對貿易往來的客戶說no并不容易，但是該說的時候還是得說，只是要注意措詞適當，在拒絕的同時盡力維護已經建立起來的貿易聯系。

當有客戶抱怨產品或是服務不好、要求索賠的時候，作為提供產品/服務的一方一定要小心調查情況。如果客戶的要求不合理、不能滿足，回復的時候一定要注意避免苛責客戶的粗心、使用不當甚至欺騙。賣方的首要目的是讓客戶明白他的要求不能滿足，甚至更進一步賣出新產品或其他服務。明確了這個目的，再來看看寫此類回復應遵循的原則：

1. An introductory statement acknowledging the reader's problem or need.
2. An explanation of the situation making the refusal necessary.
3. The refusal implied, or expressively stated.
4. A constructive suggestion.
5. A sales appeal, if appropriate.
6. A positive and friendly close.

下面是一封拒絕償還修理費的回復，我們看看這家公司是怎么解釋理由的：

Dear Mr. Adams

It was good of you to write concerning the quality of our Happy Games computers.

As noted on the sales terms stipulated in the agreed contract, defective items may be refunded within 60 days of receiving them. Since what you described in the letter was not done in this case, we believe that you can understand why the amount of 2,000 Sterling Pounds you requested for repairing the cracked cabinets could not be refunded.

Neither you not the Happy Games Corporation would like to have a damaged product in the hands of a user because we always follow the motto, "To make our customers happy". In view of our long-standing business relationship, we suggest you have the machines sent back to us and replaced at your expense rather than simply give your users a refund for repair.

In order to provide our customers with the best choice in our computers, we handle all the major brands at the prices that can not be beaten. Please write to us when you have your interest in our computers.

Truly yours

（例文來源：《國際商務寫作教程》，對外經濟貿易大學出版社 英語點津 Annabel 編輯）