商务英语之compliant_and_claim外贸函电.docVIP

Chapter Eleven Complaints and Claims (抗议与索赔) 11.1 Introduction Complaints and claims occur frequently during international trade. The reasons why buyers make complaints or raise claims including: inferior quality, wrong dispatch, short weight, damaged goods, improper packing, non-delivery, etc. However, the sellers may also lodge claims against buyers for non-establishement of L/C or breach of contracts. Sometimes the party who suffered the loss may just make a complaint instead of lodging a claim if the loss or damage is not serious in order to keep their friendly relationship, it can also save time and cost. The purpose of a complaint is not only to express dissatisfaction but also to call the faulting party’s attention to prevent such things happening again. If the complaint can not be resolved satisfactorily, then one can further lodge a claim. While a claim is more formal, it should be attached with the evidence presented through a careful checkup. Writing Guide The purpose of writing a letter of complaint or claim is to solve the problem quickly and efficiently. So the letter should be written promptly, specifically and politely. Usually a complaint or claim letter adopts the following steps: Expressing your regret, giving specific information including the order number, the date of delivery, the name of the ship and any other information about goods. Giving the detailed explanation clearly and impersonally. Describing the loss, damage or inconvenience you suffered in a restrained and tactful way, asking for compensation. Giving you suggestion or requirement directly, hoping for an early reply. When your reply to a complaint or claim, the letter also should be factual, courteous and fair. It should include the following elements: Expressing great regret about the matter and showing you will investigate the matter at once. After going into the matter, explain the reasons clearly. If your company should be responsible for the damage or