国际贸易 商务函电 英语版unit 12.ppt

Unit 12 Complaint, Claim and Settlement 抱怨､索赔及理赔,,外贸函电,,,,Basic Knowledge Concerned,Letter-writing Guide,Other Commonly Used Expressions and Sentences,Sample Letters,Practical Training,Part One,Part Two,Part Three,Part Four,Part Five,Contents,,,Part One,,,,The party making complaints aims at either the improvement of current products /services of their business partner, e.g. a supplier or a carrier, or the compensation for the losses caused by the wrongdoings of the business partner. Sometimes the two goals are combined when the party receiving complaints not only accepts the compensation request but also promises to deliver a better job in the future.Of course, the one who makes complaints does not always have reasonable grounds and sometimes will exaggerate the seriousness of a minor problem. Therefore the one who faces complaints needs to analyze the legitimacy of the charges using rational thinking of both business and ethics, and then respond in an appropriate manner.,,,1. The Purpose of Making Complaints,,Part One,,,,Generally there are three types of claims, namely, the trade claim, the transportation claim and the insurance claim. The trade claim is based on a sales contract between the two parties and is lodged by one party who suffers losses due to another party’s violation of the contract. The buyer is likely to file a claim against the seller for the latter’s delivery of goods of inferior quality. And the seller might also claim the compensation from the buyer for the latter’s failure of opening an L/C before a contracted date or for not booking the vessel timely in FOB term.The transportation claim is raised by the shipper/consignor or owner of the shipped goods against the carrier. When, for instance, the cargo shipped is found with damage or imperfection after its arrival at the port of destination while the original Bill of Lading issued by the carrier indicates the word of “Clean”, such a claim will then be lodged. Another typical reason for this kind of claim is the shortage of goods compared with the volume in the B/L.,,,2. The Different Types of Claims (1),,,Part One,,,,The insurance claim takes place after the insured goods are damaged or lost due to the factors which are called risks when they have not been turned into reality that the insurer promises to insure against. Under such circumstances the insured should contact without delay the insurance company submitting evidence and the required documents and make a claim. The insurer would generally go into an investigation and then decide how to settle the claim based on the findings.,,,2. The Different Types of Claims (2),,,,3. The Principles of Writing a Letter for Claim (1),Being timely is the No.1 principle of making a claim by letter. It is usually stipulated in a contract that a claim should be made within a certain time limit or it will be viewed as invalid. As to transportation and insurance claims, relevant laws and rules have the similar regulations.,,Part One,,,,,3. The Principles of Writing a Letter for Claim (2),Being courteous is important. Strong emotion does not help make your claims acceptable. Your firm attitude furnished with appropriate tone and wording of courtesy will definitely help reach the settlement without putting others into embarrassment or even anger. Being specific is also essential in writing such a letter. The writer needs to be specific in the facts of damage or losses, the reasons why the receiver of the letter should be responsible, as well as the proposed settlements.Meanwhile, being accurate in citing the supporting materials, e.g. words in the contracts signed or documents related, goes hand in hand with the above principle. Even minor mistakes in quotation will make your statements inconsistent and unnecessarily put yourself into an unfavorable position.,,,Part Two,,,,,Part Two,,,,,,Part Two,,,,,,Part Two,,,,,,Part Two,,,,,,Part Two,,,,,,Part Two,,,,,Part Three,,,,Expressions (1),1. put in/lodge/file/register/make/lay/raise a claim against sb. 向某人索赔 2. claim. (a certain amount of money) from. (sb.) for . (sth.)向……就……索赔……金额 3. make a claim against. (sb.) for. (a certain amount of money) for. 向……就……(原因)索赔……金额 4. entertain/accept a claim 接受索赔 5. settle a claim 理赔;进行赔偿 6. survey report 检验报告 7. on the strength of. 因为/凭借…… 8. on arrival of. 在……到达后 9. replacement goods 替换品 10. cannot but 只得,,Part Three,,,,,Expressions (2),11. short delivery 短量;货少运了 12. short weight 短重;货不够秤 13. inferior quality 质量低劣 14. improper packing 不适当的包装 15. A is attributable to B A是由B引起/导致的 16. the time limit for claim 索赔期限 17. within. days after arrival of the goods 货物到达后……天内 18. go into the matter 调查此事 19. the survey charges 检验费 20. total amount of claim 索赔总额,。