當(dāng)買方是錯誤發(fā)生的責(zé)任方時，一封措辭恰當(dāng)?shù)幕貜?fù)就更有必要。通常賣方也會滿足買方提出的要求，畢竟客戶是他們生意的根本。因此賣方必須盡快禮貌地回復(fù)、并說明他們不是問題的責(zé)任方。
在回復(fù)的時候，如果確定要同意對方的要求，就應(yīng)該先表示對要求的同意，然后說明責(zé)任是在買方。最后還是要表示繼續(xù)貿(mào)易往來的愿望。切記不可以這樣說：We are
granting your request but we want you to know we don't have to. 這比拒絕要求更糟糕。
下面是答復(fù)這類索賠和投訴信應(yīng)遵循的原則：
1. A statement granting the claim graciously.
2. A statement referring to
the specific transaction.
3. A statement explaining tactfully and discreetly
how the buyer is at fault. Take care to avoid causing him or her "losing
face".
4. A sales appeal, if appropriate.
5. A friendly close.
下面是一封對此類索賠和投訴信的回復(fù)：
Dear Mr. Cooper
You will be enjoying new engines which we delivered to you yesterday. They
will reach you no later than August 10.
We received your letter of July 30 in which you requested that we replace two
MG - 02A diesel engines with two MG - 02B units. We are sorry to learn that the
MG - 02A engines which we shipped to you on June 6 did not prove satisfactory.
Our representative looked into the matter immediately with our chief engineer
in your city because we are always desirous of furnishing our customers with the
best and most efficient machines. They found that a MG - 02B engine is
recommended to be used for your particular diesel generating set. Apparently
this must have been overlooked by some people in your firm when MG - 02A units
were ordered.
Of course, we realize that sometimes an incident such as this occurs and we
are sending the engines you requested. We are sure that the newly delivered
models will meet your satisfaction and offer you the most efficient performance
of your diesel generating sets.
Please send back the original units by the first available vessel. If we can
assist you in any way in future, please let us know.
Sincerely yours
（例文來源：《國際商務(wù)寫作教程》，對外經(jīng)濟貿(mào)易大學(xué)出版社 英語點津 Annabel 編輯）
