BEC口语素材：Complaints and Claims 申诉和索赔

In international trade, sometimes issues will occur resulting from misunderstanding or accidents. In this case, the party that sustains losses will surely make a complaint and/or ask for compensation. Moreover, a disappointed customer cannot be put off with only apologies—he is entitled to know how the mistakes will be remedied. For instance, what he is to do with the wrong goods, when he will receive a replacement for his goods, why the commission is not yet paid or sample is not yet sent etc.. Normally, the purpose of the complaints is to claim or to get better after-sales service. The more specific you describe the problems, the easier it will be to handle your complaints.