《跨境電商英語》課件-Complaints Claims and Settlements

ComplaintsClaimsandSettlements知識(shí)目標(biāo)：掌握投訴、索賠與理賠信的基本結(jié)構(gòu)、相關(guān)專業(yè)術(shù)語和典型表達(dá)。能力目標(biāo)：能夠根據(jù)實(shí)際情況運(yùn)用相關(guān)術(shù)語和典型句式，準(zhǔn)確、流暢地書寫投訴、索賠與理賠信函。LearningobjectivesChapter9ComplaintsClaimsandSettlements商務(wù)知識(shí)（Businessknowledge）投訴、索賠信、理賠信的基本結(jié)構(gòu)（Letterstructure）寫信的注意事項(xiàng)（Tipsforletterwriting）3Introduction投訴、索賠和理賠的概念在執(zhí)行合同的過程中，簽約雙方都應(yīng)該履行合同義務(wù)。如果一方未能履行或未能全部履行自己的義務(wù)，即構(gòu)成“違約”。在這種情況下，受損失的一方要求改善或補(bǔ)償時(shí)，即為“投訴”；受損方有權(quán)根據(jù)合同規(guī)定向責(zé)任方提出損害賠償?shù)囊螅础八髻r”；責(zé)任方就受損失一方提出的要求進(jìn)行處理，即“理賠”。投訴或索賠的原因在進(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(huì)做出投訴或索賠。這稱為貿(mào)易索賠。賠償內(nèi)容通常有以下幾種：請(qǐng)求賠償損失、請(qǐng)求補(bǔ)運(yùn)、請(qǐng)求調(diào)換、請(qǐng)求修理、請(qǐng)求減價(jià)或折讓、請(qǐng)求退還貨款并賠償損失等。投訴、索賠、理賠信的基本結(jié)構(gòu)投訴、索賠、理賠信的結(jié)構(gòu)與普通英文商務(wù)信函結(jié)構(gòu)類似，包括：時(shí)間、稱呼、正文和簽名四部分。這部分信函正文內(nèi)容的結(jié)構(gòu)及表達(dá)要點(diǎn)如下：

lettersofcomplaintsorclaims（1）Expressingregretfortheneedtocomplainorclaim為提出投訴或索賠表示遺憾；（2）Statingthereasonforthecomplaintorclaim說明投訴或索賠的原因；（3）Indicatingthelossesorinconveniencecaused說明由此造成的損失或不便；（4）Expressingyourexpectation表達(dá)期望

Lettersofsettlements---Agreetogranttheclaim（1）Regretfortheinconveniencecausedtothereader給對(duì)方帶來的損失或不便感到抱歉；（2）Explainreasonsoftheproblemandexpressthewishtogranttheclaim解釋問題的原因并表示同意賠償（3）Wishtocooperatewiththereaderagain表達(dá)期望

Lettersofsettlements---Refusetogranttheclaim（1）Showyourregretfortheinconveniencecausedtothereader給對(duì)方帶來的損失或不便感到抱歉；（2）Explainreasonsoftheproblemandmakeyourpositionclear解釋問題的原因并表達(dá)自己的立場(chǎng)（3）Statethereasonwhyyoucannotgranttheclaimandmakesuggestions解釋說明不能負(fù)責(zé)的原因并提出解決問題的建議（4）Wishtocooperatewiththereaderagain表達(dá)期望

寫信的注意事項(xiàng)一封投訴或索賠信是為了說服對(duì)方，投訴者或索賠者有合情合理的投訴或索賠理由，并應(yīng)該得到相應(yīng)的答復(fù)。第一，迅速及時(shí)。如果出現(xiàn)問題要盡快通知對(duì)方，以免過時(shí)無效。第二，具體明確。一般來說，投訴的目的是為了獲得更好的服務(wù)，信寫得越具體就越容易使對(duì)方處理。寫信時(shí)要清楚地說明訂單號(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。第三，客觀禮貌。語氣盡可能客觀、禮貌，否則會(huì)引起對(duì)方反感而拖延回復(fù)甚至拒絕回復(fù)。因此，投訴者要注意有理有據(jù)有節(jié)的在信中表達(dá)自己的訴求，態(tài)度真誠，盡量不要傷害對(duì)方感情。第四，引據(jù)準(zhǔn)確。為了有說服力，經(jīng)常要引據(jù)合同條文或證明文件，這就要求前后一致。不能草率馬虎，使自己處于被動(dòng)和不利地位。給出索賠的證據(jù)同樣重要?；貜?fù)索賠信的信函被稱為理賠信。撰寫理賠信必須謹(jǐn)慎小心因?yàn)樗谔幚韱栴}中扮演著重要的角色。理賠信不僅是為了表明已做好解決問題的準(zhǔn)備，還應(yīng)該爭(zhēng)取使對(duì)方相信所發(fā)生的錯(cuò)誤只是一次失誤，并非故意為之。Task1Task211TasksTask1假設(shè)你是美國漢森公司進(jìn)口部的經(jīng)理BlackJones（GHanson&Co.Ltd.；Address：78SouthStreet,NewYork,USA；Tel：86-36-12345；Fax：86-36-67890；E-mail:BlackJones@GHC.com），你公司收到了訂單下的貨物和單據(jù)，但發(fā)現(xiàn)一箱貨物非訂單貨物，你立即寫信向南京紡織品進(jìn)出口公司出口部的經(jīng)理Brighten投訴（NanjingTextilesImport&ExportCorporation；Address：77YunnanRoad,Nanjing210000,Jiangsu,China；Tel：86-25-12345678；Fax：86-25-23456789；E-mail：Brighten@N），并要求對(duì)方對(duì)錯(cuò)誤的貨物重新發(fā)貨。Sample1From:BlackJones@GHC.ComSent:Monday,1stNov.,2017-10:00To:Brighten@NSubject:wronggoodsdeliveredunderorderNo.123Attachment:alistofthecontentsofcartonNo.20acopyofyourpackinglistNo.1234DearMr.Brighten,Re:OrderNo.123ThankyouforyourpromptdeliveryofthegoodsunderourOrderNo.123.ButweregrettoinformyouthatthegoodsinCaseNo.20arenotwhatweordered.Wepresumethatamistakemusthaveoccurredandthiscaseisforanotherorder.Sample1Weneedthearticlestocompletedeliveriestoourowncustomers,sowemustaskyoutoarrangeforthedispatchoftherightgoodsimmediately.EnclosedisalistofthegoodsinCaseNo.20andthecopyofyourpackingList.Weareholdingtheabove-mentionedcaseatyourdisposalandpleaseletusknowwhatyouwishustodowithit.Wearelookingforwardtoyourearlyreply.BestRegards,BlackJonesGHanson&Co.Ltd.；Address：78SouthStreet,NewYork,USA；Tel：86-36-12345；Fax：86-36-67890Task2Reply—ComplaintAcceptedAfterreceivingthecomplaintletter,Brighten,thesalesmanageroftheseller,lookedintothematterandfoundthatthemistakewasindeedmadeinpacking.Hewroteatoncetothebuyertoapologizeandtotellhowtodealwiththewronglydeliveredgoods,hopingthisincidentwouldnotinfluencetheirfuturedealingsunfavorably.Sample2From:Brighten@NSent:Tuesday,Nov.2nd,201710:01AMTo:BlackJones@GHC.comSubject:orderNO.123DearMr.BlackJones,ThanksforyouremailofNov.1st.Weweregladtoknowthattheconsignmentdulyarrived,butitwaswithgreatregretthatwelearnedthatcartonN0.20didnotcontaintherightgoods.Havinglookedintothematter,wefindthatamistakewasmadeinpacking.Throughaconfusionofnumbers,onecartonforanotherorderwassenttoyouindeed.Wehavearrangedforthereplacementstobedispatchedtoyouatonce,andtherelativedocumentswillbeairmailedtoyouassoonastheyareready.AsforthegoodsincartonNo.20,weshallbeverygratefulifyouwouldcontactalocalbuyerforus.Sample2Pleaseacceptourmanyapologiesforthetroublecausedtoyou,andweguaranteepromptandcorrectdeliveryofyourordersinthefuture.BestRegards,BrightenNanjingTextilesImport&ExportCorporationAddress：77YunnanRoad,Nanjing210000,Jiangsu,ChinaTel：86-25-12345678Fax：86-25-23456789Task3ComplainingAboutimproperpacking假設(shè)你是美國辛普森公司（H.Simpson&Co.Ltd.；Address：98SouthStreet,Boston,USA；Tel：86-36-12345；Fax：86-36-67890；E-mail:SmithEvans@SCL.com）進(jìn)口部的經(jīng)理SmithEvans，發(fā)現(xiàn)收到的玩具有部分損壞，隨即向江蘇省揚(yáng)州亞倫玩具進(jìn)出口有限公司的銷售經(jīng)理Allen（YangzhouArronToyImport&ExportCo.Ltd.;Address：68XiaobeiRoad,Yangzhou225100,Jiangsu,China；Tel：86Fax：86E-mail:Allen@A）投訴此事。Sample3From:SmithEvans@SCL.comSent:Wednesday,Nov.3rd,201710:01AMTo:Allen@ASubject:ToysunderOrderNo.318DearMrAllen，WearewritingtoinformyouthatthetoyscoveredbyourorderNo.318arrivedinsuchanunsatisfactoryconditionthatwehavenochoicebuttolodgeaclaimagainstyou.Afterunpackingthegoods,wearesurprisedanddisappointedtofindthat10%ofthemarebrokenandsomearebadlyscratched,whichyoucanseefromthepicturesweattached.Obviouslyitwasattributedtoimproperpacking.Sample3Therefore,wecannotofferitforsaleatthenormalpriceandsuggestthatyoumakeusanallowanceof20%ontheinvoicedprice.Thisistheamountbywhichweproposetoreduceoursellingpriceorweshallhavetoreturnthegoodstoyouforreplacements.Theextrafreight,ofcourse,willbeforyouraccount.Wehopeyouwillgivethismatteryourmostfavorableconsiderationandweawaityourpromptreply.Yoursfaithfully,SmithEvansH.Simpson&Co.Ltd.Address：98SouthStreet,Boston,USA；Tel：86-36-12345；Fax：86-36-67890；Task4Reply—SuggestingaclaimtotheshippingcompanyAllen,salesmanagerofYangzhouArronToyImport&ExportCo.Ltd,receivedtheletterandthoughtitwasnottheseller’sfault.Hewritesalettertothebuyer,suggestingaclaimtotheshippingcompany.Sample4From:Allen@ASent:Wednesday,Nov3rd,2017-16:30To:SmithEvans@SCL.comSubject:YourclaimonOrderNo.318DearSmithEvans，WeregrettolearnfromyourletterthismorningthatthetoysunderyourorderNo.318arrivedinanunsatisfactorycondition.Sample4Ifwewereatfaultwewouldcertainlyagreetoyourproposal.ButthefactwasthatourgoodswerecarefullypackedbyexperiencedworkersasperthecontractstipulationsandsentoutinperfectconditionasshownbyacopyofthecleanB/Lwejustfaxedtoyou.Inviewoftheabove,wearesurethedamagewasmadethroughcarelesshandlingduringthetransit.Therefore,wesuggestyouhadbetterfileaclaimatonceagainsttheShippingCompany.Owingtoourlongtermbusinessrelations,ifyousendusthepapersshowingexactconditionstheconsignmentarrivedatyourport,we’dliketotakeupthematterforyouandhelpyouobtaincompensationfromtheShippingCompany.Sample4Wearewaitingforyourreply.Bestregards，AllenYangzhouArronToyImport&ExportCo.Ltd.Address：68XiaobeiRoad,Yangzhou225100,Jiangsu,China；Tel：86Fax：86etter1Letter2Letter3Letter425Morelettersforreference26TypicalExpressions●Wehavetocomplaintoyouaboutthedelayinshipmentwhichhascausedusmuchtrouble.我們必須向你們投訴，裝運(yùn)延遲給我們帶來了很多麻煩?！馱eregrettohavetocomplainaboutthelatedeliveryofthegoodsunderourOrderNo.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。●wehavetolodgeacomplaintagainstyoufortheinferiorquality.我們不得不就質(zhì)量低劣問題向貴方投訴。

Makingcomplaintsorclaims●Wegreatlyregrettosaythatthegoodsarenotinaccordancewithyoursample.非常遺憾，到貨的確與樣品不完全相同。●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?！馎ftercheckingthegoodsagainstyourinvoice,wediscoveredaconsiderableshortageinnumber.經(jīng)過對(duì)照發(fā)票查對(duì)之后，發(fā)現(xiàn)數(shù)量少了很多。ExplainingthereasonsforthecomplaintorclaimLOREMIPSUMDOLOR●ThesurveyreportissuedbyCCIBisforwardedandyourearlysettlementisrequest