如何才能使你的索赔得到满意的解决呢？索赔信应结构严谨、语言简洁明了且叙事完整。

　　请注意下列事项：

　　1. 信的开头应对提出抱怨表示抱歉。

　　2. 说明不满的原因，并要求予以解释。

　　3. 提及由此而造成的不便。

　　4. 提出如何纠正的建议----更换错发的货物、提高服务质量、修改账单等。

　　5. 礼貌结尾，要求迅速采取措施。

　　书写要求理赔的信函时，要态度积极、语气礼貌，而不要尖刻、咄咄逼人。积极的态度和有礼貌的语气不表示你不坚定，相反，它却显示你对卖方的信心和期望。一旦卖方意识到差错，他就会及时解决。

　　即使有时客户的抱怨是无根据的，但对抱怨和索赔的回复都应该有礼有节。卖方只有找到了可靠有利的证据方能驳回买方的索赔。

　　处理抱怨或索赔时要遵循以下原则：

　　1. 首先要确定对方提出的抱怨是否有充足的理由。如果所提抱怨有理，则应立即承认，表示遗憾，并答应纠正。

　　2. 如果抱怨和索赔没有理由，则应有礼貌地、和善地予以说明，不加思索就断然拒绝索赔是错误的做法。    3. 如不能对抱怨立即处理，则应立即告知来信收到，并说明正在调查此事，以后给予充分的答复。

　　4. 所有抱怨都应必须严肃对待，并进行彻底调查。

　　5. 信尾态度应积极，即相信一切不快都会化解，正常的商务关系可以得到恢复。

　　大多数情况下，由买方提出的索赔可通过买卖双方的友好协商、相互让步得以解决。但有时买卖双方迫不得已也会把商务纠纷诉诸仲裁以求得解决。

　　与争议有关的信件必须写得得体、合理，遵循说明事实和坚持绝对真实的原则。

　　常用句型

　　1. We are very sorry to have learned from your letter of May 8th that we sent you the wrong toy.

　　从你方5月8日的来函中获知我方发错了玩具，对此我方深感抱歉。

　　2. We are sorry to inform you that the goods forwarded to us are not up to the standard prescribed.

　　非常遗憾地通知你方，发运给我方的货物没有达到规定的标准。

　　3. We very much regret that the folded chairs supplied by you under Order No. 352 have not yet reached us up to now.

　　你方按我方第352号订单供应的折叠椅至今尚未到货，我方深表遗憾。

　　4. We are sorry to learn from your letter dated 6 June that several pieces packed in the wooden cases carried by us have found greatly damaged.

　　贵方6月6号来函收到，并获悉由我方承运的木箱包装的货物中发现有几件破损，我方对此感到遗憾。

　　5. We are unable to accept the shipment which we received from you today, as they had been completely smashed when they reached us.

　　我们歉难接受今天收到的货物，因为货物达到我处时已经完全粉碎。

　　6. This is not the first time to delay delivery, and the frequency of the occurrence is on the increase. That compels us to feel difficult to continue our business for long unless the cooperation is improved from you.

　　这并非是第一次延误交货，而且此类情况的发生有增无减。这迫使我方感到，除非你方有所改进，否则我们难于同你方继续长久的贸易往来。

　　7. Claim is filed with for shortage of Kid Shoes shipped on board s.s"Ningbo"which arrived here on May 24th.

　　“宁波”号货轮于5月24日抵达本港，由于运来的小羊皮皮鞋数量短缺，特想贵方提出索赔。

　　8. We have to lodge a claim against you for a short delivery of 400kg.

　　我方因你方发货短缺400公斤而提出索赔。

　　9. After inspecting your shipment of our order No. 14, we found them short in weight by 1500kg. Therefore we raise a claim amounting to $600 plus inspection charges.

　　经检验，你方所发运的我方第14号订单的货物短重1500公斤，因此，我们提出600美元的索赔，另加检验费。

　　10. We shall remit to you an amount of $550in compensation for the loss you suffered from the incident.

　　我方现汇去550美元，以赔偿你方由此事遭受的损失。

　　11. We enclose our check in amount of $2500 in final and complete settlement of this claim.

　　为最终全部了结此次索赔，随函寄上我方支票，金额为2500美元。

　　12. we are immediately sending replacement of those damaged tea sets.

　　我们即刻发货更换那些受损茶具。

　　13. Please have the computers sent to us by the end of this week, because our customers are very eager to have them.

　　请在本周末寄来那些计算机，因我们的顾客急等需要。

　　14. As our shipping documents can confirm that the goods were in perfect condition when they left here, and that evidently show they were damaged in transportation.    由于我们的装运单据能确认货物离开此地时完整无损，显然是货物在运输途中受损，因此，我们不能对你方的索赔予以考虑。

　　15. We believe that you will spare no efforts to straighten this matter out immediately.

　　我们相信你方会全力以赴立即澄清这一问题。

　　16. We are taking the liberty of sending you an extra dozen of cotton pillowcase, at no cost, as small compensation for your inconvenience.

　　由于给你们带来了不便，我们冒昧地多寄去一打免费的枕套，作为一点补偿。