商務函電chapter 12 complaint and coclaim教材

Chapter11

ComplaintsandClaimsBusinessEnglishCorrespondenceComplaintsandClaimsInformationRelatedSample

LetterStudyUsefulExpressionsTranslatingLetterWritingContentsInformationRelatedOnexecutionofasalescontract,boththesellerandthebuyermustabidebythetermsandconditionsofthecontractandstrictlyperformtheirrespectiveobligations.Ifoneofthepartiesbreachesthecontract,theothermayrunintotrouble,orsuffergreatlosses.Inthiscase,theaffectedpartycaneithermakeacomplainoraclaim.InformationRelated

whatisacomplaint/claim1reasonstomakeacomplaint/claim2InformationRelated

Whatisacomplaint(投訴)?Requestthedefaultertomakesurethatsuchthingswillnothappenagain.

Whatisaclaim（索賠）?Requestthedefaultertomakeupthelossesaccordingtotherelevantprovisionsunderthecontract.Reasonsforabuyertomakeacomplaintonaseller

WronggoodsPoor/inferiorqualityShortweightPoorpackingDelayeddeliveryDamagedgoodsLatearrivaloftheL/CLatepayment

Lettersofcomplaint

Sampleletter2:acceptthecomplaintaboutwronggoods

Sampleletter3:

complaintaboutpoorqualitySampleletter1:

complaintaboutwronggoods

reply

Sampleletter4:rejectthecomplaintaboutpoorqualitySampleLetterStudySampleLetter1UsefulexpressionWordsandphrasesSampleletterWritingstepsWordsandPhrases

takedeliveryofassemblingtheorderatyourdisposal理單中由貴方處理提貨Sampleletter1DearSir,WehavetakendeliveryofthegoodsunderourOrderNo.652whicharrivedonS.S.BlueBirdatMarseilles.Thankyouforthepromptdeliveryoftheorder.ThegoodsarecorrectandingoodconditionexceptforcaseNo.6.UponopeningcaseNo.6,wefoundthatitcontainedporcelainwhichwehavenotordered.Wepresumethatamistakehasbeenmadeinassemblingtheorder.CaseNo.6shouldhavecontainedcutlery.Asweneedthearticlesorderedtocompleteourrangeofcutlery,pleasemakearrangementstodispatchthemissingitemsatonce.WeattachalistofwhatshouldhavebeenincaseNo.6.Pleasecheckthiswithourorderandyourcopyoftheinvoice.Inthemeantime,weareholdingcaseNo.6atyourdisposal.Pleasefaxustoletusknowwhattodowithit.Yourssincerely,

SampleLetter1:complaintaboutwronggoods

WritingSteps

1.Beginbyacknowledgingthereceiptofthegoods;mentionthedateorNooftheorderorthedateofdelivery.2.

Regrettheneedtocomplain,stateyourreasonsforbeingdissatisfiedwiththegoodsandaskforanexplanation.3.

Refertotheinconveniencecaused4.

Suggesthowthemattershouldbeputright(replacement,refund,repair,compensationUsefulExpression1.我們認為錯誤出在理單中2.請立即安排發(fā)運所缺貨物Wepresumethatamistakehasbeenmadeinassemblingtheorder.Pleasemakearrangementstodispatchthemissingitemsatonce.UsefulExpression3.第六號貨箱將代為保存，由貴方處理。WeareholdingcaseNo.6atyourdisposalSampleLetter3:complaintaboutpoorqualityUsefulexpressionWordsandphrasesSampleletterWritingstepsWordsandPhrases

ondeliverypoorlyfinishedandshoddyrefundthemoneyforthegoods外表粗糙，品質(zhì)低劣退還貨款收貨時Sampleletter1DearSir,shipmentofT.F.Model666TelephoneAnsweringSystemunderOrderNo.987

Theaboveshipmentof60T.F.Model666TelephoneAnsweringSystemswasdeliveredon15June,2004,andwascheckedondelivery.Muchtoourregret,wehavetocomplainaboutthequalityofthesemachineswhichseemstofallbelowthestandardourcustomersexpect.TheModel666TelephoneAnsweringSystemsthatyoudeliveredwerepoorlyfinishedandshoddy.Whatismore,theyarecertainlynotasgoodasthedemonstrationmodelsthatwewereshownwhenyourrepresentativesvisitedourcompanyinearlyMay.Thismatteriscausingusgreatinconvenience,sincewehavenowincludedModel666inourcatalogueandwearereceivingalargenumberofenquiriesforitweshallnowbefacetwithcancelingitfromourcatalogue,andexplainingtocustomersthatitisnolongeravailable.Undersuchcircumstances,wewouldlikeyoutorefundthemoneywehavepaidyouforthesemachines.Alternatively,ifthisisunacceptable,weshouldbepreparedtoacceptModel888asareplacementforModel666atthesameprice.Welookforwardtohearingformyouinthenearfuture.

Sampleletter3

WritingSteps

1.Beginbyacknowledgingthereceiptofthegoods;mentionthedateorNooftheorderorthedateofdelivery.2.

Regrettheneedtocomplain,stateyourreasonsforbeingdissatisfiedwiththegoodsandaskforanexplanation.3.

Refertotheinconveniencecaused4.

Suggesthowthemattershouldbeputright(replacement,refund,repair,compensation5.

ClosetheletterwithahopeforpromptreplyUsefulExpression

收貨時即對其進行驗收令我們遺憾的是，產(chǎn)品質(zhì)量遠遠達不到本公司客戶的要求。ThegoodsarecheckedondeliveryMuchtoourregret,thequalityofyourproductsfallsfarbelowthestandardourcustomersexpect.UsefulExpression這批貨外表粗糙，品質(zhì)低劣。Thegoodsarepoorlyfinishedandshoddy.SampleLetter2:acceptthecomplaintUsefulexpressionWordsandphrasesSampleletterWritingstepsWordsandPhrases

lookinto/investigate/checkupthematter調(diào)查此事refer(vt./vi.)a.Wereferyouto（請你參閱）ourletterofDecember22.b.Wereferto（關于）yourletterofDecember22.c.Yourenquiryforwalnutshasbeenreferredto（轉(zhuǎn)交）usforattention.d.Wewishtoreferyoutoourbank.我們希望你方去詢問我們銀行。

WritingSteps

1.Beginbyacknowledgingthereceiptoftheletter.2.

Expressthe

Regret3.

Lookintothematterandgivetheexplainforthemistake4.

Suggesthowthematterwillbeputright(replacement,refund,repair,compensation5.

ApologizefortheinconvenienceUsefulExpression1.已安排立即發(fā)運所需貨物，有關單證備妥后隨即寄出。2.本公司對由此失誤而給貴方造成的不便深感歉意。Wehavearrangedforthecorrectgoodstobedispatchedtoyouatonce.Therelevantdocumentswillbemailedtoyouassoonastheyareready.WeapologizefortheinconveniencecausedbyourerrorSampleLetter4:rejectthecomplaintUsefulexpressionWordsandphrasesSampleletterWritingstepsWordsandPhrases

workmanshiptopprioritytomakeupforsomeoftheinconvenienceyouhavesuffered手藝、工藝品最優(yōu)先考慮的事情為了彌補貴方所遭受的不便

WritingSteps

1.Beginbyacknowledgingthereceiptoftheletter.2.

Statethecomplaint3.

Lookintothematterandrejecttheirsuggestion4.

Suggesthowthematterwillbeputright(togiveadiscount)5.

HopeforreplyUsefulExpression1.我們的產(chǎn)品是適銷的合格產(chǎn)品。2.讓客戶滿意是我們的宗旨。Ourgoodsareofsalablequality.Ourcustomers’satisfactionisourtoppriority.UsefulExpressionclaimn.向某人提出索賠

tolodge/raise/file/make/lay/register/render/enter/putin/bringup/setupaclaimagainst/with/onsb.因破損（包裝不良）提出索賠

tolodgeaclaimfordamage(poorpacking)

對該批貨物提出10000美元索賠

tolodgeaclaimfor10000$onthegoodsUsefulExpressionclaimvt.toclaimUS$10000索賠美元一萬元

toclaimacompensationofUS$10000要求賠償美元一萬元toclaimUS$10000fordamage因損壞而索賠美元一萬元

toclaimUS$10000onthegoods對該貨物索賠美元一萬元Usefulexpression:

OnDefectivePacking1.收到你方發(fā)來的15箱貨。但很遺憾，檢查發(fā)現(xiàn)5箱顯然由于包裝不良而嚴重損壞。Wedulyreceivedthe15casedofgoodsyousentus.Butmuchtoourregret,onexamination,fiveofthemwerefoundtobebadlydamagedbecauseofpoorpacking.

我們一個一個地檢查，發(fā)現(xiàn)每個都有不同程度的滲漏。Weexaminedthemonebyoneandfoundthateachofthemwasleakingmoreorless.Usefulexpression:

OnDefectivePackingUsefulExpression:OnShortage

TheconsignmentcoveringourOrderNo.…arrivedlastweek.Wearesorrytofindthatthereisashortageof1,605kilos,thoughthepackingremainsintact.Thereisnodoubtthattheshortageoccurredpriortoshipment.Therefore,wemustlodgeaclaimagainstyoufor$1,500.00.Insupportofourclaim,,wearesendingyouasurveyreportissuedbyC.C.I.B.我方第…號訂單項下貨物已于上周運到。很遺憾，雖然包裝原封不動，但短重1605公斤。毫無疑問，短重發(fā)生在裝運前，我方現(xiàn)特提出索賠1500美元。為說明我方索賠理由，現(xiàn)寄上中國商檢局的檢驗報告UsefulExpression:ClaimsAccepted發(fā)錯的貨物下班輪船帶回，費用由我方負擔，但最好能在你方市場售出。Thewrongpiecesmaybereturnedpernextavailablesteamerforouraccount,butitispreferableifyoucanselltheminyourmarket.Wemaycompromise,butthecompensationshould,innocase,exceedStg.257,otherwise,thiscasewillbesubmittedtoarbitration.

我方可以讓步，但賠償不得超過257英鎊，否則將提交仲裁。UsefulExpression:ClaimsAccepted由于雙方合作，此事已友好解決，我方將匯2567英鎊，賠償你方損失。Withourmutualcooperation,thiscasehasbeensettledamicablyandweshallremittoyouStg.2,567incompensationfortheloss.UsefulExpression:ClaimsRefused當貨物離開此地時完好無損。損壞顯然發(fā)生在運輸途中。Thegoodswereinperfectconditionwhentheylefthere,andthedamageevidentlyoccurredduringtransit.Forthesereasons,wewouldaskyoutolodgeraclaimagainsttheunderwritersatyourend.由于這些原因，我方要求你方向當?shù)氐谋ｋU商提出索賠。Usefulexpression:ClaimsRefused顯而易見，損壞是由于粗暴裝運所致，你方向有關的保險公司索賠為宜。Asthedamageisapparentlyduetoroughhandlingintransit,itisonlyappropriateforyoutofileyourclaimwiththeinsurancecompanyconcerned.Translating1.收到你方發(fā)來的15箱貨。但很遺憾，檢查發(fā)現(xiàn)5箱顯然由于包裝不良而嚴重損壞。Wedulyreceivedthe15casedofgoodsyousentus.Butmuchtoourregret,onexamination,fiveofthemwerefoundtobebadlydamagedbecauseofpoorpacking.

當貨物離開此地時完好無損。損壞顯然發(fā)生在運輸途中。Thegoodswereinperfectconditionwhentheylefthere,andthedamageevidentlyoccurredduringtransit.Forthesereasons,wewouldaskyoutolodgeaclaimagainsttheunderwritersatyourend.由于這些原因，我方要求你方向當?shù)氐谋ｋU商提出索賠。TranslatingTranslating

由于雙方合作，此事已友好解決，我方將匯2567英鎊，賠償你方損失。Withourmutualcooperation,thiscasehasbeensettledamicablyandweshallremittoyouStg.2,567incompensationfortheloss.LetterWritingLetterwriting11Letterwriting22

key

keySteps:1.表明寫信原因：貨物延遲到達，提出索賠2.詳盡陳述事實，說明差錯所在3.希望對方盡早解決問題。Writealetter(1)basedonthefollowingsituation:你方與某公司長期合作，該公司一向供貨及時，但不知何故，最近的一批訂貨晚了7天。你方客戶對此感到不滿，你公司因此遭到損失。請寫信給該公司提出索賠。

。KeyDearSirs,WeregrettoinformyouthatourorderNo.5050forpurecottonmen’sshirtsofvarioussizeshasbeeneightdaysoverdue.Wecannotbutlodgeaclaimagainstyou.Oursisasmallcompany.Wedependverymuchuponthegoodwillofourcustomers.Thelatearrivalhasputanumberofourvaluedcustomerstogreatinconvenience.Andthis,inevitably,hascausedusanextraexpenseofmorethanUSD300.Weexpectcompensationfromyouforthis.Iamsureyouwilltaketheimportanceofthismatterintoaccountandsettleitatyourearliestconvenience.Yoursfaithfully