uint 9 外贸函电精品课程课件.pptVIP

Unit 9 Complaint, Claim and Settlement Contents Brief Introduction During the process of a contract execution in international trade, if one party breaks the contract, the other party who has suffered losses has the rights to complain or claim on the party who breaks the contract according to the relevant terms of the contract. Complaint or claims could be settled through amicable discussion by both parties. In case no settlement can be reached between two parties, the case under disputes can be submitted for arbitration to be held in the country where the defendant resides. The arbitral award is accepted as final and binding upon both parties. The arbitration fees shall be borne by the losing party. Complaint 投诉一般发生在买方收到卖方所交的货物时，经检查，买方发现产品与合同规定不符，遂向卖方提出异议，投诉的理由主要有以下几个方面：1. 质量问题；2. 包装不当致使破损；3. 数量短缺/短装；4. 交错货/晚交货等。卖方在接到投诉信后，应及时回复，以积极的态度处理投诉，并提出处理意见。解决的办法有：1. 替换劣质产品，或补足短缺数量；2. 赔偿损坏的产品；3. 在当地削价销售有瑕疵的产品等。 一般情况下撰写买方投诉信及卖方回复信应包括以下内容： 买方投诉信：1）开头部分：提出投诉原因；2）承接部分：分析原因并提出具体处理意见；3）结尾部分：要求尽早解决问题，希望今后交易中不再出现此类事情。 卖方回复信：1）开头部分：对投诉事情表示歉意与遗憾；2）承接部分：提出处理意见或同意买方提出的解决方案；3）结尾部分：对此事给对方造成的不便与损失再次道歉，保证尽一切努力不再发生此事，敬请对方提出改进建议，继续订货。 写此类信函时要注意语气的温婉，措辞得当。特别是卖方在回复时，应体现出对此事的足够重视与妥善处理。不必过分强调造成过失的原因，做简短说明即可。即使对方的投诉理由不够充分，也应友善的提出，生硬的拒绝是不妥的，也会影响日后的合作。 Specimen Letter about Complaint Dear Sirs, CONTRACT NO.23HBSF/1008CN The T-shirt under the above contract which you shipped on May 22,2008 were delivered by the vessel today. After inspected by the Port Office of SGS, we found some of the cartons are broken and some of the T-shirt are dirty. This is the second time in two weeks we write to you about the same matter and we find it hard to understand why precautions could not be taken to prevent a repetition of the earlier damage. Although not all goods are in bad conditions, this second experience within such a short time suggests that the cartons’ quality are not so good or the cartons are carried roughly. We hope that in handling our future orders you will be