问题:有个客户是9月 28 付款的，总货值 400 多美金，运费 100多美金。客户选择走的是阿里海运专线，我报的出货时间是付款后 5-8 天发货，发货后 18-25 天能收货。货物正常是在 10月底应该派送给客户。但是我从 10 月 22 号开始联系货运公司的时候，他们说货物不知道什么原因推迟了一周才上船发出，货物会在11月2号到港，3-5 天清关完成，清关完成后3-7 天派送，当时跟客户沟通货物会在 11月 10 号前派送，客户接受了这个时间。11月3号联系运输公司时，他们说货物已经到港，并且已经提交给UPS公司，但是他们的货物爆仓还没有开始提货。他们表示一直在催促快递公司尽快提货派送。跟他们联系了一周都反映是
这个情况。跟客户反馈说可能派送会延期时，客户申请了退款。因为她 14 号要去外地两个星期，无法在家里收货，并且觉得我们很不专业，导致货物延期了那么久。并非常坚决要退款这周联系运输公司催那边尽快派送时，他们说货物并没有到港，原因是在国内出口时我们的货物当时被海关查货，导致晚了一周才上船，要 16 号才到港，请问这种情况要怎么安抚客户跟客户继续沟通呢?
回复思路:我们出货是准时的，只是无法控制运输时间。
回复话术:
Dear Xxx,
Actually, I am so upset when you said that we are not professional, anyhow, you are right according tothe result, that is, you don’ t get goods on time.
However, if you can see my efforts from products finished and delivery time we arranged, in fact, weship out goods from our own factory is on time, however, what happened during transport, it is out of ourcontrol even though we trace and push our forwarder.
If possible, could you please wait more than 4 days, our forwarder told us that you can get them within 4days, supposed you canceled goods and changed new supplier, it also needs more days, it is notcompetitive, and with Christmas holiday coming, almost companies production line are busy too, so,please kindly give us your best and kind understanding, and let us solve this problem together, how doyou think ?
Yours sincerely,
Xxx
未经允许不得转载：销售人 » 外贸清关延迟客户想退款
