13外贸函电-投诉、索赔和理赔-12-07解析

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(外贸英语函电)第十三章索赔和理赔

02
Claim process and strategy
Submit a claim application
Claim application letter
A formal letter stating the reasons for the claim, the amount involved, and the desired solution.
03
Claims Procedure and Precautions
Accepting claims applications
Confirm the legitimacy of the claim
Verify that the claim meets the requirements of the contract and applicable laws.
Promotion of trade fairness: Claims help to ensure fairness and equity in foreign trade transactions. By allowing parties to seek redress for nonperformance or breach of contract, claims promote a level playing field and enhance trust between trading partners.
claims experience
目录
• Risk prevention and response measures • Summary, Review and Outlook on Future
Development Trends

外贸英语函电(第二版)第十三章

索赔信函书写

书写抱怨、索赔信函时，不妨开门见山出原先双方同意的条件，然后列举事实以表示有何不满，以及为什么不满，最后提出解决的方法。内容应明确、清楚、有理，语气要简洁、坚决。避免使用愤怒和使对方过于难堪的措辞（除非你所抱怨的问题反复发生，且多次投诉而毫无结果）对于抱怨、索赔信函，最得要的是给予及时、迅速和明确的答复。若问题出现确属自己的责任，应立即设法纠正或谋求解决的方法，保持同客户友好的合作关系；若一时没有定论，也应先回复来信，告知对方正在调查，设法弥补；万一遇到不合理的要求应心平气和、态度礼貌指明，以求给对方留下良好印象，促使问题尽快解决。
关于质量低劣的索赔信
Dear Sirs,
The green beans under S/C No. AB046 dispatched on November 4, 2008 arrived at our port yesterday. The Commodity Inspection Bureau has carefully examined the quality of the beans, and we regret to say that they found it is far below the standard stipulated in the S/C. The covering Inspection Certificate is going to be airmailed to you as soon as it comes to hand. We hope you will look into the matter at once and take immediate measures to correct the mistakes and ensure that nothing like this will happen in the future. The inferior quality of these beans has caused considerable difficulty to us and it is hard for us to dispose of it, even at a rather low price. We think we can reserve the right to lodge a claim against you for the loss we have suffered.

(外贸函电实务)任务十投诉与索赔

公正合理
处理投诉时应客观公正，依据事实和合同条款进行判断。
有效沟通
与客户保持良好的沟通，了解其诉求和期望，解释处理方案。
记录与总结
对投诉与索赔处理过程进行详细记录，并定期进行总结和改进。
02
投诉与索赔的流程
接收和处理投诉
接收投诉
确保及时收到客户的投诉，并记录详细的投诉内容和背景。
表达关注
向客户表达对投诉的关注，并表示将采取措施解决问题。
建立完善的生产管理制度，确保生产过程中的每个环节都得到有效控制。
定期进行质量检测
设立专门的质量检测部门，对产品进行严格的质量把关，确保产品合格率。
确保按时交货
制定合理的生产计划
根据订单需求，合理安排生产计划，确保按时交货。
加强供应链管理
与供应商建立良好的合作关系，确保原材料的供应及时、稳定。
提前预警和调整
在生产过程中如遇到可能导致延期的因素，及时预警并采取调整措施。
完善运输保险
选择可靠的物流合作伙伴
01
选择有良好口碑和专业经验的物流公司，确保货物运输的安全
与效率。
购买运输保险
02
为货物购买运输保险，降低因运输过程中出现意外而导致的损
失风险。
加强与客户的沟通
03
在运输过程中保持与客户的沟通，及时反馈货物状态，确保客
协商达成一致
与客户进行沟通，协商解决方案，并达成一致意见。
落实解决方案
确保解决方案得到有效执行，并及时跟进处理结果。
回复客户
表达歉意
如果问题是由于我方原因造成的，向客户表达歉意。
书面回复
向客户发送正式的书面回复，解释处理结果和解决方案。

货物质量问题外贸函电索赔函范文

货物质量问题外贸函电索赔函范文一、题目。

假设你是ABC贸易公司的进口业务负责人Jack。

你公司从XYZ公司进口了一批电子产品，然而在货物到达后，经过检验发现存在严重的质量问题。

请你写一封索赔函给XYZ公司，要求对方给出解决方案，包括赔偿损失、更换货物等。

二、解析。

1. 格式方面。

索赔函一般要有明确的称呼，如“Dear Sir/Madam”或者具体公司联系人。

开头要明确提及订单相关信息，如订单号、货物名称、到货日期等，以便对方能快速定位。

正文部分要详细描述质量问题的表现，如功能故障、外观损坏等情况。

结尾要明确提出索赔要求，如赔偿金额或者更换货物的要求，并且表达希望对方尽快答复的意愿。

要有结束语，如“Yours faithfully”或者“Yours sincerely”，并附上写信人的姓名、职位和公司名称。

2. 内容方面。

在描述质量问题时要客观、具体，可使用数据或者具体事例。

索赔要求要合理，基于实际损失和合同约定。

三、范文。

Dear Sir/Madam,I am Jack, the person in charge of the import business at ABC Trading Company.We placed an order (order number: [order number]) with your company for a batch of electronic products. The goods arrived at our warehouse on [arrival date]. However, after a thorough inspection, we have found some serious quality problems.Among the inspected products, approximately _[percentage]%_ of the electronic devices have malfunctioning parts. For example, some of the circuit boards are burned out, which causes the devices not to function properly. In addition, the appearance of about _[number]_ products is severely scratched, making them unmarketable.As a result of these quality problems, we have suffered great losses. Our customers are waiting for these products, and this delay may lead to the loss of their trust and future business opportunities.We hereby demand that your company take immediate action to resolvethis issue. We request that you either replace all the defective products within _[time limit]_ days or compensate us for the total loss, which is estimated to be _[amount]_ dollars.We look forward to your prompt reply and a satisfactory solution tothis matter.Yours faithfully,Jack.Import Business Manager.ABC Trading Company.。

商务业务信函范例之索赔与理赔

商务业务信函范例之索赔与理赔1.投诉货物质量欠佳dear sirs,our indent no.538:black sergewe should like to draw your attention to the defective goods shipped by the m/s“sunlight”on 23rd july.upon unpacking the cases,we found that the quality was much inferior to the sample on which we approved the order.moreover the length of each piece is short by approximately 5 meters.after examining the enclosed cutting samples we sent as evidenc e from the lloyd’s survey report，we are sure you will agree to the inferiority of the goods.we are now in a very awkward situation,because our customers,who have been very strict about the quality,are very impatient to take delivery of the goods.we hope that you will immediately take this matter into your careful consideration and favor us with a prompt solution by return call.yours faithfully,jackbusiness manager2.投诉产品数量不足dear mr.green:the cargo of two hundred units of your portable computers has arrived in new york.unfortunately,however,our inspection showed that eleven units were missing their connection cords.attached is the report made by the surveyor who inspected the cargo.as you can see from the report,the eleven cords were already missing at the time the units were packed at your factory.please send us the cords free of charge and as soon as possible,and no later than march 20.we await your favorable reply.sincerely,3.投诉收到货物与订单不符dear mr.green,the goods we received on july 15 were found not to match our order.the goods we ordered were item no.2345,whereas the goods received were item no.2354.we cannot understand how this kind of mistake could occur at your end.we have decided to ship the goods back to your company by freight at your expense and we ask that you refundthe us ＄15 000 which we have already paid you.please remit this amount to our account(a/c no.__-__)with the midori bank,ltd.,minato branch,tokyo.please note that we hereby also reserve the right to claim any damages arising out of your wrong shipment.a quick refund will be highly appreciated.regards，4.抱怨包装不良dear sirs,we regret having to inform you that the cotton goods covered by our order no.6031 and shipped per s.s.“peace”arrived in such an unsatisfactory condition that we cannot but lodge a complaint against you.it was found,upon examination,that nearly 20% of the packages had been broken,obviously attributed to improper packing.our only recourse,in consequence,was to have them repacked before delivering to our customers,which inevitably resulted in extra expenses amounting to ￡650.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 as prospective customers are apt to misjudge the quality of your goods by the faulty packing.yours faithfully，5.对所称包装不良的答复dear sirs,we have for acknowledgement your letter dated march 11 and are sorry to note your complaint respecting the cotton goods we sent you by s.s.“peace”.we can assure you,however,that the goods in question were in perfect order when they left here,hence the damage complained of must have occurred in transit.in these circumstances,we are apparently not liable for the damage and would advise you to claim on the shipping company who should be held responsible.at any rate,we deeply regret to learn from you about this unfortunate incident and should it be necessary we shall be pleased to take the matter up on your behalf with the shipping company concerned.yours faithfully，6.首批到货不合格，保留索赔权dear sirs,subject:wheat midgeswe regret to advise that the first lot of the wheat dispatched on july 14th,2022年,against our purchase contract no.156 hasbeen examined and found to contain wheat midges.the commodity inspection bureau has carefully examined the quality of the wheat and found it is far below the standard stipulated in the contract.the inspection certificate will be airmailed to you as soon as it comes to hand.please look into the matter at once and take urgent measures to ensure that nothing like this will happen in the second and the third lots.the storage of this lot causes us considerable difficulty and hamper us in our efforts to dispose of it.we consider ourselves entitled to an allowance for the loss we have to suffer.hence,we reserve our right to lodge a claim against you.yours faithfully，7.对商品质量不满，要求补救dear sir,on 5th october i bought one of your expensive“apollo”fountain pens from julian’s,a big department store of this town.unfortunately i have been unable to use the pen because it leaks and fails to write without making blots.i am very disappointed with my purchase. on the advic e of julian’s manager i am returning the pen to you and enclose it with this letter forcorrection of the fault.please arrange for the pen to be fixed or replace it with a new one and send it to me as soon as possible.yours,mary8.处理质量不满的投诉dear mary,thank you for your letter of 9th october enclosing the defective“apollo”fountain pen,received today.we very much regret that the pen you bought has given your trouble.normally each of our pens is individually examined before being passed into store and it is hard to understand why this one escaped examination.we have passed your pen to our quality control department for inspection and a report.meanwhile,we are arranging to replace your pen with a new one.we extend our apologies for the inconvenience this matter has caused you,but are confident that the replacement pen you will be receiving will prove satisfactory and give you the service you are entitled to expect from our products.yours,9.为送错商品致歉dear harlan，twelve wrist watches with a tennis motif were sent today by priority mail to replace the watches you received with a golf motif.you know,harlan,one would think it would be impossible to make an error like this one.you clearly specified in your order that these watches were to be awarded to winners of the annual lakeside tennis tournament on august 18.the stock number you supplied was correct.there was no reason for a ship-up at this end,and i can’t even guess how it happened.i am much relieved,however,that you will have the right watches in time for the awards dinner.i really don’t know what a tennis player’s reaction would be to having a classic golf swing in bas-relief on his prize!when you get around to it,would you please send the golf watch es to mei’ll pay the postage.yours very sincerely,10.为再次寄错商品规格致歉dear mrs.green:six 48-inch victory fans are on their way to you.i know because i saw them loaded on the truck.by this time you must think we take special delight in mixing up your orders—two careless errors in a row.i suppose,judgingfrom these mistakes,if we had had a fourth sweep dimension we would have sent that before getting your order right!it’s embarrassing to inconvenience any customer,but unforgivable when that customer is so highly valued as you.red-faced and contrite,i ask your forgiveness and offer you my personal assurance of better service in the future.thank you for your patience,and best personal regards.。

(外贸函电实务)任务十投诉与索赔-PPT精选文档

NOTES

1. Inconvenience n. 不方便 e.g. I am sorry for the inconvenience caused by water cut. 对于停水造成的不便，我非常抱歉。 2. By mistake 错误地 e.g. He has been arrested by police by mistake. 他已经被警察误抓。 3. by airfreight 通过空运 e.g. This post requires 2 years working experience in airfreight or ocean forwarding industry. 该岗位要求具有两年空运或海运行业的工作经验。
NOTES
1. Wrong delivery 错发货 2. Unfortunately 不幸地是 3. short of 短少 e.g. I am getting short of money because of out of job. 我现在因为没有工作缺钱了。 4. Replace v. 代替 e.g. Nowadays email have replaced letters for daily communication. 当今的日常交流中，电子邮件已经代替了书信。
一、信函的业务背景孟加拉国缝得好有限公司收到了潍坊宝达纺织品有限公司的发货，但发现其中有两包货物不是所订购的货物。于是，Lisa写信要求对方换货。

二、潍坊宝达纺织品有限公司的业务信函

投诉与索赔（baoda-in1） From: Lisa lisastitchwell To: Albert albert163 Date: 2019.07.08 Subject: wrong delivery1 under Contract No. XS-2019001 Attachment: photos of the wrong delivered goods Dear Albert, We have just received the goods under Contract No.XS2019001. But unfortunately2 we found that two bags of the goods delivered are not the goods we ordered, while the item for which the style No. is XS-FLANNEL-03 is short of3 two bags.

外贸英语函电-投诉和索赔

Preventing future issues
Addressing and resolving complaints and claims can help identify and correct problems with products, services, or business processes, thus preventing future issues.
The importance of complaints and claims
Improving customer satisfaction
Handling complaints and claims promptly and effectively can improve customer satisfaction and maintain business relationships.
Basis and evidence for claims
Basis for Claims
The basis for a claim can be contractual or extra-contractual. A contractual claim is based on a breach of contract, while an extra-contractual claim is based on a tort or another legal obligation.
Investigating the complaint or claim
The seller should investigate the complaint or claim to understand the root cause of the problem and determine if there is any validity to the claim.

商务英语外贸函电申诉和索赔

After looking into the matter, we find damage was caused by
careless handling at the dock. e.g.我们会对你方所抱怨一事进行调查。 We will look into your complaint.
9. fault n. defect 缺陷,故障,缺点
句式：replace A with (by) B e.g. 请立即寄来我们所需要的商品来代替在运输途中受损的商品｡ replace A Please send the goods we need to replace those damaged during A be replaced with B transit. B replace A
Don„t complain all the time about the unfairness from the other.
有买主抱怨运去的货物质量与合同不符。
We have a buyer who complained about the inconformity of quality of
Any complaint about the quality v. complain 抱怨,起诉,申诉 of the products should be lodged within 15 days after their arrival. 别老是抱怨别人对你不公平。
complain about/of sth.
3. have no choice but to
have to 别无他法, 只好
e.g. 如你方不能答应,恐怕我们只好退货了｡
e.g. 我们不得不取消订货。 If you can‟t grant us the request, I‟m afraid we have no choice but to return We have noback tobut to cancel the order. the goods choice you.

外贸函电-申诉与理赔

International Business and Trade Correspondences
Unit Twelve Complaints and Adjustments
Objectives:
Students are able to understand the general structure of writing complaints and adjustments; Students are able to state the problems directly, give enough facts and end the writing positively; Students are able to apply the useful expressions in writing; Students develop the competence in analyzing and solving the problems
Step 1: Case study: Writing Task
Case 1 Case 2
Step 2、Writing Guide 、
1、什么情况下写投诉和索赔信函 2、买家在发现货物有问题时应该怎么做？ 3、投诉/索赔内容的信函应该包含哪些方面？ 4. 解决投诉/索赔内容的信函包含哪些方面？ 5. 如果拒绝索赔，卖主回复时应该注意哪些方面？
Steps 5: Language Points in the Test: Case study:
9: peak/high/rush season 旺季 dead/ dull]season/low 萧条季节, 淡季 10: cowboy straw hat 牛仔草帽 11: short-delivered 短装的 short delivery 12: short-shipped 13: dispatch 14: mishandling 15: bear

商贸英语口语之投诉与索赔

商贸英语口语之投诉与索赔一、惯用单句1 我要投诉。

I have a complaint.= I'd like to complain about something.2 打开箱子的时候，我们发现货物被雨水浸了个半透。

When we unwrapped the cases, we found the goods partly soaked by rain.3 我们发现一半的货物都碎了。

We found half the goods broken.4 我们发现半数货物已不能用了。

We found half the goods unusable.5 很明显，这些水果已经不能吃了。

It's obvious that the fruits are no longer suitable for consumption.6 很明显这些货物现在已经没有用了。

It's clear that the goods are useless now.7 我们调查的结果是，货物是在运输途中的某个时候受损的。

The result of our investigation said the damage was caused sometime in transit.8 据我们的调查报告显示，损坏是由于包装不当引起的。

According to our survey report, the damage was caused by poor packing.9 我们的调查员申明是生产厂家的粗心导致了短缺。

Our surveyors stated that carelessness on the part of the manufacturer caused the shortage.10 我们没办法只能提出索赔。

We have no alternative but to file a claim.11 我们要求赔偿一万美元。

外贸英文函电课件T13.3投诉、索赔和理赔函常用的表达方式

少付
Useful expression about wrong Goods 有关发错货表述
Everything appears to be correct and in good condition except in Case No. 40. 除40号箱外其他货物正常,状况良好
When we opened this case we found it contained completely different articles. 打开这个箱子,我方发现里面的货物完全不对｡
Useful expression about Shortage 有关短量表述
Similar Expressions
货物数量短少
▪ short delivery n.
短交；缺交
▪ short shipment n. 短装；装载不足
▪ short-calculated adj. 少算的
▪ short-delivered adj. 短交；缺交
Useful expression 常用英文表达方式
出口商回复：抱怨货物破损
1 After careful check, we found the breakage was apparently caused by improper delivery, we suggest you ask for compensation from shipping Co.
Appearance of goods
货物外表检查货物外表安全标识和警告标记, 我们发现完全错了。
货物外观
Useful expression about Poor packing 有关货物不良包装的表述
2) Giving the details of problem typical expressions such as: 有关问题细节的常用表述

外贸英语函电_投诉和索赔

在进出口业务中，较多的是买方就质量、数量、包装或交货问题向卖方投诉或索赔。但如果买方出现迟开信用证或延迟付款等问题，卖方也会做出投诉或索赔。这称为贸易索赔。
背景介绍样信欣赏写作指南词汇拓展句型归纳大胆尝试挑战自我外贸小贴士
Situation 16 Complaints and Claims
背景介绍样信欣赏写作指南词汇拓展句型归纳大胆尝试挑战自我
Situation 16 Complaints and Claims
Language Points of Letter 1
Note 2
• declined several orders 拒绝订单 decline有婉拒的意思，和refuse比较，语气比较委婉。
Situation 16 Complaints and Claims
Language Points of Letter 1
Note 5
• withdraw your cancellation of Order No.123 撤回对123号订单的取消
• breach the contract 违反合同
如果你们能满足我们的需求，我们将向你们下大宗订单。 We regret to inform you that we are not in a position to meet your request at this moment. 很抱歉目前我们无法满足你们的需求。 We hope they will arrive in time and meet your satisfaction. 希望它们能及时到达并使你们满意。
September 24, 2013 David Smith Aspire Garment Co., Ltd York House, Lawton Street Liverpool, ML32LL, England

12.英文商务函电投诉和调整

投诉和调整买家通常会有两方面的投诉：1.由于以下任何一种情况而出现的投诉：①货送错了②质量出现问题③货物在运输过程中损坏或者是货物抵达延期了④产品价格改变很大，或者价格改变没有得到买家的同意2.不想履行合同而给产品挑毛病的买家提出投诉，是因为他们不想再要这笔货，或者他们能在其他地方买到更便宜的产品。

如果买家要写投诉信，事情的详细情况要写的非常清楚。

要包含以下几个方面：1.首先写出很遗憾要进行投诉2.写明订单的日期，发货的日期和所要投诉的商品3.陈述自己对货物不满意的原因并且要求对方进行解释4.要写出这些对自己造成了什么不良影响5.建议如何处理这件事情回复投诉信件时应注意要特别礼貌，即使这个投诉不成立。

卖家在处理投诉的时候应该注意以下几点：1.首先应确定投诉是否合理。

如果合理，卖家必须承认并且表达出自己的迁移，承诺会将事情处理好。

2.如果投诉不合理的话，礼貌的指出投诉不合理的地方。

唐突地拒绝索赔是很不礼貌的。

3.如果卖家不能在第一时间处理投诉的话，应立刻通知对方。

并向买家解释你正在处理它并且稍后会给出一个圆满的答复。

4.所有投诉都应视为很严重的事故并且要全面展开调查。

常用词汇及例句Oblige (v.)1. force; compel 迫使做，强迫做e.g. We are sorry to note that you have been obliged to (不得不) close one of your branches, and trust that this is only a temporary setback （暂时的挫折）.2. to do something for sb. as a favor 为某人效劳e.g. Any information with which you may oblige us will be used in absolute confidence.Obliged (a.) appreciative 感激的e.g. We should be obliged if you would treat this order as urgent and arrange for an immediate delivery.Regret1.（V.）be or feel sorry for 遗憾e.g. We regret having caused you so much trouble.2. (n.) pain or sorrow on account of something past, with a wish that it had been different. 痛惜，遗憾，失望，懊悔e.g. Much to our regret, no more orders can be accepted for delivery this year.常用表达方式1. I am writing to express my dissatisfaction at...2. I am very disappointed / upset to find that...3. I find it awful/appalling/distressing that...4. I would like to draw your attention to something you have obviously failed to notice. ...5. There are some problems with...that I wish to bring to attention. For one thing, ... For another, ...6. To remedy/rectify the matter/situation, I suggest making the following changes: ...7. To improve the situation/solve the above problem, it is advisable for you to take the following measures: ...8. Y our effort to provide good services will be highly appreciated by all.9. I look forward to a day when we could really enjoy a more efficient service.10. I wish to refer you to an incident which occurred..., calling for some remedial action.11. We find that you have sent us towels marked EE/101 instead of the BE/101 we ordered. We take it that this was due to a negligence on your part. As the towels sent are not of the type we stock, we must ask for replacement by the correct number as soon as possible.12. On checking the good received, we find that several items on your invoice have not been included; we enclosea list of the missing articles for your inspection.13. The packing inside the case was too loose with the result that there was some shifting of the contents and several cups and plates have been broken. The attached list (所付清单) will give you details.14. In your acknowledgement of our order you stated that the consignment would be dispatched within a fortnight and we are therefore very surprised that we have had no Advice of Despatch yet.15. We were very sorry to receive you complaint that the material you received was not of the quality expected.16. We think the best procedure(步骤，程序) will be to have the pieces examined by an expert, and we are arranging for this to be done.17. Such color deviation（偏离）existing between the produces and the samples is normal and permissible, therefore, the compensation (补偿金) claimed is impracticable.18. The goods, though not the very ones you ordered, are of good quality and in attractive designs, and we think you can sell them out at our prices.19. What you complained about is now under investigation, which, however, will take some time; we shall let you know the result at the conclusion of it.20. Without actual sample in proof of the defect we cannot make a minute investigation, therefore, it is imperative (必要的，极其重要的) that you furnish (提供) us with a sample without delay.。