1、Unit 13Complaints and ClaimsObjectives Upon completion of this unit, the students will: be able to express yourself accurately when lodging and settling a complaint or claim. grasp the terminology concerning cargo insurance claim. understand some related knowledge such as the procedure of lodging a

2、claim. Complaint: A statement that a situation is unsatisfactory or unacceptable or that someone has done something wrong. Claim: an application for compensation under the terms of an insurance policy.What is Complaint?What is Claim?In business activities, no matter how perfect an organization may b

3、e,Complaints from the customers are certain to arise. Handle complaints or claims in accordance with the principle of “on the first grounds, to our advantage and with restraint” 抱怨、投訴抱怨、投訴Complaint There are 2 kinds of complaints being frequently made by buyers:1. The genuine complaint, which arises

4、 from one of the following situations:The wrong goods may have been sentThe quality may not be satisfactoryThe goods may have been delivered damaged or lateThe prices changed may be excessive, or not as agreed2. The complaint used as excuses: There is the complaint made by buyers who find fault with

5、 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.Rules for Dealing With A Complaint If so, then you have to admit it readily; express your regret and promise to put matters right.

6、If the complaint is not justified, point this out politely and in an agreeable manner. 1、The first thing that has to be decided is whether the complaint is justified.合理的，有合理的，有正當理由的正當理由的It would be a wrong policy to refuse the complaint offhand.3、All complaints should be treated as serious matters a

7、nd thoroughly investigated.2、If you cannot deal with a complaint promptly, acknowledge it at once. Explain that you are looking into it and that you will send a full reply later.主張、索賠主張、索賠ClaimThe Reasons for Claims Shortage (short weight) Breakage Leakage Damage Improper/faulty packing Inferior qua

8、lity Delay短重短重破碎破碎滲漏滲漏損壞損壞不良包裝不良包裝不良品質不良品質延誤延誤Documents Required When Lodging a Claim 1.Original Insurance Policy or Insurance Certificate 2.Contract of Affreightment 3.Commercial invoice, weight Memo 4.Packing list 5.Survey Report 6.Certificate of Loss or Damage 7. Any correspondence with the carri

9、er or any other party who could be responsible for the loss or damage.The common expressions of claimlodgefileraiseregistera claimagainst/with + sb.for + certain reason on + shipmentfor + amountLetters about Complains & claims Beginning: Announce the claimComplaint/claim LetterComplaint/claim Letter

10、 Ending positively: youllremainacustomerifthecompanycorrectstheproblem. Middle: Expand with detailsUsually a complaint or claim letter should follow the under-mentioned outline:Details should be expressed in the body:1.Provide a narrative of the error.2.Describe your compliance with any requested cl

11、aims procedure.3.Refer to any pertinent documents that you enclose.4.Describe the requested action: A refund? A repair? A new item? A質量問題（質量問題（On Quality）1. The quality of this consignment is far from being satisfactory. 交付的貨物質量遠不能令人滿意。2. When we came to examine the goods dispatched by you on we fou

12、nd that 當我們著手檢查你們月日發出的貨物時，我們發現3. We are sorry to say that the cargo has not turned out to our satisfaction. 很遺憾，貨物不能令人滿意。我們很遺憾地通知您，貴公司上次交運的貨物未達到你們平常的標準。貨物看上去過于粗糙，且外型低劣。4. We are very sorry to inform you that your last shipment is not up to your usual standard. The goods seem to be too roughly made a

13、nd are inclined to be inferior and out of shape. B.損壞（損壞（Defective Goods/Damage）1. We are sorry to report that one of the cases of your consignment was badly damaged when delivered on 非常遺憾不得不告訴您，于月日運到的貨物中有一箱已嚴重損壞。2. We are writing to inform you that case No. dispatched under your advice of was badly

14、 damaged when delivered.慈特函告訴你們，你們于通知發出的第號箱的貨物，運到時已嚴重損壞。3. We can not use such damaged pieces. We hope you will pack the goods of our next order more carefully.我方無法使用已損壞的貨物。希望你方對我們的下次訂貨更為仔細地包裝。延誤已給我方帶來極大不便，望函復我方何時可以發貨。 C延誤（延誤（Delay）1.Thegoodsweorderedfromyouonhavenotyetbeendelivered.2.Thisdelayhasin

15、conveniencedusconsiderably.Weshouldappreciateitifyouwouldinformusbyreturnmailwhenwemayexpectthegoods.我們于月日向您方定購的貨物，迄今尚未交貨。3. We trust you will now consider this matter seriously and make an effort to prevent the reoccurrence of this annoying delay.相信你們會認真考慮這件事情，并努力防止再次發生類似惱人的延誤。4. We shall hold you

16、responsible for any loss which occurs through this delay.由于這一延誤而帶來的任何損失均由你方承擔。 We have received your goods carrying our order No. Upon opening the case we found it contained completely different articles.D貨樣不符貨樣不符（Disaccordance of the Shipment to the Original Sample）關于我們的號訂單，您交運的貨物本公司已收到。在開箱時，我們發現其中

17、的貨物跟本公司訂的完全不同。 Your goods of 300 cameras arrived today. On opening the container we found that the goods were short by E短缺（短缺（Shortage） F其他（其他（Miscellaneous）We are surprised to find in your invoice sent to us that you are charging US$60 per unit instead of US$50.貴公司所運來的300臺照像機于今日收到，在打開貨柜時，我們發現少了臺。我們

18、發現您寄來的發票中，每臺索價為60美金而不是50美金，頗為驚訝。 G結束語（結束語（Closing Sentences） 1. Your prompt attention is appreciated.你方若能迅速處理此事，我們將不勝感激。2. We shall be glad if you will look into the matter at once and let us know the reason for delay.希望你們立即調查此事，并告訴我們延誤的原因。3. Kindly let us know immediately what you can do to help us

19、 in overcoming this difficulty.請立即告訴我們解決此項困難的辦法。7. Therefore, it is required that your firm take this responsibility to solve the said claim problem.4. We should be grateful if you would amend the invoice. 如果您能修改您的發票，我們將甚為感激。5. We look forward to your opinion on these matters.不知貴公司對此事有何意見，盼來函告之。6. W

20、e anticipate that you can resolve this problem so that we can maintain this relationship.我們希望您能解決這一問題，以便我們保持這種良好關系。 因此，我們要求貴公司負責解決這項問題。Reply to complaint/claimReply to complaint/claimThe writer of such a response needs to look knowledgeable, helpful, concerned, and appropriately apologetic. 2. Deal

21、with the complaint, outlining whatever the writer can do to help the reader. 1. Identify the purpose of the letter, reminding the reader of the source of the complaint as well as of any suggestions the reader originally made for dealing with the complaint.3. Assure the reader of the writers goodwill

22、 and attention to the problem.1 We regret to see from your letter that case of our shipment arrived in a badly damaged condition.貴公司來函中提到，有一箱貨物在抵達時嚴重受損，我們深感歉意。2 We regret to learn from your letter of that you have experienced such trouble with the computer system that we have sold to your bank.從您的信中

23、，我們深感難過，因為我們出售給貴銀行的電腦系統竟帶給你們如此困擾。3We have read carefully your letter of complaint on the discrepancy of goods with the original sample. 我們已仔細讀過您抱怨本公司貨樣不符的信件。4. It is very surprising and regrettable to us that these problems have occurred and caused you so much trouble.因這些問題而造成貴公司莫大的麻煩，我們甚為驚訝，也非常遺憾。6

24、We have received your letter complaining our delay of shipment, and we are sorry that we have not been able to deliver your order on time.收到您方有關延期交貨的報怨信，沒能如期交貨我們實感抱歉。5We have shipped the replacement goods and we trust that this will insure your satisfaction.我們已運出更換品，相信能使您滿意。7Please accept our apolog

25、ies for this mistake, and let us know if we can serve you further.對所發生的錯誤我們表示由衷的歉意，并希望今后仍能為您服務。8In closing we would like to ask you for patience and understanding as we work to solve your problem.最后，希望在我方竭力解決問題期間，懇請貴方忍耐、諒解。9We apologize for any trouble/inconvenience you have been put to by our error

26、, and will do our best to prevent any reoccurrence of this sort of error.對于此次失誤給貴公司帶來的麻煩，我們表示由衰歉意。今后我們一定盡力，使這類錯誤不再發生。Sample Letter1: Dear Sirs,Our order No. JT-8; The glassware you supplied to our order of 3rd July was delivered by the shipping company this morning. The 160 cartons containing the go

27、ods appeared to be in perfect condition. But when I unpacked them with great care, I regret to report that 10 cartons of glassware badly cracked.We trust you can understand that we expect the compensation for our damaged goods.Yours faithfully,Complaint For Damage of Goods敬啟者： 訂單JT8號：我方于7月3日從貴處訂購的玻璃

28、器皿已于今早由貨運公司送到。裝有貨物的160個紙箱完好無損。但當我們小心打開檢查時，發現有10箱玻璃器皿嚴重破損。 相信貴處能理解我方要求對損壞貨物進行賠償。 此致Sample Letter2：Dear Sirs, We are writing to inform you that the toys covered by our order No.519 arrived in such an unsatisfactory condition that we have to lodge a claim against you. It was found upon examination that

29、 10% of them are broken and some are badly scratched, obviously due to the improper packing. Therefore, we cannot offer it for sale at the normal price and suggest that you make us an allowance of 20% on the invoiced cost. This is the amount by which we propose to reduce our selling price. If you ca

30、nnot accept, Im afraid we shall have to return them for replacement .Sincerely yours, Complaint For Poor-Packing敬啟者： 我們寫信通知貴方，519號訂單玩具已收到，但貨物狀況很不令人滿意，故我們不得不提出索賠。經檢查，我們發現有10的貨物破損，而且另有一些也有嚴重磨損現象。很明顯，這是由于包裝不妥造成的。因此，我們無法以原價售出貨物。建議貴方依照發票金額給予20的折扣，這是我們所建議降低的售價額度。如果貴方無法接受，我們將不得不退貨，要求替換。 此致Sample Letter3: D

31、ear Sirs,On March 12, we ordered 1,200 shirts size 42. But unfortunately, we received completely different articles-children clothes today. We can only presume that a mistake was made and the children clothes were for another order.As I have several customers waiting, please arrange for the replacem

32、ents at once.Faithfully yours,Complaint For Inconformity敬啟者： 三月十二日我方訂購了一千二百件四十二號男式襯衣。但不幸的是，今天我們收到了完全不同的貨物兒童服裝。我們想貴方一定搞錯了，兒童服裝是另一份訂單。 由于有幾位客戶在等貨，故請貴方立即安排更換貨物。 此致claim Buyers have lodged a claim on this shipment for RMB 1500 for short weight. We have already raised a claim against the insurance compan

33、y for $310 for damage in transit. 由于分量短少，買主對此批貨物索賠人民幣1500元。因運輸途中受損，我們已經向保險公司提出要求賠償310美元。 After checking the goods against your invoice, we discovered a considerable shortage in number. We claim US$ 2050 for short shipment on the 50 tons peanuts ex s.s. “Daqing”.經過照發票查對之后，發現數量少了很多。由“大慶”輪運來的50噸花生，由于短運

34、，我方提出索賠2050美元。claimsettle a claim Our cheque for US$ 3000 was airmailed to you today in settlement of your claim for short weight of 500 lb. 今天航空郵出3000美元支票一張，以支付你方500英鎊短重索賠。in good condition As the case is in good condition and does not appear to have been tampered with, we surmise that you must hav

35、e short-shipped.由于包裝外型良好，且無動過的跡象，因此，我們認為你們一定是少裝了。responsible hold sb. responsible for sth. 要某人負責某事 to be responsible to sb. for sth. 向某人對某事負責 We are not responsible for the delay. The shipper must be held responsible.延誤的責任不在我方。必須由承運人負責。 We must hold you responsible for all consequences arising there from. (You should be responsible for all the consequences arising there from.)由此發生的一切后果我們必須要你方負責。（你方應對由此發生的一切后果負責。re