unit 4 参考资料概述 (2)

概述索赔函电产生于国际贸易业务活动中某一方没有履行合同或履行合同不令人满意的情况。但常常是即使双方很小心的，仍然会有申诉和索赔情况出现。解决争议，达成索理赔协议，须经双方平等协商，从而理顺贸易关系，解决业务纠纷，建立国际贸易新秩序，创造良好的国际贸易环境，促进世界范围的经贸事业繁荣发展。对于索理赔函电的拟写，索赔方要实事求是，据理力争；理赔方要澄清事实，分辨是非。这样就有利于纠纷的妥善解决。反之，双方措辞激烈，剑拔弩张，咄咄逼人，或非分奢望，或赖帐狡辩，都不仅无助纠纷的解决，最终很可能会适得其反。写作要点及要求这类信函通常包括：开头：1）说明写信的原因收到货物或提及申诉或索赔的事件；正文：2）具体介绍发生的事情，如有证据可提供；3）提出自己的要求，如要求退货，赔钱等；结尾：4）期望；及时处理或早日回复等。回信要点：接受申诉或理赔的回信：开头：1）收到来信；2）对申诉或索赔表示很遗憾；正文：3）接受索赔，进行解决，如替换货物、退货、将缺货发出或赔偿等；结尾：4）表示道歉和进一步合作的希望。不能接受申诉或索赔的回信：开头：1）收到来信；2）表示遗憾；正文：3）不同意理赔，说明原因，如对事件进行调查、提出证据说明不能负责等；4）提出解决建议；结尾：5）期望：以后合作的机会。每封信件的具体内容会有变化，需要根据实际情况加以调整。Unit6Complaints and Claims申诉和索赔易179世纪商务英语函电与单证（第四版）教师用书MoreExplanations（课文补充讲解）matchv.相配；十分相似；和符合e.g.我们希望这批货跟上个月你寄来的样品一样。Wehopetheshipmentwillmatchthesampleyousentuslastmonth.makeup包装；补偿e.g.我们希望你方能补偿损失。Wehopeyoucouldmakeupthelosses.havenochoicebutto别无他法，只好e.g.我们不得不取消订货。Wehavenochoicebuttocanceltheorder.我们不得不拒收货物，因为你方发错货物了。Wehavenochoicebuttodeclinethegoodsasyoumadedeliveryofthewronggoods.replacev.提供代替品，替换句式：replaceAwith(by)BreplaceAAbereplacedwithBBreplaceAreplacewith(by)Bn.replacement代替或被代替的行为或过程；替换；替换货物makereplacementwithBmakereplacementofAagreedadj.已一致(同意)的；经过协商的n.agreement协议，协定makeagreementwithsb.insth.与在方面达成协议Complaint投诉180Unit6ComplaintsandClaims申诉和索赔beinagreementwithsb.同意某人beinagreementwithsth.与相符，一致adj.agreeable适合的；同意的，赞成的，适宜的sth.beagreeabletosb.使满意，可以接受sb.beagreeabletosth.同意某事agreeableweather适宜的天气e.g.我们同意你方建议。Weareagreeabletoyoursuggestion（agreeto）.你方报盘我们可以接受。Yplaintn.抱怨，起诉，申诉e.g.任何关于产品质量的诉讼需在货物到达后15天内提出。Anycomplaintaboutthequalityoftheproductsshouldbelodgedwithin15daysaftertheirarrival.有买主抱怨运去的货物质量与合同不符。Wehaveabuyerwhocomplainedabouttheinconformityofqualityofgoodsshippedwiththecontract.bringthismattertoonesattention使某人注意某事同义：call/draw/inviteonesattentiontosth.lookinto调查e.g.我们会对你方所抱怨一事进行调查。Wewilllookintoyourcomplaint.faultn.缺陷，故障，缺点adj.faulty有缺陷的，有缺点的faultygoods有毛病的货物faultypacking有缺陷的包装181世纪商务英语函电与单证（第四版）教师用书Splainingandgivingthedetailsc.suggestingthesettlementofreplacementd.expectingearlyreplySpecimen2a.concerningaboutthecomplaintb.lookingintothecomplaintandgivingtheresultc.dispatchingcorrectgoodsd.apologizingforinconvenienceMainPointsoftheLetter（信件要点）信件一抱怨产品质量（对第五课信件二的回复）东西方贸易有限公司德国慕尼黑市奥托哈恩环路20号，D-81739中国永胜贸易有限公司中国广东省广州市白云区前进路40号邮编510000尊敬的黄先生：我方6月25日第250号订单的心型藤编篮已经按时到达，我们已提货。令我们失望的是，我们仔细地检查了货物，发现跟我们所订货物不相符合。货物跟你寄给我方的样品不一样，有些货物的质量太差了，我们认为在打包货物时出了错。因此，我们不得不要求你方将货物运回，用我方所订货物替换这些。如你方能够替换，我们打算允许从你方确认可以提供所需货物起计算交货日期。盼望你方早日答复。(签名)迈克尔里戈尼经理谨上2013年12月12日ChineseVersion（译文）182Unit6ComplaintsandClaims申诉和索赔信件二接受申诉（对信件一的回复）尊敬的里戈尼先生：你方抱怨我们所供你方订单250号的心型藤编篮一事，我们深为关切。但你方将此事提醒我方注意，我们十分高兴。我们调查了此事，发现货物的质量确实跟样品不相符合。经追查，发现原因是由于包装时出了问题，有些不合格产品被打包并发送给了你方。我方正安排发寄正确货物给你方。相关单据准备好后马上寄出。关于发错的货物，请保存，我们已通知我方代理，他会拜访你方的。对由于我方错误给你方带来的不便我们表示道歉。(签名)黄凯经理谨上2013年12月15日（一）包装不当引起的抱怨（对第十五课补充阅读二的回复）尊敬的王先生：事由：第393号订单贵公司于2013年11月10日发往我公司的上述合同项下T恤衫已于今日到港。经SGS港口办检验（检验证明附后），发现该批货物部分外包装纸箱损坏，部分T恤衫有污渍。该T恤衫虽能使用，但按目前情况，我们无法以正常价格出售，故我公司希望你们能在发票价格基础上给予10%的折扣。如果贵公司不能同意的话，我们只能将该批货物退回，要求替换。早复为盼。格兰P约翰逊经理谨上2014年1月15日附件：质检证补充阅读183世纪商务英语函电与单证（第四版）教师用书信件二申诉复信（对第七课补充阅读二的回复）尊敬的约翰逊先生：贵公司于1月15日来信投诉经由海洋帝王号装运的棉T恤衫出现问题，本公司非常遗憾。经调查，证实该批货物离埠时完好无缺，提单可作证明。显然你方所抱怨的损失是发生于运送途中，因此本公司不能对损失负责。我方建议你方向船公司即帝王公司索赔，他们应该对此负责。本公司感激贵公司知会本公司上述事宜，亦乐意代向船公司商讨赔偿问题。盼望能尽早解决有关问题。王林谨上I.BasicTraining1.Fillintheblankswithproperpreposition:(1)b(2)c(3)b(4)c(5)c2.Fillintheblankswithfollowingwordsorexpressions.(1)havenochoicebutto(2)replacement(3)tookdeliveryof(4)agreeto(5)suppliedtoII.ImprovingTrainingTranslatethefollowingsentencesintoEnglish.(1)YourlastshipmentissodisappointingthatIhavetolodgeacomplaintagainstyou.(2)Toourgreatsurprise,wefindtheyarefarbelowthestandardanddonotmatchthesample.(3)Damagetothegoodsresultedfromroughloadingatthedock.(4)Wecanhavenochoicebuttoholdyouresponsibleforourloss.(5)WeregrettoinformyouthatCaseNo.3and6arebroken.Lossesshouldbemadeupbyyou.(6)Werequireyoutoreplacethegoodswiththeperfectgoods.III.Letter-writingPractice1.Finishthefollowingletterbytranslatingtheexpressionsgiven.(1)wefinditresultingfromafaultKeytotheExercises（习题答案）184Unit6ComplaintsandClaims申诉和索赔(2)arearrangingforthecorrectgoodstobedispatched(3)Asregardsthewronggoods(4)Weapologizefortheinconveniencecausedbyourerror.1.MatchtheChineseversionwiththeEnglishexpressions.deliverydate协议shipper有缺陷的质量complaint装运期salesconfirmation交货期shipmentdate发货人agreement销售确认书faultyquality抱怨2.Fillintheblankswithproperformofthefollowingwords.(1)Weregrettoinformyouthatthegoodsreceivedarenot_thesample.(2)Obviouslythedispatchofwronggoodsresultedinthe_tous.(3)Pleasesendusyour_oftheparcelexactlyaccordingtoourorder.(4)Weare_forthedispatchofyour900ballpens.(5)Weshallappreciateyourlookingintothematterand_thegoodsassoonaspossible.(6)_packingresultedinthedamagetothegoods.(7)Pleasekeepthebalancetoreplacethegoods_about.3.Translatethefollowingpassages.（1）我们没有别的办法，只有把货退回，请你们按我们订单上指定的品质给予调换。倘若这不可能的话，我们只得请你们撤消合同。（2）我们收到你方由飞云号轮运来的毛料，很遗憾质量和我寄给你方的样品不一样，我们不得不以5%的折扣价卖出。但仍收到很多对质量的抱怨。MoreExercises（补充练习及答案）complainconvenientdispatcharrangementfaultconformreplace185世纪商务英语函电与单证（第四版）教师用书4.Translatethefollowingletter:5.WriteareplytosupplementaryreadingNo.1,including：（1）收到对方的抱怨，表示遗憾（2）说明抱怨的起因粗鲁装卸，给予折扣（3）表示道歉6.Dictation:Dearsirs,Wearesorrytolearnfromyourletterofthe10thMaythat100pairsofleathershoessuppliedundertheaboveorderaredamagedwhentheyreachedyou.Wewouldcertainlyreplacethemandhaveinfactalreadydoneso.Replacementshavebeensentbyparcelthismorning.Despitethecarewetookinpackingshoessentbypost,therehavebeenrecentlyseveralreportsofdamage.Toavoidfurtherinconveniencetocustomersandexpensestoourselves,wearenowseekingadviceofapackagingconsultantandhopewewillbeabletomakeimprovements.Weregrettheneedforyoutowritetousandhopethestepswearetakingwillensurethesafearrivalofallyourordersinfuture.Faithfullyyours,Key1.deliverydate交货期shipper发货人complaint抱怨salesconfirmation销售确认书shipmentdate装运期agreement协议faultyquality有缺陷的质量敬启者：事由：由于短重而引起的索赔第FA1770854号销售确认书项下1500箱蘑菇罐头，由永丰轮于9月10日运抵安特卫普，提货时发现少了145箱。轮船公司告诉我们只有1355箱装上船。由于短少数量大，请在交付最后三个品种时，将这145箱补交。请你们核对一下，是否1500箱当时在装运港全都装上了船。速复。谨上186Unit6ComplaintsandClaims申诉和索赔2.(1)inconformitywith(2)inconvenience(3)replacement(4)arranging(5)dispatch(6)Faulty(7)complained3.(1)Wehavenochoicebuttoreturnthegoods.Pleasereplaceaccordingtothequalityinourorder.Ifitisimpossible,wehavetocancelthecontract.(2)WehavereceivedyourconsignmentofwoolenpiecegoodsshippedbyS.S.”Flyingcloud”andregretthatitisnotofthequalityofsamplepieceIsentyou.Wehavenochoicebuttosellata5%discount.Butstillwehavereceivedcomplaintsonquality.4.DearSirs,RE:CLAIMFORSHORTWEIGHT1500cartonsofcannedmushroomunderthecontractNo.FA1770854havebeenshippedtoAnterwepbyYONGFENGsteameron10thSept.Whentakingthedelivery,145cartonshavebeenfoundmissing.Weweretoldbytheshippingcompanythatonly1355cartonshadbeenshippedonthesteamer.Becausetheweightisshortinlargequantities,pleasemakeupadeficiencyof145cartonsofthemissinggoodswhenyoudeliverthelastthreeitems.Youarekindlyrequestedtocheckwhetherthese1500cartonsofmushroomwereloadedonshipinwholeattheportofshipment.Pleasereplysoon.Yourstruly5DearSirsCONTRACTNO.23HBSF/1008CNThanksforyourfaxdatedMay26,2013.Weareterriblysorryourlastshipmentarrivedbadlydamaged.TheT-shirtsundertheabovecontractarepackedasperyourrequirements.Undernormalconditionthisshouldhavebeenenoughprotected.Asyoumentionedonyourfax,undoubtlythedamageofthegoodsresultsfromroughhandling.Wearegratefultoyouforpointingthisout.Wewilltakeprecautionstoavoidsuchathingfromoccurringagain.WerealizetheneedtoreduceyoursellingpriceforthedamagedT-shirtsandreadilyagreetothespecialallowanceof10%whichyousuggested.Yoursfaithfully,187世纪商务英语函电与单证（第四版）教师用书MoreExplanations（课文补充讲解）claimn.索赔，赔偿要求其他表达：acceptaclaim接受索赔entertainaclaim考虑接受索赔relinquish/rejectaclaim拒绝索赔withdrawaclaim撤回索赔settleaclaim理赔admitaclaim同意索赔e.g.他们向出口商提出了破损的索赔。Theylodgedaclaimagainsttheexporterforthebreakage.aclaimfor/ondamagedgoods由于货物损坏而赔偿表示索赔的金额，一般用介词foraclaimforUSD20000.00索赔2万美元表示对某批货物索赔，一般用介词onaclaimonthegoodsunderorderNo.100对100号订单项下货物提出索赔v.claim索赔，要求赔偿表示索赔的原因，一般用介词for或on;amountclaimed索赔的金额e.g.买方可向卖主提出索赔，要求赔偿损失。hebuyercanclaimthelosseswiththeseller.inspectionn.检验，检查CIQ(ChinaExitandEntryInspectionandQuarantineBureau)中国出入境检验检疫局IITS(InchcapeInspectionAndTestingService)英之杰检验集团OMIC(JapanOverseasMerchandiseInspectionCompany)日本海外货物检验株式会社estimatev.推测，估计estimatedpriceestimation估价Claim索赔188Unit6ComplaintsandClaims申诉和索赔ETS=estimatedtimeofsailing估计起航时间ETD=estimatedtimeofdeparture估计出发时间ETA=estimatedtimeofarrival估计到达时间proceedv.继续，进行n.收入，收益proceedsofsale销售收入collectproceedsfrom收取货款surveyv.调查，检查n.检验，检查，调查surveyreport调查报告surveycharge调查费用e.g.根据调查报告，货物装运时完好无损。Accordingtothesurveyreport,thegoodswereingoodconditionwhenshipped.onthestrengthof凭借；根据e.g.在银行担保的基础上，我们同意以赊销的方式向他们供货。Onthestrengthofthebanksguaranteeweagreetosupplythemonopenaccountbasis.settlementn.解决，清偿e.g.我们希望能达成和平解决办法。Wehopewecanreachanamicablesettlement.如果不能友好协商解决，此案将提交仲裁。Incasenosettlementcanbereachedamicablythroughnegotiation,thecaseshallthenbesubmittedforarbitration.我们希望这些纠纷能获得永久的解决。Wehopeforalastingsettlementofallthesetroubles.v.settle解决，清偿e.g.问题已经解决了。Thequestionhasbeensettled.本合同项下所发生的任何争议应通过仲裁予以解决。AnydisputethatmayariseunderthisContractshallbesettledbyarbitration.请立刻结清你的欠帐。Pleasesettleyouraccountimmediately.189世纪商务英语函电与单证（第四版）教师用书shortadj.不足，短少sb.isshortofsth.短少，缺乏n.shortage短缺，短少，不足shortageofstocks缺乏，短缺beinshortage缺乏，短缺e.g.原料缺乏导致供货短缺Ashortageofmaterialsresultedinashortageofsupply.checkv.检查，核对e.g.我会马上检查这些问题，给你一个满意的答复。Illchecktheseproblemsimmediatelyandgiveyouasatisfactoryreply.specifyv.明确说明或详细指明e.g.我们在信用证规定了成交的条件条款。WespecifyintheL/Cthetermsandconditionsconcluded.Specimen1a.arrivalofgoodsandshortdeliveryfoundb.surveyandreportc.claimforlossesd.expectationofearlysettlementSpecimen2a.receiptofclaimb.regretfortheclaimandexplanationoftheproblemc.settlementd.expectationoffuturebusinessMainPointsoftheLetter（信件要点）190Unit6ComplaintsandClaims申诉和索赔信件一短交索赔（对第五课信件二的回复）雅加达国际香料有限公司印度尼西亚雅加达北区椰风新村大街16号中国永胜贸易有限公司中国广东省广州市白云区前进路40号邮编510000尊敬的李先生：兹提及第354号销售合约下的50公吨大蒜，我们10月12日传真告知你方，货物已于10月10日运抵本公司。检查货物时，发现有150袋破损，估计损失3000公斤大蒜。其后安排进行检验，有关报告与估计的损失相符。该报告指出此次损失是由于包装袋不合标准引致，故应由贵公司负责。现按照报告结果向贵公司索偿：短交大蒜3135美元检验费50美元合计3185美元随函附上第TS6478号检验报告，烦请早日解决赔偿事宜。纳尼克乌达米汉达亚尼谨上2013年10月15日ChineseVersion（译文）信件二接受索赔（对信件一的回复）敬启者：十月十五日就短交3000公斤大蒜提出索赔的来函收悉。对此次事件，本公司感到非常遗憾。经查货仓后，发现错失是由于员工疏忽，未有按合同要求以标准网包包装该批货物而引致。为与你方保持长期贸易关系，谨随函敬附3185美元支票壹张，赔偿贵公司损失。本公司希望此次事件不会影响贵我双方日后的合作。李文谨上191世纪商务英语函电与单证（第四版）教师用书（一）货物受损索赔（对第六课补充阅读一的回复）敬启者：第2423号订单标题项下货物已于5月10日抵伦敦港。经查验，我们遗憾的通知贵公司，将近一半的玻璃杯已破损，质量检验证明附后。虽然我们不知道造成这一问题的真正原因是什么，但由于该批货物不能销售，对我方也没有用，我们不得不向贵公司索赔200英镑。早复为盼。谨上（二）索赔回复（对第七课补充阅读二的回复）敬启者：感谢你方五月二十日来函赐知有关玻璃杯破碎索赔的事宜。贵公司要求就三月十八日第2423号订单的损毁货物赔偿200英镑。该货物完好无损，按规定装入纸板箱里，其后放在本公司厂房的密封货柜内。因此很难想像怎么会出现破碎问题。幸好该货物已按惯常的运作程序在伦敦劳埃德保险公司购买了足额保险，但还需更多信息以便索赔。烦请准备清单，详列所有损毁项目，我们即与保险公司联系。其代表亦将与贵公司联络，检查该批货物。为由此带来的不便表示道歉。谨上补充阅读I.BasicTrainingFillintheblankswithproperformsofgivenwords.short(1)short(2)shortage(3)short(4)shortsettle(1)settling(2)settled(3)settlementinspect(1)inspection(2)inspectKeytotheExercises（习题答案）192Unit6ComplaintsandClaims申诉和索赔claim(1)claim(2)claimedconsign(1)consignment(2)consigned(3)consign(4)consignmentdue(1)dueto(2)overdue(3)duly(4)duetorefer(1)reference(2)refer(3)Referringregret(1)regret(2)regret(3)regretful(4)regrettableII.ImprovingTrainingTranslatethefollowingsentences.(1)Wehopethisunfortunateaccidentwillnotaffectbusinessbetweenus.(2)Inviewofourlongbusinessrelations,wewouldliketosettlethedisputeamicably.(3)Theevidenceprovidedbyyouisnotsufficient,sowecannotentertainyourclaim.(4)Ifyoudonotagreetoourproposal,wehavenochoicebuttosubmitittothearbitrationforsettlement.(5)Youcanclaimcompensationagainstthepersonwhoisresponsible.(6)Thesellershouldberesponsiblefortheshortweightof500kgofthisshipment.III.Letter-writingPractice1.Finishthefollowingletterbytranslatingtheexpressionsgiven.(1)oninspection,wefoundthat(2)Thereportindicatesthatthelosswasdueto(3)Weherebyregister/lodgeourclaimagainstyouasfollows(4)lookforwardtoearlysettlementoftheclaim2.Writealetterinproperformaccordingtothefollowingsituation.AmericanZhongNongTradingCo.Ltd.,P.O.Box58090SantaClara,California,USA95052-8090July6th,2013ChinaZhenyuanTradeCo.,Ltd.No.13ZhenAnRoad,Guangzhou,Guangdong,China.DearMr.XX,Wehavedulyreceivedtheshipmentofour1200tinsofLonginGreenTeaorderedatCNY38/tinFOBNewYorkbutregrettofindtheminunsatisfactorycondition.Wecannotbutlodgeaclaimagainstyou.193世纪商务英语函电与单证（第四版）教师用书Aftercarefullyexaming,itwasfoundthatnearly50tinsarecompletelywet,obviouslyattributedtoimproperpacking.WestressedinourlastlettertheimportanceofpackagingstrictlyaccordingtoyourExportStandard,butwefoundsomeofthemarenotpackedinwater-proofmaterialsbeforeputinthetinwitharesultthatthematerialsbecomeinferiorinquality.Weexpectcompensationfromyouforthisandshouldliketotakethisopportunitytosuggestthatspecialcarebetakeninyourfuturedeliveries.Yoursfaithfully,AmericanZhongNongTradingCo.Ltd(Signature)TouisTomasManagerMoreExercises（补充练习及答案）1.Translatethefollowingsentencesaboutclaim.(1)到货中有破包50个，对此我们将向你方提出索赔。(lodgeaclaim)(2)我们特此向你方提出金额为1000英镑的索赔。(fileaclaimagainstsb.for)(3)我们以上海检验检疫局的检验报告为依据，向你方提出索赔。(claimonstrengthof)(4)由风庆轮装来的化肥短重5,000公斤，我们向你方提出索赔。(lodgeaclaimagainstsb.forashortweightof)(5)这批货估计短重500公斤，但我们还在等待检验报告。(shortweight,estimate,surveyreport)(6)按照合同规定办事，买方有权退货并提出索赔。(onstrengthof,fileaclaim)2.TranslatethefollowingletterintoChinese.DearSirs,Thankyouforyourletterof20MayregardingyourorderNo.645.Wearesorrytolearnthattherewasamix-upinyourorder.Wearenowsendingtheconsignmenttoyoubyairfreight.Itshouldbewithyouwithinaweek.Thenecessarydocumentationwillbesentunderseparatecover.Pleaseholdthegoodswhichwerewronglyshippedforcollection.Weofferoursincereapologiesforthedelay.Shouldyouhaveanyfurtherproblems,pleasedonothesitatetocontactusimmediately.Yoursfaithfully,194Unit6ComplaintsandClaims申诉和索赔3.TranslatethefollowingletterintoEnglish.4.WriteareplytotheletterinSupplementaryreading1,including:(1)regretfortheloss(2)statethereasonS.S.“SUNSHINE”encounteredheavyweatherincessantlywithtorrentialrainsonthevoyagefromShanghaitoSurabaya;theholdventilatorshadtobeclosedforsometimetoguardagainstingressoffreshwaterintothehold,sweatformedintheholdresultedinthegarlicssprouting.(3)advisethemtoaskforcompensationfromshippingcompanyorinsurancecompany5.DictationDearSirs,Thankyouforyourletterof20May.Weagreewithyouthatourshoesshouldlastlongerthanonemonth.Iftheydonot,weliketoknowthereason.Wehavecarefullyexaminedthepairyoureturnedtous.Ourproductionmanagerreportsthattheshoeshavebeenthoroughlysoakedandthendriedbyheat.Eventhebestqualityshoeswillnotwithstandthistreatment.Forthisreason,weregretthatwecannotagreetoyourrequestforareplacementpair.Yoursfaithfully,Key1.(1)50ofthebagsarebrokenonarrival,wehavetolodgeaclaimagainstyou.(2)Weherebyfileaclaimagainstyoufor1000pounds.(3)WeclaimwithyouonstrengthofthesurveyreportissuedbyShanghaiCIQ.(4)Welodgeaclaimagainstyouforashortweightof5000kilogramsfertilizersshippedex“FengQing”.敬启者：有关上周发运的第343号订单的来信收悉。对于货物在运送