外贸英语函电课件：Chapter12 Complaints and Claims.pptVIP

Chapter Twelve Complaints and Claims Contents of Chapter 12 Section One Introduction Section Two Specimen Letters Section Three Useful Words Expressions Section Four Useful Sentences Section Five Exercises In international trade, disputes often arise between two parties when one party thinks that the other has failed to carry out te duties stipulated in the contract wholly or partially, which very likely leads to claim. Do you know the main possible reasons for the disputes? Section One Introduction There are two kinds of complaints or claims made by buyers: The genuine complaint or claim, which arises from such situation as the following: a. The wrong goods may have been delivered. b. The quality may not be satisfactory. c. The shipment may have been found damaged, short or late. Section One Introduction Propose a claim claim raise issue file lodge make Respond to a claim claim meet reject refuse entertain admit honor settle decline Examples We shall lodge a claim for all the losses incurred as a consequence of your failure to ship our order in time. We are filing a claim with our insurance company. We have to reject the claim raised from you, as it is not our responsibility. We are not in a position to entertain your claim. Letter of raising complaints Begin by regret the need to complain. Mention the date of the order, the date of delivery and the goods complained about. State your reasons for being dissatisfied and ask for a explanation. Refer to the inconvenience caused. Suggest how the matter should be settled. Letter of handling complaints Decide wether the complaint is justified. If so, admit it readily and promise to settle it promptly. If not, point it out directly and in a polite manner. If you can not deal with a complaint promptly, acknowlegde it at once. Explain you will investigate into it and will send a reply later. All complaints should be treated as serious matters and thoroughly investigated. Specimen 1 P212 Comments The p