1、1提出索赔索赔 ClaimsClaims occur frequently in international trade.国际贸易中经常发生索赔现 2011 年 10 月 15 日象。We are now lodging a claim with you. 我们现在向贵方提出索赔。This consignment is not up to the standard stipulated in the contract. We are now lodging a claim with you.这批货的质量低于合同规定的标准，现向你方提出索赔。We are very sorry to inform
2、 you that your last shipment is not up to your usual standard.贵方运到的最后一船产品不符合原来标准，特此奉告。索赔原因We regret very much that you shipped bulk goods not corresponding in quality with the sample. 你们运来的这批货与样品的质量不相符，我们深感遗憾。One of the cases was badly smashed and the contents were seriously damaged. 其中的一个箱子散架了，里面的东
3、西严重损坏。There is a difference of 35 tons between the actual landed weight and the invoiced weight of this consignment. 这批货的实际重量和发票上的重量相差 35 吨。索赔原因These errors on your part cause us to disappoint our important customers. 你方的这些差错导致我方使一些重要的客户失望。On examination we found that the goods do not agree with the
4、 original sample. 经过检查，我们发现货物与原样品不一致。We find that the quality of your shipment is not in conformity with the agreed specification. 我们发现你方来货的质量与所协定的规格不完全一致。Upon examination, we found you have sent us the wrong goods. 通过检查，我们发现你方发错了货。提出解决方法Claims for incorrect material must be made within 60 days afte
5、r arrival of the goods.有关不合格材料的索赔问题必须在货到后 60 天内予以解决。Im afraid you should compensate us by 5% of the total amount of the contract.贵公司要赔偿我方合同全部金额的百分之五。结尾2It is natural that you should be responsible for all the losses resulting from the delay shipment. 当然，你方应对延误装运造成的一切损失负责。We shall appreciate your pro
6、mpt attention to the adjustment of this claim. 就.，敬请迅速处理答复索赔拒绝索赔Weve given your claim our careful consideration.我们已经就你们提出的索赔做了仔细研究。We are not in a position to entertain your claim.我们不能接受你们提出的索赔要求。But we regret our inability to accommodate your claim.很抱歉我们不能接受你方索赔。拒绝的原因However, the B/L shows that whe
7、n the shipping company received the goods, they were in apparent good condition. The liability is certainly not on our side. 但货运提单显示船公司收到货时，货物外表良好。因此，该损害我方并无责任。Since this claim was filed two months after their arrival at your port, we regret that it cannot be accepted. 你方于该货抵达你港二个月以后，才提出上项索赔，故我方歉难受理
8、。答应索赔We regret for the loss you have suffered and agree to compensate you by $500.我们对你方遭受的损失深表歉意，同意向你们赔偿 500 美元。I propose we compensate you by 3% of the total value plus inspection fee.我建议我们赔偿贵方百分之三的损失，另外加上商检费。 We would like to submit this claim to arbitration. 本公司要将索赔一事提出仲裁。索赔类型There are some diffe
9、rent types of claims.索赔有几种不同的类型。This is a claim on quality.这是质量索赔。This is a claim on shortweight.这是短重索赔。This is a claim on delayed shipment.这是延期装运索赔。3Claim on shortweight is caused by packing damage or shortloading.短重索赔是由包装破损或装运短重引起的。Claim on delayed shipment is that sellers fail to make the deliver
10、y according to time schedule.延期索赔是对卖方没有按时装运货物而提出的索赔。Claim on quality originates from inferior quality of goods or quality changes.品质（质量）索赔是在货物质量低劣或是质量改变的条件下发生的。Words and Phrases claim 索赔；赔偿；赔偿金 compensate 赔偿，补偿 to make a (ones) claim 提出索赔 to register a (ones) claim 提出索赔 to file a (ones) claim 提出索赔 t
11、o lodge a (ones) claim 提出索赔 to raise a (ones) claim 提出索赔 to put in a (ones) claim 提出索赔 to bring up a (ones) claim 提出索赔 to make a claim with (against) sb. 向某方提出索赔 to make a claim for (on)sth. 就某事提出索赔 Words and Phrases to settle a claim 解决索赔（问题） to withdraw a claim 撤消（某项）索赔 to waive a claim 放弃索赔（要求） c
12、laim on the goods 对某（批）货索赔 claim for trade dispute 贸易纠纷（引起的）索赔 claim for indemnity 要求索赔 claim for compensation 要求补偿 in settlement of 解决 Sales Confirmation 销售确认书 to make an investigation 调查研究 inability 无能力Words and Phrases claim for short weight 由于短重而索赔 claim for damage 由于损坏而索 claim for loss and dama
13、ge of cargo 货物损失索赔 claim for inferior quality 由于质量低劣而索赔 Additional Words and Phrases claim against carrier 向承运人索赔 claimee 被索赔人 claimant 索赔人 claimsman 损失赔偿结算人 claims assessor 估损人 claims settling agent 理赔代理人 claims surveying agent 理赔检验代理人4 claiming administration 索赔局 claims department (commission boar
14、d) 索赔委员会 claim letter 索赔书claims documents 索赔证件 claim report 索赔报告 claims statement 索赔清单 claims settlement 理赔 claims settling fee 理赔代理费 claim indemnity 索赔 claims rejected 拒赔 insurance claim 保险索赔 Complaints & Claims （抱怨和索赔信函）抱怨、索赔信函的目的是为了获取更好的服务，对已出现的问题求得尽快的、妥善的解决。它通常是买方由于对收到的货物不满而书写，如：货物未按时到达；货物虽抵达，但与
15、订单所载不同；货物有损毁现象；货物数量短缺或多余；货物质量与样品不符；服务不合理以及收费过高等，这些均是抱怨、索赔的正当理由。书写抱怨、索赔信函时，不妨开门见山出原先双方同意的条件，然后列举事实以表示有何不满，以及为什么不满，最后提出解决的方法。内容应明确、清楚 、有理，语气要简洁、坚决。避免使用愤怒和使对方过于难堪的措辞（除非你所抱怨的问题反复发生，且多次投诉而毫无结果） For Damage of Goods （由于货物损坏而抱怨）Dear Sirs,Our order No.JT-8The glassware you supplied to our order of 3rd July w
16、as delivered by the shipping company this morning .The 160 cartons containing the goods appeared to be in perfect condition .But when I unpacked them with great care , I regret to report that 10 cartons of glassware badly cracked .We trust you can understand that we expect the compensation for our d
17、am aged goods . Yours faithfully,亲爱的先生们： 订单 JT8 号我方于 7 月 3 日从贵处订购的玻璃器皿已于今早货运公司送到。装有货物的 160 个纸箱完好无损。但当我们小心打开检查时，发现有 10 箱玻璃器皿严重破损。相信贵处能理解我方要求对损坏货物进行赔偿For Inferior Quality (由于质量低劣而抱怨 )Dear Sirs,With reference to our Order No. 315, we are compelled to express our strong complaints for the inferior quali
18、ty . Compared to the sample No . 169, the arrived self-adhesive correction tape is very transparent and does not satisfactorily cover the error being corrected .We shall be glad to have your explanation of this inferiority in the quality , and also to know what you purpose to do in this matter . Sin
19、cerely yours .亲爱的先生们： 关于我方第 315 号订单，由于到货质量低劣，我主被迫表达强烈的不满。同 169 号样品经较，此次运到的修改带稀薄，无法满意覆盖被改正的错误。5我方希望贵方对这一情况加以解释，并告知贵方对此事的处理方法。Settlements (理赔信函)对于抱怨、索赔信函，最得要的是给予及时、迅速和明确的答复。若问题出现确属自己的责任，应立即设法纠正或谋求解决的方法，保持同客户友好的合作关系；若一时没有定论，也应先回复来信，告知对方正在调查，设法弥补；万一遇到不合理的要求应心平气和、态度礼貌指明，以求给对方留下良好印象，促使问题尽快解决。此类信件大致可以分成以下两
20、类：1）Accept the Customers Request and Apologize (接受顾客要求并致歉)在商业往业中，无论怎样的小心为客户服务，总不免出现失误。然而，失误本身并不可耻，重要的是勇于承认并诚心致谦。书写此类解决投诉信件时应注意： 首先道谦，并说明正在采取或准备采取的纠正失误的措施； 若有可能，说明产生失误的原因； 不要保证以后再不失误，出错是难免的，仅仅说明将尽可能减少失误率。 主动、乐观、礼貌地结束信件。希望失误能被原谅，并恢复正常贸易关系。Dear Mr. Osler, I was distressed to receive your March 10 lette
21、r about the curtness of our sales representative .I looked into the matter and found out that the representative in question was in the process of leaving our company to enter a new field .You happened to telephone him on his final day . I can only immagine he felt little sense of responsibility and
22、 allowed himself to argue with you . I apologize for his behavior .There is no corrective action I take , since he no longer works here . However ,we have intensified the training and supervision of our sales staff. Im sure you will find them courteous ,knowledgeable , and helpful in future .I hope
23、this matter will not affect your good opinion about us . Yours faithfully ,亲爱的奥勒先生： 从您三月十日来函获知我公司销售代表敷衍草率，我深感苦恼。本公司到新行业工作。碰巧您打电话是他最后天上班。我只能想象，他当时任责心不强，竟然同您发生争吵。 对他的行为我深表抱歉。我无法采取行动加以纠正，因为他已不再这里任职。然而，我们已加强对销售人员的教育和监督。我相信今后您会发现他们都是有礼貌、精明和有助的。我希望此事会影响您对本公司的良好印象。2) Make Adjustments or Reject the Customer
24、s Request (调整或拒绝客户的要求)顾客并非总是正确的。有时，他们会发出含糊的订单，要求获得不应得的折扣，或退回无法再行出售的订货等。解决此类抱怨或索赔，应注意以下几点： 信中应强调造成误解的原因。 巧妙地表达你可接受和不可接受的要求，应委婉、非常强硬地拒绝对主就合理的要求； 劝说客户接受你的建议或折衷方案，努力保持彼此间的合作和支谊。Make Adjustments (提出折衷方法)Dear Mr. Kennan, We very much regret to leam from your letter of 2nd May that you are not satisfied wi
25、th the quality of rice delivered . We are arranging for our Mr .Wang to call on you next week to compare the rice delivered with 6the samples we sent you previously .If it is found that the quality of our shipment is inferior to the samples , we are willing to take all responsibility . Sincerely you
26、rs ,亲爱的凯南先生：从贵方五月二日来函得知，贵方对收到的大米质量不满意，我方深感遗憾。我方正安排王先生下周拜访贵方，对原先样品和所运大米进行质量比较。如发现确是我方所发的大米质量低劣，我们愿承担一切。Dear Miss Stanley , I am very sorry you did not receive the eight 6hp motors you wanted , and I guess both of us share the mistake . Your order (photocopy enclosed )lists the 7.5-hp motor along with
27、 its stock number ,yet the price indicated is for 6-hp motor .Since youve regularly ordered the 7.5, we assumed that this one was what you really wanted ,and we went ahead and shipped it .We should have checked with you ,and Im sorry we didnt . We will ,of course , ship the eight 6-hp motors immedia
28、tely .Do you think you might sell the 7.5s? If so , you may wish to keep them a while , and if they dont move , you can return to us .In any event , well pay all shipping charges . Im delighted youre having such a good season with Seal line . Well be ready for your next orders . I promise no mixups.
29、 Sincerely yours,亲爱的斯坦利小姐：很抱歉您未收到的 8 台海豹牌 6 马力发动机，我想你我双方都应承担部分任责。随函附上订单的复印件，计单上所列的是 7.5 马力发动机和它的订购数量，然而注明的价格却是 6 马力发动机的价格。由于您一直定期订购 7.5 马力，故我们认为这次您同样需要 7.5 马力发动机。我们在发货前应与您核实订单，很抱歉我们未这样做。当然，我们将立即发运 8 台 6 马力发动给您。您可否将 7.5 马力发动机售出？如可以，您可将上次订货保留一段时间，如无法出售，您可退货。无论如何，我们将承担运输费用。我很高兴，在贵地海豹产品销售很好。我们期望您的下次订单。我保证不会再混淆了。
