1.Learning objectives

(1)How to make complaints

(2)Present proofs and evidence
       (3)Settle claims

2. Definitions

Whatis complaint?  

--report of a problem when someone says something is wrong or not satisfactory. If the buyer finds the products  are not in accordance with the contract, he may make a complaint to the seller.

What is claim?  

---a written request asking an organization to pay you a sum of money which you believe they owe you. If a complaint could not be settled properly, the buyer can lodge a claim againstthe seller. 

China Inspiration

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历史看点 ｜ 我国现存最早的外贸法—至元《市舶则法》

                                                                                海关发布

cr. https://baijiahao.baidu.com/s?id=1622413893381941596&wfr=spider&for=pc 

       我国古代管理海外贸易的市舶制度始自唐代，经宋不断发展。元灭宋后，沿袭宋制，在东南沿海主要港口继续设立市舶机构，并于至元十四年（1277年）令大食裔蒲寿庚等人招揽各国商贾前来泉州经商贸易，从而使泉州出现了“所有印度船舶运载的香料及其他贵重货物咸集”（马可波罗语）的繁荣景象。

                                           13-14世纪海上丝绸之路示意图

        作为元朝管理海外贸易的机构，市舶司的主要职责是根据国内舶商的申请，核发出海贸易凭证；对准许出海的船舶，查验有无夹带的金、银、武器、人口等违禁物品；船舶回港后，派人封存货物并将其监管入库，以防走私。同时，按品目，将货物区分抽税，在缴纳税款后，再将货物发还舶商自行出售。

除了华商，对于来华贸易的外国商船，市舶司也采取类似的管理办法，因此，市舶司税收颇多，在元政府财政中占据重要地位。

                                    至元《市舶则法》 原件现藏上海图书馆

        随着贸易监管的扩大和税收的丰厚，沿用宋制的市舶制度弊端逐渐凸显。因此，至元三十年（1293年）﹐元世祖忽必烈在总结以往海外贸易管理经验的基础上，参考宋朝《市舶条法》，制定颁布了《市舶则法》二十二条。《市舶则法》原名《整治市舶四勾当》，又称《市舶抽分杂禁》，全文录于《元典章·户部·市舶》篇内。这部法规主要是对市舶司的职责范围、舶商出海手续、检查办法、抽分抽税比例、禁止出口的货物种类、外船、外商来元的处置办法等做了详细的明文规定。

          至元《市舶则法》作为我国现存最早的古代海外贸易管理方面系统化的规章制度，在政府加强对海外贸易控制、增加财政收入上发挥了现代外贸法的作用。

 Background information 

In international business, complaints and claims from customers, and disputes between buyers and sellers, may sometimes arise although the two parties work very carefully in the performance of a contract. Sometimes they even submit their disputes to arbitration(仲裁).

Dealing with complaints is the extension of service after a deal. How well acompany can deal the complaints often brings impact on the popularity of thecompany and its products. To receive the person who comes to complain, oneshould be cooperative in order to work out a solution to the problem as soon aspossible. At the same time, one has to refuse some unreasonable complaintspolitely. 

In international trade, claim refers to the claim for losses. In the course ofexecuting a contract, if one party fails to perform the contract and thusbrings economic loss to another party, the latter may ask the former ofcompensation according to the contract stipulations. Asurvey report can be used as evidence to support your claim. They can be issuedby CCIQ(China’s Commodity Inspection & Quarantine [ˈkwɒrəntiːn]中国商品检验检疫局)or other third-party organizations.

Claims are usually raised by buyers for great loss, for example, loss caused bynon-delivery（未交付） or delay of delivery, short weight（缺量） or shortage of quantity（短装，数量不足）,inferior quality（低质量） and improper packing（包装不良）,breach of contract（违约）,etc. However, sellers may also raise claims against buyers fornon-establishment of L/C or breach of contract, etc.Apart from sellers, claims can be lodged against carriers(rail/road/air/inland water/ocean transport) or insurance companies. When B/L is clean but the truth ofcargo damage is undeniable, buyers should turn to carriers for claim. When cargo damage is caused by natural calamities or accidents, buyers should first consider propose their claims to the insurer.