客户要求赔偿但责任不在我方，怎么回复？

Dear Mr. Johnson, Thank you for bringing this matter to our attention. We take all customer complaints seriously and have conducted a thorough investigation. After reviewing our records, we found: **Our Evidence:** 1. Pre-shipment inspection report (attached): All units were inspected and passed quality standards before shipping. 2. Loading photos (attached): Products were properly packed and loaded into containers without damage. 3. Bill of Lading: Clean B/L was issued, meaning no damage was noted at the time of loading. **Our Assessment:** Based on the evidence, the damage appears to have occurred during transit. According to our Incoterms (CIF), risk transfers to you at the point of delivery at the port of loading. **What We Can Do:** We understand this is frustrating. We can assist you in filing a claim with the shipping company or your insurance provider. Please provide: 1. Photos of the damaged goods 2. Photos of the packaging showing how the damage occurred 3. The cargo inspection report from the destination port (if available) We hope this helps resolve the situation. Please let us know if you need any further assistance. Best, Sarah