(外貿(mào)函電實務)任務十投訴與索賠課件

1、任務十 投訴與索賠Complaint and claim第1頁，共57頁。I、學習目標1.了解投訴與索賠的相關(guān)知識2.掌握投訴與索賠信函的寫作要點 3.熟悉投訴與索賠信函中常用的詞語與句子4.能夠閱讀與撰寫投訴與索賠的信函第2頁，共57頁。II、背景知識投訴與索賠不是國際貿(mào)易業(yè)務中必然會發(fā)生的事件。如果交易雙方都能嚴格按合同規(guī)定履行各自的義務，那么投訴與索賠是可以避免的。但是，在實際業(yè)務中，由于種種原因，當事人不按規(guī)定履行合同的義務或由于失誤或疏忽沒有能夠履行合同的義務也是常常發(fā)生的。這樣的情況下，買方或賣方會向?qū)Ψ交蚱渌斒氯颂岢鐾对V或索賠。第3頁，共57頁。一、常見的索賠情形（一）買方向賣

2、方索賠1.賣方不交貨2.延遲交貨3.所交貨物與合同規(guī)定不相符第4頁，共57頁。（二）賣方向買方索賠1.買方無理拒收貨物2.不按合同規(guī)定派船接貨3.拒絕支付貨款第5頁，共57頁。（三）買方或賣方向承運方提出索賠1.由于裝卸發(fā)生的貨物損失2.運輸途中由于照料不當造成的貨物損失（四）買方或賣方向保險公司提出索賠1.貨物在運輸過程中發(fā)生的承保險別以內(nèi)的風險造成的損失第6頁，共57頁。二、索賠證據(jù)索賠時，索賠方應準備好索賠的證據(jù)，否則，可能遭到對方的拒賠。常用的索賠證據(jù)包括：合同，買賣雙方的往來函電，權(quán)威或約定的商檢機構(gòu)出具的商檢證明等。第7頁，共57頁。三、索賠期限在合同中，要明確規(guī)定索賠的期限，比如

3、，收到貨物后的30天內(nèi)提出索賠。超出索賠期限，對方可以拒絕索賠要求。第8頁，共57頁。III、寫作提示投訴或索賠信函的業(yè)務情景繁多，但信函的寫作內(nèi)容包括的要點通常如下：第9頁，共57頁。（一）投訴或索賠信1.提及所投訴或索賠的對象，給出合同號或訂單號；2.說明投訴或索賠的原因；3.說明投訴或索賠的證據(jù)，并附上；4.提出自己的處理方案或賠償要求；5.希望對方盡快答復。第10頁，共57頁。（二）回復投訴或索賠信1.提及對方的投訴或索賠信；2.表示道歉或遺憾；3.解釋問題出現(xiàn)的原因；4.同意或拒絕對方的投訴或索賠；5.提出自己的處理意見；6.等待對方回復。第11頁，共57頁。IV、示范信函CASE

4、1 Weifang Baoda Textiles Co., Ltd.一、信函的業(yè)務背景孟加拉國縫得好有限公司收到了濰坊寶達紡織品有限公司的發(fā)貨，但發(fā)現(xiàn)其中有兩包貨物不是所訂購的貨物。于是，Lisa寫信要求對方換貨。第12頁，共57頁。二、濰坊寶達紡織品有限公司的業(yè)務信函投訴與索賠（baoda-in1）From: Lisa lisastitchwellTo: Albert albert163Date: 2019.07.08Subject: wrong delivery1 under Contract No. XS-2019001Attachment: photos of the wrong de

5、livered goodsDear Albert,We have just received the goods under Contract No.XS-2019001. 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.第13頁，共57頁。Please send two bags (200 yard

6、s) of the goods for which the style No. is XS-FLANNEL-03 to us immediately to replace4 the wrong goods. We are in urgent5 need of the fabrics to work on6 the order for our customer.Your early reply will be greatly appreciated7.RegardsLisaPurchase ManagerStitchwell Garments Ltd. 456/1/A Tejgaon Indus

7、trial Area Dhaka 1208 BangladeshTel -880-2-9882934 Fax- 880-2-8891567cell +8801927919888第14頁，共57頁。Notes1.Wrong delivery 錯發(fā)貨2.Unfortunately 不幸地是3.short of 短少e.g. I am getting short of money because of out of job.我現(xiàn)在因為沒有工作缺錢了。4.Replace v. 代替e.g. Nowadays email have replaced letters for daily communica

8、tion. 當今的日常交流中，電子郵件已經(jīng)代替了書信。第15頁，共57頁。5.Urgent adj. 緊急的e.g. The issue is urgent according to the officials at the Department of Commerce.根據(jù)商務部官員的說法，問題十分緊急。6.Work on sth. 為工作e.g. I worked all night on that article.我整夜為寫那篇文章工作。7.Be appreciated 感謝的，感激的e.g. I am appreciated for your great help.我非常感激你的幫助。

9、第16頁，共57頁。投訴與索賠（baoda-out1）From: Albert albert163To: Lisa lisastitchwellDate: 2019.07.10Subject: RE: wrong delivery under Contract No. XS-2019001Attachment: Dear Lisa,In reply to your letter on July 08 about the wrong goods delivery, we are very sorry about the inconvenience1 caused by wrong deliver

10、y. After careful investigation, we found that the incident was caused by the following fault by one of our staff. The staff responsible for packing put the goods under another order into the goods you ordered by mistake2. 第17頁，共57頁。We will ship the correct goods, that is, 200 yards fabrics for which

11、 the style No. is XS-FLANNEL-03 to you by airfreight3 right away.As to the wrong delivered goods, we propose two alternative4 solutions5. One is that we sell the goods to you at low price, that is, 1 USD per yard, the other is that you return the goods to us and the freight is for our account6.Pleas

12、e advise us when you receive the goods delivered by air.We apologize7 again for the inconvenience caused by the wrong delivery.Yours sincerelyAlbertSales ManagerWeifang Baoda Textiles Co., Ltd.第18頁，共57頁。Notes1.Inconvenience n. 不方便e.g. I am sorry for the inconvenience caused by water cut.對于停水造成的不便，我非

13、常抱歉。2.By mistake 錯誤地e.g. He has been arrested by police by mistake.他已經(jīng)被警察誤抓。3.by airfreight 通過空運e.g. This post requires 2 years working experience in airfreight or ocean forwarding industry.該崗位要求具有兩年空運或海運行業(yè)的工作經(jīng)驗。第19頁，共57頁。4.alternative adj.&n. 可選擇的e.g. Human are looking for alternative sources of en

14、ergy.人類正在尋找可替代的能源。5.solution n. 解決方案e.g. The two countries are seeking for a peaceful solution for the frontier issue.這兩個國家正在尋找邊境問題的和平解決方案。6.for our account 由我方承擔費用e.g. The charges of the samples are for our account.樣品費用由我們承擔。7.Apologize v. 道歉第20頁，共57頁。投訴與索賠（baoda-in2）From: Lisa lisastitchwellTo: Al

15、bert albert163Date: 2019.07.12Subject: RE: RE: wrong delivery under Contract No. XS-2019001Attachment: Dear Albert,Thank you for your quick response.We agree on your proposal1 that the wrong delivered goods will be sold at USD1 per yard to us, and we will remit the amount USD200.00 to your account b

16、y T/T. 第21頁，共57頁。We will advise you when receiving the goods delivered by air.Thank you for your cooperation.RegardsLisaPurchase ManagerStitchwell Garments Ltd. 456/1/A Tejgaon Industrial Area Dhaka 1208 BangladeshTel -880-2-9882934 Fax- 880-2-8891567cell +8801927919888 第22頁，共57頁。Notes 1.Proposal n.

17、 提議e.g. Please give your proposal on present educational reform issues.請給出關(guān)于當前教育改革問題的提議。第23頁，共57頁。CASE 2 Beijing Lucky Fibreboard Trading Co., Ltd.一、信函的業(yè)務背景北京幸運纖維板貿(mào)易公司在收到貨物后，發(fā)現(xiàn)靠近托盤底部的纖維板發(fā)霉。為此，寫信給澳大利亞松樹有限公司，要求對方查明事件的原因。第24頁，共57頁。二、北京幸運纖維板貿(mào)易公司的信函From: Lingling lingling163To: Bill salesdepartmentpinetr

18、ee.auDate: 2019.08.25Subject: claim1 for the goods under contract No. SC-PINE2019010Attachment: Survey Report2Dear Bill,Refer to the goods under contract No.SC-PINE2019010, weve just received the goods. However, we regretfully find that the some of the fibreboard near the bottom of the pallet3 are s

19、oaking4 and mouldy5. Weve asked Beijing Entry-Exit Inspection and Quarantine Bureau6 to survey on this incident and the surveyors7 opinion is that it is caused by water permeation8. 第25頁，共57頁。Please investigate9 the incident and provide us your explanation as soon as possible.If it falls within your

20、 responsibility10 we will have to lodge a claim against you11 for the damage of the goods. As to the amount, we would claim for USD500.00 on the goods after evaluating12 the loss13.We are enclosing the Survey Report issued by Beijing Entry-Exit Inspection and Quarantine Bureau.Await your quick respo

21、nse.Sincerely Lingling Purchase ManagerBeijing Lucky Fibreboard Trading Co., Ltd.Tel: 86 Fax: 86ddress: Room 801, International Trade Center, Chaoyang, Beijing, ChinaEmail: lingling163第26頁，共57頁。Notes1.Claim n.& v. 索賠表示索賠的說法有：Claim, Raise a claim, Lodge a claim, Make a cla

22、ime.g. (1). We would claim for USD5,000 against you on the goods ordered.我們向你對訂購的貨物提出5，000美元的索賠。 (2). We have to lodge a claim against you for the low quality of the 100 MT rice.我們不得不由于100噸大米的劣質(zhì)向你方提出索賠。(3). We shall make a claim against you for the shortage of the goods.我們將由于短重向你方提出索賠。第27頁，共57頁。2.Su

23、rvey Report 調(diào)查報告索賠時，需要由調(diào)查人出具調(diào)查報告作為索賠的依據(jù)。3.Pallet n. 托盤4.Soaking adj. 濕透的e.g. I am soaking in the heavy rain.在大雨里，我濕透了。5.Mouldy adj. 發(fā)霉的e.g. The cheese is mouldy, so throw it away!奶酪發(fā)霉了，扔掉！第28頁，共57頁。6.Beijing Entry-Exit Inspection and Quarantine Bureau 北京出入境檢驗檢疫局中華人民共和國出入境檢驗檢疫局在各地設有分支機構(gòu)，負責進出口商品（尤其是法定

24、檢驗檢疫商品）的檢驗、檢疫工作。7.Surveyor n. 調(diào)查人8.water permeation 滲水9.investigate v. 調(diào)查e.g. The police are investigating the incident.警方正在調(diào)查此事件。10.Responsibility n. 責任第29頁，共57頁。11.lodge a claim against you 向你方提出索賠e.g. We refrain ourselves not to lodge a claim against you considering our friendship.考慮到我們之間的友誼，我們不向

25、你方提出索賠。12.evaluate v. 估價e.g. It is hard to evaluate the loss caused by the fire.火災引起的損失難以估計。13.loss n. 損失e.g. The death of her husband is a great loss to the whole family.她丈夫的死對于整個家庭是巨大的損失。第30頁，共57頁。投訴與索賠(lucky-in1)From: Bill salesdepartmentpinetree.auTo: Lingling lingling163Date: 2019.08.26Subject:

26、 RE: claim for the goods under contract No. SC-PINE2019010Attachment: Dear Lingling,In reply to your letter on August 25 about claim on the goods under contract No.SC-PINE2019010, weve checked the detailed records of production and the conditions of your ordered goods before shipment and find nothin

27、g was wrong with1 it. 第31頁，共57頁。Then, we contacted the shipping company and learn that the ship encountered2 rainstorm during the voyage which resulted in3 water permeation of some of the containers in the ship. So we are not responsible for4 the damage of the goods, but you can contact the agency5

28、of the Insurer6 - (Allianz China General Insurance Company Ltd. 7) to make a claim. Please contact the Surveyor8 of the agency of the Insurer in China as soon as possible.第32頁，共57頁。Information of the Surveyor of the insurer in ChinaContact person: Li QiangAgency of the Insurer: Allianz China General

29、 Insurance Company Ltd.TEL: 86 20 8396 6788FAX: 86 20 3891 1890e-mail: liqiangsina第33頁，共57頁。If you have any other problem about the delivered goods, please let us know.Best regardsBill Sales DepartmentPINETREE FIBREBOARD INDUSTRIES CO., LTD.Address: No. 8 Pinetree Road, Melbourne, AustraliaTel : 61-

30、3-85715322Fax: 61-3-85715331Email: salesdepartmentpinetree.au第34頁，共57頁。貨物的裝運（lucky-in2）交單與付款(lucky-in2)From: Bill salesdepartmentpinetree.auTo: Lingling lingling163Date: 2019.08.10Subject: RE: RE: shipment and paymentAttachment: Dear Lingling,We have received the amount USD18701.50 remitted by your

31、bank.The documents against Contract No.SC-PINE2019010 have been sent to your address through DHL, and the tracking No. is AU20453689.第35頁，共57頁。圖10.1 海運保險勘察員第36頁，共57頁。Notes1.Be wrong with sth. 某事物存在問題e.g. Something is wrong with my computer.我的電腦有些問題。2.Encounter v. 遭遇e.g. Whatever profession you take,

32、 you are bound to encounter difficulties.不管你從事什么職業(yè)，你注定會遇到困難。3.Result in 導致e.g. My carelessness resulted in my failure in the exam.我的粗心導致了考試的失敗。4.Be responsible for sth. 對某事負責e.g. I am responsible for this accident.我對這個事故負責。第37頁，共57頁。5.Agency n. 代理e.g. The company intend to hire a sales manager throu

33、gh an employment agency.公司打算通過職業(yè)中介機構(gòu)聘用一位銷售經(jīng)理。6.Insurer n. 保險人接受投保人的申請，與投保人訂立保險合同，并承擔賠償責任的保險公司。7.ALLIANZ CHINA GENERAL INSURANCE COMPANY LTD. 安聯(lián)財產(chǎn)保險（中國）有限公司由德國安聯(lián)保險公司單獨出資，總部設于廣州的外商獨資保險公司。 8.Surveyor n. 勘察員勘察員，此處指保險勘察員。主要工作是被保險財物出險后，負責進行現(xiàn)場勘察的人員。第38頁，共57頁。V、練習第39頁，共57頁。VI、技能訓練一、根據(jù)業(yè)務情景和信息寫信。（一）業(yè)務情景1.大力神輪

34、胎貿(mào)易公司在收到了合同LLLT20190608項下的貨物后，發(fā)現(xiàn)有兩條輪胎的規(guī)格與合同不相符。于是，DavidSandberg發(fā)出信函告知江蘇通達輪胎有限公司并要求盡快換貨。2.江蘇通達輪胎有限公司的李輝在收到DavidSandberg要求換貨的信函后，回信表示道歉，并告知將立即通過空運的方式將正確規(guī)格的輪胎發(fā)運，同時，請DavidSandberg將規(guī)格不符的兩條輪胎退回，運費由江蘇通達輪胎有限公司支付。第40頁，共57頁。（二）信息1.兩條規(guī)格與合同不符的輪胎的規(guī)格：245/50R18；正確的規(guī)格：10.00R20；2.錯發(fā)貨原因：裝貨人員的工作失誤。第41頁，共57頁。（三）任務根據(jù)以上的

35、業(yè)務情景和信息寫信。1.DavidSandberg寫信告知收到的貨物中有兩條輪胎的規(guī)格與合同不相符，并要求換貨。信函應包括以下要點：（1）提及合同號LLLT20190608項下的商品；（2）告知到貨后發(fā)現(xiàn)有兩條輪胎的規(guī)格與合同不符；（3）附上規(guī)格與合同不符的兩條輪胎的照片；（4）要求李輝換貨；（5）希望李輝盡快處理此事。第42頁，共57頁。2.李輝回復DavidSandberg要求換貨的信函。（1）提及DavidSandberg的要求換貨的信函；（2）表示道歉；（3）解釋錯發(fā)貨的原因：裝貨人員的工作失誤；（4）同意DavidSandberg的換貨要求：通過空運的方式將正確規(guī)格的兩條輪胎發(fā)運；（

36、5）請DavidSandberg將兩條規(guī)格不符的輪胎退回，運費由江蘇通達輪胎有限公司支付。（6）再次表示道歉。第43頁，共57頁。二、仿真訓練（一）進口方Supposing problem happens after receiving the goods, write a letter to make a claim or request the exporter to explain the problem.設想收到貨物后問題出現(xiàn)了，并寫信向?qū)Ψ剿髻r或要求解釋原因。（二）出口方Reply the claim or complaint letter by the importer. Firs

37、t, you should explain the problem happened, then you will agree or refuse to the claim requested.回復進口方的索賠信或投訴信。你應該解釋問題的原因，然后同意或拒絕索賠。第44頁，共57頁。VII、補充閱讀信函1：遲交貨引起的投訴業(yè)務背景簡介：中國的一家貿(mào)易公司（青島魚山貿(mào)易有限公司）與日本的一家智能玩具生產(chǎn)企業(yè)（三友智能玩具公司）簽訂了訂貨合同。交貨期已過，但三友智能玩具公司仍然沒有發(fā)貨。第45頁，共57頁。From: Alice0512yushantradingTo: Tunkissmarttoy

38、Date: 2019.12.17Subject: Late delivery of Purchase Order No. 15031Attachment: Dear Mr. Tunkis,I would like to remind you that we have not received any information about the goods of Purchase Order No. 15031.The latest date of shipment for the goods mentioned above is by the end of November according

39、 to the Purchase Order. You promised to deliver the goods before December 15 in your last email. 第46頁，共57頁。As you know, the smart toy is seasonal goods and our customers are in urgent need of the goods for the selling season. If the goods can not be put on the market on time, it will be tough to sel

40、l them out in spite of good design and quality.If the goods ordered can not reach us by December 20, we will have to lodge a claim against you.Please tell us your solution as soon as possible.Yours sincerelyAlice ChenGeneral ManagerQingdao Yushan Trading Co., Ltd.Address: No. 6381 Yushan Road Qingda

41、o, Shandong, ChinaTel: 86 Fax: 8647頁，共57頁。信函2：賣方對遲交貨投訴的回復業(yè)務背景簡介：日本的三友智能玩具公司的銷售經(jīng)理吶吶在收到青島魚山貿(mào)易有限公司的總經(jīng)理愛麗斯關(guān)于遲交貨的信函后，回信說明遲交貨的原因。第48頁，共57頁。From: TunkissmarttoyTo: Alice0512yushantradingDate: 2019.12.18Subject: RE: Late delivery of Purchase Order No. 15031Attachment: Refer to yo

42、ur letter on December 17, we are very sorry for the inconvenience caused by late delivery.As you know, this is a very busy season for us and it is also a busy season for shipment.Now we are fully engaged in a lot of orders and we have done our utmost to work for your order and will finish the packin

43、g of the ordered goods on December 19.第49頁，共57頁。We have to deliver the goods by air and have already booked space on December 20. We will inform you as soon as the goods are shipped.We are sorry again for the late delivery and willing to provide you 10 pieces of the smart toys ordered as compensatio

44、n.Sincerely Okada NanaSales ManagerSanyu Smart Toy CorporationAddress: 1-33-2-204，Minamitokiwadai, Itabashi-ku, TOKYO 174-0072 JAPANTel: 81-3-5344-7866; Fax: 81-3-5344-7869第50頁，共57頁。信函3：由于包裝破損引起的索賠業(yè)務背景簡介：中國的一家草編工藝品生產(chǎn)企業(yè)（青島興旺手工藝品有限公司）與法國的一家手工藝品貿(mào)易公司（優(yōu)雅貿(mào)易有限公司）簽訂了草編工藝品的購銷合同。優(yōu)雅貿(mào)易有限公司在收到貨后，發(fā)現(xiàn)有部分貨物損壞。于是，優(yōu)雅貿(mào)

45、易有限公司的總經(jīng)理海倫寫信給青島興旺手工藝品有限公司的銷售經(jīng)理李華說明貨物損壞的情況。第51頁，共57頁。From: helen1219hotmailTo: lihuahandicraftschinaDate: 2019.07.02Subject: damage of the goods under Sales Contract No. 2019-025Attachment: Dear Lihua,Regarding the goods under Sales Contract No. hc2019008, we have just received the 8,000 pieces straw knitting handicrafts which are s