2．Claims索赔

Countless aspects of business dealings can break down，but the most common causes for claims are:

(1)an incorrect bill，an invoice，or a statement;

(2)a bill for merchandise ordered but never received;

(3)delivery of unordered merchandise;

(4)delivery of incorrect merchandise;

(5)delivery of damaged or defective merchandise;

(6)an unusually delayed delivery．

Two other more specialized types of claims are:

(1)a request for an adjustment under a guarantee4 or warranty;

(2)a request for restitution5 under an insurance policy6．

A claim is written to inform the company of the problem and suggest fair compensation．No matter how infuriating the nature of the problem or how great the inconvenience，the purpose of a claim is NOT to express anger，but to get results．

Therefore，it is important to avoid a hostile or demanding7 tone．A claim must be calm and polite，but firm．

Writing Suggestions

Opening:The opening should begin with the facts，first explaining the problem(such as the condition of the merchandise to the specific error made);then all the necessary details should be recounted in a logical order．These details may include the order and delivery dates，the order or invoice number，the account number，the shipping bill8，and so on．A copy of proof of purchase，such as a sales slip9 or an invoice，should be included whenever possible．

Body:　The body emphasizes the loss or inconvenience that has been suffered．Again，the account should be factual and unemotional，and naturally you should NOT exaggerate．

Closing:　The closing states a reasonable adjustment．This should be worded positively and convey your confidence that the company will be fair．

Sample Letters

a．Claims about Irregularities with Orders

Dear Sirs，

We regret to bring to your notice certain grave irregularities in connection with our order No．62/37 for 500 sacks of Portland Cement．

Your representative，Mr．Tang，plainly stated that the cement to be supplied was entirely impervious to the action of water．Our analyst，however，states that it is quite useless for the purpose intended;further，we must point out that Mr．Tang was informed definitely of the use to which it would be put．

You will recognize that we are accordingly in a position to repudiate10 the whole contract，but such a drastic step would lead to some compensation，and we should be glad to hear of the allowance11 you are prepared to make to meet the case．

Yours faithfully，

b．Claims about Defects in Merchandise

Dear Mr．James，

Today I received the four engine stands you recently welded and assembled for me．The welding itself is fine，but I noticed that the welds have not been polished．

In your initial letter to me，dated April 26，you agreed to“assemble and weld to specifications”the four stands for a fee of $ 333．00．Grinding and polishing is，I assume，integral parts of the welding process，therefore，they should be covered by our agreed upon fee．

I would，therefore，like to return the stands to you so you can complete the work．I will agree to accept the delay this will cause if you will agree to accept the additional shipping costs that will be incurred．

The stands are scheduled to leave our shipping dock12 tomorrow morning，so you should have them by the end of the week．I hope，Mr．James，that you can return them quickly，I do need them rather soon．

Sincerely yours，