有些商家是秉承“售出概不退換”的原則的。如果偏偏在這樣的商家買的東西出了問題，該怎樣去爭取理賠呢？我們看看下面這位客戶是怎樣爭取讓商家給他換有毛病的絲巾的吧。

Dear Manager

While working in China for the past three years, I had always purchased gifts from the Friendship Gallery for my Canadian friends. The quality and value had always been more than I could reasonably expect, and I have often recommended you store to others.

Last autumn, I was back in Canada, but I did not forget to mail-order some charismas gifts from your usual annual Fall Sales. After examining the gifts supplied to my order of November 2, I found that there was a distinct hole in the middle of one of the silk scarves. Although I remember that you apply a no-return policy to this kind of merchandise, I sent this silk scarf in a separate mailing yesterday so that you may see the damage for yourself. When you receive it I am sure that you will share my surprise and dismay.

I understand from my past experience with the Friendship Gallery that this is an unusual situation. Will you kindly reconsider your no-return regulation with one of your loyal customers and replace the above mentioned silk scarf by mailing another one? I would be delighted to have it and present it to my friend for Christmas.

Yours sincerely

在信的開頭，客戶先是贊揚了商家的產品，并表示自己是他們的忠實客戶。這些話都有利于建立一個良好的對話情景。然后詳細解釋貨品的損害，以求得到讀者的同情和支持。最后，通過道義的力量力爭得到商家的賠償。

（改編自：《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）