions, please feel free to contact us directly and we will be glad to assist you.
　　Best Regards,
　　the seller ID

③包裹扣關希望買家聯系清關
　　Dear Customer,
　　We have checked the tracking information and found your package has now arrived at your country’s customs agency.
　　If your package is delayed, please consult your local customs office to resolve the problem.
　　If you have any further questions, please feel free to contact me.
　　Best Regards,
　　the seller ID

④官網查詢買家已簽收包裹，提醒買家確認收貨并留好評
　　Dear Customer,
　　The delivery tracking information shows that your order (order No: xxx) has arrived to your shipping address. Please make sure your items have been received in good order and then confirm satisfactory delivery.
　　If you are satisfied with your purchase and our service, we will greatly appreciate if you give us a positive rating and share positive feedback on your experience with us to help inform others.
　　If you have any questions or problems, please contact us directly for assistance and we will be glad to assist you.
　　Best Regards,
　　the seller ID

2、糾紛開啟時

①買家投訴貨物與描述不符，請買家根據問題類型提供相應的證據
　　Dear Customer,
　　We sincerely regret that the items you’ve received in order XXXXX were not as described. Our goal is to resolve any dispute as quickly and conveniently as possible.
　　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 illustrate this issue and send them directly to my email: XXXXXXXX. This will allow us to verify the problem and help resolve it to your satisfaction.
　　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 this issue and send them to my email:XXXXXXXX. This will allow us to verify the problem and help resolve it to your satisfaction.
　　We apologize for the inconvenience and look forward to hearing from you.
　　Best Regards,
　　the seller ID

②包裹扣關，請買家支付關稅清關(確定是買家承擔關稅的情況)
　　Dear Customer,
　　We sincerely regret that your shipment has been detained by customs. Please contact your local customs office directly to make arrangements to pick up your parcel.
　　As you may be aware, you will need to pay an import tax or customs fee according to your country’s customs policy, regardless of your order size.
　　If you have any further questions, please feel free to contact me.
　　Best Regards,
　　the seller ID

③貨物在途
　　Dear Customer,
　　We sincerely regret that you’ve yet to receive your shipment. We have looked into this matter, and can share the following information about your order (No. XXXXX):
　　Tracking No: XXXXXXX
　　Status: XXXXXXX
　　Shipped Date: XXXXXXX
　　Standard shipping times are approximately 7-15 business days, however with increased holiday demand there may be a delay in international delivery times. We promise a full refund including original shipping charge if the item is not delivered in XXXX days after receipt of payment. Your satisfaction is our utmost priority; please contact us if you have any concerns.
　　We apologize for the inconvenience. Your understanding is greatly appreciated.
　　Best Regards,
　　the seller ID

④貨物丟失，詢問買家是否愿意重新發貨
　　Dear Customer,
　　We sincerely regret that you haven’t received your parcel yet. We can confirm that we sent your order on January 10, 2014; however, we were informed by the shipping company that the package has been delayed due to problems on their end.
　　We can arrange reshipment or a full refund to you. Please let us know what is your preferred option and we’ll resolve this matter as quickly as possible.
　　We apologize for the inconvenience. Your understanding is greatly appreciated.
　　Best Regards,
　　the seller ID

⑤貨物丟失，買家同意重新發貨
　　Dear Customer,
　　We would like to confirm that we sent your order on January 10, 2014; however, we were informed the package has not yet arrived due to shipping delays at the shipping company.
　　According to our agreement, we have re-sent your order by EMS, with a new tracking number of: XXX. It typically takes 7-10 business days to arrive to your destination.
　　We apologize for the inconvenience and thank you for your patience.
　　Best Regards,
　　the seller ID

⑥賣家做出了各種努力但是糾紛仍升級為平臺糾紛，回復買家
　　Dear Customer,
　　We sincerely regret that we have been unable to come to terms thus far but we hope to bring this matter to a successful resolution. Regardless of the outcome, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.
　　If we can be of further assistance, please feel free to contact me.
　　Best Regards,
　　the seller ID

3、升級為平臺糾紛

①看到買家提供的證據后，給到部分退款或者退貨退款的建議
　　Dear Customer,
　　We sincerely regret that we have been unable to come to terms thus far but we hope to bring this matter to a successful resolution. As such, we would like to offer you the following options:
　　1. Keep your ordered item(s) and accept a partial refund. It is possible to receive a partial refund of $XXX.XX (USD).
　　2. Return and Refund. If you decide not to keep your ordered item(s), you can still return your order to XXXXXXXX and receive a full refund. However, you would be responsible for all return shipping fees.
　　Whatever you decide, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.
　　If you have any questions, please feel free to contact me.
　　Best Regards,
　　the seller ID

②買家將糾紛升級為平臺糾紛，告訴買家已提供證據給敦煌網，等待糾紛專員裁決
　　Dear Customer,
　　We sincerely regret that we have been unable to come to terms regarding your order (no: XXXXX) but we hope to bring this matter to a successful resolution.
　　We have provided photo and/or video evidence to DHgate, and so the present status of the dispute is awaiting DHgate’s arbitration.
　　Whatever the outcome, we will continue to honor you as a valued customer and appreciate your giving us the opportunity to serve you.
　　If you have any questions, please feel free to contact me.
　　Best Regards,
　　the seller ID

③平臺裁決退貨退款，再次告訴買家退貨地址，并表達希望后續繼續交易的期望
　　Dear Customer,
　　We are pleased to inform you that as a result of DHgate’s arbitration, we may bring the dispute to a successful resolution. Regarding your order (No. XXXX), you are eligible for a return or refund.
　　We have already provided our return address on DHgate but we’ll confirm it here as well:
　　Contact name:
　　Address:
　　Zip Code:
　　Tel: (very important for us receive the item)
　　Please also be reminded:
　　1. Returned goods must remain intact and in original condition
　　2. Remember to mark "Order No." and “Returned Goods" on the parcel.
　　Please let me know your shipment tracking number so we may be able to better ensure there are no shipping delays and we can apply your refund to you as quickly as possible.
　　We appreciate your cooperation and thank you for giving us the opportunity to serve you.
　　Best Regards,
　　the seller ID

④退貨后，通知買家收到貨，表達希望后續繼續交易的期望
　　Dear Customer,
　　This is to confirm that we have received your returned items and we will inform DHgate to apply a full refund for you.
　　We apologize for the inconvenience and thank you for your patience.
　　We do appreciate your business and hope that you’ll give us the opportunity to serve you again in the future.
　　Best Regards,
　　the seller ID