Thank you for reaching out. I'd love to help you resolve this, but I'm having a bit of trouble locating your order in our system using this name and email address. Could you please let me know any alternate email addresses or spelling / shortening of your name that you may have used to place your order?
Or, the best way for me to look it up would be if you knew the actual order number. It would have been listed in the confirmation email we sent from [email protected] immediately after you placed your order.

Thank you for reaching out. I'd love to help you resolve this, but I'm having a bit of trouble locating your order in our system using this name and email address. Could you please let me know any alternate email addresses or spelling / shortening of your name that you may have used to place your order?
谢谢你的联络，我非常愿意帮你解决这个问题，但是我有一点麻烦，我用你的名字和邮箱地址找不到订单信息。你能提供当时下单的邮箱地址或者名字？
Or, the best way for me to look it up would be if you knew the actual order number. It would have been listed in the confirmation email we sent from [email protected] immediately after you placed your order.
或者最好的方式是如果你能提供订单号码。这个号码从发[email protected]送到当时确认下单的邮箱。