函電第十三章

1、Introduction 索理賠函電，產(chǎn)生于對外貿(mào)易的業(yè)務(wù)活動之中索理賠函電，產(chǎn)生于對外貿(mào)易的業(yè)務(wù)活動之中, ,如某一方?jīng)]有履如某一方?jīng)]有履行合同。但常常是即使雙方很小心的，仍然會有申訴和索賠情況出現(xiàn)。行合同。但常常是即使雙方很小心的，仍然會有申訴和索賠情況出現(xiàn)。解決爭議，達成索理賠協(xié)議，須經(jīng)雙方平等協(xié)商，從而理順貿(mào)易關(guān)系，解決爭議，達成索理賠協(xié)議，須經(jīng)雙方平等協(xié)商，從而理順貿(mào)易關(guān)系，解決業(yè)務(wù)糾紛，建立國際貿(mào)易新秩序，創(chuàng)造良好的國際貿(mào)易環(huán)境，促解決業(yè)務(wù)糾紛，建立國際貿(mào)易新秩序，創(chuàng)造良好的國際貿(mào)易環(huán)境，促進世界范圍的經(jīng)貿(mào)事業(yè)繁榮發(fā)展。對于索理賠函電的擬寫，索賠方要進世界范圍的經(jīng)貿(mào)事業(yè)繁榮發(fā)展。對

2、于索理賠函電的擬寫，索賠方要實事求是，據(jù)理力爭；理賠方要澄清事實，分辨是非。這樣就有利于實事求是，據(jù)理力爭；理賠方要澄清事實，分辨是非。這樣就有利于糾紛的妥善解決。反之，雙方措辭激烈，劍拔弩張，咄咄逼人，或非糾紛的妥善解決。反之，雙方措辭激烈，劍拔弩張，咄咄逼人，或非分奢望，或賴帳狡辯，都不僅無助糾紛的解決，最終很可能會適得其分奢望，或賴帳狡辯，都不僅無助糾紛的解決，最終很可能會適得其反。反。 提出抱怨或索賠的信函通常包括：提出抱怨或索賠的信函通常包括：開頭：開頭：1 1）說明寫信的原因）說明寫信的原因申訴或索賠的事件；申訴或索賠的事件；正文：正文：2) 2) 具體介紹發(fā)生的事情，如有證據(jù)可提

3、具體介紹發(fā)生的事情，如有證據(jù)可提 供；供； 3) 3) 提出自己的要求，如要求退貨，賠錢等；提出自己的要求，如要求退貨，賠錢等；結(jié)尾：結(jié)尾：4) 4) 期望；希望滿足自己的要求，表達合作的期望；希望滿足自己的要求，表達合作的 希望等。希望等。調(diào)停信函寫作要點：調(diào)停信函寫作要點：接受申訴或理賠的回信：接受申訴或理賠的回信：開頭：開頭：1 1）收到來信并表示很遺憾；）收到來信并表示很遺憾；正文：正文：2 2）對對方信中提及的事情加以解釋，調(diào)查，）對對方信中提及的事情加以解釋，調(diào)查， 并針對對方的要求給答復(fù)并針對對方的要求給答復(fù) ；結(jié)尾：結(jié)尾：3 3）表示道歉和進一步合作的希望。）表示道歉和進一步合

4、作的希望。 不能接受申訴或索賠的回信：不能接受申訴或索賠的回信：開頭：開頭：1 1）收到來信，表示遺憾；）收到來信，表示遺憾；正文：正文：2 2）對事件進行調(diào)查，加以解釋，說明原因）對事件進行調(diào)查，加以解釋，說明原因 和提出證據(jù)說明不能負責(zé)；和提出證據(jù)說明不能負責(zé)；結(jié)尾：結(jié)尾：3 3）期望：以后合作的機會，或再次表示遺）期望：以后合作的機會，或再次表示遺 憾。憾。每封信件的具體內(nèi)容會有變化，需要根據(jù)實際情況每封信件的具體內(nèi)容會有變化，需要根據(jù)實際情況加以調(diào)整。加以調(diào)整。 Sample letter 1 抱怨包裝不當(dāng)抱怨包裝不當(dāng) Dear Mr. XX, We have duly receive

5、d 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 improp

6、er 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 compensati

7、on 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 抱怨延遲交貨抱怨延遲交貨 Dear sirs, We regret to complain about the late delivery of canned mushroom ordered on July 8. Although you guarantee a delive

8、ry in the middle of September, we havent 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 business will be canceled in this case. Sample letter 2 抱

9、怨延遲交貨抱怨延遲交貨 We feel it necessary to clarify that if the supplier can not deliver the goods on time, we are unable to explain to our customers. We hope you can understand our situation and assure us of prompt shipment from now on. Yours faithfully,敬啟者敬啟者: :很遺憾很遺憾, ,我方不得不申訴關(guān)于我方不得不申訴關(guān)于7 7月月8 8日所訂蘑菇罐頭遲交

10、一事日所訂蘑菇罐頭遲交一事 雖然你雖然你方擔(dān)保過在方擔(dān)保過在9 9月中交貨月中交貨, ,但一直到本周我方才收到貨但一直到本周我方才收到貨 我方是在你方這我方是在你方這個個保證的基礎(chǔ)上才向你方訂貨的保證的基礎(chǔ)上才向你方訂貨的 很不幸很不幸, ,在這以前曾有過數(shù)次類似遲交事件在這以前曾有過數(shù)次類似遲交事件 這迫使我方向你方這迫使我方向你方說明說明, ,在這種情況下在這種情況下, ,業(yè)務(wù)就無法繼續(xù)下去了業(yè)務(wù)就無法繼續(xù)下去了 我方感到有必要將我方的想法講清楚我方感到有必要將我方的想法講清楚, ,倘若供應(yīng)商無法按時交貨的話倘若供應(yīng)商無法按時交貨的話, ,我方就無法向用戶交代我方就無法向用戶交代 我方希望

11、你方能理解我方的處境并從現(xiàn)在開始保證按期交貨我方希望你方能理解我方的處境并從現(xiàn)在開始保證按期交貨 謹(jǐn)上謹(jǐn)上 Dear Sirs, RE:CLAIM FOR SHORT WEIGHT 1500 cartons of canned mushroom under the contract No. FA1770854 have been shipped to Antwerp by YONGFENG“ steamer on 10th Sept. When taking the delivery,145 cartons have been found missing. We were told by th

12、e shipping company that only 1355 cartons had been shipped on the steamer. specimen letter 3 短量短量 Because the weight is short in large quantities, please make up a deficiency of 145 cartons of the missing goods when you deliver the last three items. You are kindly requested to check whether these 15

13、00 cartons of mushroom were loaded on ship in whole at the port of shipment. Please reply by cable. Yours truly, specimen letter 3 短量短量specimen letter4 回復(fù)回復(fù) Dear sirs, We are sorry to learn from your letter of the 10th May that 100 pairs of leather shoes supplied under the above order are damaged wh

14、en they reached you. We would certainly replace them and have in fact already done so. Replacements have been sent by parcel this morning. specimen letter4 回復(fù)回復(fù) Despite the care we took in packing shoes sent by post, there have been recently several reports of damage. To avoid further inconvenience

15、to customers and expenses to ourselves, we are now seeking advice of a packaging consultant and hope we will be able to make improvements. We regret the need for you to write to us and hope the steps we are taking will ensure the safe arrival of all your orders in future. Faithfully yours, Dear Sirs

16、: Thank you for your letter of 20 May. We agree with you that our shoes should last longer than one month. If they do not, we like to know the reason why. We have carefully examined the pair you returned to us. Our production manager reports that the shoes have been thoroughly soaked and then dried

17、by heat. Even the best quality shoes will not withstand this treatment. For this reason, we regret that we cannot agree to your request for a replacement pair. Yours faithfully, specimen letter 5 回復(fù)（拒絕賠償）回復(fù)（拒絕賠償）1. Choose the best answer:1) We regret to have to complain _ the bad quality of shipment

18、 of sugar by s. s. “Taishan”.a. at b. about c. on d. in2) The quality is not in conformity _ the agreed specifications.a. to b. in c. with d. on3) We find it imperative to look _ the matter as soon as possiblea. to b. into c. with d. at4) The leakage occurred during transit result _ your faulty pack

19、ing.a. into b. in c. to d. from 5) We shall take delivery _ the goods as soon as they are released.a. of b. at c. from d. on4. Make Yourself Skilledb c b d a 6) When looking into the case we found that the goods did not agree _ the original sample.a. to b. in c. with d. on7) Our end-users are compla

20、ining _ the inferior quality against us.a. to b. about c. with d. on8) We must ask you to look into the matter and arrange _ the dispatch of replacement at once.a. to b. on c. of d. for9) We are clear that we can not make _ for the inconvenience caused by us.a. out b. in c. up d. with10) We have dis

21、patched the goods _ the same quality to many other houses.a. of b. in c. with d. onc b d c a 2. Fill in the blanks the following words or expressions:took delivery of replacement faulty supplied tohave no choice but to are prepared to agree to resulted from1) Since you have delayed the shipment, we

22、_ cancel the contract.2) It is obvious that the damage to the goods _ the rough handling.3) Your cooperation in this instance is very much appreciated and we trust the _ will reach you in due course.4) If your business with us turns out to our satisfaction, we will _ renew the Agency Agreement.have

23、no choice but to resulted from replacement agree to 2. Fill in the blanks the following words or expressions:took delivery of replacement faulty supplied tohave no choice but to are prepared to agree to resulted from5) The _quality of the goods received will no doubt affect the selling price.6) On a

24、rrival of M.V. “Castle” at Port Louis, we _ the consignment.7) We _ repack the goods at the warehouse.8) The carpets _ our Order No. C396 of July 3 have arrived this morning. faulty took delivery of are prepared to supplied to 課后練習(xí)31、檢驗表明，盡管運來的這批小麥包裝完好，但數(shù)量和質(zhì)量都與合同規(guī)定不符，現(xiàn)向你方提出索賠。 Inspection showed that both the quantity and quality of this batch of wheat shipped to us were below the standa