实用商务英语函电课件-Unit

Unit11Complaints,ClaimsandSettlements

BackgroundintroductionLesson1Lesson2Lesson3WritingpracticeSupplementarysamplelettersIntroductionPre-readingquestions:Whatisaclaim?Whatisacomplaint?Whatisthesettlementofaclaim?Definitions

Claim索赔:arequestforcompensationmadebytheaffectedpartywhosufferslossesfromtheotherparty’sbreachofthecontract.Complaint投诉/申诉:theaffectedparty(受损方)doesnotlodgeaclaimagainstthesuppliersbecauseofaminorlossorinconsiderationofthegoodrelationshipwiththem,butrequeststhemtomakesuresuchathingwillneverhappenagain.Definitions

Settlementofclaim理赔:thepartyresponsibleforthelossesordamagetakesmeasurestodealwiththeclaimonewayoranother.Claimsettlementmayinvolvemorepartiesthanthesellerandthebuyer,suchasshippingcompaniesandinsurancecompanies.Causesofaclaim(1)thebuyersagainstthesellersa.failuretodeliverthegoods/non-delivery;b.latedeliveryorshipmentofthegoods;c.thegoods’inconformitywiththecontractstipulation/breachofthecontract,suchasshortweightorshortageofquantity,inferiorquality,including“shippingtheinferiorforthecontractedqualitygoods”以次充好);d.incompletedocumentation;e.improperpackingordamagescausedbyimproperpackingf.otherbreachesofthecontractCausesofaclaim(2)

thesellersagainstthebuyersa.refusetoopenordelayopeninganL/Cb.delayinsendingavesseltocarry/pickupgoodsunderFOBtermsc.refusetotakedeliveryofthegoods,etc.d.otherbreachofthecontractDraftingaletterforhandlingaclaim

1.Beginbyregrettingtheneedtoclaim.2.Thedetailsofthedeliverysuchasdate,numberoftheorder,dateofdelivery,thegoodsclaimedon,andsoon.3.Stateyourreasonsforbeingdissatisfiedandaskforanexplanation.4.Suggesthowthematterisexpectedtobesettledorstatethedetailsoftheclaim.Therulestobenotedwhendealingwithaclaim

1.Tofindwhethertheclaimisjustified.Ifso,thenyouhavetoadmititreadily;expressyourregretandpromisetoputmattersright.2.Iftheclaimisnotjustified,pointthisoutpolitelyandinanagreeablemanner.Itwouldbeawrongpolicytorefusetheclaimoffhand.3.Ifyoucannotdealwithaclaimpromptly,acknowledgeitatonce.Explainthatyouarelookingintoitandthatyouwillsendafullreplylater.

Therulestobenotedwhendealingwithaclaim4.Allclaimsshouldbetreatedasseriousmattersandthoroughlyinvestigated5.Thereisnoneedforthepartythatisclaimedagainsttogointoalongstoryofhowthemistakewasmadeandashortexplanationmaybeuseful.SupplementaryIntroduction1.索赔：签订合同的双方，有一方违反合同的规定，给另一方造成损失，遭受损失的一方根据合同或法律向违约方提出赔偿损失的要求叫做索赔。索赔一般有三种：货物买卖索赔、运输索赔和保险索赔。2.违约方对遭受损失的一方所提出的索赔进行处理的行为叫理赔。3.提出索赔：首先表明提出索赔的原因，陈述清楚遭受损失的程度，然后提出要求对方赔偿损失的方法。在索赔时还应附上货到目的港后由当地商检机构出具的商品检验证明书作为索赔的依据。另外，索赔一定要在合同规定的期限内提出。Lesson1ComplaintofWrongGoodsDeliveredandtheReplytakedeliveryofthegoods=pickupthegoods...itwaswithgreatregretthat... (theEmphaticPattern)e.g.It

was

how

the

youngman

had

learned

five

foreignlanguagesthatattracted

theaudience's interest.3. bebadlyinneedof=beinurgentneedofcheck...with...与…核对；与…符合(一致)e.g. 请将你的答案与书后的答案核对一下。

Lesson1ComplaintofWrongGoodsDeliveredandtheReply

Pleasecheckyouranswerswiththoseinthebackofthebook.

这些数字与银行结单核对无误。

Thesefigurescheckwiththebankstatement. 5.dispatch(formal):

Ifyou

dispatch

amessage,letter,orparcel,yousendittoaparticularpersonordestination.

KeystotheexercisesofLesson1Ⅰ.Closethefollowingletterwithappropriatewords.took (2)on(3)opening/unpacking (4)presume (5)for (6)urgent (7)to (8)like(9)future (10)letKeystotheexercisesofLesson1Ⅱ.TranslatethefollowingsentencesintoEnglish.1. EverythingappearstobecorrectandingoodconditionexceptincaseNo.45.Sinceourcustomersarebadlyinneedof/inurgentneedofthegoodsweorderedtocatchthesellingseason,wehavetoaskyoutoarrangeforthedispatchofreplacementsrightaway/atonce/ immediately.KeystotheexercisesofLesson13. Itwaswithgreatregretthatweheardthatthegoodsyoureceivedwerenotinconformitywithyourorder.4. Wehopethematterwillcometoyourbestattention.5. Thankyouforyouracceptanceofthewronglydeliveredgoods.Wewillgiveyouadiscountof10%oninvoiceprice.Pleasewritetotelluswhetheryouagreeornot.Lesson2ClaimforImproperPackingandtheReplyarriveinpoorcondition（货物）抵达状态不良

ingood/perfectcondition状态良好lodge/file/register/raiseaclaimagainst/withsb.向某人提出索赔

returnthegoods退货extrafreight额外的运费Ifwewereatfault=Ifitwasourfaultowingto=becauseofKeystotheexercisesofLesson2Ⅰ.Closethefollowingletterwithappropriatewords.received (2)captioned/subject(3)examination/investigation(4)due (5)improper (6)said (7)lodge/file/enter/register(8)with/against (9)for (10)enclosingKeystotheexercisesofLesson2Ⅱ.TranslatethefollowingsentencesintoEnglish.Thedamageofthegoodswasobviouslyduetoimproperpacking.Wesuggestyougiveusadiscountof10%ontheinvoicevalueorweshallhavetoreturnthegoodstoyouandaskforcompensationforthelosses.KeystotheexercisesofLesson23. Inviewoftheabove,wearesurethedamagewasmadethroughcarelesshandlingduringthetransit.Therefore,wesuggestyouhadbetterlodge/fileaclaimagainsttheshippingcompany.4. Thesurveyreportindicatesthatthedamagetothegoodswasduetoroughhandlingintransit,ratherthanpoorpackingasyoustated.5. PleaseletusknowbyfaxwhetheryoumayshipthegoodsbeforeMay15.Ifnot,weshallcanceltheorderasperthecontractandlodgeaclaimagainstyouforthelossesthussustained.Lesson3ClaimforInferiorQuality1. inferiorquality质量低劣2. beofnouse=beuseless3. NCB(NationalCargoBureau,Inc.) —thelargestcommodityinspectioncompanyinU.S.4. refund=returnKeystotheexercisesofLesson3Ⅰ.Thefollowingletteristhereplytotheabovetext.TranslateitintoEnglishandseehowtheclaimissettled.

DearSirs,

Yourclaimfor5,000unitsofLargeSteelBarsInreplytoyourletterofAugust15,wearewritingtoinformyouthatourrepresentativehasinvestigated/lookedintothematterandfoundthatitwasamistakebyourstaffatthewarehouse.Therefore,wearegoingtosettletheclaim.KeystotheexercisesofLesson3Butourproposalofsettlementisthatwewillimmediatelydelivertoyouquality-guaranteedreplacements.Astothesteelbarsyoureceived,wewillbemuchappreciatedifyouwilltrytosellforusinyourmarketatourquotedprice,i.e.USD3.00perunit,inclusiveofyour5%commission.Ifyouagreewiththeaboveproposal,pleaseadviseusbyfax.Wearereallysorryforthetroublethuscausedtoyouandwouldliketoassureyouthatallpossiblemeasureswillbetakentoavoidsuchmistakehappeningagain.Yoursfaithfully,ReferenceanswertowritingpracticeWritealetterofclaimaccordingtothefollowinginstructions:DearJeff,Wehavejustreceivedthe60casesofchinawareshippedbyS.S.“Peace”under/forourOrderNo.235.However,weregrettoinformyouthat8caseswerebrokenandtheircontentsbadlydamaged.Asyouseeoursurveyreportstating/Thesurveyreportcertifiesthatthedamagewasattributedtoimproperpacking.

Wemustthereforelodgea

claimReferenceanswertowritingpracticeagainstyouforthedamageandinspectionfeeofthegoodsamountingtoUSD720.Wehopethatthismatterwillcallyourbestattention.Assoonasthesettlementismade,weshallreturnthedamagedgoodstoyouatyourexpenses/cost.Faithfullyyours,AaronSupplementarysamplelettersClaimfortheGoodsNottoStandardDearsSirs,OurOrderNo.B501WehavedulyreceivedthegoodsunderthesubjectorderforMen’sShirts.Butmuchtoourregret,thegoodswereceivedarenotuptoourstandard.Theyarequiteunsalableinourmarket.ClaimfortheGoodsNottoStandardNeedlesstosay,wehavesufferedalotandtheinferiorqualityoftheconsignmentputusintogreattrouble,forourendusersrefusedtoacceptthesegoodsandtheyaregoingtoseekforotherresources.Underthesecircumstances,wehavetoregisteraclaimWithyouasfollows: ClaimNo. Claimfor Amount CM-101 Quality USD20,000 ClaimfortheGoodsNottoStandardWearesurethatyouwillgi