电话对口语和听力的要求太高了。live chat倒是一个比较常用的且方便的沟通方式。
下面整理一些模板：

1  询问砍单原因。
Hi there.
I have an order (Ｎo.订单号）, which was placed on (订单日期). It wan cancelled without notifying me. May I know the reason?

2 取消订单。
Hi there.
I have an order (Ｎo.订单号）, which was placed on (订单日期). I don't think the color is suit for me.(不想要的理由，可以委婉一些。) Ｍay I ask you to cancel the order and pay the money back to me? Thanks.

3 要求合箱。
Hi there.
I have an order (Ｎo.订单号）, which was placed on (订单日期).  And another order (订单号), which was placed on （订单日期）. Could you please sent all items of these two orders in a single package. Please do not deliver them separately. Thank you.

4 更改收货地址。
Hi there.
I have an order (Ｎo.订单号）, which was placed on (订单日期). Could you please help me to change the shipping address to a new one? The informations about the new shipping address are following: (新地址) 
Thank you.