Unit_10 Complaints_and_Claims_图文

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Unit 10 Claims and Settlement

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Unit 10 Claims and Settlement

1 2 3

Introduction Lesson 32 Complaining of Wrong Dispatch Lesson 33 Apologizing for the Complaint

4
5

Lesson 34 Replying to III-founded Complaint
Lesson 35 Rejecting the Claim

Introduction

What is Complaint?

? Complaint: A statement that a situation is
unsatisfactory or unacceptable or that someone has done something wrong. What is Claim?

? Claim: an application for compensation
under the terms of an insurance policy.

Introduction

In business activities, no matter how perfect an organization may be, Complaints from the customers are certain to arise.

Handle complaints or claims in accordance with the principle of “on the first grounds, to our advantage and with restraint”

Notes:
complain v. 抱怨,申诉 complain about sth. 投诉某事 complain to sb. of sth. 向某人投诉某事 ? 我们不得不投诉圆珠笔的低劣质量。 We have to complain about the inferior quality of the ball-pens. ? 买方对卖方迟交货提出投诉。 The buyer complained to the seller of the late delivery.

Notes:
complaint n. 抱怨,申诉 make/ lodge/lay a complaint against sb. 对某人提出诉讼 make complaint about sth. 投诉某事 ? 任何关于产品质量的诉讼需在货物到达后15 天内提出。 Any complaint about the quality of the products should be lodged within 15 days after their arrival.

Notes:
claim
① n. 索款

lodge file raise register

a claim

for + 原因 for + 金额 on + 货物 against + 对象(指人)

② v. 索赔 ◆ claim US $10,000 on the goods from the underwriters for improper packing.

Reasons of Complaints

? The wrong goods have been sent; ? The goods have been delivered
damaged or late; ? The quality is not satisfactory; ? The prices charged are not as agreed; ? The buyers try to escape from their contracts…

Outlines of making a complaint

? Begin by regretting the need to complain ? Mention the date of order, the date of
delivery and the goods complained about ? State reasons for being dissatisfied and ask for an explanation ? Refer to the inconvenience caused ? Suggest how the matter should be put right

Lesson 32 Complaining of Wrong Dispatch

Background Aegis Trading Company
Have ordered: men’s golf woolen stockings Have received: women’s lisle stockings

Ask for immediate replacement

Explanation of the letter

? We are writing to complain about the shipment of our
Order No. BT-708 for 1000 dozen Men’s Golf Woolen Stockings received this morning. These were ordered on September 20, 2005 and confirmed by fax on September 21
(enclosed copy). However, upon opening the

boxes, we found that they contained 1000 dozen
women’s lisle ones.

Explanation of the letter
充足的存货 ? We regret that we can not keep this consignment, as we have an adequate stock already. We have no

choice but to return them to you. We must ask you to arrange for the dispatch of replacement at once as we need the stockings we ordered to complete deliveries
to our new customers.

◆ have no choice but to do sth. =? 我们不得不取消订货。 have to 别无他法, 只好 We have no choice but to cancel ? 如你方不能答应,恐怕我们只好退货了? the order. ? 我们不得不拒收货物,因为你方发错货物了。 If you can’t grant us the request, I’m afraid we We have no choice but to decline the goods have no choice but to return the goods togoods. as you made delivery of the wrong you. ◆ replace v. 提供代替品, 替换 句式:replace A with (by) replacement n. 替换货物 B replace A A be replaced with B make replacement with B make replacement of A

Explanation of the letter

? We trust you will credit our account with the
invoiced value of returned lisle stockings, including

reimbursement for the returning charges of US
$1060.

◆ credit one’s account with 把某笔金额贷记某人账户 ◆ reimbursement 赔偿,还款 T/T reimbursement 电汇偿付 Tax reimbursement 退税

?

◆ returning charges 退货费

Main points
a. refer to the goods

b. complain and give the details
c. suggest the settlement of replacement

d. expectation of early reply

Exercise ◆ Choose the best answer:
b 1)We regret to have to complain _________ the bad quality of shipment of sugar by s. s. “Taishan”. a. at b. about c. on d. in c 2)The quality is not in conformity _________ the agreed specifications. a. by b. in c. with d. on d 3)The leakage occurred during transit result ______ your faulty packing. a. into b. in c. to d. from

Exercise a 4)We shall take delivery _________ the goods as soon as they are released. a. of b. at c. from d. on 5)When looking into the case we found that the goods c did not agree _________ the original sample. a. to b. in c. with d. on b 6)Our end-users are complaining _________ the inferior quality against us. a. to b. about c. with d. on

Exercise
7)We must ask you to look into the matter and arrange d _________ the dispatch of replacement at once. a. to b. on c. of d. for

a 8)We have dispatched the goods _________ the same quality to many other houses.
a. of b. in c. with d. on

◆ Fill in the blanks
took delivery of replacement faulty supplied to have no choice but to are prepared to agree to resulted from

1) Since you have delayed the shipment, we have no choice but to cancel the contract. _________________ 2) It is obvious that the damage to the goods resulted from the rough handling. ____________ 3)Your cooperation in this instance is very much appreciated and we trust the ____________ will replacement reach you in due course. 4) If your business with us turns out to our satisfaction, agree to we will __________ renew the Agency Agreement.

◆ Fill in the blanks
took delivery of replacement faulty supplied to have no choice but to are prepared to agree to resulted from

faulty 5)The ________quality of the goods received will no doubt affect the selling price. 6) On arrival of M.V. “Castle” at Port Louis, we took delivery of _______________ the consignment. are prepared to 7) We _______________ repack the goods at the warehouse. supplied to 8) The carpets ____________ our Order No. C396 of July 3 have arrived this morning.

◆ Translate the following sentences into English:

1) 你方上次发运来的货物实在让人失望,我方不得不向你 方提出申述? (lodge a complaint against) Your last shipment is so disappointing that I have to lodge a complaint against you. 2) 让我方吃惊的是,我们认为它们的质量太差,跟样品不相 符合?(match)
To our great surprise, we found they are far below the standard and do not match the sample.

◆ Translate the following sentences into English:

3) 我方不得不要求你方对我方的损失负责?
(have no choice but to) We can have no choice but to hold you responsible Lesson 33 for our loss. 4) 我方要求贵方用完好的货来调换此货?(replace) Apologizing for the Complaint

We require you to replace the goods with the perfect goods.

Reply to complaint/claim
1. concern of the complaint 2. looking into the complaint and giving the result 3. dispatch of correct goods 4. apologize for inconvenience

Letter 1

◆Thank you for your letter of October 21. We regret very _____________
much to learn ____________(我们非常遗憾地获悉)that the Men’s Golf Woolen Stockings you kindly ordered were omitted
from the shipment and that Women’s Lisle Stockings

were sent to you instead. ______________(你方的投诉) Your complaint
was immediately sent to our Customer Relations representative for investigation. 客户关系部的代表 Part 1: concern of the complaint

=Upon

Letter 1

错误

◆On going into the matter, we found that a we made a mistake was
indeed made by us. The slip-up occurred in our new mistake indeed automated inventory control system which is causing some problems during the data entry stage. Your order number was unfortunately confused with another one(BT-718). We sincerely regret that it caused you so much trouble, especially because the goods were

intended for your special sale. 自动存货控制系统

数据输入阶段

Part 2: look into the matter and give the result

Letter 1
to be dispatched to you at once. Relative documents will be mailed as soon as they are ready. We have already faxed to inform you of this, and we enclose a copy of the fax.
inform sb. of sth.

◆We _________________(已经安排好)the right goods have arranged for

Part 3: dispatch of correct goods

Letter 1

◆The women’s stockings you kindly returned reach
us today. Your account will be credited with the invoiced value of the lisle stockings and returning charges. Our credit note is enclosed.
= invoice value 发票金额

退货费

Letter 1

◆We apologize again for this mistake and
inconvenience caused to you.
? apologize to sb. for sth.

? make an apology to sb. for sth. Part 4: apologize for inconvenience
? 因产品质量差,我们向顾客道了歉。

We apologized to the customer for the poor quality of our goods.

◆ Translate the following sentences into English:
3) 我方不得不要求你方对我方的损失负责?
(have no choice but to) We can have no choice but to hold you responsible Lesson 34 for our loss. 4) 我方要求贵方用完好的货来调换此货?(replace) Replying to Ill-founded Complaint

We require you to replace the goods with the perfect goods.

Edward Horner, Sales Manager of Wallace Stores

Complain the poor/inferior quality of the woolen sweaters

inferior to The quality of the woolen sweaters is ________ ___ that of the sample.

She found Mr. Horner’s complaint illfounded(无理的)

Miss Jane Stott

Letter 1

◆We are very regretful to learn that you are not
satisfied with the goods shipped under your order No. BH-432. 非常遗憾地获悉你对你方第BH-432号订单下发 送的货物不满意。

Letter 1

商品检验检疫局

◆We have closely compared the sample you returned with
our reference sample andInspectionfind any difference China Commodity we can not Bureau (CCIB) between them. This 中国商品检验局 by our Bureau of has been confirmed accepted Commodity Inspection and Quarantine that both of the qualities are identical. We would like to remind you that we forwarded you a shipping sample prior to the shipment, and have not heard any objection from you till

deadline (both of us agree on July 4). We, of course,
believe it to be in good order. good condition

Letter 1
不禁感到

◆In view of the above, we can not help feeling that
you are complaining with the sole aim of obtaining from us. If so, we are afraid further business between both of us will no longer be financially worthwhile.
唯一的目的

Letter 1

◆We apologize for having to write you in this way,
but hope you will understand that we can not accept your complain without prejudice to our defenses.

不损害我们的利益

◆ Translate the following sentences into English:
3) 我方不得不要求你方对我方的损失负责?
(have no choice but to) We can have no choice but to hold you responsible Lesson 35 for our loss. 4) 我方要求贵方用完好的货来调换此货?(replace) Rejecting the Claim

We require you to replace the goods with the perfect goods.

decline / refuse

Glen Turner, an English importer

? Make a complaint
50 cartons of woolen carpets were soiled due to improper packing ? Claim Ask for a 15% allowance on the invoice value

She have rejected the claim

John Li

Letter 1

◆We regret to learn from your letter of October 18
that 20 cartons of carpets shipped under your Order No. KL-457 were found soiled and we are required to grant you a 15% allowance on the invoice value of the order. = make/give

Part 1: Refer to the matter again

Letter 1

◆We took your case seriously and have looked gone
into the matter in detail. The packing department

of our company informed us that the carpets were properly packed first in waterproof paper and then in double thickness of canvas as stipulated in the contract.
防水纸 双层帆布

Part 2: Point out that the packing is proper.

Letter 1

◆Furthermore, the clean B/L covering the goods
indicates that they were received for shipment in apparent good condition.
表面状况良好 = in apparent good order

Point out that the goods for shipment is in good order.

Letter 1

◆Therefore, we are certain that the damage must
have occurred through careless handling in transit. In the circumstances, we are afraid that we cannot accept your request and we would advise you to claim on the shipping company who should be held responsible.
在运输中 claim on/ against sb. claim sth. from sb. 向某人索赔

Give a suggestion

Letter 1

◆At any rate, we thank you for bringing this to
our attention and if you feel it necessary we shall be pleased to take the case up on your behalf with the shipping company concerned.
无论如何

提交我方处理

Part3: Express thanks to the writer

The End of Unit 10


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