Replacing merchandise

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Mme A Legrand Montrouge et cie 7 Avenue de la Paix CaenNormandy FranceDear 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 2We are sorry to hear of the breakages which occurred in transit.Line 2We pack our shipments with great care but there are occasions when . . .Line 4We shall make up a consignment of replacements which should reach you shortly.Line 6Please hold the broken items for possible insurance inspection. NotesPara. 1Identify the reference. Para. 2Apologize for the problem.Para. 3Say what action you are going to take.Para. 4Advise the client of any steps that should be taken.Para. 5Apologize for the inconvenience.
CommentsThe 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 phrasesLine 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 . . .