外贸函电 7.ppt

Unit 7Complaints and adjustmentsComplaints and adjustmentsComplaints and adjustmentsComplaints and adjustmentsvTherearetwokindsofcomplaintsbeingfrequentlymadebybuyers:1.The genuine complaint,which arises from one of the following situations:a.Thewronggoodsmayhavebeensent.b.Thequalitymaynotbesatisfactory.c.Thegoodsmayhavebeendelivereddamagedorlate.d.Thepriceschargedmaybeexcessive,ornotasagreed.2.There is the complaint made by buyers who find fault with the goods as an excuse to escape from their contracts,either because they no longer want the goods or because they have found that they can get them cheaper elsewhere.Itisimportantforthesellertodistinguishthedifferentkindsofcomplaintsandfindtherightwaytosettlethem.HowtowritealetterofcomplaintvWhenmakingacomplaint,planyourletterasfollows:a.Beginbyregrettingtheneedtocomplain.b.Mentionthedateoftheorder,thedateofdeliveryandthegoodscomplainedabout.c.Stateyourreasonsforbeingdissatisfiedandaskforanexplanation.d.Refertotheinconveniencecaused.e.Suggesthowthemattershouldbeputright.Languagesummary vComplaintaboutqualityandquantityofthegoods1.The bicycles you sent us appear to be scratched/dented.2.Our buyer complained about/of the excessive moisture in the minerals.3.After checking the goods,we were greatly surprised to find that there was a shortage of 20 dozen of Girls Pants while Childrens Sweaters were oversupplied/overshipped by 10 dozen.vComplaintaboutlatedelivery1.We are sorry to say unless the goods reach us before the end of this month,we shall be forced to refuse them as they will be of no use for this seasons trade.2.We have been dealing with your company for more than three years,during which time we have been satisfied with your delivery.However,you have started to deliver later than agreed date.On two occasions,we have failed to meet our own deadlines because of your delays.vComplaintaboutpoorpacking1.Webelievethatthecasesweretoofragileandthepackingwasnotsufficientforexport.2.Thegoodswerepackedlooseinthecasewithoutsufficientpadding,thuscausingthebreakageofthearticles.vComplaintaboutinconvenienceWehavemanyadvancedorderswhichweshallnowhavetopostponebecauseofthepoorqualityofyourproducts.Thiswillcauseusagreatdealofinconvenience.vBuyersproposalforadjustment1.Weshouldbegratefulifyouwouldgiveusacompleterefundforthedefectivegoods.2.Weareholdingthegoodsatyourdisposal.Pleaseletusknowwhatyouwishtodowithit.HowtowriteareplyofcomplaintvThefirstthingthathastobedecidediswhetherthecomplaintisjustified.Ifso,thenyouhavetoadmititreadily;expressyourregretandpromisetoputmattersright.vIfthecomplaintisnotjustified,pointthisoutpolitelyandinanagreeablemanner.Itwouldbeawrongpolicytorefusetheclaimoffhand.vIfyoucannotdealwithacomplaintpromptly,acknowledgeitatonce.Explainthatyouarelookingintoitandthatyouwillsendafullreplylater.vAllcomplaintsshouldbetreatedasseriousmattersandthoroughlyinvestigated.StagingofthereplytocomplaintBegintheletterbymakingasummaryofthecomplaintStatetheactionorinvestigationyouhavemadeYourdecisionFinally,yourremedyLanguagesummaryvSellersreplytocomplaint1.Onlookingintothematterwefoundthatamistakehadbeenmadeinthepackingthroughaconfusionofnumbers.Wenowhavearrangedfortherightgoodstobedispatchedtoyouatonce.2.Wetakeallourcustomerscommentsseriously.Weshallarrangeforareplacementconsignmenttobesenttoyouimmediatelyandwouldbegratefulifyoucouldreturnthefaultyproductstous.Weshallreimbursefreightcharges.3.Weapologizeforyourtroubleandpromisetoexecuteyourfutureorderswithmaximumcareandefficiency.4.Wearearrangingtosendyou110electroniccalculatorstoreplacetheunsoldbalanceof100.Pleasereturnthemtousassoonasyoucan.Theextra10calculatorsaresenttoyouforyoutoprovidefreereplacementofanyfurthercalculatorsaboutwhichyoumayreceivecomplaints.vBuyerscomplaintisnotjustified1.Inordertomakeupforsomeoftheinconvenienceyouhavesuffered,weshouldliketoofferyouthechancetobuyournewmodelatanunbelievablelowprice.2.Thecolourdeviationexistingbetweentheproductsandthesamplesisnormalandpermissible.Therefore,thecompensationclaimedisnotpracticableLetter1:Claimforshortweight vDear Sirs vContractNo.123for1,000metrictonsofwheatvFurther to our fax of June 13 informing you that 20 sacks were found broken,we now have the Survey Report of the Beijing Commodity Inspection Bureau evidencing the short weight of 1250 kg.The report indicates that the broken sacks were due to improper packing for which the supplier is responsible.On the basis of the Survey Report,we register our claim with you as follows:Short delivered quantityUSD Survey charges USD Total amount of claim USDvWe are enclosing Survey Report No.993 and are looking forward to your settlement as soon as possible.vYours faithfully1.short：adj.vshortweight:n.短重，重量不足短重，重量不足Theylodgeaclaimagainstusforshortweightonthegoodsdelivered.Itisestimatedthatthereisashortweightof60kgintheshipment.Wearewaitingforthesurveyreport.vshort-deliver:vt.Thegoodsareshort-deliveredby100kg.vshort-landed:adj.短缷的，短失的短缷的，短失的vshort-landing:n.短卸短卸vshort-shipped:adj.短装的，退关的短装的，退关的2.shortage:n.vWehavejustreceivedyourL/CNo.334.WearesorrytoinformyouthatthereisashortageofUSD45intheamount.vThereporttestifiestotheshortageof1,250kgonthelandedweight.报告证明到岸重量少报告证明到岸重量少1250公斤。公斤。vshortageclaim短量索赔短量索赔vWefileaclaimwithyouforashortageof2000kgintheshipmentofchemicalfertilizershippedbyS.S.Dongfeng.register/file/lodge/raise/make/put in a claim against/with somebody for/on something 因某事向某人提出索赔因某事向某人提出索赔vWe have already raised a claim against the insurance company for$310 for damage in transit.vWe reserve our right to put in a claim against you if the missing case is not found.Letter 2vDear Sirs vWe refer to your letter of June 16 regarding the quantity of the goods delivered.vAfter investigation,it was found that some of the sacks had not been packed in sound gunny sacks as stipulated in the contract,thus resulting in the broken bags.vWe apologize for the incident and the inconvenience you have been caused.I must assure you that we shall do whatever we can to avoid this error occurring again.vWe are going to remit USD to your account with Bank of China in full settlement of your claim.vWe hope the business between our companies will develop smoothly in future.vYours faithfullyvinfullsettlementofyourclaim以支付你方索赔的全部金额以支付你方索赔的全部金额vsettlement:vWecanpromiseyoutomakearemittancewithinaweekinfullsettlementofourpurchaseofcomputers.vWhennosettlementcanbereachedthroughnegotiations,thedisputesshallbesubmittedforarbitration.vsettleuWhen an argument or problem is settled,it has been ended because an agreement has been reached.调停，解决，了解调停，解决，了解vClaims,ifany,shouldbesettledagainstthesurveyreportfromBeijingCommodityInspectionBureau.vSincethedisputecannotbesettledthroughnegotiation,weagreetosettleitbyarbitration.uIf sth.has been settled,it has been decided and arranged.决定决定We have settled the prices and quantity.Shall we discuss the mode of payment?u支付，结算支付，结算 We shall settle our accounts monthly.我们将按月结算。我们将按月结算。Specimenletter3：ClaimfordefectivegoodsDearSirsRe:DefectivegoodsunderOurOrderNo.991Wereceivedyourconsignmentof200UnitsofSmartChoiceyesterday.Oncheckingtheproducts,wearesorrytoinformyouthatthetoysinCartonsNo.7to10donotfunctionproperly.Theymaketerriblenoisewhenspeaking.Asweneedthegoodstomeettheneedofourmarket,weshouldappreciateyoursendingusthereplacementsassoonaspossible.YoursfaithfullyLetter 4vDear Sirs vWe refer to you fax dated March 3 regarding the quality of goods under your Order No.991.Thank you for bringing the matter to our attention.vWe contacted our manufacturer immediately after receiving your fax.They found that the defect was due to the problem in their quality control,which they solved at once.vWe are really sorry about this unfortunate incident.We can assure you that it will not happen again.vWe always take our customers comment seriously.With this in mind,we are more than happy to replace the faulty products.We shall arrange to have the replacements sent to you immediately.vPlease accept our apologies once again for the inconvenience.vYours faithfullyLetter 5Dear Sirs 100bundlesofHandmadeWritingPaperunderyourSalesContractNo.7789We received the above consignment yesterday.Upon its arrival,we examined the goods as stipulated in the contract.vWe are sorry to inform you that our examination shows that the drying process was not completed by hand as suggested by its name but by machine.vWe find ourselves in an awkward situation as we have already sold the article to AB Company in Osaka.They will not accept the goods that do not conform to the description.vWe should like you to refund us the money.Alternatively,we should be prepared to accept a new lot of Handmade Writing Paper in strict conformity with the description of the contract.vWe are looking forward to hearing from you soon.vYours faithfullyrefund We are sending you a check to cover a refund of the amount overcharged.The shipping company will give you a refund of freight if the goods are lost.The medical expenses will be refunded.letter6vDearSirsvThankyouforyourletterofApril10regardingthequalityofHandmadeWritingPaperunderourSalesContractNo.7789.vWeunderstandyouwereoftheopinionthatthewritingpaperwasnotcompletelyhandmadeassuggestedbyitsname.However,ifyouconsiderthecasefurther,youwillseethatthedryingprocessbymachinehasnotchangedtheuniquefeaturesofHandmadeWritingPaperbutisactuallytheimprovementvofourproduct.Inaddition,thisisnotthesalebydescriptionbutthesalebysample.Mr.Esaki,therepresentativeofyourcompany,examinedthesampleofourproductbeforehesignedthecontractandwasawareoftheworkmanship.Thewritingpaperunderthecontractwasmadethesamewayasoursample.vWeregretwecannotgiveyoutherefundnorsendyouanewconsignmentaswenolongerproducethewritingpaperthewayyourequire.However,wefeelstronglythatyoursatisfactionisourtoppriority.Inordertohelpyoufulfilthecontractwithyourbuyer,wearepreparedtoallowyou5%rebate.vPleaseletusknowassoonasyoucanifthisarrangementisacceptabletoyou.vYoursfaithfullyvrebate vrebatecommission回扣费回扣费vexportrebate出口退税出口退税vThetotalrebateispaidinonesumafterthelapseof3months.v回扣总额将于三个月后一次性支付。回扣总额将于三个月后一次性支付。vrebate,discount,refund Rebate is an allowance or deduction given after a transaction is entered into,whereas discount is given before the transaction.Rebate is also different from refund,which is the amount of money returned to you because you have paid too much money or have returned the goods to the shop.ExercisesvTranslatethefollowingsentencesintoEnglish:1.关于关于7月月8日所订拖拉机迟交一事日所订拖拉机迟交一事,很遗憾很遗憾,我们我们不得不抱怨。不得不抱怨。虽然虽然,你们保证在你们保证在9月中交货月中交货,但但直到本周我们才收到定货直到本周我们才收到定货,你方知道我们是在你方知道我们是在你方保证的基础上才向你们订购的。你方保证的基础上才向你们订购的。2.由于你方提出的异议与我们试验的结果不一致，由于你方提出的异议与我们试验的结果不一致，因此要求你方作另一次检查，以便证明是否有因此要求你方作另一次检查，以便证明是否有理由提出索赔。理由提出索赔。3.3.继续延误解决这一索赔案件定将继续延误解决这一索赔案件定将严重影响你方信誉严重影响你方信誉,因此因此,你方必须你方必须立即改正错误。立即改正错误。4.4.由于厂方有许多累积的定货需要由于厂方有许多累积的定货需要赶制，我们目前难以增加供应。赶制，我们目前难以增加供应。vFillinblanksv1.We received 500 cases of Beef Luncheon Meat _ Sales Contract 125 shipped _ S.S Captain yesterday.On taking delivery _ the goods,we found 5 cases _.Please look _ the matter and make up the _ 5 cases together with the shipment _ Sales Contract 126.v2.The B/L _ the goods were loaded _ board the ship at the port of shipment.We have to point out we are not responsible _ the shortage.We suggest you _ a claim _ the shipping company.v3.We traced the problem and found the leakage was caused _ rough handling.Please file your claim against the insurance company as we have insured the goods _ the Risk of Leakage.v4.The 200 electronic clocks under your Sales Contract No.566 arrived today.On unpacking the container we found the goods were short-delivered _ 15 pieces.Please send us the _ goods immediately as our clients are impatient to take _ _ shipment.v5.We are sorry to learn that 4 out of 20 cases shipped against your Order No.111 arrived _ a badly damaged _.v6.Thank you for sending us the sample of inferior goods _ our examination.We have passed it _ the manufacturers _ inspection.vTranslate the following letter into English:从你方从你方9月月20日来信得悉，我们装运你方定单日来信得悉，我们装运你方定单43号的货物中，有一箱到达时损坏情况十分号的货物中，有一箱到达时损坏情况十分严重。查这批货物系用牢固的新木箱包装，严重。查这批货物系用牢固的新木箱包装，适合长途海运，我们只得断定，你们没有留适合长途海运，我们只得断定，你们没有留心把这箱货物贮存好。心把这箱货物贮存好。在收到你们来信之后，我们立即请了你地的一在收到你们来信之后，我们立即请了你地的一位公证人会同你方职员前往现场去检查那箱位公证人会同你方职员前往现场去检查那箱损坏的货物。损坏的货物。10月月3日该公证人来了一份检验日该公证人来了一份检验报告说，就所见的情况而论，正在谈及的那报告说，就所见的情况而论，正在谈及的那箱货物要么是放在外面给大雨淋过，要么就箱货物要么是放在外面给大雨淋过，要么就曾掉进水里，你们那位职员公正、友好，他曾掉进水里，你们那位职员公正、友好，他看了以后承认情况属实。看了以后承认情况属实。我们接着又叫运输部门进一步研究此事，经与我们接着又叫运输部门进一步研究此事，经与船公司联系，船公司说，整批货物到达情况船公司联系，船公司说，整批货物到达情况良好，他们可以肯定损坏是在货物到了你们良好，他们可以肯定损坏是在货物到了你们手中以后这段时间里发生的。在此情况下，手中以后这段时间里发生的。在此情况下，我们不得不遗憾地说，对这一损坏我们难以我们不得不遗憾地说，对这一损坏我们难以承担责任。承担责任。我们知道这只箱子里装有我们针织机的某些重我们知道这只箱子里装有我们针织机的某些重要部件，机器没有这些部件就不会运转。因要部件，机器没有这些部件就不会运转。因此你若认为需要的话，我们将乐于按发票价此你若认为需要的话，我们将乐于按发票价格着手再供一批同样的部件，并尽最大努力格着手再供一批同样的部件，并尽最大努力在两星期内交货。在两星期内交货。等候你们的答复。等候你们的答复。vDear sirsvWe learn from your letter of September 20 that one case of our shipment under your Order No.43 arrived in a badly damaged condition.As the goods were packed in new strong wooden cases suitable for long distance ocean transportation,we can only conclude that the case has been stored and handled carelessly.vOn receipt of your letter we immediately appointed a surveyor at your end to inspect the damaged case with oneof your staff members on the spot where the case was lying.On October 3 came the surveyors report stating that to all appearance the case in question had been either left out in a heavy shower of rain,or else dropped into some water,and your staff member being impartial and friendly,on seeing the condition,admitted that it was the case.vWe then instructed our forwarding department to further investigate the matterThe carrier has been communicated with,and informed us that the whole shipment arrived in good condition.They can be certain that the damage occurred during the time the goods were in your hands.In such circumstances,we regret having to say that we are not liable for the damage.vAs we know,that case contains some important spare parts of our knitting machines,without which the machines will not work,we shall therefore be pleased toput in hand a repeat of the supply of the spare parts at the prices invoiced if you think it necessary,and we shall do our best to deliver them to you within a fortnight.We awit your reply.Letter writingvYour buyer sent you a letter saying that one of the wooden cases of machine parts arrived in damaged condition.vYou appointed a surveyor to investigate the case.The survey report evidenced that the case was damaged by water.You also contacted the carrier who had a clean receipt showing that the consignment was delivered in good condition.vYou are willing to resend the machine parts at the price invoiced if necessary.