《外贸函电》Unit9 claim and arbitration
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UNIT 9 Claims &Arbitration
I.Teaching Aims and Requirements
1.To Learn the features of the business letter about claims
2.Help students to learn additiona sentences on the claims
3. The procedure ot the settlement to the claims
II. Contents
1. Studying letters about claims and arbitration
2. Principles of adjustment of the complaints
3. Additional sentence patterns about claims
III. Focus on and Difficulties
1.Key words, phrases and sentence patterns
2.The wtitting skills of the letter about claims
IV. Teaching steps
1. Writing skills for claims
1) Begin by regretting the need to complain
2)Detailed presentation of facts to explain what is wrong. Mention the
exact date, name and quantity of goods, contract number or any other
specific information that will make recheck easier for the seller.
3)Refer to the inconvenience or loss caused.
4)Lodge a claim directly.
2.Writing skills for adjustment
1) If you admit that your company is in error or is willing to take
responsibility for claim, express your regret and promise to put matters
right.
2) If the complaint is not justified, point this out politely and in agreeable
manner. you may grant the original claim or only agree to partial
adjustment. It would be a wrong policy to refuse the claim offhand.
3) If you can not deal with a complaint promptly ,acknowledge it at once.
Explain that you are looking into the matter and you will send a full reply
later.
3. Useful sentences
1)Complaints&claims
We regret to inform you that the cargo delivered to us are not in good
condition up to standard.
We feel regretful that the goods are not in accordance with your
samples.
Much to our regret, we have found that there were only 3780 pegs
instead of the 3800 pegs shipped by you.
We shall lodge a claim against you for poor package.
2)Adjustment
In view of our friendly business relations, we are prepared to meet your
claim for 100 cases.
Our home office has instructed us to do our best to remedy it.
We are most anxious to compensate you for the shortage in weight
mentioned in your letter of May 11 by offering you allowance of 3
percent.
According to the contract , we are responsible for repairing or replacing
those inferior goods.
3)Refuse
There is no evidence whatever to support your statement.
It is a case of Force Majeure which is beyond our control.
We can’t entertain your claim for loss incurred in transit.
Your claim for the loss should be referred to the shipping company, as
the liability rests with them.
V. Practical Wtiting
敬启者：
你们运来的桌布今天抵达。我们发现有两箱完全受潮。因为这个原因，这些桌布受损而不能出售。今退回这两箱，并要求你方补运损坏的货物。
