14.1.1 买方投诉信函的写作要点(课件）《外贸英文函电第3版》（电子工业出版社）

外贸英文函电 李辉 白丹 主编 第3版 1 Complaint, Claim and Settlement 专业知识简介 学习目标 学习内容 本章小结 Chapter 14 复习思考题 2 专业知识简介 在执行合同的过程中，签约双方都应该严格履行合同。任何一方如果不能严格履行，就会给另一方带来麻烦。例如：预期装运、发错货物、货物受损等。在这种情况下，受损失的一方有权根据合同规定要求责任方赔偿损失或采取其他补救措施。受损失的一方采取的这种行动称为“索赔”（Claim），而责任方就受损失一方提出的要求进行处理的行为称为“理赔”（Settlement）。因此，索赔和理赔是一个问题的两个方面，对受损方而言，称索赔；对违约方而言，则称理赔。 在业务中常见的是买方向卖方提出索赔，如卖方所交货物受损（claim for damage /loss）推迟交货（claim for delay in shipment）、短装短量(claim for short delivery and weight)、质量低劣(claim for inferior/ faulty quality)、不良包装(claim for improper packing)等原因造成的损失。属于买方责任而引起卖方索赔的有买方未按期付款；未及时办理运输手续；未及时开立信用证；买方其他违反合同或法定义务的行为。索赔对象可以向有关承运人提出，也可向保险公司提出索赔。承运人签发清洁提单，提单上无任何不良批注，货物到岸后若发生残损或到货数量少于提单所载数量，进口商应会同船方和港务当局填制货损货差报告，根据不同运输方式的有关规定，及时向有关承运人提出索赔。若向轮船公司索赔，须另附由港务局理货员签证的理货报告，以及由船长签证的短卸或残损证明。 3 专业知识简介 货物因自然灾害、意外事故或运输装卸过程中事故等受损，并属于承保范围内的，应向保险公司索赔。因承运人的过失造成货物残损、丢失，而承运人不予赔偿或赔偿金额不足抵补损失的，如属保险公司承保范围内的，也应向保险公司提出索赔。索赔时，须另附保险公司与买方的联合检验报告。 索赔函是受损方向违约方提出索赔要求的书面文件，也包括责任方或违约方对索赔函的回复或处理，既可能是理赔，同意索赔方所提出的损害赔偿，例如：交付替代货物(ask for replacement)、退货(ask for returning)、退款(ask for refund)、补货(ask for replenishment)、修理(ask for repair)或降价处理(ask for discount)等要求，也可能是申辩说明没有责任，这些都可归属于索赔函的撰写内容。 4 学习目标 掌握有关投诉、索赔和理赔常用表达； 掌握投诉信函的撰写； 掌握索赔信函的撰写。 掌握投诉函和索赔函回复函的撰写。 5 学习内容 写作指南 14.1 样函解析 实用句子 常用表达 14.2 14.3 14.4 6 14.1 写作指南 14.1.1 买方投诉信函的写作要点 （1）告知有关信息，如订单号，所涉及的货物等。 （2）陈述抱怨的事，指出抱怨的原因并提出具体处理意见。 （3）要求尽快解决，希望今后交易中不再发生此类事。 （4）表示相信卖方会解决问题，期待卖方的行动。 14.1.2 卖方回复投诉信函的写作要点 （1）若对方申诉内容是正确的，必须道歉，并提出处理意见或同意买方提出的解决方案。 （2）若对方申诉是没有依据的，应有礼貌指出并声称责任不在己方，说明理由。。 （3）明确提出解决问题的办法。 7 14.1 写作指南 14.1.3 索赔信函的写作要点 （1）写明已经收到所订货物，并注明该货物是通过哪条船装运、于何时抵达的。 （2）写明索赔的原因。 （3）提出索赔的要求，如重新发货、补发货物、赔偿金额，希望对方能够接受。 14.1.4 回复索赔信函（索赔有理由情况下）的写作要点 （1）告知已经得知对方的索赔要求。 （2）承认对方有理由索赔，并道歉。 （3）许诺赔偿。 （4）希望不要影响今后的交易。 8 14.2 样函解析 14.2.1 样函1：关于交货有误的投诉 Dear Sirs, We thank you for your prompt execution of our Order No.123 and have taken delivery of the goods on arrival of S.S. “Luck” at our port. However unfortunately, when we opened the case, we found the articles inside are not the goods we have ordered. We presume that a mistake was made and the contents of this case were for another order. We suggest that you look into the matter and let us know the result. As to the wrong goods, which are useless to us, we are holding them at your disposal, and please let us know what you wish us to do with them. Your prompt attention to the matter will be appreciated. Yours faithfully, 9 14.2 样函解析 14.2.2 样函2：对样函1的回复 Dear Sirs, We have received your letter of November 11 and very sorry for the wrong goods we have delivered. On investigating the matter, we find that a mistake was indeed made as our packers mislabeledthe case in the packing. Yesterday we had the right goods dispatched to you per S/S “Prince” and attached please find the relative documents. As to the wrong goods, we shall appreciate it if you will return them per next steamer available for our account. Please accept our deepest apology for our error. Yours faithfully, 10 14.2 样函解析 14.2.3 样函3：对劣质货物的索赔 Dear Sirs, Re: Claim for inferior quality of your clothing materials We would like to draw your attention to the clothing materials we received yesterday. After careful examination, we are disappointed to find that they do not match the samples you sent us. Moreover, the length of each piece is short by approximately five meter. As the quality of the materials is so poor that they can not meet the needs of our customers, we have no choice but return them at your expense and ask you to compensate USD14500 for our loss. We hope that you will immediately take our claim into your careful consideration and give us a satisfactory reply. Yours faithfully, 11 14.2 样函解析 13.2.4 样函4：对样函3的回复 Dear Sirs, Your letter of March 2 surprised us considerably as we had never received any complaints about the quality of our products supplied to other companies. please let us have a copy of your survey report, specifying the serial number and quantity of the faulty goods as well as two samples for our recheck. If we confirm the quanlity problem, we will compensate you for your loss. We are awaiting your early reply. Yours faithfully, 12 14.2 样函解析 14.2.5 样函5：对不良包装的索赔 Dear Sirs, Re: Claim on Wool Carpet The captioned goods you shipped per S. S “Peace” on March 2 arrived here yesterday. On examination, we found that one side of 8 cartons were worn and torn and 4 cartons were broken and the carpets were in the open. It was obviously attributable to improper packing. We are, therefore, compelled to claim on you to compensate us for the loss, USD1,000, which we have sustained by the damage to the goods. We should like to take this opportunity to suggest that special care be taken in your future deliveries. We are awaiting your early reply. Yours faithfully, 13 14.2 样函解析 14.2.6 样函6：对劣质货物索赔的处理 Dear Sirs, Thank you for the samples you sent us. We have them reinspected by our surveyor, Dalian Entry-Exit Inspection and Quarantine Bureau. The report reveals that they are indeed unqualified, for which we must apologize sincerely and assure you that all possible steps will be taken by us to prevent such things from happening again. As to the unqualitified goods, we are prepared to T/T USD14500 in compensation for your loss. We express once again our regret for the trouble caused to you and we hope this incident will not affect our future cooperation. Yours faithfully, 14 14.2 样函解析 14.2.7 样函7：对包装索赔的处理 Dear sir, We have received your letter of 15th July, informing us that the sewing machines we shipped to you arrived damaged on account of imperfectness of our packing. Upon receipt of your letter, we have given this matter our immediate attention. We have studied your surveyor’s report very carefully. We are convinced that the present damage was due to extraordinary circumstances under which they are transported to you. We are therefore not responsible for the damage; but as we do not think that it would be fair to have you bear the loss alone, we suggest that the loss be divided between both of us, to which we hope you will agree. Sincerely, 15 14.3 实用句子 14.3.1 关于迟交货物 （1）We are still without your shipping advice of the cameras, while we are receiving urgent request from customers and you will understand that this delay places us in an awkward position. 我方仍未收到贵方照相机的装运通知，但连续接到我方客户的催促，贵方谅必理解，这次延误使我方处于困境。 （2）The articles have just been received after a delay of a fortnight，for which no explanation has yet been given to us. 货物延误两周后才到货，贵方至今尚未对延误作任何解释。 （3）We shall lodge a claim for all the losses incurred as a consequence of your failure to ship our order in time. 由于贵方未能及时交货，我方将向贵方提出由此而遭受的全部损失的索赔。 16 14.3 实用句子 14.3.2 关于不良包装 （1）We have just received the 50 cases of chinaware shipped by S.S. “Queen” under our Order No. 134, but regret to inform you that cases Nos. 13 & 26 are broken and their contents badly damaged through faulty packing. 我们刚收到由“皇后”轮运来的50箱瓷器，系我方第134号订单所订购。但遗憾地通知贵方，第13号和第26号箱破裂，并且由于包装错误，箱内瓷器损坏严重。 （2）We have had the case and contents examined by the insurance surveyor. 我们已请保险公司检验人员检验了木箱和箱内货物。 （3）We regret to inform you that one of the cases of your consignment arrived in a badly damaged condition. 我方兹遗憾地通知贵方，来货中有一箱损坏严重。 （4）It was found, upon examination, that nearly 20% of the packages had been broken, apparently to poor packing. 在对货品检验时，我方发现近 20%的包装破裂，显然是由于包装不良所致。 （5）The inferiority in your packing has made it impossible for us to promote the sale of your products. 劣质包装使我们难以推销你们的产品。 （6）The survey report can certify that the weight shortage was caused by improper packing. 这份检验报告可以证实，货物的短重是由于包装不良所致。 （7）We have examined the contents and find that 15 pieces are missing and the rest is unfit for use. 经检查，我方发现缺货15件，其余物品都已无法使用。 （8）The lid was broken and the case with its contents crushed, it looks as if the case was not strong enough to stand the voyage. 箱盖破裂，箱子及箱内物品均被压碎。看来木箱不够牢固，经不起运输 17 14.3 实用句子 14.3.3 有关质量低劣 （1）The goods delivered is not up to the standard of samples. The pattern is uneven in places and the coloring varies. 所交货未达到样品的质量标准，多处花样不匀，颜色各异。 （2）We are not willing to accept the goods which differ from your samples. 我方不愿接受与贵方样品不符合的货物。 （3）We regret these faulty sets of equipment were sent to you, and have today sent a replacement of 12 sets. We hope you will be pleased with the new lot. 我方将有缺陷的设备运交贵方，致歉。今天另运出12台替换设备，希望你们能对这批新货满意。 （4）The quality of your shipped goods has been found to be not in conformity with the agreed specifications. Therefore, we have to claim on you for USD700.00. 贵方交付的货物质量不符合商定的标准，因此，我方要求索赔700美元。 （5）We are lodging a claim for inferior quality. 我们因货物质量低劣而提出索赔要求。 （6）The quality of the goods you shipped last week is much interior to that of the goods of our last order.贵方上周发运的货物质量与我方上次所订的货物质量相比，要低劣得多。 （7）As regards inferior quality of your goods, we claim a compensation of USD10,000. 至于贵方产品的品质低劣问题，我方要求贵方赔偿1万美元。 （8）As the goods are inferior in quality, we are returning the whole of the 20 cases and must ask you to replace them. 由于这些产品质量低劣，所以我方把20箱全部退回，并务必请贵方更换这些产品。 （9）This lot of goods is not up to the standard stipulated in the contract. We are now lodging a claim with you. 这批货的质量低于合同规定的标准，现向贵方提出索赔。 18 14.3 实用句子 14.3.4 有关短重 （1）We regret to point out that a shortage in weight of 210 lbs. was noticed when the goods arrived. 遗憾地指出，货物到达时发现短重210磅。 （2）There is a discrepancy between the packing list of case No. 15 and your invoice: 3 dozen Tea Services are correctly entered on the invoice but there were only 2 dozen in the case. 第15号箱的装箱单与发票不符，发票所列3打茶具是正确的，而箱内只装了2打。 （3）Carton 17 was found to be 5 packages short. As the carton was in good shape and does not appear to have been tampered with, we surmise that they must have been short-hipped. 第17号箱短少5包。由于箱子完好，似未遭撬动，推测是短装。 （4）Please examine the matter and send us the goods to meet the shortage as soon as possible. 请调查此事，并尽快将货物发给我们以弥补数量的不足。 （5）The shipped goods arrived last Saturday. We are sorry to find that there is a shortage of 1,480 kilos, though the packing remains intact. 货物已于上周六运到。很遗憾，虽然包装完好，但短重1 480千克。 （6）We regret to inform you that the goods are short-landed by 480 kilos, therefore we raise a claim against you. 很抱歉地通知贵方，货卸完后少了480千克，因此我们向贵方提出索赔。 （7）It was found by the inspection that there is a difference of 35 Kg between the actual landed weight and the invoiced weight. 商检发现货物的实际到岸重量与发票重量之间差了35千克。 （8）A shortage of 60 M/T is a big loss for us. We have no alternative but to lodge a claim against you. 60公吨短重对我们来说是个不小的损失，我们不得不向贵方提出索赔。 （9）It is beyond doubt that the shortage occurred prior to shipment. Therefore, we must lodge against you a claim for USD1,350. 毫无疑问，短重发生在装运前。因此，我方提出索赔1 350美元。 19 14.3 实用句子 14.3.5 有关发错货物 （1）Evidently some mistake was made and the goods have been wrongly delivered. 显然发生了差错，以致错发了货。 （2）The wrong pieces may be returned per next available steamer for our account. 错发的货请由下一班轮运来，费用由我方负担。 （3）We are sorry to tell you that two cartons of NO.5843 musical bears were damaged and 10 of the 20 bears can’t play music. We would ask for the damaged musical bears to be replaced as soon as possible. 很抱歉地告知贵方，两箱第5843号音乐熊破损，20只熊中有10只无法播放音乐。我方请求尽快替换受损音乐熊。 （4）Most of the shirts are of a smaller size. I wonder if you made a mistake when sending the goods. 大部分衬衫都小一号，我怀疑你们发货时是不是搞错了。 （5）There are too many defective items in this shipment. 这批货里次品太多了。 （6）The leather shoes you sent us last Friday are not the right size. They should be size 42. 贵方上星期五发送的皮革尺码不对，应该是42码的。 （7）We very much regret the mistake in article number, which resulted in your receiving the wrong goods. 因货号有误，致使到货错误。对此，我们深表歉意。 20 14.3 实用句子 14.3.6 索赔与理赔 （1）We must lodge a claim against you for the amount of USD600. 我方提出索赔金额600美元。 （2）On the basis of the Survey Report from the Commodity Inspection Bureau, we hereby register our claim with you against this cargo in respect of quality. 在商品检验局出具检验报告的基础上，我方据此对该批货物的质量检验结果提出索赔。 （3）We have to lodge a claim against you on this shipment for USD2100 on account of short weight. 我方得为这次发货短重向你方索赔2 100美元。 （5）Any complaint about the quality of the products should be lodged within 15 days after their arrival. 任何有关该产品质量问题的申诉应该在货物到达后的15天内提出。 （6）In view of our friendly business relations, we are prepared to meet your claim for the 25 tons shortage weight. 考虑到我们之间的业务关系，我们准备接受25吨短装的索赔。 （7）We regret for the losses you have suffered and agree to compensate you by USD15000. 对于贵方损失，我方表示遗憾并同意赔偿15000美元。 21 14.4 常用表达 （1）在适当的时候，如期地 in due course （2）状况良好in good /perfect condition （3）急需in urgent need of （4）不良包装poor packing （5）短交，缺交short delivery （6）仓至仓条款warehouse to warehouse clause （7）短重short weight （8）检验报告survey report （9）检验费用survey charges （10）不良包装improper packing （11）投诉make a complaint （12）索赔lodging a claim （13）迟装late shipment （14）错发货物send wrong goods （15）理赔settle the claim 22 在贸易往来中，往往会发生一些不尽如人意的事，如买方抱怨货损、货差或交货延迟等。提出抱怨不是一件令人愉快的事，写信者应小心措辞，巧妙而有克制地向对方陈述事实，详细说出抱怨的原因，忌用咄咄逼人、指责的口吻，否则，双方的业务关系可能会受到影响。索赔或理赔应该根据事实和有关证明分清责任，向卖方、轮船公司或保险公司提出索赔，理赔时，该赔的赔，不该赔的则不赔，双方都要严肃谨慎，力争友好解决，尽可能避免提交仲裁或诉之于国际法庭。 在处理投诉和索赔时，有必要仔细调查情况，弄清楚具体原因，明确责任，遵循有理有据有节的原则，灵活理智地处理矛盾，让涉及的各方满意。 在写投诉信时，要注意措辞，选用合适的语言，避免误解。在书写索赔及理赔信函时，应注意以下几点：迅速及时；详细明确；语言婉转。对投诉信的处理一定要谨慎认真，尽管有时投诉或索赔是毫无根据的，但是在没有充分理由证明谁对谁错时，不要轻易拒绝对方投诉或索赔，通过友好协商解决索赔争端，避免提交仲裁或诉讼。 本章小结 23 Translate the following passage into English. 尊敬的先生： 事由：我方第123号订单 我方及时收到了装运单证，并于“王子”号轮抵达汉堡时提取了货物。 对贵方迅速执行订单，深表谢意，一切似乎都是完好无损，只是第3号箱有问题。 打开货箱时，很遗憾发现货品短少5台。如贵方所知，我方因为只剩下极少量的存货，故非常急需这些货品。 这是与贵公司交易以来第一次发生失误，希望贵方尽全力补救。因此，要求贵方收信后，立刻空运5台打字机来。 谨启 复习思考题 24 PPT模板下载：/moban/ 行业PPT模板：/hangye/ 节日PPT模板：/jieri/ PPT素材下载：/sucai/ PPT背景图片：/beijing/ PPT图表下载：/tubiao/ 优秀PPT下载：/xiazai/ PPT教程： /powerpoint/ Word教程： /word/ Excel教程：/excel/ 资料下载：/ziliao/ PPT课件下载：/kejian/ 范文下载：/fanwen/ 试卷下载：/shiti/ 教案下载：/jiaoan/ 字体下载：/ziti/ Thank you! 25 $$