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This is a letter rejecting the buyer's complaint. Such a letter should show that you understand his position and that his complaint has been carefully considered，giving convincing reasons why his complaint can not be accepted，closing on a friendly note and trying to leave your customer in a satisfied frame ofmind.

II. Additional notes:

1. complain v.不满，抱怨，申诉

to complain of/about sth.

They are complaining about the poor quality of the products.

他们抱怨产品低劣的质量。

Our buyers complained to us of the excessivemoisture of your seeds.

我们的买主抱怨你们的种子水分含量太高。

2. respecting prep.关于，由于，鉴于

respecting，with respect to，with reference to，with regard to，as regards，regarding，concerning，as to，in connetion with，covering等短语在商务英语函电中都表示“关于”的意思。

Please let us have your pricelist respecting your groundnuts.

请给我们关于你方花生的价目单。

W ith respect to quality，nothing can be said against.

质量无可挑剔。

3. first-class adj.第一流的，一级的

Unless you can give us an assurance that you w ill in future provide us with first-class quality，we shall reluctantly have to go elsewhere.

除非你们保证今后向我们提供最佳品质的货物，否则我们将被迫转向其他地方购买。

4. damage n.损坏，损害，损失

damage allowed as general average可做共同海损的损失

damage by water水损

damage in transit运输途中的损坏

damage suit损害赔偿诉讼

damage survey损失调查，损失检验

damage through contactw ith other cargo与其他货物接触的损坏

actual damage实际损害

estimated damage估计损害

air shipment damage空运损害

sea shipment damage海运损害

sea water damage海水侵蚀

We reserve the right to claim compensation from you for any damage.

我们对任何损失保留向你方提出索赔的权利。

damage v.损坏，损害

Aswe are in urgent need of these goods，any delay will undoubtedly damage our future business.

因为我们急需这批货物，任何延迟无疑将有损于我们之间今后的业务。

III. Chinese version of the letter:

收到你方7月10日函。得知你方对我们由CHUKCHISEA轮运去的羊毛织品提出投诉。

就此事我查阅了记录，我们所能发现的是该货离开此地时情况良好，这有提单为证。因此，很显然你方抱怨所受到的损失一定是在运输途中发生的，在这种情况下，我们显然不能对此负责，请你们向船公司提出索赔，他们应对此负责。

不管怎样，感谢你方将此事提请我方注意。如你方认为有必要，我方将乐于代你方与有关船公司提出交涉。

IV. Key to exercises:

1. Fill in the blanks w ith appropriate prepositions or adverbs，and then put the letter into Chinese:

We are very sorry to hear that the goodsunder your orderwere found damaged when you received them.

We have looked up thematter in our records，and so far as we can find that they left us in firstclass condition，as our receipt from the shipping agents shows.

The damagemust have taken place on the way. If you w ill send us the paperswhich show exactly the condition in which shipment reached you，we will take the matter up for you with a view to recovering damages from the shipping company.

非常抱歉得知你方发现订单下货物到达时有损坏。

就此事我们查阅了记录，目前我们所能发现的是该货离开此地时情况良好，这有货运收据为证。

损失一定是在运输途中发生的。如果你方发给我们有关文件能够证明货物到达你处的情况，我们将代你方就损失补偿向船公司提出交涉。

2. Fill in each of the blanks in the following letter w ith a proper word，of which the initial letter is given:

CONTRACT No.6S82—4383

We refer to your letter of August10in connection w ith the above contract.

As you know，the goods were shipped FOB British port in accordance w ith the contract stipulations，and as such we did not take out insurance covering the sea journey to Shanghai.As the packing was in perfect condition when the goods leftourworks，we do not think it possible that the cases could have deteriorated so seriously as to cause damage to the goods.We have sold many such articles to you，and of course，also to customers in other countries.We have never experienced any case of damage to the packing like this.It is clear that the damage must have occurred in transit，or in subsequent storage before the goodswere uncased for inspection.We feel that this is a matter of insurance claim，and we would advise you to put in a claim against your insurance company.

3. Translate the follow ing sentences into English:

1) On investigation，we found that the goods were damaged during transit，and the responsibility doesn't restw ith us.

2) Under such circumstances，it is obvious that your claim should be put up w ith the insurance company.

3) We have shipped goods of the same quality to many another companies who accepted it without complaint.

4) If you w ill return themachine to us，we shall be very pleased to make the necessary repairs and return it to you in first-class operating condition.

5) Sometimes the seller isw illing to give the buyer a discount to settle the claim.

6) We have to hold you liable for the loss sustained.

7) At any rate，you are requested to take steps to prevent such an indicent from happening again.

4.W rite a letter rejecting a claim according to the follow ing hints:

We are in receipt of your letter dated June 4th asking us to entertain your claim.

However，on the strength of our Clean B/L，we have to say that our goods were carefully inspected and were in perfect condition before shipment. Therefore，we presume that the damage must have happened during transit，for which we suggest that you put up your claim w ith the insurance company.

V. Optional reading:

We are in receipt of your letter of 10th July complaining about the chinaware shipped to you by×××Transport.

We have looked into thematter in our records and could only find that the goods in question were in perfect condition when they left here. Therefore，the damage you complained aboutmust have been caused by some fault on the part of the shipping company. Under such circumstances，we would advise you to file your claim w ith them for your loss.

However，if requested，we shall be glad to approach the shipping company on your behalf w ith a view to recovering damages from them as soon as possible.

兹收到你方7月10日函对×××运输公司运往你处的瓷器提出投诉。

就此事我们查阅了记录，我们所能发现的是该货离开此地时情况良好。因此，很显然你方抱怨所受到的损失一定是船公司造成的。在这种情况下，我们建议你们向船公司提出索赔。

然而，如你方认为有必要，我方将乐于代你方向有关船公司提出让他们尽快弥补你们的损失。