11.Claims, Force Majeure and Arbitration-国际商务英语-大学课件
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Chapter 11 Claims_ Force Majueure and Arbitration
Chapter 11 Claims, Force Majeure & Arbitration
Learning Objectives
At the end of this chapter, you should be able to understand disputes, claims and the settlement of disputes the ways of stipulating the claim clause in the contract the consequences of force majeure the concept n the Contract
Discrepancy and claim clause Penalty clause.
Discrepancy and Claim Clause
Any claim by the buyer regarding the goods shipped shall be filed within 30 days after arrival of the goods at the port of destination specified in the relative B/L and supported by a survey report issued by a surveyor approved by the seller. Claims in respect of matter within responsibility of the insurance company, shipping company/other transportation organization will not be considered or entertained by the seller.
Learning Objectives
At the end of this chapter, you should be able to understand disputes, claims and the settlement of disputes the ways of stipulating the claim clause in the contract the consequences of force majeure the concept n the Contract
Discrepancy and claim clause Penalty clause.
Discrepancy and Claim Clause
Any claim by the buyer regarding the goods shipped shall be filed within 30 days after arrival of the goods at the port of destination specified in the relative B/L and supported by a survey report issued by a surveyor approved by the seller. Claims in respect of matter within responsibility of the insurance company, shipping company/other transportation organization will not be considered or entertained by the seller.
国际贸易实务(英文版)(第二版)ppt周瑞琪9.Inspection, claim, force majeure and arbitration资料讲解
within the contract
understand the conditions for breach of contract and
settlement of claims
describe ways of stipulating claim clauses in a sales contract
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9.1.1 Time and place of inspection
Inspection at the factory or at the port of shipment (also shipping quality and weight)
The goods are inspected at the factory or at the port of shipment
mandatory inspection eg. The Food and Drugs Administration (FDA) in USA, The State
Administration for Commodity Inspection (SACI) in China
be aware of the issues to be considered in the negotiation of arbitration
describe the ways of stipulating an arbitration clause in a sales
contract
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Chapter Nine
Inspection, Claim, Force Majeure and Arbitration
Learning objectives
外贸英语
案例1
甲公司向乙公司订购一批食糖，合同规定： 甲公司向乙公司订购一批食糖，合同规定：“如 发生政府干预行为，合同应予延长，以至撤销。 发生政府干预行为，合同应予延长，以至撤销。” 签约后，因乙公司所在国连遭干旱，甘蔗严重歉 签约后，因乙公司所在国连遭干旱， 政府则颁布禁令，不准食糖出口， 收，政府则颁布禁令，不准食糖出口，致使乙公 司在约定的装运期不能履行合同， 司在约定的装运期不能履行合同，乙公司便以发 生不可抗力事件为由要求延长履约期限或解除合 甲公司拒不同意乙公司的要求， 同，甲公司拒不同意乙公司的要求，并就此提出 理赔，你认为，甲公司的索赔请求是否合理，试 理赔，你认为，甲公司的索赔请求是否合理， 具体说明。 具体说明
(c)
斯德哥尔摩商会仲裁院 the Arbitration Institute
Commerce（简称：SCC） of the Stockholm Chamber of Commerce（简称：SCC） 斯德哥尔摩商会成立于1917 1917年 斯德哥尔摩商会成立于1917年，其仲裁机构组织设立于 1949年 设立的目的在于解决工业、 1949年。设立的目的在于解决工业、贸易和运输领域的争 议。 (d)伦敦国际仲裁院 the London Court of (d)伦敦国际仲裁院 Arbitration，简称： International Arbitration，简称：LCIA. 它是世界上 最古老的仲裁机构, 成立于1892 1892年 1986年起 年起, 最古老的仲裁机构, 成立于1892年。1986年起, 伦敦国际 仲裁院改组成为有限责任公司, 其董事会管理其活动。 仲裁院改组成为有限责任公司, 其董事会管理其活动。
Force Majeure
Definition A force majeure event is one that can generally be neither anticipated nor brought under control. Certain natural disasters and social disturbances are considered force majeure. 合同签订后，发生了当事人无法预见，无法预防 和无法控制的意外实践，致使合同不能履行，可 以免除当事人的责任。
国际贸易实务9.Inspection, claim, force majeure and arbitration
mandatory inspection eg. The Food and Drugs Administration (FDA) in USA, The State
Administration for Commodity Inspection (SACI) in China
Non-governmental inspection bodies
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9.1.4 Inspection Certificate
Inspection Certificate of Quality Inspection Certificate of Weight or Quantity Inspection Certificate of Value Inspection Certificate of Origin Sanitary Inspection Certificate Veterinary Inspection Certificate Disinfection Inspection Certificate Inspection Certificate on Damaged Cargo
Favorable to both the seller and the buyer
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9.1.2 Inspection Bodies
Types of inspection body
Governmental inspection bodies
Owned and supervised by governments Specialize in inspection of particular commodities or those subject to
Administration for Commodity Inspection (SACI) in China
Non-governmental inspection bodies
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9.1.4 Inspection Certificate
Inspection Certificate of Quality Inspection Certificate of Weight or Quantity Inspection Certificate of Value Inspection Certificate of Origin Sanitary Inspection Certificate Veterinary Inspection Certificate Disinfection Inspection Certificate Inspection Certificate on Damaged Cargo
Favorable to both the seller and the buyer
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9.1.2 Inspection Bodies
Types of inspection body
Governmental inspection bodies
Owned and supervised by governments Specialize in inspection of particular commodities or those subject to
11.索赔
11.索赔claim➢General Introduction （总体介绍）英文版In international trade, a claim usually refers to a request by the buyer for compensation for losses or damages which the buyer himself is not responsible for. As long as the buyer suffers such losses, he would probably complain to or lodge a claim against the seller or other liable parties like the insurance company, or the carrier. Depending on the nature of losses, the buyer might ask for compensations, for replenishment/replacement of goods, for repair, for special discounts, or for indemnities (in case the insurer is liable).Whenever the buyer lodges a claim, the claimee shall always handle it with care. This is particularly important for the seller, because the way how he handles the claim would probably affect the business relationships, or even his credit in the trade. Therefore, shall the seller be liable for a claim, he shall on the one hand respond properly to the reasonable requests by the buyer, and on the other take necessary corrective or preventive measures to avoid the same losses or damages in the future.中文版在国际贸易中，索赔通常指买方对非自身原因造成的损失或损坏要求赔偿的请求。
国际贸易实务双语 国贸双语Chapter 9
为避免因发生不可抗力事件而引起不必要的纠纷，防止合同当 事人对发生不可抗力事件的性质、范围做任意的解释，或提 出不合理的要求，或无理拒绝对方的合理要求，故有必要在 买卖合同中订立不可抗力条款，明确规定不可抗力时间的性 质、范围、处理原则和处理办法，以利于合同的履行。
9.1 Force Majeure不可抗力
Stipulation of Force Majeure Clause 不可抗力条款 的规定 › Scope of Force Majeure Events 不可抗力的范围 › Essential ways of stipulation 不可抗力的规定方法 › Settlement of Force Majeure Events 不可抗力事 件的处理 › Notification and Proof of Force Majeure Events 不可抗力事件的通知和证明
With a view to avoiding the unnecessary disputes due to a Force Majeure event, and preventing the arbitrary explanation of the Force Majeure event, unreasonable requirement proposed, or unreasonable refusal of the reasonable requirement proposed by the other party, it is very necessary to make a Force Majeure clause in a sales contract, specifying the nature, scope, principle, and settlement of the Force Majeure clearly so as to the execution of the contract.
9.1 Force Majeure不可抗力
Stipulation of Force Majeure Clause 不可抗力条款 的规定 › Scope of Force Majeure Events 不可抗力的范围 › Essential ways of stipulation 不可抗力的规定方法 › Settlement of Force Majeure Events 不可抗力事 件的处理 › Notification and Proof of Force Majeure Events 不可抗力事件的通知和证明
With a view to avoiding the unnecessary disputes due to a Force Majeure event, and preventing the arbitrary explanation of the Force Majeure event, unreasonable requirement proposed, or unreasonable refusal of the reasonable requirement proposed by the other party, it is very necessary to make a Force Majeure clause in a sales contract, specifying the nature, scope, principle, and settlement of the Force Majeure clearly so as to the execution of the contract.
国际贸易实务9.Inspection, claim, force majeure and arbitration精品文档
explain ways to stipulate force majeure clauses in a sales contract
realize the importance of arbitration in the settlement of disputes and claims
be aware of the issues to be considered in the negotiation of arbitration
Privately owned Enjoy the same legal status Eg. Societe Generable De Surveillance S.A. (SGS) in Swiss, Lloyds
Surveyors in Britain, Underwriters Laboratories (UL) in USA.
Inspection results considered final for the delivery of the goods by the seller
Buyer can re-inspect the goods but the result will not serve as the basis for compensation
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9.1.2 Inspection Bodies
Types of inspection body
Governmental inspection bodies
Owned and supervised by governments Specialize in inspection of particular commodities or those subject to
国际贸易实务9.Inspection, claim, force majeure and arbitration
If there is contradiction between the standards in the Law and the Regulations and those in the contracts, subject to the higher one.
If the standards are not specified in the Law and the Regulations or in the contract, subject to the standards of the manufacturing country, or relevant international standards or the standards designated by the state inspection agency.
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9.1.5 Inspection clause
The inspection clause usually contains stipulations on
the inspection right the time and place of inspection or re-inspection the inspection body the inspection items and the inspection certificates.
Chapter Nine
Inspection, Claim, Force Majeure and Arbitration
Learning objectives
After reading this chapter, you should be able to
explain ways to stipulate the place and time of inspection within the contract
If the standards are not specified in the Law and the Regulations or in the contract, subject to the standards of the manufacturing country, or relevant international standards or the standards designated by the state inspection agency.
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9.1.5 Inspection clause
The inspection clause usually contains stipulations on
the inspection right the time and place of inspection or re-inspection the inspection body the inspection items and the inspection certificates.
Chapter Nine
Inspection, Claim, Force Majeure and Arbitration
Learning objectives
After reading this chapter, you should be able to
explain ways to stipulate the place and time of inspection within the contract
International_Trade_Practices_Chapter_7_Claims
• If case the goods delivered are
inconsistent with the contract stipulations, the buyer should make a claim against the seller within the time limit of re-inspection under the support of an inspection certificate(检验证书) or survey report(检验 报告) issued by a nominated surveyor.
Claim clause
• The grounds for claim (the required report,
the party to issue the report); • The time limit for claim (the time limit agreed by both parties, or the legal time limit); • The methods to settle the claim and claim amount
Case study
• Company A concluded a deal with Company B in
July 2002 for 200MT of Apples at USD 500 per MT CIF Hongkong, shipment in October 2009. Then B opened the L/C. On 15 Oct, 2002, A faxed B that it was impossible for them to fulfill the contract as the apple had been damaged for the storm between June and August. On 20 October, 2002, B replied by fax that the contract should be carried out as the apples had been ordered by the customers. Should A carry out the contract?
双语Chap8 Force majeure, Arbitrition不可抗力与仲裁
临时仲裁庭
• 双方当事人自行约定。
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案例分析
• 甲方与乙方签定了出口某货物的合同一份， 合同中的仲裁条款规定：“凡因执行本合同 发生的一切争议，双方同意提交仲裁，仲裁 在被诉方国家进行。仲裁裁决是终局的，对 双方都有约束力。”合同履行过程中，双方 因品质问题发生争议，于是将争议提交甲国 仲裁。经仲裁庭调查审理，认为乙方的举证 不实，裁决乙方败诉。事后甲方因乙方不执 行裁决向本国法院提出申请，要求法院强制 执行，乙方不服。问：乙方可否向本国法院 提请上诉？为什么？
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提
示
并非所有的自然原因或社会 原因引起的意外事件都是不可 抗力，如汇率变化、价格波动、 怠工、设备故障、船期变更等 就不属于此范围。
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4、Consequences of force majeure
postponement of the contract 解除 合同 延迟履 行合同 termination of the contract
问题：A公司要求以不可抗力 免除交货的理由是否充分？
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分析
本例中，小麦并 非特定产地产品，某 一产地发生水灾可以 从其它产地调集，所 以A公司无法要求免 除交货义务。
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5、Force Majeure Clause
• The force majeure clause usually contains the scope of force majeure events, time limit of notifying the other party and the issuer of the certificate, etc.
Definition Significance of Force Majeure Clause Stipulation of Force Majeure Clause Notes to Quoting Force Majeure Clause
Unit Inspection, Claim, Force Majeure and Arbitration
Unit 9 Inspection, Claim, Force Majeure andArbitrationUnit 9贸易实务英语Inspection, Claim, Force Majeureand ArbitrationContentsWarming UpReadingSampleConversationsPart 1Part 2Part 3Warming Up1. When you buy something, will you inspect it first? Why?2. What about the case in international trade?ReadingInspection, Claim, Force Majeure and Arbitrationan authorized2 party： testify whether the quality, quantity, package, etc. would be the same as those terms stipulated in the contract.Commodity InspectionReadingInspection agency and certificatestate commodity inspection agency,authentic3 surveyor4,ManufactureruserInspection, Claim, Force Majeure and ArbitrationReadingInspection certificate ： inspection certificate of quality,inspection certificate of quantity,inspection certificate of weight,inspection certificate of value,inspection certificate of origin,inspection certificate of damaged cargo,inspection certificate ofhealthsanitary inspection certificate, etc..Inspection, Claim, Force Majeure and ArbitrationReadingPlace and time of inspection(1) Shipping quality and weightat the seller’s factoryat the port/place of shipment in exporting country.(2) Landed quality and weightat the port/place of destination in importing country.(3) Inspection in exporting country and reinspection in importing countryinspected first at the port/place of shipment in exporting country and then re-inspected at the port/place of destination in importing country.Inspection, Claim, Force Majeure and ArbitrationReadingInspection, Claim, Force Majeure and Arbitration有关索赔的最常用句型是：“to lodge/file/raise/make/register a claim against… (sb.) for… (reason) for… (amount) on… (goods) ”“对……(货物）因……(原因）向……(某人）提出……(金额）的索赔”如：Buyers have lodged a claim against the shipper on this shipment for USD 500 for short weight.由于分量短缺，买主已就此批货向货主提出500美元的索赔。
Chapter 9 Claim Force Majeure
Note: Either party can require remedy （违约补救）in the case of minor breach or declare the contract avoided （取消合同）in the case of major breach.
Ways to settle a claim a. Making refund and compensation b. Selling goods at a discount c. Replacing the defective goods with proper and contracted ones Note: A penalty clause （罚金条款）can be included in the contract.
Arbitration （仲裁）
（教材，P.183）
In most cases, the dispute between the exporter and importer can be settled via friendly negotiation, litigation or arbitration.
Force Majeure （不可抗力）
（教材，P.182）
Definition Force Majeure refers to an event which can be neither anticipated nor reduced to control. Type: a. Natural disasters b. Social disturbances Note: a. A Force Majeure clause needs to be included in the contract b. A Force Majeure clause can exempt either the buyer or the seller from his contractual obligations without paying a compensation or penalty.
Ways to settle a claim a. Making refund and compensation b. Selling goods at a discount c. Replacing the defective goods with proper and contracted ones Note: A penalty clause （罚金条款）can be included in the contract.
Arbitration （仲裁）
（教材，P.183）
In most cases, the dispute between the exporter and importer can be settled via friendly negotiation, litigation or arbitration.
Force Majeure （不可抗力）
（教材，P.182）
Definition Force Majeure refers to an event which can be neither anticipated nor reduced to control. Type: a. Natural disasters b. Social disturbances Note: a. A Force Majeure clause needs to be included in the contract b. A Force Majeure clause can exempt either the buyer or the seller from his contractual obligations without paying a compensation or penalty.
Chapter 9 Force Majeure and Arbitration in Interna
9.2 Arbitration
Arbitration Procedure › Arbitration Application › Arbitration Tribunal Formation and Arbitrators Appointment › Proceedings of Case › Award Issuance
Essential ways of stipulation
Brief Stipulation Concrete Stipulation Synthesized Stipulation
Settlement of Force Majeure Events
There are two kinds of legal consequences arising from a force majeure event: (1) termination of the contract (2) postponement of the contract fulfillment
› An arbitral verdict has a legally binding force, and is usually final, and binding upon both parties.
9.2 Arbitration
Functions of Arbitration Agreement
Scope of Force Majeure Events
Natural disasters such as flood, fire, ice damage, storm, heavy snow, earthquake, etc.
Social disasters such as war, strike, the governmental ban, etc.
11.Claims--Force-Majeure-and-Arbitration-国际商务英语-大学课件
or late The prices changed may be excessive or not as agreed
False complaints
Is made by buyers who find fault with the goods as an excuse to escape from the contract
Regarding
quality quantity weight Damages or lost in transit
2 main kinds of complaints or claims
Genuine complaints it arises from the situations as follow:
The wrong goods may have been delivered; The quality may have been found unsatisfactory; The shipment may have been found damaged, short, missing
11.2 Force Majeure
Coverage of Force Majeure Definition of Force Majeure Consequences of Force Majeure Force Majeure Clause
Scope of Force Majeure Events
Way of settlement of the claim
Settlements
Making refund and compensating for direct losses or expenses
False complaints
Is made by buyers who find fault with the goods as an excuse to escape from the contract
Regarding
quality quantity weight Damages or lost in transit
2 main kinds of complaints or claims
Genuine complaints it arises from the situations as follow:
The wrong goods may have been delivered; The quality may have been found unsatisfactory; The shipment may have been found damaged, short, missing
11.2 Force Majeure
Coverage of Force Majeure Definition of Force Majeure Consequences of Force Majeure Force Majeure Clause
Scope of Force Majeure Events
Way of settlement of the claim
Settlements
Making refund and compensating for direct losses or expenses
Chapter 9Force Majeure and Arbitration1《外贸英语》PPT课件
9.2 Arbitration 9.2.3 Procedures of arbitration
According to the current Arbitration Rules of China International Economic and Trade Arbitration Committee that took effect on Oct.1，2000，the general arbitration procedures are：
➢
➢tion 9.2.2 The form and functions of arbitration agreement
➢ The arbitration agreement is a written agreement in which the two parties declare that they are willing to submit to arbitration. There are two types of arbitration agreement，one is called arbitration clause that is concluded before the disputes arise，in which the two parties declare that in case of disputes，they are willing to submit to arbitration. This type of agreement is generally included in the contract. The other type is called submission that is concluded after the disputes arise，in which the two parties declare that they are willing to submit to arbitration. This type of arbitration agreement is independent of the contract.
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Company A was going to export some goods to Iraq by
installments deliveries of goods in March and April
respectively (one lot per month) on sight L/C. Force majeure Clause was stipulated in the contract. The buyer
Main Characteristics
1. It’s agreed by both parties (A written agreement has been achieved). 2. The arbitrator shall be agreed upon and/or authorized by both parties. 3. The arbitration award shall be final. 4. Easier and more effective to obtain a solution; simplified procedures; qualified arbitrators; lower cost and time-consuming; more flexible and more confidential compared with a legal suit.
Definition
Arbitration is a measurement employed to settle
international trade dispute whereby both parties have
achieved a written agreement that the dispute shall be
Penalty Clause
A fine A certain percentage of total contract value
Example
In case of quality discrepancy, claim should be filed by the buyers within 30 days after the arrival of the goods at port of destination, while for quantity discrepancy, claim should be filed by the buyers within 15 days after the arrival of the goods at port of destination. In all cases, claims must be accompanied by survey reports of recognized public surveyors agreed to by the sellers. Should the responsibility of the subject under claim be found to rest on the part of the sellers, the sellers shall, within 20 days after receipt of the claim, send his reply to the buyers together with suggestion for settlement.
Case Study
An American company ordered a lot of furniture from a Chinese export company and Force majeure Clause was stipulated in the contract. There were two subordinated factories manufacturing furniture for this export company. Unfortunately, one of them caught a fire accidently. Considering the dead line in around the corner, the export company telexed the American company indicated that they would like to quote Force Majeure Clause to excuse themselves from the responsibilities of delivery goods on time. The American insisted that this issue was out of the
submitted to a third party who is agreed upon and/or authorized by both parties for award voluntarily. The arbitration award shall be binding to both parties.
…days after the goods arrive at the port of destination …days after unloading the goods at the port of destination …days after the goods arrive at the buyer’s location …days after the reinspection
11.1
Claims
Clauses in the contract
Discrepancy and claim clause
Penalty clause
Discrepancy and claim clause
Legal regulations Basis of claim Inspection certificate Validity of Claim
scope and consequences of force majeure and required the
export company to fulfill its responsibility according to the contract. So what is the crux?
Case Study
Natural disasters
Flood、fire、storm, earthquake, heavy snow, etc.
Social Disturbances
War, strikes, sanctions, etc.
Definition of Force Majeure
An event occurring after signing the contract Not caused by the fault or negligence of any contract parties
11.2 Force Majeure
Coverage of Force Majeure Definition of Force Majeure Consequences of Force Majeure
Force Majeure Clause
Scope of Force Majeure Events
opened the L/C on time, however, a war broke out in Iraq
when Company A was about to make a shipment. Then Company A believed that they could excuse themselves from the responsibilities of deferred delivery according to the Force majeure Clause in the contract. So they delivered two lots of goods in April. In this case, is Company A’s decision reasonable?
Consequences of Force Majeure
Delay the shipment Terminate or partly terminate the contract
Force Majeure பைடு நூலகம்lause
Scope
Consequences
Time limit of notice Certificates and the agent who issue them.
Way of settlement of the claim
Settlements
Making refund and compensating for direct losses or expenses Selling the goods at lower prices Replacing the faulty goods with perfect ones
quality quantity weight Damages or lost in transit
2 main kinds of complaints or claims
Genuine complaints it arises from the situations as follow:
The wrong goods may have been delivered; The quality may have been found unsatisfactory; The shipment may have been found damaged, short, missing or late The prices changed may be excessive or not as agreed
installments deliveries of goods in March and April
respectively (one lot per month) on sight L/C. Force majeure Clause was stipulated in the contract. The buyer
Main Characteristics
1. It’s agreed by both parties (A written agreement has been achieved). 2. The arbitrator shall be agreed upon and/or authorized by both parties. 3. The arbitration award shall be final. 4. Easier and more effective to obtain a solution; simplified procedures; qualified arbitrators; lower cost and time-consuming; more flexible and more confidential compared with a legal suit.
Definition
Arbitration is a measurement employed to settle
international trade dispute whereby both parties have
achieved a written agreement that the dispute shall be
Penalty Clause
A fine A certain percentage of total contract value
Example
In case of quality discrepancy, claim should be filed by the buyers within 30 days after the arrival of the goods at port of destination, while for quantity discrepancy, claim should be filed by the buyers within 15 days after the arrival of the goods at port of destination. In all cases, claims must be accompanied by survey reports of recognized public surveyors agreed to by the sellers. Should the responsibility of the subject under claim be found to rest on the part of the sellers, the sellers shall, within 20 days after receipt of the claim, send his reply to the buyers together with suggestion for settlement.
Case Study
An American company ordered a lot of furniture from a Chinese export company and Force majeure Clause was stipulated in the contract. There were two subordinated factories manufacturing furniture for this export company. Unfortunately, one of them caught a fire accidently. Considering the dead line in around the corner, the export company telexed the American company indicated that they would like to quote Force Majeure Clause to excuse themselves from the responsibilities of delivery goods on time. The American insisted that this issue was out of the
submitted to a third party who is agreed upon and/or authorized by both parties for award voluntarily. The arbitration award shall be binding to both parties.
…days after the goods arrive at the port of destination …days after unloading the goods at the port of destination …days after the goods arrive at the buyer’s location …days after the reinspection
11.1
Claims
Clauses in the contract
Discrepancy and claim clause
Penalty clause
Discrepancy and claim clause
Legal regulations Basis of claim Inspection certificate Validity of Claim
scope and consequences of force majeure and required the
export company to fulfill its responsibility according to the contract. So what is the crux?
Case Study
Natural disasters
Flood、fire、storm, earthquake, heavy snow, etc.
Social Disturbances
War, strikes, sanctions, etc.
Definition of Force Majeure
An event occurring after signing the contract Not caused by the fault or negligence of any contract parties
11.2 Force Majeure
Coverage of Force Majeure Definition of Force Majeure Consequences of Force Majeure
Force Majeure Clause
Scope of Force Majeure Events
opened the L/C on time, however, a war broke out in Iraq
when Company A was about to make a shipment. Then Company A believed that they could excuse themselves from the responsibilities of deferred delivery according to the Force majeure Clause in the contract. So they delivered two lots of goods in April. In this case, is Company A’s decision reasonable?
Consequences of Force Majeure
Delay the shipment Terminate or partly terminate the contract
Force Majeure பைடு நூலகம்lause
Scope
Consequences
Time limit of notice Certificates and the agent who issue them.
Way of settlement of the claim
Settlements
Making refund and compensating for direct losses or expenses Selling the goods at lower prices Replacing the faulty goods with perfect ones
quality quantity weight Damages or lost in transit
2 main kinds of complaints or claims
Genuine complaints it arises from the situations as follow:
The wrong goods may have been delivered; The quality may have been found unsatisfactory; The shipment may have been found damaged, short, missing or late The prices changed may be excessive or not as agreed