complaints & claims （抱怨和索賠信函）抱怨、索賠信函的目的是為了獲取更好的服務，對已出現的問題求得盡快的、妥善的解決。它通常是買方由于對收到的貨物不滿而書寫，如：貨物未按時到達；貨物雖抵達，但與訂單所載不同；貨物有損毀現象；貨物數量短缺或多余；貨物質量與樣品不符；服務不合理以及收費過高等，這些均是抱怨、索賠的正當理由。
書寫抱怨、索賠信函時，不妨開門見山出原先雙方同意的條件，然后列舉事實以表示有何不滿，以及為什么不滿，最后提出解決的方法。內容應明確、清楚 、有理，語氣要簡潔、堅決。避免使用憤怒和使對方過于難堪的措辭（除非你所抱怨的問題反復發生，且多次投訴而毫無結果）。
1） for delay in shipment (由于發貨延遲而抱怨)
dear sirs ,
the furniture we ordered from you should have reached us a week ago .needless to say , the delay in delivery has put us to great inconvenience .it is therefore imperative that you dispatch them immediately .otherwise we shall be obliged to cancel the order and obtain the goods elsewhere.
please look into the matter as one of urgency and let us have your reply as early as possible .
yours faithfully,
親愛的先生們：我方從貴方訂購的家具應于一星期前收到。不用說，發貨的延遲給我方帶來了很大的不便。因此，貴方必須立即發貨，否則我們將被迫取消訂單，到另處訂貨。
請緊急處理此事，并盡快告知結果。
2） for poor-packing （由于包裝不妥提出索賠）
dear sirs ,
we are writing to inform you that the toys covered by our order no.519arrived in such an unsatisfactory condition that we have to lodge a claim against you .it was found upon examination that 10%of them are broken and some are badly scratched , obviously due to the improper packing . therefore, we cannot offer it for sale at the normal price and suggest that you make us an allowance of 20% on the invoiced cost .this is the amount by which we propose to reduce our selling price .if you cannot accept , im afraid we shall have to return them for replacement .
sincerely yours ,
親愛的先生們：我們寫信通知貴方，519號訂單玩具已收到，但貨物狀況很不令人滿意 ，故我們不得不提出索賠。經檢查，我們發現有10％的貨物破損，而且一些也有嚴重磨損現象。很明顯，這是由于包裝不妥造成的。因此，我們無法以原價售出貨物。 建議貴方依照發票金額給予20％的折扣，這是我們所建議降低的售價額度。如果貴方無法接受，我們將不得不退貨，要求替換。
3） for damage of goods （由于貨物損壞而抱怨）
dear sirs,
our order no.jt-8 the glassware you supplied to our order of 3rd july was delivered by the shipping company this morning .the 160 cartons containing the goods appeared to be in perfect condition .but when i unpacked them with great care , i regret to report that 10 cartons of glassware badly cracked .
we trust you can understand that we expect the compensation for our dam aged goods .
yours faithfully,
親愛的先生們：訂單jt－8號我方于7月3日從貴處訂購的玻璃器皿已于今早貨運公司送到。裝有貨物的160個紙箱完好無損。但當我們小心打開檢查時，發現有10箱玻璃器皿嚴重破損。相信貴處能理解我方要求對損壞貨物進行賠償。
4） for incomformity（由于貨物不符而抱怨）
dear sirs ,
on march 12, we ordered 1,200 shirts size 42. but unfortunately ,we received completely different articles-children clothes today .we can only presume that a mistake was made and the children clothes were for another order .
as i have several customers waiting , please arrange for the replacements at once.
faithfully yours,
親愛的先生們：三月十二日我訂購了一千二百件四十二號男式襯衣。但不幸的是，今天我們收到了完全不同的貨物――兒童服裝。我們想貴方一定搞錯了，兒童服裝是另一份訂單。由于有幾位客戶在等貨，故請貴方立即安排更換貨物。
5） for unacceptable substitute （由于無法接受替代物而抱怨）
dear mr .cliff,
during the past three months i have placed two sizable orders for the handy desk companion by roy .specifying the hard back binding .but both time you sent me paper-back binding because you were out of stock on the hard-back .
fortunately ,i am still selling a few of the paper backs ,but more and more customers ask for the hard-back ones .(at least two of our competitors have this reference book in hard-back in our cities).
enclosed is my order for 75 copies of the handy desk companion in hard-back . please do not , under any circumstances ,send me anything else . i have plenty of the paper-back in stock.
very sincerely yours ,
親愛的克里夫先生：在過去的三個月中，我兩次向貴方訂購了相當數量的由羅伊所著的《便利的辦公伙伴》一書，指定需要精裝本。但貴方由于精裝本缺貨，兩次寄給我的都是平裝本。
值得慶幸的是，我仍賣出一些平裝本，但越來越多的顧客索要精裝本。（本對少有兩家競爭者出售此書的精裝本）。
隨信寄上訂單，購買75本《便利的辦公伙伴》精裝本。請無論如何，不要寄給我其它替代物。我現已大量平裝本的庫存。
6）for shortweight (由于短重而要求索賠)
dear sirs ,
we have just received the survey report from shanghai commodity inspection bureau evidencing that all drums of apple juice weigh short by form 1 to 5 kilogram ,totaling 300 kilogram. as the drums were intact , it is obvious that apple juice was short weight before shipment .under such circumstances , we have to file a claim against you to the amount of rmb
850 plus inspection fee .
we are enclosing the survey report no. te(95)115 and looking for ward to your settlement at an early date .
yours faithfully .
親愛的先生們：
我方剛剛收到上海商檢局的栓驗報告，證明所有蘋果汁每桶少一至五公斤,總共減少三千公斤。由于果汁完好無損，顯而易見，蘋果汁估裝運前就不夠重量。在這種情況下，我方不得不向貴方提出八百五十元人民幣的索賠，另加檢驗費用。現隨信附上第te（95）115號商檢報告，希望早日解決這一問題。
7）for over -shipment （由于到貨數量過多而抱怨）
dear sirs,
we thank you for promptness in delivering the chinaware we ordered on 20th dec .the number of cartons delivered by your carrier this morning was 360, whereas our order was for only 320.
unfortunately , our present needs are completely covered and we cannot make use of the extra goods .please inform us by fax what we are to do with the extra goods .
yours faithfully ,
親愛的先生們：對于我方12月20日訂購的瓷器，非常感謝貴方及時發貨。然而，今早貴方承運人送來360箱貨物，而我方只訂購了320箱。很不幸，我方目前的需要已完全飽和，無法接受多余的貨物。請傳真通知我方如何處理。
8）、or inferior quality (由于質量低劣而抱怨)
dear sirs,
with reference to our order no. 315, we are compelled to express our strong complaints for the inferior quality . compared to the sample no . 169, the arrived self-adhesive correction tape is very transparent and does not satisfactorily cover the error being corrected .
we shall be glad to have your explanation of this inferiority in the quality , and also to know what you purpose to do in this matter .
sincerely yours .
親愛的先生們：關于我方第315號訂單，由于到貨質量低劣，我主被迫表達強烈的不滿。同169號樣品經較，此次運到的修改帶稀薄，無法滿意覆蓋被改正的錯誤。我方希望貴方對這一情況加以解釋，并告知貴方對此事的處理方法。
yours faithfully ,
親愛的先生們：對于我方12月20日訂購的瓷器，非常感謝貴方及時發貨。然而，今早貴方承運人送來360箱貨物，而我方只訂購了320箱。很不幸，我方目前的需要已完全飽和，無法接受多余的貨物。請傳真通知我方如何處理。
8）、or inferior quality (由于質量低劣而抱怨)
dear sirs,
with reference to our order no. 315, we are compelled to express our strong complaints for the inferior quality . compared to the sample no . 169, the arrived self-adhesive correction tape is very transparent and does not satisfactorily cover the error being corrected .
we shall be glad to have your explanation of this inferiority in the quality , and also to know what you purpose to do in this matter .
sincerely yours .
親愛的先生們：關于我方第315號訂單，由于到貨質量低劣，我主被迫表達強烈的不滿。同169號樣品經較，此次運到的修改帶稀薄，無法滿意覆蓋被改正的錯誤。我方希望貴方對這一情況加以解釋，并告知貴方對此事的處理方法。
10)、for poor performance on a service contract (由于服務質量差而抱怨)
dear mr .weidner .
contract no. 17854
you will recall that you and i have discussed at least three times during the past six months the low quality of service provided by your hotel .after each conversation, service is improved for a short time , and then reverts .back to the old standard that brought abort my original complaints .
i will summarize in this letter my previous discussions about your performance .you may wish to refer to our contract as you read my comments.
1. windows :according to the contract ,all windows are to be cleaned once a month .this is not being done .often from six to eight weeks elapse between cleanings .even when the windows are cleaned ,the job is less than satisfactory .
2.carpets: the carpets should be vacuumed after each workday .although your service people do show up each day , their efforts can only be described as careless .
3.miscellaneous : i could mention a dozen other cleaning responsibilities that are not being met satisfactorily--furnitures , lavatories and ash trays , for example .
i call your attention to paragraph 7c in the contract , mr .weidner , in which the provisions for revocation of the contract are described .i do not like to consider such a possibility , but i must have your written assurance that all provisions of the contract will be met .
i will be pleased to meet with you once more to discuss the situation. i assure you that this a matter of some urgency to me .
yours faithfully,
親愛的韋德羅先生：您會記得，在過去六個月中，我們至少三次討論過貴旅店服務質量低劣問題。每次討論過后，服務質量在短時間內有所提高，但不久又退回到原先的水平。
在這封信中，我將就先前討論問題做一概述。您在閱讀此信時，也許需要參考我們的合同.1. 窗戶：遵照合同，每月清洗一次所有窗戶。然而。此項工作并未得到落實。每次清洗相隔六至八周。即使窗戶被清洗過，效果也不盡人意。2. 地毯：每個工作日之后，對地毯應真空吸塵。盡管貴方服務人員每天露面，但工作很不仔細。3. 各種事務：我可列舉許多令人不滿意的清潔工作，例如家具、衛生間、煙灰缸等等。韋德羅先生，請您注意我們合的每7c一段，有關終止合同的說明。我本人并不想考慮這種可能，但您是必須書面保證履行合同中的所有條款。我很愿意同您再次會晤，討論目前情形。這事對于我至關重要，二盼急迫。
書寫抱怨、索賠信函時，不妨開門見山出原先雙方同意的條件，然后列舉事實以表示有何不滿，以及為什么不滿，最后提出解決的方法。內容應明確、清楚 、有理，語氣要簡潔、堅決。避免使用憤怒和使對方過于難堪的措辭（除非你所抱怨的問題反復發生，且多次投訴而毫無結果）。
1） for delay in shipment (由于發貨延遲而抱怨)
dear sirs ,
the furniture we ordered from you should have reached us a week ago .needless to say , the delay in delivery has put us to great inconvenience .it is therefore imperative that you dispatch them immediately .otherwise we shall be obliged to cancel the order and obtain the goods elsewhere.
please look into the matter as one of urgency and let us have your reply as early as possible .
yours faithfully,
親愛的先生們：我方從貴方訂購的家具應于一星期前收到。不用說，發貨的延遲給我方帶來了很大的不便。因此，貴方必須立即發貨，否則我們將被迫取消訂單，到另處訂貨。
請緊急處理此事，并盡快告知結果。
2） for poor-packing （由于包裝不妥提出索賠）
dear sirs ,
we are writing to inform you that the toys covered by our order no.519arrived in such an unsatisfactory condition that we have to lodge a claim against you .it was found upon examination that 10%of them are broken and some are badly scratched , obviously due to the improper packing . therefore, we cannot offer it for sale at the normal price and suggest that you make us an allowance of 20% on the invoiced cost .this is the amount by which we propose to reduce our selling price .if you cannot accept , im afraid we shall have to return them for replacement .
sincerely yours ,
親愛的先生們：我們寫信通知貴方，519號訂單玩具已收到，但貨物狀況很不令人滿意 ，故我們不得不提出索賠。經檢查，我們發現有10％的貨物破損，而且一些也有嚴重磨損現象。很明顯，這是由于包裝不妥造成的。因此，我們無法以原價售出貨物。 建議貴方依照發票金額給予20％的折扣，這是我們所建議降低的售價額度。如果貴方無法接受，我們將不得不退貨，要求替換。
3） for damage of goods （由于貨物損壞而抱怨）
dear sirs,
our order no.jt-8 the glassware you supplied to our order of 3rd july was delivered by the shipping company this morning .the 160 cartons containing the goods appeared to be in perfect condition .but when i unpacked them with great care , i regret to report that 10 cartons of glassware badly cracked .
we trust you can understand that we expect the compensation for our dam aged goods .
yours faithfully,
親愛的先生們：訂單jt－8號我方于7月3日從貴處訂購的玻璃器皿已于今早貨運公司送到。裝有貨物的160個紙箱完好無損。但當我們小心打開檢查時，發現有10箱玻璃器皿嚴重破損。相信貴處能理解我方要求對損壞貨物進行賠償。
4） for incomformity（由于貨物不符而抱怨）
dear sirs ,
on march 12, we ordered 1,200 shirts size 42. but unfortunately ,we received completely different articles-children clothes today .we can only presume that a mistake was made and the children clothes were for another order .
as i have several customers waiting , please arrange for the replacements at once.
faithfully yours,
親愛的先生們：三月十二日我訂購了一千二百件四十二號男式襯衣。但不幸的是，今天我們收到了完全不同的貨物――兒童服裝。我們想貴方一定搞錯了，兒童服裝是另一份訂單。由于有幾位客戶在等貨，故請貴方立即安排更換貨物。
5） for unacceptable substitute （由于無法接受替代物而抱怨）
dear mr .cliff,
during the past three months i have placed two sizable orders for the handy desk companion by roy .specifying the hard back binding .but both time you sent me paper-back binding because you were out of stock on the hard-back .
fortunately ,i am still selling a few of the paper backs ,but more and more customers ask for the hard-back ones .(at least two of our competitors have this reference book in hard-back in our cities).
enclosed is my order for 75 copies of the handy desk companion in hard-back . please do not , under any circumstances ,send me anything else . i have plenty of the paper-back in stock.
very sincerely yours ,
親愛的克里夫先生：在過去的三個月中，我兩次向貴方訂購了相當數量的由羅伊所著的《便利的辦公伙伴》一書，指定需要精裝本。但貴方由于精裝本缺貨，兩次寄給我的都是平裝本。
值得慶幸的是，我仍賣出一些平裝本，但越來越多的顧客索要精裝本。（本對少有兩家競爭者出售此書的精裝本）。
隨信寄上訂單，購買75本《便利的辦公伙伴》精裝本。請無論如何，不要寄給我其它替代物。我現已大量平裝本的庫存。
6）for shortweight (由于短重而要求索賠)
dear sirs ,
we have just received the survey report from shanghai commodity inspection bureau evidencing that all drums of apple juice weigh short by form 1 to 5 kilogram ,totaling 300 kilogram. as the drums were intact , it is obvious that apple juice was short weight before shipment .under such circumstances , we have to file a claim against you to the amount of rmb
850 plus inspection fee .
we are enclosing the survey report no. te(95)115 and looking for ward to your settlement at an early date .
yours faithfully .
親愛的先生們：
我方剛剛收到上海商檢局的栓驗報告，證明所有蘋果汁每桶少一至五公斤,總共減少三千公斤。由于果汁完好無損，顯而易見，蘋果汁估裝運前就不夠重量。在這種情況下，我方不得不向貴方提出八百五十元人民幣的索賠，另加檢驗費用。現隨信附上第te（95）115號商檢報告，希望早日解決這一問題。
7）for over -shipment （由于到貨數量過多而抱怨）
dear sirs,
we thank you for promptness in delivering the chinaware we ordered on 20th dec .the number of cartons delivered by your carrier this morning was 360, whereas our order was for only 320.
unfortunately , our present needs are completely covered and we cannot make use of the extra goods .please inform us by fax what we are to do with the extra goods .
yours faithfully ,
親愛的先生們：對于我方12月20日訂購的瓷器，非常感謝貴方及時發貨。然而，今早貴方承運人送來360箱貨物，而我方只訂購了320箱。很不幸，我方目前的需要已完全飽和，無法接受多余的貨物。請傳真通知我方如何處理。
8）、or inferior quality (由于質量低劣而抱怨)
dear sirs,
with reference to our order no. 315, we are compelled to express our strong complaints for the inferior quality . compared to the sample no . 169, the arrived self-adhesive correction tape is very transparent and does not satisfactorily cover the error being corrected .
we shall be glad to have your explanation of this inferiority in the quality , and also to know what you purpose to do in this matter .
sincerely yours .
親愛的先生們：關于我方第315號訂單，由于到貨質量低劣，我主被迫表達強烈的不滿。同169號樣品經較，此次運到的修改帶稀薄，無法滿意覆蓋被改正的錯誤。我方希望貴方對這一情況加以解釋，并告知貴方對此事的處理方法。
yours faithfully ,
親愛的先生們：對于我方12月20日訂購的瓷器，非常感謝貴方及時發貨。然而，今早貴方承運人送來360箱貨物，而我方只訂購了320箱。很不幸，我方目前的需要已完全飽和，無法接受多余的貨物。請傳真通知我方如何處理。
8）、or inferior quality (由于質量低劣而抱怨)
dear sirs,
with reference to our order no. 315, we are compelled to express our strong complaints for the inferior quality . compared to the sample no . 169, the arrived self-adhesive correction tape is very transparent and does not satisfactorily cover the error being corrected .
we shall be glad to have your explanation of this inferiority in the quality , and also to know what you purpose to do in this matter .
sincerely yours .
親愛的先生們：關于我方第315號訂單，由于到貨質量低劣，我主被迫表達強烈的不滿。同169號樣品經較，此次運到的修改帶稀薄，無法滿意覆蓋被改正的錯誤。我方希望貴方對這一情況加以解釋，并告知貴方對此事的處理方法。
10)、for poor performance on a service contract (由于服務質量差而抱怨)
dear mr .weidner .
contract no. 17854
you will recall that you and i have discussed at least three times during the past six months the low quality of service provided by your hotel .after each conversation, service is improved for a short time , and then reverts .back to the old standard that brought abort my original complaints .
i will summarize in this letter my previous discussions about your performance .you may wish to refer to our contract as you read my comments.
1. windows :according to the contract ,all windows are to be cleaned once a month .this is not being done .often from six to eight weeks elapse between cleanings .even when the windows are cleaned ,the job is less than satisfactory .
2.carpets: the carpets should be vacuumed after each workday .although your service people do show up each day , their efforts can only be described as careless .
3.miscellaneous : i could mention a dozen other cleaning responsibilities that are not being met satisfactorily--furnitures , lavatories and ash trays , for example .
i call your attention to paragraph 7c in the contract , mr .weidner , in which the provisions for revocation of the contract are described .i do not like to consider such a possibility , but i must have your written assurance that all provisions of the contract will be met .
i will be pleased to meet with you once more to discuss the situation. i assure you that this a matter of some urgency to me .
yours faithfully,
親愛的韋德羅先生：您會記得，在過去六個月中，我們至少三次討論過貴旅店服務質量低劣問題。每次討論過后，服務質量在短時間內有所提高，但不久又退回到原先的水平。
在這封信中，我將就先前討論問題做一概述。您在閱讀此信時，也許需要參考我們的合同.1. 窗戶：遵照合同，每月清洗一次所有窗戶。然而。此項工作并未得到落實。每次清洗相隔六至八周。即使窗戶被清洗過，效果也不盡人意。2. 地毯：每個工作日之后，對地毯應真空吸塵。盡管貴方服務人員每天露面，但工作很不仔細。3. 各種事務：我可列舉許多令人不滿意的清潔工作，例如家具、衛生間、煙灰缸等等。韋德羅先生，請您注意我們合的每7c一段，有關終止合同的說明。我本人并不想考慮這種可能，但您是必須書面保證履行合同中的所有條款。我很愿意同您再次會晤，討論目前情形。這事對于我至關重要，二盼急迫。
上一篇：告訴客戶建立分公司及地址變遷消息
下一篇：五種常見商務邀請信之英文寫作舉例
