SettlingClaimsUnit9Objectives1Tohelpyoulearnaboutthegeneralprinciplesforsettlingclaims.2Tohelpyoulearntowriterepliestocustomers’complaintsandclaims.Activity1Do’sanddon’tsforsettlingclaims1.Problemsfrequentlyoccurininternationaltrading.Readtheproblemsanddecidewhichparticipant(s)mighttakeownershipofwhichproblems.containerimmerseintransit1delayed/latedelivery2inconvenientafter-saleservice3deliveryofthewronggoods(color/design/OSDlanguage)4paymentdelay5defectivegoods/lowquality/non-conformityofquality6damagedgoodsduetoroughhandlingintransit7lossofgoodswithininsurancecoverage8shortweightordamagedgoodsundercleanB/L9shortshipment/weight10improperpackaging11shippingcompanyinsurancecompanyexporterimportershippingcompanyinsurancecompanyexporterimportercontainerimmerseintransit1delayed/latedelivery2inconvenientafter-saleservice3deliveryofthewronggoods(color/design/OSDlanguage)4paymentdelay5defectivegoods/lowquality/non-conformityofquality6damagedgoodsduetoroughhandlingintransit7lossofgoodswithininsurancecoverage8shortweightordamagedgoodsundercleanB/L9shortshipment/weight10improperpackaging1112791018523461011NoteOSDlanguage:onscreendisplaylanguage屏顯語言2.Readthefollowingstatementsaboutclaimsettlementandticktheonesthatyouthinkareappropriatewaysofhandlingclaims.Sharewithyourpartneryourchoicesandreachanagreementonprinciplesofsettlingclaims.1Uponreceivingthecustomers’claims,thesellershouldreplypositively,atthefirstnotice,byexpressingtheintentiontoinvestigatethecase,findoutthecauseoftheproblemandoffersolutions.2Uponreceivingthecustomers’claims,thesellershouldimmediatelyclarifywhoisresponsiblefortheproblem.3Whenthecustomeriscomplainingaboutthelatedelivery,thesalespersonshouldletthecustomerventhisdissatisfaction,showempathy,investigatethecauseoftheproblemandthengiveexplanationoroffersolutions.4Bothparties,thesellerandthebuyer,shouldcooperatetoinvestigatetheproblem,providetheessentialdocumentsofevidenceandnegotiatehowtosettletheclaims.5Ifthebuyer’scomplaintprovesreasonable,thesellershouldgiverefundimmediately.6Ifthebuyer’scomplaintprovesreasonable,thesellermaytryothercompensationalternativessuchas:offeringdiscountsforfutureorders,applyingforcompensationinstallmentordeferredcompensation.7Ifthecompensationprovesunreasonable,thesellershouldrejectitdirectly.8Evenifthecompensationprovesunreasonable,thesellershouldrejectitbyexplainingthereasonsandprovidingevidence.9Theprimaryconcernforboththesellerandthebuyeristonegotiatesolutionstotheproblem.10Forcomplaintsofdefectivegoodsofsmallervalue,theexportershouldarrangereplacementforthecustomerassoonaspossible.Forrepeatedcomplaintsofdefectivegoodsfromthesamecustomerorcomplaintsoflargevalue,theexportershouldbecautiousandinvestigatethecase.113.Readthethreegroupsofemails.Findoutwhatthecustomerscomplainaboutandhowtheexportersreply.Fillintheformbelow.CustomerA’scomplaintCustomerB’scomplaintCustomerC’scomplaintExporterA’sresponseExporterB’sresponseExporterC’sresponseToSubjectHiLeah,IwillbesendingthefundsoverforPIE33-170831-1andE33-170831-2oncethey’rereadytoship,whichshouldbeSept.8th.Also,wehaveacustomerwhoorderedthePAR3860Wbulbsbuttheyhavehadafewgobad.Howcanwehavethesereplaced?Theyhaveseven(7)S-PAR38-060-5000k-25-degreepiecesdefectives.Thanks,AlbertMellomNewordersleah@126.comCustomerA’scomplaintGroup1ToSubjectHiAlbert,PIE33-170831-1andE33-170831-2willbereadyforshipmentbytheendofthisweek.Iwillkeepyouposted.Wearesosorrytoknowyourcustomergot7pcsfailedPAR38bulbs.Couldyoupleasesendmesomeclearphotos?IwillaskQCtoarrangereplacementsoncewegetthephotos.Pleasefeelfreetocontactmeifyouhaveanyquestions,thankyou.Regards,LeahPIE33-170831-1andPIE33-170831-2albertm@ExporterA’sreplyGroup1ToSubjectDearJohn,Wewouldliketoinformyouthat1,000TeaSetsundertheaboveS/CbyS.S.GreatWallarrivedatPortAmsterdamonJuly21st.Muchtoourregret,about10%ofthepackageswereseriouslydamagedwithcontentsshatteredtopiecesandtheouterbandsbroken.Weimmediatelyinvitedqualifiedinvestigatorstothespottolookintothecase,andtheirfindingsshowthatthiswasduetopoorpackaging.S/CNo.666BJohnj@CustomerB’scomplaintGroup2ToSubjectAccordingtotheaboveSalesConfirmation,theteasetsshouldhavebeenpackedinstrongseaworthywoodencasessuitableforthelongdistanceoceanvoyages.Wethinkthatyouareresponsibleforthedamageandclaimcompensationfortheloss.Weareawaitingyourpromptreply.P.S.Attachedpleasefindtheinvestigationreport.Regards,TomS/CNo.666BJohnj@CustomerB’scomplaintGroup2ToSubjectDearTom,Wefeeldeeplysorrythat10%ofthepackagesaredamagedasmentionedinyouremailofAug.1st.ThedamagedpackageshavepasseddroptestsbySGS.Thegoodswereinperfectconditionwhentheywereshipped,andindividualpackageswereclearlymarkedwithHandlewithCareandFragile.ThecleanB/Landtheloadingphotosandvideoscansupportthesefacts.S/CNo.666Btomh@ExporterB’sreplyGroup2ToSubjectAftergoingintothemattercarefully,weestimatethatthedamagemightbeduetoroughhandlingintransitorduringloadingandunloading.WeconsideritamatterforyoutomakeclaimsontheshippingcompanyortheinsurerwhohascoveredyouagainsttheRiskofBreakage.Toassistyourclaims,wearewillingtoofferyouthenecessarydocumentsasrequested.Regards,JohnS/CNo.666Btomh@ExporterB’sreplyGroup2ToSubjectDearLeah,ThebulbsweorderedhavearrivedandIhavefoundtwobulbsbad.Attachedpleasefindthevideosofthebadbulbs.MarkBadbulbsleah@126.comCustomerC’scomplaintGroup3ToSubjectHiMr.Mark,Iamreallysorrybutthatwasnotourmodel,pleasekindlycheckthepicturebelow.Weonlyproducetherightmostone.Reallysorry...

Sincerely,LeahBadbulbsforPI1233mark@ExporterC’sreplyGroup33.Readthethreegroupsofemailsbelow.Findoutwhatthecustomerscomplainaboutandhowtheexportersreply.Fillintheformbelow.CustomerA’scomplaintCustomerB’scomplaintCustomerC’scomplaint7defectiveproductsExporterA’sresponseExporterB’sresponseExporterC’sresponse10%ofthepackagesweredamagedduetopoorpackagingTwobadbulbsAskforphotosofthedefectiveproducts;Sendreplacements.Giveevidence:SGSdroptest,properhandlingmarks,cleanB/L,loadingphotosandvideos;Notourproducts;Giveevidence:productsphotos.Asktheimportertomakeclaimsontheshippingcompanyortheinsurer.Activity2Writingrepliestocustomer’sclaims1.Readthefollowingemailsbetweenacustomer(Rebecca)andasalesperson(Mike)andfindouthowtheproblemissolved.Thenreadthelistofreplystrategiesandchoosetheonesusedbythesalesperson.ToSubjectHi,Mike,JusttodayIgotthegoodsanddiscoveredthatthelanguageontheboxiswrong.ItshouldbeonesideinEnglishandonesideinJapanese,butbothsidesareinEnglish.Checktheattachedphotos.Plslookintothematterandshipthereplacementasap.Regards,RebeccaWronglanguageforOrderNo.123Mike@Email1ToSubjectHelloRebecca,Thankyouverymuchforyourkindfeedback.Iamsosorryforthesituation.Wouldyoupleaseaskthewarehousestafftocheckwhetherallthe50boxes’languageisallwrong?Iwillcheckwiththefactoryimmediately.Regards,MikeWronglanguageforOrderNo.123Rebecca@Email2ToSubjectHiMike,Yes,thelanguageonthiswholelotiswrong.Regards,RebeccaWronglanguageforOrderNo.123Mike@Email3ToSubjectHelloRebecca,Wearesosorryforwhathashappened.Thefactorymadeitwrongformassproduction.Pleaseacceptoursincereapology.Isitpossiblethatyoumayacceptthislotastheproductqualityisuptothesample?Wewillofferyoua3%discountforthenextorder.Lookingforwardtoyourpromptreply.Regards,MikeWronglanguageforOrderNo.123Rebecca@Email4ToSubjectHiMike,I’mdisappointedtohearthenews.ItisimpossibletoputthegoodsintotheJapanesemarketwithoutinscriptioninJapaneselanguage.Regards,RebeccaWronglanguageforOrderNo.123Mike@Email5ToSubjectHelloRebecca,Thankyousomuchforthepromptreply.Itotallyunderstandthesituation.Ihavecheckedwiththesupplier,andittakes2daystoprintnewboxeswiththerightlanguageinscription.IfweshipitbyDHL,itmayarriveatyourplacebythisFriday.Wewilldefinitelycoverallthecosts.Iamsosorryforthetroublecausedforyou.Awaityourpromptreply.Regards,MikeWronglanguageforOrderNo.123Rebecca@Email6ToSubjectHiMike,OK.Wecanwaitforoneweek.Shiptheboxesasap.Regards,RebeccaWronglanguageforOrderNo.123Mike@Email7ToSubjectHelloRebecca,Theboxesaresentout.ItshouldarriveatyourplacebythisFriday.DHLtracking#1889525874.Againpleaseacceptmysincereapologyfortheinconveniencecausedbytheproblem.Icanassureyouthatyourfutureorderswillbetakenwiththegreatestcare.Thankyousomuchforyourunderstandingandgreatsupport.Haveagoodday.Regards,MikeWronglanguageforOrderNo.123Rebecca@Email8Acknowledgingthereceiptofthecomplaint.Expressingregretsfortheproblem.Showingempathy.Askingtheimportertoprovidemoreinformationfortheclaim.Contactingthecarrierforthewholematter.Checkingwiththefactory/supplier.Explainingoursituation.Offeringnecessarydocuments/evidence.Negotiatingasolutionacceptabletobothparties.Agreeingtosatisfytheclaim.Decliningtheclaim.Advisingtheimportertomakeclaimsontheshippingcompany.Advisingtheimportertomakeclaimsontheinsurer.Promisingclosecooperationallthetime.Promisinggreatcareforfutureorders.Herearethereplystrategiesoftenusedinreplyemailstodealwithcomplaints.WhichonesdidMike,thesalesperson,use?Thankyouforyourkindfeedback.We

are

so

sorry

that

the

color

ofthe

box

is

not

up

to

the

sample.

I

hope

you

can

acceptitforthislotto

catch

the

vessel

because

all

the

boxes

are

ready

in

the

factory

and

waiting

for

packaging.

Or

can

we

print

stickers

in

Spanish

language

and

put

it

onthebox?Butitwillcost2

daysto

make

the

stickers.Wereallyneedyourgreathelp.Wewillofferyoua3%discountforthenextorder.Forthecaseyoumentioned,couldyoupleaseletmeknowmoreinformation?Pleaseaskyourwarehousestafftomarkdownthedetails.Istherestyrofoamtostufftheemptyroominthecarton?Pleaseshowmesomephotos.Iwillcheckwiththefactory.Hopewecanfindoutwhattherealsituationis.2.Thefollowingsentencesaretypicallanguageusedbyexporterswhendealingwithcomplaintsorproblems.Groupthemaccordingtotheirfunctions.21345Wetakeallourcustomers’commentsseriously,sowewouldliketocoverthecostofreplacingthedefectivegoods.WeregretforthelossyouhavesufferedandagreetocompensateyoubyUSD500.Weregrettosaythatwecannotacceptyourclaim.Thetimelimitfortheclaimexpiredonemonthago.Moreover,thegoodsdeliveredwerequiteuptothesample.Weareinvestigatingtheproblem,whichwilltakeaboutoneweek.Weshallkeepyouposted.Tocompensateforyourloss,weagreetoallowyouadeductionof10%offthetotalinvoicevalue.BecauseitisLCLshipment,theitemsmaybegoneinthecustomswarehouse.Tocompensateforyourloss,weagreetoallowyouadeductionof10%offthetotalinvoicevalue.Wearepreparedtomakecompensationbutnottheamountyouclaimedbecausewecan’tseewhythelossshouldbe50%morethanthevalueofthegoods.678910111213Wecannotacknowledgeyourclaimforthelossduetodefectivepackaging.Asitisamatterconcerningtheinsurance,wesuggestthatyourefertheclaimtotheinsurancecompany.Toassistyourclaims,wearewillingtoofferyouthenecessarydocumentsasrequested.Weareveryconcernedaboutthepunctualdeliveryandwearecontactingourcarrierforthewholematter.Weregretforthelossyouhavesuffered.Wewillinvestigatethewholematterandgiveyouresponsesasap.(20)Wefeelsosorryforthesituation.Weregretforthelossyouhavesuffered.14151617181920Sentencenumber(a)Acknowledgingreceiptoftheclaim(b)ShowingempathyFunctions(c)Explainingthesituation/actionswetake(d)Askingtheimportertooffermoreinformation(e)Proposingasolution(f)Decliningtheclaim(g)Promisingcooperation23671045911171918201813141516123.Taketheroleofanexporter.YouhavegotacomplaintfromyourcustomerLarry.Readhiscomplaintbelowandwriteareply.(1)Readtheemailandfindoutthecustomer’scomplaintandclaim.ToSubjectDearNancy,Asperourphoneconversation,thepalletswerenotwellstrappedtogetherwithinthecontainersandbecauseofalltheemptyspaceonthelateralsides,allthepalletsmovedwithinthecontainers.Manyglasseswerebrokenandsomewerescratched(seepicturebelow).Besides,ittookusmanyhourstounloadthecontainers(surchargedforthefirst2containers),andopenmanypalletstorepackthemforloadinginthetruck.Moreover,weneedtostrengthenallthepalletsfortheshipmenttoourfactory.Nancy@Nancy@EmailBasically,itwillcostmorethanexpectedforthefollowingreasons:-longerunloadingtimeofthecontainersthanexpected-wastingtime(anddangerous)forthestafftounloadandrepackallthepalletsandloadthemagaininthetruck-moretrucksthanexpectedbecausewedidn’thavetimetoconsolidatethepalletsandwecouldn’tstackthepalletsinthefirst2trucks.Wefoundasolutiontostackthemforthenextcontainersbutittakesalotoftimeanditcostsusmaterialstoconsolidatethem.-materialsandovertimeforthestafftoconsolidateallthepallets.-moreissues:wesawbrokenglassesbutwecan’tknowhowmany,andwesawmanyglasseswithscratches.Theproblemiswedon’tknowthevolumeofthedamagedglassesanditwilltakeustimetoknowit.Basedonthesefacts,rightnowwewanttopayUSD50,000outofthetotalBasically,itwillcostmorethanexpectedforthefollowingreasons:-longerunloadingtimeofthecontainersthanexpected-wastingtime(anddangerous)forthestafftounloadandrepackallthepalletsandloadthemagaininthetruck-moretrucksthanexpectedbecausewedidn’thavetimetoconsolidatethepalletsandwecouldn’tstackthepalletsinthefirst2trucks.Wefoundasolutiontostackthemforthenextcontainersbutittakesalotoftimeanditcostsusmaterialstoconsolidatethem.-materialsandovertimeforthestafftoconsolidateallthepallets.-moreissues:wesawbrokenglassesbutwecan’tknowhowmany,andwesawmanyglasseswithscratches.Theproblemiswedon’tknowthevolumeofthedamagedglassesanditwilltakeustimetoknowit.EmailbalancepaymentofUSD73,926.04.Wewillwaittoseehowmanypieceshavebeenbrokenorscratchedbeforemakingpaymentofthebalance(USD23,926.04).Wewillproceedwiththepaymentofthebalancewheneverythingischecked.Awaityourreply.Kindregards,LarryMellomBasedonthesefacts,rightnowwewanttopayUSD50,000outofthetotalbalancepaymentofUSD73,926.04.Wewillwaittoseehowmanypieceshavebeenbrokenorscratchedbeforemakingpaymentofthebalance(USD23,926.04).Wewillproceedwiththepaymentofthebalancewheneverythingischecked.Awaityourreply.Kindregards,LarryMellomEmailCustomer‘scomplaintCustomer’sclaimThecustomerwon’tpaythebalance(USD23,926.04)untiltheyareclearofthetotalloss.(1)Readtheemailandfindoutthecustomer’scomplaintandclaim.ThepalletswerenotwellstrappedtogetherwithinthecontainersAllthepalletsmovedwithinthecontainersManyglasseswerebrokenandsomewerescratchedIttookmanyhoursandmoreworkloadtounloadandloadthegoods.Exchangeyourdraftwithyourpartner.Reviseyourpartner’sdraftandgivefeedback.Reviseyourowndraftaccordingtoyourpartner’sfeedback.Workinpairs(3)Reviseyourdraft..(2)WriteyourreplyToSubjectDearLarry,Wearesosorryforthesituationandthetrouble.Yes,pleasewireUSD50,000assoonasyoucould.Whenallthebrokenandscratchesquantityiscounted,wewilldiscusshowtosolveit.Weprefertoofferreplenishmentinsteadofdeductmoney.Wearereallysorryforthisandourteamholdameetingtodiscusshowtoavoiditinthefuture.Wewillenlargethepalletsizemeanwhiletoenhancethebottomofthepalletandbuysomeairbagtofillallthespaceinthecontainer,asshowninthepicturebelow.RE:RE:Urgent:Order:1235XLarryMellomSamplereplyToSubjectTheloadingpicturesofthenextlotwillbesenttoyoubeforethecontainerleavingourfactory.Icanassureyouthatsimilarthingswon’thappenagain.Againweapologizeforthetroubleandlosscausedforyou.Warmregards,NancyRE:RE:Urgent:Order:1235XLarryMellomSamplereplyLanguagePractice1.TranslatethefollowingtermsintoEnglish.殘次品質量不合格重量不足交貨短缺解決索賠為了補償你方損失正在調查中經過檢驗集裝箱水浸支付所有的費用12345678910defectivegoodslowqualityshortweightshortshipmentcontainerimmersecoverallthecostsettletheclaimtocompensateforyourlossunderinvestigationafterinspection2.TranslatethefollowingsentencesintoEnglish.請查收附件中的檢驗報告。1Attachedpleasefindtheinvestigationreport.我們估計損失可能是由于運輸途中或裝卸貨物的過程中的粗魯搬運造成的。你方可向船運公司或保險公司索賠。2Weestimatethatdamagemightbeduetoroughhandlingintransitorduringloadingandunloading.Wesuggestthatyourefertheclaimtotheinsurancecompany.我方將會調查整件事情并盡快給您回復。3WewillinvestigatethewholematterandgiveyouresponsesASAP.我方將賠償你方的損失。4Wewillcompensateforyourloss.我方將退款30%。5Wewillgiveyoua30%refund.2.TranslatethefollowingsentencesintoEnglish.Emailsandexperiencefromprofessionalsininternationaltrade1.Readthethreerespondingemailstocustomers’claimsbelow.Fillouttheformwiththeproblemsandthecompensationplanssuggestedbythesellers.ToSubjectDearMary,Isincerelyapologizeforthewrongprintingofyourlogoonthevases.Thereisnoexcuseforthismistake.Ihavejustheldameetingwithourproductionandsalesteamstoavoidsuchproblemsforfutureorders.Tocompensateforyourloss,wecouldpayforUSD9,000altogether,whichwillbesplitinto3orders.ThatistosaythatwerefundUSD3,000thistime,andthebalancetobedeductedUSD3,000eachtimeforthecoming2orders.Icanguaranteethatsimilarproblemswillnothappenagain.Thankyouforyoursupport.Lookingforwardtoyourreply.Regards,BenCompensationforPO#123Mary@Email1ToSubjectDearTom,Iamsosorryforthelatedelivery.Itisourmistaketodelayyourorders10dayslaterthanthepreviousschedule,duetothepeakseasonandlaborshortage.Wedoapologize.Wetotallyunderstandthatyouareinurgentneedofthecargoforpromotionthismonth.Ihavetalkedwithmybossandheagreedtodeliver40%ofthegoodsbyair,whichwillarriveatyourplace1weekearlierthanthescheduledtime.Theremaining60%lotwillbedeliveredinseatransportation,whichwillbe10dayslaterthantheoriginalschedule.WouldyoupleaseconfirmitasapbecauseIhavetocallourforwarderforfurth