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?

 

 

I. 要求退貨必學單詞、片語及短句

 

有瑕疵的：

defective

 

凹痕：

dent mark

 

磨損痕跡： 

scuff mark

 

扭曲；變形： 

warp

 

裂痕：

crack

 

氣泡：

bubbles

 

冷卻痕：

cooling marks

 

沙子沉澱：

sand deposits

 

散掉/四分五裂：

fall apart

 

二手的：

second-hand

 

不合標準的：

substandard

 

受損的：

damaged

 

品質保證：

quality assurance

quality guarantee

 

品質管理：

quality management

 

標準品質：

standard quality

 

品質不佳：

poor quality

 

II. 要求退貨必學句型

 

句型1： 發現瑕疵品

 

● '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.

我們注意到你們最近這批陶瓷花瓶有瑕疵品。

 

句型2： 說明商品瑕疵狀況

 

● '____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.

每一箱中就發現多達五個玻璃花瓶有氣泡、冷卻痕或是沙子沉澱。

 

句型3：要求退貨

 

● 'We cordially request a return of sth.'

例句：We cordially request a return of this shipment.

我們誠摯要求退回這批貨。

 

句型4: 下次交貨日期

 

● 'Could we expect delivery of the new shipment by + ___Date___ ?'

例句：Could we expect delivery of the new shipment by September 1?

我們可以預計在九月一日前收到新貨嗎?

 

 

III. 通用例句

 

1. 我們誠摯請求由你們承擔費用，將所有瑕疵商品退回。

     We kindly/cordially request a return of all defective merchandise at your expense.

 

2. 我們可以期待最早何時收到新貨呢？

     When would be the earliest we could expect delivery of the new shipment?

 

3. 我們對於你寄給我們的貨品感到非常失望。

     We are extremely disappointed in the shipment you sent us.

 

4. 許多組件都發現表面有受損。

     A number of units were found to have damage on the surface.

 

5. 對於你們寄來的商品品質我們不是很滿意。

   We are not happy with the quality of the merchandise you sent us.

 

 

IV.如何用e-mail要求退貨

 

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.]

 

Yours sincerely,

Christopher Wong

Dragon Vase

 

*Guarantee和Warranty有何不同? 

 

　　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。

 

　　Warranty（類似保險單，需要付費）：Warranty類似保險單或合同，即賣方保證，若項目/產品未達到買方期望或在保修期間損壞和發生故障（malfunction），賣方負責修理（repair）和更換（replace）該項目/產品或其部件。消費者需額外購買才能享有，通常是在過了保固期之後另外選購的權益，這種保固通常是由零售商或經銷商所提供。Warranty是一種合同，若公司未履行承諾，可依據保修將其告上法院。

 

　　所以兩者最大的差別在於消費者對兩種權益的期待，guarantee保證産品可以更换，而warranty則隱含只提供維修服務。

 

V.如何用e-mail回覆要求退貨信函

 

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. 

 

Regards,

Jess Choi

RedStone Crafts Co.