補寄還是退款？
Dear Li Wei,
親愛的李維先生：
We are truly sorry for the significant delay with your order.
對於您的訂單出現嚴重延誤，我們深感抱歉。
sincerely apologize to sb. for sth.因某事向某人誠心道歉significant(adj.)重大的、顯著的
We understand how frustrating and disappointing it must be to have waited more than 14 days for your package, especially after the tracking showed it had already left our warehouse.
我們理解超過14天仍未收到包裹的心情有多麼令人沮喪與失望，尤其追蹤資訊顯示貨件早已離開倉庫。
frustrating(adj.)令人沮喪的、令人挫折的／frustrated(adj.)感到沮喪的、不得志的let sb. down使某人失望be disappointed in sb.對某人失望
This is not the service level we aim to provide, and we take full responsibility for this inconvenience.
這並非我們希望提供的服務水準，我們願為此不便承擔全部責任。
level(n.)水準、水平aim to VR目標是做～provide sb. with sth.提供某人某物=provide sth. to ／for sb.take full responsibility for... 為⋯⋯承擔全部責任
We have immediately escalated your case (Order NS-784392) and are actively working with our logistics partner to locate your shipment.
我們已立即將您的案件（訂單NS-784392）升級為優先處理，並正積極與物流合作夥伴聯繫追查貨件下落。
escalate(v.)使升級escalator(n.)手扶梯logistics(n.)物流locate(v.)找出位置
While we continue the investigation, we would like to resolve this for you as quickly as possible. Please choose one of the following options:
在持續調查的同時，我們希望能盡快為您解決此問題。請選擇以下其中一個選項：
investigate(v.)調查look／probe into sth.調查某事launch an investigation into sth.對～展開調查resolve(v.)解決、處理
1. Replacement – We will ship a new identical order to you immediately with expedited shipping at no additional cost.
1. 補寄 – 我們將立即以加急配送方式為您重新寄送相同商品，且不收取任何費用。
replace A with B用B取代Aidentical(adj.)完全相同的be identical to sth.和～雷同expedite(v.)加速accelerate(v.)加速=speed up
2. Full Refund – We will process a 100% refund to your original payment method within 24 hours.
2. 全額退款 – 我們將於24小時內透過原付款方式為您辦理全額退款。
refund(n.)退款
Please reply with your preferred option (1 or 2), and we will proceed immediately without further delay.
請回覆您偏好的選項（1或2），我們將立即處理，絕不拖延。
reply to sb.回覆某人alternative(n.)選項have no option but to do sth.別無選擇做某事proceed(v.)持續進行、前往
We deeply regret this situation and appreciate your patience while we resolve it. Your satisfaction is our top priority, and we will do everything possible to make this right.
我們對此事深感遺憾，也感謝您在此期間的耐心。我們非常重視您的滿意度，將竭盡全力妥善處理此事。
regret(v.)後悔、遺憾regret V-ing後悔做某事regret to VR遺憾～resolve(v.)解決／resolution(n.)解決方法top priority 第一要務、首要任務、最優先考慮的事項do one’s utmost盡力=do one’s level best
Thank you for your understanding.
感謝您的理解。
Sincerely,
此致，
Lucas Reed
盧卡斯·里德
Customer Service Representative
客戶服務專員
representative(n.)代表
NaturaCore Health
自然核心生醫