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1、Unit FifteenvComplaints,Claims andAdjustmentsv抱怨、索赔与理赔2023/3/291外贸英语函电 Brief Introduction（业务简介）（业务简介）v在履行合同的过程中，不管我们的工作如何周密细致，抱怨和索赔有时会发生。买方主要有两种抱怨与索赔。v我们必须按照有理、有利、有节的原则来处理抱怨与索赔，友好地解决他们，直到有关双方都满意。2023/3/292外贸英语函电v通常，抱怨与索赔的信函应遵照下述大纲书写：v1)The opening states the problem to complain by regretting,and the
2、n mentions the date of the order,the date of delivery and the goods complained about.（信的开头以遗憾的口气陈述抱怨的问题，并且提及订货日期、交货日期和所抱怨的货物。）2023/3/293外贸英语函电v2)The body gives,if any,additional information why it is necessary to write,why and how you are inconvenienced,etc.,in order to state your reasons for being
3、dissatisfied and ask for an explanation.（正文要给予补充资料（如果有的话），说明为什么要写这封信，为何和怎样使你感到不方便。为的是讲述你的理由，并且要求作出解释。）2023/3/294外贸英语函电v对抱怨与索赔信函的答复应当总是彬彬有礼的，尽管这种抱怨是无理的，卖方不应当那么说，直到卖方有可靠的理由来拒绝索赔。v处理抱怨时，下列规则卖方应当遵循：v1)The first thing that has to be decided is whether the complaint is justified.If it is so,the sellers ha
4、ve to admit it readily,express his(or her)regret and agree to the buyers request.（要决定的第一件事就是买方的抱怨是否是正当的。若是正当的，卖方就要乐意地答应，表达他（她）的遗憾，同意买方的要求。）2023/3/296外贸英语函电v2)If the complaint or claim is not justified,point this out politely and in agreeable manner.It would be a wrong policy to reject the customers
5、request.（如果抱怨和索赔不正当，也应以令愉快的态度彬彬有礼地指出拒绝顾客的要求是错误的。）v3)If the seller cannot deal with a complaint promptly,acknowledge it at once;explain that the matter is being investigated and a full reply will be sent later.如果卖方不能立即处理买方的抱怨，立即告知对方，他的抱怨信已收到，解释说事情正在调查之中，全面答复随后寄到。2023/3/297外贸英语函电 Specimen Letters（信函样例
6、）（信函样例）vLetter 1.Complaint about Delay in Shipment(抱怨装运延迟)v见P180-181vLetter 2.Complaint about the Goods Not Corresponding with the Original Samples(抱怨货物与样品不一致)v见P1812023/3/298外贸英语函电vLetter 5.Complaint Accepted(申诉被接受)v见P182-183vLetter 6.Adjustment Made by the Seller(卖方进行理赔)v见P183vLetter 7.Claim Rejected(拒绝索赔)v见P183-1842023/3/2910外贸英语函电