Dear Mr. John Smith,Thanks for your email! We are very sorry to be advised that you have received 5 cartons of spoiled woolen sweaters among our total 30 cartons.We highly appreciate your quick action on having qualified surveyors examing these goods. As the survey report has come out, could you please send it to us, so that we can study it and give you a reasonable explanation.As for the loss caused, please lodge a claim on the insurer for compensation, and inform us any progress for the ongoing claim. Should you need any assistant, please kindly let us know. We can try our best to assist you obtain the compensation successfully.As for the improper packing mentioned by your surveyors, we will check immediately. If it was really our fault, we will bare the responsibility which we should take.Looking forward to any progress for the ongoing claim and hope you can make successful against the insurance company.Best Regards,XXXExport Department Manager