11-Complaints and Claims.ppt

Complaints and Claims投诉与索赔 Rules for Writing Complaints and Claims 1. Begin immediately and clearly. Tell what is wrong. 2. Identify the situation (invoice发票，费用清单 number, product information, etc.) in the text. Describe the story in a clear and organized way. 3. Present enough facts to permit a decision. 4. Name specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply. 5. End positively—friendly but firm. Sample analysis Dear Sirs: Have you taken care in checking your packing before you sent us the goods? What a terrible state they are in now! Why are so many goods nude and broken? According to our contract, you are responsible for sound packing, but now you have been failed in fulfilling your duty! Why is that? We have never seen a supplier whose packing is so poor! It is obvious that we cannot accept them. Replace them or refund the payment. If you cannot give us a reasonable explanation and fail to deal with it, we will consider turning the whole matter into the court! Sincerely yours, Sample analysis Dear Thomas Moore: Referring to our order No. 26 dated June 16th, you have delivered some wrong goods, which arrived on R.P. Charger at Bangkok. We appreciate your prompt delivery. But, when opening case No. 14, we found that it contained chinaware, which we had not ordered. We assume that a mistake may have been made in assembling the order. All other items are correct and in good condition. As the items we have ordered are needed urgently, please dispatch the missing articles at once. We enclose a list of detailed description about the items that should have been in case No. 14. Please check this with our order and your copy of the invoice. Yours Sincerely, Describe the problem 1. The quality of the goods shipped against our order No. 9823 has been found not in conformity with the agreed specification. 我们发现，根据我方第9823号订单运来的货物质量与议定规格不符。 Describe the problem 2. On comparing the goods received, we we