成果範例
Business letter: payment reminder to a wholesale client
Version A: polite but clear
Subject: Invoices HOC-0412 and HOC-0419: payment now 34 days overdue
Dear Ms. [Surname],
Thank you again for featuring our autumn mugs in your window display. We have heard from several of your customers who found us through your shop, and we value the partnership.
I am writing about two invoices that remain open:
| Invoice | Date | Amount | Due date |
|---|---|---|---|
| HOC-0412 | 2 September | $1,240.00 | 16 September |
| HOC-0419 | 9 September | $865.50 | 23 September |
| Total | $2,105.50 |
We have not yet received payment for either of them, and our reminder of 1 October went unanswered. If payment has already been sent, please accept our thanks and let me know the date so we can match it.
Could you please settle the total of $2,105.50 by [date, 7 days from sending]? Bank details are at the bottom of both invoices. If a split payment would be easier, reply to this email with a date for each part and we will gladly agree it.
We would like to plan your winter order together, and we can confirm the new collection as soon as the account is up to date.
Kind regards, [Your name] Hollow Oak Ceramics | [phone]
Version B: firm (changed paragraphs)
Subject: Final reminder: $2,105.50 overdue since September
Despite our reminder of 1 October, invoices HOC-0412 and HOC-0419 remain unpaid, now 34 days past their due dates.
Please pay the full $2,105.50 by [date]. Until the account is settled, we are unable to dispatch new orders, including the winter collection reserved for you.
If we do not receive payment or a reply by that date, we will apply the late fee set out in our terms of trade (section 5) and pass the matter to our collections partner.
Notes for you
- Use Version A first. If there is no reply within 7 days, send Version B.
- Fill in the bracketed fields and check that the invoice amounts match your records.
- Only mention the late fee if it really is in the terms the client signed.
Client: Hollow Oak Ceramics, a small pottery studio selling to gift shops Situation: a retail partner has not paid two invoices, now 34 days overdue. The studio wants the money, but also wants to keep the shop as a client. Delivered: one letter in two tones. Version A is below in full; Version B shows the paragraphs that change.
客戶與所有細節皆為虛構。
關於此服務
在系統中斷、出貨延遲或帳務錯誤之後，客戶評斷您的標準，往往不在事件本身，而在您如何說明。我們撰寫的道歉信，以平實的話說明發生了什麼事，不用官腔迴避地承認錯誤，告訴客戶這對他們代表什麼，以及您正在做出哪些改變以避免再次發生。若您提供補償，也會清楚寫明並說明如何申請。
包含內容
- 您會得到什麼一封客戶道歉郵件，含主旨、平實的說明、改善措施與後續步驟；標準版與進階版另含適合放在網站或社群頁面的簡短公告。以文字與檔案交付。
- 平實的說明發生了什麼，不用行話
- 真誠的道歉不說「對造成不便深感遺憾」這類官腔
- 對客戶的影響受影響的訂單、資料或帳號
- 修正與預防從現在起有哪些改變
- 補償細節若有提供，說明如何申請
服務流程
- 1事件事實您說明發生了什麼、已修正什麼
- 2草稿我們撰寫道歉內容與主旨
- 3寄出由您確認事實後寄給客戶
需要您提供的資料
發生了什麼事與時間、哪些人受影響、客戶看到了什麼、您已修正了什麼、任何補償，以及目前還不能說明的事項。
我們會詢問您：
- 出了什麼問題？有多少客戶受到影響？
- 還有任何未解決的問題嗎？
- 您會提供退款、點數或折扣嗎？
- 是否涉及個人資料？
比較方案
付款保障
下單時付款，但只有在驗收成果後，款項才會撥付。
- 固定價格付款後，方案價格不會變動。
- 款項先行保留付款時，金額只會先保留，在您驗收後才會撥付給服務。
- 交付前檢查每份成果在交到您手上之前都會經過品質檢查，您也可以在驗收前於訂單頁面查看成果。
- 免費修改在需求說明範圍內，可依方案允許的次數提出修改。
- 3 天後自動驗收若您在交付後 3 天內未驗收也未提出修改，成果將自動驗收。若您在交付後於訂單聊天室留言，訂單會暫停自動驗收；我們回覆後，可能會重新起算 3 天，並會在聊天室中告知。
- 重新製作或全額退款若成果不符合您的需求說明且修改後仍未改善，或製作時間超過交付期限的兩倍，請在訂單聊天室留言：我們將重新製作，或全額退還款項。
常見問題
你們會撰寫資料外洩通知嗎？
我們撰寫客戶會讀到的信件。外洩通知往往有法律規定的必要內容，請讓您的法務團隊檢查。
我們應該直接道歉嗎？
是的，明確地道歉一次即可。您的律師要求避免的任何承認內容，我們都不會寫入。
你們也能撰寫狀態頁更新嗎？
可以，標準版與進階版包含適合放在網站或社群頁面的精簡版。
沒有找到您要的答案？