《跨境电商英语》课件-Complaints Claims and Settlements

ComplaintsClaimsandSettlements知识目标：掌握投诉、索赔与理赔信的基本结构、相关专业术语和典型表达。能力目标：能够根据实际情况运用相关术语和典型句式，准确、流畅地书写投诉、索赔与理赔信函。LearningobjectivesChapter9ComplaintsClaimsandSettlements商务知识（Businessknowledge）投诉、索赔信、理赔信的基本结构（Letterstructure）写信的注意事项（Tipsforletterwriting）3Introduction投诉、索赔和理赔的概念在执行合同的过程中，签约双方都应该履行合同义务。如果一方未能履行或未能全部履行自己的义务，即构成“违约”。在这种情况下，受损失的一方要求改善或补偿时，即为“投诉”；受损方有权根据合同规定向责任方提出损害赔偿的要求，即“索赔”；责任方就受损失一方提出的要求进行处理，即“理赔”。投诉或索赔的原因在进出口业务中，较多的是买方就质量、数量、包装或交货问题向卖方投诉或索赔。但如果买方出现迟开信用证或延迟付款等问题，卖方也会做出投诉或索赔。这称为贸易索赔。赔偿内容通常有以下几种：请求赔偿损失、请求补运、请求调换、请求修理、请求减价或折让、请求退还货款并赔偿损失等。投诉、索赔、理赔信的基本结构投诉、索赔、理赔信的结构与普通英文商务信函结构类似，包括：时间、称呼、正文和签名四部分。这部分信函正文内容的结构及表达要点如下：

lettersofcomplaintsorclaims（1）Expressingregretfortheneedtocomplainorclaim为提出投诉或索赔表示遗憾；（2）Statingthereasonforthecomplaintorclaim说明投诉或索赔的原因；（3）Indicatingthelossesorinconveniencecaused说明由此造成的损失或不便；（4）Expressingyourexpectation表达期望

Lettersofsettlements---Agreetogranttheclaim（1）Regretfortheinconveniencecausedtothereader给对方带来的损失或不便感到抱歉；（2）Explainreasonsoftheproblemandexpressthewishtogranttheclaim解释问题的原因并表示同意赔偿（3）Wishtocooperatewiththereaderagain表达期望

Lettersofsettlements---Refusetogranttheclaim（1）Showyourregretfortheinconveniencecausedtothereader给对方带来的损失或不便感到抱歉；（2）Explainreasonsoftheproblemandmakeyourpositionclear解释问题的原因并表达自己的立场（3）Statethereasonwhyyoucannotgranttheclaimandmakesuggestions解释说明不能负责的原因并提出解决问题的建议（4）Wishtocooperatewiththereaderagain表达期望

写信的注意事项一封投诉或索赔信是为了说服对方，投诉者或索赔者有合情合理的投诉或索赔理由，并应该得到相应的答复。第一，迅速及时。如果出现问题要尽快通知对方，以免过时无效。第二，具体明确。一般来说，投诉的目的是为了获得更好的服务，信写得越具体就越容易使对方处理。写信时要清楚地说明订单号、合同号、受损情况、收信人应该负责的原因，还有建议如何解决此事。第三，客观礼貌。语气尽可能客观、礼貌，否则会引起对方反感而拖延回复甚至拒绝回复。因此，投诉者要注意有理有据有节的在信中表达自己的诉求，态度真诚，尽量不要伤害对方感情。第四，引据准确。为了有说服力，经常要引据合同条文或证明文件，这就要求前后一致。不能草率马虎，使自己处于被动和不利地位。给出索赔的证据同样重要。回复索赔信的信函被称为理赔信。撰写理赔信必须谨慎小心因为它在处理问题中扮演着重要的角色。理赔信不仅是为了表明已做好解决问题的准备，还应该争取使对方相信所发生的错误只是一次失误，并非故意为之。Task1Task211TasksTask1假设你是美国汉森公司进口部的经理BlackJones（GHanson&Co.Ltd.；Address：78SouthStreet,NewYork,USA；Tel：86-36-12345；Fax：86-36-67890；E-mail:BlackJones@GHC.com），你公司收到了订单下的货物和单据，但发现一箱货物非订单货物，你立即写信向南京纺织品进出口公司出口部的经理Brighten投诉（NanjingTextilesImport&ExportCorporation；Address：77YunnanRoad,Nanjing210000,Jiangsu,China；Tel：86-25-12345678；Fax：86-25-23456789；E-mail：Brighten@N），并要求对方对错误的货物重新发货。Sample1From:BlackJones@GHC.ComSent:Monday,1stNov.,2017-10:00To:Brighten@NSubject:wronggoodsdeliveredunderorderNo.123Attachment:alistofthecontentsofcartonNo.20acopyofyourpackinglistNo.1234DearMr.Brighten,Re:OrderNo.123ThankyouforyourpromptdeliveryofthegoodsunderourOrderNo.123.ButweregrettoinformyouthatthegoodsinCaseNo.20arenotwhatweordered.Wepresumethatamistakemusthaveoccurredandthiscaseisforanotherorder.Sample1Weneedthearticlestocompletedeliveriestoourowncustomers,sowemustaskyoutoarrangeforthedispatchoftherightgoodsimmediately.EnclosedisalistofthegoodsinCaseNo.20andthecopyofyourpackingList.Weareholdingtheabove-mentionedcaseatyourdisposalandpleaseletusknowwhatyouwishustodowithit.Wearelookingforwardtoyourearlyreply.BestRegards,BlackJonesGHanson&Co.Ltd.；Address：78SouthStreet,NewYork,USA；Tel：86-36-12345；Fax：86-36-67890Task2Reply—ComplaintAcceptedAfterreceivingthecomplaintletter,Brighten,thesalesmanageroftheseller,lookedintothematterandfoundthatthemistakewasindeedmadeinpacking.Hewroteatoncetothebuyertoapologizeandtotellhowtodealwiththewronglydeliveredgoods,hopingthisincidentwouldnotinfluencetheirfuturedealingsunfavorably.Sample2From:Brighten@NSent:Tuesday,Nov.2nd,201710:01AMTo:BlackJones@GHC.comSubject:orderNO.123DearMr.BlackJones,ThanksforyouremailofNov.1st.Weweregladtoknowthattheconsignmentdulyarrived,butitwaswithgreatregretthatwelearnedthatcartonN0.20didnotcontaintherightgoods.Havinglookedintothematter,wefindthatamistakewasmadeinpacking.Throughaconfusionofnumbers,onecartonforanotherorderwassenttoyouindeed.Wehavearrangedforthereplacementstobedispatchedtoyouatonce,andtherelativedocumentswillbeairmailedtoyouassoonastheyareready.AsforthegoodsincartonNo.20,weshallbeverygratefulifyouwouldcontactalocalbuyerforus.Sample2Pleaseacceptourmanyapologiesforthetroublecausedtoyou,andweguaranteepromptandcorrectdeliveryofyourordersinthefuture.BestRegards,BrightenNanjingTextilesImport&ExportCorporationAddress：77YunnanRoad,Nanjing210000,Jiangsu,ChinaTel：86-25-12345678Fax：86-25-23456789Task3ComplainingAboutimproperpacking假设你是美国辛普森公司（H.Simpson&Co.Ltd.；Address：98SouthStreet,Boston,USA；Tel：86-36-12345；Fax：86-36-67890；E-mail:SmithEvans@SCL.com）进口部的经理SmithEvans，发现收到的玩具有部分损坏，随即向江苏省扬州亚伦玩具进出口有限公司的销售经理Allen（YangzhouArronToyImport&ExportCo.Ltd.;Address：68XiaobeiRoad,Yangzhou225100,Jiangsu,China；Tel：86Fax：86E-mail:Allen@A）投诉此事。Sample3From:SmithEvans@SCL.comSent:Wednesday,Nov.3rd,201710:01AMTo:Allen@ASubject:ToysunderOrderNo.318DearMrAllen，WearewritingtoinformyouthatthetoyscoveredbyourorderNo.318arrivedinsuchanunsatisfactoryconditionthatwehavenochoicebuttolodgeaclaimagainstyou.Afterunpackingthegoods,wearesurprisedanddisappointedtofindthat10%ofthemarebrokenandsomearebadlyscratched,whichyoucanseefromthepicturesweattached.Obviouslyitwasattributedtoimproperpacking.Sample3Therefore,wecannotofferitforsaleatthenormalpriceandsuggestthatyoumakeusanallowanceof20%ontheinvoicedprice.Thisistheamountbywhichweproposetoreduceoursellingpriceorweshallhavetoreturnthegoodstoyouforreplacements.Theextrafreight,ofcourse,willbeforyouraccount.Wehopeyouwillgivethismatteryourmostfavorableconsiderationandweawaityourpromptreply.Yoursfaithfully,SmithEvansH.Simpson&Co.Ltd.Address：98SouthStreet,Boston,USA；Tel：86-36-12345；Fax：86-36-67890；Task4Reply—SuggestingaclaimtotheshippingcompanyAllen,salesmanagerofYangzhouArronToyImport&ExportCo.Ltd,receivedtheletterandthoughtitwasnottheseller’sfault.Hewritesalettertothebuyer,suggestingaclaimtotheshippingcompany.Sample4From:Allen@ASent:Wednesday,Nov3rd,2017-16:30To:SmithEvans@SCL.comSubject:YourclaimonOrderNo.318DearSmithEvans，WeregrettolearnfromyourletterthismorningthatthetoysunderyourorderNo.318arrivedinanunsatisfactorycondition.Sample4Ifwewereatfaultwewouldcertainlyagreetoyourproposal.ButthefactwasthatourgoodswerecarefullypackedbyexperiencedworkersasperthecontractstipulationsandsentoutinperfectconditionasshownbyacopyofthecleanB/Lwejustfaxedtoyou.Inviewoftheabove,wearesurethedamagewasmadethroughcarelesshandlingduringthetransit.Therefore,wesuggestyouhadbetterfileaclaimatonceagainsttheShippingCompany.Owingtoourlongtermbusinessrelations,ifyousendusthepapersshowingexactconditionstheconsignmentarrivedatyourport,we’dliketotakeupthematterforyouandhelpyouobtaincompensationfromtheShippingCompany.Sample4Wearewaitingforyourreply.Bestregards，AllenYangzhouArronToyImport&ExportCo.Ltd.Address：68XiaobeiRoad,Yangzhou225100,Jiangsu,China；Tel：86Fax：86etter1Letter2Letter3Letter425Morelettersforreference26TypicalExpressions●Wehavetocomplaintoyouaboutthedelayinshipmentwhichhascausedusmuchtrouble.我们必须向你们投诉，装运延迟给我们带来了很多麻烦。●WeregrettohavetocomplainaboutthelatedeliveryofthegoodsunderourOrderNo.123.很遗憾，我们必须向你方投诉123号订单货物的发货延迟。●wehavetolodgeacomplaintagainstyoufortheinferiorquality.我们不得不就质量低劣问题向贵方投诉。

Makingcomplaintsorclaims●Wegreatlyregrettosaythatthegoodsarenotinaccordancewithyoursample.非常遗憾，到货的确与样品不完全相同。●WeregretthatyoustillrefusetoestablishL/Cforthependingcontractinspiteofourpressingforexecutiontimeandagain.

很遗憾，尽管我们数次催促，你方始终拒绝为尚未完成的合同开立信用证。●Aftercheckingthegoodsagainstyourinvoice,wediscoveredaconsiderableshortageinnumber.经过对照发票查对之后，发现数量少了很多。ExplainingthereasonsforthecomplaintorclaimLOREMIPSUMDOLOR●ThesurveyreportissuedbyCCIBisforwardedandyourearlysettlementisrequest