1. 商务函电 世纪商务英语 齐齐哈尔职业学院外语系

2. Unit 6 Complain and Claim INTRODUCTION During the process of contract execution in international trade, if one party does not perform the contract (for example, non- delivery, later delivery, non-payment, etc.) or the goods delivered are short in weight, not in conformity with the sample or simply lost, the other party who suffers losses has the rights to complain or claim according to the relevant terms in the contract. Complaints or claims could be settled through amicable discussion by both parties. In case no settlement can be reached between two parties, the case under disputes can be submitted for arbitration to be held in country where the defendant resides or the third country agreed on in the contract. The arbitral award is accepted as final an binding upon both parties. The arbitration fees shall be bone by the losing party.

3. Main points of complaints or claims Opening : the purpose or reason of writing, which is a. receipt of goods or the complaints; Body : the details of requirements, which are b. details of the complaint or claim; c. suggestion for settlement, such as request for replacement, delivery, or compensation; Closing : d. expectation of prompt attention or early reply.

4. 1. Agree to the complaint or settles the claim: Opening : a. receipt of the letter or notice of the delivery; b. regret at the complaint or claim; Body : c. acceptance of the claim or agreement to the settlement, such as to replace the goods, return the goods, send the shortage or agree to compensation; Closing: d. hope for future business or apologize for the inconvenience. kinds

5. 2. Disagree to accept the complaint or claim: Opening : a. receipt of the letter or notice of the delivery; b. regret at the complaint or claim; Body : c. disagreement to the complaint or claim and reason d. suggestion for settlement if any; Closing: e. eapectation for future business. kinds

6. Lesson Seventeen Complaint

7. Young-In Trading Co. Ltd. 115-30 Namsan -Dong, Pusan, Korea October 22, 2006 China Import and Export Wuhan Corp. 239 Dufudi Road, Wuchang Wuhan 430061 P.R. China Dear sirs, Our order No.250 of 6 May for upholstery materials duly arrived and we have taken delivery of the goods. We have examined the shipment carefully and, to our great disappointment, find that they are not of the quality we ordered. The materials do not match the samples you sent us. The quality of some of them is so poor that we feel that a mistake has been made in making up the order. We have,therefore, no choice but to ask you to take the materials back and replace them with material of quality we ordered. If you can replace the materials, we are prepared to allow the agreed delivery time to run from the date you confirm that you can supply the correct materials. We look forward to your early reply. Yours faithfully, Park Junshou Director Complaint of Poor Quality

8. China Import And Export Wuhan Corp. 239Dufudi Road, Wuchang, Wuhan 430061,P.R. China November 1,2006 Young-In Trading Co., Ltd. 115-30 Namsan-Dong, Pusan, Korea Dear sirs, We are deeply concerned about the complaint about upholstery materials supplied to your order No.250. however, we are glad you bring this matter to our attention. We have looked into the matter and found the quality of the goods is really not in conformity with the samples. After tracing, we find it resulting from a fault in one of the machines, which has been put right. We are arranging for the correct goods to be dispatched to you at once. The relevant document will be mailed to you as soon as they are ready. As regards the wrong goods, please keep until called for by our agents who have been informed of the situation. We apologize for the inconvenience caused by our error. Yours faithfully, Lin Hai Manager Complaint Accept

9. Tag complaint 申诉、投诉 upholstery documents 单据 室内装潢

10. Arm Yourself ① match v. be exactly like; correspond exactly 相配；十分相似；和 …… 符合 e.g. 这批货和上个月寄来的样品不一样。 The shipment does not match the sample you sent us last month. ② make up pack 包装； compensate 补偿 ③ fault n. defect 缺陷，故障，缺点

11. Make yourself skilled Translate the following sentence into English. ①我方不得不要求你方队我方的损失负 责 (have no choice but to) ②我方要求贵方用完好的货物调换此货。 （ replace ） ③发错货物时由于我方包装人员的失误。 （ fault ）

12. Lesson Eighteen Claim

13. Dear sirs, we refer to sales contract No.564 covering the purchase of 200 metric tons of white cement. We telexed you on 17May informing you that the consignment arrived on 20 April. On inspection, we found that 180 bags had burst and that the contents, estimate at 9,000 kg, had been irretrievably lost. We proceeded to have a survey report made. The report has now confirmed our initial findings. The report indicates that the loss was due to the use of substandard bags for which you, the suppliers, are responsible. On the strength of the survey report, we hereby register our claim against you as follows : Short delivered quantity GB ￡ 180 Survey charges GB ￡ 50 Total claimed GB ￡ 230 We enclose survey report No.TS6478 and look forward to early settlement of the claim Yours faithfully,

14. Dear sirs, Thank you for your letter of 20 May in which you lodge a claim for short delivery of 9,000 kg of white cement. We wish to express our deep regret at this incident. We have checked with our warehouse and discovered that part of your consignment was not packed in 5-ply paper bags as specified in the contract. This was due to the negligence of our warehouse staff. We are most concerned to maintain our long-standing trading relationship. We there for enclose a cheque for GB ￡ 230 in full and final settlement of your claim. We trust that this unfortunate error will not adversely affect our future relations. Yours faithfully,

15. demand for payment, request claim Tag 1.lodge a claim against/with sb. for/on sth. 2.on the strength of according to 3.chec k

16. Complete the following sentences by translating Chinese into English. 1] When goods were shipped, 箱子是完 整无损的，我们歉难接受你方索赔.(in goods condition, accept a claim) 2] In view of our friendly relations, 我 们同意接受你方的全部索赔.(full claim)