Customer Service Response Templates

Customer Service

Customer Service Principles

Customer Response Templates

Here are some general guidelines for responding to customer inquiries. You will not receive this type of message very often, but when you do, you should respond quickly. Amazon will allow you 24 hours to reply. One thing to consider is that customers who contact you are also more inclined to leave you a review. Therefore, be as courteous and professional as possible. Most of the time, customers are just curious as to when their package will arrive. They may not understand how FBA works and think that you are the one sending the book personally.

Others are requesting a return or are not certain how to return a book. What is great about Amazon is that they offer complete support for tracking and returns. All you have to do is direct them to Amazon's customer support department. Here are some of the most common questions and answers we have provided in the past. We have not encountered any problems with these responses, so feel free to use them and adapt them as needed. The advantage of storing messages is that you can respond quickly to inquiries, rather than having to compose messages every time.  

Last but not least, the customer's names should always be included. Dear Joe or Hi Jane goes a long way to personalize the message. We usually end our messages 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 the link, it should assist you with tracking your shipment.

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

If you cannot locate the tracking number on that link, you can contact Customer Service at 1-888-280-4331 anytime.


Delay - (Customer is unaware that Amazon ships the book)

I am sorry your order was delayed, but I suggest you contact Amazon's customer service since they are the ones who are in charge of 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,


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!


Miscellaneous

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. If for any reason you are unhappy with your purchase, there is a no-hassle return policy.



What is Amazon FBA?  (Fulfillment by Amazon)

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This information was last updated, May 2021.

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