我用“专业”征服的第一个美国客户本人外贸菜鸟一枚，国际经济与贸易专业毕业。去年12月份从生活了22年的大西本来到浙江谋生，开始了自己的外贸路。 经常在外贸圈关注圈友的分享，但是自己是第一次把自己的外贸故事分享给大家，希望得到圈友的喜欢。。。因为文章是前几天整理给朋友作为案例的，所以本人（外贸业务员A)是以旁观者的角度来叙述的。发布在 外贸综合讨论区
通常情况a给国外的报价都是EXW， 如果客户需要运费，再将运费报给客户。 在12日晚上的报价中，总货值750美金，因为客户要求报门到门的价格，考虑到只有两箱货。a单独报了快递费给b. 因为快递费大于货值，所以经过多次协商，客户愿意接受海运（海运费40美金,海运时间30天）。 因此在20日客户双方以FOB上海 达成订单，并付款790美金给A公司，21日A公司收到了来自B公司的770美金（收款行扣取20美金手续费）。
22日开始安排生产，约定的发货日期是款到后15个工作日。但是9月1日a收到b的邮件如下：I don't need the candy pads anymore. Is there anything that can be done to get my money back? 这时a回复：I'm so sorry, we have finished the pads, tomorrow we will send out , ok ? b回复：Ok, no problem. Thank you
这时a担心客户会因为目的港费用（约300美金）太高而不提货，于是9月2日a告知b目的港费用。 b 恼羞成怒回复：This was not discussed. I agreed upon the shipping charge and charge for the candy pads, no other fee was mentioned. I refuse to pay that - this is on your company. I wouldn't have gone through with the order if I knew there was going to be ANOTHER $300 on top of the already outrageous shipping charge. 并且回复到：Please respond. If I don't receive the boxes due to misrepresentation of all costs, I will have to file a dispute through Alibaba.
a开始很担心,因为客户不愿意付目的港费用，眼看交货期也一天天逼近，超过发货时间买方未发货的话，客户提交争议，阿里巴巴也会介入处理。于是经过查询资料，咨询阿里巴巴工作人员，咨询外贸人士.....几近周折。终于靠自己所学习的书本知识加上4个月的从业经验，给b说明白了FOB 上海 的相关责任和风险的划分。发给b如下邮件：
I think now the problem is you do not need the pads, so you want us refund the payment of goods back to you. Right?
You do not have any idea to negotiate with me about how to solve the problem, just ask us to refund to you. But have you think about yourself? as a trader, you don't know what's the trade term. You do not acquire the basic knowledge of the international trade.
yes, I didn't tell u the destination fee, and you also don't know this. but our trade term is FOB Shanghai. so we just need ship the goods to the vessel you have nominated at Shanghai Port. So please provide me the vessel information. and i can pay the sea freight by myself. but the destination fee also should paid by yourself. do u know it or not????
Now we have produced the goods to you , you don't want them and want your money back, don't you think your thought is unrealistic???
You can let the Alibaba deal with the problem, but please remember that our trade term is FOB Shanghai. The date of Proforma Invoice is Aug 20, but when we received the money and you confirm the logo pattern at Aug 23. I have noted that the leading time is 15 working days. so you can caculate the latest lead time is Sep 14th,2015.
As for FOB trade terms, the buyer should responsible for ship chartering and space booking, and notify the name and sailing date of vessel to seller, and the seller should responsible for the goods within the stipulated time loaded on the vessel named by buyer. but, if the buyer didn't not send the ship on schedule, the seller have right to cancel the contract and claim the compensation from the buyer.
Please also know. I promised you that I would help you ship the goods at Boston Port. but i didn't promise you i would help u for ship chartering and space booking. even though i promised you ship chartering and space booking, if i can't rent the ship or i can't book the space, the buyer (you) should be responsible for the risk. and the buyer have no right to ask for compensation or cancel contract.
Please read carefully, if you can't know ,you can ask for someone to help you.
9月6日a回复b：Do you still need the pads? Now if you choose the sea transportation, the destination fee is about 300$ or more and the time is too long. I think you can choose ship the pads by air,and the EMS fee is also about 300$ . you will need only 5 to 7 days can received the pads. How about your thought?
9月7日晚上b依旧态度很坚定的回复：I will not be paying the $300 you failed to tell me bout.Either you cover that cost because it was negligence by your company or you keep the pads and give me a refund. I won’t say it again. Unless you are going to do one of those, Please don’t email me againas we won’t have a deal.收到邮件a立即回复：Our manager have said that you should provide us ur shipper, so i can deliver the pads to your shipper. If you do not provide shipper or the name and sailing time of the vessel,who can we deliver the pads to??
于是就再也没有理b了。直到9月10日晚上，a收到b的邮件：My address is 10 Coffin Street, West Newbury, MA 02185. I was EXTREMELY disastisfied with your service and conduct of your company, and will be sure to make it known anywhere I can. Please send the pads and let me know where I can pick them up.
于是a回复：Now will you choose the Sea shipment or the Air shipment?
1. If you choose the sea shipment, you should pick the pads at Boston Port, when the custom clearance the goods, you may need pay about 300$. and ship the good to your destination. you know the sea shipment need about 30days. so it's slow.
2. 2. If you choose the air shipment. the Express can directly send the pads to your destination.But you should transfer the Express fee to us. about 6 days you can receive the pads. the Express fee is about 350$, but we charged u 40$ sea freight, so you should pay us 310$ is OK.
Which one do you choose?
7月31日下午，她收到了来自德国的Rocky的的消息：“please send me your e-mail address. My colleague will contact you.”.看到消息她立即回复自己所有联系信息。 不料几分钟后就有一名为 Boris 发来Skype 好友请求。 同意后得知此人正是德国老 Rocky的同事，经过了解Boris是德国公司驻香港办事处的采购。 于是此后的谈判过程她大多都是和Boris 通过e-mail和Skype同时沟通的。
通过双方互相核对样品后，8月5日，她第一次报价给了客户并收到如下回复：Pls can you send us some sample for the 3ply cushion with 3mm, and also some glassine paper which same as the samples we sent to you.
We also compare the price with our existing supplier from Poland, the price that made in China is around 6 to 7% higher than what we order from Europe.
but as this time our paper box is Made in China, so we also want to order these cushion paper and glassine paper in China to save some of the transportation cost.
Pls can you review your quotation and offer some better price, then I can convince my Germany office order it from your company.
We will always get re-order every season for these material, this is the long term business.
I wait for your reply.
在8月7日收到Boris的回复及目标价格。目标价格和第一次报价差别比较大，于是她给了一个discount重发报价单给Boris 并告知：“if any quantity changes, the price will be different. ”。然后8月10收到Boris 回复：“We checking your update quotation now, we will get back to you ASAP.”。 可以就这样一等就是10天。终于在8月17日早晨收到Boris回复：“Thank you for your follow up, we are interest to order these cushion paper and classiness paper from your side.
Now we are checking some more detail information at our side.
For the order, what is your payment term ? Can we pay 100% before delivery ?
thank you.”她很高兴，心想幸福来的也太快了吧，客户还这么爽快。100% T/T before delivery. 但是她依旧和往常一样回复Boris：“Regarding the order. Our payment terms is 30% deposit, 70% balance should be paid before shipment.
Our bulk order lead time is 15days after we received the deposit.
可是Boris将订单的数量进行了调整，有的数量增加。于是在8月18日第三次报价并将PI和付款信息发给客户。 Boris也回复到：“My Germany Account inform me they will arrange 30% deposit to your company for this order. When they did it today, they will send out the bank confirmation, then I can forward it to you.
For the production, we need your help, we need to take some small qty send out by FEDEX to our customer at Germany dirctly.
We must send out at 27 Aug 2015 which is latest, pls see the attached file for the details qty and size we need.
I think only two carton box is OK.
You can use our FEDEX A/C.
The balance qty with big qty is send to our Dongguan factory.
Pls check and confirm this is clear for you, thank you and hope this is the start for our long term business cooperation.
20号早晨收到Boris发来的付款水单后发现 Advising Bank add 不符。于是她告知Boris, 但Boris回复如下：“This is OK, you ask you’re a/C to show this bank confirmation to your Shanghai Pudong Development Bank. And check with your bank tomorrow.
If your bank find any problem, then they will inform your company and us.
The SWIFT code and Account no is correct, then all OK.
We did the payment transfer to China different factory every day.
Again, we need to send out the small qty for the cushion and glassine paper at 27 Aug, this is MUST send out on time without one day delay.
This is very critical and important for us.
thank you.”好吧，既然客户这么肯定，那就再等等。通常收到款后再安排生产的，考虑到8 月27号要发出一部分货。她就把订单递交领导申请提前安排生产。 问题出现了......
领导说她的报价低了很多，本来该加的那部分费用没加上......问题发现了，价格已经低了。 领导让她电邮Boris说价格报错了。要么停止订单，要么补差价。 她把实际情况告诉Boris 后， Boris当然火冒三丈了，回复如下：“We do business with China supplier more than 10 years and never hear this issue. The Money is on the way to your bank, we have no way to stop it.
Pls can you ask your manager or your boss call me to discuss, or can you provide their contact information, then I can call them for discussion.
Now the total cost is increase from USD 13889 to become USD 16492, the cost different is USD 2603.
We need to discuss by phone or by skype to solve the problem today.” 起初她告诉Boris“Our boss can’t speak English, so i will in charge of the case”, 但是收到Boris回复：“没关系，普通话，粤语都可以”。 天呐，她居然忽略了这个问题。Boris 是香港人啊！！！ 于是Boris 和Boss 通过协商决定补差价USD1300. 好了，悬着的心终于放下了。可是收到了manager（Boss的老婆）的qq消息：“这个订单你不用跟了，我来负责。” 你知道这对她来说意味着什么吗？？？
她只能被迫心酸的发给Boris最后一封邮件：“my manager Zeo will in charge of this order. I'm so sorry with the inconvenience of this situation.”...... 8月24日她在公司总邮箱看到了来自德国的***公司USD 4556 到账通知邮件......
2. 要熟练掌握成本，运费核算。不要随便的将EXW 换成FOB/CIF 等，要仔细认真的核算。用数据说明问题。