Right now I’m at the bank, getting ready to transfer $2,500 to a customer. Here’s what happened: under CIF terms, one of the customer’s pallet accessories was left behind at Shanghai Port. After receiving the customer’s feedback, we immediately reassured them, telling them not to worry and promising that we would provide a satisfactory solution.

We then pulled all the surveillance footage to trace where the pallet might have been lost. After a full day of careful checking, we finally found the pallet accessories in the warehouse at Shanghai Port. Once the goods were located, we immediately arranged air freight. To ensure the customer’s follow-up work wasn’t delayed, we covered the entire air freight cost ourselves.

Not only that, we also took care of all the fees at the destination port—customs clearance, pickup fees, and land transport—so the customer didn’t have to pay a single cent. The total cost was about $8,000. Although it was a painful expense, Supro Trailer has always believed that reputation is the foundation for standing in the international market. We never avoid the losses we are responsible for, and we never pass the burden onto our customers!