记一次追国外客户付税金的邮件

事情背景是这样的，有个客户9.25-9.26号客户发了三票DHL货，收件人在没付关税的情况下DHL分批派送了，没有签收单（实际情况是货全部派送了，但是现在官网还只显示部分派送了），现在DHL一直找我们付关税，后面有提供收件人邮箱给DHL，DHL也说有发账单给收件人，但是收件人说11.1号说已经付款了，但是11.7号DHL核实后并没付款记录。
有跟收件人沟通几次付关税问题，但是收件人都以没有开票为由，延后了付款，最后一次说11.1号已付，其实是没有付，客户说这是他做了20年的客户，客户说付了但是不方便提供付款凭证。
一些内容做了打码处理。

1.第一封邮件：
说明细，问是否付款了

Dear Mike ,

I hope this email finds you well. I am writing to you as the freight forwarder, Darren Chan, on behalf of Benny Kuang. We have encountered an issue regarding customs duties for three DHL shipments that were processed through our services.

It has come to our attention that the customs duties for the following consignments have not been settled, despite previous communications suggesting otherwise:

Tracking Number: 4909451**** – Customs Duty: Approximately USD 948.25

Tracking Number: 7459955****– Customs Duty: Approximately USD 897.25

Tracking Number: 154173**** – Customs Duty: Approximately USD 796.66

The total outstanding customs duties amount to approximately USD 2642.16. These shipments have been successfully delivered; however, DHL has confirmed multiple times that the payment for these duties has not been received as of today.

We kindly request that you contact your local DHL office to arrange payment for these duties. If you have already made the payment, please provide us with the payment receipt or proof of transaction. This will allow us to verify and resolve the situation promptly with DHL.

We apologize for any inconvenience this may have caused and appreciate your immediate attention to this matter. Your cooperation is highly valued in resolving this issue swiftly.

For your convenience, here are the contact details for DHL in the United States:

Toll-Free: 1-800-225-5345

Phone: 1-480-636-2571 / 1-859-817-8000

Thank you for your understanding and prompt response.

客户很快进行了回复：

Hi Darren,

We have a DHL account, and get invoiced for any shipping we do with DHL.

I mailed check# 7148*** on October 26th in the amount of $1,693.91 that paid 2 Invoices:

Invoice D20876****                           Tracking# 154173****

Invoice D20890****                          Tracking# 7459955****

This check cleared our bank account on November 3rd.

I mailed check# 71593 on November 2nd in the amount of $948.25 that paid the remaining invoice:

Invoice D208916***                           Tracking# 4909451****

This check cleared our bank account on November 7th.

These checks were mailed to :

DHL Express

19592 Collection Centre Drive ************

Please check to make sure that these payments have been properly processed.

Thanks, Mike
2.第二封邮件：
要付款证明

Dear Mike,

Thank you for your prompt response and for providing the detailed information regarding the payments for the DHL shipments.

Based on your description, it seems that the payments for the invoices corresponding to the tracking numbers 1541734****, 7459955***, and 490945**** have been processed and cleared through your bank.

To facilitate a swift resolution with DHL, could you please provide us with copies of the bank payment receipts or any transaction records for these payments? These documents will greatly assist us in confirming with DHL that the payments have been properly allocated to the respective invoices.

You can send the scanned copies of the payment records to this email address, or let us know if there is an alternate method you would prefer for sending these documents.

We appreciate your cooperation in this matter and look forward to resolving it promptly.

Thank you once again for your attention to this issue.

然后客户的回复

Hi Darren,

I will get copies of the cancelled checks over to you.

I have requested in the past that Invoices get emailed to me, but they are still coming via the post office.

Thanks, MIke

这里我有些懵逼了， cancelled checks，开始我还以为是客户没有付款成功，不能从字面意思上看：

"Cancelled checks"实际上是指已经被兑现（即付款成功）的支票。当一张支票被收款人或收款人的银行存入并且从开票人的账户中扣除相应金额后，这张支票就被认为是“cancelled”（取消的）。这种支票通常会被银行标记为已处理，并可能被退还给开票人或保存为电子记录。

这里当客户 Mike 提到将提供“cancelled checks”的副本时，他指的是作为付款凭证的支票复印件或扫描件，这些支票已经被成功兑现。这样的文件通常用于证明支付已经完成
3.第三封邮件
继续委婉的要付款的证明

Dear Mike,

Thank you for your swift response and for agreeing to send over the copies of the cancelled checks. We eagerly await these documents to facilitate the resolution of the payment issue with DHL.

Regarding the delivery of invoices, I understand your preference for receiving them via email. I apologize for any inconvenience caused by their arrival through the post office. I will make a note of your request and ensure that we communicate this preference clearly to DHL, in order to avoid similar situations in the future.

As we are keen to settle this matter promptly with DHL, could you please advise on the estimated timeframe for when we can expect to receive the copies of the cancelled checks? This will help us to coordinate more effectively with DHL and expedite the verification process.

We appreciate your cooperation in this matter and your prompt attention to these details.

Thank you once again, and please feel free to reach out if you have any further questions or require assistance.

Best regards,
然后客户没有回复
4.第四封邮件
和客户确认是否用他自己的DHL账号扣款的吗?是否和发票上的收件人名和公司名开户的账号吗？不一致容易退款。

Dear Mike,

I hope this message finds you well. As we continue to work towards resolving the payment issue with DHL, I would like to clarify a few additional details regarding the customs duty payment for the shipments.

Could you please confirm if the recipient of the shipments used your own DHL account for the duty payment? It is crucial for us to know whether the account used for payment matches the recipient’s name and company name as listed on the invoice.

Additionally, would it be possible for you to provide the DHL account number used for these payments? Providing both the invoice numbers and the associated DHL account number to DHL's billing department might expedite the verification process. Currently, their customer service is not able to verify the payment, and we are trying to reach out to their billing department for assistance.

It’s important to ascertain whether the account used for payment belongs to the recipient, as there have been instances where payments from third-party accounts were not accepted locally. We recently encountered a situation where DHL refunded the payment and returned the shipment due to a mismatch in account details.

Your assistance in providing these details would be greatly appreciated and will help us to ensure that the payment is properly accounted for by DHL.

Thank you for your attention to this matter and your continued cooperation.

然后客户有了回复：

Hi Chan,

Attached are the cleared checks and the invoices that were paid by them.

Payments have been made and we have never had this issue in the past.

Hopefully these documents will clear it up on your end.

Thanks, Mike

到这里拿到了付款的证明，明天再确认下，事情应该能够完整解决。

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