跨境电商行业有一类常见的投诉是客户长时间未收到货。客服人员在发信之前，首先，从物流公司处了解该订单包裹的最新状态，核实客户投诉的情况。然后，针对客户提出未收至货的时间，进行有针对性的分类回复。一般来说，根据时间长短，我们可以分为 20~30天和30天以上两种情况。
(1)若客户表示 20~30天未收到货，那么客服人员可以在信中给客户解释国际物流的运输时间较长，希望他/她能耐心等待，并表示如果超过 30天未收到，可以给他/她重新发货或全额退款。
(2)若客户表示已经超过 30 天还没收到货，那么客服人员在信中表示可以给客户重新发货或全额退款，希望能取得客户的谅解。
具体可以参考下列范文。
范文——20~30 天未收到货的
Dear customer,
Thanks for your contacting. We're so sorry that you still haven't received your item.
We have checked our records and found that your item was shipped out on May 23rd. It should have reached you. But the shipping time is slow recently due to the strict customs inspection.
Anyway, we will contact our carrier about your case and then keep you posted.
Please accept our sincere apologies again for any inconvenience it may cause. We appreciate your understanding and patience.
范文——30天未收到货
Dear customer,
We're so sorry that you still haven't received your item. Please don't worry we have the 30 days money back guarantee.
Now we will consider this package as lost, just wonder if you want us to resend a new replacement for you ( We will reconfirm your address ) or just want your full money back.
Please accept our sincere apologies again for the inconvenience caused.
We will await your reply. Very appreciate your understanding and patience.
Kind regards.
