索赔与回复

Chapter 18　索赔与回复 Claims and Replies

一、词语注释

1. advise　vt. to notify; to inform 通告，通知

2. amendment　n. a change or addition to a legal document that has the same legal standing as the original document; the act of changing for the better; improvement 改证；改善

3. analog　n. something that has some common traits with something else 类似物，相似体

4. array　n. a group of persons or things displayed in a pattern 队列，阵（列）

5. auxiliary　adj. giving assistance or support; helping ; supplementary 辅助的；补助的

6. cartridge　n. any of various small containers, holding a supply of material for a larger device into which it is inserted 盒，筒；墨盒

7. claimant　n. a person that asserts a right or title 提出要求者，索取者

8. compensation　n. something received in return for something else 补偿，赔偿

9. concentrate　n. a substance that has been concentrated, especially a food that has been reduced in volume or bulk by the removal of liquid 浓缩物

10. consignment　n. a quantity of goods that are sent or delivered somewhere; the act of sending or delivering something 托运的货物，托付物，委托货物；（货物的）交货，交付

11. counsel　n. the act of exchanging opinions and idea; advice or guidance, especially as solicited from a knowledgeable person议事,商讨；忠告，劝告

12. credit　vt. to make a credit entry in 记入贷方

13. crush　vt. to press between opposing bodies so as to break or injure 压碎；压扁，压坏

14. defuse　vt. to make less harmful, potent, or tense, to remove the fuse 使变为无害；拆除……的雷管；使失去导火线

15. difference　n. remainder left after subtraction 差额

16. dire　adj. urgent 迫切的

17. disagreeable　adj. difficult to deal with 难对付的，难打交道的

18. disclosure　n. the act of revealing 公开；泄露

19. discrepancy　n. a difference or inconsistency 差异；不符合，不一致

20. dismiss　vt. to put out of one’s mind; to stop considering（从头脑中）去除，忘掉；不考虑

21. drastic　adj. severe or serious 激烈的，猛烈的

22. end-user　n. the person for whom something was ultimately created or intended 最终用户

23. euphemism　n. the act or an example of substituting a mild, indirect, or vague term for one considered harsh, blunt, or offensive 委婉的说法

24. execution　n. the act of executing something 实行，履行，执行

25. forward　vt. to send on to a subsequent destination or address 运送

26. forwarding company　a company that organizes shipments for individuals or other companies and may also act as a carrier 货运公司，运输公司

27. grievance　n. a feeling of having been treated unfairly; a reason for complaining or being unhappy with a situation 委屈；不平，不满

28. grumbler　n. a person who persistently grumbles; a complainer 发牢骚的人

29. hereto　adv. to this (document, matter, etc.) 到此时；至此；关于这个

30. ill-founded　adj. not supported by facts or sound reasons 无事实根据的；理由不充分的

31. ink-jet printer　a printer that forms an image by using electromagnetic fields to guide electrically charged ink streams onto the page 喷墨打印机

32. inventory　n. the quantity of goods and materials on hand; stock; an itemized list or catalog of goods, property, etc. 存货，（财产等的）清单，报表；（商品的）目录

33. invoice　n. an itemized list of goods shipped or services rendered, stating quantities, prices, fees, shipping charges, etc. 装货清单；发票

34. magnitude　n. great importance or consequence; greatness of size or amount 重要性；大小；量

35. mishandling　n. wrong, often corrupt use 错误地处理；不正确运转；乱弄

36. nil　n. nothing; zero 无，零

37. nonconformity　n. 不一致

38. outgoing　adj. going out or away; departing 往外去的；出发的

39. outlet　n. a store that sells the goods of a particular manufacturer or wholesaler 批发商店

40. patronage　n. the trade given to a commercial establishment by its customers（顾客的）光顾，惠顾

41. permissible　adj. permitted; allowable 可允许的

42. quarantine　n. isolation, especially in order to prevent an illness or disease from spreading; the period during which an arriving vessel suspected of carrying contagious disease is detained in port in strict isolation （防传染病而对人、畜等的）隔离；（对港口船舶的）停船检疫

43. refund　n. an amount repaid; a repayment of funds 退款；退还

44. reimbursement　n. amount refunded for costs incurred or expenses paid 偿还，付还，退还

45. relocation　n. second location 重新安置

46. replacement　n. substitution of an item with another item 替换，替代

47. resent　vi. to feel bitter or angry about something 憎恨，愤恨

48. rummage　vi. to make an energetic, usually hasty search 乱翻，翻查，搜查

49. scrutiny　n. a careful watch or close examination 详细审查

50. settlement　n. an agreement that resolves a dispute, an agreement officially transferring real estate to a new party 解决，结算

51. slip-up　n. a mistake or error 错误，忽略

52. stain　vi. to spoil the appearance of by patches or streaks of colour or dirt 染污，沾污

53. suffice　vi. to meet present needs or requirements; to be sufficient 足够

54. tangible　adj. possible to be treated as fact; real or concrete 切实的；实在的

55. toner　n. the ink powder mixture used to form images in xerography, in laser printers, etc. 墨粉，调色剂

56. transit　n. carrying or being carried through or across; conveyance 运输

57. veritable　adj. real or genuine 真正的，真实的

58. warehouse　n. a place in which goods or merchandise are stored; a large, usually wholesale shop 仓库，货栈；批发店

59. weighty　adj. very heavy; of great significance or moment; serious; of great influence 有分量的；重大的，严重的；有影响的

60. without fail　for certain 必定，务必

二、课文参考译文

成功的商业运作依靠的是不断得到满足的回头客。因此，很多公司欢迎客户反馈，其中包括投诉和索赔。通过这些信函他们可以知道哪里出现了问题。一个商人如果没有意识到问题的存在，那么他就没有改错的机会。

1. 概述 An Overview

在现实的商业世界，商人的角色随其在沟通过程中的立场而变化。写投诉和索赔信函时的坐标定位和写要求信函和回复函的定位不同。

如果你相信这点，那么也会同意回复投诉和索赔信函又是另一个问题，与第10章讨论礼貌的内容没有关系。

这里委婉地公开重申：如果你认为是合理的，那么请你毫无顾忌地去投诉或者索赔吧。也因为如此，投诉和索赔信函大多来自于买方，尽管出口商和进口商都可能有足够的理由后悔或怨恨。

你写投诉和索赔函时的坐标定位要比写大多数商务信函时的定位更重要。

无论是投诉还是索赔，以下的情况都彼此相关，这一点很明显。读投诉和索赔信的人通常是专门处理这些问题的人。这儿相关的是：你并非写给一直和你有信函往来，谈生意的人。许多大公司和那些按国际市场上的规矩出牌的小公司通常有处理投诉和有关问题的部门，如“客户关系部”、“售后服务部”或“法律咨询处”。

对于并非中国出口商经常合作的外国公司（可能大，也可能小），你可以给他们的负责销售或者服务的经理或管理人员写投诉和索赔函——而不是一般人员。对于严重的大宗案件，有必要复印投诉信，给公司多人投递或者用电子“抄送”的办法。

2. 投诉函 Complaints

跟索赔相比，投诉往往不那么重要。有各种各样的投诉情况，比方说，实际商品跟样本不一致，货物运错了地方，商品质量差，商品的重量或者钱款出差错，急需的商品被延误，外包装破损，辅助服务不够标准等。

更多情况下，投诉信是对目标读者的提醒，希望对方“在将来更仔细”。

为了有效，投诉信通常遵循同样的结构：

1）提出该指责的地方；

2）解释所遇到的问题；

3）说明要求。

投诉或提出一些抱怨是常见的、一般性的行为，可以采取直接的方式：

1）直接陈述遇到的问题以及要求

2）解释你对问题的理解

3）最后表示感谢

例信1：投诉规格错误，要求退换货

Specimen Letter 1: Complaining about wrong specification

译文1

您好：

我们收到了2月7号从您处订购的皮革沙发，但是不幸的是我们不能接受这批沙发。

在检查后，我们惊奇的发现这些沙发不是我们订购的那个尺码。这批商品没有达到我们的要求，我们不得不要求贵公司给我们退换，同时发运我们所订型号的商品。

如果贵公司接受我们要求，并且尽快安排运输，我们将不胜感激。敬请即刻关注。

顺祝商祺!

译文2

敬启者：

我方2月7日订购的皮沙发已收到，但是我们十分遗憾地通知你方，我方不能接受这批货物。

查验时我们发现沙发的尺寸与我方订购的不符，对此我们感到很惊讶。由于这批货与我方的要求不符，因此我们要求退货，你方应重新运来符合订购尺寸要求的沙发。

希望你方接受我们的请求，尽快安排装运。

盼你方立即解决此事。

谨上

Specimen Letter 3: Strongly complaining about wrong dispatch

multiple array ink-jet printers for lottery applications用于印制彩票的多层喷墨打印机

continuous forms printer 图表连续打印机

“item”（物）是指出口过程中的商品或服务。如果你指出某物有问题，那么你正在说明你想要投诉的东西。信的一开始即可指出问题，有时可用一个长句，但多数情况下可以是一个段落。应当写对全部信息，应当具体，这其中包括商品的名称、发票号、执行日期和其他的要素。如果是一项服务，它要有确切的过程和类似于商品一样的具体细节。

第二段用于解释问题，或者是你在目标读者的商品或者服务中发现的问题。你也可以提出自己对问题的评估。只要你对问题的描述符合逻辑、合理、清楚并且详细，那么就有助于你达到目的。同时，如果你并不知道问题的原因，或者无法知道问题实际上是怎样产生的，那么就尽量避免就这些问题表达自己的观点。如果你能够同时附上单据和合同的复印件，你会显得周到体贴。

在最后一段，你对读信人将针对投诉采取的积极行动表示感激。像一些其他的特殊询问函一样，你可以在结尾重申你期望对方采取行动来解决问题，不过最好用不同的词语。

3. 索赔函 Claims

索赔函与投诉不同，关注的是如何让一方补偿另一方的损失。或许两者最大的差异就在金钱方面。要求换掉整批货物的投诉信不涉及金钱赔偿，因此，索赔函是一种特殊询信，要求退款、更换货物，或对以后购买的商品或服务要求折扣。

引起索赔的原因有很多，导致的损失可能是买方或者卖方的责任。 但是如本章开头所述，大部分的索赔是由买方发起，因为他们不满意收到的商品或得到的服务。

像这样的情况有很多，比如弄错订单的货物，运输过程中商品受损和随后的赔付，收到的商品的质量跟样品的大不一样，缺斤短两，换句话说，装运的货物不够，产品无法操作或有操作问题，商品的质量与合同不符，包装破损，商品的市场价波动大等。

当这样的情况发生，索赔函就派上用场了。顾客通过索赔函跟供应商和卖方沟通，期望他们理赔——通常是赔偿——一种积极的处理方式。

例信4：中国代理对问题商品的索赔

Specimen Letter 4: Chinese agent claiming on faulty goods

您好：

两个月前，我们从贵公司订购了1万部iPads，但是在我们上星期四收到该批商品时候发现123个iPads不能正常工作。由于我们是首次为贵公司的产品作代理，我们希望能够给贵公司的终端客户提供完好的商品。

我们把这些不能工作的iPads放进一个独立的包装寄回给您。如果您能够给我们退换这些问题商品，我们将不胜感激。

期盼您的早日回复。

顺祝商祺！

Specimen Letter 5: Chinese importer claiming on short payment

soft drink flavoring concentrates软饮料调味浓缩液

有各种性质不同或者程度不同的索赔问题。 通过区分本书的一般的和特殊的信息，要求理赔的信函可以分为两类：一般索赔和说服索赔。

如果一个问题的根源是可以理解的，那么写一般索赔信函就够了。通常一般索赔信函的目标读者会自愿地满足索赔者的要求。在大多情况下，有章可循——合同、银行担保、制造商授权证、保险单以及其他合同类。因此，你可以采取直接的叙述方式，不需要说服对方，而是直接按照这里所列的步骤写投诉信。

例信6：货物污损索赔信

Specimen Letter 6: Importer sending claim on damaged goods

执事先生：

订单号码No. 234

今就我公司昨日收到的骑士营帐篷装运不当一事向你方提出申诉。该批帐篷是根据上列订单订购的。

装帐篷的箱子受到损坏，似乎在运输过程中已被打开。根据你方第678号发票，我们估计有20件帐篷及若干照明附件被盗，价值3,200英镑。由于箱子被翻乱，箱内物品已经起皱或沾上污迹，无法作为新商品在我处出售。

由于是按到岸价订货的，而且负责运货的是你方代理，我们建议你们就赔偿事宜与他们联系。随信附上受损失和丢失的帐篷清单。在收到你方的复信前，该批货物将暂时另行存放。

此致，

特殊的索赔函要求提出更多的解释，要具备更多的正当理由，需要学习一些说服的方法和沟通的技巧。

但是一般索赔和说服索赔的界限很模糊。它取决于许多详细的信息——我们称之为“坐标（coordinate）”。1,000美元对于一个大公司来说，也许算不了什么，但是对于一个小公司却意义非凡。这里重要的内容是：你应该考虑所有的因素，正确地定位，把每个索赔作为特殊的索赔对待。

尽管你可以随意索赔，但如果你用铁定的事实来支持你，这对你是有好处的（参看本章的第一段和“概述”部分）。只有提出合理的、有说服力的证据，你才能达到沟通目标。

4. 回复例信 Replies to Complaints and Claims

在这章的概述中，我们提到投诉和索赔函都是递交到诸如“客户关系”和“售后服务”等部门。如果你在一家中国公司工作，可能由于你是这家贸易公司的双语雇员，公司会把回复的工作交给你。这些特殊要求信以及那些直接邮寄给你投诉和索赔函都需要你费心费时地答复——及时、得体地回复。

针对投诉和索赔的答复统称为“理赔信函”，包括一般的和特殊的，肯定的和否定的信函。有时你可以发出一封确认收到对方投诉或者索赔的信函，就像你处理请求信、询信和订单时的做法一样。有时候，一个迅速而温馨的答复和有形的奖励多产生的效果一样好——比方说，对方收到你的回信，坏心情便会即刻云消烟散。回复也可以是机会，可以得到更多有关投诉问题的信息。

当回复投诉和索赔的信函时，你要意识到自己的定位可能会比较特殊，因为一开始你是重要的读信人，然后就需要自行转换成写信人，且需要表现出善于运用说服策略。

根据责任方是买方还是卖方，对索赔函的肯定答复函分为两种。当责任方变了——即坐标变了——从买方变成了卖方，或者相反，你就不得不调整和改变写作方法、角度、语气、篇幅、甚至是背景信息量。

大多数的公司都会合理地处理投诉和索赔。因为他们明白理赔函的目的是为了挽留顾客。

如果你决定给予索赔，那么就得给对方肯定的答复。这通常是“好消息”信函，可以采取直接的写作方式。因此写起来并不难。

例信7：对投诉的肯定答复

Specimen Letter 7: Positive response (Apologizing) to a complaint

您好：

谢谢您10月21日的来信。我们非常抱歉地了解到您所订的喷墨打印机（提单号BLB-0888）在运输中遗漏了，而把连贯格式打印机作为替代品送到贵公司。我们会立即把您的投诉递交到我们的代表处去调查。

经过审查，我们发现确实存在问题。我们新的自动存货操控系统在数据输入阶段出现了一个小小的疏忽，以至于您的订单号与另一个订单QC-666混淆了。在此对于我们的疏忽给您带来的不便表示深深的歉意。

我们已经准备好了正确的货物，将立即运往您那。一旦准备好了，相关的文件将会即刻邮寄过去。

昨天我们收到了您退回的格式化打印机。我们将退回您的收费。请查收附件中我们的财务详单。

对于我们的疏忽和给您带来的麻烦，我们再次向您道歉。我们已经给您寄了邮件，通知您关于此事的细节，并且附上了这封信的打印件。

顺祝商祺！

例信8：对于错误投诉的否定回复

Specimen Letter 8: Negative replying to an ill-founded complaint

您好：

我们非常抱歉了解到您对订单BH432下的商品不太满意。

在仔细核对了你退回来的商品和我们的参考样本之后，我们没有发现两者有不同之处。这一点已经经过了当地进出口检验检疫局的确认。我们在运输商品之前给您寄过样品，并且在7月4日最后期限日之内并没有收到您的反对意见，对此我们视为双方达成了一致。因此我们以为一切都是顺利的。

综上说述，希望您能够理解我们不能接受您的索赔。

顺祝商祺！

三、练习参考答案

181. Rewriting for Submission

A possible version of Entry 181 for your reference

Dear customer:

It was kind of you to write concerning our china products. We understand the difficulties that you may have met in satisfying your customers.

As you know, before we signed the contract, we had sent you a sample to see whether it measured up to the standards that you set. After you made sure it did, we signed the contract. So it’s not for us to pay for the loss.

Both you and your corporation would like to make your customers happy, so would we. In view of our long-standing business relationship, we suggest that you send the goods left in your store back to us and get replaced at your expense.

Enclosed is a catalogue of some new products of our corporation. If you are interested, please let us know, and you can earn a special discount of 2.5 percent.

Yours faithfully,

182. Rewriting for Submission

A translation of Entry 182 for your reference

先生/女士：

贵司5月6日来函中提到你AD-2号订单项下3,000箱中药材（herbs）运抵到港时，发现50箱变质，对此，我们甚感遗憾。我公司经营出口药材多年，药材于出口前均经严格检验，在国际市场上享有盛誉。但如经证实我公司对货物受损负有责任，我们会主动赔偿。

但是，对这一事件我们必须指出，清洁提单中已注明：货物装船时状态良好。因此，建议你公司向有关船公司提出索赔。

如你公司需向我方再购50箱，以补足变质部分，请即通知，我公司很愿照办。

A possible version of Entry 182 for your reference

Dear Sirs:

We have received your letter of May 6, from which we learned that you found that 50 cases of herbs had gone bad when they arrived at the port. We refer to the your order AD-2 for 3,000 cases of herbs.

As globally reputable herbs exporters, we always have our goods strictly examined before exportation. And we would like to point out that the clean waybill has affirmed all goods were in good condition before the shipment. So it would be advisable if you lodge a claim against the shipper.

Please tell us if there is anything we can do. We are always ready to offer you our best services.

Sincerely yours,

183. Rewriting for Submission

A possible version of Entry 183 for your reference

We learned from your letter of May 6 that 50 of the 3,000 cases of herbs delivered under Contract AD-2 to your destination deteriorated. We can certainly share your concern over what would lead to inconvenience in meeting the requirements from your clients.

We have been a herbs exporter for herbs for many years, and all the herbs for overseas markets are strictly examined before exportation. Highly reputable in the international market, we are willing to compensate if we are accountable for the loss of goods.

And we have to point out that when the herbs were picked up from us and shipped they were in good condition and it was clearly stated in the Clean Bill of Lading. We, therefore, have enclosed two claim forms which you may complete and forward to the shipping company to claim for compensation.

And, of course, we shall be happy to supply you with copies of the substantiating data that we have.

Please inform us if your company needs to purchase another 50 cases of herbs to make up the lost part, and we are glad to be of service to you.

184. Rewriting for Submission

A possible version of Entry 184 without much correction

We learned from your letter of 6th May that upon arrival at the port, 50 cases of herbs were found spoiled out of the 3,000 cases supplied to your order No. AD-2. We regret this inconvenience and certainly understand your position on this matter.

Our company has been engaged in the exportation of herbs for many years. All of our products go through strict inspection before being exported and enjoy a high reputation in international markets. We are always willing to make compensation if our company is proved to be responsible for the damaged goods.

However, in this case we have to point out that our goods were in good condition on the date of shipment, as stated in the Clean Bill of Lading. We, therefore, suggest that you make a claim to the relevant shipping company.

Provided that you want to reorder 50 cases from us to replace for the lost goods, you may inform us as soon as possible. We are always pleased to help you in any way possible.

附上以往学期学生提交的本题作业。供学生讨论、练习修改或作考试试题用。

A student submission without commenting from the author

Dear Sirs:

We are sorry to learn from your letter of May 6 that 50 out of the 3,000 cartons Herbs supplied to your Order No, AD-2 were found deteriorated on arrival at the port of destination.

We have been exporting Herbs for many years. All our Herbs are subject to strict inspection before export and enjoy a good reputation on international markets. But for any possible deterioration for which we are found liable, we shall always be ready to compensate.

In this particular case, however, we have to point out that the goods were in good condition when shipped, which was clearly stated in the clean Bill of Lading. We, therefore, suggest that you file a claim against the shipping company for compensation.

Should you wish to place an order for a new batch of 50 cartons to make up for your deteriorated goods, please let us know and we will be willing to do so.

Yours faithfully