大部分公司对于合理的索赔和投诉都会给予肯定的答复。通常公司是欢迎顾客的投诉的，这样它们就可以知道产品或是服务都有哪些不足，从而改善和提高。答复投诉和索赔信应遵循下面几个原则：

1. Reveal at the beginning that the claim is being granted.
2. Explain the circumstances.
3. Close courteously¹ and positively².

当卖方是错误发生的责任方时，卖方在答复中需要解释清楚错误情形。如果不解释清楚，买方就会认为当前的交易不是一桩好买卖，可能会转而寻找其他卖家。如果解释过于庞杂，买方可能没有兴趣看或是认为卖方业务运作过于复杂。因此在解释错误原因时说清楚主要的几点即可。

承认错误后还应承诺改正错误和改善以后的工作。这是重新赢得客户信任的一个重要步骤。注意：可别说以后再也不会犯错，因为错误是不可避免的。

最后，还要表示继续合作的希望。毕竟，要赢得客户并不容易，所以要维护好客户以免流失。

下面是一封对索赔和投诉的肯定回复。由于是卖方发错货，我们来看看卖方是怎么答复的：

Dear Customer
Re: SMG - 75 Household Electric Appliances

Immediately after we received your letter we dispatched two cases of the correct SMG - 75 Household Electric Appliances by S. S. Shunfeng which left for your city on March 20. They are expected to reach your center warehouse³ by the end of April.

Every individual product or service of our company is fully⁴ guaranteed, and we are glad to make this adjustment for you. Thank you for writing us so promptly⁵.

The mistake occurred as a result of staff shortage during an unusually busy season. Through an oversight⁶ the wrong goods were sent. We wish to express our concern for the inconvenience caused to your clients.

The SMG - 75 Household Electric Appliances you will receive are new on the market. Their arrival will make performance a pleasure for your customers.

Enclosed is the latest catalog of other electric goods. Each of our products carries an absolute five-year warranty⁷. If you feel interested in anything, please let us know. You will earn a special discount of two percent, provided that we receive your order by May 15.

As to the goods you originally received, please send them back to our address by the first available ship, freight forward.

Thank you again for your cooperation.

Truly yours