lesson 11 complaints_and_claims(1)

1、 1. 电报 (telegram) 2. 电传 (telex) 3. 支付条件 (terms of payment) 4. 装运 (shipment) 5. 问卷 (questionnaire) 6. 保险 (insurance) 7.说明书 instructions 8. 广告 advertisement 9. 招聘 job invitation 10. 告示 Public sign Complaints and ClaimsObjectives Upon completion of this unit, the students will: be able to express yours

2、elf accurately when lodging and settling a complaint or claim. grasp the terminology concerning cargo insurance claim. understand some related knowledge such as the procedure of lodging a claim. Complaint: A statement that a situation is unsatisfactory or unacceptable or that someone has done someth

3、ing wrong. Claim: an application for compensation under the terms of an insurance policy.What is Complaint?What is Claim?抱怨、投诉抱怨、投诉Complaint There are 2 kinds of complaints being frequently made by buyers:1. The genuine complaint, which arises from one of the following situations:The wrong goods may

4、 have been sentThe quality may not be satisfactoryThe goods may have been delivered damaged or lateThe prices changed may be excessive, or not as agreed2. The complaint used as excuses: There is the complaint made by buyers who find fault with the goods as an excuse to escape from their contracts, e

5、ither because they no longer want the goods or because they have found that they can get them cheaper elsewhere.Rules for Dealing With A Complaint If so, then you have to admit it readily; express your regret and promise to put matters right. If the complaint is not justified, point this out politel

6、y and in an agreeable manner. 1、The first thing that has to be decided is whether the complaint is justified.合理的，有合理的，有正当理由的正当理由的It would be a wrong policy to refuse the complaint offhand. 不假思索地不假思索地3、All complaints should be treated as serious matters and thoroughly investigated.2、If you cannot dea

7、l with a complaint promptly, acknowledge it at once. Explain that you are looking into it and that you will send a full reply later.主张、索赔主张、索赔 ClaimThe common expressions of claimLodge提出提出File 提出提出raiseregistera claimon + sb. for compensation offor + certain reason on + shipmentfor + amountwith the

8、insurance companyabout claims 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 relinquish a claim 撤回索赔 waive a claim 放弃索赔 withdraw a claim 撤回索赔因而索赔 claim on account of damage 因损坏而索赔 claim for damage 由于损坏而索赔 claim for financial

9、 loss 要求经济损失的诉权 claim for inferior quality 因质量低劣而索赔 claim for payment 要求付款的诉权 claim for proceeds 要求赔偿货款 claim for short delivery 因短装而索赔organization Beginning: presenting the case and announce the claim Complaint/claim LetterComplaint/claim Letter Ending: Urging settlement or proposing solutions Midd

10、le: justifying the complaints/claims Expand with detailsUsually a complaint or claim letter should follow the under-mentioned outline:这类信函通常包括：这类信函通常包括：开头：1）说明写信的原因申诉或索赔的事件；正文：2) 具体介绍发生的事情，如有证据可提供； 3) 提出自己的要求，如要求退货，赔钱等；结尾：4) 期望；希望满足自己的要求，表达合作的希望等。回信要点：回信要点：接受申诉或理赔的回信：开头：1）收到来信并表示很遗憾；正文：2）对对方信中提及的事情加

11、以解释，调查，并针对对方的要求给 予答复 ；结尾：3）表示道歉和进一步合作的希望。不能接受申诉或索赔的回信：不能接受申诉或索赔的回信：开头：1）收到来信，表示遗憾；正文：2）对事件进行调查，加以解释，说明原因和提出证据说明不能负责；结尾：3）期望：以后合作的机会，或再次表示遗憾。每封信件的具体内容会有变化，需要根据实际情况加以调整。 opening State unequivocally 明确地 what you are complaining about or claiming for Give exact details of damage, breakage, loss, etc.Sen

12、tence patternThe Reasons for Claims Shortage (short weight) Breakage Leakage Damage Improper/faulty packing Inferior quality Delay短重短重破碎破碎渗漏渗漏损坏损坏不良包装不良包装不良品质不良品质延误延误 A质量问题（质量问题（On Quality）1. The quality of this consignment is far from being satisfactory. 交付的货物质量远不能令人满意。2. When we came to examine th

13、e goods dispatched by you on we found that 当我们着手检查你们月日发出的货物时，我们发现3. We are sorry to say that the cargo has not turned out to our satisfaction. 很遗憾，货物不能令人满意。我们很遗憾地通知您，贵公司上次交运的货物未达到你们平常的标准。货物看上去过于粗糙，且外型低劣。4. We are very sorry to inform you that your last shipment is not up to your usual standard. The

14、goods seem to be too roughly made and are inclined to be inferior and out of shape. B.损坏（损坏（Defective Goods/Damage）1. We are sorry to report that one of the cases of your consignment was badly damaged when delivered on 非常遗憾不得不告诉您，于月日运到的货物中有一箱已严重损坏。2. We are writing to inform you that case No. dispat

15、ched under your advice of was badly damaged when delivered.慈特函告诉你们，你们于通知发出的第号箱的货物，运到时已严重损坏。3. We can not use such damaged pieces. We hope you will pack the goods of our next order more carefully.我方无法使用已损坏的货物。希望你方对我们的下次订货更为仔细地包装。延误已给我方带来极大不便，望函复我方何时可以发货。 C延误（延误（Delay）1. The goods we ordered from you

16、on have not yet been delivered. 2. This delay has inconvenienced us considerably. We should appreciate it if you would inform us by return mail when we may expect the goods.我们于月日向您方定购的货物，迄今尚未交货。3. We trust you will now consider this matter seriously and make an effort to prevent the reoccurrence of

17、this annoying delay.相信你们会认真考虑这件事情，并努力防止再次发生类似恼人的延误。4. We shall hold you responsible for any loss which occurs through this delay.由于这一延误而带来的任何损失均由你方承担。 We have received your goods carrying our order No. Upon opening the case we found it contained completely different articles.D货样不符货样不符关于我们的号订单，您交运的货物

18、本公司已收到。在开箱时，我们发现其中的货物跟本公司订的完全不同。 Your goods of 300 cameras arrived today. On opening the container we found that the goods were short by E短缺（短缺（Shortage） F其他（其他（Miscellaneous）We are surprised to find in your invoice sent to us that you are charging US$60 per unit instead of US$50.贵公司所运来的300台照像机于今日收到

19、，在打开货柜时，我们发现少了台。我们发现您寄来的发票中，每台索价为60美金而不是50美金，颇为惊讶。Middle part Explain why you have the right/reason to complain or claim (such as entitlement to damage compensation specified in the contract, insurance, etc.) Provide evidence of damage /loss (such as Damaged Cargo Report, Damage Survey, Surveyors Re

20、port or other papers I support of your claims)Documents Required When Lodging a Claim 1.Original Insurance Policy or Insurance Certificate 2. Contract 3.Commercial invoice, weight Memo 4. Packing list 5. Survey Report 6.Certificate of Loss or Damage 7. Any correspondence with the carrier or any othe

21、r party who could be responsible for the loss or damage.Inspection Certificate n. 检验证明检验证明 Survey Report 检验报告 Survey Report on Examination of Damage or Shortage 检验残损证明书 Survey Report on Inspection of Tank Hold 船舱鉴定证明书 Survey Report on Quality 品质鉴定证明书 Survey Report of Weight 重量鉴定证明书ending Express you

22、r wish for a prompt settlement Sentence pattern on P182More Closing Sentences 1. Your prompt attention is appreciated.你方若能迅速处理此事，我们将不胜感激。2. We shall be glad if you will look into the matter at once and let us know the reason for delay.希望你们立即调查此事，并告诉我们延误的原因。3. Kindly let us know immediately what you

23、can do to help us in overcoming this difficulty.请立即告诉我们解决此项困难的办法。7. Therefore, it is required that your firm take this responsibility to solve the said claim problem.4. We should be grateful if you would amend the invoice. 如果您能修改您的发票，我们将甚为感激。5. We look forward to your opinion on these matters.不知贵公司对

24、此事有何意见，盼来函告之。6. We anticipate that you can resolve this problem so that we can maintain this relationship.我们希望您能解决这一问题，以便我们保持这种良好关系。 因此，我们要求贵公司负责解决这项问题。 Suggest how you would like to settle the case (such as claiming compensation for damage/loss, or requesting a replacement, or simply asking the oth

25、er party to decide the matter)claim Buyers have lodged a claim on this shipment for RMB 1500 for short weight. We have already raised a claim against the insurance company for $310 for damage in transit.由于分量短少，买主对此批货物索赔人民币1500元。因运输途中受损，我们已经向保险公司提出要求赔偿310美元。 After checking the goods against your invo

26、ice, we discovered a considerable shortage in number. We claim USD 2050 for short shipment 经过照发票查对之后，发现数量少了很多我方提出索赔2050美元。claimWriting task:敬启者： 我方于7月3日从贵处订购的玻璃器皿glassware已于今早由货运公司送到。装有货物的160个纸箱完好无损。但当我们小心打开检查时，发现有10箱玻璃器皿严重破损。 相信贵处能理解我方对损坏货物进行赔偿的要求。 此致Sample Letter1: Dear Sirs, The glassware you sup

27、plied to our order of 3rd July was delivered by the shipping company this morning. The 160 cartons containing the goods appeared to be in perfect condition. But when I unpacked them with great care, I regretted to found that 10 cartons of glassware had been badly cracked.We trust you can understand

28、that we expect the compensation for our damaged goods.Yours faithfully,Complaint For Damage of GoodsReply to complaint/claimReply to complaint/claimThe writer of such a response needs to look knowledgeable, helpful, concerned, and appropriately apologetic.a)The openingacknowledgement and apology Tha

29、nk you for informing us about(breakage/damageetc) We are sorry to have your complaint about We regret to learn that you are not satisfied with 我方很遗憾从贵方9月14日的传真中得知我方与本月初托运的部分货物受到损坏。 We regret to learn from your fax letter of September 14 that a portion of our consignment delivered early this month wa

30、s damaged.b) Agreeing to assume responsibility We are willing to make a settlement that satisfies you and would like to have your suggestions. We agree to make you a special allowance of (amount of money) as a compensation for your loss. To cover your loss, we have credited you with.(amount of money

31、), as shown by the enclosed credit note. We take the responsibility for the inconvenience which has accrued through this error, and we have arranged for the replacement to be sent to you at once.C) Refusing to take responsibility We are sorry to have your complaint but regret that we don not accept

32、responsibility since(explain reasons) We should appreciate it if you would understand that we don not hold ourselves responsible for such (cause of complaint) sinced) Concludingapologizing or making assurance Finally, may we say that this was an exceptional case and is unlikely to occur again. Pleas

33、e accept our apology once again for the inconvenience caused to you. We have taken every measure possible to prevent a further occurrence of this sort. In closing we would like to apologize for the inconvenience and also point out that this types of fault rarely occurs in our dealings. Pleased be assured that such a problem will never occur in the future. 1 We regret to see from your letter that case of our shipment arrived in a badly damaged condition.贵公司来函中提到，有一箱货物在抵达时严重受损，我们深感歉意。2 We regret to learn from your letter of that you have experienced such trouble with the computer system that