（毅冰原创）客户因疫情取消订单的跟进思路

本篇优秀文章被收录在“邮件开发客户”专题

疫情影响下，很多客户取消订单，或者推迟订单的现象，都陆续出现。

我们当然希望一切照旧，哪怕新订单缓一步，现有订单最好还是可以照常出货，这对供应商的影响会降低到最小。可现实情况是，许多客户真的撑不住了，门店停业，没有销量，库存居高不下，就只能取消现有的订单。

面对这种情况，我觉得要一分为二来分析。具体的回复和应对策略，随着订单现状的不同，应该是不一样的。

可能性一：订单已经安排下去，产生了成本。

这种情况下，我们一方面需要安抚客户，对疫情带来的销售困难感同身受，另一方面需要尽可能通过谈判，来找一个折中方案。

如果原材料已经备好，可以跟客户谈，暂时帮他留着这批材料，等后续疫情过去后，我们可以重新开始订单。邮件或许可以这样写：

Hi Jack,

We totally understand your situation, and hope everything goes well.

Regarding this order, all the material and components were already in place. Is it possible to HOLD the order instead of cancellation? And we could continue the business after the epidemic.

Take care,

Yibing

如果已经开始或已经完成生产，又无法转卖的情况下，可以跟客户商量，对于这批货，我方可以提供免费的仓储，然后我们三个月后，根据情况再决定下一步。邮件或许可以这样写：

Hi Jack,

Sorry to hear that. And we really hope you’re okay in this critical moment.

Actually, we have finished this order and plan to ship them in 2 weeks. I think the frozen market is temporary, and everything will be better in the near future.

Shall we just suspend the order maybe 3 months? We could arrange the storage in our warehouse free of charge. And let’s discuss and fix this issue then.

Please let me know if you need any further assistance.

Regards,

Yibing

然后根据客户的反馈，再详细研究如何应对和深入谈判。

可能性二：订单还没有安排下去，并没有产生成本。

这时候，我们更加应该体谅客户的难处，不给对方增加麻烦，也不让对方觉得更糟心。所以取消订单肯定可以，如今的取消，是为了后面可以更好的合作。

这时候的邮件思路，我觉得一方面要支持客户，理解对方；另一方面打打情感牌，为将来的继续合作奠定基础。邮件或许可以这样写：

Hello Jack,

I just saw that you have changed your mind to stop the running order. OK, you have my word. I understand it isn’t a good fit to proceed.

Please realize it’s my honor to be on service of you, present and future.

Should you have any further questions or need any assistance, please do not hesitate to contact me. I’m here 24/7.

Take care and good luck!