2019年商务英语高级写作范文：投诉与索赔结果

　　1. Apology for Wrong Delivery为送错商品致歉

　　写作案例详解

　　Dear Mr.Right,

　　Thank you for your letter.We were very sorry to hear that you received the wrong delivery.We can only suppose that one of our packers confused two orders.

　　We sent you the correct machine you ordered by express this morning,and the documents have already been forwarded to you.Please send the wrong one back to us,and charge us with the cost.

　　We hope this arrangement is satisfactory.And we greatly regret the inconvenience caused by our errors and offer our sincere apologies to you.We can assure you that every effort will be made to ensure that similar errors do not occur again.

　　Yours sincerely,

　　George Obama

　　2. Clarification of Responsibility on Both Ends解释双方都有责任

　　写作案例详解

　　Dear Sirs,

　　Thank you for your letter of May 25 concerning the dress goods covering your order No.108.We regret to learn that you are not satisfied with our goods.

　　Upon receipt of your letter,we have studied your survey report carefully.In making our examination,we have found that the difference in quality is no more than usual,and indeed unavoidable in this kind of goods,and such color deviation existing between the products and the sample is normal and permissible.Besides the time-limit for the claim expired over one month ago.

　　Therefore,we are unable to accept your claim of compensation.But in view of our long business relations with you,we agree to give you the extra 2% discount.

　　We hope you will feel this settlement is satisfactory.

　　Yours sincerely,

　　Louis Parker

　　3. Ready for Investigation表示愿意调查

　　写作案例详解

　　Dear Mr.Stanley,

　　We have your letter of November 22 and note with regret that the case we sent you did not contain the chinaware you ordered.

　　We must express our surprise at this wrong delivery which is quite unusual on our part.You can be assured that we have already started a thorough investigation about this matter.We suppose this mistake might have been made in the packing through the confusion of numbers.Once we found the result,we’ll let you know and arrange for the right goods to be dispatched to you within three days.

　　We apologize for the trouble caused to you by the error,and will make every effort not to let such a mistake happen again.

　　Sincerely yours,

　　Bob Alans

　　4. 调解客户退货 Managing Customer for Returning Products

　　写作案例详解

　　Dear Thomas White,

　　On receipt of your letter of July 4,we looked into your case and found that your complaint is well justified.The Model 520 circular saw you ordered does have a manufacturing defect that results in its overheating after a few minutes’ use.We genuinely appreciate your bringing this situation to our attention and very much regret the inconvenience we brought to you.

　　If you will return the saw to us we will replace it with Model 600 at no additional cost to you.Should you prefer,of course,we will refund the full purchase price plus tax.

　　Yours sincerely,

　　Dorothy Lehman

　　5. 拒绝理赔 Refusing Claims

　　写作案例详解

　　Dear Mr.Dante,

　　We much regret to receive your complaint about damage to the porcelain we sent you on 12 March,2003 by VV Hope.

　　However,we would like to assure you that the goods were packed with great care strictly in accordance with your instructions and were in perfect condition when they were on board the ship,and the damage must have occurred by rough handling during transit.Thus, we could not find any error on our part, and we are not responsible for the damage.

　　We suggest that you lodge a claim with the shipping company.We shall be ready to render any assistance to you.

　　We are deeply sorry to learn from you about this unfortunate incident and we hope you will be able to find a satisfactory settlement soon.

　　Yours faithfully,

　　Joe Richman

　　6. Notification of Replacement通知对方运去替代品

　　写作案例详解

　　Dear Anthony Chan,

　　Thank you for your letter of August 23 regarding your order No.145.We are sorry to learn that there was a mix-up in your order.We are now sending the consignment to you by airfreight.It should be with you within a week.

　　The necessary documentation will be sent under separate cover.Please hold the goods which were wrongly shipped for collection. We offer our sincere apologies for the delay.Should you have any further problems,please do not hesitate to contact us immediately.

　　We hope this matter will not affect our good relations in our future dealings.

　　Yours sincerely,

　　Diana Shirley

　　7. Taking Responsibility for claim and payment for loss 表明愿意负责，支付差额

　　写作案例详解

　　Dear Mr.Hoffman,

　　With reference to your letter of September 8,in which a claim was lodged for a short delivery of 500 woolen jacket,we wish to express our deepest regret over the serious mistake.

　　The mistake is entirely our own.It resulted from staff shortage during the busy season and the fact that the number of goods is not counted carefully.

　　We will make payment by remittance for US $468.00,the amount of claim,upon receipt of your agreement.

　　It’s embarrassing to cause inconvenience to a customer who is so highly valued as you.I ask your indulgence and offer you my personal assurance of better service in the future.

　　Sincerely yours,

　　Joe Wisdom

　　8. Dealing with Tough Customers应付令人头疼的客户

　　写作案例详解

　　Dear Mr.Jackson,

　　We are surprised to note from your letter of the 8th of August that you are not prepared to consider our offer of a 10 percent discount to compensate you for the defects in the goods supplied in execution of your Order No.45/66 of the 2nd of August.

　　Though we reckon our solution workable,and even generous,we are afraid that our views may not be shared by you.However,we don’t regard your threat to resort to litigation a wise move.We recommend that the dispute could be settled just as effectively and far more economically by arbitration.

　　We would recommend on the grounds of economy a joint arbitrator,but if you disagree,we are ready to fall in your wishes.

　　Sincerely yours,

　　Brandy Milton

　　9. Improving Service改善服务

　　写作案例详解

　　Dear Mr.King,

　　We were distressed to receive your May 4 letter about the rudeness of our sales representative.

　　We looked into the matter and found out that the rep in question was in the process of leaving our company.You happened to telephone him on his final day.It was his lack of responsibility that allowed him to argue with you.We apologize for what have happened.

　　Due to your complaint,we have intensified the training and supervision of our sales staff.We can assure you that you will receive more courteous and

　　helpful service in future.

　　Sincerely yours,

　　Jeff White