外贸英语函电 课件 第15、16章 索赔和理赔、代理 Agency

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,WeareverysurprisedtolearnfromyourletterofDecember30th,2025thatthegreenbeansdispatchedNovember4,2025werebelowthestandardstipulatedinthecontractandthatyouarereservingtherighttolodgeaclaimagainstus.Naturallywehopethatthetransactionwillbeconcludedtoyoursatisfaction.Nowthatyouhavefoundthequalityofthebeansdonotcomplywiththatstipulatedinthecontract,wewanttohavetheproblemclarifiedwithoutanydelay.Sowehavesentourrepresentativetoyourendtoinvestigatethematterindetail.Wewouldnotgiveanycommentbeforeourrepresentativeinspectsthegoods.Wewillsoonletyouknowthedateofthisvisitandhopeyouwillgivehimyourbestcooperation.Youmaybeassuredthatthematterwillbesettledinareasonablemannertoourmutualbenefits.Yoursfaithfully,第十六章代理Agency

学习目标掌握国际贸易实务中有关代理的专业知识熟悉与代理相关的信函通过操练能够自己动手写作有关信函关键词代理（agency）、销售代理（salesagency）、总代理（generalagent)、代理人（agent)、独家代理（soleagent）代理和代理人代理(Agency)，在国际贸易中主要是指销售代理。出口商与国外的代理商达成协议。由出口商作为委托人，授权代理人代表出口商推销商品、签订合同，由此而产生的权利和义务直接对委托人发生效力。

代理人（Agent)在委托人授权的范围内行事，不承担销售风险和费用，不必垫付资金，通常按达成交易的数额提取约定比例的佣金而不管交易的盈亏。出口商委托代理人销售商品，主要是利用代理商熟悉销售地市场，有广泛的销售渠道。特别需要指出的是，代理人的商誉对商品的销售乃至出口企业的形象有举足轻重的作用。代理示意图代理的种类根据委托人授于代理人权限的不同，销售代理可分为下列几种：总代理(GeneralAgent)：是委托人的全权代表。在指定地区内，代表委托人从事销售活动和其他范围广泛的商务活动。独家代理(ExclusiveAgentorSaleAgent)：在代理协议规定的时间、地区内，对指定商品享有专营权的代理人、即委托人不得在以上范围内自行或通过其他代理人进行销售。一般代理(Agent)：指不享有独家代理专营权的代理商，委托人可同时委托若干个代理人在同一地区推销相同商品。独家代理协议

规定有专营权的代理协议，即为独家代理协议。其主要内容如下：1.双方的基本关系出口方与代理商之间的关系是委托代理关系。代理人应在委托人授权范围内行事，并应对委托人诚信忠实。委托人对代理人在上述范围内的代理行为，承担民事责任。2.代理的商品、地区和期限委托人对代理人的授权中，应明确说明代理销售商品的类别和型号，独家代理则必须明确其业务的地理范围，并约定代理协议有效期限，或者规定中止条款。3.专营权在上述范围内，委托人承诺所指定的独家代理为唯一同买主进行交易的中间商，若委托人与买主直接发生交易，仍应按交易金额向独家代理支付佣金，是否授予专营权是独家代理与一般代理的主要区别。独家代理协议1.佣金条款代理协议中必须规定佣金率、支付佣金的时间和方法。佣金率可与成交金额或数量相联系。2.最低成交额独家代理通常承诺最低成交数量或金额。若未能达到该数额，委托人有权中止协议或按协议规定调整佣金率。

3.商情报告代理人有义务向委托人定期或不定期提供商情报告，以使委托人了解当地的市场情况和代理人的工作业绩。能否提供合理的商情报告是考核代理人的重要依据。代理相关往来信函

代理是对外贸易经营方式之一，即买方将一种或一类商品在一定时期内对一定地区的出口，委托国外商人代销的经营方法。代理商享有专营权利，并承担一定数量的承销业务，根据委托人指定或经双方同意的价格及条件代为推销，收取佣金。拟写业务代理函电，要树立开拓和培育国际市场的强烈意识，掌握代理时机，与代销商保持紧密联系。代理商的资信情况和其市场前景，是商务人员拟写函电前必须掌握的。本节内容主要介绍如下几种与代理相关的信函：寻求代理自荐代理资信调查同意代理拒绝代理申请寻求代理信件

DearSirs,Ourcompanymanufacturesarangeofcarpetspossessingexquisiteworkmanshipandnumerousstyles,andavailableinfullsizes.Thecarpetswearedealingarewool,silk,andartificialsilkhand-knottedcarpets;woolandartificialsilkfull-cutcarpets;woolandcottonhookedcarpets;differentmachine-madecarpets.Thewoolandpuresilkcarpetsareelaboratelymadeoffinespunsilk,andsuperiornaturalwool.Ourcarpetswithsophisticateddesigns,elegantpatternsandbeautifulcolorswillbeatyourselectionandmeettheneedforthewholeworld.Withthesteadyincreaseindemandforourproductsinnewmarkets,wearethereforelookingforasoleagenttorepresentus.Theagentmustbefullyconversantwiththetechnicalsideofthecarpetsandhaveacomprehensiveunderstandingofallthefeaturesoftheline.IfyouareinterestedinrepresentingusinNewYork,pleasecontactus.Yoursfaithfully自荐独家代理信函

DearSirs,RE:ASKINGFORACTINGASAGENTFORELECTRICLIGHTERSForthepastfiveyears,wehavebeensellingyourelectriclighterstothewholesalersandbigdealerslocatedeverywhereinPakistan.Customersarequitesatisfiedwithyourproducts,astheirstylesandcoloursaresuitedtothemarkets.Wehavealreadysetupalotofsolidbusinessrelationsandhavehadexcellentbusinessperformance.KnowingthatyougavenoagentinPakistan,weare,herewith,recommendingourselfasyouragent.Foryourreference,wesuggesttosignasoleagencyagreementwith3yearvalidity.Theannualsellingquantitieswillbeinorderof50000lighters,60000lightersand70000lightersrespectively.Wewilltake15%commissionfromourconcludedtransactions.Wewillnotruntheotherforeignsimilarandcompetitiveproductswithinthevalidityofthisagreement.Ifyouagreetoacceptusasyoursoleagent,wewilltryourbesttopromoteyourproductsonthemarketsinPakistanandmakefurtherstudyforthismatter.Yourquickresponsewillbehighlyappreciated.Yoursfaithfully

资信调查函

DearSir,Kee&Co.,LtdKee&Co.,Ltdhaslatelyapproachedus,askingiftheycouldrepresentusasasoleagencyinthemarketingofourhouseholdlines,andhasreferredustoyourBankfordetailedinformationaboutitscreditstanding,businesscapacityandcharacter.Weshallappreciateitifyouwillgiveusyourfrankopiniononthesepointsregardingthecompany.Anyinformationyoumaygiveuswillbetreatedstrictlyinconfidence.Weassureyouofourreciprocatingyourcourtesyatanytime.

Yourssincerely,同意代理申请DearMr.Smith：

Thankyouforyourletterof20Mayproposingasoleagencyforourofficemachines.Wehaveexaminedourlongand,Imustsay,mutuallybeneficialcollaboration.WewouldbeverypleasedtoentrustyouwiththesoleagencyforBahrain.Wehavedrawnupadraftagreementthatisenclosed.Pleaseexaminethedetailedtermsandconditionsandletusknowwhethertheymeetwithyourapproval.Onapersonalnote,ImustsaythatIamdelightedthatweareprobablygoingtostrengthenourrelationship.IhaveverypleasantmemoriesofmylastvisittoLondonwhenyouentertainedmesodelightfully.IlookforwardtoreciprocatingonyournextvisittoBeijing.

Yourssincerely,拒绝代理申请函

DearSirs:Thankyouforyourletterof20Maysuggestingthatwegrantyouasoleagencyforourhouseholdlines.Iregrettosaythat,atthisstage,suchanarrangementwouldberatherpremature.Wewould,however,bewillingtoengageinatrialcollaborationwithyourcompanytoseehowthearrangementworks.Itwouldbenecessaryforyoutotestthemarketforourproductsatyourend.Youwouldalsohavetobuildupamuchlargerturnovertojustifyasoleagency.Weenclosepricelistscoveringalltheproductsyouareinterestedinandlookforwardtohearingfromyousoon.

Yourssincerely,代理信函常用句型Wearewillingtopushthetradeinyourmachines,andhopeyouwillgiveusthesoleagencyforourplace.我们希望为贵公司拓销机械，请将你司在本地的独家代理赋予敝公