以下是客戶服人員與客戶溝通改變快遞方式或者拆分訂單的示例郵件。
sample
dear sir / madam,
we are afraid that the order you placed today might not enjoy our free-shipping service, because it weighs x x kg in total, heavier than the required 2 kg. so sorry for the problem.
but we have worked out two possible solutions to the problem. if you still want the free-shipping service, you can re-select all the items, add them to the cart, and then place several orders, instead of one. make sure that the weight of each order, including the package, is not more than 2 kg. if you do not want to place several orders, we would like to introduce the x x x shipping service, which is available to your current order, low-priced and fast.
please let us know your final decision. it will be greatly appreciated if you could understand us.thank you.
best regards!
(your name)
參考譯文：
親愛的先生/女士：
您今天所下的訂單恐怕無法享受我們的免郵服務(wù)，因為它的總重量是xx kg，超過了規(guī)定的 2kg。對此我們深感抱歉。
但我們已經(jīng)設(shè)計出兩個可行的解決方案。如果您仍然想享受免郵服務(wù)，可以重新選擇貨物，添加到購物車，然后分幾個訂單下單，不要只下一個訂單，確保每個訂單(包括包裝)的重量不超過2kg。如果您不想下幾個訂單，我們想向您推薦xxx運輸服務(wù)，這項服務(wù)適合您目前所下的訂樨撫兜，而且價格低廉，速度快。
請您將最后的決定告訴我們。如果能得到您的理解，我們將萬分感激。謝謝您的惠顧。
祝好！
(你的名字)