商务英语函电：索赔_商务英语函电答案
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1.天然产品，客户收到货，说颜色不能接受怎么办
Dear {收件人}, Thank you very much for your feedback.I immediately send the picture to our production manager, and we hold a meeting on this.He told me, the two colour of the stone are actually same slab, not from two slab.Natural stone has inborn colour variation, so it cannot be the same like ceramic, each one is the same.Actually that is the main reason why people love stone, no two are the same.Meantime, it is more reasonable to replace you when there is a defective or crack in the stone.While for the natural veining, it is hard for us to replace.Actually, we could not even know that the next one will not have the veins.I would very much appreciate your kind understanding.FYI, you know how our US distributor work on this? They select all the stone with a few special veining together, and then sell it at a premium price as one-of-a-kind!Best regards, XXX
2.客户收到货，说短缺, 经查，仓库并未少发，如何跟客户解释？
Dear Tom, Thanks a lot for your patience.I have come to check the warehouse record together with our logistics people by myself.The record shows that all the items of order XXXX has been delivered.Here is our original record, and the pictures of the goods.Will you please check with your logistics and count the goods again? Are there poibilities of mis-counting, or someone moved the items separately from this order without noticing him? Best regards, XXXX 3.客户收到货，说短缺, 经查，确实少发了怎么办
收到客户的回复，提供的详细信息，第一封邮件： Dear {收件人}, Thanks a lot for your email, and sharing the findings of your logistics to us.I will immediately investigate into this with our logistics, and will reply you soon.It may take some time, I would very much appreciate your kind patience.Best regards, XXXX 4.调查结果出来，第2封邮件：
Dear {收件人}, Thanks for your patience.I apologize firstly for the inconvenience brought you.We have a new staff;he has moved these items to another order without noticing our warehouse manager, thus make a mistake.Will it be OK to send you these items with your next order? To make up you, we would like to give you 20 free items as gifts.Sorry again for the inconvenience brought you.We have already trained the new staff, and make sure that this will not happen again in future.Best regards, XXXX 5.客户收到货，说短缺，怎么办？马上发一封邮件询问详情
Dear {收件人}, Thanks a lot for your email, and sharing the findings of your logistics to us.I will immediately investigate into this with our logistics.To enable me to do so, will you please give me a few more details? 1.How many total pallets do you receive?
2.Can you give me a detailed list of all the shortage items, their quantity, and their pallet number? I would very much appreciate your kind help, it will be most helpful for our investigation.Best regards, XXXX 6.客户说到货，投诉说破损了，经查确实是本公司的责任，怎么办？
Dear {收件人}, Thanks a lot for your pictures and information.I have investigated into this with our production manager.The EPS sheet sounds not thick enough to give strong
protection to the products.We have already worked out the improvement plan, thus to make sure that this will not happen again in your future orders.We sincerely apologize for the inconvenience brought you.And we would like to replace new ones in your next order.Best regards, XXXXX 7.客户说到货，投诉说破损了，怎么办？先迅速回封邮件问客户要照片。
Dear {收件人}, Thanks a lot for reporting the damage to me.I will work immediately with our production department to investigate into it.Meantime, will you please take a few pictures of the outer box, and the damaged products? Does the outside box break also? What do you think might cause this damage? Best regards, XXXX
8.客户投诉规格做错了，经过检查确实是工厂做错了，怎么办？
Dear {收件人}, Thanks a lot for your email on Jan.5th.I have investigated into this immediately with our production manager, and found that the worker has forgotten to change the blueprint after the modification is made from your side.We sincerely apologize for inconvenience brought you.For the shipped items, can you still work on it with a discounted price? If so, we are willing to give you 30% discount.Best regards, XXXX
