外贸函电 第4版 课件 414FBC-4nd Edition-Unit 14 索赔与理赔

外贸函电FOREIGNBUSINESSCORRESPONDENCEUnit14ClaimandSettlement

索赔与理赔14.1Introduction（简介）目的：掌握在发生损失时，如何进行索赔和理赔信函的处理。

跨境电商交易与传统贸易相比有显著差别，其独特性和复杂性，使得跨境电商面临的法律风险更加复杂多元。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。受损方所采取的这种行动称之为“索赔”（Claim）；责任方就受损失一方提出的要求进行处理，叫做“理赔”（Settlement）。

索赔时，应根据事实和有关证明分清责任，向责任方、轮船公司(ShippingCompany)或保险公司(InsuranceCompany)提出索赔；理赔时，应根据事实和有关证明，该赔则赔，不该赔则拒绝赔偿。

在国际贸易业务中，当因进口方拒开或迟开信用证、不按时派船或无理毁约而致使出口方遭受损失时，就会发生出口方向进口方索赔的情况。更为常见的情况是进口方向出口方提出索赔。

例如，当进口方在收货时发现货物破损或者货物的质量不符合合同规定要求等问题时，进口方就会向出口方提出索赔。在书写索赔及理赔信函时，应注意以下几点：迅速及时。索赔必须在（合同规定的）索赔期限内提出，否则对方有权不予受理。理赔者对索赔期内提出的索赔要求，应予重视，按照国际惯例迅速进行调查研究，弄清事实，并及时给予答复。详细明确。索赔时往往会信函与电报、电传或传真并用。为争取时间，首先发出电报、电传或传真，明确提出要求，紧接着通过发送信函来详细申述理由以使对方信服，必要时或根据合同规定，附以有关证件（如检验证明等）来支持信函中提出的论点和要求。提出的要求或解决办法一定要明确，切忌含糊其词。语气婉转。书写索赔信函时，说理要充分，信心要坚定，语气要客气婉转而不失礼貌。处理索赔事件时，要防止感情用事，避免情绪激动。激动的情绪非但无助于问题的解决，而且还会起反作用。14.2WritingSkills（写作技巧）索赔信函的写作步骤及常见表达方式：写作步骤表达方式（1）对货物提出索赔，并表示遗憾Muchtoourregret,about…（对提出……表示遗憾。）Weregrettosaythat…（我们很遗憾地告知……。）Weregrettoinformyouthatthegoodsreceiveddonotmeetthespecificationsagreedinthecontract.（很遗憾通知您，收到的货物不符合合同约定的规格。）

写作步骤表达方式(2)说明要求索赔的原因WehavejustreceivedtheSurveyReportfrom…evidencingthat…（我们已经收到由……开来的检验报告，证明……。）Weimmediatelyinvitedqualifiedsurveyorstothespottolookintothecase,andtheirfindingsshowthat…（我们立即邀请专业检验人员到现场检查，结果表明……。）Theshipmentisoverdueby10days,whichhascausedsignificantdisruptiontoourproductionschedule.

（货物已延迟10天，严重影响了我们的生产计划。）Theactualquantitydeliveredis50unitsshortoftheordered500units.

（实际交付数量比订单的500件少了50件。）（3）说明由此而造成的不便，并请求对方解决Theinferiorqualityof…causesusconsiderabledifficultyanditishardforustodisposeofit.（该货物品质不良给我们带来相当大的困难，使得我们很难处理。）（4）提出解决索赔的建议、办法或要求Wemustaskyoutoarrangeforthedispatchofreplacementsatonce.（我们要求你方必须立即替换货物。）Wethinkwecanreservetherighttolodgeaclaimagainstyouforthelosswehavesuffered.（我方保留对你方给我们造成的损失提出索赔的权利。）OnthebasisoftheSurveyReport,weherebyregisteraclaimwithyoufor…inall.（以检验报告为依据，我们在此向你方提出总金额为……的赔偿要求。）（5）表示希望对方及时解决或告知处理办法Weareawaitingyourpromptreply.（盼即复。）WeareenclosingtheSurveyReportandlookforwardtosettlementatanearlydate.（我们随函附寄了检验报告，希望你方能够尽快解决。）Wewouldlikeyoutoinformusofwhatyoudecidetodoregardingourlosses.（对于我方的损失，请贵公司告知你方的处理办法。）回复索赔信函(索赔有理由情况下)的写作步骤

及常见表达方式：写作步骤表达方式（1）对该索赔事件表示遗憾Thankyouforyourletterof…,butitwaswithgreatregretthatweheard…（感谢贵公司……日来函，我们对……事件深表遗憾。）Withreferencetoyourclaimfor…,wewishtoexpressourmuchregretovertheunfortunateincident.（对于你方就……问题的索赔，我们对此不幸事件表示十分遗憾。）写作步骤表达方式（2）说明正在对索赔事件进行调查Ongoingintothematterwefindthat…（经对此事件的调查，我们发现……。）Afteracheck-upbyourstaff,itwasfoundthat…,thusresultingin…,forwhichwetenderourapologies.（经过我方人员的核查后发现由于……问题而导致……，对此我们致以歉意。）（3）表示将对该索赔事件采取解决措施Wehavearranged…atonce.（我们立即采取……解决办法。）Inviewofourlong-standingbusinessrelations,wewillmakepaymentfor…intoyouraccount.（鉴于我们之间长期的业务关系，我们将支付……金额款项给你方作为赔偿。）Weacknowledgetheissueandacceptfullresponsibilityforthequalitydefects.

（我们承认问题，并对质量缺陷负全责。）Afullrefundwillbeprocessedwithin7businessdays.

（我们将在7个工作日内完成全额退款。）(4)对于给对方带来的不便表示歉意Weregrettheinconvenienceyouhavesustained.（对于你方所承受的不便，我方深表歉意。）Pleaseacceptourapologiesforthetroublecausedtoyou.（对于给贵公司带来的不便，请接受我们的歉意。）（5）表示希望此种解决方式能让对方满意Wetrustthatthearrangementthatwehavemadewillsatisfyyou.（相信我们的安排将会使你方感到满意。）

回复索赔信函（索赔没有理由情况下）的写作步骤及常见表达方式：写作步骤表达方式（1）表示收到对方……日索赔信函感到遗憾或惊讶Wefeeldeeplysorrythat…inyourletterof…（贵公司……日来函收悉，对于……事件，我方深表遗憾。）Wearesorrytolearnfromyourletterof…（对于你方……日来函，我方深表遗憾。）（2）经过调查发现该事件另有原因Aftergoingintothemattercarefullyweestimatethat…mightbedueto…（经过认真调查，我们估计……事件可能是由于……原因所致。）Afterreviewingtheevidence,webelievethedamageoccurredafterthegoodsleftourwarehouse.

（经核查，我们认为损坏发生在货物离开我方仓库之后。）Thediscrepancyinquantitywasnotcausedbyourerror,astheshippingdocumentsconfirmthecorrectquantitywasdispatched.

（数量不符并非我方失误，装运单据显示我方已正确发货。）Pleaseprovidetheinspectionreportorphotosofthedamagedgoodsforfurtherinvestigation.

（请提供检验报告或货物损坏照片以便进一步调查。）Wecanassureyouthatthegoodsinquestionwereinperfectconditionwhentheylefthere.WehavethecleanB/Ltosupportwhatwesay.Maybethedamagecomplainedofmusthaveoccurredintransportation.(我们保证该批货物发货时状况良好，有清洁提单证明。由此，该损害可能是在运输过程中产生的。)（3）表示该损失应由其他当事人承担Theresponsibilityshouldrestwitheitherofthepartiesconcerned.（对此损失应该由相关任何一方当事人负责。）Thisbeingthecase,wewouldliketoadviseyoutoclaimontheshippingcompanywhoshouldbeheldresponsible.（对此情况，我们告知你方应向船运公司索赔，应该由其负责。）（4）对该损失再次表示遗憾或提出拒绝赔偿Consequentlywefindnogroundtocompensateyoufortheloss.(由此，我们没有理由向你方赔付。)Wethinkweareapparentlynotliableforthedamage.(显然，我们不应对此损失负责。)

Atanyrate,wedeeplyregretabouttheunfortunateincident.(无论如何，我们对此不幸事件深表遗憾。）如果未能对索赔进行及时、有效的处理，则应立即告知对方信已收到，并说明正在调查此事，以后会给出充分的答复。

回复此类索赔信函的写作步骤及常见表达方式：写作步骤表达方式（1）表示收到对方…日索赔函感到遗憾或惊讶Weareverysurprisedtolearnfrom…（对于…，我方深表惊讶。）（2）表示要对此事件进行澄清或说明Wewanttohavetheproblemclarifiedwithoutanydelay.（我们希望毫不延迟地澄清此问题。）（3）表示正在调查此事Wehavesentourrepresentativetoyourendtoinvestigatethematterindetail.（我们已经派代表到你处详细调查此事。）（4）表示将会给对方合理的答复Youmaybeassuredthatthematterwillbesettledinareasonablemannertoourmutualbenefits.（请相信我方将以互利的方式合理地解决此事。）14.3SpecimenLetters（样函）Letter1：ClaimonwronggoodsDearSirs,Re:OurOrderNo.123Wedulyreceivedthedocumentsandtookdeliveryofthegoodsonarrivalofs/sPrinceatHamburg.Wethankyouforyourpromptexecutionofthisorder.Everythingappearstobecorrectandingoodcondition1exceptincaseNo.3.Unfortunatelywhenweopenedthiscasewefounditcontainedcompletelydifferentarticles,andwecanonlypresumethatamistakewasmadeandthecontentsofthiscase2wereforanotherorder.

Asweneedthearticlesweorderedtocompletedeliveriestoourowncustomers,wemustaskyoutoarrangeforthedispatchofreplacements3atonce.WeattachalistofthecontentsofcaseNo.3,andshallbegladifyouwillcheckthiswithourOrderandyourcopyofyourInvoice.Inthemeantime,weareholdingtheabove-mentionedcaseatyourdisposal4,andpleaseletusknowwhatyouwishustodowithit.Yoursfaithfully,Letter2：AreplytotheclaimonwronggoodsDearSirs,Re:YourOrderNo.123pers/sPrinceThankyouforyourletterofNovember11.Weweregladtoknowthattheconsignmentwasdeliveredpromptly,butitwaswithgreatregretthatweheardcaseNo.3didnotcontainthegoodsyouordered.Ongoinginto5thematterwefindthatamistakewasindeedmadeinthepacking,throughaconfusionofnumbers6,andwehavearrangedfortherightgoodstobedispatchedtoyouatonce.Relativedocumentswillbemailedassoonastheyareready.

Wehavealreadycabledtoinformyouofthis,andweencloseacopyofthetelegram.WeshallbegratefulifyouwillkeepcaseNo.3andcontentsuntilcalledforbythelocalagentsofWorldTransportLtd.,ourforwardingagents,whomwehaveinstructedaccordingly7.Pleaseacceptourapologiesforthetroublecausedtoyoubytheerror.Yoursfaithfully,Letter3：ComplaintforlowqualityDearSirs,ThegreenbeansunderS/CNo.AB046dispatchedonNovember4,2002havearrivedatourportyesterday.TheCommodityInspectionBureauhascarefullyexaminedthequalityofthebeans,andweregrettosaythattheyfounditisfarlowthestandardstipulatedintheS/C.ThecoveringInspectionCertificateisgoingtobeairmailedtoyouassoonasitcomestohand.Wethinkyouwilllookintothematteratonceandtakeimmediatemeasurestocorrectthemistakesandensurethatnothinglikethiswillhappeninthefuture.

Theinferiorqualityofthesebeanshascausedconsiderabledifficultytousanditishardforustodisposeof8it,evenataratherlowprice.WethinkwecanreservetherighttolodgeaclaimagainstyouforthelosswehavesufferedYoursfaithfully,Letter4：AreplytotheaboveDearSirs,WeareverysurprisedtolearnfromyourletterofDecember30th,2002thatthegreenbeansdispatchedNovember4,2002werebelowthestandardstipulatedinthecontractandthatyouarereservingtherighttolodgeaclaimagainstus.Naturallywehopethatthetransactionwillbeconcludedtoyoursatisfaction.Nowthatyouhavefoundthequalityofthebeansdonotcomplywiththatstipulatedinthecontract,wewanttohavetheproblemclarifiedwithoutanydelay.Sowehavesentourrepresentativetoyourendtoinvestigatethematterindetail.

Wewouldnotgiveanycommentbeforeourrepresentativeinspectsthegoods.Wewillsoonletyouknowthedateofthisvisitandhopeyouwillgivehimyourbestcooperation.Youmaybeassuredthatthematterwillbesettledinareasonablemannertoourmutualbenefits.Yoursfaithfully,Letter5：ClaimonthesellerforthedamagedgoodsDearSirs,Re:YourS/CNo.2A-667BWehavebeeninformedbyouragentsinBeijingthat200TeaSetsundertheaboveS/CbyS/SGreatWallarrivedatPortAmsterdamonJuly8.Muchtoourregret,about20%ofthepackageswasseriouslydamagedwithcontentsshatteredtopiecesandtheouterbandsbroken.Weimmediatelyinvitedqualifiedsurveyorstothespottolookintothecase,andtheirfindingsshowthatthiswasduetopoorpacking.Adetailedsurveyreportwillbedispatchedtoyousubsequenttotheirfurtherstudyofindividualcase.

InaccordancewiththestipulationsoftheaboveSalesConfirmation,wethinktheteasetsshouldhavebeenpackedinstrongseaworthywoodencasessuitableforlongdistanceoceanvoyages.Weareobligedtoholdyouareresponsibleforthedamageandclaimonyouforthecompensationforthelossthusincurred.Meanwhileourbuyersareurgingustosettlethecaseimmediately.Therefore,wewouldlikeyoutoinformusofwhatyoudecidetodoregardingourlosses.Weareawaitingyourpromptreply.Yoursfaithfully,Letter6：Areplytotheabove

DearSirs,Wefeeldeeplysorrythatthe200teasetsundertheaboveS/CbyS/SGreatWallarrivedatPortAmsterdamonJuly8with20%ofthepackagesdamagedasmentionedinyourletterofOctober11,2001.Youmaybeawarethatourteasetshavebeensoldinanumberofmarketsabroadforquitealongtime,andallourcustomershavebeensatisfiedwithourpacking.Eachshipmentofourexportsisstrictlyinspectedbyourshippingdepartmentsbeforeloading,andeachpackageissubjecttoacarefulexamination.Sowethinkthatthegoodswereinperfectconditionwhentheywereshipped,andindividualpackageswereclearlymarkedwithHandleWithCare,Fragileandothernecessarycaremarks.ThecleanB/Lsupportsthesefacts.

Aftergoingintothemattercarefully,weestimatethatdamagemightbeduetoroughhandlingintransportationorduringloadingandunloading.WeconsideritamatterforyoutotakeupwiththeshippingcompanyortheinsurerswhohavecoveredyouonthesaidconsignmentagainstRiskofBreakage.Theresponsibilityshouldrestwith9eitherofthepartiesconcerned.Consequently,wefindnogroundtocompensateyoufortheloss.Yoursfaithfully,Letter7：ClaimforshortweightDearSirs,Re:OurOrderNo.234for10M/TChemicalFertilizerWehavejustreceivedtheSurveyReportfromShanghaiCommodityInspectionBureauevidencingthatthecaptionedgoodsunloadedhereyesterdaywasshortweight101,120kg.Athoroughexaminationshowedthattheshortweightwasduetotheimproperpacking,forwhichthesuppliersshouldbedefinitelyresponsible.OnthebasisoftheSCIB’sSurveyReport11,weherebyregisteraclaimwithyouforGBP270.00inall.WeareenclosingtheSurveyReportNo.(98)607andlookforwardtosettlementatanearlydate.Yoursfaithfully,Letter8：ThesettlementoftheclaimforshortweightDearSirs,Re:YourClaimNo.145WithreferencetoyourclaimNo.145forashortweightof1120kgchemicalfertilizer,wewishtoexpressourmuchregretovertheunfortunateincident.Afteracheck-upbyourstaff,itwasfoundthat28bagshadnotbeenpackedin5-plystrongpaperbagsasstipulatedinthecontract,thusresultinginthebreakageduringtransit,forwhichwetenderourapologies.Inviewofourlong-standingbusinessrelations,wewillmakepaymentbycheckforGBP270.00,theamountofclaim,intoyouraccountwiththeBankofChina,uponreceiptofyouragreement.Wetrustthatthearrangementwehavemadewillsatisfyyouandlookforwardtoreceivingyourfurtherorders.Yoursfaithfully,Letter9：ArbitrationawardDearSirs,Wearepleasedtoseethat,regardingourdisputesunderContractNo.0471,bothofusaresatisfiedwiththefairandreasonablearbitrationawardwhichwasrenderedbytheForeignEconomicandTradeArbitrationCommission12ofCCPIT13aftertheyhadthoroughlyexaminedeveryaspectofthiscase.Theawardisbeingcarriedoutbybothsides.Whatpleasesusmostisthatourfriendlyrelationshiphasnotbeenharmedbythesedisputeswhichhadtoberesolvedbyarbitration.Ontheotherhand,thiscasehasdeepenedthemutualunderstandingandconfidencebetweenus.Wehighlyappreciateyourcooperationandexpectfurtherdevelopmentofbusinessbetweenus.Yoursfaithfully,Notestothespecimenletters1.everythingappearstobecorrectandingoodcondition一切似乎都是正确完好的2.contentsofthiscase箱内（所装）货物3.toarrangeforthedispatchofreplacements安排货物更换事宜4.atone’sdisposal任你使用，任你处理5.gointo调查，仔细审查6.throughaconfusionofnumbers由于号码混淆，through为介词，表示原因之意7.WeshallbegratefulifyouwillkeepcaseNo.3andcontentsuntilcalledforbythelocalagentsofWorldTransportLtd.,ourforwardingagents,whomwehaveinstructedaccordingly.请将第3号箱和所装货物代为保存，等候世界运输公司驻你地代理人前来领取。世界运输公司是我们的运输代理行，我们已委托该公司代为办理。8.disposeof处理，处置9.restwith…取决于……，归于……10.shortweightadj./n短重，也可以写作short-weight。如：Welodgeaclaimagainstyouforashortweightof4.82M/T.（我方为短重4.82公吨向你方提出索赔。）short：短少，短缺，不足。可以与许多名词或过去分词构成复合词，如：shortdeliveryn.缺交，短交short-deliveredadj.短交，缺交shortshipmentn.短装，装载不足shortshippedadj.短装，装载不足short-landedadj.短卸short-paidadj.少付short-invoicedadj.发票少开short-establishedadj.少开11.SurveyReport检验报告SurveyReportonQuality品质鉴定证明SurveyReportonWeight重量鉴定证明12.theForeignEconomicandTradeArbitrationCommission对外经济贸易仲裁委员会13.CCPIT（theChinaCouncilforthePromotionofInternationalTrade）中国国际贸易促进委员会14.4FocalWords（焦点词汇）claimn.索赔，赔偿要求claimfor表示索赔原因，索赔的金额claimfordamage，claimforUSD10000claimon表示对某批货物索赔claimonthegoodsclaimagainst表示向某人索赔claimagainsttheunderwriters表示“提出”索赔的常用动词：lodge，file，raise和putin。此外，还可用make，issue，register，render，enter，setup等lodgeaclaimagainst（with/on/upon）sb.forsth.为某事向某人提出索赔Weshalllodgeaclaimagainsttheinsurancecompanyforthegoodsdamagedduringtransit.acceptaclaim同意索赔entertainaclaim受理索赔rejectaclaim拒绝索赔settleaclaim解决索赔waiveaclaim放弃索赔withdrawaclam撤回索赔vt.索赔，要求赔偿toclaimUSD50,000.00toclaimUSD50,000.00fordamagetoclaimUSD50,000.00onthegoodstoclaimUSD50,000.00fromtheunderwritersWeshouldclaimUSD2,500.00fromyouforthelosscausedbyimproperpacking.compensatevt.补偿，赔偿Thesuccesswillcompensateyouforyourefforts.

Youshouldcompensateusforthelosscausedbythelatedelivery.

compensationn.补偿，补偿，报酬Youwillgetcompensationforwhatyouhavedone.

ThebuyerclaimedacompensationforUSD1200forthedamage.claimcompensationfromsb.forsth.就某事向某人要求索赔Wereservetherighttoclaimcompensationfromyouforanydamage.

Whatcompensationcanyouofferformyworkperweek?

compensationtrade补偿贸易fullcompensation全额赔偿complainvi.诉苦，申诉，抱怨complaintosb.of/aboutsth.（因某事而向某人表示不满）Thebuyerscomplainedtotheselleroftheexcessivemoisturecontainedintheminerals.Thebuyerscomplainedabouttheexcessivemoistureoftheminerals.Thebuyerscomplainedthatthemineralscontaintoomuchmoisture.complaintn.抱怨，申诉，投诉Wehavenotedyourcomplaintandwilldoourbesttoavoidarepetition.

make（lodge/file/lay）acomplaintagainstsb.forsth.（因某事而向某人表示抱怨）

Thisbeingthecase,wehavetolodgeacomplaintagainstyoufortheinferiorquality.

complaintn.抱怨者，控告者，投诉者settlevt.解决；清偿，结算Anydisputethatmayarisefromunderthiscontractshallbesettledbyarbitration.

WewillasktheBankofChinatohelpussettlepayment.

Pleasesettlethislongoutstandingaccountwithoutfurtherdelay.

Wearerequestedtosettleyouraccountwithinoneweek.settlementn.解决，清偿，理赔Wehopewecanreachanamicablesettlementbeforelong.

ForasettlementofouraccountofUSD300,pleasesendusyourcheque.

settlementofdisputes解决争端settlementoptions索赔选择权Arbitratevi.&vt.仲裁，公断，裁决Bothsidesagreedtoarbitrate.Thetwopartiesherebyagreetoarbitratetheirdisputesifany.arbitrationn.仲裁Thisisthemaximumconcessionwecanafford.Shouldyounotagreetoacceptourproposal,wewouldliketosettlebyarbitration.Whennosettlementcanbereachedthroughnegotiations,thedisputesshallbesubmittedforarbitration.arbitrationclause仲裁条款arbitrationaward仲裁裁决arbitrationapplication仲裁申请arbitrationprocedure仲裁程序arbitratorn.仲裁员，仲裁人refundvt.归还，偿还refundtheexcessonataxrefundthegoodstothesellern.归还额，偿还额obtainarefundofadepositTheshippingcompanywillgiveyouarefundoffreightifthegoodsarelost.

refundableadj.可归还的，可偿还的Thebidbondisrefundabletothosebidderswhoarenotthewinner.

refundmentn.归还，偿还，退款14.5UsefulPhrasesandSentences(实用语句)1.关于申诉/抱怨的用语tomakeacomplaintagainstapersontocomplainofsomethingtoapersontohaveacomplaintontoreceiveacomplaintontorepeatcomplaintsabouttoreportacomplaintsontohaveacauseforcomplainttohavenocomplainttomaketohavesomethingtocomplainoftoapersontoacknowledgeanerrortocorrectanerror2.关于索赔的用语claimforindemnitytohaveaclaimontosendin/toenter/toputinone’sclaimforcompensation