After sale????????

[i][font=Times New Roman][size=3][color=DarkGreen]Those days I get the mail from the clients who have got their goods, but bad news to hear that , some are not satisfied with it. Here is the sample mail of one client.
7C)@+P9@+u"uVe First I want to make something clear:
0I-?wPmF(t |ZR We are doing business in glassware like vases and candle holders for decoration. For glass, u know it is hard to be sure that there will be no broken ones during the transportaion. But we would try our best to decrease the broken rate. Making good package. But still such things happened, and this time, more than 1000 is broken. How to deal with it? This might be called after sale service. And for us, we are only a small compnay with several sales. [/color][/size][/font][/i]
+Y+`#sD)idx
~Ix3]5z;YN
/@$JD:NA6~*zq [img]http://photo1.bababian.com/upload9/20080412/2E369E56D58BCDE0AD2AD11FB0A995CE_500.jpg[/img]9Hf^F"vx;G

6az"g2_zv/t
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}(_*OT.K
k9n.v[
/t7HFv8qS8BTTc M$m9CoaA

uTqmU d To be continued

[i][font=Times New Roman][size=3][color=DarkGreen]Mail from clients telling us the fact with pictures as proof:    ( The mail is original)6]^MBP7@
DEAR MS RITA,
A)a+C:B'q]5J0? [b]PLEASE TAKE NOTE THAT UNLOADING THE CONTAINER N.FSCU4243184/FSCU4339769/GLDU4130596/GLDU4132290/LTIU6027950, WE NOTED THAT MORE THAN 1115PCS WERE ARRIVED BROKEN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!NOW I ENCLOSED YOU SOME OF THE PHOTOS IN WHICH YOU CAN SEE THE STATUS OF TH EGOODS HERE. PLEASE CHECK THEM AND LE ME KNOW SOONEST , BECAUSE THIS I S A VERY BIG PROBLEM!!!!!!!!!!!!![/b]@;At4ur6s#B8q
THANKS
|:?nn@qK5m6^iy best regards
?)LW5g&sc`&H
6Q | V,p.rd1bF8B\C Ms. ***[/color][/size][/font][/i]

[i][font=Times New Roman][size=3][color=DarkGreen]I got this mail when it is time for offduty, but I cannot leave it tomorrow cos the title of the mail is top urgent! It is my first time to meet such things. Cos I am a greenhand in the field of foreign trade. Oh,my! Telling our boss about it.
/Ml+D:F^ j)m2J-t
2G!O J'vDG$Xj Here is the reply after checking the pictures.OJ1z1[_-FqK

%NV~h,Cs{Z ===================
[_l;o-Iz Dear Ms.***,U[D;e,o

|2[*s*M|9w3[r|z For the broken glass, I find in the photo sent to me that it is caused by incorrect loading way.l%TkD-sV!V6b*k`
We have informed warehouse workers of your China shipping forwarder to pay attention to -------[b]handle with care & THIS SIDE UP[/b]. We reminded them the goods are glassware, and we asked them to pay attention to our warnings. Maybe cos of too many cartons waiting for loading and time was limited for them, so they forgot or ignored our warning.
`/d+q
f,WXJ+^|4g
Ik5zfHM:O Next time we will load container in our factory by our own factory workers. I think it will be better.)uDK7`K D,k$ShJ

[5RZ%@?1_

xC5X_g2P Best wishes.
m(]c/t1k4hO
0yY/~9g)s/T&U Rita1K7Kv.gG2tg,?0K
===================*j2[ s7u]/}(E4}r

)XI$| d1?m!s
C?Z\ The next day I did not get the reply, waiting for your early reply????.[/color][/size][/font][/i]

Reply #3 ritawang1018's post

Yes, good job ! ?W z8_]p#y)V[
?aQ!q9S!E!u4M
  I think that easy broken goods should be protected well by ourself . If you were client, what do you think of it ? don't wanna get broken what he pay for . S#R8}I~}"Z*\
Ij_^EVb+X
  Do care and buy an insurance for it !

it's not your fault,but pls pay more attention next time. do some protection that prevent broking.you can learn it from other company.

i hope things turn out to be fine in the end

[quote]Originally posted by [i]nho[/i] at 2008-4-12 09:20 [url=http://forum.fobshanghai.com/redirect.php?goto=findpost&pid=3239646&ptid=321716][img]http://forum.fobshanghai.com/images/common/back.gif[/img][/url]1pK$J uAq.Ea.S9v!s8H
it's not your fault,but pls pay more attention next time. do some protection that prevent broking.you can learn it from other company. [/quote]
O q~K(v%q(Z_A R
-Qg"n6w/U the questions is not to find whose fault it is , but  to find a solution to it.|/C1k9ak `MYz
there's no absolute right or wrong.
@&j{4S&eiU:Z
\J xP'b f_
M]E,z%@]j6] [quote]Originally posted by [i]bettyhouse[/i] at 2008-4-12 09:42 [url=http://forum.fobshanghai.com/redirect.php?goto=findpost&pid=3239670&ptid=321716][img]http://forum.fobshanghai.com/images/common/back.gif[/img][/url]
-m_X Dx?c {1jW i hope things turn out to be fine in the end [/quote]
]x#_]k8w.}'} G8t3PQoU
yes, agree with you,  hope it can have a " happy end"

[i][font=Times New Roman][size=3][color=DarkGreen]Above is the first round to deal with it, I want to let the client know why so many glasses broken, It is not totally our fault and at the same time we proposed  a better way to solve the problem next time, that is -------- [b]Next time we will load container in our factory by our own factory workers.[/b]
{nd4y{!BP
4~@ iw4|2R just as Jeff has said he[b] "the questions is not to find whose fault it is , but  to find a solution to it."[/b]4oP e6cRv'g
That is correct, since some glass vases are broken, our client will get some loss from it.
*p4IO,~t8u HS5V{B What shall we do then? To bear all the burdens or else?
;?8u7` s]0U
2Fe Kk3`#T^M Thanks for your wishes to a happy ending, I hope so too.[/color][/size][/font][/i]

have you wrote any words in the sales contract if any products damaged happaned?:o

Reply #9 bacon999's post

We didnot make the detail information about broken rate.
$Ae mSHCM broken rate should be within the normal standard of glass field.
8P&ee0Py0F+x My manager told me 2.2% is not a big rate but maybe the clients ask for a better protection packing.H%} ?0YJ)_&a$_
aX
I am still waiting for the result.
&cm#q)Hd
X\t)c!U(O@8B;Z.O Following part concerns with the refund.

2nd round

[i][font=Times New Roman][size=3][color=DarkGreen]The reply from them:0JSh%x$@
R7z~K

(O1ou\,N!dK3s ================7i-[1f
z@6t$t%r

Rl7ky
GP;|&`N"K DEAR MR RITA, EV H4b}
I'M SORRY TO TELL YOU THAT THE GOODS ARRIVED BROKEN WERE REALLY TOO MUCH, SO I 'M CALCULATING NOW THE REFUND ANDAS SOON AS YOU'LL SEND ME THE OTHERS GOODS, YOU HAVE TO DEDUCT THE REFUND FROM TH EINVOICE.
%E|D^vzw8X THANKS {W8npt#b_(io
best regards
e;F(_J.Vu ****
*zLu#?R;v0G*jo*T C3L[o+^*W/v+O
================
:gnVhI%fE%j (b6e Hok&N.l K
A word is enough --- refund, and it is normal. But we cannot accept it at once cos it is not a small amount and it is not all our fault.[/color][/size][/font][/i]

[i][font=Times New Roman][size=3][color=DarkGreen]My reply :
'vz3uB6V4bBI
Q*fS
s.u3g
N Dear Ms. ***,
#B0i!p ?:}
:M~9Q[ j!c,[)f1z Truly speaking, for glass items, can you guerantee no breackage during transportation? As you told us in your formar mail, the breackage quantity is 1115pcs. I caculated the breackage proportion is about 2.2%. It's a reasonable rate. But considering our long business relationship, we can consider to bear some. But not all.
Tb [-b.nP)}%j"q   5}#?1y!Sjx0o
rita ~s\)RaJ
#E{;] p"H5qC

7L_ @aA+c-ou8p$p Here we explain things about breakage rate.
.H/Hq#cybx/We0I I think our client should be clear that no broken glass is impossible though we have made well package.
&?$|{4j&Vjq'oi For more information from them,waiting........[/color][/size][/font][/i]+tq,u\^;ym*A
.~c7Vv&z&[6AS!z
[[i] Last edited by ritawang1018 at 2008-4-13 22:34 [/i]]

[quote]Originally posted by [i]ritawang1018[/i] at 2008-4-13 21:59 [url=http://forum.fobshanghai.com/redirect.php?goto=findpost&pid=3239994&ptid=321716][img]http://forum.fobshanghai.com/images/common/back.gif[/img][/url]
+Ll3?V#g1UY6a*bVM We didnot make the detail information about broken rate. Q2Be*Uz)@5rLDR
broken rate should be within the normal standard of glass field.&_eU]1Y*^
My manager told me 2.2% is not a big rate but maybe the clients ask for a better protection packing.
-v#fXn:p Pi'R/C I am still waiting for the result.%S!\ nm\]El@$i
V3|!jH Q1i
Following part concerns with the refund. [/quote]
V E6E,Z6p O?.y}tHY#d
bacon's question is what i want to ask. Have you added any terms about broken goods in your sales contact? I mean you should do so in the future. Because it is the normal thing of such goods. Anyway, it happened. Hope it has a good result. Jia You! Good luck

[quote]Originally posted by [i]mazy[/i] at 2008-4-13 22:42 [url=http://forum.fobshanghai.com/redirect.php?goto=findpost&pid=3240006&ptid=321716][img]http://forum.fobshanghai.com/images/common/back.gif[/img][/url]
*Bz5^1]F5Gq.{1h 7Erc1l7FOP'R.V4W+K

^;mDi%N^.J&]6E bacon's question is what i want to ask. Have you added any terms about broken goods in your sales contact? I mean you should do so in the future. Because it is the normal thing of such goods. Anyway, it happened. Hope it has a good result. Jia You! Good luck [/quote]
0R$_(|M'A5e7L [color=Red][b]broken rate:
Wq;?5^.s .V
w'Gb Y7a3X;x
========
l8t XCs9j Pa#^ +v$O Q-o`]Ii&A,P
I have searched the information about broken rate from the website.+sw w4],xZu.BQX
[size=3]standard:n/q h&Xj9ZE3c#K
If the broken rate is within 3%,it is normal.:x q T8cYT8o*n;f
If it exceed 3%,the supplier should be responsible for it.[/size]:f4XD(N(UO1B

?%K&h!md But now our is 2.2%.:L uWa+{"Gj

8|/\([.R |f/g ==========
YUM6K9g9L_+t
)OGBg(e0j%j And what is more, how do they know the quantity of broken ones so clear to 1150 pcs??%J GP7gS&R p*a n
They cannot open every container one by one, cos it is six 40 feet containers in all, for thousands of pcs.How do they know so clear.:Q [/b][/color]

Reply #14 ritawang1018's post

question : now that he claimed 1150pcs are  broken ,
a gC:NS0i then
{&o9i'S Vf0O!{$Q|&y what's your total amount for this order ?
R\:_Iq+xl how many containers do you have ?
4P2Z.Qn;VbqZ what's your normally packing ?$g)bw]%S(D
...

[quote]Originally posted by [i]jeff008[/i] at 2008-4-14 09:50 [url=http://forum.fobshanghai.com/redirect.php?goto=findpost&pid=3240104&ptid=321716][img]http://forum.fobshanghai.com/images/common/back.gif[/img][/url]}9j1~x?(gB SD
question : now that he claimed 1150pcs are  broken , -----[color=Red]I want to know how they know the quantity so clear.they count one by one or just caculate by the broken rate they checked for one container.[/color],h.AF&Pw0?9u8JHs
then
(k4~a7BF/O`9PU what's your total amount for this order ?-----------[color=Red]total 49800pcs[/color]
?0^([d2EZ'g Rj4K&Y how many containers do you have ?----------[color=Red]six 40 feet containers[/color]vh
{nPz@ H
what's your normally packing ?----------[color=Red]color box, normal packing.[/color]B7FJgg.^c4Y
... [/quote](i6y.KbSDdp S

J5Z:kRjoWL@ The problem now is how to solve it,cos some items are broken,that is the fact,I have explain to them.:L

Until now they didnot give me any reply after last mail.:Q

[i][font=Times New Roman][size=3][color=DarkGreen]DEAR MS RITA,
"aa Cx6yo(| PLEASE TAKE NOTE THAT THE PROBLEM IS VERY BIG BECAUSE THE ITEMS ARRIVED BROKEN ARE BIG QNTY!!!!!!!!!!!!!!
b.d:Y?tE.A2b?xe;TK 0D'Dyx&o@6[t
SO I CALCULATE THE REPAYMENT AND WILL BE OF $1,841.60. TOTALLY 1115PCS.
)q%U!E9UPL PLEASE TRY TO LET ME KNOW SOMETHING
;V7iXNQ0d1r THANKS
2d*\!U0j{ Be6B best regardszN0Nu Z'S ARW
***i1@M!e2R$l%c
_"|6yb.p([%i
=============n g$S+qQ T
%z{YVu1e
Now they give us the information about the refund in detail.b1ep|-P)[Ju
How do they get the quantity of the broken ones?'[ gJ
k1v(h'N?
Count one by one?
V J:Y*v;@:I h:] Profit comes first, whatever method u use. That is not a small amount. But what more can I do? I am still learning.N7H:Xvc/I`

t~r D!B5@2d ============:VW&T Ob`(PJ

sB4f)i:K-x1p4P After negotiating with our boss, here comes my reply: Ad.FS@s[

i|3a6l6m0n Dear Ms. Antonella,
3e0Q j(r.H] +a2b!F%L/S8K
We have a good co-operation. And now the cargo arrived broken for 1115 pcs. Ant the main problem we have explained to u. For the carelessness of workmen from the shipping forwarder, they have load the goods in a wrong way.
$y%^{S KL And now as far as we caculated those broken 1115 pcs *$1.6=$1784. but the payment in your mail turns to be 1841.6.
*aS"jJm cmWo:b#d For the amount $1784. we have told u that we cannot bear all the loss by ourselves in the last mail. After negotiation with my manager, at most we will deduct half of $1784 in the invoice of 07IT01CHSE584,that is $892.
7Gjh_$aWd`@ If u can accept it, pls inform me asap.2@^{_g|pF
For the first order, your boss is so smart, and with big quantity, we accepted the price your boss told. For this order, we just want to detain a good client. Hope we can have a long business relationship.
X9P;cj0s I have tried what i can do to  bear half of the loss to our most. GCx!y/Y+@[%YSk
Waiting for your early reply.dc(@2sNt[
2Wx*\4O8h9j
Best Wishes
4URhVn,i8C rita

s-V:GN9_6s}z f MbP!llr,z
after this mail, their China Agent give us a call about the refund.+f'@5b4p7f bh_ LO?

8Z1ai$ZN3FV*U Until now, we didnot achieved the agreed refund number.]%N!M#d|4P$Dy
Waiting for good news.[/color][/size][/font][/i]

Awaiting good news. Good luck, rita

I was a bit puzzle after reading your posts
p`M,n$f)b A7t 1) why cargo were not loaded in your own warehouse or factory with such a large quantity, 6 X 40 ctr ?  especially when glass ware are considered fragile item
0_%Irvz)? W)GG6J 2) How did you know the broken was incurred during stuffing and mishandling by client forwarder at time of loading but not during the unstuffing at port of destination
V
jR \#| 3) As you mentioned, it is normal to have maximun 3 percent broken rate, hence you would have put these into your cost calculation and how amusing your client seems not knowing these general practise and  to my surprise, you seem to be agreed easily to your client's claim !!

[quote]Originally posted by [i]ykkdkky[/i] at 2008-4-16 21:19 [url=http://forum.fobshanghai.com/redirect.php?goto=findpost&pid=3241279&ptid=321716][img]http://forum.fobshanghai.com/images/common/back.gif[/img][/url]ge oi ^-|
I was a bit puzzle after reading your posts
t&t5e`)s t
i 1) why cargo were not loaded in your own warehouse or factory with such a large quantity, 6 X 40 ctr ?  especially when glass ware are considered fragile item[color=Red][b]========They have their own shipping forwader. for the detail of loading, we don't have inspection cos we are only a small foreign trade company. And I am not quite familar with that, for this information, I was told by manager.[/b][/color]
l b7g uE 2) How did you know the broken was incurred during stuffing and mishandling by client forwarder at time of loading but not during the unstuffing at port of destination====[b][color=Red]=Cos our clients sent us the photos,We check form the pps that most cartons are loaded in an incorrect way. Ithink there is no need for them to put side down then take photo to cheat us.:L [/color][/b]1G7i D.[.[{Dq:hT&zt
3) As you mentioned, it is normal to have maximun 3 percent broken rate, hence you would have put these into your cost calculation and how amusing your client seems not knowing these general practise and  to my surprise, you seem to be agreed easily to your client's claim !! [b][color=Red]=====in fact, I cannot make decision on such things, it is our boss to agree to pay them half of the loss to detain the client. I donot know why,wither. It is normal to find them broken,but maybe to the client,they think it is a huge number.:L [/color][/b][/quote]
`"lk4b:N h
)O*c0i?rW Hope the words in red have solves your puzzles.

P\}z)Rnt;a And at the same time, thanks for reminding me the question above.,\^?mnl
OJ
For in foreign trade company, we donot have much right.We cannot follow the production and inspect the quality of cargo.So when answering the mails, I am not that confident that our goods are well made, cos sometimes they are made in different factories.:L

[quote]Originally posted by [i]ritawang1018[/i] at 2008-4-16 22:13 [url=http://forum.fobshanghai.com/redirect.php?goto=findpost&pid=3241290&ptid=321716][img]http://forum.fobshanghai.com/images/common/back.gif[/img][/url]$O4K4vF8o/?Q

q.?&pA9a@ 1U mE1m?1d7y#l
Hope the words in red have solves your puzzles.
q/b$e(?r0_$M B C And at the same time, thanks for reminding me the question above.?W9g
Hx#u
For in foreign trade company, we donot have much right.We cannot follow the production and inspect the quality of cargo.So when answering the mails, [color=Purple]I am not that confident that our goods are well made, cos sometimes they are made in different factories[/color].:L [/quote]
7Mw;b1]'@Z 3X#`4{6_ Gt
:L Oh my god. If so, why not control at the first step of your business? But how do you know it is not as well as you thought on the quality. No matter what it is, you also have to think that sometimes, clients describle the problem seriouslier than it was. Pls at least insist on and do not easily compromise by their words.

My observation : it seems to me that whenever an inexperience trader has encountered the similar business claim situation, they firstly reacted panically and losing cool, more so worrying unable to retain the customer and as a result prone to settle whatever claim customer requested.Li?}wOC0f
My suggestion5Q dh)vv'`OSi
1) keep cool, act rationally
6vK"fC)],bT l'h3] 2) Recall and double check your whole dealing process starting from negotiation till completion of shipment
!rV/DT.e 3) Identify the real cause and finding proof to see where has gone wrong and who should hold the responsibility and to what extend
3ms u$a2l%u?-aT'G p 4) The possibility of insurance claimq-v@ IS:ct&b
5) The prospect of customer relationship or how important is the customer  to you or company5rebT)U(go

~pZ"IiOnN Do consider carefully the above before you could reach an amicable solution to the problem.

[quote]Originally posted by [i]ykkdkky[/i] at 2008-4-17 20:49 [url=http://www.fobshanghai.com/redirect.php?goto=findpost&pid=3241677&ptid=321716][img]http://www.fobshanghai.com/images/common/back.gif[/img][/url]
's+S?(fM@;~*F My observation : it seems to me that whenever an inexperience trader has encountered the similar business claim situation, they firstly reacted panically and losing cool, more so worrying unable to retain the customer and as a result prone to settle whatever claim customer requested.6u.l4c:Vv w%Z
My suggestion
)^0z8I6_ J 1) keep cool, act rationally)VKfbU9S)B
2) Recall and double check your whole dealing process starting from negotiation till completion of shipment
pKc/QS["Z 3) Identify the real cause and finding proof to see where has gone wrong and who should hold the responsibility and to what extend.ZtK`m1pex
4) The possibility of insurance claim)k6B
f"^(rB;R0dE
5) The prospect of customer relationship or how important is the customer  to you or companyU[j8p G*f n8rz R k

?,g+x!\#vz;k Do consider carefully the above before you could reach an amicable solution to the problem. [/quote]
!Y7T;ZH fJ#LQ
5cG0X&U"@ Thank you. I also learn something from your good tips. I met once before. The customer claimed for compensation and described the issue top urgently. I was shacked after got that email. But we know well on ourselves product and told him in a frim voice and let him send some sample back for check. Lucky, things went well step by step and at last, it ends well. Yes, we have to keep a clear mind and know what we should and have to do while face such issues. After all, it is not a good thing because we do foreign business not face to face. Many things we may have to write and write back. Then contract and ngotiation are much important

[quote]Originally posted by [i]mazy[/i] at 2008-4-16 22:49 [url=http://forum.fobshanghai.com/redirect.php?goto=findpost&pid=3241293&ptid=321716][img]http://forum.fobshanghai.com/images/common/back.gif[/img][/url]+I+E"U)@&U n {R(|

7NW7]'Q0J;K|-X\nP "n9GBB0l~,no^;`
:L Oh my god. [b][color=Red]If so, why not control at the first step of your business?[/color][/b] But how do you know it is not as well as you thought on the quality. No matter what it is, you also have to think that sometimes, clients describle the problem seriouslier than it was. Pls at least insist on and do not easily compromise by their words. [/quote]
E[ ^u @,v9~fg :L We want to control the quatlity,but as a small company, we donot have the time and ernergy to deal with it, at the same time, the factories is far from our company, That is the disadvantage of us.#R9U7{Zb1C

VIzk&`
Maybe we will discuss this problem in the Canton Fair, cos they have asked the invitaion which I sent them before.:L

[quote]Originally posted by [i]ykkdkky[/i] at 2008-4-17 20:49 [url=http://forum.fobshanghai.com/redirect.php?goto=findpost&pid=3241677&ptid=321716][img]http://forum.fobshanghai.com/images/common/back.gif[/img][/url]
/E Q0j"CT1I,caj-\ My observation : it seems to me that whenever an inexperience trader has encountered the similar business claim situation, they firstly reacted panically and losing cool, more so worrying unable to retain the customer and as a result prone to settle whatever claim customer requested[b][color=Red].-------------I want to keep cool , and in the last mail, I have explained to them we have made little or maybe no profit for this order.But our boss decide to pay them half the refund. I will try my best to decrease our loss. In the canton fair,we might meet there, cos the contactor told me that their boss will be there. [/color][/b]
Op0\9cpWgw.LXp My suggestion$x0iXhV(G/H6Ec9r%N
1) keep cool, act rationally
;O2e^u:vIeQEq1Ba 2) Recall and double check your whole dealing process starting from negotiation till completion of shipment^$et~f9@\,S
3) Identify the real cause and finding proof to see where has gone wrong and who should hold the responsibility and to what extend&y(V.du0\#U
]8O I7}.B
4) The possibility of insurance claim T~q+[,fYd(uN
5) The prospect of customer relationship or how important is the customer  to you or company
%JQYD \:s8gD aP2rY2XL_(b
Do consider carefully the above before you could reach an amicable solution to the problem. [/quote]y U)|$T2x

Q beN~9u#U7p5BcZ Thanks very much for your advice.:) 6cd@u0}:?Z
I will think it when we are discussing this issure in the Canton Fair,hope we can achieve a good result.

Any further news about it ?

[quote]Originally posted by [i]mazy[/i] at 2008-4-22 17:31 [url=http://forum.fobshanghai.com/redirect.php?goto=findpost&pid=3243321&ptid=321716][img]http://forum.fobshanghai.com/images/common/back.gif[/img][/url]g!PXf6_0J
Any further news about it ? [/quote]
_V]$i/S{*x au:e
` oue manage is dealing with it.0Mo^b1{L9A
We are in the Canton Fair,I donot know the news,not good,maybe.

[quote]Originally posted by [i]ykkdkky[/i] at 2008-4-17 20:49 [url=http://forum.fobshanghai.com/redirect.php?goto=findpost&pid=3241677&ptid=321716][img]http://forum.fobshanghai.com/images/common/back.gif[/img][/url]t|/^D`"a6H
My observation : it seems to me that whenever an inexperience trader has encountered the similar business claim situation, they firstly reacted panically and losing cool, more so worrying unable to retain the customer and as a result prone to settle whatever claim customer requested.
0my-p nZJ#l My suggestion+x.M#Ggh/X
1) keep cool, act rationally h-~)gLx*p
2) Recall and double check your whole dealing process starting from negotiation till completion of shipmentg bO;]@+G2j
3) Identify the real cause and finding proof to see where has gone wrong and who should hold the responsibility and to what extend
ON1]!Lzc 4) The possibility of insurance claimx$rqf}4m+q
5) The prospect of customer relationship or how important is the customer  to you or company
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_%r5eszr5t Do consider carefully the above before you could reach an amicable solution to the problem. [/quote]
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bkK"\pE4eHM thanks for your suggestions, it is really useful for me--A green hand.

:L We want to control the quatlity,but as a small company, we donot have the time and ernergy to deal with it, at the same time, the factories is far from our company, That is the disadvantage of us.v/@Ywx/Cg4ysJ;pL

Kb{`l&}S Don't have time and energy to deal with it? Quality is the key to survive. If you are not sure about the quality of your own products, how can clients trust its quality.  Of course it's not the responsibility of yours, but I think your company must pay attention to control quality strictly.