If you want to offer quality service you will need to "Kill your costumer with kindness”.

Here are some great templates that you can use:

Hi (buyer name),

Thank you very much for your purchase!

We appreciate your quick payment. We left Positive feedback for you.

We are preparing your item for shipping and we will update you as soon as possible with the tracking number.

Thanks for shopping at (your store name), we appreciate your business and look forward to seeing you again soon.

Have a nice day (:

Sincerely.

(Your name)

Vice President, Customer Service

Good news, (buyer name). Your order shipped on 01/04/20.

Your shipment is on the way and it will get to you in X business days.

We've included tracking information, so you can easily follow its progress.

Please note that it may take up to 24 hours for your tracking data to appear on the carrier's website.

We hope you enjoy your purchase and thank you again for shopping at (your store name).

Please leave us 5 stars rating and positive feedback on eBay if you enjoyed the item.

Sincerely,

(your name)

Vice President, Customer Service

Hi (buyer name),

Thank you for contacting us!

We ship internationally with eBay global shipping program.

Please proceed to check out and you will see the shipping cost. Please make sure your address is correct.

If there is anything else we can help you with please contact us and we will be glad to assist.

Yours,

(your name)

Vice President, Customer Service

Hi (buyer name),

Thank you for purchasing from (your store name)!

I am sorry to inform you, but when your order was processed we found a defect in your product and we didn't want to send you a defected item.

That is why I had to refund your payment. In the meantime, please don't order this item until I'll have all the answers from the manufacturer as it was sent for further inspection.

If you decide not to repurchase the item, I will understand.

Again, I am sorry about this issue please accept my apology for that. As I consider my client's satisfaction first priority, the feedback you give means a lot to me and I hope you understand the situation.

Please let me know if there are any other issues I can help you with.

Thank you!

Sincerely,

(your name)

Vice President, Customer Service

Hi (buyer name), How are you?

Thank you for your purchase.

I am sorry to let you know, but when your order was processed we found a defect in your product and we didn't want to send you a defected item.

I'm now thinking about how to compensate you.

What do you think?

Do you prefer to cancel the order? Or I also sell another version of this doll at a much cheaper price, and I'll give you a refund for the difference.

(Link for the alternative item)

Please let me know what you prefer.

Sincerely,

(your name)

Vice President, Customer Service

If you have any more question regarding this or anything else, don't hesitate to contact us in the chat 👍