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Chapter Five

Chapter Five. Complaints and Claims. Lesson Twenty-Seven Complaints of Wrong Goods Delivery. Lesson Twenty-Eight (A) Claim for Short Weight (B) Reply-Settlement of the Claim. Lesson Twenty-Nine (A) Claim for Improper Packing

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Chapter Five

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  1. Chapter Five Complaints and Claims

  2. Lesson Twenty-Seven Complaints of Wrong Goods Delivery Lesson Twenty-Eight (A) Claim for Short Weight (B) Reply-Settlement of the Claim Lesson Twenty-Nine (A) Claim for Improper Packing (B) Declining the Claim

  3. Teaching Aims In international business, once a contract is signed between the buyer and the seller , both parties are obliged to execute the contract. Any party’s breach of the contract entitles the other party to make complaints and claims for the losses sustained. Through the study of this chapter , students are in a position to learn to write letters complaining about disagreement with the contract , claiming for the losses sustained and settling or declining claims.

  4. Main& Difficult Points • 1.To learn how to make complaints and claims. • 2.To learn how to settle or decline claims.

  5. Key Words& Expressions claim complain complaint settle settlement short damage in condition replace replacement

  6. Teaching Contents Brief Introduction 在进出口贸易中，由于各种因素的影响，不履行或不完全按照合同规定履行合同的情况经常发生。在这种情况下，往往产生争议，引起索赔和理赔的问题。所谓索赔（claim），是指遭受损害的一方在争议发生后，根据合同或法律的有关规定，向违约方（defaulting party）提出赔偿（indemnity）要求。所谓理赔（settlement），是指违约方对遭受损失的一方所提出的赔偿要求的受理。 索赔和理赔必须经过调查研究，实事求是地处理。在我国进出口业务中，履行出口合同时，多系外商向我方索赔；履行进口合同时，则由我方向外商索赔的情况较多。 索赔必须在合同规定的有效期内提出（一般规定是在货到后三十天内提出），若超过有效期则无权向对方提出索赔。在国际贸易中，通常采用协商方法来解决争议。如双方协商后仍得不到解决，则一般可采取调解（reconciliation）、仲裁（arbitration），个别情况下才通过诉讼（lawsuit）方式来处理。

  7. 书写索赔信通常遵循下列步骤： 1.信的开头应对提出的抱怨或索赔表示遗憾； 2.说明定单日期、交货日期及所索赔的货物； 3.说明不满的原因； 4.提及由此而引起的不便，并要求予以解释； 5.提出如何纠正的建议。 收到索赔信时，要尽快妥善、合理地解决问题，尽量避免诉讼和仲裁。对已发生的损失应表示歉意或遗憾，礼貌地就对方提出的意见和解决方法作出回复，或完全同意，或部分同意，或完全不同意。但是，即便对方的索赔信明显地不合理，也同样须向对方表示遗憾或歉意，耐心地提出另外的解决问题的意见和办法。 在本章节中，我们主要向学生介绍因货物破损、错装、量不足而引起的申诉、索赔和理赔。

  8. Lesson Twenty-Seven Complaints of Wrong Goods Delivery

  9. About the letter This is a letter from buyers to sellers complaining about the goods wrongly delivered. If the goods are found wrongly delivered, buyers should advise sellers in good time and send them the full particulars of the goods they received so that sellers may check them with the order and the copy of invoice and arrange for the dispatch of replacements.

  10. Complaints of Wrong Goods Delivery March 27,2002 Singapore Trading Co., Ltd. Dear Sirs, Our Order No.1027 We are pleased to have received the shipping documents in due course and taken delivery of the goods on arrival of the S/S “Princess” at Shanghai. We appreciate your promptly carrying out this order. Everything appears to be correct and in perfect condition except in Case No. 16.

  11. After unpacking this case we found it contained completely different articles , and we can only presume that a mistake was made and the contents of this case were for another order. As our clients are badly in need of the commodities we ordered , we cannot but ask you to arrange for the dispatch of replacements immediately . We are enclosing a list of the contents of Case No. 16 , and shall be grateful if you will check this with our order and the copy of your invoice. Meanwhile we are holding the above-mentioned case at your disposal. Please take note of the above. Yours faithfully, China National Imp.& Exp. Corp. Chinese version

  12. Notes 1.complaint n. 申诉；抱怨,不满 常用句型为：make (lodge , lay )a complaint against sb. about sth. eg. Our customers are making a complaint against you about your poor packing. 我们的客户抱怨你们的不良包装。 complain vi. 诉苦；申诉；抱怨 常用句型为：complain to sb. of /about sth. eg. They complained to me of your delay in delivery of the goods. 他们向我们申诉你方的迟交货。 也可接that 引起的从句。 eg. We regret to have to complain that you have shipped the wrong goods. 你方发错货物，对此我们不得不提出申诉。 Back

  13. Notes 2. in due course 在适当的时候，如期地 （相当于duly） eg.We hope the shipment will reach us in due course . = We hope the shipment will duly reach us. Back

  14. Notes 3. appear v. 似乎，看来，显得 eg.The goods appear to be of good quality. 此货看上去质量很好。 She appears to get into trouble. 她似乎陷入困境了。 Your quotation does not appear to be reasonable，as the prices we received from other sources are 10% lower. 你方的报价似乎不合理，我们从其他地方接到的价格比你方低10%。 appear在外贸书信中有时用作委婉的表达方法，如： eg.You appear to have misunderstood our intention. （比You have misunderstood our intention. ) 你方似乎误解了我们的意图。 Back

  15. Notes 4. in perfect condition 状况良好 in…condition 处于……状态 in good /perfect condition状况良好 in satisfactory condition 状况令人满意 in bad / poor condition 状况不好 eg.The goods under Contract No. 234 left here in perfect condition. 合同第234号下的货物离开这儿时状况良好。 We have duly received the above consignments, but regret that 10 cartons arrived here in bad condition. 我们已及时收到上述货物，但是很遗憾十箱货到达这儿时状况不好 Back

  16. Notes 5. presume vt . 推测，认为 eg.We presume (that) they have met your requirements. (“that” can be omitted.) 我们推测他们已经满足你们的需求。 I presume we can conclude the business. 我认为我们能做成这笔生意。 We presume that the goods were damaged during transit. 我们推断货物是在运输途中受损。

  17. Notes presumption n . 推测，假定 eg.My presumption is that you are the new comer . 我推测你是新来者。 presume作“推测，认为”解时与assume（v. 设想，假定）意思相近。但presume含有相信的意思，而assume只是假设；此外，以that 从句为宾语时，presume后面的that 往往省略，而assume后面的that 则不能省略 比较： We did not make you any offer because we assumed that you were not interested . 我方没有给你方报盘，因为我方猜想你方不感兴趣。 Since you did not reply to our fax , we presume you are not interested. 由于你们没有答复我方去电，我们认为你们不感兴趣。 Back

  18. Notes 6. badly in need of 急需 与 in great need of 及 in urgent need of 同义 eg. We are badly in need of 100 dozen of Cashmere Sweaters. = We are in great need of 100 dozen of Cashmere Sweaters. = We are in urgent need of 100 dozen of Cashmere Sweaters. 我们急需100打羊绒衫。 Back

  19. Notes 7. cannot but : have to 不得不 eg. We cannot but cancel the contract as you have breached it. 由于你方违反合同，我们不得不取消它。 Back

  20. Notes 8. replacement n. 代替，替换品 eg.We request that the replacements should be delivered immediately. 我们要求立即发运替代品。 We wish you to ship the replacement per S.S “Peace” as soon as possible. 我们希望你们尽快把替换物由和平号运出。 replacement cost 更新成本 replacement investment 更换投资 replacement of goods 更换货物

  21. Notes replace v. 代替，替换 replace B with（or：by）A . 用A 替换B eg.We’ll replace Bed Sheets with/by Pillow Cases. 我们将用枕头套替换床单。 We shall replace the wrong goods by (with)the right ones. 我们将用正确的货物替换错误的货物。 Back

  22. Notes 9. disposal n. 处理，处置 at one’s disposal 由某人使用；由某人支配处理 eg.My car is at your disposal. 我的车随便你使用。 We will put the case No. 1--12 at your disposal. 我们将把1-12号箱子的货交给你方自行处理。 There is little prospect for disposal of the goods. 没有多大希望处理这些货物。

  23. Notes dispose v. 使有意于，使倾向于 eg.Changes in the market conditions here dispose us to cancel the contract. 市场情况的变化使我们倾向于取消合同。 dispose of 卖掉；处理掉 eg.We have to dispose of the damaged goods at a greatly reduced price.. 我们不得不大大削价处理掉这些受损的货物。 be (or: feel) disposed to do sth. 愿意做某事，倾向做某事 eg.We are disposed to buy a small quantity for trial. 我们倾向买少量试用。 Back

  24. Notes 10. take note of 注意 = note eg. Please take note of that the payment should be made by irrevocable L/C. 请注意付款方式应为不可撤销的信用证。 Back

  25. Exercises Ⅰ. Translate the following expressions into Chinese or vise verse: 1.shipping documents 2. in due course 3. badly in need of 4. cannot but 5. take note of 装船单据 在适当的时候，如期地 急需 不得不 注意

  26. Exercises Ⅰ. Translate the following expressions into Chinese or vise verse: 6.提货 7.状况良好 8.不良包装 9.发票副本 10.由某人支配处理 take delivery of in good /perfect condition poor packing copy of invoice. at one’s disposal

  27. Exercises • Ⅱ. Fill in the blanks with the words that fit best: • appear cannot but take delivery of presume • replacement at your disposal do with complain • The case is in good shape and does not _______ to have been tampered with. • 2. That breakage occurred in transit __________ your improper packing. • 3. You are our agents, so we put the business ______________ in your district. • 4. Thank you for your cooperation in this transaction and we trust the ___________ will duly reach you . appear presumes at your disposal replacement

  28. Exercises Ⅱ. Fill in the blanks with the words that fit best: appear cannot but take delivery of presume replacement at your disposal do with complain 5. We shall ________________ the goods as soon as they are released. 6. We regret that we ___________ return these goods to you. 7. We are sure that we can _________ another 200 metric tons. 8. Our clients ____________ about the leakage of the goods. take delivery of cannot but do with complain

  29. Exercises Ⅲ.Translate the following sentences into English: 1. 比较收到的货物与样品，我们惊讶地发现颜色不相同。 2. 货号有错，致使你方收到错货，我们对此表示歉意。 On comparing the goods received with the sample, we are surprised to find that the color is not the same. We regret the mistake in the number which resulted in your receiving the wrong goods.

  30. Exercises Ⅲ.Translate the following sentences into English: 3. 开包后我们遗憾地发现质量不能令人满意。 4. 经检验，我们发现虽然箱子本身并无损坏迹象，但很多货物已严重损坏。 After unpacking the case, we regret to find that the quality is unsatisfactory. On examination , we found that many of the articles were severely damaged, though the cases themselves showed no trace of damage.

  31. Exercises Ⅲ.Translate the following sentences into English: 5. 很遗憾，你们对我们红茶的质量提出申诉。 We very much regret that you have complained about the quality of our Black Tea.

  32. Exercises key Ⅳ.Write an English letter in reply with the following particulars: 很遗憾地通知你们，从“和平”轮卸下的K9207号合同项下来货经检验其中一些箱子严重破损。兹附上厦门商检局签发的有关检验报告。请代我们向有关的保险部门提出索赔。

  33. Back Dear Sirs, We regret to inform you that the consignment ex S/S “Peace” under S/C K9207 was found some cases badly damaged. . We are enclosing the Survey Report issued by Xiamen Commodity Inspection Bureau and hope that you will lodge a claim against the relevant Insurance Company on our behalf. Yours faithfully,

  34. Chinese version of the letter： 申诉错装货物 敬启者： 事由：我方第1027号订单 很高兴在“公主”号到达上海时我们已经及时收到装船单据并已将货提出。 我们很感激你方迅速执行我方订单。除了第16号箱外一切情况看来都良好。 当开箱后我们发现内装货物完全不符，我们只能推测这是错装，箱内之货属另外的订货。 由于我们的买主急需我们所订之货，我们不得不要求你方立即把替换之货发来。随函附上第16号箱所装货物清单。如你方将它与我方的订单和你方发票副本核对我们将不胜感激。 同时，我方将该货存在我处听候你方处理。 请注意上述事项。 谨 启 Back

  35. Lesson Twenty-Eight Claim for Short Weight (B) Reply --Settlement of the Claim

  36. About the letter The first letter is from the buyers to the sellers ,filing a claim against the sellers for a short weight of 7.8 metric tons of White Cement under Order No. 456 shipped per S/S “Queen” , supported by the Survey Report from Beijing Commodity Inspection Bureau for an amount of US$560 . The second letter is in reply to the first one, from the sellers to the buyers, accepting the claim registered by the buyers for a short weight of 7.8 metric tons of White Cement.

  37. (A) Claim for Short Weight April 5,2003 J.H. Green & Co. Postfash 35 Hamburg, Germany Dear Sirs, Re：Our Order No. 456 for 500 M/T White Cement We are in receipt of the Survey Report issued by Beijing Commodity Inspection Bureau certifying that the captioned goods shipped ex S/S “Queen” unloaded here yesterday were short weight 7.8 metric tons. The authorized surveyor’s opinion is that the short weight was attributed to the improper packing , not other causes, for which you should be definitely responsible.

  38. On the strength of the BCI B’s Survey Report , we hereby lodge a claim against you for US$560. We are sending you herewith the Survey Report No. 607 and look forward to your early settlement. Yours faithfully, China Constructional Materials Imp.& Exp. Corp. Beijing Branch Encl. Chinese version

  39. （B） Reply --Settlement of the Claim April 10,2003 China Constructional Materials Imp.& Exp. Corp. Beijing Branch Dear Sirs, Re：Your claim on Order No.456 Referring to your claim on Order No.456 for a short weight of 7.8 metric tons of White Cement, we wish to express our much regret over the unfortunate incident. After a check-up by our staff, it was found that about 51 bags had not been packed in 5-ply strong paper bags as stipulated in the contract. Instead the paper bags used for these 51 bags are of 3-ply only, thus resulting in the breakage in transit. This was due entirely to carelessness on the part of the warehouse manager , for which we tender our apologies.

  40. In view of our long-standing trade relations , we shall make payment by check for US$560 , the amount of claim into your account with the Bank of China, Beijing on receipt of your agreement. We hope that the arrangement we have made will be satisfactory to you and await your further orders. Yours faithfully, J.H. Green & Co. Chinese version

  41. Notes 1.claim n. 索赔，赔偿要求 为某事向某人提出索赔的常用句型是： lodge a claim against sb. for sth. 说“提出”索赔，除lodge外，较常用的动词还有raise，file和put in； 此外，还可用make，issue，lay，register，render，enter， bring up，set up等。 eg.We shall raise a claim against the People’s Insurance Company of China for the goods damaged during transit. 对于货物在运输途中损坏，我们将向中国人民保险公司提出索赔。 We have filed a claim against you for the short delivery of 12 metric tons. 我们已向你方提出短交12公吨的索赔。

  42. Notes 表示索赔的原因，一般接介词for，如claim for damage； 表示索赔的金额，一般接介词for，如claim for US$5000； 表示对某批货物索赔，一般接介词on， 如claim on the goods； 表示向某人索赔，一般接介词against，如claim against the People’s Insurance Company of China

  43. Notes 下面是claim和其他动词搭配的部分常见短语： accept /admit a claim同意索赔 admit a claim同意索赔 entertain a claim受理索赔 dismiss a claim 驳回索赔 reject a claim 拒绝索赔 relinquish a claim 撤回索赔 settle a claim 解决索赔 waive a claim 放弃索赔 withdraw a claim撤回索赔

  44. Notes 常用的词组如下： claim against sb. 向某人索赔 claim arising from a breach of the contract 违约所引起的赔偿要求 claim arising from a defect of the goods 货物瑕疵所引起的索赔 claim arising on a bill of lading 有关提单引起的索赔 claim barred by reason of limitation 受时效限制的索赔 claim based on lack of conformity of the goods 货物不符产生的索赔 claim for compensation of damages 损害赔偿的诉权 claim for contribution in general average 要求分摊共同海损 claim for damage 由于损坏而索赔 claim for financial loss 关于经济损失的诉权

  45. Notes claim for general average 共同海损分担的诉权 claim for inferior quality 由于品质低劣而索赔 claim for payment要求付款的诉权 claim for proceeds 要求赔偿货物 claim for reimbursement 要求偿还，索赔 claim for short delivery 由于短装而索赔 claim letter 索赔信 claim on account of damage 因损坏而索赔 claim on the goods 对该货提出索赔

  46. Notes claim v. 索赔，要求赔偿 通常作及物动词，宾语为索赔的金额或compensation，amount等名词。 为某事向某人索赔若干金额的常用句型是： claim （a compensation of ）… from sb. for sth. eg. We should claim US$2540 from you for the loss caused by improper packing. 我们必须为由于不良包装所造成的损失向你方索赔2540 美元。 以下为部分常用短语，注意介词的一般用法； to claim US$20,000 索赔美元两万元 to claim a compensation of US$20,000要求赔偿美元两万元 to claim US$20,000 for damage 因损坏赔偿美元两万元 to claim US$20,000 on the goods 对该货索赔美元两万元 to claim US$20,000 from the underwriter 向保险公司索赔美元两万元 Back

  47. Notes 2.survey report 检验报告 以下为我国商检部门签发的部分主要鉴定证明： Survey Report on Examination of Damage or Shortage 检验残损证明书 Survey Report on Inspection of Tank Hold 船舱鉴定证明书 Survey Report on Quality 品质鉴定证明书 Survey Report on Weight 重量鉴定证明书 eg.We enclose a survey report issued by CCIB. 我们随函寄去中国商品检验局签发的检验报告一纸。 Back

  48. Notes 3. Commodity Inspection Bureau 商品检验局 eg.We are enclosing a Survey Report issued by Fujian Commodity Inspection Bureau. 随函附上福建商品检验局签发的检验报告。 inspection n. 检验 以下为一些关于inspection的检验证书名称： Inspection Certificate of Quality 品质检验证书 Inspection Certificate of Quantity 数量检验证书 Inspection Certificate of Weight 重量检验证书 Veterinary Inspection Certificate 兽医检验证书 Disinfection Inspection Certificate 消毒检验证书 Inspection Certificate of Health 卫生检验证书 Inspection Certificate of Origin 产地检验证书 Inspection Certificate of Value 价值检验证书 Back

  49. Notes 4. shortweight adj. /n. 短重 也可写作short-weight；作名词时还可写作short weight。 eg.The shipment of Fertilizers ex S.S “Pearl” is shortweight by 3.6 M/T.（本句中shortweight是形容词） 由“珍珠”轮运来的化肥短重3.6公吨。 We register a claim against you for a shortweight of 3.6 M/T. （本句中shortweight是名词） 我方为短重3.6公吨向你方提出索赔。 在外贸书信中，作“短少，短缺，不足”解的short可与名词或过去分 词构成很多词组或复合词，其写法有写成两个词的，有用连字符的，也有写成一个词的。

  50. Notes 下面是一些常见的这类词组和复合词： 1) short shipment 短装；装载不足 eg.There is a short shipment of 32kg. 货物少装了32公斤。 2) short delivery 短交；缺交 eg.Much to our regret, we found a short delivery of 115 lbs. 我们很遗憾发现短交115磅。 3) short- landed adj. 短卸 eg.We demand that you make up the short-landed goods without any delay.我方要求你方尽快补偿短卸的货物。 4) short- calculated adj. 少算 eg.Our commission on this article is short-calculated. 这批货我方的佣金少算了。

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