跨境电商B2B商务英语函电 课件项目六：跨境电商索赔与理赔

《跨境电商B2B商务英语函电》B2BCorrespondenceWritingforCross-borderE-commerce

项目六跨境电商索赔与理赔

项目六:跨境电商索赔与理赔任务1：撰写索赔与理赔信函BasicKnowledgeSummarizing一LearningtheTypicalcases二Imitatingwriting三Professionalskillexercises五任务1：撰写索赔与理赔信函TranslationExercises四任务导入任务1:撰写索赔与理赔信函李华早上来到公司，经理告诉她公司前段时间出口的一批服装因为包装不良造成货损，遭到客户索赔。经公司研究决定给客户换货，经理让李华给客户写一封理赔函。那么，理赔函应该怎样写呢？

1.OccasiontoMakeComplaintsorClaims

2.TheRulestoSettleComplaintsorClaims

3.TypicalSentences一、BasicKnowledgeSummarizing

1.OccasiontoMakeComplaintsorClaims一、BasicKnowledgeSummarizingOnexecutionofasalescontract,boththesellerandthebuyermustabidebythetermsandconditionsofthecontractandstrictlyperformtheirrespectiveobligations.Ifoneofthepartiesbreachesthecontract,theothermayrunintotrouble,orsuffergreatlosses.Inthiscase,theaffectedpartycaneitherrequestthedefaultertomakesurethatsuchthingswillnothappenagain,whichisknownas“complaint”,orrequesthimtomakeuphislossesaccordingtotherelevantprovisionsunderthecontract,whichiscalled“claim”.

一、BasicKnowledgeSummarizingBuyertoseller(1)Delayofdeliveryornon-deliveryofthegoodsordered.(2)MIS-dispatchofthegoods.(3)Shortweightorshortquantity.(4)Inferiorquality.(5)Improperpacking.(6)Damagetothegoods.(7)LossescausedbyfailuretobenotifiedofcoveringinsuranceinCIF/CFRterms.一、BasicKnowledgeSummarizingSellertobuyer(1)DelayinestablishinganL/Corfailuretoopenit.(2)PostponingsendingavesselorfailuretosenditinFOBterms.(3)Rejectionofgoodswithoutsoundreasons.

2.TheRulestoSettleComplaintsorClaims一、BasicKnowledgeSummarizing1)Iftheclaimisjustified,acceptitatonce;expressyourregretandpromisetoputthemattersrightassoonaspossible.2)Ifitisunjustified,pointitoutpolitely.Itwouldbeawrongpolicytorefusetheclaimoffhand.

2.TheRulestoSettleComplaintsorClaims一、BasicKnowledgeSummarizing(3)Ifyoucannotdealwithitpromptly,stateyourreasoninanagreeablemanner,promisetolookintothemattertheearliestpossibleandgiveasatisfactoryreplyoncethepositionisclear.1)Ourend-userscomplainedofthedelayindeliveringthegoods.我们的客户抱怨货物迟交。2)Wehavefiledacomplaintwiththeiragentatthisendaboutthebreakageofthepacking.我们已就包装破裂一事向他们在此地的代理人提出索赔。3.TypicalSentences3)Weregrettoinformyouthatwearenotsatisfiedwiththequalityofthegoodswhichisinferiortothatpromisedbyyou.很抱歉，我们对货物的质量并不满意，货物的质量较你方承诺的低劣。4)Weshalllodgeaclaimagainsttheinsurancecompanyforthegoodsdamagedduringtransit.对于货物在运输途中的损失，我们将向保险公司提出索赔。3.TypicalSentences5）WeshouldclaimUSD1,500.00fromyouforthelosscausedbyimproperpacking.我们必须为由于不良包装所造成的损失向你方索赔1,500.00美元。6)Youshouldbeentirelyresponsibleforthelosseswesustainedowingtoimproperpacking.因不良包装使我方遭受的损失，你方应负完全责任。3.TypicalSentences7）Inordertosettletheclaim,wewillimmediatelysendarepresentativetoinvestigatethismatter.Ifourpartywasatfault,thecompensationwillbemadeatonce.

为了处理索赔问题，我方会即刻派代表调查此事。一旦发现是我方疏忽和失误所致的，即刻理赔。8)InviewofthefactthatourgoodswerecarefullypackedbyexperiencedworkmenandsentoutinperfectconditionasshownbyacopyofthecleanB/Lwhichweencloseherewith.Wearecertainthattheyweredamagedthroughcarelesshandlingwhileintransit.

鉴于该批货物全是由经验丰富的技术人员包装，离埠时完好无缺，随附提单可以证明。我方确信你方所抱怨的损失系运送途中粗鲁搬运所致。3.TypicalSentences9)Wesuggestyouhadbetterenteraclaimimmediatelyagainsttheshippingcompany.建议你方立即向船运公司提出索赔较为有利。3.TypicalSentences二、LearningtheTypicalcases任务1:撰写索赔与理赔信函在了解了出口货物货损及客户索赔的基本情况后，李华接着认真研究分析了以前客户的索赔函及公司对索赔函的回函。DearSirs,WethankyouforthepromptdispatchofthegoodsunderourorderNo.226,butregretthattheywerealtogetherinferiorinqualitytothesamples,onwhichbasisweplacedtheorder.Theyaresofarbelow

thecontractedstandard.Thepatternisuneveninplacesandthecoloringvaries.Asthegoodsbecomequiteunsalable,weshallhavetoreturnthegoodstoyouandaskforreplacements.Wehavealwaysbeenabletorelyontheexcellentqualityofyourgoods.Pleaseseetoitthat

allourfutureordersarecarriedout

exactlyascontracted.Shouldthegoodsfailtobeuptotheexpectations

ofourcustomersinanyrespect,theymayturnto

othersfortheirrequirements.Yourssincerely,Letter1:

Acomplaintletter1)inferior：adj.较低的；次等的；低劣的Note1：Acheapercameraisnotalwaysinferiortoamoreexpensiveone.价格低的照相机的质量并不总是比昂贵相机质量差。Theyneversellinferiorgoods.他们从不销售次货。2)farbelow：远远低于，比……差得多Note2：Yourexecutionofourorderisfarbelowourexpectations.你对我方订单的执行情况令我们很失望。3)pattern：n.款式，花样Note3：Weexportournewpatternsofsateentomanycountriesintheworld.我们的新式棉缎出口到世界很多国家。4)uneven：adj.不均匀的,不规律的,不均衡的Thedistributionofnaturalresourcesintheworldisuneven.世界上自然资源的分布是不均衡的。Note4：Thegroundwasmuddyanduneven,butwetoiledon.地面泥泞不平，我们仍吃力地向前走。Thecarbumpedontheunevensurfaceofthegravelroad.汽车在高低不平的砾石路面上颠簸着。Playerscomplainedabouttheunevenbounceofthetenniscourt.运动员抱怨说网球场的反弹力不均匀。5)unsalable：adj.不好销售的Note5：Partsofthegoodsarenotcalledforintheconsignmentagreementandareentirelyunsalableinthismarket.有一部分货物并非是寄售协议所要求的，它们在本地市场完全无法销售。6)carryout(theorder)执行订单，履行订单Note:6：7)uptoexpectation:达到预期。

expectation：期望，期待（名词）Note7：Shehadhighexpectationsofwhatuniversityhadtooffer.她对大学所能给她提供的一切期望很高。Yourworkhasnotcomeuptomyexpectations.你的工作不符合我所期望的。Hisparentshavegreatexpectationsforhisfuture.他父母对他的前途深寄厚望。8)respect：

n.方面，关系，尊敬Note:8respect作“方面,点;细节”解时,一般用于短语inevery/many/some/no/onerespect(s)中。Myargumentisdifferentfromyoursinonecrucialrespect.我的论点在一个至关重要的方面跟你的不一样。9)turnto：

求助于；转向

Ihadtoturntothedictionaryforhelp.我只得求助于字典了。Note:9Youshouldhaveresortstoyourparents.你应该求助于你的父母。Weshouldturnourthoughtstopracticalmatters.我们应把思想转向实际问题。DearSirs,WearedeeplyconcernedaboutthecomplaintaboutthegoodssuppliedtoyourorderNo.226.However,wearegladyoubringthismattertoourattention.Wehavegoneintothematterandfoundthequalityofthegoodsisreallynotinconformitywith

thesamples.Aftertracing,wefinditresultingfromafaultinoneofthemachines,whichhasbeenputright.Wearearrangingforthecorrectgoodstobedispatchedtoyouatonce.Therelevantdocumentswillbemailedtoyouassoonastheyareready.Asregards

thewronggoods,pleasekeepthemuntilcalledforbyourCommercialCounselor’sOffice,whomwehaveinformedofthematteraccordingly.Weapologizeforanyinconvenienceincurred(orcausedbyourerror)andwouldliketoassureyouthatthe

recurrenceofsimilarmistakeswillbeavoidedinthehandlingofyourfutureorders.Yoursfaithfully,

Letter2:Replytoletter1(Asettlementletter)

1）bringthismattertoourattention

使某人注意某事Note1：类似表达有：call/draw/invitesb.’sattentiontosth.Yourpromptattentiontothismatterwillbeappreciated.如蒙对此事予以迅速处理，将不胜感谢。2）gointo：

调查，深入研究Note2：Hespentseveralweeksdiggingintotheproblem.他花了几个星期调查这一问题。3）inconformitywith：与……一致/相符，根据，按照Note3：类似表达有：incompliancewithYourinstructionsunderwhichthegoodswillbepackedarenotinconformitywiththecontract.你方有关货物的包装要求与合同不符。4）fault：

n.缺陷，故障，错误analysisonthefrequentfaultofpackingmachine

包装机常见故障分析Note:4Thereisafaultintheelectricalsystem.电路系统出了故障。Itwasnotourfaultthatwewerelate.这次迟到不是我们的错。5）asregards有关，至于Asregardswheat,pricesareshootingup.至于小麦，其价格正在飞涨。Note:5Asregardsthisjourney,wecannowdecidenothing.关于这次旅行，我们现在不能做任何决定。6）incur：vt.招致；遭受；惹起Ifyoudon'tdothejobproperly,youwillincurblame.如果你不把工作做好,你将会招人责难。Note:6Aslowdownintheeconomycausedustoincurgreatlosses.经济的减缓使我们遭受了很大的损失。7）recurrence：n.再现；再发生；反复Arecurrenceofsuchanoversightcouldimpairouramicablerelations.这样的疏忽倘若再发生，可能有损双方的友好贸易关系。Note:7Measuresmustbetakentostoparecurrenceoflastnight'sviolence.必须采取措施来防止昨晚的暴力事件再发生。李华打开邮箱，查看客户的索赔函，内容如下：三、Imitatingwriting写作时应注意以下要点：（1）告知我方调查的结果。（2）提出理赔的赔付办法。（3）表达希望继续合作的意愿。李华要根据上述索赔函内容及以下写作要点写一封理赔信函。参考回函(onlyforreference)：NingboLeTianForeignTradeCo.,Ltd.NO.293SangtianRoadYinzhouDistrict,Ningbo315100,ChinaTheAtlanticTradeCo.,Inc.400NortonBuilding,NorthYork.Toronto,CanadaNovember30,2023DearSirs,

Furthertoyourletter,wearewritingtotellyouthatourrepresentativehaslookedintothematterandfoundthatitwasamistakebyourstaffatthewarehouse.Weare,therefore,goingtosettletheclaim.Butourproposalofsettlementisthatwewillimmediatelysendyoureplacementsofwhichthequalityisguaranteed.Astothe10cartonsofmen’sshirtsyoureceived,wewillbehighlyappreciatedifyouwilltrytosellforusinyourmarketatourquotedprice,i.e.USD80perpiece.Ifitisacceptabletoyou,pleaseinformusbyfaxsothatthecasecanbesettledbyapromptremittance.Wefeelgreatlyregretfulfortheinconvenienceyouhavesustainedandwouldliketoassureyouthatallpossibleswillbetakentoavoidsuchmistakeshappeningagain.Wetrustthatthearrangementwehavemadewillsatisfyyouandlookforwardtoreceivingyourfurtherorders.

Yoursfaithfully,LiHua

1.Translatingthefollowingphrases.四、TranslationExercisesTranslatingExercises:Part1:Translatingthefollowingphrases..（1）远远低于，比……差得多 ———————————————————————————————（2）调查，深入研究

———————————————————————————————farbelowgointoTranslatingExercises:Part1:Translatingthefollowingphrases..（3）求助于；转向 ———————————————————————————————（4）执行订单，履行订单

———————————————————————————————turntocarryout/executeanorderTranslatingExercises:Part1:Translatingthefollowingphrases..（5）fault———————————————————————————————（6）uptotheexpectation

———————————————————————————————缺陷，错误达到预期TranslatingExercises:Part1:Translatingthefollowingphrases..（7）inconformitywith

———————————————————————————————（8）recurrence———————————————————————————————根据，与……一致再现；再发生；反复TranslatingExercises:Part1:Translatingthefollowingphrases..（9）asregards

———————————————————————————————（10）bringthismattertoourattention

———————————————————————————————有关，至于 使我们注意此事

2.TranslatethefollowingsentencesintoChinese四、TranslationExercisesTranslatingExercises:2.TranslatethefollowingSentencesintoChinese.(1)Wereallyapologizeforthegreatinconveniencecausedtoyou.

———————————————————————————————(2)Wehavelookedintothematter,andfoundthatyourclaimisperfectlyjustified.

———————————————————————————————给贵方造成极大不便，对此我方深表歉意。我们已调查了此事，认为你方提出的索赔是合理的。TranslatingExercises:2.TranslatethefollowingSentencesintoChinese.(3)Wetakeallourcustomers’commentsseriously.Withthisinmind,wearemorethanhappytocoverthecostofreplacingthedefectivegoods.

———————————————————————————————(4)Wefindthatthecaseshowsashortageinweight.

———————————————————————————————我们一向重视客户意见。本着这一理念，我们非常乐意承担因更换次货而产生的一切费用。我们发现每箱重量都少。TranslatingExercises:2.TranslatethefollowingSentencesintoChinese.(5)Onexaminationoftheabove,wefoundthemquiteinferiorinqualitytothosequotedinyourletterofOctober17.

———————————————————————————————

经过检验我们发现，到货与贵公司10月17日来函所告知的情况相比，质量较差。3.TranslatethefollowingsentencesintoEnglish四、TranslationExercisesTranslatingExercises:3.TranslatethefollowingSentencesintoEnglish.(1)到货中有破包20个，我们据此向贵公司提出索赔。

———————————————————————————————(2)我们特向贵公司索赔，金额共计5000美元。

———————————————————————————————Weherebyfileacomplaintwithyouthatoutoftheshipmentarrivedtherewere20bagsbroken.WeherebylodgeaclaimagainstyouforthetotalamountofUS$5,000.TranslatingExercises:3.TranslatethefollowingSentencesintoEnglish.(3)对于此不幸事件，我们深表遗憾。

———————————————————————————————(4)我们希望此不幸事件不会影响我们之间的友好关系。

———————————————————————————————Wewishtoexpressourregretoverthisunfortunateincident.Wehopethisunfortunateincidentwillnotaffectthefriendlyrelationsbetweenus.TranslatingExercises:3.TranslatethefollowingSentencesintoEnglish.(5)我们写信给贵公司请你们用完好的货物来调换次货。

———————————————————————————————Wearewritingtoaskyoutoreplacethedefectivegoodsbyperfectones.

3.Writingaletteraccordingtothedescriptionsbelow五、Professionalskillexercises写作情境：（1）2023年5月美国纽约哈德森有限公司（HardersonCo.,Lid.）的销售经理GeoffPullar向浙江华丽针织袜业有限公司（ZhejiangHualiKnittingSocksCo.,Lid.）订购了1000打男士毛袜(OrderNo.F2432)。7月20日货物抵达目的港，但是GicofPullar检查后发现箱内装的是1000打女式莱尔线袜（women’slislestockings)，并非他们所订的货物。所以他发邮件给浙江华丽针织袜业有限公司的销售经理王平，投诉货物错发，并要求立即换货。参考函文(onlyforreference):DearMr.Wang,

WearewritingtocomplainabouttheshipmentofourOrderNO.F2432forI000dozenmen’swoolenstockingsreceivedthismorning.ThesewereorderedonMay20,2023andconfirmedbyfaxonMay21.However,uponopeningtheboxes,wefoundthattheycontained1000dozenwomen’slislestockings.Wehavetoaskyoutoarrangeforthedispatchofreplacementatonceasweneedthestockingsweorderedtocompletedeliveriestoournewcustomers.Meanwhile,weareholdingthementionedstockingsatyourdisposal.Pleaseletusknowwhattodowithit.

Bestregards,GeofPularHardersonCo.,Ltd.Task1写作情境：（2）Geoff收到孙虹的E-mail和检验报告后，即刻进行了调查，核査之后发现短重确实是由于50袋小麦粉没有按照合同规定的5层耐用纸袋包装，使得部分货物的包装在运输途中破损。Geoff向孙虹回复电邮，告知核査结果，为己方的过错道歉，并表示同意支付索赔的553美元。参考函文(onlyforreference):DearMs.Sun,Withreferencetoyourclaimforshortdeliveryof50bagsofwheatflour,wewishtoexpressourdeepregretovertheincident.Aftercheckingbyourstaff,itwasfoundthatpartoftheconsignmentwasnotpackedin5-plystrongpaperbagsasspecifiedinthecontractthusresultinginthebreakageduringtransit,forwhichweapologizetoyou.Wearemostconcernedtomaintainourlong-standingtradingrelationship.We,therefore,willmakepaymentforUS$553.00,theamountoftheclaim,intoyouraccountwiththeBankofChina,uponreceiptofyouragreement.Wetrustthatthisunfortunateerrorwillnotaffectourfuturerelations.Bestregards,GeoffPullarTask2

4.Choosethebestanswer五、Professionalskillexercises（1）Wewerecompelledto

thedamagedcamerasatagreatly

price.

A.disposewith;reducingB.disposeat;reduce

C.disposefor;reducedD.disposeof;reducedKey:D4.Choosethebestanswer（2）Welookforwardto

thegoodsnextmonth.

A.thedeliveryofB.yourdelivery

C.deliverD.delivery

Key:A4.Choosethebestanswer（3）Theylodgeacomplaint

theseller

thefaultgoods.

A.to;againstB.with;of

C.against;aboutD.against;with

Key:C4.Choosethebestanswer

(4)

checkingthecase,wefounditcontained

differentarticles.

A.In;completeB.On;completely

C.At;completelyD.In;completely

Key:B4.Choosethebestanswer

（5)Yourdelay

shipmentwill

usingreatdifficulty.

A.on;causeB.in;lead

C.at;concludeD.in;involve

Key:D4.Choosethebestanswer

（6)Thedamagemusthavetakenplace

.

A.duringtransitB.intransition

C.intransitD.duringtransition

Key:A4.Choosethebestanswer

（7)Wehavetolodgeaclaimagainstyoufor

quality.

A.inferiorB.superior

C.deceptiveD.detective

Key:A4.Choosethebestanswer

（8)Wehavetoreturnthedamagedgoodstoyouforreplacement

.

A.inyouraccountB.atyourexpense

C.underyourexpenseD.underyouraccount

Key:B4.Choosethebestanswer

（9)Ourcustomers

thatgoodsmusthavebeendampedonroute.

A.complaintsB.complaining

C.beingcomplainingD.complain

Key:D4.Choosethebestanswer

（10)Youshouldbe

allthelossesresultingfromthedelayedshipment.

A.sorryB.responsible

C.responsibleforD.beingresponsible

Key:C4.ChoosethebestanswerStep5：FillintheBlanksDearSirs,Thankyouf