商务英语函电 (13)教材

Unit13ComplaintsandClaims《商务英语函电》《商务英语函电》Unit13ComplaintsandClaimsContentKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTraining

SummaryofProjectKnowthewritingcontentsandmethodsofcomplaintandclaimlettersMasterthelanguagefeaturesofcomplaintandclaimlettersKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectKnowledgeObjective《商务英语函电》Unit13ComplaintsandClaimsWritestandardcomplaintandclaimlettersReplytothecomplaintandclaimlettersKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectSkillObjectiveUsewrittenlanguageproperlyandprecisely《商务英语函电》Unit13ComplaintsandClaimsIntheinternationaltrade,itisinevitablethatsomemistakesmayoccurwhichresultincomplaints.Inthemostcases,complaintsarisefromthefollowingcauses,includingpoorpacking,inferiorquality,wrongquantity,shortweight,shipmentdelay,orthewrong-sentgoods.Poorpackingmeansthegoodsaretotallyorpartialdamagedduetotheimproperpacking.Inferiorqualitymeansthereisdiscrepancybetweenthesamplesandthegoodssentwhicharenotuptothestandard.Wrongquantitymeansnotenoughgoodsweresent,perhapstoomany.Shortweightisoftencausedbypackingdamageorshortloading.Sometimes,seller’snegligenceorforcemajeuremayresultinshipmentdelay.Thatthearticlesarenotinlinewiththosestipulatedinthecontractisknowasthewrong-sentgoods.Ifacomplainthasbeenmadebyabuyer,thesellershouldinvestigatetheissueindetailandfindtheresponsibleparty.Whenwritingacomplaintletter,thesepointsshouldbeincluded:(1)Beginbyregrettingacomplaint;(2)Mentionthedateoftheorder,thedateofthedeliveryandthegoodscomplainedabout;(3)Statethedissatisfieddetailsandaskforanexplanation;(4)Refertotheinconvenienceorlosscaused;KnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectWarmUp《商务英语函电》Unit13ComplaintsandClaims(5)Suggestthesolutionofthecomplaint.Iftheresultoftheinvestigationshowsthatthecomplaintisjustified,andtheproblemiscausedbythenegligenceoftheseller,thenthesellershouldbeartheresponsibilitybravelyandcompensatethebuyer’sloss.Ontheotherhand,ifthecomplaintisnotjustified,thesellermaypointitoutpolitelyandrejecttheclaim.Foranother,ifboththebuyerandsellercannotreachanagreementontheissue,thenthecasecanbesubjectedtoarbitration.Whendealingwithaclaim,therearefourusualapproachesofcompensationintheinternationaltrade.(1)Agreetorejectthegoods,refundtothebuyerthevaluesoftherejectedgoodsandbearalllosses;(2)Devaluethegoodsaccordingtothedegreeofinferiority,extendofdamageandamountoflosses;(3)Replacethedefectivegoodswithnewoneswhichconformtothespecification,qualityandperformanceasstipulatedinsalescontract,andbearallexpensedsufferedbythebuyer;(4)Compensatingincash.KnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectWarmUp《商务英语函电》Unit13ComplaintsandClaimsSituation:AGermanbusinessmanordered2,000FIYTAquartzclocksbasedonthetermsofCIFfromaChinesecompanyattheGuangzhouTradeFair.Yourepresentashippingcompanyandyourcompanytookchargeoftheshipment.However,whenthegoodsarrived,theGermanbusinessmanclaimedthatapproximately1,000clockswerebrokenduetotheroughhandlingandimpropershipment.Nowpleasefindapartnerandmakeadialoguebasedonthesituationabove.KnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectBusinessSituationalDesignTask:(1)SupposeoneistheGermanbusinessman,youlodgeacomplainttotheshippingcompanyforthedamagedquartzclocksandaskforthecompensation.(2)Supposetheotheroneistherepresentativeoftheshippingcompany,youacceptthecomplaintafterthedetailedinvestigationandsuggestoffer10%discountonthefreightontheconditionofanother5shipmentcontracts.《商务英语函电》Unit13ComplaintsandClaims1．AcomplaintletterSampleJanuary12,2012DearMrEvans,WearemuchobligedtoyouforthepromptexecutionoftheorderNo.6342.EverythingappearstobecorrectandingoodconditionexceptincaseNo.17.Unfortunately,whenweopenedthiscasewefounditcontainedcompletelydifferentarticles,andwecanonlypresumethatamistakewasmadeandthecontentsofthiscasewereforanotherorder.Sinceweneedthearticlesweorderedtocompletedeliveriestoournewcustomers,orlargelossmayoccurredtous.Therefore,wemustaskyoutoarrangeforthedispatchofreplacementsatonce.Inthemeantimeweareholdingtheabovementionedcaseatyourdisposal;pleaseletusknowwhatyouwishustodowithit.Yourssincerely,SallyMcBrideKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectSpecimenLetters《商务英语函电》Unit13ComplaintsandClaims2．ReplyacceptingthecompliantSampleJanuary17,2012DearMsMcBride,ThankyouforyourletterofJanuary12informingusthattheconsignmentwasdeliveredpromptly.WeappreciateyourstraightforwardnessinpointingoutthatcaseNo.17didnotcontainthegoodsyouordered.Ongoingintothematterwefindthatamistakeweindeedmadeinthepackingwasattributedtoaconfusionofnumbers,andwehavearrangedfortherightgoodstobedispatchedtoyouatonce.Weweresorryforthetroublecausebytheerrorandwishtoassureyouthatcarewillbetakenintheexecutionofyourfutureorder.Yourssincerely,BenEvansKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectSpecimenLetters《商务英语函电》Unit13ComplaintsandClaims3．AclaimletterSampleNovember21,2011DearMsTeal,AftertheinspectionofthemachinesundertheorderNo.JT-1ofNovember10th,wearesorrytoexpressoursurpriseanddissatisfactiontothegoods.Themachineswithpoorworkmanshipdon’tmatchtothesamples,andsomeofthemevenhaveafewtraceofrustwhichconfuseusthatthewronggoodsmusthavebeensent.Obviously,thesentmachineshardlysatisfytheneedsofourcustomers.Consideringmuchtimespentonthereplacement,wehavenochoicebutreducethepricemuchlowerthanthemarketpricewhichgreatlyeliminatesourprofit.Wehavenowishtoembarrassyouinthetransaction.However,forreasonsmentionedabove,wecannothelplodgingaclaimagainstyouforthelossaccordingtotheclausesstipulatedinthecontract.Wearelookingforwardtoyoursolution.Yourssincerely,HenryWhiteKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectSpecimenLetters《商务英语函电》Unit13ComplaintsandClaims4．ReplyrejectingtheclaimSampleKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectSpecimenLettersDecember4,2011DearMrWhite,WewishtorefertoyourletterofNovember21,inwhichyoumadeaclaimonourgoodsunderorderNo.JT-1.Afterfurtherconsultationwiththemanufacturersofthegoods,weregrettosaythatweareunabletocometoanypositiveresultwhichwouldhelpclearthesituation.Ourmanufacturersareoftheopinionthatbyafewtraceofrustnoharmcouldbedonetothosemachines.Theyarenotpreciseinstrumentsafterall.Ourmanufacturersthereforecometotheconclusionthatthereisnovalidgroundforcomplaintsolongassuchadefectdoesnotintheleastaffecttheuseofthegoods.Inconsequence,weconsideritdifficulttofileaclaimagainstthemanufacturers.Wehopethiswillnotaffectourpleasantrelations.Welookforwardtohavingyourearlyreply.Yourssincerely,JeanTeal《商务英语函电》Unit13ComplaintsandClaims1．complaintn.不满，抱怨，申诉lodgeacomplaintagainstsb.对某人提出申诉，控告某人如：Anycomplaintaboutthequalityoftheproductsshouldbelodgedwithin15daysafterthearrival.任何有关该产品质量方面的申诉应在货物到达后15天内提出。complainv.表示不满，抱怨，申诉complainabout/on对……表示不满，抱怨，申诉如：Ourend-usersarecomplainingabouttheinferiorqualityagainstus.我方用户正就低劣品质向我方提出申诉。KnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectNotes2．ingoodcondition状况良好如：Thegoodsarrivedingoodcondition.货物抵达时状况良好。《商务英语函电》Unit13ComplaintsandClaims3．replacementn.换货replacementcost更新成本replacementinvestments更换投资replacementofgoods更换货物如：Weneedareplacementforthewronggoodsdelivered.我们要求对错误发送的货物进行换货。replacev.替换如：Asrequested,weshallreplacethewronggoodsbytherightones.按要求，我们会将错误货物替换为正确货物。4．atone’sdisposal由某人处理如：Wehavestoredthewronggoodsinthewarehouseatyourdisposal.我们已把发送错误的货物储存在仓库里听候你方处理。KnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectNotes《商务英语函电》Unit13ComplaintsandClaims5．consignmentn.运送，运送之货如：Asdesired,weagreetoship500bicyclestoyouonconsignment.根据你方要求，我们同意发运500辆自行车到你处寄售。6．attributev.认为attributeto归因于如：Theincreasedsalesisattributedtothelaunchofthenewproducts.销售额的增长归功于新产品的上市。KnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectNotes7．matchv.（颜色、品质、设计等）相配、相称；比得上如：Thisfirmcannotbematchedforgoodservice.这家公司称不上所谓的优质服务。matchn.相配之物如：Thecapisamatchforthecoat.这顶帽子与外套很搭配。《商务英语函电》Unit13ComplaintsandClaims8．satisfyone’sneeds满足（某人的）需求如：Weensurethatthehighstandardofproductsandservicesweprovidewillsatisfyyourneeds.我们保证本公司提供的高水平产品和服务会满足您的需求。KnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectNotes9．cannothelp不禁，不得不cannothelpdoingsth.不得不做某事如：Wecannothelplodgingaclaimagainstyoufortheloss.我们不得不要求你方赔偿损失。《商务英语函电》Unit13ComplaintsandClaims10．lodgeaclaim提出索赔lodge/fileaclaimagainstsb.forsth.因某事向某人提出索赔如：lodgeaclaimforinferiorquality/shortdelivery/deferredpayment/financialloss由于品质低劣/由于短重/由于延期付款/由于经济损失而提出索赔Weshalllodgeaclaimagainsttheinsurancecompanyforthegoodsdamagedduringtransit.由于货物在运输途中损坏，我们将向保险公司提出索赔。claimv.索赔claimagainstaperson向某人索赔claimfordamage由于损坏而索赔claimonthegoods对该货物提出索赔如：Ourclientclaimanallowanceofatleast50centsperyard.Failingthis,theywillreshipthegoodsbacktous.客户要求每码至少折价50美分，否则他们便会将货物运回我处。claimn.索赔acceptaclaim同意索赔 dismissaclaim驳回索赔rejectaclaim拒绝索赔 settleaclaim解决索赔withdrawaclaim撤回索赔如：Wedecidetowithdrawtheclaimfortheshortdeliveryof125lbs.我们决定撤回短交125磅的索赔。KnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectNotes《商务英语函电》Unit13ComplaintsandClaims11．consultationn.协商consultv.协商consultantn.顾问如：Theproblemoftheproductmustbeconsultedwiththemanufacturer.产品问题还要与制造商协商。KnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectNotes12．novalidgroundfor没有……的正当理由如：Themanufacturersinsistthatthereisnovalidgroundforyourcomplaint.制造商坚称你方没有投诉的正当理由。13．inconsequence因此，结果是如：Thesellershallnotbeheldresponsibleforfailureordelayinshipmentinconsequenceofforcemajeureincidents.卖方不用因不可抗力所造成的付款延迟或延迟交货负责。《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectTradeTermsandTypicalSentences1．Thegoodsarenotuptotheusualstandards.货物不符合普通标准。2．Thislotofgoodsisnotuptothestandardstipulatedinthecontract.We’relodgingaclaimwithyou.货物与合同中规定的标准不符。我方向你方提出索赔。3．Youshippedbulkgoodsnotcorrespondinginqualitywiththesample.你方装运货物的质量与样品不符。4．Sincethelossisnotasmallfigure,wehavetoclaimthisamountofshortage.由于此次损失的数目过大，我方不得不就短缺货物提出索赔。5．Theyattributedthedamagetotheeffectsofdampnessduringthelongseavoyage.他们将货物的损坏归结于长时间海运的潮气所致。Ⅰ．提出投诉或索赔（Lodgeacomplaint/claim）《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectTradeTermsandTypicalSentences6．It’sevidentthatdamagesmusthaveoccurredduringtransit.很明显，损坏发生在运输过程中。7．Thedamagewasduetoroughhandlingbytheshippingcompany.Youshouldmakeaclaimonthemtorecovertheloss.损坏是由于运输公司的不当操作所致。你方应向他们就损失提出索赔。8．Weassumethatdamageoccurredwhiletheconsignmentwasinyourcare.我方认为货物是在你方的操作过程中发生损坏的。Ⅰ．提出投诉或索赔（Lodgeacomplaint/claim）《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectTradeTermsandTypicalSentences1．Thedamagemayhavebeencausedbymanyfactors.损坏可能是由多方面原因造成的。2．Iregrettosaythatwecouldn’tbearyourfilingsuchaclaim.我很遗憾地告知您，我方不能接受贵方的索赔。3．Yourclaimshouldrestwiththeshippingcompany.贵方应向运输公司提出索赔。4．Yourclaimcannotbeacceptedbecauseitwasfiled30daysafterthearrivalofthegoodsatthedestination.由于索赔应在货物抵达目的地30天内提出，所以对贵方索赔不予接受。5．Suchaclaim,withoutproof,cannotbeaccepted.无证据索赔不予接受。6．I’msorrythatwecan’tacceptyourclaim,asthelossisbeyondyourinsurancecoverage.很抱歉，由于贵方的索赔超出保险范围，因此我方不予接受。Ⅱ．拒绝索赔（Rejectaclaim）《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectTradeTermsandTypicalSentences1．Ifwewereatfault,wewouldbeverygladtocompensateforyourlosses.若为我方过错，我们愿对您的损失进行赔付。2．Inviewofourfriendlybusinessrelations,wearepreparedtoacceptyourclaimforthe20kgshortweight.为了我们之间友好的商业关系，我方准备接受你方关于20公斤短重的索赔。3．Wedecidetocompensateyoufor5%ofthetotalvaluebutyoushouldbeartheinspectionfee.我方决定赔付你方总金额的5%，但检验费须由你方承担。4．Aftermakingathoroughinvestigation,wehavedecidedtoacceptyourclaimandtocompensateyouforthesuminvolved.经过全面的调查，我方决定接受你方索赔，赔偿您的全部损失。5．Weagreetoreplacethedefectiveproductsforyou.我们同意替换全部缺陷产品。6．We’llsendyouareplacementrightaway.我方将立刻换货。Ⅲ．接受索赔（Acceptaclaim）《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectⅠ．TranslatethefollowingexpressionsintoChinese.

1．dispatchofreplacement

2．atonce3．deliveredpromptly4．appreciateone’sstraightforwardness5．pointout

6．takecare7．intheexecutionof8．solongas9．inthetransaction10．cometotheconclusion1．发送替换货物2．立即3．及时发货4．欣赏某人的直言5．指出6．照顾7．执行……

8．只要9．在交易中10．得出结论PracticeTraining《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectⅡ．Choosethebestanswer.1．Theyagreethatallthecostsshallbe

bythebuyerafterloadingthegoods.A.bearing B.born C.bear D.borne2．Shortweightisoftencaused

packingdamageorshortloading.A.to B.for C.by D.with3．

commoditieswithflaws,buyerscanlodgeclaimsagainstsellers.Received B.Havingreceived C.Receive D.Receiving4．Thankyouforthetimeandconsiderationyouhave

.switched B.spared C.extended D.expanded5．YourL/CNo.222forUS$1,000issuedbytheCitiBankhas

__.A.arrived B.bearriving C.beenarriving D.thankedPracticeTrainingDCCCA《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectⅡ．Choosethebestanswer.6．We

youforthespecialofferyousendus.A.appreciate B.thank C.begrateful D.beindebted7．Wehavedifficulty

theshipmentbeforeJune.A.toeffect B.tomake C.effect D.effecting8．Takingintoconsiderationourlong-standingbusinessrelationswithyou,weaccept

byD/P.A.payment B.inquiries C.installment D.counter-offer9．Nothingwillever

himfortheinjurieshereceivedintheaccident.A.repay B.reward C.compensate D.pay10．Welodgeaclaim

you

theshort-weight.A.with…with B.for…for C.against…for D.for…withPracticeTrainingBDACC《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectⅢ．Fillintheblankswiththefollowingwords.havenochoice match cannothelpcomplaintlodgeaclaim beattributedembarrassingcompensation1．Wewonderwhetheryoucan

thismaterial.2．Inviewofthefactthatweareincurringunwarrantedexpensesasaresultofyourdefault,weregretthatwe

cancelingthiscontractandreservingtherighttoclaimforthelossessustained.3．Suchbeingthecase,we

buttodiscontinueourbusinesswithyou.4．By

acustomerunnecessarily,youmaygethispaymentnow.Butyoumaylosehisbusinessinthefuture.5．Theyhave

withtheinsurancecompanyforlossinweight.6．Theyholdthatthisincidentcannotbe

merelytocarelessness.7．Youshouldclaim

forthedamagedgoods.8．Thesalesassistantsaretrainedtodealwithcustomer

inafriendlymanner.PracticeTrainingmatchcannothelphavenochoice embarrassinglodgedaclaimbeattributedcompensationcomplaints《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectⅣ．TranslatethefollowingsentencesintoChinese.1．Mostofthecratesareinperfectcondition,butinthethird,alargenumberofbreakageshavebeennoticed.2．Anexaminationrevealedthatthedamagewasduetocarelesshandlingatthedocks.3．Weareverymuchregrettohavekeptyouwaitingforsettlementofyourclaim.4．Allthegoodsaretobeinspectedstrictlybeforetheyarepackedincartons.5．Anyfurtherdelayinsettlingthisclaimwillcertainlyreflectseriouslyonyourcredit.PracticeTraining1．Mostofthecratesareinperfectcondition,butinthethird,alargenumberofbreakageshavebeennoticed.大部分板条箱情况良好，但发现第三号箱损坏严重.2．Anexaminationrevealedthatthedamagewasduetocarelesshandlingatthedocks.检查表明损坏是由码头不当搬运所致。3．Weareverymuchregrettohavekeptyouwaitingforsettlementofyourclaim.使你方长时间等待索赔处理结果，我们深感抱歉。4．Allthegoodsaretobeinspectedstrictlybeforetheyarepackedincartons.所有货物在包装前均经过严格检验。5．Anyfurtherdelayinsettlingthisclaimwillcertainlyreflectseriouslyonyourcredit.在处理该索赔方面的任何延迟，必将严重影响你方信誉。《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectPracticeTrainingⅤ．TranslatethefollowingsentencesintoEnglish.1．所订货物收到，情况良好。2．本应8月底前到达的货物9月15日才到，致使我方交货压力甚大。3．延误现象一再发生会使客户转向他处，要求今后一定如期交货。4．感谢来函，对交货延误深表歉意。5．已调查此事，系日常工作疏忽所致。1．所订货物收到，情况良好。Thegoodsorderedhavebeenarrivedingoodcondition.2．本应8月底前到达的货物9月15日才到，致使我方交货压力甚大。SincethearticlessubjectedtotheirarrivingherebytheendofAugustreachedusonSeptember15th,wehavebeenhardpressedtomeetourcommitmentstoourowncustomers.3．延误现象一再发生会使客户转向他处，要求今后一定如期交货。Arecurrenceoftheshipmentdelaycouldwellresultinourcustomersplacingorderselsewheresothatweinsistthatyouobservedeliverydeadlinesforfutureorders.4．感谢来函，对交货延误深表歉意。Thankyouforyourletter,andwearesosorryforthedelayedshipment.5．已调查此事，系日常工作疏忽所致。Wehavelookedintotheissue,andhavefoundthatthedelayisduetoaminorfaultyinoneofourroutines.《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectPracticeTrainingⅥ．Finishthefollowingletteraccordingtothemessagegivenbelow.DearSirs,WethankyouforyourletterofMay4,withenclosures,(1)

ontheconsignmentofthechemicalfertilizershippedperS/S“RedStar”.Onexaminationwefoundthatsome50bagshadnotbeenpackedin5-plystrongpaperasstipulatedinthecontract,(2)

.However,(3)

.Wereallycannotaccountforthereasonofyourcomplaintinregardtoquality.ButsincethechemicalfertilizerwasexaminedbyapublicsurveyoruponarrivalatShanghaiand(4)

,wecannotbutacceptyourclaimsastendered.WethereforeencloseourcheckNo.1485forUSD20,073,000infullandfinalsettlementofyourclaimsPBC-51and52.Kindlyacknowledgereceiptatyourconvenience.(5)

,andwilltakeallpossiblestepstoensurethatsuchamistakeisnotmadeagain.Yoursfaithfully,（1）对短重和劣质要求索赔（2）导致运输过程中破损（3）货物品质符合标准（4）鉴于我们长期的商务关系（5）对于给您带来的不便，我们真诚致歉claimingforshortageinweightandinferiorqualityresultinginbreakageduringtransitthequalityoftheconsignmentwasuptostandardinviewofourlong-standingbusinessrelationsWeapologizesincerelyforthetroublecausedtoyou《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectSkillTrainingSituation:WannengElectronicsImport&ExportCompanysellswaterheaterstoabusinesspersonfromHolland.Heordered2,000setsofthewaterheaters.Whenthegoodsarrived,herefusedtoacceptthemandmakethepayment.Thereasonwasthat200waterheaterswereheavilydamaged.Task:1．SupposeyouarethebusinesspersonfromHolland,pleasewriteaclaimletterfortheproblemmentionedabove.Youmayaskforthereplacementofthedamagedgoodsbyshowingthecopyofthesurveyreportbytherelatedauthority.2．OnbehalfofWannengElectronicsImport&ExportCompany,aftertheresearch,youreplytoaccepttheclaimandagreetoreplacethedamagedgoodsatonceandshowthesincereapologytothebusinessperson.Ⅰ．Situationalwriting

《商务英语函电》Unit13ComplaintsandClaimsKnowledgeObjectiveSkillObjectiveWarmUpBusinessSituationalDesignSpecimenLettersNotesTradeTermsandTypicalSentencesPracticeTrainingSkillTrainingSummaryofProjectSkillTrainingDearSirs,WehavereceivedyourshipmentcoveringourorderNo.1121for2,000unitsofelectricwaterheater,whichyoushippedbyM/S“President”,butmuchtoourregretwehavetoinformyouthatwehavefoundthatoneofthecasesofyourconsignmentisinabadlydamagedcondition.Amongthegoods,thepanelsof200heaterswerebrokenandthemechanismswereexposed.Itlooksasifsomeheavycargohadfallenonit.Asyouseeinoursurveyreportstating200setsofwaterheatersseverelydamaged,thesegoodsarequiteunsaleable.Thereforewewouldaskyoutoshipreplacementsforthebrokengoodsassoonaspossiblewhilewewillregisterourclaimwiththeinsurancecompany.Wehopethematterwillcometoyourbestattention.