商务英语函电 第二版 课件 Unit 10 Complaints Adjustment

UnitTenComplaints&Adjustment

PartOne:TeachingAims&Requirements

1.Helpstudentstolearnandmasterkeywords,phrasesandsentencepatternsaboutcomplaintsandadjustment.2.Helpstudentstolearnsomeadditionalsentencepatternsaboutcompliantsandadjustment.3.Helpstudentstograspthewaysofwritingcomplaintsandrepliestocomplaints.PartTwo:BackgroundKnowledgeIninternationalbusiness,claimsdonothappenineverytransactionbutoftenoccur.Sometimeswhenthelossisnotserious,thepartysufferingthelossmaynotlodgeaclaimforcompensation.Instead,hewritesacomplainttocalltheotherparty’sattentiontoavoidingthismatterhappeningagain.I.Thetypesofcomplaints1.Thegenuinecomplaint,whicharisesfromoneofthefollowingsituations:1).Thewronggoodsmayhavebeensent.2).Thequalitymaynotbesatisfactory.3).Thegoodsmayhavebeendelivereddamagedorlate.4).Thepriceschargedmaybeexcessive,ornotasagreed.

2.Themarketcomplaint,whicharisesfromsomecomplaintsthatarenotbasedonrealreasonablecausesbutfromevilintentions.1).Thebuyerfindsfaultwiththegoodsasanexcusetoescapefromtheircontractobligations.2).Thebuyerdoesn’twantthegoodsanylongerbecausehehasfoundthathecangetthematcheaperpricesorbecausethemarketconditionofthesegoodsisdecliningathisend.Ⅱ.

Tipsforwritingacomplaintletter1.Whenwewriteacomplaintorclaim,thefollowingstepsmustbeobserved:1).Tellingthefactswhichcausedthecomplaint.2).Citingthefactsreasonably,notbeingswayedbyemotions.3).Thedescriptionoffactsshouldbeconcrete,suchasquotingthefilenumber,thedateofdelivery,thegoodsconcernedetc.4).Analyzinganypossibleimpacts.5).Suggestingawaytosettletheissue.6).Hopingforanearlysolutionoftheproblem.

2.Whenwewriteareplytothecomplaintorclaim,followtheunder-mentionedguidelines:

1).Confirmingreceiptofthecomplaintorclaimandgiveitananswerasquicklyaspossiblenomatterwhetherthereisatimelimitornot.2).Expressingthankstotheoppositeparty’sattentiontothematter.3).Showingregretforwhathashappenedandsincerewishforresolvingtheproblem.4).Promisingtolookintothemattercarefully.5).Whenacceptingtheoppositeparty’sdemand,putforwardtheprincipleforsettlingtheproblem;whennotaccepting,explanationshouldbemadeintheletter.6).Showingenthusiasmtocontinuethebusinessrelationswiththeoppositepartyandwishingforfurtherco-operation.PartThree:SampleLetters(1)StudyUsefulWords&Phrases1.oblige(v.)a)force；compelWearesorrytonotethatyouhavebeenobligedtocloseoneofyourbranches，andtrustthatthisisonlyatemporarysetback．我方遗憾地注意到，贵方不得已关闭了一家分公司，希望这不过是暂时的挫折。Others,notablytheNetherlandsandSwitzerland,obligeindividualstobuyinsurance.其他国家强制个人购买保险，主要包括荷兰和瑞士。b)todosth.forsb．asafavourYouwouldgreatlyobligeusbyobtainingforusinformationastothepresentfinancialpositionofthefirmnamedontheattachedslip.如有幸由贵处得知附件中所提及的公司目前的财政情况，本公司将不甚感激。Kindlyobligeusbyrealizingthesameasadvantageouslyaspossible.请以尽可能有利的价格出售，我们深表谢意。c)todoafavourorservice．Ifyouneedinformation,we'reveryhappytooblige.如果你要具体信息,我们乐意效劳。Obligedadj.appreciativeWeshouldbeobligedifyouwouldtreatthisorderasurgentandarrangeforanimmediatedelivery．若蒙紧急处理本订单并及时交货，将不胜感激。Weareobligedtoyouforsendingusleafletsshowingvarioustypesofcarpetsthatyouhaveinproductionatthemoment．请寄来资料，注明贵方目前生产的各种地毯之型号。2.regret(v.t.)beorfeelsorryforWeregrettohavetotellyouthatCaseNo.20containsonly10piecesofArt.No.424-Einsteadof12pieces.很抱歉，我们不得不通知贵方，第20号货箱仅装有424-E货品10件，而不是12件。Ourrequirementsarenowfullycoveredforsometimetocome,andwethereforegreatlyregretthatwehavetocancelourorderwithyou.很抱歉由于我司在今后一段时间内，所有货物品已完全够用，因此，不得不取消此次订货，敬请谅解。regret(n.)painorsorrowonaccountofsomethingpast，withawishthatithadbeendifferentWearepleasedtoinformyouthatL/CNo.C-12hasjustarrived.However，wefindwithregret(OrMuchtoourregret,wefind)thatcertainpointsthereinarenotinconformitywiththetermsandconditionsoriginallyagreedupon．很高兴通知贵方，第C-12号信用证收悉。然而，我们遗憾地发现，信用证中有些地方与我们事先商妥的意见不相一致。3.shorta.短缺的

shortdeliveryn.短交；缺交

shortshipmentn.短装；装载不足

short-calculatedadj.少算的

short-deliveredadj.短交；缺交

short-establishedadj.少开

short-invoicedadj.发票少开

short-landedadj.短卸

short-openedadj.少开

short-paidadj.少付

short-shippedadj.短装

Aftertookdeliveryofthegoods,wefindashortdeliveryof130lbsinweight.提货后发现货物短交一百三十磅。Ourcommissiononthisorderisshort-calculated.

本次订货的佣金少算了。

Theshort-deliveredgoodsyouallegedmighthaveoccurredduringtransit,andthatisamatteroverwhichwecannotexercisecontrol.你方提出的货物短交问题，可能发生在运输途中，而这是我方无法控制的。EnclosedisourCreditNoteNo.818fortheshort-paidamountof$315.随函附上我方第818号贷方通知是我方少付的三百一十五美元。4.claimn.&v.demandforsomethingasrightfulordue索赔claimfordamage(poorpacking)因破损（包装不良）提出索赔

claimacompensationoftheshipmentfromsomebodyforsomethingclaimon/againstsomebody向…提出索赔

tolodgeaclaimagainstsomebodyforshort-weightonsomething因货物短重而向…提出索赔

acceptaclaim接受索赔

settleaclaim解决索赔

entertainaclaim受理索赔

admitaclaim同意索赔

dismissaclaim驳回索赔

rejectaclaim拒绝索赔

relinquishaclaim撤回索赔

waiveaclaim放弃索赔

withdrawaclaim撤回索赔

claimonaccountofdamage因损坏而索赔

claimfordamage由于损坏而索赔

claimforfinancialloss要求经济损失的诉权

claimforinferiorquality因质量低劣而索赔

claimforpayment要求付款的诉权

claimforproceeds要求赔偿货款

claimforshortdelivery因短装而索赔

BuyershavelodgedaclaimonthisshipmentforRMB￥1,300forshortweight.

因短重买方对这批货物提出人民币一千三百元的索赔。Weshalllodgeaclaimforallthelossesincurredasaconsequenceofyourfailuretoshipourorderintime.

由于你方未能按时交货，我方将向你方提出由此而遭受的全部损失的索赔。

5.assurancen.freedomfromdoubtsorabindingcommitment保证；把握；承诺

assurev.使确信；使放心

assuredadj.确定的；有保证的；感到放心的

assuresb.ofsth.向…保证一定

assuresb.that向…保证

assureoneselfofsth.弄清楚某事

Youmayrestassuredthat对…你尽可放心

Thebuyerassuredthesellerofhisintentiontoplacelargerorders.

买方向卖方保证有意大量订购。

Weassureyouthatallyourinquirieswillreceiveourpromptattention.

我们保证对来自你方的所有询盘将给予迅速办理。

Youmayhaveourassurancethatwewilldoourbesttoexpediteshipment.

我们答应你方尽全力加速装运。PartThree:SampleLetters(2)StudyofUsefulWords&Phrases1.reject,refuseanddeclineRejectimpliescategoricrefusal:Importedfoodwithoutcorrectlabelswillberejectedtoitsoriginalplace.凡标签不正确的进口食品将一律退回原产地。Refuseusuallyimpliesdeterminationandoftenbrusqueness:YouaremakingussuchachancetoattendtheOpeningCeremonyofChinaEconomyForumthatwecan'trefuseit.贵方邀请我们参加“中国经济论坛”开幕式，我方实难拒绝这样的机会。Todeclineistorefusecourteously:Wecannotbutdeclinehissuggestionthatweestablishajointventureinhishometown.我们不得不婉言谢绝他要我们在他的家乡建立一个合资企业的建议。2.substitutev.替代,取代,suchasin“substituteAforB”用A代B;replacev.替代,取代,suchasin“replaceAwith/byB”用B代A: Pleasesubstitutetheking-sizedbedforthemedium-sizedone/replacethemedium-sizedbedwiththeking-sizedone.请将中号床替换为超大号床3.creditv.&n.ItisaveryactivewordeitherindailyEnglishorinbusinessEnglish.amanofhighcredit极有名望的人creditaccount(=[美]chargeaccount)赊购账creditsales赊购creditnote信用票据letterofcredit信用证creditcard赊购卡,信用卡four“c”sofcredit贷款四“c”原则(即character品格,capacity能力,capital资本及collateral担保)Donotplacetoomuchcreditinhearsay.不可过于相信道听途说。Weboughtthefurnitureoncredit.我们赊购了家具。sixmonths’credit六个月的赊帐期限Hissuccessbringscredittohisfamily.他的成功使全家增光。Onemustgivecreditwhereitisdue.该赞许的就得赞许。Thebankrefusedfurthercreditstothecompany.银行拒绝再贷款给该公司。Nocreditisgivenatthisshop.这家商店概不赊欠。Hiscreditisgoodforonly￡50.他的信用仅限于50镑。Doesthisitemgoamongthecreditsorthedebits?这笔账应记入贷方还是借方?Hisnameappearedinthecredits.他的名字出现在参加人员的名单上。4.Weregrettoinformyouthatoftheparcelofgrasscloth,…Here“oftheparcelofgrasscloth”modifies“fiftypieces”,and“twentypieces”and“theothers”arejusttheconcreteexamplestoshowwhytheyareunsalablerespectively.Therefore,ourtranslationmaygoas“其中有20件……,余下的30件……。”5.Willyoupleaseeithersubstitute4perfectpiecesfortherejectsorcredit5uswith$100theinvoicecostofthelatter.Here$100andtheinvoicecostareappositives.PartThree:SampleLetters(3)StudyofUsefulWords&Phrases1.considerablyadv.toagreatextentordegree极大地；considerableadj.极大的，可观的Thestrengthofthedollariscausingconsiderabledisquietonthestockexchange.美元表现坚挺，在证券交易所引起很大的不安。Thenegotiationswillcallforconsiderabledexterity.进行这些谈判需要相当圆滑的手腕。2.withouthavingexaminedthemWithorwithoutfollowedbyaverb+objectoranoun+pastparticiplestructureisverycommoninbusinessEnglish.Itisunfairtodecid