其实商务邮件的写作和平时写作都不一样，不仅仅是格式上的不同，被我们忽略最多的其实是写作语气，语气和富有感情色彩的表达，往往是非母语学习者最难掌握的。而商务信件中不同的措辞，代表不同的感情，不同的感情代表着合作的关系和对方的态度。错误的表达和错误的理解往往会造成误会甚至损失。

你是否曾在在和供应商，商业合作伙伴沟通的过程中碰到过问题？又或者在商店里买到过钱货不符的商品？

我们中的很多人都在商界工作，即使不是，我们每个人都是消费者，因此肯定要和各种企业打交道，在此过程中，难免会碰到一些问题，比如，买的东西没有送到，又或者质量很差。对此，我们通常会打电话沟通，解决问题。但有时，电话沟通的结果可能并不如人意，那么我们要采取更正式一点的方式来解决。在本文中，我会给出3封商业信函的范例，每一封都旨在用不同的方式解决同一个商业问题。

假设你在 Widgets ‘R’ Us，一家知名的电脑部件供应商工作。widget是个口语用词，用来指代技术设备上那些你不知道准确名字的小部件。上个月，你从 Acme Components Ltd那里订购了一万个部件，这是家大型的零部件批发公司。可是，至今为止，你只收到了其中的2500件，剩下的7500件却迟迟未交货，这一行为导致你不能准时交货，你必须采取行动。
 
Friendly Letter 友善的口吻

在第一个情景里，Widgets 'R' Us和Acme Components间有着密切且持久的商业往来，双方公司的代表电话讨论过此事，并友好解决了双方的分歧。下文的范例仅用来记录整理双方在电话里达成的共识，因此，语气有点非正式。

Dear Bob
Re: Order no. 3679

 Thanks for taking time to speak to me yesterday. As agreed, I am writing to you to confirm the outcome of our discussion.
非常感谢你昨天百忙之中抽时间和我讨论该订单。根据协议，写邮件给你是来确认下我们的讨论结果。

 I spoke to you about the difficulties we were having in supplying widgets to our retail customers because of your delay in delivering our latest order of components. You mentioned to me that you have now sorted out the problems you had with your suppliers. You went on to say that Acme can ensure that we will receive the outstanding components within three working days.
就我电话里反应的因你们公司延迟发货，导致我这里无法向零售客人供货的问题，你提到你们已经解决好了和供应商间的问题，同时向我保证在3个工作日内收到优质的部件。

In view of the delay in delivery, you also agreed that Acme would reduce the overall price of our order by 20% and provide us with an extra 14 days to pay the relevant invoice.
至于供货延迟的问题，你提出该笔订单的总价打8折以作补偿，同时付款时间延长14天。

 I am pleased that we have been able to resolve our difficulties amicably. If you have any queries on this letter or need to speak to me for any other reason, please do not hesitate to contact me. Thanks again.

我很高兴大家能友好协商解决该问题，关于此信有任何问题，或者想要和我谈谈其他的话，请随时和我联系。再次感谢！

Kind regards,
此致敬礼!
Doug

Neutral Letter 中性口吻

在第二个情景里，双方公司之间保持着普通的商业往来，但延迟交货已经对两个公司的关系产生了消极的影响。就此事双方没有通话讨论过，你直接给对方公司的发货部的经理，John Snodgrass，写了邮件。
 
Dear Mr Snodgrass
Re: Late delivery of order no. 3679
 
As you may be aware, Acme has failed to deliver 7,500 of the components we ordered. Delivery is now 14 days late. As a result, we are experiencing major problems in meeting pre-existing orders for widgets from our own customers and our commercial reputation is now suffering.
也许您已经发现，我司从贵司订购的7500个部件没有准时送达，截止今日已经晚了14天了。该延误直接导致我司无法按时完成现有客户的订单，并影响了我司商誉。

Our companies have enjoyed a mutually beneficial relationship for some time, however, your delay in delivering the latest order is now placing this relationship under severe strain.
我们两个公司之间的互惠互利的关系也将因该次延误而面对严重压力。
 
In view of the above, we must ask you to deliver the outstanding components within three days of receipt of this letter. We also expect a 30% discount on the price of our order to compensate us for the damage to our commercial reputation caused by the delay. Please confirm your agreement to both of these proposals.

鉴于上述情况，烦请贵司在收信后3日内将拖欠的部件交付我司。我司也希望享受总价7折的优惠，以弥补因贵司交货延误而导致的对我司商誉的影响。烦请回信确认这两项提议。

 Should you have any queries on the above, please contact our head of procurement, Doug Black, on the number above. We await your prompt response.
如有问题，请和我联系。我是Doug Black，电话如上。期待您的回复。

 Yours faithfully,
Widgets 'R' Us

措辞严厉的信函

在第三个范例里，延误和因此善生的后果和1,2箱一致。尽管大家电话里讨论过，但问题仍没解决。现在Widgets ‘R’ Us 决定终止和Acme Components的合作关系。他们唯一的目标是尽快让Acme把剩余的部件送到，并适当做出补偿。这封信由Widgets ‘R’ Us 的法律部们，直接发送给Acme Components的总经理，抄送贵司律政署 

Dear Sirs
Re: Late delivery of order no. 3679

You agreed to deliver 10,000 widgets by 13 December 2014. On 12 December 2014, we received 2.500 widgets from you. No further widgets have been delivered to date.
贵司承诺于2014年12月13日送交10000件部件，但贵司仅于2014年12月12日送达了2500件，其余的至今音讯全无。

We refer you to the telephone conversations between our Mr Black and your Mr Snodgrass of 14 December 2014, 3 January, and 17 January 2015. Despite numerous assurances from Mr Snodgrass, as of today, you have still not delivered the outstanding 7,500 components, in clear breach of your contractual duties. As a result, we now require delivery of the outstanding components within three working days.
我司的Black先生曾分别于2014年12月14日，2013年1月17日就该问题致电贵司的Snodgrass先生，尽管Snodgrass先生多次保证会送货，但至今我司扔未收到剩余的7500件，这显然已经违反了合同中规定的贵司的义务。为此，我司现要求贵司于3个工作日内交付剩余的7500件。
 

Your delay has caused significant damage to our commercial reputation and has resulted in lost orders from our own customers. Consequently, we will pay 50% of your final invoice in respect of the order in question, assuming of course that the outstanding components are delivered within the further three working days we have stipulated

贵司的延误已经严重影响了我司的商誉，并导致我司损失了不少客户。因此，除了在3个工作日内交付剩余部件之外，我司还要求贵司承担该订单最终发票价的50%的违约金。

If you fail to make delivery of the outstanding components within three working days, this will result in court proceedings for breach of contract, damages, interest and associated legal costs, to be commenced without further notice.
如果贵司未能在3个工作日完成交付，我司将就贵司违反合约向法院提起诉讼，要求赔偿相关损失，利息及其他法律规定的相关费用。对此恕不另行通知。

 Kindly acknowledge safe receipt.
收件后请确认。

 Yours faithfully,
Widgets’ R’ Us Ltd

我希望我文中就英文商业信函在写作时用到的不同的短语和风格的例子能在你想要解决问题时对你有所帮助，感谢你的阅读。