關于貴方處理的第 315號訂單，我方必須通知您，由于包裝疏忽，幾包貨損非常嚴重。所以我方必須大減價處理這些貨物。
7．We found half the goods broken (smashed, torn, beyond repairable, unusable, unsalable, damaged).
我方發現貨物半數被毀（粉碎、扯破、無法修理、無用、無法銷售、受損）。
8．When unpacking the bale (case, etc.), we found that the color (weight, quality, finish) is unsatisfactory.
開包（箱等）之后，我方發現顏色（重量、質量、工藝）不能令人滿意。
9．We regret to point out that a shortage in weight of 210 lbs. was noticed when the goods
arrived. 我方遺憾地指出，貨物到達時發現輕了 210磅。
10．There is a discrepancy between the packing list of case No.15 and your invoice: 3 dozen
Tea Services are correctly entered on the invoice but there were only 2 dozen in the case. 第 15號箱的裝箱單與發票不符，發票所列為 3打茶具，而箱內只裝了 2打。
Section 10接受對方投訴
（一）例信敬啟者：謝謝來信通知我方所交運的貨物（發票號碼 XY678）受損。從貴我雙方以往的交易中貴方應當了解，這次事件純屬偶然。但我方還是為給貴方造
成的麻煩深表歉意。請將所有的貨物退還給。我方將請船運公司來檢查損失，以便賠償。這件事不需我方的保險公司處理。如果貴方希望我方根據 AB456號訂單再次運貨，請通知我方。我方仍有那批服裝的存貨，并能于兩周內發貨。謹上
（二）參考譯文
Dear Sirs,
Thank you for informing us about the damage to our shipment (invoice No. XY678) of your
order.
From our previous transactions you will realize that this sort of problem is quite unusual.
Nevertheless, we would apologize for the inconvenience it has caused you.
Please return the whole consignment to us, and we will ask the shipping company to inspect the
damage so that they can arrange compensation. It is unlikely that our insurance company needs
to be troubled with this case.
If you want us to send you another shipment as per your order No. AB456, please let us know.
We have the garments in stock and would be able to effect shipment within two weeks.
Yours sincerely,
（三）文本特點
這是一種處理對方索賠的信函。
這類信函一般包括下列內容：
1．
首先，確認收到投訴并盡快回復（ Confirm receipt of the claim and give an answer as quick as possible no matter whether there is a time limit or not.）；
2．
感謝對方提請你方注意此事（Express thanks to the opposite party for giving attention to the matter.）；
3．
對所發生的事表示遺憾并真誠地希望解決問題（ Show regret for what has happened and a sincere wish for resolving the problem.）；
4．承諾認真調查該事件（ Promise to look into the matter carefully.）；
5．
當接受對方要求時，提出解決問題的基本原則；當不接受對方要求時，要在信中做出解釋或建議對方向合適的部門提出索賠（ When accepting the demand of the opposite party, put forward the principle for resolving the problem; when not accepting, an explanation should be made in the letter, or suggest forwarding the claim to the right department.）；
6．
表示熱切地希望和對方繼續商務關系并期盼未來的合作（ Show enthusiasm to continue the business relations with the opposite party and wish for further cooperation.）。
（四）相關同類表達
1．Considering the long and agreeable course of business which we have carried on together, we make you an offer of $12 per meter as allowance for inferiority of the quality, which we trust you will see your way to accept.
考慮到貴我雙方長期的友好關系，對這次發生質量上的問題，我方特別給予每米 12美元的折扣，相信貴公司定能接受。
2．We have closely examined the sample taken from our last consignment and find it in no way different in quality from the TP415 that we have here in stock. We can only surmise that there must be a mistake somewhere.
我方已嚴格檢查委托寄買的樣品，發現其質量與現存庫中的 TP415號貨并無不同。我方猜測這其中一定是有什么誤會。
3．This is the maximum concession we can afford. Should you not agree to accept our proposal, we would like to settle by arbitration.
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