Unit 19 (课件）-《外贸英语口语》同步教学（西南财经大学出版社）

Complaints, Disputes and Claims (投诉、争议与索赔) Unit Nineteen 1 目录 Directory. Warm-up Key Terms Background Information Dialogues 参考译文 Notes Exercises 2 第一节 Warm-up 3 Warm-up When customers meet problems about products or services, they can make complaints to get reasonable compensation. In international trade, problems arise frequently, i.e. one party may not fulfill the contract, which may cause losses of the other party. If the losses are minor, one may just complain to the other party; while if the losses are serious, one shall make a claim towards the other for compensation according to the contract, or even leads to the litigation or arbitration. If one party commits breach of contract and causes economic losses to another party, the latter always makes a claim according to the stipulations of the contract. Breach of contract committed by the seller mainly covers non-delivery, late delivery and unconformity of the goods, etc. Breach of contract committed by the buyer mainly covers non-payment, late payment, and failure to take the delivery of the goods, etc. With regard to claims and settlements, all parties concerned shall hold an amicable, practical and realistic attitude. After investigation, the amount of loss and methods of compensation shall be settled. 4 Warm-up A claim can be settled in many ways, such as making a refund, compensation and replacing the faulty goods. In international trade, when one party deems that the other party fails to perform his or her obligations stipulated in the contract while the other party disagrees, disputes happen. Generally, we have four ways to settle these disputes. They are friendly consultation, mediation, litigation and arbitration. 5 第二节 Key Terms 6 Key Terms dispute /dɪˈspjuːt/ v. 争议 make complaints 投诉 reasonable /ˈriːznəbl/ adj. 合理的 compensation /ˌkɒmpenˈseɪʃn/ n. 赔偿 fulfill /fʊlˈfɪl/ v. 完成,履行 claim /kleɪm/ v. 要求,声称 n. 索赔 make a claim 索赔 stipulation /ˌstɪpjʊˈleɪʃn/ n. 条款,规定 breach /briːtʃ/ v. 违反 uncon