在运输过程中,卖家有时可能会发现发错货或者漏发货的情况,此时应该主动道歉，请求客户的谅解，除了换货或者补货之外，还可以通过赠送小礼物、优惠券等方式安慰客户，提升客户的购物体验。以下是客户服务人员与客户沟通发错货或者漏发货问题的示例邮件。
Sample
Dear sir / madam,
We apologize for having sent you a wrong package, and promise immediately to make up for it.
Firstly, we will send you the right package as soon as possible. Secondly, we will send you an X X% off discount coupon, which you can use whenever you want in our store. Could you please help to send the wrong package back after receiving it? We are responsible for the shipping payment. What do you think of the solution? If there is anything we can do for you, do not hesitate to contact us. Please forgive us for the possible inconvenience. Your kind understanding will be greatly appreciated.
Best regards!
(Your name)
参考译文：
亲爱的先生/女士：
我们很抱歉给您寄错了包裹，在此向您承诺立即采取补救措施。
首先，我们将尽快为您发送正确的包裹。其次，我们将为您提供XX折的优惠券，您可以随时在本店使用。您收到我们寄错的包裹后、能帮我们寄回来吗？邮寄费用由我们负责。您觉得这个解决方案如何？如果有任何我们能为您做的事，请随时联系我们。对于可能给您带来的不便，恳请原谅。衷心感谢您的善解人意。
祝好！
(你的名字)
Sample
Dear sir / madam,
We apologize for having left out the item X X X, and promise to send it as soon as possible.
In order to make up for your inconvenience, we will send with the package a new product recently designed by us and good for your neck health. Please let us know before you submit a refund request. We can further discuss a satisfactory solution with you. If there is anything we can do for you, do not hesitate to contact us. Please forgive us for your inconvenience. Your kind understanding will be greatly appreciated.
Best regards!
(Your name)
参考译文：
亲爱的先生/女士：
我们很抱歉漏寄了XXX货物，在此向您承诺尽快补发。
为了弥补给您带来的不便,我们将随包裹赠送一个我们最近设计的有利于您颈部健康的新产品。在和我们沟通之前，请不要提交退款申请。我们可以和您进一步讨论令人满意的解决方案。如果有任何我们能为您做的事，请随时联系我们。对于给您带来的不便，恳请原谅。衷心感谢您的善解人意。
祝好！
(你的名字)
