抱怨和索賠信函（Complaints & Claims ）的目的是為了獲取更好的服務(wù)，對已出現(xiàn)的問題求得盡快的、妥善的解決。它通常是買方由于對收到的貨物不滿而書寫，如：貨物未按時到達；貨物雖抵達，但與訂單所載不同；貨物有損毀現(xiàn)象；貨物數(shù)量短缺或多余；貨物質(zhì)量與樣品不符；服務(wù)不合理以及收費過高等，這些均是抱怨、索賠的正當(dāng)理由。

　　書寫抱怨、索賠信函時，不妨開門見山出原先雙方同意的條件，然后列舉事實以表示有何不滿，以及為什么不滿，比較后提出解決的方法。內(nèi)容應(yīng)明確、清楚、有理，語氣要簡潔、堅決。避免使用憤怒和使對方過于難堪的措辭（除非你所抱怨的問題反復(fù)發(fā)生，且多次投訴而毫無結(jié)果）。

　　1）For Delay in Shipment （由于發(fā)貨延遲而抱怨）

　　Dear Sirs,

　　The furniture we ordered from you should have reached us a week ago.Needless to say, the delay in delivery has put us to great inconvenience.It is therefore imperative that you dispatch them immediately.Otherwise we shall be obliged to cancel the order and obtain the goods elsewhere.

　　Please look into the matter as one of urgency and let us have your reply as early as possible.

　　Yours faithfully，

　　Jorn Thomas

　　親愛的先生們：我方從貴方訂購的家具應(yīng)于一星期前收到。不用說，發(fā)貨的延遲給我方帶來了很大的不便。因此，貴方必須立即發(fā)貨，否則我們將被迫取消訂單，到另處訂貨。

　　請緊急處理此事，并盡快告知結(jié)果。

　　2）For Poor-Packing （由于包裝不妥提出索賠）

　　Dear Sirs,

　　We are writing to inform you that the toys covered by our order No.519arrived in such an unsatisfactory condition that we have to lodge a claim against you.It was found upon examination that 10%of them are broken and some are badly scratched, obviously due to the improper packing. Therefore，we cannot offer it for sale at the normal price and suggest that you make us an allowance of 20% on the invoiced cost.This is the amount by which we propose to reduce our selling price.If you cannot accept, Im afraid we shall have to return them for replacement.

　　Sincerely yours,

　　Jorn Thomas

　　親愛的先生們：我們寫信通知貴方，519號訂單玩具已收到，但貨物狀況很不令人滿意，故我們不得不提出索賠。經(jīng)檢查，我們發(fā)現(xiàn)有10％的貨物破損，而且一些也有嚴重磨損現(xiàn)象。很明顯，這是由于包裝不妥造成的。因此，我們無法以原價售出貨物。建議貴方依照發(fā)票金額給予20％的折扣，這是我們所建議降低的售價額度。如果貴方無法接受，我們將不得不退貨，要求替換。

　　3）For Damage of Goods （由于貨物損壞而抱怨）

　　Dear Sirs，

　　Our order No.JT-8 The glassware you supplied to our order of 3rd July was delivered by the shipping company this morning.The 160 cartons containing the goods appeared to be in perfect condition.But when I unpacked them with great care, I regret to report that 10 cartons of glassware badly cracked.

　　We trust you can understand that we expect the compensation for our dam aged goods.

　　Yours faithfully，

　　Jorn Thomas

　　親愛的先生們：訂單JT－8號我方于7月3日從貴處訂購的玻璃器皿已于今早貨運公司送到。裝有貨物的160個紙箱完好無損。但當(dāng)我們小心打開檢查時，發(fā)現(xiàn)有10箱玻璃器皿嚴重破損。相信貴處能理解我方要求對損壞貨物進行賠償。

　　4）For Incomformity（由于貨物不符而抱怨）

　　Dear Sirs,

　　On March 12,we ordered 1,200 shirts size 42. But unfortunately,we received completely different articles-children clothes today.We can only presume that a mistake was made and the children clothes were for another order.

　　As I have several customers waiting, please arrange for the replacements at once.

　　Faithfully yours，

　　Jorn Thomas

　　親愛的先生們：三月十二日我訂購了一千二百件四十二號男式襯衣。但不幸的是，今天我們收到了完全不同的貨物――兒童服裝。我們想貴方一定搞錯了，兒童服裝是另一份訂單。由于有幾位客戶在等貨，故請貴方立即安排更換貨物。

　　5）For Unacceptable Substitute （由于無法接受替代物而抱怨）

　　Dear Mr.Cliff，

　　During the past three months I have placed two sizable orders for The Handy Desk Companion by Roy.specifying the hard back binding.But both time you sent me paper-back binding because you were out of stock on the hard-back.

　　Fortunately,I am still selling a few of the paper backs,but more and more customers ask for the hard-back ones.（At least two of our competitors have this reference book in hard-back in our cities）.

　　Enclosed is my order for 75 copies of The Handy Desk Companion in hard-back.Please do not, under any circumstances,send me anything else.I have plenty of the paper-back in stock.

　　Very sincerely yours,

　　Jorn Thomas

　　親愛的克里夫先生：在過去的三個月中，我兩次向貴方訂購了相當(dāng)數(shù)量的由羅伊所著的《便利的辦公伙伴》一書，指定需要精裝本。但貴方由于精裝本缺貨，兩次寄給我的都是平裝本。

　　值得慶幸的是，我仍賣出一些平裝本，但越來越多的顧客索要精裝本。（本對少有兩家競爭者出售此書的精裝本）。

　　隨信寄上訂單，購買75本《便利的辦公伙伴》精裝本。請無論如何，不要寄給我其它替代物。我現(xiàn)已大量平裝本的庫存。

　　6）For Shortweight （由于短重而要求索賠）

　　Dear Sirs,

　　We have just received the Survey Report from Shanghai Commodity Inspection Bureau evidencing that all drums of apple juice weigh short by form 1 to 5 kilogram,totaling 300 kilogram. As the drums were intact, it is obvious that apple juice was short weight before shipment.Under such circumstances, we have to file a claim against you to the amount of RMB

　　850 plus inspection fee.

　　we are enclosing the Survey Report No. TE（95）115 and looking for ward to your settlement at an early date.

　　Yours faithfully.

　　Jorn Thomas

　　親愛的先生們：

　　我方剛剛收到上海商檢局的栓驗報告，證明所有蘋果汁每桶少一至五公斤，總共減少三千公斤。由于果汁完好無損，顯而易見，蘋果汁估裝運前就不夠重量。在這種情況下，我方不得不向貴方提出八百五十元人民幣的索賠，另加檢驗費用�，F(xiàn)隨信附上第TE（95）115號商檢報告，希望早日解決這一問題。

　　7）For Over -Shipment （由于到貨數(shù)量過多而抱怨）

　　Dear Sirs,

　　We thank you for promptness in delivering the Chinaware we ordered on 20th Dec.The number of cartons delivered by your carrier this morning was 360, whereas our order was for only 320.

　　Unfortunately, our present needs are completely covered and we cannot make use of the extra goods.Please inform us by fax what we are to do with the extra goods.

　　Yours faithfully,

　　親愛的先生們：對于我方12月20日訂購的瓷器，非常感謝貴方及時發(fā)貨。然而，今早貴方承運人送來360箱貨物，而我方只訂購了320箱。很不幸，我方目前的需要已完全飽和，無法接受多余的貨物。請傳真通知我方如何處理。

　　8）or Inferior Quality （由于質(zhì)量低劣而抱怨）

　　Dear Sirs,

　　With reference to our Order No. 315, we are compelled to express our strong complaints for the inferior quality. Compared to the sample No. 169, the arrived self-adhesive correction tape is very transparent and does not satisfactorily cover the error being corrected.

　　We shall be glad to have your explanation of this inferiority in the quality, and also to know what you purpose to do in this matter.

　　Sincerely yours.

　　Jorn Thomas

　　親愛的先生們：關(guān)于我方第315號訂單，由于到貨質(zhì)量低劣，我主被迫表達強烈的不滿。同169號樣品經(jīng)較，此次運到的修改帶稀薄，無法滿意覆蓋被改正的錯誤。我方希望貴方對這一情況加以解釋，并告知貴方對此事的處理方法。

　　9）For Errors in an Invoice（由于發(fā)票錯誤抱怨）

　　Dear Sirs,

　　When your sales representative,Helen Xu,called on me in late December,she told me that you were offering a special price of $ 147 on the,Wizard icemaker during the month of January.I ordered six on January 17,figuring the total amount of the order at $882.However,the invoice that accompanied the shipment showed the amount due as $ 1098.It is apparent that I was charged the regular price of $ 183 instead of the lower price I was promised.

　　Im enclosing a check for $ 882 in payment of the order.Unless I hear from, you to the contrary,I will assume that this is the correct amount and that my account is clear.If this is not the case,I would like your permission to return the six Wizard icemakers to you at your expense.

　　Sincerely yours,

　　親愛的先生們：當(dāng)貴方銷售代表海倫·徐去年十二月底拜訪我時，告知今年一月份奇術(shù)制冰機將以每臺147美元的價格銷售。我于一月十七日訂購了六臺，應(yīng)支付882美元。然而，貴方的銷售價常規(guī)價每臺183美元，而并非所許諾的低廉價格。隨函附上一張882美元的支票。除非我聽到異議，否則我將認為款額正確、帳務(wù)已清。如果情形相反，請允許我退回六臺奇術(shù) 制冰機，所需費用全由貴方支付。

　　10） For Poor Performance on a Service Contract （由于服務(wù)質(zhì)量差而抱怨）

　　Dear Mr.Weidner.

　　Contract No. 17854

　　You will recall that you and I have discussed at least three times during the past six months the low quality of service provided by your hotel.After each conversation,service is improved for a short time ,and then reverts.back to the old standard that brought abort my original complaints.

　　I will summarize in this letter my previous discussions about your performance.You may wish to refer to our contract as you read my comments.

　　1. Windows ：According to the contract ,all windows are to be cleaned once a month.This is not being done.Often from six to eight weeks elapse between cleanings.Even when the windows are cleaned ，the job is less than satisfactory.

　　2.Carpets：The carpets should be vacuumed after each workday.Although your service people do show up each day ,their efforts can only be described as careless.

　　3.Miscellaneous ：I could mention a dozen other cleaning responsibilities that are not being met satisfactorily——furnitures,lavatories and ash trays,for example.

　　I call your attention to paragraph 7c in the contract,Mr.Weidner ，in which the provisions for revocation of the contract are described.I do not like to consider such a possibility,but I must have your written assurance that all provisions of the contract will be met.

　　I will be pleased to meet with you once more to discuss the situation. I assure you that this a matter of some urgency to me.

　　Yours faithfully，

　　Jorn Thomas

　　親愛的韋德羅先生：您會記得，在過去六個月中，我們至少三次討論過貴旅店服務(wù)質(zhì)量低劣問題。每次討論過后，服務(wù)質(zhì)量在短時間內(nèi)有所提高，但不久又退回到原先的水平。

　　在這封信中，我將就先前討論問題做一概述。您在閱讀此信時，也許需要參考我們的合同。

　　1. 窗戶：遵照合同，每月清洗一次所有窗戶。然而。此項工作并未得到落實。每次清洗相隔六至八周。即使窗戶被清洗過，效果也不盡人意。

　　2. 地毯：每個工作日之后，對地毯應(yīng)真空吸塵。盡管貴方服務(wù)人員每天露面，但工作很不仔細。

　　3. 各種事務(wù)：我可列舉許多令人不滿意的清潔工作，例如家具、衛(wèi)生間、煙灰缸等等。韋德羅先生，請您注意我們合的每7c一段，有關(guān)終止合同的說明。我本人并不想考慮這種可能，但您是必須書面保證履行合同中的所有條款。我很愿意同您再次會晤，討論目前情形。這事對于我至關(guān)重要，二盼急迫。