问题: 延迟发货，客户以为我们欺骗他，如何沟通?
因为我们中国国际快递的实际情况而导致我们发的快递都是通过代理走的,而这种模式往往就是先有快递单号(转单号)在官网上展示而没有实际的更新状态,这种情况下客户提出质疑我们要如何跟客户解释清楚。我这儿有个客户答应他上周五给他出货,我也按要求出货了。上周六拿到物流单号后，我就发给了他。但是货在关上卡了四天(周末海关休息),今天才清完关,检测到DHL物流信息，客户就认为我是在骗他，因为今天才有快递信息，他认为清关是在DHL.
回复思路: 扫描货物之前,而不是像我这样单号这么早就拿到了,但是今天才有物流信息请问这种情况我要这么才能让他明白是因为海关查货耽误了这么久的时间,而不是因为我今天才发货，这个时候跟客户解释清楚就行了:
回复话术:
Dear Xxx,
Thank you very much for your kind reply
I am very sorry but please share your best understanding that sure we are not lying to you definitely, if you had rich experience business with Chinese Suppliers, I do believe you must have a lot of experience that when they offer you the Tracking Number which would only update after at least 1-2days, some times a little longer just because the goods are waiting for the flight.
DHL would not give us any Tracking Number if they didn’t receive goods from the shipper just like you don’t have the chance to get the Tracking Number which would show in DHL website with “” shipping information received status).
Please do trust this is not lying, this is the shipping method happening most in China International Trade: we ship through the shipping agent who collect the goods from us and ship by oficial DHL(because their prices are much better than official DHL
So at this moment ,your understanding is very important, thanks again for your support and patience of this order.
Best Regards,
Yours Xxx
