范文
Dear _________:

Thank you for your letter of ______[date] concerning the goods you ordered ______ weeks ago.

Unlike domestic orders for which we guarantee overnight delivery, international orders take at least _____ weeks for delivery. We have made this clear in the order instruction of our catalog (p. ___). As you will see, shipments for _________[area] usually take _____ weeks.

If you desire faster delivery for your next order, we can send the goods by express delivery. The rate, however, will be considerably higher.

Sincerely yours,

_________[name]
_________[title]

TIPS
掌握寫作要領(lǐng)

1. Tell the customer that you have received his/her complaint.
2. Tell the customer politely that his/her complaint or claim is not justified.
3. Explain why you are not responsible for the problem.
4. Be helpful in offering assistance or suggestions.
5. When possible, be cooperative in compromise or partial adjustments.