四、售后场景（投诉/索赔/跟进）
1. 客户投诉产品质量问题（响应与解决方案）
Subject: Re: Feedback on Order No. 【Order Number】 - Quality Issue
Dear 【Client Name】,
Thank you for bringing this quality issue to our attention. We are very sorry for the inconvenience caused to you and take this matter very seriously.
To better solve the problem, could you please provide the following information: 1) Photos/videos of the defective products; 2) Specific quantity of defective products; 3) Detailed description of the issue.
After receiving your information, we will immediately conduct an internal investigation. Based on the investigation results, we propose the following solutions for your choice:
1. Arrange a free replacement shipment for the defective products, and bear all the shipping costs (expedited shipping, 5-day delivery);
2. Provide a 【X】% refund for the defective products, and send you a free accessory kit for your next order;
3. Full refund for the defective products, and you can keep the products.
In addition, to prevent similar issues from happening again, we will add an extra quality check step for all future orders to your region. We will assign a dedicated engineer to follow up on this matter and keep you updated on the progress within 24 hours.
Please let us know your preferred solution. We will do our best to resolve this matter to your satisfaction.
Best regards,
【Your Name】
2. 订单发货后跟进（含物流与售后承诺）
Subject: Shipment Notification for Order No. 【Order Number】
Dear 【Client Name】,
We are pleased to inform you that your order (No. 【Order Number】) has been shipped today via 【DHL/FedEx/Ocean Freight】. The tracking number is 【Tracking Number】, and you can check the shipping status through the official website: 【Tracking Website】.
Expected delivery time: 【X】 working days (ETA: 【Date】).
Attached are the shipping documents (Bill of Lading, Commercial Invoice, Packing List) for your reference. Please prepare the customs clearance materials in advance.
If you have any questions about the shipment or need any help during customs clearance, please feel free to contact us. After you receive the goods, please check the quantity and quality in time. If there is any problem, please inform us within 3 working days, and we will provide a satisfactory solution immediately.
Thank you for your trust and cooperation. We look forward to serving you again in the future.
Best regards,
【Your Name】