加拿大外贸
我家客户投诉标签贴错啦,问我们是退货由我们自己返工还是让他们返工,我们支付相应的返工费.其它这个错误是客户国内办事处确认错的.不全是我们的责任.对方办事处人员让我们吃死猫,将费用减到最低.哎.都不知道怎么写…
大伙看看,客户能接受不收我们返工费吗?其实返工很容易的.
Dear Rob
I am very sorry for my delay reply about the complaint of incorrect label
We extend our apologies for the inconvenience this matter has caused you。
I have made enquires within these two days after we back to work and found that the problem was caused by we copy the wrong sku code from the specification, and doesn't noticed the sku code was wrong that all orders of tp0761 are attached the wrong label and have been delivery to uk before our holiday. However, I can assure you that we have taken steps to make sure that this kind of situation cannot arise again.
We will prefer you rework them on site and the replace label will send you by DHL soon Could you please advice how many pcs of inner box label or outer label you need and advise the rework cost. we will learn this as a lessen and sincerely hope that you can consider if possible to cancel the rework cost if not too much. Because we had lose much money due to jacuzzi doesn't payment one time.
I suppose 906pcs of inner label and 120 pcs of outer label is ok;
I am looking forward to hearing from you.
Best regards
[ 本帖最后由 starzhang430 于 2009-2-18 08:10 编辑 ]
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Dear Rob,
I just finished checking all detail on this case, sorry for the late reply.
As usual, the labels always be approved by the China office before its mass production. Nobody noticed this mistake as sku# on the original file is not correct. Anyway, I will make new correct labels to you immediately and send them via DHL at our account. So, can you help rework at your side? Hope it can be workable for you!
We really learn a lot from this experience, will be more careful in the future orders.
Thanks and best regards.
****
我不知道有没有理解错你的意思 ,但我个人认为对于类似邮件, 只要明确说明三个点就行: 道歉,说明事由,提出解决办法.
当然,我的水平还很差,邮件还没能写得很完美,仅供参考.
另外, 在跟客人解释的时候, 最好能言简意赅地说明, 不然我想客人,应该会认为我们在狡辩,会更生气.
其实这个标签不是你们的错, 但你们主动提供运费寄付, 已算是在帮忙. 当然,国外的人工费是很贵的,我想也算是给客人一个台阶下吧.
只是个人愚见!
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谢谢你的帮忙..
中国办事处就是不想让国外总部知道是自己犯错啦.要我们承认是我们搞错的...
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2楼的邮件写得很好啊，言简意赅，太谦虚了，向你学习！
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二楼厉害啊 言简意赅
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向二楼学习,致敬!
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哈哈, 看把我美的...谢谢!
但象这种情况,你也不能帮中国办顶着,一顶就要全部责任顶了. 很为难!
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客户回复说:
Dear Pink
>Thanks for the reply.
>
>Please do not forget the packaging waste data we requested from you.
>
>Thanks very much
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但我不是很确认明白他的意思 packaging waste data we requested from you.
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1. 你是怎么回客人的?
2. 按字面意思,应该是我们告诉你的包材作废数据吧.
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我是郁闷一天啦。在开车回家的时候还在郁闷，突然想起来，他有份包材废料表没有发给他。。
呵呵。。谢谢你的帮忙。。
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呵呵,不用客气.没有帮倒忙就行了..
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其实英文怎么说不重要。重要的是中文怎么说。英文意思到了就行了。
之前你提到说客人中国办事处确认错的。那么责任应该是他们。而你们没有把好关当然你们也有责任。这点要诚实和客人讲。这是第一点。
第二点，关于赔偿。应该想办法帮客人把损失减少到最小。所以怎么样少怎么做。
第三点，我建议是50/50，另外要强烈指出你们也是受害者，因为办事处确认所以才导致你们跟着犯错。要跟客人讲出清，你们也很冤枉。吃苦可以，但是要吃在明处。这次赔钱主要是想客人保持住关系。希望可以长久做下去，希望客人可以明白你们一片苦心。另外你公司产品利润率本来就很薄，所以50%已经是你们所能承受的极限。希望客人理解！并表示下次不会再犯！
完毕！！
这样本来一件坏事说不定成了一件好事。
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深圳保税区返修，免征税中检审批！！
加拿大电商昨天我把提单复件发给了客户，今天收到了他回信，如下： Dear Nicholas, please send all shipping documents. We will check B/L copy and we will reply ASAP. Thank you Best Regards ......................................... 加拿大电商刚从事这行半年，对电子行业不了解，自己整理了些，算是学习，供大家分享，也请大家补充。我毕竟是个文科生，对这方面知识严重欠缺。 DVD:英文全名是Digital Video Disk, 即数字视频光
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