Transcript English Business Correspondence

English for Business Communication
DLVTC XU MEIRONG
English for Business Communication
Third Edition
Xu Meirong
from Department of Int’l Business
Communication of
Dalian Vocational & Technical Collage
Learning Objectives
1. Be able to write letters of complaints
2. Be able to write letters of settling complaints
3. Be able to write letters of claims
4. Be able to write letters of settling claims
 Main & Difficult Points





Make Complaints
Settle Complaints
Make Claims
Four Ways of Settling claims
Declining claims
Key Words & Expressions
complain complaint claim damage incur
suffer survey report CIB CIQ dispute
compensate compensation inspect inspection
Key Words & Expressions
⊙ identifying the reference of the letter
a. We duly received the documents and took
delivery of the goods on arrival of S.S. Peace at
Dalian.
b. We thank you for your prompt execution of the
order.
c. With reference to the arrival of the captioned
goods ex. s.s. Flying Fish.
d. We learn from your letter of 12 this month that
two cases of the goods under Order No.123
arrived in an unsatisfactory condition.
Key Words & Expressions
⊙stating the problems and giving the evidence, if any
a. We have received the 500 cases of sugar you dispatched ,
but it is regret that upon examination, 25 of them were
found in a damaged condition, which was obviously
attributed to improper packing.
b. When unpacking the cases we found that the contents do
not match your packing list. Please look into the matter
and give us an immediate reply.
c. After comparing the goods you delivered with the sample,
we found that the color and size are not the same.
d. We are surprised to find the quality of the goods we
received is inferior to the sample.
e. We regret to say that you have delivered the wrong goods
to us.
f. We regret to inform you that upon examination by
Key Words & Expressions
⊙ asking for compensations/ accept or reject claims
a. The buyers have raised a claim on the goods for the
amount of US$10.000.
b. We are lodging a claim with you for all the losses on the
goods for the amount of US$2,2997.
c. We have to file a claim against you on the shipment for
short weight for US$ 534.
d. We have received the 30 cases of Black Tea you sent us,
but regret to say that on examination, eight of them
were found in a badly damaged condition. This was
apparently attributable to faulty packing.
e. If we are to dispose of the goods on our side we must cut
the price at least 15%.
Key Words & Expressions
⊙ endings
a. Your prompt attention to the above will be
highly appreciated.
b. We sincere hope this matter will not affect our
future business.
c. In the spirit of goodwill and friendship we agree
to accept all your claims.
d. Your claim should be supported by sufficient
evidence.
e. Please give our claim your most favorable
consideration and let us have your settlement at
an early date.
Task 1

Warming-up Discussion
 Suppose you are China National Garments Imp.
& Exp. Corporation, and have signed S/C with
the buyer (Fashion Trading Company in U.K.)
on CIF terms covering 3,000 dozen of Silk
Blouses. After your execution of the S/C, you
receive a letter from your buyer as follows, and
how will you reply to your buyer?
Specimen Letters for Analysis (1-1)
 Language Points
1. take/make delivery 提/ 交货
2. appear v. 似乎；（在外贸英语中常常表达委婉之意）
appear to be correct 似乎正确
Your turn
你方似乎误解了我们的意图。
You appear to have misunderstood our intention.
There appears to have been a mistake.
其中似乎有错。
 Language Points
3.
claim n. / v.
索赔
 claim for damage (poor packing)
因破损（包装不良）提出索赔
 claim a compensation of the shipment from somebody
for something claim on / against somebody
向…提出索赔
 lodge a claim against somebody for short-weight on
something
因货物短重而向…提出索赔
 Language Points
 accept a claim
接受索赔
 settle a claim
解决索赔
 entertain a claim
受理索赔
 admit a claim
同意索赔
 dismiss a claim
驳回索赔
 reject a claim
拒绝索赔
 relinquish a claim
撤回索赔
 Language Points
waive a claim
withdraw a claim
claim on account of damage
claim for damage
claim for financial loss
放弃索赔
撤回索赔
因损坏而索赔
由于损坏而索赔
要求经济损失的诉权
 Language Points
claim for inferior quality
因质量低劣而索
赔
 claim for payment
要求付款的诉权
 claim for proceeds
要求赔偿货款
 claim for short delivery
因短装而索赔

 Language Points
Your turn
1) 因短重买方对这批货物提出人民币一千三百元的索赔。
Buyers have lodged a claim on this shipment for
RMB￥1,300 for short weight.
2) 你方为我订单提供的货物质量与双方同意的规格不符。
因此，我们须向你方提出索赔，金额为一万五千八百美
元。
The quality of your shipment for our order is not in
conformity with the agreed specifications. We must
therefore lodge a claim against you for the amount of
$15,800.
 Language Points
3)
The evidence you have provided is inadequate, therefore,
we cannot consider your claim as requested.
你方提供的证据不充分，因此我方不能考虑你方的索
赔要求。
4) 关于你方产品质量低劣的问题，我方要求你方赔偿一万
五千美元。
As regards inferior quality of your goods, we claim a
compensation of $15,000.
5) 由于你方未能按时交货，我方将向你方提出由此而遭受
的全部损失的索赔。
We shall lodge a claim for all the losses incurred as a
consequence of your failure to ship our order in time.
 Language Points
4. presume
v. 认定，假想，猜测
5. at your disposal 由你处置， 由你处理
 Chinese version of Letter 1-1
执事先生：
事由：关于我方第123号订单的3000打真丝衬衫
感谢你方对上述订单的迅速履行。似乎所有的货物都正确无误
且表面状况良好，88号箱子除外。
令人感到遗憾的是当我们打开这个箱子，发现里面装的是男式
睡衣，我们只能猜想这是错装，箱内货物应属另一订单。随函附上
该箱货物清单，请与我方订单及你方发票副本核对。
如你所知，我们必须将全部货物交付给我客户。鉴于这种情况，
我们别无他法，只能要求你方立即更换错发货物。
同时，我们将保存上述箱子，听候你方处理。
你方对此事件的迅速办理将不胜感激。
谨呈，
Specimen Letters for Analysis (1-2)
Writing Steps for reference
1. identifying the reference of the letter
2. investigating the matter and stating your
solution or suggestion
3. making apologies
 Language Points
1. Consignment
委托 ；寄售（的货物）
consignment note 寄信通知书，发货通知书
consignment trade 寄售贸易
The period of consignment 寄售（托销）期
These suit your consignment well.
这很适合你的船货。
The consignment have still not arrive.
拖运物品仍未到达。
 Language Points
2. settlement n.
settle v.
解决；清偿
解决；清偿
settlement by amicable arrangement 以友好的办法解决
以仲裁方式解决
settlement by arbitration
结清余额
settlement of balance
settlement of claims
解决索赔
settlement of loss
偿付损失
settlement of claim
理赔
settlement of exchange
结汇
 Language Points
Your turn
这个问题已经解决了。
The question has been settled.
Please settle this long outstanding account without
further delay.
请清偿这笔长期未清的账目，勿再拖延。
我们附上支票一纸清偿所欠全部佣金。
We enclose a check in settlement of all
commissions owing.
 Language Points
3.go into the matter === look into the matter 调查事件
4. through a confusion of numbers 由于号码混淆
 Chinese version of Letter 1- 2
执事先生：
感谢你方6月6日来函，我方很高兴得知货物及时到达。令我方
很遗憾的是，我们听说第88号箱子非你方所订货物。
经过调查，我们发现由于号码的混淆，确实是在包装过程出现
了错误。现在我们已将正确货物航寄你方，相关单证一旦缮制完毕
将立即寄给你方。
今早我们已将此意传真你方。
请将88号箱子及所装货物代为保存，等候世界运输公司在你地
的代理人前去领取。该公司是我方的运输代理行，我们已委托该公
司代为办理。
对上述差错给你方带来麻烦，请接受我方的道歉。
谨呈，
Task 2

Warming-up Discussion
 Suppose you are China National Garments Imp.
& Exp. Corporation, and have signed Purchase
contract with the seller (Fashion Trading
Company in U.K.) covering 5,000 dozen Tshirts. After you took delivery of the goods
upon arrival at the port of destination, you
found 18 dozen short-delivered. what will you
write to the seller?
Writing Steps for reference

1.identifying the reference of the letter
 2. stating the problems and giving the
evidence
 3.making claims
 4.expressing your expectation
Specimen Letters for Analysis (2-1)
 Language Points
1. short-delivered adj. 短交
2. tampered with phr. 故意损坏，擅自篡改，动了手脚
3. short-shipped adj. 短装
4.make up弥补，补齐，补足，包装
1) 我们将全力弥补经济损失。
We will do all we can do ro make up the economic losses.
2) 请你方补齐短装的几箱货。
You’re requested to make up the boxes short-delivered.
 Chinese version of Letter 2- 1
执事先生：
事由:你方359销售合同项下的5000打T恤
我方愿意告知你方上述货物已于5月10日到达我港。感谢你方在及
时交付货物方面的密切合作。
不幸的是，检验货物时发现T恤短交了18打。纸箱表面状况良好，
似乎也没有故意破坏的痕迹，令我们吃惊的是你们一定是短装了。
随函附上所交付货物数量清单和大连商品检验局开具的检验报告，
请与我方订单及你方发票副本核对。
因为我们早已承诺我方客户交付全部5000打T恤以赶上销售旺
季。如若能立即发运短交的货物以补齐我方所订购数量，我们将不
胜感激。
期待你方利好消息。
谨呈，
Specimen Letters for Analysis (2-2)
 Language Points
1. account for ph. 解释；说明…的原因
1) 他不能解释旷课的原因。
He could not account for his absence
from school.
2) 我们无法解释延迟装运的原因。
We cannot account for the delay in
shipment.
 Chinese version of Letter 2-2
执事先生：
你方第359号合同的T恤
收到你方5月22日来信及随函附件，在信中你方就“太空”轮运
去的货物短交而提出索赔。
经认真调查，我们发现T恤在装船时经过适当包装的。我们实在
无法解释你方抱怨的原因。然而，鉴于货物抵达大连时是由大连商
品检验局检验的，我们别无选择只好如数接受你方的索赔。
因此，我们昨天已将18打T恤发运。随函附上相关装运单据。
对给你方造成的不便深表歉意，并真诚希望这不要影响我们双
方未来的贸易关系。
谨呈，
Specimen Letters for Self-Study
Letter 3
 Language Points
1. per prep.
走”)
 ex. prep.
由…装运走 (从出口商的角度上是“运
由…装运来 (从进口商的角度 )
1) We have shipped the 100 tons of wool per S.S“Rose ”.
我们已将100吨羊毛由玫瑰轮运走。
2) 我们已收到了由玫瑰轮运来的100吨羊毛。
We have received the shipment of 100 tons of wool ex
S.S“Rose”.
 Language Points
2. discharge v. n.
卸货；履行
 discharge cargo from a ship
从船上卸下货物
 discharge a ship of the cargo
把货卸下船
 discharge sb from an obligation 免除某人的义务
 discharge one’s duty
履行职责
 discharge oneself of one’s duty
履行职责
 Language Points



discharge one’s debt
discharge receipt
port of discharge
清偿债务
卸货收据
卸 货 港
Your turn
1) 他们在纽约港卸的货。
They discharged the cargo at New York.
 Language Points
2) 烟雾从烟囱排除。
The chimney discharges smoke.
3) The boss discharged him because of habitual
absenteeism.
因为他习惯性旷工，老板解雇了他。
4) 法官认为他无罪而释放了他。
The judge found him not guilty and
discharged him.
 Language Points
3. short-weight n.
短重
 short delivery n.
短交；缺交
 short shipment n.
短装；装载不足
 short-calculated adj.
少算的
 short-delivered adj.
短交；缺交
 short-established adj. 少开
 short-invoiced adj.
发票少开
 short-landed adj.
短卸
 short-opened adj.
少开
 short-paid adj.
少付
 short-shipped adj.
短装
 Language Points
1) 由于短重五吨，我们必须向你们提出索
赔。
We have to lodge a claim against you for a shortweight of 5 tons.
2) 提货后发现货物短交一百三十磅。
After took delivery of the goods, we find a short delivery
of 1301bs in weight.
3) 本次订货的佣金少算了。
Our commission on this order is short-calculated.
 Language Points
4) The short-delivered goods you alleged might have
occurred during transit, and that is a matter over which
we cannot exercise control.
你方提出的货物短交问题，可能发生在运输途中，而这
是我方无法控制的。
5) 你方信用证少开了一百二十五美元。
Your L/C is short-opened to the amount of
$125.
 Language Points
4. Inspection Certificate n.
 Survey Report
检验证明
检验报告
 Survey Report on Examination of Damage or Shortage 检验
残损证明书
 Survey Report on Inspection of Tank Hold
书
船舱鉴定证明
 Survey Report on Quality
品质鉴定证明书
 Survey Report of Weight
重量鉴定证明书
5. Statement of Claim 索赔清单
6. settlement n.
 settle v.
解决；清偿
解决；清偿
 Chinese version of Letter 3
执事先生：
兹谈及我方2001年三月十七日函关于第AB0109号合同项下的大
米由“蓝天”轮装来。货物在大连卸货后，我们发现短重1357磅。
因此，我们现向你方提出索赔如下：
索赔号
索赔原因
索赔金额
DL01
短重
1,368.60 美元
DL02
质量不良
1,532.31 美元
索赔总额计 2,900.91 美元
为我方索赔提供依据，现寄给你方第DCIB01011和DCIB01012检
验证书各一份以及我方金额计2,900.91美元的索赔清单。
请对我方索赔予以认真考虑并早日理赔。
谨呈，
Specimen Letters for Self-Study
Letter 4
 Language Points
1. at the time of loading
load v.
unload v.
装货时
装货
卸货
port of loading = port of shipment
装货港
port of unloading = port of discharging
卸货港
loading rate 装运效率
 Language Points
2. up to standard
符合标准
3. negligence n. 疏忽，粗心大意
4. Dalian Commodity Inspection Bureau
局
大连商品检验
 China Commodity Inspection Bureau 中国商
品检验局
 Language Points
5. tender v.
提供
Your turn
他们要求我们提供必要的证件以支持你方的索赔。
They required us to tender the necessary documents in
support of your claim.
6. in full and final （作为）最终全部地
 Language Points
7. take all possible steps
采取一切可能的步骤
 take all effective measures
 take all necessary precautions
采取一切有效措施
采取一切必要措施
8. recurrence n. 再发生
这样的疏忽倘若再发生，可能有损双方的友好贸易关系。
A recurrence of such an oversight could impair our
amicable relations.
 Chinese version of Letter 4
执事先生：
关于第AB0109号合同项下的大米
你方三月二十二日来函及附件收悉。信中对“蓝天轮”所运
大米的重量短少和质量低劣提出了索赔。
经认真调查，我们发现大米在装船时经过一定的过磅，质量
也合乎标准。我们实在无法解释你方抱怨的原因。然而，鉴于大
米抵达大连时是由大连商品检验局检验的，我们别无选择只好如
数接受你方的索赔。
因此，我方随函附上第12345号支票一纸，金额计2,900.91美
元，作为全部、最终了结你方的DL01号和DL02号两项索赔。
对此事给你方带来的麻烦，我们深表歉意，并向你方保证，
我们将采取一切措施，避免在今后的交易中再发生类似事件。
谨呈，
Specimen Letters for Self-Study
Letter 5
 Language Points
1. insufficient packing
有缺陷的包装
improper packing
faulty packing
包装不良
poor packing
2. rough handling 野蛮装卸，粗鲁搬运
 Chinese version of Letter 5
执事先生：
事由：我方第123号订单
欣然收到了装运单据，并在“王子”号轮船抵达安特卫普时提
取了货物。对你方迅速执行该订单，深表谢意。
然而，我们遗憾地告知你方除了第8号箱有问题外，一切似乎
都是正确完好的。我们发现第8号箱子破裂，里面的几十个杯子受
损严重。
箱子和货物已经都由保险检查员检验。但是，正如你方可从随
函所附的检验报告副本中看出，保险检查员主张破损是由于包装不
良所导致，而不是由于对箱子的不当粗鲁搬运所导致的。因此，我
方不得不就我方所遭受的3000美元损失而向你方提出索赔。
期待你方对此事的早日答复。
谨呈，
附件：如信中所述
Specimen Letters for Self-Study
Letter 6
 Language Points
1.
inspection 检验
inspect v.
CIB= Commodity Inspection Bureau
CIQ= China Exit & Entry Inspection & Quarantine Bureau
 Chinese version of Letter 6
执事先生：
感谢你方5月20日来函，高兴得知货物及时交付，但非常
遗憾地从来函中获悉8号箱子破裂导致其内的几个杯子破
碎。
如你方所知，我们这种杯子销往海外市场已有多年
的历史了，而且客户对我商品的包装也非常满意。所有
出口货物在装运前都由我运输部门严格检验，每一个包
装都经过仔细检查的。上述货物在装船时状况良好，每
只箱子清楚注明“轻拿轻放”、“易碎品”以及其它必
要的小心标志。清洁提单可以说明这一点。
经过对事件的认真调查，我们推测货物的受损一定
是由运输途中或卸货时的野蛮搬运所致。
因此，你方的索赔应向船运公司或保险公司提出。
谨呈，
Intake
 Intake
I. Translate the following phrases:
短重
Short-weight
提出索赔
lodge a claim
投诉
complaint
 Intake
检验报告
Survey report
理赔
settlement of claims
商检局
Commodity Inspection Bureau
 Intake
由某人处置（理）
at one’s disposal
拒绝索赔
Decline / refuse claims
同意索赔
accept claims
中国商品检验检疫局
China Exit & Entry Inspection & Quarantine Bureau
 Intake
II. Multiple Choice:
1. The goods under Contract No.12345 left here B .
A . in a good condition
B . in good condition
C . in good conditions
D . in the good condition
2. We have lodged a claim A ABC & Co. A
goods shipped
m. v. “Peace”.
A
the quality of the
A . against, for, by
B . with, for, under
C . on, against, as per
D . to, for, per
3. As the goods are ready for shipment, weD
opened immediately.
A . hope
B . anticipate
C . await
D . expect
your L/C to be
 Intake
4. As arranged, we have effected insurance C
the invoice value C all risks.
A . of, at, with
B . for, in, against
C . on, for against
D . to, at, over
the goods C
110% of
5. The goods D shipped already if your L/C had arrived by the end of
December last.
A . would be
B . must have been
C . had been
D . would have been
6. It is important that your client C the relevant L/C not later than April
12,1999.
A . must open
B . has to open
C . open
D . opens
 Intake
7. The buyer suggested that the packing of this article A
A . be
B . was to be
C . would be
D . had to be
8. If we had a sample in hand, we
users now.
A
to negotiate business with our end-
A . would be able
B . should have
C . had been able
D . should have been able
9. Your claim for the damage is to be
improved.
B with the insurance company.
A . met
B . filed
C . satisfied
D . compensated
 Intake
10. Will you please let us know details of any lines of goods which you
think are B for your market.
A . interesting
B . suitable
C . proper
D . desirable
11. They made a
12.
D
on us for the damage.
A . communication
B . discount
C . reference
D . claim
A
your needs, please write to us with your specific inquires.
A . Should these new products suit
B . Had these new products suited
C . If these new products would suit
D . If these new products were to suit
 Intake
III．Translate the following into English:
1.顾客对你方所供应的收音机质量提出抱怨。
1. Clients lodged a claim against you on the radios supplied by you for
poor quality.
2. 检查后，我们发现这批货物与原来的样品不一样。
2. After examination, we found the goods are different from the
samples.
3. 我们不得不要求你方如数赔偿上述金额。
3. We have to make a claim against you to fully compensate for the
amount mentioned above.
 Intake
4. 根据商检局检验报告，我们现向你方就这批货物的质量提
出索赔。
4. According to the Inspection Report, we are now
lodging a claim against you for the quality of the goods .
5. 我们对上批船货的全部损失向你方提出1000 美元的索赔。
5. We lodge a claim against you for the total loss of last
shipment for $1,000.
Output
Situational Training

Suppose you, China National Garments
Imp. & Exp. Corporation Dalian
Branch ,have succeeded in pushing the
sales of your men’s shirts with New York
Trading Co. Ltd on CIF basis. But after
your execution of the S/C, the buyer
makes a complaint about quality of the
shirts you delivered not up to the samples.
What will you do with the letter?
Output
Dear Sirs,
We were surprised to note from your letter of May 18 that the
quality of our men’s shirts was found not up to the sample.
Our shirts have been exported for many years. So far we have
not had any complaint of this kind. As you know, our shirts
are subject to very strict exam by our commodity inspection
bureau before loading and are found to be of standard quality,
and enjoy a good reputation on international markets. The
goods in question are the same, the Certificate of Quality and
Clean B/L will prove that.
Therefore, in our opinion, without sufficient evidence to
support, your complaint is untenable.
We trust everything is clear to you now.
Yours faithfully,