外贸英语函电 尹小莹 教案 Unit 9 Complaint and Claim

Terms for Lesson One
• • • • • • natural calamities the coverage of insurance take the delivery of the goods be obliged to sb. for sth. a list of content at one’s disposal • • • • • • 自然灾害 保险范围 收取/接收货物 因…感激某人 货物清单 由某人支配/处置
• where the seller fails to make timely delivery or refuses to make delivery; (non-delivery or delay of delivery) • the goods delivered by the seller is not in accordance with the contracted quantity, quality, specifications; (short weight, shortage of quantity, inferior quality) • the goods damaged due to improper packing •breach of contract, etc.
Background Knowledge
What is a claim?
• The
injured party lodges/files a claim for compensation against the other party who has breached the signed contract. It usually happens when the injured party suffered great losses.
oblige
• be obliged to sb. 感谢(某人)
• • • • • • • • • • be obliged to do sth. 不得不(做某事), 必须(做某事) oblige (sb.) with 给... 很抱歉, 我不能答应你的请求。 I am sorry I cannot oblige you. Please oblige me with your presence. 务请光临。 请哪位先生给这位女士让个座位好吗? Will any gentleman oblige the lady? 非常感激你给我们的帮助。 We are much obliged to you for your help. Could you oblige me with ten yuan? 借十元钱给我好吗?
Background Knowledge
• Claims related to imports:
• Claims against the buyer: • where he is responsible for circumstances such as: • not execute the payment or delay the payment • the carrying vessel is not charted or booked in time under F.O.B condition • delay the receipt of the goods • breach of contract, etc.
•The purpose is to get compensation.
Background Knowledge
What is a complaint?
• Mistakes may occur in day-to-day business, and these give
cause for complaint.
•the goods have traces of damages under a clean B/L.
Background Knowledge
Claims related to imports:
Claims against the insurance company:
• where he is responsible for circumstances such as: goods in transit incur losses or damages that are caused by natural calamities, accidents and other events that are within the coverage of insurance, then the insurance company shall be responsible for the losses and damages.
• When the loss is not serious, the injured party may not raise a claim but makes a complaint so as to warn the party concerned against making the same mistake again instead.
Background Knowledge
Claims related to imports: claims against the shipping company:
where he is responsible for circumstances such as: •the quantity of the goods is less than that stated in the relevant B/L;
Exercises on pp. 225
1. Translate the following into English: (1)The survey report indicates that the damage to the carton and goods was due to rough handling in transit, rather than poor packing as you stated. (2) The damage was caused by improper packing, such a big and heavy machine should have been fixed and stuffed in export wooden case. (3) Upon examination, we found that there was no sign of poor quality and bad handicraft, and that the dye used is excellent. (4) Thank you for your acceptance of the wrongly delivered goods. We will give you a discount of 8% on invoice price. Please agree. (5) Please let us know immediately by fax whether you may ship the goods before September 15. If not we shall be compelled to cancel the order.
•The purpose is to get bette源自文库 service.
Background Knowledge
Claims related to imports: ( seller, shipping company, insurance company) Claims against the seller:
Unit 9 Complaint and Claim
• Background Knowledge
• Complaint Letters • Lodging a claim
• The outline of such letters
• Contact me • About final examination
Dear Sirs,
Our Order No.678
We regret to have to complain about late delivery of the filing cabinets ordered on March 10. We did not receive them until yesterday though you had guaranteed delivery within a week. It was on this understanding that we placed the order. Unfortunately, there have been similar delays on several previous occasions and their increasing frequency in recent months compel us to say that business between us cannot be continued under conditions such as these. We have felt it necessary to make our feelings known since we can not give reliable delivery dates to our customers unless we can count on understanding given by our suppliers.We hope you will understand how we are placed and that from now on we can rely upon punctual completion of our orders.
disposal
• at one’s disposal
• 由某人支配/处置
The Reply to A Complaint/ Claim
• If the complaint is reasonable, just admit directly and send a reply as follows: 1) thank him for his complaint ad admit a mistake is made at you end 2) Promise that you will take actions to put it right 3) say you are sorry for the inconvenience caused 4) assure him that more care will be taken in the future • If the complaint is not reasonable, tell him that is not your responsibility and give your suggestions if possible
• Much obliged! 谢谢!
Terms for Lesson One
• • • • • • • • • non-delivery injured party lodges/files a claim for compensation breached the signed contract delay of delivery short weight shortage of quantity inferior quality) improper packing • • • • • • • • • 货物没有送达 受损方 提出索赔 违约 延迟交货 缺斤短两 数量短缺 质量低劣 不良/不当包装
Terms Related to Claim
• accept/ admit a claim • dismiss a claim • reject a claim • entertain a claim • withdraw a claim • waive a claim
• 同意索赔 • 驳回索赔 • 拒绝索赔 • 受理索赔 • 索赔 • 放弃索赔
The Composition of A Complaint/ Claim
1) express the regret 2) inform the receiver of the subject matter, such as order, contract number and date 3) tell his directly why you are not satisfied; States the problem explicitly • ..why and how you are inconvenienced • ..what you want to be done • 4) give you suggestion and hope for early reply