外貿(mào)英語函電-投訴和索賠

Module4ConsequentAffairs

模塊4業(yè)務善后

Situation16ComplaintsandClaims情景16投訴和索賠Situation16ComplaintsandClaims

學習目標

BefamiliarwiththewordsandexpressionsusedincomplaintsandclaimsBeabletowritelettersofmakingcomplaintsandclaimsforallkindsofreasonsBackgroundInformationSpecimenLettersWritingTutorialVocabularyBuilderSentenceMenuTryYourHandTestYourselfTipsSituation16ComplaintsandClaims

Contents

Ininternationaltrade,ifonepartybreachesthecontract,theotherpartyhastherighttomakecomplaintsorclaimsinordertogetcompensation.Situation16ComplaintsandClaims

當合同一方當事人因另一方當事人違約而遭受損失時，受損的一方就會向違約的一方進行投訴或索賠，要求對方補償自己受到的損害。BackgroundInformation背景介紹樣信欣賞寫作指南詞匯拓展句型歸納大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

樣信欣賞寫作指南詞匯拓展句型歸納大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士

Complaintsandclaimsinimportandexportbusinessareusuallymadebythebuyeragainsttheseller,forproblemsofquality,quantity,packingordelivery.ButthesellerwillalsomakecomplaintsorclaimsifthereisdelayinopeninganL/Cordelayinpayment,etc.bythebuyer.Thisisthetypeoftradeclaim.在進出口業(yè)務中，較多的是買方就質(zhì)量、數(shù)量、包裝或交貨問題向賣方投訴或索賠。但如果買方出現(xiàn)遲開信用證或延遲付款等問題，賣方也會做出投訴或索賠。這稱為貿(mào)易索賠。背景介紹Situation16ComplaintsandClaims

樣信欣賞寫作指南詞匯拓展句型歸納大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士背景介紹

Theothertwotypesofclaimareinsuranceclaimandtransportationclaim.Theformerreferstoclaimslodgedagainsttheinsurancecompanywhenriskscoveredintheinsurancepolicyoccurandcausedamagetothegoods.Thelatterreferstoclaimsagainstthecarrierwhengoodsaredamagedduetothecarrier’sfault.另外兩種類型的索賠是保險索賠和運輸索賠。前者是當保險合同承保范圍內(nèi)的風險發(fā)生并造成貨物損失時，向保險公司提出索賠；后者是由于船公司的過錯而引起貨物受損時，向船公司提出索賠。Situation16ComplaintsandClaims

背景介紹樣信欣賞寫作指南詞匯拓展句型歸納大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士SpecimenLetter1：ComplainingaboutOrder

CancellationTask:AnorderfromAspireGarmentCo.,Ltdhasbeencancelledoutofasudden.LinNa,theExportManagerAssistantofGraceImportandExportCompany,isnowcomplainingtoAspireCompany.Aspire服裝有限公司突然取消了向浙江格雷斯進出口有限公司下的訂單。林娜是格雷斯進出口公司出口部的經(jīng)理助理，她正在寫信向Aspire公司投訴。Situation16ComplaintsandClaims

背景介紹樣信欣賞寫作指南詞匯拓展句型歸納大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士ZhejiangGraceImportandExportCompany516HeshanRoad,Hangzhou,ChinaSeptember24,2013DavidSmithAspireGarmentCo.,LtdYorkHouse,LawtonStreetLiverpool,ML32LL,EnglandSituation16ComplaintsandClaims

背景介紹樣信欣賞寫作指南詞匯拓展DearMr.Smith,Re:OrderNo.123YourletterofSep.23hasreceivedourattention.Wearesurprisedatyoursuddencancellation①

ofyourOrderNo.123.Asyouknow,westartedtomanufacturethegoodsassoonaswereceivedyourorder.Weevendeclinedseveralorders②fromotherclientstomeetyourdemand③.Nowwehavealreadybookedtheshippingspaceandallthegoodsarereadyfordelivery.Ifyoucanceltheorder,wewillsufferagreatloss④.句型歸納大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士背景介紹樣信欣賞寫作指南詞匯拓展Inviewofourfriendlybusinessrelationsinthepastandlong-termcooperationinfuture,westronglyinsistthatyouwithdrawyourcancellationofOrderNo.123atoncesothatourcontractwon’tbebreached⑤.Wehopewecansettlethismatterinanamicable⑥

way.Yourearlyreplywillbemuchappreciated.Yoursfaithfully,LinNaExportManagerAssistant句型歸納大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士translationSituation16ComplaintsandClaims

Situation16ComplaintsandClaims

LanguagePointsofLetter1Note1背景介紹yoursuddencancellationofyourOrderNo.123你們突然取消123號訂單

“cancellationofyourorder”是“cancelyourorder”的名詞形式。取消∕撤銷訂單還可以這樣表示：withdrawanorder,revokeanorder句型歸納樣信欣賞寫作指南大膽嘗試詞匯拓展挑戰(zhàn)自我Situation16ComplaintsandClaims

LanguagePointsofLetter1Note2詞匯拓展背景介紹declinedseveralorders拒絕訂單

decline有婉拒的意思，和refuse比較，語氣比較委婉。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

LanguagePointsofLetter1Note3詞匯拓展背景介紹…yourdemandcanbemet滿足你方的需求，此處是被動的用法。meet和demand,request,requirement搭配使用表示“滿足需求”的含義；meet和satisfaction搭配表示“令人滿意”的含義。e.g.Ifyouareinapositiontomeetourrequirement,wewillplacealargeorderwithyou.如果你們能滿足我們的需求，我們將向你們下大宗訂單。Weregrettoinformyouthatwearenotinapositiontomeetyourrequestatthismoment.

很抱歉目前我們無法滿足你們的需求。

Wehopetheywillarriveintimeandmeetyoursatisfaction.

希望它們能及時到達并使你們滿意。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

LanguagePointsofLetter1Note4詞匯拓展背景介紹sufferagreatloss蒙受巨大的損失句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

LanguagePointsofLetter1Note5詞匯拓展背景介紹withdrawyourcancellationofOrderNo.123撤回對123號訂單的取消breachthecontract違反合同句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

LanguagePointsofLetter1Note6詞匯拓展背景介紹amicableadj.原指“友好的，友善的，和睦的”，這里可以理解為“令人滿意的”。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹SpecimenLetter2：ClaimingforInferiorQualityTask:Itisfoundthatthereisconsiderablecolordifferencebetweenthehandbagsreceivedandthesamples.Therefore,NancyBrown,theImportDirectorofRamadaLeatherCo.,Ltd.,iswritingtoGraceImportandExportCompanytocomplainaboutit.Ramada皮具有限公司發(fā)現(xiàn)收到的手提包與樣品有較大的色差。進口部經(jīng)理NancyBrown正在寫信向格雷斯進出口有限公司投訴此事。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹RamadaLeatherCo.,Ltd.230West600SouthSaltLakeCity,Utah84101,U.S.A.September25,2013WangYupengImportDepartmentZhejiangGraceImportandExportCompany516HeshanRoad,Hangzhou,China句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹DearMr.Wang,Re:HandbagsArt.No.H-106underOrderNo.123Wehavetakendeliveryoftheshipmentof2000piecesofHandbagsNo.H-106underourOrderNo.123.Thankyouforyourpunctualexecutionofthisorder.Afterunpackingthegoods,wearesurprisedanddisappointedtofindthat20%ofthehandbagsdonotmatchthesamplesincolor①.Thecolordifference②issoprominentthatourcustomershaverefusedtoaccepttheseitemsinquestion③.句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹Thereforewehavenochoicebutto④askyoutoreplacethemwithnewoneswhosecolorisconsistentwith⑤thesamplesyousentusandrepayustheinspectionfeeof￡215aswell.Enclosedyouwillfindacopyofthecoveringinspectioncertificatefromalocalsurveyorinsupportofourclaim⑦,andadebitnotefortheinspectionfee.⑥Welookforwardtoreceivingyourearlyexplanationofthisdiscrepancy.Yoursfaithfully,NancyBrownImportDirector句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士translationSituation16ComplaintsandClaims

LanguagePointsofLetter2unpackthegoods打開貨物包裝20%ofthehandbagsdonotmatchthesamplesyousentusincolor.20%的手提包顏色和你方發(fā)來的樣品不符。Note1詞匯拓展背景介紹句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

LanguagePointsofLetter2colordifference；coloraberration;colordeviation;colorshading都能表示“色差”的意思Note2詞匯拓展背景介紹句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

LanguagePointsofLetter2inquestion被談論著的，考慮之中的e.g.Thelossinquestionwasbeyondthecoveragegrantedbyus.該損失不包括在我方承保的范圍內(nèi)。weareverysorrytoadvisethatthegoodsinquestioncannotbereadybeforetheendofMay2005,becauseofsomedelayonthepartofourmanufacturers.我們非常抱歉的奉告，由于廠商的延誤，該貨無法在2005年5月底之前備妥。

Note3詞匯拓展背景介紹句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

LanguagePointsofLetter2Thereforewehavenochoicebutto…因此我們不得不∕我們只能做某事也可以用cannotbut來表示同樣的含義，但注意此時后面的動詞要使用不帶to的不定式。e.g.WecannotbutlodgeaclaimwithyouforUS$3,000ontheshort-delivered300kilogramsoftea.我方不得不向貴方就少運的300公斤茶葉提出3000美元的索賠。

Wehavenochoicebuttofineaclaimonyou,whichwehopewillreceiveyourpromptattention.我方只能向貴方提出索賠，希望你們能馬上關注此事。Note4詞匯拓展背景介紹句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

LanguagePointsofLetter2Note5詞匯拓展背景介紹beconsistentwith與…一致

conformto與…相符beinconformitywith與…符合e.g.Afterinspectionthegoodsshippedarefoundnotinconformitywiththesampleyousenttous.對運來的貨物進行檢驗后發(fā)現(xiàn)，它們與貴方以前寄給我們的樣品不符。Wefoundsomepointsthatdon’tconformthetermsintheS/C,andwouldthereforerequestyoutomakethefollowingamendments.我們發(fā)現(xiàn)有幾處與銷售合同條款不符，因此要求你方做出如下修改。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

LanguagePointsofLetter2Note6詞匯拓展背景介紹inspectionfee檢驗費inspectioncertificate檢驗證書surveyor檢驗員，鑒定人；公證行insupportof支持，證明…是正確的debitnote付款通知單句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

LanguagePointsofLetter2Note7詞匯拓展背景介紹claimn.&v.索賠claim常與動詞make,lodge,file,raise等搭配使用。向誰索賠，介詞用against,with,或on；為什么索賠，介詞用for或者onaccountof；對什么貨物提出索賠，介詞用on或者against。e.g.Wehavefiledaclaimonthattradingcompanyfortheshortweight.

由于貨物短重，我們向那家貿(mào)易公司提出了索賠。

Theysubmittedaclaimagainstthiscargoonaccountofinferiorquality.

他們就這批貨的質(zhì)量問題提出了索賠。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹SpecimenLetter3：ComplainingAboutWrongDeliveryTask:JackSimpsonisthePurchasingManagerofSouthBaySportswearCompany.HeiswritingtoZhejiangGraceImportandExportCompanycomplainingaboutwrongdeliveryofthegoods.JackSimpson是SouthBay運動服飾有限公司的采購部經(jīng)理，他正寫信給格雷斯進出口公司投訴他們發(fā)錯了訂單。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹SouthBaySportswearCompany3330FigueroaStreetLosAngeles,U.S.A.September16,2013ZhangMingExportDepartmentZhejiangGraceImportandExportCompany516HeshanRoad,Hangzhou,China句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹DearMr.Zhang,Re:OrderNo.123ThankyouforyourpromptdeliveryofthegoodsunderourOrderNo.123.ButweregrettoinformyouthatthegoodsinCaseNo.10arenotwhatweordered.Wepresume①thatamistakemusthaveoccurredandthiscaseisforanotherorder.Weneedthearticlestocompletedeliveriestoourowncustomers,sowemustaskyoutoarrangeforthedispatchoftherightgoodsimmediately.EnclosedisalistofthegoodsinCaseNo.10andthecopyofyourPackingList.句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹Weareholdingtheabove-mentionedcaseatyourdisposalandpleaseletusknowwhatyouwishustodowithit.②Wearelookingforwardtoyourearlyreply.Yourssincerely,JackSimpsonPurchasingManager句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士translationSituation16ComplaintsandClaims

LanguagePointsofLetter3Note1詞匯拓展背景介紹presumevt.認為，假定，推測此處使用presume，使語氣變得比較緩和，減少了譴責的對方的感覺。試比較下列句子的語氣：e.g.Wepresumethattheremustbesomereasonsforyourhavingtroublewiththisarticle．

我們想，一定是有什么原因?qū)е略摦a(chǎn)品除了問題。

Wecannotunderstandwhyyouhavehadtroublewiththisarticle．我們不明白為什么該產(chǎn)品會出問題。很顯然，第一個句子更加符合函電書寫的禮貌原則。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

LanguagePointsofLetter3Note2詞匯拓展背景介紹hold在此處解釋為保管atone’sdisposal供任意使用，可自行支配

在本句中不宜直譯，可以理解為“替你方保管貨物”。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

WritingTutorial詞匯拓展背景介紹Beingtimelyisthefirstprincipleofmakingacomplaintorclaim.Itisusuallystipulatedinacontractthataclaimshouldbemadewithinacertaintimelimitoritwillbeviewedasinvalid.做出投訴或索賠時，及時是第一原則。因為合同中一般都會規(guī)定索賠的有效期，超出該期限，索賠會被視為無效。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹Anotherprincipleforsuchaletteristobespecificanddefinite.Thewritershouldstateclearlythenumberoftheorderandthecontract,hisdamageorlosses,thereasonwhytherecipientshouldberesponsible,andtheproposedsettlementaswell.Anditisalsoimportanttoprovideevidencefortheclaim.

具體、明確是這類信件寫作的另一個重要原則。寫信時要清楚地說明訂單號、合同號、受損情況、收信人應該負責的原因，還有建議如何解決此事。給出索賠的證據(jù)同樣重要。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹Besides,remembertoremaindiplomaticandcourteouswhilewritingyourletter.Nomatterhowjustifiedyourcomplaintmaybe,donotallowyourlettertobecomeangry,sarcastic,oreventhreatening.Keepinmindthatthepurposeofwritingthisletteristofindoutwhoshouldberesponsibleforthelossesandsolvetheproblem.Aggressiveorinsultingwordsdonothelptogetthingssettled.Theycanonlyadverselyaffectthedevelopmentofbusinessbetweenthetwopartiesinvolved.

此外，寫信時要始終保持禮貌得體。不管你投訴的理由是多么充分，也不要在信里顯出憤怒、尖刻甚至威脅的語氣。記住寫信投訴或索賠的目的是找出應該為損失負責的人并且解決問題。爭強好勝、出言不遜對解決問題毫無幫助，反而只會影響雙方業(yè)務的進展。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹Aletterofcomplaintorclaimgenerallyconsistsofthefollowing:投訴和索賠信件的結構如下：Expressingregretfortheneedtocomplainorclaim;Statingthereasonforthecomplaintorclaim;Indicatingthelossesorinconveniencecaused;Proposinghowtosettletheclaim;Expressingyourexpectation.為提出投訴或索賠表示遺憾；說明投訴或索賠的原因；說明由此造成的損失或不便；提出解決問題的具體辦法；提出期望句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

VocabularyBuilder詞匯拓展背景介紹complainv.

抱怨，申訴，投訴complaintn.

抱怨，申訴，投訴complaintosb.about/ofsth.向某人抱怨某事make/have/reportacomplaintwith/againstsb.onsth.向某人抱怨某事repeatthecomplaintabout重復對某事的抱怨receiveacomplainton收到關于某事的申訴reason/causeforcomplaint抱怨的原因句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹claimn.v.索賠bringup/enter/file/issue/lay/lodge/make/place/putin/raise/register/render/setup/submit/aclaimwith/against/on/uponsb.forsth.因……向某人提出索賠accept/admit/entertain/handleaclaim受理索賠rejectaclaim拒絕索賠settleaclaim解決索賠dismissaclaim駁回索賠abandon/waive/withdrawaclaim放棄/撤回索賠句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹becausedby;beattributedto;resultfrom;arisefrom;betheresultof;asaresultof…由……引起的sufferagreatloss遭受巨大損失negligent;carelessadj.疏忽，失誤negligence;carelessnessn.

疏忽，失誤be(held)responsiblefor應對……負責任beartheresponsibility承擔責任compensatefor補償makeacompensationfor補償amicableadj.友好的，友善的句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹unpackv.

打開（包裝）取出matchv.相同，一致notcorrespondto/confirmto/agreewith/inconformitywith/inaccordancewith…與……不一致colordifference色差inquestion被談論著的，考慮之中的replacev.替換inferiorquality質(zhì)量差shortweight短重shortshipped短裝句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹shortcalculated少算shortpaid少付shortestablished少開overcharge多收wrongdelivery錯發(fā)latedelivery遲交damagedgoods貨物受損improperpackage不當包裝roughhandling野蠻搬運delayinopeninganL/C遲開信用證refusetoestablishtheL/C拒開信用證cancelanorder取消訂單句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹surveyorn.檢驗員，鑒定人surveyreport調(diào)查報告inspectionfee;surveycharge檢驗費inspectioncertificateofquality品質(zhì)檢驗證書inspectioncertificateofweight重量檢驗證書inspectioncertificateofquantity數(shù)量檢驗證書inspectioncertificateoforigin產(chǎn)地檢驗證書inspectioncertificateondamagedcargo驗殘檢驗證書packinglist裝箱單invoice發(fā)票billoflading提單句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

SentenceMenu詞匯拓展背景介紹1.Makingcomplaintsorclaims1.提出索賠WeinformyouwithregretthatrecentlytherearequitemanycomplaintsfromourcustomersaboutyourMen’sShirts.很遺憾地通知貴方，近來相當多的客戶抱怨貴方的男士襯衫。Wehavetocomplaintoyouaboutthedelayinshipmentwhichhascausedusmuchtrouble.我們必須向你們投訴，裝運延遲給我們帶來了很多麻煩。WeregrettohavetocomplainaboutthelatedeliveryofthegoodsunderourOrderNo.123.很遺憾，我們必須向你方投訴123號訂單貨物的發(fā)貨延遲。Thisbeingthecase,wehavetolodgeacomplaintagainstyoufortheinferiorquality.既然如此，我們不得不就質(zhì)量低劣問題向貴方投訴。AfterexaminingthecurtainmaterialssuppliedtoourOrderNo.234,wemustexpressourdisappointmentattheirquality.經(jīng)過對你方向我方234號訂單所供應的窗簾布料的檢驗，我們必須表達對其質(zhì)量的失望。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹2.Explainingthereasonsforthecomplaintorclaim2.說明投訴或索賠的原因Aftercheckingthegoodsagainstyourinvoice,wediscoveredaconsiderableshortageinnumber.經(jīng)過對照發(fā)票查對之后，發(fā)現(xiàn)數(shù)量少了很多。Weareverymuchsurprisedatthenewsthat12piecesofFurswerefoundmissingwithoutthecasesshowinganysignofbeingtamperedwith.箱內(nèi)裘皮短少12張，而箱子并無動過的痕跡，我們對此甚感驚異。Weareunabletoaccepttheshipmentwhichwereceivedfromyoutoday,astheyhadbeencompletelysmashedwhentheyreachedus.我們很難接受今天收到的貨物，因為貨物到達我處時已經(jīng)完全粉碎了。Theshipencounteredheavyweather,and252casesweredamagedbyseawater.貨船遇到了惡劣天氣，252箱茶葉被海水損壞。TheWalnutMeatsarrivedinamoldycondition.核桃仁在到時已經(jīng)發(fā)霉了。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹Afterreinspectionwefoundthatthequalityofthegoodswasnotinconformitywiththecontractstipulations.復驗后發(fā)現(xiàn)，質(zhì)量與合同規(guī)定不符。Wegreatlyregrettosaythatthegoodsarenotinaccordancewithyoursample.非常遺憾，到貨的確與樣品不完全相同Onopeningthecaseswefoundthatwehadreceivedthewronggoods.WereceivedtheLP-868insteadoftheLP-888LaserPrinterthatweordered.開箱時，我們發(fā)現(xiàn)貨物不對，我方收到的是LP-868型激光打印機而不是我方訂購的LP-888型。OnplacingtheorderweweretoldthattheywouldbedeliveredinsiteaboutthemiddleofSeptember.TodayisSeptember22andtheseExcavatorshavenotyettobedelivered!發(fā)訂單時，你方承諾將在9月中旬運抵貨物。今天已是9月22日，但挖掘機連影子都沒見。Thereisadiscrepancybetweenthepackinglistandyourinvoice.裝箱單與發(fā)票不一致。WeregretthatyoustillrefusetoestablishL/Cforthependingcontractinspiteofourpressingforexecutiontimeandagain.很遺憾，盡管我們數(shù)次催促，你方始終拒絕為尚未完成的合同開立信用證。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹3.Offeringevidenceforclaim3.提供索賠依據(jù)Foryourreference,weencloseananalysisofthetestwehavemade.茲附上化驗結果一份供你參考。Weencloseasurveyreportinsupportofourclaim.茲附上一份檢查報告作為我們索賠的依據(jù)。ThesurveyreportissuedbyCCIBisforwardedandyourearlysettlementisrequested.隨附中國商品檢驗局的檢驗報告，希望你方早日理賠。Wenowenclosealistoftheconsignmentandacopyofinvoice.在此我方附上貨物清單和發(fā)票副本。4.Makingproposals4.提出具體要求Wetrustthatyouwillbekindenoughtoacceptthisclaimanddeductthesumclaimedfromtheamountofyournextinvoicetous.我方相信貴方會接受這一索賠并把索賠的款項從貴方下次寄來的發(fā)票金額中扣除。Wemustthereforelodgeaclaimagainstyoufortheamountof$15,800.因此，我們必須向你方提出索賠，金額為15,800美元。I’mafraidyoushouldcompensateusby5%ofthetotalamountofthecontract.貴公司要賠償我方合同全部金額的百分之五。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹Wearetherefore,compelledtoclaimonyoutocompensateusfortheloss,$27,500,whichwehavesustainedbythedamagetothegoods.因此，我方被迫向貴方提出索賠，來補償我方由于貨物受損而遭受的27,500美元的損失。Wemustaskyoutoreplacethemwithgoodsalableones.我們必須請求貴方以適于銷售的貨物更換該貨。Asmuchofthisconsignmentwillbepracticallyuseless,kindlyallowmealiberaldiscountuponthepriceagreedupon.由于這批商品中有很多無法使用，所以希望你方能對原來商定的價格作一次大幅度的折扣優(yōu)惠。 AsourorderwasplacedonaCIFbasisandyoueffectedtheinsurance,weshouldbegratefulifyouwouldsubmittheinsuranceclaimforuswiththeinsurers.由于我方合同是按你方CIF方式成交的，是由你方辦理保險，如蒙代表我方向保險公司提出保險索賠，則不勝感激。WehopethatyouwilltakeyourcommercialreputationintoconsiderationinallseriousnessandopentheL/Catonce.Otherwise,youwillberesponsibleforallthelossescaused.希望你方能認真考慮你們的商業(yè)信譽，立即開證，否則由此帶來的損失由你方承擔。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹5．Expressingexpectations5.表達期望Wehopeyouwillsettlethismatterandbringthecasetoasatisfactoryclose.Wetrustthattherewillbenorepetitionofthiskindoftrouble.希望貴方能盡快圓滿解決此事，并期望類似麻煩不再發(fā)生。Wewouldlikeyoutoinformusofwhatyoudecidetodoregardingourlosses.對于我方的損失，請貴公司告知貴方的處理辦法。Wehopeyouwilleventuallytakeintoconsiderationourfuturebusinessrelationsandletushaveyourremittanceinduecourse.希望你方能最終考慮到我們以后的貿(mào)易關系并及時匯來賠款。Pleasegiveourclaimyourfavorableconsideration請認真考慮我方的索賠。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹Wefeelsurethatyouwillgiveourclaimsyourmostfavorableconsiderationandletushaveyoursettlementatanearlydate.我們相信你方一定會認真考慮并早日解決我們的索賠。Yourearlyexplanationofthisdiscrepancywillbeappreciated.如能早日對此差錯給出解釋，我們將感激不盡。Wehopewecansettlethisdisputeinanamicableway.我們希望能以一個和好的辦法解決這項爭端。Ofcourse,weprefertosettletheclaimbyamicablemeansinsteadofresortingtoarbitration.當然我們寧愿采取和解辦法來解決此項索賠，而不訴諸仲裁。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

TryYourHand

詞匯拓展背景介紹Supposeyouarelodgeacomplaintagainsttheexporter.Pleasecomposealetteraccordingtotheinformationgivenbelow.

假設你正在向出口商進行投，請根據(jù)以下所給信息寫一封信。(1)123號訂單中的瓷器已經(jīng)收到，感謝對方及時發(fā)貨。(2)但是3號貨箱中裝的瓷器已經(jīng)完全破碎，根本無法銷售。(3)經(jīng)檢查，這是由于不當包裝引起的。責任應由對方承擔。向?qū)Ψ骄驮摀p失索賠3000美元以及檢驗費。(4)隨函附上檢驗證書及付款通知單，并希望對方早日理賠。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士KeysSituation16ComplaintsandClaims

TestYourself詞匯拓展背景介紹Fillintheblankswithproperpropositions.

1.WeregrettoinformyouthatthegoodsshippedperS.S.“Victory”arrived_______anunsatisfactorycondition.2.Wecannotbutlodgeaclaim_______you.3.Unfortunately,quiteanumberoftheusersaredissatisfiedwithyourStrawBasketssupplied_______OrderNo.2090.句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹4.Wehopethatyouwilllook_______thecauseofthedefectivegoods.5.Theadditionalchargewillbe_______youraccount.6.Thegoodsdonotcorrespond_______thesample.7.Itisobviousthatthedamageresulted_______improperpacking.8.Thebuyercomplained_______theexcessivemoistureoftheminerals.9._______suchcircumstances,wehavetofileaclaimagainstyoutotheamountofRMB850plusinspectionfee.10.Weareexpectingcompensation_______you.句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士KeysSituation16ComplaintsandClaims

II.Makethebestchoice.

詞匯拓展背景介紹1.Afterunpackingthecasewefoundthegoodsdidnot_______withtheoriginalsample.A.measure B.match C.compare D.agree 2.FiftycasesofGreenTeayousentuswerefoundbadlydamaged.Thiswasapparentlyattributableto_______packing.A.faulty B.superior C.inferior D.wrong 3.Wehavetopointoutthatthe_______ofthefulfillmentofthecontracthascauseduscertainexpenses.A.guarantee B.assurance C.postponement D.advancement句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹4.Afterinspectionoftheaboveshipmentwefound5cases_______.A.losing B.missing C.lost D.missed 5.Youmustberesponsibleforallthelosses_______fromyourdelayinopeningthecoveringL/C.A.Arising B.arousing C.rising D.raising 6.OurAccountsReceivableDepartmenthaswrittentoyouthreetimes;_______,wehavehadnoresponsetoourletters.consequently B.moreover C.thus D.however 7.Wehave_______thedrumsonebyoneandfoundthatmostofthemareleaking.A.tested B.examined C.traced D.rolled句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹8.Pleaseseetoitthatsucha(n)_______doesnotoccuragain.A.mistake B.negligence C.oversight D.carelessness 9.Weregretthatitisnecessarytocomplain_______thenon-deliveryofthe10,000tonsofSugarunderContractBC-012.A.concerning B.about C.regarding D.with 10.Theshipmentwasdelayedbecauseyouhadfailed_______thenecessaryspace.A.order B.toorder C.book D.tobook句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士KeysSituation16ComplaintsandClaims

III.TranslatethefollowingsentencesintoEnglish

詞匯拓展背景介紹我們很遺憾地告知你方，我們收到的貨物與你們提供的樣品不符。(confirmto)破損很明顯是由包裝不良造成的。(becausedby)由于短重5噸，我們必須向你們提出索賠。(shortage;claim)你方貨物抵達我方時嚴重受損，根本無法銷售。(badlydamaged;unsalable)我們很遺憾不得不退回這些貨物。如果你方能盡快用正確的貨物替代，我們將非常高興。(sendback;replacement)關于你方產(chǎn)品質(zhì)量低劣的問題，我方要求你方為我方損失賠償15000美元。(inferiorquality;compensatefor)如果你方不接受我們的提議，我們只能提交仲裁。(submit…toarbitration)我們希望此次事件不會影響我們雙方日后的合作。(detriment)句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士KeysSituation16ComplaintsandClaims

詞匯拓展背景介紹Tips:Howtoclaimeffectively?Oncedamageorlossoccurs,whattheinjuredpartywantsmostistohavehiscomplaintorclaimsettledassoonaspossible.Thenhowtomakeacomplaintorclaimeffective?Wemaytryfromthefollowingaspects:

發(fā)生了損失后，受損一方最希望的是自己的投訴和索賠能盡快得到處理。但怎樣做才能使自己的索賠變得有效呢？我們可以從以下幾個方面進行嘗試：句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹1.Oncedamageorlossofgoodsisfound,thefirstthingweshoulddoistocollectrelevantevidencetosupportourcomplaintorclaimandincludethemallintothesurveyreport.Usually,evidenceneededforcomplaintorclaimisasfollows:nameofthevessel,B/Lnumber,containernumber,sealnumber,conditionoftheouterpackage,shippingmark,placeofinspectionandscenephotos,etc.

1.一旦發(fā)現(xiàn)貨物受損，應立刻收集相關證據(jù)，在檢驗報告中詳細列明。通常索賠需要的證據(jù)有：與貨物有關的船名、提單號、集裝箱號、鉛封號、外包裝狀況、嘜頭、檢驗地點、現(xiàn)場照片等。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹2.Identifytherightpersonwhoshouldberesponsiblefortheaccidentaccordingtotheprovisionsofriskdivisionstipulatedinthecontract,andlodgeaclaimagainsthim.2.根據(jù)合同中對于風險劃分的規(guī)定，找準相關責任人提出索賠。3.Thereisalwaysatermonthevalidperiodforclaiminthecontract.Makesurethattheclaimislodgedwithinthatperiod.Otherwise,theotherpartyhastherighttorejecttheclaim.3.合同中對于索賠的有效期限都有具體規(guī)定，一定要在該期限內(nèi)提出索賠，否則，對方可以拒絕理賠。句型歸納樣信欣賞寫作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士Situation16ComplaintsandClaims

詞匯拓展背景介紹

4.Incommunicationwiththecustomer,weshouldbepositiveandpolite.Itisnotwisealwaystobearinmindthelosswesufferedforitwillleadtoresentment.Instead,youmightmentionsomethingsatisfactoryduringthecooperationbetweenyouandyourpartner,suchasthegoodquality,reasonablepriceandpromptdelivery,etc.Bydoingthis,theblowofyourcomplaintwillbesoftenedandontheotherhand,