《跨境電商B2B商務英語函電》B2BCorrespondenceWritingforCross-borderE-commerce

項目六跨境電商索賠與理賠

項目六:跨境電商索賠與理賠任務1：撰寫索賠與理賠信函BasicKnowledgeSummarizing一LearningtheTypicalcases二Imitatingwriting三Professionalskillexercises五任務1：撰寫索賠與理賠信函TranslationExercises四任務導入任務1:撰寫索賠與理賠信函李華早上來到公司，經理告訴她公司前段時間出口的一批服裝因為包裝不良造成貨損，遭到客戶索賠。經公司研究決定給客戶換貨，經理讓李華給客戶寫一封理賠函。那么，理賠函應該怎樣寫呢？

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在此地的代理人提出索賠。3.TypicalSentences3)Weregrettoinformyouthatwearenotsatisfiedwiththequalityofthegoodswhichisinferiortothatpromisedbyyou.很抱歉，我們對貨物的質量并不滿意，貨物的質量較你方承諾的低劣。4)Weshalllodgeaclaimagainsttheinsurancecompanyforthegoodsdamagedduringtransit.對于貨物在運輸途中的損失，我們將向保險公司提出索賠。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，你方應負完全責任。3.TypicalSentences7）Inordertosettletheclaim,wewillimmediatelysendarepresentativetoinvestigatethismatter.Ifourpartywasatfault,thecompensationwillbemadeatonce.

為了處理索賠問題，我方會即刻派代表調查此事。一旦發(fā)現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驗豐富的技術人員包裝，離埠時完好無缺，隨附提單可以證明。我方確信你方所抱怨的損失系運送途中粗魯搬運所致。3.TypicalSentences9)Wesuggestyouhadbetterenteraclaimimmediatelyagainsttheshippingcompany.建議你方立即向船運公司提出索賠較為有利。3.TypicalSentences二、LearningtheTypicalcases任務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，李華接著認真研究分析了以前客戶的索賠函及公司對索賠函的回函。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.價格低的照相機的質量并不總是比昂貴相機質量差。Theyneversellinferiorgoods.他們從不銷售次貨。2)farbelow：遠遠低于，比……差得多Note2：Yourexecutionofourorderisfarbelowourexpectations.你對我方訂單的執(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，我們仍吃力地向前走。Thecarbumpedontheunevensurfaceofthegravelroad.汽車在高低不平的礫石路面上顛簸著。Playerscomplainedabouttheunevenbounceofthetenniscourt.運動員抱怨說網球場的反彈力不均勻。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，它們在本地市場完全無法銷售。6)carryout(theorder)執(zhí)行訂單，履行訂單Note:6：7)uptoexpectation:達到預期。

expectation：期望，期待（名詞）Note7：Shehadhighexpectationsofwhatuniversityhadtooffer.她對大學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.他父母對他的前途深寄厚望。8)respect：

n.方面，關系，尊敬Note:8respect作“方面,點;細節(jié)”解時,一般用于短語inevery/many/some/no/onerespect(s)中。Myargumentisdifferentfromyoursinonecrucialrespect.我的論點在一個至關重要的方面跟你的不一樣。9)turnto：

求助于；轉向

Ihadtoturntothedictionaryforhelp.我只得求助于字典了。Note:9Youshouldhaveresortstoyourparents.你應該求助于你的父母。Weshouldturnourthoughtstopracticalmatters.我們應把思想轉向實際問題。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：類似表達有：call/draw/invitesb.’sattentiontosth.Yourpromptattentiontothismatterwillbeappreciated.如蒙對此事予以迅速處理，將不勝感謝。2）gointo：

調查，深入研究Note2：Hespentseveralweeksdiggingintotheproblem.他花了幾個星期調查這一問題。3）inconformitywith：與……一致/相符，根據，按照Note3：類似表達有：incompliancewithYourinstructionsunderwhichthegoodswillbepackedarenotinconformitywiththecontract.你方有關貨物的包裝要求與合同不符。4）fault：

n.缺陷，故障，錯誤analysisonthefrequentfaultofpackingmachine

包裝機常見故障分析Note:4Thereisafaultintheelectricalsystem.電路系統(tǒng)出了故障。Itwasnotourfaultthatwewerelate.這次遲到不是我們的錯。5）asregards有關，至于Asregardswheat,pricesareshootingup.至于小麥，其價格正在飛漲。Note:5Asregardsthisjourney,wecannowdecidenothing.關于這次旅行，我們現在不能做任何決定。6）incur：vt.招致；遭受；惹起Ifyoudon'tdothejobproperly,youwillincurblame.如果你不把工作做好,你將會招人責難。Note:6Aslowdownintheeconomycausedustoincurgreatlosses.經濟的減緩使我們遭受了很大的損失。7）recurrence：n.再現；再發(fā)生；反復Arecurrenceofsuchanoversightcouldimpairouramicablerelations.這樣的疏忽倘若再發(fā)生，可能有損雙方的友好貿易關系。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，內容如下：三、Imitatingwriting寫作時應注意以下要點：（1）告知我方調查的結果。（2）提出理賠的賠付辦法。（3）表達希望繼續(xù)合作的意愿。李華要根據上述索賠函內容及以下寫作要點寫一封理賠信函。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）遠遠低于，比……差得多 ———————————————————————————————（2）調查，深入研究

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

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

———————————————————————————————缺陷，錯誤達到預期TranslatingExercises:Part1:Translatingthefollowingphrases..（7）inconformitywith

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

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

———————————————————————————————有關，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，對此我方深表歉意。我們已調查了此事，認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，我們非常樂意承擔因更換次貨而產生的一切費用。我們發(fā)現每箱重量都少。TranslatingExercises:2.TranslatethefollowingSentencesintoChinese.(5)Onexaminationoftheabove,wefoundthemquiteinferiorinqualitytothosequotedinyourletterofOctober17.

———————————————————————————————

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

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

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

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

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

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

3.Writingaletteraccordingtothedescriptionsbelow五、Professionalskillexercises寫作情境：（1）2023年5月美國紐約哈德森有限公司（HardersonCo.,Lid.）的銷售經理GeoffPullar向浙江華麗針織襪業(yè)有限公司（ZhejiangHualiKnittingSocksCo.,Lid.）訂購了1000打男士毛襪(OrderNo.F2432)。7月20日貨物抵達目的港，但是GicofPullar檢查后發(fā)現箱內裝的是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)有限公司的銷售經理王平，投訴貨物錯發(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和檢驗報告后，即刻進行了調查，核査之后發(fā)現短重確實是由于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輸途中破損。Geoff向孫虹回復電郵，告知核査結果，為己方的過錯道歉，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