Programme 1 Complaints and Claims

1. Programme 1 Complaints and Claims

2. Process Objectives: • ● Learn how to make complaints and claims properly; • ● Know the documents needed while lodging claims; • ● Practice listening for specific information; • ● Practice communicating orally with business partners on complaints and claims. • Final Objective: • Deal with the problems pertaining to complaints and claims in an appropriate way.

3. Brief introduction • In international trade, disputes often arise between two parties when one party thinks that the other has failed to fulfill the duties stipulated in the contract during the performance of it. These disputes very likely lead to complaints and claims, which are quite normal in business, no matter what careful and well-planned work we have done. In order to keep good business relationship and make a solid foundation for the future cooperation, the two parties should respond to the complaints and claims appropriately. If a complaint or claim is made by the buyer, it should be looked into and concerning details should be presented before the party charged. Usually, mentioning of the previous satisfying deliveries and services could win more consideration so that it is helpful to solve the present complaint or claim.

4. Usually, People, who make claims and negotiate settlement with the liable party, generally fall into the following categories: freight forwarders; airlines; inland trucking companies; rail companies; shippers; insurance companies etc. And types of claims frequently filed by importers and exporters are: inferior quality; quality discrepancy; poor packing; damage; shortage; delayed shipment; loss of the goods; wrong delivery etc. When filing a claim, the following types of documentation are often needed: original certificate of insurance; copy of ocean bill of lading; original commercial invoice; inland rail waybill or trucker's waybill; local carrier's delivery receipt; copy of carrier's inspection report; statement of claim etc.

5. Business projects • Project 1 Enquiring about cargo claims • Words and phrases • cargo n. （轮船或飞机装载的）货物 • claim n./v. 索赔 • enquire v. 询问；咨询 • liable adj. 负有……责任的；有……义务的；易于……的；会……的 • liability n. 责任；义务 • freight n. 货物的运输；货运；（运输的）货物；运费 • v. 货物运输 • scope n. 范围 • prohibit v. 禁止；阻止 • antique n. 古董 • precious adj. 珍贵的；宝贵的 • jewelry n. (总称)珠宝；首饰 • currency n. （流通）货币

6. fragile adj. 脆弱的；易碎的 • theft n. 偷盗；偷窃行为 • consignee n. 收货人 • submit v. 提交；呈递 • inspect v. 检查；视察 re-inspect v. 重新检查；再次检查 • inspection n. 检查；视察 • certify v. (正式的)证明；证实 • retain v. 保存；保留 • carrier n. 承运人；运输公司 • investigate v. 调查 • process v. 处理 • transmit v. 传输；传送 • patient adj. 耐心的 -ly adv.

7. Notes • to be liable for 对……负有责任 • to have a close look 仔细看看 • general cargo 普通货物 • Bill of Lading 提单 • Prohibited Articles 禁止条款 • works of art 工艺品 • precious stone 宝石

8. to file a claim 提出索赔；与索赔有关的表达还有： • to lodge/raise/make/issue/register/put in/bring up a claim against/with sb. on/for sth. • 向……因……提出/要求索赔； • to meet/honor/admit/entertain/settle a claim 接受索赔；理赔 • to refuse/reject/decline a claim 拒绝索赔 • to withdraw/waive a claim 撤销/取消索赔 • claimant 索赔人 • claim settlement 理赔 • claim statement 索赔清单

9. to have title to 对……拥有所有权 • in written form 以书面形式 • along with 与……一起；连同……一起 • supporting materials 证明材料 • roadway freight bill 公路运单 • original invoice 原始发票 • the date of delivery 交货日期

10. Key to task 1 • 1. any liability 2. freight • 3. $25.00/Ib. 4. $100 000.00 • 5. several exceptions 6. this summary guide • 7. the general cargo 8. the Bill of Lading contract • 9. the scope of 10. Prohibited Articles • 11. The goods 12. works of art • 13. jewelry 14. currency • 15. transport 16. a high value • 17. lost to theft 18. loss or damage

11. 19. the shipping company 20. requests that • 21. refuse to transport 22. file a loss • 23. the consignee 24. has title to • 25. are needed to 26. in written form • 27. the amount of the claim 28. be submitted • 29. supporting materials 30. a copy of • 31. roadway freight 32. an inspection report • 33. any other documents 34. time limit • 35. within three months 36. be retained

12. 37. along with 38. packaging • 39. the carrier 40. does it usually take • 41. the proper documentation 42. settle it • 43. investigating 44. over 90% of claims • 45. be faxed 46. (010) 88374928 • 47. send you a copy by mail 48. is transmitted • 49. sent by mail 50. patiently answering

13. Project 2 Making a Complaint • Words and phrases • complaint n. 投诉；抱怨 • complain v. 投诉；抱怨 • inferior adj. 质量差的；劣等的 • carton n. 纸板盒；纸板箱 • blouse n. （女式）衬衫 • water-stained adj. 有水迹的 • badly adv. 严重地 • severely adv. 严重地 • soil v. 弄脏；弄污 • unload v. 卸货

14. Notes • to make a complaint about… 就……投诉 • to go on very well 进展顺利 • to be rather a problem 相当麻烦的事，也可以说to be quite a problem • inferior packing 劣质包装 • quarter office 总部，相同的表达还有head office和home office • SS Huanghe 黄河号轮，SS 是Steam Ship的缩写 • under Order No. 1118 1118号订单项下 • in proper condition 完好无损 • the carrier’s house 承运人仓库；运输公司仓库 • 表达仓库的词还有warehouse, storage等。 • take delivery 提货

15. Key to task 2 • 1. going on very well 2. I’m afraid • 3. getting to be rather a problem 4. by inferior packing • 5. a telegram 6. quarter office • 7. shipped in March 8. Order No. 1118 • 9. New York 10. in proper condition • 11. what the matter is 12. cartons • 13. the blouses 14. severely soiled • 15. deal with the goods now 16. the carrier's house • 17. a terrible 18. take delivery

16. Key to task 3 • 1. F • 2. T • 3. F • 4. F • 5. F • 6. F • 7. F • 8. T

17. Project 3 Filing a Claim • Words and phrases • serious adj. 接待员 • evidence n. 证据 • facsimile adj. 传真的 • issue v. 签发；颁发；发布；颁布 • testimony n. 证明 • absolutely adv. 绝对地；完全地 • reliable adj. 可靠的 • deny v. 否认；拒绝 • factor n. 因素；原因 • transit n. 运输；运送；运输路线 • compensation n. 赔偿；补偿 • concerned adj. 有关的

18. Notes • a facsimile copy 一份传真件 • survey report 检验报告 • New York Commodity Inspection Bureau 纽约商检局 • to make … clear 把……弄清楚 • in transit 在运输途中 • in transportation 在运输途中 • to ask for a compensation 要求赔偿 • to cover the loss of… 弥补……的损失

19. Key to task 4 • 1. so serious 2. such kind of goods • 3. from our customers before 4. would appear • 5. any evidence 6. a facsimile copy • 7. issued by 8. testimony • 9. deny the survey report 10. other factors in it • 11. make it clear 12. in transit • 13. the unloading 14. our investigation • 15. inferior packing 16. in transportation • 17. ask for a compensation 18. concerned.

20. Key to task 5 • 1. Yes, it is serious. • 2. No, she doesn’t. • 3. She asks him to show some evidence. • 4. Yes, she does. • 5. No, she doesn’t. • 6. She thinks the damage might be caused in transit or during the unloading process, or by any other reasons. • 7. Yes, he has. • 8. Yes, he will.

21. Project 4 Looking into the Causes • Words and phrases • specially adv. 专门地；特别地 • corrugate v. 使起皱；使起波纹 • cardboard n. 硬纸板；薄纸板 • consignment n. 托运的货物 • handle v. 处理；应对 • ruin v. 毁坏；毁掉 • rough adj. 粗暴的；粗鲁的 • interrupt v. 打扰；打断

22. conformity n. 遵从；依从；一致；符合 • contractual adj. 合同的 • stipulation n. 规定 • reinforce v. 加强；加固 • metal n. 金属 • strap n. 带；皮带 • occur v. 发生；被想到 • inform v. 通知；告知 • settle v. 解决

23. Notes • 1. corrugated cardboard boxes 瓦楞纸板箱 • 2. improper handling 不适当地搬运 • rough handling 野蛮搬运 • 3. to assure sb. of sth. • to assure sb. that 使……确信…… • 4. careless packing 粗心包装 • 5. to be in conformity with 符合……；与……一致 • 6. the surveyor's report 检验报告 • 7. to mix up 把……和……混合 • 8. to sort out 解决…… • 9. to turn out to be 结果是……

24. Key to task 6 • 1. sounds strange 2. specially packed • 3. your consignment 4. strong • 5. ocean transportation 6. before shipment • 7. improper handling 8. be ruined • 9. assure you 10. were unloaded • 11. improper packing • 12. as what I have told • 13. shipped here in excellent conditions • 14. nothing wrong with the packing

25. 15. the record 16. careless packing • 17. not in conformity with 18. hard to believe • 19. the surveyor's report 20. occurred to me • 21. what’s gone wrong 22. be mixed up • 23. the Macau buyers 24. sort it out • 25. checked again 26. turns out to be • 27. settle your claim

26. Key to task 7 • 1. F • 2. F • 3. T • 4. F • 5. F • 6. F • 7. F • 8. F

27. Project 5 Settling the Claim • Words and phrases • mix-up n. 混合 • majority n. 大多数；大部分 • protect v. 保护 • sell out 售出 • replace v. 代替；取代 • replacement n. 替代品；代替物 • refund v. 退还；归还；偿还 • complete v. 完成；实现；履行

28. overcome v. 克服 • settlement n. 解决 • reduction n. 减少；降低 • preferential adj. 优惠的；有利的；优先的 • appreciate v. 欣赏；感激；感谢 • proposal n. 建议；提议 • solve v. 解决

29. Notes • to count on 指望…… • the inspection fee 检查费 • It happens that 恰巧……；碰巧…… • out of stock 脱销；缺货 • to meet half way 让步；妥协 • extra preferential terms 额外的优惠条款

30. Key to task 8 • 1. a real mix-up 2. all the troubles • 3. the damaged cartons 4. well protected • 5. be sold out 6. replace • 7. refund us 8. had counted on • 9. complete several orders • 10. your support

31. 11. overcome 12. the inspection fee • 13. it happens 14. out of stock • 15. any other suggestion 16. accept the shipment • 17. in price 18. meet half way • 19. take this shipment • 20. extra preferential terms • 21. quick decision 22. the proposal

32. Key to task 9 • 1. F • 2. F • 3. F • 4. T • 5. F • 6. F • 7. F • 8. T

33. Key to practical training • 1. • 1) from my home office； the goods shipped； • in Los Angeles； in proper condition； • Really； before shipment； • in perfect condition； • by the China Commodity Inspection Bureau； • by poor packing； reinforced with； • concerned right away； • during the course of transit； • rough handling； settled immediately.

34. 2) with the original samples； very rare indeed； • before shipment； won't let anything defective go； • surveyors； the inferior material； • the canned beef； for consumption； • "Stop" notice on them； the case like this； • rule out other possibilities； storage in the warehouse； • the survey report； for a compensation； • sufficient evidence； investigation； • the responsibility actually lies； promise anything.

35. 3) have received； survey report； • the packing department; correct goods ; • the wrong goods; in your market; • want the goods ; compensate us; • consider your claim

36. 4) improper packing; rough handling; • a survey report; • a well-known public surveyor; • file against you a claim; • our friendly business relations; • meet each other half way; • a compensation.

37. 2. • 1) The goods are not up to the standard stipulated in the contract．We're now lodging a claim • with you. • 2) Your complaint is justified, but may I explain the matter from our point of view? • 3) The damage was due to rough handling by the shipping company. You should make a claim on them to recover the loss. • 4) Here's a survey report by a well-known inspection company in London. It shows evidence of a short-weight of 50 kg. • 5) The documents submitted by you to support the claim for compensation are insufficient. Therefore，we cannot take your claim into consideration.

38. 6) Your claim can not be accepted because it was filed 30 days after the arrival of the goods at the destination. • 7) We decided to compensate you for 5％of the total value, but you should bear the inspection fee. • 8) We can assure you that you'll have no such complaints about future deliveries. • 9) We have to file a claim against you for short weight. • 10) Something has obviously gone wrong．Please excuse us for this mistake.