外贸货物出现问题,客户要求双倍赔偿

外贸日报 2018年8月28日14:18:13
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在做外贸的过程中,每个人都希望双方能合作愉快,顺利,但在具体的操作过程中,我们不可避免地会碰到很多问题,比如客户索赔就是其中之一。

一般来说,客户的索赔大体上可以分为2种类型。第一,客户无理索赔,责任不在我方,具体应该如何拒绝客户的无理索赔,我在:做外贸,货品出现问题,如何应对顾客索赔要求?

中已有详细论述。而另外一种,就比较麻烦了,客户赔偿要求有理,责任通常在我方,或者双方都有责任,这个时候,赔偿是跑不掉的了,但是,赔偿的数额和方式该怎么和客户商讨,确定?有没有变通且让双方都容易接受的方案?是做让步的姿态,还是做强硬的姿态?

其实,和客户谈赔偿的金额,方式,本质上也是一种谈判,需要技巧,需要为双方减少彼此的损失,做生意讲究长久,赔偿上做好了,以后的生意还是能好好继续做下去的。

下面我用一个案例为例子,向大家说明如何操作,案例中,客户的所有产品都被召回,因为可能引发潜在的危险,客户要求双倍的赔偿,我们这样回应:

The email of compensation negotiation

Dear Alex,

We can’t accept the double charge for this order.

All products are recalled but it is not fair to charge us all the product cost, import tax, freight cost and your retail margin.

Before production, we had sent you all the final samples and your team also confirmed them. All our products were approved by UL and US standard, so our products had no quality problem. All items have to be recalled to avoid the potential danger, and we could have realized that if we both checked the details carefully.

So, for your compensation request, we have 2 suggestions:

We transfer the money back for this order and for the future orders, we give you 15% discount as compensation.

We ship new products to you and give you USD 4000 as compensation.

Please check and reply by Friday.

Best regards,

Jam

在邮件中,首先我们说明,赔偿可以,但要求双倍赔偿,要我方赔偿所有的产品成本,进口税,运费,零售利润,不公平。

其次,再说明,我们的产品通过了客户的检查和确认,也通过了相应的标准,无质量问题。真正的问题是,产品可能引发潜在危险,而双方都没有去check。

明确了以后,我们给客户2个选择,一是用以后订单的折扣,来抵赔款。二是重新给客户发货,再直接给4000美元作为赔款。

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