实用商务英语 接受索赔

6　接受索赔

你将听到的

要求负责

You should take the blame.

保留权利

We reserve the right to claim damage.

赔偿报告

Have you seen the shortage claim from our company?

货物破损

The goods arrived damaged.

有瑕疵

The last batch we received from you was faulty.

有差错

The containers are not the size and shape we ordered.

你也许会说

答应赔偿损失

I've seen the rusty instruments and agree to replace the defective instruments as soon as I return to London.

赔偿金额

We regret for the loss you have suffered and agree to compensate you by $500.

停售通知

The Medical Health Officer has issued a "Stop Notice" on them. We are lodging a claim for inferior quality.

再次致歉

Again we'd apologize for the error of lot number, which resulted in the mistake in getting ready the goods to be delivered.

职场心经

当客户提出投诉并要求索赔，公司内部必须细心应付，避免事件扩大，损及企业形象。如果并非本方全责，且资金上确实难以承受的话可以和客人协商尽量少赔偿一些。如果的确完全是本方的问题，想保持客户的话就只能按照客户要求索赔了。从某种程度上讲，这也维持了你的信誉度。索赔事件若处理得当，不仅可以消除企业危机，甚至能够得到客户的谅解和长期支持。

必备的词汇热身

●　add [æd] v.增加

●　favor [ˈfeivə] v.有利于

●　workable [ˈwə:kəbl] adj.可采用的

●　rather [ˈrɑ:ðə] adv.稍微，有点

●　however [hauˈevə] adv.然而

●　assure [əˈʃuə] v.保证

●　reimburse [ˌri:imˈbə:s] v.偿还

当接受索赔的时候你会听到

You should take the blame .

你需要为你的过失负责任。

take the blame表示“承担过错”，有点类似与be responsible for。

We reserve the right to claim damage.

我方保留索赔的权利。

You should be responsible for the loss.

你方应该负责赔偿损失。

Have you seen the shortage claim from our company?

你看到我公司的短重赔偿报告了吗？

The goods arrived damaged.

那批货运抵时有破损。

The last batch we received from you was faulty.

我们从你们那里收到的上一批货有瑕疵。

The containers are not the size and shape we ordered.

箱子不是我们订购的那种尺寸和形状。

You shipped bulk goods are not corresponding in quality with the sample.

贵方运来的大批货物与样品不符。

当接受索赔的时候你会说

1．After making a thorough investigation, we have decided to accept your claim and to compensate you for the sum involved.

经过详细调查后，我方决定受理你方索赔并赔偿有关的损失金额。

2．I've seen the rusty instruments and agree to replace the defective instruments as soon as I return to London.

我看到了生锈的器械，同意一回到伦敦就换掉有毛病的器械。

3．We regret for the loss you have suffered and agree to compensate you by $500.

对你们蒙受的损失我们深感抱歉我们同意赔偿你方500美元。

regret for表示“为……感到抱歉”

4．The Medical Health Officer has issued a "Stop Notice" on them. We are lodging a claim for inferior quality.

医药卫生官员对这批货发出“停售通知”。我们要求对质量不合格的产品进行赔偿。

5．We understand your needs to make up the loss incurred and have decided to offer you a special discount of 5％ so that you can dispose of the different order from your needed one.

我们理解你的需求，为弥补损失我们决定给予5％的特别折扣，这样，你就可以处理这批并非你所需要的货物。

6．All the documents E-mailed us should be made in the formal printing forms and send us as soon as possible for us to entertain your claim .

所有网上寄来的文件必须用正规的印刷形式制作并尽快寄给我方，以便我方理赔。

entertain your claim在此处表示“接受索赔”，相当于accept your claim

7．Again we'd apologize for the error of lot number, which resulted in the mistake in getting ready the goods to be delivered.

对于因货号有误导致将待发的货物配错，我们再次表示歉意。

拓展学习

提出索赔

A：We hope indemnification will be made for all expenses incurred.

我希望得到全额赔偿。

B：If we were at fault, we should be very glad to compensate for your losses.

如果责任在我方，我们当然愿意赔偿贵方的损失。

We hope you will effect a full settlement of our claim.

希望对我们提出的索赔你们能全部给予解决。

We wish to be perfectly fair in handling the matter. What remedy would you suggest?

我们希望完全公平地处理此事，您建议怎么赔偿？

We have to ask for a compensation to cover the loss incurred as a result of the inferior quality of the goods concerned.

我们不得不申请赔偿以弥补由于货物的质量低劣而引起的损失。

We wish to dispose of the goods you wrongly delivered and request you refund to us our disbursement of the loss incurred.

我们要求降价处理你方错发的货物，并赔偿由此而产生的损失。

cover the loss表示的是“进行赔偿的意思”

索赔的原因

A：We shall hold you responsible for any loss which may occur through this delay.

由于这一延误带来的任何损失都应由你方承担。

B：Our reinspection shows that damage was caused by improper packing.

我们的复检标明损坏是由于包装不当而引起的。

The goods have been so discolored and heavily saturated by rain.

货物已经被雨水严重浸湿掉色了。

The goods you sent us do not correspond with the sample we gave you.

你方发给我们的货与我们送给你们的样品不符。

We have lost considerable business on account of your delay in shipment.

由于贵方的延迟装运我们已经丢掉了大笔生意。

Upon examination, we find that all the cases weight short by from 5 to 12kg.

检查时，我们发现所有的箱子短缺5～12千克。

积极回应索赔

A：Please look into the matter promptly and let us know what you intend to do with the damaged goods.

请尽快调查此事，并让我们知道你们打算如何处理损坏的货物。

B：We will compensate your loss if we were responsible for it.

如果责任在我方，我们会对你方的损失进行赔偿。

We will contact our insurance company and pay for the damage.

我们将与我们的保险公司联系以赔偿贵方的损失。

We will entertain your claim after the retained samples are rechecked.

在保留样品经过复验之后，我们将答复你方的索赔要求。

场景应用

卖方承认了本方的过错，并表示接受索赔。但希望对方以换货的方式来取代退款的方式，对方考虑到多年的合作，同意了卖方的意见。

A：We've found new evidence. It's our fault. The case isn't solid enough. We are really sorry. What are your requirements?

B：We want to refund.

A：You know we are really sorry. But if you refund we can't afford that loss. Considering our business relations in the past years, can't you replace? We promise to deliver the goods on time. Please.

B：When can you deliver the new goods?

A：In one week. We are very sorry about our mistakes and the inconvenience we have brought to you. Next time we'll give you more discounts.

B：OK. After all, we have been friends for so many years. We don't want to cause you too much trouble.

A：Thanks a lot.

A：我们找到了新证据。我们承认自己的过错，箱子不是很坚固。我们真的很抱歉。您有什么要求吗？

B：我们想退货。

A：你知道我们真的很抱歉。但是如果您们退货我们承担不起这么大的损失。考虑到我们之间多年的业务关系，您能不能换货？我们保证那是发货。拜托了。

B：新货什么时候送到？

A：一周后。我对我们的过失和为您带来的不便表示抱歉。下次一定会给您更多折扣。

B：好吧。毕竟我们是这么多年的朋友了。我们也不想给你们制造太多麻烦。

A：多谢了。

场地的变化会给销售带来一些麻烦，所以买方向卖方提出了索赔，卖方也接受了索赔条件。

A：You're welcome, Mr. Lewis. To be frank, we may have the case settled by telecom.

B：I'd rather have a face-to-face talk with you, Mr. Lin. At the very beginning of our negotiation. We made it very clear that the place of origin of the product should be indicated, that is, Yantai and you agreed to this point.

A：Yes. What I'd like to emphasize is the apples produced in Tianshui is as good as that in Yantai. We needn't make a big deal out of it.

B：I don't think I'm in a position to deny the quality of Tianshui apples. The problem is the original place has changed and it will bring a lot of troubles to us.

A：I understand what you mean. Please be frank, and tell me what I can do for you.

B：You see, the difference between the contract and this origin certificate would make it too difficult for us to sell the goods to our clients, unless you reduce the price.

A：To what extent? 4％ would be all right?

B：Perhaps not. At least 10％, or we'll have to reject the goods.

A：Okay, let's make it.

A：欢迎你来，刘易斯先生。坦率地说，我们完全可以通过通讯方式解决。

B：我倒更愿意用面对面谈话的方式解决，林先生。在谈这笔生意时，我们明确规定原产地必须表明，即烟台市，你方也同意了。

A：是的。我要强调的是天水产的苹果和烟台的质量一样好，我觉得没必要对此小题大做。

B：我不能否认天水苹果的质量。问题是原产地变了，会给我们带来很大的麻烦。

A：我理解你的意思。请坦率地告诉我要我做什么？

B：你知道产地证与合同规定不符，会使我们的货难以出售，除非你方降价。

A：降到什么程度？4％怎么样？

B：大概不行。至少10％，否则我们只好拒收货物。

A：好，就这么定了。

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make a big deal out of对……小题大做，对……大惊小怪

名词结构a big deal指的是“一笔大买卖，一笔大生意”，用来比喻“大事”，短语make a big deal out of的字面意思就是“做了一笔大买卖”，可以引申为“做了一件大事”，这个短语常用来表示“对……小题大做”。

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