外贸英语函电 课件 第十五章 索赔和理赔CLAIMS AND ADJUSTMENTS

第十五章 索赔和理赔

CLAIMSANDADJUSTMENTS学习目标掌握国际贸易实务中有关货物索赔和理赔的专业知识熟悉与货物的索赔理赔环节相联系的信函通过操练能够自己动手写作有关信函关键词索赔（claim）、理赔（settlementofclaim）索赔（Claim）定义和类别索赔（Claim），是指在进出口交易中，因一方违反合同规定直接或间接给另一方造成损失，受损方向违约方提出赔偿请求，以弥补其所受损失。当违约的一方受理对方提出的赔偿要求即为理赔（Settlement/Adjustment）。索赔应该负责的对象主要有:卖方seller买方buyer船公司（或承运人）shippingcompany/carrier保险公司insurancecompany/theinsurer承运人责任和保险公司责任船公司（或承运人）的责任：①数量少于提单载明的数量；②收款人持有清洁提单而货物发生残损短缺。

保险公司的责任：①在承保范围以内的货物损失；②船公司（或承运人）不予赔偿的损失或赔偿额不足以补偿货物的损失而又属承保范围以内的。

如果损失的发生牵涉到几方面：案例：保险的货物到达目的港后发生短卸，由于船公司对每件货物的赔偿金额有一定的限制，往往不能赔足，其不足部分就应由保险公司负责。这里涉及船公司和保险公司两方面，因此收货人应向船公司和保险公司同时提出索赔。

卖方责任和买方责任卖方的责任：①货物品质规格不符；②原装货物数量短少；③包装不善致使货物受损；④延期交货；⑤卖方不符合合同条款规定的其他行为致使买方受到损失。买方的责任：①付款不及时；②订舱或配船不及时（指按F．O．B．条款成交的合同）或延迟接货；③买方不符合合同条款规定的其他行为致使卖方受到损失。索赔方式

在合同的执行过程中，签约双方应该严格履行合同义务。任何一方如果不能履约就会给另一方带来麻烦，有时还会使另一方遭受经济损失。一旦发生这种情况，受损方有权根据合同规定要求责任方赔偿或是采取补救措施。关于解决索赔的办法，一般合同只作笼统的规定。但如果需要，可由买卖双方商定具体办法，如整修、换货或退货还款等，也可规定赔偿一定的损失和费用。抱怨索赔信函

抱怨、索赔信函的目的是为了获取更好的服务，对已出现的问题求得尽快的、妥善的解决。它通常是买方由于对收到的货物不满而书写，正当的抱怨、索赔理由可以如下：货物未按时到达；货物虽抵达，但与订单所载不同；货物有损毁现象；货物数量短缺或多余；货物质量与样品不符；服务不合理以及收费过高等，。

索赔信函书写书写抱怨、索赔信函时，不妨开门见山列出原先双方同意的条件，然后列举事实以表示有何不满，以及为什么不满，最后提出解决的方法。内容应明确、清楚、有理，语气要简洁、坚决。避免使用愤怒和使对方过于难堪的措辞（除非你所抱怨的问题反复发生，且多次投诉而毫无结果）对于抱怨、索赔信函，最得要的是给予及时、迅速和明确的答复。若问题出现确属自己的责任，应立即设法纠正或谋求解决的方法，保持同客户友好的合作关系；若一时没有定论，也应先回复来信，告知对方正在调查，设法弥补；万一遇到不合理的要求应心平气和、态度礼貌地指明，以求给对方留下良好印象，促使问题尽快解决。买方由于短重而要求索赔

DearSirs,

Re:OurOrderNo.675for10M/TChemicalFertilizer

WehavejustreceivedtheSurveyReportfromShanghaiCommodityInspectionBureauevidencingthatthecaptionedgoodsunloadedhereyesterdaywasshortweightedby1120kg.Athoroughexaminationshowedthattheshortweightwasduetotheimproperpacking,forwhichthesuppliersshouldbedefinitelyresponsible.OnthebasisoftheSCIB’sSurveyReport,weherebyregisteraclaimwithyouforGBP270.00inall.WeareenclosingtheSurveyReportNo.(98)607andlookforwardtosettlementatanearlydate.

Yoursfaithfully,关于交错货的索赔信

DearSirs,Re:OurOrderNo.565Wedulyreceivedthedocumentsandtookdeliveryofthegoodsonarrivalofs/sPrinceatHamburg.Wethankyouforyourpromptexecutionofthisorder.EverythingappearstobecorrectandingoodconditionexceptincaseNo.3.Unfortunatelywhenweopenedthiscasewefounditcontainedcompletelydifferentarticles,andwecanonlypresumethatamistakewasmadeandthecontentsofthiscasewereforanotherorder.Asweneedthearticlesweorderedtocompletedeliveriestoourowncustomers,wemustaskyoutoarrangeforthedispatchofreplacementsatonce.WeattachalistofthecontentsofcaseNo.3,andshallbegladifyouwillcheckthiswithourOrderandyourcopyofyourInvoice.Inthemeantime,weareholdingtheabove-mentionedcaseatyourdisposal,andpleaseletusknowwhatyouwishustodowithit.Yoursfaithfully关于质量低劣的索赔信DearSirs,

ThegreenbeansunderS/CNo.AB046dispatchedonNovember4,2008havearrivedatourportyesterday.TheCommodityInspectionBureauhascarefullyexaminedthequalityofthebeans,andweregrettosaythattheyfounditisfarbelowthestandardstipulatedintheS/C.ThecoveringInspectionCertificateisgoingtobeairmailedtoyouassoonasitcomestohand.Wehopeyouwilllookintothematteratonceandtakeimmediatemeasurestocorrectthemistakesandensurethatnothinglikethiswillhappeninthefuture.Theinferiorqualityofthesebeanshascausedconsiderabledifficultytousanditishardforustodisposeofit,evenataratherlowprice.Wethinkwecanreservetherighttolodgeaclaimagainstyouforthelosswehavesuffered.Yoursfaithfully,关于货物受损的索赔信

DearSirs,Re:YourS/CNo.2A-667BWehavebeeninformedbyouragentsinBeijingthat200TeaSetsundertheaboveS/CbyS/SGreatWallarrivedatPortAmsterdamonJuly8.Muchtoourregret,about20%ofthepackageswasseriouslydamagedwithcontentsshatteredtopiecesandtheouterbandsbroken.Weimmediatelyinvitedqualifiedsurveyorstothespottolookintothecase,andtheirfindingsshowthatthiswasduetopoorpacking.Adetailedsurveyreportwillbedispatchedtoyousubsequenttotheirfurtherstudyofindividualcase.InaccordancewiththestipulationsoftheaboveSalesConfirmation,wethinktheteasetsshouldhavebeenpackedinstrongseaworthywoodencasessuitableforlongdistanceoceanvoyages.Weareobligedtoholdyouareresponsibleforthedamageandclaimonyouforthecompensationforthelossthusincurred.Meanwhileourbuyersareurgingustosettlethecaseimmediately.Therefore,wewouldlikeyoutoinformusofwhatyoudecidetodoregardingourlosses.Weareawaitingyourpromptreply.Yoursfaithfully,对索赔的回复对于抱怨、索赔信函，给予及时、迅速和明确的答复非常重要。若问题出现确属自己的责任，应立即设法纠正或谋求解决的方法，保持同客户友好的合作关系；若一时没有定论，也应先回复来信，告知对方正在调查，设法弥补；万一遇到不合理的要求应心平气和、态度礼貌指明，以求给对方留下良好印象，促使问题尽快解决。此类信件大致可以分成以下两类：1）接受顾客要求并致歉2）调整或拒绝客户的要求回信（1）接受顾客要求并致歉在商业往来中，无论怎样小心，总免不了出现失误。然而，失误本身并不可怕，重要的是勇于承认并诚心致谦。书写此类解决投诉信件时应注意：首先道歉，并说明正在采取或准备采取的纠正失误的措施；若有可能，说明产生失误的原因；不要保证以后再不失误，出错是难免的，仅仅说明将尽可能减少失误率。主动、乐观、礼貌地结束信件。希望失误能被原谅，并恢复正常贸易关系。接受客户的短重索赔要求并致歉DearSirs,Re:YourClaimforshortweightWithreferencetoyourclaimNo.145forashortweightof1120kgchemicalfertilizer,wewishtoexpressourmuchregretovertheunfortunateincident.Afteracheck-upbyourstaff,itwasfoundthat28bagshadnotbeenpackedin5-plystrongpaperbagsasstipulatedinthecontract,thusresultinginthebreakageduringtransit,forwhichwetenderourapologies.Inviewofourlong-standingbusinessrelations,wewillmakepaymentbycheckforGBP270.00,theamountofclaim,intoyouraccountwiththeBankofChina,uponreceiptofyouragreement.Wetrustthatthearrangementwehavemadewillsatisfyyouandlookforwardtoreceivingyourfurtherorders.Yoursfaithfully,回信（2）调整或拒绝客户的要求

顾客并非总是正确的。有时，他们会发出含糊的订单，要求获得不应得的折扣，或退回无法再行出售的订货等。解决此类抱怨或索赔，应注意以下几点：信中应强调造成误解的原因。巧妙地表达你可接受和不可接受的要求，应委婉但坚决地拒绝对方不合理的要求；劝说客户接受你的建议或折衷方案，努力保持彼此间的合作和支谊。委婉拒绝客户的货损索赔DearSirs,Wefeeldeeplysorrythatthe200teasetsundertheS/CNo.432byS/SGreatWallarrivedatPortAmsterdamonJuly8with20%ofthepackagesdamagedasmentionedinyourletterofOctober11,2025.Youmaybeawarethatourteasetshavebeensoldinanumberofmarketsabroadforquitealongtime,andallourcustomershavebeensatisfiedwithourpacking.Eachshipmentofourexportsisstrictlyinspectedbyourshippingdepartmentsbeforeloading,andeachpackageissubjecttoacarefulexamination.Sowethinkthatthegoodswereinperfectconditionwhentheywereshipped,andindividualpackageswereclearlymarkedwithHandleWithCare,Fragileandothernecessarycaremarks.ThecleanB/Lsupportsthesefacts.Aftergoingintothemattercarefully,weestimatethatdamagemightbeduetoroughhandlingintransportationorduringloadingandunloading.WeconsideritamatterforyoutotakeupwiththeshippingcompanyortheinsurerswhohavecoveredyouonthesaidconsignmentagainstRiskofBreakage.Theresponsibilityshouldrestwitheitherofthepartiesconcerned.Consequently,wefindnogroundtocompensateyoufortheloss.Yoursfaithfully,针对客户的索赔还无法下定论DearSirs,Weareverysurprisedtolea