1、Situation 16 Complaints and Claims情景情景16 投訴和索賠投訴和索賠Situation 16 Complaints and Claims 學習學習 目標目標 Be familiar with the words and expressions used in complaints and claimsBe able to write letters of making complaints and claims for all kinds of reasonsBackground Information Specimen LettersWriting Tuto

2、rialVocabulary BuilderSentence MenuTry Your HandTest YourselfTipsSituation 16 Complaints and Claims Contents In international trade, if one party breaches the contract, the other party has the right to make complaints or claims in order to get compensation.Situation 16 Complaints and Claims 當合同一方當事人

3、因另一方當事人違約而遭受損失時，受損的當合同一方當事人因另一方當事人違約而遭受損失時，受損的一方就會向違約的一方進行投訴或索賠，要求對方補償自己受到的一方就會向違約的一方進行投訴或索賠，要求對方補償自己受到的損害。損害。Background Information背景介紹背景介紹樣信欣賞樣信欣賞 寫作指南寫作指南詞匯拓展詞匯拓展句型歸納句型歸納 大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 樣信欣賞樣信欣賞 寫作指南寫作指南詞匯拓展詞匯拓展句型歸納句型歸納 大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士 Co

4、mplaints and claims in import and export business are usually made by the buyer against the seller, for problems of quality, quantity, packing or delivery. But the seller will also make complaints or claims if there is delay in opening an L/C or delay in payment, etc. by the buyer. This is the type

5、of trade claim. 在進出口業務中，較多的是買方就質量、數量、包裝或交貨問在進出口業務中，較多的是買方就質量、數量、包裝或交貨問題向賣方投訴或索賠。但如果買方出現遲開信用證或延遲付款等問題向賣方投訴或索賠。但如果買方出現遲開信用證或延遲付款等問題，賣方也會做出投訴或索賠。這稱為貿易索賠。題，賣方也會做出投訴或索賠。這稱為貿易索賠。背景介紹背景介紹Situation 16 Complaints and Claims 樣信欣賞樣信欣賞 寫作指南寫作指南詞匯拓展詞匯拓展句型歸納句型歸納 大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士背景介紹背景介紹 The other two t

6、ypes of claim are insurance claim and transportation claim. The former refers to claims lodged against the insurance company when risks covered in the insurance policy occur and cause damage to the goods. The latter refers to claims against the carrier when goods are damaged due to the carriers faul

7、t. 另外兩種類型的索賠是保險索賠和運輸索賠。前者是當保險合另外兩種類型的索賠是保險索賠和運輸索賠。前者是當保險合同承保范圍內的風險發生并造成貨物損失時，向保險公司提出索賠；同承保范圍內的風險發生并造成貨物損失時，向保險公司提出索賠；后者是由于船公司的過錯而引起貨物受損時，向船公司提出索賠。后者是由于船公司的過錯而引起貨物受損時，向船公司提出索賠。Situation 16 Complaints and Claims 背景介紹背景介紹樣信欣賞樣信欣賞 寫作指南寫作指南詞匯拓展詞匯拓展句型歸納句型歸納 大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Specimen Letter 1：Com

8、plaining about Order CancellationTask: An order from Aspire Garment Co., Ltd has been cancelled out of a sudden. Lin Na, the Export Manager Assistant of Grace Import and Export Company, is now complaining to Aspire Company. Aspire服裝有限公司突然取消了向浙江格雷斯進出口有限公司服裝有限公司突然取消了向浙江格雷斯進出口有限公司下的訂單。林娜是格雷斯進出口公司出口部的經理

9、助理，她正在寫下的訂單。林娜是格雷斯進出口公司出口部的經理助理，她正在寫信向信向Aspire公司投訴。公司投訴。Situation 16 Complaints and Claims 背景介紹背景介紹樣信欣賞樣信欣賞 寫作指南寫作指南詞匯拓展詞匯拓展 句型歸納句型歸納 大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Zhejiang Grace Import and Export Company516 Heshan Road, Hangzhou, ChinaSeptember 24, 2013David SmithAspire Garment Co., LtdYork House, Law

10、ton StreetLiverpool, ML32LL, EnglandSituation 16 Complaints and Claims 背景介紹背景介紹樣信欣賞樣信欣賞 寫作指南寫作指南詞匯拓展詞匯拓展Dear Mr. Smith,Re: Order No. 123Your letter of Sep. 23 has received our attention. We are surprised at your sudden cancellation of your Order No. 123.As you know, we started to manufacture the goo

11、ds as soon as we received your order. We even declined several orders from other clients to meet your demand . Now we have already booked the shipping space and all the goods are ready for delivery. If you cancel the order, we will suffer a great loss.句型歸納句型歸納 大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士背景介紹背景介紹樣信欣賞

12、樣信欣賞 寫作指南寫作指南詞匯拓展詞匯拓展In view of our friendly business relations in the past and long-term cooperation in future, we strongly insist that you withdraw your cancellation of Order No.123 at once so that our contract wont be breached .We hope we can settle this matter in an amicable way. Your early repl

13、y will be much appreciated.Yours faithfully,Lin NaExport Manager Assistant句型歸納句型歸納 大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士translationSituation 16 Complaints and Claims Situation 16 Complaints and Claims Language Points of Letter 1Note 1背景介紹背景介紹your sudden cancellation of your Order No. 123 你們突然取消123號訂單 “cancell

14、ation of your order”是 “cancel your order”的名詞形式。取消撤銷訂單還可以這樣表示：withdraw an order, revoke an order句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試詞匯拓展詞匯拓展挑戰自我挑戰自我Situation 16 Complaints and Claims Language Points of Letter 1Note 2詞匯拓展詞匯拓展背景介紹背景介紹 declined several orders 拒絕訂單 decline有婉拒的意思，和refuse比較，語氣比較委婉。句型歸納句型歸納樣信欣

15、賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims Language Points of Letter 1Note 3詞匯拓展詞匯拓展背景介紹背景介紹 your demand can be met 滿足你方的需求，此處是被動的用法。meet和demand, request, requirement搭配使用表示“滿足需求”的含義；meet和satisfaction搭配表示“令人滿意”的含義。e.g. If you are in a position to meet our requirement,

16、 we will place a large order with you. 如果你們能滿足我們的需求，我們將向你們下大宗訂單。 We regret to inform you that we are not in a position to meet your request at this moment. 很抱歉目前我們無法滿足你們的需求。 We hope they will arrive in time and meet your satisfaction. 希望它們能及時到達并使你們滿意。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿

17、小貼士Situation 16 Complaints and Claims Language Points of Letter 1Note 4詞匯拓展詞匯拓展背景介紹背景介紹 suffer a great loss 蒙受巨大的損失句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims Language Points of Letter 1Note 5詞匯拓展詞匯拓展背景介紹背景介紹 withdraw your cancellation of Order No.123 撤回對12

18、3號訂 單的取消 breach the contract 違反合同句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims Language Points of Letter 1Note 6詞匯拓展詞匯拓展背景介紹背景介紹 amicable adj. 原指“友好的，友善的，和睦的”，這里可以理解為“令人滿意的”。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claim

19、s 詞匯拓展詞匯拓展背景介紹背景介紹Specimen Letter 2：Claiming for Inferior QualityTask: It is found that there is considerable color difference between the handbags received and the samples. Therefore, Nancy Brown, the Import Director of Ramada Leather Co., Ltd., is writing to Grace Import and Export Company to comp

20、lain about it. Ramada皮具有限公司發現收到的手提包與樣品有較大的色差。皮具有限公司發現收到的手提包與樣品有較大的色差。進口部經理進口部經理Nancy Brown正在寫信向格雷斯進出口有限公司投訴此正在寫信向格雷斯進出口有限公司投訴此事。事。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹 Ramada Leather Co., Ltd.230 West 600 SouthSalt Lake City, Utah 841

21、01, U.S.A.September 25, 2013Wang YupengImport DepartmentZhejiang Grace Import and Export Company516 Heshan Road, Hangzhou, China句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹Dear Mr. Wang,Re: Handbags Art. No. H-106 under Order No. 123We have

22、taken delivery of the shipment of 2000 pieces of Handbags No. H-106 under our Order No. 123 .Thank you for your punctual execution of this order.After unpacking the goods, we are surprised and disappointed to find that 20% of the handbags do not match the samples in color. The color difference is so

23、 prominent that our customers have refused to accept these items in question.句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹Therefore we have no choice but to ask you to replace them with new ones whose color is consistent with the samples you

24、sent us and repay us the inspection fee of 215 as well. Enclosed you will find a copy of the covering inspection certificate from a local surveyor in support of our claim, and a debit note for the inspection fee. We look forward to receiving your early explanation of this discrepancy.Yours faithfull

25、y,Nancy BrownImport Director句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士translationSituation 16 Complaints and Claims Language Points of Letter 2 unpack the goods 打開貨物包裝 20% of the handbags do not match the samples you sent us in color. 20%的手提包顏色和你方發來的樣品不符。Note 1詞匯拓展詞匯拓展背景介紹背景介紹句型歸納句型歸納樣信欣賞樣

26、信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims Language Points of Letter 2color difference；color aberration; color deviation; color shading都能表示“色差”的意思Note 2詞匯拓展詞匯拓展背景介紹背景介紹句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims Language Point

27、s of Letter 2 in question 被談論著的，考慮之中的e.g. The loss in question was beyond the coverage granted by us. 該損失不包括在我方承保的范圍內。 we are very sorry to advise that the goods in question cannot be ready before the end of May 2005,because of some delay on the part of our manufacturers. 我們非常抱歉的奉告，由于廠商的延誤，該貨無法在2005

28、年5月底之前備妥。 Note 3詞匯拓展詞匯拓展背景介紹背景介紹句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims Language Points of Letter 2 Therefore we have no choice but to 因此我們不得不我們只能做某事 也可以用cannot but來表示同樣的含義，但注意此時后面的動詞要使用不帶to的不定式。e.g. We cannot but lodge a claim with you for US $ 3,000 o

29、n the short-delivered 300 kilograms of tea. 我方不得不向貴方就少運的300公斤茶葉提出3000美元的索賠。 We have no choice but to fine a claim on you, which we hope will receive your prompt attention. 我方只能向貴方提出索賠，希望你們能馬上關注此事。Note 4詞匯拓展詞匯拓展背景介紹背景介紹句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Cl

30、aims Language Points of Letter 2Note 5詞匯拓展詞匯拓展背景介紹背景介紹 be consistent with 與一致 conform to 與相符 be in conformity with 與符合e.g. After inspection the goods shipped are found not in conformity with the sample you sent to us. 對運來的貨物進行檢驗后發現，它們與貴方以前寄給我們的樣品不符。 We found some points that dont conform the terms i

31、n the S/C, and would therefore request you to make the following amendments. 我們發現有幾處與銷售合同條款不符，因此要求你方做出如下修改。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims Language Points of Letter 2Note 6詞匯拓展詞匯拓展背景介紹背景介紹 inspection fee 檢驗費 inspection certificate 檢驗證書 surveyor

32、檢驗員，鑒定人；公證行 in support of 支持，證明是正確的 debit note 付款通知單句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims Language Points of Letter 2Note 7詞匯拓展詞匯拓展背景介紹背景介紹 claim n.&v. 索賠 claim常與動詞make, lodge, file, raise等搭配使用。向誰索賠，介詞用against, with, 或on；為什么索賠，介詞用for或者on account o

33、f；對什么貨物提出索賠，介詞用on或者against。 e.g. We have filed a claim on that trading company for the short weight. 由于貨物短重，我們向那家貿易公司提出了索賠。 They submitted a claim against this cargo on account of inferior quality. 他們就這批貨的質量問題提出了索賠。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claim

34、s 詞匯拓展詞匯拓展背景介紹背景介紹Specimen Letter 3：Complaining About Wrong DeliveryTask: Jack Simpson is the Purchasing Manager of South Bay Sportswear Company. He is writing to Zhejiang Grace Import and Export Company complaining about wrong delivery of the goods. Jack Simpson是是South Bay運動服飾有限公司的采購部經理，運動服飾有限公司的采購

35、部經理，他正寫信給格雷斯進出口公司投訴他們發錯了訂單。他正寫信給格雷斯進出口公司投訴他們發錯了訂單。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹 South Bay Sportswear Company3330 Figueroa Street Los Angeles, U.S.A.September 16, 2013Zhang MingExport DepartmentZhejiang Grace Import and Export

36、Company516 Heshan Road, Hangzhou, China句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹Dear Mr. Zhang,Re: Order No. 123Thank you for your prompt delivery of the goods under our Order No. 123. But we regret to inform you that the goods in Case No

37、. 10 are not what we ordered. We presume that a mistake must have occurred and this case is for another order.We need the articles to complete deliveries to our own customers, so we must ask you to arrange for the dispatch of the right goods immediately. Enclosed is a list of the goods in Case No. 1

38、0 and the copy of your Packing List.句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹We are holding the above-mentioned case at your disposal and please let us know what you wish us to do with it. We are looking forward to your early reply.Yours

39、sincerely,Jack SimpsonPurchasing Manager句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士translationSituation 16 Complaints and Claims Language Points of Letter 3Note 1詞匯拓展詞匯拓展背景介紹背景介紹presume vt. 認為，假定，推測 此處使用presume，使語氣變得比較緩和，減少了譴責的對方的感覺。試比較下列句子的語氣：e.g. We presume that there must be some reasons

40、 for your having trouble with this article 我們想，一定是有什么原因導致該產品除了問題。 We cannot understand why you have had trouble with this article 我們不明白為什么該產品會出問題。 很顯然，第一個句子更加符合函電書寫的禮貌原則。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims Language Points of Letter 3Note 2詞匯拓展詞匯拓展背景

41、介紹背景介紹 hold在此處解釋為保管 at ones disposal 供任意使用，可自行支配 在本句中不宜直譯，可以理解為“替你方保管貨物”。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims Writing Tutorial 詞匯拓展詞匯拓展背景介紹背景介紹Being timely is the first principle of making a complaint or claim. It is usually stipulated in a contract

42、that a claim should be made within a certain time limit or it will be viewed as invalid. 做出投訴或索賠時，及時是第一原則。因為合同中一般都會規做出投訴或索賠時，及時是第一原則。因為合同中一般都會規定索賠的有效期，超出該期限，索賠會被視為無效。定索賠的有效期，超出該期限，索賠會被視為無效。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹Another

43、principle for such a letter is to be specific and definite. The writer should state clearly the number of the order and the contract, his damage or losses, the reason why the recipient should be responsible, and the proposed settlement as well. And it is also important to provide evidence for the cl

44、aim. 具體、明確是這類信件寫作的另一個重要原則。寫信時要清楚具體、明確是這類信件寫作的另一個重要原則。寫信時要清楚地說明訂單號、合同號、受損情況、收信人應該負責的原因，還有地說明訂單號、合同號、受損情況、收信人應該負責的原因，還有建議如何解決此事。給出索賠的證據同樣重要。建議如何解決此事。給出索賠的證據同樣重要。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹Besides, remember to remain diplomatic

45、 and courteous while writing your letter. No matter how justified your complaint may be, do not allow your letter to become angry, sarcastic, or even threatening. Keep in mind that the purpose of writing this letter is to find out who should be responsible for the losses and solve the problem. Aggre

46、ssive or insulting words do not help to get things settled. They can only adversely affect the development of business between the two parties involved. 此外，寫信時要始終保持禮貌得體。不管你投訴的理由是多么此外，寫信時要始終保持禮貌得體。不管你投訴的理由是多么充分，也不要在信里顯出憤怒、尖刻甚至威脅的語氣。記住寫信投充分，也不要在信里顯出憤怒、尖刻甚至威脅的語氣。記住寫信投訴或索賠的目的是找出應該為損失負責的人并且解決問題。爭強好訴或索賠的目

47、的是找出應該為損失負責的人并且解決問題。爭強好勝、出言不遜對解決問題毫無幫助，反而只會影響雙方業務的進展。勝、出言不遜對解決問題毫無幫助，反而只會影響雙方業務的進展。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹A letter of complaint or claim generally consists of the following:投訴和索賠信件的結構如下：投訴和索賠信件的結構如下：Expressing regret for

48、 the need to complain or claim;Stating the reason for the complaint or claim;Indicating the losses or inconvenience caused;Proposing how to settle the claim;Expressing your expectation.為提出投訴或索賠表示遺憾；說明投訴或索賠的原因；說明由此造成的損失或不便；提出解決問題的具體辦法；提出期望句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation

49、16 Complaints and Claims Vocabulary Builder詞匯拓展詞匯拓展背景介紹背景介紹complainv. 抱怨，申訴，投訴抱怨，申訴，投訴complaintn. 抱怨，申訴，投訴抱怨，申訴，投訴complain to sb. about/of sth.向某人抱怨某事向某人抱怨某事make/have/report a complaint with/against sb. on sth.向某人抱怨某事向某人抱怨某事repeat the complaint about重復對某事的抱怨重復對某事的抱怨receive a complaint on 收到關于某事的申訴收到

50、關于某事的申訴reason/cause for complaint抱怨的原因抱怨的原因句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹claimn. v. 索賠索賠bring up/enter/file/issue/lay/lodge/make/place/put in/raise/register/render/set up/submit/ a claim with/against/on/upon sb. for sth.因因向某人提出

51、索賠向某人提出索賠accept/admit/entertain/handle a claim受理索賠受理索賠reject a claim拒絕索賠拒絕索賠settle a claim解決索賠解決索賠dismiss a claim駁回索賠駁回索賠abandon/waive/withdraw a claim放棄放棄 / 撤回索賠撤回索賠句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹be caused by; be attributed to;

52、 result from; arise from; be the result of; as a result of由由引起的引起的suffer a great loss遭受巨大損失遭受巨大損失negligent; carelessadj. 疏忽，失誤疏忽，失誤negligence; carelessnessn. 疏忽，失誤疏忽，失誤be (held) responsible for 應對應對負責任負責任bear the responsibility承擔責任承擔責任compensate for補償補償make a compensation for補償補償amicableadj. 友好的，友善的

53、友好的，友善的句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹unpackv. 打開（包裝）取出打開（包裝）取出matchv. 相同，一致相同，一致not correspond to/confirm to/agree with/in conformity with/in accordance with 與與不一致不一致color difference色差色差in question被談論著的，考慮之中的被談論著的，考慮之中的replacev

54、. 替換替換inferior quality質量差質量差short weight短重短重short shipped短裝短裝句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹short calculated少算少算short paid少付少付short established少開少開over charge多收多收wrong delivery錯發錯發late delivery遲交遲交damaged goods貨物受損貨物受損improper p

55、ackage不當包裝不當包裝rough handling野蠻搬運野蠻搬運delay in opening an L/C遲開信用證遲開信用證refuse to establish the L/C拒開信用證拒開信用證cancel an order取消訂單取消訂單句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹surveyorn. 檢驗員，鑒定人檢驗員，鑒定人survey report調查報告調查報告inspection fee; survey

56、 charge檢驗費檢驗費inspection certificate of quality品質檢驗證書品質檢驗證書inspection certificate of weight重量檢驗證書重量檢驗證書inspection certificate of quantity數量檢驗證書數量檢驗證書inspection certificate of origin產地檢驗證書產地檢驗證書inspection certificate on damaged cargo驗殘檢驗證書驗殘檢驗證書packing list裝箱單裝箱單invoice發票發票bill of lading提單提單句型歸納句型歸納樣信

57、欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims Sentence Menu詞匯拓展詞匯拓展背景介紹背景介紹1. Making complaints or claims1. 提出索賠提出索賠We inform you with regret that recently there are quite many complaints from our customers about your Mens Shirts.很遺憾地通知貴方，近來相當多的客戶抱怨貴方的男士襯衫。We have to c

58、omplain to you about the delay in shipment which has caused us much trouble.我們必須向你們投訴，裝運延遲給我們帶來了很多麻煩。We regret to have to complain about the late delivery of the goods under our Order No. 123.很遺憾，我們必須向你方投訴123號訂單貨物的發貨延遲。This being the case, we have to lodge a complaint against you for the inferior qu

59、ality.既然如此，我們不得不就質量低劣問題向貴方投訴。After examining the curtain materials supplied to our Order No.234, we must express our disappointment at their quality.經過對你方向我方234號訂單所供應的窗簾布料的檢驗，我們必須表達對其質量的失望。句型歸納句型歸納樣信欣賞樣信欣賞 寫作指南寫作指南大膽嘗試大膽嘗試挑戰自我挑戰自我 外貿小貼士外貿小貼士Situation 16 Complaints and Claims 詞匯拓展詞匯拓展背景介紹背景介紹2. Expla

60、ining the reasons for the complaint or claim2. 說明投訴或索賠的原因說明投訴或索賠的原因After checking the goods against your invoice, we discovered a considerable shortage in number.經過對照發票查對之后，發現數量少了很多。We are very much surprised at the news that 12 pieces of Furs were found missing without the cases showing any sign of bei