Module 4 Consequent Affairs 模块4 业务善后

Situation 16 Complaints and Claims 情景16 投诉和索赔

Situation 16 Complaints and Claims

Be familiar with the words and expressions used in complaints and claims

Be able to write letters of making complaints and claims for all kinds of reasons

Situation 16 Complaints and Claims

Contents Background Information Specimen Letters

Writing Tutorial Vocabulary Builder Sentence Menu Try Your Hand Test Yourself

Tips

Situation 16 Complaints and Claims

Background Information

In international trade, if one party breaches the contract,

the other party has the right to make complaints or claims inorder to get compensation. 当合同一方当事人因另一方当事人违约而遭受损失时，受损的 一方就会向违约的一方进行投诉或索赔，要求对方补偿自己受到的 损害。

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and Claims

Complaints and claims in import and export business are usually made by the buyer against the seller, for problems of quality, quantity, packing or delivery. But the seller will also make complaints or claims if there is delay in opening an L/C or delay in payment, etc. by the buyer. This is the type of trade

claim. 在进出口业务中，较多的是买方就质量、数量、包装或交货问题向卖方投诉或索赔。但如果买方出现迟开信用证或延迟付款等问 题，卖方也会做出投诉或索赔。这称为贸易索赔。

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and Claims

The other two types of claim are insurance claim and transportation claim. The former refers to claims lodged against the insurance company when risks covered in the insurance policy occur and cause damage to the goods. The latter refers to claims against the carrier when goods are

damaged due to the carrier’s fault. 另外两种类型的索赔是保险索赔和运输索赔。前者是当保险合同承保范围内的风险发生并造成货物损失时，向保险公司提出索赔； 后者是由于船公司的过错而引起货物受损时，向船公司提出索赔。

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and Claims

Specimen Letter 1:Complaining about Order Cancellation

Task: An order from Aspire Garment Co., Ltd has been

cancelled out of a sudden. Lin Na, the Export ManagerAssistant of Grace Import and Export Company, is now complaining to Aspire Company.

Aspire服装有限公司突然取消了向浙江格雷斯进出口有限公司下的订单。林娜是格雷斯进出口公司出口部的经理助理，她正在写 信向Aspire公司投诉。

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试

挑战自我 外贸小贴士

Situation 16 Complaints and Claims

Zhejiang Grace Import and Export Company516 Heshan Road, Hangzhou, China

September 24, 2013David Smith Aspire Garment Co., Ltd York House, Lawton Street Liverpool, ML32LL, England

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and ClaimsDear Mr. Smith,Re: Order No. 123 Your letter of Sep. 23 has received our attention. We are surprised at your sudden cancellation① of your Order No. 123. As you know, we started to manufacture the goods as soon as we received your order. We even declined several orders ② from other clients to meet your demand ③. Now we have already booked the shipping space and all the goods are ready for delivery. If you cancel

the order, we will suffer a great loss④.

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and Claims

In view of our friendly business relations in the past and long-term cooperation in future, we strongly insist that you withdraw your cancellation of Order No.123 at once so that our contract won’t be breached ⑤.

We hope we can settle this matter in an amicable⑥ way.Your early reply will be much appreciated. Yours faithfully, Lin Na Export Manager Assistant

translatio n

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and Claims

Language Points of Letter 1

Note 1

your sudden cancellation of your Order No. 123 你们突然取消123号订单 “cancellation of your order”是 “cancel your order”的名词形式。取

消∕撤销订单还可以这样表示：withdraw an order, revoke anorder

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我

Situation 16 Complaints and Claims

Language Points of Letter 1 declined several orders 拒绝订单

Note 2

decline有婉拒的意思，和refuse比较，语气比较委婉。

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and ClaimsLanguage Points of Letter 1

Note 3

… your demand can be met 满足你方的需求，此处是被动的用法。 meet和demand, request, requirement搭配使用表示“满足需求”的含 义；meet和satisfaction搭配表示“令人满意”的含义。 e.g. If you are in a position to meet our requirement, we will place a

large order with you.如果你们能满足我们的需求，我们将向你们下大宗订单。 We regret to inform you that we are not in a position to meet your request at this moment. 很抱歉目前我们无法满足你们的需求。 We hope they will arrive in time and meet your satisfaction. 希望它们能及时到达并使你们满意。背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试

挑战自我 外贸小贴士

Situation 16 Complaints and Claims

Language Points of Letter 1

Note 4

suffer a great loss 蒙受巨大的损失

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and Claims

Language Points of Letter 1

Note 5

withdraw your cancellation of Order No.123 撤回对123号订 单的取消 breach the contract 违反合同

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and Claims

Language Points of Letter 1

Note 6

amicable adj. 原指“友好的，友善的，和睦的”,这里可以 理解为“令人满意的”。

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and Claims

Specimen Letter 2:Claiming for Inferior Quality Task: It is found that there is considerable color difference between the handbags received and the samples. Therefore, Nancy Brown, the Import Director of Ramada Leather Co., Ltd.,

is writing to Grace Import and Export Company to complainabout it. Ramada皮具有限公司发现收到的手提包与样品有较大的色差。

进口部经理Nancy Brown正在写信向格雷斯进出口有限公司投诉此事。

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and Claims

Ramada Leather Co., Ltd. 230 West 600 South

Salt Lake City, Utah 84101, U.S.A.September 25, 2013 Wang Yupeng Import Department Zhejiang Grace Import and Export Company

516 Heshan Road, Hangzhou, China

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and ClaimsDear Mr. Wang, Re: Handbags Art. No. H-106 under Order No. 123 We have taken delivery of the shipment of 2000 pieces of Handbags No. H-106 under our Order No. 123 .Thank you for your punctual execution of this order. After unpacking the goods, we are surprised and disappointed to find that 20% of the handbags do not match the samples in color①. The color difference② is so prominent that our customers have

refused to accept these items in question③.

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士

Situation 16 Complaints and ClaimsTherefore we have no choice but to④ ask you to replace them with new ones whose color is consistent with⑤ the samples you sent us and repay us the inspection fee of ￡215 as well. Enclosed you will find a copy of the covering inspection certificate from a local surveyor in support of our claim⑦, and a debit note for the inspection fee. ⑥

We look forward to receiving your early explanation of thisdiscrepancy. Yours faithfully, Nancy Brown Import Director背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大

胆尝试 挑战自我 外贸小贴士

translatio n

Situation 16 Complaints and Claims

Language Points of Letter 2 unpack the goods 打开货物包装

Note 1

20% of the handbags do not match the samples you sent us in color. 20%的手提包颜色和你方发来的样品不符。

背景介绍 样信欣赏 写作指南 词汇拓展 句型归纳 大胆尝试 挑战自我 外贸小贴士