函电第十三章

,单击此处编辑母版标题样式,*,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,LOGO,“Add your company slogan”,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Unit 13 Complaints,Claims and adjustments 抱怨、索赔和调停,Introduction,索理赔函电，产生于对外贸易的业务活动之中,如某一方没有履行合同。但常常是即使双方很小心的，仍然会有申诉和索赔情况出现。解决争议，达成索理赔协议，须经双方平等协商，从而理顺贸易关系，解决业务纠纷，建立国际贸易新秩序，创造良好的国际贸易环境，促进世界范围的经贸事业繁荣发展。对于索理赔函电的拟写，索赔方要实事求是，据理力争；理赔方要澄清事实，分辨是非。这样就有利于纠纷的妥善解决。反之，双方措辞激烈，剑拔弩张，咄咄逼人，或非分奢望，或赖帐狡辩，都不仅无助纠纷的解决，最终很可能会适得其反。,提出抱怨或索赔的信函通常包括：,开头：1）说明写信的原因申诉或索赔的事件；,正文：2)具体介绍发生的事情，如有证据可提,供；,3)提出自己的要求，如要求退货，赔钱等；,结尾：4)期望；希望满足自己的要求，表达合作的,希望等。,调停信函写作要点：,接受申诉或理赔的回信：,开头：1）收到来信并表示很遗憾；,正文：2）对对方信中提及的事情加以解释，调查，,并针对对方的要求给答复；,结尾：3）表示道歉和进一步合作的希望。,不能接受申诉或索赔的回信：,开头：1）收到来信，表示遗憾；,正文：2）对事件进行调查，加以解释，说明原因,和提出证据说明不能负责；,结尾：3）期望：以后合作的机会，或再次表示遗,憾。,每封信件的具体内容会有变化，需要根据实际情况,加以调整。,Sample letter 1 抱怨包装不当,Dear Mr.XX,We have duly received the shipment of our 1200 tins of Longjin Green Tea ordered at CNY 38/tin FOB New York but regret to find them in unsatisfactory condition.We can do nothing but lodge a claim against you.,After carefully examining,it was found that nearly 50 tins are completely wet,obviously attributed to improper packing.We stressed in,Sample letter 1,our last letter the importance of packaging strictly according to your Export Standard,but we found some of them are not packed in water-proof materials before put in the tin with a result that the materials become inferior in quality.,We expect compensation from you for this and should like to take this opportunity to suggest that special care be taken in your future deliveries.,Yours faithfully,Sample letter 2 抱怨延迟交货,Dear sirs,We regret to complain about the late delivery of canned mushroom ordered on July 8.Although you guarantee a delivery in the middle of September,we havent received the goods until this week.We placed the order on the basis of your assurance.,Unfortunately,late delivery has occurred several times recently,and we have no choice but to make it clear that business will be canceled in this case.,Sample letter 2 抱怨延迟交货,We feel it necessary to clarify that if the supplier can not deliver the goods on time,we are unable to explain to our customers.,We hope you can understand our situation and assure us of prompt shipment from now on.,Yours faithfully,敬启者,:,很遗憾,我方不得不申诉关于,7,月,8,日所订蘑菇罐头迟交一事虽然你,方担保过在,9,月中交货,但一直到本周我方才收到货我方是在你方这个,保证的基础上才向你方订货的,很不幸,在这以前曾有过数次类似迟交事件这迫使我方向你方说明,在这种情况下,业务就无法继续下去了,我方感到有必要将我方的想法讲清楚,倘若供应商无法按时交货的话,我方就无法向用户交代,我方希望你方能理解我方的处境并从现在开始保证按期交货,谨上,Dear Sirs,RE:CLAIM FOR SHORT WEIGHT,1500 cartons of canned mushroom under the contract No.FA1770854 have been shipped to Antwerp by YONGFENG“steamer on 10th Sept.When taking the delivery,145 cartons have been found missing.We were told by the shipping company that only 1355 cartons had been shipped on the steamer.,specimen letter 3 短量,Because the weight is short in large quantities,please make up a deficiency of 145 cartons of the missing goods when you deliver the last three items.You are kindly requested to check whether these 1500 cartons of mushroom were loaded on ship in whole at the port of shipment.,Please reply by cable.,Yours truly,specimen letter 3 短量,specimen letter4,回复,Dear sirs,We are sorry to learn from your letter of the 10th May that 100 pairs of leather shoes supplied under the above order are damaged when they reached you.We would certainly replace them and have in fact already done so.Replacements have been sent by parcel this morning.,specimen letter4,回复,Despite the care we took in packing shoes sent by post,there have been recently several reports of damage.To avoid further inconvenience to customers and expenses to ourselves,we are now seeking advice of a packaging consultant and hope we will be able to make improvements.,We regret the need for you to write to us and hope the steps we are taking will ensure the safe arrival of all your orders in future.,Faithfully yours,Dear Sirs:Thank you for your letter of 20 May.We agree with you that our shoes should last longer than one month.If they do not,we like to know the reason why.We have carefully examined the pair you returned to us.Our production manager reports that the shoes have been thoroughly soaked and then dried by heat.Even the best quality shoes will not withstand this treatment.For this reason,we regret that we cannot agree to your request for a replacement pair.,Yours faithfully,specimen letter 5,回复（拒绝赔偿）,1.Choose the best answer:,1)We regret to have to complain _ the bad quality of shipment of sugar by s.s.“Taishan”.,a.at b.about c.on d.in,2)The quality is not in conformity _ the agreed specifications.,a.to b.in c.with d.on,3)We find it imperative to look _ the matter as soon as possible,a.to b.into c.with d.at,4)The leakage occurred during transit result _ your faulty pac