實(shí)用商務(wù)英語(yǔ)函電課件-Unit

Unit11Complaints,ClaimsandSettlements

BackgroundintroductionLesson1Lesson2Lesson3WritingpracticeSupplementarysamplelettersIntroductionPre-readingquestions:Whatisaclaim?Whatisacomplaint?Whatisthesettlementofaclaim?Definitions

Claim索賠:arequestforcompensationmadebytheaffectedpartywhosufferslossesfromtheotherparty’sbreachofthecontract.Complaint投訴/申訴:theaffectedparty(受損方)doesnotlodgeaclaimagainstthesuppliersbecauseofaminorlossorinconsiderationofthegoodrelationshipwiththem,butrequeststhemtomakesuresuchathingwillneverhappenagain.Definitions

Settlementofclaim理賠:thepartyresponsibleforthelossesordamagetakesmeasurestodealwiththeclaimonewayoranother.Claimsettlementmayinvolvemorepartiesthanthesellerandthebuyer,suchasshippingcompaniesandinsurancecompanies.Causesofaclaim(1)thebuyersagainstthesellersa.failuretodeliverthegoods/non-delivery;b.latedeliveryorshipmentofthegoods;c.thegoods’inconformitywiththecontractstipulation/breachofthecontract,suchasshortweightorshortageofquantity,inferiorquality,including“shippingtheinferiorforthecontractedqualitygoods”以次充好);d.incompletedocumentation;e.improperpackingordamagescausedbyimproperpackingf.otherbreachesofthecontractCausesofaclaim(2)

thesellersagainstthebuyersa.refusetoopenordelayopeninganL/Cb.delayinsendingavesseltocarry/pickupgoodsunderFOBtermsc.refusetotakedeliveryofthegoods,etc.d.otherbreachofthecontractDraftingaletterforhandlingaclaim

1.Beginbyregrettingtheneedtoclaim.2.Thedetailsofthedeliverysuchasdate,numberoftheorder,dateofdelivery,thegoodsclaimedon,andsoon.3.Stateyourreasonsforbeingdissatisfiedandaskforanexplanation.4.Suggesthowthematterisexpectedtobesettledorstatethedetailsoftheclaim.Therulestobenotedwhendealingwithaclaim

1.Tofindwhethertheclaimisjustified.Ifso,thenyouhavetoadmititreadily;expressyourregretandpromisetoputmattersright.2.Iftheclaimisnotjustified,pointthisoutpolitelyandinanagreeablemanner.Itwouldbeawrongpolicytorefusetheclaimoffhand.3.Ifyoucannotdealwithaclaimpromptly,acknowledgeitatonce.Explainthatyouarelookingintoitandthatyouwillsendafullreplylater.

Therulestobenotedwhendealingwithaclaim4.Allclaimsshouldbetreatedasseriousmattersandthoroughlyinvestigated5.Thereisnoneedforthepartythatisclaimedagainsttogointoalongstoryofhowthemistakewasmadeandashortexplanationmaybeuseful.SupplementaryIntroduction1.索賠：簽訂合同的雙方，有一方違反合同的規(guī)定，給另一方造成損失，遭受損失的一方根據(jù)合同或法律向違約方提出賠償損失的要求叫做索賠。索賠一般有三種：貨物買賣索賠、運(yùn)輸索賠和保險(xiǎn)索賠。2.違約方對(duì)遭受損失的一方所提出的索賠進(jìn)行處理的行為叫理賠。3.提出索賠：首先表明提出索賠的原因，陳述清楚遭受損失的程度，然后提出要求對(duì)方賠償損失的方法。在索賠時(shí)還應(yīng)附上貨到目的港后由當(dāng)?shù)厣虣z機(jī)構(gòu)出具的商品檢驗(yàn)證明書(shū)作為索賠的依據(jù)。另外，索賠一定要在合同規(guī)定的期限內(nèi)提出。Lesson1ComplaintofWrongGoodsDeliveredandtheReplytakedeliveryofthegoods=pickupthegoods...itwaswithgreatregretthat... (theEmphaticPattern)e.g.It

was

how

the

youngman

had

learned

five

foreignlanguagesthatattracted

theaudience's interest.3. bebadlyinneedof=beinurgentneedofcheck...with...與…核對(duì)；與…符合(一致)e.g. 請(qǐng)將你的答案與書(shū)后的答案核對(duì)一下。

Lesson1ComplaintofWrongGoodsDeliveredandtheReply

Pleasecheckyouranswerswiththoseinthebackofthebook.

這些數(shù)字與銀行結(jié)單核對(duì)無(wú)誤。

Thesefigurescheckwiththebankstatement. 5.dispatch(formal):

Ifyou

dispatch

amessage,letter,orparcel,yousendittoaparticularpersonordestination.

KeystotheexercisesofLesson1Ⅰ.Closethefollowingletterwithappropriatewords.took (2)on(3)opening/unpacking (4)presume (5)for (6)urgent (7)to (8)like(9)future (10)letKeystotheexercisesofLesson1Ⅱ.TranslatethefollowingsentencesintoEnglish.1. EverythingappearstobecorrectandingoodconditionexceptincaseNo.45.Sinceourcustomersarebadlyinneedof/inurgentneedofthegoodsweorderedtocatchthesellingseason,wehavetoaskyoutoarrangeforthedispatchofreplacementsrightaway/atonce/ immediately.KeystotheexercisesofLesson13. Itwaswithgreatregretthatweheardthatthegoodsyoureceivedwerenotinconformitywithyourorder.4. Wehopethematterwillcometoyourbestattention.5. Thankyouforyouracceptanceofthewronglydeliveredgoods.Wewillgiveyouadiscountof10%oninvoiceprice.Pleasewritetotelluswhetheryouagreeornot.Lesson2ClaimforImproperPackingandtheReplyarriveinpoorcondition（貨物）抵達(dá)狀態(tài)不良

ingood/perfectcondition狀態(tài)良好lodge/file/register/raiseaclaimagainst/withsb.向某人提出索賠

returnthegoods退貨extrafreight額外的運(yùn)費(fèi)Ifwewereatfault=Ifitwasourfaultowingto=becauseofKeystotheexercisesofLesson2Ⅰ.Closethefollowingletterwithappropriatewords.received (2)captioned/subject(3)examination/investigation(4)due (5)improper (6)said (7)lodge/file/enter/register(8)with/against (9)for (10)enclosingKeystotheexercisesofLesson2Ⅱ.TranslatethefollowingsentencesintoEnglish.Thedamageofthegoodswasobviouslyduetoimproperpacking.Wesuggestyougiveusadiscountof10%ontheinvoicevalueorweshallhavetoreturnthegoodstoyouandaskforcompensationforthelosses.KeystotheexercisesofLesson23. Inviewoftheabove,wearesurethedamagewasmadethroughcarelesshandlingduringthetransit.Therefore,wesuggestyouhadbetterlodge/fileaclaimagainsttheshippingcompany.4. Thesurveyreportindicatesthatthedamagetothegoodswasduetoroughhandlingintransit,ratherthanpoorpackingasyoustated.5. PleaseletusknowbyfaxwhetheryoumayshipthegoodsbeforeMay15.Ifnot,weshallcanceltheorderasperthecontractandlodgeaclaimagainstyouforthelossesthussustained.Lesson3ClaimforInferiorQuality1. inferiorquality質(zhì)量低劣2. beofnouse=beuseless3. NCB(NationalCargoBureau,Inc.) —thelargestcommodityinspectioncompanyinU.S.4. refund=returnKeystotheexercisesofLesson3Ⅰ.Thefollowingletteristhereplytotheabovetext.TranslateitintoEnglishandseehowtheclaimissettled.

DearSirs,

Yourclaimfor5,000unitsofLargeSteelBarsInreplytoyourletterofAugust15,wearewritingtoinformyouthatourrepresentativehasinvestigated/lookedintothematterandfoundthatitwasamistakebyourstaffatthewarehouse.Therefore,wearegoingtosettletheclaim.KeystotheexercisesofLesson3Butourproposalofsettlementisthatwewillimmediatelydelivertoyouquality-guaranteedreplacements.Astothesteelbarsyoureceived,wewillbemuchappreciatedifyouwilltrytosellforusinyourmarketatourquotedprice,i.e.USD3.00perunit,inclusiveofyour5%commission.Ifyouagreewiththeaboveproposal,pleaseadviseusbyfax.Wearereallysorryforthetroublethuscausedtoyouandwouldliketoassureyouthatallpossiblemeasureswillbetakentoavoidsuchmistakehappeningagain.Yoursfaithfully,ReferenceanswertowritingpracticeWritealetterofclaimaccordingtothefollowinginstructions:DearJeff,Wehavejustreceivedthe60casesofchinawareshippedbyS.S.“Peace”under/forourOrderNo.235.However,weregrettoinformyouthat8caseswerebrokenandtheircontentsbadlydamaged.Asyouseeoursurveyreportstating/Thesurveyreportcertifiesthatthedamagewasattributedtoimproperpacking.

Wemustthereforelodgea

claimReferenceanswertowritingpracticeagainstyouforthedamageandinspectionfeeofthegoodsamountingtoUSD720.Wehopethatthismatterwillcallyourbestattention.Assoonasthesettlementismade,weshallreturnthedamagedgoodstoyouatyourexpenses/cost.Faithfullyyours,AaronSupplementarysamplelettersClaimfortheGoodsNottoStandardDearsSirs,OurOrderNo.B501WehavedulyreceivedthegoodsunderthesubjectorderforMen’sShirts.Butmuchtoourregret,thegoodswereceivedarenotuptoourstandard.Theyarequiteunsalableinourmarket.ClaimfortheGoodsNottoStandardNeedlesstosay,wehavesufferedalotandtheinferiorqualityoftheconsignmentputusintogreattrouble,forourendusersrefusedtoacceptthesegoodsandtheyaregoingtoseekforotherresources.Underthesecircumstances,wehavetoregisteraclaimWithyouasfollows: ClaimNo. Claimfor Amount CM-101 Quality USD20,000 ClaimfortheGoodsNottoStandardWearesurethatyouwillgi