Topic Eight Complaints, Claims & Adjustments (抱怨,索赔与理赔)

Topic Eight Complaints, Claims & Adjustments (抱怨，索赔与理赔)

Introduction

In business transaction, failure for the buyer or seller to perform any of his contractual obligations happens from time to time, and thus causes breach of contract(违反合同). In such situation, the injured party usually notify the company of the problem and sometimes asks the other party for compensation. This is called claim. The company, responding to the claim, will write a letter of adjustment.

Two Kinds of Complaints and Claims

(1) The genuine complaints and claims.

The genuine complaints and claims may arises from one of the following situations:

A. the wrong goods may have been delivered;

B. the quality may have been found unsatisfactory;

C. the goods may have been found damaged, short-weight, missing or late;

D. the prices charged may be excessive or not as agreed.

(2) The false complaint and claims

The false complaint and claims is made by buyers who find fault with the goods as an excuse to escape from the contract, either because they no longer want the goods or because they have found that they can get the similar goods cheaper elsewhere.

Sample Letter One (Complaint in shipping Wrong Goods)

We duly received the documents and took delivery of the goods on arrival of s.s. President at Shanghai Port

We are much obliged to you for the prompt execution of this order. Everything appears to be correct and in good condition except in Container No.18.

Unfortunately when we open each carton in Container No 18, we found it contained completely different articles, and we can only presume that a mistake was make and the contents of these cartons were for another order.

As we urgently need the articles we ordered to complete deliveries to our own customers, we must ask yo u to arrange for the dispatch of replacements at once. We are holding the cases at your disposal. Please let us know what you wish us to do with it.

Because of your shipping wrong goods, we can’t duly satisfy our customers’ requirements. Many of the customers want to cancel their orders, and some of them even ask for compensation, which makes us suffer a loss of nearly 100000 dollars. Under such circumstance, we have to file a claim amounting to 80000 dollars.

We attach a list of the contents of Container 18, and shall be glad if you will check this with our Order and your copy of your invoice, and look forward to hearing that this matter be settled.

Sample Letter Two (Correcting the Mistake in Shipping Wrong Goods)

Thank you for your letter dated August 3. We were glad to know that the consignment was delivered promptly, but it was with great regret that we heard Container No.18 did not contain the goods you ordered.

On going into the matter we find that a mistake was indeed made in shipping process through a confusion of numbers, and we have arranged for the right goods to be dispatched to you at once. Relative documents will be mailed as soon as they are read.

We have already cabled to inform you of this, and we enclose a copy of telegram.

We shall be much obliged if you keep the contents in Container 18 until called for by the local agents of the World Transport Ltd., our forwarding agents, whom we have informed of the matter accordingly.

The matter on lodging a claim of $80000 will be replied in another letter in a few days.

Please accept our many apologies for the trouble caused to you by the error.

Sample Letter Three (Accepting the Claim)

The letter we sent to you the day before yesterday may have been received, the right goods we dispatched to you will also certainly reach you in time.

We were sorry to learn from your letter of August 3, that our shipping the wrong goods brings you much trouble, even makes you suffer some loss.

In reply to your lodging a claim of US $80000, on going into the matter, we found that the mistake was indeed made by the neglect of our workers in shipping process and that we should be responsible for

compensation.

But as soon as we know the error in our work, we immediately arranged for the right goods to be dispatched to you in order to reduce your loss. Besides, one container of wrong goods would not make you suffer so much loss, that the compensation of $80000 is difficult for us to accept.

However, to clear the path speedily for fresh business, we are prepared to allow you a compensation of $20000. This is the best we can do, and if it is acceptable to you, please send us an E-mail to this effect (带有那个意思)so that the case can be settled by a prompt remittance.

Situational Conversation

After the goods arrived, Mr. Liu found that one of the containers contained completely different artic les ordered by his own, which made him suffer a loss of nearly 100000 dollars. So Mr. Liu lodged a claim of US$80000 against the seller. As the claim could not be settled through the correspondence, the seller sent a representative, Mr, Allen to China to carry out an on-the-spot inspection, and then settle the claim.

Making an Investigation on the Fact

L: Welcome to visit our company ,Mr. Allen. I’m Liu Hai-Tao, the manager in charge of import department of Guangzhou Electronic Product Import & Export Corporation.

A: Nice to see you ,Mr. Liu. I’m assigned to come here to settle the claim you lodged against us for our shipping wrong goods. I’m sure that we ca n clear up this matter through personal discussion.

L: I hope so. We are very sorry to have filed a complaint about the wrong goods you shipped to us by S.S President. You have received from our Shanghai office the letter giving full details of this claim.

A: One of the purpose of my coming here this time is to make a careful investigation of the case. Would you please first of all state the facts?

L: In the letter dated August 3, we mentioned the error of shipping wrong goods. When we opened each carton i n Container No. 18, we found it contained completely different articles . We had to take the delivery of the goods into our warehouse.

A: What articles were shipped in Container No. 18?

L: The COMPAQ KA2 type computers. Let’s go to the warehouse and have a look.

A: I believe what you said . We needn’t go to the warehouse . Let’s discuss how to settle the case.

Taking about the Loss

A: Mr. Liu ,we regret sending you the wrong goods , and we are ready to compensate you for the loss caused by the error in our work.

L: No wonder everyone speaks highly of your commercial integrity.

A: But one container of wrong goods would not make you suffer so much loss. Your claim of 80000 dollars is unacceptable.

L: In fact , the loss caused by shipping wrong goods is more than US ＄80000, but for the sake of friendship, we only lodge a claim of US ＄80000.

A: Mr. Liu , what you said makes me more and more vague. I don’t know why a container of wrong goods makes you suffer a loss more than US $80000. As we know , one container contains 200 sets of COMPAQ 1200 computers. According to the stipulations in our contract , the price is US $841.1 per set. The total amount is $168,200. The wrong goods we shipped to you are 200 sets of COMPAQ KA2 type computers, one of which is worth US $780 and the total amount of which is US $156000. The price different between $168200 and $156000 is only 12000.

L: But, Mr. Allen , this price difference can’t represent our loss caused by your shipping the wrong goods . What we order and market are your CPMPAQ 1200 computers . The goods our customers, including some wholesalers and retailers , ordered are the COMPAQ 1200 computers. Because of your shipping wrong goods , we can’t duly supply some customers with the correct brand goods they ordered. Mary of them complained about the delay in supply their orders. Some of them even cancelled their orders although we repeatedly explain that the computers they ordered will be delivered soon. Besides, we can’t sell the wrong goods you shipped to our customers without your consent.

A: Do you mean that the amount of the orders cancelled by the customers is your loss caused by our shipping wrong goods?

L: This is the fact. (Taking the lists of orders cancelled out of the drawer) You see, here are the orders canc elled by the customers. The total amount is nearly 100000 dollars. If the wrong goods were not delivered, we might have used this lot of goods to complete several orders.

A: Well, I’m very sorry if that’s the case.

L: Mr. Allen, I trust that your presence will certainly hasten the settlement of claim. You can be assured that we’ll cooperate with you to the fullest extent on the basis of equality and mutual benefit.

A: Thank you for your assurance. I’m sure that if approached in such a spirit, the ques tion of claim can be settled to our mutual satisfaction during the present talk.

L: I hope so. Mr.Allen.

How to Settle the Claim

L: Mr. Allen, since we have found the cause of loss, now, let’s discuss how to settle the claim.

A: I’m here at your disposal(帮助某人).(at one’s disposal 由…支配)

L: This is a simple problem. According to the orders cancelled by the customers, we have a loss of nearly 100000 dollars. But for the sake of friendship and our future business, we only file a claim of 80000 dollars from you. This is reasonable, isn’t is?

A: Mr. Liu, you are wrong. What you have lost is not your net profit, but the value of the customers’ orders. It is only a data. The money you paid for the orders still belongs to you. A net profit is the actual gain after all working expenses have been paid. So the loss of nearly 100000 dollars is not all you have lost.

L: But your shipping wrong goods not only makes us lose the orders to be worth nearly 100000 dollars and the good opportunity to market, but also delay the time for us to gain.

A: It is for this reason that we promise to make compensation for your loss of 20000 dollars.

L: Mr. Allen, you know, we are the leading Electric Product Import & Export Corporation in our city and also do business of wholesale and retail. According to the current price of our market, we should have earned net profit of nearly $ 40000 or so from the 200 sets of computers, but couldn’t get back our money. It tied up our capital, and brings us a great deal of

difficulty. Compensation of $2000 for the loss is too little to be accepted.

A: We understand your problem, and regret for bringing you the troubles. Mr. Liu, what about your suggestion? L: We claim at least $50000. this is the best we can do.

A: Well, Mr. Liu, if you can help us to sell out the goods in Container No.18, we’ll compensate you $50000.

L: Then, lets discuss how to sell out this lot of goods firstly.

How to Sell the Shipping Wrong Goods

L: Mr. Allen, how are you going to sell the goods in Container No.18?

A: The shipping wrong goods in Container No.18 are 200 sets of COMPAQKA2 type computers that is high in quality. The unit price of this computer is US$750 or so at the European and American market. If you are willing to accept this lot of goods, we’ll give you some preferential terms.

L: What preferential terms will you give us then?

A: Of course, we’ll give you some preferential terms in price.

L: What’s the unit price will you a sk for?

A: We’ll make a reduction of $50 on the basis of the unit price in European and American markets.

L: You mean the unit price of the COMPAQKA2 computer will be fixed at $700 per set, right? Mr. Allen, you are too hard on us. According to your plan, we help you to sell out this lot of shipping wrong goods, but can not gain any profit.

A: Mr. Liu, you misunderstand my intentions. I mean that if you help me to sell out this lot of goods, we’ll compensate you US $50000. As to the price, we can fix it through negotiations. Let’s both enjoy the profit.

L: Mr. Allen, to be frank with you, if the price is fixed at $700 per set, the goods will not be sold out, which leave us no profit.

A: Since this is a small lot, make a bid, please.

L: What about reducing the price by 15% again? We can sell such goods at $600 per set at the market in our area.

A: Well, the price is fixed at $600 per set. Selling out this lot of goods will save us much trouble and unnecessary expenses. Now we needn’t to ship the goods back to our country. Mr. Liu, I accept your bid.

L: I appreciate your quick decision, Mr. Allen. We accept the proposal. I’m glad we found a solution.

A: Anything else to bring out for discussion, Mr. Liu?

L: I’d like to discuss with you the problem of agency for your computers, I’m sure you have no objection.

A: In respect to this problem, we’ll discuss tomorrow.

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3.都有那些著名建筑 4.你想为这个城市做些什么？ 5.有哪些现象有待提高或者那些提倡 version03room part2: 1.what's your favorite room in your home 2.what it likes you live 3.what you do in the room normally and explain why you like it part3: 1.你认识你的邻居吗？ 2.城市里的房子和乡村有什么不同？ 2003年9月换题后的口语topic Old person Describe a older person you know You should say:Who he or she is How you know him or her How he or she is And explain what infection he or she give you and in what aspect Further question： 1、你们国家对老年人是什么态度？ 2、你认为这个社会在哪些方面对老年人不太好？ 3、老人在你们家有什么影响？

(完整版)雅思口语必备15种连接词

流利度与连贯性的飞跃：雅思口语必备15种过渡词 雅思口语有四个评分标准：Fluency &Coherence(流利度与连贯性)，Grammatical Range & Accuracy(语法广度及准确度), Lexical Resources (词汇范围和准确度) 和Pronunciation(发音)。根据笔者观察，学生们往往对怎样提升 流利度与连贯性不知所措，即便在家里把准备好的材料背的滚瓜烂熟，到了考场也常由于紧张或者有明显背诵的痕迹，取得一个非常糟糕的分数。虽然在一个较短的时间内大幅提升自己语言的连贯与流利不是件容易的事，但我们却可以通过口语中的一些过渡词，帮助自己消除紧张情绪。更重要的是，善于运用口语中的过渡词，可以大大消除背诵痕迹，让自己的语言变得更加自然，更具有逻辑性。 在雅思口语中，有15种过渡词使用的频率极高，可以帮助大家迅速提升口语交流的流利度与连贯性。 1. Addition(递进) moreover, what is more, furthermore, , let alone, additionally, not to mention (this), besides (this) , in addition (to this) 真题链接： Q: Do you often use the dictionary? A: I often refer to a dictionary for some new words. Additionally, browsing the dictionary can also enlarge my vocabulary and knowledge. 2. Reference(引用) considering (this), regarding (this), as for (this), concerning (this), on the subject of (this) 真题链接： Q: Is time important?

雅思写作必备的20个万能句

雅思写作必备的20个万能句 According to a recent survey ,four-million people die each year from diseases linked to smoking. 依照最近的一项调查,每年有4,000,000人死于与吸烟相关的疾病. The latest surveys show that quite a few children have unpleasant associations with homework. 最近的调查显示相当多的孩子对家庭作业没什么好感. No invention has received more praise and abuse than Internet. 没有一项发明象互联网同时受到如此多的赞扬和批评. People seem to fail to take into account the fact that education does not end with graduation. 人们似乎忽视了教育不应该随着毕业而结束这个事实. Many experts point out that physical exercise contributes directly to a person's physical fitness. 很多专家指出体育锻炼直接有助于身体健康. Nowadays ,many students always go into raptures at the mere mention of the coming life of high school or college they will begin. Unfortunately ,for most young people ,it is not pleasant experience on their first day on campus. 当前,一提到即将开始的学校生活,很多学生都会兴高采烈.不过, 对多数年轻人来说,校园刚开始的日子并不是什么愉快的经历. In view of the seriousness of this problem ,effective measures should be taken before things get worse.

31种雅思口语高分公式要点提炼

Essence of high-scoring formulas to answer every IELTS question 雅思口语高分公式——浓缩精华版 Part I ●Formula 1: Do you prefer X to Y? ?Questions: 1.Do you prefer writing letters or sending emails? 2.Do you prefer talking on the phone or chatting online? 3.Do you prefer to travel by bike or on foot? ?Native speaker words: convenient; actually; get stuck; traffic jam; means of transportation; online; sociable ?Model answers: 1.Do you prefer to travel by bike or on foot? I prefer cycling to travelling by bus. Cycling is so much more convenient than taking the bus if you’re not travelling too far. Actually, it’s often faster to go by bike because you don’t get stuck in traffic jams! Cycling is also better for my health than all other means of transportation, including buses. 2.Do you prefer talking on the phone or chatting online? Generally I prefer chatting online. I nearly always find that chatting online can be more sociable as you can speak to more than one person at the same time. Also, chatting online is often much more fun because you can send smileys, photos and even videos! ●Formula 2: What do you usually/normally do? ?Questions: 1.What do you do on an average day? 2.What is your normal daily routine? 3.Can you describe your typical day? 4.What do you usually do on weekends? ?Native speaker words routine; schedule; review; meet up with somebody; corridor; gossip; regular; sharp; overtime; hang out with somebody ?Model answers 1.What is your normal daily routine? Well, usually I wake up around 8 a.m. I always have a cup of coffee while I review my study notes over breakfast. Then I normally ride my bike to school, apart from in winter, when it’s way too cold. Before class starts I often meet up with my classmates in the corridor and we gossip a bit about life and school. After school, I always go straight home and then start on my

必备雅思口语句子整理

必备雅思口语句子整理 必备雅思口语句子整理。雅思口语部分并不是完全靠临场发挥的，下面分享经典雅思口语句子整理，希望对大家的雅思口语备考有所帮助，文中观点仅供参考。下面，和小马过河小编一起来看看吧： I get up at six o'clock.我六点起床。 I meet the boss himself.我见到了老板本人。 I owe you for my dinner.我欠你晚餐的钱。 I really enjoyed myself.我玩得很开心。 I'm fed up with my work !我对工作烦死了! It's no use complaining.发牢骚没什么用。 She's under the weather.她心情不好。 The child sobbed sadly. 小孩伤心地抽泣着。 The rumor had no basis. 那谣言没有根据。 They praised him highly.他们大大地表扬了他。 Winter is a cold season.冬天是一个寒冷的季节。 You can call me any time. 你可以随时打电话给我。 What shall we do tonight?我们今天晚上去干点儿什么呢? What's your goal in life?你的人生目标是什么? When was the house built?这幢房子是什么时候建造的? Why did you stay at home?为什么呆在家里? Would you like some help?需要什么帮助吗? You mustn't aim too high你不可好高骛远。 You're really killing me!真是笑死我了! You've got a point there. 你说得挺有道理的。 Being criticized is awful !被人批评真是痛苦! 15 divided by 3 equals 5.15 除以3 等于5. All for one ，one for all.我为人人，人人为我。 East，west，home is best. 金窝，银窝，不如自己的草窝。 ? ′?¤ ?2????? ?? ￥è??é ?https://www.wendangku.net/doc/9b15222032.html,1 He grasped both my hands. 他紧握住我的双手。 He is physically mature.他身体已发育成熟。 I am so sorry about this. 对此我非常抱歉(遗憾)。 I can't afford a new car. 我买不起一部新车。 I do want to see him now. 我现在确实很想去见他。 I have the right to know. 我有权知道。

雅思口语Part1重要性及备考方法

雅思口语Part1重要性及备考方法 当大家谈论到雅思口语Part1的第一感觉是什么?是不是感觉非常简单。很多同学就是因为感觉Part1太过简单而疏于备考，结果在口语考试中吃了亏。下面就和大家分享实例分析雅思口语Part1重要性及备考方法解析，来欣赏一下吧。 雅思口语Part1重要性及备考方法解析 一. 雅思口语Part1重要性分析 雅思口语Part1既是考试，也是热场环节，这时候如果你表现的非常自信，而且问题也答得很好，就能给口语考官留下好的印象，也能为口语高分奠定基础。相反，如果你因为紧张或者缺乏准备，导致回答时磕磕巴巴，那可能就已经为口语低分“奠定了基础”。所以Part1的表现是会影响雅思口语整体评分的。 二. 雅思口语Part1备考攻略 1. 熟悉各类考试话题 雅思口语考试备考过程中，大家都会用到口语题库。除了受变题季影响，口语题库会有大的变动外，其他时间段内口语题库基本稳定。所以备考雅思口语Part1的时候一定要利用好口语题库，熟悉各类口语话题类型，并且多做练习。大部分情况下，Part1

都是问名字、天气之类的，比如“Does your name have any special meaning? ”，然后你根据自己的名字去说一下寓意即可。但是也有可能会遇到一些平时不常见的话题，比如遇到“Punctuality”的话题时，可能会问你“Do you think it is important to be punctual?”，有的同学可能对“punctual”这个单词还很陌生，遇到这样的话题可能直接就懵了，大脑一片空白。所以熟悉各类口语话题非常重要，不仅可以准备常考话题，也能准备到一些不常见的话题类型。 2. 根据话题准备语料 除了要熟悉各类话题外，还要准备一些语料。不然自己的答案可能会杂乱无章，我们还以上文中的问题为例，当问到你名字的特殊含义时，如果你没有准备过类似的语料，即便你了解自己名字的中文意义，却找不到对应的英文词将其表达出来，可能也会一时语塞，不知如何作答。所以即便是比较简单的Part1部分，我们要准备一些答题的语料，不论问到什么问题，都能侃侃而谈。 3. 切忌背范文 大家在备考的过程中也会发现，虽然Part1比较简单，但是网上也能找到很多模板和范文。有的同学在备考时看到范文就将其背会，以期待在考试中能用上。首先，雅思口语Part1问题类型多变，并不是针对每个话题都有固定问法，所以背范文作用不大;其次，背范文直接在考试中应用如果被发现可能会有作弊嫌疑，所以建议大家不要背记Part1范文，多看多学习即可。