外贸英文函电 课件 第9章 投诉索赔与理赔

Chapter9Complaints,ClaimsandSettlementBusinessLetters主讲：XXXIntroduction01.SpecimenLetters02.UsefulExpressions03.ContentExercises04.Chapter9Complaints,ClaimsandSettlementComplaints,ClaimsandSettlementWhendissatisfactionisexperiencedwiththeperformanceofsalescontractsininternationaltrade,lettersofcomplaint,claimandsettlementarecommonlywrittenbetweentheimportersandexporters.LearningObjectivesToknowtheessentialreasonsoflettersofcomplaintsandclaims;Toknowtheprinciplesofhandlingclaims;Tocomprehendtheessentialcontentoflettersofcomplaintsandclaims;Tomastersomerelevantandusefulexpressions.Chapter9Complaints,ClaimsandSettlementStep01Step02Acomplaintisanexpressionofdissatisfactionintheperformanceofthecontract,whilea

claimisarequestforcompensationfortheloss.Asettlementletter,inreplytoaclaim,makesclearexplanationorpromisestotakeactions.3.1IntroductionChapter9Complaints,ClaimsandSettlementItiscommonfortheimportertoexpressdissatisfactiontotheexporter.Suchlettersarecalled“complaints”.Ifsuchcomplaints

failstobedealtwithsatisfactorily,theimporterscanraise“claims”onthegoodsforcompensationfortheirlossesastheinjuredparty.Ininternationaltrade,complainsandclaimsmaysometimesoccurnomatterhowwellwehaveplannedandhowcarefullywehaveworkedtocarryoutthesalescontract,soitisveryimportantforustolearnthecomprehensionandwritingofcomplains,claimsandsettlement.9.1.1ComplaintsandClaimsChapter9Complaints,ClaimsandSettlementWhenwritinglettersofcomplaintorclaim,weshouldbeprompt,specificandcourteousandchoosethewordingcarefully.Thefollowingcontentareusuallycovered:expressionofregretwithspecificinformationoftheorder;statementoftheproblem(s);explanationofpossiblecausesoftheproblem(s);descriptionofthelossorinconveniencecausedbytheproblem(s);proposedaction(s)totakeorcompensationtomake.9.1.1ComplaintsandClaimsChapter9Complaints,ClaimsandSettlementInthelightofdifferentreasons,complaintsandclaimsgenerallyinclude(butarenotlimitedto)thefollowing:wrongdeliveryofgoods;inferiorqualityofgoods;shortdeliveryofgoods;damageofgoods;latedelivery.9.1.1ComplaintsandClaimsChapter9Complaints,ClaimsandSettlementRequirementsthatcanbemadeinlettersofclaimcanbegenerallyclassifiedinto4typesasfollows:compensationfortheloss;replacementofthewrongordefectivegoods;discountontheinvoicedcost;pricereductioninfuturedeals;refundofthepurchaseprice.9.1.1ComplaintsandClaimsChapter9Complaints,ClaimsandSettlementWhenwereceiveaclaimletter,itiscrucialtomakecarefulanddetailedinvestigationsintothemattertoidentifytherealcause(s)oftheproblemandwhoseresponsibilityitis.Onlyafterthatcanwemakecertainwhethertheclaimisjustifiedornot,anddecidebestwayofsettlement.Repliestoclaimlettersshouldfollowtheprincipleof“onthefirstground,toouradvantageandwithrestraint”.

Sincetherearebothjustifiedandunjustifiedclaims,weshouldgivepositiverepliestotheformer,andnegativerepliestothelatter,andbothshouldbedoneinaclear,courteousandfairway.9.1.2PrinciplesofHandlingClaimsChapter9Complaints,ClaimsandSettlementAcceptingaJustifiedClaimExpressourregret;Givefactualexplanationsofthereason(s);Promisetotakestepstosettlethematter;Expressoursincereapologyandourhopeforforgivenessorfurthercooperation.RejectinganUnjustifiedClaimExpressourregret;Givefactualexplanationsofthereason(s);Rejecttheclaimandexplainwhyinatactfulandcourteousway;Expressoursympathyforthelossagain.Chapter9Complaints,ClaimsandSettlementComplaintsandclaimsaboutWrongGoodsDeliveryComplaintsandClaimsforNon-conformityQualityClaimsforShortDeliveryChapter9Complaints,ClaimsandSettlement9.2SpecimenLettersCompensationNegotiationsApplicationforDeferredCompensationClaimsforPoorPackingRejectionofaClaimAcceptanceofaClaimClaimsforShortWeightApplicationforCompensationInstallmentCompensationAlternativesLetter1WrongDeliveryofKids’Boots9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementDearSirs,ThankyouforyourpromptfulfillmentofourorderNo.678of2,000SnowBoots.Thegoodsarrivedon21October.EverythingappearstobecorrectandingoodconditionexceptCaseNo.3.Onexaminingthegoods,weweresurprisedtofindthatCaseNo.3containedKids’Bootswhichwehavenotordered.Wecanonlypresumethatamistakewasmadeinassemblingtheorderandthecontentsofthiscasewereforanotherorder.Ascustomersarestillwaitingforourdeliveries,wemustaskyoutoarrangeforthedispatchofreplacementsatonce.Weattachedthecontractofourorderandpleaserechecksoonest.Inthemeantime,wearekeepingtheabove-mentionedcaseatyourdisposal,andpleaseletusknowwhatyouwishustodowithit.Yoursfaithfully,Yourssincerely,(Signature)Languagepoints：1.fulfillmentn.履行；完成e.g.Orderfulfillmentisrelativelyfastinsomeretailsettings,asproductsarepresentedandboughtatapoint-of-saleterminal,andaretakenhomebycustomersimmediatelyafterpayment.订单的履行在一些零售环境中相对较快，因为产品在销售点终端提供和购买，并且顾客一付款就会将产品带回家。9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementLanguagepoints：2.in…condition处于……状态e.g.Thegoodshavearrivedinapparentlygoodcondition.商品已运到，外观完好。常用搭配：inperfectcondition状态完好无损inpoorcondition状况糟糕inadamagedcondition有损坏情况inrottencondition有发霉情况9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementLanguagepoints：3.onexamining…检查以后，（马上）就……on/upondoing表示“一做某事，就……”，相当于afterdoing。变体是on/upon+动作的名词形式。e.g.Onexaminingthepaper,weregretthatwecannotentertainsuchaclaim.我方仔细查看了文件，很遗憾我方无法接受这样的索赔。Oncomparingthegoodswereceivedwiththesamples,wefoundtheywerenotofthecolor.将收到的货物与样品一比较，我们就发现颜色不同。UpontheexaminationofCaseNo.1,ashortageof5M/Twasfound.1号货箱经检查，发现短重了50吨。9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementLanguagepoints：4.presumev.（不肯定地）认为；假定；推测e.g.Thecontractpresumesthatbothbuyersandsellersarerational.这个合同假定买卖双方都是在理性的状态下签订的。5.assemblev.装配，组装；收集，配齐e.g.Wehaveassembledallthematerialsyouneed.我方已配齐你方需要的所有材料。9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementLanguagepoints：6.dispatchn.发货；发送e.g.Wehave90cartonsofgoodsreadyfordispatchtoMombasa,Kenya.我方有90箱货品准备运往肯尼亚的蒙巴萨。常用搭配：arrangeforthedispatchofsth.安排发送某货物其他用法：dispatchv.发出；发送7.atone’sdisposal听候某人安排；由某人处理e.g.Shallwereturnthecaseofwronggoodstoyouorkeepitatyourdisposal?我方是退回这箱错发的货品？还是保留货品由贵方来处理？9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementLetter2InferiorQualityofWirelessSolarSpeakers9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementDearSir,

WearepleasedthattheshipmentofModelF403wirelesssolarspeakersofourorderNo.345of3Augusthasdulyarrived.Muchtoourregret,wehavetoinformyouthatthequalityofyourshipmentisnotuptothestandardofourcustomers’expectation.TheModelF403wirelesssolarspeakersthatyoudeliveredwaspoorlyfinishedwithinferiorquality.Suchgoodsareunsaleableinourmarket.Undersuchcircumstances,wewouldlikeyoutorefundthemoneywepaidforthisshipment.Alternatively,ifthisisunacceptable,weshouldbepreparedtoacceptModelF503wirelesssolarspeakersatthesameprice.Welookforwardtoyourearlyreply.Yoursfaithfully, (Signature)Languagepoints：1.dulyadv.正如预期地；适时地；及时地e.g.Wetrustyouwilldulyinsurethegoodsatyourend.我方相信你方将如期在你地为货物投保。相关词语：dueadj.预定到达的；到期限的；预期的overdueadj.到期未付的；拖欠的；逾期的9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementLanguagepoints：2.muchtoone’sregret令某人非常遗憾的是……e.g.Muchtoourregret,itisdifficultforustoacceptyourpriceasitisoutoflinewiththemarketlevel.十分遗憾，由于你方价格与市场行情不符，我方恐难接受。Toone’s+表情感的名词，在句子中作评论性状语，表示某人因某事的发生唤起了内心的某种情感，通常翻译为“令某人感到……是”。例如：9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementtoone’ssurprise（吃惊）toone’sdisappointment（失望）toone’shorror（恐惧）toone’srelief（放心）toone’sembarrassment（尴尬）toone’sannoyance（烦心）Languagepoints：2.muchtoone’sregret令某人非常遗憾的是……e.g.Toourannoyance,thedeliveryofthegoodswasonceagaindelayed.让我们不快的是，货物的交付再次被延误了。注意：和修饰谓语的状语不同，评论性状语修饰的是整个句子，一般表明的是对话语的看法或态度；结构上，通常位于句首，常用逗号与句子的其他部分隔开。如果想要强调这种情感的程度，可以在to前加上much修饰整个状语，或者在情感名词前加deep、great、utter、much等。例如，muchtoone’sdelight（欣喜），toone’sgreatsatisfaction（满意）9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementLanguagepoints：3.uptothestandard达到标准，符合标准e.g.Thesparepartswereceivedarenotuptostandardofthesamplesyousentus.我方收到的备件不符合你方寄来的样品的标准。相关表达：belowthestandard低于标准，不如标准4.poorlyfinished做工粗糙的e.g.Productswhichareobsoleteorpoorlyfinishedwillnotfetchhighpricesonthemarket.过时或者粗制滥造的商品在市场上卖不了高价。相似表达：9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementpoorlymade质量低劣的poorlydesigned设计糟糕的poorlypacked包装不良的Languagepoints：5.inferiorquality劣质，次品e.g.Youmusthavereceivedthesamplesofthegoodswithinferiorquality.你们一定已经收到了劣质商品的样品。相似表达：poorquality相关表达：9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementgoodquality优质highquality高质量topquality上乘品质Languagepoints：6.unsaleableadj.无法销售的，没有销路的e.g.Thesnowbootsofsuchsmallsizesarealmostunsaleableinourcountry.这么小尺码的雪地靴在我们国家几乎卖不出去。相关词语：saleableadj.适合销售的；有销路的7.alternativelyadv.或者，要不然e.g.Wewouldneedacreditfromyouifyouwantustokeeptheproducts;alternatively,youcouldreplacethemwithproductsoftherightquality.如果贵方希望我方留下商品，那么我方需要贵方予以部分退款；或者，贵方也可以用正确质量的商品进行换货。相关词语：alternativen.另一种（可供替代的）选择adj.备选的9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementLanguagepoints：8.unacceptableadj.难以接受的，无法接受的e.g.I’mafraidyourofferisunacceptableunlessthepriceisreducedby5%.我方无法接受贵方的报价，除非减价5%。相关词语：acceptableadj.可以接受的acceptv.接受9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementLetter3Replybyamanufacturer9.2.3ClaimsforShortDeliveryChapter9Complaints,ClaimsandSettlementDearSirs,

TheshipmentunderOrderS/CNo.YYDS2468arrivedatPortAmsterdamon6November.Alltheouterpackagesofeachcartonareingoodcondition.Toourregret,wenoticedthattherewasashortdeliveryinoneofthecartons.Accordingtothepackinglist,cartonNo.12shouldhavecontained40dozenleatherwalletsand30dozenleatherhandbags.Buttherewere,infact,only40dozenleatherwalletsinit.Itmeansashortageof30dozenleatherhandbags.Asourcustomershavestressedtheimportanceofdeliverynotlaterthantheendofthismonth,wehopethisshortagecanberesolvedatonce.Lookingforwardtoyourearlyreply.Yoursfaithfully,(Signature)Languagepoints：1.outerpackage外包装，运输包装e.g.Theouterpackageshouldbestrongenoughforoceantransportation.外包装应该足够坚固，适合海运。相似表达：transport/shippingpackage外包装，运输包装inner/salespackage内包装，销售包装2.shouldhavecontained…本来应该装有……e.g.ThegoodsshouldhavebeendeliveredlastFriday.本来上周五就应该交货了。Shouldhavedonesth.(should+动词完成体)是虚拟语气的用法，可表示本来应该做某事，但事实上却没有做。与之相反的是shouldn’thavedonesth.，表示本来不应该做某事，但事实上却做了。两者都含有认为实际的做法并不可取或与预期相悖的评价，常带有责备意味。9.2.3ClaimsforShortDeliveryChapter9Complaints,ClaimsandSettlementLanguagepoints：3.shortagen.缺少，（数量或重量）不足e.g.Pleasesendusthegoodstomakeupfortheshortageatonce.请立即将货物寄给我们以弥补短缺。常用搭配：ashortageof缺乏……相关词语：shortadj.缺少的；（数量或重量）不足的常用搭配：9.2.3ClaimsforShortDeliveryChapter9Complaints,ClaimsandSettlementshortdeliveryn.短交 shortshipmentn.短装 short-loadedadj.短装的 short-landedadj.短卸的 short-paidadj.少付的 shortweightn.短重short-deliveredadj.短交的short-weightn.短重；adj.短重的short-invoicedadj.发票少开的beshortof缺乏……Languagepoints：4.notlaterthan不迟于e.g.DocumentsmustbepresentednotlaterthantheexpirydateoftheCredit.单据必须在不迟于信用证到期之日提交。9.2.3ClaimsforShortDeliveryChapter9Complaints,ClaimsandSettlementLetter4PoorPackingofSewingMachines9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementDearSirs,ThesewingmachinesunderourOrderNo.987shippedperM.V.“CoscoShanghai”arrivedatPortLiverpoolon18January.Muchtoourregret,onexamination,wefoundmanyoftheinnerpackagesdeformedandthecontentsdamaged,thoughthecasesthemselvesshowednotraceofdamage.Consideringthisdamagewasduetoroughhandlingbythesteamshipcompany,weclaimedwiththemforthelossinvolved.Butafterhavingqualifiedsurveyorslookintothecases,wediscoveredthatthedamagewasduetoimproperpacking.Forfurtherparticulars,wereferyoutothereportenclosed.Weare,therefore,compelledtoclaimonyouforcompensationforthelossof$19,800,whichwehavesustainedbythedamagetothegoods.Webelievethatyouwillbekindenoughtoacceptthisclaimanddeductthesumclaimedfromtheamountofyournextinvoicetous.Yoursfaithfully, (Signature)Languagepoints：1.deformv.变形；使（某物）变形e.g.Thismaterialdeformseasilyathightemperature.这种材料在高温下容易变形。相关词语：deformedadj.变形的相似词语：damaged,broken,shattered,cracked,scratched2.tracen.痕迹；迹象e.g.Tracesofrustshouldberemovedfromthesurfaceofthemetalbeforeapplyingpaint.涂漆前，应该先清除金属表面的锈迹。3.bedueto是由……造成的，是由于……e.g.Theloss,evidently,isduetothedelayofshipment.显然，损失是由于装运延误所致。相似表达：becausedby;beattributableto9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementLanguagepoints：4.claimwithsb.forsth.因某事向某人索赔(1)

claimv.索赔e.g.Weclaimwithyouforgradeunconformityonthe20,000M/Tofironore.我方就2万吨铁矿石的品位不符向贵方提出索赔。常用搭配：9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementclaimagainst/withsb.向（某人）提出索赔claimon对（某货物或某人）提出索赔claimforsth.因（某原因）提出索赔Languagepoints：4.claimwithsb.forsth.因某事向某人索赔(2)claimn.索赔（作名词时，也可与上述介词搭配）e.g.Theinsurancecompanydidnotentertainourclaim,becausetheFPAdoesnotcoverlossofthenatureofparticularaverage.保险公司没有受理我们的索赔，因为平安险不承保单独海损性质的损失。常用搭配：9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementwithdrawone’sclaim撤回索赔waiveone’sclaim放弃索赔settleone’sclaim处理索赔rejectone’sclaim拒绝索赔要求entertain/accept/accommodateone’sclaim满足索赔要求lodge/file/make/register/submit/raise/forward/bringup/putinaclaim提出索赔Languagepoints：5.lossn.损失e.g.Suchmistakeswillcausebothdirectandindirectlossestous.这种错误将给我们造成直接和间接的损失。其他用法：losev.失去6.qualifiedsurveyor有资质的商检机构，合格的商检员e.g.Thesurveyresultsshouldberecordedbythesamequalifiedsurveyor.调查结果应由同一位合格的商检员记录。7.improperadj.不恰当的，不正确的e.g.Pleaseobservetheoperatinginstructionstoavoiddamagetothemachineduetoimproperuse.请遵守操作说明，避免因使用不当而损坏机器。反义词：properadj.恰当的9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementLanguagepoints：8.becompelledto…觉得必须（做）……，有必要（做）……，不得不（做）……e.g.Wearecompelledtoimproveourservicestoenhanceourreputation.我们觉得有必要改进服务来提高我们的声誉。相似表达：beobligedto…不得不（做）……，有责任（做）……9.compensationn.补偿，赔偿金e.g.Compensationshallbemadeaccordingtotheactuallossincaseofamissingparcel.丢失包裹按实际损失赔偿。常用搭配：ascompensationfor…作为对……的补偿相关词语：compensatev.补偿，赔偿常用搭配：compensatesb.forsth.因某事补偿某人9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementLanguagepoints：10.sustainv.遭受（损伤），蒙受（损失）e.g.Wedonotacceptliabilityforanydamagesustainedasaresultofsoftwareviruses.对于因软件病毒而遭受的任何损害，我们不承担任何责任。11.deduct扣除，减去e.g.Personalincometaxwillbedeductedfromyoursalary.个人所得税将从你的工资中扣除。常用搭配：deduct…from…将……从……中扣除相关词语：deductionn.扣除额9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementLetter5ShortWeightandSurveyReport9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementDearSirs,Furthertoouremaildated12Marchreading:42bagsofMilkPowerhavebeenbroken,whichcausedthePowerirretrievablylost.Theshortweightisabout1,680pounds.Wearewaitingforthesurveyreport.WehavejustreceivedtheSurveyReportfromtheTianjinCommodityInspectionBureauevidencingthatthebreakagewasduetopoorpacking.Suchbeingthecase,thesuppliershouldbeheldresponsible.OnthestrengthoftheTCIB’sSurveyReport,weherebylodgeourclaimwithyouasfollows:

WeareenclosingtheSurveyReportNo.TE(96)707andlookforwardtoyoursettlementatanearlydate.Encl.Yoursfaithfully, (Signature)claimontheshort-deliveredquantityplussurveychargestotalamountofclaimRMB3370.00RMB210.00RMB3580.00Languagepoints：1.irretrievablyadv.无法挽救地，无法补救地e.g.Thelocalecosystemwillbeirretrievablydamagedifthefactoryisbuilthere.如果工厂建在这里，当地的生态系统将受到无法挽回的破坏。相关词语：retrievev.找回，收回；挽救，挽回2.surveyreport检验报告，鉴定证明相关表达：SurveyReportonWeight重量检验报告SurveyReportonQuality品质检验报告3.evidencev.证明；显示e.g.Thegoodsfitinwellwithmarketdemand,asevidencedbytherapidlyexpandingscaleoftransactions.这些货品非常符合市场需求，交易规模的迅速扩大证明了这一点。9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementLanguagepoints：4.breakagen.破损e.g.Theinsurancepolicydoesn’tcoverbreakageanddamageduringremovals.这份保险单不保搬运过程中的破损和毁坏。相关词语：breakv.打破，损坏9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementLanguagepoints：5.responsibleadj.负有责任的，应承担责任的e.g.Wearebothpartlyresponsibleforthisunfortunateincident.我们双方都对这一不幸的事件负有一部分责任。常用搭配：beresponsibleforsth.对某事负责holdsb.responsibleforsth.要求某人对某事负责相关词语：responsibilityn.责任常用搭配：bear/accept/takeresponsibility承担责任responsibilityfallson/restswith/lieswithsb.责任在于某人9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementLanguagepoints：6.onthestrengthofsth.凭借某事物；在某事物的影响下e.g.ChinesephonemanufacturerXiaomiInc.hasbecomeoneofthebest-sellingbrandsinChina'shighlycompetitivesmartphonemarket,onthestrengthofitshighspecsandlowprices.中国手机制造商小米公司成为中国竞争激烈的智能手机市场上最畅销的品牌之一，凭借的是高配置与低价格。相似表达：onthebasisofsth.根据，鉴于9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementLanguagepoints：7.chargen.（商品和服务所需的）费用，收费e.g.Wemayacceptyourrequirementsforspecialpackingforthegoodsifyouagreetopayanextracharge.如果你方同意支付额外费用，我方可以接受你方对货物特殊包装的要求。相似词语：fee,cost常用搭配：customsclearancecharge清关费loadingcharge装货费storagecharge仓储费documentcharge单证费insuranceagentcharge保险代理费9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementLetter6ImmediateRemittance9.2.6AcceptanceofaClaimChapter9Complaints,ClaimsandSettlementDearSirs,

Re:YourClaimonDownJacketsUnderOrderNo.F-123Wehavereceivedyouremailof4February,inwhichyouputinaclaimforashortdeliveryof44dozenDownJackets.Oncheckingwiththemanufacturers,wefoundthatamistakewasmadeinpacking.Itoccurredasaresultofstaffshortageduringthebusyseasonandthefactthatthenumberofgoodshavenotbeencountedcarefully.Wewishtoexpressourdeepestregretovertheseriousmistake.44dozenofDownJacketshavebeendispatchedbyairmailtoday.Furthermore,asrequestedwehavepaidourremittanceofUS$950byT/Ttocompensateyouforyourloss.Webelieveoursettlementoftheclaimwillsatisfyyoutothefull.Weassureyouthatwewilltakeallnecessarystepstopreventrecurrenceofsuchincidentsandofferyoubetterserviceinfuture.Yoursfaithfully, (Signature)Languagepoints：1.checkwithsb.与某人联系；跟某人确认；向某人核实e.g.I’llhavetocheckwithourmanagerabouttheprice.我必须与我们经理确认一下价格。2.asaresultofsth.由于某事e.g.Wearenotabletofillyourorderasaresultofshortageofpower.由于电力短缺，我们现在无法满足您的订单。相似表达：dueto,becauseof9.2.6AcceptanceofaClaimChapter9Complaints,ClaimsandSettlementLanguagepoints：3.thebusyseason旺季，高峰时期e.g.Sinceweneedtoqueuefortheavailableshippingspaceinthebusyseason,pleasemakeyourdecisionassoonaspossibletoavoidfurtherdelay.由于在旺季我们需要排队等待可用舱位，请尽早做决定，避免进一步延迟。Thecompanyiscriticallybehindondeliveryforanordertoitsbiggestcustomerduringthisbusysellingseason.在这个繁忙的销售季，这家公司严重滞后于向其最大的客户交付订单。相关表达：thehigh/peakseason旺季thelow/off/slackseason淡季9.2.6AcceptanceofaClaimChapter9Complaints,ClaimsandSettlementLanguagepoints：4.remittancen.（一笔）汇款；汇付e.g.Ourlastpaymentwillbepaidbyremittance.我们最后一次付款将以汇款方式支付。相关词语：remitv.汇（款）5.byT/T通过电汇e.g.WewillremityouthefullamountbyT/Twhenthegoodsarereadyforshipment.我们将在货物备齐准备装运时电汇全部金额。6.satisfyyoutothefull让您完全满意e.g.Wewillofferyouhigh-qualityserviceandhigh-qualityproducts,whichwebelievewillsatisfyyoutothefull.我们将为您提供优质的服务和高质量的产品，我们相信会让您十分满意。9.2.6AcceptanceofaClaimChapter9Complaints,ClaimsandSettlementLanguagepoints：7.take…steps采取……措施e.g.PartyBagreestotakeallnecessarystepstopreventconfidentialinformationfrombeingdisclosedtothirdparties.乙方同意采取所有的必要步骤阻止机密信息披露给第三方。相似表达：takemeasures8.recurrenceofsuchincidents类似事件的再次发生e.g.Compensationshouldbemadeandmeasuresshouldbetakentopreventrecurrenceofsuchincidentsinfuture.应该赔偿受害者并采取相应措施以防止类似事件在今后再次发生。9.2.6AcceptanceofaClaimChapter9Complaints,ClaimsandSettlementLetter7CleanB/L9.2.7RejectionofaClaimChapter9Complaints,ClaimsandSettlementDearSirs,Re:YourS/CNo.456Wearesorrythatthe200porcelainvasesundertheaboveS/CbyM.V.MAYA26arrivedatPortMelbourneon8Julywith10%ofthepackagesdamaged,asmentionedinyourletterofJune4,2018.Asamatteroffact,ourcompanyhasbeensellingporcelainvasesoverseasinalargenumberofmarketsformorethanadecade,andnoneofourcustomershaveevermadecomplaintsaboutourpacking.Eachofourpackageiscarefullyexaminedandeachshipmentisstrictlyinspectedbeforeloading.Andindividualpackagesweremarkedwith“HANDLEWITHCARE”,“FRAGILE”andothernecessarycaremarks.Weassureyouthatthegoodswereinperfectconditionwhentheyleftthewarehouse.ThecleanB/Lsupportsthefacts.Wethereforeestimatethatthedamagemaybeduetoroughhandlingintransitorduringloadingandunloading.AndweconsidertheresponsibilityshouldrestwiththeshippingcompanyortheinsurerswhohavecoveredyouontheconsignmentinquestionagainstRiskofBreakage.Itisamatterforyoutotakeupwitheitherofthesepartiesconcerned.Therefore,wefindnogroundtocompensateyoufortheloss.Butwewillbemostwillingtoprovideyouwithanyevidencethatmayhelpyourecoveryourlosses.Atthesametime,pleaseremittheremaining20%toouraccountatyourearliestconvenience.Lookforwardtoyourearlyreply.Yoursfaithfully,(Signature)Languagepoints：1.unloadv.卸（货）e.g.Withourproduct,cargoweighingcanbeautomaticallydoneintheoperationofcargoloadingandunloading.使用我们的产品，可以在货物装卸操作中自动完成货物称重。2.HANDLEWITHCARE小心轻放e.g.“HandleWithCare”andotherindicativemarkshavebeenstenciledontheouterpackages.外包装上印有“小心轻放”和其他指示性标记。相关表达：FRAGILE易碎KEEPDRY保持干燥USENOHOOK请勿用钩9.2.7RejectionofaClaimChapter9Complaints,ClaimsandSettlementLanguagepoints：3.takeupsth.withsb.向某人提出某事以进行商讨e.g.Qualityvsprice,that’saproblemyouwillhavetotakeupwiththecustomers.质量与价格，这是一个你必须和顾客进行讨论的问题。4.insurern.保险公司e.g.TheinsurerwillnotbearanyresponsibilitiesforgradeunconformitybecauseitisnotincludedinthecoverageofAllRisks.保险人对等级不符不承担任何责任，因为它不包括在“一切险”的承保范围内。相关表达：9.2.7RejectionofaClaimChapter9Complaints,ClaimsandSettlementAllRisks一切险FPA（FreefromParticularAverage）平安险WPA（WithParticularAverage）水渍险SpecialAdditionalRisks特殊附加险

如:WarRisk，战争险GeneralAdditionalRisks一般附加险

如:RiskofBreakage，破碎险；

RiskofShortage，短量险Languagepoints：5.groundn.理由e.g.Wehavenogroundtoentertainyourrequestforafullrefund.我方没有理由接受你方全额退款的要求。常用搭配：findnoground找不到理由havenoground没有理由ongroundsof…因……的原因6.recoverv.（全额）收回；追回e.g.Werecoveredourinvestedmoneyinthefirstyear.我们在第一年就把投资收回来了。相关词语：recoveryn.全额收回9.2.79.2.7RejectionofaClaimChapter9Complaints,ClaimsandSettlementLetter8OnSharingResponsibility9.2.8CompensationNegotiationsChapter9Complaints,ClaimsandSettlementDearSirs,Wedeeplyregrettohearinyourletterof19Januarythatthesewingmachinesdeliveredtoyouarrivedinadamagedconditiononaccountofimperfectnessofourpacking.Onlookingintothematterandstudyingyoursurveyreportverycarefully,weareconvincedthatthepresentdamagewasduetoextraordinarycircumstancesunderwhichtheyweretransportedtoyou.Idon’tthinktheresponsibilityshouldrestwithus.However,inviewofourlong-standingbusinessrelations,wedonotthinkthatitwouldbefairtohaveyoubearthelossalone.Wesuggestthatthelossbedividedbetweenbothofus,towhichwehopeyouwillagree.Lookforwardtoyourearlyreply.Yoursfaithfully, (Signature)Languagepoints：1.imperfectnessn.不完善e.g.DuetothevirtualnatureoftheInternetandimperfectnessofcreditsystem,weneedelectronicauthenticationtoconfirmtheidentityoftheelectronicsignature.由于互联网的虚拟性和信用体系的不完善性，我们需要电子认证来确认电子签名的身份。相关词语：imperfectadj.不完美的perfectadj.完美的2.beconvincedthat…v.确信，坚信e.g.Weare