世纪商务英语-外贸函电unit 12 Complaint Claim and Settlement

LOGO,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,单击此处编辑母版标题样式,Unit 12,Complaint,Claim and Settlement,抱怨,索赔及理赔,世纪商务英语 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 partys violation of the contract.The buyer is likely to file a claim against the seller for the latters delivery of goods of inferior quality.And the seller might also claim the compensation from the buyer for the latters 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,Steps/Contents,Typical Expressions,For letters raising claims against the receiver,1.Lodging a claim with regret,We regret to say that we need a claim on.,我们遗憾地说我们要对,索赔,We really dont want but it is necessary to make a claim,for the huge losses we suffered against.,我们真的不想,但面对所遭受的这么大的损失我们只得,向,索赔,Much to our regret we need to file a claim against you,for.,我们不得不很遗憾地向贵方就,提出索赔,Part Two,Steps/Contents,Typical Expressions,2.Clarifying the reasons,The survey report issued by.evidences that.,由,出具的检验报告证明了,We have invited licensed surveyors to check the,consignment of.and discovered that.,我们请了有资格的检验员来检验了这批,结果发现,The goods supplied do not match the samples you sent,to us.,贵方所供的货与你们之前寄来的样品并不吻合,The products are not of the quality we ordered.,这些产品的质量并没有达到我们所订产品的质量标准,Part Two,Steps/Contents,Typical Expressions,3.Proposing how to settle the claim,On the strength of the survey report we hereby lay a claim for.,根据检验报告,我方在此就,提出索赔,We must request the immediate replacement of the cargo.,我们必须要求马上换货,We cannot help filing a claim against you for the invoice,value and inspection charges.,我们只能向贵方提出索赔,索赔额为发票金额加上检验费用,We look forward to your early settlement.,我方希望你们能早日理赔,Please infor。