Trouble Response Templates
Damaged items, late shipping, missing packages — the polite Japanese phrases for handling problems without escalation.
When something goes wrong, Japanese conflict resolution emphasizes maintaining 和 (harmony) and offering apologies before solutions. Reacting the wrong way — even if you're right — escalates fast. The right phrases de-escalate, fix the issue, and often preserve a positive rating.
When buyer reports damaged item
First message you should send. Apologize first, ask for evidence second, propose solution third.
ご連絡ありがとうございます。 商品に不具合があり、大変申し訳ございません。 お手数ですが、状態が分かる写真を送っていただけますでしょうか。 対応を検討させていただきます。
| What it means | Thank you for letting me know. I'm very sorry there's a problem with the item. Sorry for the trouble, but could you send photos showing the condition? I'll consider how to handle this. |
| When to send | First reply within 4 hours of receiving damage report. |
| Tone | Apologize even if it's not your fault. Asking for photos isn't questioning their honesty — it's standard procedure. |
Offering a partial refund or full return
After seeing photos, propose a solution. Two common patterns:
写真を確認いたしました。 大変申し訳ございません。 一部返金で対応させていただければと思いますが、○○○円のご返金でいかがでしょうか。 ご検討よろしくお願いいたします。
| What it means | I've confirmed the photos. I'm very sorry. I'd like to offer a partial refund — would (amount) yen be acceptable? Please consider this. |
| When to send | When damage is minor and item is still usable. |
| Tone | Specific number is better than vague. Replace ○○○ with the partial refund amount. |
写真を確認いたしました。 大変申し訳ございません。 商品を返送していただき、全額返金とさせていただきたく存じます。 返送料は当方で負担いたします。
| What it means | I've confirmed the photos. I'm very sorry. I'd like to ask you to return the item for a full refund. I'll cover the return shipping cost. |
| When to send | When damage is severe or item is unusable. |
| Tone | Offering to cover return shipping is the polite gesture that prevents bad ratings. |
Japanese resolution culture penalizes the person who escalates first — even if they're correct. If a buyer claims damage you don't believe, ask for photos politely. If photos don't match the claim, propose a small partial refund anyway. Fighting over ¥500 to win a dispute often costs you a 5-star rating worth far more.
When the package is missing
らくらくメルカリ便 and ゆうパケット have tracking. When the tracking shows delivered but buyer says they didn't receive it, here's the response.
ご連絡ありがとうございます。 配達が完了しているとの追跡情報になっておりますが、お手元に届いていないとのこと、大変申し訳ございません。 お住まいの郵便局またはヤマト営業所にお問い合わせいただけますでしょうか。 こちらでも確認いたします。
| What it means | Thank you for letting me know. The tracking shows delivery is complete, but I'm very sorry to hear it hasn't reached you. Could you contact your local post office or Yamato office? I'll also check on my end. |
| When to send | When tracking shows delivered but buyer claims non-receipt. |
| Tone | Don't say 'the tracking proves it' even if it does. Ask them to investigate locally first — items often arrive at neighbors or get marked delivered prematurely. |
When you accidentally shipped the wrong item
Rare but happens with multi-listing sellers. Acknowledge fully and offer immediate solution.
この度は当方の発送ミスにより、ご迷惑をおかけし大変申し訳ございません。 正しい商品をすぐに発送いたします。 お手元の商品については、着払いで返送をお願いできますでしょうか。 ご不便をおかけし、本当に申し訳ございません。
| What it means | I deeply apologize for the trouble caused by my shipping mistake. I'll send the correct item immediately. Could you send the wrong item back with shipping charged to me? I'm truly sorry for the inconvenience. |
| When to send | As soon as you realize the mistake. |
| Tone | Repeat the apology twice. 'Charging shipping to you' (着払い) is the polite norm — never make the buyer pay for your mistake. |