基本情况：客户因为批量单要付全款的问题，要求取消订单，称跟CFM没有信任，要换供应商。

时间：2022年08月25日

处理方案

1. 陈述合作期间，CFM给客户带来的价值
2. 给出方案，明确账期的事情

Hi XXX,

We have been working together for many years, it is regretful to receive such a review.

Since 2018, CFM has invested most of our profits in building the digital factory and ordering system, creating a reliable and resilient supply chain for our customers. Through the system, we have improved the overall procurement efficiency of our customers, while continuously optimizing the cost structure and reducing production costs. In the case of rising raw material prices, we still provide customers with a relatively consistent and competitive price. We believe that what we provide to our customers is not only products but also a super supply chain and creates more added value for our customers.

Under the pressure of the epidemic in 2019-2020, CFM responded quickly with the help of the system, and extended the product line to launch many new products. Therefore, CFM and our partners both achieved a 30% increase in the case of the suspension of epidemic activities.

I know that we have encountered some problems with face mask orders before, but after we learned about the situation, we actively solved the problem as soon as possible. At that time, I did not receive any emails from you who disagreed with the solution, nor did I notice that you were dissatisfied with the solution. I am very sorry.

In fact, every time when there is a problem, CFM never tries to get out of the responsibility, but actively cooperates with customers to solve the problem. We do believe that all developments are accompanied by problems. We are also willing to work with our customers to solve problems and grow.

About the payment

For large orders, not only for you but for all of our other customers even million customers, pre-payment is required. And according to our financial rule, we only offer 15 days payment term for customers whose annual purchase amount is above USD$300,000.

However, I communicated with Kevin again, as a support and based on mutual trust, we will specially offer you the payment term of “Pay every 2 weeks” .

E.g. the orders you placed from August 1st to 14th should be paid on August 15th, and orders placed from August 15th to 28th should be paid on August 29th.

But regarding large orders, pre-payment is needed, and also as a special support for you, you only need to pay 30% of the prepayment for large orders, and the remaining balance will be paid according to the payment term.

What do you think? And our financial department will evaluate the credit based on the payment records.

Of course, if you don’t get advance payment from your customers for individual large orders, or need some special support, then we can understand, you can tell me the specific situation, and I have Kevin copied in this email, he will also check.

Looking forward to hearing from you, XXX. Please let me know.