Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,*,Click to edit Master title style,Unit Fifteen,Complaints,Claims andAdjustments,抱怨、索赔与理赔,2024/11/15,1,Brief Introduction业务简介,在履行合同的过程中，不管我们的工作如何周密细致，抱怨和索赔有时会发生。买方主要有两种抱怨与索赔。,我们必须按照有理、有利、有节的原那么来处理抱怨与索赔，友好地解决他们，直到有关双方都满意。,2024/11/15,2,通常，抱怨与索赔的信函应遵照下述大纲书写：,1)The opening states the problem to complain by regretting,and then mentions the date of the order,the date of delivery and the goods complained about.信的开头以遗憾的口气陈述抱怨的问题，并且提及订货日期、交货日期和所抱怨的货物。,2024/11/15,3,2)The body gives,if any,additional information why it is necessary to write,why and how you are inconvenienced,etc.,in order to state your reasons for being dissatisfied and ask for an explanation.正文要给予补充资料如果有的话，说明为什么要写这封信，为何和怎样使你感到不方便。为的是讲述你的理由，并且要求作出解释。,2024/11/15,4,3)The body also states what you want to be done what you consider a reasonable demand to satisfy your claim.正文还要讲述你想干什么，即考虑什么理由，来满足你的要求。,2024/11/15,5,对抱怨与索赔信函的答复应当总是彬彬有礼的，尽管这种抱怨是无理的，卖方不应当那么说，直到卖方有可靠的理由来拒绝索赔。,处理抱怨时，以下规那么卖方应当遵循：,1)The first thing that has to be decided is whether the complaint is justified.If it is so,the sellers have to admit it readily,express his(or her)regret and agree to the buyers request.要决定的第一件事就是买方的抱怨是否是正当的。假设是正当的，卖方就要乐意地容许，表达他她的遗憾，同意买方的要求。,2024/11/15,6,2)If the complaint or claim is not justified,point this out politely and in agreeable manner.It would be a wrong policy to reject the customers request.如果抱怨和索赔不正当，也应以令愉快的态度彬彬有礼地指出拒绝顾客的要求是错误的。,3)If the seller cannot deal with a complaint promptly,acknowledge it at once;explain that the matter is being investigated and a full reply will be sent later.如果卖方不能立即处理买方的抱怨，立即告知对方，他的抱怨信已收到，解释说事情正在调查之中，全面答复随后寄到。,2024/11/15,7,Specimen Letters信函样例,Letter 1.,Complaint about Delay in Shipment(,抱怨装运延迟,),见,P180-181,Letter 2.,Complaint about the Goods Not Corresponding with the Original Samples(,抱怨货物与样品不一致,),见,P181,2024/11/15,8,Letter 3.,Complaint about Shipping Wrong Goods(,抱怨发错了货,),见,P181,Letter 4.,Suggestion about Making a Claim against the Shipping Company(,建议买方向船运公司索赔,),见,P182,2024/11/15,9,Letter 5.,Complaint Accepted(,申诉被接受,),见,P182-183,Letter 6.,Adjustment Made by the Seller(,卖方进行理赔,),见,P183,Letter 7.,Claim Rejected(,拒绝索赔,),见,P183-184,2024/11/15,10,END,