There are two kinds of complaints or claims made by buyers:

The genuine complaint or claim, which arises from such situation as the following:

a. The wrong goods may have been delivered.

b. The quality may not be satisfactory.

c. The shipment may have been found damaged, short or late.

Chapter Twelve Complaints and Claims

Section One Introduction

Specimen 1 P210CommentsThe point in dispute in this letter was the seller’s d

elay in shipment. It is a good letter, which is confined to facts and reasons, the tone is firm but polite and in the final paragraph, the writer displays an attitude of considerate cooperation.

Notes1 under/in the circumstances 在此情况下2 in great urgent need 非常急需

Section Two Specimen Letters

Specimen 2 P210

Comments

This is the seller’s complain of the buyers’ delay in the opening of L/C. Compared with the last letter, this one seems to be stern and ill-worded. A letter concerning complaining should be written tactfully and by reasoning; otherwise it may create ill-feeling and cause the reader to be unwilling to be helpfu

Notes

1 repeatedly 一再2 in an awkward position 十分为难3 your continuous silence 你长期默不作声

Specimen 3 P211CommentsThis letter was written to the Shipping Company by

the shipper. It complains of short delivery of two cases. From this letter we can see that it is important to make sure of everything before making a complaint. The key to success is to be thorough-going in establishing and proving facts.

Notes1 per 经由2 As matters stand 实际情况是

Specimen 4 P212

Comments

This is a reply to the previous letter. It is an adjustment made by the Shipping Company. After investigation, the writer finds the shippers’ complaint is justified. He then admits it readily, expresses his regret and promises to put it right.

Notes1 over-carried 超载2 by the first available opportunity 从速3 tide over the ebbing 赶潮4 tally men 理货人员5 cover the hatchways 盖上舱盖6 supervision 监督7 stowage intact 未能清理货物

Specimen 5 P213

Comments

This is a courteous and tactful letter of complaint. It is confined to the facts and reasons and a request for urgent attention.

Notes1

1 20% of the packages 货物中的2 in accordance with 与……一致3 to the spot 到现场

Specimen 6 P213

Comments

This is a letter rejecting the buyer’s complaint. Such a letter should show that you understand his position and that his complaint has been carefully considered, giving convincing reasons why his complaint cannot be accepted, closing on a friendly note and trying to leave your customer in a satisfied frame of mind.

Notes

1 is subject to a careful examination| 经过严格检验

2 Handle With Care 小心搬运3 find no grounds to compensate for 没有理

Specimen 7 P214

Comments

This is a complaint of the unsatisfactory color made by the buyer.

Notes

1 Amber color 琥珀色2 be thrown upon our hands 推给我们处

理

Specimen 8 P215CommentsThis is an adjustment made by the seller, who admits that t

here could have been a little oversight concerning the quality of the goods complaint about, but insists that only a very small part of the material is inferior in quality and requests the buyer to meet each other half way and settle the case amicably.

Notes1 Weight Note 重量单2 short weights 短重

Section Three

Useful Words & Expressions P215

Section Four Useful Sentences P217

Section Five Exercises P220