Customer Service Response Templates

Customer Service

Customer-Response-Templates

Here are some general ideas for how to respond to customer inquiries. You won’t receive these types of messages often, but when you do, it’s important to respond quickly. Amazon gives you 24 hours to respond. One thing to keep in mind is that customers who contact you are also those who are more likely to leave you a review. So be as courteous and professional as possible. Most of the time these customers are just curious when their package will arrive. They might not understand how FBA works and think you are the one sending the book personally.

Other times they are requesting a return or are not sure how to return a book. The great thing is that Amazon provides all customer support for tracking and returns. All you have to do is simply direct them to Amazon’s customer service department. Here are some common questions and examples of how we have responded in the past. We haven’t experienced any problems using these responses so feel free to use them and rewrite as needed. The beauty of having these messages saved is that you can simply insert the appropriate response and save yourself the time of drafting messages every time you receive a customer inquiry.  

One last touch is to always include the customer's name if possible. A Dear Joe or Hi jane goes a long way. We usually end each message with Best Regards, Sincerely or Have a wonderful day!

Where’s my Stuff?

General Answer 

Thank you for your order. The item you ordered is stored and shipped from an Amazon warehouse directly to your address. Amazon customer service can provide you with a tracking number and updates for this order. If you follow this link, it should be able to assist you with tracking your shipment

https://www.amazon.com/gp/help/customer/display.html?nodeId=468530

If that link doesn't give you the tracking number, you can call Amazon's customer service number anytime at 1-888-280-4331.

Delay - (Customer doesn’t understand Amazon ships the book themselves)

I'm sorry your order was delayed, but I'm afraid you'll need to contact Amazon's customer service, as they are the ones who are shipping your book. They can be reached at 1 (888) 280-4331.

Any time you see an item that is marked 'Fulfilled by Amazon', it means the item is in one of their warehouses and they are shipping it to you, and providing all related customer service. It's a benefit they offer to both buyers and sellers, as it increases the selection of items available for Prime members. I'm sorry I'm not able to help you directly, but if you contact Amazon, they should be able to assist you with the tracking number.

Tracking Number Request:

Thank you for your order.  This book is stored and shipped directly to you by Amazon from their warehouse. They have up-to-date information on the status of your shipment. If you follow this link, it should be able to assist you in tracking your order:

https://www.amazon.com/gp/help/customer/display.html?nodeId=468530

If that link doesn't give you the tracking number for the book purchased, you can call Amazon's customer service number at 1-888-280-4331


Fragile Item:

Thank you for your order.  This book is shipped directly to you by Amazon from their warehouse. They make sure to pack and ship your items in the safest and most secure method possible. If you have any additional questions about your shipment, you can contact Amazon's customer service anytime at 1 (888) 280-4331.

Returns

General Return Questions:

We are sorry you were unsatisfied with the book. We are committed to serving our customers and strive to provide the best experience possible for you.

This book is an FBA item (Fulfillment by Amazon) meaning it was stored and shipped directly to you from an Amazon warehouse. With FBA items, Amazon takes care of all customer service related issues including accepting returns, providing you with free shipping and refunds. They do a wonderful job and will make sure to take care of everything you need.

You can call Amazon's customer service number anytime at 1-888-280-4331.

Additionally, here is a helpful link with all the information you'll need about returns:
https://www.amazon.com/gp/help/customer/display.html?nodeId=201824330

Please let us know if there is anything else we can do to assist you, we will be glad to help. Have a wonderful day!

Sincerely,
One for the Books

 

Requesting a Replacement or Alternate Book

We are committed to serving our customers and strive to provide the best experience possible for you. Unfortunately, at this time we currently do not have this book in stock. Amazon makes the return and refunds process easy. Please follow the steps on this link:

https://www.amazon.com/gp/help/customer/display.html?nodeId=201824330

They will refund your order and provide free return labeling.
Thank you and have a great day!

Misc

Questions about the condition (Example about a book in Acceptable Condition)

Thank you for the question. Our policy is to grade our books conservatively. Usually, when we grade a book as acceptable, the book has some wear from normal use and may have some highlighting, underlining or notes. We refrain from selling books that are marked with heavy writing or highlighting or have excessive damage. This book is guaranteed by Amazon's A-Z policy and if for any reason you are unhappy with your purchase, there is a no hassle return policy.

 

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This information was last updated, October 2020.

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