complaints_and_claims

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商务谈判口语-Complaint

Unit 12 Complaints & Claim
B：Yes，that was true．But we never expected the ：，． aluminum content to be so high，say 1.1％． think it is ％．I ，％． complete not in conformity with the stipulations in the contract． contract． A：I'm very sorry，Mr．Kube．Then what’s your ：，．． idea about this matter? Would you like us to refund the goods7 or replace the goods8 ?
Unit 12 Complaints & Claim
(A few minutes later) A：The supplier told me that this transaction leaves ： them no profit at all．Anyway，they have accepted ．， your suggestion． suggestion． B：I am glad to hear that，Mr．Lin．It seems that ：，．． everything goes smoothly．Thank you for your close ． cooperation．． A：Me，too．I hope the settlement will turn out to ：，． your satisfactionl0．
Unit 12 Complaints & Claim

国际贸易complaints and claims 课件

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Warming-up： claim（索赔）：（索赔）
claim v. 索赔要求赔偿索赔,要求赔偿
claim... (a certain amount of money) from... (sb.) for ... (sth.) 向……就……索赔就索赔……金额金额索赔以下是部分常用短语，注意介词的一般用法。以下是部分常用短语，注意介词的一般用法。 to claim USD10,000 索赔一万美元 to claim a compensation of USD10,000 要求赔偿美元一万元 to claim USD10,000 for damage 因损坏而索赔美元一万元 to claim USD10,000 on the goods 对该货物索赔美元一万元 to claim USD10,000 from the underwriters 向保险公司索赔美元一万元
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Learn to say
Wrong delivery
Everything appears to be correct and in good condition except in Case No. 40. 除40号箱外其他货物正常状况良好号箱外其他货物正常,状况良好号箱外其他货物正常状况良好
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The buyer is responsible for the following Refuse to open an L/C Delay in opening L/C Delay in payment Commission unpaid Failure in entering into contract Non-fulfillment of contract
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接受索赔解决索赔（理赔）解决索赔（理赔）受理索赔同意索赔驳回索赔拒绝索赔放弃索赔撤回索赔

外贸英语函电Unit 12 Complaints and Claims

When making a complaint, plan your letter as follows:
• 1. Begin by regretting the need to complain and mention the goods complained about. • 2. State your reasons for being dissatisfied and ask for an explanation. • 3. Refer to the inconvenience caused. • 4. Suggest how the matter should be put right. • 5. Close courteously with a request for prompt action.
• Letter 1 Complaint Concerning Quality of Captioned Goods
• Dear Sirs, • Sub: Printed Shirting • We have recently received a number of complaints from customers about your printed shirting. The printed shirting clearly does not match the samples you left with us.
Unit 12 Complaints and Claims
投诉和索赔
complaints are usually of the following four kinds:
• 1. The buyer should file complaints against the seller for compensation within the stipulated time in the contract the earliest possible if the loss results from the violation of the seller; • 2. The seller lodges claims with the buyer for compensation if the loss is caused by the buyer; • 3. If the loss falls within the coverage of the insurance company, the party sustaining losses should lodge his claim with the insurance company; • 4. If the shipping company is responsible for the loss, the party involved should lodge his claim with the shipping company.

国际商务函电(第二版)unit14 Complaints and Claims

Part III Key Sentence Patterns
1. We received the order No. 456 last week. 2. We have received our order No.0990 for digital cameras. 3. We require you refund the invoice amount and inspection fee of the goods amounting to RMB 3,000,000.00. 4. In support of our claim, we will send you a survey report issued by CIQ. 5. All the expenses will be for you account. 6. On opening the cases we noticed that we had received the wrong goods. 7. Please advise us when we can expect to receive our order.
In the international trade, complaints and claims often happens because of shortage of quantity, the delivery of wrong goods, the delivery of damaged or defective merchandise or delay of delivery and improper packing, etc. After receiving the complaints or claims, the seller will make immediate investigations and settle the problem as soon as possible. That is called the adjustment.

外贸索赔Complaints & Claims

Sample Letters
Letter 2 settlement for improper packing
Language Points
1. Consignment 委托；寄售（的货物） e.g. consignment note 寄信通知书，发货通知书 consignment trade 寄售贸易 The period of consignment 寄售（托销）期 These suit your consignment well. 这很适合你的船货。
1) 因短重买方对这批货物提出人民币一千三百元的索赔。 Buyers have lodged a claim on this shipment for RMB￥1,300 for short RMB 1,300 weight. 2) 你方为我订单提供的货物质量与双方同意的规格不符。因此，我们须向你方提出索赔，金额为一万五千八百美元。 The quality of your shipment for our order is not in conformity with the agreed specifications. We must therefore lodge a claim against you for the amount of $15,800.
Language Points
accept a claim settle a claim entertain a claim admit a claim dismiss a claim reject a claim relinquish a claim waive a claim withdraw a claim claim for damage claim for financial loss 接受索赔解决索赔受理索赔同意索赔驳回索赔拒绝索赔撤回索赔放弃索赔撤回索赔由于损坏而索赔要求经济损失的诉权

Complaints & claims 外贸函电

Withd 表示索赔原因 claim for damage Claim for 表示索赔金额 claim for US $ 1000 on 表示对某批货物索赔 claim on the goods against 表示向某人提出索赔
claim against the underwriters
如果货物质量不好,则理应向制造商提出投诉.
Claim n. （根据权利而提出的）要求；索赔 v. 声称；断言 accept (admit) a claim 同意索赔 entertain a claim 受理索赔 dismiss a claim 驳回索赔 settle a claim 解决索赔 reject a claim 拒绝索赔
The End
Unit 12 Complaints and Claims
Introduction：
Complaint 投诉：指权益被侵害者本人对涉案组织侵犯其合法权益的违法犯罪事实，有权向有关国家机关主张自身权利。 Claim 索赔：指遭受损害的一方在争议发生后向违约的一方提出赔偿的要求。
Words & expressions
被保险人向本公司索赔时必须提供下列单证.
Dear sirs,
Our order No.230 of 6 May for upholstery materials has duly arrived and we have taken delivery of the goods.
We have examined the shipment carefully and, to our great disappointment, find that they are not of the quality we ordere d. The materials do not match the samples you sent us. The quality of some of them is so poor that we feel that a mistake has been made in making up the order. we have, therefore, no choice but to ask you to take the materials back and replace them with materials of the quality we ordered. If you can replace the materials, we are prepared to allow the agreed delivery time to run from the date you confirm that you can supply the correct materials. We look forward to your early reply. Yours faithfully

unit-8-complaints-and-claimsppt课件

If the complaint is not justified, point this out politely and in an agreeable manner.
It would be a wrong policy to refuse the complaint offhand.
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2、If you cannot deal with a complaint promptly, acknowledge it at once. Explain that you are looking into it and that you will send a full reply later.
3. Thank your customer for bringing the matter to your attention whether the complaint is justified or not.
4. Write a complete letter
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Staging of the reply to complaint
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Rules for Dealing With A
Complaint
合理的，有
1、The first thing that has to be dec正id当ed理i由s 的
whether the complaint is justified.
If so, then you have to admit it readily; express your regret and promise to put matters right.
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2. The complaint used as excuses:

商务英语写作发货延迟范文

商务英语写作发货延迟范文下面我们先来介绍一下商务英语信函——Complaints & Claims （抱怨和索赔信函）。

Complaints & Claims的目的是为了获取更好的效劳，对已出现的问题求得尽快的、妥善的解决。

它通常是买方由于对收到的货物不满而书写，如：货物数量短缺或多余；货物质量与样品不符；效劳不合理以及收费过高；货物未按时到达；货物虽抵达，但与订单所载不同；货物有损毁现象等，这些均是抱怨、索赔的正当理由。

书写抱怨、索赔信函时，不妨开门见山提出原先双方同意的条件，然后列举事实以表示有何不满，以及为什么不满，最后提出解决的方法。

内容应清楚、有理、明确，语气要坚决、简洁。

防止使用愤怒和使对方过于难堪的措辞（除非你所抱怨的问题反复发生，且屡次投诉而毫无结果）。

For Delay in Shipment （由于发货延迟而抱怨）Dear Sirs,The furniture we ordered from youshould have reached us a week ago. The delay in delivery has put us togreat inconvenience. It is therefore imperative that you dispatch themimmediately. Otherwise we shall be obliged to cancel the order andobtain the goods elsewhere. Please look into the matter as one of urgency and let us have your reply as early as possible.Yours faithfully亲爱的先生们：我方从贵方订购的家具应于一星期前收到。

发货的延迟给我方带来了很大的不便。

因此，贵方必须立即发货，否那么我们将被迫取消订单，到另处订货。

Unit8ComplaintsandClaims

Unit 8 Complaints and ClaimsⅠ.Teaching OrganizationⅡ.Warm- up◆Discuss what might be the reason for most of the complaints and claims. You may referⅢ.Listening PracticeTask 1 Listen to the sentences and fill in the following blanks.Step 1. Language pointstake the responsibility 承担责任investigate 调查Step 2.Play the audio and correct the answers(1) If the buyer complaints about the poor quality of the goods, the seller can ask the buyer to return the defective items.(2) When the buyer files a claim against the seller, the seller must investigate to decide which party should take responsibility: the buyer, the seller, the insurance company or the shipping company.(3) If it is found that the seller is responsible, the seller must pay compensation to the buyer.(4) The seller can either provide a replacement or return the money to the buyer.(5) If the seller won’t entertain the claim, the buyer can ask for compensation from the shipping company of the insurance company.Step 3. Oral practice (Imitate and model)Step 4. Evaluate the students’ performanceTask 2: Presentation Listening1) You will hear a message left by a customer complaining about damage to goods. Listen carefully and fill in the blanks.Step 1. Language pointsNew Words and Expressions：breakage: 破损withhold: 拒给Step 2. Play the audio and correct the answersHello, this if Sarah Congdon from Stanton Distribution. We’ve just received our Trade Fair (1) order, but we’re very disappointed with the amount of (2) breakage. Almost (3) 30% of the goods were damaged in one way or another. We’ll be (4) withholding payment until this has been worked out. I’d be grateful if you’d (5) call me back. You’ve got my number. Thanks. Bye.2) Listen to the second message and complete the main information in this message.The caller: (1) Mrs. McCall from (2) ACC companyProblem: (3) quality not the same as the samplesThe caller’s intends to: (4) send the whole lot backThe caller’s number: (5) 0181-993 421The caller can be reached till: (6) 5:30Step 3. Oral practice (Imitate and model)☆Lodging complaints and claimsI’m sorry, but I’ve a claim to make against you.We have no alternative but to lodge a claim with you.The goods you sent us are not up to the standard stipulated in the contract.Your goods can’t be accepted as they differ from your samples.☆Making responses to complaints: apologizingI’m sorry to hear that.I’m sorry for any inconvenience this has caused you.We’re extremely sorry for all the trouble.I do hope it’s nothing serious.☆Making responses to complaints: taking actionI’ll look into the matter immediately.We’ll work everything out and get back to you with a solution.We’ll take responsibility for it.This is definitely our fault. I assure you it won’t happen again.Step 4. Evaluate the students’ performanceⅣ. Follow-up Practice1. Listen to 5 short conversations, and decide which are appropriate responses to a claim and which are not.Step1 Language pointsapproved samples 认可的样品specifications 规格replacement 替换2. Listen to the dialogue and choose the correct answer to each question.(1) C (2) A (3) B (4) C (5) BⅢ.Video 1 Entertaining claims1. Pre-viewingStep 1. New words and Expressionsen route:在途中handling: 搬运evidence: 证据survey report:检验报告replacement: 替换品Step 2. Read the following chart to have a rough idea of the video.The seller the buyer the setting2. ViewingStep 1. Watch the video. Pay attention to Mr. Carlos’s attitude towards the claim, and complete the following sentences.Step 2. Correct the answers.(1) Have you checked into the cause of the damage?(2) I suppose the breakage might have happened en route.(3) That would probably have been due to rough handling by the shipping company.(4) I advise you to take the matter up with them.(5) Have you any evidence?(6) Well, we respect the findings of the Inspection Bureau so we’re willing to settle yourclaim immediately.(7) We’ll send the replacement by air on the first available flight.(8) I’m sorry for the inconvenience it caused you and your customer. I assure you this will not happen again.Step3. Watch the video again. Stop each time when Mr. Carlos raise a question about the claim and repeat the sentences.3. Post-viewingWork in pairs.Discuss what the seller should make sure before entertaining a claim. Sample answers:What is the cause of the damage to or loss of the goods?Is the damage due to rough handling by the shipping company?Does the buyer have any evidence of how the damage occurred?What is the buyer’s solution to the problem?Ⅳ. Follow-up Practice1. Listen to the dialogue and answer the following questions.(1) Q: What’s the problem with the goods of order No. 211 ?A: The quality is different form that of the approved samples.(2) Q: What does the seller ask the buyer to email?A: The pictures of products with the wrong color.(3) Q: What will the seller do if it proves to be their responsibility?A: Send the replacement.(4) Q: What does the buyer want the seller to do?A: Send the replacement immediately.(5) Q: Is the buyer’s requirement accepted?A: No.2. Work in pairs.Situation:You and your partner are the seller and buyer respectively. Make a dialogue according to the situation given below.When the buyer received the goods, he found 5 pieces missing. The buyer lodges a claim against the seller. However, the seller is unwilling to entertain the claim.Sample dialogue:A: We’ve just received our order No. 2-H35. we found that there were five pieces missing from the consignment.B: We’re sorry to hear that. Did you check with the shipping company? Maybe it was due to inappropriate handling by the shipping company during transit.A: The carton was not damaged. But there were five pieces missing from inside the carton. So the shipping company said they had nothing to do with the shortage. It must have happened during the packaging process.B: well, do you have any evidence?A: Yes, of course. We have a survey report issued by the Inspection Bureau in our country. B: In that case, please fax us the survey report and we’ll deal with your claim.A: OK, I’ll fax you the report immediately.Ⅴ. Video 2 Refusing claims1. Pre-viewingStep1. New Words and Expressionsconsumption: 消费crush：压坏leak：渗漏on board: 到船上Bill of Lading:提货单transit: 运输cover: 给---保险；包括insurance policy: 保险单Step2. Read the following chart to have a rough idea of the video.The exporter The importer The setting2.ViewingStep1: Watch the video. As you watch, note down the following information.Step2: Correct the answers(1) Q: Why did the import file a claim?A: Fifteen cases were badly damaged.(2) Q: Why was it refused?A: The contract was on FOB basis.(3) Q: What should the importer do?A: Turn to the insurance company for compensation.Step3: Work in pairs. Discuss why some claims are refused. Try to figure out some of the reasons.Sample answers:No reliable evidence; responsibility of the shipping company; improper handling by the buyer; damage covered by insurance3. Post viewing◆Work in pairs.Choose a role card A, B, or C, and make a dialogue according to the information given in the card.Sample dialogue:Role card AA: The shipment arrived at our port yesterday, but fifteen cases were missing. I suppose I have to file a claim against you.B: Well, Mr. Potter, the quantity of the goods was correct when they were shipped on board. The Bill of Lading signed by the captain of the ship is proof. So apparently, the goods went missing during transit. I’m sorry to tell you that we can’t consider your claim.A: OK. Then what are we going to do? The loss is unacceptable.B: I suggest you turn to the insurance company for compensation. They should cover your losses.A: Then I’d better check with the insurance company right away. OK, thank you very much for the information.B: You’re welcome. Feel free to contact us at any time. Goodbye then.VI. Consolidation◆Oral Practice.(Imitate and model)Entertaining a claimIf we were at fault, we would be glad to compensate you for your losses.We have decided to compensate you with a payment of 5% of the total values.We’ll send you a replacement right away.Refusing a claimThere are no grounds for this claim so I’m sorry to say we can’t accept your claim againstus.Your claim should be against the shipping company.Since no sufficient documents can be found to support the case, we’re sorry that your claim can’t be considered.Presenting proofHere is the survey report issued by a well-known laboratory in Hong Kong. Their testimony is absolutely reliable.The investigation made by the China Commodity Inspection Bureau has revealed that the damage is attributable to improper packaging.。

Complaints and Claims申诉与索赔

Complaints and ClaimsIntroduction (概述)Complaints or claims may sometimes arise in spite of our well-planned and careful work in the performance of a sales contract.There are two kinds of complaints or claims made by buyers:1.The genuine complaint or claim, which arises from such situation as the following:a. The wrong goods may have been delivered.b. The quality may not be satisfactory.c. The shipment may have been found damaged, short or late.2. The false complaint or claim, which is made by buyers who find fault with the goods as an excuse to escape from the contract, because they no longer want the goods or because they have found that they can buy them cheaper elsewhere.Suppose you are the buyer and are suffering from someone's mistake. If a complaint or claim has to be made, the matter should be investigated in detail and these details should be laid before the party charged. Sometimes, a reference to the previously satisfactory deliveries and services may help to win more sympathetic consideration of the present complaint or claim.We must handle complaint or claims in accordance with the principle of "on the first ground to our advantage and with restraint" and settle them amicably to the satisfaction of all parties concerned. It is necessary to study the case in question and as certain what the real cause is and who is the party to be held responsible. We must also be careful in choosing the wording in our correspondence so as to avoid any misunderstandings.-If the sellers are the first to discover that a mistake has been made, they should not wait for a complaint or claim, but write at once to let the buyers know that they will either put the matter right or offer some compensation in order to preserve goodwill. Replies to complaints should always be courteous; even if the complaint or claim appears unfounded, the sellers should not say so until they have good and reliable grounds to repudiate the complaint or claim.Specimen Letter OneDear Sirs,Your S/C 4905 and our L/C No.1987We wish to refer to our previous telexes and faxes and call your attention tothe fact that up to the present moment no news has come from you about the shipment under the captioned L/C.As we have informed you in our previous telexes and faxes, the users are in great urgent need of the goods and have in fact pressed us for assurance of early delivery.Under the circumstances, we cannot again extend the above credit and we feel it our duty to remind you of this matter once again.As your prompt attention to shipment is most desirable to all parties concerned, we hope you will let us have your telegraphic shipping advice without further delay.Yours faithfully,Comment:The point in dispute in this letter was the seller's delay in shipment. It is a good letter, which is confined to facts and reasons, the tone is firm but polite and in the final paragraph, the writer displays an attitude of considerate cooperation.信中引起争论的问题是卖方的延迟装运。

Chapter-12-Complaints-and-Claims

accepted.
句型５．to correspond with ( to be in conformity with ) 与…一致
• 例1：检查后我们发现这批货与原来的样品不一样 • On examination we find that the consignment
does not correspond with the original sample.
after arrival of the goods at destination.
句型２．to claim…for 为…提出索赔
• 例１．我们不得不向你索赔以补偿损失。 • We cannot but claim on you for the recovery of the
loss.
• 例２．我们保留对任何破损向你方索赔的权利。 • We reserve the right to claim compensation from you
• 例１．经调查此事，我们发现由于包装时箱号搞错而确实出现差错，现已安排立即运送替换货品以解决你方索赔要求。
• On going into the matter we find that a mistake was indeed made in the packing through a confusion of numbers, and we have arranged for the replacement goods to be dispatched to you at once in settlement of your claim.
• 例：我们遗憾地得知你方关于货物质量的意见，并准备接受索赔要求。
• We are sorry to learn of your complaints about the quality of the goods and are prepared to accept your claim.

外贸英语口语电子教案Unit15

Unit 15 Complaints & Claims索赔ContentWarm‐Up Questions BusinessProfileSituationalDialogueCareer SkillsPracticeSpeakingWarm‐Up QuestionsWhat are the two main kinds of complaints or claims made by the buyers?A genuine complaint or claim and a false complaintWhat principle shall we hold when dealing with complaints or claims?The principle of “on the first grounds, to our advantage and with restraint”.Business Profile国际货物买卖合同中的索赔条款可根据不同的业务需要做不同的规定，通常采用的有“异议与索赔条款”和“罚金条款”两种。

1. 异议与索赔条款(Discrepancy and Claim Clause)2. 罚金条款(Penalty)Business ProfileHow to properly deal with complaints? Are there any golden rules to follow?Here are some suggestions:(1)Keep calm and listen to the problem attentively and with genuine interest.Write down the key facts and confirm with the complainant that each fact fairly represents what happened.(2)Don’t judge who is right or wrong. Your intention is to find a solution, not todecide who is right or wrong. Ask the complainant what solution they suggest.(3)Think carefully about how your company deals with complaints at everylevel(4)Lastly, follow your organization’s complaints procedure. Don’t makepromises you cannot keep. Explain your decision to the complainant with thereasons that you based your decision on. Show the complainant you took thecomplaint seriously. If you are in the wrong, admit it, apologize, and find a way to put things right.Useful Expression(1)We are very sorry to inform you that your last shipment is not up to yourusual standard. We are now lodging a claim with you.(2)These errors on your part cause the disappointment of our importantcustomers. We shall appreciate your prompt attention to the adjustment of this claim.(3)However, the B/L shows that when the shipping company received thegoods, they were in apparent good condition. The liability is certainly not on our side. But we regret our inability to accommodate your claim.(4)In view of our friendly business relations, we are prepared to your claimfor the 25 tons shortage weight.(5)We can assure you that such a thing will not happen again in futuredeliveries. We hope this unfortunate incident will not affect therelationship between us.backUseful Expression(6)If the cargoes cannot be found within a few days, we will file our claim forthe full settlement of them.(7)We are sorry to have to complain of the quality of shipment of wheat, pers.s. "Helenus", but it is far inferior to the sample No.2345 you offered. (8)We regret to find, on opening up, 10 cases of the glass delivered hereyesterday that 10% of the sheets are broken, 50% show bubbles, and nearly all are badly scratched.(9)Claims for incorrect material must be made within 60 days after arrival ofthe goods.(10)Kindly tell me what steps you are going to take in the way ofcompensation for the damage.Dialogue 1 Lodging a ClaimMr. Yang: Good morning, New Century Company.Mr. Blake: Good morning. Could I speak to Mr. Yang? This is Mr. Blake, from US.Mr. Yang: This is Larry. Can I help you?Mr. Blake: Um, Mr.Yang, Indeed, our business have been going on very well, but now I’d like to talk with you about some problems．Mr. Yang: Problems?Mr. Blake: Yes. I have just received a letter of complaint. It says the goods shipped in February under Order No.2309 have arrived in San Francisco. But, to our great surprise, they are not in proper condition.Mr. Yang: Really? What’s the trouble then?Mr. Blake: Many cartons were badly damaged. Most of our products were water‐ stained and some of them were rusty. The damage must be caused by inadequate packing.Mr. Yang: I’m sorry to hear that. Where are the goods now?•backMr. Blake: They are now in the carrier’s (承运人仓库) warehouse. As they are in sucha serious condition，we doubt whether we will take the delivery. For this reason，my head office sent the email to me yesterday and let me tell you.•backDialogue2 Claim RejectedMr. Yang: Just a minute, Mr.Blake. Have your people in U.S. found what the exact causes of the breakage were?Mr. Blake: Yes, They have investigated it.Mr. Yang: It was rather a rare case, you know, thousands of cartons of this product have been delivered and this seems to be the only case. Have you got anyevidence?Mr. Blake: Here is a facsimile copy of survey report issued by San Francisco Commodity Inspection Bureau. Its testimony is absolutely reliable.Mr. Yang: We are really sorry that this has happened. Are the products seriously damaged?Mr. Blake: Some were stained, some soiled. I suppose you won’t be convinced until you have seen them on the spot.Mr. Yang: Though your complaint is true, there may be other factors in it. We should make it clear where the damage was caused. Probably in transit, during theunloading process, or by other reasons? The goods were in fine condition when shipped.•backMr. Blake: The damage was caused sometime in transit. But the prior reason for the damage is your inferior packing.Mr. Yang: The delivered goods are all specially packed. Our packing is suitable for long distance transportation. Are you sure it wasn’t caused by improper handling? Even the strongest packing cannot withstand rough handling, you know.Mr. Blake: I can assure you that rough handling is impossible. We usually follow the standard procedures.•backDialogue3 Agreeing to Settle the ClaimsMr. Yang: Then what’s your result of our investigation?Mr. Blake: The result of our investigation said that inadequate packing, which allowed the packages to open in the first place, caused the damage. We have to ask for a compensation to cover the loss incurred as a result of the inferior packing of the goods concerned.Mr. Yang: But as what I have said just now, the goods were carefully packed and shipped here in excellent condition and I inspected them myself.Mr. Blake: That might be true. But the packing in some of the cartons was not in accordance with the contract stipulations.Mr. Yang: That sounds impossible.Mr. Blake: But it’s true. According to the contract, each of these cartons should be reinforced with double metal straps. We are sorry to find that you have failed to do so, at least, some of the cartons were not reinforced with the mentioned straps ．Mr. Yang: It’s hard to believe, how can that be?Mr. Blake: If you don’t believe, please look at the surveyor’s report carefully.•backMr. Yang: (Reading the report) Oh, I’ve got it. Perhaps, one of the groups forgot to do the reinforced work. They must have taken the goods for the HongKong buyers. Mr. Blake: That might be.Mr. Yang: All right, it’s our fault. We are sorry about that．If so, we agree to settle your claims.Mr. Blake: I’m faxing you the other claim documents.Mr. Yang: What do you suggest for a settlement?Mr. Blake: We are willing to accept the shipment if you will allow 30% reduction in price．Mr. Yang: Let’s compromise on a 20% reduction in price on this shipment. And for your next order, we’ll give you some preferential terms in addition to what you are getting from us now．Mr. Blake: I appreciate your quick decision. We accept your proposal.•backCareer Skills: Expressing ArgumentsWhen the disputes happen between the parties, it is common to express argument with each other. Look at the following phrases. Match each phrase with a question A‐E.(1)We are prepared for you a reasonable compensation for short weight, but not forthe amount you claimed, because… (we can’t see the reason why the loss should be so much). Please reconsider the matter．(2)As far as we know, the goods have been inspected by Changsha CommodityInspection Bureau before shipment. Could you tell us… (the exact cause of the inferior quality of the canned tangerine)? Have you got any evidence?(3)We regret …(we can’t entertain your claim on account of lack of evidence). If youinsist on claiming, we would like to settle by arbitration．(4)It would not be fair if… (the loss caused by the delay be totally imposed on us asthe liability rests with us two parties). We are ready to meet you halfway, i.e. to pay 50% of the loss only.(5)The damage may be caused by many factors. I wonder if… (the damage wascaused during transit)? We are not responsible for any damage which happened during transit．Career SkillsA.We regret to inform you that the goods shipped per S.S. East Wind arrived in suchan unsatisfactory condition that we can not take delivery, but lodge a claimagainst you.B.We have to tell you are responsible for any loss that occurred to us because of thedelay. We are here to lodge a claim with you．C.Because of inferior quality of your goods. We claim a compensation of US$16 000.D.I’d like to talk with you about the quality of canned tangerine. We are lodging aclaim for inferior quality．E.Your shipment of our Order No.288 has been found short weight by l 000 kgs. orso, for which we must file a claim amounting to$1 500 plus inspection fee．ListeningListen to the dialogue about the complaints and claims. Fill in the blank with the relevant information on the box.AnswersWhat’s the complaints?ClaimsSettlementbackInterpretation(1)我们不得不遗憾地向贵公司报告：贵公司6月29日售给我公司的虾罐头质量太差，使我们收到不少抗议。

对外经贸英语函电C9L50

II. Additional notes:
1. complaint n. 不满，抱怨，申诉 complaints and claims 抱怨和索赔，申诉与索赔 lodge/make/lay a complaint against sb. 对某人提出申诉，控告某人 Any complaint about the quality of the products should be lodged within 15 days after their arrival. 任何有关该产品质量方面的申诉应在货物到达后十五天内提出。 Frequent complaints have been received from our customers to the effect that pens leak and will not write without blotting. 我方客户常常抱怨这些钢笔漏水，一写字便玷污纸张。
III. Chinese version of the letter:
(A) 对短交货的不满迳启者：顷接日期为2月28日、号码为19号提单的收货人科伦坡 Bombay&Sons公司来函反映，”Baltrover”轮由黄埔装往科伦坡的100箱货物中少了两箱。收货人曾就此事同你方在科伦坡的代理人联系过，你方代理人告诉他直接向我方查询此事。事实所在，提单很清楚地表明是清洁无瑕的，100箱在装运时货物完整，外表情况良好。同样情况也明显地显示在我方的装货单及你方的收货单上，因此很明显，错误在于你方。如此事俟后得到证实，我方保留向你方对此短交提出索赔的权利。盼你方尽快对此事予以澄清并解决。谨启
4. tallyman n. （又称tallyclerk）船上计酬员，理货员received by us from other channels tallies with yours. 我们从其他渠道获取的信息与你们的相吻合。

外贸英语函电-投诉和索赔

Preventing future issues
Addressing and resolving complaints and claims can help identify and correct problems with products, services, or business processes, thus preventing future issues.
The importance of complaints and claims
Improving customer satisfaction
Handling complaints and claims promptly and effectively can improve customer satisfaction and maintain business relationships.
Basis and evidence for claims
Basis for Claims
The basis for a claim can be contractual or extra-contractual. A contractual claim is based on a breach of contract, while an extra-contractual claim is based on a tort or another legal obligation.
Investigating the complaint or claim
The seller should investigate the complaint or claim to understand the root cause of the problem and determine if there is any validity to the claim.

Unit 14Complaints and Claims《外贸英语函电》PPT课件

We are sorry to learn from your fax of 30 May that you find our
printed shirting supplied to your order of 10 May not up to the
samplห้องสมุดไป่ตู้.
From what you say it seems possible that some mistake has been
Yours faithfully，
packing list as well as the invoice.The agent must investigate what
has happened.The goods may still be at the port of loading.But the
buyer cannot wait for the agent s report.He usually insists on
pieces of 50 yards supplied to our order No.AD-190 of May 10.We
have ourselves examined some of the printed shirting complained
about and there is little doubt that some of them are shrinkable and
you say it would seem that some of the materials escaped the
examination we normally give to all materials in our inspection

Complaints and Claims

Useful Sentences on Complaints and Claims有关申诉及索赔的常用语句Concerning Delay in Shipment:(1) You have confirmed our order, but to our surprise, we have not yet received the goods or any advice from you when we may expect delivery. 你方已确认我方定货，但诧异的是至今尚未到货，也未收到何时可以交货的消息。

(2) You wrote that our Order No. C140 was almost ready for transport and that your advice would soon follow. Nearly a month has passed since then, yet we have heard nothing from you about the consignment. 你方曾来信提及我方第C140号定单货物已基本备妥待运，装运通知不久随寄，至今已将近一个月，仍未收到有关这批货的消息。

(3) We are still without your Advice of Dispatch of the cameras, while we are receiving urgent request from customers and you will understand that this delay places us in an awkward position. 我方仍未收到你方照像机的装运通知，但连续接到我方客户的催促，你方谅必能理解，这次延误使我方处于困境。

(4) For some time past we have been urging you for an immediate dispatch of these goods, and unless this order is already on the way, it will arrive too late for the season, and so be of no use to us. 在过去的一段时间里我们一直在催促你方立即交货。

Complaints and Claims 投诉和索赔

投诉某事
• He complained to the manager about the bad
service.
• 他向经理投诉这里的服务质量差。
claim
• 索赔：指遭受损害的一方在争议发生后，
向违约的一方提出赔偿的要求。
• n. 索赔 • 1）表示提出或要求索赔： • lodge/file/issue/enter/make/register/raise a claim • 2）表示理赔（违约的一方同意受理遭受损害一方所提出的赔偿要求）： • entertain/settle a claim • 3）拒绝索赔：reject a claim
• 3）表示向对方提出索赔，一般接介词
against
• lodge a claim against you 向你方提出索赔
• 例：由于重量不足（短重），买方对此批
货物索赔人民币200元。
• The buyer lodges a claim on this shipment for
RMB 200 for short weight.
not say so until they have good and reliable
grounds on which to repudiate the claim.
• For the seller, the following rules are to be
noted when dealing with a complaint:
• 1）Decide first whether the complaint is
justified. If so, then admit it readily; express
your regret and promise to put the matter

Unit10 Complaints and Claims

Unit 10 Complaints and Claims （投诉与索赔）
Part I. Objectives（目标）
After completing this unit, you will be able to 1. read and write English emails and messages to make a complaint or lodge a claim against your business clients when you suffer a loss; 2. read and write English emails and messages to settle a complaint or a claim; 3. become familiar with the typical English terms and sentence patterns commonly used in business emails and messages above.
现在，你是销售经理王平，你需要回复邮件处置货物错发。
Sentence Patterns for Reference（参考语句）
出口商收到投诉，表达遗憾；出口商解释造成差错的缘由，致歉；出口商要求退回货物（理赔），装运替代货物（理赔），寄送单据；出口商致歉，期望继续合作。
3. Making a Claim（进口商索赔）
Part III. Case（案例）
1. Complaining of Wrong Delivery
（进口商投诉货物错发）
2015年5月美国纽约哈德森有限公司（Harderson Co., Ltd.）的销售经理 Geoff Pullar 向浙江华丽针织袜业有限公司（Zhejiang Huali Kniting Socks Co., Ltd.）订购了1 000打羊毛男袜。7月20日货物抵达目的港，但是Geoff Pullar检查后发现箱内装的是 1 000 打女式莱尔线袜（ women’s lisle

Complaints & Claims

#
Purpose of making complaints
• To help the business partner improve current products /services. • To compensate for the losses caused by the wrongdoings of the business partner. • Sometimes the two goals are combined when the party receiving complaints not only accepts the compensation request but also promises to deliver a better job in the future.
Episode 9
Complaints & Claims
投诉 & 索赔
Content
• Knowledge on complaint & claim
- Introductory remarks - Different types of claims - Purpose of making complaints - Tips for effective complaints - Different types of claims - Reasons for claims
• Commonly-used expressions • Oral practice
#
Knowledge on complaint & claim
Introductory remarks
• In business activities, no matter how perfect an organization may be, complaints from the customers are certain to arise.

【商务英语课件】Unit-10--Complaints-and-Claims

Smith: Mm, this is really very serious… Hudson: I’m glad you think so. I’m absolutely disgusted with the way I’ve been treated by your company. But what are you going to do about it, Mr. Smith? Smith: I’m going to make some inquiries right away, then call back when I’ve sorted things out. Hudson: OK. Smith: I’m really very sorry, Mr. Hudson, for all the trouble you’ve had. It’s not the way we like to do things… Hudson: I hope so.
3. Discuss the following questions in pairs or small groups.
1) Which do you think are the most effective complaint tips you have worked out above? Why?
Hudson: No, Miss, I’m afra to complain, but Ive had a lot of trouble with your company, one way or another. I’m going right to the top this time.
inferior quality
2. When you purchase a product that is defective or doesn’t perform properly, how do you lodge a complaint that will get results? Discuss with your partner to work out as many tips as you can for effective complaints.