实用商务英语函电课件-Unit要点.pptVIP

Unit 11 Complaints, Claims and Settlements Introduction Pre-reading questions: What is a claim? What is a complaint? What is the settlement of a claim? Definitions Claim索赔: a request for compensation made by the affected party who suffers losses from the other party’s breach of the contract. Complaint投诉/申诉: the affected party (受损方) does not lodge a claim against the suppliers because of a minor loss or in consideration of the good relationship with them, but requests them to make sure such a thing will never happen again. Definitions Settlement of claim理赔: the party responsible for the losses or damage takes measures to deal with the claim one way or another. Claim settlement may involve more parties than the seller and the buyer, such as shipping companies and insurance companies. Causes of a claim (1) the buyers against the sellers a. failure to deliver the goods/non-delivery; b. late delivery or shipment of the goods; c. the goods’ inconformity with the contract stipulation/breach of the contract, such as short weight or shortage of quantity, inferior quality, including “shipping the inferior for the contracted quality goods”以次充好); d. incomplete documentation; e. improper packing or damages caused by improper packing f. other breaches of the contract Causes of a claim (2) the sellers against the buyers a. refuse to open or delay opening an L/C b. delay in sending a vessel to carry/pick up goods under FOB terms c. refuse to take delivery of the goods, etc. d. other breach of the contract Drafting a letter for handling a claim 1. Begin by regretting the need to claim. 2. The details of the delivery such as date, number of the order, date of delivery, the goods claimed on, and so on. 3. State your reasons for being dissatisfied and ask for an explanation. 4. Suggest how the matter is expected to be settled or state the details of the claim. The rules to be noted when dealing with a claim 1. To find whether the claim is justified. If so, then you have to