经贸英语口语Unit 12 Complaints and Claims_82

商务英语课程课件Unit 12 Complaints Adjustments-PPT课件

If a claim has to be made by the buyer, the matter should be investigated in detail and these details should be laid before the party charged. We must handle claims with the principle of "on the first grounds, to our advantage and with restraint" and settle them amicably to the satisfaction of all parties concerned.
1.Read the following tips for making complaints.
Tips for Complaints
1) Complain as soon as possible. 2) Find out about your legal rights. Are there any laws or regulations that can help you? 3) Pay attention to all printed information you have about the case, such as ads, brochure,
documents — and use them to ask for what you want. 6) Be polite. You'll get better, and maybe quicker, results if you explain the problem and ask
for a resolution without resorting to anger or threats. 7) Be prepared to negotiate realistically. 8) Keep good records. Note the names of people you talk to, as well as the dates, times and

世纪商务英语-外贸函电unit 12 Complaint, Claim and Settlement

2020/12/13
Part Three
Expressions (2)
11. short delivery 短量;货少运了 12. short weight 短重;货不够秤 13. inferior quality 质量低劣 14. improper packing 不适当的包装 15. A is attributable to B A是由B引起/导致的 16. the time limit for claim 索赔期限 17. within... days after arrival of the goods 货物到达后……天内 18. go into the matter 调查此事 19. the survey charges 检验费 20. total amount of claim 索赔总额
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Part Three
Typical Sentences (1)
1. The claim is to be lodged within 45 days after the arrival of the consignment at the destination port.
2. The claim must be accompanied by a survey report for seller’s reference. 3. After looking into the matter, the surveyors find that the damage was caused by
2020/12/13
Part One
2. The Different Types of Claims (2) The insurance claim takes place after the insured goods are damaged or lost

Unit 14 Complaints and Claims《外贸英语函电》PPT课件

may be not salable and in this case the buyer will demand
replacement.
If the delay is very long，the buyer may cancel the order，
and there may be a great loss to the supplier and the buyer.
from delay.
Text A
Complaints about damage are usually the business of insurance
companies，but if the damage is caused by the negligence of
the packer，then the insurance companies will not take
clearly does not match the samples you left with us.
The printed shirting complained about is part of the batch of
100 pieces of 50 yards supplied to our order No.AD-190 of May
as possible.
Bad，inferior or inadequate packing may cause damage to goods
in transit.The buyer may accept damaged goods if the supplier
offers a discount，but if the goods are badly damaged，they

Unit12

学时
2
学期总课次
授课时间
第周，星期，第节
学习目标
Afterlearningthis unit,studentscan:
Some basic knowledge about complaints and claims;
the causes of complaints and claims;
How to write a letter to complain and claim for the short weight.
VII. Homework.
第页
教案附页
授课内容及教学活动设计
附注（教学方法、活动形式、辅助手段等）
第页
2.How to write a letter to complain and claim for the short weight.
教学难点
教学反思
授课内容及教学活动设计
附注（教学方法、活动形式、辅助手段等）
I.Situational Introduction
李娜实习的那家公司最近接到了一些投诉信，她也全都阅读了，从中了解到投诉和处理投诉，索赔和理赔，也是公司业务中司空见惯的事。她就这方面的问题和困惑来请教于张经理。张经理给她讲解了投诉是如何发生的，发生了又该如何正确对待和妥善处理等等，要求她熟练地掌握常见的术语，以便更好地理解这方面的英语函电。
3. T prepares some exercise
IV. Practice
Ss can complete the tasks by discussing withtheirpartner.
T help check Ss’answers.
V. Key words and phrases.

外贸英语口语对话Unit-12

外贸英语口语对话U n i t-12-CAL-FENGHAI.-(YICAI)-Company One1外贸英语口语对话Unit 12Mr.James is a representative of a British company, and Mr.Liu is a staff member of China National Foodstuffs Import & Export Corporation. They hold a discussion on the seafood.J： Now, Mr.Liu, Let's have a word about delievery. Can you make prompt shipment?L： "Prompt shipment", such terms are ambiguous. People can interpret this phrase differently.J： We must have the seafood for the winter sale. That's all I want.L： For the winter sale Why, that would mean the goods must arrive at London in early Novemeber. We're now in late September. Even if we had the goods ready, I don't think we could ship them right away.J： I know there's a great demand on shipping lately.L： That is so. I was informed by our shipping department yesterday that liner space for Europe up to the end of next month had been fully booked. I'm afraid we can do very little about it.J： We understand tramps are still available.L： Yes, but tramps are scarce. Generally, no refrigeration facilities are provided on them, and I'm not sure whether there would be enough tonnage to make a full cargo, even if a tramp could be obtained.J： Is there any chance if transhipment is allowed?L： But transhipment adds to the expenses, risks of damage and sometimes may delay arrival, because there's also a shortage of transhipment space for Europe. Anyhow, we'll try. We have good connections with China Resources Shipping & Storage Co.Ltd. in Hongkong. This company has a great reputation for its competence in the shipping world. And since it has longterm agency agreements with many world famous shipping companies, it can easily meet the clients' varied demands.J： We prefer direct shipment, of course, but if youcan't get hold of a direct vessel, we may agree to have the goods transhipped at Hongkong. You know, good quality, competitive price, all would mean nothing if goods could not be put on the market on time.L： Yes, fully understood. We'll find out the situation about the connecting steamer right away.J： As far as I know, Jardine Shipping Agent(HK) Ltd.has a liner sailing from Hongkong for Europe around mid-October. If you could manage to catch that vessel, everything would be all right.L： It's very hard for us to accept a designated on carrier. There are so many factors that might make the goods miss the intended sailing. Besides, are you sure the vessel will call at London And is she already carrying a full loadJ： I guess if we start immediately, there's still hope. And if worst comes to worst, please ship the goods to London or Liverpool. How about Liverpool as an optional port of destination?L： Good. Then what would you say if we put if likethis： "Shipment, first available steamer in Octoober. port of destination, London or Liverpool. Transhipment at Hongkong allowed."J： Fine. It seems I've no alternative. Thank you, Mr. liu. I'am sorry if these arrangments cause you a lot of inconvenience.l： Oh, no, we're only too glad to help you in any way we can.。

对外经贸函电课程课件 Unit 12 Complaints and Adjustments

Rules followed in dealing with a complaint:
(1) Decide whether the complaint is justified. If yes, admit it readily, express your regret and promise to put things right. (2) If no, point out politely. To refuse the claim offhand is not a good policy. (3) If a complaint can’t be dealt with promptly, first acknowledge it. Tell the other party that you will look into it and send a full reply later. (4) Complaint should be treated seriously and investigation should be made thoroughly.
Letter 1 (Complain about the Wrong Delivery)
Situation 感谢及时交货。买方提货后发现，有一箱内物与其他不同，非所订之货，所以推测该箱货属于其他订单项下。由于所订的刀具是一个产品系列，缺失将导致不完整，希望卖方尽快寄送缺失的型号。随信附箱内物清单，货物听候处置。
The importer has filed a complaint with our corporation about poor packing of the goods. 进口商为货物的不良包装向我公司提出抱怨。

世纪商务英语-外贸函电unit 12 Complaint, Claim and Settlement

The transportation claim is raised by the shipper/consignor or owner of the shipped goods against the carrier. When, for instance, the cargo shipped is found with damage or imperfection after its arrival at the port of destination while the original Bill of Lading issued by the carrier indicates the word of “Clean”, such a claim will then be lodged. Another typical reason for this kind of claim is the shortage of goods compared with the volume in the B/L.
▪ Part Four
Sample Letters
▪ Part Five
Practical Training
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Part One
1. The Purpose of Making Complaints The party making complaints aims at either the improvement of current
products /services of their business partner, e.g. a supplier or a carrier, or the compensation for the losses caused by the wrongdoings of the business partner. Sometimes the two goals are combined when the party receiving complaints not only accepts the compensation request but also promises to deliver a better job in the future.

实用商务英语口语教程Programme 13 Complaints and Claims

精品文档
(6) I am very glad that our negotiation has been going on well，and I haven’t expected any problem would happen. (negotiation) (7) As I have several customers waiting, please arrange another shipment for the 20 kg goods at once. (arrange shipment) (8) In view of our long business relationship, we would like to settle the dispute friendly. (in view of) (9) I have to make a complaint for the batch of Maotai wine. (make a complaint for) (10) I’ m afraid we can’t entertain your claim. (entertain one’s claim)
精品文档
Do you know how to lodge and settle a claim?
精品文档
★Preparations ★Project Study 1
Dialogue: Lodging a Complaint
Role-play： Role-play the above-mentioned
精品文档
1. A bad compromise is better than a good lawsuit. 2. A bad thing never dies. 3. To err is human. 4. A burnt child dreads the fire.

Unit 12 Complaints and adjustments

plaint about quality and quantity
We regret to complain that your consignment of cotton piece goods shipped by m.v. "Taching" is not of the quality and color of the sample piece. 你方由"大庆" 你方由"大庆"号轮所装的棉匹布的质量和颜色与样品布不符,我们对此表示不满. 样品布不符,我们对此表示不满. We are sorry to learn that the quality of your shipment is not up to the agreed specifications. 我们遗憾发现你方货物的质量达不到所同意的规格. 我们遗憾发现你方货物的质量达不到所同意的规格.
Unit Twelve
Complaints and Adjustments
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.

剑桥商务英语Unit 11 Complaints and Claims

5. Be prepared to negotiate realistically.
6. Keep good records. Note the names of people you talk to, as well as the dates, times and outcomes of the conversations. 7. It's often best to explain the problem in writing. 8. Always keep a copy of each letter you write for your own files.
1. Survey Report (检验报告) 2. Certificate of Inspection (检验证书) 3. Mate’s Receipt ( 大副收据) 4. Invoice (发票) 5.Insurance Policy (保险单) 6.Weight Certificate (重量证明) 7.Marine Protect (海难证明书) 8. Packing List (装箱单) 9. Shortlanded Certificate (短卸证明书) 10.Damage Report (破损证明) 11.Weight Note (磅码单) 12.Tally-List (理货单)
11.1 Starting Up
11.1.1 Work with your partner to discuss as many causes as you can for customer complaints and claims and put them in the following web.
4
11.2 Listening Task