ComplaintsSettlement.docx

ComplaintsSettlement.docx

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ComplaintsSettlement

ComplaintsandSettlements

Unit24BreachofContract

Unit39ComplaintsandClaims

Unit40ApologyandSettlement

Unit41arbitration

Unit42TradeRisks

Tips:

Breachofcontract:

anycontractingpartyfailstocarryoutitsobligation（violatesthecontract）.

Kindsofbreach（legalconsequence,legalresponsibility）

Breachofconditions---abreachofmainconditionsofthecontract（e.g.timelimitofdelivery,qualityandquantityofgoods,failureofpayment,etc.）

Theinjuredpartyhastherighttorevokethecontractandclaimcompensation.

Breachofwarranty---violationsofthesecondarytermsofcontract（e.g.）

Theinjuredpartycannotrevokethecontract,butcanclaimcompensation.

Ifthebreachisnotserious,thesufferingpartymaylodgeaclaimforcompensation.

Kindsofcomplains

Genuinecomplaint:

complainsarisefromrealsituation.,e.g.thewronggoodshavebeensent;thequalitymaynotbesatisfactory;thegoodshavebeendamaged;thedeliveryhasbeendelayed;thepricechargedmaybeexcessiveornotasagreed.

Faultcomplaint:

complainsweremadedeliberatelyasanexcusetoescapefromhisobligation.

Whenmakingcomplaints/claims,payattentiontothefollowingparticulars:

Fulldetails

Surveyor’sreport

Withintimelimit

Nogoodsshouldbeusedorresoldtosomethirdparty

Atleast10%oftheoriginalpackagesshouldremainunopenedfortheseller’sre-inspection

Whenreceivingcomplains/claims,sticktofollowingprinciples:

Generalrule:

Adheretotheprincipleof‘onthefirstground,toouradvantageandwithrestraint’.

Specificrule:

Beself-possessed

Tojustifythecomplaintfirst,replyingonthestipulationsinthecontract:

responsibilityfortheproblem,reliabilityofthecomplainingparty,thenatureofthebusiness,companypolicy,nationalregulation/law,etc.

Bequick（giveimmediateattentiontothematter）

Bepatient

Bepolite（withcourtesyandingoodmanner）

Besmart（othercompensationsbesidesapologyordiscount）

Besincere（turntoseniors）

Begenerous（compensatemorethanrequested）

Tosettleamicablyandtothesatisfactionofallpartiesconcernedwithoutreferringtoarbitration.

Threepossiblesolutionstothesettlementofacomplaint:

Requestedadjustmentisgranted.

Acompromiseadjustmentisproposed.

Anyadjustmentisdenied.

Forcemajeure不可抗力

我国法律认为，不可抗力是指不能预见、不能避免并不能克服的客观情况。

按《联合国国际货物销售合同公约》解释，是指非当事人所能控制，而且没有理由预期其在订立合同时所能考虑到或能避免或克服它或它的后果而使其不能履行合同义务的障碍。

据此，不可抗力是指在合同成立以后所发生的，不是由于当事人一方的故意或过失所造成的，对其发生以及造成的后果是当事人不能预见、不能控制、不能避免并不能克服的。

引起不可抗力的原因有两种：

一是自然原因，如洪水flood、暴风hurricane、地震earthquake、干旱drought、暴风雪snowstorm、冰雹Hailstones等人类无法控制的大自然力量所引起的灾害事故；二是社会原因，如战争、罢工、政府禁止令等引起的。

Ifthelossishuge,hemaytakelegalaction.

Arbitration:

Whennoamicablesettlementcanbemadebetweenthebuyerandtheseller,thedisputesmaybereferredtothethirdparty–arbitrationtribunal–forsettlement.

Arbitration

Arbitrator

Arbitralaward（hastheforceoflaw）

Arbitrationclauseinthecontract:

wheretohold,theapplicationofsubstantivelaw,theappointmentofarbitrators,thewritingofanarbitrationclause.

Civilizedwayofsettlingdisputesanddifferences;

Convenience;

Expertknowledgeofthearbitrators;

Speedofproceedings

Adjudication

Thedisputeinquestionturnsonapointoflaw.

Languageexamples:

Claims

[1]Whatisthedamage?

[2]Whereandhowdidthedamageoccur?

[3]Whethertherearepriorarrangementforthekindofdamageoccurred?

[4]Whetherthereareacceptabledocumentsdemonstratingthat?

[5]Whatistheclaim?

Qualityofgoods

ThefirstshipmentofourOrderNo.123forcheesereachedusyesterday.Butthecheesewasnotinconformitywiththecontractstipulation.

Accordingtothecontract,theexpirydateofthecheeseisonMarch1nextyear.Butunfortunately,uponexaminationofthegoods,wefoundthattheexpirydateisNovember1,thisyear.

ThisisthesurveyreportbyourCommodityInspectionBureau.Itcertifiesthatthecheesewasmadesixmonthsago.

Youhavetoberesponsiblyforit.

Quantityofgoods

Weorderedatotalamountof500tonsofyourSunflowerbrandsalt.Butwhenweinspectedthegoodsafteritsarrivalatthedestinationwefoundtherewasashortageof100kilos.

ThisisthesurveyreportbyourCommodityInspectionBureau.Itcertifiesthattheshortageof100kilos.

Youhavetoberesponsiblyforit.

Delaypayment

I’mphoningaboutourinvoiceNo.12.Wemadeoutthisinvoicethreemonthsago.Butuptonowwehaven’treceivedanypaymentforit.

WemustaskyoutoarrangetomakepaymentnolaterthanMay10th.Otherwisewe’llputthematterintothehandsofoursolicitor.

FaultyOrigin

Whenthegoodsarrived,wefoundthattheplaceoforiginisQingdaoratherthanDalian.Suchachangewillbringalotoftroublestooursales.

Wesuggesta3%discountoftheoriginalprice.Otherwise,we’llhavetorejectthegoods.

Claims+Grantrequestedadjustment/Proposeacompromiseadjustment

Ihopewewillsettlethematterasamicablyaspossiblebecause（thisisthefirstbusinessdealbetweenus）.

Wedon’twanttodisappointourpartners.Willyouplease…

Iapologizedeeplyforthismistake.We’llpayforthefeesfor…andsendyourcompanyanofficialdocumentforyourexplanationto…

Iunderstandwhatyoumean.Pleasebefrankwithme,andtellmewhatIcandoforyou.

Imustremindyouthataccordingtothecontract,…（themaximumallowancefornaturallossis0.2%）.Consideringthatwehavejuststartedbusiness,we’llgiveyou5%discountforyournextorder.

Claims+Adjustmentisdenied

160laserprintersaredamagedsoseriouslythattheyareunsuitableinthemarket.Here’sthevideoofthosedamagedones.Inaddition,theinspectioncertificateissuedbyourinspectionbureaushowsthatthegoodsarenotproperlypacked.Thisseemstobeaveryclearcase.Youshouldconsiderourclaimseriouslyforprotectionofyourownreputation.

Astheinspectioncertificateandthebillofladingshowed,allthegoodshadgonethroughrigidinspectionbeforepackingandthecarrierreceivedtheminapparentlygoodcondition.Thus,theymustbedamagedinthecourseoftransit.Therefore,youshouldrefertothecarrierortheinsurancecompany.

I’mphoningaboutourorderforthedevelopingagentandthephotosensitivepaperplacedtwomonthsago.Wehaven’treceivedtheorderedgoodsyet.Weplantolodgeaclaimforallthelossesincurredasaconsequenceofyourfailuretoshipourorderintime.

I’mverysorryforallthelossesyousuffered,butitisduetoforcemajeure.Ourmanufacturerwasfloodedlastmonth.Icanshowyoutheweatherreportoflastmonthandothersupportingevidence.

（seller）Iapologizedeeplyforthismatter.Perhapswecouldsubmitthecasetoarbitration.

（buyer）Nowthatyoucannotmakeanyadjustmentaboutit,thecaseunderdisputemighthavetobesubmittedtoarbitration.

Arbitration

KeyElementsinArbitrationClause

[1]Wherewillthearbitrationbeheld?

[2]Whatproceduralruleswillbeapplied?

[3]Whatsubstantivelawwillbeapplied?

[4]Whichwillbetheorganizationtosubmitthearbitrationto?

[5]Howwillthearbitratorsbeappointed?

[6]Whichpartywillpaythearbitrationfee?

[7]Howwillthearbitralawardbemade?

[8]Whatwillbetheeffectofthearbitralaward?

Typicaldialogue

Exporter[France]

Importer[China]

It’smuchbettertoresolveanydisputethatmightarisethroughfriendlynegotiation.

能通过友好协商的方式解决争端是最好的。

我同意你的观点。

仲裁只是最后的手段。

Iagreewithyou.Arbitrationisonlythelastresort.

但是关注合同中有关仲裁的条款将有助于未雨绸缪。

Butattachingimportancetothearbitrationclauseofacontractwillhelpto‘togetpreparedagainstarainyday’.

Youareright.Wehadbetterthinkmoreofthepossibleproblemswhichmighthappen.

没错。

我们最好是多想想可能发生的问题。

[1]Wheredoyouthinkthearbitrationwillbeheld,iftheremightbeone?

如果需要仲裁的话，仲裁将在何处进行。

根据中法贸易的惯例，仲裁在被告所在国进行。

AccordingtothecustomarypracticeinSino-Francetrade,arbitrationwillbeheldinthecountryofthedefendant.

也就是说，如果我方提出仲裁申请，仲裁的地点在中国。

反之亦然。

Thatistosay,ifwesubmitthecase,theplaceforarbitrationisinChina,andviceversa.

[2]Whatproceduralruleswillbereplytothearbitration,then?

那么仲裁将遵循何种程序规则呢？

如果在中国举行仲裁，将适用CIETAC的程序规则。

IfitisinChina,theCIETACproceduralruleswillapply.

如果在法国，据我所知，将适用FICAA程序规则。

IfitisinFrance,asIknow,FICAAwillapply.

两个机构都有足够的专业实力进行此类仲裁。

Boththesetwoorganizationsareprofessionallycompetent.

[3]Whataboutthesubstantivelaw?

那么适用哪国的实体法呢？

通常情况下，合同双方可以对此进行约定，并在合同中说明。

Generallyspeaking,thepartiestoasalescontractarefreetochoosetheapplicablelawandspecifyitintheircontract.

由于这个项目涉及到对中国的投资，只能适用中国的实体法。

SincethiscontractinvolvingforeigninvestmentinChina,theChinesesubstantivelawwillapply.

[4]Shouldwesubmitthearbitration,ifittakesplaceinFrance,toastandingFrencharbitrationcommission?

如果仲裁发生在法国，我们可不可以将仲裁要求提交给一个常设的仲裁机构呢？

恐怕不行。

我方坚持把仲裁提交给临时仲裁庭。

Iamafraidnot.Weinsistonsubmittingthecasetoatemporaryarbitrationtribunal.

原因是临时仲裁庭将由双方各自指定的仲裁员构成，这有利于公正地解决问题。

Thereasonisthatsuchatribunalwitharbitratorsfrombothsideswillbefairandabletohandleanydisputewithoutbiasorpartiality.

[5]Howabouttheappointmentofarbitrators,ifittakesplaceinChina?

如果仲裁在中国发生，仲裁员将如何指定？

根据中国的仲裁规则，可以指定1或3名仲裁员。

AccordingtotheChineseRulesforArbitration,oneorthreearbitratorscanbeappointed.

我们可以通过磋商共同指定一名仲裁员。

Wemayholdconsultationtoappointasolearbitrator.

也可以各从CIETAC仲裁委员会的仲裁员中指定一名仲裁员，然后再由仲裁委员会主席指定一名首席仲裁员。

Otherwise,weeachpartymaynominateonearbitratorfortheCIETACPanelofArbitrators.ThenthethirdoneistobeappointedbytheChairmanofCIE