Refus de demande de remboursement

Dear [Mr or Mrs or Sirs], We acknowledge receipt of your letter of [date] in which you inform us that ten [produits] contained in the consignment N° [] were damaged and are very sorry about it. We referred the case to the person in charge of the dispatch, who confirmed us that the goods had been carefully checked and were in perfect condition when they left the warehouse. If you look at the boxes, you will see our checker's mark; it is a red label on which appears the date of packing and packer's number. We presume that the [produits] have been damaged while they were being carried. As you made the arrangement for delivery and the goods were being carried at "carrier's risk", I suggest you write to [nom du transporteur] and ask them for compensation. You will find enclosed a copy of their receipt from their depot at [lieu]. Please, let us know about the result of your claim and do not hesitate to ask us any documents we can supply to help you. If you cannot come to an arrangement with [transporteur], we shall be in touch with him, and do our best to make up for the loss you have suffered. We look forward to hearing from you. Yours faithfully [votre nom] [votre fonction]