(外贸函电实务）任务十投诉与索赔

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1、任务十 投诉与索赔Complaint and claim,I、学习目标,II、背景知识,投诉与索赔不是国际贸易业务中必然会发生的事件。如果交易双方都能严格按合同规定履行各自的义务，那么投诉与索赔是可以避免的。但是，在实际业务中，由于种种原因，当事人不按规定履行合同的义务或由于失误或疏忽没有能够履行合同的义务也是常常发生的。 这样的情况下，买方或卖方会向对方或其它当事人提出投诉或索赔。,一、常见的索赔情形,（一）买方向卖方索赔 1.卖方不交货 2.延迟交货 3.所交货物与合同规定不相符,（二）卖方向买方索赔 1.买方无理拒收货物 2.不按合同规定派船接货 3.拒绝支付货款,（三）买方或卖方向承运

2、方提出索赔 1.由于装卸发生的货物损失 2.运输途中由于照料不当造成的货物损失 （四）买方或卖方向保险公司提出索赔 1.货物在运输过程中发生的承保险别以内的风险造成的损失,二、索赔证据,索赔时，索赔方应准备好索赔的证据，否则，可能遭到对方的拒赔。 常用的索赔证据包括：合同，买卖双方的往来函电，权威或约定的商检机构出具的商检证明等。,三、索赔期限,在合同中，要明确规定索赔的期限，比如，收到货物后的30天内提出索赔。超出索赔期限，对方可以拒绝索赔要求。,III、写作提示,投诉或索赔信函的业务情景繁多，但信函的写作内容包括的要点通常如下：,（一）投诉或索赔信 1.提及所投诉或索赔的对象，给出合同号或

3、订单号； 2.说明投诉或索赔的原因； 3.说明投诉或索赔的证据，并附上； 4.提出自己的处理方案或赔偿要求； 5.希望对方尽快答复。,（二）回复投诉或索赔信 1.提及对方的投诉或索赔信； 2.表示道歉或遗憾； 3.解释问题出现的原因； 4.同意或拒绝对方的投诉或索赔； 5.提出自己的处理意见； 6.等待对方回复。,IV、示范信函,CASE 1 Weifang Baoda Textiles Co., Ltd. 一、信函的业务背景 孟加拉国缝得好有限公司收到了潍坊宝达纺织品有限公司的发货，但发现其中有两包货物不是所订购的货物。于是，Lisa写信要求对方换货。,二、潍坊宝达纺织品有限公司的业务信函,

4、投诉与索赔（baoda-in1） From: Lisa To: Albert Date: 2015.07.08 Subject: wrong delivery1 under Contract No. XS-2015001 Attachment: photos of the wrong delivered goods Dear Albert, We have just received the goods under Contract No.XS-2015001. But unfortunately2 we found that two bags of the goods delivered a

5、re not the goods we ordered, while the item for which the style No. is XS-FLANNEL-03 is short of3 two bags.,Please send two bags (200 yards) of the goods for which the style No. is XS-FLANNEL-03 to us immediately to replace4 the wrong goods. We are in urgent5 need of the fabrics to work on6 the orde

6、r for our customer. Your early reply will be greatly appreciated7. Regards Lisa Purchase Manager Stitchwell Garments Ltd. 456/1/A Tejgaon Industrial Area Dhaka 1208 Bangladesh Tel -880-2-9882934 Fax- 880-2-8891567 cell +8801927919888,Notes,1.Wrong delivery 错发货 2.Unfortunately 不幸地是 3.short of 短少 e.g.

7、 I am getting short of money because of out of job. 我现在因为没有工作缺钱了。 4.Replace v. 代替 e.g. Nowadays email have replaced letters for daily communication. 当今的日常交流中，电子邮件已经代替了书信。,5.Urgent adj. 紧急的 e.g. The issue is urgent according to the officials at the Department of Commerce. 根据商务部官员的说法，问题十分紧急。 6.Work on

8、 sth. 为工作 e.g. I worked all night on that article. 我整夜为写那篇文章工作。 7.Be appreciated 感谢的，感激的 e.g. I am appreciated for your great help. 我非常感激你的帮助。,投诉与索赔（baoda-out1） From: Albert To: Lisa Date: 2015.07.10 Subject: RE: wrong delivery under Contract No. XS-2015001 Attachment: Dear Lisa, In reply to your le

9、tter on July 08 about the wrong goods delivery, we are very sorry about the inconvenience1 caused by wrong delivery. After careful investigation, we found that the incident was caused by the following fault by one of our staff. The staff responsible for packing put the goods under another order into

10、 the goods you ordered by mistake2.,We will ship the correct goods, that is, 200 yards fabrics for which the style No. is XS-FLANNEL-03 to you by airfreight3 right away. As to the wrong delivered goods, we propose two alternative4 solutions5. One is that we sell the goods to you at low price, that i

11、s, 1 USD per yard, the other is that you return the goods to us and the freight is for our account6. Please advise us when you receive the goods delivered by air. We apologize7 again for the inconvenience caused by the wrong delivery. Yours sincerely Albert Sales Manager Weifang Baoda Textiles Co.,

12、Ltd.,Notes,1.Inconvenience n. 不方便 e.g. I am sorry for the inconvenience caused by water cut. 对于停水造成的不便，我非常抱歉。 2.By mistake 错误地 e.g. He has been arrested by police by mistake. 他已经被警察误抓。 3.by airfreight 通过空运 e.g. This post requires 2 years working experience in airfreight or ocean forwarding industry.

13、 该岗位要求具有两年空运或海运行业的工作经验。,4.alternative adj. Fax: 86-010-65771233 Address: Room 801, International Trade Center, Chaoyang, Beijing, China Email: ,Notes,1.Claim n. Fax: 86-0532-8185677,信函2：卖方对迟交货投诉的回复 业务背景简介：日本的三友智能玩具公司的销售经理呐呐在收到青岛鱼山贸易有限公司的总经理爱丽斯关于迟交货的信函后，回信说明迟交货的原因。,From: T To: A Date: 2015.12.18 Subj

14、ect: RE: Late delivery of Purchase Order No. 15031 Attachment: Refer to your letter on December 17, we are very sorry for the inconvenience caused by late delivery. As you know, this is a very busy season for us and it is also a busy season for shipment. Now we are fully engaged in a lot of orders a

15、nd we have done our utmost to work for your order and will finish the packing of the ordered goods on December 19.,We have to deliver the goods by air and have already booked space on December 20. We will inform you as soon as the goods are shipped. We are sorry again for the late delivery and willi

16、ng to provide you 10 pieces of the smart toys ordered as compensation. Sincerely Okada Nana Sales Manager Sanyu Smart Toy Corporation Address: 1-33-2-204，Minamitokiwadai, Itabashi-ku, TOKYO 174-0072 JAPAN Tel: 81-3-5344-7866; Fax: 81-3-5344-7869,信函3：由于包装破损引起的索赔 业务背景简介：中国的一家草编工艺品生产企业（青岛兴旺手工艺品有限公司）与法国

17、的一家手工艺品贸易公司（优雅贸易有限公司）签订了草编工艺品的购销合同。优雅贸易有限公司在收到货后，发现有部分货物损坏。于是，优雅贸易有限公司的总经理海伦写信给青岛兴旺手工艺品有限公司的销售经理李华说明货物损坏的情况。,From: To: Date: 2015.07.02 Subject: damage of the goods under Sales Contract No. 2015-025 Attachment: Dear Lihua, Regarding the goods under Sales Contract No. hc2015008, we have just received

18、 the 8,000 pieces straw knitting handicrafts which are shipped by HANJIN BUDDHA 0009W. We regretfully found that the paper boxes of 20 pieces of the goods are broken and the goods inside are damaged.,We have to claim USD84.00 against you for the damaged goods, or we will return the goods to you and

19、ask for replacement. Please let us know your decision on this matter as soon as possible. Yours sincerely Helen Keller General Manager Elegance Trading Limited, France Address: No. 1203 Garden Road, Paris, France Tel: 33-1-8185678; Fax: 33-1-8185677,信函4：卖方回复包装破损引起的索赔 业务背景简介：青岛兴旺手工艺品有限公司的销售经理李华在收到了法国

20、优雅贸易有限公司的总经理海伦关于货物损坏并要求索赔的信函后，进行了回复。,From: To: Date: 2015.07.03 Subject: RE: damage of the goods under Sales Contract No. 2015-025 Attachment: Dear Helen, Regarding your letter yesterday about the damage of 20 pieces straw knitting handicrafts, I am sorry for what happened to the goods shipped. We h

21、ave looked into this matter and found that the goods were carefully packed by our staff and were in good condition before shipment. So we are sure that the damage happened during the ocean transit.,In this case, there is no ground for us to be responsible for the damaged goods. Please approach the Shipping Company and find the cause of the incident. If you have any doubt on our explanation, please let me know. Regards Li Hua Sales Manager Qingdao Xingwang Handicrafts Co., Ltd. Address: No. 1251 Xingwang Road Qingdao, Shandong, China Tel: 86-0532-8745618; Fax: 86-0532-8745617,