一大早，收到客户Y的3封email，是关于3个退货的文件，其中2个退货附上了所有的相关文件，另外一个缺了一个关键的我公司签字的退货证明（POD）。听同事说Y是刚到她们公司不到一年的年轻姑娘，估计是一时疏忽，忘attach到email上了。因为Y的email口气强硬，关键处还加了下划线，并且提出8月份她们付款后将不再接受我们关于她们这些退货扣款的任何询问。所以我立刻回了她的email, 要求她把相关文件补齐，以免以后再有问题。没想到，就这么简单的一件小事惹来不少麻烦。Y估计当天心情不好，突然暴跳如雷，出言不逊，也引发了我的斗志，决定借这个机会训练一下懈怠的脑细胞。下面是陆续收到和发出的email:

Y:    收到客户email，口气强硬，但paperwork 不全。

Please see attached of our Adjustment note 727112311 which has been applied into our system.
The goods has been returned and signed by T (your DRIVER) on Friday, 24/6/16.
We are not taking any enquiries regarding this credit note when the payment will be due on 31/08/16

Me:   要求提供缺失的POD（退货证明）
 
Thanks for your email. Is that possible to provide a POD for the claim# 727112311?
Also, could you please email to B (B's email address) regarding the claims instead of me in future?
Many thanks
 
Y:   客户突然报粗，完全没发现自己忘记attach POD。

Do not be lazy.
I have sent an email this morning for all that paperworks 727112311 which your driver (T) has signed it .
Did you see or open the attach?
We are not providing POD if your driver has signed all the paperwork.
Please get more organise with your all departments or people instead bothering me to provide POD

Me:   按捺怒火，让对方仔细检查，并婉转提醒对方注意职业态度。

I received 4 emails from you this morning regarding 3 claims. And I have opened all attachments. 2 claims(727112325, 727112309 are with all paper works. Only claim 727112311 was without GRA and POD. Please see the following email and the attached file you sent to me.
Please double check if you have sent me all paperworks as you said. It’s not easy to have professional attitude all the time and to see everything on your attachment.

Y:   客户爆发，指责我方，并威胁将拖延付款。

I have sent all that GRR (GOODS RETURN REQUEST) 727112311 and POD TO YOUR COMPANY ALSO I CC TO S AND B on 21/06/16.
Lack of attention and co operation between your staffs
How many times I have to send it to your company?
I seems there was a big mess in return department at your company.
If this case is still going on from now on, I will be delaying processing all your invoices.

Me: (cc to customer's manager)   和客户无法沟通，CC她的上司提醒她按照合同办事。

As it stated on your claim copy that the goods were picked up on 24/6/2016. How did you send us the POD on 21/6/2016? Could you please double check?
Regarding to the processing of our invoices, please refer to the terms on the agreement between our 2 companies. I have copy these emails to your manager, please check with him/her what your procedure should be.

Y: (cc to her manager)   客户去除处所有情绪用词，环顾左右而言它。

I have sent GRR (GOODS RETURN REQUEST) on 21/06/16.
We received your GRA S351246 on 21/06/2016 from S's email
The goods has been picked up by your driver (T) on 24/06/2016.

Me: (cc to customer’s manager)   再次要求提供退货证明，明示客户不要浪费双方时间。

All the emails regarding the claim 727112311 started with the following your reply. It was very rude and wasted both of our time. You said you had sent us POD for this claim. But after so many emails where is the POD? Could you please email to me to end this long conversation?

下面附上了客户第一封email供她经理参考。

“ Do not be lazy...................................................................

Please get more organise with your all departments or people instead bothering me to provide POD ” 

Y当天不再回复。等待一天以后向客户发出正式拒绝退款信，要求客户还款。

Me: (cc to customer’s manager) 拒绝退款请求，要求还款

We have contacted your branch tried to resolve the issue regarding the attached claim.  However, we could not obtain a Proof of Delivery (POD) to state that goods contained in the claim have been returned to us.  Please be noticed that we are not able to raise credit note and claim727112311 is thus rejected.   Should the POD of the claim has been found, please send to us as soon as possible.  Otherwise, this claim is to be reversed and the deducted amount is to be paid back to us.

Please do not hesitate to contact us if you have further queries re above matters.

当天下午，Y打电话给我同事，因为她不愿意和我讲话，也不肯把POD 直接发给我。大骂发泄一顿后，最终提供了POD退货证明。本想再给她多戳几刀，又觉得小题大做，浪费感情，算了，把她放了。

后来把这件事告诉了儿子：职场菜鸟，不要把情绪带到工作中，随时保持职场礼仪，如有疏忽，及时更正，检查自己，处处学习，才能飞得更高更远。