商务写作精品课件_chapter_5_6.ppt

Chapter 5Complaints and Claims Claim letters Routine claims assume that a request will be granted quickly and willingly, so such letters are most effective in the direct order. Persuasive claims Rules for Writing Complaints and Claims Begin directly. Tell what is wrong. Identify the situation (invoice number, product information, etc.) in the text. Describe the story in a clear and organized way. Present enough facts to permit a decision. Name specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply. End positively—friendly but firm. Patterns and Substitutions The quality of the goods shipped against our order No. 9823 has been found not in conformity with the agreed specification. Patterns and Substitutions 2. On comparing the goods received, we were surprised to find that they are not the same as your sample. are not up to the sample we received from you. do not agree with the original patterns. have not turned out to our satisfaction. Patterns and Substitutions 3. Upon examination, we found that several bales were seriously damaged owing to negligent packing. 16 boxes were split open. you have sent us a substitute article instead of what we ordered. Patterns and Substitutions 4. We much regret that we have to complain about the way in which the consignment just received has been packed. Patterns and Substitutions 5. We have examined the goods duly received and found the packing was soaked. half the goods broken (torn, beyond repair, unusable, unsaleable) Case No. 3 No. 6 are broken and their contents badly damaged. 35 pieces were missing the rest unfit for use. Patterns and Substitutions 6. We very much regret to point out that a shortage in weight of 430 lbs. was noticed when the food arrived. Patterns and Substitutions 7. After inspection, we found that your shipment of our order No.123 was short in weight. there is a shortage of 535 kilos, though the packing remains intact. Case No. 32 only c