Bu

siness E

ng

lish

Letter

Chapter Twelve

Complaints and Claims 投诉与索赔

公共教学科 张汉英

Bu

siness E

ng

lish

Letter

1. Reasons of Complaints and Claims1. Reasons of Complaints and Claims

2. Words and Sentence Patterns 2. Words and Sentence Patterns

3. Sample Letters3. Sample Letters

4. Writing Skills and Practice 4. Writing Skills and Practice

Tasks for This Lesson

Bu

siness E

ng

lish

Letter

Key Points and Difficulties:

Reasons of complaints and claims

Words and Sentence Patterns

Writing Skills of complaint and claim letters

Write a claim letter by yourself

Bu

siness E

ng

lish

Letter

Reasons of complaints and claims

1. Inferior quality

2. Missing or shortage from the delivery

3. Bad packing

4. Delay of shipment

Most common ones

Bu

siness E

ng

lish

Letter

Words and Sentence Patterns

Words1.complain v. 投诉，抱怨 complaint n. 投诉（名词） complaint about sth. 投诉某事

Bu

siness E

ng

lish

Letter

2.claim v. & n. 索赔

a claim against sb. for sth.

因某事向某人提出索赔

.lodge

.file

.raise

.make

Bu

siness E

ng

lish

Letter

Words and Sentence Patterns

WordsWords

3.compensation n. 赔偿 4.breakage n. 破损

5.replace v. 更换 replacement 换货

Bu

siness E

ng

lish

Letter

6.stain v. 褪色，变污7.with regard to, with respect to, with

reference to, referring to, concerning 关于

8.reject a claim 拒绝索赔 accept / meet / entertain a claim 接

受索赔

Bu

siness E

ng

lish

Letter

Words and Sentence PatternsDialogue 1

A: Mr. Smith, we feel regretful that the goods are not in accordance with your samples.

B: Really? But every batch was checked before being sent out.

A: Here you see, we have bought some with us.

B: Well, in view of our friendly business relations, we are responsible for replacing those inferior goods.

Bu

siness E

ng

lish

Letter

重点句型重点句型We feel regretful that the goodsWe feel regretful that the goods

are not in accordance with your are not in accordance with your

samplessamples..

我们感到很遗憾，货物与贵方我们感到很遗憾，货物与贵方样品不相符。样品不相符。

Bu

siness E

ng

lish

Letter

重点句型重点句型In view of our friendly business In view of our friendly business

relationsrelations, , we are responsible we are responsible

for replacing those inferiorfor replacing those inferior

goods.goods. 鉴于我们之间友好的商务关系，我鉴于我们之间友好的商务关系，我们负责更换那些劣质的货物。们负责更换那些劣质的货物。

Bu

siness E

ng

lish

Letter

Words and Sentence Patterns

Dialogue 2A:

We shall lodge a claim against you for the poor package, Mr. White.

B: I’m sorry, Mr. Perkins. It is a case of Force Majeure beyond of our

control. We can’t entertain your claim.

Bu

siness E

ng

lish

Letter

重点句型

We shall lodge a claim against

you for the poor package.

我们因劣质包装向贵方提出索赔。

Bu

siness E

ng

lish

Letter

重点句型

It is a case of Force Majeure

beyond of our control.这是不可抗力事件，超出我们的控制范围。

Bu

siness E

ng

lish

Letter

Sample letter Dear Sirs,

The first shipment per S.S. East Wind arrived

at our port two days ago.

Upon examination, we have found that the

quality of the products is much inferior to that of

the sample. These items are not fit to be sold at

its original price.

We are returning them today, and request

immediate replacement of those inferior goods.

Yours faithfully,

Bu

siness E

ng

lish

Letter

解 疑解 疑

per S.S. East Windper S.S. East Wind

通过东风号货轮（装运）通过东风号货轮（装运）S.S S.S 是 是 steam ship steam ship 的缩略形式，后的缩略形式，后面接船名。面接船名。

Bu

siness E

ng

lish

Letter

Writing SkillsWriting Skills

Main points of a claim letter:

1 提及相关货物；2 对相关货物问题提出投诉 / 申诉，

抱怨到货损失；3 要求索赔或要求对方及时作出处

理意见。

Bu

siness E

ng

lish

Letter

Exercises 练习Understand the following sentences.1.Your delay in shipping our order has

caused us to suffer heavy losses.

你方延迟装运我方货物，致使我方损失重大。

2.I’m afraid that this shipment was not up to your standard.

恐怕这批货物达不到你方标准。

Bu

siness E

ng

lish

Letter

Homework 课后作业

Translate the following letter.敬启者： 你们运来的桌布今天已抵达。我们

发现有两箱完全受损。因为这个原因，这些受损桌布不能出售。今退回这两箱，并要求你方换货。

谨上

Bu

siness E

ng

lish

Letter

Thank you!Thank you!