Chapter9Complaints,ClaimsandSettlementBusinessLetters主講：XXXIntroduction01.SpecimenLetters02.UsefulExpressions03.ContentExercises04.Chapter9Complaints,ClaimsandSettlementComplaints,ClaimsandSettlementWhendissatisfactionisexperiencedwiththeperformanceofsalescontractsininternationaltrade,lettersofcomplaint,claimandsettlementarecommonlywrittenbetweentheimportersandexporters.LearningObjectivesToknowtheessentialreasonsoflettersofcomplaintsandclaims;Toknowtheprinciplesofhandlingclaims;Tocomprehendtheessentialcontentoflettersofcomplaintsandclaims;Tomastersomerelevantandusefulexpressions.Chapter9Complaints,ClaimsandSettlementStep01Step02Acomplaintisanexpressionofdissatisfactionintheperformanceofthecontract,whilea

claimisarequestforcompensationfortheloss.Asettlementletter,inreplytoaclaim,makesclearexplanationorpromisestotakeactions.3.1IntroductionChapter9Complaints,ClaimsandSettlementItiscommonfortheimportertoexpressdissatisfactiontotheexporter.Suchlettersarecalled“complaints”.Ifsuchcomplaints

failstobedealtwithsatisfactorily,theimporterscanraise“claims”onthegoodsforcompensationfortheirlossesastheinjuredparty.Ininternationaltrade,complainsandclaimsmaysometimesoccurnomatterhowwellwehaveplannedandhowcarefullywehaveworkedtocarryoutthesalescontract,soitisveryimportantforustolearnthecomprehensionandwritingofcomplains,claimsandsettlement.9.1.1ComplaintsandClaimsChapter9Complaints,ClaimsandSettlementWhenwritinglettersofcomplaintorclaim,weshouldbeprompt,specificandcourteousandchoosethewordingcarefully.Thefollowingcontentareusuallycovered:expressionofregretwithspecificinformationoftheorder;statementoftheproblem(s);explanationofpossiblecausesoftheproblem(s);descriptionofthelossorinconveniencecausedbytheproblem(s);proposedaction(s)totakeorcompensationtomake.9.1.1ComplaintsandClaimsChapter9Complaints,ClaimsandSettlementInthelightofdifferentreasons,complaintsandclaimsgenerallyinclude(butarenotlimitedto)thefollowing:wrongdeliveryofgoods;inferiorqualityofgoods;shortdeliveryofgoods;damageofgoods;latedelivery.9.1.1ComplaintsandClaimsChapter9Complaints,ClaimsandSettlementRequirementsthatcanbemadeinlettersofclaimcanbegenerallyclassifiedinto4typesasfollows:compensationfortheloss;replacementofthewrongordefectivegoods;discountontheinvoicedcost;pricereductioninfuturedeals;refundofthepurchaseprice.9.1.1ComplaintsandClaimsChapter9Complaints,ClaimsandSettlementWhenwereceiveaclaimletter,itiscrucialtomakecarefulanddetailedinvestigationsintothemattertoidentifytherealcause(s)oftheproblemandwhoseresponsibilityitis.Onlyafterthatcanwemakecertainwhethertheclaimisjustifiedornot,anddecidebestwayofsettlement.Repliestoclaimlettersshouldfollowtheprincipleof“onthefirstground,toouradvantageandwithrestraint”.

Sincetherearebothjustifiedandunjustifiedclaims,weshouldgivepositiverepliestotheformer,andnegativerepliestothelatter,andbothshouldbedoneinaclear,courteousandfairway.9.1.2PrinciplesofHandlingClaimsChapter9Complaints,ClaimsandSettlementAcceptingaJustifiedClaimExpressourregret;Givefactualexplanationsofthereason(s);Promisetotakestepstosettlethematter;Expressoursincereapologyandourhopeforforgivenessorfurthercooperation.RejectinganUnjustifiedClaimExpressourregret;Givefactualexplanationsofthereason(s);Rejecttheclaimandexplainwhyinatactfulandcourteousway;Expressoursympathyforthelossagain.Chapter9Complaints,ClaimsandSettlementComplaintsandclaimsaboutWrongGoodsDeliveryComplaintsandClaimsforNon-conformityQualityClaimsforShortDeliveryChapter9Complaints,ClaimsandSettlement9.2SpecimenLettersCompensationNegotiationsApplicationforDeferredCompensationClaimsforPoorPackingRejectionofaClaimAcceptanceofaClaimClaimsforShortWeightApplicationforCompensationInstallmentCompensationAlternativesLetter1WrongDeliveryofKids’Boots9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementDearSirs,ThankyouforyourpromptfulfillmentofourorderNo.678of2,000SnowBoots.Thegoodsarrivedon21October.EverythingappearstobecorrectandingoodconditionexceptCaseNo.3.Onexaminingthegoods,weweresurprisedtofindthatCaseNo.3containedKids’Bootswhichwehavenotordered.Wecanonlypresumethatamistakewasmadeinassemblingtheorderandthecontentsofthiscasewereforanotherorder.Ascustomersarestillwaitingforourdeliveries,wemustaskyoutoarrangeforthedispatchofreplacementsatonce.Weattachedthecontractofourorderandpleaserechecksoonest.Inthemeantime,wearekeepingtheabove-mentionedcaseatyourdisposal,andpleaseletusknowwhatyouwishustodowithit.Yoursfaithfully,Yourssincerely,(Signature)Languagepoints：1.fulfillmentn.履行；完成e.g.Orderfulfillmentisrelativelyfastinsomeretailsettings,asproductsarepresentedandboughtatapoint-of-saleterminal,andaretakenhomebycustomersimmediatelyafterpayment.訂單的履行在一些零售環境中相對較快，因為產品在銷售點終端提供和購買，并且顧客一付款就會將產品帶回家。9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementLanguagepoints：2.in…condition處于……狀態e.g.Thegoodshavearrivedinapparentlygoodcondition.商品已運到，外觀完好。常用搭配：inperfectcondition狀態完好無損inpoorcondition狀況糟糕inadamagedcondition有損壞情況inrottencondition有發霉情況9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementLanguagepoints：3.onexamining…檢查以后，（馬上）就……on/upondoing表示“一做某事，就……”，相當于afterdoing。變體是on/upon+動作的名詞形式。e.g.Onexaminingthepaper,weregretthatwecannotentertainsuchaclaim.我方仔細查看了文件，很遺憾我方無法接受這樣的索賠。Oncomparingthegoodswereceivedwiththesamples,wefoundtheywerenotofthecolor.將收到的貨物與樣品一比較，我們就發現顏色不同。UpontheexaminationofCaseNo.1,ashortageof5M/Twasfound.1號貨箱經檢查，發現短重了50噸。9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementLanguagepoints：4.presumev.（不肯定地）認為；假定；推測e.g.Thecontractpresumesthatbothbuyersandsellersarerational.這個合同假定買賣雙方都是在理性的狀態下簽訂的。5.assemblev.裝配，組裝；收集，配齊e.g.Wehaveassembledallthematerialsyouneed.我方已配齊你方需要的所有材料。9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementLanguagepoints：6.dispatchn.發貨；發送e.g.Wehave90cartonsofgoodsreadyfordispatchtoMombasa,Kenya.我方有90箱貨品準備運往肯尼亞的蒙巴薩。常用搭配：arrangeforthedispatchofsth.安排發送某貨物其他用法：dispatchv.發出；發送7.atone’sdisposal聽候某人安排；由某人處理e.g.Shallwereturnthecaseofwronggoodstoyouorkeepitatyourdisposal?我方是退回這箱錯發的貨品？還是保留貨品由貴方來處理？9.2.1ComplaintsandClaimsaboutWrongGoodsDeliveryChapter9Complaints,ClaimsandSettlementLetter2InferiorQualityofWirelessSolarSpeakers9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementDearSir,

WearepleasedthattheshipmentofModelF403wirelesssolarspeakersofourorderNo.345of3Augusthasdulyarrived.Muchtoourregret,wehavetoinformyouthatthequalityofyourshipmentisnotuptothestandardofourcustomers’expectation.TheModelF403wirelesssolarspeakersthatyoudeliveredwaspoorlyfinishedwithinferiorquality.Suchgoodsareunsaleableinourmarket.Undersuchcircumstances,wewouldlikeyoutorefundthemoneywepaidforthisshipment.Alternatively,ifthisisunacceptable,weshouldbepreparedtoacceptModelF503wirelesssolarspeakersatthesameprice.Welookforwardtoyourearlyreply.Yoursfaithfully, (Signature)Languagepoints：1.dulyadv.正如預期地；適時地；及時地e.g.Wetrustyouwilldulyinsurethegoodsatyourend.我方相信你方將如期在你地為貨物投保。相關詞語：dueadj.預定到達的；到期限的；預期的overdueadj.到期未付的；拖欠的；逾期的9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementLanguagepoints：2.muchtoone’sregret令某人非常遺憾的是……e.g.Muchtoourregret,itisdifficultforustoacceptyourpriceasitisoutoflinewiththemarketlevel.十分遺憾，由于你方價格與市場行情不符，我方恐難接受。Toone’s+表情感的名詞，在句子中作評論性狀語，表示某人因某事的發生喚起了內心的某種情感，通常翻譯為“令某人感到……是”。例如：9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementtoone’ssurprise（吃驚）toone’sdisappointment（失望）toone’shorror（恐懼）toone’srelief（放心）toone’sembarrassment（尷尬）toone’sannoyance（煩心）Languagepoints：2.muchtoone’sregret令某人非常遺憾的是……e.g.Toourannoyance,thedeliveryofthegoodswasonceagaindelayed.讓我們不快的是，貨物的交付再次被延誤了。注意：和修飾謂語的狀語不同，評論性狀語修飾的是整個句子，一般表明的是對話語的看法或態度；結構上，通常位于句首，常用逗號與句子的其他部分隔開。如果想要強調這種情感的程度，可以在to前加上much修飾整個狀語，或者在情感名詞前加deep、great、utter、much等。例如，muchtoone’sdelight（欣喜），toone’sgreatsatisfaction（滿意）9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementLanguagepoints：3.uptothestandard達到標準，符合標準e.g.Thesparepartswereceivedarenotuptostandardofthesamplesyousentus.我方收到的備件不符合你方寄來的樣品的標準。相關表達：belowthestandard低于標準，不如標準4.poorlyfinished做工粗糙的e.g.Productswhichareobsoleteorpoorlyfinishedwillnotfetchhighpricesonthemarket.過時或者粗制濫造的商品在市場上賣不了高價。相似表達：9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementpoorlymade質量低劣的poorlydesigned設計糟糕的poorlypacked包裝不良的Languagepoints：5.inferiorquality劣質，次品e.g.Youmusthavereceivedthesamplesofthegoodswithinferiorquality.你們一定已經收到了劣質商品的樣品。相似表達：poorquality相關表達：9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementgoodquality優質highquality高質量topquality上乘品質Languagepoints：6.unsaleableadj.無法銷售的，沒有銷路的e.g.Thesnowbootsofsuchsmallsizesarealmostunsaleableinourcountry.這么小尺碼的雪地靴在我們國家幾乎賣不出去。相關詞語：saleableadj.適合銷售的；有銷路的7.alternativelyadv.或者，要不然e.g.Wewouldneedacreditfromyouifyouwantustokeeptheproducts;alternatively,youcouldreplacethemwithproductsoftherightquality.如果貴方希望我方留下商品，那么我方需要貴方予以部分退款；或者，貴方也可以用正確質量的商品進行換貨。相關詞語：alternativen.另一種（可供替代的）選擇adj.備選的9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementLanguagepoints：8.unacceptableadj.難以接受的，無法接受的e.g.I’mafraidyourofferisunacceptableunlessthepriceisreducedby5%.我方無法接受貴方的報價，除非減價5%。相關詞語：acceptableadj.可以接受的acceptv.接受9.2.2ComplaintsandClaimsforNon-conformityQualityChapter9Complaints,ClaimsandSettlementLetter3Replybyamanufacturer9.2.3ClaimsforShortDeliveryChapter9Complaints,ClaimsandSettlementDearSirs,

TheshipmentunderOrderS/CNo.YYDS2468arrivedatPortAmsterdamon6November.Alltheouterpackagesofeachcartonareingoodcondition.Toourregret,wenoticedthattherewasashortdeliveryinoneofthecartons.Accordingtothepackinglist,cartonNo.12shouldhavecontained40dozenleatherwalletsand30dozenleatherhandbags.Buttherewere,infact,only40dozenleatherwalletsinit.Itmeansashortageof30dozenleatherhandbags.Asourcustomershavestressedtheimportanceofdeliverynotlaterthantheendofthismonth,wehopethisshortagecanberesolvedatonce.Lookingforwardtoyourearlyreply.Yoursfaithfully,(Signature)Languagepoints：1.outerpackage外包裝，運輸包裝e.g.Theouterpackageshouldbestrongenoughforoceantransportation.外包裝應該足夠堅固，適合海運。相似表達：transport/shippingpackage外包裝，運輸包裝inner/salespackage內包裝，銷售包裝2.shouldhavecontained…本來應該裝有……e.g.ThegoodsshouldhavebeendeliveredlastFriday.本來上周五就應該交貨了。Shouldhavedonesth.(should+動詞完成體)是虛擬語氣的用法，可表示本來應該做某事，但事實上卻沒有做。與之相反的是shouldn’thavedonesth.，表示本來不應該做某事，但事實上卻做了。兩者都含有認為實際的做法并不可取或與預期相悖的評價，常帶有責備意味。9.2.3ClaimsforShortDeliveryChapter9Complaints,ClaimsandSettlementLanguagepoints：3.shortagen.缺少，（數量或重量）不足e.g.Pleasesendusthegoodstomakeupfortheshortageatonce.請立即將貨物寄給我們以彌補短缺。常用搭配：ashortageof缺乏……相關詞語：shortadj.缺少的；（數量或重量）不足的常用搭配：9.2.3ClaimsforShortDeliveryChapter9Complaints,ClaimsandSettlementshortdeliveryn.短交 shortshipmentn.短裝 short-loadedadj.短裝的 short-landedadj.短卸的 short-paidadj.少付的 shortweightn.短重short-deliveredadj.短交的short-weightn.短重；adj.短重的short-invoicedadj.發票少開的beshortof缺乏……Languagepoints：4.notlaterthan不遲于e.g.DocumentsmustbepresentednotlaterthantheexpirydateoftheCredit.單據必須在不遲于信用證到期之日提交。9.2.3ClaimsforShortDeliveryChapter9Complaints,ClaimsandSettlementLetter4PoorPackingofSewingMachines9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementDearSirs,ThesewingmachinesunderourOrderNo.987shippedperM.V.“CoscoShanghai”arrivedatPortLiverpoolon18January.Muchtoourregret,onexamination,wefoundmanyoftheinnerpackagesdeformedandthecontentsdamaged,thoughthecasesthemselvesshowednotraceofdamage.Consideringthisdamagewasduetoroughhandlingbythesteamshipcompany,weclaimedwiththemforthelossinvolved.Butafterhavingqualifiedsurveyorslookintothecases,wediscoveredthatthedamagewasduetoimproperpacking.Forfurtherparticulars,wereferyoutothereportenclosed.Weare,therefore,compelledtoclaimonyouforcompensationforthelossof$19,800,whichwehavesustainedbythedamagetothegoods.Webelievethatyouwillbekindenoughtoacceptthisclaimanddeductthesumclaimedfromtheamountofyournextinvoicetous.Yoursfaithfully, (Signature)Languagepoints：1.deformv.變形；使（某物）變形e.g.Thismaterialdeformseasilyathightemperature.這種材料在高溫下容易變形。相關詞語：deformedadj.變形的相似詞語：damaged,broken,shattered,cracked,scratched2.tracen.痕跡；跡象e.g.Tracesofrustshouldberemovedfromthesurfaceofthemetalbeforeapplyingpaint.涂漆前，應該先清除金屬表面的銹跡。3.bedueto是由……造成的，是由于……e.g.Theloss,evidently,isduetothedelayofshipment.顯然，損失是由于裝運延誤所致。相似表達：becausedby;beattributableto9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementLanguagepoints：4.claimwithsb.forsth.因某事向某人索賠(1)

claimv.索賠e.g.Weclaimwithyouforgradeunconformityonthe20,000M/Tofironore.我方就2萬噸鐵礦石的品位不符向貴方提出索賠。常用搭配：9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementclaimagainst/withsb.向（某人）提出索賠claimon對（某貨物或某人）提出索賠claimforsth.因（某原因）提出索賠Languagepoints：4.claimwithsb.forsth.因某事向某人索賠(2)claimn.索賠（作名詞時，也可與上述介詞搭配）e.g.Theinsurancecompanydidnotentertainourclaim,becausetheFPAdoesnotcoverlossofthenatureofparticularaverage.保險公司沒有受理我們的索賠，因為平安險不承保單獨海損性質的損失。常用搭配：9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementwithdrawone’sclaim撤回索賠waiveone’sclaim放棄索賠settleone’sclaim處理索賠rejectone’sclaim拒絕索賠要求entertain/accept/accommodateone’sclaim滿足索賠要求lodge/file/make/register/submit/raise/forward/bringup/putinaclaim提出索賠Languagepoints：5.lossn.損失e.g.Suchmistakeswillcausebothdirectandindirectlossestous.這種錯誤將給我們造成直接和間接的損失。其他用法：losev.失去6.qualifiedsurveyor有資質的商檢機構，合格的商檢員e.g.Thesurveyresultsshouldberecordedbythesamequalifiedsurveyor.調查結果應由同一位合格的商檢員記錄。7.improperadj.不恰當的，不正確的e.g.Pleaseobservetheoperatinginstructionstoavoiddamagetothemachineduetoimproperuse.請遵守操作說明，避免因使用不當而損壞機器。反義詞：properadj.恰當的9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementLanguagepoints：8.becompelledto…覺得必須（做）……，有必要（做）……，不得不（做）……e.g.Wearecompelledtoimproveourservicestoenhanceourreputation.我們覺得有必要改進服務來提高我們的聲譽。相似表達：beobligedto…不得不（做）……，有責任（做）……9.compensationn.補償，賠償金e.g.Compensationshallbemadeaccordingtotheactuallossincaseofamissingparcel.丟失包裹按實際損失賠償。常用搭配：ascompensationfor…作為對……的補償相關詞語：compensatev.補償，賠償常用搭配：compensatesb.forsth.因某事補償某人9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementLanguagepoints：10.sustainv.遭受（損傷），蒙受（損失）e.g.Wedonotacceptliabilityforanydamagesustainedasaresultofsoftwareviruses.對于因軟件病毒而遭受的任何損害，我們不承擔任何責任。11.deduct扣除，減去e.g.Personalincometaxwillbedeductedfromyoursalary.個人所得稅將從你的工資中扣除。常用搭配：deduct…from…將……從……中扣除相關詞語：deductionn.扣除額9.2.4ClaimsforPoorPackingChapter9Complaints,ClaimsandSettlementLetter5ShortWeightandSurveyReport9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementDearSirs,Furthertoouremaildated12Marchreading:42bagsofMilkPowerhavebeenbroken,whichcausedthePowerirretrievablylost.Theshortweightisabout1,680pounds.Wearewaitingforthesurveyreport.WehavejustreceivedtheSurveyReportfromtheTianjinCommodityInspectionBureauevidencingthatthebreakagewasduetopoorpacking.Suchbeingthecase,thesuppliershouldbeheldresponsible.OnthestrengthoftheTCIB’sSurveyReport,weherebylodgeourclaimwithyouasfollows:

WeareenclosingtheSurveyReportNo.TE(96)707andlookforwardtoyoursettlementatanearlydate.Encl.Yoursfaithfully, (Signature)claimontheshort-deliveredquantityplussurveychargestotalamountofclaimRMB3370.00RMB210.00RMB3580.00Languagepoints：1.irretrievablyadv.無法挽救地，無法補救地e.g.Thelocalecosystemwillbeirretrievablydamagedifthefactoryisbuilthere.如果工廠建在這里，當地的生態系統將受到無法挽回的破壞。相關詞語：retrievev.找回，收回；挽救，挽回2.surveyreport檢驗報告，鑒定證明相關表達：SurveyReportonWeight重量檢驗報告SurveyReportonQuality品質檢驗報告3.evidencev.證明；顯示e.g.Thegoodsfitinwellwithmarketdemand,asevidencedbytherapidlyexpandingscaleoftransactions.這些貨品非常符合市場需求，交易規模的迅速擴大證明了這一點。9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementLanguagepoints：4.breakagen.破損e.g.Theinsurancepolicydoesn’tcoverbreakageanddamageduringremovals.這份保險單不保搬運過程中的破損和毀壞。相關詞語：breakv.打破，損壞9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementLanguagepoints：5.responsibleadj.負有責任的，應承擔責任的e.g.Wearebothpartlyresponsibleforthisunfortunateincident.我們雙方都對這一不幸的事件負有一部分責任。常用搭配：beresponsibleforsth.對某事負責holdsb.responsibleforsth.要求某人對某事負責相關詞語：responsibilityn.責任常用搭配：bear/accept/takeresponsibility承擔責任responsibilityfallson/restswith/lieswithsb.責任在于某人9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementLanguagepoints：6.onthestrengthofsth.憑借某事物；在某事物的影響下e.g.ChinesephonemanufacturerXiaomiInc.hasbecomeoneofthebest-sellingbrandsinChina'shighlycompetitivesmartphonemarket,onthestrengthofitshighspecsandlowprices.中國手機制造商小米公司成為中國競爭激烈的智能手機市場上最暢銷的品牌之一，憑借的是高配置與低價格。相似表達：onthebasisofsth.根據，鑒于9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementLanguagepoints：7.chargen.（商品和服務所需的）費用，收費e.g.Wemayacceptyourrequirementsforspecialpackingforthegoodsifyouagreetopayanextracharge.如果你方同意支付額外費用，我方可以接受你方對貨物特殊包裝的要求。相似詞語：fee,cost常用搭配：customsclearancecharge清關費loadingcharge裝貨費storagecharge倉儲費documentcharge單證費insuranceagentcharge保險代理費9.2.5ClaimsforShortWeightChapter9Complaints,ClaimsandSettlementLetter6ImmediateRemittance9.2.6AcceptanceofaClaimChapter9Complaints,ClaimsandSettlementDearSirs,

Re:YourClaimonDownJacketsUnderOrderNo.F-123Wehavereceivedyouremailof4February,inwhichyouputinaclaimforashortdeliveryof44dozenDownJackets.Oncheckingwiththemanufacturers,wefoundthatamistakewasmadeinpacking.Itoccurredasaresultofstaffshortageduringthebusyseasonandthefactthatthenumberofgoodshavenotbeencountedcarefully.Wewishtoexpressourdeepestregretovertheseriousmistake.44dozenofDownJacketshavebeendispatchedbyairmailtoday.Furthermore,asrequestedwehavepaidourremittanceofUS$950byT/Ttocompensateyouforyourloss.Webelieveoursettlementoftheclaimwillsatisfyyoutothefull.Weassureyouthatwewilltakeallnecessarystepstopreventrecurrenceofsuchincidentsandofferyoubetterserviceinfuture.Yoursfaithfully, (Signature)Languagepoints：1.checkwithsb.與某人聯系；跟某人確認；向某人核實e.g.I’llhavetocheckwithourmanagerabouttheprice.我必須與我們經理確認一下價格。2.asaresultofsth.由于某事e.g.Wearenotabletofillyourorderasaresultofshortageofpower.由于電力短缺，我們現在無法滿足您的訂單。相似表達：dueto,becauseof9.2.6AcceptanceofaClaimChapter9Complaints,ClaimsandSettlementLanguagepoints：3.thebusyseason旺季，高峰時期e.g.Sinceweneedtoqueuefortheavailableshippingspaceinthebusyseason,pleasemakeyourdecisionassoonaspossibletoavoidfurtherdelay.由于在旺季我們需要排隊等待可用艙位，請盡早做決定，避免進一步延遲。Thecompanyiscriticallybehindondeliveryforanordertoitsbiggestcustomerduringthisbusysellingseason.在這個繁忙的銷售季，這家公司嚴重滯后于向其最大的客戶交付訂單。相關表達：thehigh/peakseason旺季thelow/off/slackseason淡季9.2.6AcceptanceofaClaimChapter9Complaints,ClaimsandSettlementLanguagepoints：4.remittancen.（一筆）匯款；匯付e.g.Ourlastpaymentwillbepaidbyremittance.我們最后一次付款將以匯款方式支付。相關詞語：remitv.匯（款）5.byT/T通過電匯e.g.WewillremityouthefullamountbyT/Twhenthegoodsarereadyforshipment.我們將在貨物備齊準備裝運時電匯全部金額。6.satisfyyoutothefull讓您完全滿意e.g.Wewillofferyouhigh-qualityserviceandhigh-qualityproducts,whichwebelievewillsatisfyyoutothefull.我們將為您提供優質的服務和高質量的產品，我們相信會讓您十分滿意。9.2.6AcceptanceofaClaimChapter9Complaints,ClaimsandSettlementLanguagepoints：7.take…steps采取……措施e.g.PartyBagreestotakeallnecessarystepstopreventconfidentialinformationfrombeingdisclosedtothirdparties.乙方同意采取所有的必要步驟阻止機密信息披露給第三方。相似表達：takemeasures8.recurrenceofsuchincidents類似事件的再次發生e.g.Compensationshouldbemadeandmeasuresshouldbetakentopreventrecurrenceofsuchincidentsinfuture.應該賠償受害者并采取相應措施以防止類似事件在今后再次發生。9.2.6AcceptanceofaClaimChapter9Complaints,ClaimsandSettlementLetter7CleanB/L9.2.7RejectionofaClaimChapter9Complaints,ClaimsandSettlementDearSirs,Re:YourS/CNo.456Wearesorrythatthe200porcelainvasesundertheaboveS/CbyM.V.MAYA26arrivedatPortMelbourneon8Julywith10%ofthepackagesdamaged,asmentionedinyourletterofJune4,2018.Asamatteroffact,ourcompanyhasbeensellingporcelainvasesoverseasinalargenumberofmarketsformorethanadecade,andnoneofourcustomershaveevermadecomplaintsaboutourpacking.Eachofourpackageiscarefullyexaminedandeachshipmentisstrictlyinspectedbeforeloading.Andindividualpackagesweremarkedwith“HANDLEWITHCARE”,“FRAGILE”andothernecessarycaremarks.Weassureyouthatthegoodswereinperfectconditionwhentheyleftthewarehouse.ThecleanB/Lsupportsthefacts.Wethereforeestimatethatthedamagemaybeduetoroughhandlingintransitorduringloadingandunloading.AndweconsidertheresponsibilityshouldrestwiththeshippingcompanyortheinsurerswhohavecoveredyouontheconsignmentinquestionagainstRiskofBreakage.Itisamatterforyoutotakeupwitheitherofthesepartiesconcerned.Therefore,wefindnogroundtocompensateyoufortheloss.Butwewillbemostwillingtoprovideyouwithanyevidencethatmayhelpyourecoveryourlosses.Atthesametime,pleaseremittheremaining20%toouraccountatyourearliestconvenience.Lookforwardtoyourearlyreply.Yoursfaithfully,(Signature)Languagepoints：1.unloadv.卸（貨）e.g.Withourproduct,cargoweighingcanbeautomaticallydoneintheoperationofcargoloadingandunloading.使用我們的產品，可以在貨物裝卸操作中自動完成貨物稱重。2.HANDLEWITHCARE小心輕放e.g.“HandleWithCare”andotherindicativemarkshavebeenstenciledontheouterpackages.外包裝上印有“小心輕放”和其他指示性標記。相關表達：FRAGILE易碎KEEPDRY保持干燥USENOHOOK請勿用鉤9.2.7RejectionofaClaimChapter9Complaints,ClaimsandSettlementLanguagepoints：3.takeupsth.withsb.向某人提出某事以進行商討e.g.Qualityvsprice,that’saproblemyouwillhavetotakeupwiththecustomers.質量與價格，這是一個你必須和顧客進行討論的問題。4.insurern.保險公司e.g.TheinsurerwillnotbearanyresponsibilitiesforgradeunconformitybecauseitisnotincludedinthecoverageofAllRisks.保險人對等級不符不承擔任何責任，因為它不包括在“一切險”的承保范圍內。相關表達：9.2.7RejectionofaClaimChapter9Complaints,ClaimsandSettlementAllRisks一切險FPA（FreefromParticularAverage）平安險WPA（WithParticularAverage）水漬險SpecialAdditionalRisks特殊附加險

如:WarRisk，戰爭險GeneralAdditionalRisks一般附加險

如:RiskofBreakage，破碎險；

RiskofShortage，短量險Languagepoints：5.groundn.理由e.g.Wehavenogroundtoentertainyourrequestforafullrefund.我方沒有理由接受你方全額退款的要求。常用搭配：findnoground找不到理由havenoground沒有理由ongroundsof…因……的原因6.recoverv.（全額）收回；追回e.g.Werecoveredourinvestedmoneyinthefirstyear.我們在第一年就把投資收回來了。相關詞語：recoveryn.全額收回9.2.79.2.7RejectionofaClaimChapter9Complaints,ClaimsandSettlementLetter8OnSharingResponsibility9.2.8CompensationNegotiationsChapter9Complaints,ClaimsandSettlementDearSirs,Wedeeplyregrettohearinyourletterof19Januarythatthesewingmachinesdeliveredtoyouarrivedinadamagedconditiononaccountofimperfectnessofourpacking.Onlookingintothematterandstudyingyoursurveyreportverycarefully,weareconvincedthatthepresentdamagewasduetoextraordinarycircumstancesunderwhichtheyweretransportedtoyou.Idon’tthinktheresponsibilityshouldrestwithus.However,inviewofourlong-standingbusinessrelations,wedonotthinkthatitwouldbefairtohaveyoubearthelossalone.Wesuggestthatthelossbedividedbetweenbothofus,towhichwehopeyouwillagree.Lookforwardtoyourearlyreply.Yoursfaithfully, (Signature)Languagepoints：1.imperfectnessn.不完善e.g.DuetothevirtualnatureoftheInternetandimperfectnessofcreditsystem,weneedelectronicauthenticationtoconfirmtheidentityoftheelectronicsignature.由于互聯網的虛擬性和信用體系的不完善性，我們需要電子認證來確認電子簽名的身份。相關詞語：imperfectadj.不完美的perfectadj.完美的2.beconvincedthat…v.確信，堅信e.g.Weare