《现代商务函电写作的基本知识》-Transaction situation 10 claim and settlement

ContentsLearningObjectives学习目标WorkTask工作任务Howtowrite如何写

ExampleTransactions操作示范12433CompetencePractice能力训练5一、LearningObjectives（学习目标）Ability’sobjective：Canwritetheletteroflodgingaclaimandsettlingaclaim.Knowledgeobjective：Befamiliarwiththewordsandexpressionsrelatedthetopicofclaimandsettlement.上次交易情境复习到2011年2月份时，加拿大市场对全棉运动上衣需求较旺盛，Ellen由于还未收到Victor有关装运通知，因此就写信函敦促Victor方能尽快装运，并且提醒Victor离合同规定最晚装运时间不多了，如果由于延迟装运导致的损失将要由对方赔偿，希望能尽快装运，并对其合作表示感谢。Victor方收到Ellen的信函后，也加紧了生产的步伐，终于在修改好信用证后一个多月完成了生产，办好了相关的程序准备去装运，请你以Victor的名义写一封装船通知的信函给Ellen，要求如下:

1.告知Ellen货物已经装上“和平号”船，于2月15号由上海开往蒙特利尔，大约将于3月10日到达目的港。2.并且附上这批货物的装运单据一套，包括提单三份、商业发票、装箱单、保险单及原产地证各一份。3.希望船只能够及时到达目的港。

二、WorkTask1（工作任务一）货物经过近一个月的海运，终于到达了目的港。收到货物后，经过检查，Ellen一方发现货物有问题，请你以Ellen的名义写一封索赔函，具体要求如下：

1.告知Victor货物已经收到。2.但是经过检查，发现有3箱货物纸箱破裂，300件衣服受损厉害，损失已无法挽回。3.我方已要求相关检验机构进行检验并出具了相应的检验报告，检验报告表明导致损失的原因是使用的包装不当，因此，我方向你方提出索赔。具体索赔要求如下：

1)受损货物价值5844美元；

2)商检费100美元共5944美元。4.随函附上检验报告，检验报告号为CCS8926。5.希望早日理赔。二、WorkTask2（工作任务二）

Victor收到Ellen的索赔函后，立即向领导报告，并写了一封回函，内容包括：

1.已收到索赔函，对于信中所提问题表示遗憾。2.将进行调查，并在近几日给予答复。3.再次表示歉意。二、WorkTask3（工作任务三）经过调查，Victor很快通过信函的形式把调查结果告诉了Ellen方。请你以Victor的名义写一封理赔的信函给Ellen，具体要求如下：

1.对其货物产生的问题再一次表示遗憾。2.经过调查，发现纸箱受损是由于这3箱没有按合同要求使用三层瓦楞纸箱进行包装，这是由于我方工厂员工的疏忽。3.愿意赔偿对方提出的5944美元的索赔。4.希望这次的小问题不会影响到双方将来的继续合作。三、Howtowrite（如何写）

Duringtheprocessofacontractexecutionininternationaltrade,ifonepartydoesnotperformthecontract(forexample,non-delivery,laterdelivery,non-payment,etc.)orthegoodsdeliveredareshortinweight,notinconformitywiththesampleorsimplylost,theotherpartywhosufferslosseshastherightstocomplainorclaimaccordingtotherelevanttermsinthecontract.

Complaintsorclaimscouldbesettledthroughamicablediscussionbybothparties.Incasenosettlementcanbereachedbetweentwoparties,thecaseunderdisputescanbesubmittedforarbitrationtobeheldinthecountrywherethedefendantresidesorthethirdcountryagreedoninthecontract.Thearbitralaward(裁决书)isacceptedasfinalandbindinguponbothparties.Thearbitrationfeesshallbebornebythelosingparty.Introduction(简介)

Inwritingletterstalkingaboutcomplaintsorclaims,thefollowingpointsmaybeincluded:1.receiptofgoods.2.detailsofthecomplaintorclaim.3.suggestionforsettlement,suchasrequestforreplacement,delivery,orcompensation.4.expectationofpromptattentionorearlyreply.2.Writingskills(写作技巧)(1)Inwritinglettersreplyingtocomplaintsorclaims,thefollowingpointsmaybeincluded:A.Agreetothecomplaintandsettletheclaim:1.receiptoftheletterandregretatthecomplaintorclaim.2.acceptanceoftheclaim.3.apologizefortheinconvenienceorclaim.B.Disagreetoacceptthecomplaintandsettletheclaim:1.receiptoftheletterandregretatthecomplaintorclaim.2.disagreementtothecomplaintorclaimandreason.3.suggestionforsettlementifany.4.expectationforfuturebusiness.2.Writingskills(写作技巧)(2)3.TypicalExpressions(常见表达方式)Forlettersofraisingclaimsagainsttheseller(向卖方提出索赔信函常用表达句型):Writingsteps（写作步骤）Typicalexpressions（常用表达句型）1.说明已收到货物1.Wethankyouverymuchfordeliveringthe…underourContractNo.…感谢你方交运……合同项下的……货物,2.Wereceivedthismorningthe20cartonsof…underourorderNo.…onboardS.S.…

我们今早收到由……号轮运来的……订单项下的20箱……。

2.提出索赔并说明索赔的原因1.WeregrettoinformyouthatCaseNo.36isbroken.Thecontentsareseriouslydamagedowingtoimproperpacking.

很遗憾地通知你方，36号箱子破了。由于包装不当，里面货物严重受损。

2.Wefoundthequalityisnotinconformitywithwhatwestatedinthecontract.我们发现货物质量与合同规定的不一致。3.Wefeelitregrettablethatonly97caseswerereceivedbyus.

很遗憾我们只收到97箱。

4.Whenweopenedthiscasewefounditcontainedcompletelydifferentarticles.打开这个箱子，我方发现里面的货物完全不对。3.提出解决索赔的建议、办法或要求1.Wemustaskyoutoarrangeforthedispatchofreplacementsatonce.

我方要求你方立即安排发运替换品。

2.Wecannothelpfilingaclaimagainstyoufortheinvoicevalueandinspectioncharges.我们只能向贵方提出索赔，索赔额为发票金额加上检验费用。

4.表示希望对方及时解决或告知处理办法1.Welookforwardtoyourearlysettlement.

我们希望你们能早日理赔。

2.Yourearlyclarificationandsettlementofthecasewillbeappreciated.

如你方能尽早澄清此事，及早解决，我们将不胜感激。

3.TypicalExpressions(常见表达方式)Forlettersinreplytothelettersraisingclaims(回复索赔信函常用表达句型):Writingsteps（写作步骤）Typicalexpressions（常用表达句型）1.对该索赔事件表示遗憾1.Thankyouforyourletterof...anditismuchtoourregretthatwehear...感谢贵方……的来函，从函中我们很遗憾地得知……

2.Weweregladtoknowthattheconsignmentwasdeliveredpromptly,butitwaswithmuchregretthatweheardCaseNo.40didnotcontainthegoodsyouordered.

很高兴得知，货物按时运到了，但很遗憾得知40号箱所装货物不是你方订购的货。

2.说明调查的结果1.Aftergoingintothematterwefindthat...在深入调查事件后我们发现……2.Basedontheimmediateinvestigationwemade,itisbelievedthatthelossisdueto....在立刻展开调查后,我们相信这次损失是由……造成的｡3.表示将如何解决索赔1.WeregretforthelossesyouhavesufferedandagreetocompensateyoubyUSD15,000.00.

对你方所遭受的损失我方深表遗憾，同意赔偿15,000美元。2.Wearepreparedtocompensateyouby10%ofthetotalinvoicevalue.我方打算赔偿你方发票价值的10%。3.Thereforewefindnogroundstocompensateyoufortheloss.因此本方认为我们没有理由赔偿贵方的此项损失｡4.Thegoodsinquestionwereinfirst-classconditionwhentheylefthere,aswasevidencedbytheBillofLading.Yourclaimshouldbereferredtotheinsurancecompany.

该货物离开这里时状况良好，这有提单为证。你方应向保险公司索赔。四、SpecimenLetters(操作示范函)March15,2011DearVictor,Wethankyouverymuchfordelivering10,000piecesofCottonBlazerunderourContractNo.C-CB08.TheconsignmentarrivedonMarch10,2011.Toourregret,oninspectionwefoundthatthreecartonsoftheconsignmentshadburstandthe300piecesofCottonBlazerareseriouslydampedanddirty,whicharequiteunsalable.Weproceededtohaveasurveyreportmade.Thereporthasnowconfirmedourinitialfindings.Thereportindicatesthatthelosswasduetotheuseofsubstandardbagsforwhich,thesuppliers,areresponsible.Therefore,wewouldliketolodgeaclaimagainstyouasfollows:1)ThevalueofthedamagedconsignmentsUSD5844;2)SurveychargesUSD100;TotalclaimedUSD5944WeenclosesurveyreportNo.CCS8926andlookforwardtoearlysettlementoftheclaim.Yoursfaithfully,EllenEncl.WorkTask1

1.inspection检验

commodityinspection商品检验

InspectionCertificate检验证书

2.unsalable无法销售的3.proceedv.

进行，继续4.surveyreport检验报告5.initialfindings最初的检验结果6.substandard次于……的7.lodgeaclaimagainstsb.向某人提出索赔为某事向某人提出索赔可以表示为：lodge/raise/file/issue/makeaclaimwith/againstsb.forsth.e.g.Welodgeaclaimagainstyouforshortdeliver.

由于货物不足，我们向你方提出索赔。8.settlementoftheclaim理赔NewWords1.Wethankyouverymuchfordelivering10,000piecesofCottonBlazerunderourContractNo.C-CB08.感谢你方交运C-CB08号合同项下的10000件全棉运动上衣。2.Wewouldliketolodgeaclaimagainstyouasfollows:我方向你方提出索赔，索赔如下：……3.Welookforwardtoearlysettlementoftheclaim.

我们希望你方早日理赔。Notes四、SpecimenLetters(操作示范函)March16,2011

DearEllen,ThankyouforyourletterofMarch15,2011anditismuchtoourregretthatwehearthreecartonsofthedamagedCottonBlazer.Inordertoknowthefactandmeetyoursatisfaction,wewouldliketolookintothematterfirst.Wewillinformyouatanearlydate.Yourssincerely,VictorWorkTask2

lookinto调查

e.g.Afterlookingintothematter,wefinddamagewascausedbycarelesshandlingatthedock.

经调查，损坏系码头作业不小心所致。NewWordsThankyouforyourletterofMarch15,2011anditismuchtoourregretthatwehearthreecartonsofthedamagedCottonBlazer.感谢贵方2011年3月15日的来函，从函中我们很遗憾地得知有3箱全棉运动上衣受损。Notes四、SpecimenLetters(操作示范函)March18,2011

DearEllen,

Re:3cartonsofdamagedCottonBlazerunderContractNo.C-CB08Thankyouforyourletterof15Marchinwhichyoulodgeaclaimfor300piecesofCottonBlazerdamaged.Wewishtoexpressourdeepregret

atthisincident.Wehavecheckedwithourwarehouseanddiscoveredthatpartofyourconsignmentwasnotpackedintriple-layercorrugatedcartonasspecifiedinthecontract.Thiswasduetothenegligenceofourwarehousestaff.Wearemostconcernedtomaintainourlong-standingtradingrelationship.WethereforeencloseachequeforUSD5944infullandfinalsettlementofyourclaim.Wetrustthatthisunfortunateerrorwillnotadverselyaffectourfuturerelations.Yourssincerely,VictorWorkTask3

1.check检验，核对

checkwith与……进行核对

2.warehouse货仓

3.specify明确说明或详细指明

e.g.WereferyoutoContractNo.824whichspecifiedpaymentbysightL/C.我们提醒你方，824号合同中规定用即期信用证付款｡4.negligence疏忽

5.staff职员

6.maintainourlong-standingtradingrelationship维持我们长期的贸易关系

7.adversely不利地，相反地NewWords五、CompetencePractice（能力训练）A.FromEnglishtoChinese:(1)Ⅰ.Translatethefollowingterms:向某人提出索赔1lodgeaclaimagainstsb.

2InspectionCertificate

检验证书3surveyreport

检验报告4settlementoftheclaim5inferiorquality理赔品质不良A.FromEnglishtoChinese:(2)不妥包装6improperpacking

7inspectioncharges

检验费8ForceMajeure

不可抗力9compensation

10shortdelivery补偿，赔偿短装lodgeaclaim1提出索赔2调查此事investigate/lookintothematter3接受索赔acceptaclaim4状况良好ingoodcondition5理赔settleaclaimB.FromChinesetoEnglish:(1)arbitrationclause6仲裁条款7无法销售的unsalable8破损breakage9所交之货与样品不符discrepancybetweenthegoodsdeliveredandthesamples10短重shortweightB.FromChinesetoEnglish:(2)A.FromEnglishtoChinese:(1)很遗憾地通知你方，36号箱子破了。由于包装不当，里面货物严重受损。

1.WeregrettoinformyouthatCaseNo.36isbroken.Thecontentsareseriouslydamagedowingtoimproperpacking.

2.Tooursurprisewefoundthemfarbelowthestandardanddidn’tmeetthesample.

由于这批货短量，我们要对卖方提出索赔。

3.Wewouldliketolodgeaclaimagainstthesellerforshortdeliveryoftheconsignment.

使我们吃惊的是，我们发现货物远达不到标准，比样品差远了。

Ⅱ.Translatethefollowingsentences:A.FromEnglishtoChinese:(2)我方对因此事引起的不便道歉，并决定按你们的提议进行理赔。

4.Weapologizeforanyinconvenienceincurredandhavedecidedtoentertainyourclaimasperyourproposal.

5.WeregretforthelossesyouhavesufferedandagreetocompensateyoubyUSD15,000.00.

对你方所遭受的损失我方深表遗憾，同意赔偿15,000美元。

B.FromChinesetoEnglish:(1)Yourlastshipmentissodisappointingthatwehavetolodgeacomplaintagainstyou.1.你方上次发运来的货物实在让人失望,我方不得不向你方提出索赔｡2.让我方吃惊的是,我们认为它们的质量太差,跟样品不相符合｡

Werequireyoutoreplacethegoodswiththeperfectgoods.3.我方要求贵方用完好的货来调换此货｡

Toourgreatsurprise,wefoundtheyarefarbelowthestandardanddonotmatchthesample.B.FromChinesetoEnglish:(2)

Wemustaskyoutoarrangeforthedispatchofreplacementsatonce.

4.我方要求你方立即安排发运替换品。

5.我们希望你方早日理赔。Welookforwardtoearlysettlementoftheclaim.Ⅲ.TranslatethefollowingletterintoEnglish:敬启者：你们运来的桌布今天抵达。我们发现有两箱完全受潮。因为这个原因，这些桌布受损而不能出售。现退回这两箱，并要求你方补运损坏的货物。希望尽快解决。谨启DearSirs,Yourshipmentoftableclothesarrivedtoday.Wehavefoundtwocartonsofclothsarecompletelywet.Becauseofthis,theitemsweredamagedandcannotbesold.Wewouldliketolodgeaclaimagainstyou.Wearereturningthesetwocartonstoday,andrequestimmediatereplacementofthedamagedgoods.

Welookforwardtoearlysettlementoftheclaim.Yourssincerely,(Signature)Ⅳ.Writealetteraccordingtothefollowingrequirements.

1.定单789号100箱瓷器已收到。2.发现有10只箱子破裂，内装瓷器损坏。3.检验报告证明损坏是不良包装所致。4.要求赔偿损失费及检验费共计5,000美元。DearSirs,