商务英语函电 课件Unit 10 Complaint,Claim and Settlement

BUSINESSLETTERWRITINGUnit10

Complaint,ClaimandSettlement●Thestudentsareexpectedtohelpstudentsknowaboutbasicknowledgerelatedtocomplaint,claimandsettlement.●Thestudentsareexpectedtomasterkeywords,phrasesandsentencepatternsusedinthebusinesslettersofcomplaint,claimandsettlement.●Thestudentsareexpectedtograsptheskillsofwritinglettersaboutcomplaint,claimandsettlement.LearningObjectivesBUSINESSLETTERWRITINGTaskASituationalCommunicationⅠRole-playReadingoutthefollowingdialoguewithyourpartners,findthecommercialtermsrelatedtocomplaint,claimandsettlement.Background:ProductsofthefirsttransactionbetweenSusanandLiYanhavebeenshippedtoRotterdam.ButSusanfoundthereweretwocartonsofcornbasketsshort-landed.(A:SusanB:Mr.Li)Unit10

Complaint,ClaimandSettlement译BUSINESSLETTERWRITINGTaskASituationalCommunicationⅠRole-playA:Ihavesomethingveryunpleasanttotalkwithyou,Mr.Li.

B:Doyoumeanwefailedtomakethedeliveryaccordingtothetimeschedule?A:No.ThegoodshavebeenshippedtoRotterdam,butmycolleaguetoldmeyouhadshort-shippedtwocartonsofourorder.B:I’msoregretful.Wouldyougivemealittletimetocheckthebillandfindoutthereason?A:OK.Wearewaitingforyourpromptreply.Andwewillnotunloadthegoodsbeforeyourcall.Unit10

Complaint,ClaimandSettlement译BUSINESSLETTERWRITINGTaskASituationalCommunicationⅠRole-playUnit10

Complaint,ClaimandSettlementOnehourlater,LiYangaveSusanaphonecall.

B:Susan,Icheckedthebilloflading.AllgoodsyouorderedhadbeenloadedatShenzhendock.However,shippingspaceforthelinehadbeenfullybookedupbeforetheschedule.Andaccordingtoourcontract,thereisanoteundertheshippingclause“shipmentistobemadebyfirstavailablevesselinAprilwithpartialshipmentandtransshipmentviaHongKongallowed”,sotwocartonsweretransshippedviaHongKong.Owingtocarelesshandling,theymissedtheshipment.译BUSINESSLETTERWRITINGTaskASituationalCommunicationⅠRole-playUnit10

Complaint,ClaimandSettlementA:Thecaseistooserioustobeoverlooked!Weareinurgentneedofthegoodsforthissellingseason.Undersuchasituation,ourprojectwillsurelybedelayed.B:Weconveyoursincereapologiestoyouandwilltryourbesttomakeupforyourloss.I’llcableourhomeofficeandaskthemtodispatchthereplacements.Youcanrestassuredthatyourprojectwon’tbedelayed.A:Good!

B:Idohopethisunpleasantincidentwillnotaffectourbusinessinthefuture.Asforthebelatedgoods,we’dliketohavethemsenttoyourcompany.A:Weappreciateyourpositiveactiontowardsthisaffair.译BUSINESSLETTERWRITINGTaskASituationalCommunicationⅠRole-play译文Unit10

Complaint,ClaimandSettlement苏珊和李岩第一笔交易的货物到达了鹿特丹，但是苏珊发现少了两箱玉米筐。（A：苏珊B：李岩）backBUSINESSLETTERWRITINGTaskASituationalCommunicationⅠRole-play译文Unit10

Complaint,ClaimandSettlement

A：李先生，我有个不好的消息要跟您说。B：您是说我们没有按约定的时间交货？A：不是的。货物已经运达鹿特丹，但是我的同事告知我数量比合同上少了两箱。B：真是太抱歉了。给我点时间核查一下运单，找找原因，可以吗？A：好的。我们期待您尽快回复。没有您的电话，我们不会卸货的。backBUSINESSLETTERWRITINGTaskASituationalCommunicationⅠRole-play译文Unit10

Complaint,ClaimandSettlement一个小时后，李岩给苏珊打了电话。B：苏珊，我查过货运提单了。您订的所有货物都在深圳码头装货了。但是由于这条线交货时间前的舱位全部订满了，而我们的合同上有一条规定“货物由四月份的第一班货轮装运，允许分批装运，允许在香港转运。”因此有两箱货物通过香港转运了。由于疏忽，这两箱货弄丢了。backBUSINESSLETTERWRITINGTaskASituationalCommunicationⅠRole-play译文Unit10

Complaint,ClaimandSettlementA：这件事情很重要，可不能轻视了！销售季节到了，我们急需这批货物。如果这样的话，我们的活动肯定要延迟了。

B：我们真的非常抱歉。我们会尽力弥补您的损失的。我发电报给总部，让他们另外发送两箱货物。您放心，不会耽误你们的活动的。A：那就好。B：我真心希望这次不愉快的意外不会影响我们将来的业务合作。至于延迟的货物，我们会送到你们公司。A：你们对这件事情的积极处理，我们很是感激。backBUSINESSLETTERWRITINGⅠRole-playUnit10

Complaint,ClaimandSettlementTaskBReading&SpeakingDiscussthefollowingquestionsbasedontheabovedialogue.Question1Question2Whathappenedtothegoodsaftertheyarrivedatthedestination?Howdoyouunderstandcomplaintsandclaimsinforeigntrade?Unit10Complaint,claim,andsettlementTaskCKnowingaboutBasicKnowledgeBUSINESSLETTERWRITINGⅠRole-playUnit10

Complaint,ClaimandSettlementAfterfindingoutthecommercialtermsfromtheabovedialogue,trytogiveexplanationstoyourpartnersaboutthem.IntroductiontoComplaintsandClaimsClaimreferstothatininternationaltrade,onepartybreaksthecontractandcauseslossesordamagestotheotherpartydirectlyorindirectly,theinjuredpartymayaskforcompensationforthelossesordamages.Ifthequalityofthegoods,quantityandpackingarenotinconformitywiththestipulationsinthecontract,acclaimislodged.Claimsforlatedeliverycanalsobemade.IfthebuyerdoesnotopentherelativeL/Contime,thesellermaylodgeacclaimforit.Anyclaimbythebuyersregardingthegoodsshippedshallbefiledusuallywithin30daysafterthearrivalofthegoodssupportedbyasurveyreportissuedbyasurveyorapprovedbythesellers.Ifthegoodshavealreadybeenprocessed,thebuyersshallthereuponlosetherighttoclaim.

Claimscouldbesettledthroughamicablediscussionbybothparties.Inmostcases,acompromisewillsettletheclaim.TaskCKnowingaboutBasicKnowledgeBUSINESSLETTERWRITINGⅠRole-playUnit10

Complaint,ClaimandSettlement1.TheReasonsforComplaintorClaim(1)ForDelayinShipment(由于发货延迟)(2)ForPoor-packing(由于包装不妥)(3)ForDamageofGoods(由于货物损坏)(4)ForInconformity(由于货物不符)(5)ForUnacceptableSubstitute(由于无法接受替代物)(6)ForOver-shipment(由于到货数量过多)(7)ForInferiorQuality(由于质量低劣)(8)ForErrorsinanInvoice(由于发票错误)(9)ForPoorPerformanceonaServiceContract(由于服务质量差)TaskCKnowingaboutBasicKnowledgeBUSINESSLETTERWRITINGⅠRole-playUnit10

Complaint,ClaimandSettlement2.OccasionstoMakeClaimsItmeansstatinginformationaboutvariousgoods.BuyertoSellerSellertoBuyerDelayofdeliveryornon-deliveryofthegoodsorderedDelayinestablishinganL/CorfailuretoopenitMis-dispatchofthegoodsPostponingsendingavesselorfailuretosenditinFOBtermsShortweightorshortquantityRejectionofgoodswithoutsoundreasonsInferiorqualityImproperpackingDamagetothegoodsLossescausedbyfailuretobenotifiedofcoveringinsuranceinCIF/CFRtermsBUSINESSLETTERWRITINGⅡHaveaTryTaskACorrespondenceWorkinagrouptowritebusinesslettersaccordingtothefollowingbusinessbackgrounds.BusinessBackgroundSupposeyouareHuangDong,asalesexecutiveofFengyangCorporation,Ltd.ThegoodsunderyourorderNo.324wasshortweightedfrom1to8kilograms.Nowyouarewritingtothesellertoaskforsettlementasfollows:puttingforwardtheproblemwhichcausedthecomplaint;statingthereasonsandaskingforcompensation;Askingforanearlysettlement.Unit10

Complaint,ClaimandSettlementUnit10

Complaint,ClaimandSettlementBUSINESSLETTERWRITINGⅡHaveaTryTaskACorrespondenceClaimforShortWeight

SpecimenLetter1Unit10

Complaint,ClaimandSettlementDearSir/Madam,Re:OurOrderNo.324forAppleJuice

WehavejustreceivedtheSurveyReportfromtheShanghaiCommodityInspectionBureauevidencingthatalldrumsofapplejuiceisshort-weightedfrom1to8kilograms,totaling300kilograms.Asthedrumswereintact,itisobviousthatapplejuicewasshort-weightedbeforeshipment.Undersuchcircumstances,wehavetofileaclaimagainstyoutotheamountofRMB850plustheinspectionfee.BUSINESSLETTERWRITINGⅡHaveaTryTaskACorrespondenceClaimforShortWeight

WeareenclosingtheSurveyReportNo.TE(95)115andlookingforwardtoyoursettlementatanearlydate.Yoursfaithfully,HuangDongSalesExecutiveFengyangCorporation,Ltd.

SpecimenLetter1Unit10

Complaint,ClaimandSettlementBUSINESSLETTERWRITINGⅡHaveaTryTaskACorrespondenceBusinessBackgroundSupposeyouareJosephNg,theexportingmanagerofWalkanTradingCompany,havingreceivedtheabovecomplaint,andyouwritealettertogivesettlementtothecomplaintbasedonthefollowinginformation:Expressingyourregretforwhathashappenedtothegoods;Explainingthereasons;Givingthesettlementtotheclaim.Unit10

Complaint,ClaimandSettlementUnit10

Complaint,ClaimandSettlementBUSINESSLETTERWRITINGⅡHaveaTryTaskACorrespondenceReplytoLetter1DearMr.Huang,YourclaimNo.15WeregretthatyouhavehadtroublewiththeAppleJuiceyouhadorderedfromus.Weappreciateyourstraightforwardnessinpointingoutthatalldrumsofapplejuiceareshort-weightedfrom1to8kilograms.

Goingintothematterwefindthatamistakewasindeedmadebyourstaff.Wehavearrangedfor300-kilogramapplejuicetobedispatchedtoyouatonce.Relativedocumentswillbemailedassoonastheyareready.Inviewofourlong-standingbusinessrelations,wewillmakepaymentbychequeforRMB850,theamountofclaimplusinspectionfee,intoyouraccountuponreceiptofyouragreement.SpecimenLetter2Unit10

Complaint,ClaimandSettlementBUSINESSLETTERWRITINGⅡHaveaTryTaskACorrespondenceReplytoLetter1Weweresorryforthetroublebytheerrorandwishtoassureyouthatcarewillbetakenintheexecutionofyourfurtherorders.Yoursfaithfully,JosephNgExportingManagerWalkanTradingCompanySpecimenLetter2Unit10

Complaint,ClaimandSettlementBUSINESSLETTERWRITINGⅡHaveaTryTaskACorrespondenceBusinessBackgroundSupposeyouareWangDongming,thesalesmanagerofBEATTYCo.Ltd.Youhavereceivedaletterclaimingforimproperpackingfromyourcustomer,Mr.Johnson,thepurchasingmanagerfromXinGuangCorporation(SpecimenLetter3).Nowyouwanttowritealetterto(SpecimenLetter4):Expressyourregret;Explainthedamagewascausedbythecarelesshandlingintransit;

SuggestthecustomerentertheclaimagainsttheShippingCompany;Expressyourhopeforcooperation.Unit10

Complaint,ClaimandSettlementUnit10

Complaint,ClaimandSettlementBUSINESSLETTERWRITINGⅡHaveaTryTaskACorrespondenceClaimforImproperPackingDearMr.Wang,OurOrderNo.519WearewritingtoinformyouthatthetoyscoveredbyourorderNo.519arrivedinsuchanunsatisfactoryconditionthatwehavetolodgeaclaimagainstyou.Itwasfounduponexaminationthat10%ofthemarebrokenandsomearebadlyscratched,obviouslyduetotheimproperpacking.Therefore,wecannotofferitforsaleatthenormalpriceandsuggestthatyoumakeusanallowanceof20%ontheinvoicedcost.Thisistheamountbywhichweproposetoreduceoursellingprice.Ifyoucannotaccept,I’mafraidweshallhavetoreturnthemforreplacement.Yoursfaithfully,WaltJohnsonPurchaseManagerXinGuangCorporation

SpecimenLetter3Unit10

Complaint,ClaimandSettlementBUSINESSLETTERWRITINGⅡHaveaTryTaskACorrespondenceReplytoLetter3DearMr.Johnson,WearesorrytolearnfromyourletterdatedNovember12complainingabouttheimproperpackingoforderNo.519.Thankyouforbringingthismattertoourattention.

Weshallimmediatelymakeathoroughinvestigation.Couldyoupleasesendussomephotosofthedamagedgoods?Wewillarrangeforthereplacementtobedispatchedtoyouuponreceivingthephotos.Wewishtoexpressourdeepregretatthisincident.Wetookyourcaseseriouslyandwilltakeeffectivemeasurestopreventarepetitioninthefuture.Wehopethismatterwillnotaffectourgoodrelationsinourfuturedealings.SpecimenLetter4Unit10

Complaint,ClaimandSettlementBUSINESSLETTERWRITINGⅡHaveaTryTaskACorrespondenceReplytoLetter3Yoursfaithfully,WangDongmingSalesManagerBEATTYCo.Ltd.SpecimenLetter4Unit10

Complaint,ClaimandSettlementBUSINESSLETTERWRITINGUnit10

Complaint,ClaimandSettlementLanguagePoints1.Surveyreport检验报告2.Shortweightadj.&n.短重。也可以写作:short-weight,作名词时还可以写作:shortweight.e.g.(1)TheshipmentofTinFoilsheetexS.S.“Dongfeng”isshort-weighted4.82T.由东风轮运来的锡箔纸短重4.82吨。(2)Welodgeaclaimagainstyouforashortweightof5.72T.我方为短重5.72吨向贵方提出索赔。3.Undersuchcircumstances在这种情况下BUSINESSLETTERWRITINGUnit10

Complaint,ClaimandSettlementLanguagePoints4.Fileaclaimagainst提出索赔(claim的用法)ContentPrepositionsExamples表示索赔的原因forClaimforshortage表示索赔的金额forClaimforUS$80,000表示对某批货物索赔onClaimonthebed-sheet表示向某人索赔against(间用with或on或upon)ClaimagainsttheunderwritersBUSINESSLETTERWRITINGUnit10

Complaint,ClaimandSettlementLanguagePoints5.straightforwardness坦白,率直6.Inviewof鉴于……

withtheviewof...目的在于……;为了……7.Improperpacking包装不良8.Sellingprice卖价9.Beinferiorto次于,低于BUSINESSLETTERWRITINGⅡHaveaTryTaskBLetter-writingGuideUnit10

Complaint,ClaimandSettlement1.TheStepsinWritingaletterofComplaintorClaim(1)Beginningbyregrettingtocomplain.(2)Givingadetailedpresentationoffactstoexplainwhatiswrong.(3)Statingyourreasonsforbeingdissatisfiedandaskingforanexplanation.(4)Referringtotheinconveniencecaused.(5)Suggestinghowthemattershouldbeputright.2.TheStepsinWritingaLetterofReplytoaComplaintorClaim(1)Expressingyourthanksfortheletterreceived.(2)Apologizingfortheinconveniencecaused.(3)Indicatingwhatstepsyouaretakingtosetthematterright.(4)Expressingyourexpectationsforfurthercooperation.BUSINESSLETTERWRITINGUnit10

Complaint,ClaimandSettlementTaskCReading&CompletingReadtheusefulexpressionsandcompletethefollowingsentencesaccordingtotheChinese.1.LettersaboutComplaint,ClaimandSettlement(1)PuttingForwardtheQuestion，相关词组表达如：TypesofClaimsExamplesInferiorQuality(1)运来的货物质量与第15号订单中规定的不符。ThequalityofthegoodsshippedagainstourorderNo.15hasbeenfoundnotinconformitywiththeagreedspecification.WrongQuantities(2)你们根据我方第43号订单运来的货物短重60千克。YourshipmentofourorderNo.43wasshortinweightby60kilos.DelayedShipment(3)这种延误会使我们失去生意,因此我们必须在下个月月底前得到这批货物。Thisdelaywillsurelycauseusalossofbusiness,sowemusthavethesegoodsbytheendofnextmonth.PoorPacking(4)通过港务局相关人员检查,破袋是由于包装不良造成的。AfterinspectedbythepersonofthePortOffice,thebrokenbagswerecausedbyimproperpacking.GoodsDamaged(5)打开箱子以后,我们发现有25台录像机因海水受到损坏,看来似乎已完全报废。Onopeningthecaseswefoundthat25setsofvideo-recordershadbeendamagedbysea-water,andseemtobeacompletewrite-off.BUSINESSLETTERWRITINGUnit10

Complaint,ClaimandSettlement(2)MakingComplaint，相关词组表达如：Tomake/lodge/lay/fileacomplaintwithadepartmentaboutsth.因某事向某部门抱怨tocomplaintosb.of/aboutsth.向某人抱怨

e.g.(1)顾客就贵方供应的货物向我方提出抱怨。Thecustomers__________ourcompany_________thequalityofthegoodssuppliedbyyou.(2)

买方因我方布匹制品的质量向我方提出抱怨。Thebuyer________us__________thequalityofourconsignmentofcottonpiecegoods.BUSINESSLETTERWRITINGUnit10

Complaint,ClaimandSettlement(3)MakingClaims，相关词组表达如：Toclaim...for为……提出索赔tolodge/make/raise/file/submit/register/putforward/placeaclaim提出索赔e.g.(1)我方向你方索赔以补偿损失。We________onyou___________therecoveryoftheloss.(2)

我们因为短重向贵方提出索赔。We________you__________theshortweight..BUSINESSLETTERWRITINGUnit10

Complaint,ClaimandSettlement(4)AcceptanceofClaims，相关词组表达如：Toaccept(entertain)aclaim接受索赔Insettlementof...解决……e.g.(1)我们得知贵方关于货物价格的意见,并准备接受索赔要求。Wehaveknownyourcomplaintsaboutthepriceofthegoodsandarepreparedto____________.

(2)

我们愿意做出让步,减价12%以解决索赔要求。Wewillmeetyouhalfwaybyofferingadiscountof12%_________yourclaim.BUSINESSLETTERWRITINGUnit10

Complaint,ClaimandSettlement(5)Rejection

ofClaims，相关词组表达如：Tobewithoutfoundation没有根据Torepudiateone’sliabilityforsth.拒绝对某事负责e.g.(1)很遗憾我方不能受理贵方索赔,它没有任何根据。Weregretwecannotaccept/entertainyourclaim,whichis__________________.(2)

由于缺乏证据,我方拒绝对贵方索赔负责。We_________theclaimonaccountoflackofevidence.BUSINESSLETTERWRITINGUnit10

Complaint,ClaimandSettlementTaskTips1.LettersaboutComplaint,ClaimandSettlementTheExpressionsofMakingComplaints(1)Lodgeacomplaintwith...about

(2)complainsto...of2)TheExpressionsofMakingClaims(1)claim...for(2)Filedaclaimwith(against)...for3)TheExpressionsofAcceptanceofClaims(1)Acceptyourclaim

(2)insettlementof4)TheExpressionsofRejectionofClaims(1)Withoutanyfoundation(2)MustrepudiateourliabilityforBUSINESSLETTERWRITING1.Choosethebestanswer.ExercisesⅢExercisesUnit10

Complaint,ClaimandSettlement_______thearrivalofthegoods,oursurveyorre-inspectedthemcarefully.

A.AtB.UponC.InD.Of(2)Weare_____theopinionthatthedamageoccurredintransit.A.toB.againstC.asD.for(3)Itwouldbeunfairifthelossistotallyimposedonastheliabilityrests_____bothparties.Butwearereadytomeetyouhalfway,i.e.topay50%ofthelossonly.A.withB.againstC.forD.of(4)Youcanapproach_____theinsurancecompany______theshippingcompanyforaclaim,astheliabilityrestswiththem.

A.neither,norB.both,andC.either,orD.either,nor(5)Oneofourmajorclientscomplains_______theoutdatedpatternoftheembroideredproducts.A.aboutB.forC.thatD.against(1)Thewholelotisquiteuselesstoourusers;wewouldliketoknowwhatyouwantustodowiththegoods.(2)ThebuyershavefiledaclaimontheshipmentforRMB1200yuan.

(3)Werealizetheneedtoreduceyoursellingpriceforthedamagedcarpetandreadilyagreetothespecialallowanceof10%whichyousuggest.(4)Wewouldliketoaddthatanydelayinshippingourorderwillcauseustosufferirretrievablyheavylosses.(5)Wearesorrytoinformyouthatyourclaimagainstusforshortweightisunsuitedtotheinternationalinsuranceclaimstandards.BUSINESSLETTERWRITING

2.TranslatethefollowingsentencesintoChinese.Unit10

Complaint,ClaimandSettlementBUSINESSLETTERWRITING3.TranslatethefollowingsentencesintoEnglish.ExercisesUnit10

Complaint,ClaimandSettlement

(1)报告说明龙虾(lobsters)质量不好,而且没有充分包装。(2)他们坚持卖方应该用完好无损的货物调换有瑕疵的货物。(3)我们已邀请保险公估人检验箱子和箱内所装的货,该检验员认为损坏事故是包装不牢所致。(4)我们第369号订单的货经查短重300千克,现在向你们索赔800美元,包括检验费在内。(5)你方未执行我方订单,使我们处于尴尬境地,为此我们要求你方合理赔偿。BUSINESSLETTERWRITING4.LetterWritingExercisesUnit10

Complaint,ClaimandSettlement1.Writealetterbasedonthefollowinginformationaboutinferiorquality.你是买方,收到卖方的干蘑菇(driedmushrooms)货物后发现塑料包装袋里有虫子,检验报告显示是由于装运前蘑菇脱水(dehydrate)不适当造成的。请即去函卖方,向他提交你的检验报告并要求赔偿3000美元。2.Writealetterbasedonthefollowinginformationconcerninggoodsdamaged.你是买方,你所订购的玻璃器具已经到达,但是很多包装的木箱子和里面的货物都破裂了。来自Entry-ExitInspectionandQuarantineBureau公司的检验报告说明这些损坏是由于装货方法不当(把装这些玻璃器具的木箱堆放在同一船舱的机器下面)造成的。在确定该向谁索赔后去函卖方要求赔偿8000美元。BUSINESSLETTERWRITING4.LetterWritingUnit10

Complaint,ClaimandSettlement3.Writealetterofthesettlement.请以卖方的口吻写一封信函,内容如下:

(1)确认收到对方5月20日关于9000公斤白水泥短装的抱怨;

(2)向对方表示歉意,说明我方已检查了仓库,并发现由于仓库部门的疏忽,有一部分货物并未按照合同规定用5层纸袋(5-plypaperbags)包装好;

(3)我方一向注重和对方长久的贸易关系,而且已经开立了一张230英镑的支票给对方,作为对投诉的解决;

(4)希望此次事件不会影响双方未来的贸易关系。BUSINESSLETTERWRITINGUnit10

Complaint,ClaimandSettlementⅢKeystoExercises1.Choosethebestanswer.1)B2)C3)A4)C5)A2.TranslatethefollowingsentencesintoChinese..1）整批货对我们的客户来说毫无用处，我们希望您告诉我们该如何处理这些货物。2）买方对于货物的申诉金额为1200元人民币。（Shipment有“装船,出货,装载的货物”的意思，此处应翻译为“装载的货物”）3）我们认为对损坏的地毯贵方应该降价出售，并且同意贵方提出的10%的折扣。4）我们需要再次说明，贵方任何原因的发货延迟都会给我们带来不可弥补的损失。5）很抱歉告知贵方，关于您对我方货物短量的索赔是不符合国际保险申诉准则的。1)Thereportshowedthatthelobsterswereinferiorandthepackingwasinadequate.2)Theyinsistthatthesellersshouldsendperfectgoodstoreplacethedefectivegoods.3)Wehavehadthecaseandcontentsexaminedbytheinsurancesurveyor,whoconcludedthatthedamagew