作为消费者的我们，也会经常上国内各大平台上购物消费，对于平台的三包服务更是赞许有加，但当这个情况换成跨境贸易后，就不那么简单了：
As consumers, we often shop on the platform and we are more appreciative of the platform with three guarantees. But when this situation is replaced by cross-border trade, it is not so simple:
新人Alice在某平台上接了一张样品单，虽然是样品单，Alice还是满心欢喜，开开心跟客户谈妥一切后，客户在平台上支付货款了，Alice随后安排生产。
The newcomer Alice took a sample order on a platform. Although it was a sample order, Alice was still full of joy. After she negotiated with the customer, the customer paid for the purchase on the platform. Later, Alice then arranged the production.
后来，由于某一样材料短缺，导致这位客户的产品无法按时发货，Alice马上联系客户沟通，客户最终接受了。但Alice忘记还需要在平台上进行超期发货操作。最终发货后，客户那边一直没有点收货，直到平台系统到期后自动确认收货了。
Later, due to a shortage of materials, the customer's products could not be delivered on time. Alice immediately contacted the customer and the customer finally accepted it, but Alice forgot to perform the overdue delivery on the platform. After the final delivery, the customer had not received the goods until the platform system expired and automatically confirmed the receipt.
谁知，一个月后客户联系上Alice，告知，由于清关等等产生了大量的费用，他们现在以超期发货为由要求我方退款500美金，并且不退货！！
But, a month later, the customer contacted Alice, telling that a large amount of expenses were caused due to customs clearance and so on. So they now required to refund 500 US dollars on the grounds of overdue delivery, and will not return goods.
平台上的仲裁团队也打电话来，虽然说话很客气，但是意思很明确，要求我们最好就是赔钱了事。客户也非常强硬表示如果不接受他们的要求，就会发起信用卡退款，要求退还所有的货款和运费。
The arbitration team on the platform called us with polite speech, but the meaning wasvery clear, telling us to lose money was the best thing. The customer’s attitude was also very tough, saying that if we didn’t accept their request, he will initiate a credit card refund and requested a refund of all purchases and shipping costs.
对于像Alice这种情况，我们认为：
首先，在肯定会超期发货的时候就应该联系客户修改阿里信保的交货期，防患于未然永远好过事后处理。平台上永远是偏向于客户的。
First of all, when it is certain that it will be overdue, you should contact the customer to modify the delivery date of trade assurance of Alibaba, preventing it from happening in the future. The platform is always biased towards customers.
其次，既然已经发生了，想办法跟客户协商尽量减少退款金额从而减少损失，比如可以跟客户说我们这边承担一些的费用，但是500美金太多了，做出点让步。或者你去跟平台协商让客户退货，然后你这边退款给他，但是这中间也会产生退回来的很多费用，自己考虑好。
Secondly, since it has already happened, I want to find a way to negotiate with the customer to minimize the amount of refund and reduce the loss. For example, we can tell the customer that we are responsible for some expenses, but $500 is so much and ask him to make some concessions. Or you turn to the platform to ask the customer to return the goods, and then you give him a refund, but there will be a lot of expenses back in this process. So consider it carefully.
最后，一定要提前把能想象得到的漏洞堵住啊，就像你这个交货期，不然就会像现在这样被客户抓住把柄，左右为难。
Finally, you must block the imaginable loopholes in advance, just like your delivery date, or you will be caught by the customer and fall into the dilemma.
