(精选)外贸英语函电第十章 COMPLAINTS AND CLAIMS课件.pptVIP

COMPLAINTS AND CLAIMS Unit ten 本章学习目标  Understanding the types of complaints； 了解投诉的种类；  Master basic structure and style of writing of complaint letters； 掌握投诉信函的基本结构和写法；  Understanding the types of claim； 了解索赔的种类；  Master format of claim letters and the typical sentences and expressions in writing claim letters； 掌握索赔信函的格式及有关的常用短语、句型；  Master how to write different kinds of claim letters； 掌握撰写各类不同的索赔信函；  Master how to reply letters about complaints and claims. 掌握如何答复索赔和投诉信函。 。  10.1 Letters about Complaints 10.1.1 Categories of Complaints（投诉的种类） 1. The genuine complaint, which arises from one of the following situations: (1) The wrong goods may have been sent; (2) The quality may not be satisfactory; (3) The goods may have been delivered damaged or late; (4) The prices charged may be excessive, or not as agreed. 2. There is the complaint made by buyers who find fault with the goods as an excuse to escape from their contracts, either because they no longer want the goods or because they have found that they can get them cheaper elsewhere. 10.2.1 Sample Letters about Buyer’s Claim（买方索赔函范例） 1. The goods are insufficiently shipped 2. The wrong goods have been sent 3. The goods have been delivered damaged or late 10.2.2 Sample Letters about Seller’s Claim（卖方索赔函范例） 1. Buyer refuses or delays opening an L/C 2. Under FOB, buyer delays sending a vessel 本章小结 卖方收到货后提出指责，称为投诉。投诉有真实投诉和借口两种。真实投诉可能是由于货物错发、迟发、品质不好、价格太高等原因；而借口则是不想要货或者是有更便宜的货源而吹毛求疵。卖方在收到这类抱怨时，要认真对待并调查抱怨的真正原因，找出解决的方法。 索赔和理赔是一个问题的两个方面。属于卖方责任而引起的买方索赔的主要有：卖方所交货物的品质、数量、包装与合同不符；卖方未按期交货；卖方其他违反合同或法定义务的行为。属于买方责任而引起的卖方索赔的有：买方未按期付款；未及时办理运输手续；未及时开立信用证；买方其他违反合同或法定义务的行为。 对于投诉和索赔函电的撰写，投诉方或索赔方要实事求是，据理力争；理赔方要澄清事实，分辨是非。这样就有助于纠纷的妥善解决，否则很可能会适得其反。