eBay Reply Templates — The Best English Templates for Sellers

The 6 most common situations

1. Where is my package?

"Thanks for reaching out. Your order was shipped on [date] via [carrier]. The tracking number is: [number]. According to tracking, it's currently [status]. Please allow 1-2 more business days. If it hasn't arrived by [date], please let me know."

2. Item damaged

"I'm really sorry about that. Could you please send me a photo of the damage? I'd like to offer you: 1) A partial refund of [amount] 2) A free return with full refund. What would you prefer?"

3. Item not as described

"Thank you for letting me know. I'm sorry if the item doesn't meet your expectations. I can offer a free return with full refund, or [amount] as a partial refund. Which would you prefer?"

4. Pre-purchase question

"Thanks for your interest! [Answer to question]. If you have any other questions, feel free to ask. Looking forward to your order."

5. Return request

"Of course you can return the item. Please send it to: [address]. After receiving and inspecting it, we'll issue a full refund within 3 business days."

6. Thank you message

"Thank you for your kind words! I'm glad everything worked out. I'd appreciate it if you could leave a positive review. Until next time!"

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