书写抱怨、索赔信函时，可以单刀直入出原先双方赞同的条件，然后列举事实以表示有什么不满，与为何不满，最后提出解决的办法。内容应明确、了解、有理，语气要简洁、坚决。防止用愤怒和使他们过于难堪的措辞（除非你所抱怨的问题反复发生，且多次投诉而毫无结果）。
1） For Delay in Shipment
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 imperative1 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,
亲爱的先生们：我方从贵方订购的家具应于一星期前收到。不需要说，发货的延迟给我方带来了非常大的不便。因此，贵方需要立即发货，不然大家将被迫取消订单，到另处订货。
请紧急处置此事，并尽快告知结果。
2） For Poor-Packing （因为包装不妥提出索赔）
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 lodge2 a claim against you .It was found upon examination that 10%of them are broken and some are badly scratched , obviously due to the improper3 packing . Therefore, we cannot offer it for sale at the normal price and suggest that you make us an allowance of 20% on the invoiced5 cosplayt .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 replacement6 .
Sincerely yours ,
亲爱的先生们：大家写信公告贵方，519号订单玩具已收到，但货物情况非常不让人认可，故大家不能不提出索赔。经检查，大家发现有10％的货物破损，而且一些也有紧急磨损现象。非常明显，这是因为包装不妥导致的。因此，大家没办法以原价售交付物。建议贵方根据发票金额给予20％的优惠，这是大家所建议减少的价格额度。假如贵方没办法同意，大家将不能不退货，需要替换。
3） For Damage of Goods （因为货物损毁而抱怨）
Dear Sirs,
Our order No.JT-8 The glassware you supplied to our order of 3rd July was delivered by the shipping7 company this morning .The 160 cartons containing the goods appeared to be in perfect condition .But when I unpacked8 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 aged9 goods .
Yours faithfully,
亲爱的先生们：订单JT－8号我方于7月3日从贵处订购的玻璃器皿已于今早货运公司送到。装有货物的160个纸箱完好无损。但当大家小心打开检查时，发现有10箱玻璃器皿紧急破损。相信贵处能理解我方需要对损毁货物进行赔偿。
4） For Incomformity（因为货物不符而抱怨）
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 replacements10 at once.
Faithfully yours,
亲爱的先生们：3月12日我订购了一千二百件四十二号男式衬衫。但不幸的是，今天大家收到了完全不一样的货物――童装。大家想贵方肯定搞错了，童装是另一份订单。因为有几位顾客在等货，故请贵方立即安排更换货物。
5） For Unacceptable Substitute （因为没办法同意替代物而抱怨）
Dear Mr .Cliff,
During the past three months I have placed two sizable orders for The Handy Desk Companion by Roy .specifying11 the hard back binding12 .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 ..
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 ,
亲爱的克里夫先生：在过去的三个月中，我两次向贵方订购了相当数目的由罗伊所著的《便利的办公伙伴》一书，指定需要精装本。但贵方因为精装本缺货，两次寄给我的都是平装本。
值得庆幸的是，我仍卖出一些平装本，但愈加多的客户索要精装本。（本对少有两家角逐者供应此书的精装本）。
随信寄上订单，购买75本《便利的办公伙伴》精装本。请无论怎么样，不要寄给我其它替代物。我现已很多平装本的库存。
6）For Shortweight
Dear Sirs ,
We have just received the Survey Report from Shanghai Commodity Inspection13 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. TE115 and looking for ward14 to your settlement at an early date .
Yours faithfully .
亲爱的先生们：
我方刚刚收到上海商检局的栓验报告，证明所有苹果汁每桶少一至五公斤,总共降低三千公斤。因为果汁完好无损，显而易见，苹果汁估装运前就不够重量。在这样的情况下，我方不能不向贵方提出八百五十元人民币的索赔，另加检验成本。现随信附上第TE（95）115号商检报告，期望早日解决这一问题。
7）For Over -Shipment （因为到货数目过多而抱怨）
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 ,
亲爱的先生们：对于我方12月20日订购的瓷器，很感谢贵方准时发货。然而，今早贵方承运人送来360箱货物，而我方只订购了320箱。非常不幸，我方现在的需要已完全饱和，没办法同意多余的货物。请传真公告我方怎么样处置。
8）、or Inferior Quality
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 transparent15 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 .
亲爱的先生们：关于我方第315号订单，因为到货水平低劣，我主被迫表达强烈的不满。同169号样品经较，此次运到的修改带稀薄，没办法认可覆盖被改正的错误。我方期望贵方对这一状况加以讲解，并告知贵方对此事的处置办法。
9）、For Errors in an Invoice4
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 ,
亲爱的先生们:当贵方销售代表海伦徐去年12月底拜访我时,告知今年1月份奇术制冰机将以每台147USD的价格销售。我于1月17日订购了六台，应支付882USD。然而，贵方的销价格常规价每台183USD，而并不是所许诺的低便宜格。随函附上一张882USD的支票。除非我听到异议，不然我将觉得款额正确、帐务已清。假如情形相反，请允许我退回六台奇术 制冰机，所需成本全由贵方支付。
10)、For Poor Performance on a Service Contract
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 reverts16 .back to the old standard that brought abort17 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 , lavatories18 and ash trays , for example .
I call your attention to paragraph 7c in the contract , Mr .Weidner , in which the provisions for revocation19 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,
亲爱的韦德罗先生：你会记得，在过去六个月中，大家至少三次讨论过贵旅店服务水平低劣问题。每次讨论过后，服务水平在短期内有所提升，但不久又退回到原先的水平。
在这封信中，我凑合先前讨论问题做一概述。你在阅读此信时，或许需要参考大家的合同.1. 窗户：遵照合同，每月清洗一次所有窗户。然而。此项工作并未得到落实。每次清洗相隔六至八周。即便窗户被清洗过，成效也不尽人意。2. 地毯：每一个工作日之后，对地毯应真空吸尘。尽管贵方服务职员天天露面，但工作非常不仔细。3. 各种事务：我可列举很多让人不认可的清洗工作，比如家具、厕所、烟灰缸等等。韦德罗先生，请你注意大家合的每7c一段，有关终止合同的说明。我本人并不想考虑这种可能，但你是需要书面保证履行合同中的所有条约。我非常想同你第三会晤，讨论现在情形。这事对于我至关要紧，二盼急迫。
