交期延误客户咬定要罚款！看我如何赢下这场拉锯战

焦点视界 · 公众号 · 外贸 · 2017-06-27 07:34

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其后，发货过程中一切正常。5月30日，我司将相关提单扫描件、发票、装箱单（均为PDF格式）发客户。6月6日，收到客户邮件，邮件内容如下：

Dear XXXXX,

I need the documents in xls format.The minimum penalty that u have to pay is 400 USD ( my client asked me to pay 1000 USD ),so i have to pay.Be glad that because we are friends i speak with my boss and beg him to take only 400USD from u.

收到客户邮件后，当时一下子就火了，决定这次坚决不同意客户的罚款要求。但在没有想好如何处理之前，先简单回复一下，以拖一点时间，于是回复如下：

Dear BBBBB,

Please check the attached invoice and packing list in xls format.

I am really sorry that we do not agree the penalty of USD400. The price we gave you is very low, and we have no profit on your orders. Please kindly support us on this. Thank you.

几分钟后，客户再次回复：

Dear XXXXX,

you have to think about these 400 USD before to delay.I sent you many emails telling you that u will have penalty.Sorry.

我再次回复，坚持不让步：

Dear BBBBB,

We are sorry for the delayed shipment though we have done the best. But really sorry, we can not accept the penlty. The price with you is really too low, and can not support the penlty.

在这个时间里，我基本对这个情况分析完毕，我认为在这个事情上，处理起来还是比较有胜算的，原因有两点：

1. 我们赶上了客户的5月29日的船，没有误了最终的促销，客户邮件里所说的被他的客户罚款应该是不存在，客户自身没有损失，他只是希望能够在我们这儿扣点钱，多点利润；

2. 即然最终买方不是他们自己，而且最终买方是用于促销，他们也必须在最终买方要求的最后时间内给他们货，所以只要我们坚持，最后客户是必须以及时拿到货为第一。