外贸函电-索赔.doc

第十一章 Claims索赔第一节 Claims Letters索赔信一、The Steps of Writing Claim Letters索赔信的写作步骤虽然没人愿意，但是有些情况时有发生，如卖方发错了货物，买方不满意货物的质量，卖方迟交货物，货物受损或者卖方价格过高等等。在出现这些情况时，买方通常会为了挽回损失而向卖方提出索赔。赔偿内容可以有如下几个方面：（1）请求赔偿损失。（2）请求补运。货物短少或短交时，可请求补运。（3）请求调换。货物的品质不符或规格不符，可请求调换。（4）请求修理。机器发生故障或损坏时，可要求修理。（5）请求减价或折让。如交货延迟、品质不佳，皆可要求减价或贬值折让。（6）拒收货物请求退还货款，并赔偿损失。通常写作索赔信可以遵循下列格式：1详尽陈述事实，说明出了什么问题。在这部分里应给出具体的日期、货物的品名、和数量、合同号及任何其他详尽的信息，以便对方进行查询；（Detailed information to explain the problem. This explanation should give dates, name and quantity of goods, contract number or any other specific information that will make a recheck easier for the reader）We have just receivedevidencing（我们刚收到证明）We regret having to inform you that arrived in（很遗憾通知你方到达）20% of the packages had been broken（20%的包装破损）It was found that upon examination（检查后发现）2说明此差错带来的不便或损失，以使你的投诉或索赔更有力；（A statement of the inconvenience or loss that has resulted from this error. This strengthens your argument）The materials are quite unsuited to（货物很不适合）These goods are entirely useless to us（这些货物对我们毫无用处）This has caused us much inconvenience（这给我们带来了很大不便）3说明希望对方如何解决问题。如何不知道哪种解决方式为宜，可敦促对方采取必要的行动。（A statement of how you wish the reader to act. The writer who doesnt know what adjustment is proper should try to stimulate prompt investigation and action）We wish to get your early reply.（希望收到你方早日答复）We look forward to your settlement at an early date.（盼早日收到你方解决办法）二、The Principles of Claim Letters索赔信的写作原则当写索赔信时，应照顾到读者的荣誉和权利，清楚地解释发生了什么事情，而不要讲一些不相关的事情。清楚地说明你的不便或者所造成的损失，还应说明你需要什么样的赔偿。投诉应该立即进行，因为任何拖延对供应商来说都会使事情复杂化。应该认为卖方会采取补救措施。一般来说，索赔的目的是为了获得更好的服务。信写的越具体就越容易使对方处理索赔。所以写索赔信时措辞要谨慎，语气要委婉，同时注意陈述事实，做到有理有据，这样才能够被对方所接受。三、Text Explanation and Vocabulary课文分析和词汇1Dear Mr. Smith: We have recently received a number of complaints1from customers about your clocks. The clocks are clearly not giving satisfaction2and in some cases3we have had to refund4the purchase price.（说明自己的实际情况）The clocks complained about are part of the batch5of five hundred supplied to our order No. 908 of 2nd April. This order was placed on the basis of6a sample clock left by your representative. We have ourselves compared7the performance8of this sample with that of a number of the clocks complained about and there is little doubt9that many of them do not tell the right time10.（详细解释状况）The complaints received relate11only to clocks from the batch referred to12. Clocks supplied before these have always been satisfactory13. We are therefore writing to ask you to accept return14of the unsold balance15, amounting to 503 clocks in all16, and to replace17them by clocks of the quality our earlier dealings with you have led us to expect.（具体索赔要求）Sincerely, 讲解：第一段：We have recently received a number of complaints1from customers about your clocks. The clocks are clearly not giving satisfaction2and in some cases3we have had to refund4the purchase price.1. complaint抱怨，不满，名词。例：（1）We received your letter of complaint of 12 June with regret.（收到你方6月12日的投诉信，甚歉。）（2）Recently we received many complaint from our customers.（最近我们收到许多客户的投诉。）complain抱怨，投诉。动词。例：Many customers complain about products.（许多客户投诉我们的产品。）claim索赔。register ones claim with sb/against sb提出索赔，也可以用file a claim，lodge a claim，raise a claim，make a claim。后面接with you/against you。例：（1）Claims are payable only for that part of the loss, that is over 5%.（损失只赔超过5%的部分。）（2）We register our claim with you as follows: （我们就下列问题向你们提出索赔。）（3）Claims for shortage or incorrect material must be made within 30 days after arrival of the goods.（对短重或错发的索赔必须在货到后30天内进行。）（4）Your claim on this cargo has been settled.（你方就这批货的索赔已经解决。）（5）We lodge a claim with you for the short-weight.（我们就短重向你方提出索赔。）（6）We lodge a claim with you on fertilizer.（我们就化肥向你方提出索赔。）2. giving satisfaction 令人满意。意思同satisfactory。事物作主语。satisfaction满意，名词。例：（1）The pens are not giving satisfaction.（这些钢笔很令人不满意。）（2）The first shipment of pens has turned out to the satisfaction of the users.（第一批货运送的钢笔令客户们非常满意。）3. in some cases有时候。例：In some cases，the goods are returned to us.（有时货被退回来了。）4. refund偿还，归还（款项）。例：（1）We have had to refund the purchase price.（我们不得不退回货款。）（2）The sellers promise to refund the buyers the full invoice value of the goods.（卖方答应按货物发票的金额偿还买方。）（3）We will refund the transportation expenses.（我们会退回运费。）讲解：第二段：The clocks complained about are part of the batch5of five hundred supplied to our order No. 908 of 2nd April. This order was placed on the basis of6a sample clock left by your representative. We have ourselves compared7the performance8of this sample with that of a number of the clocks complained about and there is little doubt9that many of them do not tell the right time10.5. batch一批货。6. on the basis of在基础上，以为依据。例：On the basis of the SCIBs Survey Report，we lodge a claim with you for the short-weight.（根据商检局的检验报告，我们对你方短重提出索赔。）7. compare比较，动词。用法为compare sth with（把某物与相比）；compare sth to（把某物比作）例：When we compare the goods with the samples you sent，we found that（当我们把货物与你方寄来的样品相比时，我们发现）8. performance性能，表现。例：The performance of the machine is not satisfactory.（机器的运转令人不满意。）9. there is little doubt意思同there is no doubt。毫无疑问。例：（1）There is little doubt that it is caused by rough handling.（毫无疑问这是由于野蛮装运造成的。）（2）There is little doubt that he is in trouble.（毫无疑问他有麻烦了。）10. tell the right time走时准确。讲解：第三段：The complaints received relate11only to clocks from the batch referred to12. Clocks supplied before these have always been satisfactory13. We are therefore writing to ask you to accept return14of the unsold balance15, amounting to 503 clocks in all16, and to replace17them by clocks of the quality our earlier dealings with you have led us to expect.11. relate to与相关；与有关。例：（1）This is a problem relating to pollution.（这是一个与污染有关的问题。）（2）The loss is related to his negligence.（损失与他的疏忽有关。）12. refer to 参阅，提及，谈到。例：（1）We refer you to our bank for our financial standing.（请你们向我方银行了解我们的资金状况。）（2）You can refer to the bank for our financial standing.（请你们向我方银行了解我们的资金状况。）13. satisfactory令人满意的。例：（1）The pens are not satisfactory.（这些笔令人不满意。）（2）The users have found your pens satisfactory.（用户们觉得你们的钢笔令人满意。）satisfied满意的。人作主语。例：We are satisfied with his performance.（对他的表现我们感到满意。）14. return退回，动词。例：Please return the goods and we will replace them for you.（请退回货物，我方给你们更换。）15. unsold balance没卖出去的货物。Balance指剩下的部分。16. in all 总共。例：Your claim for shortage of weight amounts to 84.82 tons in all.（你方短重索赔共计84.82吨。）17. replace替换，换货，动词。用法replace sth by sth else。例：We will replace Black-White Television Receiver Sets by Color TV Sets at a difference of RMB ￥1,000 per set，our favor.（我们愿意以彩色电视机来调换黑白电视机，每台须补差价人民币1000元。）replacement换货，名词。例：We will send you the replacement as soon as possible.（我们会尽快给你方寄去换货。）译文：先生：最近我们收到许多客户对你们钟表的投诉。这些钟表很显然令人不满意，有时我们不得不退款。这些被投诉的钟表是四月二日我们908号订单下一批五百件的一部分。我们订货是基于你方代表留下的样表。我们自己把样品和被投诉的钟表进行了对比，毫无疑问这些表中有许多都走时不准。这些抱怨只与所说的这一批表有关。这之前所提供的钟表一直令人满意。因此我们要求你方接受未卖出部分的退货，共计503只，并换给我们之前交易品质的钟表。谨上，四、Text Explanation and Vocabulary课文分析和词汇2Dear Sirs：Our order No.098 of 9 March for plastics has now been delivered. We have examined the shipment carefully and, to our great disappointment1, find that they are not of the quality2we ordered.（表示收到货物，并说明事实）The materials do not match3the samples you sent us. The quality of some of them is so poor that we feel that a mistake has been made in making up4the order. The goods do not match the requirements5of our company. We have, therefore, no choice6but to ask you to take the materials back and replace them with materials of the quality we ordered.（详细解释情况，提出具体要求）We are very keen to7resolve this matter amicably8. If you can replace the materials, we are prepared to9allow the agreed delivery time to run10from the date you confirm that you can supply the correct materials.（希望友好解决问题）We look forward to your early reply.（希望早日答复）Yours sincerely,讲解：第一段：Our order No.098 of 9 March for plastics has now been delivered. We have examined the shipment carefully and, to our great disappointment1, find that they are not of the quality2we ordered.1. to our great disappointment令人非常失望的是。用great表示强调。有时也用much强调，如much to our disappointment。这是习惯用法，类似的说法有：much to our surprise，to our regret等。这种短语一般用于句首。例：（1）To our great regret, we learn that you are not satisfied with goods.（很遗憾地得知你方对货物不满意。）（2）Much to our disappointment, we found that many cases are broken.（我们很失望地发现许多箱子都破了。）2. of the quality产品质量。例：The goods are of the best quality.（这些货物的质量是最好的。）讲解：第二段：The materials do not match3the samples you sent us. The quality of some of them is so poor that we feel that a mistake has been made in making up4the order. The goods do not match the requirements5of our company. We have, therefore, no choice6but to ask you to take the materials back and replace them with materials of the quality we ordered.3. match匹配，相符。动词。例：These shoes do not match；one is large and the other is small.（这双鞋不相配，一只大，一只小。）4. make up准备，凑足。5. requirement需要的货，也可以是要求，需求。满足要求用：meet (satisfy, supply, fill)ones requirement。例：We can meet your requirements for 50,000 kilos soybeans.（我们能够满足你方五万吨大豆的需求。）6. have no choice but别无选择，只能。后面接动词不定式。例：（1）We have no choice but to give up.（我们别无选择只能放弃。）（2）He has no choice but to accept their advice.（他别无选择，只能接受他们的建议。）讲解：第三段：We are very keen to7resolve this matter amicably8. If you can replace the materials, we are prepared to9allow the agreed delivery time to run10from the date you confirm that you can supply the correct materials.7. are very keen to非常希望。例：Although we are keen to meet your requirements, we regret being unable to satisfy your request for a reduction in price.（虽然我方想满足你方要求, 但很抱歉不能按照你方要求降低价格。）8. amicably友好地。例：We hope this will be settled amicably.（我们希望友好地解决这件事。）9. are prepared to准备好作某事例：（1）Are you prepared to accept their terms and conditions?（你准备好接受他们的条款了吗?） （2）We are prepared to give you a 6% discount if you place a large order.（如果你方订货量大的话，我们准备给你们6%的折扣。）10. run开始计算。译文：先生：三月九日订购的第098号塑料定单现已运抵本公司。经查验后发现货物质量与商订的不相符合，本公司极感失望。该批货色与样本质素相差甚远，部分质量极之差劣，令人怀疑订购过程可能出现错误。由于货色与本公司要求不符，因此要求退货，并换回定单要求之货色。本公司诚意希望能友好地解决该问题。如贵公司接受上述安排，本公司准备待贵公司确定能供应合格货物起计算交货日期。请早日回复。五、Useful Language索赔信的常用句式1We regret to inform you that the goods shipped per S.S. “peace” arrived in such an unsatisfactory condition that we cannot but lodge a claim against you.我们遗憾地告知你方，由“和平”轮运来的货物情况令人十分不满，我们不得不向你方提出索赔。2Any complaint about the quality of the products should be lodge within 15 days after their arrival.任何有关产品质量问题的申诉应在货物到达后的十五天内提出。3We are of the opinion that you did not take these factors into consideration in your inspection.我们认为你方在检验时未考虑这些因素。4After re-inspection we found that the quality of the goods was not in conformity with the contract stipulations.复验后发现，质量与合同规定不符。5We have received many complaints from the customers concerning the toothbrushes under our Order No. 1176.我们收到了许多客户对你们供应的1176号订单牙刷的投诉。6In view of the above, we regret that we have to return the defective goods to you for replacement at your expense.鉴于以上情况，很遗憾我们不得不将次品退回你处调换，费用由你方支付。7We regret to inform you that the goods received are not in accordance with your samples.我们遗憾地告知，我们收到的货物与你方提供的样品不符。8We are sorry to say that quality of your shipment for our order No. 758 has been found not in conformity with the agreed specification.很遗憾，你们运来的我方758号订单的货物与双方谈定的规格不符。9The buyer has the right to lodge a claim on the defective goods.对于不合格的货物，买方有权提出索赔。10The educational instruments we have just received from you are of very poor quality, which is far below the standard that can be sold in this market.我们收到的你方教学仪器的质量太差，远低于本地市场可以销售的水平。第二节 Adjustment Letters理赔信一、The Steps of Writing Adjustment Letters理赔信的写作步骤在回复索赔信时，卖方可以根据自己的调查结果同意赔偿或拒绝赔偿。同意索赔信函的结构如下：1对给对方带来不便表示歉意；（Regret for the inconvenience caused to the reader）情景搭配用语：（Useful Expressions）We wish to express our deepest regret over the unfortunate incident（对这个不幸事件我们希望表达我们深深的遗憾）We are extremely sorry for the late delivery of（我们为迟交感到非常遗憾）We regret the inconvenience you have experienced（我们对你方经历的不便表示遗憾）2解释问题出现的原因并表示同意索赔；（Explaining the reasons of the problem and expressing the wish to grant the claim）情景搭配用语：（Useful Expressions）It happened that（事情是）Another thorough check-up reveals that（再次彻底检查发现）The wrong pieces may be returned（发错的货可以退回）We are prepared to make you a reasonable compensation.（我们准备给你方合理的赔偿）3表示希望继续与对方的合作关系。（Wishing to cooperate with the reader again）情景搭配用语：（Useful Expressions）We hope this will not affect our friendly relationship.（我们希望这不会影响我们的友好关系）We wish to be able to serve you in future businesses.（我们希望能够在将来的生意上为你方提供服务）In view of the （鉴于我们之间的友好关系）有时卖方不得不拒绝客户的索赔。比如不能接受指控或只同意部分接受，这时回信应谨慎。不要让对方觉得你在说他的要求无理，而是使对方相信你们确实认真考虑了他们的投诉，并用具体事实说服对方接受你的立场。拒绝索赔的信函结构如下：1对给对方带来不便表示歉意；（Regret for the inconvenience caused to the reader）情景搭配用语：（Useful Expressions）We very much regret that（很遗憾）We wish to express our deepest regret over the unfortunate incident（对这个不幸事件我们希望表达我们深深的遗憾）We regret the inconvenience you have experienced（我们对你方经历的不便表示遗憾）2解释问题出现的原因并表明自己的立场；（Explaining the reasons for the problem and making clear your position）情景搭配用语：（Useful Expressions）After a check-up we found that（检查后我们发现）The shipment you complained（你方抱怨的货物）We are of the opinion that（我们的意见是）In order to settle the claim quickly（为了尽快解决索赔）3直接拒绝或建议可能的解决办法；情景搭配用语：（Useful Expressions）We regret being unable to accept your suggestion to（很遗憾不能接受你方的建议）As this is a matter concerning insurance, we hope you will refer it to（由于这事关于保险，我们希望你与联系）We can not but（我们只能）4希望表示继续与对方的合作关系。（Wishing to cooperate with the reader again）情景搭配用语：（Useful Expressions）We hope this will not affect our friendly relationship.（我们希望这不会影响我们的友好关系）We wish to be able to serve you in future businesses.（我们希望能够在将来的生意上为你方提供服务）In view of the （鉴于我们之间的友好关系）第二节 Adjustment Letters理赔信二、The Principles of Adjustment Letters理赔信的写作原则每一项索赔不管看起来多么微不足道，对写信方来讲都很重要。所以收到这类信后要立即作答。答复应讲求事实，礼貌、公平。如果你的公司确实有误，而且愿意承担责任，应该在信中表明这一点并向对方表示歉意，同时说明你将采取的行动。在处理索赔时要记住消费者总是对的。在处理索赔时，应该记住下列重要的原则：如果你不能立即处理索赔，也要立即回信表示对对方的索赔正在处理中。如果索赔没有理由，客气委婉地指出来。如果确实是你的错，应承认并表示遗憾还要承诺你会纠正自己的错误。不要批评你的员工，因为你应对他们的行为负责。不管你理赔还是拒绝，都应感谢客户告诉你事实。例如：1We assure you that we are doing all we can to speed up delivery and offer our apologies for the inconvenience the delay is causing you.（我们向你方保证我们正在尽快交货，并对给你们带来的不便和拖延致歉。）2We hope you will be satisfied with the arrangements we have now made and apologize for the inconvenience you have had to undergo.（我们希望你会对我们的安排满意，并对你方经历的不便表示歉意。）站在读者的角度考虑问题，并以友好和助人的语气写信。不要把自己作为一个永不犯错的公司。回信时不要有自卫的情绪，要真诚。表示对读者的状况感兴趣。如果他或她在信中提到了一些事情，在回信中提一下。这在你和读者之间搭建了一个桥梁。当你回复索赔信时，告诉客户你打算如何处理这件事。不管你的最后决定是什么，你的目的都是一样的：表示你理解客户的生意和担心，你的公司是公正的和合理的。如果客户的投诉可以解决，简单地表示你对发生的事感到遗憾，说明你将采取的措施，并以肯定的语气结束信函。三、Text Explanation and Vocabulary课文分析和词汇1Dear Sirs,Thank you for your letter of 20 May.（感谢对方的来信）We agree with1you that our shoes should last2longer than one month. If they do not, we like to know the reason why.（对货物进行评价）We have carefully examined the pair you returned to us. Our production manager reports that the shoes have been thoroughly3soaked4and then dried5by heat. Even the best quality shoes will not withstand6this treatment7.（陈述事情发生的原因）For this reason8, we regret that we cannot agree to your request for a replacement pair.（对不能同意换货表示遗憾）Yours sincerely,讲解：第二段：We agree with1you that our shoes should last2longer than one month. If they do not, we like to know the reason why.1. agree with同意某人的意见例：We agree with you on this point.（在这点上我们同意你的观点。）agree同意，后面接不定式或that引起的从句。例：We agreed that we will give you an increase in commission.（我们同意给你方增加佣金。）agree to同意或接受（建议、办法、条件）例：We agree to your proposal.（我们同意你的建议。）agree on（upon）双方同意或商定。例：L/C terms were agreed on（upon）.（以信用证付款是双方商定的。）agreement协议，协议书。用法有come to an agreement，reach an agreement。例：We are glad that we have come to an agreement on this matter.（很高兴我们已经就这个问题达成一致。）2. last持续，动词。例：The game lasts for 4 hours.（比赛持续了4小时。）last 上一个，形容词。例：Our last class was not very interesting.（我们上一节课不太有兴趣。）讲解：第三段： We have carefully examined the pair you returned to us. Our production manager reports that the shoes have been thoroughly3soaked4and then dried5by heat. Even the best quality shoes will not withstand6this treatment7.3. thoroughly彻底地，全面地。例：The police checked the room thoroughly.（警察彻底地检查了屋子。）thorough彻底的，全面的。例：After a thorough examination，we found that.（彻底调查之后，我们发现.）4. soak浸泡。5.dry烘干。动词。例：We dry our clothes near the fire.（我们在火边烘干衣服。）6. withstand承受，禁得住。例：We have made it clear that the packing must be strong enough to withstand rough handling.（我们已经说明了包装必须结实得禁得住粗鲁装运。）7. treatment待遇，对待。例：His treatment of the animal was cruel.（他对待这只动物很残忍。）讲解：第四段： For this reason8, we regret that we cannot agree to your request for a replacement pair.8. for this reason由于这种原因。例：For this reason, we cannot accept your request for a replacement.（由于这种原因，我们不能接受你方换货的要求。）译文：先生：五月二十日来信收悉。贵公司认为本公司生产的鞋子理应非常耐穿，不应只穿着一个月便损坏；本公司亦赞同此意见。经仔细检查贵公司退回的鞋子后，本公司生产经理认为该鞋曾被彻底浸湿，其后再经烘干。这样的处理方法就是质料最好的鞋子，耐用程度也会减低。基于上述原因，本公司非常抱歉未能接受更换要求。谨上，四、Text Explanation