lyq话术

不同话术整理（非规律）

1.客户之前想退款后面显示已签收：

Hello xxx,
Thanks for your message.
I have just looked your order xxx, and it shows xxx。
物流截图
May I know have you received the items?
If you received the items and would like to refund, please kindly help us return the items to us, we could supply you a free return label for you and then proceed the refund to you, thanks for your understanding and cooperation.
(PS: a free return label is that you just print it out and attach that on the package, then put the package in your near USPS facility and don't need to write shipping address, the officer there will arrange the return)

Any other questions, please feel free to contact us.
Waiting for your reply.
Best wishes

2.客户确认诚信证明后的退款话术：

Hello,
Thanks for your message.
If you can agree the statements we sent you before, as you are our valued customer, in order to save your precious time, here we can supply you refund first on our system for you.
For refund, you have 2 options:

1. Refund to SHEIN wallet – refunding time will take 24 hours and then you can use the balance to purchase other items from our website.
2. Refund to original payment method – refunding time will take 2-6 business days for card.

May I know which way do you prefer? Waiting for your kind reply and we will reply you within 24 hours once hearing from you.
Sincerely,
ROMWE Customer Service

3.退款金额不符：

Thanks for contacting us.
I have checked your order xxx that the refund for xxx is $xxx.
You paid for the xxx is xxx and finally got the refund is xxx is because xxx.
Here are details of your refund and return:
截图
Hope these information could help you and thanks for your understanding.
Any other questions later, please feel free to contact us, ROMWE service center would love to assist with.
Best wishes

4.获得评价

Take care & Good bless  
If there is no other issue here, I will mark this ticket as solved and you can reopen it later if you want.
PS May you spare a little time to rate my service in this ticket? Your valued review is of great significance for me. Thank you so much.
We'd love to hear what you think of our customer service to help us to serve you better.

5.要求客户等待几天漏发工单结果：

Hello,
Sorry for the long waiting. according to the shipping information, the package is delivered.
Please kindly search around your house and ask your neighbors to check if they have received your package.
You can also contact the shipping carrier 076-8871217 for more details about the delivery place.
We have contacted the shipping company to look for the package for you . How about waiting about 5 days for the outcome? Thank you for your cooperation and understanding.
We will make a full refund to you immediately if we confirm that the package is lost.
Thanks a lot for your kind understanding and patience with us!

6.系统里找不到这个订单：

Hello xxx,
Thanks for contacting us, we would love to assist with you until the issue is solved.
I just checked the order No GRWMYR00RF000BDW and it shows no record on our website, could you kindly please confirm this order number is the one you returned to us? 
If possible, please kindly supply us the email account when you ordered then we can check the order.
Or is there any return record like return label or waybill that shows you have returned the item to us? Then we can check the issue with you.
Thanks for your understanding and cooperation in advance.
Waiting for your reply.

7.没有收到订单确认邮件，如何知道订单状况

Hello xxx,
Thanks for contacting us.
Usually, our system will send a confirmation email to your email box where you logged in our website, please kindly check the which email address is the one you logged in our website.
If the page is blank, it may be caused by a system browser or network failure.
I checked your order xxx which shows your order has been successfully placed and now your item is being prepared, once your package is accepted by the shipping company, there will be an update of logistic, you can track the logistic status by "My orders">"Track".


Any other questions later, please feel free to contact us.

Best wishes

8.地址错误未妥投退回需要换货：

Hello,
Thanks for your message.
I have arranged the reshipment for you.
Once there is an update of logistic status, we will notify you by email.
Any questions later, please feel free to contact us, we will reply you within 48 hours.
Thanks for your understanding and support for SHEIN
Hope you have a nice day.

PS May you spare a little time to rate my service in this ticket? Your valued review is of great significance for me. Thank you so much.
{{dc.satisfactionrate}} 
Due to the increases in customer inquiries, we may not be able to respond for the first time but we will reply to you within 24 hours. Thank you for the understanding. Luris Sincerely ROMWE Customer Service

9.结尾回复客户的感谢：

Hello xxx,
Thanks for your message.
It's our pleasure to serve you.
Looking forward to your next shopping experience.

Sincerely
ROMWE service center

10.让客户自己联系物流商同时提供诚信证明给我们：

Hello‍，
Thank you for contacting us.
May I confirm you contacted USPS officers or not yet?
To avoid that your parcel is stolen, USPS officers may put your parcel in a hidden place.
May you call them to confirm the place that they put your parcel firstly?


Anyway I have submitted your question to our logistics team.
They will help you track your package as soon as possible. In order to process your question faster, please read the following statement carefully and reply to confirm that you agree to all statements.
-I can confirm that I have verified with my family and neighbors that no one has received my package.
-I have thoroughly inspected the surrounding area, but I still have not found the package.
-If you receive the package, you will contact ROMWE in time.
-I agree to cooperate with the police when investigating lost items.
-I confirm that this statement is true and accurate in all respects. It is also known that making false statements can lead to prosecution.
If you reply to this email and agree to the 5 points above, we will deal with your question as soon as possible.
If it is finally confirmed that your package is lost, our logistics department will ask the local carrier for compensation.
Please note that your name and waybill number will be shared with the carrier for investigation.

Kindly remind you that frequent similar issues will influence your credit on our website.
Sincerely,
ROMWE Customer Service
Hello,

Thank you for contacting ROMWE customer service.
If you found the address you left on our website is incorrect, since it has been delivered and in your local place FLORIDA, could you please kindly contact USPS 8002758777 with your tracking number 9405510205958264518230 to confirm that whether you can still pick up your package?
If you couldn't get any help from USPS, please come back us for further solution.

Waiting for your reply.

Upon 

11.客户想要将已退到原支付路径的款项退至钱包：

Hello,
Thanks for contacting us.
I checked the order under your email address xxx and checked your order xxx.
We have refunded the amount of your returned items to your original payment method, here is the details:
截图

Also you can confirm this status with the bank with transaction number xxx.
Since the money has been refunded to your original payment account, we apologize that we can no longer operate the refund to your credit. 
Please kindly understand.

Any other questions later, please feel free to contact us.
Best wishes
ROMWE SERVICE CENTER
学生优惠券

学生邮箱示例
ba15-0138@unphu.edu.do；
mackenzieharford03@mcusd2.com；
46666@student.trschools.com 

1.未提供任何信息
May you tell us your school email or school name via this ticket?
Then I can check the issue and offer you fine solutions asap.
2.提供学生邮箱和校名
I already asked my colleague to add and to our system successfully.
Normally you can verify your identity with your info，please have a try later. 
If still not work, please come back to us for further solutions.
3.完成验证收不到确认邮件
To save your time, I already asked my colleagues to make a student coupon for you directly.
Here is the coupon code RSTUR20US15. 
You can enjoy the student discount under this account xxx , please have a check later. 
Wish the info could help you. 
4.周末相关客询
I already asked my colleagues to fix the issue for you but they don't work at weekends.
Would you mind waiting a few more days?
If you are still unable to verify it on Monday, please come back to us for further solutions.
Is it Okay for you?
Waiting for your reply. 

12.客户完成付款不小心按了删除订单：

Hello xxx,
Thanks for your message.
If you accidently delete the order in ROMWE center, please don't worry, since you have made the payment, our system won't delete your order.
The current status of your order is now in normal transit.
If you really want to return the items after you receive them, we will send you a free return label and process the refund once you have returned the items to us, thanks for your understanding and cooperation in advance.

Best wishes
ROMWE SERVICE CENTER

Wish you a lovely day!

13.客户想做批发(提供链接)：

Hello,
Thank you for your visit. For specific cooperation matters, please contact the following email: wholesale@emmacloth.com.
If necessary, our colleagues will contact you within 24 hours. Looking forward to our cooperation, I wish you a good day!
Best wishes
ROMWE Customer Service

14.商品尺码推荐：

Hello,
Thank you for your visit. 
The sizes of our products are all standard. Each product has its own size chart, and all products are produced according to their size.
Please measure your figure carefully and choose a suitable size according to the size chart in the product description you are viewing.
The following link will show you how to measure correctly: (Provided according to the market)
Hope these information could help you.
Best wishes
ROMWE SERVICE CENTER

15.红人合作：

Hello,
Thank you for reaching out. 
Pls feel free to contact KOLcare02@romwe.com  with your social media account nickname and link.
The corresponding will handle it within 48 hours.
Hope to cooperate with you!
Wish you a good day!
ROMWE SERVICE CENTER

16.询问商品链接或SKU：

Hello,
Thank you for your visit. 
Due to the large number of products on the website, we need to contact a colleague to help you find it.
We will contact you as soon as we have feedback.
Hope you have a nice day.
Best wishes
ROMWE SERVICE CENTER

17.想要电话客服：

Hello,
Thank you for your visit. I’m sorry that we only support Ticket and chat for more contact. If you have any questions, you can tell us directly. Can I help you?
    
Best wishes
ROMWE SERVICE CENTER

18.切换币种下单：

Hello,
Thank you for your visit. 
May I know you want to place an order on the *** site? 
I'm sorry that the supported currency of this site is ***. If you can only place an order in US dollars, we recommend that you place an order on the *** site. The website address is as following: ***
Hope this could help you.

Best wishes
ROMWE SERVICE CENTER

19.登错账户：

第一步：
Hello,
Thank you for your visit. Is the account you logged in as ***?
Waiting for your reply.

Best wishes
ROMWE SERVICE CENTER
第二步：
Hello,
Thank you for your visit, and apologize for the inconvenience.
After our inquiry, your account is normal. It may be caused by the network/browser.
Can you log in again and try? (Please log in with another browser/clear the history and cookies and try to log in again)
Hope this could help you.

Best wishes
ROMWE SERVICE CENTER

20.下单币种与钱包余额币种不一致无法显示钱包余额：

Hello,
Thank you for your visit. 
After checking the currency of your wallet balance is ***, the currency of the order you want to place is ***, so the wallet balance is not displayed when you place the order.
Hope this could help you.

Best wishes
ROMWE SERVICE CENTER

21.优惠券无法使用；

Hello，
Thank you for your reply. 
After confirming that your coupon has the following conditions of use: ***, it can be used only if this condition is met, we recommend you ****
Hope this could help you.

Best wishes
ROMWE SERVICE CENTER

22.删除支付相关记录：

Hello,
Thank you for your visit. 
In order to protect the privacy and safety of customers, our website does not save customer payment information. If you bind payment card information on the website, you can open the User center-My payment option to delete you binding record.

Hope this could help you.

Best wishes
ROMWE SERVICE CENTER

23.钱包余额提现：

Hello,
Thank you for visiting, your wallet balance is **, you need to provide your account, we will help you withdrawn, can you send us the following account information?
截图
Waiting for your reply.

Best wishes
ROMWE SERVICE CENTER

24.需要客户提供订单号查询具体信息：

Hello xxx,
Thanks for your message. We would love to assist with until the issue is solved.
In order for checking your order status and supply you a fine solution, could you please supply us the Order No as below?



Thanks for your understanding and cooperation in advance.
Waiting for your reply.
Best wishes
ROMWE SERVICE CENTER

25.PayPal渠道受理付款中，客户想要我们取消订单：

Hello xxx,

Thanks for your message. We would love to assist with you until the issue is solved.
It's a pity that our items couldn't meet your request.
For cancelling the order, since your payment is still being processed by the Paypal, please see below payment details:
平台付款信息截图
Here is the tracking link for your payment.
We apologize that we couldn't cancel your order at our end because we haven't received your payment, please kindly contact the Paypal for cancelling the order.
Thanks for your understanding and cooperation in advance.

Best wishes
ROMWE SERVICE CENTER

26.超时未支付取消：

Hello,
Thanks for your contacting, we would love to assist with you until the issue is solved.
I just looked up your order xxx which has been cancelled because you haven't made the payment within the time limit 12 hours, once it's beyond 12 hours without payment, our system will cancel the order automatically.
Anyway, you can click "My orders"> "Repurchase" to re-order the items.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 48 hrs - I'll be happy to help.
Sincerely
ROMWE SERVICE CENTER

27.客户自己忘记注册过账号：

Hello xxx,
Thanks for your contacting, we would love to assist with you until the issue is solved.
Just want you to know is that if you don't have a ROMWE account, there is no way to order items on our website.
So is it possible that you forgot that you have created a ROMWE account already?
If possible, could you kindly supply us your telephone number or shipping address so that we can locate your order and give you a fine solution?
Thanks for your cooperation in advance.

Best wishes
ROMWE SERVICE CENTER

28.未妥投退回需要换货：

Hello xxx,
Thanks for your message.
I have modified your address to the correct one you supplied and arrange the reshipment for you.
新地址截图
It may need 6-10 days to re-prepare the items exchanged, please kindly wait for a few days.
Once there is an update of logistic status, we will contact you by email.
Any questions later, please feel free to contact us.
Thanks for your understanding and support for ROMWE.

Best wishes
ROMWE SERVICE CENTER

29.地址修改：

The shipping address can be modified prior to the shipment and please inform us the full and correct address as the form below:
*Name:
*Country:
*State/Province:
*City:
*Address:
*Post/Zip Code:
Telephone:
Your early reply will be highly appreciated.
30.6.5号到7.28号的系统异常导致客户看到RL费用为0：
I checked that you used our prepaid return label so the return label fee $5.99 was deducted from your refund amount. 
But due to a system bug before, when you applied the return label before, the return label fee was not listed.
This system bug was fixed now. 
Anyway, I applied a privilege that I can refund you the label fee $5.99 as a compensation. Is it Okay for you? 
About the refund, do you prefer a refund back to your ROMWE wallet or your original account?

31.合并TK

Hi there,

Thank you for contacting SHEIN customer service.

We found that you submitted multiple tickets with the same content in ticket . In order to help you solve the problem more efficiently, we have merged all duplicate tickets into this ticket #xxx. Please check it carefully.

地址不全未妥投退回：
Hello Dwayne Washington,
Thanks for your contacting. We apologize for the inconvenience here and would love to assist you on the issue.
We actually understand your anxiety and checked the logistic status of your order GRWM8S003000TWC, and which indicates that your order was returned to sender on xxx.
退回物流截图
We feel regretful that due to insufficient address your items couldn't arrive you as expected, but no worries, the shipping address can be modified prior to the shipment and please inform us the full and correct address as the form below:
*Name:
*Country:
*State/Province:
*City:
*Address:
*Post/Zip Code:
Telephone:
Your early reply will be highly appreciated.
Thanks for your cooperation in advance.

Hope you have a nice day!
ROMWE Customer Service

32.解释是因为包裹卡海关物流无更新

Helloxxx,
Thank you for your continued patience, we apologize for any inconvenience may caused  here.
I checked your order xxx, for there is no update, which is due to the custom inspection, now the items are stuck in custom, please kindly wait a week for the update, we will also try our best to faster this process.
If there is still no update after one week, please kindly contact us for further solution.
Thanks for your cooperation in advance.

Best wishes, have a great day! 
ROMWE Customer Service

33.让客户等待查件结果：

Hello
Thank you for your timely message.
We will report the issue and confirm the parcel status with your local DHL officers.
Would you mind waiting about 7 days?
Please come back to us for further solutions on May.23.
I will also try my best to urge the process for you.
Is it acceptable for you?
We will reply you and anyway we will help on the issue until it is well solved.
ROMWE Customer Service

34.邀评结束语：

If there is no order  application issue here, I will mark this ticket as solved and you can reopen it later if you want.
PS May you spare a little time to rate my service in this ticket? Your valued review is of great significance for me. Thank you so much.

35.更改PayPal上提供的地址？

Hello‍ xxx，
Thank you for contacting us.
Kindly remind that we only ship the parcel to the shipping address you left on our website, 
Paypal are not the merchant and isn't responsible for the delivery. 
The shipping address Paypal officers requested is for an additional layer of fraud protection not for delivery.

About the detail Paypal shipping address info, please refer the attached picture. 

About your order, I checked for you that your parcel was already shipped out so the address is unable to be changed on our end.
We will keep on improving ourselves in future. Thank you for your understanding.
But if the address is wrong, your parcel will not be delivered successfully and will also be returned to us. Then we will give you a refund.
Thanks for your understanding.
Or you can contact your local post office whose phone No is 800-275-8777 with the tracking No xxx to modify the shipping address or pick up your parcel when your parcel arrives in your city.
Is it Okay for you?

PS We didn't mean to cause any inconvenience to you.
But modifying a shipped order is totally out of our reach. But we will keep on improving ourselves in future.
Thanks for your understanding and cooperation.
Waiting for your reply.

36.反馈不错邀评

Hello,
Thanks for your message. You are welcome.
If there is no order application issue here, I will mark this ticket as solved and you can reopen it later if you want.

PS May you spare a little time to rate my service with some words in this ticket? Your valued review is of great significance for me. Thank you so much.
{{dc.satisfactionrate}} 

Best wishes
ROMWE Customer Service

37.未收到确认邮件：

Hello,
Thanks for your contacting.
I checked the account under your order xxx, which is xxx.
The account you logged in ROMWE to place order is where you receive the confirmation email.
Please kindly check the inbox of email address xxx for the confirmation.
Hope this could help you.

Best wishes
ROMWE Customer Service

38.RL退货：

Hello‍
Thank you for contacting us.
Do you mean you want to return xxxxxxxxx? 
We have sent you a 5.99USD return label for the package, please check it in your email later (special attention to spam box).
I also attached the return label below.
You can also download it via this link xxx.
Kindly inform us here when you have done the return via USPS, I will check for you then refund in a quicker way.
Hope this can help you, have a great day!

ROMWE Customer Service


Hello‍

Thank you for contacting us.
We have sent you a GBP 2.5 return label for the package, please check it in your email later (special attention to spam box).
I also attached the return label below.
You can also download it via this link xxx. 
Please follow this guidelines to help you to complete your return.
1.Just put all the items to be returned back into the original packaging and tape that new label on the outside with clear tape. If you do not have the original packaging, then any plastic packaging would work fine.
2.Please be sure to remove the old shipping label, or cover it up entirely with the new one. Then, you can send it to Royal Mail.
Note : Each return label may only be used once.

Once the return item will be received and done in scanning process in our warehouse we will send you an email for notification and process the refund for the return item.
For refund of the returned items,  may I know if you prefer a refund to your SHEIN wallet(24 hours) or your original account?(1-5 working days)

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.


风控拦截回复：
Hello,
Thanks for contacting us. We would love to assist with you until the issue is solved.
We apologize to bring you such inconvenience and really understand your situation, 
Since the system has detected an abnormal purchase behavior. In order to protect the account security, we need the account identification so that you can place the order successfully.
Please kindly provide a valid ID photo and payment bank card photo (last 4 digits card number & signature on the card) for verification, please see attached pictures for reference.
Once confirmed your account, you can place the order successfully, thanks for your cooperation in advance.
Hope this could help you and waiting for your reply.

Best wishes
ROMWE Customer Service

39.确认需要退还的商品

Hello,
This is Customer service from ROMWE.COM, this email is in regards to follow up with your concern in Live chat about your Return items. Hope this would be helpful and do not disturb you.

We would like to confirm if this are the items you want to return together in one package using one return label. Please refer in the picture for your reference.

需退回的产品截图

If this are all the items you want to return together in one package using one return label:
Please see the attach photo for the return label that you will use to return those items and kindly put a note  this authorization number or return ID xxx/xxx/xxx in your return package.

Please follow this guidelines to help you to complete your return.
1.Just put all the items to be returned back into the original packaging and tape that new label on the outside with clear tape. If you do not have the original packaging, then any plastic packaging would work fine.
2.Please be sure to remove the old shipping label, or cover it up entirely with the new one. Then, you can send it to USPS.
Note : Each return label may only be used once.
here is also the link of your return label: xxx

Once the return item will be received and done in scanning process in our warehouse we will send you an email for notification and process the refund for the return item.

Waiting for your reply!
Have a great day!

Best Regards,
Customer Service

40.用同一个包裹退回不同订单的商品无备注导致部分订单未及时退款：

Hello,
Thanks for your message.
We apologize to bring you any inconvenience here, because there is no remark on our system that shows the logistics status of your returned item from the order xxx， our system doesn't refund you for it as your another order at the same time.
Here I have applied the refund of xxx successfully, which will take 7-14 business days to your original payment method.
Please note that next time you need to return items from different orders, just take pictures or leave the receipt from logistic company that shows you have returned the all items so that we can give you the solution asap.
Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

Best wishes
ROMWE Customer Service

41.换货时有些商品缺货：

Hello,
Thank you for contacting SHEIN customer service, we apologize for keeping you wait so long. 
I'm sorry to tell you that some of your favorite items are out of stock as below. 
We can only resend the goods in stock and refund goods that are out of stock. Would you like to resend them? If you don't want them anymore, I will give you a full refund, and then you can continue to buy the goods you like. What do you think of that?

Hope to hear from you soon and we will reply you within 24 hours.

Hi there,

Thank you for your reply.

We could arrange the reshipment for you to the new shipping address but after checking, almost all the items are out of stock now, so we could not reship these items for you, would you mind accept the refund directly?

If you accept, for the full refund, would you like to get the refund to the ROMWE wallet in our site within 24 hours or to your original payment account within 7-14 business days?

Waiting for your reply. Hope this helps, please get in touch with us if there's anything else, due to the increases in customer inquiries, we may not be able to respond for the first time but we will reply to you within 24 hours.

42.客户反馈收到重复的商品：

Hello‍
Thank you for contacting us.
Is it possible that the items were added to your shopping cart by mistake before? 

Your parcel was already shipped out so the order is unable to be cancelled on our side. 
But if you don't want this order, you can refuse to sign your parcel, then our carrier will not charge you any fee and return your parcel to us.
Then we will apply a full refund to your account.
Or if you sign your parcel by mistake, we will supply you a free return label to return them and the duplicate items to us for a full refund.
You will not in a loss. Okay?
Waiting for your reply. 

43.学生优惠反馈添加优惠券：

ROMWE account: xxx
School name: xxx
Customer dont have school email but want to participate in student discount. Please add the coupon code. Thank you!

44.选择退货方式：

Hello‍ xxx
Thank you for contacting us.
Yes， you can return items in two orders together in one parcel.
Is it Okay to tell us which items you want to return via this ticket firstly? Or you can apply a return in "My orders" on your end directly. 

You can return the parcel to this address
Recipient:ROMWE Group Inc
Address:112 Melrich Rd, Cranbury, NJ 08512，USA
Once you have done the return please inform us about your return tracking number and shipping carrier. �

Or you can try to return your parcel via our prepaid return label, the fee will cheaper than the one in your local shipping carrier but naturally we will deduct 5.99 USD from your refund.
If you have it, you don't need the shipping address and can just attach the label on your parcel then drop it in your local USPS office.
The officer there will help you return your parcel to us without charging you any other fee.
In other words, you just buy a return label from us. Do you need it?
Waiting for your reply.

45.积分解释：

Thanks for your message. We would love to assist with you until the issue is well solved.
Here is the detailed explanation for the points you gained if youu review our products:

1. If you just post a comment which not includes any pictures or size information, you will gain 10 points for each item.
   Such as you commented 5 items for order GRWMYF001000HEQ, just post comment, so you finally got 5*10=50 points.
2. If you post just pictures(no matter how many pictures), for one item and one review, you will gain 20 points.
3. If you post just size information without any words and pictures, you will gain 20 points.
4. If you post a comment with pictures or size information, you will gain 10+20=30 points, if you post a comment with pictures and size information at the same time, you will gain the optimum amount of points 50 points.

Please note one review must include the comment, pictures, size information at the same time, the optimum points will be gained.
Is my explanation clear to you?

Hope this could help you, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

46.分包发反馈未收到：

Hello ‍xxx，
Thank you for contacting us.
As items in your order are from our different warehouses, our colleagues made a separate shipment for you.
Thanks for your understanding.

Could you please tell us which parcel you didn't receive yet? The parcel in picture 1 or picture 2?
Could you please give us a confirmation here?
Then we can have a better check and offer you fine solutions asap.
Thank you for your cooperation in advance.
Waiting for your reply.

47.如何测量尺寸：

Hello Julie Valet
Thank you for your timely message
You need 3 main measurements to make a pajama pants pattern: waist, hip, and thigh. Take the measurements as described below and write down each one.
Kindly remind you that you need to put the set flat without any folds. 
Waist: Measure your natural waist or measure around the area where you want your pant waist to be (usually a bit under the real waist).
Hip: Measure around the fullest part of the hip.
Thigh: Measure around the fullest part.

You may refer the attached picture as an instruction, wish the info above could help you.
Thank you for your cooperation in advance, 
Waiting for your reply. 

48.妥投未收到要重发建议退款：

Hello,

Thank you for contacting Romwe customer service. We apologize for the inconvenience here and would love to assist you on the issue.

I tried to apply a reship for you but the warehouse refused my application as we need to find the lost package first. I know that this is a big inconvenience for you and how about we arrange a refund for you directly in order to save your time?

If you accept, for the refund, would you like to get a refund to the ROMWE wallet in our site within 24 hours or to your original payment account within 7-14 business days?

Hope to hear from you soon and we will reply you within 24 hours.. Anyway, we will be here for you till the issue well-solved.

Best wishes.

49.未妥投退回确认是要退款还是重发：

Hello,

Thank you for your continued patience,

I just confirmed with our shipping department, your address is incomplete/incorrect which caused the package of your order xxx was returned back to us. I know that this is a big inconvenience for you.

We can arrange reshipment (We do not reship the returned package but arrange a new package for you from China) for you but you need to provide us the new shipping address, it may cost more than 20 days for delivery because we need to ship out the package from China, thank you for your understanding.

Or we could arrange a full refund to you immediately. If you accept, for the refund, would you like to get the refund to the ROMWE wallet in our site within 24 hours or to your original payment account within 2-7 business days?

Please let us know how to proceed. Hope to hear from you soon. Anyway we will be here for you till the issue well-solved.

Best wishes,

Please notice: If our factory received the returned package before we receive your reply, they will arrange the full refund to your original payment account directly. Sorry for the inconvenience may caused here.

50.查件未果：

Hello xxx，
Thank you for your continued patience.

We have already contacted with our logistic department to looking for the lost package. How about we arrange the full refund for you in advance this time? If you accept, for the refund, would you like to get the refund to the ROMWE wallet in our site within 24 hours or to your original payment account within 7-14 business days?

Waiting for your reply. Hope this can help you, please be assured that we never shirk our responsibility and we will be here for you till the issue well-solved.

51.贴身衣物不可退换：

Hello xxx,
Thanks for your contacting, we would love to help you until the issue is well solved.
We apologize for any inconvenience may caused here, accroding to our return policy, the Bikini cannot be returned because it is a close-fitting clothing and hygiency, please kindly understand.
How about giving it to your friend as a gift?
Kindly take note of our return policy:

1. You have 75 days from the purchase date to decide if an item is right for you. We’ll gladly accept unworn, unwashed, or any defective merchandise purchased on romwe.com for return.
2. Please note that the following items cannot be returned: bodysuits, lingerie, swimwear, jewelry, personal & health care, beauty and accessories (except scarves, bags, and mermaid blankets).
3. Items with non-returnable marks and free gifts cannot be returned.
4. Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

NOTE: Please be sure to double check your returns before shipping them out. We will not be held responsible for the return of non-ROMWE products.
Here is the link for your reference: https://us.romwe.com/Return-Policy-a-281.html
Hope this could help you, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

52.沙特客户退货：

Hello,
Thanks for your contacting, we would love to assist with you until the issue is well solved.
It’s a pity that our products couldn’t reach your expectation.
Please also understand that you need to pay for the return if there's no size / quality issue with our merchandise.
To save your time and fee, I already applied a 30 SAR pick up service for you on our end.
Our carrier will go to your home to pick up the parcel in 3-7 days. Please have a check later.
Once the pick up is completed, please let me know.
Then we can keep an eye on your parcel status and apply a refund for you asap.
Is it Okay for you?
PS:Feel free to send us some clear photos of the item received if there is any quality issue, or size-measurements directly if there is a big difference
from the size-description on our site, we will check then and compensate you once confirmed.
Hope this could help you, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

Sorry we only support English service now, please kindly understand.

Hello كلفوت اللول,

Thanks for your message. It's a pity that our products couldn't reach your expectation.

Normally the pick up person will contact you within 2-7 days, please kindly wait for the pick up.

Before the shipping carrier pick up the items from you, may I know have you ever refered to the size chart of the jeans before ordering it?
Could you supply us the picture of size measurement of the jeans?(don't need to wear it, just put it on a flat desk, then measure the waist size, hip size, length and thigh), then we will check the issue and give you a fine solution.

For the white shirt and white boots, may I know what's the matter?

We will never shirk our responsibility until the issue is solved.

Waiting for your reply.

53.邮件查不到订单：

Hello
Thanks for your contacting, we would love to help until the issue is solved.
I searched the transaction record under your email address xxx, but there shows no record on our system.
May I know is this email you placed order on our website?
In order to locate your order asap and give you a fine solution, could you kindly supply us the order number or the screenshot of your order payment or your telephone number please?
Waiting for your reply and we will reply you within 24 hours.

Hi there,

Thank you for your timely reply. The order number is incorrect.

Could you please tell us your phone number which you made the order? With this information you offered above, I am still unable to target your order. :(

If you do not know the phone number either, may I know which way did you paid for the order?

If you used PayPal for the payment, could you please tell us the transaction# so that we can check for you to found the order#?
If it is the card you used to pay, could you please tell us the date, the amount you paid and the last four numbers of your card you used to pay?

Thank you for your kind understanding and cooperation, have a nice day!

Looking forward to hearing from you soon.=^_^=

Judy


Hello‍ xxx
Thank you for contacting us.
We failed to your order with your name here. 

May I know your order number or phone number you left on our website please? you can find it under “My orders”, and it’s like GRWM5A001000MNT.
Or could you please show us a picture of the outer package like the attached one?
Then we can have a better check for you and offer you detail info,
Thank you for your cooperation in advance.
Waiting for your reply.

54.找不到RL标签

Hello‍， 
Thank you for contacting us.
I noticed that you applied a return label on your end successfully. 
You can download the return label on your end directly : Find the returned order in “My Orders” → Click “Order Details” → Click “Return & Refund Record” in the top right corner → Click “View” to download.
Anyway, I attached the return label below.
You can also download it via this link xxx
Kindly inform us here when you have done the return via USPS, I will check for you then refund in a quicker way. Hope this can help you, have a great day!

55.澳大利亚RL退回：

Hello,
Thank you for contacting us.
Here is the detail steps of getting the return label:
1.Please login into this website：https://parcelpoint.com.au/romwe/return/method
2.You can choose a nearest local Parcelpoint site, then insert Return ID XXX to book return.
3.Then print the return label and attach it on the return package.
4.Drop off the package at your selected Parcelpoint site.
After we get your parcel, we will apply a refund to your original account asap.
Once the pick-up service is completed, please let me know. We will reply you within 24 hours.
Then we can keep an eye on your parcel status and apply a refund for you in the first place. Thanks for your cooperation in advance.
Have a good day.

56.漏发商品的诚信证明：

Hello,
Thanks for your contacting.
We have submitted our order to our warehouse, and the result of investigation shows that all of your items have been shipped out.
Due to an overwhelming amount of shipments, verifications are taking longer to process. To process your request faster, please read the following statement carefully:

- I can confirm that before I opened the package, the packaging was intact.
- I can confirm that I have checked the items in the package and did not find these items.
- I can confirm that no one else has touched my package.
- I confirm that everything in this statement is true and accurate, and I know making false statements can lead to prosecution.
  Read and respond to the email with \"read and confirmed\".
  Have a nice  day.

57.关于积分：

Hello, 
Thanks for contacting SHEIN Customer Service.
You can earn points in the following ways:
1: Reviewing our products.( 90 days to expire)
2: Participating in activities and giveaways.( 2 weeks to expire)
3: APP check-in points.( 30 days to expire)
Note: All points have an expiration date which you can check via 'My points'.

For more details, please kindly refer to https://www.shein.com/bonus-point-program-a-371.html.
Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

58.Card type/Payment method not supported, please try another Payment method.

59.某商品无货且无免邮券：

Dear customer,

Thanks for contacting Romwe customer service, we apologize for keeping you wait so long.

I apologize for this issue. We have listed the item on our website because we are expecting to get additional stock within 1-7 business days which gives us time for processing once it is in stock. Right now we do not have the stock and we do not have an accurate ETA of when it will arrive to our warehouse. Instead of making you wait for the item, would you like to pick up something else in our site? 

We could not arrange the refund of the shipping fee for you as the order has free shipping. We do not have free shipping code either, we apologize for the inconvenience caused here again. May I know if you accept the 200 ROMWE points as reimbursement? 

Waiting for your reply.

60.针对摩洛哥客户要换货：

Hello xxx
We accept return for refund after delivery.
At the moment, the exchange is unavailable on our website. We will keep on improving our service in future.
About the return policy, you can check it here https://www.romwe.com/Return-Policy-a-281.html

You can return the item to us for a refund directly.
Then you can make a new order later.
Is it Okay for you?
Waiting for your reply.

61.从钱包提现到原支付账户：

Hello xxx，
Thank you for contacting us.
As your order is paid via wallet balance mostly, the refund amount will be back to your ROMWE wallet firstly.
But I will withdrew the wallet balance to your original bank account in 24 hours.

Then you will get the refund within 7-14 business days in your original card as it is the processing time for international card bank which is out of our control. Please have a check later.
Thank you for your understanding and patience. 
We will also keep an eye on your refund status and urge it for you on our end.
Is it Okay for you?
Waiting for your reply 

62.核实无漏发：

You are welcome.
About the missing items issue, our colleagues checked that all items were wrapped in your parcel before. 
Kindly remind you that frequent report for (missing/ wrong items/ didn't get the delivered package) may affect your membership.
To avoid such inconvenience, would you check your parcel again?
Is it possible that you dropped to somewhere else. 
If still nothing, please come back to us for further solutions.
Thanks for your understanding and cooperation in advance.
Waiting for your reply.

63.客户想要合包发：

Hi there,

Thank you for your time.

We have tried our best to remark for you in our system but we could not ensure if our warehouse would do like we remarked. Anyway, we will keep an eye on the shipping of your new order xxx. 

Once the order has been shipped out, we will inform you by email. Hope you can receive your items soon. Thanks for your understanding and patience.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

64.被收取关税：

Hi there,

Thank you for contacting us.

Normally, customers will not be charged with any tariff with regular mail. However, owing to increasingly strict customs inspection, sometimes the customers may have to pay tariff. I have tried my best to confirm with our manager, we could arrange a half refund of the customs fee for you. If you kindly offer us the receipt of the custom charge, we will arrange the half refund of the customs fee USD xxx for you immediately.

Or if you don't want to pay for the custom fee which is charged by your country, you can also choose to refuse the package, then it will be returned to us, we will arrange a refund to you once we receive the returned package.

May I know is it acceptable with you?
Waiting for your reply.


Hi,

Thank you for your time.

Sorry for the inconvenience to you. Normally, our customers would not be charged of tariff with standard shipping. However, owing to increasingly strict customs inspection, you may have to pay tariff if choosing express shipping.
We have well noted it when you place the order and after successful paiement, like photos attached.

Since the tax is charged by your country and used for your country, could you please just take it as making contribution to your country construction? It is so proud, right?

Kindly note that the half of custom fee CAD 13.91 is really the highest I can apply for you with our manager, if you accept, I can arrange it to you at once, may I know is that acceptable with you?

Waiting for your reply and we will reply you within 24 hours once hearing from you.
I remain at your disposal for any additional questions.

65.和客户确认退货方式：

Hi there,

Thank you for your time. We could accept return for refund for the item you mentioned.

To complete the return, here are two options for your reference.

(1) You can try to return your parcel via our prepaid return label (with our warehouse address), the fee will cheaper than the one in your local shipping carrier but naturally, we will deduct GBP2.5 from your refund.

(2) Or you can return the parcel to our return address in Belgium (a return authority # we will send to you is necessarily needed, please understand that we do not reimburse return shipping cost.) Once you have done the return please inform us about your return tracking number and shipping carrier.

Feel free to send us some clear photos of the item received if there is any quality issue, or size-measurements directly if there is a big difference from the size-description on our site, we will check then and compensate you once confirmed. (no need to wear it)

Please confirm your final decision on this ticket, waiting for your answer. Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

Best Wishes.

66.运输太久客户愿意接受退款但是仍想收到包裹：

Hello ‍‍ xxx，
Thank you for your timely message.
We are not sure about it.
Our colleagues are trying to contact with relevant officers to confirm the issue. 
If you still get nothing, could you contact USPS whose phone No is 800-275-8777 with the shipment number "9400110205959011766451" to check the issue or go to your local post office to pick up the parcel?
As we are in China now, it may be unavailable for us to get in touch with them timely.
If still nothing, please come back to us for further solutions. Okay?
Thanks for your understanding and cooperation in advance.
Waiting for your reply.

67.智利卡海关：

Hello,
Thanks for your contacting. We would love to assist with you until the issue is well solved.

We apologize for the any inconvenience may caused here. 
For your package, I have submitted this issue to our related department for further investigation, would you mind waiting for 5-7 days for the result?
Then we will give you a fine solution after the result.

Thanks for your understanding in advance.
Waiting for your reply and anyway we will help on the issue until it is well solved.

Hello,

Thanks for your contacting.
Anyway we have submitted your order to our related department on Sep.28th, and they actually sent the invoice to your local shipping carrier, but there is still no reply from them, there must be some problem with the shipping process.
We apologize for keeping you waiting so long, as you are our valued customer, I have applied your request for you to our manager, in order to save your precious time, how about we arrange a full refund to you directly?
For refund, may I know if you prefer a refund to your SHEIN wallet(24 hours) or your original account?(2-6 working days)
May I know is that acceptable with you?
Waiting for your reply and we will reply you within 24 hours once hearing from you.

Hello,

Thank you for your continued patience, Normally the package 712177668635 of your order GRWMRV00Q000UFY should have been delivered to you, we apologize for any inconvenience may cause here.

We have already contacted our logistics department and something wrong with Chilexpress, which caused the package is lost. We will contact them and file a claim to them because they lost our packages many times recently. We need them to look for the lost package and give us a solution.

I know that this is a big inconvenience for you. As you are our valued customer, how about we arrange a full refund for you first? If you agree, for the refund, would you like to get a refund to the ROMWE wallet in our site within 24 hours or to your original payment account within 7-14 business days?

Waiting for your reply. Hope this can help you, please be assured that we never shirk our responsibility and we will be here for you till the issue well-solved.

Best wishes have a great day! 


支付关税：
Hi there,

Thank you for your time.

If you still would like the packages:
You could pay the customs fee via the links: https://mailamericas.com/tracking?tracking=5330067711702540013301131230 and https://mailamericas.com/tracking?tracking=5330067711877060013301131230. You just need to click the button below and you could follow the steps to pay for the customs fee.


And then the packages will be released by the custom once the custom fee is paid, and they will arrive you as soon as possible.

I have tried my best to confirm with our manager, we could arrange a half refund of the customs fee for you. If you agree, after you paid the customs fee, please offer us the receipt by photos or screenshots, then we will arrange the half refund of the customs fee for you immediately.

May I know is that acceptable with you?
Waiting for your reply and anyway we will help on the issue until it is well solved.

68.确认原地址是否还能收到货：

Hello ‍xxx,
Thank you for your timely message.
If you need a reshipment, I will apply a reshipment for you asap. 
It will take 20-35 business days for our carrier to reship the parcel to you.
Is it Okay for you?
By the way, will you still be available at the original shipping address?
Waiting for your reply. 

69.确认所有商品都是一个包裹发的：

Hello xxx,
Thanks for your contacting.
I checked that all items were shipped out together in one parcel.
The parcel should be at your back door gate now.
May you have a double check later?
Thank you for your cooperation in advance.
Waiting for your reply.

70.客户等待查件结果不耐烦：

Hello,

Thanks for your contacting, we really understand your anxiety and would love to assist with until the issue is solved.
I have submitted your order for investigation on xxx, which needs 7 days for the result, now there is still no reply from them, I will try my best to urge the process for you, would you mind wait for another xxx days for the result?
If there is still no update on xxx, please kindly come back here for further solutions.
Is that acceptable for you?
Hope this helps and anyway we will help on the issue until it is well solved.

71.沙特可以选COD支付

Hello,

Thanks for your contacting. We would love to help.
For payment upon receiving, you can choose the payment method cash on delivery when you place an order.
Please note for payment upon delivery, the order amount should be $26-$480, and the handling fee is SAR18.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

PS: Sorry for that we now could only support English service, please kindly understand it.

72.忘记密码：

Hello,
Thanks for your contacting.
May I know that do you forgot her password and couldn't log in?
If it's under this situation, we suggest you modify it yourself as the below steps:
Forget your password>Enter your registered email address>We’ll send you a link to reset your password>Reset your password.
Please see below pictures for reference:

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

73.不支持换货：

Hello，
Thanks for your contacting, we would love to help until the issue is solved.
We apologize that the exchange is not supported now, for more details, please kindly refer to our return policy: 
https://www.romwe.com/Return-Policy-a-281.html 
We suggest you return the item to us for a refund, then you can use the refund for a suitable size.
May I know is it acceptable for you?
Feel free to send us some clear photos of the item received if there is any quality issue, or size-measurements directly if there is a big difference from the size-description on our site, we will check then and compensate you once confirmed.
We will try to reply you within 24 hours once receiving your reply.

PS: Sorry for that we now could only support English service, please kindly understand it.

76． 处理差评：

PS：
In this case, I am just a customer servicer and I have just checked your order carefully and will keep an eye on your parcel in the future. If you have any issue with your order, I will be glad to help.
Is it Okay for you to give me a review of my service again here? I tried my best to help you and really understand your situation and anxiety to solve this issue. Could you please try to understand my situation? 
I take my service very very seriously. Your advice means a lot for me. Thank you from the bottom of my heart. {{dc.satisfactionrate}} 

74.需要客户提供运单号和运输公司查询：

Thanks for your contacting. We would love to help until the issue is solved.
Please kindly supply us the shipping company and waybill of your return package so that we can check the issue and give you a fine solution asap.
Thanks for your cooperation in advance.
Waiting for your reply.

75.RAN 退回：

Hello,

Thank you for your timely reply, it's absolutely okay and I have applied it for you successfully, the address of our warehouse in Belgium is as below:

Recipient:EC HUB - 20571302
Address:Avenue du Parc Industriel 213 (unit 2), 4041, Milmort, Belgium

NOTE:

1. Please insert your authorization number [20571302] after the Recipient name so we may quickly resolve your return.
2. Every return authorization number is unique and may only be used once.

Once you have done the return please inform us about your return tracking number and shipping carrier. You could choose the shipping carrier by yourself and if you do not know the return tracking number, you could offer us the return receipt directly and we will check for you then. We attached the return receipt example for you below.

Hope this can help you, waiting to hear from you and we will reply you within 24 hours. Best wishes! 
Recipient: Bunny Wong （王子璐） -25821101
Telephone: 852-3905 3906
Address: If you are using Post (including EMS) for return, please return to the following address:
Resident Letter Box No.223 (Truck Dock 1-10, “VIP.COM”), Ha Tsuen Road, Ping Shan, Yuen Long ， N.T. HongKong Postal code ： 999077
If you use EXPRESS to make the return, please resend to the following address:
Resident Letter Box No.223 (Truck Dock 1-10, “VIP.COM”), Ha Tsuen Road, Ping Shan, Yuen Long ， N.T. HongKong Postal code ： 999077


please send to the following address
24108839 - CHENHUA CAI: the recipient
Warehouse 53, Al Quoz Industrial. Address: Behind Al Serkal Avenue, Dubai, UAE
Phone: 00971551339098

76.BOGO

Hello Emily Suwala,

Thanks for your contacting, we would love to help you until the issue is well-solved.

I just looked up the two items you ordered under the order GRWMRL002000CHB, which are not applicable for the BOGO 99% activities, if you want to use join the BOGO, please enter the interface as below shows:


Also kindly note that the item which is applicable for BOGO will has below mark:


The items you ordered enjoy the “order and refund you coupons" activity, here are the details of coupons you got:
10% discount for orders over 19 dollars
15% discount for orders over 49 dollars
20% discount for orders over 129 dollars
Valid period: 2020-09-0818:00:00----2020-09-2117:59:59

Hope this could help you, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

77.1pair Random Mopping Shoes编辑错误客户只收到一只

Hello xxx,

Thanks for contacting ROMWE Customer Service, we would love to help you until the issue is well-solved.

Please accept our sincere apologize for this issue, because of the editing error of the product name on the website, causing you think that this product "1pair Random Mopping Shoes" is sold as a pair, but it is actually sold individually. We apologize for any inconvenience may caused here , but we also thank you for bringing this to our attention. We appreciate any feedback that would help us improve the products and services we offer.
In order to express our sincerity, we have arranged another pink one and purple one to reship to you, if there is an update of logistics status, we will notify you by email.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

78.备货已审核未出仓：

Hello xxx,

Thanks for your contacting, we would love to help you until the issue is well-solved.
Because the ongoing epidemic COVID-19, there will be a delay for the processing, but no worries, your package of order xxx has been audited now, normally it will take 6-10 days for the items processing, please kindly wait a few days, I will also try to urge the process for you.
Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

79.反馈物流公司确认已丢件的妥投未收到诚信证明：

可以按本市场的妥投未收到流程处理，但

1. 可查件渠道，也不用查件（可以提工单记录但无需等待工单结果）
2. 无极速退款标签，诚信证明模板略有不同：
   Hello,
   Thanks for your message.
   In order to process your issue in a timely manner, please read the following statements carefully and reply to confirm that you agree to all the statements.
   -I confirm that this statement is true and accurate in all respects. It is also known that making a false statement can lead to prosecution. 
   -If I receive the package, I will contact ROMWE in a timely manner. 
   -I agree to cooperate with the police when investigating missing items.

If you agree or confirm the above statements, please let us know if you want a refund or reshipment.
Please note that your name and waybill number will be shared with the carrier for investigation.
Waiting for your reply.

80.解释因return label 收费退款扣除：

Hello，

Thanks for your contacting.

Noticed that you returned the items with the return label you applied yourself on our system.
Please understand that you need to pay the return label which costs $5.99 for the return if there's no size / quality issue with our merchandise.
And the return label charge will be deducted from the refund directly.
So the final refund you got is 16.62USD-5.99USD(RL) = 10.63USD

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

81.被退回退款：

Hello xxx,

Thanks for contacting ROMWE Customer Service.

Upon checking your order xxx, we feel regretful that due to "Addressee Unknown" your items couldn't arrive you as expected and now your order has been returned to our warehouse so we arrange a refund to your original payment account, it will take some days for your bank to process usually it takes 7-14 business days, but please don't worry its just the maximum time it can be earlier depends on your card issuer.

However, you can click My orders>Repurchase button to re-order the items you ordered before.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

82.引导客户自己注册Paypal账户

Hello xxx

Thank you for  your timely message and continued patience.
We apologize that we now couldn't support bank refund due to the policy exchange, could you kindly register a Paypal account as below shows?
The process is very easy to operate: Search the Paypal official website https://www.paypal.com/sg/webapps/mpp/merchant >Sign up>Choose personal account>Edit your personal info
Please kindly check the attached pictures for your reference.

Or if you don't want to register a Paypal account, how about we refund you directly to your ROMWE wallet then you can use the balance in it to order items on our website?

Waiting for your reply.

83.恶意要求退款被系统拉黑了

1. 跟客户说因为历史记录不好系统自动拉黑了我们也无法更改 建议用新的账户下单 参考模板（I just checked for you, our system automatically detects that lots of your orders are properly delivered and not received. So it limits you to make the order on our website.

We didn't mean to cause any inconvenience to you that the restriction is permanent as it is the system automatic setting and we can't change it. If you still want to order in our site, we suggest you use a new account.）

2. 告诉客户钱包里的钱我们可以帮忙提现到原支付账户，如有需要告知我们

84.让客户自己联系USPS

Hello,

Thanks for your timely message.

We have tried to contact USPS already, but since we are in China, there is a time difference that we may couldn't get in touch with them timely as you can, please kindly understand.
As the parcel has been in United States, if it is at your convenience, could you please kindly contact the USPS to check whether you still can pick up your parcel first? Because it has been there since August 1st.
If you couldn't get any reply from them after the contact, please come back here for further solution.

Please note that we will never shirk our responsibility until the issue is solved.
Waiting for your reply.

85.整单发错

Hi there,

I'm so sorry to hear that. Maybe there is something wrong when processing. Don't worry, we will not shrink our responsibility.

Could you send us the clear pic of the item in the package you received and the package with shipping info? We attach one example for your reference. We will make up you once confirmed with our warehouse.

Thanks for your understanding and cooperation. We will try our best to fix the issue. Best regards to you.

86.尺寸测量

Hello Eric Jonni,

Thanks for supplying us the pictures and your continued patience.

Kindly note that the measurement pictures mean that you need to put the clothes on a flat desk/bed, then measure the different parts of each item with a ruler, I also attached a picture below for your reference, please kindly measure the jeans, sweater and shorts so that we can check the issue and compensate you asap, thanks for your cooperation in advance.

For the sweatpants, I checked that the picture you supply with that on our website, which shows little difference, however if you really want to return, you can also return it with other 3 items after we confirm the size problem of the 3 items, may I know is that acceptable with you?

Please note that we mean not to cause any inconvenience to you but would like to solve your issue asap.

Thanks for your cooperation in advance.
Waiting for your reply.

87.催退款

Hello xxx,

Thanks for your contacting.

Kindly note that normally our related department will arrange the refund to you after your items are received in our warehouse within 7 days.
As you are our valued customer, I have already urge the process for you, they agree to refund you once they receive the package, so please kindly wait a few days, it won't take too long, thanks for your understanding.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

88.告知部分不可退

Hello,

Thank you for contacting SHEIN customer service,

We accept a return for a refund within 60 days after purchase and according to the return policy, the following items cannot be returned: bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets). Items with non-returnable marks and free gifts can't be returned. here is the checking link: https://il.shein.com/Return-Policy-a-281.html

So the "Ribbed Button Front Bralette" is not allowed to return. If you decided to return the rest 5 items for a refund, please let us know, we will offer you the return process.

Feel free to send us some clear photos of the item received if there is any quality issue, or size-measurements directly if there is a big difference from the size-description on our site, we will check then and compensate you once confirmed.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

89.修改订单

Hello,

Thank you for contacting us, I just looked up your order and the items purchased are in well processing now.

In order to let our warehouse arrange and ship your order in a quicker manner, how about you keep this order and place a new one with the item you want which would be more convenient for you? There's also a varies of great sales on our site, hope you will find something wonderful you like!

Or we can help you add the item you want before shipping, you may need to pay the price to our Romwe PayPal account: 
romwecom@hotmail.com. 
Kindly send us the photo of your payment receipt as well as the transaction ID. 
After payment confirmed, we will inform our warehouse staff to prepare items for you.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

90.免费礼物添加购物车：

We could offer a free gift to you. But the free gift is not added into your order automatically. You need to choose it and add it into your cart before you check out. Then we can ship it together with your order, 
To show our sincerity this time, how about supplying you 50 points as a gift for you? (100 points is equal to $1 ). You can use it in your next purchase. Is it Okay for you? If you agree, I will arrange for you immediately.
美国地址：
US ELOGISTICS SERVICE CORPORATION-xxxxx
112 Melrich Rd, Cranbury, NJ 08512

比利时地址：
Recipient:EC HUB - xxxxx
Address:Avenue du Parc Industriel 213 (unit 2), 4041, Milmort, Belgium

91.卡支付失败：

Hello,

Thank you for emailing in! I just looked up for you and yes, the order is still in non-payment status. : (

We have confirmed with our account dept. with a priority that there is no problem with our website and it is OK to pay with the card on our site, how about checking your card info again and logging in then to have another try on the computer with another browser?

Your card may be rejected due to fraud if you attempt an international purchase, especially from China and if the name and address is different. Our account was set in England, so your card may be rejected due to fraud if you attempt an international purchase with different cards. I also checked that you tried more than 3 times already and it failed, it won't work if attempted more than twice.

If you still could not pay, you may try to pay in Paypal which is also a good and convenient way to pay. We could also offer you the paypal payment link, please let us know if you need it. Thanks for your kind patience.

Hope you will make it this time. Let me know if you need any further help, please get in touch we will reply to you within approximately 24 hrs - I'll behappy to help.

92.自主删除账号：

We're sad to see you go!
Please follow the steps below to begin the account deletion process:
【My Account】 - 【Account Security】 - 【Delete Account】
Kindly Note:

1. Currently this function of deleting account is only available on PC. If you are browering from ROMWE mobile site or APP, please try it on PC. You may also contact Manual Service for help.
2. Typically, the account will be deleted within 2-5 business days and a notification email will be sent automatically once your account has been deleted successfully.
3. Once deleted, your account and any relevent information cannot be recovered or reinstated. Addtionally, you will unsubscribe from the mailings as well.

93.小语种不支持

Thank you for contacting ROMWE customer service. Sorry but right now we do not have Italian/Germany language service, may I confirm if you could accept English service? If not, we can only provide the Google translated version, if there are errors in grammar and wording, please understand.

94.侵权

Hello，

Thanks for your contacting, we apologize for any inconvenience may caused here.

We have submitted this serious issue to our related department, our colleagues there handle this issue within 24 hours.
Apologize again for bringing you such inconvenience and also thanks for your kind feedback, we will continue to improve ourselves in the future.

Hope this helps, if there is anything we can assist with, please kindly contact us, we will reply you within 24 hours.

95.询问客户还有其他问题：

Hi there.
Thank you for your time. 
May I confirm if you have other issues here?
If there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.
Best Wishes.

包裹有无收到
Hello,

Thanks for your message.
Upon checking, your package was delivered on August.3.
May I confirm that have you received that?
Have a nice day.

96.问客户要测量图：

Hello,

Thanks for your contacting.

Kindly note there may be 1-2 cm normal error range on the cloths measurement.

Please send us some clear measurement photos of the items received with a ruler if there is a big difference from the size chart on our site, , for how to measure, please refer to that as the attached picture shows, we will check then and compensate you once confirmed.

Thanks for your cooperation in advance.

Waiting for your reply.

Hello,
Thanks for your contact.

Kindly note that if there is quality issue with our merchandise:
Could you kindly offer us some clear pictures of the quality issue items?

If there is size issue with our merchandise:
Kindly note there may be 1-2 cm normal error range on the cloths measurement.
Could you please offer us the measurement pictures?
The measurement pictures mean that you need to put the clothes on a flat desk/bed, then measure the length of the item with a ruler, I also attached a picture below for your reference, please kindly measure the item so that we can check the issue and compensate you asap, thanks for your cooperation in advance.

Please note that we mean not to cause any inconvenience to you but would like to solve your issue asap.
Waiting for your reply.

97.解释价格不能改：

Hello,

Thanks for your contacting, we would love to assist with.

For the price of items on our website, which varies due to many factors, such as policy, market etc, it is generated by the system, so we apologize that we couldn't honor or keep a price as a fixed one, please kindly understand.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.
😚

98.退款已完成：

Hello,

Thanks for your message, we would love to help on the issue.
Upon checking the status of your refund under this order on the Ayden platform, which shows as below refund proof.
We have completed the refund to your card on xxx, please kindly contact your bank with the refund transaction number xxx for more details.

Hope this helps, if there is anything we can assist with, please kindly contact us, we will reply you within 48 hours.


After-pay：
Hello,

Thanks for your contacting, we would love to help on the issue.

Upon checking the status of your refund under this order on the Afterpay platform, which shows as below:



We have completed the refund to your card on Oct.19th, please kindly verify the refund with the refund transaction number 6024394 on the platform for more details.
Kindly note that after-pay payment is one kind of payment by 4 installments, each installment paid by 2 weeks, if there is still installments not paid completely, then the platform will pay for the installments from your refund directly.

Hope this helps, if there is anything we can assist with, please kindly contact us, we will reply you within 24 hours.

退款后续：
Hello,

Thank you for contacting SHEIN customer service.

We will keep an eye on your return, and will promptly issue refund as your request within 5 business days once we receive your parcel, as we need to make strict quality-examination for the items, then we will inform you via email. Hope you understand.

As you paid by checkout, the refund will reach your original payment account in 4-6 business days. As it's international trade, the bank needs some time to process the refund.

Hope this helps, please get in touch with us if there's anything else, due to the increases in customer inquiries, we may not be able to respond for the first time but we will reply to you within 48 hours. Thanks for your understanding.

99.退货后客户找：

Hello,

Thanks for your kind message!

Once the return item will be received and done in scanning process in our warehouse we will send you an email for notification and process the refund for the return item.

Hope this helps, have a great day!

100.沙特不能退银行

Hello,

Thanks for your contacting, we would love to help on the issue.

Kindly note that for the refund of your order GRWMR50060001V7, because the payment way of your order is Cash On Delivery, our related department have refunded to your ROMWE wallet automatically once they received the return package and scanned through the quality control process.

For Cash On Delivery orders, based on our current refund policy, the refund can be returned to the ROMWE wallet or Paypal account (1-5 working days), refunding to bank account is not supported now, we apologize for any inconvenience may caused here.

So may I know do you have Paypal account to transfer the refund or is it acceptable with you to keep the refund in your ROMWE wallet then you can use the balance in it to order items on our website?

Waiting for your reply.

101.两个方式退货

Hello,
Thanks for your continued patience.
There are 2 options for you to return the item if there's no size / quality issue with our merchandise.

1. Pre-paid return label: With this label we send you, you do not need to pay high return fees when you make the return, there is address on it, you just need to print it out and tape it to the returned package, then you can drop it to your nearest post office, the officers there will help you to return, we will deduct only CAD 9 from your total refund once received your returned package.

2. We supply our address to you, then you return the item to us by yourself.

May I know which way do you prefer?
Waiting for your reply and we will reply you within 24 hours once hearing from you soon.

Hi, 
We will help you to apply return.
Here are our two return methods, you can choose one to return.

1. You can return to our warehouse in Israel by yourself, the shipping fee depends on the post office.
2. You can go to local Exelot's collection point and return, it is free, we will pay for the shipping fee for the first return in this order. If a second return from the same order is required, a flat fee of ILS 15 will be deducted from your refund if the package weighs under 5kg.
   Please tell us which return method you like? Then we will help you to return.
   Thank you!

102.指定渠道发货：

Hello,

Thanks for your message, we would love to help on the issue.

For the appointed shipping company request, I have marked your order GRWMS300N000CNW as designated CA post for shipment on our system, but I cannot guarantee that the final logistics team will use CA post for shipment, because logistics is affected by many aspects, such as policies, countries, etc. Please understand the inconvenience.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

103.丢件了

Hi there,

Thank you for your continued patience.

Our shipping dept. informed us that the USPS may lose your package during shipping so we could not ensure the package could be delivered or not. As you are our valued customer, we suggest to arrange a full refund for you in advance, if you still want the items, you could reorder with the refund. Anyway if you finally receive this lost package, you could keep it as a little gift.

Please let us know how you would like to proceed so that we can meet your expectations. Thank you and hope to hear from you soon and we will reply you within 24 hours!：）

104.重置密码：

Hi there,

Thank you for contacting ROMWE customer service. 

Upon checking, we have send you an email named "Verify It's You"(not "Reset Your Password"), may I confirm if you have received this email? If you receive the email, you could use the verification code to log in your account. 

Waiting for your reply. Hope this can help you, please be assured that we never shirk our responsibility and we will be here for you till the issue well-solved. 

Best wishes, have a great day! 

Thank you for your reply. How about resetting the password again?

You may follow the steps below:

1. Click "Sign in" on the top right corner of our homepage.

2. Select "forgot your password"

3. Enter your registered email address in the provided box.

4. You may receive the reset email and you will create a new password with the link. Please also check your junk mail folder if you cannot locate our mail.

5. Enter the new password to log into your account.



Also， if you don't find the email from us, you can try to look for in the spam folder as well.

Hope this could help you. Have a nice day!

105.合并

Hello,

Thanks for your contacting, we would love to help on the issue.
Since you requested the same issue in Ticket #6002195, this ticket will be closed and please refer to the reply in Ticket #6002195.
Thanks for your understanding, have a nice day!

108． 不可查件可极速退款：

Hello,
Thanks for your message.
Anyway I have submitted your question to our logistics team. They will help you track your package as soon as possible.
As you are our valued customer, in order to save your precious time, how about we supply you refund first on our system for you?
For refund, you have 2 options:

1. Refund to SHEIN wallet – refunding time will take 24 hours and then you can use the balance to purchase other items from our website.
2. Refund to original payment method – refunding time will take 2-6 business days for card.

May I know is that acceptable with you? Waiting for your kind reply and we will reply you within 24 hours once hearing from you.

可查件有工单结果：
Hello,

Thanks for your message.
We got the reply from our shipping department that the package was placed at your front door.
Please look around and ask neighbors for the package again.
If you still couldn't get your package, please kindly come back here for further solutions.
Waiting for your reply and we will help on the issue until it is well solved.

109.查件确实已妥投：

Hello,

Thanks for your contacting.
We apologize for keeping you waiting so long.
I just got the reply from our related department that your package was placed at the front door according to your requirements.
We suggest to search your surroundings again and ask your neighbors to check if you can find the package.
If not, please feel free to come back here for further solution.
Thanks for your cooperation！
Waiting for your reply.

110.不支持低价发票

Hello, thank you for shopping at SHEIN! 
According to the customs policy , all SHEIN orders currently do not support the low price to modify the declared amount, please understand; if your package is subject to customs duties, please provide a customs invoice to contact customer service, and we will compensate you after verification.
Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

111.妥投未收到超过处理时效：

Hello,
Thanks for your contacting.
According to our regulations, the post-sales processing time limit of the website is 6 months, so we are sorry that we will not process orders over 6 months. If you have found customer service within 6 months of the website processing time limit, can you please provide us with records? We will help you check if someone has missed processing your issue.
Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

3-6个月退一半：
Hello,

Thanks for your message.
Upon checking, you placed the order in July, and now it is in Decmember, the time has been over 3 months since you placed the order.
If you have found customer service before, can you please provide us with records? We will help you check if someone has missed processing your issue.

We also feel regretful that you haven't received the order as expected, however the shipping info shows it was delivered on July.30th.
Since the delivery date is over 3 month ago, I have tried my best to confirm with our manager, we could arrange a half refund of the order amount for you directly to save your time.

May I know is it acceptable with you?
Waiting for your reply and we will reply you within 24 hours once hearing from you.

112.沙特客户催发货：

Hello,

Thanks for your contacting, we would love to help.

Upon checking, you placed the order on Nov.28th, kindly note that the normal processing time is 3-7 days, please kindly understand.
I checked that your order has been ready for the shipment, as you are our valued customer, I have marked your order as rush order, once there is an update of shipping, we will notify you by email.
Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 48 hrs - I'll be happy to help.


PS: Sorry for that we now could only support English service, please kindly understand it.

113.客户怕泄露个人信息想要删除账号

Dear customer,
We know you're concerned about data security and want to delete your account. Before proceeding with the deletion, we want to make sure you know the facts.
First, your login is protected using the latest technology, and you're the only that knows what it is, you're also the only one that can change it.
Next, criminal hackers attacked ROMWE in May 2018 and some of our users' logins were compromised.

We quickly stopped the attack and implemented advanced security measures to prevent another attack.

We also notified users to change their passwords and offered free credit monitoring.
Since 2018 we've not had any similar problems, while many other websites continue to get hacked.

This is why we recommend everyone to update their passwords frequently, and don't use the same one for different accounts.
We can assure you that since the attack more than 2 years ago, ROMWE has been offering our customers a safe and secure shopping experience.

We promise to work hard to make sure your data will always be well protected.
If you still want to delete your account after knowing the facts, let us know and we'll be happy to help.

114.快递超时效：

Hello,

Thanks for your message.

Here we would like to explain something about the express shipping for you.

1. The shipping process by Fedex is actually out of our control, we also feel regretful for the delay of the shipping process, however we just send the package by Fedex as you requested.
2. The estimated arriving time is Oct.11th but not the exact arriving time we have ensured you, the exact arriving time will depend on the process which the shipping company operated.
3. Actually we have shipped out your order on Oct.3rd and it arrived you on Oct.12th, the shipping time of Fedex shipping way is really the fastest compared with other shipping way, such as that it may take 20 business days for standard shipping to arrive.

Anyway what we want to express is that we have tried our best to ship the order to you, and the process is really not under our control, in order to show our sincerity, we would love to give you 100 points to your account, if you accept, we will arrange it at once.
May I know is that acceptable with you?
Waiting for your reply.

115.需客户提供详细的地址：

Hello,

Thanks for your message.
Kindly note the address you offered maybe insufficient or wrong that caused your package returned to us.
If you choose reshipment, in order to avoid returning back again, please kindly offer a new detailed address as below form:
First Name:
Last Name:
Country:
State/Province:
City:
Street address(street name and street number):
Post/Zip Code:
Telephone:
Looking forward to your early reply and we will reply you within 24 hours once hearing from you.

PS: If the verification is not complete in 3 days, your order will be subject to cancellation without further notice, and full refund will be issue to your ROMWE wallet within 24 hours, which can be used toward your next purchase, or can be withdrawn at any time.

116.投诉订单无法操作退款;

Hello,

Sorry for the inconvenience may cause, I checked that this order is in dispute status, so the system blocks it and I could not arrange any application now, could you please inform us immediately once you cancel the dispute, I hope to apply the refund for you as soon as possible.

Looking forward to getting your early reply and we will reply you within 24 hours.: )

117.修改地址：

Dear customer,

Thank you for your contacting.
The address you left can be modified on our end, could you please provide us with following information so that we can confirm your address, then continue to process your order as soon as possible?
First Name:
Last Name:
Country:
State/Province:
City:
Street address(street name and street number):
Post/Zip Code:
Telephone:

The shipping address can also be modified on your end through the following steps (Please note that the shipping address can be modified ONLY BEFORE SHIPMENT):
1.Sign into your ROMWE account.
2.Find the order you need to change the address in "My orders, click into “order details".

3. Find the "shipping information” in the lower right corner ,click on "Edit".

NOTE:
If the verification is not completed in 3 days, your order will be subject to cancellation without further notice, and full refund will be issued to your ROMWE wallet within 24 hours, which can be used toward your next purchase, or can be withdrawn at any time.
Your prompt attention to this matter will be greatly appreciated.  We will reply you within 24 hours once hearing from you. Thank you for the cooperation. Stay safe!

118.英国海关查验导致延误：

Hello,

Thanks for your contacting, we really understand your anxiety and would love to assist with until the issue is solved.
I have checked that since your order is now in custom inspection, there may be a delay of 7 business days for delivery.
We have contacted our related department to negotiate with your local shipping carrier to speed up the shipping.
If there is still no update on Oct.23th, please kindly come back here and we will arrange reshipment/refund to you.
May I know is that acceptable with you?
Waiting for your kind reply and we will reply you within 24 hours once hearing from you.

119.WORDYPAY 投诉

Hello,

Thanks for your message.

Sorry for the misunderstanding, I noticed that you filed a dispute on Worldpay platform.

Kindly note that Worldpay platform is different from other payment platforms, once you filed a claim on it, a third-party will engage in this dispute to process the issue, then both you and we could not cancel the dispute and we must wait for the third-party processing result to come out so that the dispute can be cancelled. 

Normally it will take 2 months since the date you filed the complaint, I noticed that you filed the dispute on Sep.9th, then please kindly wait for the processing result from the third-party until Nov.9th, and come back here for further solution about your order.
Sorry for the inconvenience, however what we can do now is to wait for the processing result, thanks for your understanding.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

120.美国首次退货免费：

Hello,
Thanks for your contacting.
It's a pity that some of the products don't suit you. We can accept a accept a return for a refund within 60 days after delivery and according to the return policy, the following items cannot be returned:bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets). Items with non-returnable marks and free gifts can't be returned. here is the checking link: https://www.romwe.com/Return-Policy-a-281.html
Could you tell us the SKU of the items you want to return as rjac171103155? or photos of the items you want to return.
Please tell us if you prefer a refund to your ROMWE wallet(24 hours) or your original account?(1-2 working days)

We can offer you a free return label since it is the first return on this order. 
PS:Feel free to send us some clear photos of the item received if there is any quality issue, or size-measurements directly if there is a big difference from the size-description on our site, we will check then and compensate you once confirmed.
I remain at your disposal for any additional questions.
Waiting for your reply and we will reply you within 24 hours once hearing from you.

121.三方核实

Hello,

Thanks for your message, we would love to help on the issue.

If your bank confirmed that they didn't receive the refund, could you please let the card issuing bank to contact the Worldpay platform by email to explain the situation (indicating that the refund has not been received or the refund has not been processed), and the bank email should be sent to support.sammi.liu@worldpay.com and copied to dingyuxia@shein.com ?
The Worldpay platform will operate three-party verification after the bank mail, and you will be notified of the refund result after verification.

May I know is that acceptable with you?
Hope to hear from you soon and we will reply you within 24 hours.

122.英国法国平邮调查问卷

Hello, thanks for your reply and long-term support to ROMWE; 
For better customer experience, would you mind taking few minutes and answer the following questions? Let us know your comment about our logistics service.

123.About the timeliness of transportation:

About the timeliness of transportation:
a. Fast, beyond my expectation;
b. Not bad, overall acceptable;
c. Too slow;

124.联系当地船运公司

No tracking details can be tracked once arrived destination country, need to contact local shipping company, is it acceptable for you?
a. Yes;
b. No;

125对于进一步的订单，您是否愿意继续使用此物流渠道

For further orders, are you willing to continue to use this logistics channel? (If no, please provide reasons)
a. Yes b. No

Reason: 
Please reply us with the English letters corresponding to each answers regarding to above questions; Thank you for your patience and participation, and wish you a happy life!

126.邮箱拉黑：

Hello,
Thanks for your contacting.
We have found that there are multiple refund records in your account, so your account has triggered an automatic interception by the security alert system. The interception is permanent and we cannot conduct human intervention. We apologize for the inconvenience here.

Hope this helps, if there's anything else I can help you with, please get in touch we will reply to you within approximately 24 hrs - I'll be happy to help.

127.过期积分：

Hello 

Thank you for your message.

You could see the points expiration in "My Points"-"Points Details"-Expiration Date. Once the points in your account pass the expiration time, we do not have access to add the points back or change the expiration time, it totally depends on our system, we do not have access to change it for the customer. Sorry for the inconvenience that may cause here, hope you could understand.

Hope this helps, please get in touch with us if there's anything else, due to the increases in customer inquiries, we may not be able to respond for the first time but we will reply to you within 48 hours. Thanks for your understanding.

128.摩洛哥客户无法在沙特站下单：

Hello,

Thanks for your message.
We can't control the adjustment of the operating policy. 
Also kindly note that all kinds of the points have a validity period, and they can be used as an offset for up to 70% of the amount of the order during the validity period. 
The points couldn't be transfered from one account to another account, we feel sorry for that.
As compensation, I have tried my best to apply this issue with our manager and how about we will give you a refund of $10 at one time when you place a new order on our website for these points and the free shipping coupon?

For better user operation, freight costs,and other considerations, the shipping country of AR site are limited to these 6 countries in the Middle East: Saudi Arabia, Uae, Qatar, Oman, Bahrain,and Kuwait; If you live in Morocco, it is recommended that you place orders on fr.romwe.com or www.romwe.com; Thank you for the understanding.

My colleague analyzed the composition of the points in your account, the points won by the game cannot be compensated (All sites can play games) Therefore, the remaining points are 456 points．
We can give you a coupon "6.51USD-4.56USD" which could use on the FR site as compensation, may I confirm if you accept it?


Hope this helps, please get in touch with us if there's anything else, due to the increases in customer inquiries, we may not be able to respond for the first time but we will reply to you within 24 hours. Thanks for your understanding.
May I know is that acceptable with you?
Waiting for your reply.

Hello,
We are deeply sorry for the inconvenience may caused here, but it's a regular policy adjustment of our website by our marketing group. 
In order to distinguish users and manage the points better, we set restrictions on the use of the site, which also facilitates and steady the acquisition of your subsequent membership rights. 
For better user operation, freight costs and other considerations, the shipping country of AR site are limited to these 6 countries in the Middle East: Saudi Arabia, Uae, Qatar, Oman, Bahrain and Kuwait; If you live in Morocco, it is recommended that you place orders on fr.romwe.com or www.romwe.com; Thank you for the understanding.

129.让客户联系物流商：

Hello,

Thanks for your message.
There must be some misunderstanding that caused this issue, we feel sorry for this and apologize for any inconvenience may caused here.
In this case, since the order has been delivered, may you kindly contact the UPS 1-866-607-6301、1-877-632-6347 to try to retrive the package from the delivered place?
We would love to help you to contact them, but since we are in China, there is a big time difference between us, we couldn't get in touch with them timely as you can, please kindly understand it.
If you couldn't get your package back after the contact, please kindly come back here for further solutions.
Thanks for your cooperation in advance.
Waiting for your reply.

130.美国物流延迟：

Hello,

This is Luris from ROMWE Customer Service, hope this email won't disturb you.
For your order GRWMAT004000U6V, your order is estimated to arrive you before Dec.19 originally, we also feel regretful that there may be a 6 days delivery delay due to severe epidemic and limited flight crew, however we have tried our best to ship the order and urge the shipping process for you, please kindly understand that there may be some force majeure factors such as the weather, policy and ongoing COVID situation, etc, which are out of our control, kindly note that we are the sender of your order not the shipper of your package, but we will absolutely to negotiate with the shipping company to avoid some shipping problems.

So since there is a delay of 6 days, your order is estimated to arrive you before Dec.25, that's why you saw the estimated delivery time is different from the one you saw on your phone.
Anyway, please be assured that if you couldn't receive the package before Dec.25, we will arrange a refund/reshipment for you then.
We will never shirk our responsibility until the issue is well solved.


In this case, I am just a customer servicer and I have just checked your order carefully and will keep an eye on your parcel in the future. If you have any issue with your order, I will be glad to help.
Is it Okay for you to give me a review of my service again here? I tried my best to help you and really understand your situation and anxiety to solve this issue. Could you please try to understand my situation? 
I take my service very very seriously. Your advice means a lot for me. Thank you from the bottom of my heart. {{dc.satisfactionrate}} 


Hello,
This is Customer service from ROMWE.COM, this email is in regards to follow up with your order: xxx. Hope this would be helpful and do not disturb you.

We apologize that Due to the severe epidemic and limited flight crew, the shipping process in USPS facility takes longer than usual but please no worries currently our relevant team already checking the issue of the package and hopefully  it will be deliver on time or earlier than the estimated date.
Please wait few more days for your package to be updated, Once the package arrive in USPS facility the tracking details will be updated.
If this package with tracking number of 420201099205590285412409929294 did not arrive on until Dec. 21,2020. Please do not hesitate to contact us again so we can gave you further solution. Hoping for your kind understanding.

Hello,

Thanks for your message and kind cooperation.
Kindly note that we are also keep tracking your order with the shipping carrier and checked that it is now in stuck in custom.
Please feel free to contact us here for further solutions on Dec.23 if you still couldn't receive the package then.
Thanks for your cooperation in advance.
Anyway we will help on the issue until it is solved.
Have a nice day!


Hi there,

Thank you for your message.
Kindly note since your shipping way of the original order is standard shipping, then which couldn't be changed on our end, sorry for the inconvenience may caused here.
Also the amount of the free express shipping way is $159 as below shown, please kindly understand it.

Kindly note that we never want a delay for your package, the shipping time depends on the shipping process, and which is in charge of the shipping company, please kindly understand that there may be some force majeure factors such as the weather, policy and ongoing COVID situation, etc, which are out of our control to influence the shipping time.

As above shown, we can't arrange a reshipment by express shipping way for you since the amount of your order is less than the amount of free express shipping $159, if I can arrange that, I will absolutely arrange that for you.

Anyway we will never shirk our responsibility until the issue is well solved.
As you are our valued customer, we would love to arrange a refund/reshipment for the package.
If you can accept the reshipment by standard shipping, that's really what I can do for you, I will arrange it at once for you. Please kindly confirm below address:

Or if you would love to have a full refund instead, I can also arrange it for you at once.

May I know which way do you prefer?
Kindly note that we never want to cause any inconvenience here but would like to have this issue solved well as soon as possible, please kindly cooperate with us and thanks for your understanding.

Please let us know how to proceed. Hope to hear from you soon and we will reply you within 24 hours. Anyway, we will be here for you till the issue well-solved.


Hello ,

Thanks for your message. We understand your situation and would love to help on the issue.
Kindly note that we never want to have a delay or a lost on your package, we have tried our best to ship the order and urge the shipping process for you, please kindly understand that there may be some force majeure factors such as the weather, policy and ongoing COVID situation, etc, which are out of our control, kindly note that we are the sender of your order not the shipper of your package, but we have absolutely negotiated with the shipping company to avoid some shipping problems.

I just checked that the latest status of your order shows as below:


Here is the tracking link for your check: https://tools.usps.com/go/TrackConfirmAction?tLabels=420144259205590289993300732795 

It is estimated to arrive you on Jan.4 at 9.pm. May you mind waiting until then to receive the package?
If you still couldn't receive it then, please kindly come back here for refund/reshipment.
May I know is that acceptable with you?
Hope you can receive your package as soon as possible.
Anyway we will help on the issue until it is well solved.
Have a nice day!

131.ES的Ebanx-OXXO退款模板

Once we make the refund within 3-7 days, 
Ebanx will automatically send you a message to your email carlatotozaus@hotmail.com to ask you about your refund information. You must reply to that email to continue with the refund process.
If you want to receive it on a card, you would only have to answer the card details in that refund email sent by Ebanx.
Then, the money will return to the indicated card within 2~15 business days.If you want to receive it in cash, you also inform them, Ebanx will notify you where you have to go to get the cash.
@刘元庆  英语版，ES的Ebanx-OXXO退款模板

132.未发货的订单回复

Hello,
Thanks for your message.
I checked that due to the backlog of delivery by shipping company, this order is now delayed by the shipping carrier, and it will take 15-30 business days to arrive you.
May I know is that acceptable for you to wait for them? Sorry for any inconvenience may caused here.
If it is not acceptable with you, we suggest that you cancel the order that is not shipped now to save your time.

Please let us know how to proceed. Hope to hear from you soon and we will reply you within 24 hours. Anyway, we will be here for you till the issue well-solved.

PS:
If there is no reply from you within 48 hours, we will keep the order as normal and awaiting the shipping, sorry for the inconvenience may caused here.

133.加拿大物流：

Hello,

Thanks for your message.
If you confirmed that your shipping address is correct, in this case, it may be something wrong with the shipping carrier Ant Eparcel.
We suggest that you contact them 1 (647) 477-1682/(647) 250-9481 CALL CENTRE/Oshawa: (289) 638-8610‬ for redelivering the order.
If there is no result after the contacting, please kindly come back here for further refund/reshipment.
May I know is that acceptable with you?
Thanks for your cooperation in advance.
Waiting for your reply and anyway we will help on the issue until it is well solved.

134.差评跟进

Hello,
This is Customer service from ROMWE.COM, this email is in regards to follow up with your concern in live chat. Hope this would be helpful and do not disturb you.

We would like to confirm your concern so we can able to assist you about it because as per checking you just left the chat with bad review to the agent without stating the problem.

If you encounter a problem with our live chat, please let us know so we can check the problem and feedback to our relevant team.
Thank you and waiting for your reply! :)
Have a great day!

135.积分登录站点和评论站点不一致：

Hello,
Thank you for your response!
Yes this order xxx was place in US site but you write a review in international site the reason why you earn the points in international site instead of US.
Since you are from other location sometimes the system will automatically detected based on your location that's why you need to check the country first if it's already set in US.

We apologize for the inconvenience.

136.不满RL费用：

Hello,

Thanks for your message.
Kindly note that the return is not free if there is no quality or size issue with our merchandise.
Please kindly refer to below picture:

For more details about our return policy, please kindly check the link https://uk.romwe.com/Return-Policy-a-281.html. 

As you are our valued customer, I have tried my best to apply a refund for you with our manager and we could arrange the refund of the return label fee for you this time, but please kindly offer us some clear pictures if there is any size or quality issue next time so that we can check and compensate you asap. Thanks for your cooperation in advance.

For the GBP2.5 refund, would you like to get a refund to the ROMWE wallet in our site within 24 hours or to your original payment account within 7-14 business days?

Please let us know how to proceed. Hope to hear from you soon and we will reply you within 24 hours. Anyway, we will be here for you till the issue well-solved.

137.标记为紧急

Dear Customer,
Thank you for contacting Customer Service.
In order to solve your problem more effectively, we will transfer you to the corresponding department to help you and mark it as urgent. Kindly wait email within 18 hours. Please pay attention to your email later.

138.礼品卡重发

Hello,

Thanks for your message, we would love to help.
We could resend the card to you again.
The card has been sent to your account connie4990@gmail.com again, please kindly check and pay attention to the spam box.
Hope this helps, have a nice day!

找不到订单号：
hello,
sorry that we did not find any gift card in your account shirarotem988@gmail.com , could you please give us the gift card number like GCBZL000 or the Recipient mailbox？
Then we can check and offer you a fine solution as soon as possible.
Thanks for your cooperation in advance.
hope for your reply.


如何使用
Hello,

Thanks for your message. We would love to help.
For the refund in this order, I checked that it was refunded to your gift card 7416112785907202.

you can check balance by this link https://il.shein.com/user/gift_card. And then you can use the balance in your gift card to order other items on our site.
For how to use the balance in your gift card, you just need to input the card number and pin code when you check out.
Hope this helps, have a nice day!

שלום,

תודה על ההודעה שלך. נשמח לעזור.

לקבלת ההחזר בהזמנה זו בדקתי שהוא מוחזר לכרטיס המתנה 7416112785907202.

תוכל לבדוק איזון באמצעות קישור זה https://il.shein.com/user/gift_card. ואז תוכלו להשתמש ביתרה בכרטיס המתנה שלכם להזמנת פריטים אחרים באתר שלנו. 
כדי להשתמש ביתרה בכרטיס המתנה שלך, אתה רק צריך להזין את מספר הכרטיס ואת קוד הסיכה בעת הצ'ק-אאוט.
מקווה שזה עוזר, שיהיה לך יום נעים!

139.ILpost物流地址错误：

Hello,
Thanks for your message.
Upon checking, your order is in your local place now.
May I confirm that the below shipping address is correct or not:

We have contacted the local shipping carrier to check the issue.
At the same time, we suggest you also call local Israel Post to ask for more details later. Is it OK for you? The contact number of Israel Post is 076-8871217. 
Hope this helps, have a nice day!

149.图片审核评价需要时间

Hello,

Thanks for your message, we would love to help.
Kindly note that since there is some time for our related department to check the picture, so your pictures will not be updated at once, hope you can understand it.
Please kindly wait a few days for the updates.
Thanks for your cooperation.
Hope this helps, have a nice day!

שלום,

תודה על המסר שלך, נשמח לעזור.

לידיעתך, מכיוון שיש זמן מה למחלקה הקשורה שלנו לבדוק את התמונה, כך שהתמונות שלך לא יעודכנו בבת אחת, מקווה שתבין אותה.

אנא המתן בחביבות מספר ימים לעדכונים.

תודה על שיתוף הפעולה שלך.

מקווה שזה עוזר, שיהיה לך יום נעים!

141.EXELOT 没收到海关信息

Hello,
Sorry for the long waiting.
We have contacted the shipping company to look for the package for you again. 
At the same time, may I confirm the phone number 0545431776 is your correct number?
I checked that the ID number for clearing the custom is 212576459, in order to get your package asap, could you kindly send the ID number 212576459 with the tracking number XLT983352045 to exelot cs@exelot.com to ask them deliver your package as soon as possible?

Thanks a lot for your kind understanding and patience with us!
Hope this helps and anyway we will help on the issue until it is well solved.
Have a nice day ❤ !

142.EXELOT没收到取件信息（号码无误）

Hello,
Sorry for the long waiting.
We have contacted the shipping company to send the pick up message to you again, may I confirm that do you have the SMS function to receive the package? Thank you for your cooperation and understanding.
At the same time, in order to receive your package as soon as possible, you can send an email to this account cs@exelot.com to urge the delivery on your end.
Thanks a lot for your kind understanding and patience with us!

143.EXELOT 在取件点

Hello,
Sorry for the long waiting.
Upon checking, your package is in picking point now.
May I confirm that have you received the SMS message from the EXELOT for picking your package?
Is the number 0546203163 your correct number?

Sorry we don't know the exact location of pickup station of Exelot because Exelot only sends location of pickup station to customers.

Could you please contact the shipping company EXELOT through cs@exelot.com to ask for the package status with tracking number XLT983394014? They will tell you the address of the pick up point and the time for delivery within 2 business days. 
Hope this helps, have a nice day!

144 不能因物流延迟补偿钱

Hello,
Thank you so much for your message. We do apologize for the inconvenience.
We are not allowed to refund the money to our customers as a compensation for delay. That’s the company’s rules and we have no right to change. Hope you can understand.
Please see attached picture. It shows the 50 points is the most we can do. May we know if you would like to accept it?
Look forward to your reply.
Have a nice day❤

145.安迈是包裹5,15未更新

Hello,
Thanks for your message.
Upon checking, the order is still in transit to the destination, but since the flight limit there is a delay for the package, sorry for the inconvenience and hope you can understand it.
We will contact our logistics department immediately to see if there's s anything they could do to speed up the delivery as we also would like to get the package delivered to you as quickly as possible.
How about waiting for another 5 days?
If you still could not receive the package on July.22 , we will refund the full money of your order or reshipment to you. Is that acceptable?
Or if you do not want to wait for it, I will refund your order at once now. But you need to refuse the package when it arrives.
May I know which way do you prefer?
Waiting for your reply and anyway we will help on the issue until it is well solved.

Hello,

Thanks for your contacting.
Anyway we have submitted your order to our related department on May.30th, the delay is caused by the security issue, which is out of our control and we could not ensure it when it will arrive you, we have tried our best to urge the shipping for you on our end.

But please kindly understand that the delay is force majeure.

We apologize for keeping you waiting so long, as you are our valued customer, I have applied your request for you to our manager, in order to save your precious time, how about we arrange a full refund to you directly?
For refund, may I know if you prefer a refund to your SHEIN wallet(24 hours) or your original account?(4-6 working days)

Or would you like a reshipment?
May I know which way do you prefer?
Waiting for your reply and anyway we will help on the issue until it is well solved.


Hello

Thanks for your message.
If there is no updated in July.23, we will offer you a refund for your choice.
Hope this helps and anyway we will help on the issue until it is well solved.


Hello,
Thanks for your message.
We will contact the shipping courier to rush the shipping asap.
If you still could not receive the package on July.27, please kindly come back here, we will refund the full money of your order to you.
Wish you could receive the package sooner.
Hope this helps, have a nice day!  


Hello,
Thank you so much for your message. We do apologize for the inconvenience.
For there is no update of the package, we cannot make sure the exact delivery time now. Hope you can understand. The package is not lost and it is just stuck at the airport in China now.
The 50 points is the most our leader can permit. We are not allowed to send more. Hope you can understand.
If you don't want to wait any more, how about we refund the money of the order to you and you use the refund to place a new one?
Look forward to your reply.
Have a nice day❤




Hello

Thanks for your message.
The package is in Israel already, we have urged the delivery for you on our end.
May I confirm that have you contacted the aramex +972 (747) 555500 to deliver your package asap?
Waiting for your reply.


Hello

Thanks for your message.
Kindly note that we never want to have a delay or a lost on your package, we have tried our best to ship the order and urge the shipping process for you, please kindly understand that there may be some force majeure factors such as the weather, policy and ongoing COVID situation, etc, which are out of our control, kindly note that we are the sender of your order not the shipper of your package, but we have absolutely negotiated with the shipping company to avoid some shipping problems.

Kindly not since it is depended on the local shipping carrier, so we cannot ensure which date it will be delivered to you.
In order to save your precious time, how about we arrange a full refund for you in advance?
Waiting for your reply.


Hello

Thanks for your message.
Very glad that you finally got your package!
If you would like to keep the package and please return the refund to our paypal account by here paypal.me/payshein.
Once you completed the return for the refund, please kindly offer us a screenshot for your payment.
Thanks for your cooperation in advance.
Have a nice day!

Hello
Thank you for your reply and sorry for inconvenience. 
If so, how about returning the money  ILS 1178.25 of the order to us by paypal if you still want the package? 
You may pay to us in this link: support@shein.zendesk.com， then tell us the payment transaction ID. 
Have a  nice day！ 


延误3-5天
Hello

Thanks for your message.
Kindly note that due to the flight is limited, the first flight is delayed, and the delay is expected to be about 3-6 days.
We have contacted our related department to negotiate with your local shipping carrier to speed up the shipping.
If you still could not receive your package on Jun.19th, please kindly come back here and we will arrange reshipment/refund to you.
May I know is that acceptable with you?
Hope this helps, have a nice day!

146.系统报错：

Hello
Thanks for your message.
For the notification you asked, we checked that it is system error notification, sorry for the inconvenience.
We have submitted this issue to our related department for further check.
Please kindly wait 1-2 business days for the result.
Have a nice day!

Hello

Thanks for your message.
Kindly note that the mistake is caused by system error, now it is fixed.
You can place order normally, sorry for any inconvenience may caused here.
Have a nice day!

147.以色列邮政不更新：

Hello

Thanks for your message.
Kindly note that due to the flight is limited, the first flight is delayed, and the delay is expected to be about 3-6 days.
Upon checking, the latest status of your order is as below. You can also track it via https://israelpost.co.il/en/itemtrace with number xxx.
We will contact the shipping courier to rush the shipping asap.
If you still could not receive the package on July.3rd , please kindly come back here, we will refund the full money of your order to you.
Wish you could receive the package sooner.
Hope this helps, have a nice day!  
145 GCX 到达取件点
Hello

Thanks for your message.
Upon checking, the package has arrived below delivery point.
Please kindly go there to take the package.
Hope this helps, have a nice day!