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1、Module 11 Complaint and Claim,Business English Correspondence,Learning Objectives,Information Related,On execution of a sales contract, both the seller and the buyer must abide by the terms and conditions of the contract and strictly perform their respective obligations. If one of the parties breach
2、es the contract, the other may run into trouble, or suffer great losses. In this case, the affected party can either make a complain or a claim.,Information Related,Information Related,What is a complaint (投诉)? Request the defaulter to make sure that such things will not happen again.,What is a clai
3、m （索赔）? Request the defaulter to make up the losses according to the relevant provisions under the contract.,Reasons for a buyer to make a complaint on a seller,Wrong goods,Poor /inferior quality,Short weight,Poor packing,Delayed delivery,Damaged goods,Late arrival of the L/C,Late payment,Letters of
4、 complaint,Sample letter 2: accept the complaint about wrong goods,Sample letter 3: complaint about short-delivered goods,Sample letter 1: complaint about wrong goods,reply,Sample letter 4: accept the complaint about short-delivered goods,Sample Letter Study,Task 1,Warming-up Discussion Suppose you
5、are China National Garments Imp. & Exp. Corporation, and have signed S/C with the buyer (Fashion Trading Company in U.K.) on CIF terms covering 3,000 dozen of Silk Blouses. After your execution of the S/C, you receive a letter from your buyer as follows, and how will you reply to your buyer?,Specime
6、n Letters for Analysis (1-1),Language Points,1. appear v. 似乎；（在外贸英语中常常表达委婉之意）,appear to be correct 似乎正确,你方似乎误解了我们的意图。,You appear to have misunderstood our intention.,Language Points,2. presume v. 认定，假想，猜测,3. at your disposal 由你处置， 由你处理,Chinese version of Letter 1-1,执事先生： 事由：关于我方第123号订单的3000打真丝衬衫 感谢你
7、方对上述订单的迅速履行。似乎所有的货物都正确无误且表面状况良好，88号箱子除外。 令人感到遗憾的是当我们打开这个箱子，发现里面装的是男式睡衣，我们只能猜想这是错装，箱内货物应属另一订单。随函附上该箱货物清单，请与我方订单及你方发票副本核对。 如你所知，我们必须将全部货物交付给我客户。鉴于这种情况，我们别无他法，只能要求你方立即更换错发货物。 同时，我们将保存上述箱子，听候你方处理。 你方对此事件的迅速办理将不胜感激。 谨呈，,Specimen Letters for Analysis (1-2),Writing Steps for reference,1. identifying the re
8、ference of the letter 2. investigating the matter and stating your solution or suggestion 3. making apologies,Language Points,1. settlement n. 解决；清偿,settle v. 解决；清偿,settlement by amicable arrangement 以友好的办法解决 settlement by arbitration 以仲裁方式解决 settlement of balance 结清余额 settlement of claims 解决索赔 sett
9、lement of loss 偿付损失 settlement of claim 理赔 settlement of exchange 结汇,这个问题已经解决了。,The question has been settled.,Please settle this long outstanding account without further delay.,请清偿这笔长期未清的账目，勿再拖延。,我们附上支票，一次清偿所欠全部佣金。,We enclose a check in settlement of all commissions owing.,Language Points,Language
10、Points,3. go into the matter = look into the matter 调查事件,4. through a confusion of numbers 由于号码混淆,Chinese version of Letter 1- 2,执事先生： 感谢你方6月6日来函，我方很高兴得知货物及时到达。令我方很遗憾的是，我们听说第88号箱子非你方所订货物。 经过调查，我们发现由于号码的混淆，确实是在包装过程出现了错误。现在我们已将正确货物航寄你方，相关单证一旦缮制完毕将立即寄给你方。 今早我们已将此意传真你方。 请将88号箱子及所装货物代为保存，等候世界运输公司在你地的代理人前
11、去领取。该公司是我方的运输代理行，我们已委托该公司代为办理。 对上述差错给你方带来麻烦，请接受我方的道歉。 谨呈，,Task 2,Warming-up Discussion Suppose you are China National Garments Imp. & Exp. Corporation, and have signed Purchase contract with the seller (Fashion Trading Company in U.K.) covering 5,000 dozen T-shirts. After you took delivery of the go
12、ods upon arrival at the port of destination, you found 18 dozen short-delivered. what will you write to the seller?,Writing Steps for reference,1. Identifying the reference of the letter 2. Stating the problems and giving the evidence 3. Making claims 4. Expressing your expectation,Specimen Letters
13、for Analysis (2-1),1. short-delivered adj. 短交,2. tampered with phr. 故意损坏，擅自篡改，动了手脚,3. short-shipped adj. 短装,4. make up 弥补，补齐，补足，包装,We will do all we can do to make up the economic losses.,我们将全力弥补经济损失。,Youre requested to make up the boxes short-delivered.,请你方补齐短装的几箱货。,Language Points,Chinese version
14、of Letter 2- 1,执事先生： 事由:你方359销售合同项下的5000打T恤 我方愿意告知你方上述货物已于5月10日到达我港。感谢你方在及时交付货物方面的密切合作。 不幸的是，检验货物时发现T恤短交了18打。纸箱表面状况良好，似乎也没有故意破坏的痕迹，令我们吃惊的是你们一定是短装了。随函附上所交付货物数量清单和大连商品检验局开具的检验报告，请与我方订单及你方发票副本核对。 因为我们早已承诺我方客户交付全部5000打T恤以赶上销售旺季。如若能立即发运短交的货物以补齐我方所订购数量，我们将不胜感激。 期待你方利好消息。 谨呈，,Specimen Letters for Analysis
15、(2-2),Language Points,1. claim n. / v. 索赔,claim for damage (poor packing) 因破损（包装不良）提出索赔 claim a compensation of the shipment from somebody for something claim on / against somebody 向提出索赔 lodge a claim against somebody for short-weight on something 因货物短重而向提出索赔,Language Points,accept a claim 接受索赔 settle a claim 解决索赔 entertain a claim 受理索赔 admit a claim 同意索赔 dismiss a claim 驳回索赔 reject a claim 拒绝索赔 withdraw a claim 撤回索赔 relinquish a claim 撤回索赔,Language Points,waive a claim 放弃索赔 reject a claim 拒绝索赔 claim on account of damage 因损坏而索赔 claim for damage 由于损坏而索赔,c
