在交易过程中，客户提出取消订单的申请时，客服人员需及时与客户沟通取消订单的原因，注意避免出现成交不卖，根据具体情况选择同意取消订单或拒绝取消订单。因此，在这一过程中，客服人员与客户的沟通尤为重要。
范文
Dear Sir/Madam,
We receive an order cancellation request from you. We accept the cancellation, and please choose "I don't want the products" for canceling reason. If anything we can help you, please kindly let us know.
范文
Hi XXX,
We have accepted the cancellation. Just a reminder: normally you will receive the refund in 3-15 business days. By the way, could you please kindly help us to get a positive feedback at your convenience?
Thanks for your kindly cooperation and supports in advance.
Best regards!
然而，并不是所有提出取消订单的要求都可以同意。例如，卖家已经把货物寄出去了，这种情况下，客服人员需要跟客户解释不能取消订单的原因，并提出解决方案，希望能取得客户的谅解。
范文
Dear XXX,
We received your order change request but we are sorry to inform you that it is too late to change, because we already have arranged the shipment for you.
Please kindly check whether you can use the item at your end. If really not, please submit “Return & Refund”request so that we can return the money back to you provided the goods are intact.
Best regards!
范文
Dear XXX,
Thanks for your order. However, the product you selected has been out of stock. Would you consider whether the following similar ones are also ok for you?
http://www.XXXXXXXXXXX.com
http://www.XXXXXXXXXXX.com
If you don't need any other item, please apply for “cancel the order”. And please choose the reason of“Buyer Ordered Wrong Product”, In such case, your payment will be returned in 7 business days.
Sorry for the trouble and thanks so much for your understanding.
