Chinese Vocabulary for: Customer service chat
Customer service chat in Mandarin—whether on Taobao, JD, or a bank app—uses a set of standard phrases. This page gives you the vocabulary and sentences you need to describe a problem, ask for a refund, or get tracking info. The content is aimed at A2–B2 and HSK 3–6, so you get real-life language from live chat and bots. Use example sentences and spaced repetition so you can handle customer service in Mandarin with confidence.
When you'd use this
Use this when chatting with customer service: describing an issue, asking for a refund or exchange, or asking about delivery status.
Key vocabulary
- 客服kè fú• customer service
- 订单dìng dān• order
- 退款tuì kuǎn• refund
- 换货huàn huò• exchange
- 物流wù liú• logistics / delivery
- 快递kuài dì• express delivery
- 发货fā huò• to ship
- 收到shōu dào• received
- 有问题yǒu wèn tí• there's a problem
- 联系lián xì• to contact
- 回复huí fù• to reply
- 稍等shāo děng• please wait
- 处理chǔ lǐ• to process / handle
- 投诉tóu sù• to complain
Example sentences
我的订单有问题。
Wǒ de dìng dān yǒu wèn tí.
There's a problem with my order.
可以退款吗？
Kě yǐ tuì kuǎn ma?
Can I get a refund?
什么时候发货？
Shén me shí hou fā huò?
When will it ship?
物流到哪了？
Wù liú dào nǎ le?
Where is the delivery?
请稍等，我帮您查一下。
Qǐng shāo děng, wǒ bāng nín chá yī xià.
Please wait, I'll check for you.
我们会尽快处理。
Wǒ men huì jǐn kuài chǔ lǐ.
We'll handle it as soon as possible.
Common mistakes / natural phrasing
'客服' is customer service. '订单' is order. '退款' is refund; '换货' is exchange. '物流' and '快递' both relate to delivery; '物流' is often used for tracking. '稍等' is 'please wait' in chat. '处理' is 'handle' or 'process.'
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