跨境電商B2B商務(wù)英語函電 課件項(xiàng)目六：跨境電商索賠與理賠

《跨境電商B2B商務(wù)英語函電》B2BCorrespondenceWritingforCross-borderE-commerce

項(xiàng)目六跨境電商索賠與理賠

項(xiàng)目六:跨境電商索賠與理賠任務(wù)1：撰寫索賠與理賠信函BasicKnowledgeSummarizing一LearningtheTypicalcases二Imitatingwriting三Professionalskillexercises五任務(wù)1：撰寫索賠與理賠信函TranslationExercises四任務(wù)導(dǎo)入任務(wù)1:撰寫索賠與理賠信函李華早上來到公司，經(jīng)理告訴她公司前段時(shí)間出口的一批服裝因?yàn)榘b不良造成貨損，遭到客戶索賠。經(jīng)公司研究決定給客戶換貨，經(jīng)理讓李華給客戶寫一封理賠函。那么，理賠函應(yīng)該怎樣寫呢？

1.OccasiontoMakeComplaintsorClaims

2.TheRulestoSettleComplaintsorClaims

3.TypicalSentences一、BasicKnowledgeSummarizing

1.OccasiontoMakeComplaintsorClaims一、BasicKnowledgeSummarizingOnexecutionofasalescontract,boththesellerandthebuyermustabidebythetermsandconditionsofthecontractandstrictlyperformtheirrespectiveobligations.Ifoneofthepartiesbreachesthecontract,theothermayrunintotrouble,orsuffergreatlosses.Inthiscase,theaffectedpartycaneitherrequestthedefaultertomakesurethatsuchthingswillnothappenagain,whichisknownas“complaint”,orrequesthimtomakeuphislossesaccordingtotherelevantprovisionsunderthecontract,whichiscalled“claim”.

一、BasicKnowledgeSummarizingBuyertoseller(1)Delayofdeliveryornon-deliveryofthegoodsordered.(2)MIS-dispatchofthegoods.(3)Shortweightorshortquantity.(4)Inferiorquality.(5)Improperpacking.(6)Damagetothegoods.(7)LossescausedbyfailuretobenotifiedofcoveringinsuranceinCIF/CFRterms.一、BasicKnowledgeSummarizingSellertobuyer(1)DelayinestablishinganL/Corfailuretoopenit.(2)PostponingsendingavesselorfailuretosenditinFOBterms.(3)Rejectionofgoodswithoutsoundreasons.

2.TheRulestoSettleComplaintsorClaims一、BasicKnowledgeSummarizing1)Iftheclaimisjustified,acceptitatonce;expressyourregretandpromisetoputthemattersrightassoonaspossible.2)Ifitisunjustified,pointitoutpolitely.Itwouldbeawrongpolicytorefusetheclaimoffhand.

2.TheRulestoSettleComplaintsorClaims一、BasicKnowledgeSummarizing(3)Ifyoucannotdealwithitpromptly,stateyourreasoninanagreeablemanner,promisetolookintothemattertheearliestpossibleandgiveasatisfactoryreplyoncethepositionisclear.1)Ourend-userscomplainedofthedelayindeliveringthegoods.我們的客戶抱怨貨物遲交。2)Wehavefiledacomplaintwiththeiragentatthisendaboutthebreakageofthepacking.我們已就包裝破裂一事向他們?cè)诖说氐拇砣颂岢鏊髻r。3.TypicalSentences3)Weregrettoinformyouthatwearenotsatisfiedwiththequalityofthegoodswhichisinferiortothatpromisedbyyou.很抱歉，我們對(duì)貨物的質(zhì)量并不滿意，貨物的質(zhì)量較你方承諾的低劣。4)Weshalllodgeaclaimagainsttheinsurancecompanyforthegoodsdamagedduringtransit.對(duì)于貨物在運(yùn)輸途中的損失，我們將向保險(xiǎn)公司提出索賠。3.TypicalSentences5）WeshouldclaimUSD1,500.00fromyouforthelosscausedbyimproperpacking.我們必須為由于不良包裝所造成的損失向你方索賠1,500.00美元。6)Youshouldbeentirelyresponsibleforthelosseswesustainedowingtoimproperpacking.因不良包裝使我方遭受的損失，你方應(yīng)負(fù)完全責(zé)任。3.TypicalSentences7）Inordertosettletheclaim,wewillimmediatelysendarepresentativetoinvestigatethismatter.Ifourpartywasatfault,thecompensationwillbemadeatonce.

為了處理索賠問題，我方會(huì)即刻派代表調(diào)查此事。一旦發(fā)現(xiàn)是我方疏忽和失誤所致的，即刻理賠。8)InviewofthefactthatourgoodswerecarefullypackedbyexperiencedworkmenandsentoutinperfectconditionasshownbyacopyofthecleanB/Lwhichweencloseherewith.Wearecertainthattheyweredamagedthroughcarelesshandlingwhileintransit.

鑒于該批貨物全是由經(jīng)驗(yàn)豐富的技術(shù)人員包裝，離埠時(shí)完好無缺，隨附提單可以證明。我方確信你方所抱怨的損失系運(yùn)送途中粗魯搬運(yùn)所致。3.TypicalSentences9)Wesuggestyouhadbetterenteraclaimimmediatelyagainsttheshippingcompany.建議你方立即向船運(yùn)公司提出索賠較為有利。3.TypicalSentences二、LearningtheTypicalcases任務(wù)1:撰寫索賠與理賠信函在了解了出口貨物貨損及客戶索賠的基本情況后，李華接著認(rèn)真研究分析了以前客戶的索賠函及公司對(duì)索賠函的回函。DearSirs,WethankyouforthepromptdispatchofthegoodsunderourorderNo.226,butregretthattheywerealtogetherinferiorinqualitytothesamples,onwhichbasisweplacedtheorder.Theyaresofarbelow

thecontractedstandard.Thepatternisuneveninplacesandthecoloringvaries.Asthegoodsbecomequiteunsalable,weshallhavetoreturnthegoodstoyouandaskforreplacements.Wehavealwaysbeenabletorelyontheexcellentqualityofyourgoods.Pleaseseetoitthat

allourfutureordersarecarriedout

exactlyascontracted.Shouldthegoodsfailtobeuptotheexpectations

ofourcustomersinanyrespect,theymayturnto

othersfortheirrequirements.Yourssincerely,Letter1:

Acomplaintletter1)inferior：adj.較低的；次等的；低劣的Note1：Acheapercameraisnotalwaysinferiortoamoreexpensiveone.價(jià)格低的照相機(jī)的質(zhì)量并不總是比昂貴相機(jī)質(zhì)量差。Theyneversellinferiorgoods.他們從不銷售次貨。2)farbelow：遠(yuǎn)遠(yuǎn)低于，比……差得多Note2：Yourexecutionofourorderisfarbelowourexpectations.你對(duì)我方訂單的執(zhí)行情況令我們很失望。3)pattern：n.款式，花樣Note3：Weexportournewpatternsofsateentomanycountriesintheworld.我們的新式棉緞出口到世界很多國(guó)家。4)uneven：adj.不均勻的,不規(guī)律的,不均衡的Thedistributionofnaturalresourcesintheworldisuneven.世界上自然資源的分布是不均衡的。Note4：Thegroundwasmuddyanduneven,butwetoiledon.地面泥濘不平，我們?nèi)猿粤Φ叵蚯白?。Thecarbumpedontheunevensurfaceofthegravelroad.汽車在高低不平的礫石路面上顛簸著。Playerscomplainedabouttheunevenbounceofthetenniscourt.運(yùn)動(dòng)員抱怨說網(wǎng)球場(chǎng)的反彈力不均勻。5)unsalable：adj.不好銷售的Note5：Partsofthegoodsarenotcalledforintheconsignmentagreementandareentirelyunsalableinthismarket.有一部分貨物并非是寄售協(xié)議所要求的，它們?cè)诒镜厥袌?chǎng)完全無法銷售。6)carryout(theorder)執(zhí)行訂單，履行訂單Note:6：7)uptoexpectation:達(dá)到預(yù)期。

expectation：期望，期待（名詞）Note7：Shehadhighexpectationsofwhatuniversityhadtooffer.她對(duì)大學(xué)所能給她提供的一切期望很高。Yourworkhasnotcomeuptomyexpectations.你的工作不符合我所期望的。Hisparentshavegreatexpectationsforhisfuture.他父母對(duì)他的前途深寄厚望。8)respect：

n.方面，關(guān)系，尊敬Note:8respect作“方面,點(diǎn);細(xì)節(jié)”解時(shí),一般用于短語inevery/many/some/no/onerespect(s)中。Myargumentisdifferentfromyoursinonecrucialrespect.我的論點(diǎn)在一個(gè)至關(guān)重要的方面跟你的不一樣。9)turnto：

求助于；轉(zhuǎn)向

Ihadtoturntothedictionaryforhelp.我只得求助于字典了。Note:9Youshouldhaveresortstoyourparents.你應(yīng)該求助于你的父母。Weshouldturnourthoughtstopracticalmatters.我們應(yīng)把思想轉(zhuǎn)向?qū)嶋H問題。DearSirs,WearedeeplyconcernedaboutthecomplaintaboutthegoodssuppliedtoyourorderNo.226.However,wearegladyoubringthismattertoourattention.Wehavegoneintothematterandfoundthequalityofthegoodsisreallynotinconformitywith

thesamples.Aftertracing,wefinditresultingfromafaultinoneofthemachines,whichhasbeenputright.Wearearrangingforthecorrectgoodstobedispatchedtoyouatonce.Therelevantdocumentswillbemailedtoyouassoonastheyareready.Asregards

thewronggoods,pleasekeepthemuntilcalledforbyourCommercialCounselor’sOffice,whomwehaveinformedofthematteraccordingly.Weapologizeforanyinconvenienceincurred(orcausedbyourerror)andwouldliketoassureyouthatthe

recurrenceofsimilarmistakeswillbeavoidedinthehandlingofyourfutureorders.Yoursfaithfully,

Letter2:Replytoletter1(Asettlementletter)

1）bringthismattertoourattention

使某人注意某事Note1：類似表達(dá)有：call/draw/invitesb.’sattentiontosth.Yourpromptattentiontothismatterwillbeappreciated.如蒙對(duì)此事予以迅速處理，將不勝感謝。2）gointo：

調(diào)查，深入研究Note2：Hespentseveralweeksdiggingintotheproblem.他花了幾個(gè)星期調(diào)查這一問題。3）inconformitywith：與……一致/相符，根據(jù)，按照Note3：類似表達(dá)有：incompliancewithYourinstructionsunderwhichthegoodswillbepackedarenotinconformitywiththecontract.你方有關(guān)貨物的包裝要求與合同不符。4）fault：

n.缺陷，故障，錯(cuò)誤analysisonthefrequentfaultofpackingmachine

包裝機(jī)常見故障分析Note:4Thereisafaultintheelectricalsystem.電路系統(tǒng)出了故障。Itwasnotourfaultthatwewerelate.這次遲到不是我們的錯(cuò)。5）asregards有關(guān)，至于Asregardswheat,pricesareshootingup.至于小麥，其價(jià)格正在飛漲。Note:5Asregardsthisjourney,wecannowdecidenothing.關(guān)于這次旅行，我們現(xiàn)在不能做任何決定。6）incur：vt.招致；遭受；惹起Ifyoudon'tdothejobproperly,youwillincurblame.如果你不把工作做好,你將會(huì)招人責(zé)難。Note:6Aslowdownintheeconomycausedustoincurgreatlosses.經(jīng)濟(jì)的減緩使我們?cè)馐芰撕艽蟮膿p失。7）recurrence：n.再現(xiàn)；再發(fā)生；反復(fù)Arecurrenceofsuchanoversightcouldimpairouramicablerelations.這樣的疏忽倘若再發(fā)生，可能有損雙方的友好貿(mào)易關(guān)系。Note:7Measuresmustbetakentostoparecurrenceoflastnight'sviolence.必須采取措施來防止昨晚的暴力事件再發(fā)生。李華打開郵箱，查看客戶的索賠函，內(nèi)容如下：三、Imitatingwriting寫作時(shí)應(yīng)注意以下要點(diǎn)：（1）告知我方調(diào)查的結(jié)果。（2）提出理賠的賠付辦法。（3）表達(dá)希望繼續(xù)合作的意愿。李華要根據(jù)上述索賠函內(nèi)容及以下寫作要點(diǎn)寫一封理賠信函。參考回函(onlyforreference)：NingboLeTianForeignTradeCo.,Ltd.NO.293SangtianRoadYinzhouDistrict,Ningbo315100,ChinaTheAtlanticTradeCo.,Inc.400NortonBuilding,NorthYork.Toronto,CanadaNovember30,2023DearSirs,

Furthertoyourletter,wearewritingtotellyouthatourrepresentativehaslookedintothematterandfoundthatitwasamistakebyourstaffatthewarehouse.Weare,therefore,goingtosettletheclaim.Butourproposalofsettlementisthatwewillimmediatelysendyoureplacementsofwhichthequalityisguaranteed.Astothe10cartonsofmen’sshirtsyoureceived,wewillbehighlyappreciatedifyouwilltrytosellforusinyourmarketatourquotedprice,i.e.USD80perpiece.Ifitisacceptabletoyou,pleaseinformusbyfaxsothatthecasecanbesettledbyapromptremittance.Wefeelgreatlyregretfulfortheinconvenienceyouhavesustainedandwouldliketoassureyouthatallpossibleswillbetakentoavoidsuchmistakeshappeningagain.Wetrustthatthearrangementwehavemadewillsatisfyyouandlookforwardtoreceivingyourfurtherorders.

Yoursfaithfully,LiHua

1.Translatingthefollowingphrases.四、TranslationExercisesTranslatingExercises:Part1:Translatingthefollowingphrases..（1）遠(yuǎn)遠(yuǎn)低于，比……差得多 ———————————————————————————————（2）調(diào)查，深入研究

———————————————————————————————farbelowgointoTranslatingExercises:Part1:Translatingthefollowingphrases..（3）求助于；轉(zhuǎn)向 ———————————————————————————————（4）執(zhí)行訂單，履行訂單

———————————————————————————————turntocarryout/executeanorderTranslatingExercises:Part1:Translatingthefollowingphrases..（5）fault———————————————————————————————（6）uptotheexpectation

———————————————————————————————缺陷，錯(cuò)誤達(dá)到預(yù)期TranslatingExercises:Part1:Translatingthefollowingphrases..（7）inconformitywith

———————————————————————————————（8）recurrence———————————————————————————————根據(jù)，與……一致再現(xiàn)；再發(fā)生；反復(fù)TranslatingExercises:Part1:Translatingthefollowingphrases..（9）asregards

———————————————————————————————（10）bringthismattertoourattention

———————————————————————————————有關(guān)，至于 使我們注意此事

2.TranslatethefollowingsentencesintoChinese四、TranslationExercisesTranslatingExercises:2.TranslatethefollowingSentencesintoChinese.(1)Wereallyapologizeforthegreatinconveniencecausedtoyou.

———————————————————————————————(2)Wehavelookedintothematter,andfoundthatyourclaimisperfectlyjustified.

———————————————————————————————給貴方造成極大不便，對(duì)此我方深表歉意。我們已調(diào)查了此事，認(rèn)為你方提出的索賠是合理的。TranslatingExercises:2.TranslatethefollowingSentencesintoChinese.(3)Wetakeallourcustomers’commentsseriously.Withthisinmind,wearemorethanhappytocoverthecostofreplacingthedefectivegoods.

———————————————————————————————(4)Wefindthatthecaseshowsashortageinweight.

———————————————————————————————我們一向重視客戶意見。本著這一理念，我們非常樂意承擔(dān)因更換次貨而產(chǎn)生的一切費(fèi)用。我們發(fā)現(xiàn)每箱重量都少。TranslatingExercises:2.TranslatethefollowingSentencesintoChinese.(5)Onexaminationoftheabove,wefoundthemquiteinferiorinqualitytothosequotedinyourletterofOctober17.

———————————————————————————————

經(jīng)過檢驗(yàn)我們發(fā)現(xiàn)，到貨與貴公司10月17日來函所告知的情況相比，質(zhì)量較差。3.TranslatethefollowingsentencesintoEnglish四、TranslationExercisesTranslatingExercises:3.TranslatethefollowingSentencesintoEnglish.(1)到貨中有破包20個(gè)，我們據(jù)此向貴公司提出索賠。

———————————————————————————————(2)我們特向貴公司索賠，金額共計(jì)5000美元。

———————————————————————————————Weherebyfileacomplaintwithyouthatoutoftheshipmentarrivedtherewere20bagsbroken.WeherebylodgeaclaimagainstyouforthetotalamountofUS$5,000.TranslatingExercises:3.TranslatethefollowingSentencesintoEnglish.(3)對(duì)于此不幸事件，我們深表遺憾。

———————————————————————————————(4)我們希望此不幸事件不會(huì)影響我們之間的友好關(guān)系。

———————————————————————————————Wewishtoexpressourregretoverthisunfortunateincident.Wehopethisunfortunateincidentwillnotaffectthefriendlyrelationsbetweenus.TranslatingExercises:3.TranslatethefollowingSentencesintoEnglish.(5)我們寫信給貴公司請(qǐng)你們用完好的貨物來調(diào)換次貨。

———————————————————————————————Wearewritingtoaskyoutoreplacethedefectivegoodsbyperfectones.

3.Writingaletteraccordingtothedescriptionsbelow五、Professionalskillexercises寫作情境：（1）2023年5月美國(guó)紐約哈德森有限公司（HardersonCo.,Lid.）的銷售經(jīng)理GeoffPullar向浙江華麗針織襪業(yè)有限公司（ZhejiangHualiKnittingSocksCo.,Lid.）訂購(gòu)了1000打男士毛襪(OrderNo.F2432)。7月20日貨物抵達(dá)目的港，但是GicofPullar檢查后發(fā)現(xiàn)箱內(nèi)裝的是1000打女式萊爾線襪（women’slislestockings)，并非他們所訂的貨物。所以他發(fā)郵件給浙江華麗針織襪業(yè)有限公司的銷售經(jīng)理王平，投訴貨物錯(cuò)發(fā)，并要求立即換貨。參考函文(onlyforreference):DearMr.Wang,

WearewritingtocomplainabouttheshipmentofourOrderNO.F2432forI000dozenmen’swoolenstockingsreceivedthismorning.ThesewereorderedonMay20,2023andconfirmedbyfaxonMay21.However,uponopeningtheboxes,wefoundthattheycontained1000dozenwomen’slislestockings.Wehavetoaskyoutoarrangeforthedispatchofreplacementatonceasweneedthestockingsweorderedtocompletedeliveriestoournewcustomers.Meanwhile,weareholdingthementionedstockingsatyourdisposal.Pleaseletusknowwhattodowithit.

Bestregards,GeofPularHardersonCo.,Ltd.Task1寫作情境：（2）Geoff收到孫虹的E-mail和檢驗(yàn)報(bào)告后，即刻進(jìn)行了調(diào)查，核査之后發(fā)現(xiàn)短重確實(shí)是由于50袋小麥粉沒有按照合同規(guī)定的5層耐用紙袋包裝，使得部分貨物的包裝在運(yùn)輸途中破損。Geoff向?qū)O虹回復(fù)電郵，告知核査結(jié)果，為己方的過錯(cuò)道歉，并表示同意支付索賠的553美元。參考函文(onlyforreference):DearMs.Sun,Withreferencetoyourclaimforshortdeliveryof50bagsofwheatflour,wewishtoexpressourdeepregretovertheincident.Aftercheckingbyourstaff,itwasfoundthatpartoftheconsignmentwasnotpackedin5-plystrongpaperbagsasspecifiedinthecontractthusresultinginthebreakageduringtransit,forwhichweapologizetoyou.Wearemostconcernedtomaintainourlong-standingtradingrelationship.We,therefore,willmakepaymentforUS$553.00,theamountoftheclaim,intoyouraccountwiththeBankofChina,uponreceiptofyouragreement.Wetrustthatthisunfortunateerrorwillnotaffectourfuturerelations.Bestregards,GeoffPullarTask2

4.Choosethebestanswer五、Professionalskillexercises（1）Wewerecompelledto

thedamagedcamerasatagreatly

price.

A.disposewith;reducingB.disposeat;reduce

C.disposefor;reducedD.disposeof;reducedKey:D4.Choosethebestanswer（2）Welookforwardto

thegoodsnextmonth.

A.thedeliveryofB.yourdelivery

C.deliverD.delivery

Key:A4.Choosethebestanswer（3）Theylodgeacomplaint

theseller

thefaultgoods.

A.to;againstB.with;of

C.against;aboutD.against;with

Key:C4.Choosethebestanswer

(4)

checkingthecase,wefounditcontained

differentarticles.

A.In;completeB.On;completely

C.At;completelyD.In;completely

Key:B4.Choosethebestanswer

（5)Yourdelay

shipmentwill

usingreatdifficulty.

A.on;causeB.in;lead

C.at;concludeD.in;involve

Key:D4.Choosethebestanswer

（6)Thedamagemusthavetakenplace

.

A.duringtransitB.intransition

C.intransitD.duringtransition

Key:A4.Choosethebestanswer

（7)Wehavetolodgeaclaimagainstyoufor

quality.

A.inferiorB.superior

C.deceptiveD.detective

Key:A4.Choosethebestanswer

（8)Wehavetoreturnthedamagedgoodstoyouforreplacement

.

A.inyouraccountB.atyourexpense

C.underyourexpenseD.underyouraccount

Key:B4.Choosethebestanswer

（9)Ourcustomers

thatgoodsmusthavebeendampedonroute.

A.complaintsB.complaining

C.beingcomplainingD.complain

Key:D4.Choosethebestanswer

（10)Youshouldbe

allthelossesresultingfromthedelayedshipment.

A.sorryB.responsible

C.responsibleforD.beingresponsible

Key:C4.ChoosethebestanswerStep5：FillintheBlanksDearSirs,Thankyouf