WhatsApp 收到错误商品处理话术

本页 12 条简体中文话术，按语气分组，每条附英文对照。

温和 · 4 条

适合客户情绪激动、你还想保住复购的时候

Hi [客户名], we’re very sorry that you received the wrong item in order [订单号]. We understand how disappointing this is, and we’ll do our best to put it right quickly.

您好，[客户名]，很抱歉您在订单[订单号]中收到了错误的商品。我们理解这会让您感到失望，并会尽力尽快为您妥善解决。

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Thank you for letting us know, [客户名]. Could you please send us a clear photo of the item you received, including its label or packaging? This will help us arrange the right solution without delay.

感谢您告知我们，[客户名]。请您发送一张清晰的实收商品照片，并拍到标签或包装吗？这将帮助我们尽快安排合适的解决方案。

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We sincerely apologize for the mix-up. Once we confirm the item received, we can arrange a replacement with [正确商品] or discuss another option that works for you.

对于此次错发，我们深表歉意。确认您收到的商品后，我们可以安排补发[正确商品]，或与您沟通其他适合您的方案。

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We appreciate your patience while we look into this. Please keep the item and all original packaging for now, as we may need them for the return arrangement.

感谢您在我们核查期间的耐心。请暂时保留该商品及所有原包装，因为我们可能需要用于安排退回。

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中性 · 4 条

适合常规告知，不带情绪

To verify the issue for order [订单号], please send photos of the item received, the outer parcel, and the shipping label. Please make sure the details are readable.

为核实订单[订单号]的问题，请发送实收商品、外包装包裹和物流面单的照片。请确保照片中的信息清晰可读。

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After we receive the requested photos, we will review them within [处理时限] and confirm whether we will send [正确商品] or provide [补救方案].

收到所需照片后，我们将在[处理时限]内完成审核，并确认是补发[正确商品]还是提供[补救方案]。

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We have confirmed that the item sent does not match your order. We can ship [正确商品] to [收货地址]. Please confirm that this address is still correct.

我们已确认发出的商品与您的订单不符。我们可以将[正确商品]寄往[收货地址]。请确认该地址是否仍然正确。

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A return is required before we can complete the replacement. We will provide [退货方式] and return instructions. Please send the item back unused and with its original packaging where possible.

在我们完成补发前，需要您先退回商品。我们将提供[退货方式]和退回说明。请尽可能将商品保持未使用状态，并连同原包装一并寄回。

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坚定 · 4 条

适合客户反复纠缠、你需要明确立场的时候

We can proceed only after receiving the photos requested for order [订单号]. Without evidence of the item and parcel label, we are unable to verify the wrong-item claim.

只有在收到订单[订单号]所要求的照片后，我们才能继续处理。若没有商品及包裹面单的证明，我们无法核实错发申诉。

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Please do not use, alter, or dispose of the item while this case is under review. The item must remain in resalable condition for a return or replacement to be approved.

在此问题审核期间，请勿使用、改动或丢弃该商品。商品必须保持可再次销售的状态，退货或补发申请才能获批。

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The return must be sent using [退货方式] by [退货截止日期]. If it is not shipped by that date, the replacement request will be closed.

请务必在[退货截止日期]前通过[退货方式]寄回商品。若未在该日期前寄出，补发申请将被关闭。

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We can replace only the item originally ordered, [正确商品]. We’re unable to exchange it for a different product, color, or size through this wrong-item case.

我们只能补发原订单中的商品[正确商品]。无法通过此次错发处理更换为其他商品、颜色或尺码。

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其他场景

关于话术：每条话术按客服场景和语气整理，附中文回译。我们关注的不只是翻译对错，更是「这句话在客服场景里说出去是否得体」——因为一句直译的「我们不能退款」，可能已经冒犯了客户。