11.2 Adjustment Letter, Case Study在线视频

At the Adjustment Letter

调解信
At the Adjustment Letter

A complaint or claim letter

供应商将以调解信来回复投诉或索赔
A complaint or claim letter

供应商将以调解信来回复投诉或索赔
will be responded

供应商将以调解信来回复投诉或索赔
by the supplier with an adjustment letter

If the supplier made a check

如果供应商进行了核查
If the supplier made a check

而问题出在他们身上
and the fault is with them

then they will send an adjustment letter

那么他们将发送一封调解信以批准索赔
then they will send an adjustment letter

那么他们将发送一封调解信以批准索赔
to grant their claim

to grant their claim

除此之外

除此之外
Aside from that

Aside from that

调解信还应该道歉
an adjustment letter

an adjustment letter

should also give an apology and will try to re-establish

并试图重新建立客户对公司的信任
should also give an apology and will try to re-establish

并试图重新建立客户对公司的信任
the trust of the customer to the company

如果客户提出索赔

如果客户提出索赔
If a customer makes a claim

如果客户提出索赔

通常他会提供原因和赔偿金额
usually he will provide the reason

通常他会提供原因和赔偿金额
and the amount of compensation

Express sincere apologies

表示诚挚的歉意
Express sincere apologies

但请不要鲁莽行事
but don’t act recklessly

but don’t act recklessly

只有经过进一步调查
Only after further investigation can the claim be processed

才能处理索赔
Only after further investigation can the claim be processed

调解信的框架和表达
Framework and Expression of Adjustment

Framework and Expression of Adjustment

同意授予索赔
Agree to grant the claim

同意授予索赔

Regret for the inconvenience caused to the reader

对给读者带来的不便感到遗憾
Regret for the inconvenience caused to the reader

Regret for the inconvenience caused to the reader

We wish to express our deepest regret

我们希望对不幸事件表示最深切的遗憾
We wish to express our deepest regret

我们希望对不幸事件表示最深切的遗憾
cover the unfortunate incident…

cover the unfortunate incident…

我们深表歉意对于…的延迟交付

我们深表歉意对于…的延迟交付
We are extremely sorry for the late delivery of…

我们深表歉意对于…的延迟交付

我们很抱歉给您带来不便…

我们很抱歉给您带来不便…
We regret the inconvenience you have experienced…

我们很抱歉给您带来不便…

说明问题的原因

说明问题的原因
Explain reasons of the problem

and express the wish to grant the claim

并表示希望提出索赔
and express the wish to grant the claim

并表示希望提出索赔

另一项彻底检查显示……

另一项彻底检查显示……
Another thorough check-up reveals that…

另一项彻底检查显示……

错误的零件可以退回……

错误的零件可以退回……
The wrong pieces may be returned…

错误的零件可以退回……

我们准备为您提供合理的赔偿

我们准备为您提供合理的赔偿
We are prepared to make you a reasonable compensation

We are prepared to make you a reasonable compensation

希望再次合作
Wish to cooperate with the reader again

希望再次合作

我们希望这不会影响我们的友好关系

我们希望这不会影响我们的友好关系
We hope this will not affect our friendly relationship

我们希望这不会影响我们的友好关系

我们希望能够在未来的业务中为您提供服务

我们希望能够在未来的业务中为您提供服务
We wish to be able to serve you in future businesses

鉴于我们之间的友谊......

鉴于我们之间的友谊......
In view of the friendship between us…

In view of the friendship between us…

拒绝索赔
Refuse to grant the claim

不便之处敬请原谅

不便之处敬请原谅
1)Show your regret

不便之处敬请原谅
for the inconvenience caused to the reader

for the inconvenience caused to the reader

我们非常遗憾……
We very much regret that…

我们非常遗憾……

我们对这一不幸事件深表遗憾

我们对这一不幸事件深表遗憾
We wish to express our deepest regret

我们对这一不幸事件深表遗憾
over the unfortunate incident…

很抱歉给您带来不便...
We regret the inconvenience you have exerieced…

很抱歉给您带来不便...

Explain reasons of the problem

说明问题原因并明确您的立场
Explain reasons of the problem

说明问题原因并明确您的立场
and make your position clear

and make your position clear

检查后发现...
After a check-up we found that…

检查后发现...

The shipment you complained…

您投诉的运输…
The shipment you complained…

您投诉的运输…

我们认为…
We are of the opinion that…

In order to settle the claim quickly…

为了快速解决索赔…
In order to settle the claim quickly…

说明您不能授予索赔的原因并提出建议
State the reason why you can’t grant the claim

说明您不能授予索赔的原因并提出建议
and make suggestions

and make suggestions

我们很遗憾无法接受您的建议……

我们很遗憾无法接受您的建议……
We regret being unable to accept your suggestion to …

我们很遗憾无法接受您的建议……

由于这是与保险有关的问题
As this is a matter concerning insurance

As this is a matter concerning insurance

we hope you will refer it to…

我们希望您将其转给……
we hope you will refer it to…

Wish to cooperate with the reader again

希望再次合作
Wish to cooperate with the reader again

我们希望这不会影响我们的友好关系

我们希望这不会影响我们的友好关系
We hope this will not affect our friendly relationship

我们希望能够在未来的业务中为您提供服务

我们希望能够在未来的业务中为您提供服务
We wish to be able to serve you in future businesses

Case Study

案例学习
Case Study

Case Study

写信背景

写信背景
Letter Writing Background

写信背景

Smith UK has received both the shampoo machines

史密斯英国公司已收到他们订购的洗发水机
Smith UK has received both the shampoo machines

和包含保险单复印件的信件
Smith UK has received both the shampoo machines

和包含保险单复印件的信件
they ordered and the letter

和包含保险单复印件的信件
containing a copy of the insurance policy

但是
However

但是

在此货件中发现了一些问题

在此货件中发现了一些问题
some problems have been found in this shipment

在此货件中发现了一些问题

The type and specification of two sets

两组加工机的类型和规格与合同中约定的不一致
The type and specification of two sets

两组加工机的类型和规格与合同中约定的不一致
of processing machines

两组加工机的类型和规格与合同中约定的不一致

两组加工机的类型和规格与合同中约定的不一致
are not in accordance with what has been agreed in the contract

So

因此史密斯英国决定提出索赔
So

因此史密斯英国决定提出索赔
Smith UK decides to lodge a claim

因此史密斯英国决定提出索赔

在收到史密斯英国公司索赔信之前

在收到史密斯英国公司索赔信之前
China Oriental has not realized the mistake they made

在收到史密斯英国公司索赔信之前
in the earlier shipment until they receive the claim letter

in the earlier shipment until they receive the claim letter

中国东方公司并没有意识到他们在装运中犯的错误
in the earlier shipment until they receive the claim letter

现在中国东方公司将向史密斯英国公司发出调解信
Now China Oriental

现在中国东方公司将向史密斯英国公司发出调解信
will send an adjustment letter to China Oriental

告知他们将采取哪些措施来弥补他们的错误
informing them about the measures they will take

告知他们将采取哪些措施来弥补他们的错误
to remedy their mistake

史密斯英国的保险函

史密斯英国的保险函
A letter of insurance from Smith UK

史密斯英国的保险函

亲爱的先生们

亲爱的先生们
Dear Sirs

我们已经收到了根据第378号销售确认单订购的洗发水设备的发货单

我们已经收到了根据第378号销售确认单订购的洗发水设备的发货单
We have received the shipment of shampoo machines

我们已经收到了根据第378号销售确认单订购的洗发水设备的发货单
ordered under Sales Confirmation No.378

ordered under Sales Confirmation No.378

并在信中随附保险单复印件
and your letter enclosed with a copy of the insurance policy

并在信中随附保险单复印件

但是

但是
However

但是

we have found that

我们发现此批货物存在一些问题
we have found that

我们发现此批货物存在一些问题
there are some problems in this shipment

there are some problems in this shipment

According to our contract

根据我们的合同
According to our contract

根据我们的合同

加工机的类型应为A13＃

加工机的类型应为A13＃
the type of the processing machine should be A13#

加工机的类型应为A13＃

但我们收到的是两组B13＃
but what we have received

但我们收到的是两组B13＃
are two sets of processing machines of type B13#.

are two sets of processing machines of type B13#.

因此

因此
Therefore

加工机器的规格不能满足我们的需求

加工机器的规格不能满足我们的需求
the specification of the processing machines

加工机器的规格不能满足我们的需求
cannot meet our needs

加工机器的规格不能满足我们的需求

鉴于上述情况

鉴于上述情况
In view of the above

In view of the above

我们很遗憾决定将这两套加工机退回贵公司更换

我们很遗憾决定将这两套加工机退回贵公司更换
we regret to decide that

我们很遗憾决定将这两套加工机退回贵公司更换
we have to return these two sets of processing machines

we have to return these two sets of processing machines

to you for replacement at your expense

费用由贵公司承担
to you for replacement at your expense

费用由贵公司承担

And we would like to receive machines of the correct type

我们希望尽快收到正确型号的机器
And we would like to receive machines of the correct type

我们希望尽快收到正确型号的机器

我们希望尽快收到正确型号的机器
as soon as possible

期待您的尽早回复

期待您的尽早回复
Looking forward to your quick reply

期待您的尽早回复

此致
Yours sincerely

中国东方公司的保险函
A letter of insurance from China Oriental

A letter of insurance from China Oriental

Dear Sirs

亲爱的先生们
Dear Sirs

亲爱的先生们

非常抱歉

非常抱歉
We are very sorry to find that

We are very sorry to find that

we have shipped the processing machines of wrong type to you

我们收到您的上一封信后
we have shipped the processing machines of wrong type to you

我们收到您的上一封信后

发现我方向您寄出了错误类型的处理机
on receipt of your last letter

发现我方向您寄出了错误类型的处理机

我们对此事进行了调查
We have investigated into the matter

我们对此事进行了调查

发现这是由于我们在为您准备装运时

发现这是由于我们在为您准备装运时
and found that it was caused by a wrong reference

发现这是由于我们在为您准备装运时
to another contract

发现这是由于我们在为您准备装运时

错误地参考了另一份合同
when we were preparing for your shipment

这确实是无意的
This is really unintentional

在我们以往的业务中从未发生过

在我们以往的业务中从未发生过
and it had never happened before in our experiences

在我们以往的业务中从未发生过

替换品将在今晚运送给您

替换品将在今晚运送给您
A replacement will be shipped to you tonight

替换品将在今晚运送给您

对于由此给您带来的不便 我们深表歉意

对于由此给您带来的不便 我们深表歉意
And we apologize for the inconvenience caused by us again

And we apologize for the inconvenience caused by us again

我们期待与您进行进一步的合作

我们期待与您进行进一步的合作
We are looking forward

我们期待与您进行进一步的合作
to further cooperation in business with you

to further cooperation in business with you

Yours sincerely

此致
Yours sincerely