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1、Unit 12,Claim And Settlement,Reasons of Complaints,The wrong goods have been sent;The goods have been delivered damaged or late;The quality is not satisfactory;The prices charged are not as agreed;The buyers try to escape from their contracts,Outlines of making a complaint,Begin by regretting the ne
2、ed to complain.Mention the date of the order,the date of delivery ad the goods complained about.State your reasons for being dissatisfied and ask for an explanation.Refer to the inconvenience caused.Suggest how the matter should be put right.,Rules to deal with a complaint,The first thing that has t
3、o be decided is whether the complaint is justified.If so,then you have to admit it readily,express your regret and promise to put the matter right.If the complaint is not justified,point out politely and in an agreeable manner.It would be a wrong policy to refuse the claim offhand.If you cannot deal
4、 with a complaint promptly,acknowledge it at once.Explain that you are looking into it and that you will send a full reply later.All complaints should be treated as serious matters and thoroughly investigated.,Letter 1 Claim for Inferior Quality,1.claim n.索款（作为赔偿、保险金等）；索要的金额claim for+原因claim for+金额c
5、laim on+标的（货物）claim against+对象v.凭保单要求赔偿，索赔 US$10,000 on the goods from the underwriters for improper packing,Letter 1 Claim for Inferior Quality,2.inspection certificate 检验证书3.inferior to/superior to4.have no choice but to do sth.,Letter 1 Claim for Inferior Quality,5.amount to 总计，总达The cost amounte
6、d to$250.Our information doesnt amount to much.6.settle settlement 解决，处理to settle a dispute/an argument/an issue清偿，结算to settle a claimPlease settle your bill before leaving the hotel.,Letter 2 Settlements of the Above Claim,1.with enclosure=enclosing2.cannot/could not but不得不，只好I could not but admit
7、that he was right and I was wrong.,Letter 2 Settlements of the Above Claim,3.tender v.sth.(to sb.)fml.正式提供或提出某事物May I tender my services?(for sth.)投标Firms were invited to tender for the construction of the new motorway.,Letter 3 Claim for Improper Packing and Shortweight,1.discharge v./n.卸货Port of D
8、ischarge2.file a claim against sb.向某人提出索赔We now file a claim against you for late delivery.3.herewith 商业信函常用词，“同此函，随函”4.survey report 检验报告,Letter 4 Settlements of the Claim for Improper Packing and Shortweight,1.get into 调查2.some 大约，大概（与数词连用）He spent some 12 years of his life in Africa.3.be attribut
9、able to 归因于The accident is attributable to the effects of the wet weather during the long sea voyage.4.long-standing business relations,Letter 5 Claims against an Insurance Company,1.holder持有人2.Stg.Sterling3.encounter 遭遇4.heavy weather 坏天气,Letter 6 Settlement from an Insurance Company,1.survey certi
10、ficate 检验证明2.look into 调查3.credit to ones account 计入某人账户贷方，存入某人账户4.cover 弥补，支付,Sentence Patterns,On Claims and Settlements,I.Make complaints,1.to make(lodge,lay,file,raise)a complaint on/against/with sb.about sth.因某事向某人抱怨The importer has filed a complaint with our Corporation about poor packing of t
11、he goods.,2.to complain to sb.of(about)sth.向某人抱怨We have to complain to you about the delay in shipment which has caused us much trouble.,I.Make complaints,3.to be not up to达不到Your goods are not up to the standards commonly accepted.4.to correspond with(to be in conformity with)与一致On examination we f
12、ind that the consignment does not correspond with the original example.,I.Make complaints,5.to be short by短少On opening the container we found that the goods were short by 20 cases.6.to be(found)short weight by短重Your shipment of our Order No.630 has been found short weight by 220 kilos.,I.Make compla
13、ints,7.to findmissing发现丢失Much to our regret,after inspection of the consignment we found Art.No.A63 missing.8.to be damaged被损坏On opening the cases we found that 25 sets of video recorders had been damaged by sea-water,and seem to be a complete write-off（报废）.,I.Make complaints,II.Lodging claims,1.to
14、lodge(file,make,raise,submit,register,put forward,place)a claim on(against/with)sb.向某人提出索赔Lodge的语气比其他几个词要重一些。当向关系较好的客户提赔时，最好不要用lodge。We have to lodge a claim against you on this shipment for$2,100 on account of short weight.,2.to claimfor 为提出索赔We reserve the right to claim compensation from you for
15、any damage.3.to ask sb.to ship/dispatch replacement(or:to ask for replacement)要求某人发运或更换货物As you see in our survey report stating 50 TV sets severely damaged,we ask you to ship the replacement for the broken goods as soon as possible.,II.Lodging claims,4.to ask for/demand compensation要求赔偿We have to d
16、emand a compensation from you for the loss we suffered.,II.Lodging claims,III.Acceptance of claims,1.to accept(entertain)a claim接受索赔We are sorry to learn of your complaints about the quality of the goods and are prepared to accept your claim.2.in settlement of解决We have arranged for the replacement g
17、oods to be dispatched to you at once in settlement of your claim.,3.to be liable for 对负责 hold sb.(oneself)responsible for 认为应由某人承担的责任According to the contract stipulations,we are not liable for the damage.But in view of our long business relation with you,we agree to the extra 2%discount on this occ
18、asion.,III.Acceptance of claims,IV.Rejection of claims,1.to be without foundation没有根据We regret we cannot entertain your claim,which is without any foundation.2.to refer sth.to sb.提交某人处理某事As the goods have been insured,you may refer the matter to the insurance company or their agents at your end.,3.to settle by arbitration 通过仲裁来解决This is the maximum concession we can afford.Should you not agree to accept our proposal,we would like to settle by arbitration.,IV.Rejection of claims,
