【Task Description】任务描述
Andy Burns, the purchasing manager of Bright Idea Co, Ltd. has recently received the complaints and claims for compensation from the distributors. Main problems they put forward include wrong product specification, wrong color of the pencil holder, the shrinking pencil refill, heavy metals in the pencil refill, and microorganism detection below standard. Andy Burns instantly feeds back to Zheng Hao, who communicates with the supplier at once to find the reasons. After that, Zheng Hao writes back to Andy Burns, stating his position and solution.
【Knowledge Link】知识链接
卖方交货的品质不符合合同规定，在有的国家法律中若违反合同中的带实质性的主要约定条件，属于违反要件；在有的国家法律中属于致使另一方无法取得该交易的主要利益的重大违约；联合国国际货物买卖合同公约则规定品质不符合合同要求实际上剥夺了一方当事人根据合同规定有权期待得到的东西，即根本违反合同，据此受损害的一方有权解除合同，并可要求损害赔偿。
索赔是指买卖双方中的一方违约，而受损害一方要求赔偿的行为；理赔则是违约方对于索赔的处理。买卖双方为了在执行上有所依据，一般在合同中都订有索赔条款。在国际贸易货物买卖合同中可根据不同的需要，订立不同的索赔条款。通常采用的主要有“异议与索赔条款”和“罚金条款”两种。
【Task Underway】任务进行
安迪·伯恩斯先生将销售商提出的货物品质问题反馈给郑好，对货物质量提出异议。
Dear Mr.Zheng Hao,
This refers to the recent supply of 300px eye & lip pencils with black body against our Order EM/10739/2016. Some of them are so poor that we can’t help feeling there must have been some mistakes in making up the order.
The materials are quite unsuited to the needs of our customers. Please see the Q.A. report below. Pencils are failing in Micro. We are sending you the samples for your reference.
Refer to: supplies of HEFEI Pencils for B. Buzz vide GRN 54315.
Out of 15 variants, only 6 came out OK in micro tests while all other failed for disease causing bacterial contamination.
All the variants showed heavy shrinkage of lead at 55℃, a factor which we have repeatedly raised but not improved so far. Melting Point has been found low in 3 variants (56℃-57℃).
Like last time, the pencils with existing caps will not fit in the tray as the total height is more. (Why no improvement?? What is the use of confirming & reconfirming the drawing every time then??)
The barrel color is varying. This variation was more in Chocolate & Purple, which was not accepted by Sales.
We have no choice but to ask you to take them back and replace them with materials of the quality ordered. Please let me know how you are going to settle this case with us.
Best regards!
Andy Burns
郑好回复安迪·伯恩斯提出的质量异议。
Dear Andy Burns,
We are in receipt of your mail dated Jan 25th and regret to note your complaint about the pencils we sent to you by order No.EM/10739/2015.
We have looked up the matter at our side and following please find our comment.
1) 300px pencil’s total length with clear cap will be controlled strictly within 131-133mm in next order. The diameter of barrel will be controlled within 7.6-7.7mm in next order.
2) Barrel color variation is a repeating problem & will be controlled.
3) Regarding Micro, workshop feel very confusing that why part of colors is OK while all other failed. The goods were produced in one lot. In addition, workshop’s lab made Micro test before shipping the goods and the result showed no staphylococcus aureus, salmonella, e-coli, pseudomonas aeruginosa. Workshops are waiting for your samples and test it again. I think it must be better for us to improve quality level if you can visit our workshop.
4) As to shrinkage & melt point is low, it is a very complicate problem. Workshop has arranged technician to tackle these problem and test ingredient again and again. But as you know, this procedure will take more time. Please understand it.
At any rate, we thank you for bringing this to our attention.
Best regards!
Zheng Hao
【Communication Skills】沟通技巧
买方“收到”货物并不意味着已经“接受”货物。他对货物是接受还是拒收，取决于他对货物的检验或查看的结果。卖方对货物品质的保证一直延续到客人收到货后一段合理时间内。所以针对客人提出的质量异议要积极回应：
（1）弄清楚货物品质致损原因是发生在所采用的贸易术语规定的风险划分地点之前还是之后。之前的话，就是卖方承担。之后的话，建议买方请第三者（一般为专业的检验机构或称公证机构）对商品的品质进行检验和鉴定并出具相应的检验证书，凭此或保险单向承运人或保险公司索赔。
（2）如卖方承担品质责任，卖方应对买方提出的品质问题，逐一回复，能解决的立刻解决；暂时不能解决的，应告知客户解决思路或解决办法，最好一并告知解决的大致时间表。
（3）回复品质索赔信函，一定要及时，回复内容明确，切忌拖拉，回复内容不能含混不清，推卸责任。
【Task Extension】任务扩展
Letter 1
Claim Rejected
Dear Sirs,
We have received your mail d.d. Mar 3rd and regret to note your complaint respecting the Woolen Goods we sent you by S/S “ZHONGSHAN”.
We have looked into the matter in our records, and so far as we can find, the goods in question were in first-class condition when they left here, as was evidenced by the Bill of Lading. It is, therefore, quite obvious that the damage complained of must have taken place in transit. In the circumstances, we are apparently not liable for the damage and would advise you to claim on the shipping company who should be held responsible.
If you felt necessary we shall be pleased to take the matter up on your behalf with the shipping company concerned.
Yours faithfully,
Letter 2
Our Order No.234 for Chemical Fertilizer
Dear Sirs,
We have just received the Survey Report from Shanghai Commodity Inspection Bureau evidencing that the captioned goods unloaded here yesterday was short weight 560 kgs. A thorough examination showed that the short weight was due to the improper packing, for which the suppliers should be definitely responsible.
On the basis of the SCIB’s Survey Report, we hereby register a claim with you for GBP 130.00 in all.
We are enclosing the Survey Report No.(98) 607 and look forward to settlement at an early date.
Yours faithfully,
【Writing Q&A】写作答疑
在回复信函中对于同意客人的索赔要求，应该如何书写呢？
如果你同意客人的索赔要求，回复信函是容易书写的。此类信函通常以道歉或好消息开始。示例如下：
“We wish to express our deepest regret over the unfortunate incident.”
“Enclosed please find our cheque for …This is the amount that you were overcharged on our recent invoice.”
信函主体部分内容要详细说明是要求买方将货损货物退回还是将货损货物项下款项退回买方，款项退回的方式是什么。同时，可利用其中一个段落来介绍新产品或说明公司将如何确保此类问题不再发生，其后再次道歉并保证未来订单将得到很好的执行。
结尾部分应礼貌，同时希望未来继续保持良好的合作关系。
【Useful Expression】交流表达
1. We were very sorry to receive your complaint that the material you received was not of the quality expected.
非常抱歉获知贵方所收到的货物未如预期。
2. We have been supplying the same material for some time and have had no complaints about it so far.
我方提供相同货物已有一段时间，至今未收到索赔。
3. The misplaced pieces may be returned to us per next available steamer for our account, but it is preferable if you can dispose of them in your market.
错发货物可以由我方承担费用配下一班船退还我方，但如果贵方能够在贵方市场处理该货，那是最好不过了。
4. Upon examining the goods, we discovered to our surprise that they were altogether inferior in quality to the sample on which basis we placed the order.
检查货物后，我方吃惊地发现货物品质与成交样相去甚远。
5. The whole parcel is quite useless to us and we hold the goods at your disposal pending your reply. Meanwhile, we are storing them at your expense.
整批货物对我们毫无用处。贵方回复前，我方代为保存该货，等候处理。同时，仓储费由贵方承担。
6. We find that the quality of your shipment is not in conformity with the agreed specifications. As the goods become unsalable and useless to us, we lodge a claim against you for the amount of…
我方发现贵方货物的质量与商定的规格不符。由于货物卖不出去，对我们毫无用处，我们现向贵方提出索赔，金额为……
【Notes】词汇与短语
1. match v. （品质、颜色、设计等）相配、相称；比得上 n. 相配之物
e.g. The shipment does not match the sample you sent us last month.（这批货与贵方上月寄来的样品不符。）
e.g. This is the closest match to your counter-sample.（此货和贵方复样最为接近。）
2. cannot help 不禁，不得不［与cannot but意思相同，美国还用cannot help but（后接不带to的不定式）］
e.g. As the goods are not identical with the L/C, we cannot help lodging a claim against you.（由于这批货物与信用证不符，我们只好向贵方提出索赔。）
3. be unsuited 不适合……，不适应（后接介词to 或for）
e.g. The style of clothes you provided last month as sample is unsuited to our clients’s request.（上月贵方提供的样品服装款式不适合我方客户的要求。）
4. have no choice but别无选择只有……（后接带to的不定式）
e.g. As you failed to make delivery in time, we have no choice but to cancel our order with you.（由于贵方未能及时交货，我们只有取消订单。）
5. settle v. 调停，解决；偿付
settle an argument 调停（或解决）争论
settle a claim 解决索赔
settle a dispute 调停（或解决）争执
settle an issue 调停（或解决）争端
settle an account 清算账目
6.complaint n. 不满，抱怨，申诉
complaints and claims 抱怨和索赔，申诉与索赔
lodge(or: make; or: lay) a complaint against sb 对某人提出诉讼
7. respecting prep. 关于；由于；鉴于
with respect to 关于
in respect of 就……而言
8. look up ph. v. 寻找，查找，查阅
e.g. For further information about the product, please look up the catalogs we sent you last Saturday.（有关该产品的更多情况，请查阅我们上星期六寄给贵方的商品目录。）
9.first-class adj. 第一流的，一级的
e.g. Unless you can give us an assurance that you will in future provide us with first-class quality we shall reluctantly have to go elsewhere.（除非你们保证今后向我们提供最佳品质的货物，否则我们将被迫转向其他地方购买。）
10. damage n. 损坏，损害，损失 v. 损坏，损害
damage allowed as general average 可作共同海损的损失
damage by water 水损
damage in transit 运输途中的损坏
damage suit 损害赔偿诉讼
damage through contact with other cargo 与其他货物接触的损坏
sea water damage 海水侵蚀
e.g. We can assure you that the goods were in good order when left here and the damage must have occurred during transit.（我们可以肯定货物离开此地时情况良好，损坏一定是在运输途中发生的。）
11. apparently adv. 明显地，显然；表面上地
e.g. The sellers are apparently in fault.（过错显然在卖方。）
apparent adj. 明显的；表面的
apparent condition 表面状态
apparent damage on discharge 卸货时外表明显损坏
e.g. It is apparent that your price is out of line with the ruling market.
（很明显，贵方价格与目前市场不一致。）
由于apparent 和apparently 还可分别作“表面的”与“表面上地”解，因此有时有“表面如此而实际未必如此”的意思，使用时要防止产生歧义，例如：The apparent cause of the company’s failure was the energy crises. 此句可能是“该公司破产的原因显然是能源危机”，也可能是“该公司破产的表面原因是能源危机（实际则由于经营管理不善或其他）。”下面这句由于有后半句，就不会产生歧义：The sellers apparently admit their fault,but refuse to compensate us for the loss.
意为“卖方表面上承认错误，但拒绝赔偿我们的损失。”
12. at any rate 无论如何
e.g. At any rate, we cannot see our way clear to fall in with your view in this respect.（无论如何，我们在这方面无法同意贵方的观点。）
13. on sb’s behalf(on behalf of sb) 代表某人，为了某人（美国用in sb’s behalf 或 in behalf of sb.）
e.g. Please insure the goods on our behalf.（请代我方投保该货。）
14. take up ph. v. 提出
常用结构为take up sth with sb 或take sth up with sb, 表示“向某人提出某事（要求处理、答复等），与某人交涉某事”。
e.g. The sellers take up the question of how to draw samples after arrival of goods.（卖方提出货到后如何抽样的问题。）
15. shrink n. 收缩，皱缩
