第十章外贸函电

1、In this chapter,you will learn:1.The basic terms related to complaints and claims ;2. The style of complaint and claim letters;3. Learn how to write complaint and claim letters. Learning Objectives Introduction In international trade everything does not go as well as is expected. Mistakes do happen

2、sometimes. The shipment may have been made later than the contracted time; the wrong goods may have been delivered; the shipment may have been damaged and so on. In such circumstances, the buyer may lodge a claim for compensation. When the loss is not serious, in consideration of the good relations

3、with the seller, the buyer may ust make a complaint to request the seller to avoid this matter happening again. Most claims are filed by the buyer against the seller .But sometimes claims are put in by the seller against the buyer for delay in opening an L/C or refusal to take delivery of the goods

4、etc. When dealing with a complaint or a claim, you should be prompt in action andthe replies should be courteous even if the complaint may be unfounded. In a word, youshould always try hard to settle a claim through friendly negotiations and avoid ar-bitration or litigation. Lesson Sixteen (A) Compl

5、aint about Wrong Goods (B) A Reply Words and Eplaint (n.)C(statement of dissatisfaction) 抱怨，不满，申诉抱怨，不满，申诉 lodge make a complaint against sb. with a dept file about sth. lay 因某事向某处对某人提出诉讼，因 某事向某处控告某人 The buyer has lodged a complaint against us about the poor quality of the shoes. 客户向我们抱怨鞋子质量不好。 compl

6、ain (vt./ vi.) (express feelings of unhappiness , dissatisfaction) 抱怨，责难抱怨，责难 complain + that-clause The consumers always complain that too much packaging increases the cost of food. 消费者总是抱怨过多的包装增加了食品 的费用。 complain about /of sth. 抱怨抱怨， 对对提出责难（申诉）提出责难（申诉） We have to complain about (of) the dis- crepa

7、ncies in your L/C. 我们不得不抱怨你们信用证中有不符之处。 complain to sb. of /about sth. 向某人抱怨某事向某人抱怨某事 The customer complained to us about the poor packing. 客户向我们抱怨包装不良。 2.presume(vt.)(suppose to be true) 推测，认为推测，认为 We presume that you must have received large orders for this commodity from abroad. 我们推测你方一定从国外收到这种商品

8、的大量订单。 【Synonym】 assume , suppose3.look into (investigate, examine) 调查，检查调查，检查 The seller looked into the matter immedia- tely after they received a complaint from the buyer. 接到买方的投诉，卖方立即对此事进行调 查。4. disposal (n.)（the act of getting rid of ） 处理，出售处理，出售 at ones disposal 由某人处理，听某人之便 More than 80 types

9、of refrigerators are at your disposal. 有80种型号冰箱可供你方任意选购。 dispose of （deal with; get rid of ） 处理，除去（转义为）出售处理，除去（转义为）出售 Please let us know how to dispose of these defective goods. 请告知如何处理这些次品。5.investiagte(vt.)(examine the reason for sth.) 调查，研究调查，研究 We are investigating the possibility of introducing

10、 this new product to your market. 我们正在调查将这一新产品引进你方市 场的可能性。 investigation(n.)U(careful and thorough inquiry)调查调查 On investigation, the goods were damaged through careless handling in transit. 经调查，货物受损是由于运输途中搬运不 当所致。6.mislabel(vt.)(to label improperly) 贴贴错标签错标签 The workers mislabeled the tins. 工人们在罐头上

11、贴错了标签。 Lesson Seventeen (A) Claims for Inferior Quality (B) A Reply to the Claim (C) Asking for Prompt Settlement (D) Settlement of the Claim Words and Expressions1.claim (n.)C（a demand for money by right according to some rules）索赔）索赔 (vt./ vi.) (demand money as ones right according to some rules)索赔

12、索赔 (n.)C索赔 settle a claim 办理索赔 claims rejected 拒赔 accept / entertain a claim 接受索赔 lodge / make / file / raise /put in a claim against (with) sb. for sth. on (goods) for (amount) 对某货物为某事向某人提出索赔若干金额 We shall lodge a claim against you on the cargo for the short delivery of 10 metric tons for US$1500. 我

13、们将为这批货物短装10公吨向你方索 赔1500美元。 (vt.) 索赔 claim (a compensation of) (amount) from sb. for sth. 为某事向某人提出索赔若干金额为某事向某人提出索赔若干金额 We should claimUS$2500 for the damaged goods from the insurance company. 我们必须为受损货物向保险公司索赔2500 美元。 (vi.) 索赔 claim from sb. for sth. 为为向某人提出索赔向某人提出索赔 We have claimed from them for the

14、delay in shipment . 我们已向他们为装船延误提出索赔。2.inferior(adj.)(of low grade or quality) 劣的，次的劣的，次的 inferior quality 质量低劣 As regards inferior quality of your goods , we should lodge a claim against you. 由于你方货物质量低劣，我们须向你方索 赔。 inferior to 比比差；不如差；不如. The wheat is inferior to that we ordered from you last year. 这

15、些小麦质量较我们去年向你们订购的差。 【Antonym】 superior superior to 优于优于；胜过；胜过3.display (n.)U(exhibiting openly in public view) 陈列陈列，展示，展示 (n.)C（a usual representation of something ）显示（计算机）显示（计算机） (n.)C（an electronic device that represents information in visual form）显示器）显示器（计算机）（计算机） on display (being shown publicly)

16、在展览 There is really a very wide range of goods on display. 展出的商品确实品种繁多。4.merchandise(n.)U(goods for trade)货物货物 Merchandise can now circulate freely among the EU countries. 商品现在可以在欧盟各国自由流通。 【Synonym】goods ,commodity, article 5. option (n.)U(the act of choosing or selecting)选择，选择权选择，选择权 You will have

17、to pay them ,you have no option. 你必须付给他们钱，别无选择。 at ones option (at ones will , at ones liberty) 随某人之意，由某人选择决定随某人之意，由某人选择决定 The goods will be shipped to Hong Kong or Singapore at your option. 货物运往香港或新加坡由你决定。 【Synonym】choice optional(adj.)(which may be chosen as one wishes)可任意选择的可任意选择的 optional port 选

18、择港6.allowance(n.)C（a price reduction granted, discount） (价格的价格的)减让，折扣减让，折扣 （sum of money allowed to sb.） 补贴，津贴，赔偿费补贴，津贴，赔偿费 give /grant /make/offer (sb.) an allowance for sth. 对某物给（某人）折扣对某物给（某人）折扣 In view of the good relations between us, we are prepared to give you a 5% special allow- ance for the

19、goods. 考虑到我们之间的友好关系，我们准备对 这些货物给予5%的特别折扣。 cf. allow/ give/ grant/offer (sb.) a discount for sth. They claim an allowance of USD 200 for short weight. 由于短重，买方索赔200美元。7.at ones expense (at ones cost) 由由某人担负（费用）某人担负（费用） The extra premium will be at your expense. 额外的保险费由你方支付。 【Similar Expression】 at ones

20、 cost，for ones account8. survey(n.)U(examination of something) 检验，检查检验，检查 survey report 检验报告 【Similar Expression】 inspection certification 检验证书 The seller requires a survey report so that they may know the extent of the damage. 卖方要求提供检验报告，以便了解破损的程 度。 surveyor (n.)C（official inspector） 检查员，鉴定人检查员，鉴定人

21、 9. specify (vt.) (describe fully so as to choose or name)详述，载明详述，载明 Their letter has specified their payment by D/P. 他们来函说明了他们用D/P的付款方式。 We take much interest in your product and wish to have your quotation sheet for the item specified below. 我们对贵公司的产品很感兴趣，希望能 得到下列商品的报价单。 within the specified time

22、在规定的时间内【Similar Expression】 within the stipulated time10.serial number(a number which identifies an object)序列号，编号序列号，编号11.faulty ( adj.)(defective) 有缺点的，不完善的有缺点的，不完善的 faulty packing /defective packing 有缺陷的包装 faulty goods 有毛病的货物 We are responsible for faulty material and workmanship. 我们保证对材料及工艺方面的缺陷负

23、责。【Synonym】defective(adj.)pensate(vt./vi.)(make a suitable payment for some loss) 赔偿，补偿赔偿，补偿 compensate (sb.) for 因因 赔偿某人赔偿某人 They have compensated us USD 1000 for our loss. 他们已赔偿我们1000美元以弥补损失。 compensation(n.)U(something given to compensate)赔偿赔偿 compensation trade 补偿贸易 The buyer claimed a compensation for USD 800 for the inferior quality. 对货物质量低劣,买方要求赔偿800美元。 in compensation for (in order to compensate for) 以赔偿以赔偿 The ABC Co. has remitted to us an amount of CNY 2000 in compensation for the loss arising therefrom. ABC公司汇来了2000元人民币以赔偿由此 引起的损失。13.qualified