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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

Dear Solvero Customer Service, Thank you for your response. However, I must point out that I purchased this product under the clear impression that Solvero is a UK-based business, as represented on your website (Solvero-uk.com). Under UK consumer law, specifically the Consumer Contracts Regulations 2013, I am entitled to cancel my order within 14 days of delivery and return the goods without unreasonable burden. Your current return policy—requiring shipment to Hong Kong, imposing a 15% handling fee, and making the customer responsible for international shipping—was not clearly disclosed prior to purchase and is inconsistent with UK consumer protection standards. I therefore request: 1. A UK-based return address for the product. 2. A full refund upon return, without additional handling fees or unreasonable conditions. If this is not provided, I will have no choice but to escalate the matter by: • Initiating a Section 75 claim or chargeback through my card issuer. • Reporting the matter to Trading Standards and Action Fraud for investigation. Please confirm the UK return address within 7 days so I can proceed with the return in compliance with UK law. Kind regards, Sarah Order: 1006 Sarah Cox Burlington Media Group T. 0800 014 2445 M. 07979 797 858 On 23 Dec 2025, at 03:37, solvero-uk.com <support@solvero-uk.com> wrote:  Dear customer, We sincerely apologize that our products did not meet your expectations. As we value our customers' shopping experience, we would like to offer you two solutions: 1.A refund of 3% of your order value while keeping the product. 2.Return the item for a refund, with the following conditions: You will be responsible for all shipping costs (both initial delivery and return shipping to Hong Kong) A 15% handling fee will be deducted from the refund The return process takes approximately one month Return shipping costs are approximately £35 (please check with your local post office for exact rates) You must provide tracking information Refund will be processed after we receive the item 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 Please let us know your preferred option so we can provide either the refund or return address. Important: Please wait for our email with the authorized return address before shipping. Do not use the address on the original package, as this is not our returns address. We cannot be responsible for items sent to incorrect addresses. Best regards, Windy Sarah Cox <skoxy1980@hotmail.com<mailto:skoxy1980@hotmail.com>> 于2025年12月18日周四 14:12写道： Hi guys Can I get the returns address please? I note from your website that I only have 14 days to get it back to you. Thanks Sarah Sarah Cox Burlington Media Group T. 0800 014 2445 M. 07979 797 858 On 16 Dec 2025, at 19:58, Sarah Cox <skoxy1980@hotmail.com<mailto:skoxy1980@hotmail.com>> wrote:  Hi May I’ve received my package today. Please can we arrange the return? I won’t unpack it so it stays in perfect condition. Thanks Sarah Sarah Cox Burlington Media Group T. 0800 014 2445 M. 07979 797 858 On 6 Dec 2025, at 05:40, solvero-uk.com<http://solvero-uk.com> <support@solvero-uk.com<mailto:support@solvero-uk.com>> wrote:  Dear, Thank you for your emai. I understand you would like to cancel your order. Since your package has already been shipped, we will attempt to intercept and return it to our warehouse. We'll keep you updated on the status and notify you once we have more information. If the interception is successful, we'll process your refund promptly. If the package cannot be intercepted and is delivered to you, we can arrange for a return and refund process at that time. Thank you for your patience while we work on this. Kind regards, May Sarah Cox <skoxy1980@hotmail.com<mailto:skoxy1980@hotmail.com>> 于2025年12月5日周五 14:33写道： Hi guys On reflection, I’d like to exercise my 48hr cooling off period and cancel this order please. Thanks Sarah Sarah Cox Burlington Media Group T. 0800 014 2445 M. 07979 797 858 Begin forwarded message: From: Solvero <no-reply@mails.shoplinesend.com<mailto:no-reply@mails.shoplinesend.com>> Date: 3 December 2025 at 21:05:21 GMT To: skoxy1980@hotmail.com<mailto:skoxy1980@hotmail.com> Subject: Solvero order confirmed Reply-To: support@solvero-uk.com<mailto:support@solvero-uk.com> Order 1006

保存

订单字段

AI历史分析结果

客户多次沟通退货政策及15%手续费问题。
客服提出两种解决方案：1. 10%退款并保留商品；2. 退货并扣除15%手续费。
客户要求提供香港退货地址。

您已提供30%的退款。
请提供退货地址。

Sarah Cox
Burlington Media Group

类型判断结果

客户已拒绝公司提出的方案 A（3%退款或含费用的退货），现要求更优的退货条件（英国地址、无手续费），处于退货谈判的第二轮阶段，符合方案 B 的适用场景

发送状态

流水线状态

Dear Sarah Hill,

We're committed to resolving your concern and would like to offer two solutions:

1.We can refund 10% of your order amount while you keep the product.
2.You can return the item for a refund (shipping cost will be at your expense). Once we receive the undamaged product, we'll process your refund minus any applicable handling fees.

Important Note: Please don't send any returns until we provide the correct return address. The address on your package is not our returns facility - sending items there may result in loss.
Please let me know which option you prefer so I can assist you further.

Best regards,
Lin

Dear Sarah Hill,

我们致力于解决您的问题，并愿意为您提供两种解决方案：
1.您可以选择保留商品，同时我们将在您所购订单金额中退还 10% 的款项。2.您可以将商品退回以获得退款（运费需由您承担）。一旦我们收到未损坏的商品，我们将扣除任何相关的手续费后为您办理退款。
重要提示：在我们提供正确的退货地址之前，请不要寄回任何商品。您包裹上的地址并非我们的退货服务地址——将商品寄往该地址可能会导致物品丢失。
请告知我您更倾向于哪种方式，以便我为您提供进一步的帮助。

Best regards,
Lin