Case #1365

输入

工单ID（用于发送回复）

客户邮箱

运单号（可手动覆盖）

物流查询 fc（自动/可空）

客户邮件内容

Hi,

With everything that could go wrong, which you state, with regards to the package being held by customs, package being damaged, 15% handling charge and what is the initial delivery charge, you clearly do not want me to return these goods, as in my opinion you have made it very difficult to return, the chance I return it and it doesn't arrive I then am without goods and no refund. I will keep the goods and should at least expect some kind of goodwill gesture from you

Regards

Gary

Sent via BT Email App

From
: Luvant

Sent
: Mar 19, 2026 at 10:59 AM

To
: gary.roebuck

Subject
: Re: Return order 2057

Dear Customer,
 
We are sorry to hear that you still want to return the product.
To proceed with the return, please review our return policy outlined below:
Return Conditions:
1.You are responsible for all shipping costs, including the initial delivery cost and the return shipping cost to Hong Kong.
2.A 15% handling fee will be deducted from your refund.
3.The return process takes approximately one month.
4.Return shipping costs are approximately 35. Please check with your local post office for exact rates.
5.You must provide tracking information.
6.The refund will be processed after we receive the item.
7.Please note: If the international package is held by customs and cannot be cleared, we will be unable to process any refund as we have not received the returned item.
Return Address:2nd Floor, Building G, Zhenghan Warehouse, No. 8, Pulong West Road, Tangxia Town, Dongguan City, Guangdong Province, China 
Postal code: 523730 
Recipient: Huang Haodi (VY0112) nPhone number: +86 
13312988847

Phone number: +86 
13312988847

Kindly Reminder:
1.Please put a note in the package with the order number #2057, so that we can issue a refund to you once receiving the returned package.
2.Please pack it properly to avoid damage during the transit, otherwise, we are not allowed to give you a full refund.
We hope this information is helpful. Please let us know if you have any further questions.
 
Best regards,
Lin

操作步骤

AI分析

数据获取

生成和发送

订单字段

姓名：晓琳

订单号：#2057

物流单号：IT966207209GB

店铺：Luv-英国

产品：骨传导耳机-橙蓝色

金额：109.0 GBP

物流信息

物流状态：Delivered

最新日期：2026-03-16

更新天数：3天

状态摘要

Delivered | days_update=3 | Delivered Delivered

查看物流详细信息

Number:  IT966207209GB
Package status:  Delivered (13 Days)
Country:  CN -> GB
VYANG 维央:
2026-03-16 22:44 Delivered Delivered
2026-03-16 17:05 Out for Delivery
2026-03-16 10:25 Shipment Data Processed
2026-03-16 10:25 InTransit Shipment Data Processed
2026-03-15 09:18 Shipment Received in Depot
2026-03-15 09:18 InTransit Shipment Received in Depot
2026-03-14 15:28 InTransit Shipment Received in Depot
2026-03-14 15:28 Shipment Received in Depot
2026-03-13 19:41 Custom clearance completed
2026-03-13 19:41 InTransit Custom clearance completed
2026-03-13 03:34 Parcel arrives at Airport Parcel Arrival
2026-03-13 03:34 Parcel arrives at Airport, Parcel Arrival
2026-03-13 03:34 InTransit Parcel arrives at Airport, Parcel Arrival
2026-03-12 13:35 InTransit Parcel is leaving Airport, Parcel Leaving Port
2026-03-12 13:35 Parcel is leaving Airport Parcel Leaving Port
2026-03-12 13:35 Parcel is leaving Airport, Parcel Leaving Port
2026-03-06 21:00 Linehaul Agent Parcel departure in Transit Facility, Parcel Departure
2026-03-06 21:00 Linehaul Agent InTransit, Parcel departure in Transit Facility, Parcel Departure
2026-03-06 17:00 InTransit Customs declaration completed
2026-03-06 17:00 Customs declaration completed
2026-03-06 06:24 Shipment Announced
2026-03-06 06:24 InTransit Shipment Announced
2026-03-06 05:22 Shipment Announced
2026-03-06 05:22 Departed Hub
2026-03-06 04:53 Shenzhen Parcel departure in Shenzhen Sorting Centre.
2026-03-05 20:48 Shenzhen Parcel processed at Shenzhen Sorting Centre.
2026-03-05 20:48 Shenzhen Parcel received at Shenzhen Sorting Centre.
2026-03-05 16:11 DONGGUAN Depart from facility to service provider
2026-03-04 21:43 DONGGUAN Shipment arrived
2026-03-03 10:46 Parcel information received
2026-03-03 10:46 Parcel Data Received
======================================
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AI历史分析结果

检测语言：en

最新客户消息翻译

嗨，

关于你提到的包裹被海关扣留、包裹受损、15%的手续费以及最初的运费等各种可能出错的情况，很明显你并不希望我退回这些商品，因为在我看来，你已经让退货变得非常困难。如果我退货而它没有送达，那我就既没有商品也没有退款。我会保留这些商品，并且至少应该期待你的一些善意表示。

此致

敬礼

加里

通过 BT 邮件应用发送

发件人：Luvant

发送时间：2026年3月19日 上午10:59

收件人：gary.roebuck

主题：回复：退货订单 2057

尊敬的客户，

很抱歉听到您仍然希望退回产品。
若要继续退货，请查看以下退货政策：
退货条件：
1. 您需要承担所有运费，包括最初的送货费用及退回香港的运费。
2. 退款将扣除 15% 的手续费。
3.退货流程大约需要一个月。
4. 退货运输费用约为35元。请向当地邮局咨询具体费用。
5. 您必须提供追踪信息。
6. 在我们收到物品后，将处理退款。
7. 请注意：如果国际包裹被海关扣留且无法清关，我们将无法处理任何退款，因为我们尚未收到退回的物品。

退货地址：广东省东莞市塘厦镇埔龙西路8号郑翰仓库G栋2楼
邮编：523730
收件人：黄浩迪（VY0112）
电话号码：86 13312988847

温馨提示：
1. 请在包裹中附上订单号#2057的说明，以便我们在收到退回包裹后为您办理退款。
2. 请妥善包装，以免在运输过程中损坏，否则我们将无法为您提供全额退款。
希望这些信息对您有帮助。如果您有任何其他问题，请告知我们。

此致，
林

对话统计

总消息：14 条 | 客户：7 条 | 客服：7 条 | 下轮次：8

解析时间：2026-03-20T14:24:50.239035

类型判断结果

多重操作列表:

待确认退款金额 (手动)

分类: 其他问题

[已含回复内容]

is_match：false

confidence：

logistics_status_summary：Delivered | days_update=3 | Delivered Delivered

reasoning：

发送状态

last_send_status：success

last_send_at：2026-03-20T08:50:08Z

流水线状态

pipeline_status：COMPLETED

pipeline_at：

英文话术

中文话术

目标语种话术

Dear Customer,

Hi,
We are sorry to hear that you still want to cancel this order.  We confirm that we will refund 10% of your order amount, which is GBP 109.00*10%=GBP  10.90
Please confirm if this refund amount is correct. Once we receive your confirmation, we will process the refund immediately.

Best regards,
Lin

物流详情