由于跨境物流時間長、運輸路途遙遠，貨物很容易在運輸過程中受潮、霉變、污損、銹蝕等，或在貨物裝卸過程中，因野蠻搬運或其他因素而導致貨物殘損，使客戶在簽收貨物后發(fā)起投訴。

遇到這種情況，如果不是公司貨物包裝造成的，客服人員應首先給子誠墊的歉意，接著用禮貌的語言給客戶解釋貨物破損是物流運輸造成的，然后表示可以給出一定金額作為彌補客戶的損失，請求客戶諒解并取消糾紛申請。

具體可以參考下列范文。

范文Hi XXX,I am so sorry for the goods damaged during delivery. Our products are in high quality and strict inspection before shipping. However, the goods in transportation is really out of control.We will pay more attention to transportation and packing.As a gesture of goodwill, we give you a refund $ 5 as a compensation.Hope you cancel the dispute. Because it's affecting so badly to my store.Thanks for your kind understanding.Have a nice day.范文Dear XXX,Due to circumstances beyond our control, we feel deeply sorry that the goods was damaged by rough handling. We will forward this serious issue to the courier and will urge them to improve the rough handling problem. However, it would be difficult for us to accept your request of a full refund, as obviously it's the carrier's fault.But since you are our esteemed customer, we will give you $ 5 to make up some of your loses. We sincerely hope you will understand that both of us are the victims from this delivery problem.Please cancel the dispute. as it's hurting badly to our store. Thank you for your kind understanding.Best wishes.范文Dear XXX,We are very sorry for the damage of the goods. We have carefully inspected the goods and packaged them with strong materials before shipment. Would you please close the dispute if we resend the goods to you with a much more secured wrapping? Please reply to us ASAP.We would love to solve this problem at your best interest.Thank you so much. Looking forward to your earliest reply.Have a good day.如果發(fā)現貨物的破損是因賣家在包裝時沒有使用牢固的材料包裝而造成的，那么，賣家需要接受客戶提出的退款要求，并給予賠償。

具體可以參考下列范文。