Project 10（课件）-《外贸英文函电》同步教学（大连理工大学出版社）

Complaints, Claims and Settlements Project　10 1 01 2 01 1. To learn about the definitions and types of complaints and claims; 2. To master the useful expressions, including words, phrases and sentences for complaints and claims; 3. To be able to understand the basic structure and approach of writing a complaint or claim letter; 4. To be able to understand the importance of business integrity and mutual understanding in handling complaints, claims and settlements. Learning Objectives 3 02 Part 1 Basic Knowledge Definitions and Types of Complaints and Claims 1. The Definition of“Complaint” 　　In international trade, a complaint is usually the written expression of some dissatisfaction concerning the quality of the products, the package, the shipment, the delivery and services, etc. 2. The Definition of“Claim” 　　In international trade, if the buyer can prove that it is the seller’s responsibility for the loss of the goods, he/she can make a claim. The seller is obligated to compensate for the loss. 译　文 4 译文 1.“投诉”的定义 　　在国际贸易中，投诉通常是有关产品品质，包装，装运，交货和服务等方面不满之处的书面表述。 2.“索赔”的定义 　　在国际贸易中，如果买家能证明货物的损失是卖家的责任，买家便可以向卖家提出索赔，卖家有义务对买家进行补偿。 返回 02 Part 1 Basic Knowledge 3. The Different Types of“Claim” 　　Generally speaking, there are three types of“claim”,that is, the trade claim, the transportation claim and the insurance claim. 　　Firstly, the trade claim is based on a sales contract between the two parties and is lodged by one party who suffers losses due to another party’s violation of the contract. For example: 译　文 6 译文 3.“索赔”的分类 索赔一般可以分为三类，贸易索赔，装运投诉，保险投诉。 首先，贸易索赔是指当事人双方中因对方违约而遭受损失的一方，向对方提出的索赔。 返回 02 Part 1 Basic Knowledge 　　Secondly, the transportation claim is raised by the shipper/consignor against the carrier. For example: 　　Thirdly, the insurance claim is raised by the insured when the insurer doesn’t keep promises after the insured goods are damaged or lost. Under such circumstances, the insured should make a claim, submitting evidence and the required documents. 译　文 8 译文 装