Case #29

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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 there, I am writing regarding Order Wavel1286 placed on 05 December 2025 for the Wavel Digital Notebook. The item is not functioning as advertised (I cannot erase the notebook pages). The package also arrived damaged (photos available). I first notified you on 16 December 2025 (when it was delivered) and then 18 December 2025 and requested a refund. Your responses have been delayed multiple times you have stated the same email responses with no return address and have not provided a clear return process or a full-refund commitment as I am still waiting for a return address. Please provide a response by 24 December 2025: 1. the correct return address and return instructions, and 2. written confirmation that you will issue a full refund upon return If I do not receive the above by the deadline, I will proceed immediately with a card issuer dispute/chargeback and lodge complaints with the relevant consumer protection bodies (including a report to the ACCC for awareness). Kind Regards, Hsien On 23 Dec 2025, at 12:08, hsien10111@icloud.com wrote:  Hi, I’ve already replied to this – please see attached email that I have already replied and sent to. I await the refund address and note that the parcel sent was damaged when it arrived to me. Please send me the address, as I would like my refund ASAP. Kind regards, Hsien From: staff3@sachetech.co.uk <staff3@sachetech.co.uk> On Behalf Of wavel-uk.com Sent: Tuesday, 23 December 2025 11:18 AM To: Hsien W Lou <hsien10111@icloud.com> Subject: Re: Order Wavel1286 - REFUND REQUEST Dear Customer, We are committed to resolving your issue and offer the following two solutions: 1. You can keep the item, and we will refund 10% of the order amount. 2. You can return the item and receive a refund (shipping costs are your responsibility). Upon receiving the undamaged item, we will process your refund after deducting applicable handling fees. Important Note: Please do not send any returned items before receiving them at the correct return address we provide. The address on your package is not our return processing address, and sending it to that address may result in the item being lost. Please let us know which option you prefer so that I can further assist you. Sincerely, Mia Hsien W Lou <hsien10111@icloud.com> 于2025年12月18日周四 08:32写道： Hi, Once again following up- per the 14 day return policy. I request a refund for this order order 1286 Please advise the next steps. Kind Regards, Hsien Mobile: +61 41 024 8810 Sent from my IPhone On 16 Dec 2025, at 13:05, Hsien W Lou <hsien10111@icloud.com> wrote: Hi there, Could I request a refund - it’s not functioning properly and I can’t erase the notebook pages. Also the box was damaged upon delivery: <image0.jpeg> <image1.jpeg> Kind Regards, Hsien W Lou Mobile: +61 41 024 8810 Sent from my IPhone On 6 Dec 2025, at 20:09, Wavel <no-reply@email.shoplineinfo.com> wrote:  Wavel Order 1286 Wavel order 1286 - Shipment update Hi Hsien W Lou, There's an update on your order's shipment. Click 'Check order details' to find out more, or visit our store to view your order. Check order details Visit store Updated order （ 1 ） <~WRD0002.jpg> Wavel Digital Notebook × 1 Regards, The Wavel team Got questions? We'll do everything we can to make your time with us enjoyable. If you have any questions or feedback, contact us via support@wavel-uk.com. This email was sent by Wavel <~WRD0002.jpg> <mime-attachment>

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：8110867-1286

物流单号：AU0000004282190

店铺：WA-澳洲

产品：智能笔记本

金额：379.0 AUD

物流信息

物流状态：Delivered

最新日期：2025-12-16

更新天数：10天

状态摘要

Delivered | days_update=10 | AU, DELIVERED

查看物流详细信息

Number:  AU0000004282190
Package status:  Delivered (7 Days)
Country:  China -> China
UBI:
2025-12-16 11:18 AU, DELIVERED
2025-12-15 18:40 AU, YOUR PARCEL IS BEING PREPARED FOR DELIVERY
2025-12-15 15:30 AU, HANDOVER TO LASTMAIL CARRIER
2025-12-15 14:10 AU, THE PACKAGE HAS ARRIVED AT THE WAREHOUSE AND BEEN SCANNED.
2025-12-15 14:09 AU, THE PACKAGE IS SCANNED IN THE TRANSIT WAREHOUSE
2025-12-15 12:07 AU, ARRIVED AT FACILITY IN DESTINATION COUNTRY
2025-12-13 07:51 PERTH, AU, COLLECTED FROM AIRPORT TERMINAL
2025-12-12 09:16 AU, IMPORT CUSTOMS CLEARED
2025-12-12 06:52 PERTH, AU, ARRIVED AT DESTINATION AIRPORT
2025-12-11 23:10 HONG KONG, CN, UPLIFTED FROM TRANSSHIPMENT HUB
2025-12-11 17:47 HONG KONG, CN, EXPORT CUSTOMS CLEARED
2025-12-10 05:47 SHENZHEN, CN, ITEM DESPATCHED TO TRANSSHIPMENT HUB
2025-12-09 20:41 SHENZHEN, CN, PROCESSED AT ORIGIN HUB
2025-12-09 20:40 SHENZHEN, CN, RECEIVED SHIPMENT
2025-12-09 20:39 CN, SHIPPING INFORMATION RECEIVED
======================================
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AI历史分析结果

检测语言：未分析

点击"AI历史总结"按钮进行分析

查看原始邮件内容

Hi there, I am writing regarding Order Wavel1286 placed on 05 December 2025 for the Wavel Digital Notebook. The item is not functioning as advertised (I cannot erase the notebook pages). The package also arrived damaged (photos available). I first notified you on 16 December 2025 (when it was delivered) and then 18 December 2025 and requested a refund. Your responses have been delayed multiple times you have stated the same email responses with no return address and have not provided a clear return process or a full-refund commitment as I am still waiting for a return address. Please provide a response by 24 December 2025: 1. the correct return address and return instructions, and 2. written confirmation that you will issue a full refund upon return If I do not receive the above by the deadline, I will proceed immediately with a card issuer dispute/chargeback and lodge complaints with the relevant consumer protection bodies (including a report to the ACCC for awareness). Kind Regards, Hsien On 23 Dec 2025, at 12:08, hsien10111@icloud.com wrote:  Hi, I’ve already replied to this – please see attached email that I have already replied and sent to. I await the refund address and note that the parcel sent was damaged when it arrived to me. Please send me the address, as I would like my refund ASAP. Kind regards, Hsien From: staff3@sachetech.co.uk <staff3@sachetech.co.uk> On Behalf Of wavel-uk.com Sent: Tuesday, 23 December 2025 11:18 AM To: Hsien W Lou <hsien10111@icloud.com> Subject: Re: Order Wavel1286 - REFUND REQUEST Dear Customer, We are committed to resolving your issue and offer the following two solutions: 1. You can keep the item, and we will refund 10% of the order amount. 2. You can return the item and receive a refund (shipping costs are your responsibility). Upon receiving the undamaged item, we will process your refund after deducting applicable handling fees. Important Note: Please do not send any returned items before receiving them at the correct return address we provide. The address on your package is not our return processing address, and sending it to that address may result in the item being lost. Please let us know which option you prefer so that I can further assist you. Sincerely, Mia Hsien W Lou <hsien10111@icloud.com> 于2025年12月18日周四 08:32写道： Hi, Once again following up- per the 14 day return policy. I request a refund for this order order 1286 Please advise the next steps. Kind Regards, Hsien Mobile: +61 41 024 8810 Sent from my IPhone On 16 Dec 2025, at 13:05, Hsien W Lou <hsien10111@icloud.com> wrote: Hi there, Could I request a refund - it’s not functioning properly and I can’t erase the notebook pages. Also the box was damaged upon delivery: <image0.jpeg> <image1.jpeg> Kind Regards, Hsien W Lou Mobile: +61 41 024 8810 Sent from my IPhone On 6 Dec 2025, at 20:09, Wavel <no-reply@email.shoplineinfo.com> wrote:  Wavel Order 1286 Wavel order 1286 - Shipment update Hi Hsien W Lou, There's an update on your order's shipment. Click 'Check order details' to find out more, or visit our store to view your order. Check order details Visit store Updated order （ 1 ） <~WRD0002.jpg> Wavel Digital Notebook × 1 Regards, The Wavel team Got questions? We'll do everything we can to make your time with us enjoyable. If you have any questions or feedback, contact us via support@wavel-uk.com. This email was sent by Wavel <~WRD0002.jpg> <mime-attachment>

类型判断结果

category：售后与退货谈判 (After-Sales & Returns)

secondary_type：争议处理去信 (请求撤销争议)

is_match：true

confidence：0.95

logistics_status_summary：Delivered | days_update=10 | AU, DELIVERED

reasoning：

客户明确表示若未在 deadline 前获得满意回复，将立即发起信用卡发卡行争议/ chargeback，符合该分类的场景（涉及 PayPal/信用卡 Dispute）

发送状态

last_send_status：OK

last_send_at：2025-12-26T14:43:33Z

流水线状态

pipeline_status：

pipeline_at：

英文话术

Dear Hsien W Lou,

I hope this message finds you well. We recently received notification that you've initiated a dispute regarding your order with us, and I want to personally reach out to understand your concerns and find the best solution for you.
First and foremost, I sincerely apologize that your experience didn't meet the high standards we strive for. Your satisfaction is our top priority, and we're genuinely committed to making this right.
Understanding Your Situation
We recognize that initiating a dispute was likely your way of seeking resolution when other channels may not have provided the support you needed. We take full responsibility for any communication gaps or service shortcomings that led to this situation.
How We Can Help You Faster
While the dispute process can take 30-90 days through financial institutions, we'd love the opportunity to resolve this directly with you, which typically allows us to:
? Provide immediate assistance within 24-48 hours
? Offer flexible solutions including full refunds, replacements, or store credit
? Ensure direct communication without third-party delays
? Avoid any additional processing fees that may affect your account
Our Proposed Resolution Process
If you're open to it, here's how we can work together:

Please share your specific concerns - We genuinely want to understand what went wrong
We'll provide an immediate solution tailored to your situation
If you're satisfied with our resolution, we would gratefully ask you to contact your financial institution to withdraw the dispute
We'll process your refund/replacement immediately upon resolution

Your Options (No Pressure)

Full refund if the product didn't meet expectations
Product replacement if there was a quality issue
Store credit with additional value as our apology
Custom solution based on your specific needs

We Respect Your Choice
Please know that regardless of your decision, we harbor no ill will and respect whatever choice you make. Our goal is simply to ensure you feel heard and fairly treated.
Would you be willing to give us this opportunity to make things right? I'm personally committed to resolving this for you and would appreciate the chance to restore your confidence in our service.
You can reach me directly by replying to this email. I'll be monitoring this closely and will respond within 4 hours during business hours.
Thank you for taking the time to read this message, and thank you for originally choosing our company. Regardless of the outcome, we've learned valuable lessons from your feedback that will help us serve future customers better.

Best regards,
Lin

中文话术

Dear Hsien W Lou,

希望您一切安好。我们最近收到通知，您已就订单发起争议。我特此联系您，希望能了解您的顾虑，并为您找到最佳解决方案。
首先，我对您的体验未能达到我们的高标准深表歉意。您的满意是我们的首要任务，我们真心希望能纠正错误。
理解您的情况
我们明白，发起争议可能是在其他渠道未能提供您所需支持时，您寻求解决问题的方式。我们对导致这种情况的任何沟通疏忽或服务缺陷承担全部责任。
我们如何能更快地帮助您
虽然通过金融机构进行的争议流程可能需要 30-90 天，但我们非常希望能有机会直接为您解决问题，这通常使我们能够：
? 在 24-48 小时内提供即时协助
? 提供灵活的解决方案，包括全额退款、换货或商店信用额度
? 确保直接沟通，无第三方延误
? 避免任何可能影响您账户的额外处理费用
我们建议的解决流程
如果您愿意，我们可以这样合作：

请分享您的具体顾虑 - 我们真心想了解哪里出了问题
我们将提供针对您情况的即时解决方案
如果您对我们的解决方案满意，我们会感激地请求您联系您的金融机构撤销争议
我们将在解决后立即处理您的退款/换货

您的选择（无压力）

如果产品未达到预期，全额退款
如果有质量问题，产品换货
作为歉意，提供额外价值的商店信用额度
根据您的具体需求定制解决方案

我们尊重您的选择
请知悉，无论您的决定如何，我们都不会有任何怨言，并尊重您做出的任何选择。我们的目标只是确保您感到被倾听和公平对待。
您愿意给我们这个机会来纠正错误吗？我个人致力于为您解决此事，并希望能有机会恢复您对我们服务的信心。
您可以直接回复此邮件联系我。我会密切关注此事，并在工作时间内 4 小时内回复。
感谢您花时间阅读此信息，也感谢您当初选择我们公司。无论结果如何，我们都从您的反馈中学到了宝贵的经验，这将帮助我们更好地服务未来的客户。

Best regards,
Lin

物流详情