Chapter11（课件）-《外贸函电》同步教学（西南财经大学出版社）

Chapter Eleven Complaints and Claims （投诉与索赔） Lesson 48 Lesson 49 Lesson 50 Lesson 51 Lesson 52 主要内容 Lesson 53 Objectives be able to express yourself accurately when lodging a claim or settling a claim. Grasp the terminology concerning cargo insurance claim. understand some related knowledge such as the procedure of lodging a claim Objectives Documents Required When Lodging a Claim 1.Original Insurance Policy or Insurance Certificate 2. Contract of Affreightment 3.Commercial invoice, weight Memo 4. Packing list 5. Survey Report 6.Certificate of Loss or Damage 7. Any correspondence with the carrier or any other party who could be responsible for the loss or damage. the buyer’s receiving wrong deliveries (including those inferior to the contracted in quality or in packing), etc.. part of the total quantity of the seller’s deliveries being short shipped or missing the seller’s delivery arriving damaged or too late the seller’s failure to make delivery as contracted Complaints are usually made by the buyer, who suffers losses, against the seller. The reasons why buyers make complaints or raise claims including: 常见索 赔原因 shortage (short weight) 短重 Breakage 破碎 Leakage 渗漏 Damage 损坏 Improper/faulty packing 不良包装 Inferior quality 不良品质 48 Complaints of Wrong Dispatch Dear sirs, Our Order No.1033 We are pleased to inform you that the products under our Order No.1033 have duly received and much obliged to you for the prompt execution of this order. Everything appears to be correct and in good condition except in Case No.23. When we opened this case, we found it contained completely different articles, and we can only presume a mistake was made and the contents of this case were for another order. As we need the articles that we ordered to deliver to our customers, we must ask you to arrange for the dispatch of replacements at once. We attach a list of the contents of Case No.23, and shall be glad if you will