外贸英语函电课件：Chapter12 Complaints and Claims.ppt

Chapter Twelve Complaints and ClaimsContents of Chapter 12Section One IntroductionSection Two Specimen LettersSection Three Useful Words &ExpressionsSection Four Useful SentencesSection Five ExercisesIn international trade, disputes often arise between two parties when one party thinks that the other has failed to carry out te duties stipulated in the contract wholly or partially, which very likely leads to claim.Do you know the main possible reasons for the disputes? Section One Introduction There are two kinds of complaints or claims made by buyers:The genuine complaint or claim, which arises from such situation as the following: a. The wrong goods may have been delivered. b. The quality may not be satisfactory.c. The shipment may have been found damaged, short or late. Section One Introduction Propose a claimclaimraiseissuefilelodgemakeRespond to a claimclaimmeetrejectrefuseentertainadmithonorsettledeclineExamples•We shall lodge a claim for all the losses incurred as a consequence of your failure to ship our order in time.•We are filing a claim with our insurance company.•We have to reject the claim raised from you, as it is not our responsibility.•We are not in a position to entertain your claim.Letter of raising complaints•Begin by regret the need to complain.•Mention the date of the order, the date of delivery and the goods complained about.•State your reasons for being dissatisfied and ask for a explanation.•Refer to the inconvenience caused.•Suggest how the matter should be settled.Letter of handling complaints•Decide wether the complaint is justified.•If so, admit it readily and promise to settle it promptly.•If not, point it out directly and in a polite manner.•If you can not deal with a complaint promptly, acknowlegde it at once. Explain you will investigate into it and will send a reply later. •All complaints should be treated as serious matters and thoroughly investigated.Specimen 1 P212CommentsThe point in dispute in this letter was the seller’s delay in shipment. It is a good letter, which is confined to facts and reasons, the tone is firm but polite and in the final paragraph, the writer displays an attitude of considerate cooperation. Notes1 under/in the circumstances在此情况下2 in great urgent need 非常急需Section Two Specimen Letters Specimen 2 P212CommentsThis is the seller’s complain of the buyers’ delay in the opening of L/C. Compared with the last letter, this one seems to be stern and ill-worded. A letter concerning complaining should be written tactfully and by reasoning; otherwise it may create ill-feeling and cause the reader to be unwilling to be helpful.Notes1 repeatedly 一再2 in an awkward position 十分为难3 your continuous silence 你长期默不作声 Language Point•lodge a claim on...(索赔对象） 向...提起索赔— lodge a claim on this shipment.— lodge a claim against... 向...方提起索赔•claim for （原因或金额）—claim on you for our losses incurred— raise a claim for $3100.eg. 由于重量不足，买方对此批货物索赔2000美元.Specimen 3 P213CommentsThis letter was written to the Shipping Company by the shipper. It complains of short delivery of two cases. From this letter we can see that it is important to make sure of everything before making a complaint. The key to success is to be thorough-going in establishing and proving facts.Notes1 per 经由2 As matters stand 实际情况是 Specimen 4 P214CommentsThis is a reply to the previous letter. It is an adjustment made by the Shipping Company. After investigation, the writer finds the shippers’ complaint is justified. He then admits it readily, expresses his regret and promises to put it right. Notes1 over-carried超载2 by the first available opportunity 从速3 tide over the ebbing 赶潮4 tally men 理货人员5 cover the hatchways 盖上舱盖6 supervision监督7 stowage intact 未能清理货物Specimen 5 P215CommentsThis is a courteous and tactful letter of complaint. It is confined to the facts and reasons and a request for urgent attention.Notes1 20% of the packages 货物中的2 in accordance with 与……一致3 to the spot 到现场Specimen 6 P215CommentsThis 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 cannot be accepted, closing on a friendly note and trying to leave your customer in a satisfied frame of mind. Notes1 is subject to a careful examination经过严格检验2 Handle With Care 小心搬运3 find no grounds to compensate for 没有理Specimen 7 P216CommentsThis is a complaint of the unsatisfactory color made by the buyer. Notes1 Amber color琥珀色2 be thrown upon our hands 推给我们处理Specimen 8 P217CommentsThis is an adjustment made by the seller, who admits that there could have been a little oversight concerning the quality of the goods complaint about, but insists that only a very small part of the material is inferior in quality and requests the buyer to meet each other half way and settle the case amicably. Notes1 Weight Note 重量单2 short weights 短重Useful Expressions Lodging complaints and claims•This is our initial order with you and we are far from satisfied.•Our customers complain that the goods are much inferior in quality to that of your samples.•This batch of goods is not up to the standard stipulated in the contract. We are now lodging a claim with you Useful Expressions Entertaining claims•We'll take the matter up with the underwriters and give you the result as soon as possible.•We will consider a claim if it is supported by adequate documents.•In view of our friendly business relations, we are prepared to accept your claim for the 100kg short weight.Useful Expressions Refusing claims•The documents submitted by you are insufficient. Therefore we can't take you claim into consideration.•I'm sorry that we can't accept your claim as the loss is beyond your insurance coverage.•Your claim cannot be accepted because it was filed 30 days after the arrival of the goods at the destination.Section Three Useful Words & Expressions P215Section Four Useful Sentences P217Section Five Exercises P220。