不良品の返品・交換手配
納品された商品の一部不良について、数量・証拠・ロット番号を提示し、返品（RMA）・交換・返金のいずれかを合意する会話。集荷時間、着払いラベル、代替品の在庫と納期、クレジットノートの発行までを英語で取り決める。
- 事実（数量・症状・写真・ロット/シリアル）を簡潔に報告できる
- 交換・返金・値引き（goodwill credit）の選択肢を交渉できる
- RMA番号、返送方法、集荷時間、代替品のETAを合意できる
I'm calling about Order #PO-7823. We received 15 units, and 3 arrived damaged.
発注番号 #PO-7823 についてです。15個のうち3個が破損して到着しました。
事実と数量を端的に伝える導入。
Photos are attached for your reference.
参考として写真を添付しました。
証拠提示を明確化。
The lot number on the outer carton is LN-9913.
外箱のロット番号は LN-9913 です。
ロット識別で追跡を容易にする。
Could you issue an RMA and a prepaid return label?
RMA番号と着払いの返送ラベルの発行をお願いします。
返品手続きの依頼。
We prefer a replacement rather than a refund.
返金ではなく交換を希望します。
希望する解決策を明示。
What’s the earliest ship date and the ETA?
最短の出荷日と到着予定（ETA）はいつですか？
代替品の納期確認。
Could you confirm stock availability for 3 units?
3個分の在庫状況をご確認いただけますか？
在庫確認を依頼。
Can we schedule a courier pickup between 10 and 12 tomorrow?
明日の10時〜12時で集荷を手配できますか？
返送の集荷時間を指定。
Please advise on packing requirements for the return.
返送時の梱包要件をご教示ください。
梱包条件の確認。
As a goodwill gesture, could you offer a small credit?
おわびとして小額のクレジットの提供は可能でしょうか？
補償（値引き/クレジット）の交渉。
Please issue a credit note and a revised invoice showing zero balance.
クレジットノートと残高ゼロの修正請求書の発行をお願いします。
文書面の整合を依頼。
Once dispatched, please share the tracking number.
出荷次第、追跡番号の共有をお願いします。
出荷後の情報共有依頼。
不良品を報告する
- 標準
- We received several defective units.
- 丁寧
- We received several units that appear to be defective and would appreciate your guidance.
- 簡潔
- Some units arrived defective.
appear to be defective は「不良のように見える」で断定を和らげます。
交換品を依頼する
- 標準
- Could you arrange replacements for the defective units?
- 丁寧
- Would you be able to arrange replacement units as soon as possible?
- 簡潔
- Please arrange replacements.
replacement unit は交換品。返品・保証対応でよく使います。
返品手順を確認する
- 標準
- Please advise on the RMA process.
- 丁寧
- Could you please advise on the RMA process and return label requirements?
- 簡潔
- Please send the RMA instructions.
RMA は return merchandise authorization、返品承認のことです。
避けたい表現
Your products are broken.
改善例
Several units appear to be defective.
事実確認前は appear to be で柔らかく伝えます。
避けたい表現
Give us new ones now.
改善例
Could you arrange replacement units as soon as possible?
緊急度は as soon as possible で表し、命令調を避けます。
You received 8 defective units out of 50. Ask for replacements and RMA instructions.
ヒント: defective units / replacement / RMA を使う
回答例
日本語訳を表示We received 8 units that appear to be defective out of the 50 delivered. Could you arrange replacements and send the RMA instructions?
回答例
日本語訳を表示Subject
Defective units and replacement request
English
Hi support team,
We received 8 units that appear to be defective from the latest delivery.
Please arrange replacement units and send the RMA instructions, including return label requirements.
Photos and serial numbers are attached for your review.
Regards,
日本語訳
サポートチーム各位
最新の納品分から、不良と思われる製品を8個受領しました。
交換品を手配し、返品ラベル要件を含むRMA手順をご送付ください。
確認用に写真とシリアル番号を添付しています。
よろしくお願いいたします。
A (Purchasing)
日本語訳を表示Good afternoon. I'm calling about Order #PO-7823. We received 15 units, and 3 arrived damaged.
A (Purchasing)
日本語訳を表示B (Vendor Support)
日本語訳を表示I’m sorry to hear that. Could you describe the damage?
B (Vendor Support)
日本語訳を表示A (Purchasing)
日本語訳を表示Cracks on the lids and dents on two boxes. Photos are attached for your reference. The lot number on the outer carton is LN-9913.
A (Purchasing)
日本語訳を表示B (Vendor Support)
日本語訳を表示Thank you. We’ll investigate with our warehouse. Would you prefer a replacement or a refund?
B (Vendor Support)
日本語訳を表示A (Purchasing)
日本語訳を表示We prefer a replacement rather than a refund. Could you confirm stock availability for 3 units?
A (Purchasing)
日本語訳を表示B (Vendor Support)
日本語訳を表示We have stock. The earliest ship date is today. The ETA to your office is Thursday morning. What are your receiving hours?
B (Vendor Support)
日本語訳を表示A (Purchasing)
日本語訳を表示We'd appreciate shipment today if possible. Our receiving hours are 9 a.m. to 5 p.m.
A (Purchasing)
日本語訳を表示B (Vendor Support)
日本語訳を表示Understood. We can ship today by express at no additional cost. ETA is Thursday morning. We will issue an RMA and a prepaid return label shortly.
B (Vendor Support)
日本語訳を表示A (Purchasing)
日本語訳を表示Can we schedule a courier pickup between 10 and 12 tomorrow? Also, please advise on packing requirements for the return.
A (Purchasing)
日本語訳を表示B (Vendor Support)
日本語訳を表示Pickup between 10 a.m. and 12 p.m. tomorrow is fine. Please place the items in the original foam and mark the RMA on the outer box.
B (Vendor Support)
日本語訳を表示A (Purchasing)
日本語訳を表示Thank you. As a goodwill gesture, could you offer a small credit?
A (Purchasing)
日本語訳を表示B (Vendor Support)
日本語訳を表示Yes, we'll issue a ¥3,000 credit note and send a revised invoice showing zero balance for the replacement.
B (Vendor Support)
日本語訳を表示A (Purchasing)
日本語訳を表示That works. Once dispatched, please share the tracking number. We'll hand the parcels to the courier tomorrow.
A (Purchasing)
日本語訳を表示B (Vendor Support)
日本語訳を表示Will do. Your RMA number is RMA-45721. We appreciate your patience and will follow up once the shipment is on its way.
B (Vendor Support)
日本語訳を表示