Writing Letters to American Online Stores

When shopping on English-language websites such as eBay, Amazon or a million other online stores, it is not necessary to know English at all. Product descriptions can be easily translated using an automatic translator. And correspondence with sellers usually comes down to a set of standard phrases, which we offer you in this article.

Recommendations for Writing Letters

Politeness never hurts in any situation. Always try to start your message with a greeting and end with a farewell and signature.
There should always be specifics in the letter. Remember that the people you are contacting usually have more than just you as a client. Therefore, always indicate the lot number (in the case of eBay), the internal item number in the online store, or at worst just insert a link to the item.
If your English is not perfect, use simple sentence constructions. This way you will definitely be understood.
Disrespect, rudeness, insolence, and threats never bring any benefit. It is not in your interest, because everything can change. For example, on eBay rudeness and insults are punishable, and for threats a user's account may be blocked.
Try to make the letter well-reasoned. Do not make unsubstantiated statements, assertions, or unfounded demands. Support everything written with facts and photos.

Well, and of course, templates of standard messages, which will be quite sufficient for correspondence with sellers.

Standard Phrases

Russian	English
Dear Seller	Dear Seller
Dear Sir / madame	Dear Sir / madame
I have won item(s)	I have won item(s)
I have bought an item(s)	I have bought an item(s)
Best Regards	Best Regards
Kind Regards	Kind Regards
I'm really sorry	I'm really sorry
Great	Great
I have already purchased items on eBay and I have good feedbacks in my profile, as you can see	I have already purchased items on eBay and I have good feedbacks in my profile, as you can see
I tried to contact with you, but I haven’t got any reply	I tried to contact with you, but I haven’t got any reply

Questions About the Item Being Purchased

Payment for the Item

Russian	English
I have purchased the following item(s): #. I kindly ask you send me general invoice. Delivery via USPS EMS (USPS Priority, Royal Mail).	I have purchased the following item(s): #. I kindly ask you send me general invoice. Delivery via USPS EMS (USPS Priority, Royal Mail).
I have purchased the following item(s): #. I kindly ask you to unite them into one parcel and send me general invoice.	I have purchased the following item(s): #. I kindly ask you to unite them into one parcel and send me general invoice.
I have purchased an item # , and I have not paid for it yet, because I’m going to purchase another item #. Could you please put off the payment, and if I win the item # , unite all the items into one parcel and send to me total invoice?	I have purchased an item # , and I have not paid for it yet, because I’m going to purchase another item #. Could you please put off the payment, and if I win the item # , unite all the items into one parcel and send to me total invoice?
Unfortunately, I have some problems with payment, can I ask for a delay for ... days?	Unfortunately, I have some problems with payment, can I ask for a delay for ... days?
Unfortunately, I cannot send the payment. Please, send me the identifier of your PayPal in order that I could send money directly from my account.	Unfortunately, I cannot send the payment. Please, send me the identifier of your PayPal in order that I could send money directly from my account.
Is it possible to pay in a different way than PayPal?	Is it possible to pay in a different way than PayPal?
Can I pay via (international bank transfer, PayPal)?	Can I pay via (international bank transfer, PayPal)?
Could you send me please bank account information?	Could you send me please bank account information?
The VAT value needs to be refunded to my Paypal (credit card) account.	The VAT value needs to be refunded to my Paypal (credit card) account.
I can’t pay for the purchase via PayPal, because this payment system does not work with citizens of my country.	I can’t pay for the purchase via PayPal, because this payment system does not work with citizens of my country.

Shipping. Insurance. Customs

Cancellation of the Transaction

Russian	English
If you like, we can cancel our deal.	If you like, we can cancel our deal.
I have purchase an item from your but I did it by mistake. I kindly ask you: not to complete this transaction (I guarantee positive feedback) to send me a request for transaction cancel I'm ready to compensate your eBay fees	I have purchase an item from your but I did it by mistake. I kindly ask you: not to complete this transaction (I guarantee positive feedback) to send me a request for transaction cancel I'm ready to compensate your eBay fees

Item Not Received or Does Not Match the Description

Disputes and Returns

Russian	English
You have promised me full (partial) refund of money for item(s) purchased from you, but you have not done it yet. Can I ask you why? When do you do the refund?	You have promised me full (partial) refund of money for item(s) purchased from you, but you have not done it yet. Can I ask you why? When do you do the refund?
I have to give you a negative feedback because I haven’t received the item(s) yet (the delivered item doesn’t not correspond with description).	I have to give you a negative feedback because I haven’t received the item(s) yet (the delivered item doesn’t not correspond with description).
Do you guarantee the compensation of the return cost in case the item doesn’t correspond with description?	Do you guarantee the compensation of the return cost in case the item doesn’t correspond with description?
I have purchased the item, paid for it via PayPal, but I haven’t received it yet.	I have purchased the item, paid for it via PayPal, but I haven’t received it yet.
Please refund me in full asap.	Please refund me in full asap.
The item delivered to me doesn’t correspond with description (it’s broken), but it’s too expensive to send it back to you. Can I ask for a partial (full) refund of money to my PayPal account?	The item delivered to me doesn’t correspond with description (it’s broken), but it’s too expensive to send it back to you. Can I ask for a partial (full) refund of money to my PayPal account?

Russian	English
I kindly ask you to send me a few additional photos of this item. It is desirable to send photos in high resolution.	I kindly ask you to send me a few additional photos of this item. It is desirable to send photos in high resolution.
Could you please give me more information about this item?	Could you please give me more information about this item?
Where was this item bought?	Where was this item bought?
When was this item purchased?	When was this item purchased?
What is the state of this item?	What is the state of this item?
Why have you decided to sell this item?	Why have you decided to sell this item?
In what country was this item produced?	In what country was this item produced?
Do you have a document that confirms the date and the place of this item purchase (cashier’s receipt / bill)?	Do you have a document that confirms the date and the place of this item purchase (cashier’s receipt / bill)?
Do you have a warranty service coupon for this item? Could you please send me the copy of it?	Do you have a warranty service coupon for this item? Could you please send me the copy of it?
Do you provide a charger?	Do you provide a charger?
Please, send me the photos of information label of this item, from which I could find out the country-producer / structure of the fabric / size / the power unit specification /serial number.	Please, send me the photos of information label of this item, from which I could find out the country-producer / structure of the fabric / size / the power unit specification /serial number.
Was this item laundered or dry-cleaned?	Was this item laundered or dry-cleaned?
Have you taken this item to the atelier / to the workshop for repair / alteration to the body (height)?	Have you taken this item to the atelier / to the workshop for repair / alteration to the body (height)?
Is this item made of leather or of leatherette?	Is this item made of leather or of leatherette?
Is this item entirely made of leather or there are insets of leatherette / fabric?	Is this item entirely made of leather or there are insets of leatherette / fabric?
Does this item have visible / hidden defects?	Does this item have visible / hidden defects?
Could you please measure the length of the insole?	Could you please measure the length of the insole?
How long was this item in use (used)?	How long was this item in use (used)?
How would you evaluate condition of this item in ten-point system (0 - terribly, 10 - irreproachably)?	How would you evaluate condition of this item in ten-point system (0 - terribly, 10 - irreproachably)?
Is this item absolutely new with tags / labels / stickers in manufacturer’s box?	Is this item absolutely new with tags / labels / stickers in manufacturer’s box?
Is the power unit of this devi с e rated at 110 or 220 volts? Or is it universal 110-220V?	Is the power unit of this devi с e rated at 110 or 220 volts? Or is it universal 110-220V?
Is this device supplied with a plug of European or US standard?	Is this device supplied with a plug of European or US standard?
How long was this device used?	How long was this device used?

Russian	English
I'm interested in purchasing your item(s), but I see that you don’t send them to the countries I live in (Russia, Ukraine). Can you make an exception for me and send me the item(s) via USPS EMS (USPS Priority, Royal Mail)?	I'm interested in purchasing your item(s), but I see that you don’t send them to the countries I live in (Russia, Ukraine). Can you make an exception for me and send me the item(s) via USPS EMS (USPS Priority, Royal Mail)?
I would like to ask you to send the parcel via USPS EMS (USPS Priority, Royal Mail).	I would like to ask you to send the parcel via USPS EMS (USPS Priority, Royal Mail).
I'm interested in purchasing of your item(s), but the way of delivery you suggest isn’t convenient for me because: it's too expensive the customs duties are too high the delivery will take too much time it's too unreliable	I'm interested in purchasing of your item(s), but the way of delivery you suggest isn’t convenient for me because: it's too expensive the customs duties are too high the delivery will take too much time it's too unreliable
Could you please send this item(s) to Russia (Ukraine, Kazakhstan, Belarus) via USPS EMS (USPS Priority, Royal Mail)?	Could you please send this item(s) to Russia (Ukraine, Kazakhstan, Belarus) via USPS EMS (USPS Priority, Royal Mail)?
Please, pack up the purchased item(s) good. I’m ready to pay for it additionally.	Please, pack up the purchased item(s) good. I’m ready to pay for it additionally.
I have purchased next item(s) from you ... Please let me know if you have already sent the parcel.	I have purchased next item(s) from you ... Please let me know if you have already sent the parcel.
Please, let me know the total cost including delivery to Russia (Ukraine, Kazakhstan, Belarus) via USPS EMS (USPS Priority Mail, Royal Mail) and insurance.	Please, let me know the total cost including delivery to Russia (Ukraine, Kazakhstan, Belarus) via USPS EMS (USPS Priority Mail, Royal Mail) and insurance.
Could you please tell me the date when the parcel was sent?	Could you please tell me the date when the parcel was sent?
Please, send me the tracking number.	Please, send me the tracking number.
Unfortunately, I haven’t got sent item(s) yet.	Unfortunately, I haven’t got sent item(s) yet.
I would like to initiate a parcel search, but I need the scan-copies of the cheque of shipment and customs declaration CP22/23.	I would like to initiate a parcel search, but I need the scan-copies of the cheque of shipment and customs declaration CP22/23.
I kindly ask you to specify in the customs declaration the following value of a parcel: ... $	I kindly ask you to specify in the customs declaration the following value of a parcel: ... $
Please, take all the stickers, labels, and price tags off and send me the item as "used".	Please, take all the stickers, labels, and price tags off and send me the item as "used".
Is it possible to insure the parcel additionally? To the amount of ... $	Is it possible to insure the parcel additionally? To the amount of ... $
I still haven’t got the sent parcel. Could you please initiate the search and insurance compensation?	I still haven’t got the sent parcel. Could you please initiate the search and insurance compensation?
This will help to avoid duties.	This will help to avoid duties.