外貿函電理賠claim

1、2021-10-1612021-10-162Quality Complaints對于品質的投訴對于品質的投訴外貿操作中，收到投訴是經常的事，包括品質問題、服務問題、交貨期問題等，需要供應商在第一時間處理并給出答復。尤其是品質問題，往往是最重要也是最傷感情的，一旦處理不好，就會影響到未來的合作，必須慎之又慎。2021-10-163Subject: Quality claim-IMPORTANT!Dear Kerry,We received the goods which you shipped last month.Unfortunately, of the goods were serious

2、ly damaged. Im not sure if these items were already broken before delivery.I would like to receive the rest goods TOP URGENTLY! Please deliver them by air as quickly as possible. And you should pay for the freight charge!Regards,2021-10-164Delivery Time Complaints對于交期的投訴對于交期的投訴交期的投訴，是經常會碰到的。訂單生產中有很多

3、不穩(wěn)定因素，而且客戶也經常在訂單操作中提出這樣或那樣的修改意見，這在時間上難以控制。還有貨代和船公司，也有可能推遲船期，甚至有爆倉、甩柜的情況出現(xiàn)。這就需要業(yè)務員在收到投訴時，給客戶及時的反饋。2021-10-165Subject: Shipment delayDear Clair,Well received your claim for late delivery time. However, there are several reasons for this result. Firstly, we received the L/C draft approximately 20 days

4、after PO received. And we could do nothing but waiting for your L/C opening.Secondly, revising artwork according to your request takes more than 3 days for confirmation. And we couldnt do the mass production before getting your final approval.2021-10-166In some respects, were also partially to blame

5、. As a matter of fact, we could inform you some more days ago before shipment, and our colleagues for order follow-up should also pay more attention to your orders.In the near future, Im sure that well keep the channels of our communication open and avoid any potential danger for our business. Thank

6、s and Best Rgds,KerryPractical Expressionsw 我們愿意承擔部分責任。w Were willing to accept part of the blame.w 關于（訂單交貨的）延誤，是有一些原因的。w There are several reasons for this delay. w 我很抱歉這么倉促通知您，船期需要延遲w Im sorry to inform you about the shipment delay on such short notice. 2021-10-1672021-10-168Apology & Solutions道歉并

7、提供解決方案道歉并提供解決方案一旦己方做錯了某些事，不僅需要在第一時間向客戶道歉 ，還需要仔細研究并給出解決方案。而不是一句簡單的sorry就完事了。要站在客戶的角度換位思考，如果這個問題發(fā)生了，客戶能夠怎么辦？應該怎么做，才能盡快幫他解決困難？有什么應對辦法？2021-10-169Subject: 30% items will be delivered by airDear Clair,Sorry for our mistake to delay your orders 2-3 shipments as your request, due to the peak season and lab

8、or shortage before the CNY holiday. Pls accept our sincere apology! I know your urgent demand for promotion and advertisement. Per my checking with our boss, we plan to deliver 30% of goods by air and the rest 70% by sea. Therefore, you could receive 30% earlier than your schedule, and 70% roughly 1

9、-2 weeks later. 2021-10-1610Please reply ASAP. We have to check with forwarder urgently for arranging the delivery.Best Rgds,KerryPractical Expressionsw 把交貨期延遲到四月三十號是我們的責任w It is our mistake to postpone the delivery date to Apr. 30.w 我們會安排貨物空運，并承擔運費。w We could deliver the goods by air and pay for th

10、e freight charge. w 請把它們分成兩個20尺柜出貨，去*港。w Please split them into 2* 20 containers and ship them to * port. 2021-10-16112021-10-1612Compensation Negotiation商量賠款金額商量賠款金額在收到客戶索賠的申請后，難免會面臨一個嚴重的問題，就是賠款的數(shù)額。具體賠多少？怎么賠？有沒有變通且讓雙方都相對容易接受的方案？這才是我們業(yè)務員需要考慮的。不是一味讓步，或是一味強硬就可以解決問題。談判需要技巧，需要讓雙方減少彼此的損失。2021-10-1613Subj

11、ect: Sharing compensation chargeDear Clair,I have discussed with my boss about the compensation cost. We couldnt accept the double charge for this order. Actually, all the items should be recalled. But it is unfair to charge us all the products cost, freight cost, import tax & your retail margin. We

12、 sent you the final samples before mass production, and were confirmed by your engineering team. It is obviously that the quality was OK. 2021-10-1614By the way, all of our products were UL approved, and strictly according to US standard. It is unfortunately that we have to recall the products to av

13、oid the potential danger. But in our opinion, we could realize each other to improve the situation.Please help to find our 2 suggestions as follows:1. We could transfer the money back for this order, without any additional charge. In future orders this year, we could keep the price and give you a 20

14、% discount as compensation.2021-10-16152. Well ship a new wave of products as quickly as possible, and accept to give you USD 3,000 as compensation cost.Please check with your manager and give me reply soon.Best Rgds,KerryPractical Expressionsw 我們同意賠付800英鎊。w We accepted to pay for GBP 800 as compens

15、ation charge.w 因你方的質量問題，我們遭受了重大損失w We Have suffered a serious setback due to your poor quality. w 索賠的費用要超過3000美元。w The claim was more than USD 3,000. 2021-10-16162021-10-1617Application for Deferred Compensation申請延期賠付申請延期賠付在遇到索賠時，是不能一步就達成客戶要求的，這在談判中會把己方置于非常不利的地位。在不得罪客戶的同時，也要為公司爭取最大利益，減少一切損失。一旦遇到無法減免

16、賠款金額的情況，申請延期賠付，往往能在爭取時間的同時，獲得客戶的退讓。2021-10-1618Subject: Compensation detailsDear Clair,Im so sorry for the 20% broken for our air conditioners. As per our internal investigation, poor quality for outer cartons caused this serious problem. We will pay more attention to our vendors and control the qua

17、lity strictly from now on. 2021-10-1619Please deduct the 20% when balancing the payment. And we could afford your margin loss on these items. Is it possible to settle USD 10,000 as compensation?Our big boss confirmed the amount and would settle them after 120 days.I will keep you posted on progress from this end. Best Rgds,KerryPractical Expressionsw 我們會做好一切必要的安排，把那些損壞的產品換掉。w We will make all the necessary arrangements for the replacement for defective ite