1、BUSINESS LETTER WRITINGUnit 10 Complaint,Claim and Settlement The students are expected to help students know about basic knowledge related to complaint,claim and settlement.The students are expected to master key words,phrases and sentence patterns used in the business letters of complaint,claim an
2、d settlement.The students are expected to grasp the skills of writing letters about complaint,claim and settlement.Learning ObjectivesBUSINESS LETTER WRITINGTask A Situational Communication Role-playReading out the following dialogue with your partners,find the commercial terms related to complaint,
3、claim and settlement.Background:Products of the first transaction between Susan and Li Yan have been shipped to Rotterdam.But Susan found there were two cartons of corn baskets short-landed.(A:Susan B:Mr.Li)Unit 10 Complaint,Claim and Settlement译BUSINESS LETTER WRITINGTask A Situational Communicatio
4、n Role-playA:I have something very unpleasant to talk with you,Mr.Li.B:Do you mean we failed to make the delivery according to the time schedule?A:No.The goods have been shipped to Rotterdam,but my colleague told me you had short-shipped two cartons of our order.B:Im so regretful.Would you give me a
5、 little time to check the bill and find out the reason?A:OK.We are waiting for your prompt reply.And we will not unload the goods before your call.Unit 10 Complaint,Claim and Settlement译BUSINESS LETTER WRITINGTask A Situational Communication Role-playUnit 10 Complaint,Claim and SettlementOne hour la
6、ter,Li Yan gave Susan a phone call.B:Susan,I checked the bill of lading.All goods you ordered had been loaded at Shenzhen dock.However,shipping space for the line had been fully booked up before the schedule.And according to our contract,there is a note under the shipping clause“shipment is to be ma
7、de by first available vessel in April with partial shipment and transshipment via Hong Kong allowed”,so two cartons were transshipped via Hong Kong.Owing to careless handling,they missed the shipment.译BUSINESS LETTER WRITINGTask A Situational Communication Role-playUnit 10 Complaint,Claim and Settle
8、mentA:The case is too serious to be overlooked!We are in urgent need of the goods for this selling season.Under such a situation,our project will surely be delayed.B:We convey our sincere apologies to you and will try our best to make up for your loss.Ill cable our home office and ask them to dispat
9、ch the replacements.You can rest assured that your project wont be delayed.A:Good!B:I do hope this unpleasant incident will not affect our business in the future.As for the belated goods,wed like to have them sent to your company.A:We appreciate your positive action towards this affair.译BUSINESS LET
10、TER WRITINGTask A Situational Communication Role-play译文Unit 10 Complaint,Claim and Settlement苏珊和李岩第一笔交易的货物到达了鹿特丹，但是苏珊发现少了两箱玉米筐。（A：苏珊 B：李岩）backBUSINESS LETTER WRITINGTask A Situational Communication Role-play译文Unit 10 Complaint,Claim and Settlement A：李先生，我有个不好的消息要跟您说。B：您是说我们没有按约定的时间交货？A：不是的。货物已经运达鹿特丹
11、，但是我的同事告知我数量比合同上少了两箱。B：真是太抱歉了。给我点时间核查一下运单，找找原因，可以吗？A：好的。我们期待您尽快回复。没有您的电话，我们不会卸货的。backBUSINESS LETTER WRITINGTask A Situational Communication Role-play译文Unit 10 Complaint,Claim and Settlement一个小时后，李岩给苏珊打了电话。一个小时后，李岩给苏珊打了电话。B：苏珊，我查过货运提单了。您订的所有货物都在深圳码头装货了。但是由于这条线交货时间前的舱位全部订满了，而我们的合同上有一条规定“货物由四月份的第一班货轮装
12、运，允许分批装运，允许在香港转运。”因此有两箱货物通过香港转运了。由于疏忽，这两箱货弄丢了。backBUSINESS LETTER WRITINGTask A Situational Communication Role-play译文Unit 10 Complaint,Claim and SettlementA：这件事情很重要，可不能轻视了！销售季节到了，我们急需这批货物。如果这样的话，我们的活动肯定要延迟了。B：我们真的非常抱歉。我们会尽力弥补您的损失的。我发电报给总部，让他们另外发送两箱货物。您放心，不会耽误你们的活动的。A：那就好。B：我真心希望这次不愉快的意外不会影响我们将来的业务合作
13、。至于延迟的货物，我们会送到你们公司。A：你们对这件事情的积极处理，我们很是感激。backBUSINESS LETTER WRITING Role-playUnit 10 Complaint,Claim and SettlementTask B Reading&SpeakingDiscuss the following questions based on the above dialogue.Question 1Question 2What happened to the goods after they a r r i v e d a t t h e destination?H o w d
14、 o y o u u n d e r s t a n d complaints and claims in foreign trade?Unit 10 Complaint,claim,and settlementTask C Knowing about Basic KnowledgeBUSINESS LETTER WRITING Role-playUnit 10 Complaint,Claim and SettlementAfter finding out the commercial terms from the above dialogue,try to give explanations
15、 to your partners about them.Introduction to Complaints and ClaimsClaim refers to that in international trade,one party breaks the contract and causes losses or damages to the other party directly or indirectly,the injured party may ask for compensation for the losses or damages.If the quality of th
16、e goods,quantity and packing are not in conformity with the stipulations in the contract,acclaim is lodged.Claims for late delivery can also be made.If the buyer does not open the relative L/C on time,the seller may lodge acclaim for it.Any claim by the buyers regarding the goods shipped shall be fi
17、led usually within 30 days after the arrival of the goods supported by a survey report issued by a survey or approved by the sellers.If the goods have already been processed,the buyers shall there upon lose the right to claim.Claims could be settled through amicable discussion by both parties.In mos
18、t cases,a compromise will settle the claim.Task C Knowing about Basic KnowledgeBUSINESS LETTER WRITING Role-playUnit 10 Complaint,Claim and Settlement1.The Reasons for Complaint or Claim(1)For Delay in Shipment(由于发货延迟)(2)For Poor-packing(由于包装不妥)(3)For Damage of Goods(由于货物损坏)(4)For Inconformity(由于货物不
19、符)(5)For Unacceptable Substitute(由于无法接受替代物)(6)For Over-shipment(由于到货数量过多)(7)For Inferior Quality(由于质量低劣)(8)For Errors in an Invoice(由于发票错误)(9)For Poor Performance on a Service Contract(由于服务质量差)Task C Knowing about Basic KnowledgeBUSINESS LETTER WRITING Role-playUnit 10 Complaint,Claim and Settlement
20、2.Occasions to Make Claims l It means stating information about various goods.Buyer to SellerSeller to BuyerDelay of delivery or non-delivery of the goods ordered Delay in establishing an L/C or failure to open it Mis-dispatch of the goods Postponing sending a vessel or failure to send it in FOB ter
21、msShort weight or short quantityRejection of goods without sound reasonsInferior quality Improper packingDamage to the goods Losses caused by failure to be notified of covering insurance in CIF/CFR terms BUSINESS LETTER WRITING Have a TryTask A CorrespondenceWork in a group to write business letters
22、 according to the following business backgrounds.Business BackgroundSuppose you are Huang Dong,a sales executive of Fengyang Corporation,Ltd.The goods under your order No.324 was short weighted from 1 to 8 kilograms.Now you are writing to the seller to ask for settlement as follows:putting forward t
23、he problem which caused the complaint;stating the reasons and asking for compensation;Asking for an early settlement.Unit 10 Complaint,Claim and SettlementUnit 10 Complaint,Claim and SettlementBUSINESS LETTER WRITING Have a TryTask A CorrespondenceClaim for Short Weight Specimen Letter 1Unit 10 Comp
24、laint,Claim and SettlementDear Sir/Madam,Re:Our Order No.324 for Apple Juice We have just received the Survey Report from the Shanghai Commodity Inspection Bureau evidencing that all drums of apple juice is short-weighted from 1 to 8 kilograms,totaling 300 kilograms.As the drums were intact,it is ob
25、vious that apple juice was short-weighted before shipment.Under such circumstances,we have to file a claim against you to the amount of RMB 850 plus the inspection fee.BUSINESS LETTER WRITING Have a TryTask A CorrespondenceClaim for Short Weight We are enclosing the Survey Report No.TE(95)115 and lo
26、oking forward to your settlement at an early date.Yours faithfully,Huang Dong Sales Executive Fengyang Corporation,Ltd.Specimen Letter 1Unit 10 Complaint,Claim and SettlementBUSINESS LETTER WRITING Have a TryTask A CorrespondenceBusiness BackgroundSuppose you are Joseph Ng,the exporting manager of W
27、alkan Trading Company,having received the above complaint,and you write a letter to give settlement to the complaint based on the following information:Expressing your regret for what has happened to the goods;Explaining the reasons;Giving the settlement to the claim.Unit 10 Complaint,Claim and Sett
28、lementUnit 10 Complaint,Claim and SettlementBUSINESS LETTER WRITING Have a TryTask A CorrespondenceReply to Letter 1 Dear Mr.Huang,Your claim No.15 We regret that you have had trouble with the Apple Juice you had ordered from us.We appreciate your straightforwardness in pointing out that all drums o
29、f apple juice are short-weighted from 1 to 8 kilograms.Going into the matter we find that a mistake was indeed made by our staff.We have arranged for 300-kilogram apple juice to be dispatched to you at once.Relative documents will be mailed as soon as they are ready.In view of our long-standing busi
30、ness relations,we will make payment by cheque for RMB850,the amount of claim plus inspection fee,into your account upon receipt of your agreement.Specimen Letter 2Unit 10 Complaint,Claim and SettlementBUSINESS LETTER WRITING Have a TryTask A CorrespondenceReply to Letter 1 We were sorry for the trou
31、ble by the error and wish to assure you that care will be taken in the execution of your further orders.Yours faithfully,Joseph Ng Exporting Manager Walkan Trading CompanySpecimen Letter 2Unit 10 Complaint,Claim and SettlementBUSINESS LETTER WRITING Have a TryTask A CorrespondenceBusiness Background
32、Suppose you are Wang Dongming,the sales manager of BEATTY Co.Ltd.You have received a letter claiming for improper packing from your customer,Mr.Johnson,the purchasing manager from Xin Guang Corporation(Specimen Letter 3).Now you want to write a letter to(Specimen Letter 4):Express your regret;Explai
33、n the damage was caused by the careless handling in transit;Suggest the customer enter the claim against the Shipping Company;Express your hope for cooperation.Unit 10 Complaint,Claim and SettlementUnit 10 Complaint,Claim and SettlementBUSINESS LETTER WRITING Have a TryTask A CorrespondenceClaim for
34、 Improper PackingDear Mr.Wang,Our Order No.519 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 10%of them are broken and some are badly scratched,obviously
35、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 cannot accept,Im afraid we shall have to return them for replacement.Yo
36、urs faithfully,Walt Johnson Purchase Manager Xin Guang Corporation Specimen Letter 3Unit 10 Complaint,Claim and SettlementBUSINESS LETTER WRITING Have a TryTask A CorrespondenceReply to Letter 3Dear Mr.Johnson,We are sorry to learn from your letter dated November 12 complaining about the improper pa
37、cking of order No.519.Thank you for bringing this matter to our attention.We shall immediately make a thorough investigation.Could you please send us some photos of the damaged goods?We will arrange for the replacement to be dispatched to you upon receiving the photos.We wish to express our deep reg
38、ret at this incident.We took your case seriously and will take effective measures to prevent a repetition in the future.We hope this matter will not affect our good relations in our future dealings.Specimen Letter 4Unit 10 Complaint,Claim and SettlementBUSINESS LETTER WRITING Have a TryTask A Corres
39、pondenceReply to Letter 3 Yours faithfully,Wang Dongming Sales Manager BEATTY Co.Ltd.Specimen Letter 4Unit 10 Complaint,Claim and SettlementBUSINESS LETTER WRITINGUnit 10 Complaint,Claim and SettlementLanguage Points1.Survey report检验报告检验报告2.Short weight adj.&n.短重。也可以写作短重。也可以写作:short-weight,作名词时还可以写作
40、名词时还可以写 作作:short weight.e.g.(1)The shipment of Tin Foil sheet ex S.S.“Dongfeng”is short-weighted 4.82T.由东风轮运来的锡箔纸短重由东风轮运来的锡箔纸短重4.82吨。吨。(2)We lodge a claim against you for a short weight of 5.72T.我方为短我方为短重重5.72吨向贵方提出索赔。吨向贵方提出索赔。3.Under such circumstances在这种情况下在这种情况下BUSINESS LETTER WRITINGUnit 10 Comp
41、laint,Claim and SettlementLanguage Points4.File a claim against提出索赔提出索赔(claim 的用法的用法)ContentPrepositionsExamples 表示索赔的原因 forClaim for shortage 表示索赔的金额forClaim for US$80,000表示对某批货物索赔onClaim on the bed-sheet 表示向某人索赔against(间用 with 或 on或upon)Claim against the underwriters BUSINESS LETTER WRITINGUnit 10
42、 Complaint,Claim and SettlementLanguage Points5.straightforwardness坦白坦白,率直率直6.In view of鉴于鉴于 with the view of.目的在于目的在于;为了为了 7.Improper packing包装不良包装不良 8.Selling price卖价卖价 9.Be inferior to次于次于,低于低于BUSINESS LETTER WRITING Have a TryTask B Letter-writing GuideUnit 10 Complaint,Claim and Settlement1.The
43、 Steps in Writing a letter of Complaint or Claim(1)Beginning by regretting to complain.(2)Giving a detailed presentation of facts to explain what is wrong.(3)Stating your reasons for being dissatisfied and asking for an explanation.(4)Referring to the inconvenience caused.(5)Suggesting how the matte
44、r should be put right.2.The Steps in Writing a Letter of Reply to a Complaint or Claim(1)Expressing your thanks for the letter received.(2)Apologizing for the inconvenience caused.(3)Indicating what steps you are taking to set the matter right.(4)Expressing your expectations for further cooperation.
45、BUSINESS LETTER WRITINGUnit 10 Complaint,Claim and SettlementTask C Reading&CompletingRead the useful expressions and complete the following sentences according to the Chinese.1.Letters about Complaint,Claim and Settlement(1)Putting Forward the Question，相关词组表达如：Types of ClaimsExamplesInferior Qualit
46、y(1)运来的货物质量与第15号订单中规定的不符。The quality of the goods shipped against our order No.15 has been found not inconformity with the agreed specification.Wrong Quantities(2)你们根据我方第43号订单运来的货物短重60千克。Your shipment of our order No.43 was short in weight by 60kilos.Delayed Shipment(3)这种延误会使我们失去生意,因此我们必须在下个月月底前得到这批
47、货物。This delay will surely cause us a loss of business,so we must have these goods by the end of next month.Poor Packing(4)通过港务局相关人员检查,破袋是由于包装不良造成的。After inspected by the person of the Port Office,the broken bags were caused by improper packing.Goods Damaged(5)打开箱子以后,我们发现有25台录像机因海水受到损坏,看来似乎已完全报废。On o
48、pening the cases we found that 25 sets of video-recorders had been damaged by sea-water,and seem to be a complete write-off.BUSINESS LETTER WRITINGUnit 10 Complaint,Claim and Settlement(2)Making Complaint，相关词组表达如：相关词组表达如：To make/lodge/lay/file a complaint with a department about sth.因某事向某部门抱怨 to com
49、plain to sb.of/about sth.向某人抱怨 e.g.(1)顾客就贵方供应的货物向我方提出抱怨。The customers _ our company _ the quality of the goods supplied by you.(2)买方因我方布匹制品的质量向我方提出抱怨。The buyer _ us _ the quality of our consignment of cotton piece goods.BUSINESS LETTER WRITINGUnit 10 Complaint,Claim and Settlement(3)Making Claims，相关
50、词组表达如：相关词组表达如：To claim.for为提出索赔to lodge/make/raise/file/submit/register/put forward/place a claim 提出索赔 e.g.(1)我方向你方索赔以补偿损失。We _on you _the recovery of the loss.(2)我们因为短重向贵方提出索赔。We _you _the short weight.BUSINESS LETTER WRITINGUnit 10 Complaint,Claim and Settlement(4)Acceptance of Claims，相关词组表达如：相关词组
