(外贸函电实务)任务十投诉与索赔课件

1、任务十 投诉与索赔Complaint and claim第1页，共57页。I、学习目标1.了解投诉与索赔的相关知识2.掌握投诉与索赔信函的写作要点 3.熟悉投诉与索赔信函中常用的词语与句子4.能够阅读与撰写投诉与索赔的信函第2页，共57页。II、背景知识投诉与索赔不是国际贸易业务中必然会发生的事件。如果交易双方都能严格按合同规定履行各自的义务，那么投诉与索赔是可以避免的。但是，在实际业务中，由于种种原因，当事人不按规定履行合同的义务或由于失误或疏忽没有能够履行合同的义务也是常常发生的。这样的情况下，买方或卖方会向对方或其它当事人提出投诉或索赔。第3页，共57页。一、常见的索赔情形（一）买方向卖

2、方索赔1.卖方不交货2.延迟交货3.所交货物与合同规定不相符第4页，共57页。（二）卖方向买方索赔1.买方无理拒收货物2.不按合同规定派船接货3.拒绝支付货款第5页，共57页。（三）买方或卖方向承运方提出索赔1.由于装卸发生的货物损失2.运输途中由于照料不当造成的货物损失（四）买方或卖方向保险公司提出索赔1.货物在运输过程中发生的承保险别以内的风险造成的损失第6页，共57页。二、索赔证据索赔时，索赔方应准备好索赔的证据，否则，可能遭到对方的拒赔。常用的索赔证据包括：合同，买卖双方的往来函电，权威或约定的商检机构出具的商检证明等。第7页，共57页。三、索赔期限在合同中，要明确规定索赔的期限，比如

3、，收到货物后的30天内提出索赔。超出索赔期限，对方可以拒绝索赔要求。第8页，共57页。III、写作提示投诉或索赔信函的业务情景繁多，但信函的写作内容包括的要点通常如下：第9页，共57页。（一）投诉或索赔信1.提及所投诉或索赔的对象，给出合同号或订单号；2.说明投诉或索赔的原因；3.说明投诉或索赔的证据，并附上；4.提出自己的处理方案或赔偿要求；5.希望对方尽快答复。第10页，共57页。（二）回复投诉或索赔信1.提及对方的投诉或索赔信；2.表示道歉或遗憾；3.解释问题出现的原因；4.同意或拒绝对方的投诉或索赔；5.提出自己的处理意见；6.等待对方回复。第11页，共57页。IV、示范信函CASE

4、1 Weifang Baoda Textiles Co., Ltd.一、信函的业务背景孟加拉国缝得好有限公司收到了潍坊宝达纺织品有限公司的发货，但发现其中有两包货物不是所订购的货物。于是，Lisa写信要求对方换货。第12页，共57页。二、潍坊宝达纺织品有限公司的业务信函投诉与索赔（baoda-in1）From: Lisa lisastitchwellTo: Albert albert163Date: 2019.07.08Subject: wrong delivery1 under Contract No. XS-2019001Attachment: photos of the wrong de

5、livered goodsDear Albert,We have just received the goods under Contract No.XS-2019001. But unfortunately2 we found that two bags of the goods delivered are not the goods we ordered, while the item for which the style No. is XS-FLANNEL-03 is short of3 two bags.第13页，共57页。Please send two bags (200 yard

6、s) of the goods for which the style No. is XS-FLANNEL-03 to us immediately to replace4 the wrong goods. We are in urgent5 need of the fabrics to work on6 the order for our customer.Your early reply will be greatly appreciated7.RegardsLisaPurchase ManagerStitchwell Garments Ltd. 456/1/A Tejgaon Indus

7、trial Area Dhaka 1208 BangladeshTel -880-2-9882934 Fax- 880-2-8891567cell +8801927919888第14页，共57页。Notes1.Wrong delivery 错发货2.Unfortunately 不幸地是3.short of 短少e.g. I am getting short of money because of out of job.我现在因为没有工作缺钱了。4.Replace v. 代替e.g. Nowadays email have replaced letters for daily communica

8、tion. 当今的日常交流中，电子邮件已经代替了书信。第15页，共57页。5.Urgent adj. 紧急的e.g. The issue is urgent according to the officials at the Department of Commerce.根据商务部官员的说法，问题十分紧急。6.Work on sth. 为工作e.g. I worked all night on that article.我整夜为写那篇文章工作。7.Be appreciated 感谢的，感激的e.g. I am appreciated for your great help.我非常感激你的帮助。

9、第16页，共57页。投诉与索赔（baoda-out1）From: Albert albert163To: Lisa lisastitchwellDate: 2019.07.10Subject: RE: wrong delivery under Contract No. XS-2019001Attachment: Dear Lisa,In reply to your letter on July 08 about the wrong goods delivery, we are very sorry about the inconvenience1 caused by wrong deliver

10、y. After careful investigation, we found that the incident was caused by the following fault by one of our staff. The staff responsible for packing put the goods under another order into the goods you ordered by mistake2. 第17页，共57页。We will ship the correct goods, that is, 200 yards fabrics for which

11、 the style No. is XS-FLANNEL-03 to you by airfreight3 right away.As to the wrong delivered goods, we propose two alternative4 solutions5. One is that we sell the goods to you at low price, that is, 1 USD per yard, the other is that you return the goods to us and the freight is for our account6.Pleas

12、e advise us when you receive the goods delivered by air.We apologize7 again for the inconvenience caused by the wrong delivery.Yours sincerelyAlbertSales ManagerWeifang Baoda Textiles Co., Ltd.第18页，共57页。Notes1.Inconvenience n. 不方便e.g. I am sorry for the inconvenience caused by water cut.对于停水造成的不便，我非

13、常抱歉。2.By mistake 错误地e.g. He has been arrested by police by mistake.他已经被警察误抓。3.by airfreight 通过空运e.g. This post requires 2 years working experience in airfreight or ocean forwarding industry.该岗位要求具有两年空运或海运行业的工作经验。第19页，共57页。4.alternative adj.&n. 可选择的e.g. Human are looking for alternative sources of en

14、ergy.人类正在寻找可替代的能源。5.solution n. 解决方案e.g. The two countries are seeking for a peaceful solution for the frontier issue.这两个国家正在寻找边境问题的和平解决方案。6.for our account 由我方承担费用e.g. The charges of the samples are for our account.样品费用由我们承担。7.Apologize v. 道歉第20页，共57页。投诉与索赔（baoda-in2）From: Lisa lisastitchwellTo: Al

15、bert albert163Date: 2019.07.12Subject: RE: RE: wrong delivery under Contract No. XS-2019001Attachment: Dear Albert,Thank you for your quick response.We agree on your proposal1 that the wrong delivered goods will be sold at USD1 per yard to us, and we will remit the amount USD200.00 to your account b

16、y T/T. 第21页，共57页。We will advise you when receiving the goods delivered by air.Thank you for your cooperation.RegardsLisaPurchase ManagerStitchwell Garments Ltd. 456/1/A Tejgaon Industrial Area Dhaka 1208 BangladeshTel -880-2-9882934 Fax- 880-2-8891567cell +8801927919888 第22页，共57页。Notes 1.Proposal n.

17、 提议e.g. Please give your proposal on present educational reform issues.请给出关于当前教育改革问题的提议。第23页，共57页。CASE 2 Beijing Lucky Fibreboard Trading Co., Ltd.一、信函的业务背景北京幸运纤维板贸易公司在收到货物后，发现靠近托盘底部的纤维板发霉。为此，写信给澳大利亚松树有限公司，要求对方查明事件的原因。第24页，共57页。二、北京幸运纤维板贸易公司的信函From: Lingling lingling163To: Bill salesdepartmentpinetr

18、ee.auDate: 2019.08.25Subject: claim1 for the goods under contract No. SC-PINE2019010Attachment: Survey Report2Dear Bill,Refer to the goods under contract No.SC-PINE2019010, weve just received the goods. However, we regretfully find that the some of the fibreboard near the bottom of the pallet3 are s

19、oaking4 and mouldy5. Weve asked Beijing Entry-Exit Inspection and Quarantine Bureau6 to survey on this incident and the surveyors7 opinion is that it is caused by water permeation8. 第25页，共57页。Please investigate9 the incident and provide us your explanation as soon as possible.If it falls within your

20、 responsibility10 we will have to lodge a claim against you11 for the damage of the goods. As to the amount, we would claim for USD500.00 on the goods after evaluating12 the loss13.We are enclosing the Survey Report issued by Beijing Entry-Exit Inspection and Quarantine Bureau.Await your quick respo

21、nse.Sincerely Lingling Purchase ManagerBeijing Lucky Fibreboard Trading Co., Ltd.Tel: 86 Fax: 86ddress: Room 801, International Trade Center, Chaoyang, Beijing, ChinaEmail: lingling163第26页，共57页。Notes1.Claim n.& v. 索赔表示索赔的说法有：Claim, Raise a claim, Lodge a claim, Make a cla

22、ime.g. (1). We would claim for USD5,000 against you on the goods ordered.我们向你对订购的货物提出5，000美元的索赔。 (2). We have to lodge a claim against you for the low quality of the 100 MT rice.我们不得不由于100吨大米的劣质向你方提出索赔。(3). We shall make a claim against you for the shortage of the goods.我们将由于短重向你方提出索赔。第27页，共57页。2.Su

23、rvey Report 调查报告索赔时，需要由调查人出具调查报告作为索赔的依据。3.Pallet n. 托盘4.Soaking adj. 湿透的e.g. I am soaking in the heavy rain.在大雨里，我湿透了。5.Mouldy adj. 发霉的e.g. The cheese is mouldy, so throw it away!奶酪发霉了，扔掉！第28页，共57页。6.Beijing Entry-Exit Inspection and Quarantine Bureau 北京出入境检验检疫局中华人民共和国出入境检验检疫局在各地设有分支机构，负责进出口商品（尤其是法定

24、检验检疫商品）的检验、检疫工作。7.Surveyor n. 调查人8.water permeation 渗水9.investigate v. 调查e.g. The police are investigating the incident.警方正在调查此事件。10.Responsibility n. 责任第29页，共57页。11.lodge a claim against you 向你方提出索赔e.g. We refrain ourselves not to lodge a claim against you considering our friendship.考虑到我们之间的友谊，我们不向

25、你方提出索赔。12.evaluate v. 估价e.g. It is hard to evaluate the loss caused by the fire.火灾引起的损失难以估计。13.loss n. 损失e.g. The death of her husband is a great loss to the whole family.她丈夫的死对于整个家庭是巨大的损失。第30页，共57页。投诉与索赔(lucky-in1)From: Bill salesdepartmentpinetree.auTo: Lingling lingling163Date: 2019.08.26Subject:

26、 RE: claim for the goods under contract No. SC-PINE2019010Attachment: Dear Lingling,In reply to your letter on August 25 about claim on the goods under contract No.SC-PINE2019010, weve checked the detailed records of production and the conditions of your ordered goods before shipment and find nothin

27、g was wrong with1 it. 第31页，共57页。Then, we contacted the shipping company and learn that the ship encountered2 rainstorm during the voyage which resulted in3 water permeation of some of the containers in the ship. So we are not responsible for4 the damage of the goods, but you can contact the agency5

28、of the Insurer6 - (Allianz China General Insurance Company Ltd. 7) to make a claim. Please contact the Surveyor8 of the agency of the Insurer in China as soon as possible.第32页，共57页。Information of the Surveyor of the insurer in ChinaContact person: Li QiangAgency of the Insurer: Allianz China General

29、 Insurance Company Ltd.TEL: 86 20 8396 6788FAX: 86 20 3891 1890e-mail: liqiangsina第33页，共57页。If you have any other problem about the delivered goods, please let us know.Best regardsBill Sales DepartmentPINETREE FIBREBOARD INDUSTRIES CO., LTD.Address: No. 8 Pinetree Road, Melbourne, AustraliaTel : 61-

30、3-85715322Fax: 61-3-85715331Email: salesdepartmentpinetree.au第34页，共57页。货物的装运（lucky-in2）交单与付款(lucky-in2)From: Bill salesdepartmentpinetree.auTo: Lingling lingling163Date: 2019.08.10Subject: RE: RE: shipment and paymentAttachment: Dear Lingling,We have received the amount USD18701.50 remitted by your

31、bank.The documents against Contract No.SC-PINE2019010 have been sent to your address through DHL, and the tracking No. is AU20453689.第35页，共57页。图10.1 海运保险勘察员第36页，共57页。Notes1.Be wrong with sth. 某事物存在问题e.g. Something is wrong with my computer.我的电脑有些问题。2.Encounter v. 遭遇e.g. Whatever profession you take,

32、 you are bound to encounter difficulties.不管你从事什么职业，你注定会遇到困难。3.Result in 导致e.g. My carelessness resulted in my failure in the exam.我的粗心导致了考试的失败。4.Be responsible for sth. 对某事负责e.g. I am responsible for this accident.我对这个事故负责。第37页，共57页。5.Agency n. 代理e.g. The company intend to hire a sales manager throu

33、gh an employment agency.公司打算通过职业中介机构聘用一位销售经理。6.Insurer n. 保险人接受投保人的申请，与投保人订立保险合同，并承担赔偿责任的保险公司。7.ALLIANZ CHINA GENERAL INSURANCE COMPANY LTD. 安联财产保险（中国）有限公司由德国安联保险公司单独出资，总部设于广州的外商独资保险公司。 8.Surveyor n. 勘察员勘察员，此处指保险勘察员。主要工作是被保险财物出险后，负责进行现场勘察的人员。第38页，共57页。V、练习第39页，共57页。VI、技能训练一、根据业务情景和信息写信。（一）业务情景1.大力神轮

34、胎贸易公司在收到了合同LLLT20190608项下的货物后，发现有两条轮胎的规格与合同不相符。于是，DavidSandberg发出信函告知江苏通达轮胎有限公司并要求尽快换货。2.江苏通达轮胎有限公司的李辉在收到DavidSandberg要求换货的信函后，回信表示道歉，并告知将立即通过空运的方式将正确规格的轮胎发运，同时，请DavidSandberg将规格不符的两条轮胎退回，运费由江苏通达轮胎有限公司支付。第40页，共57页。（二）信息1.两条规格与合同不符的轮胎的规格：245/50R18；正确的规格：10.00R20；2.错发货原因：装货人员的工作失误。第41页，共57页。（三）任务根据以上的

35、业务情景和信息写信。1.DavidSandberg写信告知收到的货物中有两条轮胎的规格与合同不相符，并要求换货。信函应包括以下要点：（1）提及合同号LLLT20190608项下的商品；（2）告知到货后发现有两条轮胎的规格与合同不符；（3）附上规格与合同不符的两条轮胎的照片；（4）要求李辉换货；（5）希望李辉尽快处理此事。第42页，共57页。2.李辉回复DavidSandberg要求换货的信函。（1）提及DavidSandberg的要求换货的信函；（2）表示道歉；（3）解释错发货的原因：装货人员的工作失误；（4）同意DavidSandberg的换货要求：通过空运的方式将正确规格的两条轮胎发运；（

36、5）请DavidSandberg将两条规格不符的轮胎退回，运费由江苏通达轮胎有限公司支付。（6）再次表示道歉。第43页，共57页。二、仿真训练（一）进口方Supposing problem happens after receiving the goods, write a letter to make a claim or request the exporter to explain the problem.设想收到货物后问题出现了，并写信向对方索赔或要求解释原因。（二）出口方Reply the claim or complaint letter by the importer. Firs

37、t, you should explain the problem happened, then you will agree or refuse to the claim requested.回复进口方的索赔信或投诉信。你应该解释问题的原因，然后同意或拒绝索赔。第44页，共57页。VII、补充阅读信函1：迟交货引起的投诉业务背景简介：中国的一家贸易公司（青岛鱼山贸易有限公司）与日本的一家智能玩具生产企业（三友智能玩具公司）签订了订货合同。交货期已过，但三友智能玩具公司仍然没有发货。第45页，共57页。From: Alice0512yushantradingTo: Tunkissmarttoy

38、Date: 2019.12.17Subject: Late delivery of Purchase Order No. 15031Attachment: Dear Mr. Tunkis,I would like to remind you that we have not received any information about the goods of Purchase Order No. 15031.The latest date of shipment for the goods mentioned above is by the end of November according

39、 to the Purchase Order. You promised to deliver the goods before December 15 in your last email. 第46页，共57页。As you know, the smart toy is seasonal goods and our customers are in urgent need of the goods for the selling season. If the goods can not be put on the market on time, it will be tough to sel

40、l them out in spite of good design and quality.If the goods ordered can not reach us by December 20, we will have to lodge a claim against you.Please tell us your solution as soon as possible.Yours sincerelyAlice ChenGeneral ManagerQingdao Yushan Trading Co., Ltd.Address: No. 6381 Yushan Road Qingda

41、o, Shandong, ChinaTel: 86 Fax: 8647页，共57页。信函2：卖方对迟交货投诉的回复业务背景简介：日本的三友智能玩具公司的销售经理呐呐在收到青岛鱼山贸易有限公司的总经理爱丽斯关于迟交货的信函后，回信说明迟交货的原因。第48页，共57页。From: TunkissmarttoyTo: Alice0512yushantradingDate: 2019.12.18Subject: RE: Late delivery of Purchase Order No. 15031Attachment: Refer to yo

42、ur letter on December 17, we are very sorry for the inconvenience caused by late delivery.As you know, this is a very busy season for us and it is also a busy season for shipment.Now we are fully engaged in a lot of orders and we have done our utmost to work for your order and will finish the packin

43、g of the ordered goods on December 19.第49页，共57页。We have to deliver the goods by air and have already booked space on December 20. We will inform you as soon as the goods are shipped.We are sorry again for the late delivery and willing to provide you 10 pieces of the smart toys ordered as compensatio

44、n.Sincerely Okada NanaSales ManagerSanyu Smart Toy CorporationAddress: 1-33-2-204，Minamitokiwadai, Itabashi-ku, TOKYO 174-0072 JAPANTel: 81-3-5344-7866; Fax: 81-3-5344-7869第50页，共57页。信函3：由于包装破损引起的索赔业务背景简介：中国的一家草编工艺品生产企业（青岛兴旺手工艺品有限公司）与法国的一家手工艺品贸易公司（优雅贸易有限公司）签订了草编工艺品的购销合同。优雅贸易有限公司在收到货后，发现有部分货物损坏。于是，优雅贸

45、易有限公司的总经理海伦写信给青岛兴旺手工艺品有限公司的销售经理李华说明货物损坏的情况。第51页，共57页。From: helen1219hotmailTo: lihuahandicraftschinaDate: 2019.07.02Subject: damage of the goods under Sales Contract No. 2019-025Attachment: Dear Lihua,Regarding the goods under Sales Contract No. hc2019008, we have just received the 8,000 pieces straw knitting handicrafts which are s