,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,国际商务函电第二版,主编：李宏亮,出版社：对外经济贸易大学出版社,Unit 14,Complaints and Claims,国际商务函电第二版,Study Aims,应知目标,1.To know the types of a claim,2.To know how to solve a complaint and settle a claim.,3.To know the writing steps of a letter of complaint and a claim settlement.,4.To know the knowledge of“Lead in Part.,5.To know the knowledge of“Business Link Part,应会目标,1.To be able to translate a letter of complaint or claim.,2.,To be able to write a letter of complaint of claim,.,Contents,V,Task Practices,IV,Cases study,III,Key Sentence Patterns,II,Writing skills,I,Lead-in,V,I,Business Link,V,I,I,More to Practice,Part I Lead in,A claim letter is a demand from a customer for something that is due or owed,or something that is a correction of a problem.Complaints and claims are usually raised by buyers.However,sellers may also raise claims against buyers for non-establishment of L/C or breach of contract,etc.A claim should be made as quickly as possible for it can be rejected if it is too late.Some companies may have a deadline for claims.,In the international trade,complaints and claims often happens because of shortage of quantity,the delivery of wrong goods,the delivery of damaged or defective merchandise or delay of delivery and improper packing,etc.After receiving the complaints or claims,the seller will make immediate investigations and settle the problem as soon as possible.That is called the adjustment.,Part II,Writing skills,Step 1:To state the problem suffered in detail,Step 2:To present the loss or inconvenience that is made by this error,Step 3:To present the evidence to support your complaints and claims,Step 4:To present the way you want to settle the problem,Part III,Key Sentence Patterns,1.We received the order No.456 last week.,2.We have received our order No.0990 for digital cameras.,3.We require you refund the invoice amount and inspection fee of the goods amounting to RMB 3,000,000.00.,4.In support of our claim,we will send you a survey report issued by CIQ.,5.All the expenses will be for you account.,6.On opening the cases we noticed that we had received the wrong goods.,7.Please advise us when we can expect to receive our order.,Part III,Key Sentence Patterns,8.Upon examination of the goods against your invoice,we discovered a shortage in the number of Apple MP3.,9.We notify you that we reserve the right to claim on you for the shortage.,10.Ship the additional 100 sets of Apple MP3 on the earliest possible flight from California at your expense.,11.We have not yet received notification that the order has been delivered till now.,12.Please let us know whether the order has been delivered.,13.Please inform us of the arrival date in Ningbo.,Part IV,Cases study,Case,1,Business background,Senders information:,Name:,Yang Yuan,Company:,Hanghzou Sunlife Trade Co.,Ltd.,Add:,55 Wuling Rd Hangzhou,Zhejiang,P.R.China 310000,Tel:,0086-571-89824531,Fax:,0086-571-89824531,Website:,Email:,Business scope,:digitals,CD players,cameras,Overseas markets,:US,America,Asia,South Africa,Part IV,Cases study,Case,1,Business background,Recipients information:,Name:,Mary,Company:,US Digital Trade Co.,Ltd.,Add:,35 Diamond St New York,US,Tel:,001-21-347 581,Fax:,001-21-347 581,Website:,Email:,Business scope,:digitals,CD players,Cameras,Overseas markets,:Europe,America,Asia,Africa,Part IV,Cases study,Case,1,Task description,Yang Yuan,on behalf of Hangzhou Sunlife Trade Co.,Ltd(herein called ABC Co.,Ltd)met Mary of US Digital Trade Co.,Ltd.(herein called BCD Co.,Ltd)in the United States Digital Products exhibition in New York last Nov.She will send an email to Mary to complain about the CD players quality.,Hints,mention the exact products you are complaining about,tell about the exact problem,express the number of claim,enclose the relevant evidence of complaint,wish to get an early reply,Case,1,Specimen letter 1,Key:,From:coolboyhotmail (ABC Co.,Ltd.),To:prettygirlgmail (BCD Co.,Ltd.),Date:Jan 8,2021,Subject:claim for low quality CD players,Attachment:a survey report issued by CIQ,Dear Alice:,We received the CD players of the order No.456 last week and are sorry to tell you that the quality of it is very bad.Half of them could not work properly.,As so many products are of low quality,we require you refund the invoice amount and inspection fee of the goods amounting to RMB 30,000,000.00.In support of our claim,we will send you a survey report issued by CIQ.,We hope you will settle this claim immediately.A