加拿大外贸
这个客人从头到出货前都还算顺利的。人也很好说话。 但是我找了一家不给力的工厂，客人让我全额退款等等费用啊！！！客人的后期要求很高。他一个一个挑产品，说符合他要求的产品只有2.6%， 这个就导致完全不被接受了，还列举了多少空运费，多少人工挑选费，多少。。。。怎么办好呢？ 我这边能给予的折扣啊或者措施都给他了，他越来越过分，要求连空运费和挑选费都由我来承担。
虽然工厂不怎么给力，是个小作坊，但是我去验货的时候，没有客人所说只有2.6%的合格率。
客人的钱已经全部收到。 工厂的余款至今未付。 两边我都要商讨措施。
工厂态度：愿意全额退款，但是所有运费由我们负责
客人态度：让我们退还所有货款及运费，人工挑选费。
总金额3010美金，加上1290美金空运费，1000美金挑选费
头大啊！！！！就算这个客人已经80%以上做死了，但是还是希望给他们一个好一点的态度，没想到越来越过分。
客人邮件
We have made a piecemeal control of your Frisbees delivery with the following results:
- Delivered 8000pcs
- Well printed 210pcs (2.6%)
- Bad printed 7790pcs (97.4%) (see pictures enclosed)
We have invested more than 40 hours of work for checking and re-packing your damaged
and bad printed Frisbees (see picture 0171.JPG enclosed)
Our customer who is selling high quality products is not willing to distribute your inferior
printed and partly damaged items that were intended for promotion. He totally refuses
to accept such goods nor does he want any re-delivery for fear of another catastrophic
repetition.
In the circumstances we claim from you:
- USD 3010.00 being value of goods paid
- USD 1920.00 airfreight costs paid
- USD 1000.00 being cost of sorting out
- USD 5930.00 total amount due to be refunded to PLUMOR AG
Kindly remit the amount of USD 5930.00 to our company account that reads to our bank
For your information: the faulty delivery is kept at your disposal. We expect your detailed
instructions where to and how to return the defective goods. Your early instructions are
awaited.
收到客人如此邮件，无奈之余，觉得客人有点过分了，虽然他觉得货物不好心里会很不爽，但不能这么咄咄逼人得寸进尺，是不？
我回复如下
Dear,
Pls see our solution in below red color, thanks.
In the circumstances we claim from you:
- USD 3010.00 being value of goods paid OK, will return to you -
- USD 1920.00 airfreight costs paid sorry, can’t accept
We’re not responsible for this airfreight fee, also pls send back the products to us before refund, and the freight is also at your side, I’m afraid.
- USD 1000.00 being cost of sorting out sorry, can’t accept
- USD 3010.00 total amount due to be refunded to PLUMOR AG
For your information: the faulty delivery is kept at your disposal. We expect your detailed
instructions where to and how to return the defective goods. Your early instructions are
awaited.
As we said in last email, our side only bear what the problem is, now, the real problem is not the firsbee itself, as you claimed for the bad quality, I’m sorry again to cause such troubles, but I need to explain that due to urgent delivery, we have very very little time to release the printing to be enough dry, when the print just finished, we dry it for half of standard drying time, and put it into packing bags bcs your needed time is too hurry and the plane is confirmed already. You can see, most of the printing is erased from the surface, which showed that it is caused by the rubbing with packing bags during transportation. Remember I took pics to you before delivery, the printing is approved by you, right? So it is the hurry time and rubbing cause such bad effect when you received them.
I’m very sorry such unexpected thing happened, now our side agree to pay the fribee cost, but other claim you request is not reasonable bcs it is not us to cause such problem! I hope your side consider the problem and give us a reasonable request.
Tks&Brgds
这封邮件之后，客人立马就回复了一封邮件，大致意思是愿意接受我们的要求，但是不同意退货时产生的运费。或者给我们另一条路，发400pcs还给我，运费还是由我方支付。
仔细分析了一下，我们这边能承担的只有退货款，坚决不能承担这之外的任何费用，工厂也是同样的态度。 由此，我写了一下邮件给客人，希望到此能有一个结果。
Sorry, we plan to return the whole cost of Frisbee, our side gave you responsibility to return the payment, but this payment never includes freight. And if we receive 400 pcs, we will return to you 400pcs cost! As you know for this order, our factory agreed to return the funds to you, but please send whole 8000pcs back to us, that we could repair and save cost for us, not lose too much on it, otherwise, sorry we will not accept to return USD3010 in 400pcs. And the return freight is on your side! Any charge raised regarding the freight will be deducted from the returning funds
Best regards!
希望会有一个明确的结果出来。
[ 本帖最后由 Elaine叶 于 2012-1-18 17:24 编辑 ]
评论
没戏了，都到这个份上，只能放弃这个客户了，估计就算这次全退了，他也不会跟你合作了
评论
安慰你一下，两边好好商量。
评论
我也没打算跟这个客人再次合作。 只是毕竟是做了生意的，售后服务还是要做到位。 就算以后一点也没有机会了，但是总归做了自己该做的。
现在我要说服客人同意退货，运费他承担。 不然无法全额退款。
评论
这种带有争议性的纠纷很难说谁是谁非。不过一个妥善的处理方案，当然前提是买卖双方都可以接受的，未必没有下一次合作。态度决定一切。
评论
客人的邮件写的很明确，我可以贴出来给大家看一下。
我要先赔偿客人所有损失，包括空运费，他们挑选产品的人工费， 我才有权利支配我那批货是否退还， 并且如果要退还，我必须自己承担运费。
当然，这种情况，我肯定是无法接受的。 我承认这批货的印刷是印刷厂没弄好，之前我已经提醒过他。 这批货的印刷是可以重复印的，货物本身并没有太多问题，除了印刷。 我之前愿意承担印刷损失
评论
不用理会这个客户了，以后绝对不会再有合作，这么小的订单还这么挑剔，就算能合作也赚不到利润
评论
你们自己验货的时候 有没有检验出什么问题，如果没有什么问题，那就据理力争，不给他退。
如果你们验货就发现这种问题，那就是你们自己的责任，2万多RMB的货值何必要把名气做臭，至于那个人工费，对方提出来的不合理，太高，而且是没有经过我们同意下检验所付出的费用，没必要承担。
如果是真有那么大问题，依我看就按照淘宝网上面的原则，货退回来货款退给客户，运费由你们自己承担。产品推给供应商。你们自己要认真检讨总结经验教训，跟客户主动认错请求他们的原谅。
评论
我这边处理态度跟你一样。
验货时确实发现印刷有问题，也跟客人进行了沟通，客人给了我几天时间来返工，但是在规定日期前必须交货。 我查看了客人的照片，不少产品因为印刷没有干透导致了印刷不整齐。
我回了一个邮件，帮我看一下
评论
Dear,
Pls see our solution in below red color, thanks.
In the circumstances we claim from you:
- USD 3010.00 being value of goods paid OK, will return to you -
- USD 1920.00 airfreight costs paid sorry, can’t accept
We’re not responsible for this airfreight fee, also pls send back the products to us before refund, and the freight is also at your side, I’m afraid.
- USD 1000.00 being cost of sorting out sorry, can’t accept
- USD 3010.00 total amount due to be refunded to PLUMOR AG
For your information: the faulty delivery is kept at your disposal. We expect your detailed
instructions where to and how to return the defective goods. Your early instructions are
awaited.
As we said in last email, our side only bear what the problem is, now, the real problem is not the firsbee itself, as you claimed for the bad quality, I’m sorry again to cause such troubles, but I need to explain that due to urgent delivery, we have very very little time to release the printing to be enough dry, when the print just finished, we dry it for half of standard drying time, and put it into packing bags bcs your needed time is too hurry and the plane is confirmed already. You can see, most of the printing is erased from the surface, which showed that it is caused by the rubbing with packing bags during transportation. Remember I took pics to you before delivery, the printing is approved by you, right? So it is the hurry time and rubbing cause such bad effect when you received them.
I’m very sorry such unexpected thing happened, now our side agree to pay the fribee cost, but other claim you request is not reasonable bcs it is not us to cause such problem! I hope your side consider the problem and give us a reasonable request.
Tks&Brgds
[ 本帖最后由 Elaine叶 于 2012-1-18 14:25 编辑 ]
评论
依我看你要给他2种解决办法，第一，他如果能在当地把印刷处理掉重新印刷处理的尽量当地处理，请他把当地的费用报给你参考下，如果是可接受的范围内那你们就退那些钱给他们。就那么点东西其实海运空运都不上算，还有麻烦的海关处理手续。如果OK 就直接给他退点钱就完事了。 第二， 如果他坚持要退货，你让对方把退货的海运费报给你先，然后你自己衡量下再给客户回复。
评论
来保税区返修就可，免中检审批征税！
评论
合作是没戏了，能少退就少退
评论
新人觉得楼主处理地很合理
评论
再次合作几乎不可能了，不过楼主做事责任心得赞一个
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