Make Complaints

1
Chapter Eleven Complaints Claims

• Main Difficult Points

• Make Complaints
• Settle Complaints
• Make Claims
• Four Ways of Settling claims
• Declining claims

2
Key Words

• complaint claim survey
  report
• CIB CIQ dispute compensation

3
Sample Letters
Letter 1 complaining for improper packing
4
Language Points

1. Take/make delivery ??

2. appear v. ??(??????????????)
appear to be correct ???? ????????????? You
appear to have misunderstood our
intention. There appears to have been a
mistake. ???????
5
Language Points
3. Insurance surveyor ?????
Authentic Surveyor ?????
4. claim n. / v. ??

• claim for damage (poor packing)
• ???(????)????
• claim a compensation of the shipment from
  somebody for something claim on / against
  somebody
• ?????
• lodge a claim against somebody for short-weight
  on something
• ???????????

6
(No Transcript)
7
Language Points

• accept a claim ????
• settle a claim ????
• entertain a claim ????
• admit a claim ????
• dismiss a claim ????
• reject a claim ????
• relinquish a claim ????
• waive a claim ????
• withdraw a claim ????
• claim on account of damage ??????
• claim for damage ???????
• claim for financial loss ?????????

8
Language Points

• claim for inferior quality ????????
• claim for payment ???????
• claim for proceeds ??????
• claim for short delivery ??????

1. ????????????????????????

Buyers have lodged a claim on this shipment for
RMB?1,300 for short weight.

1. ??????????????????????????,??????????,????????????
   

The quality of your shipment for our order is not
in conformity with the agreed specifications. We
must therefore lodge a claim against you for the
amount of 15,800.
9
Language Points

1. The evidence you have provided is inadequate,
   therefore, we cannot consider your claim as
   requested.

??????????,????????????????

1. ?????????????,???????????????

As regards inferior quality of your goods, we
claim a compensation of 15,000.

1. ??????????,??????????????????????

We shall lodge a claim for all the losses
incurred as a consequence of your failure to ship
our order in time.
10
Chinese version of Letter 1

• ????
• ?????123???
• ?????????,???????????????
• ???????????????,?????
• ??,????????????8??????,?????????????????8?
  ????,????????????
• ???????????????????,????????????????????,?
  ??????????????????,??????????????????????,????????
  ????3000?????????????
• ?????????????
• ??,

11
Sample Letters
Letter 2 settlement for improper packing
12
Language Points
1. Consignment ?? ??(???)
e.g. consignment note ?????,?????
consignment trade ???? The period of
consignment ??(??)? These suit your
consignment well. ?????????
The consignment have still not arrive.
?????????
13
Language Points
2. settlement n. ????
settle v. ????
settlement by amicable arrangement
???????? settlement by arbitration
??????? settlement of balance
???? settlement of claims
???? settlement of loss
???? settlement of claim ?? settlement
of exchange ??
14
Language Points
??????????
The question has been settled.
Please settle this long outstanding account
without further delay.
????????????,?????
?????????????????
We enclose a check in settlement of all
commissions owing.
15
Chinese version of Letter 2

• ????
• ??????????123???
• ????3?20???,??????????????????????,?????8?
  ???????????,????????????
• ??????,??????????????????????,????????????
  ?????????????????????????????,????????????,???????
  ?????????????,????????????????????????????????
  ???????????????
• ???????,??????????????????????????????
• ??????????????????????
• ??,

16
Sample Letters
Letter 3 complaint for delayed shipment
17
Language Points

1. On the understanding that... ????

I lend her money on the understanding that she
paid it back the next month. ?????,????????
Similar expressions ?...???????? on the
understanding that... on this understanding on
condition that... on this condition
18
Language Points
2. Overdue adj. ????
overdue account ???,??? an overdue train
????? The train is overdue. ?????? The train is
15 minutes overdue. ????????? Payment is now
four days overdue. ??????????
19
Language Points
3. Consignment ?? ??(???)
e.g. consignment note ?????,?????
consignment trade ???? The period of
consignment ??(??)? These suit your
consignment well. ?????????
The consignment have still not arrive.
?????????
20
Chinese version of Letter 3

• ????
• ??4?12??????,???????????5?15?????????????,
  ????????,?????????????????????
• ???????????????,???????????????????,??????
  ??
• ????????????????,???????????
• ????????????????????????????
• ??,

21
Sample Letters
Letter 4 settlement of the delay
22
Language Points

1. Forwarder ??? (?????, ?????, ?????)

e.g. air freight forwarder
??????, ?????
2. attend to ??, ??, ?? ??, ??, ?? ??
I have my business to attend to. ??????? Ill
attend to the matter. ??????? Could you attend
to (i.e. deal with) this matter
immediately ????????????
23
Language Points
3. in rotation ad. ???(???)
The seasons follow each other in
rotation ??????? The chairmanship of the
committee changes in rotation ??????????????
4. dispatch n. / v. ?????
free dispatch ???? Please advise us of the
dispatch of the goods. ?????????. He couldn't
quite believe the dispatch sent by his
reporter. ???????????????
24
Chinese version of Letter 4

• ????
• ??5?15?????,???????????????????????
• ???,??????????????????????????????????????
  ,??????????????????????????,??????????????????,?
  ????5?25??????
• ??????????????????,????????????????,??????
  ?,??????????????
• ??,

25
Sample Letters

• Letter 5 Claim for short weight

26
Language Points

1. per prep. ???? (???????????)

• ex. prep. ???? (??????? )

1. We have shipped the 100 tons of wool per S.SRose
   .

????100??????????

1. ?????????????100????

We have received the shipment of 100 tons of wool
ex S.SRose.

1. discharge v. n. ????

• discharge cargo from a ship ???????
• discharge a ship of the cargo ?????
• discharge sb from an obligation ???????
• discharge ones duty ????
• discharge oneself of ones duty ????

27
Language Points

• discharge ones debt ????
• discharge receipt ????
• port of discharge ? ? ?

1. ??????????

They discharged the cargo at New York.

1. ????????

The chimney discharges smoke.

1. The boss discharged him because of habitual
   absenteeism.

????????,???????

1. ?????????????

The judge found him not guilty and discharged him.
28
Language Points

1. short-weight n. ??

• short delivery n. ????
• short shipment n. ??????
• short-calculated adj. ???
• short-delivered adj. ????
• short-established adj. ??
• short-invoiced adj. ????
• short-landed adj. ??
• short-opened adj. ??
• short-paid adj. ??
• short-shipped adj. ??

29
Language Points

1. ??????,????????????

We have to lodge a claim against you for a
short-weight of 5 tons.

1. ???????????????

After took delivery of the goods, we find a short
delivery of 1301bs in weight.

1. ???????????

Our commission on this order is short-calculated.

1. The short-delivered goods you alleged might have
   occurred during transit, and that is a matter
   over which we cannot exercise control.

???????????,?????????,???????????

1. ????????????????

Your L/C is short-opened to the amount of 125.
30
Language Points

1. ??????????????????

The shipment is short-invoiced by 315.

1. Since the loss is not negligible, we request that
   you make up the short-landed goods promptly.

??????????,????????????????

1. ???????????????

We found your L/C short-opened.

1. Enclosed is our Credit Note No.818 for the
   short-paid amount of 315.

???????818???????????????????

1. ???????????????????

The short-shipped goods will be forwarded
together with your next order.
31
Language Points

1. Inspection Certificate n. ????

• Survey Report ????

• Survey Report on Examination of Damage or
  Shortage ???????
• Survey Report on Inspection of Tank Hold
  ???????
• Survey Report on Quality
  ???????
• Survey Report of Weight
  ???????

1. Statement of Claim ????

1. settlement n. ????

• settle v. ????

32
Chinese version of Letter 5

• ????
• ????????
• ?????2001??????????AB0109???????????????????
  ????,??????1357?????,????????????
• ??? ???? ????
• DL01 ?? 1,368.60 ??
• DL02 ???? 1,532.31 ??
• ????? 2,900.91 ??
• ?????????,??????DCIB01011?DCIB01012???????
  ???????2,900.91????????
• ??????????????????
• 
  ??,

33
Sample Letters

• Letter 6 Settlement of the claim

34

• Language Points

1. at the time of loading ???

• load v. ??
• unload v. ??
• port of loading port of shipment ???
• loading rate ????
• port of unloading port of discharging ???

1. up to standard ????

1. account for ph. ???????

1. ???????????

He could not account for his absence from school.

1. ??????????????

We cannot account for the delay in shipment.
35
Language Points

1. Dalian Commodity Inspection Bureau ???????

• China Commodity Inspection Bureau ???????

1. tender v. ??

1. ??????????????????????

They required us to tender the necessary
documents in support of your claim.

1. in full (??)???

1. take all possible steps ?????????

• take all effective measures ????????
• take all necessary precautions ????????

1. recurrence n. ???

1. ??????????,??????????????

A recurrence of such an oversight could impair
our amicable relations.
36
Chinese version of Letter 6

• ????
• ???AB0109????????
• ????????????????????????????????????????
  ??
• ?????,?????????????????,??????????????????
  ????????,?????????????????????,??????????????????
• ??,???????12345?????,???2,900.91??,???????
  ?????DL01??DL02??????
• ???????????,??????,??????,?????????,??????
  ???????????
• ??,

37
Sample Letters

• Letter 7 Declining the claim

38
Language Points

• 1. Prune n. ???,??

2. deteriorated adj. ??????
3. inspection ?? inspect v.
4. make up ??,??,??,??

1. ????????????

We will do all we can do ro make up the economic
losses.

1. ????????????

Youre requested to make up the boxes
short-delivered.
39
Chinese version of Letter 7

• ????
• ????????3?16??????????DF-3????2000????????
  ??,???50?????
• ?????,????????????????????????????????????
  ????,???????????????????,????????,????????,???????
  ????
• ?????????????????,??????????????,????????
  ??????????????
• ?????????50???????????,?????,????????
• ??,

40

1. Skill Training

Dear Sir, We are glad to have received the
shipping documents and tool delivery of the our
goods shipped per S.S Blue Sky at Dalian port.
We thank you for your prompt execution of our
order. However, we regret to inform you that,
after we examined the goods, we found that
there were 30 sets of Model A and 50 sets of
Model B, as compared to what we ordered with you
20 sets of Model A and 60 sets of Model B. As
we are badly in need of the goods, we must ask
you to substitute the incorrect goods with right
goods immediately. We enclose herewith a list of
the goods. Please check the list with our order
and the copy of your commercial invoice. In the
meantime, we will hold the goods at your
disposal. Please treat the matter as urgent. We
trust you will find no difficulty in settling
this matter and bring the case to a satisfactory
close soon. Yours faithfully,
41

1. Multiple Choice

1. The goods under Contract No.12345 left here
   .

B
A . in a good condition B . in good
condition C . in good conditions D . in
the good condition

1. We have lodged a claim ABC Co.
   the quality of the goods shipped m. v.
   Peace.

A
A
A
A . against, for, by B . with, for,
under C . on, against, as per D . to,
for, per

1. As the goods are ready for shipment, we
   your L/C to be opened immediately.

D
A . hope B .
anticipate C . await
D . expect
42

1. As arranged, we have effected insurance
   the goods 110 of the invoice value
   all risks.

C
C
C
A . of, at, with B . for, in,
against C . on, for against D . to,
at, over

1. The goods shipped already if your L/C
   had arrived by the end of December last.

D
A . would be B . must have
been C . had been D . would
have been

1. It is important that your client the
   relevant L/C not later than April 12,1999.

C
A . must open B . has to open C
. open D . opens
43

1. The buyer suggested that the packing of this
   article improved.

A
A . be B . was to
be C . would be D . had to be

1. If we had a sample in hand, we to
   negotiate business with our end-users now.

A
A . would be able B . should have C .
had been able D . should have been
able
B

1. Your claim for the damage is to be with
   the insurance company.

A . met B . filed C .
satisfied D . compensated
44

1. Will you please let us know details of any lines
   of goods which you think are for your
   market.

B
A . interesting B . suitable C .
proper D . desirable
D

1. They made a on us for the damage.

A . communication B . discount C . reference
D . claim
A

1. your needs, please write to us with
   your specific inquires.

A . Should these new products suit B . Had these
new products suited C . If these new products
would suit D . If these new products were to suit
45

1. Put in the missing words

on
by

1. We are lodging a claim the shipment
   s/s Red Star
   short delivery.

for
find
2. We hope you will our analysis
acceptable.
3. After inspection the port of
destination, the quality the goods
shipped s/s Red Star under No.
AB2345 was found not conformity
the contract stipulations.
at
of
Per(by)
in
with
let
4. Please give our claim your
attention and us have
your reply immediately.
Prompt(immediate)
to
5. We regret hear that several bags of
the last were broken during
transit.
shipment
against
6. The shipment was by insurance
All Risks.
covered
46
no
but
7. We have choice to ask
you to take them back.
up
8. We are very sorry to hear that goods you
received are not , _____ the quality
expected.
to
9. Your claim has been passed
our insurance company, who will get
touch you soon. The style of clothes
you provided last month sample is
unsuited our clients request.
on
to
in
with
as
to
against
for
10. We are sorry to inform you that your claim
us short weight is unsuited
to the international insurance claim standards.
with
for
11. We have already raised a claim the
insurance company 350 _____damage in
transit.
for
47
?. Translate the letter into Chinese

• ????
• ????11?11??????????????????,?
• ??????,?2???????????????????
• ???,????????????????????,??
• ?????????????????????????????
• ?????
• ???????????,????????????
• ??????2????????????,????????
• ??????????????,??????????????
• ??????????????
• ??,

48
?. Translate the following sentences into
Chinese
1. Please give our claim your favorable
consideration .
???????????????
2. As regards inferior quality of your goods, we
claim a compensation of 10,000.
??????????????,?????????????
3. We shall lodge a claim for all the losses
incurred as a consequence of your failure to ship
our order in time.
??????????,??????????????????????
4. Any complaint about the quality of the
products should be lodged within 15 days after
their arrival.
????????????????????????????
49
5. We regret that your claim on shortage cannot
be accepted.
?????????????????????
6. It would be not fair if the loss be totally
imposed on us, as the liability rests with both
parties. We are ready to pay 50 of the loss
only.
????????,?????????????????????????????50????

• 7. The wrong pieces may be returned per next
  available steamer for our
• account, but it is preferable if you dispose of
  them in your market.

???????????????????,?????????(??)?
8. Without sufficient evidence to support, your
claim is untenable, and we can see no point in
pursuing it further.
?????????,?????????,??????????????????
50
9. Clients lodged a claim against you on the
radios supplied by you for poor quality.
10. After examination, we found the goods are
different from the samples.

• 11. We have to make a claim against you to fully
  compensate for the amount mentioned above.

12. According to the Inspection Report, we ar now
lodging a claim against you for the quality
of the goods .
13. We lodge a claim against you for the total
loss of last shipment for 1,000.
14. If you do not accept our proposal, we will
have recourse to arbitration.
15. As the shipping company are liable for the
damage of the goods, you should make you
claim against them.