商务英语写作第四章
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Chapter 4 Complaints and Claims
Rules for Writing Complaints and Claims
Begin directly. Tell what is wrong. Identify the situation (invoice number, product information, etc.) in the text. Describe the story in a clear and organized way. Present enough facts to permit a decision. Name specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply. End positively—friendly but firm.
外语教学与研究出版社
ex S.S. “Kunlun”
意为“由‘昆仑’号轮船装运”。 ex表示由······船装运S.S. 为steamship的 缩写。
外语教学与研究出版社
claim
to lodge / file / enter / make / raise a claim against / with sb. on a certain shipment for a certain reason for amount of money 对某批发货由于某种 理由向某人提出索赔金额
外语教学与研究出版社
Claim (cont.)
e.g.
Buyers have lodged a claim on this shipment for （RMB） 10,500 Yuan for ） short weight. 由于重量不足， 由于重量不足，买方对这批货索赔人民币 10,500元。 元 We have already raised a claim against the insurance company for $3,100 for damage in transit. 因货物运输中受损， 因货物运输中受损，我们已向保险公司提出要 求赔偿3,100美元。 美元。 求赔偿 美元
外语教学与研究出版社
Patterns and Substitutions
The quality of the goods shipped against our order No. 9823 has been found not in conformity with the agreed specification.
外语教学与研究出版社
Patterns and Substitutions
4. We have examined the goods duly received and found the packing was soaked. half the goods were broken (torn, beyond repair, unusable) Cases No. 3 & No. 6 are broken with their contents badly damaged. 35 pieces were missing, the rest unfit for use.
外语教学与研究出版社
Sample
Dear Sir, We regret very much to inform you that 78 of the 2,000 sets of sewing-machines (XL2600) received were badly damaged upon their arrival. According to the inspection report, the damage was caused by your improper packing. We are compelled, therefore, to send you the goods for your replacement and to make a claim for (RMB) 4,500 yuan for the loss.
外语教学与研究出版社
外语教学与研究出版社
Patterns and Substitutions
6. After inspection, we found that your shipment of our order No.123 was short in weight. there is a shortage of 535 Kg, though the packing remains intact. Case No. 32 only contains 25 toy cars instead of 55 on the packing list.
我们不得不通知你方，上月我们所订购 的DVD机尚未到货，亦未收到你方关于 发货的任何消息。
外语教学与研究出版社
Patterns and Sຫໍສະໝຸດ Baidubstitutions
8. In view of this, we have no other choice but to return the faulty sets to you and must ask you to replace them.
外语教学与研究出版社
Patterns and Substitutions
7. We have to inform you that the DVD sets we ordered from you last month have not arrived here, nor have we heard anything from you concerning the shipment.
外语教学与研究出版社
Practice 假设你公司从 Brother Industries, Ltd.公司购买了 公司购买了2,000台XL-2600 型 公司购买了 台 缝纫机。货到后发现其中78台严重 缝纫机。货到后发现其中 台严重 损坏， 损坏，检验报告表明该破损是由包装 不当所致。 不当所致。现写信给卖方要求对方换 并补偿人民币4,500元。 货，并补偿人民币 元
外语教学与研究出版社
Patterns and Substitutions
5. We very much regret to point out that a shortage in weight of 430 pounds was noticed when the food arrived.
我们遗憾地指出，食物 到达时发现短重430磅。
鉴于这种情况，我们只好将有缺陷的 几套退回，请务必予以调换。
外语教学与研究出版社
Patterns and Substitutions
9. Under these circumstances, we have to return the goods to you at your expenses. request you to dispatch a duplicate shipment within one month. are sending you a list of the inferior goods for your replacement.
我们发现，根据我方第9823号订单运 来的货物质量与议定规格不符。
外语教学与研究出版社
Patterns and Substitutions
2. On comparing the goods received, we were surprised to find that they are not the same as your sample. are not up to the sample we received from you. do not agree with the original patterns. have not turned out to our satisfaction.
外语教学与研究出版社
Patterns and Substitutions
3. Upon examination, we found that several bales were seriously damaged owing to negligent packing. 16 boxes were split open. you have sent us a substitute article instead of what we ordered.
外语教学与研究出版社
Patterns and Substitutions
10. It is clear, however, that we are entitled to some compensation, and we should be glad to hear of the allowance you prepare to make to meet the case.
然而，我公司享有要求赔偿的权利，我们 希望了解你方准备给予的补偿金额，以解 决此事。
外语教学与研究出版社
Patterns and Substitutions
11. We are compelled, therefore, to lodge claims on the shipment ex S.S. “Kunlun” as follows: make a claim against you for USD 70,000. request you to make up for the loss of USD 234,152 we sustained (suffered).
Rules for Writing Complaints and Claims
Begin directly. Tell what is wrong. Identify the situation (invoice number, product information, etc.) in the text. Describe the story in a clear and organized way. Present enough facts to permit a decision. Name specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply. End positively—friendly but firm.
外语教学与研究出版社
ex S.S. “Kunlun”
意为“由‘昆仑’号轮船装运”。 ex表示由······船装运S.S. 为steamship的 缩写。
外语教学与研究出版社
claim
to lodge / file / enter / make / raise a claim against / with sb. on a certain shipment for a certain reason for amount of money 对某批发货由于某种 理由向某人提出索赔金额
外语教学与研究出版社
Claim (cont.)
e.g.
Buyers have lodged a claim on this shipment for （RMB） 10,500 Yuan for ） short weight. 由于重量不足， 由于重量不足，买方对这批货索赔人民币 10,500元。 元 We have already raised a claim against the insurance company for $3,100 for damage in transit. 因货物运输中受损， 因货物运输中受损，我们已向保险公司提出要 求赔偿3,100美元。 美元。 求赔偿 美元
外语教学与研究出版社
Patterns and Substitutions
The quality of the goods shipped against our order No. 9823 has been found not in conformity with the agreed specification.
外语教学与研究出版社
Patterns and Substitutions
4. We have examined the goods duly received and found the packing was soaked. half the goods were broken (torn, beyond repair, unusable) Cases No. 3 & No. 6 are broken with their contents badly damaged. 35 pieces were missing, the rest unfit for use.
外语教学与研究出版社
Sample
Dear Sir, We regret very much to inform you that 78 of the 2,000 sets of sewing-machines (XL2600) received were badly damaged upon their arrival. According to the inspection report, the damage was caused by your improper packing. We are compelled, therefore, to send you the goods for your replacement and to make a claim for (RMB) 4,500 yuan for the loss.
外语教学与研究出版社
外语教学与研究出版社
Patterns and Substitutions
6. After inspection, we found that your shipment of our order No.123 was short in weight. there is a shortage of 535 Kg, though the packing remains intact. Case No. 32 only contains 25 toy cars instead of 55 on the packing list.
我们不得不通知你方，上月我们所订购 的DVD机尚未到货，亦未收到你方关于 发货的任何消息。
外语教学与研究出版社
Patterns and Sຫໍສະໝຸດ Baidubstitutions
8. In view of this, we have no other choice but to return the faulty sets to you and must ask you to replace them.
外语教学与研究出版社
Patterns and Substitutions
7. We have to inform you that the DVD sets we ordered from you last month have not arrived here, nor have we heard anything from you concerning the shipment.
外语教学与研究出版社
Practice 假设你公司从 Brother Industries, Ltd.公司购买了 公司购买了2,000台XL-2600 型 公司购买了 台 缝纫机。货到后发现其中78台严重 缝纫机。货到后发现其中 台严重 损坏， 损坏，检验报告表明该破损是由包装 不当所致。 不当所致。现写信给卖方要求对方换 并补偿人民币4,500元。 货，并补偿人民币 元
外语教学与研究出版社
Patterns and Substitutions
5. We very much regret to point out that a shortage in weight of 430 pounds was noticed when the food arrived.
我们遗憾地指出，食物 到达时发现短重430磅。
鉴于这种情况，我们只好将有缺陷的 几套退回，请务必予以调换。
外语教学与研究出版社
Patterns and Substitutions
9. Under these circumstances, we have to return the goods to you at your expenses. request you to dispatch a duplicate shipment within one month. are sending you a list of the inferior goods for your replacement.
我们发现，根据我方第9823号订单运 来的货物质量与议定规格不符。
外语教学与研究出版社
Patterns and Substitutions
2. On comparing the goods received, we were surprised to find that they are not the same as your sample. are not up to the sample we received from you. do not agree with the original patterns. have not turned out to our satisfaction.
外语教学与研究出版社
Patterns and Substitutions
3. Upon examination, we found that several bales were seriously damaged owing to negligent packing. 16 boxes were split open. you have sent us a substitute article instead of what we ordered.
外语教学与研究出版社
Patterns and Substitutions
10. It is clear, however, that we are entitled to some compensation, and we should be glad to hear of the allowance you prepare to make to meet the case.
然而，我公司享有要求赔偿的权利，我们 希望了解你方准备给予的补偿金额，以解 决此事。
外语教学与研究出版社
Patterns and Substitutions
11. We are compelled, therefore, to lodge claims on the shipment ex S.S. “Kunlun” as follows: make a claim against you for USD 70,000. request you to make up for the loss of USD 234,152 we sustained (suffered).