模块 05 · 06
订单 · 货款 · 出货 · 索赔
这一段是外贸邮件里最容易出事的部分：金额、批次、日期、责任。 写这类邮件有一条总原则——先给事实和结论，再给原因和态度。 客户要的是「所以我现在该做什么」，不是「我们非常抱歉」。
01订单确认：把客户的话变成可核对的清单
客户下单时写的往往是一段口语："Please proceed with the 1000 pcs as discussed, ship asap." 这句话里至少有五个地方将来会吵架：规格、包装、价格、交期、谁付运费。 所以确认邮件要把它们逐条复述，并请对方回一句 "Confirmed"。
| 必须复述 | 写清到什么程度 |
|---|---|
| 规格 | 型号 + 功率 + 色温 + 显指 + 关键参数（如 36W / 4000K / CRI>80 / 1200×300mm） |
| 数量与金额 | 数量、单价、总额、币种；有折扣就写折扣前与折扣后 |
| 贸易术语 | 术语 + 地点 + 版本，如 FOB Ningbo (Incoterms 2020) |
| 付款方式 | 比例与时点：30% T/T deposit, balance against copy of B/L |
| 交期起算点 | 25 days after receipt of deposit and approval of artwork |
| 包装与唛头 | 中性包装或客户彩盒；唛头文字与位置；每箱数量 |
- Subject
- Order confirmation — PO-8821 / 1,000 pcs LED Panel (please confirm 3 highlighted items)
Dear Peter,
Thank you for the order. This is to confirm it as follows; please check items 2, 4 and 5 and reply "confirmed" so we can start.
1. Product: LED panel 36W, 4000K, CRI>80, 1200×300mm — 1,000 pcs
2. Price: USD 11.90/pc, total USD 11,900, FOB Ningbo (Incoterms 2020)
3. Payment: 30% deposit (USD 3,570), balance against copy of B/L
4. Delivery: 25 days after deposit and artwork approval — ETD around 8 April
5. Packing: your own colour box, 6 pcs/carton, artwork to be supplied by you
The PI is attached. If anything here differs from your understanding, tell me before Friday and we will correct it — after production starts, changes cost both of us time.
Best regards,
Lin Tao · Export Sales
「highlighted items」把注意力引到最容易出错的三项：价格、交期起算点、包装。比笼统写「please check」有效。
02催款：三段式，一段比一段硬
催款不是一次性的，是一个有节奏的过程。每封都要带齐：发票号、金额、到期日、账户信息，让对方财务能直接付款。
| 阶段 | 时间 | 主句 | 不要写 |
|---|---|---|---|
| 第一段 · 提醒 | 到期前 3 天 | Just a reminder that the balance of USD 8,400 falls due on 12 March. The invoice and bank details are attached again for convenience. | 「请尽快付款」这类没有日期的催促 |
| 第二段 · 逾期 | 逾期 3–5 天 | Our records show the payment has not yet arrived. Could you check with your finance team and confirm a payment date? | 指责对方「不守信用」 |
| 第三段 · 升级 | 逾期 15 天以上 | Unless payment is received by 30 March, we will have to hold the next shipment and apply the 0.05% daily late fee provided for in the contract. | 没有合同依据的威胁（如「起诉你」） |
- Subject
- Payment overdue — INV-2026-0315, USD 8,400 (due 12 March)
Dear Peter,
Our records show invoice INV-2026-0315 for USD 8,400, due on 12 March, is still open. It may simply have crossed with your payment run — could you check with your finance team and confirm the date?
For reference: PO-8821, balance against copy of B/L, bank details in the attached invoice PDF.
One practical point: the next production slot is on 26 March. If payment arrives before then, we can still hold your original schedule.
Best regards,
Lin Tao · Export Sales
把「催」包装成「提醒 + 影响说明」。最后一段给了一个真实后果，比任何形容词都有用。
03涨价通知：结论 → 原因 → 生效日 → 老订单
涨价邮件最忌讳铺垫。客户扫到第三行还不知道你要涨多少，就会先烦。
- Subject
- Price update — copper surcharge from 1 April (+3.2%)
Dear Peter,
From 1 April 2026, our panel prices will increase by 3.2%. Copper and driver costs have risen for three consecutive months, and we've absorbed them so far.
Two things to note:
1. Orders confirmed before 31 March will be invoiced at current prices, even if production runs in April.
2. If you can commit to a quarterly volume, we can fix prices for the next two quarters.
The new price list is attached. I'm happy to go through it on a call if that's easier.
Best regards,
Lin Tao · Export Sales
3.2% 这个数字必须出现，而且要在前三行。老订单怎么算、有没有锁价窗口，比原因更影响客户决策。
04出货通知：客户要的是「能不能提货」
出货通知不是告知「我发货了」，而是让客户能立刻安排清关和提货。缺一个号，他就得多发一封邮件问你。
| 必附 | 说明 |
|---|---|
| 船名 / 航次、ETD / ETA | 写具体日期，不写「soon」或「next week」 |
| 柜号 / 封号 | 客户查柜、码头提货都要用 |
| 单据清单 | Commercial Invoice、Packing List、B/L（或提单副本）、CO / Form A（如需要）、保险单（CIF 时） |
| 与订单的差异 | 少装、多装、分批发货、换包装 —— 主动说明，别等客户发现 |
| 下一步 | 正本单据什么时候寄、走快递单号、或电放安排 |
- Subject
- Shipped — PO-8821, 1,000 pcs, vessel CSCL ATLANTIC 026E (ETD 8 Apr / ETA 12 May)
Dear Peter,
Your order left Ningbo today. Details:
Vessel: CSCL ATLANTIC 026E · Container: CSLU 214 883 7 · Seal: 0091742
ETD Ningbo 8 April · ETA Hamburg 12 May
Shipped: 1,000 pcs, 167 cartons, 4.2 cbm, 1,180 kg
Attached: commercial invoice, packing list, and the B/L copy. Originals will be couriered tomorrow — I'll send you the tracking number.
No difference from the confirmed order. I'll check with the carrier on 5 May and update you if the ETA moves.
Best regards,
Lin Tao · Export Sales
最后一句「我会在 5 月 5 日查船期并主动更新」是低成本高回报的一句——它把「客户来问」变成「你主动说」。
05延误致歉：先给新日期，再解释
顺序错了，整封邮件就废了：事实与新日期 → 原因一句 → 已做的动作 → 对客户的影响与补偿 → 后续更新节奏。
- Subject
- Shipment delay — PO-8821 now ETD 18 Apr (was 8 Apr)
Dear Peter,
I'm sorry to tell you that the ETD has moved from 8 April to 18 April. The new date is confirmed with the carrier.
The driver batch failed our incoming inspection on 26 March and had to be replaced. We chose to replace it rather than ship a batch we weren't confident in.
What we've done: re-ordered drivers with a 7-day expedite, and booked the 18 April vessel with a 10-day buffer before your installation window.
I know this affects your schedule. If it helps, we can air-freight 200 pcs to arrive around 12 April at our cost, so your team can start with part of the order.
I'll update you every Friday until the goods are on board.
Best regards,
Lin Tao · Export Sales
不要在开头写三行「We are very sorry / We sincerely apologize」。客户第一眼要找的是新日期。
06索赔：先确认事实，再谈责任
客户投诉时情绪已经在了，你要做的不是安抚，而是把它变成一份可以判断的事实清单。
- 确认收到，给出处理时限。I've received the photos. I'll come back to you with a proposal by Thursday.
- 要证据，一次要全。批次号 / 生产日期、不良数量与比例、照片或视频、是否已安装使用、当地检验报告（如有）。
- 判断归属，给依据。生产不良、运输损坏、规格误解、使用不当——四类处理方式完全不同。
- 给方案，三选一。补货、按比例折扣、退款或下批抵扣。让客户选，比替他决定更容易谈成。
- 闭环。说明原因与改进措施，这一封才是留住客户的。
| 责任归属 | 判断依据 | 通常方案 |
|---|---|---|
| 生产不良 | 批次号 + 出厂检验记录 + 不良现象集中在同批 | 补货优先；或按不良比例折扣 |
| 运输损坏 | 外箱完好但内件破损 / 外箱有明显挤压；签收记录 | 协助向承运人或保险人索赔；可先补货保客户产线 |
| 规格不符 | 对照 PI、图纸、确认邮件 | 我方错：重做或退款；客户改需求：按新单处理 |
| 使用不当 | 安装方式、电压、环境温度超出说明书范围 | 不承担赔偿，但提供技术方案与付费维修 |
- Subject
- Claim for PO-8821 — our proposal (reply by 30 Apr)
Dear Peter,
Thank you for the photos and the count. We've checked them against our pre-shipment inspection report for batch 2603-B, and the cartons left the factory intact, so this looks like transit damage rather than a production issue.
That said, your line can't wait for a carrier claim. So here's what I propose:
Option 1 — we ship 40 replacement units with your next order, free of charge, and you claim the freight damage from the carrier with our support.
Option 2 — we credit USD 480 against your next invoice and you repair locally.
Option 3 — we open the carrier claim jointly; it usually takes 6–8 weeks.
Tell me which works and I'll action it today. For the claim itself I'll need the delivery receipt and two photos of the pallet before unloading.
Best regards,
Lin Tao · Export Sales
先给方案再要材料 —— 客户在等解决方案，不是在等你索要证据。
07结案信：把一次索赔变成一次信任
方案执行完，再发一封 80 词的结案信。它不影响这一单，影响下一单。
- Subject
- Closed — PO-8821 damage claim (cause and what we changed)
Dear Peter,
The 40 replacement units shipped today (tracking sent separately), which closes the claim.
For your file: the damage came from double-stacking in the feeder vessel, not from the goods. From this shipment on we're using 5-layer cartons with corner boards on all palletised orders at no extra cost.
Thanks for sending the photos quickly — it made the carrier claim straightforward.
Best regards,
Lin Tao · Export Sales
「原因 + 我们改了什么 + 感谢」三句话，比「we apologize again for the inconvenience」有用得多。