对投诉、索赔信的回复也可以叫调停信。谁都不愿意受投诉、索赔，但一旦接到投诉、索赔，无论是谁的责任都应予以及时答复，表述自己解决问题的诚意。违约的一方，如果受理遭受损害方所提出的赔偿要求，赔付金额或实物，以及承担有关修理、加工整理等费用，或同意换货就是理赔。如果有足够理由，解释清楚，不接受赔偿要求就是拒赔。因此回复分为肯定和否定两种。

范文

(1) 肯定答复

Dear Sirs,

Re：Claim for order No. 85-Skirts

We have given your claim our careful consideration. The attached draft for US $250,000 is our way of assuring you that your satisfaction is very important to us.

We thoroughly examined the skirts you returned to us. Our investigation showed that the likely cause of the fading was accidental. The skirts contacted some form of chemical. We couldn't determine precisely what chemical was or just how contact was made. But we suspect a liquid spilt sometime after packing, either in our warehouse or during shipment. Such unexpected happenings will occur in spite of our precautions. Anyway, we were relieved to know that our reputation for quality and craftsmanship remains good.

We thank you for calling our attention to this kind of incident. We look forward to serving you with our best products and attitude in future.

Yours faithfully, 

[Name]

[Title]

注解1：首先将自己的理赔方案直接告诉对方,让对方有一种好心情将信看完。

注解2：解释事件发生的原因。言简意赅，语气诚恳。

注解3：结尾要有礼貌,期待与对方的长期合作。 

译文

我们已经就你们提出的索赔做了仔细研究。随函附上的250 000美元汇票为我方的赔偿，希望你们满意。

我方仔细检查了贵公司退回的裙子。我们发现引起褪色的原因是意外情况。裙子沾上了某种化学物质。我们还不能确定是什么化学物质以及怎样沾上裙子的。但是我们怀疑裙子是在包装后放在我们的衣柜或者在装运过程中碰到了某种液体。这种意外情况是我们无法预料的。不管怎样，得知我们高质量及优良手工的信誉还在，我们就放心了。

我们十分感谢贵公司提醒我们关注此事。我们盼望将来以最优的产品和态度为贵公司服务。

(2) 否定答复

Dear Sirs, 

Contract No. 557

Thank you for your letter of August 25. We are sorry to hear that the goods is short-weight 8 packages. 

On going into the matter we found that the shortage you alleged might have occurred in the course of transit, and that is a matter over which we can exercise no control. We have shipping documents to prove that the goods were received by the carrier in perfect condition. Therefore, we assure no obligation for the loss.

As the shipping company is liable for the damage, your claim for compensation, in our opinion, should be referred to them for settlement. If we can assist you in any way in future, please let us know.

Yours faithfully,

[Name]

[Title]

注解1：错误在买方时，措辞恰当的回复信就更有必要，开头应表示感谢、理解和对事情的关注。

注解2：委婉地解释不接受的原因，并给出足够的证据。

注解3：给出建议，并希望继续合作。

译文:  

8月25曰来函收悉，谢谢。很遗憾被告知货物短重8件。

调查发现短重情况有可能是在运输过程中发生的，这是我方所不能控制的。我们有货运单证明承运方在收货时货物是完好的。因此，我方不该为此损失负责。

由于货运公司应该对此次损失负责，在我方看来，您方的索赔应向货运公司申请。如果未来我方能以任何方式向您方提供帮助，我们非常愿意效劳。

责任编辑：admin