第一篇 section 17（课件）-《外贸英语函电》同步教学（大连理工大学出版社）

/17 Situation Settlement of Claims Be familiar with the words and expressions used in duplicate orders and repeat orders Be able to write letters of placing, accepting and refusing duplicate orders and repeat orders Aims Today On receiving a letter of complaint or claim, the recipient would inquire into the accident without delay. The result of the investigation can help the recipient to decide how to treat the complaint or claim. If the he is responsible for the accident, he has to compensate for the client’s loss. If the loss was caused by errors of other parties, the recipient will not have to entertain the claim, but he should also send the result of the investigation and offer necessary assistance to his client. Ways to settle a claim can be various, such as complementing, replacing, indemnifying, disposing at low prices, and so on. Settlement of claims is probably to be achieved through repeated negotiation and concession between the two parties. It also occurs sometimes that an agreement still can not be reached through rounds of negotiation. Such being the case, conciliation, arbitration or even litigation will be adopted in order to resolve the problem. Background Information 收到受损方提出的索赔之后，收信人通常会迅速对事件展开调查。如果调查结果表明责任在于己方，则对索赔进行理赔，弥补对方的损失；如果责任不在己方，则收信人不必理赔，但也应该把调查结果告诉对方，并为对方提供必要的帮助。 理赔的方式有很多种，如：补发、更换货物、赔款、低价处理等。 对于索赔的处理有可能需要双方多次协商、互相让步才得以解决，也有可能双方始终无法达成一致意见。此时就需要通过调解、仲裁甚至诉讼来解决争议。 Background Information Specimen Letter 1-Sending Substitue Dear Mr . Brown , Re : Handbags Art. No.H一106 under Order No.123 We have received your email of Sep.25 and regret to learn that you 're not satisfied with the quality of some handbags. After investigation , we find that the mistake was made in our Purchasing Department ,who failed to detect that a batch of the leather used for your handbag was of inferior quality , thus resulting in the color difference between some products and the samples. We are wholly responsible for this negligence and hope you would accept our sinc