服装外贸客诉处理与售后话术

Hi {Name}, Very sorry to hear about the shrinkage complaint — that's the kind of issue that tanks reviews, so let's fix it properly. To diagnose, please share: 1. Photo of shrunk garment + its size label 2. **How was it washed**: temp, cycle (delicate / normal / heavy)? Tumble dry high heat or low? 3. Any style/color trend, or all styles/all colors? Reason I ask: our pre-shrunk spec targets ≤3% length, ≤2% width shrinkage on standard care ("40°C wash + tumble dry low"). If the end customer used hot water 60°C + high heat dry, cotton can shrink 8–10% and it's not a manufacturing defect — it's a care instruction gap. **Two paths regardless of root cause**: - **If our garment is genuinely out of spec** (>3% length shrinkage under standard care in our re-test): I take full responsibility — replace at my cost, and we revise the care label to be more conservative for future batches. - **If garment tests within spec but end customers washed too hot**: Not technically our fault, but I'll offer 15% credit on your next PO as goodwill *and* upgrade the care label + hangtag to include a "wash cold, tumble low" icon in bold, so returns drop for future orders. I'll pull the retained garment from your batch and re-test today. Data by tomorrow. Best, {Your Name}

{名字} 您好， 缩水投诉抱歉——评论翻车事，认真修复。 请提供： 1. 缩水成衣+尺码标照片 2. **洗涤方式**：温度、程序（轻柔/普通/强力）？烘干高温 or 低温？ 3. 集中某款/某色还是全批？ 原因：我方预缩规格目标 ≤3% 长向、≤2% 宽向（标准护理"40℃ + 低温烘干"）。若终端用 60℃ + 高温烘干，棉可缩 8–10%，非制造缺陷，是护理说明缺口。 **不论根因两条路**： - **若我方衣实测超规**（在标准护理下 >3%）：全责——免费重发，同时修订洗标为下批更保守值 - **若在规格内但终端洗太烫**：技术上非我方责任，仍下单补贴 15% 作诚意，并升级洗标+吊牌加粗"冷洗低温烘"图标，未来订单降退货 今天调留样重测，明天前给数据。