外貿(mào)英語(yǔ)函電-投訴和索賠

Module4ConsequentAffairs

模塊4業(yè)務(wù)善后

Situation16ComplaintsandClaims情景16投訴和索賠Situation16ComplaintsandClaims

學(xué)習(xí)目標(biāo)

BefamiliarwiththewordsandexpressionsusedincomplaintsandclaimsBeabletowritelettersofmakingcomplaintsandclaimsforallkindsofreasonsBackgroundInformationSpecimenLettersWritingTutorialVocabularyBuilderSentenceMenuTryYourHandTestYourselfTipsSituation16ComplaintsandClaims

Contents

Ininternationaltrade,ifonepartybreachesthecontract,theotherpartyhastherighttomakecomplaintsorclaimsinordertogetcompensation.Situation16ComplaintsandClaims

當(dāng)合同一方當(dāng)事人因另一方當(dāng)事人違約而遭受損失時(shí)，受損的一方就會(huì)向違約的一方進(jìn)行投訴或索賠，要求對(duì)方補(bǔ)償自己受到的損害。BackgroundInformation背景介紹樣信欣賞寫(xiě)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(xiě)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(jìn)出口業(yè)務(wù)中，較多的是買方就質(zhì)量、數(shù)量、包裝或交貨問(wèn)題向賣方投訴或索賠。但如果買方出現(xiàn)遲開(kāi)信用證或延遲付款等問(wèn)題，賣方也會(huì)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(xiě)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(xiǎn)索賠和運(yùn)輸索賠。前者是當(dāng)保險(xiǎn)合同承保范圍內(nèi)的風(fēng)險(xiǎn)發(fā)生并造成貨物損失時(shí)，向保險(xiǎn)公司提出索賠；后者是由于船公司的過(guò)錯(cuò)而引起貨物受損時(shí)，向船公司提出索賠。Situation16ComplaintsandClaims

背景介紹樣信欣賞寫(xiě)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(jìn)出口有限公司下的訂單。林娜是格雷斯進(jìn)出口公司出口部的經(jīng)理助理，她正在寫(xiě)信向Aspire公司投訴。Situation16ComplaintsandClaims

背景介紹樣信欣賞寫(xiě)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(xiě)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(xiě)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(hào)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(xiě)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(yǔ)氣比較委婉。句型歸納樣信欣賞寫(xiě)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(dòng)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(wú)法滿足你們的需求。

Wehopetheywillarriveintimeandmeetyoursatisfaction.

希望它們能及時(shí)到達(dá)并使你們滿意。句型歸納樣信欣賞寫(xiě)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(xiě)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(duì)123號(hào)訂單的取消breachthecontract違反合同句型歸納樣信欣賞寫(xiě)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(xiě)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(jìn)口部經(jīng)理NancyBrown正在寫(xiě)信向格雷斯進(jìn)出口有限公司投訴此事。句型歸納樣信欣賞寫(xiě)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(xiě)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(xiě)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(xiě)作指南大膽嘗試挑戰(zhàn)自我外貿(mào)小貼士translationSituation16ComplaintsandClaims

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

LanguagePointsofLetter2inquestion被談?wù)撝?，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(wú)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(xiě)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(lái)表示同樣的含義，但注意此時(shí)后面的動(dòng)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(yùn)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(guān)注此事。Note4詞匯拓展背景介紹句型歸納樣信欣賞寫(xiě)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(duì)運(yùn)來(lái)的貨物進(jìn)行檢驗(yàn)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(xiě)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(yàn)費(fèi)inspectioncertificate檢驗(yàn)證書(shū)surveyor檢驗(yàn)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(xiě)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(dòng)詞make,lodge,file,raise等搭配使用。向誰(shuí)索賠，介詞用against,with,或on；為什么索賠，介詞用for或者onaccountof；對(duì)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(wèn)題提出了索賠。句型歸納樣信欣賞寫(xiě)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(yùn)動(dòng)服飾有限公司的采購(gòu)部經(jīng)理，他正寫(xiě)信給格雷斯進(jìn)出口公司投訴他們發(fā)錯(cuò)了訂單。句型歸納樣信欣賞寫(xiě)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(xiě)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(xiě)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(xiě)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(rèn)為，假定，推測(cè)此處使用presume，使語(yǔ)氣變得比較緩和，減少了譴責(zé)的對(duì)方的感覺(jué)。試比較下列句子的語(yǔ)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(wèn)題。

Wecannotunderstandwhyyouhavehadtroublewiththisarticle．我們不明白為什么該產(chǎn)品會(huì)出問(wèn)題。很顯然，第一個(gè)句子更加符合函電書(shū)寫(xiě)的禮貌原則。句型歸納樣信欣賞寫(xiě)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(xiě)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(shí)，及時(shí)是第一原則。因?yàn)楹贤幸话愣紩?huì)規(guī)定索賠的有效期，超出該期限，索賠會(huì)被視為無(wú)效。句型歸納樣信欣賞寫(xiě)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(xiě)作的另一個(gè)重要原則。寫(xiě)信時(shí)要清楚地說(shuō)明訂單號(hào)、合同號(hào)、受損情況、收信人應(yīng)該負(fù)責(zé)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(xiě)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(xiě)信時(shí)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(yǔ)氣。記住寫(xiě)信投訴或索賠的目的是找出應(yīng)該為損失負(fù)責(zé)的人并且解決問(wèn)題。爭(zhēng)強(qiáng)好勝、出言不遜對(duì)解決問(wèn)題毫無(wú)幫助，反而只會(huì)影響雙方業(yè)務(wù)的進(jìn)展。句型歸納樣信欣賞寫(xiě)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(jié)構(gòu)如下：Expressingregretfortheneedtocomplainorclaim;Statingthereasonforthecomplaintorclaim;Indicatingthelossesorinconveniencecaused;Proposinghowtosettletheclaim;Expressingyourexpectation.為提出投訴或索賠表示遺憾；說(shuō)明投訴或索賠的原因；說(shuō)明由此造成的損失或不便；提出解決問(wèn)題的具體辦法；提出期望句型歸納樣信欣賞寫(xiě)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(fù)對(duì)某事的抱怨receiveacomplainton收到關(guān)于某事的申訴reason/causeforcomplaint抱怨的原因句型歸納樣信欣賞寫(xiě)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(xiě)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(yīng)對(duì)……負(fù)責(zé)任beartheresponsibility承擔(dān)責(zé)任compensatefor補(bǔ)償makeacompensationfor補(bǔ)償amicableadj.友好的，友善的句型歸納樣信欣賞寫(xiě)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(kāi)（包裝）取出matchv.相同，一致notcorrespondto/confirmto/agreewith/inconformitywith/inaccordancewith…與……不一致colordifference色差inquestion被談?wù)撝模紤]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(xiě)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(kāi)overcharge多收wrongdelivery錯(cuò)發(fā)latedelivery遲交damagedgoods貨物受損improperpackage不當(dāng)包裝roughhandling野蠻搬運(yùn)delayinopeninganL/C遲開(kāi)信用證refusetoestablishtheL/C拒開(kāi)信用證cancelanorder取消訂單句型歸納樣信欣賞寫(xiě)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(yàn)員，鑒定人surveyreport調(diào)查報(bào)告inspectionfee;surveycharge檢驗(yàn)費(fèi)inspectioncertificateofquality品質(zhì)檢驗(yàn)證書(shū)inspectioncertificateofweight重量檢驗(yàn)證書(shū)inspectioncertificateofquantity數(shù)量檢驗(yàn)證書(shū)inspectioncertificateoforigin產(chǎn)地檢驗(yàn)證書(shū)inspectioncertificateondamagedcargo驗(yàn)殘檢驗(yàn)證書(shū)packinglist裝箱單invoice發(fā)票billoflading提單句型歸納樣信欣賞寫(xiě)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(lái)相當(dāng)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(yùn)延遲給我們帶來(lái)了很多麻煩。WeregrettohavetocomplainaboutthelatedeliveryofthegoodsunderourOrderNo.123.很遺憾，我們必須向你方投訴123號(hào)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(wèn)題向貴方投訴。AfterexaminingthecurtainmaterialssuppliedtoourOrderNo.234,wemustexpressourdisappointmentattheirquality.經(jīng)過(guò)對(duì)你方向我方234號(hào)訂單所供應(yīng)的窗簾布料的檢驗(yàn)，我們必須表達(dá)對(duì)其質(zhì)量的失望。句型歸納樣信欣賞寫(xiě)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(shuō)明投訴或索賠的原因Aftercheckingthegoodsagainstyourinvoice,wediscoveredaconsiderableshortageinnumber.經(jīng)過(guò)對(duì)照發(fā)票查對(duì)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(wú)動(dòng)過(guò)的痕跡，我們對(duì)此甚感驚異。Weareunabletoaccepttheshipmentwhichwereceivedfromyoutoday,astheyhadbeencompletelysmashedwhentheyreachedus.我們很難接受今天收到的貨物，因?yàn)樨浳锏竭_(dá)我處時(shí)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(shí)已經(jīng)發(fā)霉了。句型歸納樣信欣賞寫(xiě)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(fù)驗(yàn)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(kāi)箱時(shí)，我們發(fā)現(xiàn)貨物不對(duì)，我方收到的是LP-868型激光打印機(jī)而不是我方訂購(gòu)的LP-888型。OnplacingtheorderweweretoldthattheywouldbedeliveredinsiteaboutthemiddleofSeptember.TodayisSeptember22andtheseExcavatorshavenotyettobedelivered!發(fā)訂單時(shí)，你方承諾將在9月中旬運(yùn)抵貨物。今天已是9月22日，但挖掘機(jī)連影子都沒(méi)見(jiàn)。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(kāi)立信用證。句型歸納樣信欣賞寫(xiě)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(yàn)結(jié)果一份供你參考。Weencloseasurveyreportinsupportofourclaim.茲附上一份檢查報(bào)告作為我們索賠的依據(jù)。ThesurveyreportissuedbyCCIBisforwardedandyourearlysettlementisrequested.隨附中國(guó)商品檢驗(yàn)局的檢驗(yàn)報(bào)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(huì)接受這一索賠并把索賠的款項(xiàng)從貴方下次寄來(lái)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(xiě)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(lái)補(bǔ)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(qǐng)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(wú)法使用，所以希望你方能對(duì)原來(lái)商定的價(jià)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(xiǎn)，如蒙代表我方向保險(xiǎn)公司提出保險(xiǎn)索賠，則不勝感激。WehopethatyouwilltakeyourcommercialreputationintoconsiderationinallseriousnessandopentheL/Catonce.Otherwise,youwillberesponsibleforallthelossescaused.希望你方能認(rèn)真考慮你們的商業(yè)信譽(yù)，立即開(kāi)證，否則由此帶來(lái)的損失由你方承擔(dān)。句型歸納樣信欣賞寫(xiě)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(dá)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(duì)于我方的損失，請(qǐng)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(guān)系并及時(shí)匯來(lái)賠款。Pleasegiveourclaimyourfavorableconsideration請(qǐng)認(rèn)真考慮我方的索賠。句型歸納樣信欣賞寫(xiě)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(huì)認(rèn)真考慮并早日解決我們的索賠。Yourearlyexplanationofthisdiscrepancywillbeappreciated.如能早日對(duì)此差錯(cuò)給出解釋，我們將感激不盡。Wehopewecansettlethisdisputeinanamicableway.我們希望能以一個(gè)和好的辦法解決這項(xiàng)爭(zhēng)端。Ofcourse,weprefertosettletheclaimbyamicablemeansinsteadofresortingtoarbitration.當(dāng)然我們寧愿采取和解辦法來(lái)解決此項(xiàng)索賠，而不訴諸仲裁。句型歸納樣信欣賞寫(xiě)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(shè)你正在向出口商進(jìn)行投，請(qǐng)根據(jù)以下所給信息寫(xiě)一封信。(1)123號(hào)訂單中的瓷器已經(jīng)收到，感謝對(duì)方及時(shí)發(fā)貨。(2)但是3號(hào)貨箱中裝的瓷器已經(jīng)完全破碎，根本無(wú)法銷售。(3)經(jīng)檢查，這是由于不當(dāng)包裝引起的。責(zé)任應(yīng)由對(duì)方承擔(dān)。向?qū)Ψ骄驮摀p失索賠3000美元以及檢驗(yàn)費(fèi)。(4)隨函附上檢驗(yàn)證書(shū)及付款通知單，并希望對(duì)方早日理賠。句型歸納樣信欣賞寫(xiě)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(xiě)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(xiě)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(xiě)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(xiě)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(xiě)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(dá)我方時(shí)嚴(yán)重受損，根本無(wú)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(guān)于你方產(chǎn)品質(zhì)量低劣的問(wèn)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(huì)影響我們雙方日后的合作。(detriment)句型歸納樣信欣賞寫(xiě)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(gè)方面進(jìn)行嘗試：句型歸納樣信欣賞寫(xiě)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(yīng)立刻收集相關(guān)證據(jù)，在檢驗(yàn)報(bào)告中詳細(xì)列明。通常索賠需要的證據(jù)有：與貨物有關(guān)的船名、提單號(hào)、集裝箱號(hào)、鉛封號(hào)、外包裝狀況、嘜頭、檢驗(yàn)地點(diǎn)、現(xiàn)場(chǎng)照片等。句型歸納樣信欣賞寫(xiě)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(duì)于風(fēng)險(xiǎn)劃分的規(guī)定，找準(zhǔn)相關(guān)責(zé)任人提出索賠。3.Thereisalwaysatermonthevalidperiodforclaiminthecontract.Makesurethattheclaimislodgedwithinthatperiod.Otherwise,theotherpartyhastherighttorejecttheclaim.3.合同中對(duì)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(duì)方可以拒絕理賠。句型歸納樣信欣賞寫(xiě)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,