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商务英语书信 第十单元

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[00:01.91]有关索赔、投诉和善后内容的信

[00:03.81]Relevant Knowledge

[00:04.56]相关知识

[00:05.30]Once damages occur,the party who suffers will lodge a claim against the insurance company.

[00:08.88]一旦发生损坏,遭受损失的一方将向保险公司提起索赔。

[00:12.46]It is important to make a claim for the loss and damage promptly usually within a month,and to offer all the relevant documents

[00:17.57]提起索赔要做到迅速及时(一般在一个月内),同时备齐所有相关文件

[00:22.67](such as the certificate of insurance ,the shipping invoice ,the bill of lading and the delivery notes offered by the exporter when he delivered the goods to the vessel.)in time as well.

[00:29.45](诸如:出口商装货上船后发出的保险证明、装货发票、提单和交货单等)是非常重要的。

[00:36.23]In addition ,independent surveyor's reports of the loss or damage and the correspondence concerning liability for loss or damage are necessary.

[00:41.39]此外,独立检查员的损失检查报告和有关损失的责任的来信信件也是必要的。

[00:46.55]The essential prerquisite that the insurance company recognizies the claim is that the claimant has an insurable interest in the goods.

[00:51.55]保险公司认可索赔的必要前提是索赔人对货物拥有保险利益。

[00:56.56]When a claim is made it is usually necessary for a form of clain to be completed.

[00:59.38]当进行索赔时必须先填写一张申请索赔表。

[01:02.20]Sometimes a person suffering a loss gives incomplete,or even inaccurate information.

[01:05.24]有时蒙爱损失的人会提供不完全或不正确的信息,

[01:08.28]hoping excessive compensation to be recovered .

[01:10.39]希望获得超过应有的赔偿。

[01:12.49]In such cases the insure will ask for further information.

[01:14.75]在这种情况下,保险人会要求提供进一步的情况。

[01:17.01]A person who suffers loss must to whatever possible to limit the loss.other they may fail to get compensation in full.

[01:22.93]受损失的一方必须尽可能地提供准确的损失,否则他们将得不到全部赔偿。

[01:28.84]Claims can be made to the insurer by the buyer if the goods have been insured by the buyer.

[01:32.04]如果货物由买方投保,买方可以向保险人提出索赔。

[01:35.24]The buyer can also reports the loss or damage to the seller and request him to make the clain if the seller insured goods on behalf of the buyer.

[01:40.81]如果由卖方替买方投保商品,买方也可以向卖方及时报告损坏情况,并要求卖方提出索赔。

[01:46.37]You are entitled to make a complaint.

[01:47.87]凡出现以下任何情况,货主都有权利投诉,

[01:49.37]when the goods delivered are not the goods ordered ,the service received fails to satisfy,

[01:52.64]如:送错货物、服务不周、

[01:55.91]the goods are of inferior quality,the goods are packed badly,the goods delivered have been damaged or delayed.

[02:00.53]质量不符、包装不当,货物损坏、发货延误、

[02:05.15]the goods ordered are missing or less than the quantity ordered from the delivery.

[02:07.57]货物丢失、数量短缺、

[02:09.99]the goods supplied are more than the quantiry ordered or the prices charged are not as agreed.

[02:13.29]货物多余、多收货款等等。

[02:16.59]If goods or service do not fulfill the contract in some way.

[02:19.14]如果商品或者服务没有执行合同。

[02:21.69]and amount to a breach of condition ,or a breach of warranty.

[02:24.69]或者违背合同条款、或者没有履行承诺,

[02:27.70]the buyer is legally entitled to return the goods at the seller's expense,

[02:30.31]买方可依法有权退货,费用由卖方承担;

[02:32.92]to reject the goods even the correct goods later delivered,

[02:35.45]或可以拒收货物,及时以后收到正确的货物;

[02:37.99]to reject either all the goods or only the excess quantity,

[02:40.25]对于超订单数量的发货,可拒收全部货物或多余部分;

[02:42.51]to cancel the order if possible or to request improvement of the service.

[02:44.95]或可以取消订单;或可以要求改善服务等。

[02:47.39]Don't delay to make a complaint,otherwise things will become unfavorable to the buyer and the seller may lose the best chance to look into the cause.

[02:52.88]投诉不能耽误,否则情形变化会对买方不利,也使卖方错失调查事情原因的良机。

[02:58.36]Provide detailed indormation of the facts in the leter of complaint.

[03:00.98]投诉信的方式应尽可能详细地提供符合事实的资料。

[03:03.59]That will leave the seller no alternative to compensation.

[03:06.19]从而最大可能地获得卖方的赔偿。

[03:08.79]Failure to make a complaint effective usually occurs as a result of inadequate presentation of the complaint.

[03:13.42]投诉没有如愿以偿往往是由于所提出的投诉缺乏足够的证据或不够明确。

[03:18.06]The more specific the letter is,the better it will be for the seller to treat the complaint.

[03:20.66]投诉越具体越有助于卖方解决问题。

[03:23.26]A vague complaint will almost aleays come to the end of failure.

[03:25.87]相反,含糊的抱怨几乎总是以失败告终。

[03:28.48]The complaint letter should be firm but reasonably worded.

[03:30.78]投诉信应该语气坚决并陈述合情合理。

[03:33.08]rudeness will create ill-feeling and cause the seller to be unwilling to resolve matters.

[03:35.88]粗鲁无礼只会引起卖方反感而不愿意解决问题。

[03:38.67]complaints must be well founde and diplomatically,tactfully put forward with care and restraint

[03:42.29]所以写抱怨信时一定要克制和讲究技巧,

[03:45.91]so that future business relationships are not damaged.

[03:47.76]使将来的贸易关系不致受到破坏。

[03:49.62]However considerate the seller may wish to be to the claims of the buyer he can not assume responsibility for errors which he did not make

[03:54.70]话说回来,卖方在处理投诉时,无论多么希望体谅对方也不可以对于不是自己的错误负有责任,

[03:59.78]or offer compensation where no compendsation is due.

[04:01.87]或对不应赔偿的提供赔偿。

[04:03.96]Acknowledgement of a complaint should be prompt.

[04:05.39]但应及时回复抱怨投诉信。

[04:06.83]when agreeing to the buyer's request,the letter often begin with good news.

[04:09.09]如果同意买方的要求,回信经常一开始就报告好消息。

[04:11.35]The following paragraph is where to express the apology for causing inconvenience and to give the explanation of how the firm is making every effort to prevent the problem from being repeated

[04:18.66]随后对造成的不便利表示抱歉,解释本公司是如何全力以赴防止再发生此类事情,

[04:25.98]and even to ensure satisfactory orders.

[04:27.52]甚至保证以后的订货使顾客满意。

[04:29.06]If the complaint is unreasonable and must be rejected ,the letter should point out politely why it is settled in this way,why the settlement is fair,and what the firm's policy is.

[04:36.32]遇到投诉不合理必须拒绝时,回信应礼貌告知为什么这样处理,这样的处理方法为什么是公正的、公司的政策是什么等。

[04:43.59]Such unwelcome news,rejecting a claim partly or completely,is likely to cause disappointment.

[04:48.35]像这样完全拒绝或拒绝赔偿的回复,很有可能引起不满意。

[04:53.12]The opening paragraph of this kind of letter should not begin with the bad news.

[04:55.64]因此信不能一开始就告诉不好的消息,

[04:58.16]but be cautious of terms that prepare the receiver

[05:00.19]应该小心措词使收信人有思想准备,

[05:02.21]for what is coming and soften the blow when it does come.

[05:04.35]削弱一旦到来的打击。

[05:06.49]Remember to thank for letting you being informed about the matter,to show the sincere understanding of the byer's dissatifaction.

[05:12.59]回信时切记感谢对方禀告此事,并对买方的不快表示真诚的理解。

[05:18.69]Keep in mind that goodwill is important in all business activities.

[05:21.35]永远记住:友好的关系是一切贸易活动中最重要的。

[05:24.00]Useful Expressions about Claim.Complain and Settlement

[05:26.05]有关索赔、抱怨和善后内容的常用表达方式

[05:28.10]Opening Sentence

[05:28.91]开篇语

[05:29.72]Many of our costomers have been complaining that you watches go wrong frequently .

[05:32.55]我们的许多客户一直抱怨你们的手表老是出问题。

[05:35.39]We very much regret that the folded chairs supplied by you under order No.897 have not yet reached us up to now.

[05:40.21]你方根据我们的897号订单所供应的折叠椅至今未到,我方对此感到遗憾。

[05:45.03]I am sorry to say that it put us in an awkward predicament when your goods were sent to us after the time specified in our letter of 6 June.

[05:50.58]非常抱歉地通知你方,你们的货物在我们6月6日信中规定的时间之后才到,使我们陷入困难的境地。

[05:56.13]We surely will live up to our words that we will pay the freightage for returning the goods that your buy from us.

[06:00.32]我们肯定会说到做到,支付你们退回的从我处购买的商品的运费。

[06:04.51]We are unable to accept the shipment which we received from you todays ,as they had been completely smashed when they reached us.

[06:09.06]我们歉难接受今天收到货物,因为货物到达我们时已经完全粉碎。

[06:13.60]Middle Part

[06:14.27]中间部分

[06:14.94]As our customers are in urgent need of the goods ,we have to ask you to make explanation of the cause of the delay and let us know when you will diapatch the goods.

[06:21.27]由于我们的客户急需这批货物,故此我方不得不要求你们解释延误的原因,并告知我们你方何时发送这批货物。

[06:27.60]This is not the first time to delay delivery ,and the frequency of the occurrence is on the increase.

[06:31.65]这并非第一次延误送货,而且此类情况的发生有增无减,

[06:35.70]That compels us to qurstion whether to continue our business for long with you unless the cooperation is improved from you.

[06:40.81]迫使我们感到,除非你方有所改进,否则我们难于与你方继续长久的贸易往来。

[06:45.92]We reserve the right to claim against the sellers for compensation of losses within 60 days after the goods arrive at the port of destination.

[06:51.17]我们保留在货物抵达目的港60天内,因损失向卖方提起索赔的权利。

[06:56.42]We propose to inspect the shipment at once.Compensation will be allowd immediately if your estimate proves to be accurate.

[07:01.20]我们建议立即对货物进行检查,如果证明你方的估计是准确的,我们立即给予赔偿。

[07:05.98]Claims ,if any,should be seted against the survey report by the inspection Bureau.

[07:08.80]如有索赔,应以检验局的检验报告为依据进行理赔。

[07:11.62]Any claim by the buyer regarding the goods shipped shall be filed within 30 days after arrivial of the goods at the port of destination specified in the relative Bill of Lading and supported by a survey report issued by a surveyor approved by the seller.

[07:21.89]买方对于装运货物的任何索赔,必须于货到提单规定的目的地30天内提出,并须提供经卖方同意的公证机构出具的检验报告。

[07:32.15]We enclose a draft for US $ 5000 and hope to have your receipt for full settlement.

[07:35.97]兹附上5000美元的汇票一张,并希望受到你们的收据,以完全了结此案。

[07:39.78]There sales are most disappointing,but this is due entirely to late arrival of goods supplied by you.

[07:43.41]这次销售很令人失望,但完全是由于你方所提供货物延误造成的。

[07:47.04]We are sorry to imform you that the goods forwars to us are not up to the standard prescribed.

[07:50.41]我们非常遗憾地通知你方,发运给我方的货物没有达到规定的标准。

[07:53.78]The seller shall not be liable for failure or delay in delivery of goods in consequence of any Force Majeure incidents.

[07:58.80]由于不可抗力事故而不能交货或延期付款,卖方不负责任。

[08:03.81]Should the quality and /or quantity and/or weight be found not in conformity with that of the contract,the buyer is entitled to make a claim ageinst the seller.

[08:09.63]如发现品质或数量或重量与合同不符,买方有权向卖方索赔。

[08:15.44]The claim should lodged within 60 days after arrival of the cargo at the port of destination.

[08:18.81]索赔期限为货到目的港60天内。

[08:22.18]As our shipping documents can confirm that the goods were in prefect condition when they left here,and that evidently they were damaged in transportation,

[08:27.73]由于我们的装运单据能确认货物离开此地时完整无损,显然货物是在运输途中损坏的,

[08:33.28]therefore we cannot give consideration to your claim.

[08:35.24]因此,我们不能对你方的索赔予以考虑。

[08:37.20]Closing Sentence

[08:38.22]结束语

[08:39.24]We guarantee against the occurrence of the similar errors.

[08:41.17]我们保证不再发生类似的错误。

[08:43.10]We believe that you will spare no efforts to straighten this matter out immediately.

[08:45.65]我们相信你方会全力以赴立即澄清这一问题。

[08:48.20]Please advise us what we can do for you in your claim for compensation.

[08:50.74]请告诉我们,对于你方的提起索赔我方能为你们做些什么。

[08:53.29]We are taking the liberty of sending you an extra dozen of cotton pillowcases ,at no cost,as amall compwnsation for your inconvenience.

[08:58.31]由于给你们带来了不便,作为一点补偿,我们冒昧地多寄去一打免费棉枕套。

[09:03.32]The cases ,along with the contents ,are being held for inspection.

[09:05.61]这些箱子以及内装物品保持原状以供检查。

[09:07.89]Unless improvement is make at your end we shall have to cancel all further orders according to the terms of our contract.

[09:11.99]除非你方有所改进,否则我方将不得不根据合同条款取消以后的一切订单。

[09:16.09]We hope you can send another one to replace the wrong item as quickly as you can.

[09:18.52]希望你方尽可能地更换错的商品。

[09:20.95]Gentlemen.

[09:21.89]敬启者,

[09:22.83]Re:Claim for loss of goods insured

[09:24.39]事由:投保货物损失的赔偿

[09:25.94]reference is made to our letter dated,addressed to Messrs.Jardine Matheson & Co.,in connection with the subject claim,with copy to your office.

[09:31.57]关于上述事由中提及的赔偿案,本公司已于某月某日向怡和公司发函,并向贵公司抄送副本一件,想必已经阅览。

[09:37.20]The United States Lines have already compensated us with a sum of US 33.80 representing the CIF value if the goods.

[09:43.08]美国航空公司已经补偿本公司该批货物CIF价值33.80美元。

[09:48.96]We wish now to claim from you for

[09:50.63]兹向贵公司要求以下赔偿:

[09:52.30](1)the difference between the insured value and the CIF value,

[09:54.85]所保货物总金额与CIF价值的差额:

[09:57.39]and (2) the surveyor's fee,viz.US 19.68 as per the Debit Note made out by our client,the Tobacco and wone Monopoly Bureau.

[10:03.52]公证费(如我方客户烟酒公卖局所开出的欠款通知所写明的19.68美元。

[10:09.65]In support of our claim ,we enclose here with the relevant documents as follows

[10:12.40]先随函附寄相关文件,作为索赔的佐证。

[10:15.16]We shall appreciate it if you will kindly let us have you cheque for US $xx in settlement of the above claim at your earliest convenience and return us the enclosed documents.

[10:21.79]如贵公司能尽早就述赔偿金额开具支票,并且退还一应文件,将不胜感激。

[10:28.43]Yours very truly.

[10:29.56]您真诚的,

[10:30.70]Dear Sirs

[10:31.55]敬启者,

[10:32.40]Re:Policy No. 1076

[10:34.28]事由:第1076号保单

[10:36.16]We have been advised by Frank B.Hall & Co. (Fareast )Ltd,

[10:38.75]兹接到法兰克豪尔(远东)公司通知,

[10:41.33]that s.s Sian Yung carrying 277 bales of American Raw Cotton consigned to us and covered by the captioned Policy has collided with s.ss Andross City and general average has been declared.

[10:52.15]装载有上述保险单保险的277捆美国原棉运往我方的祥永轮,同“安卓斯布”轮发生碰撞,现已经宣告共同海损。

[11:02.96]We are enclosing one Photostatic copy of Frank B.Hall's letter together with one copy each of the invoice and B/L for this shipment for your reference and perusal.

[11:08.98]随函附上豪尔公司来函影印本一件以及该批货物的发票及提单副份各一份,以供参阅。

[11:15.00]As stated therein,you are requested to issue a General Average Guarantee on our behalf in order that we,as consignee,need not pay the deposit amounting to 13% of the CIF value of the cargo.

[11:22.37]正如本函中所述,请代我公司签发一份共同海损证书,以使我方不必支付该批货物CIF价值13%的押金。

[11:29.74]Your immediate attention and action will be appreciated.

[11:31.93]如贵方能立即办理,将甚表谢意。

[11:34.13]Dear Sirs,

[11:34.77]敬启者,

[11:35.41]Recently ,complaints about your watches from our customers have reached us one after another.

[11:38.45]最近,我方客户对贵方手表的抱怨接踵而至。

[11:41.49]The watches complained about frequently stopped working without rhyme or reason.

[11:44.60]所提到的手表经常莫名其妙地停止走动,

[11:47.71]and went now slowly,now quickly.

[11:49.20]而且有时忽快忽慢。

[11:50.69]Upon careful wxamination of the watches under the order No 908

[11:53.00]对第908号订单的货物进行仔细检查后,

[11:55.31]we must wxpress surprise and disappointment at their quality.

[11:57.54]有必要说明我们对这批货的质量感到非常惊讶和失望。

[11:59.78]This order was placed on the basis of sample watch supplied by you,but certainly do not match the sample.

[12:04.27]该订单是在收到贵方提供的手表样品后确定的,但是肯定与样品不符合。

[12:08.76]The watches are clearly not giving satisfaction,and it some cases we have had to refund the purchase price.

[12:12.67]这些手表显然无法令人满意,有时我们甚至不得不退还客户购买货款。

[12:16.57]As a sult,we have lost plenty of time and have been put to considerable expense for cleaning bills.

[12:19.33]清理单据占用了我们大量时间和相当数目的支出。

[12:22.09]The complaints we have received relate only to the shipment of watches under the order mentioned above.

[12:25.22]所幸的是,所有抱怨都是针对上述订中运输的货物。

[12:28.36]The order supplied before was executed to the entire satisfaction of our customers.

[12:30.88]以前的订单使我们的客户相当满意。

[12:33.40]Enclosed is a copy of the inspection certificate from our quality control department.

[12:36.22]随函附上本公司质量监控部门出具的一份检验证书。

[12:39.04]Please put the matter right at once,letting us know what we have to do with the unsold balance of 50 dozen watches.

[12:43.23]请尽快处理该事件,并告知如何处理尚未出售的50打手表。

[12:47.43]Shall we return them to you or hold them at your disposal?

[12:49.27]是退还贵公司或是听凭贵公司来处理?

[12:51.11]I put my car at his disposal.

[12:52.90]我的车子任他使用。

[12:54.69]Your faithfully.

[12:55.47]您真诚的,

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