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《商务英语函电教程》Unit 12 投诉受理与处理

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商务英语课程课件Unit 12 Complaints Adjustments-PPT课件

商务英语课程课件Unit 12 Complaints Adjustments-PPT课件
If a claim has to be made by the buyer, the matter should be investigated in detail and these details should be laid before the party charged. We must handle claims with the principle of "on the first grounds, to our advantage and with restraint" and settle them amicably to the satisfaction of all parties concerned.
1.Read the following tips for making complaints.
Tips for Complaints
1) Complain as soon as possible. 2) Find out about your legal rights. Are there any laws or regulations that can help you? 3) Pay attention to all printed information you have about the case, such as ads, brochure,
documents — and use them to ask for what you want. 6) Be polite. You'll get better, and maybe quicker, results if you explain the problem and ask
for a resolution without resorting to anger or threats. 7) Be prepared to negotiate realistically. 8) Keep good records. Note the names of people you talk to, as well as the dates, times and

商务英语函电unit 12 claim letters

商务英语函电unit 12 claim letters

The clocks complained about are part of the batch of five hundred supplied to our order No 908 of April 2. This order was placed on the basis of a sample clock left by your representative. We have ourselves compared the performance of this sample with that of a number of the clocks complained about and there is little doubt that many of them do not tell the right time.（详细解释状况）
We regret being unable to accept your suggestion to...(很遗憾不能接受你方......的 建议)
We can not but...(我们只能......)
4. 希望表示希望继续与对方的合作关系。 （Wishing to cooperate with the reader again）
Sincerely,
Sample letter 2: Buyer lodging a claim for inferior quality
Dear Sirs:
Our order No.098 of 9 March for plastics has now been delivered. We have examined the shipment carefully and, to our great disappointment, find that they are not of the quality we ordered.

外贸英语函电Unit 12 Complaints and Claims

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.

chapter 12 Complaints and Claims 《外贸英语函电》PPT课件

chapter 12 Complaints and Claims 《外贸英语函电》PPT课件
declaim巧辩, 演讲, 高声朗读 A preacher stood declaiming in the town center.
12
Basic Knowledge
proclaim宣布, 声明, 显示, 显露 His accent proclaimed him a Scot. /His accent will give him away. proclaim a public holiday disclaim放弃, 弃权, 拒绝 She disclaimed ownership of the vehicle. exclaim呼喊, 惊叫, 大声叫 He exclaimed that it was untrue.
4
Basic Knowledge
If I wanted a crimson深红色的car and it proved to be maroon栗 色的in color this might, or might not , amount to such a serious difference that it amounted to a breach of the whole contract. The less important type of undertaking called a warranty. A warranty does not go to the root of the contract, so I cannot claim breach of contract, but it does entitle me to compensation for breach of warranty.
17
3.except A, besides A
Nobody was late except me.(Only I myself was late,the others are punctual.) Five others were late besides me. (Six were late)

外贸英语函电Unit 12 Complaints and claims

外贸英语函电Unit 12 Complaints and claims

Make the demand itself. State it clearly, specifically and completely. Write a totally positive closing, one that tactfully expresses our confidence that the demand will be met.
我们向船运公司提出索赔，以补偿损失(vi.)
We claimed on the shipping company for the recovery of the loss
由于短装，我方提出索赔2050美元(vt.)
We claim US 2050 for short shipment
Ⅱ. Tips to Write a Good Complaint
Write a relevant opening that is as positive as it can reasonably be under the circumstances, one that avoids an angry or arrogant tone. State our case as we see it, and as we would like our reader to see it. Describe the detailed situation that has necessitated our communication, that is, the reasons why demand is needed.
向某人提出索赔

Claim with/against sb Claim on sth Claim / for account of Accept/settle/entertain 受理

Unit12

Unit12
essential adj. 基本的；必要的； eg. I do not know whether you realize it, but this condition is essential to us. 我不知道你是否了解，但是，这个条件对我们是必要的。ຫໍສະໝຸດ Key Expressions
the third time 第三次 in the last twelve moths 在过去的12个月中 short-ship v. 短装，短数 eg. Can we short-ship 5 tons? 我们可以少装5 吨吗？
he do;
Key Expressions
How to write a letter to complain and claim for the short weight.
take delivery of 提货 =make delivery of 交货 eg. You may go to the wharf and take delivery of the goods. 您可以到码头提货。
Key Expressions
check v 核对，检查 eg. We should be glad if you can check and make sure if all this 1000 cartons have been shipped. 如果贵方能检查并确保1000箱货物已装船，我方将不胜感激。 On checking the goods 在检查货物之后 请看类似的表达方法： On going over the goods After examination the consignment Upon opening the box On the checkup

对外经贸函电课程课件 Unit 12 Complaints and Adjustments


Rules followed in dealing with a complaint:
(1) Decide whether the complaint is justified. If yes, admit it readily, express your regret and promise to put things right. (2) If no, point out politely. To refuse the claim offhand is not a good policy. (3) If a complaint can’t be dealt with promptly, first acknowledge it. Tell the other party that you will look into it and send a full reply later. (4) Complaint should be treated seriously and investigation should be made thoroughly.
Letter 1 (Complain about the Wrong Delivery)
Situation 感谢及时交货。 买方提货后发现，有一箱内物与其他不同， 非所订之货，所以推测该箱货属于其他订单 项下。 由于所订的刀具是一个产品系列，缺失将导 致不完整，希望卖方尽快寄送缺失的型号。 随信附箱内物清单，货物听候处置。
The importer has filed a complaint with our corporation about poor packing of the goods. 进口商为货物的不良包装向我公司提出抱怨。

国际商务函电Unit 12 claim and settlement



LOGO
Part Two
Steps/Contents 1. Acknowledging the receipt of the incoming letter and expressing your regrets for what being complained about Typical Expressions With reference to your letter dated... we are deeply sorry over the unfortunate incident. 关于贵方……日 的来信,我们对信中提及的这一不幸事件深表遗憾｡ We have received your letter of... with great regret learning that... 贵方……的来函已收悉,我们非常遗憾 地获悉…… After going into the matter we find that... 在深入调查事件后我们发现……
Other Commonly Used Expressions and Sentences
Sample Letters
Practical Training

LOGO
Part One
1. The Purpose of Making Complaints The party making complaints aims at either the improvement of current products /services of their business partner, e.g. a supplier or a carrier, or the compensation 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.

世纪商务英语-外贸函电unit 12 Complaint, Claim and Settlement

The transportation claim is raised by the shipper/consignor or owner of the shipped goods against the carrier. When, for instance, the cargo shipped is found with damage or imperfection after its arrival at the port of destination while the original Bill of Lading issued by the carrier indicates the word of “Clean”, such a claim will then be lodged. Another typical reason for this kind of claim is the shortage of goods compared with the volume in the B/L.
▪ Part Four
Sample Letters
▪ Part Five
Practical Training
2020/12/13
Part One
1. The Purpose of Making Complaints The party making complaints aims at either the improvement of current
products /services of their business partner, e.g. a supplier or a carrier, or the compensation 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.

外贸英语函电Unit 12 Complaints and Claims[精]


within next week to examine the faulty materials.
• If the quality of the materials delivered is found
inferior to that of the sample, you can rely on us
• 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.
RULES in dealing with a complaint or a
• From what you say it seems possible that some
mistake has been made in the dispatch of the
materials meant for you. And we are arranging
for our representative in Parபைடு நூலகம்s to call on you
to replace the unsold part of the batch, and we
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General View
Generally speaking, complaints should not be necessary. In doing business, it is necessary to abide by contracts and everything should be done so carefully that no mistakes are made and nothing is damaged. Unfortunately, everything doe not always go as well as what we expect. Often due to many unforeseen factors, errors occur and goods are mishandled; accidents happen.
General View
General View
If the complaint is justified, you have to admit it readily, express your regret and indicate what steps the company is taking to put the matter right. If the complaint is not justified, point this out politely and in an agreeable manner. In that case, your letter should be written carefully. The key is not to make the customer feel that he is considered over-demanding in making his request, but to assure him that his complaint has been seriously considered and used facts to convince him of your position.
It is usually the hope of both sellers and buyer that any disputes between them be solved through discussion. However, if a satisfactory solution can not be reached between them after negotiation, a claim may be files to the court specified in the contract for arbitration. Complaints and claims can be often settled through friendly negotiation, arbitration or by law. Every complaint or claim requires a prompt answer or acknowledgement. Replies to complaint letters, often called letters of “adjustment,” should always be courteous, even if the complaints and claims are not justified.
Guidelines of Writing 2. Rules of adjustment and settlement
The following are the rules for replying to complaints and claims. (1)Take the complaint or claim seriously. (2)Explain what has happened and why it happened. (3)Ask for necessary cooperation from the customer.
As we need the articles we ordered to complete deliveries to our new customers, we must ask you to arrange for the dispatch of replacements at once. We attach a list of the contents of case No. 71, and shall be glad if you will check this with our order and the copy of your invoice. In the meantime we are holding the above-mentioned case at your disposal; please let us know what you wish us to do with it. Yours faithfully Ali Albert Encl. Survey report
Unit Twelve
Complaints claims adjustments
Learning Objectives
• After this Unit, you should be able to To describe complaint, claim, and adjustments To know how to make a complaint To understand claim practice
General View
All these may be result in subsequent complaints and claims of different characters. They may result from: 1）wrong goods delivered 2）shipment overdue 3）shipment damaged, or short 4）goods in inferior quality 5）goods badly packed
Hale Waihona Puke 1．Rules of complaint and claim
Guidelines of Writing
Complaints and claims are usually made by the importers who suffered losses against the exporters. A letter of complaints or claims should be written as follows: 1). Begin by regretting the need to complain or claim. 2). Mention the details of the goods complained about, including the name of the goods, the order and contract number, the date of delivery, etc. 3). State the reasons for being dissatisfied and ask for an explanation. 4). Refer to the inconvenience caused. 5). Suggest how the matter should be settled.
Specimen Letters-2 (Settlement of wrong delivery) February 18, 2008 Dear Sirs, Your Order No 43120 per s. s. “Isabella” Thank you for your letter of February 10 informing us that the consignment was delivered promptly. We appreciate your straightforwardness in pointing out that case No.71 did not contain the goods you ordered. 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 right goods
Guidelines of Writing
(4)Do not shirk responsibility. If you are wrong, you should admit your mistake and apologize sincerely. You can state that you will never try every effort to prevent the error from happening again, but the trouble is caused by other people, you may promise to contact them and resolve the problems. (5)End with a friendly, positive comment.
to be dispatched to you at once. Relative documents will be mailed as soon as they are ready. Please keep case No. 71 and its contents until called for by our Commercial Counsellor’ s Office, whom we have informed of the matter accordingly. We were sorry for the trouble caused you by the error and wish to assure you that care will be taken in the execution of your further orders.