11.1 Claim Letter在线视频

第11单元 索赔和调整

第11单元 索赔和调整
Unit 11 Claim and Adjustment

Unit 11 Claim and Adjustment

索赔和调解有时会发生
Claim and adjustment happen from time to time

Claim and adjustment happen from time to time

After signing a contract

签订合同后
After signing a contract

签订合同后

both parties must

双方必须严格履行各自的责任和义务
both parties must

双方必须严格履行各自的责任和义务
strictly perform their respective responsibilities

双方必须严格履行各自的责任和义务
and obligations

商业交易并非总是能顺利进行

商业交易并非总是能顺利进行
Business transactions do not always run smoothly

商业交易并非总是能顺利进行

无论商业组织多么谨慎或高效

无论商业组织多么谨慎或高效
Regardless of how careful

无论商业组织多么谨慎或高效
or efficient business organizations are

or efficient business organizations are

things go wrong occasionally

都会偶尔出错
things go wrong occasionally

都会偶尔出错

如果其中一方违反合同
If one of the parties breaches the contract

如果其中一方违反合同

则另一方可能会遇到麻烦或蒙受巨大损失

则另一方可能会遇到麻烦或蒙受巨大损失
the other one may run into trouble

则另一方可能会遇到麻烦或蒙受巨大损失
or suffer great losses

则另一方可能会遇到麻烦或蒙受巨大损失

在这种情况下

在这种情况下
In this case

受影响方有权要求违约者根据合同的有关规定赔偿其损失
the affected party

受影响方有权要求违约者根据合同的有关规定赔偿其损失
is entitled to request the defaulter

受影响方有权要求违约者根据合同的有关规定赔偿其损失
to compensate his losses

受影响方有权要求违约者根据合同的有关规定赔偿其损失
according to the relevant provisions under the contract

受影响方要求赔偿的这种请求称为“索赔”
Such request that the affected party makes

受影响方要求赔偿的这种请求称为“索赔”
for compensation is called claim

负责赔偿损失和损害的一方采取措施处理索赔
And the party responsible

负责赔偿损失和损害的一方采取措施处理索赔
for the losses or damages

负责赔偿损失和损害的一方采取措施处理索赔
takes measures to deal with the claim is called

称为“索赔的调解”
takes measures to deal with the claim is called

称为“索赔的调解”
adjustment of claim

称为“索赔的调解”

但是

但是
However

但是

the affected party

考虑到业务中的良好关系或所蒙受的损失很小
the affected party

考虑到业务中的良好关系或所蒙受的损失很小
in consideration of the good relation in the business

考虑到业务中的良好关系或所蒙受的损失很小
or the loss incurred being a minor one

考虑到业务中的良好关系或所蒙受的损失很小

受影响的一方有时不向供应商提出索赔

受影响的一方有时不向供应商提出索赔
sometimes does not lodge a claim against the suppliers

受影响的一方有时不向供应商提出索赔

而是要求违约方确保不会再次发生这种情况
but rather requests him to make sure that

而是要求违约方确保不会再次发生这种情况
such things will not happen again

such things will not happen again

这被称为“投诉”而不是索赔
This is known as a "complaint" rather than a claim

这被称为“投诉”而不是索赔

索赔可能始于问题
A claim may begin with a problem

可以进行调解而不是投诉
proceed to a request

可以进行调解而不是投诉
for an adjustment instead of a complaint

并以商务礼节告终
and close with business courtesy

并以商务礼节告终

公司要正确处理投诉或索赔

公司要正确处理投诉或索赔
For organizations to handle complaints

公司要正确处理投诉或索赔
or claims properly they need to be able to deal with facts

就必须能够处理事实和书面记录
or claims properly they need to be able to deal with facts

就必须能够处理事实和书面记录
and written records

就必须能够处理事实和书面记录

书面细节对于处理投诉至关重要

书面细节对于处理投诉至关重要
Written details are essential to their complaints processing

书面细节对于处理投诉至关重要

That is why a letter is a far more reliable way

这就是为什么函电是一种比电话交流可靠得多的沟通方式
That is why a letter is a far more reliable way

这就是为什么函电是一种比电话交流可靠得多的沟通方式
of communication than a verbal phone exchange

这就是为什么函电是一种比电话交流可靠得多的沟通方式

学习目标

学习目标
Learning Objectives

这是本单元的学习目标

这是本单元的学习目标
Here are the learning objectives in this unit

了解提出索赔和调解的方法
Learn the way to make claim and adjustment

了解提出索赔和调解的方法

Master the principles of writing letters in this unit

掌握本单元写信的原则
Master the principles of writing letters in this unit

案例学习

案例学习
Case Study

案例学习

索赔信

索赔信
Claim letter

索赔信

索赔信通常被用于提醒另一方避免类似情况再次发生

索赔信通常被用于提醒另一方避免类似情况再次发生
A claim letter is often written to remind the other party

索赔信通常被用于提醒另一方避免类似情况再次发生
to avoid similar situations happening again

to avoid similar situations happening again

A misunderstanding of the orders or delivery

对订单或交货的误解或地址错误可能会导致索赔
A misunderstanding of the orders or delivery

对订单或交货的误解或地址错误可能会导致索赔
or errors in the address

对订单或交货的误解或地址错误可能会导致索赔
may lead to claims

may lead to claims

这是索赔信产生的原因

这是索赔信产生的原因
This is where the claim letter comes in.

这是索赔信产生的原因

索赔的涉及点
Concern of Claims

信件中的索赔通常涉及什么

信件中的索赔通常涉及什么
What do the claims usually concern about in the letters

关于产品

关于产品
About Products

关于产品

填写不正确
Not filled correctly

填写不正确

未达到预期的质量或标准
Not in the quality

未达到预期的质量或标准
or standard expected

损坏或商品缺少
Damaged or parts of goods are missing

交货错误

交货错误
Wrong delivered goods

交货错误

关于支付

关于支付
About Payment

关于支付

帐单中的错误

帐单中的错误
An error in the accounts statement

An error in the accounts statement

价格

价格
Confusion on the price

价格

discount or terms of payment

折扣或付款方式混乱
discount or terms of payment

折扣或付款方式混乱

关于服务

关于服务
Related with Service

关于服务

Delay in delivery.

交货延迟
Delay in delivery.

Delay in delivery.

No reply for inquiry.

询价无回复
No reply for inquiry.

No person in-charge when problem arises

出现问题时无人负责
No person in-charge when problem arises

出现问题时无人负责

写作前的建议

写作前的建议
Suggestions before Writing

在提出索赔时

在提出索赔时
In making claims

In making claims

我们需要遵循一些建议

我们需要遵循一些建议
there are certain suggestions we need to follow

there are certain suggestions we need to follow

一旦发现问题

一旦发现问题
As soon as you recognize the problem

一旦发现问题

it is better to make your complaint as early as possible

最好尽早提出投诉
it is better to make your complaint as early as possible

写信的目的是为了解决问题

写信的目的是为了解决问题
The purpose of writing

写信的目的是为了解决问题

写信的目的是为了解决问题
the letter is to solve the problem

而不是惹恼读者

而不是惹恼读者
not to annoy the reader

而不是惹恼读者

不要责怪您的供应商

不要责怪您的供应商
Don’t put the blame to your suppliers

Don’t put the blame to your suppliers

粗鲁可能会导致供应商不愿意提供帮助

粗鲁可能会导致供应商不愿意提供帮助
Rudeness may cause the supplier to be unwilling to help

Rudeness may cause the supplier to be unwilling to help

给供应商留出时间来找出错误发生的环节和原因

给供应商留出时间来找出错误发生的环节和原因
Leave time for suppliers to find out

给供应商留出时间来找出错误发生的环节和原因
where and why the error occurred

Make the assumption that

假设您的供应商希望纠正错误清楚
Make the assumption that

假设您的供应商希望纠正错误清楚
your supplier wants to correct the mistake

礼貌地提出您的要求
Define your claim clearly and politely

礼貌地提出您的要求

询问供应商他们打算对问题采取什么措施
ask your supplier

询问供应商他们打算对问题采取什么措施
what they propose to do about the problem

Framework and Expressions for Claim Letter

索赔函的框架和表达
Framework and Expressions for Claim Letter

索赔函的框架和表达

Specify the Problem

指明问题
Specify the Problem

Specify the Problem

In the opening

在开头，简要介绍这封信的主题
In the opening

在开头，简要介绍这封信的主题
give a short introduction

在开头，简要介绍这封信的主题
about the subject of the letter.

我很遗憾要递交这份索赔信

我很遗憾要递交这份索赔信
I regret to tender this claim letter

但是，您所交付的货物有误
however

但是，您所交付的货物有误
there has been a mistake in the delivered goods

但是，您所交付的货物有误

很遗憾不得不通知您…到达…
We regret having to inform you that…

经检查发现……
It was found that upon examination…

经检查发现……

详细说明问题

详细说明问题
Explain the problem with detailed information

提供有关索赔主题的产品或服务的详细信息

提供有关索赔主题的产品或服务的详细信息
Provide details about the product or service

提供有关索赔主题的产品或服务的详细信息
that is the subject of the claim

提供有关索赔主题的产品或服务的详细信息

包括日期
Include dates

Include dates

位置以及有关某项术语或服务的详细信息

位置以及有关某项术语或服务的详细信息
location and the specifics about the item or service

位置以及有关某项术语或服务的详细信息

我方不得不遗憾地就第123号订单的延迟交货向您投诉

我方不得不遗憾地就第123号订单的延迟交货向您投诉
I am sorry to have to complain to you

我方不得不遗憾地就第123号订单的延迟交货向您投诉

我方不得不遗憾地就第123号订单的延迟交货向您投诉
regarding the delay in the delivery

我方不得不遗憾地就第123号订单的延迟交货向您投诉
of our order No. 123. September 15

2019年9月15日
of our order No. 123. September 15

2019年9月15日

2019年9月15日
2019

2019年9月15日

我已下了500件衬衫的订单

我已下了500件衬衫的订单
I sent an order of five hundred shirts

I sent an order of five hundred shirts

这批货应该在2019年10月20日之前发送给我们

这批货应该在2019年10月20日之前发送给我们
to be delivered to us before October 20

这批货应该在2019年10月20日之前发送给我们
2019

2019

但是直到现在

但是直到现在
But until today

But until today

货物尚未交付

货物尚未交付
the goods have not been delivered

货物尚未交付

We have been a loyal customer of your company

我们一直是贵公司的忠实客户
We have been a loyal customer of your company

但今天我们对贵方运输部门提供的服务并不满意

但今天我们对贵方运输部门提供的服务并不满意
but we have been dissatisfied today about the service

但今天我们对贵方运输部门提供的服务并不满意
rendered by your Shipping Department

指出原因的详细信息

指出原因的详细信息
Indicate details of the cause

这可能是因故障

这可能是因故障
This may be due to malfunctions

This may be due to malfunctions

计费问题
billing issues

billing issues

延迟交付

延迟交付
delayed delivery

delayed delivery

wrong delivery

错误交付导致
wrong delivery

wrong delivery

由于包装不合格

由于包装不合格
We received damaged goods

由于包装不合格

我们收到了损坏的货物

我们收到了损坏的货物
because of unsatisfactory packing

我们收到了损坏的货物

The goods were unloaded yesterday

昨天货物已卸下
The goods were unloaded yesterday

昨天货物已卸下

On examination

经检查
On examination

On examination

the cartons were found to be in a damaged condition

我方发现纸箱有损
the cartons were found to be in a damaged condition

On July 5th

7月5日
On July 5th

On July 5th

我们向您订购了2000公吨大米
we place an order with you for 2000

我们向您订购了2000公吨大米
matric tones of grained rice

我们向您订购了2000公吨大米

货物昨天到达

货物昨天到达
The consignment arrived yesterday

The consignment arrived yesterday

but contained only 1900 tons

但仅载有1900公吨
but contained only 1900 tons

但仅载有1900公吨

我们已于5月10日收到第243号订单的货物
We have duly received the above goods

我们已于5月10日收到第243号订单的货物
under our Order No. 243 on May 10

under our Order No. 243 on May 10

但遗憾的是这些货物的质量比您以前的样品差很多

但遗憾的是这些货物的质量比您以前的样品差很多
But we regret to say that the goods are much inferior

但遗憾的是这些货物的质量比您以前的样品差很多
in quality to your previous samples

但遗憾的是这些货物的质量比您以前的样品差很多

期待解决方案

期待解决方案
Expect a Solution

Expect a Solution

指出您要如何解决该问题

指出您要如何解决该问题
Indicate how you would like to resolve the problem

指出您要如何解决该问题

This may be reimbursement

可能是报销
This may be reimbursement

This may be reimbursement

更换

更换
replacement

更换

维修

维修
repair

我们需要这些货物以完成向客户的交付

我们需要这些货物以完成向客户的交付
We need these goods to complete our deliveries

我们需要这些货物以完成向客户的交付
to our customers

请您立即发送替换产品
could you please send replacements immediately

请您立即发送替换产品

我们一定会为您提供适当而公正的解决方案

我们一定会为您提供适当而公正的解决方案
We will surely give you the proper and just correction

我们一定会为您提供适当而公正的解决方案
in order to correct this mistake

我们一定会为您提供适当而公正的解决方案

以纠正此错误
The wrong delivery of the goods

The wrong delivery of the goods

货物的错误交付给我们带来了不便

货物的错误交付给我们带来了不便
had caused inconvenience to us

had caused inconvenience to us

因为我们有些客户正在等待本周内完成订单的交付

因为我们有些客户正在等待本周内完成订单的交付
as there are customers waiting for their orders

因为我们有些客户正在等待本周内完成订单的交付
to be given within this week

因为我们有些客户正在等待本周内完成订单的交付

这些货物的延迟交付给我们带来了严重的不便

这些货物的延迟交付给我们带来了严重的不便
The delay in the delivery of these goods

这些货物的延迟交付给我们带来了严重的不便
had caused serious inconvenience to us

had caused serious inconvenience to us

我们的许多客户已取消订单

我们的许多客户已取消订单
Many of our customers had already cancelled their orders

Many of our customers had already cancelled their orders

因为他们希望在2019年10月10日之前获得货物

因为他们希望在2019年10月10日之前获得货物
as they are expecting to get the items prior to October 10

因为他们希望在2019年10月10日之前获得货物
2019

因为他们希望在2019年10月10日之前获得货物

请问针对未发货问题您有什么解决方案

请问针对未发货问题您有什么解决方案
May I ask what possible solution you suggest to correct the problem

请问针对未发货问题您有什么解决方案

请问针对未发货问题您有什么解决方案
of the undelivered goods

许多客户已取消订单
as many of our customers have already cancelled their order

感谢您考虑并调查此事
We appreciate your consideration

感谢您考虑并调查此事
and looking onto this matter

Reply to Claims

对索赔的答复
Reply to Claims

对索赔的答复

以下是处理索赔的准则和实用的表达方式：

以下是处理索赔的准则和实用的表达方式：
Here are guidelines and useful expression of handling claims

Here are guidelines and useful expression of handling claims

首先调查

首先调查
Intention to Investigate First

Intention to Investigate First

快速答复他们您已收到他们的索赔

快速答复他们您已收到他们的索赔
Quickly reply to them that you have received their claims

Quickly reply to them that you have received their claims

不应让您的客户等待

不应让您的客户等待
Your customer should not be left waiting

不应让您的客户等待

告诉他们您正在调查此事
inform them that you are looking into it

告诉他们您正在调查此事

只需要更多时间进行调查

只需要更多时间进行调查
and you just need more time to investigate

and you just need more time to investigate

完成澄清和调查后给予对方完整的答复

完成澄清和调查后给予对方完整的答复
Give them a full reply once your clarification

完成澄清和调查后给予对方完整的答复
and investigations were done

完成澄清和调查后给予对方完整的答复

Thank you very much for informing us about this problem

非常感谢您告知我们这个问题
Thank you very much for informing us about this problem

非常感谢您告知我们这个问题

我们已经联系了主管部门现在正在调查中

我们已经联系了主管部门现在正在调查中
We have already contacted the department in-charge of this

我们已经联系了主管部门现在正在调查中

请给我们更多时间稍后我们会再次与您联系

请给我们更多时间稍后我们会再次与您联系
Please give us more time as we are now looking into it

对于延迟
We will contact you again later

We apologize for this delay

我们深表歉意
We apologize for this delay

We apologize for this delay

虽然目前我们无法给您明确的答复
While we cannot give you a concrete reply

虽然目前我们无法给您明确的答复
as of this moment

as of this moment

但我们的运输代表

但我们的运输代表
our shipping and transport representative

目前正在就运输过程中发生的问题
is currently getting in-touch with the carrier company

is currently getting in-touch with the carrier company

与承运公司取得联系
for any issues occurred during the transport

for any issues occurred during the transport

我们将在短期内再次给您答复
We shall reply to you again shortly

We shall reply to you again shortly

Give the Explanation

就问题给予解释
Give the Explanation

Give the Explanation

经过调查和验证后

经过调查和验证后
After your investigation and verification

请提供有关错误发生的详细信息

请提供有关错误发生的详细信息
give details on how the mistake took place

请提供有关错误发生的详细信息

and if it is coming from you

如果错误是由你方引起的
and if it is coming from you

请告知客户你方对错误负责

请告知客户你方对错误负责
inform the customer that

请告知客户你方对错误负责
you are responsible

并准备予以纠正
you are responsible

并准备予以纠正
for the errors and ready to correct it

并准备予以纠正

问题是由于我们的计算错误引起的
The problem arises due to an error in our calculations

问题是由于我们的计算错误引起的

现在此问题已得到纠正

现在此问题已得到纠正
This has now been corrected

This has now been corrected

这种问题以前从未发生过
This kind of issue has not happened before

and it is very unusual

这是非常不寻常的
and it is very unusual

and it is very unusual

但是

但是
However

However

它已经得到处理
it has already been dealt with

它已经得到处理

我们的订单数据库中发生错误

我们的订单数据库中发生错误
There has been an error occur in our database of orders

我们的订单数据库中发生错误

导致您的234号订单与其他客户的订单混在一起

导致您的234号订单与其他客户的订单混在一起
causing your order No. 234

导致您的234号订单与其他客户的订单混在一起

导致您的234号订单与其他客户的订单混在一起
to be mixed up with other customer’s orders

导致您的234号订单与其他客户的订单混在一起

提供解决方案

提供解决方案
Suggestion a Solution

提供解决方案

在承认错误并详细说明问题的来源和原因之后

在承认错误并详细说明问题的来源和原因之后
After admitting your mistake

在承认错误并详细说明问题的来源和原因之后

在承认错误并详细说明问题的来源和原因之后
and informing your customer about the source

在承认错误并详细说明问题的来源和原因之后

在承认错误并详细说明问题的来源和原因之后
and cause of the problem

and cause of the problem

提供解决方案纠正错误

提供解决方案纠正错误
provide a solution to correct the mistake

让你的客户知道你愿意为这个问题做点什么

让你的客户知道你愿意为这个问题做点什么
Letting your customer know that

让你的客户知道你愿意为这个问题做点什么

让你的客户知道你愿意为这个问题做点什么
you are willing to do something about the problem

让你的客户知道你愿意为这个问题做点什么

will reassure them

这会让他们放心
will reassure them

will reassure them

他们的问题不是理所当然的

他们的问题不是理所当然的
that their issue is not taken for granted

that their issue is not taken for granted

and you are considering them as a valuable customer

你是把他们作为一个有价值的客户
and you are considering them as a valuable customer

The problem arises due to an error in our calculations

问题是由于我们的计算错误引起的
The problem arises due to an error in our calculations

The problem arises due to an error in our calculations

现在此问题已得到纠正

现在此问题已得到纠正
This has now been corrected

现在此问题已得到纠正

我们将准备一张新发票并将其再次发送给您
We shall prepare a new invoice

我们将准备一张新发票并将其再次发送给您
and will send them to you again

我们将准备一张新发票并将其再次发送给您

这种问题以前从未发生过

这种问题以前从未发生过
This kind of issue has not happened before

This kind of issue has not happened before

and it is very unusual

非常不寻常
and it is very unusual

and it is very unusual

However

不过
However

不过

此事已经得到处理

此事已经得到处理
it has already been dealt with and we assure you that

此事已经得到处理

我们向您保证我们会继续改善服务

我们向您保证我们会继续改善服务
our service will continue to be improved

我们向您保证我们会继续改善服务

以令客户满意

以令客户满意
to the satisfaction of our customers

以令客户满意

我们的订单数据库中发生错误

我们的订单数据库中发生错误
There has been an error occur

There has been an error occur

导致您的234号订单与其他客户的订单混在一起

导致您的234号订单与其他客户的订单混在一起
in our database of orders causing your order No. 234

导致您的234号订单与其他客户的订单混在一起

导致您的234号订单与其他客户的订单混在一起
to be mixed up with other customer’s order

这个问题已经被解决了

这个问题已经被解决了
This has already been sorted out and we will send the items

This has already been sorted out and we will send the items

我们将按照上述方式将物品发送到您的地址
This has already been sorted out and we will send the items

我们将按照上述方式将物品发送到您的地址
to your address as mentioned