Mr. Hall: Hello, Ms. Young. The 100 dozen shirts under our S/C No. 1250 have arrived, but 50% of the goods were found not in conformity with the specifications in the contract and were in fact of inferior quality. I have brought with me some samples here.

Ms. Young: I am terribly sorry, Mr. Hall. We have been exporting shirts for more than thirty years, and we have never had any complaints of this kind. Do you mind waiting for two days since we have to go into the matter? If it is really our fault, we will surely settle the problem to your satisfaction.

Mr. Hall: Thank you. I’ll be waiting for your reply.

(two days later…)

Ms. Young: Mr. Hall, we are very sorry. It was our oversight that some of the wrong goods were dispatched to you.

Mr. Hall: Then we have no choice but lodge a claim on the inferior shirts.

Ms. Young: May I suggest that you accept the goods and we will reduce the price of the goods in question by 30%? You know, it is difficult for us to ship the goods back as the handling and shipping charges would cost a lot.

Mr. Hall: Your idea is acceptable, but a 30% reduction is not enough for my customers to accept your shirts. I think you should at least reduce the price by 50%.

Ms. Young: Ok. I accept your proposal. As I said before if the responsibility rested on us, we would surely settle the problem to your satisfaction. I sincerely wish that everything would go smoothly in our future cooperation.

Mr. Hall: I hope so. Thank you for your prompt attention and proper settlement.

Ms. Young: You’re welcome, Mr. Hall.