Chapter Twelve
Business English Letter
Complaints and Claims
投诉与索赔
公共教学科 张汉英
Tasks for This Lesson
Business English Letter
1. Reasons of Complaints and Claims
2. Words and Sentence Patterns
3. Sample Letters
4. Writing Skills and Practice
Key Points and Difficulties:
Business English Letter
Reasons of complaints
and claims
Words and Sentence
Patterns
Writing Skills of complaint
and claim letters
Write a claim letter by
yourself
Reasons of complaints and claims
Business English Letter
Most common ones
1. Inferior quality
2. Missing or shortage from the
delivery
3. Bad packing
4. Delay of shipment
Words and Sentence Patterns
Business English Letter
Words
1.complain v. 投诉，抱怨
complaint n. 投诉（名词）
complaint about sth. 投诉某事
Business English Letter
2.claim v. & n. 索赔
.lodge
.file
.raise
.make
a claim against sb. for sth.
因某事向某人提出索赔
Words and Sentence Patterns
Business English Letter
Words
3.compensation n. 赔偿
4.breakage n.破损
5.replace v.更换 replacement 换货
Business English 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
Words and Sentence Patterns
Dialogue 1
Business English Letter
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.
重点句型
Business English Letter
We feel regretful that the goods
are not in accordance with your
samples.
我们感到很遗憾，货物与贵方
样品不相符。
重点句型
Business English Letter
In view of our friendly business
relations, we are responsible
for replacing those inferior
goods.
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。
Words and Sentence Patterns
Business English Letter
Dialogue 2
A: 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.
重点句型
Business English Letter
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。
重点句型
Business English Letter
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。
Sample letter
Business English 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,
解疑
Business English Letter
per S.S. East Wind
通过东风号货轮（装运）
S.S 是 steam ship 的缩略形式，后
面接船名。
Writing Skills
Business English Letter
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。
Exercises 练习
Business English Letter
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。
Homework 课后作业
Business English Letter
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
Business English Letter
Thank you!