13外贸函电-投诉、索赔和理赔-12-07

2014-12-07外贸函电InternationalBusinessCorrespondence在执行合同的过程中，签约双方都应该严格履行合同义务。如果一方未能履行或未能全部履行自己的义务，即构成“违约”。在这种情况下，受损方失的一方要求改善或补偿时，即为“投诉”；受损方有权根据合同规定向责任方提出损害赔偿的要求，即“索赔”；责任方就受损失一方提出的要求进行处理，即“理赔”。索赔必须在合同规定的有效期内提出，否则违约方可以不受理。时间期限一般为货到后30天。如果合同没有明确规定，或者货检不易发现缺陷的，一般不超过两年。第十一章投诉、索赔和理赔索赔和理赔的情况时有发生，即使双方都很小心，仍然会有相关情况的发生。解决争议，须要经过双方的平等协商，从而理顺贸易关系，解决业务纠纷。当损失发生但损失并不严重时，遭受损失的一方不会提出要求赔偿金的索赔。往往会写一封投诉信函，以提醒对方注意避免类似情况再次发生。常见问题如下：1.货物被送错2.货物品质不符合要求3.货物有瑕疵或损坏4.货物运送延误赔偿内容通常有以下几种：1.请求赔偿损失2.请求补运3.请求调换4.请求修理5.请求减价或折让6.请求退还货款，并赔偿损失索赔程序：1.索赔声明发现问题后应在合同索赔期内通知对方，并声明保留索赔权利。2.准备证明文件索赔时务必提出证据，作为证明的文件。3.正式索赔备齐证明文件，发出索赔函电。索赔解决方法：1.和解（Compromise）2.调解（Mediate）3.仲裁(Arbitration)4.诉讼(Lawsuit)第十一章内容第一节索赔与理赔信函第二节范例讲解第三节教材范例第一节索赔与理赔信函一封索赔信是为了说服对方索赔者有合情合理的投诉理由，并应该得到相应的答复。索赔信必须非常专业、条理清晰，否则索赔者很难得到对其有利的反馈。要注意：1.迅速及时地索赔。如果出现问题要尽快通知对方，以免过时无效。2.详细明确。一般来说，索赔的目的是为了获得更好的服务，信写得越具体就越容易使对方处理索赔。3.语气婉转。避免情绪激动，感情用事。用词和语气既要坚定有力，一针见血又要客气婉转，不失礼貌，不至使其过于难堪。4.引据准确。为了有说服力，经常要引据合同条文或证明文件，这就要求前后一致。不能草率马虎，使自己处于被动和不利地位。回复索赔信的信函被称为理赔信。撰写理赔信必须谨慎小心因为它在处理问题中扮演着重要的角色。理赔信不仅是为了表明已做好解决问题的准备，还应该争取使对方相信所发生的错误只是一次失误，并非故意为之。第一节索赔与理赔信函FrameworkofthelettersLettersofclaimsExplaintheproblemwithdetailedinformation.Wehavejustreceived…evidencing…Weregrethavingtoinformyouthat…arrivedin…20%ofthepackageshadbeenbroken…Itwasfoundthatuponexamination…第一节索赔与理赔信函StatetheinconvenienceorlossthathasresultedfromthiserrorThematerialsarequiteunsuitedto…Thesegoodsareentirelyuselesstous…Thishascausedusmuchinconvenience…第一节索赔与理赔信函StatehowyouwishthereadertoactWewishtogetyourearlyreply.Welookforwardtoyoursettlementatanearlydate.第一节索赔与理赔信函FrameworkofthelettersLettersofadjustments---AgreetogranttheclaimRegretfortheinconveniencecausedtothereaderWewishtoexpressourdeepestregretcovertheunfortunateincident…Weareextremelysorryforthelatedeliveryof…Weregrettheinconvenienceyouhaveexperienced…第一节索赔与理赔信函ExplainreasonsoftheproblemandexpressthewishtogranttheclaimAnotherthoroughcheck-uprevealsthat…Thewrongpiecesmaybereturned…Wearepreparedtomakeyouareasonablecompensation.第一节索赔与理赔信函WishtocooperatewiththereaderagainWehopethiswillnotaffectourfriendlyrelationship.Wewishtobeabletoserveyouinfuturebusinesses.Inviewofthefriendshipbetweenus…第一节索赔与理赔信函FrameworkofthelettersLettersofadjustments---RefusetogranttheclaimShowyourregretfortheinconveniencecausedtothereaderWeverymuchregretthat…Wewishtoexpressourdeepestregretovertheunfortunateincident…Weregrettheinconvenienceyouhaveexerieced…第一节索赔与理赔信函ExplainreasonsoftheproblemandmakeyourpositionclearAfteracheck-upwefoundthat…Theshipmentyoucomplained…Weareoftheopinionthat…Inordertosettletheclaimquickly…第一节索赔与理赔信函StatethereasonwhyyoucannotgranttheclaimandmakesuggestionsWeregretbeingunabletoacceptyoursuggestionto…Asthisisamatterconcerninginsurance,wehopeyouwillreferitto…第一节索赔与理赔信函WishtocooperatewiththereaderagainWehopethiswillnotaffectourfriendlyrelationship.Wewishtobeabletoserveyouinfuturebusinesses.第十一章内容第一节保险信函第二节范例讲解第三节教材范例SamplelettersLetter1:ComplaintondefectiveDearMr.Smith,Wehaverecentlyreceivedanumberofcomplaintsfromcustomersaboutyourclockswhichwereclearlynotgivingsatisfactionandinsomecaseswehavehadtorefundthepurchaseprice.Theclockscomplainedaboutarepartofthebatchof500suppliedtoourorderNo.908of2ndApril.Thisorderwasplacedonthebasisofasampleclockleftbyyourrepresentative.Wehaveourselvescomparedtheperformanceofthissamplewiththatofanumberoftheclockscomplainsaboutandthereislittledoubtthatmanyofthemdonottelltherighttime.Thecomplaintsreceivedrelateonlytoclocksfromthebatchreferredto.Clockssuppliedbeforethesehavealwaysbeensatisfactory.Wearethereforewritingtoaskyoutoacceptreturnoftheunsoldbalance,amountingto503clocksinall,andtoreplacethembyclocksofthequalityourearlierdealingswithyouhaveledustoexpect.Yourssincerely,SamplelettersLetter2:DearMr.Wang,OurorderNo.098ofMarch9forplasticshasnowbeendelivered.Wehaveexaminedtheshipmentcarefullyand,toourgreatdisappointment,foundthattheyarenotofthequalityofourorder.Thematerialsdonotmatchthesamplesyousentus.Thequalityofsomeofthemissopoorthatwefeelthatamistakehasbeenmadeinmakinguptheorder.Thegoodsdonotmatchtherequirementsofourcompany.Wehave,therefore,nochoicebuttoaskyoutotakethematerialsbackandreplacethemwithmaterialsofthequalityweordered.Weareverykeentoresolvethismatteramicably.Ifyoucanreplacethematerials,wearepreparedtoallowtheagreeddeliverytimetorunfromthedateyouconfirmthatyoucansupplythecorrectmaterials.Welookforwardtoyourearlyreply.Yourssincerely,Situation1Wahahahasreceivedboththeshampoomachinestheyorderedandthelettercontainingacopyoftheinsurancepolicy.However,someproblemshavebeenfoundinthisshipment.Thetypeandspecificationoftwosetsofprocessingmachinesarenotinaccordancewithwhathasbeenagreedinthecontract.SoWahahadecidestolodgeaclaim.一、CaseStudySituation2TheStrongbaseCompanyhasnotrealizedthemistaketheymadeintheearliershipmentuntiltheyreceivetheclaimletterfromWahaha.NowtheStrongbaseCompanywillsendanadjustmentlettertoWahaha,informingthemaboutthemeasurestheywilltaketoremedytheirmistake.一、CaseStudyAnletterofinsurance