9外贸函电-投诉、索赔和理赔

The clocks complained about are part of the batch of 500 supplied to our order No. 908 of 2nd April. This order was placed on the basis of a sample clock left by your representative. We have ourselves

回复索赔信的信函被称为理赔信。
撰写理赔信必须谨慎小心因为它在处理问题

中扮演着重要的角色。理赔信不仅是为了表
明已做好解决问题的准备，还应该争取使对 方相信所发生的错误只是一次失误，并非故 意为之。
第一节 索赔与理赔信函
Framework of the letters Letters of claims
第十一章 内容
第一节 保险信函


第二节 范例讲解
第三节 教材范例



Sample letters
Letter 1: Complaint on defective Dear Mr. Smith,
We have recently received a number of complaints from customers about your clocks which were clearly not giving satisfaction and in some cases we have had to refund the purchase price.
第一节 索赔与理赔信函




Wish to cooperate with the reader again We hope this will not affect our friendly relationship. We wish to be able to serve you in future businesses. In view of the friendship between us…
第一节 索赔与理赔信函



Explain reasons of the problem and express the wish to grant the claim Another thorough check-up reveals that… The wrong pieces may be returned… We are prepared to make you a reasonable compensation.
第一节 索赔与理赔信函
Framework of the letters Letters of adjustments---Refuse to grant the claim



Show your regret for the inconvenience caused to the reader We very much regret that… We wish to express our deepest regret over the unfortunate incident… We regret the inconvenience you have exerieced…
Yours sincerely,


Sample letters
Letter 2: Dear Mr. Wang,
Our order No.098 of March 9 for plastics has now been delivered. We have examined the shipment carefully and, to our great disappointment, found that they are not of the quality of our order.


Explain the problem with detailed information. We have just received… evidencing… We regret having to inform you that… arrived in… 20% of the packages had been broken… It was found that upon examination…
索赔和理赔的情况时有发生，即使双方都很小 心，仍然会有相关情况的发生。解决争议，须要经 过双方的平等协商，从而理顺贸易关系，解决业务 纠纷。
当损失发生但损失并不严重时，遭受损失的一 方不会提出要求赔偿金的索赔。往往会写一封投诉 信函，以提醒对方注意避免类似情况再次发生。
常见问题如下：
1. 2. 3.
第一节 索赔与理赔信函


State how you wish the reader to act We wish to get your early reply. We look forward to your settlement at an early date.
第一节 索赔与理赔信函来自第一节 索赔与理赔信函




State the inconvenience or loss that has resulted from this error The materials are quite unsuited to… These goods are entirely useless to us… This has caused us much inconvenience…
第一节 索赔与理赔信函




Explain reasons of the problem and make your position clear After a check-up we found that… The shipment you complained… We are of the opinion that… In order to settle the claim quickly…
Unit 9
投诉、索赔和理赔
第9章 投诉、索赔和理赔
在执行合同的过程中，签约双方都应该严格履行合 同义务。如果一方未能履行或未能全部履行自己的义务， 即构成“违约”。在这种情况下，受损方失的一方要求 改善或补偿时，即为“投诉”；受损方有权根据合同规 定向责任方提出损害赔偿的要求，即“索赔”；责任方 就受损失一方提出的要求进行处理，即“理赔”。 索赔必须在合同规定的有效期内提出，否则违约方 可以不受理。时间期限一般为货到后30天。如果合同没 有明确规定，或者货检不易发现缺陷的，一般不超过两 年。
The materials do not match the samples you sent us. The quality of some of them is so poor that we feel that a mistake has been made in making up the order. The goods do not match the requirements of
第一节 索赔与理赔信函



Wish to cooperate with the reader again We hope this will not affect our friendly relationship. We wish to be able to serve you in future businesses.
Framework of the letters Letters of adjustments---Agree to grant the claim


Regret for the inconvenience caused to the reader We wish to express our deepest regret cover the unfortunate incident… We are extremely sorry for the late delivery of… We regret the inconvenience you have experienced…
The complaints received relate only to clocks from the batch referred to. Clocks supplied before these have always been satisfactory. We are therefore writing to ask you to accept return of the unsold balance, amounting to 503 clocks in all, and to replace them by clocks of the quality our earlier dealings with you have led us to expect.
货物被送错
货物品质不符合要求 货物有瑕疵或损坏
4.
货物运送延误
赔偿内容通常有以下几种：
1. 请求赔偿损失 2. 请求补运 3. 请求调换 4. 请求修理
5. 请求减价或折让
6. 请求退还货款，并赔偿损失
索赔程序：
索赔声明 发现问题后应在合同索赔期内通知对方，并声明保留 索赔权利。 2. 准备证明文件 索赔时务必提出证据，作为证明的文件。
our company. We have, therefore, no choice but to ask you to take the materials back and replace them with materials of the quality we ordered.
We are very keen to resolve this matter amicably. If you can replace the materials, we are prepared to allow the agreed delivery time to run from the date you confirm that you can supply the correct materials. We look forward to your early reply.
compared the performance of this sample with that of a number of the clocks complains about and there is little doubt that many of them do not tell the right time.
1. 3.
正式索赔 备齐证明文件，发出索赔函电。 和解（Compromise） 调解（Mediate）
索赔解决方法：
1. 2.
3. 仲裁(Arbitration) 4. 诉讼(Lawsuit)
第9章 内容
第一节 索赔与理赔信函


第二节 范例讲解
第三节 教材范例

第一节 索赔与理赔信函

一封索赔信是为了说服对方索赔者有合情合理的投诉理由，并应 该得到相应的答复。索赔信必须非常专业、条理清晰，否则索赔 者很难得到对其有利的反馈。要注意： 1. 迅速及时地索赔。如果出现问题要尽快通知对方，以免过 时无效。 2. 详细明确。一般来说，索赔的目的是为了获得更好的服务， 信写得越具体就越容易使对方处理索赔。 3. 语气婉转。避免情绪激动，感情用事。用词和语气既要坚 定有力，一针见血又要客气婉转，不失礼貌，不至使其过 于难堪。 4. 引据准确。为了有说服力，经常要引据合同条文或证明文 件，这就要求前后一致。不能草率马虎，使自己处于被动 和不利地位。
第一节 索赔与理赔信函



State the reason why you can not grant the claim and make suggestions We regret being unable to accept your suggestion to … As this is a matter concerning insurance, we hope you will refer it to…