外贸索赔ComplaintsClaims.ppt

Unit Fifteen Complaints and Adjustments Make Complaints Settle Complaints Make Claims Four Ways of Settling claims Declining claims Introduction In international trade, the seller and the buyer should abide by the terms and conditions of the contract. Any default and breach of the contract will cause trouble and loss to one parties. The affected party can make complaint or lodge claim with the other party. Such complaints and claim should be adjusted fairly. How to write a letter of complaint 1. The most important rule is to avoid rudeness or sarcasm. 2. Complain timely. 3. State the fact clearly and keep the letter short. Staging of the letter of complaint *First, state the background of the complaint *Then raise the issue *Suggest a solution *State possible action How to write a reply to complaint 1. The reply to complaint should be written politely, tactfully and timely. 2. After receiving the complaint, you should investigate the case. 3. Thank your customer for bringing the matter to your attention whether the complaint is justified or not. 4. Write a complete letter. Staging of the reply to complaint *Begin the letter by making a summary of the complaint. *State the action or investigation you have made. *Your decision *Finally, your remedy. Key Words complaint claim survey report dispute compensation Language Points Language Points Language Points 此批货物的发票少开了三百一十五美元。 Sample Letters Language Points Sample Letters * * Main Difficult Points claim n. / v. 索赔 claim for damage (poor packing) 因破损（包装不良）提出索赔 claim a compensation of the shipment from somebody for something claim on / against somebody 向…提出索赔 lodge a claim against somebody for short-weight on something 因货物短重而向…提出索赔 Language Points accept a claim 接受索赔 settle a claim 解决索赔 entertain a claim 受理索赔 admit a claim 同意索赔 dismiss a clai