Replacing merchandise

Mme A Legrand Montrouge et cie 7 Avenue de la Paix Caen Normandy France Dear Mme Legrand, Thank you for your letter regarding your order no. 343, delivered last week. We are sorry to hear of the breakages which occurred in transit. We pack our shipments with great care but there are occasions when the merchandise is mishandled along the way. I have your inventory of the broken items. We shall make up a consignment of replacements which should reach you shortly. Please hold the broken items for possible insurance inspection. I have lodged a claim with our insurer for the loss. Our apologies for the inconvenience. Yours sincerely,		Useful phrases Line 2 We are sorry to hear of the breakages which occurred in transit. Line 2 We pack our shipments with great care but there are occasions when . . . Line 4 We shall make up a consignment of replacements which should reach you shortly. Line 6 Please hold the broken items for possible insurance inspection. Notes Para. 1 Identify the reference. Para. 2 Apologize for the problem. Para. 3 Say what action you are going to take. Para. 4 Advise the client of any steps that should be taken. Para. 5 Apologize for the inconvenience.
Comments The letter frankly admits responsibility and states the steps which will be taken to replace the goods. It informs the client of what needs to be done by both parties.	Alternative phrases Line 1      ... which was delivered . . . Line 2      We regret the breakages . . . Line 3      ... but the merchandise is sometimes mishandled . . Line 6      Please retain the broken items . . . Line 6      I have made a claim . . .