外贸英语函电Lesson fifteen.ppt

Unit FifteenCOMPLAINTS AND ADJUSTMENTS Contents Suggested questions: Brief Introduction On execution of a sales contract, both parties to the contract must strictly perform their respective obligations. If one of the parties breaches the contract, the other may run into trouble, or suffer great losses. In this case, the affected party is entitled to request the defaulter to make up his losses according to the relevant provisions under the contract. Such request the affected party makes for compensation is called “claim”, and that the party responsible for the losses or damage takes measures to deal with the claim one way or another is called “settlement of claim”. Claim is a common occurrence in foreign trade practice but it does not mean that it will happen in every transaction. There are two kinds of complaints being frequently made by buyers: →The genuine complaint, which arises from one of the following situations: the wrong goods may have been sent the quality many not be satisfactory the goods may have been delivered damaged or late the prices charged may be excessive or not as agreed → 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. If a complaint has to be made by buyers, the matter should be investigated in detail, and these details should be laid before the party charged. When making a complaint, plan your letter as follows: 1) Begin by regretting the need to complaint 2) Mention the date of the order, the date of delivery and the goods complained about 3) State your reasons for being dissatisfied and ask for an explanation 4) Refer to the inconvenience caused 5) Suggest how the matter should be put right Replies to complaints should always be courteous, even if the complaint is unfounded; the sellers should not say so until they have good and reliable grounds on which to