Unit9-claim分析.ppt

Unit9 Complaint ClaimandSettlement申诉 索赔和理赔 IntroductionIninternationalbusiness claimsdonothappenineverytransactionbutofferoccur Sometimeswhenthelossisnotserious thepartysufferedthelossmaynotlodgeaclaimforcompensation Insteadhewritesacomplianttocalltheotherparty sattentiontoavoidingthismatterhappeningagain Claimsareusuallyraisedbybuyersforgreatloss forexample losscausedbynon deliveryordelayofdelivery shortweightorshortageofquantity inferiorqualityandimproperpacking breachofcontract etc however sellersmayalsoraiseclaimsagainstbuyerfornon establishmentofL Corbreachofcontract etc Complaint申诉1 ComplaintofWrongGoodsDelivery申诉错发货物 Dearsirs 敬启者 OurOrderNo 145我方第145号信用证WedulyreceivedthedocumentsandtookdeliveryofthegoodsonarrivaloftheS S Lucky atShanghai 我方按期收到了装船单据 并在 好运 号轮班抵达上海港时提到了货物 Wearemuchobligedtoyouforthepromptexecutionofthisorder EverythingappearstobecorrectandingoodconditionexceptincaseNo 1 92 非常感谢贵方对此订单及时执行 除了1 92号箱货物外全部货物正确无误 安全抵达 Unfortunatelywhenweopenedthiscasewefounditcontainedcompletelydifferentarticles andwecanonlypresumethatamistakewasmadeandthecontentsofthiscasewereforanotherorder 遗憾的是 当我方打开1 92号货箱时 发现里面装的是完全不同种类的货品 我方猜测 可能是出了差错 此货物属另外的订单 Asweneedthearticlesweorderedtocompletedeliveriestoourowncustomers wemustaskyoutoarrangeforthedespatchofreplacementsatonce WeattachalistofthecontentsofcaseNo 1 92 andshallbegladifyouwillcheckthiswithourorderandthecopyofyourinvoice 由于我方急需此货以便履行给我方客户交货的职责 请贵方务必尽快更换 兹随函附寄1 92号箱货品的清单一份 敬请贵方将此清单与我方订单和贵方发票副本核对 Inthemeantime weareholdingtheabove mentionedcaseatallyourdisposal Pleaseletusknowwhatyouwishustodowithit 同时 我方将保存上述货箱货物 等候贵方处理 请将贵方处理意见告知我方 Yoursfaithfully 谨上 Reply Dearsirs 敬启者 YourOrderNo 145perS S Lucky 贵方第145号订单Thankyouforyourfaxof Weweregladtoknowthattheconsignmentwasdeliveredpromptly butitwaswithgreatregretthatweheardcaseNo 1 92didnotcontainthegoodsyouordered 感谢贵方X月X日的传真 货物能够按时抵达 非常高兴 得知所发1 92号箱所装货物并非贵方所定货物 我方感到十分抱歉 Ongoingintothematterwefindthatamistakewasindeedmadeinpacking throughaconfusionofnumber andwehavearrangedfortherightgoodstobedespacthedtoyouatonce Relativedocumentswillbemailedassoonastheyareready 经调查此事 我方发现由于数字混淆 包装中确实出现差错 现在我方已经发出了正确的货物 有关单据也将尽早邮寄贵方 WewillappreciateitifyouwillkeepcaseNo 1 92andcontentsuntilcalledforbythelocalagentsofWorldTransportLtd ourforwardingagents whomwehaveinstructedaccordingly 如果贵方能暂时保存1 92号货箱及货物 我方将不胜感激 我方将把上述情况通知我方的运输代理 环球运输公司 的当地部门前往贵处做出恰当处理 Pleaseacceptourmanyapologiesforthetroublecausedtoyoubytheerror 由于我方的差错给贵方造成了麻烦 特此致歉 Yoursfaithfully 谨上 2 ComplaintforLateDelivery申诉迟交货物 Dearsirs 敬启者 OurOrderNo 764我方第764号订单WearereferringtoourOrderNo 764froHandTools WhenwegaveourorderonJune1stwestatedexplicitlythatwewanteddeliverynotlaterthan15thJulyandyouhaveconfirmedourorderaccordingly 我方第764号订单订购手工工具 我方6月1日寄发的订单中已经明确指出交货期不得迟于7月15日 贵方也相应的给与了确认 Sincethedateyouconfirmedourorder onemonthhaspassedbutwearesurprisedthatwehavenotyetreceivedthegoodsoranyadvicefromyouwhenwecanexpectdelivery 自从贵方确认至今 一个月已经过去了 令我方吃惊的是至今尚未到货 也未收到有关何时可以交货的消息 Wemustpointouttoyouthatthisdelayisveryseriouslyinconveniencingus andweaskyoutogivethereasonofthenon executiveofourorder Asintheeventofyourbeingunabletosupplyusweshallbecompelledtocanceltheorderandgetthesegoodsfromothersources 必须指出的是 此次延误给我方造成了极大地不便 我方要求贵方对于没有执行订单的原因作出解释 若贵方无法供货 我方将转向其他渠道购买此货 Yoursfaithfully 谨上 Reply Dearsirs 敬启者 YourOrderNo 764贵方第764号订单WehavereceivedyourletterofJuly15andverymuchregretthedelaywhichhasoccurredintheexecutionofyourOrderNo 764 Thiswasoccasionedbyaseriousbreakdowninoursupplier smachinery inconsequenceofwhichalltheirworkwasbroughttoastandstillforseveraldays Thedamage however hasbeenrepaired andwecanassureyouwewilllosenotimeinthepromptdeliveryofthegoods 贵方7月15日来电获悉 对于延误执行贵方764号订单深表歉意 此事的偶然发生是由于我方供货商的机器发生严重故障造成的 在此期间他们停产数天 然而故障已经排除 请相信我方将抓紧时间完成交货 Youmayexpecttoreceivethegoodsbythe25th 贵方可望在25号之前收到货物 Weregrettheinconvenienceyouhavesustained buttrustthisunavoidableaccidentwillnotinfluenceyouunfavouralyinfutureorders 对于给贵方造成的不便再次表示歉意 同时也相信这种难免事故不会对今后的订单造成不利影响 Yoursfaithfully 谨上 3 Complaintforinferiorquality对质量低劣提出申诉 Gentlemen 敬启者 WehavereceivedthegoodsofourOrderNo A100for200casesMuslins whichyoushippedbytheS S FengQing butmuchtoourregretwehavetoinformthatwehavereceivedseriouscomplaintsfromourbuyers Hestatesthatthegoodsarenotonlymuchinferiorinquality butanumberpiecesarewovennarrowlytothepatternsubmittedbyyou Thesefaultsmakethegoodsquiteunsalableinthismarket 贵方由 丰庆 号轮船装运的我方第A100号订单所购的200箱平纹细布已收到 但非常遗憾的告知贵方 我方客户提出了严厉申诉说货物不但质地非常低劣而且有多块布四匹的布幅织的比贵方提供的样品窄 这些缺陷使得产品在此地市场很难销售 Weare however makingeffortstosettlethematteramicably butincaseourbuyerpersistsinmakingcomplaint thereisnowayforusbutputthematterbeforetheChamberofCommerceofSingaporeforarbitration andanyallowancethatwemayhavetomakewillbedebitedtoyouinduecourse 不过 我方正在竭力和解此事 但如果我方客户坚持申诉 我方只能将此送交新加坡商会仲裁 我方所要支付的任何费用到时都将记入贵方账户上 Wehopethematterwillcometoyourbestattention 希望此事引起贵方特别关注 Yourstruly 谨上 ClaimandSettlement索赔和理赔1 ClaimforInferiorQuality ReplyforSettlement对质量低劣提出的索赔及理赔的回复 1 ClaimforInferiorQuality因质量低劣提出的索赔Dearsirs 敬启者 Re Cliamfor10 000pcs OfValvesWeareenclosingacopyoftheInspectionCertificateNo 04 204issuedbytheShanghaiCommodityInspectionBureau ThecertificateprovedthattheabovegoodswereceivedonMay5aremuchinferioronqualitytoyourprevioussample 兹随函附寄由上海商品检验局出具的第 04 204号检验单之副本一份 该单证明我方5月5日所收到的上述货物的品质比贵方预先提供的样品差得多 Asthislotofgoodsisofnouseatalltous werequireyourefundtheinvoiceamountandinspectionfeeofthegoodsamountingtoUS 由于这批货物对我方毫无用处 我方向贵方提出 美元的损失赔偿 包括包票金额和检验费用 Wetrustyouwillpromptlysettlethisclaim Assoonasthesettlementisaccomplished wewillsendthegoodsbacktoyou Alltheexpenseswillbeforyouraccount 我方相信贵方能及时理赔 一旦贵方理赔 我方将把货物退还贵方 一切费用由贵方承担 Yoursfaithfully 谨上Encl asstated附件 如文所示 FavourableReplies有利回复 a onvestigatingoftheMatter调查事因Dearsirs 敬启者 YourClaimon10 000pcsofValves关于贵方10000个阀门的索赔WehavereceivedyourfaxofMay10 withenclosure claimingforinferiorqualityontheconsignmentof10 000piecesofvalves 贵方5月10日的传真及附件已收悉 就10000个阀门的低劣质量提出索赔 Inordertosettletheclaim wewillimmediatelysendarepresentativetoinvestigatethismatter Ifourpartywasatfault thecompensationwillbemadeatonce 为解决该项索赔 我方将立即派人对此事进行调查 如果责任在我方 我方将立即作出赔偿 Weapologizeforthetroublecausedtoyouandassureyouthatwewillgiveyouasatisfactoryanswer 给贵方造成麻烦 深表歉意 并保证会给贵方作出满意的答复 Yoursfaithfully 谨上 2 ClaimfortheGoodsNottoStandard质量未达标标准提出索赔 Dearsirs 敬启者 OurOrderNo A105关于我方第A105号订单WehavedulyreceivedthegoodsofourOrderNo A105forCottonJacquardBathTowels Butweregrettosaythatthegoodswereceivedarenotuptoourstandardandtheyarequiteunsalableinthismarket 我方第A105号订单项下提花浴巾已及时收到 但非常遗憾的告知贵方 我方所收到的货物不符合标准 在我方市场很难销售 Needlesstosay wehavesufferedagreatlossandtheinferiorqualityofthelotputusintogreattrouble forourendusersrefusedtoacceptthesegoodsandtheyaregoingtoseekforotherresources 毫无疑问 我方已经损失很大 而且这批货物的质量使得我方陷入困境 因为我方客户拒绝购买这批商品而转向其他供货商 Underthesecircumstances wehavetomakeaclaimwithyouasfollows 在这种情况下 我方不得不向贵方提出如下索赔 ClaimNumberClaimforAmount索赔货号索赔理由索赔金额CM 90113QualityUS 2 152 00Wefeelsurethatyouwillgiveourclaimyourmostfavourableconsiderationandletushaveyoursettlementatanearlydate 我方相信贵方一定会对我方索赔给与特别关注并且尽早告知我方结果 Yoursfaithfully 谨上 b SettlingtheClaim理赔Dearsirs 敬启者 YourClaimfor10 000pcsofValves关于贵方10000个阀门的索赔FurthertoourfaxofMay16 wearewritingtotellyouthatourrepresentativehaslookedintothematterandfoundthatitwasamistakebyourstaffatthewarehouse Weare therefore goingtosettletheclaim 继我方5月16日传真 兹通知贵房我方代表已对此事进行了调查 发现是我方货仓职员的工作失误 所以 我方将进行理赔 Butourproposalofsettlementisthatwewillimmediatelysendtoyoureplacementsofwhichthequalityisguaranteed Astothevalvesyoureceived wewillbehighlyappreciateitifyouwilltrytosellforusinyourmarketatourquotedprice i e US perpieceincludingyour commision Ifyouagreewithourproposal pleaseinformusbyfax 但是我方建议的解决方式是我方立即发运质量保证的替代物 至于贵方收到我方的阀门 如果能代我方在贵方市场销售 我方将不胜感激 售价按我方报价 即每个 美元 包括你方 佣金 若贵方同意上述意见 请以传真告知我方 Wefeelgreatlyregretfulfortheinconvenienceyouhavesustainedandwouldyouliketoassureyouthatallpossiblestepswillbetakentoavoidsuchmistakeshappeningagain 此事给贵方带来了麻烦 在此深表歉意 并向贵方保证我方将采取一切措施避免此类差错再次发生 Yoursfaithfully 谨上 AnUnfavoueableReply拒绝回复 Dearsirs 敬启者 YourClaimonOrderNo A105WithreferencetoyourclaimonOrderNo A105forinferiorquality Wehavelookedintothismatterindetailsandsofaraswehavefoundthatthereisnogroundforsuchaclaimtobelodgedagainstus Ifyoucanexaminethegoodswithgreatcarewiththesampleyouwillfindtheyareoftheexactly Sincethegoodsaremanufacturedaccordingtoyoursuppliedsampleandallyourrequirementsarecompliedwith weassumenoresponsibilitywhatsoeverifyounowfindthemunsuitableforsaleinyourmarket 兹谈及贵方对第A105号订单下货物因质量低劣提出的索赔 我方已对此进行了详细调查 认为贵方提出的索赔是没有根据的 如果贵方能将货物与样品进行仔细比较 贵方就会发现两者的质量完全相同 因为质量是按贵方提供的样品生产的并且符合要求 所以 如果贵方现在认为此货不宜在贵方市场销售 我方不应该承担任何责任 Asweareinnowayliableforthequalityofthegoods weregretbeingunabletoentertainyourclaim 由于我方对产品质量不负有责任 所以很抱歉不能受理你方索赔 Wehopeourexplanationwillconvinceyoutowithdrawyourclaimandhopethismatterwillhavenoharmfuleffectonthedealingsbetwwenusinfuture 希望我方的解释能使贵方撤回索赔 并且在未来的交易中不会受到不利影响 Yoursfaithfully 谨上 2 ClaimforImproperPacking Reply不良包装引起的索赔及卖方回复 Dearsirs 敬启者 OurOrderNo C426关于我方第C426号订单Wereceivedthismorningthe20cartonsofWoolCarpetunderourOrderNo C426perS S CHANGFU Wefoundthatonesideof8cartonswerewornandtornand4cartonswerebrokenandcarpetswereintheopen Itwasobviouslyattributedtoimproperpacking 今天早上刚刚收到由 长富 轮装运的我方第C426号订单项下的20箱羊毛地毯 我方发现其中8个箱体的一侧磨损破裂 4个箱体破碎以致地毯暴露 显然是由包装不良所致 Thoughthecarpetscanbeused wehavetosellthematapricemuchlowerthanusual Inviewoftheabovewesuggestyougiveus20 ofdiscountontheinvoicevalueorwewillreturnthegoodstoyouandaskforreplacements 尽管地毯还能使用 但我方售价只能大大低于正常价格 有鉴于此 我方建议贵方向我方提供发票额的20 折扣 否则我方将把货物退换 要求更换 Pleaseletusknowyourdecisionassoonaspossible 请尽早将贵方决定告知我方 Yoursfaithfully 谨上 Reply suggestingaclaimtotheshippingcompany回复 建议向运输公司提出索赔 Dearsirs 敬启者 YourClaimonOrderNo C426关于贵方第C426号订单的索赔WeregrettolearnfromyourletterofSeptember8thatyourOrderNo C426of20cartonsofWoolCarpetarrivedinpoorcondition 从贵方9月8日来电获悉 贵方第C426号订单中所订购的20箱羊毛地毯 抵达时货物状况不良 对此深表歉意 Ifwewereatfaultwewouldberesponsibletoagreetoyourproposal ButinviewofthefactthatourgoodswerecarefullypackedbyexperiencedworkmanandsentouttoinperfectconditionasshownbyacopyofthecleanB Lwhichweencloseherewith Wearecertaintheyweredamagedthroughcarelesshandlingwhileintransit 如果是我方的责任 我方理应同意贵方所提的建议 但由于货物是由经我方富有经验的工人仔细包装 并且托运时完好无损 随函所寄的清洁单据副本即可证明 我方相信破损是由于运输过程中的粗鲁搬运所致 WethereforesuggestyouhadbetterenteraclaimimmediatelyagainsttheShippingCompany Ifyouwillsendusthepaperswhichshowexactlytheconditionthegoodsreachedyou wewilltakeupthematterforyouwiththeviewofrecoveringdamagesfromtheShippingCompany 所以我方建议贵方立即向装运公司提出索赔 如果贵方能将货物抵达时确切情况的文件寄给我方 我方将替贵方办理此事 以便从装运公司获得补偿 Weareawaitingyourreply 盼早复 Yoursfaithfully 谨上 3 ClaimforShortweight SettlementoftheClaim短重引起的索赔及理赔 Dearsirs 敬启者 Re OurOrderNo 234for10M TChemicalFertilizer事由 我方订购10公吨化肥的第234号订单WehavejustreceivedtheSurveyReportfromShanghaiCommodityInspectionandQuarantineBureauevidencingthatthecaptionedgoodsunloadedhereyesterdaywasshortweight1 120kg Athoroughexaminationshowedthatthesho