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Hi all,
I will try to keep it short. What would you think is the right choice in this situation? I know in the end it is my decision, but some viewpoints would be useful.
I had ordered inventory with this supplier from China and they sent the goods via DHL Express through a forwarder that they use. With this first order I forgot to mention that the shipping address should be different from the invoice address, so that was my bad. DHL told me I did not have the authority to change the address, but the shipper (the forwarder of my supplier) could easily change the address by just making a call. In the end the forwarder said they changed the address, but this was not true.
Now for the second order of another product, I explicitly told the supplier that the shipping/delivery address would be a different address than the invoice address, but apparantly the forwarder did not listen and sent it to the invoice address. Again the forwarder basically refuses to change the address.
Now because of this the shipment will arrive 3 days later for us to inspect. If the quality of the product is good, then we would be able to order a big amount and ship via train. But now the inspection is 3 days later than it would have been had the forwarder changed the address by simply picking up the phone and calling DHL. This means that the shipment via train has been delayed by 7 days and we would have to send the inventory for these 7 days via air instead of train in order to not run out of inventory. This will cost more (air is more expensive than train), so because of the delay we will lose money.
Now the supplier says that they are willing to refund me this loss, is it a wise choice to accept this refund? Or will it damage my reputation with them or affect our relationship in a bad way? This supplier provides me with 2 different products that are good and maybe more in the future. I would like to have a long term relationship with them. But the thing is, it was sooooo easy for the forwarder to just pick up the phone and save me all the hassle and delay. DHL confirmed it multiple times that they could easily change the address.
Looking forward to your opinion! Thank you!
I will try to keep it short. What would you think is the right choice in this situation? I know in the end it is my decision, but some viewpoints would be useful.
I had ordered inventory with this supplier from China and they sent the goods via DHL Express through a forwarder that they use. With this first order I forgot to mention that the shipping address should be different from the invoice address, so that was my bad. DHL told me I did not have the authority to change the address, but the shipper (the forwarder of my supplier) could easily change the address by just making a call. In the end the forwarder said they changed the address, but this was not true.
Now for the second order of another product, I explicitly told the supplier that the shipping/delivery address would be a different address than the invoice address, but apparantly the forwarder did not listen and sent it to the invoice address. Again the forwarder basically refuses to change the address.
Now because of this the shipment will arrive 3 days later for us to inspect. If the quality of the product is good, then we would be able to order a big amount and ship via train. But now the inspection is 3 days later than it would have been had the forwarder changed the address by simply picking up the phone and calling DHL. This means that the shipment via train has been delayed by 7 days and we would have to send the inventory for these 7 days via air instead of train in order to not run out of inventory. This will cost more (air is more expensive than train), so because of the delay we will lose money.
Now the supplier says that they are willing to refund me this loss, is it a wise choice to accept this refund? Or will it damage my reputation with them or affect our relationship in a bad way? This supplier provides me with 2 different products that are good and maybe more in the future. I would like to have a long term relationship with them. But the thing is, it was sooooo easy for the forwarder to just pick up the phone and save me all the hassle and delay. DHL confirmed it multiple times that they could easily change the address.
Looking forward to your opinion! Thank you!
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