2012-2-8 10:54:34 版主
Letters of Claims,complaints and Settlement
[00:05.30]Once damages occur,the party who suffers will lodge a claim against the insurance company.
[00:12.46]It is important to make a claim for the loss and damage promptly usually within a month,and to offer all the relevant documents
[00:22.67](such as the certificate of insurance ,the shipping invoice ,the bill of lading and the delivery notes offered by the exporter when he delivered the goods to the vessel.)in time as well.
[00:36.23]In addition ,independent surveyor’s reports of the loss or damage and the correspondence concerning liability for loss or damage are necessary.
[00:46.55]The essential prerquisite that the insurance company recognizies the claim is that the claimant has an insurable interest in the goods.
[00:56.56]When a claim is made it is usually necessary for a form of clain to be completed.
[01:02.20]Sometimes a person suffering a loss gives incomplete,or even inaccurate information.
[01:08.28]hoping excessive compensation to be recovered .
[01:12.49]In such cases the insure will ask for further information.
[01:17.01]A person who suffers loss must to whatever possible to limit the loss.other they may fail to get compensation in full.
[01:28.84]Claims can be made to the insurer by the buyer if the goods have been insured by the buyer.
[01:35.24]The buyer can also reports the loss or damage to the seller and request him to make the clain if the seller insured goods on behalf of the buyer.
[01:46.37]You are entitled to make a complaint.
[01:49.37]when the goods delivered are not the goods ordered ,the service received fails to satisfy,
[01:55.91]the goods are of inferior quality,the goods are packed badly,the goods delivered have been damaged or delayed.
[02:05.15]the goods ordered are missing or less than the quantity ordered from the delivery.
[02:09.99]the goods supplied are more than the quantiry ordered or the prices charged are not as agreed.
[02:16.59]If goods or service do not fulfill the contract in some way.
[02:21.69]and amount to a breach of condition ,or a breach of warranty.
[02:27.70]the buyer is legally entitled to return the goods at the seller’s expense,
[02:32.92]to reject the goods even the correct goods later delivered,
[02:37.99]to reject either all the goods or only the excess quantity,
[02:42.51]to cancel the order if possible or to request improvement of the service.
[02:47.39]Don’t delay to make a complaint,otherwise things will become unfavorable to the buyer and the seller may lose the best chance to look into the cause.
[02:58.36]Provide detailed indormation of the facts in the leter of complaint.
[03:03.59]That will leave the seller no alternative to compensation.
[03:08.79]Failure to make a complaint effective usually occurs as a result of inadequate presentation of the complaint.
[03:18.06]The more specific the letter is,the better it will be for the seller to treat the complaint.
[03:23.26]A vague complaint will almost aleays come to the end of failure.
[03:28.48]The complaint letter should be firm but reasonably worded.
[03:33.08]rudeness will create ill-feeling and cause the seller to be unwilling to resolve matters.
[03:38.67]complaints must be well founde and diplomatically,tactfully put forward with care and restraint
[03:45.91]so that future business relationships are not damaged.
[03:49.62]However considerate the seller may wish to be to the claims of the buyer he can not assume responsibility for errors which he did not make
[03:59.78]or offer compensation where no compendsation is due.
[04:03.96]Acknowledgement of a complaint should be prompt.
[04:06.83]when agreeing to the buyer’s request,the letter often begin with good news.
[04:11.35]The following paragraph is where to express the apology for causing inconvenience and to give the explanation of how the firm is making every effort to prevent the problem from being repeated
[04:25.98]and even to ensure satisfactory orders.
[04:29.06]If the complaint is unreasonable and must be rejected ,the letter should point out politely why it is settled in this way,why the settlement is fair,and what the firm’s policy is.
[04:43.59]Such unwelcome news,rejecting a claim partly or completely,is likely to cause disappointment.
[04:53.12]The opening paragraph of this kind of letter should not begin with the bad news.
[04:58.16]but be cautious of terms that prepare the receiver
[05:02.21]for what is coming and soften the blow when it does come.
[05:06.49]Remember to thank for letting you being informed about the matter,to show the sincere understanding of the byer’s dissatifaction.
[05:18.69]Keep in mind that goodwill is important in all business activities.
[05:24.00]Useful Expressions about Claim.Complain and Settlement
[05:29.72]Many of our costomers have been complaining that you watches go wrong frequently .
[05:35.39]We very much regret that the folded chairs supplied by you under order No.897 have not yet reached us up to now.
[05:45.03]I am sorry to say that it put us in an awkward predicament when your goods were sent to us after the time specified in our letter of 6 June.