01.多次改变主意，对已经确认的合同进行修改

Dear John Smith,
Thanks for sending through the new requirements / amendments on the project – we’re definitely happy to amend the current contract to reflect these changes. I’ve outlined the changes you've proposed below:
[List changes]
Just to let you know, these new amendments actually require us to draw up a new contract, which will take us a few days to finalise. The price will also change. Since this is the fifth contract we've drawn up for this project, we ask that you please make sure you’re satisfied with the new scope and requirements for this project before I create another contract.
We would hate for your project to run behind schedule because it was caught up in the contract stage! Let me know if you’re happy with these new requirements, and if you’re happy for me to proceed with the contract.
Thank you!
Best regards,
Lily Lee

中文翻译：
亲爱的John Smith，
感谢您提供的新需求/项目修改内容，我们当然乐意修改现有合同以反映这些变更。我已经在下方列出了您提出的变更：
[列出变更内容]
需要说明的是，这些新变更实际上需要我们重新起草一份合同，这可能需要几天时间，同时价格也会有所调整。由于这是我们为该项目起草的第五份合同，我们希望您能在我起草新合同前，确保对项目的新范围和需求感到满意。
我们不希望您的项目因为卡在合同阶段而耽误进度！请告知您是否满意这些新要求，是否同意我继续推进合同流程。
谢谢！
此致，
Lily Lee

02.劝说客户增加数量

Dear John,
Thanks for the new order.
The quantity you listed in the PO will be loaded by one 20 feet container, is it possible for you to increase the quantity to be one 40 feet container?
The prices we quoted for you are based on the quantity of at least one 40 feet container. For the quantity of one 20 feet container, the unit inland logistic cost will be higher, and the unit shipping cost will increase as well, comparing with the quantity 40 feet container.
Please consider and let me know your thoughts.
Sincerely,
Lily

中文翻译：
亲爱的John，
感谢您下的新订单。
您在采购订单中列明的数量大约为一个20尺柜的装载量，是否有可能增加至一个40尺柜的装载量？
我们给您的报价是基于最少一个40尺柜的数量。如果按照20尺柜数量计算，单件的内陆运输成本和海运费用都会有所上升。
请您考虑一下，并告知您的想法。
顺祝商祺，
Lily

03.临近春节提醒客户下单备货

Dear John,
Good morning.
Based on our years' experience, China government will restrict factory production from November to next March, due to the strict environmental protection policy here in China. Meanwhile, the Traditional Chinese New Year will be started in February, all the factories in China will stop production for 15–30 days, which means most of the factories are unable to make normal production for almost two months during this period. That will result in a sharp rise in raw material prices and the short of stock.
In order to keep the lower price and shorter delivery time for our regular customers, we are going to stock some raw materials and produce some regular models in our stock before November. Could you please let me know your purchase plan for the second semester of 2020 for our reference? These information will be quite helpful for us to schedule the production.
Waiting for your kind reply.
Best regards,
Lily

中文翻译：
亲爱的John，
早上好。
根据我们多年的经验，由于中国的环保政策，政府通常会在11月到次年3月限制工厂生产。同时，中国传统春节一般在2月份，所有工厂将停产15至30天，意味着大部分工厂在这段期间将近两个月无法正常生产，这也将导致原材料价格大幅上涨及库存短缺。
为了帮助我们的老客户保留较低的价格和缩短的交货期，我们计划在11月前提前备料并生产一些常规产品库存。请问您能否告知我们您在2020年下半年的采购计划？这对我们安排生产非常有帮助。
期待您的回复。
此致，
Lily

04.客户迟迟未确认样品

Dear John Smith,
I hope this message finds you well. I just wanted to follow up on the sample we sent you earlier. Have you had a chance to test or review it?
Your feedback is very important for us to proceed with the next steps. If you need any assistance or further information, please feel free to let me know.
Looking forward to your reply.
Best regards,
Lily Lee

中文翻译：
亲爱的 John Smith，
希望您一切安好。我想跟进一下我们之前寄出的样品，不知道您是否已经有时间测试或查看？
您的反馈对我们推进下一步工作非常重要。如果您需要任何协助或更多资料，请随时告诉我。
期待您的回复。
此致
Lily Lee

05.客户要求报关资料

Dear John Smith,
Thank you for your message. Please find attached the customs clearance documents for your shipment, including the commercial invoice, packing list, and bill of lading.
If you need any other specific documents or formats, please let me know and I’ll be happy to assist.
Best regards,
Lily Lee

中文翻译：
亲爱的 John Smith，
感谢您的来信。附件中是本次货物的报关资料，包括商业发票、装箱单和提单。
如您还需要其他特定文件或格式，请随时告诉我，我会尽快为您准备。
此致
Lily Lee

06.无法提供客户要求的产品/订单数量太少

Dear John Smith,
Thank you for your inquiry regarding [Product name].
Unfortunately, we are not able to provide the product you inquiried at this time. The product you requested doesn’t quite fit with the type of product we usually supply, and we don’t accept order quantity less than 100 units.
Thank you for thinking of our company, and we wish you the best of luck with your endeavours!
Best regards,
Lily Lee

中文翻译：
亲爱的 John Smith，
感谢您对【产品名称】的询价。
很抱歉，目前我们无法提供您所询问的产品。您所需要的产品不太符合我们常规供应的产品类型，并且我们的最小起订量为 100 件，无法接受更少数量的订单。
感谢您对我们公司的关注，祝您在后续业务中一切顺利！
此致
Lily Lee

07.货物未在约定时间到达，给客户带来不少损失

Dear John Smith,
I am very sorry about the difficulty you encountered recently before receiving your last order from us. I understand that those products were required for urgent purposes.
Despite our effort to deliver your order on time using DHL Express Delivery Service, it’s quite unfortunate that we didn’t meet up with the time allotted for the delivery of those products.
We are very sorry for truncating your plans for these products, and we will do our best to ensure this never happens again. Already, we are discussing with other express courier services to ensure our customers get their orders in time.
We promise to impress you when you make your next order. If you have any other question or need further assistance from me, please feel free to let me know at any time.
Best regards,
Lily Lee

中文翻译：
亲爱的 John Smith，
对于您最近在接收我们上一批订单前遇到的困难，我们深感抱歉。我知道这些产品对您来说有着紧急的用途。
虽然我们已经通过 DHL 快递服务尽力按时发货，但非常遗憾，最终未能按时完成交付。
对给您计划造成的影响我们深表歉意，我们会尽全力避免类似情况再次发生。目前我们已在与其他快递服务商洽谈，以确保未来客户能够准时收到订单。
我们承诺下次订单一定会让您满意。如有任何疑问或需要进一步协助，请随时与我联系。
此致
Lily Lee

08.客户抱怨产品质量问题

Dear John Smith,
I am sorry to hear that the [product] did not meet your expectations. Please allow me to apologize for any inconvenience this may have caused.
We take product quality seriously, and I have already forwarded your complaint to our quality assurance department for immediate review. We will investigate this matter thoroughly and will get back to you with our findings within 48 hours.
Meanwhile, could you please provide a few photos or a short video showing the issues you encountered? That will help us identify the root cause and offer an appropriate solution, whether that’s a replacement, refund, or other form of compensation.
Again, I sincerely apologize for the situation. Thank you for bringing it to our attention.
Best regards,
Lily Lee

中文翻译：
亲爱的 John Smith，
很遗憾得知该【产品】未能达到您的期望。对于因此带来的任何不便，我深表歉意。
我们非常重视产品质量，我已将您的投诉转交至质量管理部门紧急处理。我们会对此事进行详细调查，并在 48 小时内回复您调查结果。
同时，能否请您提供几张照片或一段简短的视频，以展示您遇到的问题？这样可以帮助我们更快地查明原因，并为您提供妥善的解决方案，无论是更换产品、退款，或其他方式的补偿。
再次对由此带来的不便表示歉意，感谢您向我们反馈这个问题。
此致
Lily Lee

09.客户抱怨包装破损、配件不齐、漏发产品等

Dear John Smith,
I’m very sorry to learn that the items in your recent order arrived damaged/incomplete. We understand how frustrating this can be, and we sincerely apologize for the inconvenience.
Could you please send us pictures of the damaged packaging or missing parts? This will help us file a report with our logistics partner and also prevent this kind of issue from happening again.
Once we receive the images and confirm the issue, we will arrange to send you a replacement or issue a refund as soon as possible.
We appreciate your understanding and thank you for your continued trust in our company.
Best regards,
Lily Lee

中文翻译：
亲爱的 John Smith，
很遗憾得知您最近订单中的产品出现了破损/缺失情况。我们理解这对您来说是令人沮丧的经历，并对此带来的不便深表歉意。
烦请您提供一些破损包装或缺失部件的照片？这将有助于我们向物流合作伙伴提交报告，并防止类似问题再次发生。
一旦收到图片并确认问题后，我们将尽快为您安排补发或退款。
感谢您的理解，并感谢您一直以来对我们公司的信任。
此致
Lily Lee

10.客户抱怨售后不及时/回复慢

Dear John Smith,
Thank you very much for your feedback. We sincerely apologize for the delay in our response to your previous message. We are currently reviewing our after-sales service procedures to make sure every customer receives timely support.
Your satisfaction is very important to us, and we’re sorry we fell short in this instance. We are working to improve our internal coordination to ensure faster and more efficient communication in the future.
If there’s anything else we can do for you right now, please don’t hesitate to let me know.
Best regards,
Lily Lee

中文翻译：
亲爱的 John Smith，
非常感谢您的反馈。对于我们未能及时回复您之前的信息，我们深表歉意。目前我们正在审查售后服务流程，以确保每一位客户都能及时获得支持。
您的满意对我们来说至关重要，我们对这次未能达到您的预期深感遗憾。我们正努力优化内部协作机制，以实现更快速、高效的沟通。
如果目前您还有其他需要协助的事项，请随时与我联系。
此致
Lily Lee

11.客户嫌运费贵，希望你承担一部分费用

Dear John Smith,
Thank you for your message. We understand that shipping costs can be a concern, especially for international orders.
We have reviewed the total shipping cost and tried to find the most economical and reliable option. Unfortunately, due to the size/weight of the goods and the current shipping rates, the cost is already at the lowest we can offer.
That said, as a gesture of goodwill and to support our long-term cooperation, we are happy to share part of the shipping cost with you. We can offer a discount of $XX or apply it to your next order. Please let us know which option you prefer.
Looking forward to your reply.
Best regards,
Lily Lee

中文翻译：
亲爱的 John Smith，
感谢您的留言。我们理解国际订单的运费确实可能令人关切。
我们已经核查了此次运输的总费用，并努力寻找性价比最高且可靠的运输方式。但由于货物的尺寸/重量及当前的运输费率，该运费已是我们目前能提供的最低价格。
尽管如此，为了表示诚意并支持我们之间的长期合作，我们愿意承担一部分运费。我们可以为您减免 $XX，或将该金额用于您的下一个订单。请您告知您更倾向于哪种方式。
期待您的回复。
此致
Lily Lee

12.客户抱怨交期太慢，希望尽快发货

English:
Dear John Smith,
Thank you for your message. I completely understand your concern about the delivery time.
Currently, our production schedule is quite full, but we value your order and are doing our best to prioritize it. Our team has checked the timeline, and we’re trying to expedite the process where possible without compromising on quality.
We will keep you updated if there is any change or if we can ship earlier. If you have a specific deadline or event, please let us know and we will do our best to accommodate.
Thank you for your patience and understanding.
Best regards,
Lily Lee

中文翻译：
亲爱的 John Smith，
感谢您的留言。我完全理解您对交货时间的关切。
目前我们的生产排期较为紧张，但我们非常重视您的订单，正在尽最大努力为您优先安排生产。我们的团队已检查生产计划，并在不影响质量的前提下，努力加快进度。
若有任何变动，或我们能提前发货，我们会第一时间通知您。如果您有明确的截止时间或特别用途，请告知我们，我们会尽力配合。
感谢您的耐心与理解。

此致
Lily Lee

13.客户抱怨你们服务太差，不想合作了

Dear John Smith,
I’m very sorry to hear about your disappointment with our service. Please accept my sincere apologies for any frustration we may have caused.
This is not the kind of experience we want any of our customers to have. We take your feedback seriously and are currently looking into what went wrong and how we can make it right.
We hope you can give us another chance to prove that we value your business and are capable of providing the quality service you expect.
If you have specific concerns, I would be grateful if you could share them with me directly so I can address them promptly.
Thank you again for your feedback.
Best regards,
Lily Lee

中文翻译：
亲爱的 John Smith，
很遗憾得知您对我们的服务感到失望。对于由此带来的不满，我向您致以诚挚的歉意。
这并不是我们期望客户所经历的合作体验。我们非常重视您的反馈，目前正在调查问题的根源，并思考如何妥善改进。
我们真诚希望您能再给我们一次机会，证明我们重视您的合作关系，也有能力提供您所期待的优质服务。
如果您有任何具体的问题或意见，也请直接与我沟通，我将尽快为您解决。
再次感谢您的反馈。
此致
Lily Lee