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1、国际贸易 商务函电 英语版unit 12LOGOBasic Knowledge ConcernedLetter-writing GuideOther Commonly Used Expressions and Sentences Sample Letters Practical TrainingCLOGOPart One The party making complaints aims at either the improvement of current products/services of their business partner,e.g.a supplier or a carr
2、ier,or the compensation for the losses caused by the wrongdoings of the business partner.Sometimes the two goals are combined when the party receiving complaints not only accepts the compensation request but also promises to deliver a better job in the future.Of course,the one who makes complaints d
3、oes not always have reasonable grounds and sometimes will exaggerate the seriousness of a minor problem.Therefore the one who faces complaints needs to analyze the legitimacy of the charges using rational thinking of both business and ethics,and then respond in an appropriate manner.1.The Purpose of
4、 Making CLOGOPart One Generally there are three types of claims,namely,the trade claim,the transportation claim and the insurance claim.The trade claim is based on a sales contract between the two parties and is lodged by one party who suffers losses due to another partys violation of the contract.T
5、he buyer is likely to file a claim against the seller for the latters delivery of goods of inferior quality.And the seller might also claim the compensation from the buyer for the latters failure of opening an L/C before a contracted date or for not booking the vessel timely in FOB term.The transpor
6、tation claim is raised by the shipper/consignor or owner of the shipped goods against the carrier.When,for instance,the cargo shipped is found with damage or imperfection after its arrival at the port of destination while the original Bill of Lading issued by the carrier indicates the word of“Clean”
7、,such a claim will then be lodged.Another typical reason for this kind of claim is the shortage of goods compared with the volume in the B/L.2.The Different Types of Claims (1)LOGOPart One The insurance claim takes place after the insured goods are damaged or lost due to the factors which are called
8、 risks when they have not been turned into reality that the insurer promises to insure against.Under such circumstances the insured should contact without delay the insurance company submitting evidence and the required documents and make a claim.The insurer would generally go into an investigation
9、and then decide how to settle the claim based on the findings.2.The Different Types of Claims (2)3.The Principles of Writing a Letter for Claim (1)Being timely is the No.1 principle of making a claim by letter.It is usually stipulated in a contract that a claim should be made within a certain time l
10、imit or it will be viewed as invalid.As to transportation and insurance claims,relevant laws and rules have the similar LOGOLOGOLOGOPart TwoSteps/ContentsTypical Expressions2.Clarifying the reasonsThe survey report issued by.evidences that.由出具的检验报告证明了We have invited licensed surveyors to check the c
11、onsignment of.and discovered that.我们请了有资格的检验员来检验了这批,结果发现The goods supplied do not match the samples you sent to us.贵方所供的货与你们之前寄来的样品并不吻合The products are not of the quality we ordered.这些产品的质量并没有达到我们所订产品的质量标准LOGOPart TwoSteps/ContentsTypical Expressions3.Proposing how to settle the claimOn the strength
12、 of the survey report we hereby lay a claim for.根据检验报告,我方在此就提出索赔We must request the immediate replacement of the cargo.我们必须要求马上换货We cannot help filing a claim against you for the invoice value and inspection charges.我们只能向贵方提出索赔,索赔额为发票金额加上检验费用We look forward to your early settlement.我方希望你们能早日理赔Please
13、 inform us of your decision on how to settle the claim.请把贵方打算如何处理此次索赔的想法告诉我们LOGOPart TwoSteps/ContentsTypical Expressions4.Expressing your expectationWe hope that this matter can be resolved as soon as possible.我方希望能尽快解决此事We trust that you will take the said issue into serious consideration and favo
14、r us with a prompt solution.我方希望贵方能认真考虑此事,尽快提出一个好的解决方法For letters in reply to the letters raising claimsThank you for your letter of.and it is much to our regret that we hear.感谢贵方的来函,从函中我们很遗憾地得知LOGOPart TwoSteps/ContentsTypical Expressions1.Acknowledging the receipt of the incoming letter and expres
15、sing your regrets for what being complained aboutWith reference to your letter dated.we are deeply sorry over the unfortunate incident.关于贵方日的来信,我们对信中提及的这一不幸事件深表遗憾We have received your letter of.with great regret learning that.贵方的来函已收悉,我们非常遗憾地获悉After going into the matter we find that.在深入调查事件后我们发现LOG
16、OPart TwoSteps/ContentsTypical Expressions2.Talking about the results of the investigationBased on the immediate investigation we made it is believed that the loss is due to.在立刻展开调查后,我们相信这次损失是由造成的The findings that are provided by the staff checking the damaged goods show that.对受损货物进行检查的工作人员提交了检查结果,结
17、果显示We are arranging the replacement of.as soon as possible.我们将尽快给贵方寄去的替代品LOGOPart TwoSteps/ContentsTypical Expressions3.Indicating the solution of settling the claimWe shall be responsible for the compensation you claimed and make payment to you for.at once.我们会负责对贵方的索赔进行偿付,马上付的赔偿款Therefore we find n
18、o grounds to compensate you for the loss.因此本方认为我们没有理由赔偿贵方的此项损失The responsibility should rest with either the carrier or the insurer instead of us,and if you need,we would like to lodge,on behalf of you,a claim against them.这个责任不应由我方,而应由承运人或保险人来承担,如果贵方需要,我方可代你们向他们提出索赔LOGOPart ThreeExpressions (1)1.pu
19、t in/lodge/file/register/make/lay/raise a claim against sb.向某人索赔2.claim.(a certain amount of money)from.(sb.)for.(sth.)向就索赔金额3.make a claim against.(sb.)for.(a certain amount of money)for.向就(原因)索赔金额4.entertain/accept a claim 接受索赔5.settle a claim 理赔;进行赔偿6.survey report 检验报告7.on the strength of.因为/凭借8
20、.on arrival of.在到达后9.replacement goods 替换品10.cannot but 只得LOGOPart ThreeExpressions (2)11.short delivery 短量;货少运了12.short weight 短重;货不够秤13.inferior quality 质量低劣14.improper packing 不适当的包装15.A is attributable to B A是由B引起/导致的16.the time limit for claim 索赔期限17.within.days after arrival of the goods 货物到达后
21、天内18.go into the matter 调查此事19.the survey charges 检验费20.total amount of claim 索赔总额LOGOPart ThreeTypical Sentences (1)1.The claim is to be lodged within 45 days after the arrival of the consignment at the destination port.2.The claim must be accompanied by a survey report for sellers reference.3.Afte
22、r looking into the matter,the surveyors find that the damage was caused by rough handling at the dock.4.We are entitled to register a claim for at least 30%of the invoice value for inferior quality against the exporter.5.Short weight is what the claim is for.6.The goods you are claiming damaged were
23、 in perfect condition when they left the loading port,as can be evidenced by the B/L in which is printed the word“Clean”.7.The discrepancy between the goods shipped and the original sample is unacceptable since the S/C stipulated the term of“sales by sample”LOGOPart ThreeTypical Sentences (2)8.We ha
24、ve no choice but to file a claim on you,which we hope will receive your prompt attention.9.After inspection the goods shipped are found not in conformity with the sample you sent to us.10.We insist that you compensate the sum of our losses which were due to your improper packing.11.Your claim is not
25、 acceptable because the date,July 31,2007,when you raised it,has passed the time limit for a claim as stipulated in the contract No.123.12.We hope you can understand that we would not have lodged the claim if we could afford to carry the loss.13.If the claim is not resolved in the near future we wil
26、l be compelled to resort to a lawsuit.14.To settle your claim,we agree to make a reduction of 20%of the invoice value,which we think can make up your LOGOPart ThreeTypical Sentences (3)15.We will proceed to settle the claim by arbitration should you not accept our proposed solution,which is our maxi
27、mum concession.16.We regret that we have to cancel our order because of the inferior quality of your products.We ask you to cover any loss which might be caused as a result of the cancellation of the order.17.We were very sorry to receive your complaint that the material you received was not of the
28、quality expected.18.The packing inside the case was too loose with the result that there was some shifting of the contents and several cups and plates have been broken.The attached list will give you details.19.Your shipment of our order No.298 has been found short weight by 1 000kg for which we mus
29、t file a claim amounting to US$800 plus inspection fee.20.We are most anxious to compensate you for the shortage in weight mentioned in your letter of July 13 by offering you an allowance of 5%LOGOPart Four Sample 1 The Buyer Asking the Seller to Lodge an Insurance ClaimDear Sirs,The shipment of men
30、s shirts arrived yesterday and it was noticed that1 part of the cartons were wet.We immediately had all the consignments examined by a local qualified surveyor with the presence of2 the shipping companys representative.On the strength of3 the survey report it was evidenced that 6 out of 10 cartons w
31、ere totally wet from sea water.Each carton was invoiced containing 10 dozen plastic bags with each wrapping a shirt.4 Therefore 60 dozen shirts have been soaked by sea water and have lost a great deal of quality.Such loss is due to the bad weather in transit,which we have insured against,and should
32、be compensated for by the insurer.Since the insurance policy is in your hand now,would you please file a claim against the insurer at once Enclosed with this letter please find the survey report and the statement of the shipping companys representative,which will be essential proof for the claim.We
33、hope the process of the claim will be smooth.Thanks in advance for your handling of this situation on our behalf.Yours faithfully,LOGOPart FourDear Sirs,Your letter of requesting us to claim against the underwriter1 on the shirts spoiled by sea water has been noted and we are willing to do it immedi
34、ately.According to the survey report and the statement of the carriers agent the loss was caused by heavy weather2 in transit,which lies exactly within the responsibilities of WPA against which we have insured the shirts.Therefore we have adequate grounds for the compensation demand.We are going to
35、register a claim with the Guangzhou Branch of the PICC by tomorrow,June 18,2007.We shall keep you informed should any progress of the claim be made.Yours faithfully,Reply to the Letter of Sample 1Sample 2 LOGOPart FourDear Sirs,The shipment of our order No.231 for the whole set of equipment for reco
36、rding used for a professional recording studio1 has been duly received.Thanks for your prompt delivery.Everything seemed perfect and amicable before the case No.23 was unpacked.This case contained a sound mixer2,the essential part of the whole system.Much to our regret,due to the negligent packing3,
37、the mixer was damaged to such an extent that it is totally unusable.We hereby enclose the photos of its present appearance together with a survey report of a qualified surveyor.Regarding the importance of the sound mixer in making the whole system workable,we must request your immediate replacement
38、of it.Awaiting your favorable reply as soon as possible at your earliest convenience.Yours faithfully,Sample 3 Importer Requesting Replacement of Damaged GLOGOPart FourDear Sirs,We acknowledge with thanks the receipt of your letter asking for the replacement of the damaged sound mixer.After going in
39、to the matter quickly it was determined that the error was from the distracted mind1 of a certain staff packing the goods.We regret the operation negligence and have already dispatched a new mixer to you this morning with the hope that the installation of the recording system in your studio will not
40、 be delayed too much.We apologize again for the inconvenience incurred and would like to assure you that the recurrence2 of similar mistakes will be avoided in the handling of your future orders.Yours faithfullySample 4Reply to the Letter of Sample LOGOPart Five1.Put the following English into Chine
41、se.(1)Beginning Training索赔(1)lodge a claim(2)decline/reject a claim 拒绝赔偿(3)survey report 检验报告(4)on the strength of 因为/凭借 LOGOPart Five1.Put the following English into Chinese.(2)(5)a qualified surveyor(6)file a claim against the insurer(7)request the exporter to dispatch the replacement of the goods
42、(8)the discrepancy between the goods shipped and the sample(9)inspection charges 有资质的检验员 向保险公司索赔 要求出口方发运替换货物 运来的货物与样品不符 检验费LOGOPart Five1.Put the following English into Chinese.(3)(10)settle/adjust a claim(11)We regret to inform you that there is an obvious discrepancy between the goods shipped and
43、the sample.(12)We would like to lodge a claim against the seller for short delivery of the consignment.理赔 我们遗憾地通知贵方，运来的货物明显与样品不符。由于这批货短量，我们要对卖方提出索赔。(13)Looking forward to your early settlement of the claim.盼望你们能早日理赔。LOGOPart Five1.Put the following English into Chinese.(4)(14)This is to acknowledge
44、the receipt of your letter demanding our compe-nsation for the spoiled clothes shipped to you due to improper packing.(15)We apologize for any inconvenience incurred and have decided to entertain your claim as per your proposal.(16)The responsibility for the claim should be burdened by either the ca
45、rrier or the insurer,instead of us.兹收到贵方来函，函中要求我方对由于我们不当包装而在运输途中被弄脏了的服装进行赔偿。我方对因此事引起的不便道歉，并决定按你们的提议进行理赔。此次索赔的对象应是承运人或保险人，而不是我方。LOGOPart Five1.Put the following English into Chinese.(5)(17)The clean on board B/L has indicated the perfect condition of the goods when they were transferred from us to th
46、e carrier and we therefore find no reason to accept your claim.(18)Upon examining the goods,we discovered to our surprise that they were altogether inferior in quality to the samples on which basis we placed the order.这份已装船清洁提单说明了当我方把货物交给承运人时货物是完好无损的，因此我方没有理由接受贵方的索赔要求。经过检验，我们惊奇地发现所有货物的质量比订货的样品要差。LOG
47、OPart Five1.Put the following English into Chinese.(6)(19)The goods are of good quality and in attractive designs,though they are not the very ones you ordered,and we think you will have little difficulty in disposing of them at our price.(20)There is a discrepancy between the packing list of case N
48、o.53 and your invoice,3 dozen Tea Sets are correctly entered on the invoice but there were only 2 dozen in the case.尽管这批货物与贵方所订的货物不完全一致，但它们质量很好，设计也吸引人，我们觉得贵方把它们处理掉并不难。53号箱的装箱单与贵方发票有差异：发票上清楚地显示了3打茶具而箱子里只有2打。LOGOPart Five2.Read the following letters and fill in the blanks with one of the prepositions
49、given.to;upon;of;without;in;for;by;plus;on;upLetter 1Dear Sirs,Thanks for your prompt execution(1)our order No.432.We regret having to inform you that (2)checking,we found that the shipment was 200kg short delivered which can be evidenced(3)the survey report enclosed.As the sales season is coming ve
50、ry soon,please send us the short-shipped goods without delay.At the same time please accept our claim(4)you for our loss amounting(5)US$2 000 plus the inspection fee.Thank you in advance for your cooperation.Yours faithfully,to_against_upon/on_by_of_LOGOPart FiveLetter 2Dear Sirs,We are(1)receipt of