外贸英语函电部分辅助的资料PART 41.pptVIP

如何回复抱怨或索赔 II.解释意外事件发生的原因 1.We pack our shipments with great care but there are occasions when the goods are mishandled during the transit. 2. After a check-up by our staff at the warehouse, it was found that about 100 bags had not been packed in 5-ply strong paper bags as stipulated in the contract. However, the survey proves that paper bags used for these 100 bags are of 3-ply only, thus resulting in breakage during transit.  Summarize: Useful patterns 如何回复抱怨或索赔 III.告知对方你所采取的措施 We are now sending the consignment to you by air freight. It should be with you within a week. 2. Our investigation results tell us that the factory party is responsible for the cargo damage. The factory party agreed to compensate for your damage. We are so sorry for the inconvenience we brought to you in this matter.? 3. We regret for the loss you have suffered and agree to give you USD15,000 in compensation for it.  Summarize: Useful patterns 如何回复抱怨或索赔 IV.(结尾语) 向对方作出保证，并表示良好的期望 1. We can assure you that such a thing will not happen again in future deliveries. 2. Thank you again for your cooperation and we trust the friendly relations between us will continue to develop as usual.  Summarize: Useful patterns Part 4 索赔理赔 Unit 10 Complaints and Claims Warming up知识准备 申诉与索赔的相关规定。 Main Content 主要内容 1. The most important rule is to avoid rudeness or sarcasm(讽刺，挖苦). 2. Complain or deal with the complain timely and positively. 3. State the fact clearly and keep the letter short. Writing Guide 写作步骤 1. When making a claim, you can follow the following steps: Step 1. Inform the receiver of details related to the goods to be claimed.（说明据以索赔货物的详情） Step 2. State the reasons for dissatisfaction, and let the seller know the loss caused. （说明不满的理由及造成的损失）。 Step 3.Your proposal: replacement, repair, refund or compensation.（提出解决方法：换货，修理，退款、赔偿等） Step 4. Express your expectation of the settlement.（表达对解决问题的期盼） Writing Guide 写作步骤 2. When making a complaint, plan your letter as follows: Step 1.