Case Report: Full-Process Follow-Up on Excavator Solenoid Valve Purchase by a New Client in Haiti

Case Details

Case No.: COGENG-2026-HAITI-01 (First Order)
Client Information: Henry Perpignand (Haitian client, based in the US/Dominican Republic, travels back and forth to Haiti)
Supplier: COGENG (Sales Representative: COGENG-HUGO)
Communication Platform: Instant messaging app
Case Period: October 21 – October 22, 2026 (cross-time-zone communication)
Products Involved: Caterpillar 320CU excavator solenoid valves (2 × 121-1490, 2 × 121-1491, 4 units total)
Transaction Amount: 5** USD (products *** USD + FedEx shipping *** USD)
Payment Method: PayPal
Current Status: Client has completed payment via PayPal, shipping address confirmed, awaiting shipment.

I. Case Background

On October 21, 2026, COGENG welcomed a brand-new client from Haiti. The client proactively sent an inquiry, needing to purchase 4 solenoid valves for their Caterpillar 320CU excavator. Because the client was in the middle of international travel (from Marrakech, Morocco to Barcelona, Spain, then transferring to Santo Domingo, Dominican Republic, and finally returning to Haiti), their itinerary was full of uncertainty, and there was a serious time-zone issue. This created certain challenges for logistics address confirmation, shipping cost calculation, and payment method selection. Sales representative COGENG-HUGO, through professional guidance and patience, successfully closed this cross-border order from a new client in just two days.

Overcoming Time Differences with Flexible, Convenient Payment Channels

Because the client was traveling across continents, the "time difference" became a major communication challenge. During the payment stage, the client initially tried to use a credit card and PayPal but encountered some difficulties while resetting the account. Our sales representative remained patient throughout, guided the client to provide the PayPal registration email (hperpignant@hotm***.com), and directly generated a secure PayPal Invoice link to send to the client. This greatly simplified the client's payment process and resolved the payment problem in one go.

II. Communication Process and Key Milestones

Phase 1: Requirement Confirmation and Cross-Border Itinerary Communication (October 21)

Clear requirement: The client got straight to the point, clearly stating the need for Caterpillar 320CU solenoid valves (models: 121-1490 and 121-1491), 2 of each.
Logistics pain point: The client stated they were traveling (currently in Morocco, going to Barcelona in 5 days, then to Santo Domingo, and back to Haiti next week) and asked whether they could receive the goods quickly in these cities or have them shipped directly to Haiti.
COGENG response: We immediately provided a quotation (unit price 1** USD, total for the two models 4** USD) and asked the client, "Which city are you in now? Where should it be delivered?" guiding the client to clarify the final delivery destination.

Phase 2: Address Verification and Shipping Cost Calculation (October 21 – October 22)

Obtaining preliminary address: On the evening of October 21, the client provided a preliminary address in Haiti: 25 village Tecina, Cazeau Haïti HT6124.
Professionally requesting postal code: On the morning of October 22, COGENG-HUGO demonstrated a high level of professionalism, explaining to the client: "We need the correct postal code so we can calculate the accurate shipping cost based on the quantity of goods and ensure logistics can accurately deliver to your location."
Providing itemized details and shipping cost: After calculation, we immediately provided a clear billing breakdown:
- 121-1490: $1** × 2 = $2**
- 121-1491: $1** × 2 = $2**
- FedEx shipping: $1**
- Total: $5** USD (clear and transparent, no hidden charges)

Phase 3: Payment Method Negotiation and Flexible Solution (October 22)

Client proposed credit card: When we asked about the payment method, the client first chose a credit card.
COGENG guided toward platform payment: Because direct cross-border credit card charging was inconvenient, we asked whether the client had a PayPal or Alibaba account and suggested that Alibaba would be more convenient.
Overcoming time-zone barriers: The client replied that they were trying to reset their PayPal password and expressed helplessly: "I was traveling, with time difference, it was killing me."
Proactively generating an invoice: To save the client time, COGENG-HUGO proactively offered: "Please send me the email registered with your PayPal, and I will create the invoice and send you the link so you can pay conveniently."
Payment completed: After the client provided the email (hperpignand@hotm*.com), we quickly generated a dedicated Invoice link via PayPal. The client clicked the link and successfully completed the $5 payment.

Phase 4: Shipping Address Change and Phone Confirmation (After Payment)

Address change: After payment was completed, we asked for the specific delivery address. The client suddenly changed the shipping address and provided their office address in Port-au-Prince, Haiti:
- Recipient: Henry Perpignand
- Address: 3 Rue Gabart, Petion ****, Haiti HT6140
- Phone: 509 3441-**** and 786 828-2***
Rigorous secondary confirmation: COGENG-HUGO astutely noticed the two different phone numbers and asked: "What are these two numbers? Are they contact numbers?"
Client emphasized key information: The client solemnly replied: "That's my number, you must write them on it, or they will not deliver." This reflects the reality that local logistics in Haiti rely heavily on phone contact. We immediately confirmed to ensure the shipping label information was correct.

III. Core Highlights and Difficulty Analysis of the Case

1. Difficulty: Client's Variable Itinerary and Time-Zone Communication

Manifestation: The client was on an international trip crossing multiple time zones, unable to reply promptly, and the delivery destination was variable (from asking about Morocco/Barcelona to finally confirming Haiti).
Response: COGENG-HUGO did not rush the client but patiently waited for replies (e.g., a message sent on Saturday was only answered on Tuesday). When the client expressed suffering from the time difference, we showed understanding and adopted the "we proactively generate the PayPal invoice" service, greatly reducing the client's effort and facilitating a quick close.

2. Highlight: Professional Quotation and Shipping Cost Explanation

Manifestation: After confirming the address, we did not give a vague quotation but listed the product unit price, quantity, FedEx shipping, and total price clearly in an itemized format ($2** + $2** + $1** = $5**). This transparent quoting method greatly increased the new client's sense of trust.

3. Key Risk Control: Astute Verification of Shipping Address and Phone Numbers

Manifestation: The shipping address provided by the client changed from a rural area (Cazeau) to a capital city office (Petion Ville).
Response: We not only confirmed the detailed address but also specifically asked about the purpose of the phone numbers. The client explicitly instructed that "both numbers must be written on the shipping label." This is the lifeline for successful delivery of this order's logistics, and COGENG must strictly comply during the shipping process.

4. Flexible Compromise on Payment Method

The client originally wanted to use a credit card and did not have an Alibaba account. COGENG did not force the client to register with Alibaba but instead accommodated the client's preference by proactively generating a PayPal Invoice, resolving the new client's payment pain point and demonstrating "result-oriented" sales flexibility.

IV. Follow-Up Shipping Action Checklist (Important)

Since the goods are about to be shipped to Haiti, the logistics and sales departments must pay attention to the following:

Shipping label information verification: When entering the address in the FedEx shipping system, be sure to completely enter both of the client's phone numbers:
- +509 3441-0***
- +1 (786) 828-27**
It is recommended to add a note in the address field: "Please call both numbers upon arrival for delivery."
Photo record before shipment: After packing, it is recommended to take a photo of the package with the shipping label and send it to the client so they can confirm the address and phone numbers are clear and correct.
Timeliness reassurance and follow-up: Haiti is a logistics-sensitive area, and timeliness may be unstable. After shipment, the FedEx tracking number should be sent to the client immediately, along with the estimated transit time.
Client profile establishment: Mark this client as a "high-potential client." Although their whereabouts are uncertain, their mining/engineering equipment needs are genuine. Record their permanent email and two phone numbers to prepare for future repurchases.

V. Case Summary

This case is a typical successful communication example of "efficiently converting a new client." Faced with the client's complex travel status, time-zone troubles, payment obstacles, and shipping address changes, COGENG-HUGO demonstrated a high level of sales professionalism:

Composed and clear in explanation: Quickly provided quotations and shipping cost details.
Proactive service, clearing obstacles: Proactively assisted in generating the PayPal invoice on the client's behalf.
Meticulous and rigorous, controlling risks: Made final confirmation of Haiti's complex phone-based delivery requirements.

At this point, the client has paid in full (5** USD), and the order has officially entered the shipping stage. As long as the subsequent logistics are successfully delivered, this Haitian client has strong potential to become a stable repeat client for COGENG in the Caribbean region.

Report Prepared by: COGENG Business Support Department
Report Date: October 29, 2026

*shipping Details Return Sales*
Sales price:
Please contact COGENG sales customer service for specific prices.
Shipping method:
The specific arrangement will be based on the cargo situation.
Estimated delivery time:
It is based on the shipping time of the logistics company, and the arrival time shown shall prevail.
Contact details are at the bottom.
MerchantReturnPolicy:
The products shipped are not returnable or exchangeable.