大多数公司对于适当的索赔和投诉都会给予一定的回话。一般公司是欢迎客户的投诉的，如此它们就能了解商品或是服务都有什么不足，从而改变和提升。回话投诉和索赔信应遵循下面几个原则：
1. Reveal at the beginning that the claim is being granted.
2. Explain the circumstances.
3. Close courteously1 and positively2.
当卖方是错误发生的责任方时，卖方在回话中需要讲解了解错误情形。假如不讲解了解，买方就会觉得目前的买卖不是一桩好交易，或许会转而探寻其他卖家。假如讲解过于庞杂，买方可能不感兴趣看或是觉得卖方业务运作过于复杂。因此在讲解错误缘由时说了解主要的什么时间即可。
承认错误后还应承诺改正错误和改变未来的工作。这是重新取得顾客信赖的一个要紧步骤。注意：可不要说将来再也不会犯了错误，由于错误是不可防止的。
最后，还要表示继续合作的期望。毕竟，要取得顾客并困难，所以要维护好顾客以免流失。
下面是一封对索赔和投诉的一定回复。因为是卖方发错货，大家来看看卖方是如何回话的：
Dear Customer
Re: SMG - 75 Household Electric Appliances
Immediately after we received your letter we dispatched two cases of the correct SMG - 75 Household Electric Appliances by S. S. Shunfeng which left for your city on March 20. They are expected to reach your center warehouse3 by the end of April.
Every inpidual product or service of our company is fully4 guaranteed, and we are glad to make this adjustment for you. Thank you for writing us so promptly5.
The mistake occurred as a result of staff shortage during an unusually busy season. Through an oversight6 the wrong goods were sent. We wish to express our concern for the inconvenience caused to your clients.
The SMG - 75 Household Electric Appliances you will receive are new on the market. Their arrival will make performance a pleasure for your customers.
Enclosed is the latest catalog of other electric goods. Each of our products carries an absolute five-year warranty7. If you feel interested in anything, please let us know. You will earn a special discount of two percent, provided that we receive your order by May 15.
As to the goods you originally received, please send them back to our address by the first available ship, freight forward.
Thank you again for your cooperation.
Truly yours
