《外貿(mào)英語(yǔ)函電》模塊十一 投訴與索賠

外貿(mào)英語(yǔ)函電EnglishCorrespondenceforInternationalTradeModule11

ComplaintsandClaims模塊11投訴與索賠LearningObjectives01Knowthekeypointstowriteacomplaintoraclaim;02Beabletousewords,expressionsandsentencespatternstowriteacomplaintoraclaim;03Knowhowtolodgeacomplaintoraclaiminabusinesssituation.Task1WritingandReplyingtoComplaintsTask2WritingandReplyingtoClaimsTask3CommunicationLaboratory目錄01WritingandReplyingtoComplaintsTask1子目錄Guidelines1Samples2CorePhrasesandSentencePatterns3Lead-inHowshouldwewriteandreplytocomplaints?1Duringtheprocessofinternationaltrade,onepartymaynotfulfilthecontract(forexample,non-delivery,wrongdelivery,non-payment,etc.)orthegoodsdeliveredareshortinweight,notinconformitywiththesample,whiletheotherpartywhosufferslosseshastherightstocomplainorclaimaccordingtotherelevanttermsinthecontract.QuestionsTypesofComplaintsshortshipment(短裝)wrongshipment(錯(cuò)裝)shortweight(短重)inferiorqualitygoodsdamagedorlatedeliveredpricechargedexcessively,ornotasagreedwrongbilledinvoicedeliverymixedupGenuinecomplaints1nolongerwantthegoodsfindcheaperalternativeselsewhereFalsifiedcomplaints2Generallyspeaking,goodcomplaintlettersshouldbeconcise,authoritative,factualandfriendly.Herearesometipsformakingcomplaints:Provideatimelimit.Givingatimelimitforamattertoberesolvedwillprompttherecipienttoactimmediately.12Attachsupportingdocuments.Thiscouldbeimages,receipts,andotherdocumentsthatserveasconcreteevidenceofyourclaims.WritingGuidelinesforComplaintsOpeningpurposeorreasonofwriting(receiptofgoodsorstatethecomplaints)BodyDetailsofcomplaints:detailedpresentationoffactstoexplainwhatiswrong;astatementoftheinconvenienceorlossthathasresultedfromthiserror;suggestionforsettlement,suchasrequestforreplacement,delivery,orcompensation.ClosingexpectationofpromptattentionorearlyreplyWritingGuidelinesforReplyingtoComplaintsOpeningacknowledge:receiptoftheletterornoticeofthedeliveryapologize:regretatthecomplaintorclaimBodyacceptanceoftheclaimagreementtothesettlement:replacethegoods,returnthegoods,sendtheshortageoragreetocompensationClosinghopeforfuturebusinessorapologizefortheinconvenience1.AgreetoacceptthecomplaintWritingGuidelinesforComplaintReplyOpeningacknowledge:receiptoftheletterornoticeofthedeliveryapologize:regretatthecomplaintBodydisagreementtothecomplaintandreasonsuggestionforsettlementifanyClosingexpectationforfuturebusiness2.DisagreetoacceptthecomplaintWritinginResponsetoComplaintsSamplesSample1MakeaComplaintSubject:ShortfallofOrderNo.76819LDearMs.Yang,Iamwritingtoinformyouthatthegoodsweorderedfromyourcompanyhavenotbeensuppliedcorrectly.On

15January2021,weplacedanorderwithyourfirmfor11,000minifans.Theconsignmentarrivedyesterdaybutcontainedonly1,100minifans.Thiserrorputusinadifficultposition,aswehadtomakesomeemergencypurchasestofulfillourcommitmentstoallourcustomers.Thiscausedusconsiderableinconvenience.Iamwritingtoaskyoutomakeuptheshortfallimmediatelyandtoensurethatsucherrorsdonothappenagain.Otherwise,wemayhavetolookelsewhereforoursupplies.Ilookforwardtohearingfromyoubyreturn.YourssincerelyValeryBakhtovPurchasingOfficer電子郵件的主題要能簡(jiǎn)要概括投訴事項(xiàng)。表明寫(xiě)信目的。說(shuō)明情況。說(shuō)明對(duì)方的錯(cuò)誤給已方造成的不良影響。表明希望對(duì)方采取的補(bǔ)救行動(dòng)。Sample2(replytoLetter1)AcceptaComplaintSubject:Re:OrderNo.76819LDearMr.Bakhtov,Pleaseacceptourapologiesfortheerrormadebyourcompanyinfillingyourorderno.76819L.Youordered11,000minifans,butourdispatchofficesent1,100.Thiswasduetoatypingerror.Thebalanceof9,900fanswasdispatchedbySFexpress(clickheretotrackthepackage)toyouthismorningandwillarriveby

Thursday,28January2021.Wehighlyvalueyourbusinessandwouldliketoofferyouan8%discountonyournextorderwithus.Welookforwardtoreceivingyourfurtherordersandassureyouthattheywillbefilledcorrectly.Yourssincerely,AlisaYangSalesManager1.此處改掉了對(duì)方的電子郵件主題，只保留中性意義的訂單號(hào)，避免對(duì)方再次感受“shortfall”一詞帶來(lái)的消極情緒。2.調(diào)查后，如發(fā)現(xiàn)確實(shí)是我方失誤，第一時(shí)間真誠(chéng)道歉。解釋原因。表明整改措施，以期獲得對(duì)方信任，維持合作關(guān)系。給予適當(dāng)?shù)难a(bǔ)償（此處是下次下單，可獲8%折扣）再次承諾整改，期待繼續(xù)合作。CoreVocabularyfillone’sorder交付訂貨 dispatchv./n.發(fā)送expressn.快遞服務(wù) Sample3RejectaComplaint(ReplytoSample1)感謝對(duì)方的郵件，對(duì)對(duì)方的處境表示理解說(shuō)明我方的調(diào)查結(jié)果：并非我方失誤，并附上證據(jù)。提出解決方案。CoreVocabularysourcen.來(lái)源beneficialadj.有益的Sample4MakeaComplaint1.若需要投訴的事項(xiàng)或涉及的物品比較多，可用清楚明了的方式一一列出。2.提出希望對(duì)方采取的補(bǔ)救行動(dòng)。Subject:IncompleteShipmentofOrderDT-20314DearMs.Chen,TheshipmentwereceivedwithordernumberDT-20314wasincomplete.Thefollowingpartsweremissing:panel#1256,10pcscable#1471,20pcsWewouldappreciateitifyouwouldrushthemissingpartstousimmediately.Thankyouforyourpromptattentiontothismatter.Sincerely,RiichiTanakaCoreVocabularypaneln.儀表板；面板cablen.電纜；纜繩Sample5Acceptacomplaint(replytoSample4)1.表明已收到對(duì)方的投訴，并表達(dá)歉意。2.說(shuō)明已經(jīng)采取的補(bǔ)救措施。3.再次表達(dá)歉意，并承諾已整改，不會(huì)發(fā)生類似錯(cuò)誤，以求重獲客戶的信任。Subject:Re:IncompleteShipmentofOrderDT-20314DearMr.Tanaka,ThankyouforyouremailinformingusoftheincompetentshipmentofOrderDT-20314.Weareextremelysorrytolearnthatsomepartsaremissingfromtheshipment.ThemissingpartsweresentthismorningbyDHL.Youmayclickheretotrackdelivery→.Wegreatlyregrettheinconvenience.Topreventre-occurrences,wehavesetupaverificationprocedure.Weassureyouthatthiswillnothappenagain.Yourssincerely,AlisaChenCoreVocabularyinconveniencen.不便；麻煩occurrencen.發(fā)生(re-occurrence再次發(fā)生）verificationn.核實(shí)；查證procedure程序；步驟；工序Sample6AcceptacomplaintSubject:Re:DisqualifiedAnti-virusMasksDearFred,IamsorrytoknowthatthemasksofOrderNo.508deliveredtoyoudon’tmatchthesamples.Afterinvestigation,wefoundthequalityofthegoodsisindeednotinconformitywiththesamples.Thisoccursbecauseonewarehousestaffmixedupyourorderwithanotherone.Wewillarrangereplacementsrightaway.Pleasesendthedisqualifiedmasksbackatourexpense.Weapologizefortheinconveniencecausedandassureyouthatwehaveinstitutedadouble-checkingsystemfororderdispatchsothatthismistakewillnothappenagaininfuturedeliveries.

BestregardsAlisaCoreVocabularyinconformitywith和…一致 warehousen.倉(cāng)庫(kù)atone’sexpense費(fèi)用由某人承擔(dān) institutev.建立；制定double-checkingsystem雙重檢驗(yàn)體系 Core

PhrasesandSentencePatternsCorePhrasesandSentencePatternsIwouldliketomake/lodge/fileacomplaintwithyouabouttheshortfallofthegoodswereceived.Iamwritingtoinformyouofmydissatisfactionwiththegoodsyousuppliedtous.Uponexamination,wefoundthegoodsarenotuptothestandardofthesample.Thegoodssentareinferiortotheoriginalsample.Iamwritingtoaskyoutomakeuptheshortfallimmediatelyandtoensurethatsucherrorsdonothappenagain.Otherwise,wemayhavetolookelsewhereforoursupplies.MakingcomplaintsCorePhrasesandSentencePatternsThankyouforyourletterof…regarding/concerning/inconnectionwith…Irefertoyourletterof…about/relatingto…Weagreethattheusualhighstandardsofourproducts/serviceswerenotmetinthisinstance.IwillcontactyoutomorrowwhenIhavemoreinformationabouttheproblem.Iwillletyouknow/getintouchwithyouafterwetakecareofit.Letmefindoutwhathappenedtoyourorder/itemandIwillgetbacktoyoushortly/latertoday.AcceptingcomplaintsCorePhrasesandSentencePatternsTopreventre-occurrenceswehavesetupaverificationprocedure.Theproductteamismakingittheirnewprioritytoensurethisproblemdoesnothappenagain.

Asagestureofourregret,wearepreparedto…/wearewillingto…/wewouldliketo…Wehavedispatchedthenewitemsbyexpresscourier.Theyshouldarriveby

Thursday,21December2021.Weproposetohavethegoodsinspectedfirst.Iftheinspectionconfirmstheaccuracyofyourestimate,compensationwillbeallowedatonce.AcceptingcomplaintsCorePhrasesandSentencePatternsToshowourgoodwill,wewouldliketoofferyoua5%discountonyournextorderwithus.Ihaveanupdateforyouregardingyourorder.Wehaveyourreplacementunitreadytobeshippedouttoyouthismorning.Youshouldbereceivingitin2-3days.Rightnow,we’reworkingonyouritem.Wejusthaveafewmoreteststorun.Onceeverything’sokay,we’llbeintouchagain.Weshouldbeabletogetyourproblemresolved(soon/inacoupleofdays/withinthisweek).AcceptingcomplaintsCorePhrasesandSentencePatternsWhilewecanunderstandyourfrustration,...Weunderstandhowdisappointingitiswhenyourexpectationsarenotmet.IregrettosaythatIdon'tthinktheresponsibilityshouldrestwithus.Althoughwehavesentyouthecorrectitem,ifyouaredissatisfiedwithit,wearehappytoexchangeitwithanotheritem.Iregrettoinformyouthat…Iamafraidthat…Unfortunately,Imustpointoutthat…RejectingcomplaintsSummaryAcomplaintletteraimsattheimprovementofcurrentproducts/servicesoftheirbusinesspartnerorthecompensationforthelossescausedbythewrongdoingsofthebusinesspartner.Yourlettershouldencouragethemtorespondpositivelyandhelpfullytothecomplaint.Nomatterhowmadyoufeel,aggressionandconfrontationdoesnotencourageahelpfulreactiontocomplaints.Goodcomplaintslettersshouldbe:ConciseConstructiveAuthoritativeFriendlyFactual02WritingandReplyingtoClaimsTask2子目錄Guidelines1Samples2CorePhrasesandSentencePatterns3Ininternationalbusiness,claimsdonothappenineverytransactionbutoftenoccur.Intheprocessofexecutingacontract,ifonepartyfailstofulfilthecontractandbringeconomiclosstoanotherparty,thelattermaylodgeaclaimforcompensationaccordingtothecontractstipulations.IntroductionMakingClaimsGoodclaiminglettersshouldalsobeconcise,authoritativeandfactual.Theyusuallyincludethefollowingmainpoints:Givingfactsaboutthelossandreasonswhytherecipientshouldberesponsiblebyquotingthefilenumber,thedateofdelivery,thegoodsconcerned;Analyzinganypossibleimpacts;Hopingforanearlysolutiontotheproblem.12312345RespondtoClaimsWhenwereplytoclaims,followtherulesbelow:Confirmingreceiptofclaims;Showingregretforwhathashappenedandsincerewishforresolvingtheproblem;Promisingtolookintothemattercarefully;Whenacceptingtheclaim,putforwardtheproposalsforsettlingtheproblem;whenrejectingtheclaim,makespecificandjustifiedexplanation;Showingenthusiasmtocontinuethebusinessrelationswiththeclientsandwishingforfurthercooperation.SamplesSample1MakeaClaim1.簡(jiǎn)要陳述事實(shí)，分析原因。2.說(shuō)明造成的后果。3.提出要求賠償?shù)姆桨浮?.附上證明材料CoreVocabularyshippingagent船運(yùn)代理 surveyorn.檢測(cè)員inthepresenceof在……在場(chǎng)的情況下 statementn.聲明；陳述Sample2RespondtoaClaim(replytoLetter1)

1.真誠(chéng)道歉，并說(shuō)明造成錯(cuò)誤出現(xiàn)的原因。2.同意對(duì)方提出的賠償方案。3.表示已經(jīng)整改，確保不會(huì)發(fā)生類似錯(cuò)誤，以求重獲客戶的信任。CoreVocabularynegligencen.疏忽；失誤Sample3RespondtoaClaimSubject:Re:LogoPrintingonSportsJerseysDearMr.Carlson,Wehavereceivedyouremail,inwhichyoupointedouttheproblemwithlogoprintinginoursportsjerseys.Wesincerelyapologizeforthisunpleasantevent.Wewillshipsportsjerseyswithcorrectlogosimmediatelyandtheywouldarriveby

Wednesday,27January2021.WehaveremittedUSD1123.80asasettlementofyourclaim.Pleasekindlyinformusuponreceivingthem.Regardingthejerseyswiththewronglogos,ourforwarderwillcallyoulatertocollectthemfromyourwarehouse.Weapologizeforthetroubleandwouldliketoassureyouthatallpossiblestepswillbetakenbyustoavoidthisfromhappeningagaininthefuture.Kindregards,XuYulin(Miss)SalesManagerCoreVocabularyinspectionn.檢驗(yàn) recallv.召回（殘損貨品等refundv./n.退款；返還金額 remitv.匯款Sample4respondtoaclaim(replytoSample3)Subject:CompensationforMiniFansDearAlisa,Wearesorrythatallitemsshouldberecalled.However,wesentyouthefinalsamplesbeforemassproductionandtheywereconfirmedbyyourengineeringteam.Itisthusunfairthatweshouldbearallresponsibilityfortheproblem.Tofixthesituation,wesuggestthatweshipthenewmodelofminifansasreplacementsandgiveyouUSD4,000ascompensation.Pleaseletmewhatyouthink.Bestregards,FrankSample5respondtoaclaimSubject:Re:LogoPrintingonSportsJerseysDearMr.Carlson,Wehavereceivedyouremail,inwhichyoupointedouttheproblemwithlogoprintinginoursportsjerseys.Wesincerelyapologizeforthisunpleasantevent.Wewillshipsportsjerseyswithcorrectlogosimmediatelyandtheywouldarriveby

Wednesday,27January2021.WehaveremittedUSD1123.80asasettlementofyourclaim.Pleasekindlyinformusuponreceivingthem.Regardingthejerseyswiththewronglogos,ourforwarderwillcallyoulatertocollectthemfromyourwarehouse.Weapologizeforthetroubleandwouldliketoassureyouthatallpossiblestepswillbetakenbyustoavoidthisfromhappeningagaininthefuture.Kindregards,XuYulin(Miss)SalesManagerCoreVocabularyforwardern.代運(yùn)人；貨運(yùn)公司Core

PhrasesandSentencePatternsCorePhrasesandSentencePatternsWeregrettoinformyouthatwemustlodge/file/make/placeaclaimagainstyouaboutthequality.Weweresorrytofindfifteencasesbadlydamaged.Noneofthejuiceissuitableforconsumption.Weestimate(估計(jì))thatabout10%ofthegoodsaredamaged.Sowewouldlikeeitherreplacementoftheitemsora10%reductioninprice.We,therefore,suggestyougiveusa30%discountontheinvoicevalueorwewillaskyouforreplacements.Wecankeepthisdeliveryandtrytofindanotherbuyerforit.Butofcourse,we’dneedapriceadjustment,saya25%reductiononthelot.We’dlikeyoutoreplaceall15setsassoonaspossible.Ourcustomeriswaitingforthecompleteorder.MakingclaimsCorePhrasesandSentencePatternsInthespiritofgoodwillandfriendship,weagreetoacceptallyourclaims.Weregrettosaythatwearenotinapositiontoentertainyourclaim.I’mafraidthere’sbeenaslip-upinourShippingDepartment.It’scertainlyourfault.Thegoodswereingoodorderwhentheywereshippedonboard.Thebillofladingsignedbythecaptainoftheshipisproofofthat.Unfortunately,becauseyouacceptedthesampleswehadsentyou,wewillbeunabletoreplacetheshipment.Thegoodslefthereinperfectcondition.Wasthedamagecausedbyroughhandling?Inviewofthelongbusinessrelationsbetweenus,wewishtomeetyouhalfwaytosettletheclaim.Thisisthemaximumconcession(讓步)wecanmake.Shouldyounotagreetoacceptourproposal,wewouldliketosettleitbyarbitration(仲裁).RespondtoClaims03TipsIwillcontactyoutomorrowwhenIhavemoreinformationabouttheproblem.LetmefindoutwhathappenedtoyourorderandIwillgetbacktoyoushortly/latertoday/assoonaspossible.否則，客戶認(rèn)為我們忽視他，會(huì)更加生氣。收到客戶投訴郵件，我們應(yīng)該怎么樣做？收到客戶投訴郵件，要立即回復(fù)，不要拖延。即使在調(diào)查，也要先回復(fù)。例如：12回信時(shí)，首先要表示對(duì)他的情況及心情完全理解。例如：Ifullyunderstandhowyoufeelabouthavingwaitedtwoweeksforthereplacementpart.Weunderstandhowdisappointingitiswhenyourexpectationsarenotmet.I’msorrytohearyouarehavingtheseproblems.己方錯(cuò)誤：立即道歉。如果需要調(diào)查情況，可以跟客戶說(shuō)：“我們已經(jīng)匯報(bào)老板，馬上找相關(guān)人員開(kāi)會(huì)，進(jìn)行調(diào)查。你能否提供進(jìn)一步的細(xì)節(jié)，比如拍個(gè)照片，有多少貨物有問(wèn)題？”如果事情已經(jīng)調(diào)查清楚，要解釋一下這個(gè)事情為什么會(huì)發(fā)生，問(wèn)題出在什么地方，已經(jīng)采取了什么措施保證下次不會(huì)發(fā)生等。他方錯(cuò)誤：委婉指出。比如是由于客戶自己的設(shè)計(jì)缺陷導(dǎo)致的問(wèn)題：YALSE:

Itisbecauseyourdesignisnotfeasible.Yes:Ourchiefengineerstoldmethatthedesignisamajorcauseofthisproblem.Weneedtooptimizethedesigntogetherforthefutureproduction代表公司的態(tài)度和整個(gè)公司通力合作的意愿調(diào)查原因3要注意引導(dǎo)客戶，讓客戶的注意力不要過(guò)多地放在損失應(yīng)該由誰(shuí)來(lái)承擔(dān)這個(gè)問(wèn)題上，而要放到如何解決問(wèn)題上來(lái)?？梢哉f(shuō)：Itisreallyoutofourexpectation.Wemustfindoutasolutiontosortitout.Doyouhaveanyideas?>Ihaveanupdateforyouregardingyourorder.Wehaveyourreplacementreadytobeshippedouttoyouthismorning.Youshouldbereceivingitin2-3days.Rightnow,we’reworkingonyouritem.Wejusthaveafewmoreteststorun.Onceeverything’sokay,we’llgetintouchagain.Weshouldbeabletogetyourproblemresolvedinacoupleofdays/withinthisweek.在安撫客戶的同時(shí)，給客戶一定利益。例如，可以給客戶許諾下個(gè)訂單給他補(bǔ)償。若問(wèn)題不是一下子就能解決的，要及時(shí)告知客戶問(wèn)題的進(jìn)展。例如：405CommunicationLaboratory

業(yè)務(wù)訓(xùn)練1.Wearelodgingaclaim_______theshipment"_______s/s"FarEast"_______shortdelivery.（我們對(duì)通過(guò)“遠(yuǎn)東號(hào)”貨輪運(yùn)輸?shù)呢浳锾岢龆塘克髻r。）2.Amerinspectionattheportofdestination,thequalityofthegoodsshipped_______s/s"FarEast"_______OrderNo.1234wasfoundnot_______conformity_______thecontractstipulations.在目的港檢驗(yàn)后發(fā)現(xiàn)，1234號(hào)訂單項(xiàng)下、經(jīng)“遠(yuǎn)東”貨輪運(yùn)送的的貨物質(zhì)量不符合合同的規(guī)定。）3.Weregret_______hearthatseveralbagsofthelastshipmentwerebroken_______transit.很遺憾，我們了解到上一批貨中的幾袋貨物在運(yùn)輸過(guò)程中破損了。）4.Wearesorrytohearthatthegoodsyoureceivedarenot_______thequalityexpected.（很遺憾聽(tīng)說(shuō)您收到的貨物沒(méi)有達(dá)到預(yù)期的質(zhì)量。）5.Thegoodslefthere_______perfectcondition.Wasitcausedbyroughhandling?（貨物離開(kāi)這里的時(shí)候是完好無(wú)損的。破損是因?yàn)榇直┨幚碓斐傻膯幔浚㊣.Fillinthemissingpropositions.onbybyforunderinwithtoinuptoin1.Iwouldliketo___________________acomplaintwithyouabouttheshortfallofthegoodswereceived.(提出投訴)2.ThankyouforyouremailofJanuaiy19,2021___________________________________________theshortfallofOrderNo.214.(關(guān)于)3.Letmefindoutwhathappenedtoyourorder/itemandIwill_____________________________________(回復(fù)你)4.We___________youthatthiswillnothappenagain.(保證)5.Asagestureofourregret,wearepreparedtogiveyoua_______________.(替換)II.Fillinthemissingwords.make/lodge/lay/fileregarding/concerning/inconnectionwithgetbacktoyoushortly/latertoday/assoonasIcan.assurereplacementTranslations(fromChinesetoEnglish)1.從你方9月20日的電子郵件中獲知我方發(fā)錯(cuò)了折疊椅（foldchair）,對(duì)此我方深感抱歉。2.我們對(duì)延遲發(fā)貨深表歉意，希望貴方諒解延貨的原因是我方無(wú)法控制的。3.顯然，貨物是在運(yùn)輸途中受損，因此，抱歉很難接受你方索賠。Wearesorrytolearn