“Where is my order” ???
“I haven’t received my order”!!!

　　這類物流引起的交易糾紛，今天，我們很榮幸與大家分享一些實用有效的溝通模版，希望可以幫助到大家。

　　郵政包裹一般常見狀態中，我們常?？吹揭韵聨追N：

包裹查無信息 "Not Found" (當包裹還未上網，官網未更新)
包裹正在運輸中 “Transit” (當包裹還在運輸中時)
包裹到達待取“Pick Up”  (當包裹顯示已經到達目的地國家)
包裹投遞成功“Delivered” (當包裹顯示投妥，而收件人聲稱未收到時)
包裹運輸過久“Expired” (大部分為時效延誤/ 目的地國家不能查到投妥/官網不更新狀態等)
包裹可能異?！癆lert” (大部分為退件/ 海關單號/損壞/丟失等問題)

　　當您查過單號以后，根據17track對應的以上六種包裹狀態，編輯您給買家的郵件（有關退件啊，延誤啊，丟包等問題，請賣家朋友自行編輯，因為涉及到您的售后服務及解決方案）：

Not found: 

Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例單號）and I am happy to assist today.
As per tracking result powered by 17track.net, I'm very sorry to inform you that your item is still lack of tracking information right now. If you got a tracking result as "Not found" it's telling you that your tracking information is unavailable, it doesn't mean that we haven't been mailed your item. 
(Note: There may be a delay between scanning events and the availability of tracking information related to those scanning events. The tracking information may not appear online immediately. Normally it takes a few days after the item(s) have been sent for tracking details to be available from the shipping carrier.)
Therefore, please hold on for a few more days and try to check your order some time later?
Thanks for your business again!
Have a nice day!
Best regards, store 888

Transit:

Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例單號）and I am happy to assist today.
Here is a link for you to ref your package status in transportation：
這里復制17track查詢完的結果鏈接就可以了。 
As per current tracking result, your shipment has been shipped and dispatched by the shipping carrier of (HK Post) Registered Airmail on date 2014-09-21
It is still during normal shipping period and it hasn't arrived in your destination country as (country name) yet. I would be very thankful if you could be more patience with this overseas shipment. From our experience, for this kind of mail type, the shipping time is highly depend on the postal carrier and local customs/taxes, etc. It usually takes a few weeks from our origin country to overseas destination countries after dispatching. Therefore, please hold on for a few more days and I would be very grateful if you can wait for your order patiently.
Thanks for your business again!
Have a nice day!
Best regards, store 888

Pick up:

到達待取或者到達目的地國家都行! 到達待取可能是第一次投遞失敗或者是到達投遞點！注意修改!

Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例單號）and I am happy to assist today.
Here is a link for you to ref your package status in transportation：
這里復制17track查詢完的結果鏈接就可以了。 
I'm glad to inform you, as per current tracking result, your package is ready to pick up/has been arrived in your country.
Please contact the shipping carrier as [USPS] to get instruction of where to pick up your order/schedule a redelivery process. Please contact with them by the below information and I hope you will receive your package in shortly.
Carrier name: USPS （示例郵政運營商）
Helpline: 1-800-222-1811 （示例郵政運營商幫助熱線）
Generally, The carrier has collection deadline, So, I would like to advise you contact the carrier at once so your order won't be return back to us.
I truly wish you will be satisfied with your purchase and I'm looking forward you will confirm your order as soon as your got the item. Of course, if you like the item, please leave us a positive feedback.
Thanks for your business again!
Have a nice day!
Best regards, store 888

Delivered:

　　查詢結果簽收，而收件人聲稱未收到件的情況非常多哦，注意一下。

Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RJ014099257CN（示例單號）and I am happy to assist today.
Here is the detailed tracking information for your order:
Number: RJ014099257CN
Status: Delivered ( 30 Days )
Destination: United States
2014-09-29 16:01 PHOENIX, AZ 85031, Delivered, Your item was delivered at 4:01 pm on September 29, 2014 in PHOENIX, AZ 85031.
2014-09-19 14:51 PHOENIX, AZ 85031, Notice Left (No Authorized Recipient Available)
2014-09-19 07:42 PHOENIX, AZ 85031, Out for Delivery
2014-09-19 07:32 PHOENIX, AZ 85031, Sorting Complete
2014-09-19 04:23 PHOENIX, AZ 85043, Departed USPS Facility
2014-09-19 04:21 PHOENIX, AZ 85031, Arrived at Unit
2014-09-18 21:42 PHOENIX, AZ 85043, Arrived at USPS Facility
2014-09-18 02:26 KEARNY, NJ 07032, Departed USPS Facility
2014-09-17 17:24 KEARNY, NJ 07032, Arrived at USPS Facility
2014-09-17 17:24 Origin Post is Preparing Shipment
======================================
Powered by 17track.net
As per current tracking result, I found the tracking result indicate that your package has been delivered successfully. If you haven't received your package, I'd advise you contact with the shipping carrier directly to verify more delivered information such as "Delivered address and signature name". Due to privacy policy, the carrier may not display the addressee's name and address online, though they would keep them at their interior system.
And I'm 100% positive that I have shipped your order to your designated shipping address as the following:
在此處可以確認一下收件人的地址及郵編等資料;
Before you contact with the shipping carrier, May I advise you check with your families, roommates, and neighbors,etc. See if anyone has signed the item for you.
Carrier name: USPS （示例郵政運營商）
Helpline: 1-800-222-1811 （示例郵政運營商幫助熱線）
I will be here to assist you find your order, keep me posted.
Thanks for your business again!
Have a nice day!
Best regards, store 888

Alert:

　　退件原因很多，到達目的國家后沒有投妥成功的，引起的原因多為關稅/或者投遞不成功保留過期等；還有一部分原因，可能是由海關問題引起的，沒有從中國成功封發出口或者沒有辦法進入目的地國家。要如何解決要賣家自行編輯郵件~

Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例單號）and I am happy to assist today.
I regret to inform you, as per current tracking result, I found the tracking result indicate that your package is undergoing an unusual condition. It was returning back to us. The possible reason for returning will be written on the package (Incorrect/illegible/incomplete address, expired retention period; the addressee failed to collect the item; the addressee does not reside at the given address; refused to accept by addressee, etc.) I can inform you further once it returned back to us. Depending on this unusual situation, My apologies for the inconvenience. I would willing to resolve this problem by making full refund or replace one and send to you. (退件問題要具體情況，需要怎么解決要修改)。
Again, please accept my sincere apologies and let us know which method you are preferable to resolve this unfortunate situation.
Have a nice day!
Best regards, store 888

Expired:

　　這種狀態是指從郵政官方接收到2-3個月內，查無投妥信息，提示買家注意溝通:

Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例單號）and I am happy to assist today.
I'm very sorry to hear that you still haven't received your order. Under this circumstances, I'd advise you contact with the shipping carrier in your country and verify if they have received your shipment from overseas.
Carrier name: USPS （示例郵政運營商）
Helpline: 1-800-222-1811 （示例郵政運營商幫助熱線）
And at the meanwhile, I will start to commence a formal investigation into whereabouts of your order with our shipping carrier here. But it gonna take some times, could you wait for their response as patient as you can?
I hope the reason for deferring your order will be clarified by our carrier in shortly.
Thanks again for your patience and I will be here to assist you along on this situation until you get your order. Again, please accept my sincere apologies for this unfortunate situation.
Have a nice day!
Best regards, store 888