若货期延误,该如何告知外贸客户?内附模板!

做外贸，交货期延迟是避不开的难题。假期停工、订单爆单产能不足、原材料断供…… 各种突发状况都可能打乱原定计划。

一旦出现货期延后，该如何向外贸客户解释？又该怎样安抚不满的客户？完整沟通流程分享给大家。

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1.主动真诚致歉

无论诱因是什么，交货延误都属于我方问题。第一时间诚恳道歉，让客户感受到你的态度，愿意继续沟通。

2.坦然正视问题

直接承认失误，可用话术：we know delay your delivery time is a very big mistake。道歉加认错，是打消客户负面情绪的基础。

3.阐述合理解释

理由务必真实可信，切忌敷衍编造。若是客观不可抗力因素，多数客户都能予以理解；胡乱找借口，很容易引发客户不满，甚至导致订单取消。

4.明确新交货时间

讲清原因后，立刻给出解决方案和最新交货日期。建议预留弹性时间，规避二次延期风险；同时多对接工厂与供应商，实时跟进生产进度。

5.做出正式承诺

向客户保证此类问题不会再次发生，并约定相应赔付方案。用诚意和担当，重建客户对你的信任。

模板一

Dear XXX,

We are so sorry to let you know that the XX you purchased from us may not be able to be delivered on time.

The demand for these particular & popular items has exceeded our expectation, and our stock is depleted. However, the new batch of these items will be ready next Friday, on which we have confirmed with our production department for your shipment.

We understand that as a professional client, after you make a purchase, you definitely expect to receive your products in a timely manner. We know that we have let you down, and for which, we wanna express our serious & sincere apology to you.

You will be kept updated for production and shipment. Again, we apologize for all the inconvenience caused by this. Come to us if you need any further help.

我们很抱歉地告知您，您在我公司采购的XX产品，可能无法按时交货了。

这批特别受欢迎的产品需求量已经远远超出我们的预期，目前我们的库存已经耗尽。但是，最新一批产品将在下周五准备好，我们已经和生产部门确定了您的出货。

我们知道作为一个专业的客户，在您下单之后当然希望能够准时收到产品。很抱歉我们让您失望了，为此，我们想要向您表达诚挚的歉意。

我们会向您及时报备最新的生产和出货信息。对您造成的不便，再次说声抱歉。如果您有任何需要请联系我们。

Tips：解释为什么货期推迟，让客户知道我们会尽快为他们准备货物，并表示对此造成的不便我们很在乎，表明会让客户知道生产和装运的情况，向客户表示愿意提供协助。

模板二

Mr. Hamilton:

I am very sorry to inform you that the previous agreement signed between our company and your company clearly indicated that the upload time of this product was May 13. However, due to the errors in our artificial order arrangement, it was impossible to ship the product in accordance with the previous agreement. We hope to have in-depth communication with your company.

After the understanding reached by your board of directors, we will still be able to do so. In order to complete this transaction, we will try our best to ship all our products to Dalian Port before May 16, and then ship them to your designated place.

This mistake is entirely caused by our company, so in order to compensate for the loss of your company in this transaction, we will give you a discount for ordering your products at 2% of the total price of the products. In addition, all additional charges in the sales process of this product are borne by our company. The product is transported to the corresponding port and to the designated place of your company. The transportation cost of this part of the product is from Our company is responsible for the maritime road transport industry. Our company will also pay the insurance fees in this transaction.

尊敬的汉密尔顿先生：

非常抱歉的通知您，此前我公司和贵公司所签署的协议中表明产品上船时间为5月13日，但由于我方人为订单安排出现误差，导致在此次交易中，无法按照此前的约定将产品装运上船，希望和贵公司深入沟通。

在贵公司董事会达成谅解之后，我们依然能够完成这笔交易，本次交易中我方会尽量赶在5月16日之前将所有产品运至大连港，此后上船运输到贵公司指定地点。

本次失误完全由我公司造成，因此为了能够弥补贵公司在本次交易中的损失，我公司会按照产品总价2%给予贵公司产品订购优惠，此外本次产品销售过程之中的所有附加费用都由我公司承担，产品运输至相应港口及运输到贵方所指定地点，这一部分产品运输费用从海运到路运皆由我公司承担，我公司也会支付本次交易中的保险费用。

Tips：道歉-给出理由-说明新交期-承认错误-给予优惠，让客户看到我们的真诚道歉与解决问题的方式，这种情况下，客户能看到我们的真心，大多情况下也愿意接受。