友人最近透過外國網購平台購得一對貨不對版的球鞋，大感「頭痕」，不知如何寫英文電郵投訴和要求退貨，所以急急打電話向我求救。相信各位從事銷售業的打工仔在訂貨時都少不免要和外國公司交涉，當訂單出現問題的時候應如何以英文應對？以下就準備了一些有用的單詞、片語和句子，讓大家在有需要時候隨時「抄考」！ 事不宜遲！Are you ready?
● 'It has come to our attention that ...'
例句：It has come to our attention that your recent shipment of ceramic vases
contains defective merchandise.
● '____商品名稱____ have been found to have ___瑕疵類型___.'
例句：As many as five glass vases per crate have been found to have
bubbles, cooling marks or sand deposits.
● 'We cordially request a return of sth.'
例句：We cordially request a return of this shipment.
● 'Could we expect delivery of the new shipment by + ___Date___ ?'
例句：Could we expect delivery of the new shipment by September 1?
We kindly/cordially request a return of all defective merchandise at your expense.
When would be the earliest we could expect delivery of the new shipment?
We are extremely disappointed in the shipment you sent us.
A number of units were found to have damage on the surface.
We are not happy with the quality of the merchandise you sent us.
To: Jess Choi
From: Christopher Wong
Subject: Defective Merchandise
Dear Miss Choi,
[發現瑕疵商品 It has come to our attention that your recent shipment of drinking glasses contains defective merchandise.] We are extremely disappointed in the quality of work represented therein. [商品瑕疵狀況 As many as five glasses per crate have been found to have bubbles, cooling marks or sand deposits.] We consider this amount unacceptable. [要求退貨 As such, we cordially request a return of this shipment.]
This order was confirmed on August 6 and received yesterday.
We calculate approximately five to six weeks for delivery of a new non-defective shipment. [下次交貨日期 Could we expect delivery of the new shipment by September 1? Thank you kindly for your attention to this matter.]
Guarantee（通常是免費的）：Guarantee是賣方向買方承諾所售項目/服務/產品處於最佳狀態（of the best condition）和最新狀態（of the freshest condition），若買方不滿意或上述項目/服務/產品未達到承諾，賣方同意更換或退貨。廠商提供給消費者的Guarantee是一種法律合約，消費者在購買產品時即享有這項權益，無須另外付錢取得。當消費者發現產品有問題時，可要求廠商退貨或修理。
To: Christopher Wong
From: Jess Choi
Subject: Re: Defective Merchandise
Dear Mr. Wong,
We are very sorry that you were disappointed in the quality of the ceramic vases
you received from us. [表示員工在每個生產環節上都已經盡全力避免瑕疵 Our workers have done their best to prevent defects at all points of production.]
Despite this fact, we are unable to accept your request for a return. First, it is impossible to prevent defects in all units. It would be foolish to discard 丟棄；棄置 usable items merely because they are aesthetically美觀上 imperfect. Second, our quality assurance team inspects檢查 all of our shipped products carefully. It is unlikely that they have made many mistakes. Finally, please refer to Section 19B of our contract agreement which states: "Imperfections, including small bubbles, straw marks or cooling marks, are considered acceptable as long as they do not occur in more than 5% of the shipped product." Since there are exactly 150 units in each crate, five per crate is well below the contractual limit合同規定的上限.
[表示我方並沒有違反合約，因而無法接受退貨 Absent a breach of contract on our part, we will not be accepting a return on this shipment.] If you would like to discuss this issue further, please call me at my office. Thank you very much.
RedStone Crafts Co.