Q11: 用户要求退货，客服怎么做？客服模板系列（一）

1. 第一封邮件：问用户第一个问题，请用户提供订单信息，让我们可以确定用户是从我们网站订购的产品。

模板：

Hi, 用户姓名.

Thanks for contacting us.

We are so sorry about your experience. We need to ask some questions    to complete the refund process.

Question 1: Please provide your order number, or name, or email. So we    can check your order, and make sure you have purchased from our website.

xxxx Team   

2. 第二封邮件：问第二个问题，需要用户确定已经收到货品了。这问题是用来搜集证据以防用户chargeback。

模板：

Hi, 用户姓名. 

Thanks for contacting us.

We have checked your order: you have purchased a (product name) on (time).

We need to continue to ask some questions to complete the refund process.

Question 2: Did you receive your order in (2019-12-16 15:22 具体送达时间)?

xxxx Team   

3. 第三封邮件：挖坑的问题来了，让用确认使用过程中没有损坏。如果用户说没有损坏，那么就跳进坑了，我们的用户《退货政策》要求产品未经使用，所以不能退哦。如需获得《退货政策》模板，请点击下方“阅读原文”。

模板：

Hi, 用户姓名. 

Thanks for replying us of the 2 questions.

Question 3, during the usage of our product, do you have some man-made damage? 

xxxx Team   

4. 第四封邮件：如果用户完美的避开了第三个问题，说没有使用过，那么需要用户提供产品的视频或者图片。这里又一个小坑，如果用户拆开了包装，也不符合我们的《退货政策》。如需获得《退货政策》模板，请点击下方“阅读原文”。

模板：

Hi, 用户姓名.

Thanks for replying.

We have known your situation. Please provide the picture or video of the product you receive. Video will be better.

xxxx Team   

5. 第五封邮件：如果用户到这一步仍然坚持退款，我们就只有先缓一下，拖延一下时间。

模板：

Hi, 用户姓名. 

We have sent your questions to our after-sales service team to process. We will send you email when we have a result.

xxxx Team   

Hi, 用户姓名. 

We are very sorry that you want to return the product. According to our refund policy (附加退货政策链接), You have the right to return. 

Meanwhile, due to the expensive returning shipping fee you need to pay, we have two solutions for you. If you decide, please let me know. 

1) We can provide you with 10% compensation. And you don't need to send your product back.

2) If you want to return, please send your order back to the address below and let me know your track number: 

退货地址

Looking forward to your reply.

xxxx Team