实用英语文函写作（ 第二版） 教学课件 作者 贾琰程欣 主编 U11.pptVIP

尚辅网 尚辅网 General Introduction Business transactions do not always run smoothly. Regardless of how careful or efficient business organizations are, things go wrong occasionally. Merchandise may be shipped to a wrong address or arrive in less than perfect condition; details for an order may be confused; payment may be incorrect; badly needed goods may be delayed; quality may be different from the standard expected. When such a situation arises, a complaint letter or a letter for claim is usually sent. Kinds of Complaints Losses or damages in international trade are not only confined to both exporters and importers. Generally speaking, there are three possibilities. Insurance Claim: If the insurer is held responsible for the losses, the claim incurred is called “ Insurance Claim”. Transportation Claim If the carrier is held responsible for the losses, the claim incurred is called “ Transportation Claim”. Trade Claim If the trader (either the importer or the exporter) is held responsible, the claim is called “ Trade Claim ”. In the case where it is not yet sure whose fault it is, claims can be lodged against both the carrier and the insurer. Making a Claim A claim may begin with a problem, proceed to a request for an adjustment instead of a complaint, and close with business courtesy. For organizations to handle complaints properly they need to be able to deal with facts and written records. Written details are essential to their complaints processing and a letter is a far more reliable way of communicating these things than a verbal phone exchange. When the amount of money involved is large, the party who suffers will lodge a claim for compensation on the strength of a survey report or other official documents supporting the claim, i.e. Survey Report, Certificate of Inspection (or Inspection Certificate), Mate’s Receipt, Marine Protect etc. Adjusting a Claim Most of the claims should be settled in a courteous way. Many business people hold that adjustment letters