函电第十三章讲义.ppt

LOGO “ Add your company slogan ” Unit 13 Complaints, Claims and adjustments 抱怨、索赔和调停 Introduction 索理赔函电，产生于对外贸易的业务活动之中,如某一方没有履行合同。但常常是即使双方很小心的，仍然会有申诉和索赔情况出现。解决争议，达成索理赔协议，须经双方平等协商，从而理顺贸易关系，解决业务纠纷，建立国际贸易新秩序，创造良好的国际贸易环境，促进世界范围的经贸事业繁荣发展。对于索理赔函电的拟写，索赔方要实事求是，据理力争；理赔方要澄清事实，分辨是非。这样就有利于纠纷的妥善解决。反之，双方措辞激烈，剑拔弩张，咄咄逼人，或非分奢望，或赖帐狡辩，都不仅无助纠纷的解决，最终很可能会适得其反。 提出抱怨或索赔的信函通常包括： 开头：1）说明写信的原因—申诉或索赔的事件； 正文：2) 具体介绍发生的事情，如有证据可提 供； 3) 提出自己的要求，如要求退货，赔钱等； 结尾：4) 期望；希望满足自己的要求，表达合作的 希望等。 调停信函写作要点： 接受申诉或理赔的回信： 开头：1）收到来信并表示很遗憾； 正文：2）对对方信中提及的事情加以解释，调查， 并针对对方的要求给答复 ； 结尾：3）表示道歉和进一步合作的希望。 不能接受申诉或索赔的回信： 开头：1）收到来信，表示遗憾； 正文：2）对事件进行调查，加以解释，说明原因 和提出证据说明不能负责； 结尾：3）期望：以后合作的机会，或再次表示遗 憾。 每封信件的具体内容会有变化，需要根据实际情况 加以调整。 Sample letter 1 抱怨包装不当 Dear Mr. XX, We have duly received the shipment of our 1200 tins of Longjin Green Tea ordered at CNY 38/tin FOB New York but regret to find them in unsatisfactory condition. We can do nothing but lodge a claim against you. After carefully examining, it was found that nearly 50 tins are completely wet, obviously attributed to improper packing. We stressed in Sample letter 1 our last letter the importance of packaging strictly according to your Export Standard, but we found some of them are not packed in water-proof materials before put in the tin with a result that the materials become inferior in quality. We expect compensation from you for this and should like to take this opportunity to suggest that special care be taken in your future deliveries. Yours faithfully, Sample letter 2 抱怨延迟交货 Dear sirs, We regret to complain about the late delivery of canned mushroom ordered on July 8. Although you guarantee a delivery in the middle of September, we haven’t received the goods until this week. We placed the order on the basis of your assurance. Unfortunately, late delivery has occurred several times recently, and we have no choice but to make it clear that b