商务函电课件-COMPLAINTS & CLAIMS

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1、普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材COMPLAINTS&CLAIMS普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材What is complaint and claimLetter concerning complaints and claims普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材complaint lettersBegin by regretting the need to complain.Give a detailed presentation of

2、 facts to explain what is wrong.State your reasons for being dissatisfied and ask for an explanation.Refer to the inconvenience caused.Suggest how the matter should be put right.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Replying to complaintsExpress your thanks for the letter received.Apologize for the inconv

3、enience caused.Indicate what steps you are taking to set the matter right.Express your expectations for further cooperation.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材How to Make a Claim Inform the receiver of details related to the goods to be claimed.Make clear what your claim is.Request the action:a replace

4、ment,repair,refund or compensation.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Replies to claimsBegin by expressing your regret and promise to put the matter right.State briefly the reason for the mishap.Let the receiver know what actions have been taken.End your letter with assurance and desire for future deve

5、lopment.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材浙江华达化学有限公司（浙江华达化学有限公司（Zhejiang Huada Zhejiang Huada Chemical Co.,Ltd.Chemical Co.,Ltd.）是一家专门生产并）是一家专门生产并出口过氧化物的跨国公司，总部设在美国出口过氧化物的跨国公司，总部设在美国。公司主要产品为。公司主要产品为DCPDCP，该产品熔点比较，该产品熔点比较低，熔化后容易结块，从而会影响后续产低，熔化后容易结块，从而会影响后续产品的质量，所以对运输和包装要求很高。品的质量，所以对运输和包装要求很高。日本日本Kayaku

6、Kayaku贸易公司（贸易公司（Kayaku Trading Kayaku Trading Co.Co.）是一家专门从事化工品进口的公司）是一家专门从事化工品进口的公司，与浙江华达化学有限公司有着长期的业，与浙江华达化学有限公司有着长期的业务往来。务往来。Case 1 Next Page普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材某天，该公司客户某天，该公司客户Kita-Nippon Kita-Nippon Electric Cable Co.,Ltd.Electric Cable Co.,Ltd.的人员在对的人员在对华达公司发来的华达公司发来的DCPDCP进行检查时发现部

7、分进行检查时发现部分产品有结块现象，于是产品有结块现象，于是,Kayaku,Kayaku公司的公司的科林科林迈耶先生与华达公司经理张斌联迈耶先生与华达公司经理张斌联络有关退货及换货事宜。络有关退货及换货事宜。Case 1Key Points普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Useful Expressions普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Useful Expressions普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Useful Sentences1We are writing to complain abou

8、t the shipment of our order No.345 for received yesterday.2We regret very much that it is necessary to complain about.3We regret to inform you that the goods forwarded to us are in unsatisfactory state.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Useful Sentences4Referring to our order No.456,we have taken deliv

9、ery of the goods which arrived on S.S.Red Star at New York.5We have taken delivery of you sent us,but on examination,we regret to find out that were in a very damaged condition.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Useful Sentences6We shall be glad to have your explanation of 7We will appreciate it if you

10、 could look into the matter,and let us know your disposal.8We have to ask you to replace them with new ones.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Useful Sentences9Would you kindly let us know if you will take them back？10Please look into the matter at once and take urgent measures to ensure that nothing l

11、ike this will happen in the second and the third lots.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Letter One-Complaining About DCP CakingNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Next page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Next page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Next page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材普通高等教育十

12、一五国家级规划教材普通高等教育十一五国家级规划教材1.cake v.结块e.g.As temperatures dropped,the wet snow caked.随着温度的下降，潮湿的雪结成随着温度的下降，潮湿的雪结成了块。了块。Mud caked on his shoes.泥土在他的鞋上结成块了。泥土在他的鞋上结成块了。Notes to Letter One普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter One普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter One普通高等教育十一五国家级规划教

13、材普通高等教育十一五国家级规划教材Notes to Letter One普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter OneNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter OneNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter One普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材ExerciseExercise普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材普通高等教育十一五国家

14、级规划教材普通高等教育十一五国家级规划教材Key pointsCase 2普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Useful Expressions普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材1We have received your letter of and regret to hear that 2We have received your letter of complaining about 3We are in receipt of your letter dated and are sorry to note your compla

15、int respecting we sent you by S.S.“Dongfeng”.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材4We have made investigation on the matter and found that we did make a mistake in packing.5On going into the matter we find that 6We apologize for causing you a good deal of inconvenience.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材7We

16、 are sorry for the trouble caused by the error and wish to assure you that care will be taken in the execution of your further orders.8We are arranging to send you to replace the unsold balance 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材9We trust the goods will arrive in suitable time and be found to your sati

17、sfaction.10We assure you that every possible action will be taken by our management to prevent a repetition of same in future orders.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Apologizing for DCP Caking Letter TwoNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Next page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Next page 普通高等

18、教育十一五国家级规划教材普通高等教育十一五国家级规划教材As for your request for shipment during June and October by reefer containers,we have taken this matter up with Logistics Department and they agreed to your proposal.We apologize for any inconvenience we have caused.Best regards,Peter Zhang普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材

19、Next page Notes to Letter Two普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter TwoNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter Two普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Next page Notes to Letter Two普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter Two普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Dear Sirs,Your

20、Order SN 4678We are sorry to learn in your letter the 10th My that 100 pairs of leather shoes supply under the above order are damaged when they reach you.We certainly replace them and already do so,replacements sent by parcel post this morning.Despite the care we take to packing shoes sent by post,

21、there are recently several reports of damage.To avoid further inconvenience for customers and expense for ourselves,we now seek advice of a packaging consultant and hope we are able to make improvements.We regret the need for you to write to us and hope the steps we are taking ensure the safe arriva

22、l of all your orders in future.Faithfully yours,ExerciseExercise普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材KeyDear Sirs,Your Order SN 4678We are sorry to learn from your letter of the 10th My that 100 pairs of leather shoes supplied to the above order were damaged when they reached you.We will certainly replac

23、e them and have already done so,replacements having been sent by parcel post this morning.Despite the care we take in packing shoes sent by post,there have been several reports of damage.To avoid further inconvenience to customers and expense to ourselves,we are now seeking the advice of a packaging

24、 consultant and hope we will be able to make improvements.We regret the need for you to write to us and hope the steps we are taking will ensure the safe arrival of all orders in future.Faithfully yours,普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Key pointsCase 3普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材普

25、通高等教育十一五国家级规划教材1We regret to inform you that the goods shipped per S.S.“Peace”arrived in such an unsatisfactory condition that we cannot but lodge a claim against you.2The goods were shipped per m.v.“Red Star”.On examination,the PE bags were found to be in a damaged condition.As a result,we feel tha

26、t we have to make a claim against you.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材3On examination,we found the cartons were in a damaged condition.32 of the 150 cartons had burst open due to poor packing.4We have to repack the whole consignment in new cartons,the expense of which amounted to US$200.5We proceede

27、d to have a survey report made,and the report has now confirmed our initial findings.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材6The report indicates that the loss was due to poor packing.7On the strength of the survey report,we hereby file our claim against you as follows.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材8We e

28、nclose survey report（No.XY7843）and look forward to early settlement of the claim.9You will be aware that poor packing will lead to false impression of the quality of goods.We suggest that,in future,you make sure that the goods are properly packed.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材10Please inform us wh

29、at measures you will take in the way of compensation for the poor packing.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Letter Three-Claim for Broken Bags Next page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Letter ThreeNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Letter ThreeNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Letter Th

30、reeNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Letter ThreeNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Letter Three普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter Three普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter Three普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Next page Notes to Letter Three普通高等教育十一五国家级规划教材普通高等

31、教育十一五国家级规划教材Notes to Letter Three普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Next page Notes to Letter Three普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter Three普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材ExerciseExercise普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材1.As regards inferior quality of your goods,we claim a compensation of

32、US$10,000.2.Considering our long established relations,we are willing to waive the claim.3.With all the facts presented before you,I feel sure our claim for inferior quality at US$2 per kilogram is justified.4.I want to take this opportunity to deal with the claim in connection with the 200 cases of

33、 leather shoes.5.We shall lodge a claim for all the losses incurred as a consequence of your failure to ship our order in time.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Key pointsCase 4普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Useful Expressions普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材1Thank you for your letter of in which you

34、lodge a claim for 2With reference to your letter of in which a claim was lodged for,we wish to express our deepest regret over the unfortunate incident.3We wish to refer to our letter dated March 15,in which you made a claim on our last shipment of 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材4This was due to ou

35、r negligence.5Your claim and the surveyors report are now having our careful consideration.We apologize to you for this unfortunate matter,and assure you that your claim will be treated with promptness.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材6The company is in the position to indemnify them for the loss.7We

36、 have looked into the matter,and found that your claim is perfectly justified.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材8We are ready to compensate your loss and will send you the claimed amount by T/T.We hope this overlook on our part will not undermine our good relations.9We hope this unfortunate incident w

37、ill not affect the relationship between us.普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Accepting Claim Next page Letter Four普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Letter FourNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Letter FourNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Letter Four普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Next pa

38、ge Notes to Letter Four普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter FourNext page 普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter Four普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Next page Notes to Letter Four普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter Four普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter Four普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Notes to Letter Four普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材Homework普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材普通高等教育十一五国家级规划教材