The client is a Turkish Amazon seller we have been cooperating with for a long time. The main product is baby nail clipper sets, and the requirements for timeliness and quality are very strict. The client was preparing for an important round of promotion on Amazon, but faced the risk of out-of-stock due to sudden logistics problems.
The entire batch of the client's goods was returned by customs after arriving in the United States because of a declaration problem during the freight forwarding process. This means that the client not only cannot receive the goods in time, but also needs to wait for the entire batch of goods to be returned to China and then re-arrange the shipment, which is time-consuming and likely to affect its store operations and rankings on Amazon.
As soon as we learned the news, we quickly activated the emergency mechanism:
We took the initiative to contact the client at the first time, explained the situation in detail, and proposed a solution:
· ✅ Bear the air freight free of charge, and urgently send a part of the inventory products to the client by air to ensure that the customer's store operations on Amazon are not interrupted.
· ✅ Actively coordinate stocking, confirm the existing inventory before re-shipping the sea freight part, and repeatedly communicate with the customer about details such as color and packaging.
· ✅ Respect customer experience. When customers reported minor defects in products shipped by air, we immediately promised to replace the products for free in the next batch and provide a small discount to show our sincerity.
· Customer feedback:
At first, the customer was emotional (even sent "wtf") and was dissatisfied with the product, but we did not shirk or avoid it, but continued to communicate and actively respond. In the end, the customer expressed his acceptance of our plan, recognized our service attitude, and continued to promote cooperation. As the customer said: "OK, send now" - from anger to trust, we win the hearts of customers with actions.
Because we are not a supplier who pushes the responsibility, but a "comrade-in-arms" who is willing to solve problems with customers.
We respond immediately, without evasion or shirking;
We advance the cost for customers and share risks with practical actions;
We insist on being customer-centric, even if we are questioned, we choose to win back trust with service;
We continue to optimize processes and switch to more stable and reliable transportation methods to ensure smooth and worry-free cooperation in the future
