以下是客户服人员与客户沟通改变快递方式或者拆分订单的示例邮件。
Sample
Dear sir / madam,
We are afraid that the order you placed today might not enjoy our free-shipping service, because it weighs X X kg in total, heavier than the required 2 kg. So sorry for the problem.
But we have worked out two possible solutions to the problem. If you still want the free-shipping service, you can re-select all the items, add them to the cart, and then place several orders, instead of one. Make sure that the weight of each order, including the package, is not more than 2 kg. If you do not want to place several orders, we would like to introduce the X X X shipping service, which is available to your current order, low-priced and fast.
Please let us know your final decision. It will be greatly appreciated if you could understand us.Thank you.
Best regards!
(Your name)
参考译文：
亲爱的先生/女士：
您今天所下的订单恐怕无法享受我们的免邮服务，因为它的总重量是XX kg，超过了规定的 2kg。对此我们深感抱歉。
但我们已经设计出两个可行的解决方案。如果您仍然想享受免邮服务，可以重新选择货物，添加到购物车，然后分几个订单下单，不要只下一个订单，确保每个订单(包括包装)的重量不超过2kg。如果您不想下几个订单，我们想向您推荐XXX运输服务，这项服务适合您目前所下的订樨抚兜，而且价格低廉，速度快。
请您将最后的决定告诉我们。如果能得到您的理解，我们将万分感激。谢谢您的惠顾。
祝好！
(你的名字)
