索赔谈判

慢出货的理由罗列
本周没有船
there is no vessel available this week
生产期排得太满//前批货的生产超出了计划//订单接得太多，无法准时完成生产
there is too many orders to be fulfilled /the production line is over booked due to too tight schedule/because the previous order was postponed/because
这个月假日太多
there are too many holidays
不良率太高，要翻修
the defective rate is too high.
-------Cases
A: This is the phone call from Bob Johnson. May
I talk with the sales manager, Mr. George Chen?
B: Yes, speaking. What can I do for you?
A: George, we need to know if you have shipped
our order no.SE SE-012 by the end of July. Have
you sent us the shipping advice?
B: Sorry, this order will be delayed to August 15,
because of
原料短缺
The serious shortage of the raw material
人力短缺
The serious labour shortage
台风造成的损失
The damage caused by typhoon
生产不顺
The problem on our production line
模具晚交
The delay on tooling/making die
L/C 慢开
The delay of your L/C opening
客供辅料晚到
The delay of accessories supplied by your side
B: we are doing our best to ship this order as early as we can.
A: George, our customer needs this shipment within this week. Otherwise, their production will be shut down and we have to pay for all of their loss. Please do your best
to help us.
B: We will try our very best, but it it‟s not possible to ship it s this week. The soonest delivery time will be in the early of next week.
A: In this case, you have to make the shipment by air freight instead of original sea freight. Also, you have to pay the difference between air freight and sea freight.
B: 承担费用
–这不是我方的错，很抱歉，我们无法承担
–since this is not our fault, we are sorry we cannot accept
it./bear the charge/cover/share
– 我们无法控制，但是费用既然发生了，你我双方一半一半吧
– Since this is out of our control, however, the loss was there, let’s share half of the cost
– 好吧，是我方的错，我方愿意尽快安排空运，费用由我方承担
– Ok, since it is our fault, we will make production and effect delivery by air as soon as
possible, and we will pay the difference/balance of freight charge.
A: O.K. we we‟ll discuss it with our customer and let ll you know the result so on. But, please do
your best to work day and night to catch the schedule, or we will be in a serious trouble.
B: We know your hard position and have arranged three shifts to work 24 hours a day now
品质不符的洽谈 （讨论）
减价出运（植绒面料） 退还修理再出货（毛厂） 在国外修理（提供配件） 销毁补货（太
阳帽） 承诺下次提供品质更好的产品 直接退货
卖方：最好不要退货，费用高，手续麻烦
买方：也不希望退货（马的例子） -------Useful expressions 直接了当地向对方提出质疑是解决问题的上策。

– 我有一个问题。

– I have a query query …… – 请问合约准备好了吗？ – Is the contract ready yet? – 请问你将订单送出了吗？ – Have you sent that order yet? – 我们好象还没有收到六月份的付款 – We seem to be missing the June payment. 。

– 可否请你核查一下是否发出了全部的货物？ – Could you check to see if you sent the full shipment?
– 洛克不喜欢““哈尔及哈迪公司””使用的颜色。

认为它们不吉利。

但是我明确告诉她我们绝
不会个更改那些颜色，因为那是国内众所周知代表我们公司的颜色。

– Apparently Lok has a problem with the Hale and Hearty colours colours. They . They…re unlucky.
But I assured her we would never change the colours because they are recognised nationally
– 我们刚刚得知我们的一批货物丢失了。

– We've just heard that our shipment's gone missing.
– 他们打电话来说那批货在码头上被耽搁住了。

––这和我们想象的不完全一致。

––That's not exactly what we had in mind.
––我认为在这种情况下它不会有效。

––I can't see it working in this context.
––我们可能需要重新考虑这个问题。

––We might need to rethink this.
Delivering an ultimatum
发出最后通牒
如果你做不了，我只好请外面的人来做了。

If you can't do it, I'll have to outsource.
如果你不能对此采取行动的话，我们就不得不取消订单了。

If you are unable to move on this, we'll have to cancel the order. 除非你能交货，否则我想我们必须要另找出路了。

I'm afraid we'll have to look elsewhere unless you can deliver.
Words and phrases
To throw a spanner in the works: to do or say something that prevents a
: plan or activity from going ahead successfully.
To throw a spanner in the works：意思是出难题或者是破坏了一项计划。

：Damage control: (also : damage management, damage limitation) 控制损失或是减少损失To close (a deal) deal): To successfully sign off on an agreement or transaction.
To close( a deal) deal)：成功的完成一项协议或是一笔交易。

：To run something past someone: to suggest an idea to someone for their opinion.
To run something past someone：向人提出一项建议。

：To give something the go ahead: to grant approval of an idea or project.
To give something the go ahead：批准一个计划或是项目。

：To run with something: to agree to something; to act in accordance with a
suggestion or plan.
To run with something：同意一件事、依照某种办法去做。

discussing payment
options)
A: How would you like to handle payment options for your order?
B: Generally speaking, , we usually go with a 50/50 arrangement with our suppliers . We We‟ll pay 50% of our order upfront, 50% upon receipt. That That‟s how we s we‟ve done things in the past
A: For a first time order, our policy is to require a minimum of 75% of the payment upfront. Subsequent orders are usually arranged at a 50/50 payment plan. Since this is the first time we are working together, we we‟ll have to require a higher initial deposit deposit.
A: Generally our payment policies are less negotiable negotiable. . We have several options for the initial payment, however. You can pay the initial 75% of your order in two installments installments, one to be made at signing of contract, the other due at 30 days after the signing of contract.
B: Would paying on installments affect our production date?
A: No, because the production process will take up to three months, your second installment will be received before production is complet e. It shouldn shouldn‟t affect your dates at all.
B: If we made the initial payment in one lump sum, would you be willing to consider a 70/30 arrangement?
A: 70/30 might be able to be arranged, if you made your payment by electronic funds transfer or direct online check.
B: Great!
B: 75% upfront seems a little high. We haven haven‟t encountered this situation with any of the other partners we have worked with. Do you think you could give us a little break on this one? Payment options
我们采用信用证付款方式。

We adopt payment by L/C.
对你方要求以承兑交单方式付款一事，我们歉难考虑。

We regret that we are unable to consider your request for paymen payment under D/A terms. t We wish you could supply us in future on 60 days D/A terms. 我们希望你方能按6060天期承兑交
单方式向我方供货。

对你方这批试订购的货物，我们准备接受付款交单方式付款。

We are prepared to accept payment for your trial order on D/P ba basis. sis.很遗憾，我方不能考虑贵方以承兑交单的方式付款的要求。

通常，我方要求以信用证
来付款
We regret that we are unable to consider your request for paymen payment on
t D/A terms. As a rule, we ask for payment by L/C.
作为一个特例，第一个订单我们同意承兑交单的付款方式
As an exceptional case, we accept payment for your initial order on D/A basis.
作为特殊照顾，我们同意你方建议接受即期付款交单，但是这不应视为先例。

As a special accommodation, we agree to your proposal and accept payment by D/P at sight, but this should not be regarded as a precedent.
为了促销，首次合作我们同意承兑交单的付款方式
In order to pave the way for your pushing the sale for our products in your market, we agree to payment for this transaction under D/A terms
为了节约开证费用，只要货物备妥，仓位订好后我方即安排全额付款
In order to save a lot of expenses on opening the letter of credit, we will remit you the full amount by T/T when the goods purchased by us are ready for shipment and the freight space is booked. Urging establishment of L/C
货物已备妥，请尽快安排合同ACAC––13011301对应的信用证。

As the goods have been ready, please rush the L/C covering S/C AC – 1301.
刚才我传真了跟单信用证申请表一份，受益人是ABCABC公司，金额为4万美元，是不可撤销的，有效期至6月15日止。

请查收一下。

Just now, I faxed an application form for documentary credit in favor of ABC company. It is an irrevocable letter of credit for $40,000 and it will be valid until June 15. Please check it.
信用证的金额不足。

请将单价从33美元改为3.53.5美元，总金额改为7万美金
We have found that the amount of your L/C is
insufficient. Please increase the unit price from
$3 to $3.5 and total amount to $70,000
请去掉“直达船””的条款，并插入“允许转运和分批转运”的话。

Plea se delete the clause “by direct steame r”and insert the wording “Transshipment and partial shipment are allowed”. Amendment of L/C
谢谢你531531号信用证，但是有些不符点。

Thanks a lot for your L/C No 531,but there are some discrepancies in it.
请指示银行做必要的更改
Please instruct your bank to make the necessary amendments of the L/C.
请把信用证改为“允许分批装运””
Please amend the L/C as allowing partial shipments.
请把信用证的金额改为“允许2%溢短””
Please amend the amount of the L/C to read 2% more or less
Extension of L/C
请分别延展信用证的装运期和有效期到5月15日和6月1日
Please extend the shipment date and the validity of your L/C to 15 May and 1 June respectively
请将信用证的装运期延到6月4日以便按时发货
Please have the L/C No.419 extended until 4 June so that we may make shipment without delay
Cases
A: I’m glad to say that we m we’ve sett led the price, quality and quantity of the transaction. Now what about the terms of payment?
B: We only accept payment by confirmed irrevocable letter of credit.
A: As this is the first transaction, I would suggest that you give more favorable terms. What about D/A?
B: Sorry. Payment by L/C is our usual practice with all customers. As a matter of fact, L/C protects the seller as well asthe buyer.
A: Then is D/P acceptable to you?
B: I I’m afraid w e must insist on our usual form
A: To tell you frankly, in opening a letter of credit with a ban bank i have to pay a deposit. That will tie my funds,
B: You might consult with your bank and see if it can reduce the required deposit to a minimum.
A: Still there will be certain bank charges. To meet each other half half-way, what do you say to a 50% by L/C and the balance byD/P?
B: I I’m awfully sorry, but I m I’m afraid I cannot promise even that, we do require payment by L/C. A: Well, I I’ll think it over. By the way, when must I open the L/C, ll if I want the goods to be delivered in June? B: A month before shipment.
A: Very well. I I’ll arrange for the L/C as soon as I get home.
B: The sooner we get you L/C, the earlier shipment can be effected.
A: Thank you very much.
B: I I’m glad to be of help
Key expressions about Insurance
我们已将货物投保平安险和一切险。

We have insured the goods against F.P.A and All Risks.
水渍险W.P.AW.A
战争险War Risks
我方将按发票金额110%投保此货物
We shall insure the goods for 110% of the invoice value.
我方一般对按CIFCIF价出售的货物向中国人民保险公司投保。

We usually insure with the People‟s Insurance C ompany of China for the goods sold on CIF basis
我方很遗憾得知贵方货物在途中严重受损。

保险公司将按照投保险别
赔偿贵方损失。

We are sorry to learn that your goods were badly damaged during
transit and the insurance company will compensate you for the
losses according to the insurance coverage arranged. 签发检验证明
to issue an inspection certificate
保险索赔应在货物到达目的港3030天内提交保险公司或其代理商。

An insurance claim should be submitted to the insurance company
or its agents within 30 days after the arrival of the consignment at the port of destination.
如果货物发生损坏，贵方可凭检验报告与贵处保险代理联系并提出保险索赔。

Should any damage be incurred you may approach the insurance agents at your end and submit an insurance claim supported by a survey report.
Discuss quality control issue
MEBC P258
B：你们如何控制生产品质？：？B (seller): How do you control the quality of your products? A：所有进料进入生产线以前必须通过进料品管。

我们生产线上有许：多线上品管站来控制品质。

每批出货有100%检验，所以可以保证最佳品质。

此外，我们正在改变生产制程朝自动化控制，因此可降低人工成本，避免人为过失。

A: All incoming materials have to pass our IQC (Incoming Quality Control) before entering to our production line. There are sever several IPQC stops. (In Process Quality Control stops ) in our production line to control the quality. We also do 100% inspection on every finished product to ensure our quality. Therefore, you can be finished assured of our best quality. Moreover, we are changing our production process towards automatic control so that we can reduce the labor cost and avoid
any man man-made mistake.
Key vocabulary
Substandard QC Hazardous Output Liability Start from scratch=from beginning Safety regulation Safety compliance certificate Up to standard Quality control expert Random sampling Quality inspection Better safe than sorry
丽安：你们的收购要求非常具体。

Your purchase specifications are very detailed.
你们对产品的湿度、颜色和味道都提出了具体的要求
You specify moisture content, colour and flavour
目前为止还没有任何收购商对我们产品的质量提出过疑问。

No buyer has ever questioned the quality of our product.
事实上我们为自己的茶叶产品能够保持一贯的高品质感到自豪。

In fact we pride ourselves on the consistency and high grade of our tea. flavour.
我们工厂在生产中只使用质量最好的材料
Our factories use only the highest quality materials in production. on.
我们所用的辅料都必须是无镍
All the accessories should be nickle-free.
我们所有的生产线都满足并且超越了安全标准
We meet and exceed safety regulations for all of our product lines.
我们获得了所有相关政府部门的安全合格证明
We have obtained safety compliance certificates from all the necessary government agencies. 你们目前通过什么样的措施来控制质量？
What kind of measures do you currently have in place for quality control?
我们在生产线上专门有质量专家对所有的出品进行监控
We have quality control experts who stand in our production lines to monitor all output.
我们对产品进行随机抽样以保持产品的质量水平
We do random sampling to make sure the level of quality is maintained
每一个从我们工厂出来的产品都经过质量检验
Each and every unit that goes out of our factory is quality inspected
我们的标准程序是装箱前都过一遍检针测试
Our standard procedure is to do a quick needle check before packing
Giving reassurance 向对方做解释道格拉斯：我可以向你保证这些规格要求是标准的做法Douglas Douglas：：I assure you these specifications are standard. 丽安：虽然如此，从互信
的角度来说这些规格要求都是不必要的。

Lian Lian: : Still, in good faith, such specifications should be unnecessary.
道格拉斯：我非常理解您的想法。

Douglas: I fully understand your concerns here.
道格拉斯：但是这些条件保证了产品的质量标准。

Douglas: But these conditions reflect standard product guarantees.
道格拉斯：它们绝不意味着对贵公司产品的任何不信任。

Douglas: In no way are they meant to throw doubt on the quality of
your tea.
道格拉斯：只是我们双方都需要对交易货物的具体情况有个相互的了
解。

Douglas: It's just that we need to have a mutual understanding of
what exactly is being supplied.
道格拉斯：这样吧，我想把这个问题延后讨论也许是个好主意。

先让我们一起来看看我们都达成了哪些协议吧。

Douglas: OK. I think it would be a good idea to come back to this later. Let's look again at where we have agreement.
您不必为此感到不安。

You don't need to worry about that.
有关那一点，请您尽管放心好了。

Let me put your mind at rest about that.
我可以向您保证这是通行的做法。

Let me reassure you that it's standard practice.
Showing understanding
道格拉斯：我非常理解您的想法。

Douglas: I fully understand your concerns here.
我理解你的立场。

I realize your position.
我完全明白您的这个立场
I appreciate your position here
packing
We have carefully noted your assorting requirement. However, for Article No. Kbo677 and Kb7900, the ordered quantity, 540 sets, cannot satisfy the packing mode, which is 8 sets/ ctn. Therefore we suggest adjusting the quantity to 536 sets respectively.
我们仔细阅读了你的搭配要求。

然而，Kbo677 和Kb7900 ，订购数量是540540套，装箱方式是8套一箱（除不尽）。

因此，我们建议把数量分别调整到536536套。

A: I I’d like to have a look a t the pack. Have you got any samples?
B: Here it is.
A: As a matter of fact, you have to pay extra expenses if you want to change into wooden cases.
A: I don don’t think the cases are strong enough to stand rough handling at the ports.
B: We We’ll use hard fermented plastic padding ( l 硬泡沫塑料垫）to fix the goods inside the cartons and use metal straps to reinforce the outsides traps outside
A: Fine. Do you mark the bar codes on the inner packing?
B: Of course. And we we’ll mark ll “Handle with Care on the face of the carton.
Packing vocabulary
保护内包装Protective inner packing 保利龙styrofoam 内盒Inner box 外销纸箱Export carton 气泡包装Blister packing 纸盒Cardboard box 毛绒内里Felt lining 开窗玻璃纸包装Window box (with a cellophane wrapper)
干燥剂Desiccant 塑料袋Polybag 潮湿和发霉Moisture and mildew \客户指定包装Custom packing
包装方法：问
请告包装明细
What type of packing do you use?/How about your packing?
使用何种保护的内包装？
What kind of protective inner packing do you use?
如何包装货品？
How do you pack the goods?/ Can you tell me your packing details?
可否按照客户要求的包装？
Can you do custom packing?
包装方法：答
每个个别装在保丽龙内，1010个装一个内盒，4个内盒装一个外箱
Each pc is packed separately in styrofoam styrofoam, and then 10pcs in an
, inner box, 4 boxes in an export carton.
每个个别装在气泡袋内，然后一打装一个纸盒，四盒装一箱
Each item is packed individually in a blister packing, then, 1 d dozen in a cardboard box, 4 dozens in a carton为避免运输中破损，我们每九箱还装一个板条箱（木箱）
To prevent the breakage during transit, we also pack 9 cartons to be crate/wooden case.
我要你们每个个别装在有毛绒内里的礼盒
I’d like you to pack each item individually in a gift box with a f d felt lining.
我要用有玻璃纸的开窗盒子包装
I’d like to use window box with a cellophane wrapper
Urging goods
预计什么时候我们能够收到上一个订单的货？
When can we expect to receive the shipment of our latest order?
那批货我们实在没有办法再多等几个礼拜了。

We can can’t afford to wait more than a couple more weeks on our order.
t 根据我们的记录，您的货已经就绪待发了。

According to our records, your order is ready to be sent.
如果你不能按时出货，我们将不得不取消订单。

If you can not deliver the goods on time, we have to cancel the order.
如果你不能按时出货，我们将不得不向你提出索赔
If you can not effect shipment on time, we have no choice but to file a claim against you.
虽然生产计划安排很紧，我想在2月底之前我们能完成您的订单要求Though the production schedule is quite tight, I think we can ma manage to meet the demands of your order by the end of Feb.
124 号合同项下的男衬衫应在上月底之前交货，但是我方至今为止尚未得到贵方关于交货
时间的确切消息Men Men’s Shirts under S/C 124 are due to be shipped before the end of last month, but so far we have no definite information from you about delivery time.
由于我方客户急需此货物，请按规定的时间发运
As our users are in urgent need of the consignment ,please get the goods dispatched within the stipulated time.
贵方请设法提前于9月交货以使我方赶上旺季Could you effect shipment to September to enable us to catch the busy season?
Discuss shipping options
你比较倾向哪种货运形式？
Which means do you prefer for shipment? 考虑到我们的时限，最好的选择是空运。

For our timeline, the best option would be to go by air.
考虑到天气一下子转冷，最好的选择是空运
Since the weather turns cold suddenly, the best choice would be to go by air
您能提供给我哪些货运选择？费用大概是多少？到达的时间也请告
知。

What kinds of shipping options can you offer us? Which the charge respectively? Please keep us informed of the expected arrival date..
大部分客户选择海运
Most of our clients opt for oceanic transport.
Discussing the loading port
我们最好能就装运港问题简短地谈一谈。

We'd better have a brief talk about the loading port.
你可以选择天津作为交货港。

You may choose Tianjin as port of shipment.
把汕头改为黄埔交货怎么样??
How about shipping them from Huangpu instead of Shantou?
您坚持把大连定为装运港，对吗?
You insist that Dalian is the loading port You insist that Dalian is the loading right port?
现在可以把黄埔定为装运港。

Now Huangpu is fine as the loading port.
我们总希望用较大的港口作为装运港
We are always willing to choose the big ports as the loading ports.
我们希望把上海定为装运港是由于它离货物产地比较近。

We'd like to designate Shanghai as the loading port because it i is near the producing area. 将装运港由汕头改为珠海对我们来说问题不大。

It makes no difference to us to change the loading port from Shantou to Zhuhai Discussing the port of discharge
咱们今天下午是不是谈谈卸货港的问题??
Shall we have a talk on the port of discharge this afternoon?把货卸在汉堡不太合适。

It's not reasonable to have the goods unloaded at Hamburg.
我们认为把伦敦作为中国茶叶的卸货港，很难让人接受。

We don't think it's proper to unload the Chinese tea at London.
我们的大多数客户离天津较近，所以选择了塘沽作为卸货港。

As most of our clients are near Tianjin，，we‘d like to appoint Tanggu as the unloading port. 因为上海的船次多，我们把这里定为卸货港..There are more sailings at Shanghai，，so we have chosen it as the unloading port.我们愿意把卸货港由东京改为大阪。

We'd like to change the unloading port from Tokyo to Osaka.。