商务英语函电unit12claimletters课件

1、商务英语函电unit 12 claim lettersReasons for claimsWrong deliveryLate deliveryShort deliveryInferior quality of goodsDamage or loss of goodsClaim adjustmentscompensation for the lossesReplacement of goodsRepairPrice reduction in future dealsRefundPattern of claim letters1. 详尽陈述事实，说明出了什么问题。在这部分里应给出具体的日期、货物

2、的品名、和数量、合同号及任何其他详尽的信息，以便对方进行查询；（Detailed information to explain the problem. This explanation should give dates, name and quantity of goods, contract number or any other specific information that will make a recheck easier for the reader）We have just received.evidencing.(我们刚收到.证明.)We regret having t

3、o inform you that .arrived in.(很遗憾通知你方.到达.)20% of the packages had been broken.(.20%的包装破损.)2. 说明此差错带来的不便或损失，以使你的投诉或索赔更有力；（A statement of the inconvenience or loss that hs resulted from this error. This strengthens your argument）The materials are quite unsuited to.(货物很不适合.)These goods are entirely us

4、eless to us.(这些货物对我们毫无用处.)This has caused us much inconvenience.(这给我们带来了很大不便)3. 说明希望对方如何解决问题。如何不知道那种解决方式为宜，可敦促对方采取必要的行动。（A statement of how you wish the reader to act. The writer who doesnt know what adjustment is proper should try to stimulate prompt investigation and action）We wish to get your ear

5、ly reply.(希望收到你方早日答复)We look forward to your settlement at an early date.(盼早日收到你方解决办法)Pattern of granting claims1. 对给对方带来不便表示歉意；（Regret for the inconvenience caused to the reader） - We wish to express our deepest regret over the unfortunate incident.(对这个不幸事件我们希望表达我们深深的遗憾.) -We are extremely sorry fo

6、r the late delivery of.(我们为迟交.感到非常遗憾) - We regret the inconvenience you have experienced.(我们对你方经历的不便表示遗憾.)2. 解释问题出现的原因并表示同意索赔；（Explaining the reasons of the problem and expressing the wish to grant the claim）It happened that.(事情是.)Another thorough check-up reveals that.(再次彻底检查发现.)The wrong pieces ma

7、y be returned.(发错的货可以退回.)We are prepared to make you a reasonable compensation.(我们准备给你方合理的赔偿)3. 表示希望继续与对方的合作关系。（Wishing to cooperate with the reader again）We hope this will not affect our friendly relationship.(我们希望这不会影响我们的友好关系)We wish to be able to serve you in future businesses.(我们希望能够在将来的生意上为你方提供

8、服务)In view of the .(鉴于我们之间的友好关系.)Pattern of refusing claims1. 对给对方带来不便表示歉意；（Regret for the inconvenience caused to the reader）We wish to express our deepest regret over the unfortunate incident.(对这个不幸事件我们希望表达我们深深的遗憾.)We regret the inconvenience you have experienced.(我们对你方经历的不便表示遗憾.)2. 解释问题出现的原因并表明自己

9、的立场；(Explaining the reasons for the problem and making clear your position)After a check-up we found that.(检查后我们发现.)The shipment you complained.(你方抱怨的货物.)We are of the opinion that.(我们的意见是.)3. 直接拒绝或建议可能的解决办法；We regret being unable to accept your suggestion to.(很遗憾不能接受你方.的建议)We can not but.(我们只能.)4.

10、希望表示希望继续与对方的合作关系。（Wishing to cooperate with the reader again）We hope this will not affect our friendly relationship.(我们希望这不会影响我们的友好关系)We wish to be able to serve you in future businesses.(我们希望能够在将来的生意上为你方提供服务)In view of the .(鉴于我们之间的友好关系.)Sample letter 1: Complaint on defective goods Dear Mr. Smith:

11、 We have recently received a number of complaints from customers about your clocks. The clocks are clearly not giving satisfaction and in some cases we have had to refund the purchase price.（说明自己的实际情况） The clocks complained about are part of the batch of five hundred supplied to our order No 908 of

12、April 2. This order was placed on the basis of a sample clock left by your representative. We have ourselves compared the performance of this sample with that of a number of the clocks complained about and there is little doubt that many of them do not tell the right time.（详细解释状况） The complaints rec

13、eived relate only to clocks from the batch referred to. Clocks supplied before these have always been satisfactory. We are therefore writing to ask you to accept return of the unsold balance, amounting to 503 clocks in all, and to replace them by clocks of the quality our earlier dealings with you h

14、ave led us to expect.（具体索赔要求） Sincerely, Sample letter 2: Buyer lodging a claim for inferior qualityDear Sirs: Our order No.098 of 9 March for plastics has now been delivered. We have examined the shipment carefully and, to our great disappointment, find that they are not of the quality we ordered.T

15、he materials do not match the samples you sent us. The quality of some of them is so poor that we feel that a mistake has been made in making up the order. The goods do not match the requirements of our company. We have, therefore, no choice but to ask you to take the materials back and replace them

16、 with materials of the quality we ordered.We are very keen to resolve this matter amicably. If you can replace the materials, we are prepared to allow the agreed delivery time to run from the date you confirm that you can supply the correct materials. We look forward to your early reply. Yours since

17、rely,Sample letter 3: Seller agrees to replace the goodsDear Your letter of July 12 has been received, and we were very sorry to hear about the problem you experienced with our Color TV sets.We maintain rigid inspection standards, but occasionally an imperfection does slip by, as it unfortunately di

18、d in the case of your Color TV sets. We have entered a replacement order to be shipped to you at once. Your satisfaction is extremely important to us and we apologize for the inconvenience you have been caused. Thank you for purchasing our products.SincerelySample letter 4: Seller declining a replac

19、ement request Dear , Thank you for your letter of 20 May.（感谢对方的来信）We agree with you that our shoes should last longer than one month. If they do not, we like to know the reason why.（对货物进行评价） We have carefully examined the pair you returned to us. Our production manager reports that the shoes have be

20、en thoroughly soaked and then dried by heat. Even the best quality shoes will not withstand this treatment.（陈述事情发生的原因） For this reason, we regret that we cannot agree to your request for a replacement pair.（对不能同意换货表示遗憾）Yours sincerely,Useful sentences买方索赔：We regret to inform you that the goods shipp

21、ed per S.S. “peace” arrived in such an unsatisfactory condition that we cannot but lodge a claim against you.我们遗憾地告知你方，由“和平”轮运来的货物情况令人十分不满，我们不得不向你提出索赔。We are of the opinion that you did not take these factors into consideration in your inspection.我们认为你方在检验时未考虑这些因素。We have received many complaints fr

22、om the customers concerning the tooth brushes under our Order No. 1176.我们收到了许多客户对你们供应的1176号订单牙刷的投诉。In view of the above, we regret that we have to return the defective goods to you for replacement at your expense.鉴于以上情况，遗憾很我们不得不将次品退回你处调换，费用由你方支付。We regret to inform you that the goods received are no

23、t in accordance with your samples.我们遗憾地告知，我们收到的货物与你方提供的样品不符。We are sorry to say that quality of your shipment for our order No. 758 has been found not in conformity with the agreed specification.很遗憾，你们运来的我方758号订单的货物与双方谈定的规格不符。The buyer has the right to lodge a claim on the defective goods.对于不合格的货物，买

24、方有权提出索赔。The educational instruments we have just received from you are of very poor quality, which is far below the standard that can be sold in this market.我们收到的你方教学仪器质量太差，远低于本地市场可以销售的水平。卖方回复索赔：Thank you for your help and understanding. We truly appreciate your business and look forward to serving

25、you again in the near future. 感谢你们的帮助和理解。我们非常感谢你方的生意并希望在将来再次为您服务。Thank you for bringing this matter to our attention. 感谢你方把此事告诉我方。We are sorry for the confusion and delays and will take effective measures to have your orders filled correctly in the future.我们对混乱和拖延表示遗憾并将采取有效的措施正确执行你方订货。I am sorry to

26、learn about the damage to the fax machine that you purchased from us. 遗憾地得知你方购买的传真机受损。We regret that we sent you a LP-300 instead of the LP-301 Laser Printer that you ordered.很遗憾我们给你方发送的是LP-300而不是你们定的LP-301激光打印机。Thank you for informing us about the damage to our consignment. 感谢你们告知我方货物的损失。We will sh

27、ip the correct items to you immediately at our expense. 我们将立即装运正确的货物，费用由我方承担。We will deliver a replacement to you as soon as possible. 我们会尽快地发给你们换货。We are now sending you a replacement and a refund check for the $45.50 handling expenses.我们现在正寄给你方换货和45.50美元处理费用的退款。Please accept our apologies for this

28、 error. 对错误请接受我们的歉意。Exercises 把下列句子翻译成汉语（Translate the following sentences into English）该商品在运输期间的一切风险全部由卖方负责。最近收到很多客户对你方自行车的申诉。我们希望知道你方的处理意见。收到你方6月12日的投诉信，甚歉。你方就这批货的索赔已经解决。卖方答应按货物发票的全额偿还买方。毫无疑问这是由于野蛮装运造成的。请退回货物，我方给你们更换。我们很失望地发现许多箱子都破了。我们别无选择只能向你方提出索赔。Task You have supplied two cases of shirts to a d

29、ealer in Seattle. He complains that one of the cases contained only 136 shirts instead of 150 invoiced. Write the letter the dealer would send you, supplying imaginary details.Situational writing You work in the Complaint Department of Hill Food Products plc of Unit 5, Wolsey Estate, Hill , Sommerset, TN6 8GV. One day you receive the following letter