Unit

9SettlingClaimsEnglishCorrespondenceforInternationalTradeObjectivesTolearnaboutthegeneralprinciplesforsettlingclaims.1Tolearnhowtogiveappropriateresponsestotheclients’complaintsandclaims.23Towriterepliestocomplaintsandclaims.Activities

Dosanddon’tsforsettlingclaims01Howtogiveappropriateresponses?02Replyingtocomplaintsandclaims03Languagepractice04Activity1Dosanddon’tsforsettlingclaimsI.Readthefollowingstatementsaboutclaimsettlementandticktheonesthatyouthinkareappropriate.Sharewithyourpartneryourchoicesandreachanagreementontheprinciplesforsettlingclaims.5□1.Uponreceivingthecustomers’claims,thesellershouldreplypositively,atthefirstnotice,byexpressingtheintentiontosettletheclaims.□2.Uponreceivingthecustomers’claims,thesellershouldimmediatelyclarifywho,thesellerorthebuyer,isresponsiblefortheproblem.□3.Whenreplyingtotheletterofmakingclaims,thesellershouldfirstlysaysorry.□4.Bothparties,thesellerandthebuyer,shouldcooperatetoinvestigatetheproblem,providetheessentialdocumentsofevidenceandnegotiateonhowtosettletheclaims.√√6□5.Ifthebuyer’scompensationdemandprovesreasonable,thesellershouldpayforalltherefundASAP(assoonaspossible).□6.Thesellermaytryothercompensationalternatives,suchasofferingdiscountsforfutureordersorallowingthecustomertotryonnewmodels.□7.Evenifthebuyer’scompensationdemandprovesreasonable,thesellermayhaveotheralternativestopayforit,e.g.applyingforcompensationinstallmentordeferredcompensation.□8.Ifthecompensationprovesunreasonable,thesellershouldsimplyrejectit.√√7□9.Evenifthecompensationprovesunreasonable,thesellershouldrejectitbyexplainingthereasonsandprovidingevidenceinsteadofasimplerejection.□10.Theprimaryconcernforboththesellerandthebuyeristonegotiatethesolutionstotheprobleminsteadofdecidingonwhosefaultitshouldbe.□11.Forcomplaintsofdefectivegoodsofsmallervalue,theexportershouldarrangereplacementforthecustomerASAP.□12.Forrepeatedcomplaintsofdefectivegoodsfromthesamecustomerorcomplaintsoflargevalue,theexportershouldbecautiousandcollectrelevantevidencefirst.√√√Activity2Howtogiveappropriateresponses?Readthefollowingproblemsandmatchthemwiththepartywhomightberesponsiblefortheproblem.containerimmerseintransitdelayed/latedeliveryinconvenientafter-sale

servicedeliveryofthewronggoods(color/design/OSDlanguage)paymentdelaydefectivegoods/low

quality/non-conformityofqualitydamagedgoodsduetoroughhandlingintransitlossofgoodswithininsurancecoverageshortweightordamagedgoodsundercleanB/Lshortshipment/weightimproperpackingshippingcompanyinsurancecompanyexporterimporter2)3)4)6)10)1)8)7)9)5)OnscreendisplaylanguageActivity2Howtogiveappropriateresponses?Readthefollowingemailsfromthreecustomers.Findoutwhattheyarecomplainingaboutandwhattheirclaimsareandfillintheformbelow.Customer

ACustomer

BCustomer

Cmakingcomplaints

about:makingcomplaints

about:makingcomplaints

about:Claims:Claims:Claims:poorpackagingaskingtheexportertocompensateforthelossmissinggoodsship12pcstocoverthelossasaplatedeliverycompensationforthelatedeliveryTaketheroleoftheexporterandprepareanoutlineofyourreplytotheabovecustomers：

Readtheoutlinelistbelow.Selecttheitemsthatwillbecoveredinyourreplyoutlineandputthemintotheappropriateorder.Readtherepliestothecomplaintsattheendofthisunitandfigureouttheoutlineofthesamplereply.Activity2Howtogiveappropriateresponses?Advisingtheimportertomakeclaimsontheinsurers.Confirmingthereceiptofthecomplaintletter.Agreeingtosatisfyalltheclaimsfromtheimporter.ArrangingtheSalesRepresentativetovisitthespot,investigateandwriteareport.Contactingthecarrierforthewholematter.Askingtheimportertoprovidemoreinformationfortheclaims.Advisingtheimportertomakeclaimsontheshippingcompany.Checkingwiththefactory.Explainingoursituations.Expressingregretsfortheproblem.Promisingclosecooperationallthetime.Offeringnecessarydocuments/evidence.Activity2Howtogiveappropriateresponses?OutlinelistActivity2Howtogiveappropriateresponses?CustomersOurreply

outlineThesamplereply

outlineCustomer

A

abjiglCustomer

B

bfhCustomer

C

biejCompareyourswiththatofthesamples.Readthefollowingsentencesandclassifythemaccordingtotheirfunctions.Activity3Replyingtocomplaintsandclaims?Statethespecificproblems:Lodgeclaims:Accepttheclaims:Offerothersolutions:Rejecttheclaims:Offerassistance:2、3、6、12、171、4、5、11、147、8、1315、19、209、16、181、4、5、11、14Readtheemailsbelowandunderlinethecustomer’scomplaintandclaim.Activity3Replyingtocomplaintsandclaims?From:larryc@To:Huangyy@Subject:WaterImmersefororderNo.

5008DearMr.

Huang,

WehavetakendeliveryofthegoodsunderourorderNo.

5008.

In

making

an

examination,

we

have

found

that

half

of

the

nylon

backpacks

have

been

immersed.

As

those

nylon

backpacks

were

not

in

a

good

condition

to

be

put

in

the

market,

we

cannot

but

to

have

them

sun-dried,

put

in

order

and

repacked,which

inevitably

resulted

in

extra

expenses

amounting

to

USD

6,000.

We

expect

compensationfromyouforthe

loss.Welookforwardtoyourpromptreply.

Regards,LarryChaoIfyouwereMr.Huang,howwouldyourespondtothecomplaintandclaim?Ticktheitemsthatwouldbecoveredinyourreplyandaddmoreifnecessary.Thenorderthemaccordingtoappropriatesequenceinyourreply.Activity3Replyingtocomplaintsandclaims?Outlinelistconfirmthereceiptoftheletterprovidesomesolutionstotheprobleminformthebuyeroftheinvestigationresultpromisetoinvestigatetheproblemimmediatelyapologizeforthewaterimmerseexpressregretforthewaterimmerseconfirmwhosefaultitisfortheproblem……Theoutlineofmy

reply:

WriteareplytoLarryChaotosettlethecomplaintbasedonyouroutline.Exchangeyourdraftwithyourpartner.Reviseyourpartner’sdraftaccordingtohis/heroutline.Reviseyourowndraftaccordingtoyourpartner’sfeedback.Activity3Replyingtocomplaintsandclaims?KeystoLanguagepracticeI.phrasetranslation殘次品質(zhì)量不合格重量不足交貨短缺 5.集裝箱水浸

defectivegoodslowqualityshortweightshortshipmentcontainerimmerseKeystoLanguagepracticeI.phrasetranslation6.就損失向你方提出索賠7.解決索賠8.為了補(bǔ)償你方損失9.正在調(diào)查中10.經(jīng)過檢驗(yàn)

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