近期，碰到了一次因我司交期延誤引起客戶提出罰款要求的問題，在兩天內處理完畢。 分享給大家。

　　客戶是一個保加利亞的老客戶，之前下過兩單，單量在保加利亞市場來說比較可以，但操作過程中，每單客戶都找理由扣了我們一兩百美金。16年4月正式發布一新款A，5月同該客戶達成一個非正式協議(郵件中雙方確認，未正式簽約)，客戶承諾年度下單3萬只，我司不再銷給任何其它保加利亞客戶。

　　但從16年5月到17年4月，客戶實際采購量只15000臺左右，考慮到保加利亞的實際市場量，我們還是沒有對其它保加利亞客戶展開銷售。17年4月5日，該客戶再次下單10008臺，要求5月中旬一定要交貨。這個時間比較緊，當時希望客戶推遲到5月底，但客戶堅持要求5月中旬出貨，最終我司同意。

　　我司同意后，客戶立即支付訂金過來，我司開始生產。但生產過程，A產品一個重要部件模具出問題，導致無法按時交貨。我司于5月9日通知客戶，交貨將會延誤，預計生產完畢時間為5月25日。客戶回復我司，要求我司盡可能快的交貨，不能誤了他們的PROMOTION時間，如誤了他們的PROMOTION時間，將會對我司罰款。

　　5月16日，客戶提供他們的貨信息，要求我司安排訂艙。我司回復客戶，我們預計27日生產完畢，并同時向客戶指定貨代下托書。5月18日，收到客戶郵件，郵件內容如下：

　　Dear XXXXX,

　　you have to make everything as to load the goods on 24th!!!! This is the last day for the vessel which is leaving on 29th!! If you don’t load on this date,we will delay for the promotion!

　　考慮客戶的促銷時間，我當時做了兩個方面的工作：

　　1. 同指定貨代聯系，29號的船是否可以讓我們在26號或25號進倉，貨代回復可以25日中午前進倉，但要加收300元的費用;

　　2. 要求生產部必須在24日完成這個訂單的生產并在當天晚上發貨。經過內部協調，生產部在將另兩個訂單推后，大貨于24日中午生產完畢。24日按客戶要求，將我司內部檢驗報告發客戶，客戶確認可以出貨。

　　其后，發貨過程中一切正常。5月30日，我司將相關提單掃描件、發票、裝箱單(均為PDF格式)發客戶。6月6日，收到客戶郵件，郵件內容如下：

　　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.

　　收到客戶郵件后，當時一下子就火了，決定這次堅決不同意客戶的罰款要求。但在沒有想好如何處理之前，先簡單回復一下，以拖一點時間，于是回復如下：

　　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.

　　幾分鐘后，客戶再次回復：

　　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.

　　我再次回復，堅持不讓步：

　　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.

　　在這個時間里，我基本對這個情況分析完畢，我認為在這個事情上，處理起來還是比較有勝算的，原因有兩點：

　　1. 我們趕上了客戶的5月29日的船，沒有誤了最終的促銷，客戶郵件里所說的被他的客戶罰款應該是不存在，客戶自身沒有損失，他只是希望能夠在我們這兒扣點錢，多點利潤;

　　2. 即然最終買方不是他們自己，而且最終買方是用于促銷，他們也必須在最終買方要求的最后時間內給他們貨，所以只要我們堅持，最后客戶是必須以及時拿到貨為第一。

　　基于以上兩點，我不擔心最后的罰款;我所需要考慮的，是如何在處理過程中不太過于影響雙方的關系。

　　客戶在收到我的郵件后，很快回復，開始威脅我們：

　　Dear XXXXX,

　　ok,then i cannot take the goods.You can transport them to your country and take back.Also,i will take a layer to return back the deposit as i have confirmed PI with the terms of delivery and there is clear seen that u are not followed them.

　　Kind regards,

　　對于他們的威脅，因為以上的分析，根本就沒有放在心上，回復如下：

　　Dear BBBBB,

　　I am sorry to hear your mail. But I can’t agree on you as:

　　1. You had said that there will be a penlty, but I never confirmed the penlty;

　　2. At your mail dated May 18, you said that if the goods can’t catch the vessel shipped on May 29, you will delay for the promotion. We finally catched the vessel, that means the promotion is not delayed;

　　3. At your mail dated May 16, you know the shippment would be delayed, but you sent us the instruciton to make the booking of the vessel; and at that time, we didn’t confirmed the penlty;

　　As you know, in the past one and half year, we have made great effort in supporting your business. We keep the exclusivity of this item for you in your market though the ordered quantity doesn’t reach the pre-agreed quantity for exclusivity. And the price we gave you is the lowest among all our customers. We really hope you can support us also.

　　Please kindly reconsider and thanks in advance for your support.

　　這個回復，我是出于以下考慮：

　　1. 必須列明我們不同意支付罰金的理由;

　　2. 同時，以我司以前對他們的支持作為一個理由，讓他們有個臺階可以下。

　　當天晚上，收到客戶的回復郵件如下：

　　Dear XXXXX,

　　actually from your attitude now depends if i will make new order for 10 000 pcs which i intended to make.

　　從這個郵件來看，客戶放棄了威脅手段，改為利誘了，他郵件的意思是，我們準備再下一個1萬臺的訂單，現在看你們的態度了。 言下之意，只要你們同意支付罰金，我還會再下一個新訂單給你。看到這兒，我意識到我有可能在原有目標的基礎上，再給自己爭取一點好處了。于是第二天上午回復：

　　Dear BBBBB,

　　Thanks for your support on the intended possible order. But I am really sorry, due to the limite of the production capacity, our factory is really stuffed at this time. According to our production schedule, the earliest delivery time of new orders will be middle of Nov. Please kindly reconsider if you can accept this delivery time. I will explain the details to you by Skype this afternoon.

　　As for the previous order, I am really sorry for the delay because of broken of the tooling of the adjusting column. But we have really done our best to catch your promotion time, as what I said in my previous mail I postponed some other orders. I do hope you can understand and continously support us as before, as you know, our price to you is impossible to afford any penlty.

　　之所以這樣回復，我的判斷原因是：

　　1. 從之前的情況以及這個郵件來看，我認為最終買方給我的客戶是一個長期合同，到了一定時間后，客戶肯定還要再下訂單給我們，以保證他們自己不會在最終買方那兒違約;

　　2. 以新訂單的交貨期，來迫使客戶放棄罰金的計劃。

　　第二天下午收到客戶回復，明顯的，看到我的郵件，客戶有點急了，只回了一句話：

　　XXXXXX, I can accept begg of october for the new order.

　　我決定先再加把火，向客戶表達出一個態度：你這個1萬臺的訂單，我還真沒放在眼里。于是回復：

　　Dear BBBBBB,

　　New order delivered at begining of October is really too difficult for us. We are now processing a project of more than 2 million USDfrom AAAA Company, and another project about 0.5 million USD from CCCCC Company is waiting for produce, our factory is really stuffed now.

　　僅僅過了兩分鐘，客戶馬上回復，又開始威脅了，還是一句話：

　　XXXXX, make the needed or else I will make new factory for this model.

　　我決定先放一放，看看客戶有多少耐心，于是沒有理他。

　　客戶比我預計的要沒有耐心，才過了半個小時不到，再次給我一個郵件，就一個字：SO?

　　現在需要給他一個臺階了。于是我回復：

　　Dear BBBBB,

　　I am trying to put your order in priority. But seems needs more reason to persuade my boss. Can you please:

　　1. Make confirm that you will support us that there will be no penalty on the goods shipped on May 29;

　　2. Can you please increase the price a little?

　　As your idea sourcing a new factory to make this item, I am really sorry to say that, this is our Patented item.

　　兩個要求里面，前面這個是我的真實目的，后面這個漲價要求一方面是用來放棄以交換客戶同意我的第一個要求，另外一個方面，是用來證明前面郵件里我所說的實在沒有利潤。

　　同我的預計差不多，客戶馬上回復：

　　XXXXX,

　　i won’t increase the price.

　　As this order is after 5- 6 months,it will be on LC.

　　事情到這里，已經差不多了，但還缺少客戶明確的放棄罰金的書面文字。同時，對于信用證我們也不是很想做。于是給他回復：

　　Dear BBBBB,

　　I will talk with my boss again to see if he agrees to put your order in priority based on the original price, and please confirm there will be no penalty on the goods shipped May 29.

　　As for the payment, we hope it can keep the same as before with deposit, as the LC costs too much, and our profit can’t afford it. But you may make the deposit around the begining of Aug while the order can be confirmed within these days.

　　兩分鐘后，收到客戶的回復：

　　XXXXX,

　　ok,i confirm.Send me PI and i will pay the deposit in begg of August and delivery will be in begg of October.

　　Also,please tell me what is the volume of the goods -10 000 pcs.

　　If this is made,i confirmed no penalty for this order.

　　BBBBB

　　事情到此告一段落，給他簽發PI。