In most cases， a compromise between the buyer and seller can usually settle the claim lodged by the buyer.But there are some cases where one contracting party deems that the other contracting party has failed to perform the obligations as contracted， and arguments or controversies， which are called trade disputes， follow.
When no amicable settlement can be made between the buyer and seller， the dispute may be referred to a tribunal of their own choosing.This method of settling disputes is called arbitration， which is regarded as a normal incident of commercial life—a civilized way of resolving the differences of opinion which are bound to arise.
在大多数情况下，买方提出的索赔通常可由买卖双方的让步得以解决。但当合同的一方认为合同的另一方未能按合同的约定履行义务的时候，争议即所谓的贸易纠纷就随之而来了。
当买卖双方不能友好解决时，可将争议提交给由双方共同选择的裁决机构。这种解决纠纷的方法称为仲裁。仲裁已被认为是商业生活中的正常事件——一种解决不可避免的意见分歧的文明的方法。
complain 投诉
We regret to have to complain that you haven t yet delivered the goods ordered a month ago.
一个月前订购的货物，贵方尚未交货，很抱歉，我方不得不对此提出投诉。
The buyers complained of the poor quality of this shipment.
买方投诉该批货物质量较差。
We have never experienced such damage to the packing as was complained of this particular instance.
像这样的包装损害情况的投诉，我方从未遇到过。
The buyers complained to the seller of the excessive moisture contained in the minerals.
买方向卖方投诉矿物产品中含水量过大。
replacement 替换/调换/调换的物品
The damaged typewriters need replacement.
这些损坏的打字机需要调换。
We are confident that the replacement clocks we are sending you will prove satisfactory.
我方确信，我方正在发运的用以替换的时钟将令贵方满意。
The manufacturer informs us that it will be another 4weeks before they can send the replacements.
厂方通知我方还要过4个星期他们才能发来调换的物品。
at one s disposal.../dispose of... 由某人处理/支配/处理某物
Shall we return the damaged goods to you or hold them at your disposal？
我方是将受损的货物退给贵方，还是保留货物听候处理？
Several cameras were damaged to such an extent that we were compelled to dispose of them at a greatly reduced price.
有几个照相机损坏程度很严重，我方不得不作相当大幅度的降价处理。
be inferior to.../be superior to...次于，劣于/优于，高于
The quality of the goods you shipped against our 3rd order is much inferior to that of the goods of the 1st order.
贵方根据我方第三笔订单所发运的货物，其质量较第一笔订单的货物低劣很多。
I d like to draw your attention to the superior quality of our products.
我希望贵方关注我方产品的优良品质。
Our products are superior in quality to the products from other sources.
我方产品在质量方面优于来自其他货源的同类产品。
We have no other choice but to... 别无选择，只好……
We have no other choice but to claim US$300 for repacking fees.
我方别无选择，只好向贵方索赔300美元用来支付重新包装的费用。
We have no other choice but to return your goods.
我方别无选择，只好将贵方的货物退回。
replace 替换，代替
They insist that the seller should send perfect goods to replace the defective ones.
他们坚持要卖方发送完好的货物以替换有瑕疵的货物。
We agree to replace item No.20 with No.24.
我方同意用24号货物代替20号货物。
evidence/as evidence 证明/证据
A claim must be well evidenced before being adjusted.
索赔必须有足够的证据支持，才能得到理赔。
It is hoped that you will give us the details that evidence the matter.
希望贵方提供能证明此事的详细情况。
The goods were in good condition when they left us， as evidenced by the clean B/L.
货物离港时完好无损，此点有清洁提单为证。
A claim cannot be accepted without sufficient evidence to support.
没有足够的证据支持，索赔不能被接受。
Kindly sign and return one copy each of the original and duplicate of the contract as evidence of your acceptance.
请签署并退回合同正副本各一份，作为贵方接受的证明。
Apparently... 很显然，显而易见地……
Apparently， the goods were damaged in transit.Therefore， we cannot give consideration to your claim.
很显然，货物是在运输的途中受损，因此我方对贵方的索赔不能予以考虑。
After inspection of the shipment we found 5pieces of the cups broken.Apparently this was attributable to improper packing.
经过检查，我方发现有5个杯子损坏，很显然，这是由于包装不良造成的。
(be) liable for sth..../be liable to... 对……应负（法律）责任，有义务/易于……
We cannot hold ourselves liable for the claim for breakage.
我方对破碎方面的索赔不负责任。
The shipping company is liable for the damage occurring in transit.
船运公司对途中发生的货物损坏负责。
Such article is liable to pilferage at the port of transshipment.
该类货品容易在转船口岸被偷窃。
The consignment is liable to be spoilt if the weather should be wet.
如果天气潮湿，该货物就容易损坏。be settled / settlement 解决/偿付/结算/解决办法/解决方案
Please see to it that this case does not drag on with no definite settlement.
请注意，此案不能一再拖延而没有明确的解决办法。
We are pleased to inform you that we have been able to arrive at a compromise settlement with our customer.
高兴地通知贵方，我方已成功地同客户达成一项妥协性的解决方案。
Any dispute that may arise under the contract shall be settled by arbitration.
该合同项下可能发生的任何争议都应通过仲裁解决。
The account is settled at the end of they year.
账目年底结算。
Claims， if any， should be settled against the survey report from China Commodity Inspection Bureau.
如有索赔，应以中国商品检验局的检验报告为依据进行偿付。
upon/on opening the case/ container we found... 一打开箱子，我方就发现……
We have received today 20，000 meters of printed cotton shirting No.165but regret to say on opening the case we found they are very much inferior in quality to your sample.
我方今天已收到贵方20 000米、第165号印花棉质衬衣料，但是很抱歉，一开箱子，我方就发现这些衬衣料与贵方样品的品质比较起来，低劣很多。
Your shipment of our order No.15for 500 units of electronic computer M-83arrived today.On opening the container we found that the goods were short by 2units.
贵方装运的我方第15号订单的500个M-83型电子计算机，已于今天抵达。一打开箱子，我方就发现，货物少了两个。
We have received today your shipment covering our order No.68of 28March.Upon opening the case we found it contained completely different articles.
贵方装运的我方3月28日第68号订单的货物我方已于今天收到。一打开箱子，我方就发现装的是完全不同的货物。
We regret to hear/know/find/learn 听说/知道/查明……我方深感遗憾
We regret to hear that the goods you received are not of the quality expected.
听说贵方收到的货物不是与贵方期望的质量不符，我方深感遗憾。
We have received your letter of 29April and regret to know that the shipment of your order No.25arrived much later than contracted.
贵方4月29日的来函已收到，获悉贵方第25号订单的货物，远比合同规定的日期延迟抵达，我方深感遗憾。
We regret to learn from your letter of 24April that the goods sent to you arrived in a damaged condition.
从贵方4月24日的来信获悉，运送给贵方的货物在抵达时有破损的情况，我方深感遗憾。
We regret to find that the wrong goods have been shipped through a mistake on the part of our shipping clerk.
我方查明货品装运不符是出于我方船务办事员的错误，我方对此深感遗憾。
compensate sb.for sth.补偿……的损失
We are prepared to give you a 20% allowance to compensate you for the defects in the goods shipping.
我方准备给予贵方20%的折扣，以补偿贵方装货的损失。
We agree to pay US$1for the quantity you mentioned to compensate you for the loss.
对于贵方提及的数量，我方同意每米付1美元以补偿贵方的损失。
in compensation for/in settlement of 赔偿，清偿
We shall remit to you an amount of US$800 in compensation for the loss you suffered from the incident.
我方现汇去800美元以赔偿由此事使贵方遭受的损失。
We enclose our cheque in amount of US$2，300 in final and complete settlement of this claim.
为最终全部了结此次索赔，随函寄上我方支票，金额2300美元。
Enclosed is a cheque for us US$1，500.This remittance is made in settlement of your claim.
随函附寄1500美元的支票。汇寄此款以清偿贵方的索赔。
we don t think we should accept responsibility for this claim……我方认为这次索赔不应该由我方承担责任
The damage was due to rough handling in transit.We didn t think we should accept responsibility for this claim.
损坏是运输时草率的处理所致。我方认为这次索赔不应由我方承担责任。
The damage had resulted from the rough handling of the carrier.We didn t think we should accept responsibility for this claim.
损失是承运人野蛮装卸所致。我方认为这次索赔不应由我方承担责任。
The goods were damaged in transportation.We didn t think we should accept responsibility for this claim.
货物是在运输途中受损的，我方认为这次索赔不应由我方承担责任。
索赔函：
Dear Sirs，
S.S.“Queen” —Wheat
With reference to our telex No.A 3210of 7June， 2003， in connection with the
wheat shipped per S.S.“Queen” in execution of contract No.PA 8902， and discharged at Shanghai， we now lodge claims with you as follows：
Claim No.Claim forAmount
PBC 40Short weightUS$1，569.30
PBC 60QualityUS$9，253.50
Total amount US$10，822.80
To support our claims， we enclose one copy each of inspection certificates No.74089and No.74093together with our statement of claims which amounts to US$10，822.80.
We feel sure that you will give our claims your most favorable consideration and let us have your settlement at an early date.
Yours faithfully，
敬启者：
“女王”号货轮——小麦
关于PA 8902合同号项下由“女王”号货轮装运并在上海港卸货的小麦一事，我方于2003年6月7日发去第A3210号传真一份，向贵方提出索赔如下：
索赔号索赔原因金额
PBC 50重量短少US$1，569.30
PBC 60质量US$9，253.50
合计US$10，822.80
为证实我方的索赔，现随函附上第74089号和第74093号检验证明书复本各一份，同时随附索赔清单一份，合计10822.80美元。
我方确信贵方会对我方的索赔要求予以最有利的考虑，并请及早理赔为荷。
收到索赔确认函：
Dear Sirs，
We acknowledge receipt of your letter of 11November complaining about the quality and the shortage in weight in connection with our shipment of caustic soda per S.S.“Great Wall”.We shall immediately make a thorough investigation which， however， will take a little time， and shall advise you of the result upon the conclusion of our enquiry.
Nevertheless， we regret the inconvenience you have experienced， and wish to thank you for having brought the matter to our attention.
Yours faithfully，
敬启者：
贵方11月11日来函已收到。信中贵方对经由“长城”号货轮所装运烧碱的质量及重量短少提出了投诉。我们将立即进行全面调查，但还需要一些时间。调查完毕后，我方会立即将结果告知贵方。
然而，对此事给贵方造成的不便，我方深表歉意，但对贵方能就此事提醒我方注意，表示谢意。
理赔函：
Dear Sirs，
Contract No.PA 8902—Wheat
We have received your letter of 17June， with enclosures， claiming for shortage in weight and inferior quality on the consignment of wheat shipped per S.S.“Queen”.
We immediately looked into the matter and find that our wheat was properly weighed at the time of loading and the quality was up to standard.We， on our part， really cannot account for the reason of your complaint.But since the wheat was examined by a public surveyor upon arrival at Shanghai， we cannot but accept your claims as tended.
We therefore enclose our cheque No.66234for US$10，822.80 in full and final settlement of your claims PBC 59and PBC 60.Kindly acknowledge receipt at your convenience.
We apologize for the trouble caused to you and would like to assure you that all possible steps will be taken by us to avoid any recurrence of similar nature in our future dealing with you.
Yours truly，
Encl.： Cheque No.66234
敬启者：
PA 8902号合同——小麦
贵方6月17日来信及附件均收到。信中贵方对“女王”号货轮所运小麦
的重量短少和质量低劣提出了索赔。
经调查，我方发现小麦在装船时经过仔细过磅，质量也符合标准。我方实在无法解释贵方抱怨的原因。但是，鉴于小麦抵达上海时是由政府检验机构检查的，我方只能如数接受贵方的索赔。
因此，我方随函附上第66234号支票一张，金额10822.80美元，作为全部并最后了结贵方第PBC 59号和第PBC 60号两项索赔。收到后请就便签收。
对此事给贵方带来的麻烦，我方表示歉意，并向贵方保证，我方将采取一切措施，避免今后在与贵方的交易中再发生此类的事情。
附件：第66234号支票一张
收到全部赔款确认函：
Dear Sirs，
We thank you for your D/D No.65for ￡570 payable to our order， drawn on the Bank of China， in full settlement of our claim as awarded by the Foreign Economic and Trade Arbitration Commission of the China Council for the Promotion of International Trade.
We appreciate your promptness in bringing this case to an end， and sincerely wish that this unfortunate matter， the only case that has ever occurred in our business association for many years， will not stand in the way of further business between us.Please rest assured that we will give you our custom as before.
Yours faithfully，
敬启者：
贵方为圆满解决我方所提索赔，按中国国际贸易促进委员会对外经济贸
易仲裁委员会的裁决，给我方寄来的向中国银行提取的金额为570英镑的第65号即期汇票现已收到。我方对此表示谢意。
对贵方迅速了结此事，我方十分赞赏，并衷心希望，我们多年商务合作过程中所发生的这次唯一不幸事件不会影响我们双方今后的商业往来。我方将像以往那样向贵方订货，对此敬请放心。
