由于跨境物流时间长、运输路途遥远，货物很容易在运输过程中受潮、霉变、污损、锈蚀等，或在货物装卸过程中，因野蛮搬运或其他因素而导致货物残损，使客户在签收货物后发起投诉。遇到这种情况，如果不是公司货物包装造成的，客服人员应首先给子诚垫的歉意，接着用礼貌的语言给客户解释货物破损是物流运输造成的，然后表示可以给出一定金额作为弥补客户的损失，请求客户谅解并取消纠纷申请。具体可以参考下列范文。
范文
Hi XXX,
I am so sorry for the goods damaged during delivery. Our products are in high quality and strict inspection before shipping. However, the goods in transportation is really out of control.
We will pay more attention to transportation and packing.
As a gesture of goodwill, we give you a refund $ 5 as a compensation.
Hope you cancel the dispute. Because it's affecting so badly to my store.
Thanks for your kind understanding.
Have a nice day.
范文
Dear XXX,
Due to circumstances beyond our control, we feel deeply sorry that the goods was damaged by rough handling. We will forward this serious issue to the courier and will urge them to improve the rough handling problem. However, it would be difficult for us to accept your request of a full refund, as obviously it's the carrier's fault.
But since you are our esteemed customer, we will give you $ 5 to make up some of your loses.
We sincerely hope you will understand that both of us are the victims from this delivery problem.
Please cancel the dispute. as it's hurting badly to our store. Thank you for your kind understanding.
Best wishes.
范文
Dear XXX,
We are very sorry for the damage of the goods. We have carefully inspected the goods and packaged them with strong materials before shipment. Would you please close the dispute if we resend the goods to you with a much more secured wrapping? Please reply to us ASAP.
We would love to solve this problem at your best interest.
Thank you so much. Looking forward to your earliest reply.
Have a good day.
如果发现货物的破损是因卖家在包装时没有使用牢固的材料包装而造成的，那么，卖家需要接受客户提出的退款要求，并给予赔偿。具体可以参考下列范文。
Dear XXX,
We are so sorry for the inconvenience caused.
We will agree your claim and give you money back.
I hope you could do me a favour to drop the dispute. It is very important to us. We strive to give you the best products and excellent customer service.
Please kindly understand the transport is out of our control.
Thank you very much in advance.
Best regards.
