外贸英语函电 第5版 课件 Chapter 10　Complaints and Claim

ComplaintsandClaimsChapter102026核心提示

本章主要讲述如何处理客户的投诉和索赔。

业务员要秉承合作共赢的原则，与客户和睦相处；要具备良好的沟通能力和协调能力，一切以客户为中心，站在客户的角度，设身处地为客户着想；要明白客户的需求，并努力满足他们的需求，如不能满足，要耐心地解释原因，并提供合理的解决办法。

对于客户的投诉和索赔要积极与客户沟通，澄清事实，分辨是非，妥善处理。这样才能够达到互利共赢的目的，维持与客户长远的合作关系，推动建设开放型世界经济。LearningAimsBackgroundInformationCaseStudyContentsLearningAims(1)explainthecommoncausesforcomplaintsandclaims;(2)learnhowtomakecomplaintsandclaims;(3)learnhowtoreplytocomplaintsandclaims;(4)understandrulesandproceduresforwritingcomplaintsandclaims;(5)acquaintyourselveswithsomenamesofchemicalproducts.QuestionUnderwhatconditionsshouldcustomersmakeacomplaintoraclaimagainstthesupplier?

(1)Thegenuinecomplaintorclaim,whicharisesfromoneofthefollowingsituations:•Thewronggoodsmayhavebeensent•Thequalitymaynotbesatisfactory•Theshipmentmayhavebeenfounddamaged,shortorlate2kindsofcomplaintsorclaims

beingfrequentlymadebybuyers:(2)Thecomplaintusedasexcuses:RulesforWriting

ComplaintsandClaims1.Beginimmediatelyandclearly.Tellwhatiswrong.2.Identifythesituation(invoicenumber,productinformation,etc.)inthetext.Describethestoryinaclearandorganizedway.3.Presentenoughfactstopermitadecision.4.Namespecificactionstocorrecttheproblemandpolitelymentionstrongtermsifyoufailtogetasatisfactoryreply.5.Endpositively—friendlybutfirm.Theusualstepsof

makingacomplaint(1)Beginbyregrettingtheneedtocomplain.(2)Giveadetailedpresentationoffactstoexplainwhatiswrong.(3)Stateyourreasonsforbeingdissatisfiedandaskforanexplanation.(4)Refertotheinconveniencecaused.(5)Suggesthowthemattershouldbeputright.Howtoreplytocomplaints(1)Expressyourthanksfortheletterreceived.(2)Apologizefortheinconveniencecaused.(3)Indicatewhatstepsyouaretakingtosetthematterright.(4)Expressyourexpectationsforfurthercooperation.Theusualstepsofmakingaclaim(1)Informthereceiverofdetailsrelatedtothegoodstobeclaimed.(2)Makeclearwhatyourclaimis.(3)Requesttheaction:areplacement,repair,refundorcompensation.Howtoreplytoclaims(1)Beginbyexpressingyourregretandpromisetoputthematterright.(2)Statebrieflythereasonforthemishap.(3)Letthereceiverknowwhatactionshavebeentaken.(4)Endyourletterwithassuranceanddesireforfuturedevelopment.case1case2case3case5case4

浙江华达化工有限公司（ZhejiangHuadaChemicalCo.,Ltd.）是一家专门生产并出口过氧化物的跨国公司。公司主要产品为DCP（过氧化二异丙苯），该产品熔点较低，熔化后容易结块，进而会影响后续产品的质量，所以对运输和包装要求很高。日本Kayaku贸易公司（KayakuTradingCo.）是一家专门从事化工品进口的公司，与浙江华达化工有限公司有着长期的业务往来。某日，Kayaku公司客户Kita-Nippon电缆有限公司（Kita-NipponElectricCableCo.,Ltd.）的人员在对华达公司发来的DCP进行检查时发现部分产品有结块现象，于是，Kayaku公司的ColinMeyer先生与华达公司经理张斌联络有关退货及换货事宜。结块现象退货及换货case1keypointUsefulExpressions1.arrivein…condition2．makeacomplaint3．cake4．cakinglump5．askforreplacement6．return…to1.到达时的情况……2.抱怨3.结块4.结成的块状5.要求调换6.把……退回

UsefulExpressions7.takesth.back8.makeaninspection9.makeaninvestigation10.takemeasures11.reefercontainer7.把……收回8.检查，检验9.进行调查10.采取措施11.冷藏箱

UsefulSentences1.WearewritingtocomplainabouttheshipmentofourorderNo.345for…receivedyesterday.2.Weregretverymuchthatitisnecessarytocomplainabout…3.Weregrettoinformyouthatthegoodsforwardedtousareinunsatisfactorystate.4.ReferringtoourorderNo.456,wehavetakendeliveryofthegoodswhicharrivedonS.S.RedStaratNewYork.5.Wehavetakendeliveryof…yousentus,butonexamination,weregrettofindoutthat…wereinaverydamagedcondition.6.ThemerchandiseorderedonSeptemberfifthhasn’tarrivedyet.UsefulSentences7.It’sobviousthatyousentusdefectivearticles.8.Weshallbegladtohaveyourexplanationof…9.Wewillappreciateitifyoucouldlookintothematter,andletusknowyourdisposal.10.Wehavetoaskyoutoreplacethemwithnewones.11.Wouldyoukindlyletusknowifyouwilltakethemback？12.Pleaselookintothematteratonceandtakeurgentmeasurestoensurethatnothinglikethiswillhappeninthesecondandthethirdlots.

Letter1Letter1ComplainingaboutDCPCaking

DearMr.Zhang,WeregrethavingtoinformyouthatDCPcoveredbyourorderNo.2348andshippedperS.S.“Orient”arrivedinunsatisfactorycondition.Aftercarefullyexaminingthegoodsreceived,oneofourimportantclients,Kita-NipponElectricCableLtd.foundthat7packagesofDCPhadbeencaked.Wehavereceivedofficialcomplaintsfromthemandtheyreturnedaround350kgofcakingproductstoourcompany.

Letter1Letter1

Wemadecarefulinspectionsofthemandconfirmedthecakinglumpsinallreturnedproducts.Asthegoodsarequiteunsuitedto

theneedsofourcustomers,wehavenochoicebut

toaskyoutotakethembackandreplacethem.

Inordertopreventthesametroubleinthefuture,mayweaskyoutomakeaninvestigationandtakepropermeasures.Meanwhile,wewouldliketorequestyourshipmentsduringJuneandOctobertobemadebyreefercontainers（nowonlyshipmentsduringJuneandSeptemberaremadebyreefercontainers）.Letter1

Wehighlyappreciateyourcooperationandexpectfurtherdevelopmentofbusinessbetweenus.Bestregards,ColinMeyerNotestoLetterOne1.cakev.结块e.g. Astemperaturesdropped,thewetsnowcaked.随着温度的下降，潮湿的雪结成了块。 Mudcakedonhisshoes.泥土在他的鞋上结成块了。NotestoLetterOne2．inspectionn.检查，检验 customsinspection海关检查，验关 exportinspection出口检验 receivinginspection验收，进料检验e.g. Oncloserinspection,itwasfoundtobefalse.经过更仔细的检查，发现那是假的。NotestoLetterOne3.beunsuited不适合于，不适应 e.g.Wearesorrytoinformyouthatyourclaimagainstusforshortweightisunsuitedfortheinternationalinsuranceclaimstandards.我们很遗憾地告知，贵公司对短重的索赔不适合国际保险索赔标准。NotestoLetterOne4.havenochoicebut别无选择只有…… e.g. Asyoufailedtomakedeliveryintime,wehavenochoicebuttocancelourorderwithyou. 因为贵公司未能及时交货，我们只好取消订单。case2

浙江华达化工有限公司在接到日本Kayaku贸易公司的投诉后即着手调查此事。在向日本Kayaku贸易公司致歉的同时寄去了替代产品。同时答应Kayaku公司提出的在6～10月用冷藏箱装运货物的要求。致歉替代用品用冷藏箱装运货物KeypointsUsefulExpressions1.complainabout2.apologizetosb.forsth.3.arrangefor4.replacement5.dispatch1.投诉，抱怨2.向某人就某事道歉3.安排4.替代货物5.发货UsefulSentences1.Wehavereceivedyouremailof…andregrettohearthat…2.Wehavereceivedyouremailof…complainingabout…3.Weareinreceiptofyouremaildated…andaresorrytonoteyourcomplaintrespecting…wesentyoubyS.S.“Dongfeng”.4.Wehavemadeinvestigationonthematterandfoundthatwedidmakeamistakeinpacking.UsefulSentences5.Ongoingintothematterwefindthat…6.Weapologizeforcausingyouagooddealofinconvenience.7.Wearesorryforthetroublecausedbytheerrorandwishtoassureyouthatcarewillbetakenintheexecutionofyourfurtherorders.8.I’dliketoexplainaboutthedamagedgoods.UsefulSentences9.We’llsendarepresentativetochecktheextentofthedamage.10.Wearearrangingtosendyou…toreplacetheunsoldbalance…11.Wetrustthegoodswillarriveinsuitabletimeandbefoundtoyoursatisfaction.12.Weassureyouthateverypossibleactionwillbetakenbyourmanagementtopreventarepetitionofsameinfutureorders.Letter2Letter2ApologizingforDCPCaking

DearMr.Meyer,WearesorrytolearnfromyouremaildatedApril24,2025complainingaboutthecakingofDCPwesentyoubyS.S.“Orient”.Thankyouforbringingthismattertoourattention.Weshallimmediatelymakeathoroughinvestigationwhich,however,willtakealittletime,andshalladviseyouoftheresultupontheconclusionofourenquiry.Foryourinformation,wearrangedforthereplacementtobedispatchedtoyouuponreceivingyourletterandshalldoeverythingwecantoensurethatnothinglikethatwillhappenagain.

Letter2

AsforyourrequestforshipmentduringJuneandOctoberbyreefercontainers,wehavetakenthismatterup

withLogisticsDepartmentandtheyagreedtoyourproposal.Weapologizeforanyinconveniencewehavecaused.Bestregards,PeterZhang

Letter2NotestoLetterTwo1.complainv.投诉，抱怨complainabout/thatcomplaintosb.ofsth.e.g. Thebuyerscomplainabouttheexcessivemoistureoftheminerals.Thebuyerscomplainthatthemineralscontaintoomuchmoisture.Thebuyerscomplainedtothesellersoftheexcessivemoisturecontainedintheminerals.买方对矿石中含水量过多表示不满。NotestoLetterTwocomplaintn.投诉，抱怨e.g. Wehavereceivedmanycomplaintsaboutyourpoorservice.我们收到了许多对贵公司较差的服务质量的投诉。Wefinditnecessarytomakeacomplaintabouttheimproperpackingofthegoods.我们认为有必要对贵公司货物包装不妥提出投诉。NotestoLetterTwo2.replacev.替换，以……代替（在外贸业务中，常常指把有毛病的货物退回卖方，调换好货）e.g. WewillreplaceBlack-WhitetelevisionreceiversetbycolourTVsetatadifferenceofRMB900perset.我们愿以彩色电视机来调换黑白电视机，每台需补差价人民币900元。replacementn.代替，代替物freereplacement免费调换e.g. Wewillsendareplacementof100setsofcolourTVreceiverforBlack-WhiteTVreceiver.我们将给贵公司发100台彩色电视机来调换黑白电视机。Wewantyourdeliveryofthegoodstobeexacttothesample.Anyreplacementofthegoodswillnotbeaccepted.我们希望贵公司发来的货物与样品完全一致，恕不接受任何替代品。NotestoLetterTwoNotestoLetterTwo3.takeupsth.withsb.,takesth.upwithsb.向某人提出某事e.g. YoushouldtakeupthematterwiththeInsuranceCompanyandlodgeyourclaimwiththem,asyouhaveinsuredthegoodsagainstAllRisks.贵公司应向保险公司提出索赔，因为贵公司为货物投保了一切险。Youshouldtakeupthecasewiththeshippingcompany.贵公司应将此事提送船运公司处理。case3

美国约翰逊有限公司在收到浙江华达化工有限公司发来的DCP产品后发现PE袋破裂，产品外泄，于是向华达公司提出索赔要求。PE袋破裂产品外泄提出索赔keypointUsefulExpressionsbrokenbagspillout3．unsealed4．intheprocessof5．repack6．correctivemeasure1.破包2.散落3.未密封的4.在……的过程中5.重新包装6.纠正措施

UsefulSentences1.WeregrettoinformyouthatthegoodsshippedperS.S.“Peace”arrivedinsuchanunsatisfactoryconditionthatwecannotbutlodgeaclaimagainstyou.2.Thegoodswereshippedperm.v.“RedStar”.Onexamination,thePEbagswerefoundtobeinadamagedcondition.Asaresult,wefeelthatwehavetomakeaclaimagainstyou.3.Onexamination,wefoundthecartonswereinadamagedcondition.32ofthe150cartonshadburstopenduetopoorpacking.4.Wehavetorepackthewholeconsignmentinnewcartons,theexpenseofwhichamountedtoUS$200.5.Weproceededtohaveasurveyreportmade,andthereporthasnowconfirmedourinitialfindings.UsefulSentences6.Thereportindicatesthatthelosswasduetopoorpacking.7.Thegoodsyousentusareinferiorcomparedtotheoriginalcomparedtotheoriginalsample.8.Abouttenpercentwasdamagedonarrival.9.Onthestrengthofthesurveyreport,weherebyfileourclaimagainstyouasfollows.10.Weenclosesurveyreport（No.XY7843）andlookforwardtoearlysettlementoftheclaim.11.Youwillbeawarethatpoorpackingwillleadtofalseimpressionofthequalityofgoods.Wesuggestthat,infuture,youmakesurethatthegoodsareproperlypacked.12.Pleaseinformuswhatmeasuresyouwilltakeinthewayofcompensationforthepoorpacking.

Letter3Letter3ClaimforBrokenBags

DearMr.Liu,WithreferencetothenewlyarrivedshipmentexS.S.“Jinxing”underthecontractNo.1462,weregrettostatethatwehavefounduponinspectionthatnearly15%ofthePEbagshadbeenbroken,andsomeDCPgrainsspilledoutfromPEbagsinthecardboardboxes.

On

furtherexamination,wefoundthesePEbagswereunsealed,andsealingtroubleoccurredonthesamesideofeachPEbag.ItseemsthatthesePEbagswerenottreatedwithenoughheatintheprocessofpacking.

Letter3

Wehavetorepacktheconsignmentbeforedeliveringtoourcustomers,theexpenseofwhich,togetherwiththelossofDCPamountedtoUS$750.Weexpectcompensation

fromyouforthis,andshouldliketotakethisopportunitytosuggestthatcorrectivemeasuresbetakeninyourfuturedeliveriesaspoorpackingwillleadtofalseimpressionofthequalityofgoods.

Letter3

Wesent3unsealedPEbagstoyoubyDHLExpressMailtoday.Pleaseletusknowhowyouaregoingtosettlethiscasewithus.

Wearelookingforwardtoyourearlyreply.Bestregards,BruceJacksonManager

Letter3NotestoLetterThree1.spillout散出，溢出。2.onexamination经检验，经检查underexamination正被检查NotestoLetterThree3.amountedto（与to连用）总计，合计，总计达e.g. Hisdebtsamounttofivethousanddollars.他欠的债共达5000美元。Thepurchasesamountedto50dollars.买东西总共花了50美元NotestoLetterThree4.compensationn.补偿，赔偿compensationtrade补偿贸易compensatev.补偿，赔偿e.g. Wearethereforecompelledtoclaimonyoutocompensateusfortheloss,i.e.US$800,whichwehavesustainedbythedamagetothegoods.由于我们货物遭到损坏，因此被迫要求贵公司赔偿我们800美元的损失。PartyAshallcompensatePartyBforanylossintransit.甲方应赔偿乙方在运输过程中的任何损失。NotestoLetterThree5.expressmail快递6.settlev.调停，解决，偿付e.g. Wesincerelyhopethatyouwillmakeeveryefforttosettlethisclaimwithoutfurtherdelay.本公司真诚地希望贵公司尽快作出一切努力解决这一索赔。Wesuggestthatthebalancebesettledbymailtransfer.我们建议用信汇结清余款。settlementn.解决，清偿e.g. EnclosedisourchequeintheamountofUS$5,600infinalandcompletesettlementofthisclaim.随函附上5600美元的支票以完全最终解决这一索赔。case4

浙江华达化工有限公司对退回的PE袋进行检查后发现，破包是由于PE袋封口加热不足引起的，于是对包装工序进行整改，同时接受了美国约翰逊公司的赔偿要求。加热不足包装整改赔偿keypointUsefulExpressionslodgeaclaimlookinto3．procedureinpacking4．long-termtradingrelationship5．makecompensationfor6．settleaclaim1.提出索赔2.调查3.包装过程4.长期的贸易关系5.补/赔偿6.解决索赔

UsefulSentences1.Thankyouforyouremailof…inwhichyoulodgeaclaimfor…2.Withreferencetoyouremailof…inwhichaclaimwaslodgedfor…,wewishtoexpressourdeepestregretovertheunfortunateincident.3.WewishtorefertoouremaildatedMarch15,inwhichyoumadeaclaimonourlastshipmentof…4.Thiswasduetoournegligence.5.Wesentthewrongarticlesbymistake.6.Wouldyouwaitthreemoredays?UsefulSentences7.Howmuchwasdamaged?8.Yourclaimandthesurveyor’sreportarenowhavingourcarefulconsideration.Weapologizetoyouforthisunfortunatematter,andassureyouthatyourclaimwillbetreatedwithpromptness.9.Thecompanyisinthepositiontoindemnifythemfortheloss.10.Wehavelookedintothematter,andfoundthatyourclaimisperfectlyjustified.11.Wearereadytocompensateyourlossandwillsendyoutheclaimedamount…byT/T.12.Wehopethisunfortunateincidentwillnotaffecttherelationshipbetweenus.

Letter4Letter4AcceptingaClaim

DearMr.Jackson,ThankyouforyouremailofJune5inwhichyoulodgedaclaimforbroken

PE

bags.Wewishtoexpressourdeepregretatthisincident.Wetookyourcaseseriously,andhavelookedintothematterindetail.AftercheckingthreebrokenPEbagsyousenttous,wefoundthatitisbecausethebagshadnotbeentreatedwithenoughheatinthepackingprocedure.

Letter4

Wearemostconcernedtomaintainourlong-termtradingrelationship.Therefore,wewillmakeyouacompensationofUS$750bythewayofT/Ttosettleyourclaim.Meanwhile,wehavetakensomecorrectivemeasurestopreventarepetitionofthesameinthefuture.Wehopethismatterwillnotaffectourgoodrelationsinourfuturedealings.Bestregards,LiuJianLetter4NotestoLetterFour1.claimv./n.索赔e.g.Yourclaimsonthiscargohavebeensettled.贵公司对此货物的索赔已经解决。Claimsforshortagemustbemadewithin30daysafterarrivalofthegoods.对于短装的索赔必须在货物到达后30天内作出。有关提出索赔的表达法有lodgeaclaim、makeaclaim、fileaclaim、registeraclaim、raiseaclaim等，后面接withyou、onyou或againstyoufor(reasons)。后面是赔偿金额时接for。NotestoLetterFoure.g.Helodged/filedaclaimagainsttheshipownerforcompensation.他向船主提出索赔。Welodgeaclaimwith/againstyouonfertilizer.我们就化肥向贵公司提出索赔。Welodgeaclaimwith/againstyoufortheshortweight.我们因短装向贵公司提出索赔。BuyerslodgedaclaimonthisshipmentforUSD5000onamountofshortweight.买方因这批货物短重索赔5000美元。NotestoLetterFour2.brokenbags破包soundbags原包3.takesth./sb.seriously认真对待，重视NotestoLetterFour4.packv.包装e.g. Thegoodsaretobepackedinstrongwoodencases.货物将装在坚固的木箱内。Wehavearrangedtopackthegoodsinthreeparcels.我们已安排把货物装在3个包内。packingn.包装e.g. Weareawaitingyourpackinginstructions.我们等候贵公司的包装指示。Thelossresultsfromimproperpacking.损失是由包装不当引起的。Wedemandstrongpackingforchemicalfertilizer.化肥包装要求牢固。NotestoLetterFour5.dealings业务交往e.g. WehaveextensivedealingswiththeEuropeancountries.我们与欧洲国家有广泛的业务交往。Ourdealingswithyouinthepasthavebeenquitesa