Post-Sales General
1. Post- sale automatic message:
Hello [[buyer_first_name]],
Thank you for your purchase. I value your business. Please know I am doing everything in my power to deliver your parcel in the fastest way possible and perfect condition. A tracking number will soon be available and updated to your order. Meanwhile, if you have anything questions, do not hesitate to contact me via message about anything related to your order. Once received, your positive feedback will be greatly appreciated.
Thank you in advance.
Kind regards,
[[seller_first_name]]
2. Having trouble shipping to buyer’s address:
Hello [[buyer_first_name]], and thank you for your purchase.
I am so sorry, but for some reason, I am having a hard time processing your order with the address provided. Can you suggest a different form of writing it? Or perhaps a different shipping address? Please let me know soon so I can ship it to you ASAP.
Thank you for your cooperation.
Kind regards, [[seller_first_name]]
3. Buyer gave feedback and is asking for one back –
Hello [[buyer_first_name]],
Thank you very much for your purchase and positive feedback. I want you to know I do appreciate it as
my customers are always at my top priority!
Please note that my feedback system is automatic. This means that as soon as I receive feedback, it
automatically sends the buyer one. Nevertheless, if, for some reason, you have not received your positive feedback from me, please contact me again.
Thank you for your understanding,
[[seller_first_name]]
4. Buyer received an invoice with his order and is asking, “why is the price on the invoice is lower than what I paid?”
Hello [[buyer_first_name]], and thank you for your purchase. I am sorry to hear about this issue. Please understand you were actually not meant to see this price; this is my supplier’s wholesale price for me for a pack of these items, which does not include my store’s fees, packing, shipping, and little profit, etc. If there is anything wrong with this item, you are welcome to ask me for a return shipping label to ship it back.
Thank you for your kind understanding.
Regards,
[[seller_first_name]]
5. Buyer is asking, “why did I get a package from Amazon”?
Hello [[buyer_first_name]], and thank you for contacting me.
I am happy to know that your order was delivered to you quickly and in good condition.
Please note, I am a seller on different online platforms, among which are also eBay and Amazon, and the reason I am using amazon’s warehouses for all orders is simply that it allows me to offer the best and fastest delivery services to my buyers as I hope you experienced yourself with your order.
I trust you know that my buyers’ satisfaction is my top priority. Please let me know how I can assist you further.
Thank you for your understanding.
Kind regards,
[[seller_first_name]]
6. Can’t Replace Parts
Hello [[buyer_first_name]], and thank you for contacting me about this.
Please understand, as much as I’d love to ship new parts to you, I cannot since I do not handle replacement parts, only complete items. Therefore, if I sent you only one part, I would be damaging another item. I am sorry for this inconvenience. Will you consider returning the item for a full refund? Please let me know, and I will take care of it.
Kind regards,
[[seller_first_name]]
7. Buyer is asking to change the address after making the order, but the order has shipped already + there is tracking
Hello [[buyer_first_name]],
Thank you for your purchase and message.
Please know, as I am always doing everything I can to ship all items as quickly as possible to provide the best service possible, orders enter the shipping process very fast, almost automatically. This is why it is sometimes too late to revise the address, and your order is already on its way to you.
Please see your tracking information: [[tracking_number]].
If you wish to change the shipping address, please address the carrier with this number. I appreciate your understanding and cooperation.
Kind regards,
[[seller_first_name]]
8. Buyer is happy with the purchase!
Hello [[buyer_first_name]],
Thank you so much for your update! I am thrilled to know that the item met your expectation and
Arrived fast and in perfect condition. Your positive feedback will be greatly appreciated!
Thank you again.
Kind regards, [[seller_first_name]]
9. Buyer is asking to change the address, and we agree:
Hello [[buyer_first_name]], and thank you for your purchase. Sure, I will be happy to ship this to your requested address. Please note, this will ship to:
(BUYER’S NEW ADDRESS)
Please wait for the tracking number to update your order.
Thank you for your patience. Kind regards, [[seller_first_name]]
Returns
10. Refund issued upon return:
Hello [[buyer_first_name]],
Thank you for returning this item. It had been processed back in my warehouse.
I have submitted your full refund, and you can see the money now back in your account.
For any further questions or concerns, please feel free to contact me.
Kind regards,
[[seller_first_name]]
11. Item not as described – our fault – prepaid shipping label attached:
Hello[[buyer_first_name]],
I’m deeply sorry the item you received was not as you expected it to be. I want you to know this doesn’t usually happen,, and I take full responsibility for this mistake. Please note, I will issue you a full refund upon returning this item to us.
Please find attached the prepaid shipping label for its return and let me know once shipped, along with the tracking number.
Thank you upfront for your understanding and cooperation.
Kind regards,
[[seller_first_name]]
12. It’s our fault, and we are asking the buyer to open a return request on eBay:
Hello [[buyer_first_name]],
I am terribly sorry to hear that this item did not meet your expectations. I am here to assist you with the return process in order for you to receive your refund as soon as possible. To do so, and for both of us to be able to track your package easily, please open a return request for your item through eBay and I will provide all the necessary information there. Thank you for your cooperation!
Kind regards, [[seller_first_name]]
13. Buyer claims he never got our refund. We attach proof from PayPal:
Hello [[buyer_first_name]], and thank you for your message. I am sorry to hear you have not seen the money for your purchase back in the account yet. Attached is the print screen from paypal that shows the date of the refund issued along with the paypal transaction id. If you have any further questions, please do not hesitate to contact me again.
Thank you for your cooperation.
Kind regards, [[seller_first_name]]
14. Item returned to us by the carrier:
Hello [[buyer_first_name]], and thank you for your purchase.
Unfortunately, your order has been returned to us by the carrier as undeliverable. I’m truly sorry for the inconvenience this may have caused you.
Would you like me to try shipping it again or would you prefer a full refund?
Please let me know and confirm your shipping address once again for me.
I appreciate your cooperation.
Kind regards,
[[seller_first_name]]
15. GSP order – item arrived damaged to the buyer (package is damaged / open, which may be eBay’s responsibility)
Hello [[buyer_first_name]], and thank you for your purchase. I am terribly sorry to hear that your item arrived in an open package or damaged in any way. Please understand, as this is an order made through eBay’s Global Shipping Program, it is eBay’s responsibility to deliver this to you intact once the item reaches their warehouse. Therefore, I would suggest contacting eBay about this issue, and I trust they will do all they can to assist in compensating you the best way possible. Please let me know how I can assist you further.
Thank you for your cooperation.
Kind regards,
[[seller_first_name]]
16. Return request – Not our fault – Label attached
Hello [[buyer_first_name]], and thank you for contacting me. I am sorry to hear you have changed your mind about keeping your item, however, I am happy to assist in the return.
Please use the shipping label attached to ship it back asap and hold on to your tracking number. Please also inform me once shipped and your tracking number to track it together for a faster refund.
I appreciate your cooperation.
Kind regards,
[[seller_first_name]]
17. Return request -damaged item (our fault) – Label attached:
Hello [[buyer_first_name]],
Thank you for your purchase. I am very sorry to hear about your disappointment and I sincerely apologize for the item being damaged. Please find attached the prepaid shipping label for this item’s return. Please attach it to your package and ship it back for a full refund. Please hold on to your tracking number and inform me once shipped.
Thank you for your cooperation.
Kind regards,
[[seller_first_name]].
18. Buyer is asking to return the item, but the return window expired
Hello [[buyer_first_name]],
I am truly sorry you are not happy with the item you have received.
Unfortunately, the return window for this item has already expired and I can’t receive this item due to my supplier’s policy. Please note my return policy specifies 30 days exactly for that reason.
I am sorry I couldn’t assist you this time with this matter. However, I am able to offer you a 10% for your next purchase on my store. Please inform me once you place a new order and I will issue the refund of 10%.
Thank you for your kind understanding.
Kind regards,
[[seller_first_name]]
19. Buyer is claiming to ship the item back and we need the tracking number for the return and in order to refund him:
Hello [[buyer_first_name]], Thank you for shipping this back. I appreciate your cooperation. For me to locate your returned item in my warehouse and refund you asap, can you please provide me the tracking number for your package? I will look forward to hearing back from you.
Kind regards, [[seller_first_name]]
20. UPS Pick Up schedule
Hello [[buyer_first_name]],
Thank you for your cooperation.
As discussed previously, I’ve scheduled a UPS pickup for your return.
Please note: If you contact UPS directly to schedule a pickup, UPS may charge you for the service.
Please securely pack the item, preferably in its original packaging. Within the next 2-5 business days a UPS driver will attempt to pick up your item, bringing a prepaid label for your package.
If you believe you won’t be at the pickup location during this range of dates, put the package outside your door with a note with the writing: “UPS.”
Thank you for your cooperation.
Kind regards,
[[seller_first_name]]
Item Delivery
21. Buyer is asking “When will my order ship?
Hello [[buyer_first_name]],
Thank you for your purchase, I value your business. Your order is being prepared for shipment and should arrive between (DATE- RANGE), tracking number will be updated in your order as soon as it is shipped.
Please trust I am doing everything I can to deliver this to you as soon as possible.
Regards,
[[seller_first_name]]
22. Delay but item is on the way, still no tracking:
Hello [[buyer_first_name]], and thank you for your purchase.
I am terribly sorry to hear about this delay; however, I have checked the status of shipping your package with the carrier,, and it should arrive very soon. Please wait for the tracking number to update your order. I appreciate your patience and understanding,
Kind regards,
[[seller_first_name]]
23. Item lost/damaged in transit, asking the buyer if he wants to ship another:
Hello ([[buyer_first_name]] and thank you for your purchase.
I’m very sorry,, but your item seems to have been lost during transit.
Would you like me to check my stock for a new one? Please let me know, and if I do not have it in stock by this time, I will refund you right away.
My apologies again for this inconvenience,
Kind regards,
[[seller_first_name]]
24. Item is lost/damaged in transit, refunding
Hello [[buyer_first_name]], and thank you for your purchase.
I’m very sorry, but your item seems to have been lost during transit. Please allow me one day to issue a full refund.
My sincere apologies again for this inconvenience,
Kind regards,
[[seller_first_name]]
25. Item is lost/damaged in transit, refunding but asking the buyer to open a request through eBay
Hello [[buyer_first_name]], and thank you for your purchase.
I’m very sorry; your item seems to have gotten lost during transit.
For me to refund you fully, please open a request through eBay (of “item not received”), and I will do it through the request.
Thank you for your cooperation.
Kind regards,
[[seller_first_name]]
26. GSP (Global Shipping Program) order – item arrived at eBay’s warehouse, but not to the buyer.
Hello [[buyer_first_name]], and thank you for your purchase.
I am terribly sorry to hear that you have not received your item yet.
Please understand, as this is an order made through eBay’s Global Shipping Program, it is eBay’s responsibility to deliver this to you when the item reaches their warehouse, and the tracking number shows it has. Therefore, I would suggest contacting eBay about this issue and I trust they will do all they can to assist in locating your package.
Thank you for your cooperation.
Kind regards,
[[seller_first_name]]
27. Item is marked as delivered, the buyer is claiming not to have received it:
Hello [[buyer_first_name]],
I’m sorry to hear you weren’t able to locate your package.
According to [[shipping_carrier]] records, the package was delivered to your address on [[shipping_carrier]] via the tracking number [[tracking_number]].
Please note that sometimes carriers scan packages as “Delivered” when they are actually still on the way. In these cases, the packages are mostly delivered within the next few business days.
I’d like to ask you to wait for 2 more days in case the item still did not arrive. Also please ask about your package with other members of the house and neighbors. I trust this sounds like a fair solution to you?
Thank you for your patience and cooperation.
Kind regards,
[[seller_first_name]]
28. Item not received – waiting for a supplier reply/we need more time to figure things out:
Hello [[buyer_first_name]], and thank you for your purchase.
I am very sorry to hear you have not received your order yet. I will look into it with my supplier and the carrier asap and get back to you as soon as possible.
Please allow me 2 business days to do so.
Kind regards,
[[seller_first_name]]
Cancellations
29. Too late to cancel, the item is already on the way
Hello[[buyer_first_name]],
Thank you for your purchase, I value your business. Please understand, for me to provide the best service available for my buyers, all items are shipped very quickly, almost automatically. Therefore, sometimes it is too late to cancel the order once it has already entered the shipping process. I trust you know that if I could cancel it, I would.
However, if you do not wish to keep your item, you can either refuse its delivery or ask me for a shipping label once received.
I appreciate your understanding, thank you.
[[seller_first_name]]
30. Can’t execute the order – General Message
Dear [[buyer_first_name]],
Thank you for your purchase. Unfortunately, it seems this item cannot be shipped to your destination. This may be because:
- The address is incorrect or missing details.
- My supplier may be restricted from shipping to your country due to government import/export requirements.
- You are shipping to a U.S. freight forwarder, but your order contains restricted items from exportation. This may include riflescopes, gun parts and accessories, night vision equipment, and electronic components.
- My supplier may be restricted from shipping to your country or location due to manufacturer restrictions or warranty issues.
I am terribly sorry for this inconvenience, and I thank you for your understanding; you are now fully refunded.
Kind regards,
[[seller_first_name]]
31. Delay in shipping – order has not shipped yet- asking the buyer if he wants to cancel
Hello [[buyer_first_name]], and thank you for your purchase.
I am so sorry for the delay in shipping your item. Apparently, a few stock changes have made delivery longer than usual, and I deeply apologize for that.
I want you to know I am doing my best to make sure you receive the item very soon. However, I would still like to offer you the possibility to cancel your order and be refunded.
Please let me know how you’d like me to go about it?
Thank you for your understanding and cooperation.
Kind regards,
[[seller_first_name]]
32. Buyer is VERY upset for canceling his order (although we sent him an explanation), we offer 10% for his next purchase:
Hello [[buyer_first_name]],
I am sorry you feel this way, trust me I do understand your frustration, but I hope you know none of this was done on purpose and that these things may occasionally happen with online stores. However, as your satisfaction is my top priority, I would like to offer a 10% discount on your next purchase in my store. Please contact me after you place a new order and I will issue the refund.
Thank you for your understanding.
Kind regards,
[[seller_first_name]]
Pre-Sales
General
33. Buyer is asking about an Out of stock item:
Hello and thank you for your message.
I apologize. This item is temporarily out of stock. However, we do expect new stock to arrive very soon. You are welcome to keep “watching” this item to see when it is in stock again and order quickly to reserve yours!
Thank you for your interest.
Kind regards,
[[seller_first_name]]
34. Potential buyer is asking for a different item than the one we sell:
Hello,
Thank you for your interest. Unfortunately, I don’t have the item you are looking for now; I only have the item listed.
I’m sorry I couldn’t assist you more this time.
Please do not hesitate to contact me with further questions.
Kind regards,
[[seller_first_name]]
35. Potential Buyer is asking to lower the price:
Hello and thank you for your interest.
Please trust that the prices on my store are always the very best I can offer to my buyers. If I go any lower, I may lose money over this sale.
However, I want you to know I always do all I can to provide the best service to my buyers and ship all orders quickly. Thank you for your understanding!
Kind regards,
[[seller_first_name]]
36. Is the item new?
Hello and thank you for your question.
Yes, this product is brand-new, unused, and unopened. Please let me know if there is anything else I can assist you with.
Kind regards,
[[seller_first_name]]
37. Pre-sale – not having all details:
Hello and thank you for your message.
Please understand, as I am the third-party seller of this item, I don’t always have the item’s specifics. However, if this will not turn out to be to your exact satisfaction, I will be happy to assist in returning by providing a pre-paid label.
Thank you for your interest!
Kind regards,
[[seller_first_name]]
38. General questions about items – pre-sale – we have the answer
Hello and thank you for your question.
Please note, this item is (INFORMATION).
Thank you for your interest, for any other questions please do not hesitate to contact me again!
Kind regards,
[[seller_first_name]]
39. Who is the carrier?
Hello [[buyer_first_name]], and thank you for your question.
Please note, our Standard Domestic shipping may be delivered by the U.S. Postal Service, UPS, FedEx, or a local carrier in your area. If you select Two-Day or One-Day Shipping, your package may be delivered by UPS, FedEx, U.S Postal Service, OnTrac, A1 Courier Service, Ensenda, Prestige, or Lasership. These shipments may be delivered on weekdays or weekends, depending on the carrier.
Thank you for your interest in my store.
Kind regards,
[[seller_first_name]]
40. What is the expiration date?
Hello and thank you for your question.
Please understand, as this is sent out of my supplier’s warehouse, it is hard for me to know the expiration date on the exact one that will ship to you. However, I am able to say that most of my items do not expire before 6 months.
Thank you for your interest.
Kind regards,
[[seller_first_name]]
41. VERO message from a seller on eBay – our reply after removing the item
Hello and thank you for your message. I am truly sorry and I hope you know this was not done on purpose. I just work with multiple suppliers and sometimes it is hard to know these things in advance. Thank you for the heads up, I will go ahead and remove this item from my store.
Kind regards,
[[seller_first_name]]
42. Asking the buyer to revise negative feedback
Hello [[buyer_first_name]],
I am very sorry about what happened, and I’d appreciate it if you could give me one last chance to fix this.
Please understand, my husband and I work very hard to make our customers happy, as this is the business that enables us to support our children and family.
I know you may not be aware of it, but every negative feedback received greatly damages all that hard work and affects the store’s rating tremendously; this is why it hurt me deeply when I saw your feedback today.
Please let us work together to make this right. I can offer you compensation of $5 / PARTIAL REFUND OF xxxxx / 20% DISCOUNT FOR YOUR NEXT PURCHASE. If you could let us send you a feedback revision request to change your feedback to a positive one after your compensation is realized, I would not be able to thank you enough.
Again, I am very sorry, and I hope you will consider cooperating with me this last time.
Looking forward to your reply!
Kind regards,
[[seller_first_name]]
