• Section 1: Introduction • Section 2 : Writing Principles of Complaints and Claims Letter • Section 3: Specimen Letters
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Section 1：Introduction
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Section 3: Specimen Letters
• to make immediate arrangement to send us the replacements, which are on the enclosed list. We will be happy if you can check the list with our order and your copy of the invoice. • Meanwhile, we are holding the mentioned case at your disposal. Please fax us to let us know what to do with it. • Yours faithfully, • (signature)
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Section 2： Writing Principles of Complaints and Claims Letter
• Useful words and phrases on complaints and claims(申诉及理赔的常用短语)
• • • • • • • to compensate partly 部分赔偿 to raise an objection 提出抗议 to resort to arbitration 诉诸仲裁 to resort to litigation 打官司 to settle the case amicably 友好解决 to stretch a point 通融让步 to tackle the problem properly 适宜地处理问题
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Section 2： Writing Principles of Complaints and Claims Letter
• Useful sentence patterns on complaints and claims(申诉及理赔的常用句式)
• After reinspection we found that the quality of the goods was not in conformity with the contract stipulations. • 复验后发现，质量与合同规定不符。 • The buyers have filed a claim on the shipment for RMB ¥1,200. • 买方对货物提出索赔人民币1200元。
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Section 3: Specimen Letters
• Upon examination, we found the goods are correct and in good conditions except for case No. 45.
•
When case No. 45 was opened, it was found that its contents were not what we had ordered. We can only assume that a mistake has been made in making up the order, and the contents were for another order. • As we are in urgent need of these items to complete our range of goods, we have to ask you
• 申诉及索赔信函所涉及的主要内容及 写作要点
• 申诉及索赔信函的常用表达
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Section 2： Writing Principles of Complaints and Claims Letter
• 撰写国际贸易申诉及索赔相关的信函，应 注意：
– 列举事实，叙述客观，要有理有据，必要时 ，可对货物损毁所造成的后果及其影响加以 分析，提出希望早日解决问题的要求。
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Section 2 :Writing Principles of Complaints and Claims Letter
• We request to extend the time limit for claim on the above shipment to the middle of March. • 我们要求对上述货物的索赔时间期限延长到 三月中旬。 • We have received many complaints from the customers concerning the tooth brushes under our Order No.1176. • 我们收到了许多客户对你们供应1176号订单 牙刷的投诉。
• Dear Sirs, • Our Order No. 764 • We are referring to our Order No.764 for Hand Tools. When we gave you our order on June 1st we stated explicitly that we wanted delivery not later than 15 July and have confirmed our order accordingly.
• 通常收到索赔要求后，被索赔方一般按 下列程序来处理： • ①研究索赔函或索赔通知； • ②审核索赔内容； • ③分析，弄清索赔的原因； • ④调查引起索赔的有关情况； • ⑤研究索赔转嫁的可能性； • ⑥与对方磋商谋求合理解决的办法。
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Section 2： Writing Principles of Complaints and Claims Letter
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Section 1：Introduction
• 就被索赔的对象而言，有如下几方面当 事人： ①卖方。有关商品质量或数量问题，应 该由卖方承担责。 ②承运人。买方所持的提单虽为清洁提 单，但货物却有残损短缺，经证明确系 承运人的过失所致，或者买方发现提单 日期与实际装船日期不符，这种情况则 应由承运人承担责。
• Shall we return the damaged goods to you or hold them at your disposal? • 我们是将受损的货物退给你方，还是保留 货物听候处理？
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Section 3: Specimen Letters
• Letter 2: An importer complains for late Delivery

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Section 1：Introduction
③保险人。在承保范围内，由于自然灾害 或意外事故致使货物受损，则应由保险人 承担责任，这是向保险人的保险索赔。 ④其他。凡与买卖有关的关系人如银行、 政府机构、公证人或代理人等，均有可能 成为索赔对象。
Unit Eleven
Section 1：Introduction
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Section 2： Writing Principles of Complaints and Claims Letter
• 回复该类信件时，即使抱怨和投诉的理由 不充分，也要礼貌作答。在回信中应该： (1) 对索赔方表示歉意， (2) 表达解决问题的诚意, (3) 即使不同意对方的索赔要求，也应 对对方的惠顾表示谢意，以及今后继续合 作的热诚。
• 引起申诉及索赔的原因； • 申诉及索赔的对象； • • 申诉及索赔的处理程序；
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Section 1：Introduction
• 在国际贸易中，导致申诉和索赔的原因很 多，归结起来主要有三个方面： (1) 质量问题（Quality）：货物的品质与 合同规定不符，或品质低劣。 (2) 数量问题（Quantity）： 货物的数量短 缺或货物受到损毁。 (3) 其他（Other cases），如不按期交货、 规格与合同规定不符、或以次充好、由于 包装不良至使货物受损。
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Section 3: Specimen Letters
• Letter 1：A buyer Complains for wrong goods delivered
• Dear Sirs, • Re: Our Order No. F145 for Candles • We have taken delivery of the goods which arrived on S.S. “Peace” on October 20th. We are much obliged to you for the prompt execution of the order. •
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replacement n.替代物；调换的物品 ，补充的货物
• Examples：
• The damaged goods need replacement. • 这些损坏的货物需要调换。
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at one’s disposal 由某人处理
• Examples:
Unit Eleven complain v.i. 诉苦，申诉，抱怨 complain to sb. of sth. complaint n. 申诉；抱怨 常用表达为：make (或lodge, lay) a complaint against ...