1. There are two kinds of complaints or claims made by buyers: The genuine complaint or claim, which arises from such situation as the following: a. The wrong goods may have been delivered. b. The quality may not be satisfactory. c. The shipment may have been found damaged, short or late. Chapter Twelve Complaints and Claims Section One Introduction

2. Specimen 1 P210 Comments The point in dispute in this letter was the seller’s delay in shipment. It is a good letter, which is confined to facts and reasons, the tone is firm but polite and in the final paragraph, the writer displays an attitude of considerate cooperation. Notes 1 under/in the circumstances 在此情况下 2 in great urgent need 非常急需 Section Two Specimen Letters

3. Specimen 2 P210 Comments This is the seller’s complain of the buyers’ delay in the opening of L/C. Compared with the last letter, this one seems to be stern and ill-worded. A letter concerning complaining should be written tactfully and by reasoning; otherwise it may create ill-feeling and cause the reader to be unwilling to be helpfu

4. Notes 1 repeatedly 一再 2 in an awkward position 十分为难 3 your continuous silence 你长期默不作声

5. Specimen 3 P211 Comments This letter was written to the Shipping Company by the shipper. It complains of short delivery of two cases. From this letter we can see that it is important to make sure of everything before making a complaint. The key to success is to be thorough-going in establishing and proving facts. Notes 1 per 经由 2 As matters stand 实际情况是

6. Specimen 4 P212 Comments This is a reply to the previous letter. It is an adjustment made by the Shipping Company. After investigation, the writer finds the shippers’ complaint is justified. He then admits it readily, expresses his regret and promises to put it right.

7. Notes 1 over-carried 超载 2 by the first available opportunity 从速 3 tide over the ebbing 赶潮 4 tally men 理货人员 5 cover the hatchways 盖上舱盖 6 supervision 监督 7 stowage intact 未能清理货物

8. Specimen 5 P213 Comments This is a courteous and tactful letter of complaint. It is confined to the facts and reasons and a request for urgent attention. Notes1 1 20% of the packages 货物中的 2 in accordance with 与 …… 一致 3 to the spot 到现场

9. Specimen 6 P213 Comments This is a letter rejecting the buyer’s complaint. Such a letter should show that you understand his position and that his complaint has been carefully considered, giving convincing reasons why his complaint cannot be accepted, closing on a friendly note and trying to leave your customer in a satisfied frame of mind.

10. Notes 1 is subject to a careful examination | 经过严格检验 2 Handle With Care 小心搬运 3 find no grounds to compensate for 没有理

11. Specimen 7 P214 Comments This is a complaint of the unsatisfactory color made by the buyer. Notes 1 Amber color 琥珀色 2 be thrown upon our hands 推给我们处理

12. Specimen 8 P215 Comments This is an adjustment made by the seller, who admits that there could have been a little oversight concerning the quality of the goods complaint about, but insists that only a very small part of the material is inferior in quality and requests the buyer to meet each other half way and settle the case amicably. Notes 1 Weight Note 重量单 2 short weights 短重

13. Section Three Useful Words & Expressions P215 Section Four Useful Sentences P217 Section Five Exercises P220