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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)

外贸函电unit 10 complaint

外贸函电unit 10 complaint


Reveal the fact that Be attributable to Improper packing For further particulars Refer you to the surveyor’s report compensate us for the loss Deduct
Unit 10
Complaint
申诉和抱怨
Lesson 54 Complaint of Defective Goods

A number of complaints
–
–
Complain about Complain to sb. of sth.


Refund the purchase price Part of the batch of … On the basis of sample pen A sample pen left by your representative Be little doubt

Survey Report Commodity Inspection Bureau Evidencing The broken bags On the strength of … Register our claim with you Short delivery
Lesson 59 Settlement of a Claim
Lesson 56 Agent’s Complaint of Poor Goods


ity Of a lighter shade Persuasion Allowance of 5% of the quoted price On a number of other occasions Account sales Shortly No repetition of the difficulties Give rise to

外贸函电第三章__投诉业务ppt课件

外贸函电第三章__投诉业务ppt课件
第六章 赞扬业务
;
• 教学目的： • ●掌握在各种业务情境下，赞扬信函的写
作方法和技巧 • ●掌握应对各种赞扬的方法及回函写作技
巧
;
§1.业务知识——赞扬及其回函
• 1. 怎样写赞扬函？ • 赞扬信函〔claim letter〕由三个部分组成： • 〔一〕阐明背景，〔二〕阐明问题，〔三〕提出要求。 • 简要而明晰地阐明事情的来龙去脉。如有需求，可提
;
• We have arranged for the right goods to be dispatched to you at once. Relative documents will be mailed as soon as they are ready.
delivery procedures. • We appreciate your bringing this matter to our attention.
;
• ●阐明针对赞扬所进展的调查以及调查的 结果，如：
• I have checked with the transporters, and they inform me that the delay was due to poor weather conditions.
;
• Note: • We are writing to complain about the shipment
of our Order No. BT-708 for 5,000 dozen Men’s Golf Woolen stockings received this morning. • 我们写信给他方，以就我方今早收到的订单 号为BT-708，订购商品为5,000打高尔夫羊毛男 袜的订单的装运问题提出赞扬。 • • These were ordered on September 20, 2000 and confirmed by fax on September 21 (enclosed copy). • 上述商品订购于2000年九月20日，并于9月 21日由确定〔内附复印件〕。

(外贸函电实务)任务十投诉与索赔

(外贸函电实务)任务十投诉与索赔

公正合理
处理投诉时应客观公正，依据事实和合同条 款进行判断。
有效沟通
与客户保持良好的沟通，了解其诉求和期望， 解释处理方案。
记录与总结
对投诉与索赔处理过程进行详细记录，并定 期进行总结和改进。
02
投诉与索赔的流程
接收和处理投诉
接收投诉
确保及时收到客户的投诉，并记录详细的投诉内容和背景。
表达关注
向客户表达对投诉的关注，并表示将采取措施解决问题。
建立完善的生产管理制度，确保生产过程中的 每个环节都得到有效控制。
定期进行质量检测
设立专门的质量检测部门，对产品进行严格的质量把关，确保产品合格率。
确保按时交货
制定合理的生产计划
根据订单需求，合理安排生产计划，确保按时交货。
加强供应链管理
与供应商建立良好的合作关系，确保原材料的供应及时、稳 定。
提前预警和调整
在生产过程中如遇到可能导致延期的因素，及时预警并采取 调整措施。
完善运输保险
选择可靠的物流合作伙伴
01
选择有良好口碑和专业经验的物流公司，确保货物运输的安全
与效率。
购买运输保险
02
为货物购买运输保险，降低因运输过程中出现意外而导致的损
失风险。
加强与客户的沟通
03
在运输过程中保持与客户的沟通，及时反馈货物状态，确保客
协商达成一致
与客户进行沟通，协商解决方案，并达成一致意见。
落实解决方案
确保解决方案得到有效执行，并及时跟进处理结果。
回复客户
表达歉意
如果问题是由于我方原因造成的，向客户表 达歉意。
书面回复
向客户发送正式的书面回复，解释处理结果 和解决方案。

Section 20 投诉索赔Complaints and Claims 商务英语 教学课件

Section 20 投诉索赔Complaints and Claims 商务英语 教学课件
• 3. You have a bone to pick with almost everyone. 无 论是谁，你都找茬。
• 4. Children and fools tell the truth. 小孩和傻瓜，才会 讲实话。
• 5. The end justifies the means. 只要目的正当，便可 不择手段。
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• 在实际表演训练中有无他人，比如熟人或陌生人 在场可对任务完成有不同程度的影响。在实际教 学实践中，受年龄性别及生长环境等多种因素的 影响，其言语水平会受到不同程度的影响，比如 ，有的人可能表现主动，有的人可能表现被动， 有的人流利地将事先准备好的要点重新整合，快 速流利地说出来，而有的人会不由自主地重复某 一单词，而后，自顾按自己的思路说下去。对于 学生冥思苦想也表达不出来的词语，教师和其他 同学可以及时地予以提示和补充。
VI. 讨论评估 Discussion and Assessment
• 关于外语教学法的优劣问题一直争论不休 ，就商务英语写作而言，语法翻译法与交 际教学法并不是矛盾对立的、而是相辅相 成，在商务英语写作教学中应当努力追求 两者的完美结合，翻译往往是实现写作目 的的有效手段，也是检验写作质量的重要 标准。下面首先讨论翻译方法的重要意义 和运用方法，然后分析如何加强商务写作 中的时态意识？
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II. 商界名言 Business Sayings
• 1. Fault-finding is thho has a mind to beat his dog will easily find his stick. 欲加之罪，何患无辞。
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• 2. 经过仔细检验，我们发现这些货物不合 我方订货质量要求，颇为失望。所用材料 与你们寄送的样品质量相距甚远，其中一 些质量如此低劣，让人感觉订购的时候有 没有搞错。

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

Unit 14 Complaints and Claims《外贸英语函电》PPT课件
may be not salable and in this case the buyer will demand
replacement.
If the delay is very long，the buyer may cancel the order，
and there may be a great loss to the supplier and the buyer.
from delay.
Text A
Complaints about damage are usually the business of insurance
companies，but if the damage is caused by the negligence of
the packer，then the insurance companies will not take
clearly does not match the samples you left with us.
The printed shirting complained about is part of the batch of
100 pieces of 50 yards supplied to our order No.AD-190 of May
as possible.
Bad，inferior or inadequate packing may cause damage to goods
in transit.The buyer may accept damaged goods if the supplier
offers a discount，but if the goods are badly damaged，they

商务英语函电课件Unit10ComplaintClaimandSettlement


them.
Introduction to Complaints and Claims
Claim refers to that in international trade, one party breaks the contract and causes losses or
damages to the other party directly or indirectly, the injured party may ask for compensation for the
Unit 10 Complaint, Claim and Settlement
BUSINESS LETTER WRITING
Ⅰ Role-play
Task C Knowing about Basic Knowledge
After finding out the commercial terms from the above dialogue, try to give explanations to your partners about
Unit 10 Complaint, Claim and Settlement
BUSINESS LETTER WRITING
Ⅰ Role-play
译 Task A Situational Communication
A:The case is too serious to be overlooked! We are in urgent need of the goods for this selling season. Under such a situation, our project will surely be delayed. B:We convey our sincere apologies to you and will try our best to make up for your loss. I’ll cable our home office and ask them to dispatch the replacements. You can rest assured that your project won’t be delayed. A:Good! B:I do hope this unpleasant incident will not affect our business in the future. As for the belated goods, we’d like to have them sent to your company. A:We appreciate your positive action towards this affair.

9外贸函电-投诉、索赔和理赔


The clocks complained about are part of the batch of 500 supplied to our order No. 908 of 2nd April. This order was placed on the basis of a sample clock left by your representative. We have ourselves

回复索赔信的信函被称为理赔信。
撰写理赔信必须谨慎小心因为它在处理问题

中扮演着重要的角色。理赔信不仅是为了表
明已做好解决问题的准备，还应该争取使对 方相信所发生的错误只是一次失误，并非故 意为之。
第一节 索赔与理赔信函
Framework of the letters Letters of claims
第十一章 内容
第一节 保险信函


第二节 范例讲解
第三节 教材范例



Sample letters
Letter 1: Complaint on defective Dear Mr. Smith,
We have recently received a number of complaints from customers about your clocks which were clearly not giving satisfaction and in some cases we have had to refund the purchase price.
第一节 索赔与理赔信函




Wish to cooperate with the reader again We hope this will not affect our friendly relationship. We wish to be able to serve you in future businesses. In view of the friendship between us…

(外贸函电实务)任务十投诉与索赔-PPT精选文档




NOTES



1. Inconvenience n. 不方便 e.g. I am sorry for the inconvenience caused by water cut. 对于停水造成的不便，我非常抱歉。 2. By mistake 错误地 e.g. He has been arrested by police by mistake. 他已经被警察误抓。 3. by airfreight 通过空运 e.g. This post requires 2 years working experience in airfreight or ocean forwarding industry. 该岗位要求具有两年空运或海运行业的工作经验。
NOTES
1. Wrong delivery 错发货 2. Unfortunately 不幸地是 3. short of 短少 e.g. I am getting short of money because of out of job. 我现在因为没有工作缺钱了。 4. Replace v. 代替 e.g. Nowadays email have replaced letters for daily communication. 当今的日常交流中，电子邮件已经代替了书信。
一、 信函的业务背景 孟加拉国缝得好有限公司收到了潍坊宝达纺织 品有限公司的发货，但发现其中有两包货物不 是所订购的货物。于是，Lisa写信要求对方换 货。

二、 潍坊宝达纺织品有限公司的业务信函





投诉与索赔（baoda-in1） From: Lisa lisastitchwell To: Albert albert163 Date: 2019.07.08 Subject: wrong delivery1 under Contract No. XS-2019001 Attachment: photos of the wrong delivered goods Dear Albert, We have just received the goods under Contract No.XS2019001. But unfortunately2 we found that two bags of the goods delivered are not the goods we ordered, while the item for which the style No. is XS-FLANNEL-03 is short of3 two bags.

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
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一、

常见的索赔情形
（一） 买方向卖方索赔 1. 卖方不交货 2. 延迟交货 3. 所交货物与合同规定不相符
（二） 卖方向买方索赔 1. 买方无理拒收货物 2. 不按合同规定派船接货 3. 拒绝支付货款

（三） 买方或卖方向承运方提出索赔 1. 由于装卸发生的货物损失 2. 运输途中由于照料不当造成的货物损失 （四） 买方或卖方向保险公司提出索赔 1. 货物在运输过程中发生的承保险别以内的 风险造成的损失

二、

索赔证据
索赔时，索赔方应准备好索赔的证据，否则， 可能遭到对方的拒赔。 常用的索赔证据包括：合同，买卖双方的往来 函电，权威或约定的商检机构出具的商明确规定索赔的期限，比如，收 到货物后的30天内提出索赔。超出索赔期限， 对方可以拒绝索赔要求。
III、 写作提示

5. Urgent adj. 紧急的 e.g. The issue is urgent according to the officials at the Department of Commerce. 根据商务部官员的说法，问题十分紧急。 6. Work on sth. 为•••工作 e.g. I worked all night on that article. 我整夜为写那篇文章工作。 7. Be appreciated 感谢的，感激的 e.g. I am appreciated for your great help. 我非常感激你的帮助。


Please send two bags (200 yards) of the goods for which the style No. is XS-FLANNEL-03 to us immediately to replace4 the wrong goods. We are in urgent5 need of the fabrics to work on6 the order for our customer. Your early reply will be greatly appreciated7. Regards Lisa Purchase Manager Stitchwell Garments Ltd. 456/1/A Tejgaon Industrial Area Dhaka 1208 Bangladesh Tel -880-2-9882934 Fax- 880-2-8891567 cell +8801927919888

投诉或索赔信函的业务情景繁多，但信函的写 作内容包括的要点通常如下：
（一） 投诉或索赔信 1. 提及所投诉或索赔的对象，给出合同号或 订单号； 2. 说明投诉或索赔的原因； 3. 说明投诉或索赔的证据，并附上； 4. 提出自己的处理方案或赔偿要求； 5. 希望对方尽快答复。

NOTES
1. Wrong delivery 错发货 2. Unfortunately 不幸地是 3. short of 短少 e.g. I am getting short of money because of out of job. 我现在因为没有工作缺钱了。 4. Replace v. 代替 e.g. Nowadays email have replaced letters for daily communication. 当今的日常交流中，电子邮件已经代替了书信。
一、 信函的业务背景 孟加拉国缝得好有限公司收到了潍坊宝达纺织 品有限公司的发货，但发现其中有两包货物不 是所订购的货物。于是，Lisa写信要求对方换 货。

二、 潍坊宝达纺织品有限公司的业务信函





投诉与索赔（baoda-in1） From: Lisa lisastitchwell To: Albert albert163 Date: 2019.07.08 Subject: wrong delivery1 under Contract No. XS-2019001 Attachment: photos of the wrong delivered goods Dear Albert, We have just received the goods under Contract No.XS2019001. But unfortunately2 we found that two bags of the goods delivered are not the goods we ordered, while the item for which the style No. is XS-FLANNEL-03 is short of3 two bags.
任务十 投诉与索赔 COMPLAINT AND CLAIM
I、 学习目标
1. 2. 3. 4. 了解投诉与索赔的相关知识 掌握投诉与索赔信函的写作要点 熟悉投诉与索赔信函中常用的词语与句子 能够阅读与撰写投诉与索赔的信函
II、 背景知识
投诉与索赔不是国际贸易业务中必然会发生的 事件。如果交易双方都能严格按合同规定履行 各自的义务，那么投诉与索赔是可以避免的。 但是，在实际业务中，由于种种原因，当事人 不按规定履行合同的义务或由于失误或疏忽没 有能够履行合同的义务也是常常发生的。 这样的情况下，买方或卖方会向对方或其它当 事人提出投诉或索赔。
（二） 回复投诉或索赔信 1. 提及对方的投诉或索赔信； 2. 表示道歉或遗憾； 3. 解释问题出现的原因； 4. 同意或拒绝对方的投诉或索赔； 5. 提出自己的处理意见； 6. 等待对方回复。

IV、 示范信函

CASE 1 Weifang Baoda Textiles Co., Ltd.