商务英语函电Unit 10 Complaint and Claim Letters

Unit10ComplaintandClaimLetters投诉与索赔 10-1Objectives目标 1.Learntheconceptionandthemaincontentsofclaimbyheart.2.Understandthebasicstructureofclaimlettersandadjustmentletters.3.Practicewritingclaimlettersandadjustmentlettersbyusingwordsandexpressionsinthelist.4.Askthestudentstomasterthekeywordsandbasicsentencesfreely.5.Gaintheabilitytowriteclaimlettersandreplytolettersonclaimsofanysubjectwiththehelpoftheknowledgehavinglearned.6.Masterthewritingmethodsofclaimlettersandadjustmentslettersthroughdoingmoreexercises.7.Trytheirbesttowriteoutthelettersofclaimsandreplytolettersoncomplaintsandclaims. 10-2Leadingin导入Ininternationalbusiness,itisquiteoftenthatoneofthecontractualpartiesisinbreachofthecontract.Theotherpartyhastherighttoprotecthimselfagainstpossiblelossbymakingcomplaintsorclaimsonthebreachpartytohaveitputright.Howtomakecomplaintsandclaims?Doyouknowthecategoriesofcomplaintsandcomplaints?Howtosettleacomplaintorclaimifyoureceiveaclaimletter?Thefollowingpassagewillhelpyougetabetterunderstandingofcomplaintsandclaimletters.Explainyourreasonstoyourpartnerandlisttheimportantpointsthatshouldbeincludedinacomplaintandclaimletter.10-3PracticalReading实用阅读 Intheimplementationofthecontract,bothpartiesshouldfulfillthedutiesstrictlyaccordingtothestipulationinthecontract,ifeitherofthepartiesfailstofulfillitsobligationsunderthecontract,itwillcausetroublefortheotherparty,ormaketheotherpartysufferfromeconomicloss.Inthiscase,thesufferedpartyhastherighttorequiretheotherpartytocompensateortakeothermeasures.Therearetwokindsofcomplaintsorclaimsmadebybuyers:Thegenuinecomplaintorclaim,whicharisesfromsuchsituationsasthefollowing:a.  Thewronggoodsmayhavebeendelivered.b.  Thequalitymaynotbesatisfactory.c.  Theshipmentmayhavebeenfounddamaged,shortorlate.d.  Improperpackinge.  InsufficientquantityThefalsecomplaintorclaim,whichismadebybuyerswhofindfaultwiththegoodsasanexcusetoescapefromthecontract,becausetheynolongerwantthegoodsorbecausetheyhavefoundthattheycanbuythemcheaperelsewhere.Wemusthandlecomplaintorclaimsinaccordancewiththeprincipleof“onthefirstgroundtoouradvantageandwithrestraint〞andsettlethemamicablytothesatisfactionofallpartiesconcerned.Itisnecessarytostudythecaseinquestionandascertainwhattherealcauseisandwhoisthepartytobeheldresponsible.Wemustalsobecarefulinchoosingthewordinginourcorrespondencesoastoavoidanymisunderstandings.Tipsformakingcomplaintsandclaims:Regrettheneedtocomplain;Mentionthedateoforder,thedateofthecontract,thedateofdeliveryandthegoodscomplainedabout;Statethereasonsforyourdissatisfactionandaskforanexplanation;Suggestthesolution.Tipsformakingapologies:Beforemakingyourapologytothecomplaint,youshouldfirstofalldecidewhetherthecomplaintisjustified;makeathoroughinvestigationtothemattercomplainedabout;writeacourteousandpromptapologyifthecomplaintisgenuine.Apologytocomplaintsshould:politelymentionreceivingtheletter;admitthemistakes,expressyourregretandpromisetoputthematterright;promisethiswon’thappenagain;politelygivethereasonsifyoucannotacceptthecomplaint.NewWordsandExpressions1.implementation [,implimen'teiʃən]     n.履行；完成2.fulfill    [ful'fil]    vt.履行〔诺言等〕；完成〔任务等〕；实现3.stipulation [,stipju'leiʃən]       n.规定；条文4.compensate  ['kɔmpenseit]     vt.补偿，赔偿；酬谢［〔+for〕］5.genuine   ['dʒenjuin]    a.真的；非伪造的；名副其实的6.arise   [ə'raiz]    vi.产生，出现，形成7.fault    [fɔ:lt]  错误［C］8.handle    ['hændl]    vt.对待，处理9.principle  ['prinsəpl]     n.原那么；原理［C］10.restraint    [ri'streint]    n.抑制；克制［U］［C］11.correspondence  [,kɔri'spɔndəns]     n.通信，通信联系［U］［S1］［〔+with/between〕］12.justify    ['dʒʌstifai]   vt.证明……是正当的；为……辩护；是……的正当理由［+v-ing］13.courteous  ['kə:tjəs]     a.殷勤的，谦恭的，有礼貌的［〔+to/towards〕］14.failtodo未能做成15.underthecontract 合同 劳动合同范本免费下载装修合同范本免费下载租赁合同免费下载房屋买卖合同下载劳务合同范本下载 项下16.inthiscase这种情况下17.takeothermeasures采取其他措施18.findfaultwith挑剔19.escapefrom免于20.putthematterright使正常10-4Layout,BasicStructure,MainPointsofClaimLetters索赔理赔格式、根本结构、要点 A.LayoutofClaimLetter索赔格式November15,2021DearSirs,1.信函日期，主题2.称呼Wedulyreceivedthedocumentsandtookdeliveryofthegoodsonarrivalofs/s“Prince〞atHamburg..正文1〕指明订单号码，详细描述产品。Unfortunatelywhenweopenedthiscasewefounditcontainedcompletelydifferentarticles,andwecanonlypresumethatamistakewasmadeandthecontentsofthiscasewereforanotherorder.2〕清楚完整地描述存在问题。说明你期望对方给予解决。Asweneedthearticlesweorderedtocompletedeliveriestoourowncustomers,wemustaskyoutoarrangeforthedispatchofreplacementsatonce.WeattachalistofthecontentsofcaseNo.3,andshallbegladifyouwillcheckthiswithourOrderandyourcopyofyourInvoice.3〕说明你希望对方做什么，如替换错误的商品，改进效劳，修改汇票等。Inthemeantimeweareholdingtheabove-mentionedcaseatyourdisposal;pleaseletusknowwhatyouwishustodowithit.4〕希望对方尽快行动，做出理赔事宜。Yoursfaithfully,AndrewStaplesPurchasingManager5结束礼词6. 签名 7.职务promptexecution迅速执行ingoodcondition状态完好presume假定，猜测tocompletedeliveries完成交货arrangefor安排ReplytotheClaimonWrongGoodsNovember20,2021DearSirs,YourOrderNo.123perS/S“Prince〞ThankyouforyourletterofNovember15.Weweregladtoknowthattheconsignmentwasdeliveredpromptly,butitwaswithgreatregretthatweheardcaseNo.3didnotcontainthegoodsyouordered.1.信函日期，主题2.称呼3.正文1〕感谢对方来信，对存在问题表示遗憾并抱歉。Ongoingintothematterwefindthatamistakewasindeedmadeinthepacking,throughaconfusionofnumbers,andwehavearrangedfortherightgoodstobedispatchedtoyouatonce.Relativedocumentswillbemailedassoonastheyareready.2〕对问题进行调查找出原因。WeshallbegratefulifyouwillkeepcaseNo.3andcontentsuntilcalledforbythelocalagentsofWorldTransportLtd.,ourforwardingagents,whomwehaveinstructedaccordingly.3〕告知对方采取哪些方法来解决问题，发送替换商品，邮寄相关单据，电告对方。Pleaseacceptourapologiesforthetroublecausedtoyoubytheerror.4〕再次表示歉意，保证以后会尽一切努力防止此类事件发生。Pleaseacceptourapologiesforthetroublecausedtoyoubytheerror.Yoursfaithfully,WangLinSalesmanager5.结束礼词6.签名 7.职务gointo调查throughaconfusionofnumbers由于号码混淆callfor领取forwardingagent运输代理行B.TheBasicStructureofClaimLetter索赔根本结构SalutationBody1)Thankthesellerwhohasshippedthegoodsaccordingtothecontractorinquireaboutthedelayshipment.2)Thegoodssenttothebuyerhavebeensenttothem,andthethingsbywhichways,andinwhichformshavebeendelivered.3)Mentiontheproblemsaboutthegoods:incorrectitems;theinferiorquality;theshipmentmayhavebeenfounddamaged,shortorlate;improperpacking;wrongquantity;delayedshipment.4)Requiretoinvestigatethematterandfindoutthereason.5)Fileaclaimandrequiretosettletheclaim,suchasgivingdiscount,replacethegoodsetc.6)ComplimentarycloseC.TheMainPointsofClaimLetter索赔的要点1)file/lodge/make/haveaclaimon/againstsb.forsth.向某人为某物提出索赔file/lodge/make/havecomplaintson/againstsb.forsth.向某人为某物提出投诉2)statethereasonsforcomplaints(shortdelivery,improperpacking,delayshipment,sendingwronggoods,inferiorquality)Fivecasesoftheshipmentwerebadlydamagedwhendeliveredon10th.货物10日送达时有五箱严重损坏。Afterinspectionwefoundthatthequalityofthegoodswasnotinconformitywiththecontractstipulations.经检查，货物的质量与合同规定不符。3)requiretheotherpartytoinvestigateandcompensatethelossWeaskyoutoaccepttheclaim.请接受索赔。Weasktheforwarderstoinvestigate.我方要求运送者进行调查。Weproposetohavethegoodsinspectedimmediately.我方建议立刻检验货物。4)regretforthetroublecausedfortheotherpartyWehopethatyouwillnotbeputtoanyseriousinconveniencethroughthisunexpectedaccident.希望这次意料之外的事故不会给贵方带来不便。5)acceptthecomplaintInordertosettlethematter,weshouldbepleasedtosendarepresentativetoconductaninspection.为解决此事，我方将派代表进行检验。6)rejectthecomplaintWithregardtothelossinweight,wewouldsuggestthatyoumakeyourclaimontheforwardingagent.关于重量减少一事，肯请贵公司向货运公司索赔。Asyourcomplaintdoesnotagreewiththeresultsofourowntest,wesuggestthatanotherthoroughexaminationbeconductedbyyou.由于你方索赔与我方检验结果不一致，我方建议贵方再进行一次彻底检验。10-5SampleLettersofClaims索赔样信Specimen1Buyer’sClaimfortheLossJuly21，2021DearMr.Huang,Wehavereceivedyourshipmentof500digitalcamerasonourorder.Whileappreciatingyourpromptshipment,however,wearesurprisedtofindthattwocaseslabeledasC/No.2andC/No.3werebrokenwiththeresultthat40digitalcamerascontainedweredamagedtovariousdegrees.Wethinkthepackingisnotstrongenoughtoprotectthegoodsandthewoodenmaterialsshouldhavebeen7/8inchesthick.Wetoldanauthorizedsurveyoratonce,whoexaminedthegoodsinthepresenceoftheshippingcompany’sagents,andwearesuretheenclosedsurveyor’sreportwillproveourviewtoberight.Undersuchcircumstances,weshallhavetodisposeofthedamagedcamerasatagreatlyreducedpricebelow50%oftheirinvoicecost.Therefore,wesuggestthatyoumakeusanallowancetomakeupforthelossaccordingly,say,$45foreachdamagedcameras.Wearelookingforwardtoyourcomments.Yourstruly,DavidWuSourcingDepartmenttovariousdegrees不同程度anauthorizedsurveyor授权的验货员inthepresenceof当面，在场undersuchcircumstances在这种情况下makeusanallowance打折Thatstoremakesanallowanceof10%forcashpayment.那家商店给付现金的顾客打10%折扣。Specimen2Seller’sReplyDearMr.Wu,WeareverysorrytolearnfromyourletterofMay14ththat40digitalcamerasweredamaged.Aftercarefulconsiderationofyourclaimfordamages,wewishtoreplyasfollows:First,thecasesweusedforpackingdigitalcamerasarespeciallyfitforexportasyoumayseethattheyarealllabeled“ExportPacking〞givenusbytheauthorizedsurveyors.Second,thecleanbillofladingprovesfullythegoodsinquestiontohavebeenloadedinperfectcondition.Therefore,itisevidentthatthedamageofwoodencaseshasbeencausedbyroughhandlinginvoyageorwhendischargingatyourport.Undersuchcircumstances,wecouldnotberesponsibleforthedamages.AstheshipmentiscoveredagainstAllrisks,wewouldratheradviseyoutofiletheclaimwiththeinsurancecompanyassoonaspossible.Wewould,ofcourse,doanythinginourpowertohelpyouinyourinsuranceclaim.Yourstruly,HuangSalesManagerbefitfor适合thecleanbilloflading清洁提单inperfectcondition情况良好roughhandling野蛮装卸DearSirs,Wehavebeentransactingwithyouforquiteanumberofyearsandhavealwayscoveredourrequirementsfromyou.Wecansayforcertainthatwehaveestablishedgoodbusinessrelationswithyourfirmintheinterestofbothparties.Specimen3ClaimsforInferiorQualityHowever,wehaveexaminedtheraincoatsyoushippedtousagainstourorderNo.1543andregrettofindthatmanyofthemcontainflawsofsomekindsorother.Sincethecontractisconcludedonthetermsofsalesbysample,anydiscrepancybetweenthesampleandthegoodsshippedtousisunacceptable.Wearethereforewritingtoaskyoutoacceptreturnofthefaultyraincoats,amountingto150piecesinall,andtoreplacethembyraincoatsofthequalityinconformitywiththesample.Yourearlyclarificationandsettlementofthecasewillbeappreciated.Yoursfaithfully,(Signature)forcertain肯定flaw瑕疵salesbysample凭样品买卖指以实物样品作为买卖双方交接货物的质量依据，卖方承担交付的货物质量与样品完全一致的责任。inconformitywith符合Specimen4Seller’sReplyDearSirs,Wehavereceivedyourletterof11thNovembercomplainingabouttheraincoatssuppliedtoyourorderNo.1543.Yourletterhascausedusagreatdealofconcern.Weimmediatelytestedanumberofraincoatsfromtheproductionbatchyoureferredtoandweregrettosaythattheyarenotperfect.Thedefectshavebeentracedtoafaultinoneofthemachinesandthishasnowbeenputright.Wearearrangingtosendyou200raincoatstoreplacethefaulty150pieces.Theextra50pieceswearesendingyouarefreeofcharge.Itisappreciatedifyoucanreturnthefaultyraincoatstous,carriageforward.Pleaseacceptoursincereapologiesfortheinconvenienceandtroublecausedtoyou.Wehopethatourabovearrangementwillmeetwithyourapprovalandthatyouwillcontinueplacingorderswithusasbefore.Yoursfaithfully,(Signature)afaultinoneofthemachinesandthishasnowbeenputright.Wearearrangingtosendyou200raincoatstoreplacethefaulty150pieces.Theextra50pieceswearesendingyouarefreeofcharge.Itisappreciatedifyoucanreturnthefaultyraincoatstous,carriageforward.Pleaseacceptoursincereapologiesfortheinconvenienceandtroublecausedtoyou.Wehopethatourabovearrangementwillmeetwithyourapprovalandthatyouwillcontinueplacingorderswithusasbefore.Yoursfaithfully,(Signature)batch一组，一批tracesomethingto追查某事的根源为……putright修复，使正常运作carriageforward运费未付，运费由收件人支付carriageprepaid运费已付acceptsb’sapologies接受某人的歉意express/makeone’sapologies表示歉意Specimen5ComplaintsaboutLateDeliveryDearSirs,WerefertoourOrderNo.425for30casesofcannedfoods.Wehavetocallyourattentiontothefactthattheagreeddeliverydatehaspassedbutwehavenotyetreceivedthegoodsoranyadvicefromyouwhenwecanexpectdelivery.Thelatedeliveryiscausingusagreatdealoftroublebecauseweurgentlyneedthegoodstomeetorder.Pleasedealwiththismatterandinformusimmediatelytheearliestpossibleshippingdate.Ifyoufailtomeetyourcontractualobligations,weshallhavenoalternativebuttocanceltheorderandlodgeaclaimforlossesthussustained.Yoursfaithfully,(Signature)cannedfoods罐头食品callone’sattentiontosomething提请某人注意某事latedelivery延迟交货obligations义务责任meetyourcontractualobligations履行合同义务havenoalternativebutto别无选择，只能……lodgeaclaim提出索赔Specimen6Seller’sReplyDearSirs,WehavereceivedyourletterofJune1standverymuchregretthedelaythathasoccurredintheexecutionofyourOrderNo.725.Ourmanufacturerinformsusthatthedelaywascausedbyatemporaryderangementofmachinerywhichnowhasbeenrepaired.Wecanassureyouthatwewilleffectdeliverywithinaweek.Tomorrow,wewillinformyouofthefirmdeliverydate.WewishthiswillmeetwithyourapprovalandrequestyoutomakeanextensionofyourL/C.Pleaseacceptourapologiesforthetroublecausedtoyoubytheerrorandwesurelywillcompensateyourlossaccordingly.Yoursfaithfully,(Signature)execution执行，履行atemporaryderangementofmachinery暂时性机器故障effectdelivery交货meetwithyourapproval得到批准makeanextensionofyourL/C信用证的有效期延期compensateyourloss赔偿损失10-6KeyWordsofClaimLetter索赔重点词 1.ClaimfiletheclaimLodgeclaimswith(against)you.向你提出索赔。Wenowlodgeclaimswithyouforshortweightandinferiorquality.现向你方就短重及质量低劣提出索赔。claimforUSD20 000.00索赔美元claimforinferiorquality就质量低劣提出索赔settleaclaim理赔rejectaclaim拒绝索赔Tomake/register/file/lodgeaclaim提出索赔Toraise/putin/bringupaclaim提出索赔Tomakeaclaimwith(against)sb.向某方提出索赔Tomakeaclaimfor(on)sth.就某事提出索赔claimforcompensation要求补偿Wefiledaclaimwith(against)youfortheshortweight.关于短重问题，我们已经向你方提出索赔。Therearesomedifferenttypesofclaims.索赔有几种不同的类型。Thisisaclaimonquality.这是质量索赔。Thisisaclaimonshortweight.这是短重索赔。Thisisaclaimondelayedshipment.这是延期装运索赔。Claimonshortweightiscausedbypackingdamageorshortloading.短重索赔是由包装破损或装运短重引起的。Claimondelayedshipmentisthatsellersfailtomakethedeliveryaccordingtotimeschedule.延期索赔是对卖方没有按时装运货物而提出的索赔。Claimonqualityoriginatesfrominferiorqualityofgoodsorqualitychanges.品质〔质量〕索赔是在货物质量低劣或是质量改变的条件下发生的。2.beresponsibleforMikeisresponsibleforthedesigningofthewholeproject.迈克负责整个工程的设计工作。3.replaceAsthegoodsareinferiorinquality,wearereturningthewholeofthe20casesandmustaskyoutoreplacethem.由于这些产品质量低劣，所以我方把20箱全部退回，并务必请贵方更换这些产品。Meanwhilewewillmakenewdeliveryofthereplacementgoodsatonce.同时我方立刻发送替换的货物。Wehavearrangedforimmediatedispatchofreplacement.我方已安排立刻发送替代货物。4.execution执行，履行Thepartyhadfailedintheexecutionoftheduty.一方未能履行其义务。5.compensateWeregretforthelossyouhavesufferedandagreetocompensateyouby$500.我们对你方遭受的损失深表歉意，同意向你们赔偿500美元。Iproposewecompensateyouby3%ofthetotalvalueplusinspectionfee.我建议我们赔偿贵方货品总值的3%的损失，另外加上商检费。Asregardsinferiorqualityofyourgoods,weclaimacompensationofU.S.$10 000.至于你方产品的品质低劣问题，我方要求你方赔偿一万美元。6.forwardingagent运输代理商forwardv.寄送，运送Wehaveforwardedthesamplesperparcelpost.我们已邮寄样品。Thegoodswillbeforwardedinafewdays.货物日内即运出。7.coverv.清偿；包括，关于Thisamountofmoneywillcoverallmyexpenses.这笔钱足够我的一切费用所需。Thecompensationwillcoverthewholeloss.此项赔款足以抵偿全部损失。PleaseopenL/Ctocoverthispurchase.请开这笔购货的信用证。Pleasesendussamplescoveringyouroffer.请寄来报盘的样品。8.roughhandling粗鲁搬运Accordingtothesurveyor’sreport,thedamagewasduetorough(careless)handlingduringtransit.根据检查员报告，损坏是由于运输中操作不小心造成的。9.aclose/thorough/carefulinvestigation详细调查Wehavealreadymadeacarefulinvestigationofthecase.我们已经对这个索赔案件做了详细的调查研究。10.available可利用的Wewillshipbythefirststeameravailablenextmonth.我方将由下月第一条可订到的船装运。Thisistheonlystockavailable.这是唯一可供之货。Wewillfaxyouassoonasthegoodsareavailable.一俟有货我们即用告知。Thereisnothingavailableatpresent.目前无货可供。11.allowance补偿费，补贴，考虑Wecannotmakeanyallowancefortheloss,whichisnotduetoourfault.我们对此项损失不能赔偿，那不是我方的过失。Buyersclaimanallowanceof￡230onaccountofinferiorquality.由于质量较差，买方索赔230镑。Allowanceshouldbemadeforunforeseencircumstances.应考虑到意外的情况。10-7BasicSentencesofClaimLetter索赔根本句型 1.Wearelodgingaclaimagainstyoufor…Wearelodgingaclaimagainstyouforlatedeliveryofourgoods.Ifthecargoescannotbefoundwithinafewdays,wewillfileourclaimforthefullsettlementofthem.假设数日内货物不能运到，我们就提出全额清偿索赔。2.Thislotofgoodsisnotuptothestandard…Weareverysorrytoinformyouthatyourlastshipmentisnotuptoyourusualstandard.贵方运到的最后一船产品不符合原来 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 ，特此奉告。Thisconsignmentisnotuptothestandardstipulatedinthecontract.Wearenowlodgingaclaimwithyou.这批货的质量低于合同规定的标准，现向你方提出索赔。3.Wehaveexamined…Onexaminationwefoundthatthegoodsdonotagreewiththeoriginalsample.经过检查，我们发现货物与原样品不一致。Uponexamination,wefoundyouhavesentusthewronggoods.通过检查，我们发现你方发错了货。4.Wehavetoaskfor…Wehavetoaskforacompensationof$5 000tocoverthelossincurred.5.Wearesorrytoinformyou…Wearesorrytoinformyouthatthegoodsare400casesinsteadof450weordered.Wehavetoinformyouthatowingtonegligentpacking,severalbalesweredamaged.我们必须通知您，由于包装疏忽，几包货物严重受损。6.tosettletheclaim…Theinsurancecompanyisrefusingtosettleherclaim.保险公司拒付她提出的索赔款项。Ihaveseveralbillstosettle.我有好几笔账要付。7.toarrangeforthedispatchofreplacementsAsthearticlessentarenotofthetypeweordered,wemustaskforreplacementbythecorrectnumberassoonaspossible.来货与我方订货不符，恳请贵公司尽早如数调换。8.Weregretforthelossyouhavesuffered…Butweregretourinabilitytoaccommodateyourclaim.很抱歉我们不能接受你方索赔。Weregretforthelossyouhavesufferedandagreetoacceptyourclaim.我们对你方遭受的损失深表歉意，我方接受你方的索赔。 10-8SituationalDialogues(情景对话) Dialogue1　InferiorQualityA:Wearedisappointedtofindyourgoodssounsatisfactory.B:I’msorrytohearthat,Iwouldliketohearthedetails.A:Wedulyinspectedthegoodsonitsarrivalatourport,andfoundthoseshoeswereinferiortoyoursamplesinquality.Thepercentageofdefectswasmuchtoohigh.B:Areyousure?Ihaven’theardaboutsuchthings.A:Wearesorrytotellyouthatwehavetodeclinethegoods.B:Butwehavealreadydeliveredthegoodstothedestinationport,wewouldsufferagreatlossifyoudeclinetheshipment.A:Butitwillincurgreatlossonusifweacceptitwithoutclaiming.B:IpromiseIwillcheckintotheproblem,butIhopeyoudon’tdeclinethecontract.A:Thendosomethingaboutit!B:Howcanwebestdealwiththeproblemtoyoursatisfaction?A:Thenweexpectasignificantdiscountforallthistrouble.B:We’lldothatrightaway.A:That’sbetter.B:Youmayrestassuredthatsuchincidentwillnothappenagain.Dialogue2　PackageBreakageA:Wewouldliketohaveyouhelpstraightenoutthetroubleconcerningthebreakageofthepackages.B:Couldyoupleasebemorespecific?A:WhenthegoodsarrivedinSeptemberthisyear,itwasfoundthatmanypackageswerebroken,mostofwhichwereleaking.B:Whatwasthepercentageofbreakagesandleaking?A:About30%werebrokenand10%wereleaking.B:Haveyoufoundthecauseofthebreakageandleakage?A:Apparently,itwasduetocarelesspacking.B:Haveyougotanyevidence?A:Yes.Accordingtotheinspector’sreport,thepackingishalf-baked.B:Oh,that’ssomethingunexpected;ourexportshavetopassarigidinspectionbeforetheyareshipped.A:I’munwillingtolodgeaclaim,butthedamagewasunbearable.B:Well,wewouldacceptaclaimifweareatfault.AndIdoapologizeforanyhardshipwemayhavecausedyou.straightenout清理；澄清We’llgetthecasestraightenedout.我们会把情况弄清。breakagesandleaking破损及渗漏beatfault有过错Dialogue3　DelayedDeliveryA:WhatcanIdoforyou,sir?B:I’vecometoaskaboutmysuit.A:Couldyoupleaseshowmeyourslip?B:Hereyouare.A:Pleasewaitaminuteandletmecheckit.(Afterawhile)I’msorry,itisn’treadyyet.B:ButitwassupposedtobereadythisMonday.AndtodayisWednesday.A:Yes.Ibegyourpardon,youknow,sincetheSpringFestivalisdrawingnear,wehavereceivedlotsofordersandwe’reverybusy.B:Isee.ButIwillattendanimportantmeetingonSundayandIwanttowearthatsuit.Timeisimportant,youknow.A:We’lltryourbestandsendyouyoursuitsbeforeSaturday.B:Allright.Ifthat’sthebestthatyoucando!A:I’msorrytohavegivenyoualotoftrouble.Dialogue4　ShortWeightA:Goodmorning,Mr.Green.I’mheretosettletheissueofricewithyouinperson.B:Goodmorning,Mr.Liu.Pleasegoaheadwithourproblem.A:IinspectedthegoodscarefullyassoonasitarrivedatourportonTuesday.Itwasfoundtherewasadifferenceof20tonsbetweenthelandedweightandtheactualinvoicedweight.B:ButherewasnothingwrongwhenthegoodswereinspectedbyourCommoditiesInspectionBureau.Theshortagemighthavebeencausedbysomeothereffects,suchasmoistureloss.A:Accordingtothecontract,themaximumallowancefornaturallossis1%.However,20tonstakes8%ofthetotal,sowemustlodgeaclaimamountingto20tons.B:I’msorryaboutthat.Inviewofourfriendshipweagreetomeetyourclaimforthe20tonsshort-weight.And,wehopeitwillnotaffecttherelationshipbetweenus.A:Aslongastheproblemissolvedimmediatelywecanexpectfurthercooperationinthefuture.B:Oh,we’llsettleitassoonaspossible.moistureloss湿度损耗naturalloss自然损耗meetyourclaim接受索赔 10-9PracticalExercises实用练习 ExerciseI.Translatethefollowingtermsandexpressions.A.TranslatethemintoChinese1)claimfor