How to persuade customer to afford shipping cost by air

Chris_Cai

你好Chris,我现在有个情况是这样子的。客户那边刚收到大货，现在客户把产品组装起来后发现产品的承重力不够，我们跟客户沟通说我们重新定材料补发给他，由于我们产品尺寸大，运费贵，怎么跟客户沟通并让他支付运费或者一部分运费? 这样写邮件可以吗？






After a thorough assessment of the situation, our team is also actively working on and identifying a solution to address the stability issue.
However, we would like to discuss a mutually agreeable arrangement regarding the shipping cost associated with this supplementary shipment.
Considering that there is a cost to reorder the material and to make the reinforced boards as well as the size and weight of the packaging to ship the reinforced boards, the shipping costs would increase if all of them were shipped by air.
In light of this, we propose sharing the shipping cost for the replacement part equally, wherein we cover a portin of the expense. This approach allows us to minimize the impact on both parties while ensure a swift resolution to the issue.


Please let us know your thoughts on this proposed solution, and if you are agreeable to sharing the shipping cost. We genuinely appreciate your understanding and looking forward to resolving this matter swiftly.

Chris_Cai

My suggestion:




After a thorough assessment of the situation（bearing capacity problem)①, our team is also actively working on and identifying a solution to address (a solution to address 可以换个说法）②the stability issue.（这里加一句话简要概括解决办法是什么） ③
However, we would like to discuss a mutually agreeable arrangement regarding the shipping cost associated with this supplementary shipment.
④Considering that there is a cost to reorder the material and to make the reinforced boards as well as the size and weight of the packaging to ship the reinforced boards, the shipping costs would increase if all of them were shipped by air.
In light of this, we（wonder if, sincerely hope,etc)⑤ propose sharing the shipping cost for the replacement part equally, wherein we cover a portin of the expense. This approach allows us to minimize the impact on both parties while ensure a swift resolution to the issue.⑥


Please let us know your thoughts on this proposed solution, and if you are agreeable to sharing the shipping cost. We genuinely appreciate your understanding and looking forward to resolving this matter swiftly.



①，问题已经发生了，已经进入到谈运费的进度了，在定义这个事情的时候，我的建议是承认这个problem。situation 偏中性。
②，indentifying a solution to address, address这个词有解决的意思，但是在商务邮件里很少用它来做解决的含义，因为商务里address出现的频率太高了。所以这段话建议换一个说法。
③，从邮件的条理来看，我们积极寻找解决方法，最好一笔带过是怎么解决，比如说是补发产品。再过渡到下文的however转折就比较流畅了。
④，补发的产品因为体积较大，所以运费高，这里要强调的除了重新订购原材料，还有空运和海运的费用不同，计价方式不同，可以解释下体积重量，这也是在为下文平摊运费做铺垫——因为运费高，最好再加上产品的利润本就不高，这两个原因结合起来，客户愿意承担运费的可能性比较高。
⑤，we propose,这段话开始是进入实际的运费谈判阶段，我们可以用更加委婉的语句让客户觉得是在商量。
⑥，虽然理所应当的是免费发更换的部件，但是在描述的时候，可以表达出来，一来可以清晰的告诉客户新的部件我们免费更换，二来再次表明，因为运费太高，我们建议可以均摊运费，一个免费引入到均摊，客户心理承受会更好。
这个地方我其实之前有建议，为了解决这个不愉快的事件，可以将客户承担的空运费部分后期以返单折扣或者抵扣的形式进行返还。


语句再简洁一些，这个回复就可以了。