外贸英语函电投诉和索赔

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1、Module 4 Consequent Affairs 模块模块4 业务善后业务善后 Situation 16 Complaints and Claims情景情景16 投诉和索赔投诉和索赔Situation 16 Complaints and Claims 学习学习 目标目标 Be familiar with the words and expressions used in complaints and claimsBe able to write letters of making complaints and claims for all kinds of reasonsBackgrou

2、nd Information Specimen LettersWriting TutorialVocabulary BuilderSentence MenuTry Your HandTest YourselfTipsSituation 16 Complaints and Claims Contents In international trade, if one party breaches the contract, the other party has the right to make complaints or claims in order to get compensation.

3、Situation 16 Complaints and Claims 当合同一方当事人因另一方当事人违约而遭受损失时，受损的当合同一方当事人因另一方当事人违约而遭受损失时，受损的一方就会向违约的一方进行投诉或索赔，要求对方补偿自己受到的一方就会向违约的一方进行投诉或索赔，要求对方补偿自己受到的损害。损害。Background Information背景介绍背景介绍样信欣赏样信欣赏 写作指南写作指南词汇拓展词汇拓展句型归纳句型归纳 大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 样信欣赏样信欣赏 写作指南写作指南词汇拓展

4、词汇拓展句型归纳句型归纳 大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士 Complaints and claims in import and export business are usually made by the buyer against the seller, for problems of quality, quantity, packing or delivery. But the seller will also make complaints or claims if there is delay in opening an L/C or delay in pa

5、yment, etc. by the buyer. This is the type of trade claim. 在进出口业务中，较多的是买方就质量、数量、包装或交货问在进出口业务中，较多的是买方就质量、数量、包装或交货问题向卖方投诉或索赔。但如果买方出现迟开信用证或延迟付款等问题向卖方投诉或索赔。但如果买方出现迟开信用证或延迟付款等问题，卖方也会做出投诉或索赔。这称为贸易索赔。题，卖方也会做出投诉或索赔。这称为贸易索赔。背景介绍背景介绍Situation 16 Complaints and Claims 样信欣赏样信欣赏 写作指南写作指南词汇拓展词汇拓展句型归纳句型归纳 大胆尝试大胆尝试

6、挑战自我挑战自我 外贸小贴士外贸小贴士背景介绍背景介绍 The other two types of claim are insurance claim and transportation claim. The former refers to claims lodged against the insurance company when risks covered in the insurance policy occur and cause damage to the goods. The latter refers to claims against the carrier when

7、 goods are damaged due to the carriers fault. 另外两种类型的索赔是保险索赔和运输索赔。前者是当保险合另外两种类型的索赔是保险索赔和运输索赔。前者是当保险合同承保范围内的风险发生并造成货物损失时，向保险公司提出索赔；同承保范围内的风险发生并造成货物损失时，向保险公司提出索赔；后者是由于船公司的过错而引起货物受损时，向船公司提出索赔。后者是由于船公司的过错而引起货物受损时，向船公司提出索赔。Situation 16 Complaints and Claims 背景介绍背景介绍样信欣赏样信欣赏 写作指南写作指南词汇拓展词汇拓展句型归纳句型归纳 大胆尝试大

8、胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Specimen Letter 1：Complaining about Order CancellationTask: An order from Aspire Garment Co., Ltd has been cancelled out of a sudden. Lin Na, the Export Manager Assistant of Grace Import and Export Company, is now complaining to Aspire Company. Aspire服装有限公司突然取消了向浙江格雷斯进出口有限公司服装有

9、限公司突然取消了向浙江格雷斯进出口有限公司下的订单。林娜是格雷斯进出口公司出口部的经理助理，她正在写下的订单。林娜是格雷斯进出口公司出口部的经理助理，她正在写信向信向Aspire公司投诉公司投诉。Situation 16 Complaints and Claims 背景介绍背景介绍样信欣赏样信欣赏 写作指南写作指南词汇拓展词汇拓展 句型归纳句型归纳 大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Zhejiang Grace Import and Export Company516 Heshan Road, Hangzhou, ChinaSeptember 24, 2013David S

10、mithAspire Garment Co., LtdYork House, Lawton StreetLiverpool, ML32LL, EnglandSituation 16 Complaints and Claims 背景介绍背景介绍样信欣赏样信欣赏 写作指南写作指南词汇拓展词汇拓展Dear Mr. Smith,Re: Order No. 123Your letter of Sep. 23 has received our attention. We are surprised at your sudden cancellation of your Order No. 123.As y

11、ou know, we started to manufacture the goods as soon as we received your order. We even declined several orders from other clients to meet your demand . Now we have already booked the shipping space and all the goods are ready for delivery. If you cancel the order, we will suffer a great loss.句型归纳句型

12、归纳 大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士背景介绍背景介绍样信欣赏样信欣赏 写作指南写作指南词汇拓展词汇拓展In view of our friendly business relations in the past and long-term cooperation in future, we strongly insist that you withdraw your cancellation of Order No.123 at once so that our contract wont be breached .We hope we can settle this

13、matter in an amicable way. Your early reply will be much appreciated.Yours faithfully,Lin NaExport Manager Assistant句型归纳句型归纳 大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士translationSituation 16 Complaints and Claims Situation 16 Complaints and Claims Language Points of Letter 1Note 1背景介绍背景介绍your sudden cancellation o

14、f your Order No. 123 你们突然取消123号订单 “cancellation of your order”是 “cancel your order”的名词形式。取消撤销订单还可以这样表示：withdraw an order, revoke an order句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试词汇拓展词汇拓展挑战自我挑战自我Situation 16 Complaints and Claims Language Points of Letter 1Note 2词汇拓展词汇拓展背景介绍背景介绍 declined several orders 拒绝订单

15、decline有婉拒的意思，和refuse比较，语气比较委婉。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Language Points of Letter 1Note 3词汇拓展词汇拓展背景介绍背景介绍 your demand can be met 满足你方的需求，此处是被动的用法。meet和demand, request, requirement搭配使用表示“满足需求”的含义；meet和satisfaction搭配表示“令人满意”的含义。e.g. If you

16、are in a position to meet our requirement, we will place a large order with you. 如果你们能满足我们的需求，我们将向你们下大宗订单。 We regret to inform you that we are not in a position to meet your request at this moment. 很抱歉目前我们无法满足你们的需求。 We hope they will arrive in time and meet your satisfaction. 希望它们能及时到达并使你们满意。句型归纳句型归

17、纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Language Points of Letter 1Note 4词汇拓展词汇拓展背景介绍背景介绍 suffer a great loss 蒙受巨大的损失句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Language Points of Letter 1Note 5词汇拓展词汇拓展背景介绍背景介绍 withdr

18、aw your cancellation of Order No.123 撤回对123号订 单的取消 breach the contract 违反合同句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Language Points of Letter 1Note 6词汇拓展词汇拓展背景介绍背景介绍 amicable adj. 原指“友好的，友善的，和睦的”，这里可以理解为“令人满意的”。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外

19、贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍Specimen Letter 2：Claiming for Inferior QualityTask: It is found that there is considerable color difference between the handbags received and the samples. Therefore, Nancy Brown, the Import Director of Ramada Leather Co., Ltd., is writing

20、to Grace Import and Export Company to complain about it. Ramada皮具有限公司发现收到的手提包与样品有较大的色差。皮具有限公司发现收到的手提包与样品有较大的色差。进口部经理进口部经理Nancy Brown正在写信向格雷斯进出口有限公司投诉此正在写信向格雷斯进出口有限公司投诉此事事。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍 Ramada Leather Co., Ltd.2

21、30 West 600 SouthSalt Lake City, Utah 84101, U.S.A.September 25, 2013Wang YupengImport DepartmentZhejiang Grace Import and Export Company516 Heshan Road, Hangzhou, China句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍Dear Mr. Wang,Re: Handbags A

22、rt. No. H-106 under Order No. 123We have taken delivery of the shipment of 2000 pieces of Handbags No. H-106 under our Order No. 123 .Thank you for your punctual execution of this order.After unpacking the goods, we are surprised and disappointed to find that 20% of the handbags do not match the sam

23、ples in color. The color difference is so prominent that our customers have refused to accept these items in question.句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍Therefore we have no choice but to ask you to replace them with new ones whose

24、color is consistent with the samples you sent us and repay us the inspection fee of 215 as well. Enclosed you will find a copy of the covering inspection certificate from a local surveyor in support of our claim, and a debit note for the inspection fee. We look forward to receiving your early explan

25、ation of this discrepancy.Yours faithfully,Nancy BrownImport Director句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士translationSituation 16 Complaints and Claims Language Points of Letter 2 unpack the goods 打开货物包装 20% of the handbags do not match the samples you sent us in color. 20%的手提包颜色和你方发来

26、的样品不符。Note 1词汇拓展词汇拓展背景介绍背景介绍句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Language Points of Letter 2color difference；color aberration; color deviation; color shading都能表示“色差”的意思Note 2词汇拓展词汇拓展背景介绍背景介绍句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situatio

27、n 16 Complaints and Claims Language Points of Letter 2 in question 被谈论着的，考虑之中的e.g. The loss in question was beyond the coverage granted by us. 该损失不包括在我方承保的范围内。 we are very sorry to advise that the goods in question cannot be ready before the end of May 2005,because of some delay on the part of our m

28、anufacturers. 我们非常抱歉的奉告，由于厂商的延误，该货无法在2005年5月底之前备妥。 Note 3词汇拓展词汇拓展背景介绍背景介绍句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Language Points of Letter 2 Therefore we have no choice but to 因此我们不得不我们只能做某事 也可以用cannot but来表示同样的含义，但注意此时后面的动词要使用不带to的不定式。e.g. We cannot bu

29、t lodge a claim with you for US $ 3,000 on the short-delivered 300 kilograms of tea. 我方不得不向贵方就少运的300公斤茶叶提出3000美元的索赔。 We have no choice but to fine a claim on you, which we hope will receive your prompt attention. 我方只能向贵方提出索赔，希望你们能马上关注此事。Note 4词汇拓展词汇拓展背景介绍背景介绍句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我

30、 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Language Points of Letter 2Note 5词汇拓展词汇拓展背景介绍背景介绍 be consistent with 与一致 conform to 与相符 be in conformity with 与符合e.g. After inspection the goods shipped are found not in conformity with the sample you sent to us. 对运来的货物进行检验后发现，它们与贵方以前寄给我们的样品不符。 We found

31、some points that dont conform the terms in the S/C, and would therefore request you to make the following amendments. 我们发现有几处与销售合同条款不符，因此要求你方做出如下修改。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Language Points of Letter 2Note 6词汇拓展词汇拓展背景介绍背景介绍 inspection fee

32、检验费 inspection certificate 检验证书 surveyor 检验员，鉴定人；公证行 in support of 支持，证明是正确的 debit note 付款通知单句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Language Points of Letter 2Note 7词汇拓展词汇拓展背景介绍背景介绍 claim n.&v. 索赔 claim常与动词make, lodge, file, raise等搭配使用。向谁索赔，介词用against,

33、 with, 或on；为什么索赔，介词用for或者on account of；对什么货物提出索赔，介词用on或者against。 e.g. We have filed a claim on that trading company for the short weight. 由于货物短重，我们向那家贸易公司提出了索赔。 They submitted a claim against this cargo on account of inferior quality. 他们就这批货的质量问题提出了索赔。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外

34、贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍Specimen Letter 3：Complaining About Wrong DeliveryTask: Jack Simpson is the Purchasing Manager of South Bay Sportswear Company. He is writing to Zhejiang Grace Import and Export Company complaining about wrong delivery of the goods. Jack Simpson

35、是是South Bay运动服饰有限公司的采购部经理，运动服饰有限公司的采购部经理，他正写信给格雷斯进出口公司投诉他们发错了订单他正写信给格雷斯进出口公司投诉他们发错了订单。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍 South Bay Sportswear Company3330 Figueroa Street Los Angeles, U.S.A.September 16, 2013Zhang MingExport Departm

36、entZhejiang Grace Import and Export Company516 Heshan Road, Hangzhou, China句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍Dear Mr. Zhang,Re: Order No. 123Thank you for your prompt delivery of the goods under our Order No. 123. But we regret to

37、inform you that the goods in Case No. 10 are not what we ordered. We presume that a mistake must have occurred and this case is for another order.We need the articles to complete deliveries to our own customers, so we must ask you to arrange for the dispatch of the right goods immediately. Enclosed

38、is a list of the goods in Case No. 10 and the copy of your Packing List.句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍We are holding the above-mentioned case at your disposal and please let us know what you wish us to do with it. We are lookin

39、g forward to your early reply.Yours sincerely,Jack SimpsonPurchasing Manager句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士translationSituation 16 Complaints and Claims Language Points of Letter 3Note 1词汇拓展词汇拓展背景介绍背景介绍presume vt. 认为，假定，推测 此处使用presume，使语气变得比较缓和，减少了谴责的对方的感觉。试比较下列句子的语气：e.g. We pre

40、sume that there must be some reasons for your having trouble with this article 我们想，一定是有什么原因导致该产品除了问题。 We cannot understand why you have had trouble with this article 我们不明白为什么该产品会出问题。 很显然，第一个句子更加符合函电书写的礼貌原则。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Languag

41、e Points of Letter 3Note 2词汇拓展词汇拓展背景介绍背景介绍 hold在此处解释为保管 at ones disposal 供任意使用，可自行支配 在本句中不宜直译，可以理解为“替你方保管货物”。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Writing Tutorial 词汇拓展词汇拓展背景介绍背景介绍Being timely is the first principle of making a complaint or claim. It

42、is usually stipulated in a contract that a claim should be made within a certain time limit or it will be viewed as invalid. 做出投诉或索赔时，及时是第一原则。因为合同中一般都会规做出投诉或索赔时，及时是第一原则。因为合同中一般都会规定索赔的有效期，超出该期限，索赔会被视为无效。定索赔的有效期，超出该期限，索赔会被视为无效。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints

43、 and Claims 词汇拓展词汇拓展背景介绍背景介绍Another principle for such a letter is to be specific and definite. The writer should state clearly the number of the order and the contract, his damage or losses, the reason why the recipient should be responsible, and the proposed settlement as well. And it is also impo

44、rtant to provide evidence for the claim. 具体、明确是这类信件写作的另一个重要原则。写信时要清楚具体、明确是这类信件写作的另一个重要原则。写信时要清楚地说明订单号、合同号、受损情况、收信人应该负责的原因，还有地说明订单号、合同号、受损情况、收信人应该负责的原因，还有建议如何解决此事。给出索赔的证据同样重要。建议如何解决此事。给出索赔的证据同样重要。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍Be

45、sides, remember to remain diplomatic and courteous while writing your letter. No matter how justified your complaint may be, do not allow your letter to become angry, sarcastic, or even threatening. Keep in mind that the purpose of writing this letter is to find out who should be responsible for the

46、 losses and solve the problem. Aggressive or insulting words do not help to get things settled. They can only adversely affect the development of business between the two parties involved. 此外，写信时要始终保持礼貌得体。不管你投诉的理由是多么此外，写信时要始终保持礼貌得体。不管你投诉的理由是多么充分，也不要在信里显出愤怒、尖刻甚至威胁的语气。记住写信投充分，也不要在信里显出愤怒、尖刻甚至威胁的语气。记住写信

47、投诉或索赔的目的是找出应该为损失负责的人并且解决问题。争强好诉或索赔的目的是找出应该为损失负责的人并且解决问题。争强好胜、出言不逊对解决问题毫无帮助，反而只会影响双方业务的进展。胜、出言不逊对解决问题毫无帮助，反而只会影响双方业务的进展。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍A letter of complaint or claim generally consists of the following:投诉和索赔信件的结构如

48、下：投诉和索赔信件的结构如下：1.Expressing regret for the need to complain or claim;2.Stating the reason for the complaint or claim;3.Indicating the losses or inconvenience caused;4.Proposing how to settle the claim;5.Expressing your expectation.1.为提出投诉或索赔表示遗憾；2.说明投诉或索赔的原因；3.说明由此造成的损失或不便；4.提出解决问题的具体办法；5.提出期望句型归纳句型

49、归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Vocabulary Builder词汇拓展词汇拓展背景介绍背景介绍complainv. 抱怨，申抱怨，申诉，投，投诉complaintn. 抱怨，申抱怨，申诉，投，投诉complain to sb. about/of sth.向某人抱怨某事向某人抱怨某事make/have/report a complaint with/against sb. on sth.向某人抱怨某事向某人抱怨某事repeat the complaint abo

50、ut重复重复对某事的抱怨某事的抱怨receive a complaint on 收到关于某事的申收到关于某事的申诉reason/cause for complaint抱怨的原因抱怨的原因句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍claimn. v. 索索赔bring up/enter/file/issue/lay/lodge/make/place/put in/raise/register/render/set up/submit/

51、 a claim with/against/on/upon sb. for sth.因因向某人提出索向某人提出索赔accept/admit/entertain/handle a claim受理索受理索赔reject a claim拒拒绝索索赔settle a claim解决索解决索赔dismiss a claim驳回索回索赔abandon/waive/withdraw a claim放弃放弃 / 撤回索撤回索赔句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇

52、拓展背景介绍背景介绍be caused by; be attributed to; result from; arise from; be the result of; as a result of由由引起的引起的suffer a great loss遭受巨大遭受巨大损失失negligent; carelessadj. 疏忽，失疏忽，失误negligence; carelessnessn. 疏忽，失疏忽，失误be (held) responsible for 应对负责任任bear the responsibility承担承担责任任compensate for补偿make a compensat

53、ion for补偿amicableadj. 友好的，友善的友好的，友善的句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍unpackv. 打开（包装）取出打开（包装）取出matchv. 相同，一致相同，一致not correspond to/confirm to/agree with/in conformity with/in accordance with 与与不一致不一致color difference色差色差in question被

54、被谈论着的，考着的，考虑之中的之中的replacev. 替替换inferior quality质量差量差short weight短重短重short shipped短装短装句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍short calculated少算少算short paid少付少付short established少开少开over charge多收多收wrong delivery错发late delivery迟交交damaged go

55、ods货物受物受损improper package不当包装不当包装rough handling野蛮搬运野蛮搬运delay in opening an L/C迟开信用开信用证refuse to establish the L/C拒开信用拒开信用证cancel an order取消取消订单句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍surveyorn. 检验员，鉴定人定人survey report调查报告告inspection fee;

56、survey charge检验费inspection certificate of quality品品质检验证书inspection certificate of weight重量重量检验证书inspection certificate of quantity数量数量检验证书inspection certificate of origin产地地检验证书inspection certificate on damaged cargo验残残检验证书packing list装箱装箱单invoice发票票bill of lading提提单句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试

57、挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Sentence Menu词汇拓展词汇拓展背景介绍背景介绍1. Making complaints or claims1. 提出索提出索赔We inform you with regret that recently there are quite many complaints from our customers about your Mens Shirts.很遗憾地通知贵方，近来相当多的客户抱怨贵方的男士衬衫。We have to complain to you about the

58、 delay in shipment which has caused us much trouble.我们必须向你们投诉，装运延迟给我们带来了很多麻烦。We regret to have to complain about the late delivery of the goods under our Order No. 123.很遗憾，我们必须向你方投诉123号订单货物的发货延迟。This being the case, we have to lodge a complaint against you for the inferior quality.既然如此，我们不得不就质量低劣问题向

59、贵方投诉。After examining the curtain materials supplied to our Order No.234, we must express our disappointment at their quality.经过对你方向我方234号订单所供应的窗帘布料的检验，我们必须表达对其质量的失望。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍2. Explaining the reasons for th

60、e complaint or claim2. 说明投明投诉或索或索赔的原因的原因After checking the goods against your invoice, we discovered a considerable shortage in number.经过对照发票查对之后，发现数量少了很多。We are very much surprised at the news that 12 pieces of Furs were found missing without the cases showing any sign of being tampered with.箱内裘皮短少

61、12张，而箱子并无动过的痕迹，我们对此甚感惊异。We are unable to accept the shipment which we received from you today, as they had been completely smashed when they reached us.我们很难接受今天收到的货物，因为货物到达我处时已经完全粉碎了。The ship encountered heavy weather, and 252 cases were damaged by sea water.货船遇到了恶劣天气，252箱茶叶被海水损坏。The Walnut Meats ar

62、rived in a moldy condition.核桃仁在到时已经发霉了。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍After reinspection we found that the quality of the goods was not in conformity with the contract stipulations.复验后发现，质量与合同规定不符。We greatly regret to say that t

63、he goods are not in accordance with your sample.非常遗憾，到货的确与样品不完全相同On opening the cases we found that we had received the wrong goods. We received the LP-868 instead of the LP-888 Laser Printer that we ordered.开箱时，我们发现货物不对，我方收到的是LP-868型激光打印机而不是我方订购的LP-888型。On placing the order we were told that they w

64、ould be delivered in site about the middle of September. Today is September 22 and these Excavators have not yet to be delivered!发订单时，你方承诺将在9月中旬运抵货物。今天已是9月22日，但挖掘机连影子都没见。There is a discrepancy between the packing list and your invoice.装箱单与发票不一致。We regret that you still refuse to establish L/C for th

65、e pending contract in spite of our pressing for execution time and again.很遗憾，尽管我们数次催促，你方始终拒绝为尚未完成的合同开立信用证。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍3. Offering evidence for claim3. 提供索提供索赔依据依据For your reference, we enclose an analysis of t

66、he test we have made.兹附上化验结果一份供你参考。We enclose a survey report in support of our claim.兹附上一份检查报告作为我们索赔的依据。The survey report issued by CCIB is forwarded and your early settlement is requested.随附中国商品检验局的检验报告，希望你方早日理赔。We now enclose a list of the consignment and a copy of invoice.在此我方附上货物清单和发票副本。4. Maki

67、ng proposals4. 提出具体要求提出具体要求We trust that you will be kind enough to accept this claim and deduct the sum claimed from the amount of your next invoice to us.我方相信贵方会接受这一索赔并把索赔的款项从贵方下次寄来的发票金额中扣除。We must therefore lodge a claim against you for the amount of $15,800.因此，我们必须向你方提出索赔，金额为15,800美元。Im afraid y

68、ou should compensate us by 5% of the total amount of the contract.贵公司要赔偿我方合同全部金额的百分之五。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍We are therefore, compelled to claim on you to compensate us for the loss, $27,500, which we have sustained by

69、the damage to the goods.因此，我方被迫向贵方提出索赔，来补偿我方由于货物受损而遭受的27,500美元的损失。We must ask you to replace them with good salable ones.我们必须请求贵方以适于销售的货物更换该货。As much of this consignment will be practically useless, kindly allow me a liberal discount upon the price agreed upon.由于这批商品中有很多无法使用，所以希望你方能对原来商定的价格作一次大幅度的折扣

70、优惠。As our order was placed on a CIF basis and you effected the insurance, we should be grateful if you would submit the insurance claim for us with the insurers.由于我方合同是按你方CIF方式成交的，是由你方办理保险，如蒙代表我方向保险公司提出保险索赔，则不胜感激。We hope that you will take your commercial reputation into consideration in all serious

71、ness and open the L/C at once. Otherwise, you will be responsible for all the losses caused.希望你方能认真考虑你们的商业信誉，立即开证，否则由此带来的损失由你方承担。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍5Expressing expectations 5. 表达期望表达期望We hope you will settle this mat

72、ter and bring the case to a satisfactory close. We trust that there will be no repetition of this kind of trouble.希望贵方能尽快圆满解决此事，并期望类似麻烦不再发生。We would like you to inform us of what you decide to do regarding our losses.对于我方的损失，请贵公司告知贵方的处理办法。We hope you will eventually take into consideration our futur

73、e business relations and let us have your remittance in due course.希望你方能最终考虑到我们以后的贸易关系并及时汇来赔款。Please give our claim your favorable consideration请认真考虑我方的索赔。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍We feel sure that you will give our claims

74、 your most favorable consideration and let us have your settlement at an early date.我们相信你方一定会认真考虑并早日解决我们的索赔。Your early explanation of this discrepancy will be appreciated.如能早日对此差错给出解释，我们将感激不尽。We hope we can settle this dispute in an amicable way.我们希望能以一个和好的办法解决这项争端。Of course, we prefer to settle the

75、 claim by amicable means instead of resorting to arbitration.当然我们宁愿采取和解办法来解决此项索赔，而不诉诸仲裁。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Try Your Hand 词汇拓展词汇拓展背景介绍背景介绍Suppose you are lodge a complaint against the exporter. Please compose a letter according to th

76、e information given below. 假假设你正在向出口商你正在向出口商进行投，行投，请根根据以下所据以下所给信息写一封信。信息写一封信。(1) 123号号订单中的瓷器已中的瓷器已经收到，感收到，感谢对方及方及时发货。(2) 但是但是3号号货箱中装的瓷器已箱中装的瓷器已经完全破碎，根本无法完全破碎，根本无法销售售。(3) 经检查，这是由于不当包装引起的。是由于不当包装引起的。责任任应由由对方承担。方承担。向向对方就方就该损失索失索赔3000美元以及美元以及检验费。(4) 随函附上随函附上检验证书及付款通知及付款通知单，并希望，并希望对方早日理方早日理赔。句型归纳句型归纳样信欣赏

77、样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士KeysSituation 16 Complaints and Claims Test Yourself词汇拓展词汇拓展背景介绍背景介绍I.Fill in the blanks with proper propositions. 1. We regret to inform you that the goods shipped per S.S. “Victory” arrived _ an unsatisfactory condition. 2. We cannot but lodge a claim _ you.

78、 3. Unfortunately, quite a number of the users are dissatisfied with your Straw Baskets supplied _ Order No. 2090. 句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍4. We hope that you will look _ the cause of the defective goods. 5. The additiona

79、l charge will be _ your account. 6. The goods do not correspond _ the sample. 7. It is obvious that the damage resulted _ improper packing. 8. The buyer complained _ the excessive moisture of the minerals. 9. _ such circumstances, we have to file a claim against you to the amount of RMB 850 plus ins

80、pection fee. 10. We are expecting compensation _ you. 句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士KeysSituation 16 Complaints and Claims II. Make the best choice. 词汇拓展词汇拓展背景介绍背景介绍1. After unpacking the case we found the goods did not _ with the original sample.A. measureB. match C. compareD.

81、 agree2. Fifty cases of Green Tea you sent us were found badly damaged. This was apparently attributable to _ packing.A. faulty B. superiorC. inferiorD. wrong3. We have to point out that the _ of the fulfillment of the contract has caused us certain expenses. A. guaranteeB. assuranceC. postponementD

82、. advancement句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍4. After inspection of the above shipment we found 5 cases _. A. losing B. missing C. lost D. missed5. You must be responsible for all the losses _ from your delay in opening the cover

83、ing L/C.A. Arising B. arousingC. rising D. raising6. Our Accounts Receivable Department has written to you three times; _, we have had no response to our letters.A.consequently B. moreover C. thus D. however7. We have _ the drums one by one and found that most of them are leaking.A. tested B. examin

84、ed C. traced D. rolled句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍8. Please see to it that such a(n) _ does not occur again. A. mistakeB. negligenceC. oversightD. carelessness9. We regret that it is necessary to complain _ the non-delivery o

85、f the 10,000 tons of Sugar under Contract BC-012.A. concerningB. about C. regarding D. with10. The shipment was delayed because you had failed _ the necessary space.A. order B. to order C. book D. to book句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士KeysSituation 16 Complaints and Claims III.

86、Translate the following sentences into English词汇拓展词汇拓展背景介绍背景介绍1.我们很遗憾地告知你方，我们收到的货物与你们提供的样品不符。 (confirm to)2.破损很明显是由包装不良造成的。(be caused by)3.由于短重5吨，我们必须向你们提出索赔。( shortage; claim)4.你方货物抵达我方时严重受损，根本无法销售。( badly damaged; unsalable)5.我们很遗憾不得不退回这些货物。如果你方能尽快用正确的货物替代，我们将非常高兴。(send back; replacement)6.关于你方产品质

87、量低劣的问题，我方要求你方为我方损失赔偿15000美元。(inferior quality; compensate for) 7.如果你方不接受我们的提议，我们只能提交仲裁。(submit to arbitration)8.我们希望此次事件不会影响我们双方日后的合作。 (detriment)句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士KeysSituation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍Tips: How to claim effectively? Once damage or

88、loss occurs, what the injured party wants most is to have his complaint or claim settled as soon as possible. Then how to make a complaint or claim effective? We may try from the following aspects: 发生了损失后，受损一方最希望的是自己的投诉和索赔能尽快得到处理。但怎样做才能使自己的索赔变得有效呢？我们可以从以下几个方面进行尝试：句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自

89、我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍 1. Once damage or loss of goods is found, the first thing we should do is to collect relevant evidence to support our complaint or claim and include them all into the survey report. Usually, evidence needed for complaint or claim is

90、 as follows: name of the vessel, B/L number, container number, seal number, condition of the outer package, shipping mark, place of inspection and scene photos, etc. 1. 一旦发现货物受损，应立刻收集相关证据，在检验报告中详细列明。 通常索赔需要的证据有：与货物有关的船名、提单号、集装箱号、铅封号、外包装状况、唛头、检验地点、现场照片等。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士

91、外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍2. Identify the right person who should be responsible for the accident according to the provisions of risk division stipulated in the contract, and lodge a claim against him.2. 根据合同中对于风险划分的规定，找准相关责任人提出索赔。 3. There is always a term on the valid

92、 period for claim in the contract. Make sure that the claim is lodged within that period. Otherwise, the other party has the right to reject the claim.3. 合同中对于索赔的有效期限都有具体规定，一定要在该期限内提出索赔，否则，对方可以拒绝理赔。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介

93、绍 4. In communication with the customer, we should be positive and polite. It is not wise always to bear in mind the loss we suffered for it will lead to resentment. Instead, you might mention something satisfactory during the cooperation between you and your partner, such as the good quality, reaso

94、nable price and prompt delivery, etc. By doing this, the blow of your complaint will be softened and on the other hand, your partner will not feel “losing face”. In turn, he will also deal with your claim with a positive attitude. 4. 与客户沟通时，要抱着良好的心态和礼貌的态度。不要总是想着自己受到了损失而满怀怨怼，不妨多提提双方在以往合作中令人满意的经历。比如对方

95、的质量好、价格公道、发货迅速等。这样做的目的，一方面可以舒缓紧张气氛，另一方面，不会令对方觉得丢面子。反过来，对方也会用一种积极的心态来理赔。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍 5. If you dont receive the results as you expected, consider writing another letter with a firmer tone, or try writing to som

96、eone higher up in the chain of command.5. 如果投诉或索赔没有得到预期的结果，可以考虑以更坚定的语气再写一次信，或者尝试写给行政职位更高的人。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims 词汇拓展词汇拓展背景介绍背景介绍 6. Complaints and claims should be based on facts so that your legitimate rights and interests can be saf

97、eguarded. Never take complaints or claims as excuses to cover up your intentionsyou dont want the goods any more or you have found that they can be obtained at lower prices from elsewhere, or you suffered a loss due to a price fall. Neither should you overstate the degree of loss in order to get a h

98、uge sum of indemnity. It will be regarded as a dishonest action which may cause much more trouble and meanwhile, the good relations with the customer can not be maintained any more.6. 投诉和索赔要建立在事实的基础上，合法的权益才能得到保障。不要把投诉和索赔作为借口来掩盖自己另外的一些企图找到更好的货源了、不想要这批商品了、或者是由于价格下跌而受到损失了；也不要夸大受损程度以期获得巨额赔款。通常这样的行为会被认为是

99、不诚实的行为，从而引起更多麻烦，同时也很难再维持同客户的良好关系。句型归纳句型归纳样信欣赏样信欣赏 写作指南写作指南大胆尝试大胆尝试挑战自我挑战自我 外贸小贴士外贸小贴士Situation 16 Complaints and Claims Translation of the letters Letter 1 你方9月23日的来信已收到，对于你方突然撤销123号订单，我方感到十分惊讶。 要知道，一收到你方的订单，我们就立刻开始生产。为了满足你方的需求，我们甚至推掉了来自其他进口商的几份订单。现在，我们已经订好船舱，所有的货物也已备妥代运。如果你方取消订单，我们将会损失惨重。 鉴于我们双方过去的

100、友好业务关系并考虑到今后的长期合作，我方强烈要求你方立即放弃取消123号订单以免违反合同。 希望此事能令人满意地得以解决。 盼速复。Situation 16 Complaints and Claims Translation of the letters Letter 2 我方已收到123号订单订购的H-106型手提包。感谢你们对此订单的及时处理。 但是，打开货物包装后我们感到十分惊讶和失望，因为我们发现20%的手提包颜色和你方发来的样品不符。色差十分明显，以至于我们的客户拒绝接受改产品。 因此，我们不得不要求你们用颜色和样品一致的新货物来替换这批货物，并且偿还我们所支付的金额为215英镑的检

101、验费用。随函附上本地检验机构出具的相关检验证书一份及检验费付款通知单。 我们希望你们能早日来信解决这一问题。Situation 16 Complaints and Claims Translation of the letters Letter 3 感谢你方对123号订单货物的迅速发货。但很遗憾，10号箱内的货物并不是我们所订购的。我们猜想，一定是什么地方出了问题，这个箱子应该是另一个订单的。 由于我们必须把这些产品发送给我们的顾客，因此我们必须要求你方立即给我们发送正确的货物。随函附上10号箱内货物清单以及你方发票复印件以供你方核对。我方会替你方保存上述货箱并请告知你们希望如何处理它。 希望

102、能早日收到你们的回复。Situation 16 Complaints and Claims 回信：Dear Sir,We have received the Porcelains under Order No. 123. Your prompt delivery is much appreciated.However, when we unpack the goods, we find that the porcelains in Case No.3 are completely broken and thus are unsalable.After investigation, we fin

103、d the breakage is due to improper packing, and you should be responsible for the loss we suffer from it. Therefore, we would like to register a claim with you for USD 3000 as well as the inspection fee. We now enclose the inspection certificate and the debit note for your reference and expect an ear

104、ly settlement to this matter.Yours sincerely, Keys to Try Your Hand :Situation 16 Complaints and Claims Keys:I. Fill in the blanks with proper propositions. 1. in 2. with/against/on 3. to 4. into 5. in 6. to 7. from 8. about 9. in/under 10. fromSituation 16 Complaints and Claims Keys:II. Make the be

105、st choice. 1. D 2. C 3. C 4. B 5. A 6. D. 7. B 8. A 9. B 10. BSituation 16 Complaints and Claims Keys:III. Translate the following sentences into English1. We would like to inform you with regret that the goods we received didnt confirm to the sample you provided.2. The breakage is obviously caused

106、by inferior packing.3. We have to lodge a claim with you for the shortage of 5 tons.4. Your goods arrived badly damaged and are totally unsalable.5. We regret that we have to send back the goods. We would be much obliged if you could dispatch the right goods for replacement as soon as possible.6. Referring to the inferior quality of your products, we propose that you compensate us $15,000 for our loss.7. If you dont accept our proposal, we have to submit it to arbitration.8. We hope that this accident wont detriment our future cooperation.谢 谢 观 赏