客户反映没有收到货物，一般分为以下几种情况:包裹派送出错、包裹丢失、海关扣押包裹等。客服人员对于此类反馈，一定要先稳定客户的情绪，告诉客户有问题可以联系自己，建议他们不要因此而引发纠纷，因为这样会影响店铺的总评分。然后，客服人员根据具体情况给出解决问题的方案。
如果客户没收到货物，但包裹状态显示已妥投，客服人员可以建议客户凭快递单号到当地邮局或物流公司了解具体情况。若是海关扣关，客服人员应先了解海关扣押的原因，如果不是卖家漏发一些清关文件，而是需要客户缴纳一定税款，客服人员应在邮件里陈述清楚。具体可以参考下面范文。
范文一一客户没收到包裹，但物流信息显示已经送达
Dear XXX,
Your goods have arrived in your country and was signed. If you haven't received it, please contact the local post office with the tracking number. Thank you for your understanding.
范文一一包裹离开中国，客户说没收到货
Dear friend,
We sincerely regret that you've yet received your shipment. As per the tracking information, your item is on the way to your country, which was left China on X X XX 2019.
Tracking No: XXXXXXX
Status: XXXXXXX
Shipped Date: XXXXXXX
Could you please kindly wait some more days? Standard shipping time is approximately 7-15 business days. We will help you trace your shipment at our end and keep you informed the updates.
Your satisfaction is our utmost priority. Please contact us if you have any concerns.
We apologize for the inconvenience. Your understanding is greatly appreciated.
Best regards!
范文一一包裹到达分拣中心，客户说没收到货
Dear friend,
We are sorry to learn that your parcel is not yet arrived. Based on the tracking information, your item is already at the USPS Facility. Here is screenshot of the tracking information from the logistics company for your reference.
2019-06-04 20:47 CHICAGO,IL 60701,Arrived at USPS Facility
2019-06-03 17:22 ISC CHICAGOIL(USPS), Processed Through Sort Facility
2019-06-02 13:02 Origin Post is Preparing Shipment
Could you please kindly wait for a couple of days? If it still does not reach you, we will send you a new one or issue the full refund for you.
Your satisfaction is our utmost priority. Please contact us if you have any concerns.
We apologize for the inconvenience. Your understanding is greatly appreciated.
Best regards!
范文一一海关扣关
Dear valued customer,
Your order number: XXX, has arrived and is being held by Customs, which needs your clearance. Therefore, would you please do it? Please note that there might be VAT (value added tax) that you might have to pay.
If you have any questions, please feel free to contact us directly and we will be glad to assist you.
Thank you.
范文一一丢件
Dear valued customer,
Your item(s) has/have been shipped on 10 January,2019, however, the shipping carrier has lost the package. At this point we would like to offer you two options. We can either resend you the item or provide you with a full refund. Please let us know which you prefer.
We are sorry for any inconvenience this may have caused.
Thank you.
范文一一货物妥投，但是妥投的具体地址和签收人不一致，请客户再次核实
Dear valued customer,
Your package was delivered to the address that you have provided. Here is the shipping receipt (Please see the attachment). Please check your local post office, or contact any family member or neighbor who might have signed for your package.
If you have not yet received your package, please feel free to contact us directly. Thank you.
