unit11索理赔解析.pptVIP

Unit 11 Claim and Adjustment Letters Introduction 索理赔函电，产生于对外贸易的业务活动之中,如某一方没有履行合同。但常常是即使双方很小心的，仍然会有申诉和索赔情况出现。解决争议，达成索理赔协议，须经双方平等协商，从而理顺贸易关系，解决业务纠纷，建立国际贸易新秩序，创造良好的国际贸易环境，促进世界范围的经贸事业繁荣发展。对于索理赔函电的拟写，索赔方要实事求是，据理力争；理赔方要澄清事实，分辨是非。这样就有利于纠纷的妥善解决。反之，双方措辞激烈，剑拔弩张，咄咄逼人，或非分奢望，或赖帐狡辩，都不仅无助纠纷的解决，最终很可能会适得其反。 这类信函通常包括： 开头：1）说明写信的原因—申诉或索赔的事件； 正文：2) 具体介绍发生的事情，如有证据可提供； 3) 提出自己的要求，如要求退货，赔钱等； 结尾：4) 期望；希望满足自己的要求，表达合作的希望等。 回信要点： 接受申诉或理赔的回信： 开头：1）收到来信并表示很遗憾； 正文：2）对对方信中提及的事情加以解释，调查，并针对对方的要求给 予答复 ； 结尾：3）表示道歉和进一步合作的希望。 不能接受申诉或索赔的回信： 开头：1）收到来信，表示遗憾； 正文：2）对事件进行调查，加以解释，说明原因和提出证据说明不能负责； 结尾：3）期望：以后合作的机会，或再次表示遗憾。 每封信件的具体内容会有变化，需要根据实际情况加以调整。 A Damaged Delivery Re: Claim for Damage DC-135 Dear Tang Meng, We have received the above order and are sorry to tell you that two cartons of the #5843 musical bears were damaged and 10 of the 20n bears can’t play music. We would ask for these bears to be replaced as soon as possible. We are enclosing the report from the Port Authority, explaining the damage as well as two photographs of the damaged cartons and four photographs of the damaged bears. Please advise when the replacement bears will arrive. Sincerely, Dear Mr.Zhou, We have received our Order No. NC-332 for bedding sets. Upon examination of the order, we noticed that we received 10 No. C-53 quilts and 10 No. C-58 quilts. However, we order 10 No. C-5 bedding sets and 10 No. C-8 bedding sets. We appreciate your prompt delivery. But we would like to know what we should do with the items that we received. Would you like us to return them? Or, would you like to give us a reasonable discount so we will keep these items for our sale? Please advise which course of action you prefer. Sincerely, Dear Ms. Long, We have received your letter of October 1, the photographs, and the Claim for Damage No. DC-315. We are surprised to hear about the damage. The order is carefully packed at our factory before shipment. We admit that both the cartons and bears