12 English phrases on this page, sorted by tone, each with a Simplified Chinese translation.
When the customer is upset and you still want to keep the repeat business
Hi [客户名], thanks for reaching out. We can confirm that we received your order [订单号]. Please check your spam, junk, and promotions folders, as the confirmation email may have been filtered there.
We’re sorry the order confirmation has not reached your inbox yet. We have resent it to [下单邮箱]. Please allow a few minutes for delivery.
No worries, [客户名]—your order [订单号] is safely in our system. Its current status is [订单状态], and we will email you again once it ships.
Thank you for letting us know. To help make sure future updates reach you, please add [客服邮箱] to your safe sender list.
For routine notices, no emotion
We have checked the order details and confirmed that order [订单号] was placed using [下单邮箱]. The confirmation email was sent again today.
Please search your mailbox for emails from [客服邮箱] and for the subject line “Order [订单号].” If you still cannot find it, reply here and we will assist further.
Your payment and order have been successfully recorded. The current order status is [订单状态]. We expect to dispatch it by [发货时间].
For privacy and account security, please do not send card details by email. We only need your order number [订单号] and the email address used at checkout to locate the order.
When the customer keeps pushing and you need to hold a clear line
We have resent the confirmation email to [下单邮箱]. Please verify that this is the correct email address, as we cannot send order details to an unverified third-party address.
Our records show that order [订单号] is confirmed and currently marked as [订单状态]. Not receiving the email does not affect the processing or shipment of your order.
For security reasons, we can discuss order [订单号] only through the email address used for the purchase, [下单邮箱], or after the required order verification is completed.
The confirmation email has been sent multiple times from [客服邮箱]. If it is not in your inbox or filtered folders, please contact your email provider, as delivery settings on the recipient side may be blocking it.
About these phrases: each is sorted by CS scenario and tone, with a Chinese back-translation. What matters isn’t just translation accuracy but whether the line lands well in a CS context — because a literal “we can’t refund you” may already have offended the customer.