一、明确概念：收货确认 ≠ 客户签收，而是客户无争议的明确反馈，标志货物进入结算阶段。
二、“不确认收货”四大类型识别（风险分级）
类别
行为表现
背后动机
风险等级
忘记了 / 忙
到货后未检查或未回复
非恶意
低
物流未清关
货物滞留港口或海关查验中
暂未实际收货
中
故意拖延
存在质量疑虑或意图拖尾款
需警惕
高
收货不付款
已提货但拒不承认
风险极高
极高
三、收货确认的本质：形成“客户正面确认 + 物流凭证 + 发货记录”的闭环证据链。
四、三步建立收货确认闭环（SOP模型）
Step 1：实时掌控物流状态（Tracking）
发货后主动跟踪：海运关注ETA、提单、电放信息；快递留存签收截图及平台物流证明。
Step 2：主动发起收货确认请求
📌 不等待客户反馈，应主动礼貌跟进并要求确认。
跟进邮件模板：
Hi [Name],
We noticed the shipment of your order [Invoice #XXX] has arrived on [Date] based on the tracking information.
Could you kindly confirm:
– Goods received in good condition?
– Any feedback or issues?
Once confirmed, we’ll proceed with the invoice closure and future arrangements.
Thanks again for your business!
Step 3：留存确认凭证
保存客户“收到了”“everything is OK”等正面回复；
截图邮件/WhatsApp/Skype/WeChat沟通记录；
归档至客户档案（建议使用Notion/Excel/CRM系统）。
五、客户迟迟不确认？分场景应对策略
场景1：客户称“尚未检查”
📌 回应要点：委婉催促 + 提供协助
Hi [Name],
Hope everything is going well.
We’d appreciate it if you could take a moment to check the goods and confirm receipt.
If you need any help during inspection, feel free to let us know.
Thanks!
场景2：客户已签收但无回应
📌 建议行动：邮件+电话双渠道跟进，必要时抄送对方负责人以提升重视度。
Hi [Name],
According to our tracking record, the shipment was delivered on [Date].
We haven’t received any feedback yet. Kindly confirm if the goods arrived safely and whether everything is in order.
If there’s any issue, let us know so we can support you accordingly.
Thanks in advance!
场景3：客户沉默+拖延尾款
📌 此为信用风险临界点，建议采取以下措施：
动作
说明
发送正式通知邮件
明确货已签收，若无异议视为默认验收
启动付款提醒流程
发出“发票到期 + 尾款提醒”邮件
设定后续订单条件
新订单须结清前款方可执行
财务或管理层介入
提高沟通层级，增强压力
邮件模板：默认验收 + 启动催款
Hi [Name],
As per the tracking record, the goods were delivered on [Date].
Since we haven’t received any objection or feedback, we assume the goods are accepted as per order.
Kindly arrange the final payment of USD XXX at your earliest convenience.
Let us know if you need any documents to support the payment.
Best regards,
[Your Name]
六、预防“收货不确认”的四大实操技巧
方法
操作
发货前提醒客户“收货请确认”
在PI、合同或邮件中提前告知，设立预期
提供装箱照片与发货清单
留存影像凭证，防止争议
发送发货通知及预计到港时间
便于客户安排清关与验货
设置定时提醒
利用Notion / Trello / CRM 设置“收货确认待办”
七、收货确认与合同条款联动建议
建议在PI或合同中注明：
The buyer shall confirm receipt of goods within 5 working days after arrival.
In the absence of any complaint within 7 days of receipt, the goods shall be deemed accepted by default.
📌 明确条款后，可依法依约执行“默认验收”并启动催款程序。
八、客户恶意拖延确认？分层应对策略
动机
应对策略
意图拖延付款
转为预付模式，新单需全款到账
借机压价
提供质检报告与实物图片，驳回不合理诉求
企图赖账或弃货
发送正式催款函，说明违约后果
以转售结果决定是否付款
合同中明确“收货即付款”，排除销售关联性
应对恶意拖延邮件模板：
Hi [Name],
We value our cooperation and expect timely communication from both sides.
Since the goods have been received and no issue was raised within the standard confirmation period, we consider the shipment accepted.
Please proceed with the payment accordingly. If there's any specific concern, let us know by [Date].
Thanks for your understanding.
九、总结：实现从被动等待到主动管理的转变
常见误区 ❌
高阶操作 ✅
货到后等客户主动反馈
自主跟踪物流 + 主动提醒确认
不敢催款
采用合理频率 + 温和专业话术
未保留发货凭证
拍摄装箱照、保存物流截图并归档
仅依赖邮件沟通
多渠道联系 + 抄送关键决策人
未约定合同条款
提前写明收货、验收、退货规则