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1、 外贸英文函电 投诉、索赔和理赔Complaint,Claim and Settlement 学习内容 目标与技能投诉与处理函书写理解合同的有关质量、数量异议提出的时间和依据、规定掌握申诉及回复信函的英文表述，能根据合同及货物实际损坏情况及时书写申诉函索赔与理赔函书写掌握合同索赔条款内容及需要提交的文件熟悉和掌握索赔及理赔信函的英文表达方式，可以书写索赔函；能够针对对方的申诉及企业的实际情况及时回复客户，在维护自己利益的同时维护与客户之间良好的贸易关系，也能能够针对对方的索赔有礼有节地进行理赔业务导入 一大早，外贸公司业务经理Kelley收到两封邮件：邮件之一：是来自USA的一位老客户，抱怨刚
2、刚抵港的一批货物规格与合同不符；邮件之二：是进口部业务员报告说，预计下周启运的进口原料货物因为供货商的缘故，不能按期发运。而国内的生产厂家却在等米下锅。业务导入 国际贸易中为什么我们经常遇到投诉、索赔，需要业务善后？Why do we often meet Complaint,Claim and need Settle disputes in business transaction.Reasons of raising complaint or claim contract terms 合同条款Goods shipped 实际合同执行情况Red T-shirt Yellow T-shirtS
3、hipments by seaby air Victoria Port AT AUSTRALIA Victoria Port in HK Latest shipment time 15012115013010 pallets with 1000cartons 10 pallets with 990cartonsPacking in good condition20 cartons brokenWhats wrong?错在那里Colors 货物的质量cost and time of carriage运输的方式、成本和时间Wrong address 错误的地址Delayed shipment 延误
4、了装船期shortage of quantityPacking damaged 包装破损Definition of complaint or claim What is claims?什么是索赔？It is a legal demand or assertion by a claimant for compensation,payment,or reimbursement for a loss under a contract or an injury due to negligence.索赔是由索赔者就某个合同项下造成的损失，或者由于忽视造成的损害，提出法律上要求 补偿、付款或者偿付的主张h
5、ttp:/ of complaint or claimSometimes when the loss is not serious,the party suffered the loss may not lodge a claim for compensation.In stead he writes a complaint to call the other partys attention to avoiding this matter happening again.而投诉则是当损失不是特别严重的时候，受损方可能不会提出要求补偿的索赔，取而代之，可能会写一个投诉信函，要求担责方注意避免再
6、次发生同样事件。What is complaint?什么是投诉？http:/ of disputes settlementSettlement is to deal with the complaint or the claim.We must handle complaint or claims in accordance with the contract and settle them amicably to the satisfaction of all parties concerned.What is disputes settlement什么是争议解决？http:/ will r
7、aise a claim?loss caused by non-delivery;delay of delivery,short weight shortage of quantity,inferior quality improper packing,breach of contract,sellers may also raise claims against buyerClaims are usually raised by buyers for great lossfor non-establishment of L/C or breach of contractWhy?Why?Sel
8、lerBuyerPoints for attention of Complaint,Claim and Settlement Mails/Letters regarding Complaint,Claim and dispute settlement often fall into the following types:Complaint to exporter for Inconformity,Claim on seller for Short weight and Settlement for Short DeliveryClaim for Improper Packing and Reply for Settlement Claim on seller for the damaged good and reply,Claim on buyer for non-establishment of L/C and replyClaim on buyer for breach of contract