We are sorry to hear that the case No.5 does not contain the goods you ordered.
On going into the matter we have found that a mistake was made in the packing through a confusion of numbers, and we have arranged for the right goods to be dispatched to you at once.

16.通知对方，运去代替品

Thank you for sending us the samples of inferior goods for investigation.
We have passed these on to the production department for comment. Evidently through an oversight some wrong goods were mixed in your consignment.
We have arranged for immediate dispatch of replacement.

17. 表明愿意为不良品质负责，并支付差额

If you care to dispose of the inferior goods at the best price obtainable, we will send a cheque for the difference when we hear from you.
We apologize sincerely for the trouble caused to you and will take all possible steps to avoid such a mistake again in the future.

18. 拒绝减价的要求

We have received your letter requesting a discount.
However it has become impossible for us to keep the previous prices owing to the recent considerable rise of all raw materials and wages.
Under the circumstances, we are quite unable to make any small discount.

19. 针对索赔，指责对方订货错误

Your claim is apparently made due to a misunderstanding.
If you look into our quotation you will see that we explained that you had to state our model number in addition to the name of the articles.