Business writing on all occasions
Chapter One Functions, Components and Styles商务信函的功能、要素及样式
商务书信由以下基本要素构成：
信头（Letter Head）
日期（Date）：日期与信头相隔三至六行。
封内地址（Inside Address）：指收信人的姓名和地址，在信的左边与日期有两行之距。
Esq.用于男性，在改名之后，并加逗号，如：H Jackson, Esq., 但“Esq.”在美国只用于某些人，如：法官，地方长官等。
如某公司名称由人的姓名组成，则可用“Messrs”一字作为对该公司的尊称如：Messrs. David Brown & Co.
称呼（Salutation）：英式为“Dear Sirs”，美式为“Gentlemen”。难以确定对方性别可用“Dear Madam or Sir”。
正文（Message）
结束语（Complementary Close）：Yours faithfully, Yours truly, Sincerely yours.
签名（Signature）:手签。代签则注以per procuration; per pro; P. pro.或P.P.以代理，如：per pro: Guangzhou Trading Company
Styles of English Business Letters商务信函的格式
商务往来常常采用以下6种格式：
全齐头式（The Complete Block Form）
齐头式（The Block Form）
半齐头式(The Semi-block Form)
缩进式（The Indented Form）
简化式（The Simplified Form）
倒缩式（The Hanging Indention Form）
The Superscription 信封的写法
表示信函类别的信封标志有：
Ordinary Mail 平信 By Air Mail (Par Avion) 航空
Registered (Reg. /R.) 挂号 Double-Registered 双挂号
Express 快件 Express Delivery 特快专递
Express Mail Service (EMS) 特快专递 Sample 样品
Printed Matter 印刷品 Photo Inside 内有照片
Parcel Post 包裹邮件 Local 本埠
With Compliments 赠品 Urgent 急件
Immediate 要件 Personal 亲启
Private 私人信件 Secret 密件
Top secret 绝密 Confidential 机密
Rush 快件；etcx.
Tips(提示)：1. 写给已婚女性的信，信封上应称呼为Mrs.+丈夫的名字，写信给两位及两位以上的男士时，应用Messers.+姓名1+姓名2+……; 写信给两位及两位以上的女士时，应用Misses+姓名1+姓名2+……，写信给夫妇时，可写：Mr and Mrs+丈夫的名字。2. 如果信要请某人转收，则应在收信人下面写：C/O+代收人的姓名，C/O=care of, 意即转交。
Chapter Two Language Skills, Normalize and Writing Principles 商务信函的语言技巧、规范化及写作原则
实用表达（Practical Expressions）
信函语汇中包括一些常用套语，现列举如下：
“依照您的请求/意图”
as you requested / as you instructed / at your request / according to your request or wish/ in accordance with your request / in compliance with your wishes / following your directions
“承前一信/电话/会议”
further to my letters of May 1st / following on our letter of May 1st / as a follow-up to our telephone conversation / in the wake of the… meeting
“我方了解到/注意到”
we note or notice / we see or understand / we have been told / we have been notified / we learned or have learned (from…) / we have been informed (by…of…)
“尽力”
try to / attempt to / make every effort to / do everything we can do
“若贵方同意”
if (the plan) meets with your approval / if (the plan) is acceptable to you / if you approve of (the plan) / if the idea appeals to you
“（望）即赐复，速复”
(to give sb.) a prompt reply / an early response / an immediate reply
“请接受我们的．．．”
Please accept our apology / congratulations / assurance that…
“现附上”
Attached is / Please find attached / Attached are / We are attaching / I have enclosed / You’ll find enclosed
“供参考/批阅/指正”
for your information / for your consideration / for review / for recommendation
The Seven C’s for Business Writing 商务信函七原则：7C ：courtesy礼貌, consideration体谅, completeness完整, clarity清楚, conciseness简洁, concreteness具体, correctness正确
Chapter Three Establishing Business Relations 建立业务关系
1. Comprehensive Knowledge (综合知识)
新的贸易对象的名址一般可以从以下几个途径获得：(1)国内外商会(Chamber of Commerce); (2)大使馆(Embassy), 领事馆(Consulate), 商务参赞处(Commercial Counsellor’s Office); (3)海外关系及其他客户; (4)媒介上的广告; (5)市场调查; (6)商品交易会、展览会等; (7)银行; (8)贸易代表团体的互访; (9)自我介绍。
建立业务关系的信函一般包括以下内容：(1) 告诉对方是如何获悉其地址和业务范围的，并表示意图与对方建立业务关系；(2) 向对方作自我介绍(企业性质、业务状况、经营范围、信誉声望等)；(3) 以礼节性的语言结尾，表明对对方回复和合作的希望。
同时，对于一般试探性接触的来函应该及时、认真地予以回复，切忌置之不理。回函应包括：(1) 引出对方的来函日期(Date)和编号(Ref. No.)；(2) 对对方的来信和诚意表示感谢；(3) 说明我方的态度，交代汇寄资料，如不能满足对方要求，应婉述原因，真诚地表明歉意，为以后可能的交易留有余地；(4) 说明我方的明确打算。
Gentlemen:
We have learned from the commercial cousellor’s office of our Embassy in Guangzhou that you are one of the leading exporters Chinese dinner sets and enjoy a good reputation for more than 40 years in the world market.
We would like to enter into direct business relations with you on the basis of equality, mutual benefit and exchanging what one has for what one needs.
To give you a general idea of the scope of our business activities and the available catalogue for export, we enclose a brochure and a price-list under separate cover. Quotations and samples will be airmailed to you upon receipt of your specific inquiry.
We look forward to your favourable reply.
Yours sincerely,
先生们：
承蒙我方驻广州大使馆商务参赞办公室的介绍，我方获悉你方是中国餐具的主要出口商之一，40年来在世界市场上享有很高的声誉。
我们希望在平等互利、互通有无的基础上与贵方建立直接的贸易关系。
为使贵方对我们的经营范围和可供出口的商品类别有所了解，我们另函附上产品手册和价目单。一接到你方的具体询价，我方将航寄报价单和样品。
静候佳音。
谨上
Dear Sirs,
We write to offer our services as your agents in Guangzhou if, however, you are already satisfactorily represented here, please ignore this letter. There is a growing demand here for textiles, especially fancy worsted suitings and printed cotton fabrics and the prospects are really excellent for good quality fabrics at competitive prices. As soon as we are in possession of details and samples of your range, we shall be in a position to advise you on their suitability for this particular market, to select qualities that are likely to sell well and then to visit our customers with them.
With regard to references, you may write to any of the major Guangzhou confirming houses, to our bank, the Bank of China, or to any of our customers. We are known throughout the trade as agents of the highest integrity.
We look forward to hearing from you and to the possibility of representing you in Guangzhou.
Sincerely yours,
敬启者：
现去函请示担任你方在广州的代理。倘若你们已有合适代理则作罢。
此地对纺织品，特别对精纺花呢及印花棉织品需求日增，价廉物美的纺织品销售前景的确极好。一旦我们获得你方样品及详细情况，当能告知哪些是适销此间市场的，并能选出一些品质适销的商品向客户兜售。
关于我们的资信情况，可写信向广州主要保兑行----我们的开户银行“中国银行”或向我们的任何客户询问。在全行业中我们以最诚实的代理而闻名。
有关在广州代理的可能性，期盼回音。
谨上
Dear Mesdames/Sirs:
It is regrettable to find an absence in your orders since February of 2002. We have not heard of any problems and / or complaints concerning our products so we assume everything is satisfactory. If there are any problems, please feel free to contact us so we can correct the situation.
If the current market depression is the cause for your lack of orders, we can offer you a 20% reduction on all crystal vases from the current price list enclosed.
We are grateful for your business.
Sincerely,
敬启者：
2002年2月以来订货中断令人遗憾。贵方对我产品从无怨言，使我方以为一切正常。若有不妥，望告，我方当予纠正。
如因目前市场萧条而难以订货，我方可自附去各式水晶花瓶价单中给予8折优惠，如何？
如蒙惠顾，感激之至。
谨上
Dear Sirs:
We are one of the leading musical instruments importers Guangzhou. We learn from our Embassy in London that you are producing for export musical instruments of superior quality. There is a stead demand here for them.
Will you please send us at your earliest convenience price-lists and catalogues of all musical instruments you hold in stock; also details of trade discounts and terms of payment? I should also find it most helpful if you would supply representative samples.
We trust that you will send us your reply by return at an early time.
Yours faithfully,
敬启者：
我们是广州的主要乐器进口商之一。承蒙我方驻英国大使馆的介绍，获悉你们生产出口的乐器质量很好。目前，广州市对乐器的需求比较稳定。
请问贵方能否尽快寄出你们有现货的乐器的目录清单和价目表，并同时寄来有关贸易的折扣的细节和付款方式说明？如果你方还能寄来一些典型的样品的话，将非常有助于我们做决定。
盼复！
谨上
Typical Sentences (典型例句)
Being specialized in the export of…, we express our desire to trade with you in this line.
我们专门出口．．．愿与贵方展开这方面的业务。
Ｗe learn form … that you are one of the leading importers of electric products in your area and enclose here our illustrated catalogue and price list.
从．．．（处）得知，贵公司是你们地区最主要的电子产品出口商之一，随函附上我方产品插图目录及价目表。
Having had your name and address from… we avail ourselves of this opportunity to write to you and see if we can establish business relationship with you.
我方从．．．（处）获悉贵公司的名称和地址，因此我们借此机会写信给你方，看看能否同你方建立起贸易关系。
Through the courtesy of Mr. Liu, we are given to know that you are one of the leading importers of in your area and wish to enter into busi
ness relations with us.
承蒙刘先生的介绍，我们获悉你方是当地．．．．．．（产品）的主要进口商之一，并且希望同我方建立贸易关系。
Ｗe hear on good authority that your firm specialize in …
我们从可靠的官方消息得知贵公司专营．．．．．．
Mr. Bob Smith informs us that you are manufacturers of nylon bed-sheets and pillowcases. As the items fall within the scope of our business activities, we shall be pleased to communicate with you direct on business transaction.
从鲍勃．史密斯先生处得知，贵公司是尼龙床单、枕套的制造商。因该类商品属于本公司经营范围，所以有意与贵公司发展直接贸易往来。
We own your name to the British Chamber of Commerce & Industry, London, through whom we learned that you are the manufacturers of Textiles, Piece goods and other General Merchandise, and also that you are Importers & Exporters.
承蒙英国伦敦工商业协会告知贵公司名称，并获悉贵公司生产纺织品、布品以及其他一般性商品，同时兼做进出口生意。
We are the largest light industrial trading company in China, and have offices or representatives in all major cities and towns in China.
本公司是中国最大的轻工业品贸易公司，在中国各主要城镇都设有分公司及门市部。
We are a construction company with a worldwide network.
我们是土木建筑公司，与世界大部分的国家保持联系。
The corporation with whom we have had considerable transactions for the past 6 years, would provide you business standing.
该公司在过去6年中曾与我公司做过大量交易，他们会向你方提供有关我们业务信誉的任何资料。
We request you to send us your samples to determine the quality, and we shall pay for the samples. 为了确定贵公司产品质量，希望贵公司寄来样品，我方将偿付样品费用。
During a recent visit to the Ideal Home Exhibition I saw a sample of your plastic tile flooring. This type of flooring would, I think, be suitable for our customers request. Would you please give me the following information: …
最近，在理想家庭展览会上，看见贵公司塑胶地板花砖的样品。该地板砖，想必一定很适合我们顾客的需要。惠请告知下列各项资料：．．．．．．
We appreciate / look forward to your favourable and prompt reply.
敬请早日回信。
If you are not interested in taking advantage of the offerings on the list, please be good enough to forward it to some of your friends or a firm, who may be interested in these items.
如果贵公司无意于清单上所提供的产品，恳请将商品清单转寄给对这类产品感兴趣的朋友或相关公司。
If you are interested in establishing business relations with us in this line, please let us know your specific requirements. We’ll be pleased to forward samples, catalogues as well as detailed information.
如贵公司有意与本公司建立该商品的业务往来，请提出具体要求，以便寄上样品、目录及详细说明书。
Your letter expressing the hope of entering into business connection with us has been received with thanks.
我们已收到你方希望同我方建立贸易关系的信件，深表谢意。
We have received your letter of March 4, inquiring about … and requesting some samples of… 贵公司3月4日来函收悉。来函询问．．．．．．并承索．．．．．．样品。
It is a pleasure to send you the information you requested regarding our cars.
很高兴回复你对汽车资料的询函。
The report in circulation indicate that the … company is in an awkward situation for meeting their obligations.
根据通报发，．．．．．．公司履约情况不佳。
The… company is a firm of good reputation and has large financial reserves.
．．．．．．公司信誉良好，资金储备雄厚。
If you fall in with our proposal, please inform us of your best payment terms and banks reference.
如同意我方建议，请告知优惠的支付条款和银行证明。
Chapter Four Enquiries, Offers and Counter-offers 询盘、报盘与还盘
询盘（Enquiry）是交易一方欲购买或出售某种商品，向另一方发出的探询购买该商品及有关条件的一种表示，也称询价、探盘。询盘可以从口头发出，也可以采用书面形式，或通过电报、电传等，通常由买方发出。询盘也可由卖方发出，旨在主动探询对方意图，了解市场行情。
报盘（Offer）是卖方主动向买方提供商品信息，或者是对询盘的答复，是卖方根据买方的来信，向买方报盘，其内容可包括商品名称、规格、数量、包装条件、价格、付款方式和交货期限等。报盘有两种：虚盘（non-firm offer），即无约束力的报盘。一般情况下，多数报盘均为虚盘，虚盘不规定报盘的有效日期，并且附有保留条件，如：The offer is subject to our final confirmation/prior sale. 该报盘以我方最后确认为准/是否事先售出为准。实盘（firm offer）则规定有效日期，而且实盘一旦被接受，报盘人就不能撤回。
还盘（counter-offer）是贸易往来中（主要是对价格）的磋商（negotiation）。当买卖双方不能接受对方所提供的某项贸易条件时，可以通过还盘信说明原因，表示遗憾，或提请对方给予一定让步。贸易条件逐项在这个过程中一一确定，直至交易达成。
Samples:
20th May, 2002
Gentlemen,
Will you please provide us with the lowest quote on the following item?
Article Description: Copper wire
Quantity: 100 short tons of 2000 pounds
Price: CFR Guangzhou, including packing costs
Payment terms: Irrevocable L/C, opened in your favor, ten (15) days after acceptance of order
Shipment date: August/September 2002
Your reply is anticipated.
Sincerely,
敬启者：
请把下列商品的最低价报告我方，好吗？
品名：紫铜丝
数量：100短吨（每短吨2000磅）
价格：成本运费广州价（含包装费）
付款条件：接订单15日开立以贵方为受益人，不可撤销的信用证。
交货期：2002年8月9日
盼复。
谨上
June 1, 2002
Gentlemen,
Thank you for your May 20, 2002, letter of inquiry with the following offer.
Offer: 100 short tons of copper wire US $ 150 per short on CFR Guangzhou, delivery within one month of your order. Payment effected by irrevocable Line of Credit (L/C) in our favor. Payable by draft at sight, in United States Dollar (US $), in the Bank of America.
This offer is firm subject to receiving your reply this month. The wire will be salable one this offer has lapsed.
Faithfully,
敬启者：
贵方2002年5月20日询函收悉，谨此致谢并报盘如下：
紫铜丝100短吨，每短吨150美元，成本、运费广州价，订货后1月内交货。
付款以我方为受益人、不可撤销的信用证（即期汇票）由美洲银行支付。
谨上
2002年6月1日
15th June, 2002
Gentlemen,
Thank you for your June 1st letter, with an initial offer for 100 short tons of captioned goods at US $150 per short ton CFR Guangzhou, usual terms.
Regretfully, our end-users find your price too high and out of line with prevailing levels of similar products. For example, Canadian wire selling at US $ 140 per short ton.
Therefore, it is difficult for us to justify additional costs. Reducing your price, say 7%, would allow us the ability to come to terms. I believe you will find our counter-offer favourable, keeping in mind the current market declination.
Yours faithfully,
敬启者：
承蒙6月1日首次报来标题货100短吨（每短吨成本、运费广州价150美元，惯常条款）谨致谢意。
然而令人遗憾的是，此间用户认为价格过高，有别于同类产品（加拿大货 /
140美元），故说服对方确有难处。若能优惠7%，可望有成。我认为，市价下跌，我盘实为优惠。
谨上
2002年6月15日
June 22, 2002
Gentlemen,
It is very kind of you to notify us that you have found our counteroffer to be on the high side. While we appreciate your information regarding Canadian supply, we regret to differ with you on the cutting specifications.
We are sorry to be unable to entertain your counter-offer at this time due to numerous inquiries expected to close business near our price level.
Please let us know if you foresee any chance of bettering your offer. We would be glad to hear of any developments on your end. Thank you.
Sincerely,
敬启者：
承蒙来函告知我方价格过高，并提供有关加拿大货的信息，谨此致谢，但很遗憾我们不能接受你方降价幅度。
目前我方有大批询盘在手，可望以我方价格水平成交，所以很抱歉不能接受你方还盘。
如能提价，请告知。贵地行市有何变化，如能赐告，感激不尽。
谨上
2002年6月22日
25th January, 2002
Dear Sir,
I write to thank you for your letter of 20th January and for the samples of men and women shirts you very kindly sent me.
We appreciate the good quality for these garments, but unfortunately your prices appear to be in the high side even for garments of this quality. To accept the prices you quote would leave us with only a small profit in our sales since this is an area in which the principal is for articles in the medium price range.
We like the quality of your goods and also the way in which you have handled our enquiry and would welcome the opportunity to do business with you. May we suggest that you could perhaps make some allowance on your quoted prices that would help to introduce your goods to our customers? If you cannot do so then we must regretfully decline your offer as it stands.
Yours faithfully,
敬启者：
特函致谢贵方在1月20日来函及寄来的男女式衬衫样品。
我们很欣赏这些衣着的优良品质，但可惜贵方似乎开价过高。假如接受这个价目，我们无多少利润可赚，因为本地区买家主要是购买中等价格货品。
我们很喜欢贵方货物质量及贵方处理我们询价的方式，并十分乐意与贵方交易。我们建议贵方给予本公司一点折扣，这可以方便本公司向顾客推广贵方产品。假如贵方无法这样处理，我们只好抱歉地谢绝贵方报价。
谨上
2002年1月25日
3rd February, 2002
Dear Sir,
I am sorry to learn from your letter of 25 January that you find our prices too high. We do our best to keep prices as low as possible without sacrificing quality and to this end are constantly enquiring into new methods of manufacture.
Considering the quality of the goods offered we do not feel that the prices we quoted are excessive, but bearing in mind the special discount of 5% on a first order of US $ 60000. We make this allowance because we should like to do business with you if possible, but I must stress that it is the furthest we can go to help you. At least I hope this revised offer will now enable you to place an order.
Yours faithfully,
敬启者：
贵方在1月25日来函说我方定价过高，甚感遗憾，我方已尽力维持低价而不牺牲质量，为达到这个目的，我方不断改进生产的新技术。
从货物质量来考虑，我方并不认为报盘过高，但考虑贵公司的特别情形，决定给予贵方首宗6万美元订单5%的特别折扣。我方给予这个优惠是希望能与贵方成交，但须强调的是这是我们能达到的最大限度。希望这个修改过的报价能使贵方惠赐订单。
谨上
2002年2月3日
Dear Sirs,
We are obliged for your letter of 4 April quoting for “Modern” detergent at US $ 10 per case of 100 bags of 20 ounce, but regret that at this price we cannot place an order.
Had your own prices been within our reach we could have placed regular large orders.
We therefore hope you will reconsider your quotation and find it possible to offer a lower price, calculated on the basis of a monthly order for a minimum of one thousand cases.
Yours faithfully,
敬启者：
感谢贵方5月2日来函开列“现代牌”洗衣粉价格，遗憾的是，我方不能以1美元的价格订购每箱100包，每包20盎司洗衣粉。如果贵方能降低价格而使我方能接受的话，我方就可以长期大额订货。
因此，我方希望贵方重新考虑贵公司的报盘，以每月最少订购1000箱为基础计算，看能否将价格降低。
谨上
2002年5月8日
14th May, 2002
Dear Sir,
Thank you for your letter of 8th May. We are indeed sorry you find our price too high. Our quoted price leaves us with only a small profit and, if it were not for the large orders we receive form a number of our regular customers, we could not have quoted for supplies even at that prices.
Our price already makes full allowance for large orders and, as I am sure your know, we operate in a highly competitive market in which we have been forced to cut our prices to the minimum. We wish we could help, but unfortunately cannot do so by lowering our price.
We should welcome you as one of our customers, and despite our inability to offer you a lower price, still hope you will give us the opportunity to do so.
Yours faithfully,
敬启者：
多谢贵方5月8日来函。我方认为贵方报盘过高，甚感遗憾。按照这个价我们只有很少的利润可赚。如果不是有一批常客经常惠赐大宗订单的话，我方甚至不能以此价供货。
我方定价已按大宗订单考虑；贵方也知晓我方面对激烈竞争的市场，早已被迫将定价降至最低。我方很愿意协助贵方，但无法将定价降低。
尽管我方无法提供较低价，仍然欢迎贵方成为我方客户，希望贵方赐予机会。
谨上
2002年5月14日
Typical Sentences (典型例句)
Enquiries 询盘
Please let us have your quotation in Pound Sterling for…
请把贵公司．．．．．．的英镑报价单寄给我们。
Would you kindly quote your best/lowest/keenest/ “rockbottom” prices and terms of payments for… 敬请贵公司将．．．．．．最优惠/最低/最具吸引力的价格和付款方式报给我方。
Please send us full details of your goods and state your earliest delivery. 请将贵公司商品详细情况寄给我方，并说明最早交货期。
Chapter Nine Complaints, Claims and Adjustments 投诉、索赔与理赔
索赔（Claims）
理赔（Settlement of Claim）：违约方受理对方的赔偿要求。
投诉与索赔常常是同时提出的，投诉内容多种多样，如货物未能按时到达或出现投递错误，货品价格与原议价不符，货物品质与原样品不符，货物有损毁或短缺，卖方服务不周到，或者买方延迟开立信用证，延期接货，甚至有意拖欠付款等等。
写索赔信，应内容明确，语言温和，做到有理、有利、有节，可按照下列步骤书写：
对提出索赔表示遗憾；
提及订单日期、交货日期、索赔货物的名称及交货期；
说明要求索赔的原因，并要求解释；
说明由此造成的不便；
提出解决的办法。
Samples:
Ref: Order 22344
Dear Mr. Zhang,
It has been two months since we placed the order, but we have not yet received the goods. We are wondering if the order has been delayed.
Before we made the order, we had stressed the importance of on time delivery and your representative promised this. The delay has caused us inconvenience, as we would miss the June sales. We therefore remind you that if we couldn’t receive the goods by 15th May at the very latest, we would have to cancel the order.
Yours sincerely,
John Brown
Marketing Manager
档案：订单22344
亲爱的张先生：
我们向你订购已经两个月，但至今仍未收到货物，我们怀疑订单是否被搁置了。
在我们下订单前，曾一再强调准时交货的重要性，你们的代表亦曾做出保证。延期交货给我们带来了不便，会使我们错过6月份这个大好的销货期。因此我们提醒你，若5月15日前我们还收不到货物，便不得不取消该次订单。
你真诚的
约翰．布朗
市场部经理
Dear Mr. Brown,
I was so sorry to hear from your letter of 1st May that you have not received the goods you ordered. The reason that our computer miscalculated and arranged your order for December. We have made the correction immediately and have sent the goods by air. Please contact me if you have not received it within two weeks.
I am extremely sorry for the delay. As a measure of compensation, I would give a further 5% discount on this order and the following one. I hope this arrangement would alleviate your lost.
Yours sincerely,
Zhang Xiaohua
Manager
亲爱的布朗先生：
从你5月1日来信中得悉你还未收到订购的货物，我们深表遗憾。
原因是电脑出错，将你的订单安排在12月出货。我们已改正，并已把货物以空邮寄出，若你于两星期内还未收到货物，请告诉我。
我非常抱歉这次延误，这次及下一次的订单提供5%的额外折扣，以作补偿，希望这样能减轻你的损失。
你真诚的
张小华
经 理
Dear Sir/Madam,
On 8 June I ordered EZLetter (Item No. A-110@100) from you via your on-line shopping Web site. Well, what I received today was EZWriter (Item No. A-117) and this is Not what I ordered.
I believe this is due to a clerical error on your part, and I want you to check your records and send me EZLetter asap. In the meantime, please let me know what should I do with the software I did not order. Do you want me to send it back to you COD? Your prompt reply appreciated.
Yours sincerely,
敬启者：
我在贵公司的网上购物站所订购的EZLetter 和PowerWriter，已于6月20日收到。
EZLetter 在电脑上运行顺利，我很满意。不过，使用PowerWriter 时就碰到很多问题。这软件常无故死机，我无法再忍受这种状况。
这软件显然有问题，因为EZLetter 在相同的电脑环境可顺利运行。我想我应有权利要求更换货物，请将贵公司的处理方式告诉我。
希望你们尽快回信，谢谢。
谨上
Dear Sirs:
We duly received the 1,000 crystal vases under our Order No. 2222 on July 3rd. But it’s with great regret that we have to inform you that 6 cardboard boxes were broken with 24 vases altogether damaged. On examination, we are shocked to find there’s no mark on the boxes as “HANDLE WITH CARE” and “FRAGILE”. As a result, the damage was due to rough handling in transit.
Please find herewith the Survey Report No. (02)34 issued by CIB. We are sorry to have to lodge a claim with you as follows:
The claim on the 24 damaged crystal vases
24 Crystal vases ……………………………..US $ 300.00
Inspection charges ……………………………US $ 40.00
The total amount of claim……………………US $ 340.00
We hope this matter will not affect our good relations in our future dealings.
Yours faithfully,
亲爱的先生们：
7月3日我方及时收到了第2222号订单项下的1000个水晶花瓶。但是我们不得不遗憾地通知你方：6个纸板箱破裂，共计有24个花瓶受损。经核查发现箱子上没有诸如“小心轻放”和“易碎品”的标示，对此我们很震惊。所以，损坏是由于运输过程中粗鲁装卸造成的。
随信附寄中国商品检验局发的第（02）34号调查报告，请查收。抱歉，但我们仍必须向你方提出索赔如下：
24个受损水晶花瓶价值 300.00美元
检验费 40.00美元
合计索赔金额 340.00美元
希望这次索赔不会影响我们今后的友好往来。
忠实于你的，
Dear Sirs:
We acknowledge receipt of your letter of July 8 regarding the 1,000 crystal vases which arrived with 24 damaged.
We were very sorry for the inconvenience this must have caused, and we immediately send 24 vases for compensation. As for the inspection charges, we will send it by T/T.
Sincerely hope you are satisfied with our arrangements. I should add that we are taking energetic steps to improve packing method so as to ensure the safe arrival of all your future orders.
Faithfully yours,
亲爱的先生们：
我们已收到你方7月8日关于1000只水晶花瓶中有24个受损的来信。
对于这件事将给你方带来的不便，我们深表歉意。我方即刻发出24个花瓶以作赔偿。关于检验费，我们将电汇给你方。
希望你方满意我方的安排。我想补充的是：我们正采取强有力的措施改进包装方法，以保证你们今后的订货安全到达。
忠实于你的，
Dear Sirs,
We are sorry to learn from your letter of July 8 that 24 crystal vases supplied to your Order No. 2222 were found damaged on arrival at the port of destination.
It’s our usual practice that we shall always be ready to compensate for any possible deterioration for which we are found liable.
In this particular case, we have to point out that we did strictly observe your packing instructions. Under normal conditions, such damage should not have occurred. As you concluded in your letter: “The damage was due to rough handling in transit”.
Since this consignment has been insured against All Risks we would like to suggest you place your claim with the insurance company.
Faithfully yours,
亲爱的先生们：
收悉你方7月8日关于你方第2222订单项下有24个水晶花瓶在到达目的港时受损的来信。对此甚为抱歉。
我们的惯例是：如经证实我公司对货物受损负有责任，我们总是乐于赔偿。
但是，对于这件事，我们必须指出：我们是严格按照你方指示进行包装的，在通常情况下是不会发生类似损伤的。正如你方在信中指出：“损坏是由于运输过程中粗鲁装卸造成的”。
由于这批货已投保一切险，建议你方向保险公司提出索赔。
忠实于你的，
Typical Sentences (典型例句)
Complaints and Claims 投诉与索赔
We regret having to report that we have not yet received the goods ordered on March 8.
非常抱歉，我们不得不告诉你，我们仍未收到3月8日所订购的货物。
The goods are not up to the standard. 货没有达到标准。
The quality of this lot of goods is so far below the standard that we cannot use them for our purpose. 这批货质量与标准相距很远，我们无法使用。
We are disappointed to find that the quality of the goods you supplied does not correspondent with / match / agree with the goods concerned.
对贵方所提供货物的质量与所提供的样品的质量不符，我方感到很失望。
The goods delivered are much inferior in quality to your samples. We are most anxious to have this matter cleared up and request you, therefore, to go into it and write us promptly.
所供货物质量不如样品质量。我方急于了解此事，恳请贵方马上着手调查。
Upon the arrival of the last consignment in Guangzhou, it was found that about 40% of the cases were leaking. 上批货到达广州时，40%的箱子有渗漏。
As you know, the demand for these goods is seasonal. We shall, therefore, be forced to cancel this order and buy elsewhere unless you effect immediate shipment.
如你所知，对这些货物的需求是季节性的。因此，如果你方不立即组织装运，我方将不得不取消订单，并从别处购买。
We are extremely sorry to have to draw your attention to the repeated delays in the execution of our order. 我不得不遗憾地提醒贵方，贵方多次延误履行本公司订单。
We regret that only twenty-five parcels have been received to date whereas your Advice Note indicates thirty. 我们抱歉地通知你，迄今为止我们只收到了25包货物，而在你的通知单列出的是30包。
I regret to inform you that when the shirts dispatched by your company were opened the following articles were found to be imperfect.
我抱歉地通知你，贵公司发来的衬衫打开后我们发现有下列问题。
Please look into this matter at once and let us know the reason for this delay.
请立即调查此事，并告知延迟的原因。
We have lost considerable business on account of your delay in dispatching. It is natural that you should be responsible for all the losses resulting from the delay in shipment.
由于贵方装船延误，我方已失去了这笔生意。贵方理所当然应对延迟装船所造成的一切损失负责。
We have to ask for a compensation to cover the loss incurred as a result of the inferior quality of the goods concerned.
我们不得不提出索赔要求，以补偿由于货物质量低劣而造成的损失。
We reserve the right to claim compensation from you for any damage.
我们保留向你们要求赔偿任何损失的权利。
Upon examination, we found that many goods were severely damaged. As they become unsaleable and useless to us, we lodge a claim against you for the amount of $ 600.
经检查，发现许多货物已严重破损。由于该货已成为无法销售的废品，因此我们对你方提出索赔，金额为600美元。
You leave no other way for us but to submit the matter to an arbitration organization.
你们的做法使我们不得不将此事提交仲裁机构解决。
In view of the satisfactory conclusion of the matter, we will waive the claim for the insurance fee. 鉴于此事取得了令人满意的结局，我们愿意撤消对保险费的索赔。
Adjustments 理赔
Your letter of November 20 claiming on quality has received our attention.
贵方11月20日对质量的索赔已引起我方的重视。
Please accept our apologies for sending you the wrong items.
非常抱歉，我们发错产品了。
We hope we can settle the issue of the delay with you amicably.
我们希望能和你友好地解决延误事宜。
We are sorry to learn of your complaints about the quality of the goods and are prepared to accept your claim. 我们遗憾地得知你方关于货物质量的意见，并准备接受索赔要求。
We much regret about the delay in the delivery of your order.
对于交货延误，我方深感遗憾。
We regret the inconvenience we are causing you. 对此事带来的麻烦我们表示歉意。
We apologize for failing to inform you of the delay in time. 对于未能及时向贵方通知此次延误，我们深表歉意。
We offer our unreserved apologies for our delay. 我们对我们的延误表示坦诚的道歉。
Thank you for your letter of May 4 calling our attention to the shortage of the goods.
感谢贵方在5月4日的来信中提醒我方注意货物的短缺。
After making a thorough investigation, we have decided to accept your claim and to compensate you for the sum involved. 经过详细调查后，我们决定受理你方的索赔，并赔偿有关的损失金额。
If you cancel the claim, we’ll try to make you a reasonable compensation in our future deals.
如果你们取消索赔的话，我们将在今后的业务中给你们做出补偿。
Would your send back the defective articles at our expenses?
麻烦你将那些不良品寄回，费用由我们负担。
We’ll compensate your loss if we were responsible for it.
如果责任在我方，我们将对你方的损失进行赔偿。
We aren’t reliable for the loss. 我们对损失不承担责任。
We disclaim any responsibility for it. 我们不承担任何责任。
We’re sorry we cannot agree to the view put forward by your client, and must repudiate our liability for the claim on account of lack of evidence.
很遗憾，我方不同意你方客户提出的意见。因其证据不足，我方必须拒绝接受你方索赔。
We’re sorry to say that we can’t entertain your claim. 很抱歉，我们不能受理你们的索赔。
That’s a matter over which we could exercise no control. 这是我们无法控制的事。
Your claim doesn’t hold water and we, therefore, disallow it on this point.
你方索赔不成立，我们不能接受。
As it is a matter concerning insurance, we hope you will refer it to the insurance company or their agents at your end.
由于这是保险问题，我们希望贵方将此事交给保险公司或他们在贵地的代理人解决。
We hope that after you know the full facts of the case you will withdraw your claim and accept your solution.
本公司希望贵方在了解详细事实后，会收回索赔，并接受我方的解决办法。
We believe this is a fair adjustment and trust it will be acceptable to you.
我方相信，这是一个公正的理赔办法，并确信贵方可以接受。
We will, of course, do our utmost to ensure that the mistakes that we have made on the occasion will not be repeated.
毫无疑问，本公司将尽力保证这次所犯的错误不会再度发生。
We regret that this unfortunate incident has ever occurred and hope it will not affect the business relations between us. 对于这次发生的不幸事件，我们深表遗憾，希望它不会影响我们之间的业务往来。
We sincerely trust that the delay in dispatching this consignment will not affect our future business dealings with you. 我们相信，此次延误发运不会影响我们双方的业务往来。