* PLEASE NOTE:
Starred red remarks are general tips and are NOT a part of the template.
Q: Why does it take such a long time only to ship an item? Other sellers they ship right away!!
A: Dear __________,
Thank you for your purchase. I appreciate your business.
As mentioned in the listing, this item has approximately 2-3 business days handling time.
This item is usually shipped directly from the manufacturer to our consumers in the US.
However, since this manufacturer won’t ship abroad, we have to have it shipped to our warehouse first, repack it and fill up international customs forms.
Naturally, this process extends the handling time.
Nevertheless, I’ll personally keep an eye on your order and make sure that it is dispatched as quickly as possible in a safe manner.
I apologize for the inconvenience and appreciate your patience.
If I can be of further assistance, please let me know. I am here to help.
Truly yours,
____________
Q: Where is my item? (tracking available)
A: Hello _________,
Thank you for your inquiry.
Upon checking it with the courier, your item is currently in transit.
For your convenience, your item tracking number is .
I appreciate your patience.
If I can be of any further assistance, please let me know. I am here to help.
Best regards,
________
Q: Where is my item? (no tracking available yet)
A: Dear ,
Thank you for your purchase. I appreciate your business.
As mentioned in the listing, this item has approximately 2-3 business days handling time.
Your order should be processed very shortly. I'll personally make sure that you'll receive a notification with your tracking information as soon as it becomes available.
If I can be of further assistance, please let me know. I am here to help.
Thank you for your patience.
Regards,
.
Q: The tracking shows no progress, is everything OK?
A: Hello______,
Thank you for your bringing that to my attention. Upon checking the tracking information, I can assure you that you item is in transit. You should receive it in the near future.
When it comes to international shipping, sometimes not all of the tracking events are recorded but that doesn’t mean that the item is not on your way.
I appreciate your patience.
If I can be of any further assistance, please let me know. I am here to help.
Q: Yes, but when I buy from __________, I am always able to see all tracking events and I usually get it in 3 days. What’s going on?
A: Hello __________,
Thank you for your inquiry.
I cannot comment on behalf of other shipments or other couriers.
When it comes to international shipping, there are some elements that I cannot control, such as customs and many other regulatory agencies both for exporting and importing.
Again, I can assure you that the item is on your way and you’ll receive it soon.
I apologize for the inconvenience and appreciate your patience.
If I can be of any further assistance, please let me know.
Best regards,
____________
Q: Can I cancel my order? (item wasn’t shipped yet).
A: Dear ____________,
Thank you for your inquiry.
Per your request, I will attempt to cancel your order. However, please keep in mind that a cancellation attempt cannot be 100% guaranteed.
If the cancellation attempt will not be successful, please contact me after you'll receive your order and I'll be more than happy to help you with an easy return.
If I can be of any further assistance, please let me know. I am here to help.
Best regards,
____________
*We suggest that you use this answer all the time, whether the package was already shipped or not.
**If needed, complete this message with a follow up message as the following:
Out going follow up message announcing that it is too late to cancel.
Hello ____________,
Unfortunately, I wasn't able to stop the shipping process since your order was already processed. If applicable, I will still attempt to intercept your package. If that attempt will be successful, you will receive a refund notification.
If not, please contact me after you'll receive your order and I'll be more than happy to help you with an easy return.
I apologize for the inconvenience.
If I can be of any further assistance, please let me know. I am here to help.
Best regards,
____________
Q: The ETA (estimated time of arrival) is for July 22 and it is July 24th, I want my money back!
A: Hello_________,
Thank you for your purchase, I appreciate your business.
I apologize if the time in transit takes longer than expected.
Unlike guaranteed delivery dates, the estimated delivery date (ETA) is still an estimate.
Please understand that when it comes to International shipping, there are several elements that cannot be controlled or predicted, such as: customs delays, security or any other regulatory inspections both of import and export. Other times it is simply caused by inefficient or slow processing by the post authority in the country of destination.
Because you brought it to my attention, I will open a claim with our carrier and with the local postal authority. I will keep you posted with any development. For the fastest delivery possible, please keep on tracking the parcel periodically so you can take action if you’ll be asked to do so by your postal authority. For your convenience you may track it through the following link_________________________________________.
I hope this helps.
If I can be of any further assistance, please let me know.
Best regards,
_______________.
Q: Why my item hasn’t been shipped!!!!!!! I AM ANGRY!!!!!
*This should be used when there is a huge delay way past the handling time.
A: Dear _______________,
I owe you a big apology.
Your item was mistakenly marked as shipped in our system while it wasn’t.
This was a human error made by one of our employees which removed your order from our shipping list. That is the reason for this huge delay.
I am very sorry about the inconvenience and I hope it didn't cause you too much trouble.
I will go ahead and ship it momentarily.
Because it is shipped passed the promised date, I will apply a 10% courtesy discount for your inconvenience.
If I can be of any further assistance, please let me know. I am here to help.
Best regards,
_______________.