商務(wù)英語書信 第十單元
[00:01.91]有關(guān)索賠、投訴和善后內(nèi)容的信
[00:03.81]Relevant Knowledge
[00:04.56]相關(guān)知識
[00:05.30]Once damages occur,the party who suffers will lodge a claim against the insurance company.
[00:08.88]一旦發(fā)生損壞，遭受損失的一方將向保險公司提起索賠。
[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]提起索賠要做到迅速及時(一般在一個月內(nèi))，同時備齊所有相關(guān)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](諸如：出口商裝貨上船后發(fā)出的保險證明、裝貨發(fā)票、提單和交貨單等)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，獨立檢查員的損失檢查報告和有關(guān)損失的責(zé)任的來信信件也是必要的。
[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]保險公司認(rèn)可索賠的必要前提是索賠人對貨物擁有保險利益。
[00:56.56]When a claim is made it is usually necessary for a form of clain to be completed.
[00:59.38]當(dāng)進行索賠時必須先填寫一張申請索賠表。
[01:02.20]Sometimes a person suffering a loss gives incomplete,or even inaccurate information.
[01:05.24]有時蒙愛損失的人會提供不完全或不正確的信息，
[01:08.28]hoping excessive compensation to be recovered .
[01:10.39]希望獲得超過應(yīng)有的賠償。
[01:12.49]In such cases the insure will ask for further information.
[01:14.75]在這種情況下，保險人會要求提供進一步的情況。
[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]受損失的一方必須盡可能地提供準(zhǔn)確的損失，否則他們將得不到全部賠償。
[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]如果貨物由買方投保，買方可以向保險人提出索賠。
[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]如果由賣方替買方投保商品，買方也可以向賣方及時報告損壞情況，并要求賣方提出索賠。
[01:46.37]You are entitled to make a complaint.
[01:47.87]凡出現(xiàn)以下任何情況，貨主都有權(quán)利投訴，
[01:49.37]when the goods delivered are not the goods ordered ,the service received fails to satisfy,
[01:52.64]如：送錯貨物、服務(wù)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]質(zhì)量不符、包裝不當(dāng)，貨物損壞、發(fā)貨延誤、
[02:05.15]the goods ordered are missing or less than the quantity ordered from the delivery.
[02:07.57]貨物丟失、數(shù)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]貨物多余、多收貨款等等。
[02:16.59]If goods or service do not fulfill the contract in some way.
[02:19.14]如果商品或者服務(wù)沒有執(zhí)行合同。
[02:21.69]and amount to a breach of condition ,or a breach of warranty.
[02:24.69]或者違背合同條款、或者沒有履行承諾，
[02:27.70]the buyer is legally entitled to return the goods at the seller's expense,
[02:30.31]買方可依法有權(quán)退貨，費用由賣方承擔(dān);
[02:32.92]to reject the goods even the correct goods later delivered,
[02:35.45]或可以拒收貨物，及時以后收到正確的貨物;
[02:37.99]to reject either all the goods or only the excess quantity,
[02:40.25]對于超訂單數(shù)量的發(fā)貨，可拒收全部貨物或多余部分;
[02:42.51]to cancel the order if possible or to request improvement of the service.
[02:44.95]或可以取消訂單;或可以要求改善服務(wù)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]投訴不能耽誤，否則情形變化會對買方不利，也使賣方錯失調(diào)查事情原因的良機。
[02:58.36]Provide detailed indormation of the facts in the leter of complaint.
[03:00.98]投訴信的方式應(yīng)盡可能詳細(xì)地提供符合事實的資料。
[03:03.59]That will leave the seller no alternative to compensation.
[03:06.19]從而最大可能地獲得賣方的賠償。
[03:08.79]Failure to make a complaint effective usually occurs as a result of inadequate presentation of the complaint.
[03:13.42]投訴沒有如愿以償往往是由于所提出的投訴缺乏足夠的證據(jù)或不夠明確。
[03:18.06]The more specific the letter is,the better it will be for the seller to treat the complaint.
[03:20.66]投訴越具體越有助于賣方解決問題。
[03:23.26]A vague complaint will almost aleays come to the end of failure.
[03:25.87]相反，含糊的抱怨幾乎總是以失敗告終。
[03:28.48]The complaint letter should be firm but reasonably worded.
[03:30.78]投訴信應(yīng)該語氣堅決并陳述合情合理。
[03:33.08]rudeness will create ill-feeling and cause the seller to be unwilling to resolve matters.
[03:35.88]粗魯無禮只會引起賣方反感而不愿意解決問題。
[03:38.67]complaints must be well founde and diplomatically,tactfully put forward with care and restraint
[03:42.29]所以寫抱怨信時一定要克制和講究技巧，
[03:45.91]so that future business relationships are not damaged.
[03:47.76]使將來的貿(mào)易關(guān)系不致受到破壞。
[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]話說回來，賣方在處理投訴時，無論多么希望體諒對方也不可以對于不是自己的錯誤負(fù)有責(zé)任，
[03:59.78]or offer compensation where no compendsation is due.
[04:01.87]或?qū)Σ粦?yīng)賠償?shù)奶峁┵r償。
[04:03.96]Acknowledgement of a complaint should be prompt.
[04:05.39]但應(yīng)及時回復(fù)抱怨投訴信。
[04:06.83]when agreeing to the buyer's request,the letter often begin with good news.
[04:09.09]如果同意買方的要求，回信經(jīng)常一開始就報告好消息。
[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]隨后對造成的不便利表示抱歉，解釋本公司是如何全力以赴防止再發(fā)生此類事情，
[04:25.98]and even to ensure satisfactory orders.
[04:27.52]甚至保證以后的訂貨使顧客滿意。
[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]遇到投訴不合理必須拒絕時，回信應(yīng)禮貌告知為什么這樣處理，這樣的處理方法為什么是公正的、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]像這樣完全拒絕或拒絕賠償?shù)幕貜?fù)，很有可能引起不滿意。
[04:53.12]The opening paragraph of this kind of letter should not begin with the bad news.
[04:55.64]因此信不能一開始就告訴不好的消息，
[04:58.16]but be cautious of terms that prepare the receiver
[05:00.19]應(yīng)該小心措詞使收信人有思想準(zhǔn)備，
[05:02.21]for what is coming and soften the blow when it does come.
[05:04.35]削弱一旦到來的打擊。
[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]回信時切記感謝對方稟告此事，并對買方的不快表示真誠的理解。
[05:18.69]Keep in mind that goodwill is important in all business activities.
[05:21.35]永遠(yuǎn)記住：友好的關(guān)系是一切貿(mào)易活動中最重要的。
[05:24.00]Useful Expressions about Claim.Complain and Settlement
[05:26.05]有關(guān)索賠、抱怨和善后內(nèi)容的常用表達方式
[05:28.10]Opening Sentence
[05:28.91]開篇語
[05:29.72]Many of our costomers have been complaining that you watches go wrong frequently .
[05:32.55]我們的許多客戶一直抱怨你們的手表老是出問題。
[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]你方根據(jù)我們的897號訂單所供應(yīng)的折疊椅至今未到，我方對此感到遺憾。
[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，你們的貨物在我們6月6日信中規(guī)定的時間之后才到，使我們陷入困難的境地。
[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]我們肯定會說到做到，支付你們退回的從我處購買的商品的運費。
[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]我們歉難接受今天收到貨物，因為貨物到達我們時已經(jīng)完全粉碎。
[06:13.60]Middle Part
[06:14.27]中間部分
[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]由于我們的客戶急需這批貨物，故此我方不得不要求你們解釋延誤的原因，并告知我們你方何時發(fā)送這批貨物。
[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]這并非第一次延誤送貨，而且此類情況的發(fā)生有增無減，
[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]迫使我們感到，除非你方有所改進，否則我們難于與你方繼續(xù)長久的貿(mào)易往來。
[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]我們保留在貨物抵達目的港60天內(nèi)，因損失向賣方提起索賠的權(quán)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]我們建議立即對貨物進行檢查，如果證明你方的估計是準(zhǔn)確的，我們立即給予賠償。
[07:05.98]Claims ,if any,should be seted against the survey report by the inspection Bureau.
[07:08.80]如有索賠，應(yīng)以檢驗局的檢驗報告為依據(jù)進行理賠。
[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]買方對于裝運貨物的任何索賠，必須于貨到提單規(guī)定的目的地30天內(nèi)提出，并須提供經(jīng)賣方同意的公證機構(gòu)出具的檢驗報告。
[07:32.15]We enclose a draft for US $ 5000 and hope to have your receipt for full settlement.
[07:35.97]茲附上5000美元的匯票一張，并希望受到你們的收據(jù)，以完全了結(jié)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]這次銷售很令人失望，但完全是由于你方所提供貨物延誤造成的。
[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]我們非常遺憾地通知你方，發(fā)運給我方的貨物沒有達到規(guī)定的標(biāo)準(zhǔn)。
[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貨或延期付款，賣方不負(fù)責(zé)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]如發(fā)現(xiàn)品質(zhì)或數(shù)量或重量與合同不符，買方有權(quán)向賣方索賠。
[08:15.44]The claim should lodged within 60 days after arrival of the cargo at the port of destination.
[08:18.81]索賠期限為貨到目的港60天內(nèi)。
[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]由于我們的裝運單據(jù)能確認(rèn)貨物離開此地時完整無損，顯然貨物是在運輸途中損壞的，
[08:33.28]therefore we cannot give consideration to your claim.
[08:35.24]因此，我們不能對你方的索賠予以考慮。
[08:37.20]Closing Sentence
[08:38.22]結(jié)束語
[08:39.24]We guarantee against the occurrence of the similar errors.
[08:41.17]我們保證不再發(fā)生類似的錯誤。
[08:43.10]We believe that you will spare no efforts to straighten this matter out immediately.
[08:45.65]我們相信你方會全力以赴立即澄清這一問題。
[08:48.20]Please advise us what we can do for you in your claim for compensation.
[08:50.74]請告訴我們,對于你方的提起索賠我方能為你們做些什么。
[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]由于給你們帶來了不便，作為一點補償，我們冒昧地多寄去一打免費棉枕套。
[09:03.32]The cases ,along with the contents ,are being held for inspection.
[09:05.61]這些箱子以及內(nèi)裝物品保持原狀以供檢查。
[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]除非你方有所改進，否則我方將不得不根據(jù)合同條款取消以后的一切訂單。
[09:16.09]We hope you can send another one to replace the wrong item as quickly as you can.
[09:18.52]希望你方盡可能地更換錯的商品。
[09:20.95]Gentlemen.
[09:21.89]敬啟者，
[09:22.83]Re:Claim for loss of goods insured
[09:24.39]事由：投保貨物損失的賠償
[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]關(guān)于上述事由中提及的賠償案，本公司已于某月某日向怡和公司發(fā)函，并向貴公司抄送副本一件，想必已經(jīng)閱覽。
[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]美國航空公司已經(jīng)補償本公司該批貨物CIF價值33.80美元。
[09:48.96]We wish now to claim from you for
[09:50.63]茲向貴公司要求以下賠償：
[09:52.30](1)the difference between the insured value and the CIF value,
[09:54.85]所保貨物總金額與CIF價值的差額：
[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]公證費(如我方客戶煙酒公賣局所開出的欠款通知所寫明的19.68美元。
[10:09.65]In support of our claim ,we enclose here with the relevant documents as follows
[10:12.40]先隨函附寄相關(guān)文件，作為索賠的佐證。
[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]如貴公司能盡早就述賠償金額開具支票，并且退還一應(yīng)文件，將不勝感激。
[10:28.43]Yours very truly.
[10:29.56]您真誠的，
[10:30.70]Dear Sirs
[10:31.55]敬啟者，
[10:32.40]Re:Policy No. 1076
[10:34.28]事由:第1076號保單
[10:36.16]We have been advised by Frank B.Hall & Co. (Fareast )Ltd,
[10:38.75]茲接到法蘭克豪爾(遠(yuǎn)東)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]裝載有上述保險單保險的277捆美國原棉運往我方的祥永輪，同“安卓斯布”輪發(fā)生碰撞，現(xiàn)已經(jīng)宣告共同海損。
[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]隨函附上豪爾公司來函影印本一件以及該批貨物的發(fā)票及提單副份各一份，以供參閱。
[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，請代我公司簽發(fā)一份共同海損證書，以使我方不必支付該批貨物CIF價值13%的押金。
[11:29.74]Your immediate attention and action will be appreciated.
[11:31.93]如貴方能立即辦理，將甚表謝意。
[11:34.13]Dear Sirs,
[11:34.77]敬啟者，
[11:35.41]Recently ,complaints about your watches from our customers have reached us one after another.
[11:38.45]最近，我方客戶對貴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]所提到的手表經(jīng)常莫名其妙地停止走動，
[11:47.71]and went now slowly,now quickly.
[11:49.20]而且有時忽快忽慢。
[11:50.69]Upon careful wxamination of the watches under the order No 908
[11:53.00]對第908號訂單的貨物進行仔細(xì)檢查后，
[11:55.31]we must wxpress surprise and disappointment at their quality.
[11:57.54]有必要說明我們對這批貨的質(zhì)量感到非常驚訝和失望。
[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]該訂單是在收到貴方提供的手表樣品后確定的，但是肯定與樣品不符合。
[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]這些手表顯然無法令人滿意，有時我們甚至不得不退還客戶購買貨款。
[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]清理單據(jù)占用了我們大量時間和相當(dāng)數(shù)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，所有抱怨都是針對上述訂中運輸?shù)呢浳铩?/p>
[12:28.36]The order supplied before was executed to the entire satisfaction of our customers.
[12:30.88]以前的訂單使我們的客戶相當(dāng)滿意。
[12:33.40]Enclosed is a copy of the inspection certificate from our quality control department.
[12:36.22]隨函附上本公司質(zhì)量監(jiān)控部門出具的一份檢驗證書。
[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]請盡快處理該事件，并告知如何處理尚未出售的50打手表。
[12:47.43]Shall we return them to you or hold them at your disposal?
[12:49.27]是退還貴公司或是聽?wèi){貴公司來處理?
[12:51.11]I put my car at his disposal.
[12:52.90]我的車子任他使用。
[12:54.69]Your faithfully.
[12:55.47]您真誠的，
