1. 第一封郵件：問用戶第一個問題，請用戶提供訂單信息，讓我們可以確定用戶是從我們網站訂購的產品。

模板：

Hi, 用戶姓名.

Thanks for contacting us.

We are so sorry about your experience. We need to ask some questions? ? to complete the refund process.

Question 1: Please provide your order number, or name, or email. So we? ? can check your order, and make sure you have purchased from our?website.

xxxx Team? ?

2. 第二封郵件：問第二個問題，需要用戶確定已經收到貨品了。這問題是用來搜集證據以防用戶chargeback。

模板：

Hi, 用戶姓名.?

Thanks for contacting us.

We have checked your order: you have purchased a (product name) on (time).

We need to continue to ask some questions to complete the refund process.

Question 2: Did you receive your order in (2019-12-16 15:22 具體送達時間)?

xxxx Team? ?

3. 第三封郵件：挖坑的問題來了，讓用確認使用過程中沒有損壞。如果用戶說沒有損壞，那么就跳進坑了，我們的用戶《退貨政策》要求產品未經使用，所以不能退哦。如需獲得《退貨政策》模板，請點擊下方“閱讀原文”。

模板：

Hi, 用戶姓名.?

Thanks for replying us of the 2 questions.

Question 3, during the usage of our product, do you have some man-made damage??

xxxx Team? ?

4. 第四封郵件：如果用戶完美的避開了第三個問題，說沒有使用過，那么需要用戶提供產品的視頻或者圖片。這里又一個小坑，如果用戶拆開了包裝，也不符合我們的《退貨政策》。如需獲得《退貨政策》模板，請點擊下方“閱讀原文”。

模板：

Hi, 用戶姓名.

Thanks for replying.

We have known your situation. Please provide the picture or video of the product you receive. Video will be better.

xxxx Team? ?

5. 第五封郵件：如果用戶到這一步仍然堅持退款，我們就只有先緩一下，拖延一下時間。

模板：

Hi, 用戶姓名.?

We have sent your questions to our after-sales service team to process. We will send you email when we have a result.

xxxx Team? ?

Hi,?用戶姓名.?

We are very sorry that you want to return the product. According to our refund policy (附加退貨政策鏈接), You have the right to return.?

Meanwhile,?due to the expensive returning shipping fee you need to pay, we have two solutions for you. If you decide, please let me know.?

1) We can provide you with 10% compensation. And you don't need to send your product back.

2) If you want to return, please send your order back to the address below and let me know your track number:?

退貨地址

Looking forward to your reply.

xxxx Team? ?