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与处理商品质量问题一样，客服人员收到客户投诉后，第一步，应向客户索取相关商品短装证明；第二步，如果确定是商品数量少了，向户道歉并提供解决方案，抚平客户心中的不满。具体可以参考下列范文。

范文

Dear valued customer,

If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send them to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your solution.

Thank you for your time.

范文

Dear XXX,

We are sorry to hear that. Our warehouse inspector must have neglected it. The short-shipped goods will be forwarded to you shortly. Could you please kindly cancel the dispute? As it will cause huge negative effects to our business. Thank you so much for your kindness.

Best regards.

下面列出了一些常用短语和句型。

We are sorry to我们很抱歉

Much to our regret, we 我们很遗憾

We are writing to apologize 我们写信的目的是向您道歉

We are indeed very sorry about 我们十分抱歉

We feel awfully sorry about 我们感到十分抱歉

We would like to give you our sincere apology for 对于......我们向您真诚道歉