项目四业务磋商信函任务7投诉与索赔.ppt

任务8 投诉和索赔 Complaints and Claims,项目四 外贸业务磋商信函,Introduction,1,Complaint 投诉,2,Claim 索赔,3,Sum-up,4,投诉和索赔,Introduction,索理赔函电，产生于对外贸易的业务活动之中,如某一方没有履行合同。但常常是即使双方很小心的，仍然会有投诉和索赔情况出现。解决争议，达成索理赔协议，须经双方平等协商，从而理顺贸易关系，解决业务纠纷，建立国际贸易新秩序，创造良好的国际贸易环境，促进世界范围的经贸事业繁荣发展。对于索理赔函电的拟写，索赔方要实事求是，据理力争；理赔方要澄清事实，分辨是非。这样就有利于纠纷的妥善解决。反之，双方措辞激烈，剑拔弩张，咄咄逼人，或非分奢望，或赖帐狡辩，都不仅无助纠纷的解决，最终很可能会适得其反。,这类信函通常包括： 开头：1）说明写信的原因投诉或索赔的事件； 正文：2) 具体介绍发生的事情，如有证据可提供； 3) 提出自己的要求，如要求退货，赔钱等； 结尾：4) 期望；希望满足自己的要求，表达合作的希望等。 回信要点： 接受投诉或理赔的回信： 开头：1）收到来信并表示很遗憾； 正文：2）对对方信中提及的事情加以解释，调查，并针对对方的要求给 予答复 ； 结尾：3）表示道歉和进一步合作的希望。 不能接受投诉或索赔的回信： 开头：1）收到来信，表示遗憾； 正文：2）对事件进行调查，加以解释，说明原因和提出证据说明不能负责； 结尾：3）期望：以后合作的机会，或再次表示遗憾。 每封信件的具体内容会有变化，需要根据实际情况加以调整。,Complaint 投诉,TEXT,Arm yourself,TEXT,Arm yourself,Main points,Main points,Make yourself skilled,Make yourself skilled,Specimen 1 Complaint of Poor Quality,Specimen 2 Complaint Accepted,1. TEXT,Lesson 17 Complaint 申诉,TEXT,Arm yourself,TEXT,Arm yourself,Main points,Main points,Make yourself skilled,Make yourself skilled,2. Arm yourself,1. match v. be exactly like; correspond exactly 相配;十分相似;和符合 e.g. 这批货跟上个月你寄来的样品不一样 The shipment does not match the sample you sent us last month. 2. make up pack 包装; compensate 补偿 e.g. 大量损失来自于在港口时的粗鲁装卸,所以应由船方赔偿 Great losses were incurred by rough handling at the port, so compensation should be made up by the shipper.,e.g.我们希望这批货装运跟合同里的要求一致。 We hope the shipmen twill match the requirements of the contract.,e.g.我方希望你方能够补偿损失。 We hope you could make up the losses.,3. have no choice but to have to 别无他法, 只好 e.g. 如你方不能答应,恐怕我们只好退货了 If you cant grant us the request, Im afraid we have no choice but to return the goods back to you. 4. replace v. be or provide a substitute for 提供代替品, 替换 e.g. 请立即寄来我们所需要的商品来代替在运输途中受损的商品 Please send the goods we need to replace those damaged during transit. n. replacement 代替或被代替的行为或过程;替换替换货物,e.g. 我们不得不取消订货。 We have no choice but to cancel the order. 我们不得不拒收货物，因为你方发错货物了。 We have no choice but to decline the goods as you made delivery of the wrong goods.,句式：replace A with (by) B replace A A be replaced with B B replace A replace with (by) B n. replacement 代替或被代替的行为或过程；替换;替换货物 make replacement with B make replacement of A,5. agreed adj. which have been accepted 已一致(同意)的;经过协商的 v. agree 同意,赞同;商定,达成协议;相符,相同 agree to 同意,赞同 agree with 同意,赞同 与一致 agree that. 同意 agree to do sth. 同意做某事 agree in 在上看法一致 agree upon 经过协商讨论取得一致看法 e.g. 我们最终同史密斯先生在电话中协商好了价格 We finally agreed upon the price with Mr. Smith on the phone. n. agreement 协议,协定,n. agreement 协议，协定 make agreement with sb. in sth. 与在方面达成协议 be in agreement with sb. 同意某人 be in agreement with sth. 与相符，一致 adj. agreeable 适合的； 同意的，赞成的 Be agreeable to sb. 使满意，可以接受 Be agreeable to sth. 同意某事 agreeable 适宜的 agreeable weather e.g. 我们同意你方建议。 We are agreeable to your suggestion （agree to） 你方报盘我们可以接受。 Your offer is agreeable to us.,6. complaint n. an expression of dissatisfaction 抱怨,起诉,申诉 lodge / make / lay a complaint against sb. 对某人提出诉讼 e.g. 我们收到一份对短重的抱怨 We received a complaint about the short weight. v. complain 抱怨,起诉,申诉 complain about/of sth. ,e.g. 任何关于产品质量的诉讼需在货物到达后15天内提出。 Any complaint about the quality of the products should be lodged within 15 days after their arrival. 别老是抱怨别人对你不公平。 Dont complain all the time about the unfairness from the other. 有买主抱怨运去的货物质量与合同不符。 We have a buyer who complained about the inconformity of quality of goods shipped with the contract.,7. bring this matter to ones attention 使某人注意某事 8. look into investigate, inquire into go into 调查 e.g. 经调查,损坏系码头作业不小心所致 After looking into the matter, we find damage was caused by careless handling at the dock. 9. fault n. defect 缺陷,故障,缺点,similar expressions: call/draw/invite sb. s attention to sth.,e.g.我们会对你方所抱怨一事进行调查。 We will look into your complaint.,adj. faulty 有缺陷的,有缺点的 faulty goods 有毛病的货物 faulty packing 有缺陷的包装,Complaint 投诉,TEXT,Arm yourself,TEXT,Arm yourself,Main points,Main points,Make yourself skilled,Make yourself skilled,3. Main points,Specimen 1 a. refer to the goods b. complain and give the details c. suggest the settlement of replacement d. expectation of early reply Specimen 2 a. concern of the complaint b. looking into the complaint and giving the result c. dispatch of correct goods d. apologies for inconvenience,A Complaint of Poor Quality,Specimen 1,YoungIn Trading Co. Ltd. 11530 NamsanDong Pusan Korea October 22 2010 China Import and Export Wuhan Corp. 239 Dufudi Road Wuchang Wuhan 430061 P.R. China Dear Sirs Our order No.250 of 6 May for upholstery materials has duly arrived and we have taken delivery of the goods. We have examined the Claim carefully and to our great disappointment find that they are not of the quality we ordered. The materials do not match the samples you sent us. The quality of some of them is so poor that we feel that a mistake has been made in making up the order.,A Complaint of Poor Quality,Specimen 1,We have therefore no choice but to ask you to take the materials back and replace them with materials of the quality we ordered. If you can replace the materials we are prepared to allow the agreed delivery time to run from the date you confirm that you can supply the correct materials. We look forward to your early reply. Yours faithfully (Signature) Park Junshou Park Junshou Director,Chinese Version,信件一 约因贸易责任有限公司 韩国釜山南山东路115-30 中国武汉进出口公司 中国武汉武昌度伏地路239号 邮编430061 敬启者: 我方5月6日250号订单的室内装潢材料已经按时到达，我们已提货。 令我们失望的是，我们仔细的检查了货物，发现跟我们所订货物不相符合。材料 跟你寄给我方的样品不一样，有些货物的质量太差了，我们认为在打包货物时出了 错。 因此，我们不得不要求你方将货物运回，用我方所订货物替换这些。如你方能 够替换，我们打算允许你方从你方确认可以提供所需材料起计算交货日期。 盼望你方早日答复。 (签名) 帕克.约翰首 主任 2006年12月12日 谨上,Complaint Accepted,Specimen 2,China Import and Export Wuhan Corp. 239 Dufudi Road Wuchang Wuhan 430061 P.R. China November 1 2010 YoungIn Trading Co. Ltd. 11530 NamsanDong Pusan Korea Dear Sirs， We are deeply concerned about the complaint about upholstery materials supplied to your order No. 250. However we are glad you bring this matter to our attention. We have looked into the matter and found the quality of the goods is really not in conformity with the samples. After tracing we find it resulting from a fault in one of the machines which has been put right.,Complaint Accepted,Specimen 2,We are arranging for the correct goods to be dispatched to you at once. The relevant documents will be mailed to you as soon as they are ready. As regards the wrong goods please keep until called for by our agents who have been informed of the situation. We apologize for the inconvenience caused by our error. Yours faithfully (Signature) Lin Hai Lin Hai Manager,信件二 中国武汉进出口公司 中国武汉武昌度伏地路239号 邮编430061 约因贸易责任有限公司 韩国釜山南山东路115-30 敬启者: 你方抱怨我们所供你方订单250号的室内装潢材料一事，我们深为关切。但你方将此事提醒我方注意，我们十分高兴。 我们调查了此事，发现货物的质量确实跟样品不相符合。经追查，发现原因是由于一台机器出了故障，我们已修好。 我方正安排发寄正确货物给你方。相关单据准备好后马上寄出。关于发错的货物，请保存，我们已通知我方代理，他会拜访你方的。 对由于我方错误给你方带来的不便我们表示道歉。 (签名) 林海 经理 谨上 2006年12月29日,Complaint 投诉,TEXT,Arm yourself,TEXT,Arm yourself,Main points,Main points,Make yourself skilled,Make yourself skilled,1. Choose the best answer: 1) We regret to have to complain _ the bad quality of shipment of sugar by s. s. “Taishan”. a. at b. about c. on d. in 2) The quality is not in conformity _ the agreed specifications. a. to b. in c. with d. on 3) We find it imperative to look _ the matter as soon as possible a. to b. into c. with d. at 4) The leakage occurred during transit result _ your faulty packing. a. into b. in c. to d. from 5) We shall take delivery _ the goods as soon as they are released. a. of b. at c. from d. on,4. Make Yourself Skilled,b,c,b,d,a,6) When looking into the case we found that the goods did not agree _ the original sample. a. to b. in c. with d. on 7) Our end-users are complaining _ the inferior quality against us. a. to b. about c. with d. on 8) We must ask you to look into the matter and arrange _ the dispatch of replacement at once. a. to b. on c. of d. for 9) We are clear that we can not make _ the inconvenience caused by us. a. out b. in c. up d. with 10) We have dispatched the goods _ the same quality to many other houses. a. of b. in c. with d. on,c,b,d,c,a,2. Fill in the blanks the following words or expressions:,took delivery of replacement faulty supplied to have no choice but to are prepared to agree to resulted from 1) Since you have delayed the shipment, we _ cancel the contract. 2) It is obvious that the damage to the goods _ the rough handling. 3) Your cooperation in this instance is very much appreciated and we trust the _ will reach you in due course. 4) If your business with us turns out to our satisfaction, we will _ renew the Agency Agreement. 5) The _quality of the goods received will no doubt affect the selling price. 6) On arrival of M.V. “Castle” at Port Louis, we _ the consignment. 7) We _ repack the goods at the warehouse. 8) The carpets _ our Order No. C396 of July 3 have arrived this morning.,have no choice but to,resulted from,replacement,agree to,faulty,took delivery of,are prepared to,supplied to,3. Translate the following sentences into English:,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申述(lodge a complaint against) 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(match) 3) 货物受损是由于码头上的粗鲁装卸造成的(result from, rough loading) 4) 我方不得不要求你方对我方的损失负责(have no choice but to),Your last shipment is so disappointing that I have to lodge a complaint against you.,To our great surprise, we found they are far below the standard and do not match the sample.,Damage to the goods resulted from the rough loading at the dock.,We can have no choice but to hold you responsible for our loss.,5) 很遗憾的通知你方,3号和6号箱坏了损失由你方赔偿(make up) 6) 我方要求贵方用完好的货来调换此货(replace) 7) 请完全按照我方所订的货物立即补发一批(dispatch the replacement) 8) 发错货物是由于我方包装人员的失误(fault) 9) 我们对由此带来的不便深表歉意(inconvenience),We regret to inform you that Case No. 3 and 6 are broken. Losses should be made up by you.,We require you to replace the goods with the perfect goods.,Please dispatch the replacement according to our order.,Dispatch of wrong goods resulted from a fault on the part of our packing staff.,We apologize for the inconvenience caused to you.,III. Letter-writing Practice,Translate the following letter 敬启者: 很遗憾,我方不得不投诉关于7月8日所订蘑菇罐头迟交一事虽然你 方担保过在9月中交货,但一直到本周我方才收到货我方是在你方这个 保证的基础上才向你方订货的 很不幸,在这以前曾有过数次类似迟交事件这迫使我方向你方说明, 在这种情况下,业务就无法继续下去了 我方感到有必要将我方的想法讲清楚,倘若供应商无法按时交货的话, 我方就无法向用户交代 我方希望你方能理解我方的处境并从现在开始保证按期交货 谨上,Dear sirs, We regret to complain about the late delivery of canned mushroom ordered on July 8. Although you guarantee a delivery in the middle of September, we havent received the goods until this week. We placed the order on the basis of your assurance. Unfortunately, late delivery has occurred several times recently, and we have no choice but to make it clear that business will be canceled in this case. We feel it necessary to clarify that if the supplier can not deliver the goods on time, we are unable to explain to our customers. We hope you can understand our situation and assure us of prompt shipment from now on. Yours faithfully,More exercises,1. Match the Chinese version with the English expressions: delivery date shipper complaint sales confirmation shipment date agreement faulty quality,协议,有缺陷的质量,装运期,交货期,发货人,销售确认书,抱怨,2.Fill in the blanks with the proper form of the following word or words:,complain convenient dispatch arrangement fault conform to replace 1) We regret to inform you that the goods received are not _ the sample. 2) Obviously the dispatch of wrong goods resulted in the _ to us. 3) Please send us your _of the parcel exactly according to our order. 4) We are _ for the dispatch of your 900 ball pens. 5) We shall appreciate your looking into the matter and _ the goods as soon as possible. 6) _ packing resulted in the damage to the goods. 7) Please keep the balance to replace the goods _ about.,in conformity with,inconvenience,replacement,arranging,dispatch,Faulty,complained,3. Translate the following passages:,1. 我们没有别的办法，只有把货退回，请你们按我们定单上指定的品质 给予调换。倘若这不可能的话，我们只得请你们撤消合同。 2. 我们收到你方由飞云号轮运来的毛料，很遗憾质量和我寄给你方的样 品不一样， 我们不得不以5%的折扣价卖出。但仍收到很多对质量的 抱怨。,We have no choice but to return the goods. Please replace according to the quality in our order. If it is impossible, we have to cancel the contract.,We have received your consignment of woolen piece goods shipped by S.S.” Flying cloud” and regret that it is not of the quality of sample piece I sent you。 We have no choice but to sell at a 5% discount. But still we have received complaints on quality.,4. Translate the following letter:,敬启者: 事由:由于短重而引起的索赔 第FA1770854号销售确认书项下1500箱蘑菇罐头，由“永丰“轮于9月10日运抵，提货时发现少了145箱。轮船公司告诉我们只有1355箱装上船。 由于短少数量大，请在交付最后三个品种时，将这145箱补交。请你们核 对一下，是否1500箱当时在装运港全都装上了船。 电复。 谨上,Dear Sirs, RE:CLAIM FOR SHORT WEIGHT 1500 cartons of canned mushroom under the contract No. FA1770854 have been shipped to Antwerp by “YONGFENG“ steamer on 10th Sept. When taking the delivery,145 cartons have been found missing. We were told by the shipping company that only 1355 cartons had been shipped on the steamer. Because the weight is short in large quantities, please make up a deficiency of 145 cartons of the missing goods when you deliver the last three items. You are kindly requested to check whether these 1500 cartons of mushroom were loaded on ship in whole at the port of shipment. Please reply by cable. Yours truly,5. Write a reply to supplementary reading No. 1,including：,1）收到对方的抱怨，表示遗憾 2）说明抱怨的起因粗鲁装卸，给予折扣 3）表示道歉,Dear Sirs: CONTRACT NO.23HBSF/1008CN Thanks for your fax dated April 26, 2004. We are terribly sorry our last shipment arrived badly damaged. The T-shirts under the above contract are packed as per your requirements. Under normal condition this should have been enough protected. As you mentioned on your fax undoubtly the damage of the goods results from rough handling. We are grateful to you for pointing this out. We will take precautions to avoid such a thing from occurring again. We realize the need to reduce your selling price for the damaged T-shirts and readily agree to the special allowance of 10% which you suggested. Yours faithfully,任务8 投诉和索赔(2) Complaints and Claims,项目四 外贸业务磋商信函,Claim 索赔,TEXT,Arm yourself,TEXT,Arm yourself,Main points,Main points,Make yourself skilled,Make yourself skilled,1. TEXT,Specimen 1 Claim for Short Delivery,Specimen 2 Claim Accepted,Claim 索赔,TEXT,Arm yourself,TEXT,Arm yourself,Main points,Main points,Make yourself skilled,Make yourself skilled,2. Arm Yourself,1. claim n. demand for payment, request 索赔,赔偿要求 lodge a claim against/with sb. for/on sth. 因某种原因向某人索赔 类似的动词有file, register, make, raise, put in e.g. 我们有权因货物质量低劣向卖方索赔 We are entitled to lodge a claim for the inferior quality against the seller. v. claim 索赔,要求赔偿 to claim.from sb. for sth. ,accept a claim接受索赔 entertain a claim考虑接受索赔 relinquish/reject a claim拒绝索赔 withdraw a claim撤回索赔 settle a claim理赔 admit a claim 同意索赔 e.g. 他们向出口商提出了破损的索赔。 They lodged a claim against the exporter for the breakage. a claim for/on damaged goods 由于货物损坏而赔偿 表示索赔的金额,一般用介词for a claim for USD20000.00 索赔2万美元 表示对某批货物索赔,一般用介词on a claim on the goods under order No. 100 对100号定单项下货物提出索赔 v. claim 索赔,要求赔偿 表示索赔的原因,一般用介词for或on; amount claimed 索赔的金额 e.g. 买方可向卖主提出索赔，要求赔偿损失。 The buyer can claim the losses with the seller.,2. inspection n. the act of checking, examining 检验,检查 commodity inspection 商品检验 Inspection Certificate 检验证书 v. inspect 检验,检查 e.g. 货物到达我方港口, 我们立即重新检验了货物 Upon arrival of the goods at our port we had them immediately reinspected.,CIQ (China Exit and Entry Inspection and Quarantine Bureau) 中国出入境检验检 疫局 IITS (Inchcape Inspection And Testing Service) 英之杰检验集团 OMIC (Japan Overseas Merchandise Inspection Company) 日本海外货物检验株式会社,3. estimate v. evaluate calculate 推测,估计 4. proceed v. go forward 继续,进行 n. profits 收入,收益 proceeds of business 营业收入,estimated price estimation 估价 ETS=estimated time of sailing 估计起航时间 ETD=estimated time of departure 估计出发时间 ETA=estimated time of arrival 估计到达时间,n. proceed 收入，收益 proceeds of sale 销售收入 collect proceeds from 收取货款,5. survey n. a detailed inspection or investigation 检验,检查,调查 v. inspect carefully investigate 调查,检查 e.g. 货物一装运马上进行了检验 The goods were surveyed immediately after loading. 6. on the strength of according to 凭借根据,survey report 调查报告 survey charge 调查费用 e.g.根据调查报告,货物装运时完好无损。 According to the survey report, the goods were in good condition when shipped.,e.g. 在银行担保的基础上,我们同意以赊销的方式向他们供货。 On the strength of the banks guarantee we agree to supply them on open account basis.,7. short adj. inadequate insufficient 不足,短少 short weight 短重 short shipment 短装 short invoiced 发票少开的 short shipped 短装的 be in short supply 供应短缺 n. shortage 短缺,短少,不足 e.g. 原料短缺使得我们无法接受新订单 A shortage of materials resulted in that we cant accept new orders.,e.g. 我们希望能达成和平解决办法。 We hope we can reach an amicable settlement. 如果不能友好协商解决，此案将提交仲裁。 In case no settlement can be reached amicably through negotiation, the case shall then submitted for arbitration. 我们希望这些纠纷能获得永久的解决。 We hope for a lasting settlement of all these troubles. 问题已经解决了。 The question has been settled. 本合同项下所发生的任何争议应通过仲裁予以解决。 Any dispute that may arise under this Contract shall be settled by arbitration. 请立刻结清你的欠帐。 Please settle your account immediately.,8. settlement n. conclusion, payment 解决清偿 in settlement of 用以清偿/解决 v. settle 解决清偿 settle claims 理赔 settle an account 结算账户 9. check v. inspect or test 检查,核对 n. 检验;检查,核对 check with 与进行核对,sb. is short of sth. 短少，缺乏 n. shortage 短缺，短少，不足 shortage of stocks 缺乏，短缺 be in shortage 缺乏，短缺 e.g. 原料缺乏导致供货短缺。 A shortage of materials resulted in a shortage of supply.,e.g. 我会马上检查这些问题，给你一个满意的答复。 Ill check these p