【Task Description】任务描述
When the goods arrive at the business premise of Bright Idea Company after customs clearance, Andy Burns, the purchasing manager conducts an inspection on them. The inspection result shows inadequacy in the packaging, wrong delivery and shortage in number. Upon receiving Andy Burns’ correspondence requesting compensation about the damage of the goods, Zheng Hao communicates with the freighter and supplier to find the reasons and distinguish the responsibilities, and then sends to Andy Burns a business correspondence which explains his position and solution.
【Knowledge Link】知识链接
买卖双方发生争议的原因很多，主要可归纳为三种情况：一是由于卖方不履行或不完全履行合同规定的义务，如不履行交货的义务或虽然交货但货物的品质、数量、包装或交货时间不完全符合合同规定；二是由于买方不履行或不完全履行合同规定的义务，如不能按照合同规定支付货款或开出信用证、无理拒收货物等；三是由于合同条款欠明确，如“立即装运”、“即期装运”在国际贸易中无统一的解释，买卖双方对此理解不一致或从本身的利益出发各执一词。
为防止发生争议以及发生争议后能获得妥善的处理，除针对不同交易条件规定相应的预防性条款，如品质公差、溢短装条款等以及商品检验条款外，在国际贸易中还需要考虑索赔、不可抗力和仲裁等问题，并在买卖合同中做出必要的规定。
【Task Underway】任务进行
安迪收到货物后，向郑好提出货损索赔。
Dear Mr. Zheng Hao,
This refers to the recent shipments of pencils covered by our order No.5986. We would like to bring to your notice that the goods arrived are in such an unsatisfactory condition that we cannot but lodge a claim against you.
It was found upon examination that:
1) Packing of the pencils is really bad. How could you pack the pencils of all the variants in carton? It’s difficult for us to check & prepare the documents. We had to give an additional man power for counting the pencils, which inevitably resulted in extra expenses amounting to $750.00. We expect compensation from you for this.
Please make a note that in future supplies of the loose cartons must contain only 1 variant in 1 loose carton. You mix all the variants in 1 loose carton which leads to confusion & also it’s really very difficult for us to count.
2) In carton No.33, we opened this carton and found it containing completely different articles, and we can only presume a mistake was made and the contents of this carton were for another order.
As we need the pencils we ordered to complete deliveries to our new customers, we must ask you to arrange for the dispatch of replacement at once. Meanwhile, we are holding the above-mentioned carton at your disposal. Please advise us what you wish us to do with it.
3) With reference to cabernet and terracotta, we have just received 19,970pcs and 29,960pcs. 30pcs and 40pcs are short shipped. The cartons were intacted and didn’t show any sight of damage in transit. Obviously, the shortage is attributed to the omission in packing. Pls forward short shipped qty to make up gaps ASAP.
Pls give me your comment.
Thanks & Regards.
Andy Burns
郑好回复安迪货损索赔。
Dear Mr. Andy Burns,
With reference to your e-mail of Sept 6th, in which a claim was lodged for bad packing, wrong goods delivered and short shipped, we wish to express our deepest regret over the unfortunate incident. You must have had much difficulty in meeting the orders of your clients.
1) Regarding bad packing, I checked your packing requirement in P/O and found that I misunderstood your requirement. It is our faulty. So, we will undertake your extra expenses $750.00 which will be deducted from your next order.
2) As to Carton No.33 not containing the goods you ordered, we go into the matter, and find that a mistake was indeed made in the packing through a confusion of numbers, and we have already arranged for the right goods to be dispatched to you at once.
Pls keep carton No.33 and its contents until they are called for by our Commercial Counselor’s Office, whom we have informed of the matter accordingly.
3) Further to short shipped, after a check-up by our staff at the workshop, it was found that both of worker and QC omitted counting qty during the goods packing which results in short shipped. This was due entirely to negligence on the part of the workshop. Short shipped qty will be shipped to you together with right goods of carton No.33.
We hope this matter will not affect our good relations in future dealings.
Thanks & Best Regards.
Zheng Hao
【Communication Skills】沟通技巧
（1）通常情况下，客人写抱怨或索赔信函是为了获得更好的服务，所以对客人抱怨或索赔的回复写得越具体、明确，抱怨或索赔越容易处理。
（2）一般来讲，应对客人抱怨或索赔的对策有三个：
① 同意客户的要求。
② 对客人的要求做一些调整。
③ 拒绝客人的要求。
（3）无论采用何种对策，回复的结尾都要向对方表示敬意，表达进一步合作的愿望，但注意结尾不要写本回复中未讨论的内容。
【Task Extension】任务扩展
Letter 1
Regarding Order No.2348
Dear Mr. Zhang,
We regret having to inform you that DCP covered by our order No.2348 and shipped per S.S. “Orient” arrived in unsatisfactory condition. After carefully examining the goods received, one of our important clients, Kita-Nippon Electric Cable Ltd. found that 7 packages of DCP had been caked. We have received official complaints from them and they returned 350kgs of caking products to our company.
We made careful inspection of them and confirmed the caking lumps in all returned products. As the goods are quite unsuited to the needs of our customers, we have no choice but to ask you to take them back and replace them.
In order to prevent the same trouble in the future, may we ask you to make an investigation and take proper measures? Meanwhile, we would like to request your shipments during June and October to be made by reefer containers (now only shipments during June and September are made by reefer containers).
We highly appreciate your cooperation and expect further development of business between us.
Best regards!
Letter 2
Reply to the Above
Dear Mr. Meyer,
We are sorry to learn from your letter dated October 24th, 2017 complaining about the caking of DCP we sent you by S.S. “Orient”. Thank you for bringing this matter to our attention.
We shall immediately make a thorough investigation which, however, will take a little time, and shall advise you of the result upon the conclusion of our enquiry.
For your information, we arranged for the replacement to be dispatched to you upon receiving your letter and shall do everything we can to ensure that nothing like that will happen again.
As for your request for shipment during June and October by reefer containers, we have taken this matter up with Logistics Department and they agreed to your proposal.
We apologize for any inconvenience we have caused.
Best regards!
Letter 3
Complaint about Delay in Shipment
Dear Sirs，
Referring to our order of Feb 5th for 5,000pcs of microfiber blanket, we shall be glad to know when we can expect delivery of the goods, which are required urgently. Needless to say, we have been put to great inconvenience. Therefore, it is imperative that you lose no time in informing us of the earliest possible shipment. Should you fail in discharging your obligations we should be compelled to cancel the order.
Please look into the matter as one of urgency and advise us your comment by the earliest opportunity.
Sincerely yours,
【Writing Q&A】写作答疑
在抱怨或索赔信函中，如果决定对客户的索赔要求做一些修改，应该如何书写呢？
在面对客户的索赔要求时，卖家对客户的要求可以做一些修改或让步，并不完全满足客户的要求。运用此策略时，卖家回复的文首部分通常是“Thank you”或“We are sorry that …”和对所出现问题的简要重复。示例如下：
1.“We are sorry that our last shipment was found short-quantity upon its arrival.”
2.“Thank you for advising us the problems you have suffered.”
回复信函主体部分主要解释为什么对对方的要求进行修改，提出修改为什么是公平的，公司的政策是什么，修改是如何合理解决双方问题的。
回复的结尾部分要礼貌、热情。希望客户满意所做的调整。但要注意，结尾部分不能包含任何在前述回复中没有讨论过的问题。
【Useful Expression】交流表达
1. We regret having to inform you that… 我们很遗憾地通知您……
We regret having to inform you that DCP covered by our order No.768 and shipped per S.S “Orient” arrived in unsatisfactory condition.
我们很遗憾地通知您768号订单的过氧化二异丙苯的发货无法令我方满意。
We regret having to inform you that it is impossible for us to deliver the goods.
我们很遗憾地通知您无法发货。
2. We apologize to …for … 我们为……道歉……
We apologize to you for causing you a good deal of inconvenience.
很抱歉给您造成不便。
We apologize to you for the damages due to poor packing which is not adequately reinforced.
很抱歉，损坏主要是由于没有很好加固、包装极差造成的。
3. On going into the matter we find that… 经过调查我们发现……
On going into the matter we find that this consignment is not up to the standard stipulated in the contract.
经过调查我们发现这批货的质量低于合同规定的标准。
On going into the matter we find that you shipped bulk goods not corresponding in quality with the sample.
经过调查我们发现你们运来的这批货与样品的质量不相符。
On going into the matter we find that the damage was due to rough (careless) handling during transit.
经过调查我们发现损坏是由于运输中操作不小心造成的。
4. file/make/lodge a claim… 提出索赔……
If the cargoes cannot be found within a few days, we will file our claim for the full settlement of them.
若数日内货物不能运到，我们就提出全额清偿索赔。
A claim for damage will be filed on us together with your surveyor’s report as evidence.
具体索赔要求，将随同公证行的检验报告一起提交我方。
We filed a claim with (against) you for the short weight.
关于短重问题，我们已经向贵方提出索赔。
5. With reference to… letter of … 根据……的来信
With reference to your letter of May 2nd, 2008，we are glad to inform you that there have been a great demand for the article.
根据您2008年5月2日的来信，我们很高兴地通知您我们需要大量该商品。
With reference to your letter and as per your request we are forwarding here with samples of HUSK 95%.
参考你的来信以及按照贵方要求我们随函附上含量为95%的车前子样品。
6. make … a compensation for… 为……赔偿……
We will make you a compensation of US$5,000 for the broken bags of chemical fertilizer.
因化肥包装破损我们愿意赔偿5 000美元。
The Japanese Company agreed to make us a compensation for the defective watches by 4% of the total value.
因手表有瑕疵，日本公司愿意赔偿总价的百分之四。
7. We are writing to complain about… 我们去函投诉……
We are writing to complain about the shipment of our order No.368.
我们去函投诉368号订单货物。
We are writing to complain about the discrepancy in colors between the received materials and the samples.
我们去函投诉收到的材料和样品颜色不同。
【Notes】词汇与短语
1.claim n. 索赔，赔偿要求
表示索赔的原因，一般接介词for，如claim for damage；表示索赔的金额，一般地接介词for，如claim for USD10,000；表示对某批货物索赔，一般接介词on，如claim on the goods；表示向某人索赔，一般接介词against，如claim against the underwriters。
2.lodge v. 提出（索赔、申诉、抗议等）
e.g. We shall lodge a claim against you for all the losses incurred as a consequence of your failure to ship our order in time.（由于贵方未能按时交货，我方对由此而遭受的全部损失将向贵方提出索赔。
e.g. The buyer has the right to lodge a claim on the defective goods.（对于不合格的货物，买方有权提出索赔。）
3.attribute v. 把……归因于（和介词to 连用）
e.g. The investigation made by the Commodity Inspection Bureau has revealed that the damage is attributed to improper packing.（商检局的调查表明，货物的损坏系由包装不良所致。）
attributable adj. 可归因于（后接介词to）
e.g. The damage is attributable to improper packing.（损坏系由包装不良所致。）
4. variant n. 不同颜色的化妆笔
5. loose carton 外箱
6.inevitably adv. 不可避免地，必然要发生地
e.g. Competition inevitably gives the business an incentive to raise productivity.（竞争必然会刺激企业提高生产力。）
inevitable adj. 不可避免的，必然要发生的
e.g. It is almost inevitable that the case in dispute shall be submitted for arbitration.（此项争议提交仲裁几乎是不可避免的。）
7.compensation n. 补偿，赔偿
compensation trade 补偿贸易
make compensation for sb’s losses 对某人的损失给予补偿
e.g. Buyers claim a compensation of USD3,000.（买方要求赔偿3 000美元。）
compensate v. 补偿，赔偿
compensate for 补偿或赔偿
compensate sb for 因为……向某人补偿或赔偿
e.g. If we were at fault, we should be very glad to compensate for your losses.（如果责任在我方，我们将乐于赔偿贵方损失。）
8.faulty adj. 有缺陷的，有缺点的
faulty goods 有毛病的货物
faulty packing 有缺陷的包装
e.g. Please let us know if you will take the goods back or make us an allowance for the faulty quality.（请告知贵方是愿收回这批货还是愿对这批品质有毛病的货物给予折价。）
9.replacement n. 替代，替换物
replacement cost 更新成本
replacement investment 更换投资
replacement of goods 更换货物
e.g. We want your delivery of the goods to be exact to the sample. Any replacement of the goods will not be accepted.（我们要求贵方严格按样品交货，任何替换都将不予接受。）
10.at one’s disposal 由某人使用（或支配、处理等）
e.g. We put the business at the exclusive agent’s disposal in Germany.（我们把在德国的业务交由那里的独家代理全权处理。）
disposal n. 处理，出售
e.g. We are for the quick disposal of these outstanding business affairs.（我们主张迅速清理这些未了的业务事项。）
dispose v. 使有意于，使倾向于
e.g. Changes in the situation dispose buyers to withdraw from the market.（情况的变化使买主倾向于退出市场。）
dispose of ph .v. 卖掉；处理掉
e.g. There is a chance to dispose of another 200 tons.（还有可能再卖200吨。）
be (feel) disposed to（to 是不定式符号）愿意，倾向于
e.g. They are not (or: do not feel)disposed to make large purchases.（他们不愿大量购买。）
11.do with ph. v. 对付，处置
e.g. The businessman did not know what to do with himself in that case.（该商人在此种情况下不知所措。）
12.further to 继……
e.g. Further to our mail of June 16th, we have today sent you our latest price list for your reference.（继我方6月16日去信，本日寄去我方最新价格单供贵方参考。）
13. call for 去取（某物）
14. incident n. 普通事件，附带事件，小事件
e.g. We hope this incident will not mar our pleasant relations.（我们希望这个事件不会损害我们之间的良好关系。）
incident adj 伴随着发生的
incidental adj 伴随着发生的（与形容词incident 同义，一般可通用。下面例句中的incidental 也可换用incident）
e.g. The cases must be strongly secured to avoid damage incidental to long sea voyage.（箱子必须捆扎牢固，以免在长途海运中发生损坏。）
但incidental expenses（杂费）习惯上不用incident。
15.workshop n. 车间
16.transit n. 运输，运送，通过，运行
transit goods 转口货物
goods in transit 路货
transit clause 转运条款
transit depot 转运仓库
transit duties 过境税
e.g. It is quite clear that the damage occurred in transit.（很明显，货损是在运输途中发生的。）
17.negligence n. 疏忽，粗心大意
e.g. With reference to our order No.4751, we have to inform you that owing to your negligence in packing, several cameras were damaged to such an extent that we were compelled to dispose of them at a greatly reduced price.（关于我方订单4751号，我们必须通知贵方，由于贵方包装疏忽，好几台照相机损坏严重，以至于我们被迫大幅度削价予以处理。）
18. result in导致，引起
e.g. We confirm mails exchanged resulting in the sale to you of 20 metric tons Licorice.（兹确认售与贵方20吨甘草的往来邮件。）
result from ph. v. 产生于
e.g. We confirm the sale to you of 20 tons Licorice resulting from mails exchanged.（经过双方邮件往来，我们确认卖给你们20公吨甘草。）
注意以上2个例句中的现在分词resulting 均不可写成过去分词resulted，因result是不及物动词。
19. needless to say 不用说，不言而喻（通常用作插入语）
e.g. Needless to say,after the business season, we will run the risk of the toy market being bear.（不言而喻，旺季过后我们就会冒玩具市场下跌的风险。）
20. put sb to 给某人造成（麻烦、花费等）（to 是介词，后接名词）
e.g. The delay in delivery has put us to a predicament.（该批货物的迟交使我们陷入困难境地。）
21.imperative adj 必须的，绝对必要的
常用句型为it is imperative that…。that 引导的从句用虚拟语气，但should 常常省略。
e.g. It is imperative that the buyer(should) establish the relative L/C one month before shipment.（买方必须在装船前一个月开立信用证。）
与imperative用法类似的词有necessary、essential、desirable、important等。
e.g. It is desirable that you (should) immediately get the above-mentioned goods ready for shipment as we are in dire need of them.（希望你们立即将上述货物备妥待运，因为我们急需此货。）
22.lose no time 立即，不失时机
lose no time in doing sth立即做某事，抓紧时间做某事（in 有时省略）
e.g. We should lose no time in inspecting the goods from abroad at our port prior to the expiration.（在有效期内我们应抓紧时间检验到达我方港口的国外来货。）
23.discharge v. 履行，卸货
discharge one’s duty 履行职责
discharge one’s debt 清偿债务
discharge sb from an obligation 免除某人的义务
discharge cargo from a ship 从船上卸下货物
discharge a ship of her cargo 把货卸下船
e.g. The ship is discharging goods at Hamburg docks.（该货轮正在汉堡码头卸货物。）
discharge n. 履行；卸货
e.g. The discharge of this cargo will not take long.（卸货时间不会很长。）
discharge of liability (or:obligation) 履行责任
discharge receipt 卸货收据
option of discharge 卸货港选择权
port of discharge 卸货港（与port of destination 不一定完全一致。在转船的场合下，port of discharge 指转船港）
discharging adj. 卸货的
discharging expenses 卸货费用
24.obligation n. 责任，义务
e.g. The sellers are under obligation to complete the delivery of the goods within the contractual time of shipment.（卖方有义务在合同规定的装运期间完成交货工作。）
25.compel v. 强迫，迫使（常用结构为compel sb to do sth）
e.g. In fact, our manufacturers are compelled to decline orders because of the shortage of raw materials.（实际上，由于原料短缺，我们的生产商不得不拒绝订单。）
26.cancel v. 撤销，取消，删去
cancellation n. 撤销，取消，删去
e.g. We sincerely regret the inconvenience that this cancellation of the order has caused you.（这次取消订单，为贵方带来诸多不便，我们深表歉意。）
27.urgency n. 紧急，急迫，紧急的事
in urgency 紧急
the urgency of the situation 局势的紧迫性
a matter of great urgency 非常紧急的事情
