国际经贸函电课件 10 Complaints and Adjustment

Inbusinessactivities,nomatterhowperfectanorganizationmaybe,complaintsfromthecustomersarecertaintoarise.Makingcomplaintisanunpleasantthingandneedstobewellpreparedanddocumented.Chapter10

complaintsandadjustmentReplytocomplaintsshouldalwaysbecourteous,evenifthecomplaintisunfounded.Incasenosettlementcanbereachedbetweenthetwoparties,thecaseunderdisputeshallbesubmittedtoathirdpartyforarbitration.Chapter10

complaintsandadjustmentLearningFocus:graspbasictermsrelatedtocomplaintandarbitrationlearnhowtomakecomplaintsandclaimsbyletterlearnhowtoreplytothecomplaintsandclaimsMasterusefulwords,phrasesandexpressionsSection1IntroductionGenuineComplaintscomesfromthefollowingsituations:wronggoodsunsatisfactoryqualitydamagedordeliveredlateShortweightorshort-shippedComplaintsasanexcuse:thebuyermakecomplaintsasanexcusetoescapefromtheircontracts1.1TypesofcomplaintsWhenmakingacomplaintorclaim,planyourletterasfollows:(P243)BeginbyregrettingtheneedtocomplainMentionthedateoftheorder,thedateofdeliveryandthegoodscomplainedabout.StateyourreasonsforbeingdissatisfiedandaskforanexplanationRefertotheinconveniencecausedSuggesthowthemattershouldbeputright.1.2RequirementsforwritingHowtodealwithacomplaint?Whendealingwithacomplaint,thesellershouldpayspecialattentiontothefollowingpoints:Decidewhethertheclaimisjustified.Ifso,admititreadily,expressyourregretandpromisetoputmattersright.Iftheclaimisnotjustified,pointthisoutpolitelyandinanagreeablemanner.Itwouldbeawrongpolicytorefusetheclaimoffhand.Howtodealwithacomplaint?3.Ifyoucannotdealwithaclaimpromptly,acknowledgeitatonce.Explainthatyouarelookingintoitandyouwillsendafullreplylater.4.Allclaimshouldbetreatedasseriousmattersandthoroughlyinvestigated.Thereisnoneedforthesellerstogointoalongstoryofhowthemistakewasmadeandashortexplanationmaybeuseful.Whatifthereisnoagreement?TurntoArbitration!Arbitrationisamethodofsettlingadisputebetweentwopartiesthroughathirdparty.Thearbitratortakesaneutralstandingandhisdecisiononthedisputeisfinalandbindinguponbothparties.ArbitrationClauseinaSalesContractplaceofarbitrationthearbitrationbody（仲裁机构）thearbitrationaward（仲裁裁决）arbitrationproceduresarbitrationfeesWords&phrasescomplainv.表示不满，抱怨，申诉tocomplaintosb.about(of)sth.tocomplainthat…e.g.1Ourclientscomplainedtousof/abouttheexcessivemoistureofyourseeds.e.g.2Ourclientscomplainedthattheseedscontainstoomuchmixture.Section2UsefulWords,phrasesandexpressionsclaimn.索赔，赔偿要求lodge/file/makeaclaimclaim后的介词搭配:表示索赔的原因,接fore.g.claimforthedamageofthegoods表示索赔的金额,接fore.g.claimforUS$1000表示对某批货物索赔,接one.g.claimonthegoods表示向某人索赔,接against/with/one.g.claimagainsttheunderwriter.lodge/file/makeaclaimagainst/withsb.forsomereasons(theamountofmoney)onsth.claimv.索赔，赔偿要求toclaimUS$10,000toclaimacompensationofUS$10,000toclaimUS$10,000fordamagetoclaimUS$10,000onthegoodstoclaimUS$10,000fromtheunderwriterse.g.WeshouldclaimUS$10,000fromyouforthelosscausedbyimproperpacking.accept/admitaclaim同意索赔entertainaclaim受理索赔settleaclaim解决索赔rejectaclaim拒绝索赔withdrawaclaim撤回索赔dismissaclaim驳回索赔shortweightadj.&n.短重e.g.TheshipmentofTinFoilsheetbyS.S.“Dongfeng”isshortweight4.82M/T.Welodgeaclaimagainstyouforashortweightof4.82M/T.shortdelivery短交shortshipment短装shortweight短重shortpayment付款不足short-landedadj.短卸short-paidadj.少付short-calculatedadj.少算short-invoicedadj.发票少开short-established/openedadj.(信用证)少开P255repetition:reoccurrence,recurrence重复（再次）发生e.g.如再发生此类事情，我们将被迫寻找其他供应商。Ifthereisanyrepetitionofthiswewillbeforcedtolookforanalternativesupplier.slipup:makeamistake,blunder出错e.g.WeslipupbadlyinnotsigningtheagreementwiththeChinesecompany.forwardingagents运输代理forwardingcompany运输行，代运公司forwardingorder托运单forwardingdocuments运输单据inconveniencen.&v.e.g.Yourdelayhascausedusmuchinconvenience.Ihopeitwon’tinconvenienceyoutodrivemetothestation.lookup寻找，查阅e.g.Withregardtofurtherinformationabouttheproduct,pleaselookupthecatalogueswesentyoulastFriday.lookinto调查investigatelookintoaproblem/themattercheckup检查，检验inspectcleanadj.无不良批注的；合法的，守规则的cleanbilloflading清洁提单cleandrivinglicense无违章驾驶记录的驾驶执照UsefulexpressionsComplaintsUnfortunately,wefindthatyouhavesuppliedgoodsbelowthestandardweexpectedfromthesamples.Wehaveexaminedtheshipmentcarefullyandtoourdisappointmentthatthegoodsarenotofthequalityweorder.ComplainaboutthequalityComplaints3.Weregretthatwehavetocomplainaboutthewayinwhichtheconsignmentjustreceivedhasbeenpacked.4.Itwasfounduponexaminationthatnearly30%ofthepackageshadbeenbroken,obviouslyattributedtoimproperpacking.ComplainaboutpoorpackingComplainaboutshortagesComplaints5.Aftercheckingthegoodsreceived,weregrettoinformyouthatcase20containsonly100plasticbowlsinsteadof120enteredonthepackinglist.6.Incheckingthecontentsagainstyourenclosedinvoice,wefindthatyouhaveshort-shippedthisconsignmentby100kg.ComplainaboutdelayinshipmentComplaints7.Wearestillwithoutyourshippingadviceofthecameras.Wearereceivingurgentrequestsfromourcustomersandyouwillunderstandthatthisdelayplaceusinanawkwardposition.8.Duetoyourexcessivedelayindelivery,wenotifyyouofourcancellationofthecontract.RepliestoComplaints9.Wewereverysorrytoreceiveyourcomplaintthatthematerialyoureceivedwasnotofthequalityexpected.1o.Weproposetohavethegoodsinspectedimmediately.Iftheinspectionconfirmstheaccuracyofyourestimate,compensationwillbeallowedatonce.FavorableUnfavorableRepliestoComplaints12.Wearesorrythatwecannotbeartheresponsibilityforthedamagesincurredtoyourgoods,becausewehavethedocumentstoprovethatthegoodswerereceivedbythecarrierinperfectcondition.13.Thepackersdonotagreethatthereisanydefectinthematerialused,andtheyhavebeennopreviouscomplaints.Section3SpecimensComplaintaboutShortageLetter10-1(P245)Letter10-2(P246)ComplaintaboutdelayinshipmentLetter10-3(P247)Letter10-4(P248)Section3SpecimensComplaintaboutthewronggoodsLetter10-5(P249)Letter10-6(P250)ComplaintaboutthequalityLetter10-7(P251)Letter10-8(P252)Section3SpecimensSupplementletterforoptionalreadingComplaintaboutPoorPackinganditsReplyComplaintaboutdamagedgoodsLetter10-9(P253)Letter10-10(P254)DearSirs,WeregrettoinformyouthatthecottongoodscoveredbyourOrderNo.8632andshippedperS.S.“Peace”arrivedinsuchanunsatisfactoryconditionthatwehavenochoicebuttolodgeacomplaintagainstyou.Itwasfound,uponexamination,thatnearly20%ofthepackageshadbeenbroken,obviouslyattributedtoimproperpacking.Ouronlyremedialmeasure(补救措施),inconsequence,wastohavethemrepackedbeforedeliveringtoourcustomers,whichinevitablyresultedinextraexpensesamountingtoUS$860.Weexpectcompensationfromyouforthis,andwouldliketotakethisopportunitytosuggestthatspecialcarebetakeninyourfuturedeliveriesasprospectivecustome