【Task Description】任务描述
If the goods are not consistent with the conditions stipulated in the buyer’s contract, it means the seller has violated the contract and will consequently compensate the buyer. As the buyer are facing the client’s query and demands for compensation, Zheng Hao does his best to deal with this issue and negotiates with the client in an amicable way to find the best solution.
【Knowledge Link】知识链接
国际贸易中，针对买卖双方中哪一方行使对货物的检验权，也就是以哪一方提供的检验证书为准，基本上有三种不同的做法：
（1）以离岸品质、重量（或数量）为准（subject to shipping quality, weight or quantity）。按此规定，货物须于装运前由装运港的检验机构进行检验后出具品质和重量检验证书。该证书视为交货品质和重量的最后依据。货物运抵目的港后，虽然买方可以自行或委托检验机构对货物进行复验，但无权向卖方就货物的品质或重量提出异议。
（2）以到岸品质、重量为准（subject to landing quality, weight or quantity）。按此规定，货物须于到达目的港卸货后由目的港的检验机构进行检验，其出具的品质和重量检验证书作为交货品质和重量的最后依据。如检验证明货物与合同规定不符属于卖方责任并经买方提出索赔，卖方应该负责理赔。
（3）以装运港的检验证书作为议付货款的依据，货到目的港后买方有复验权。按此规定，货物须于装运前由装运港的检验机构进行检验，其检验证书作为卖方要求买方支付货款或要求银行议付货款时提交的单据之一。货物运抵目的港卸货后，买方有复验权，如经复验发现货物不符合合同规定并证明这种不符情况不属于承运人或保险公司的责任范围的，买方可凭复验证书向卖方提出索赔。
第三种做法在国际贸易实践中使用最广，已成为一条公认的原则。即除非双方当事人另有约定，买方有权在货物到达目的地后进行复验，如复验证明不符合合同规定的情形在货物的风险转移到买方时已存在，卖方应负责任。如果买方的营业场所不在卸货地而在内陆某地，在卖方同意的情况下，复验的时间和地点可以延伸到有关目的地。此外，如果货物在运输途中改运或买方须再发运货物，买方没有合理机会加以检验，而卖方在订立合同时已经知道或理应知道这种改运或再发运的可能性，检验可以推迟到货物到达新的目的地后进行。
【Task Underway】任务进行
郑好撰写理赔信函。
Dear Mr. Andy Burns,
We are sorry to learn from your mail dated May 30th that you have received the Survey Report from Commodity Inspection Bureau evidencing our pencil print supplied under order No.13172 which reached your workshop on May 26th is getting easily erased when gently rubbed with fingers.
After a check-up with staff at the workshop, following please find our opinion.
1.We thought print erasing at 45℃ have no connection with lacquer. Lacquer on the surface of barrel is same. We met similar situation before. Print erasing has connection with hot stamping foil. Please check your hot stamping foil. Meanwhile trying to test other brand of hot stamping foil and look for right hot stamping foil. Our workshop had been testing different hot stamping foils and found right one eventually when they made hot stamping print.
Following is some brand of hot stamping foil. Please check it.
KURZ, CROWN, REIKO, TORAY ETC.
2. When you make hot stamping printing on the barrel, please pay more attention to hot stamping’s time, pressure and temperature. Please adjust time, pressure, temperature to find right time, right pressure, and right temperature to remain it.
3.As to at RT, the print is stable, but when kept at 45℃ for few hours, it again starts to get erased easily on rubbing. The extent of this varies from shade to shade, so workshop thought either maybe you make hot stamping on different machine or temperature is different when you make hot stamping. Temperature should be remaining same during hot stamping.
If you have further question, please let me know. I will try our best to cooperate with you.
Yours faithfully,
Zheng Hao
【Communication Skills】沟通技巧
（1）理赔信函写作时，文字应严谨，表达得体，避免破坏未来的商业关系。
（2）理赔信函的回复时间一定要及时，内容要充分。对客人来说，再小的索赔都是大事。
（3）面对客人的索赔要求，在理赔信函中应第一时间向客人道歉，同时给出问题解决的方案，尽快帮助客人解决问题，切记内容空洞无物。
（4）在理赔信函中，面对客人的要求，切记不能一味让步，也不能一味强硬。让步中有坚持，坚持中有让步。例如，面对客人的赔款要求，外贸业务员如果决定让步接受赔款要求，那么就必须考虑根据需承担责任的大小，具体最多接受赔多少，怎么赔，分几次赔，一次赔多少，能不能延期支付赔款，有没有变通而且双方都能接受的方案。总之理赔是要让双方都减少损失！
【Task Extension】任务扩展
Letter 1
Claim for Cable Charges and Interests under L/C No.0987
Dear Sirs,
We have been advised by GIGI BANK as per attached photo-copy of their letter of Jan.11th that on behalf of your principals you are claiming cable charges and bank interests totaling USD 63.50 from our company as a result of drawing under our L/C NO.0987.You also advised GIGI BANK to collect this amount from our company and to remit the proceeds to KIKI N.Y. for your credit.
In this particular case, there has been a substantial delay in release of payment. It apparently arises from presentation of improper documentation by your principals through your bank to GIGI BANK. We, therefore, ask you to look into this matter and give us a satisfactory reason as to why we have to pay the amount of money for your credit as claimed.
Yours truly,
Letter 2
Re: Your Claim No.145
Dear Mr. Jackson,
With reference to your claim No.145 for a short weight of 1,120kgs chemical fertilizer, we wish to express our much regret over the unfortunate incident.
After a check-up by our staff, it was found that 28 bags had not been packed in strong paper bags as stipulated in the contract, thus resulting in the breakage during transmit, for which we tender our apologies.
In view of our long-standing business relations, we will make payment by check for GB 270.00, the amount of claim, into your account with the Bank of China, upon receipt of your agreement.
We trust that the arrangement we have made will satisfy you and look forward to receiving your further orders.
Yours sincerely,
Letter 3
Claim for Broken PE Bags
Dear Sirs,
With reference to the newly arrived shipment ex S.S. “Jinxing” under the contract No.1462, we regret to state that we have found upon inspection that nearly 15% of the PE bags had been broken, and some DCP grains been spilled out from PE bags in the cardboard boxes.
On further examination, we found these PE bags were unsealed, and sealing trouble occurred on the same side of each PE bag. It seems that these were not treated with enough heat in the process of packing.
We have to repack the consignment before delivering to our customers, the expense of which, together with the loss of DCP amounted to US $750. We expect compensation from you for this, and should like to take this opportunity to suggest that corrective measures be taken in your future deliveries as poor packing will lead to false impression of the quality of goods.
We sent 3 unsealed PE bags to you by DHL Express Mail today. Please let us know how you are going to settle this case with us.
We are looking forward to your early reply.
Yours faithfully,
Letter 4
Settling the Client’s Claim
Dear Mr. Jackson,
Thank you for your letter of June 5th in which you lodged a claim for broken PE bags.
We wish to express our deep regret at this incident. We took your case seriously, and have looked into the detail. After checking three broken PE bags you sent to us, we found that it is because the bags had not been treated with enough heat in the packing procedure.
We are most concerned to maintain our long-term trading relationships. Therefore, we will make you a compensation of US $ 750 by the way of T/T to settle your claim. Meanwhile, we have taken some corrective measures to prevent a repetition of the same in the future.
We hope this matter will not affect our good relations in our future dealings.
Yours sincerely,
【Writing Q&A】写作答疑
在理赔信函中，如何拒绝买方的索赔要求呢？
很多时候，由于各种原因，买方的索赔要求必须被拒绝。拒绝信函往往很难写，因为你必须在拒绝客人要求的同时，保持客人对你的好感。首先，要站在客人的立场，也许客人会意识到他的要求并不是合理的，这样的话，你的拒绝就不会惹恼他了。其次，通常在拒绝的同时，你可以提出一个变通的方案，让客人觉得这样比较合理。最后，要注意文字的运用，尽量多用肯定语气，少用否定语气。
如果在信函中要告知否定的或不好的消息，如拒绝索赔要求，不要在信函的开始部分就提及这些消息。开始部分你可以感谢客人的来函或者可以说“非常抱歉让您不满意了”。之后，在正文部分解释要求为什么被拒绝。如果可能的话，再提出一个变通的解决方案，未来你将采取什么措施防止问题再次发生。
结尾部分通常做一个总结，同时希望和客人继续保持良好的商业关系。
【Useful Expression】交流表达
1. We are prepared to make you a reasonable compensation, but not for the amount you claimed, because we cannot see the reason why the loss should be 50% more than the actual value of the goods. Please reconsider the matter.
我们准备给你一个合理的赔偿，但不是你所声称的数额，因为损失金额超过货物价值50%缺乏依据。请重新考虑这件事。
2. It would not be fair if the loss be totally imposed on us as the liability rests with both parties. We are ready to meet you half way, i.e., to pay 50% of the loss only.
双方都有责任，损失却由我方全部承担是不公平的。我们准备承担一半责任，即仅承担50%的损失。
3. Such case does exist but it counts for little. It is our hope that you will waive the claim and we shall then see if we can do something for your order to follow.
这种情况确实存在，但它只占很少比例。我方希望贵方放弃索赔，我方接下来将看看我们是否可以为贵方的订单做点什么。
4. With mutual efforts, this case has been settled amicably and we shall remit to you an amount of USD 800 in compensation for the loss rising there-from.
通过双方的努力，这种情况已妥善解决，我们将汇付贵方800美元以赔偿由此造成的损失。
5. As the shipping company is liable for the damage, your claim, in our opinion, should be referred to them for settlement.
由于船公司对损坏负有责任，因此我方认为贵方应向他们寻求赔偿。
6. We are sorry we cannot agree to the view put forward by your client, and must repudiate our liability for the claim on account of lack of evidence.
非常抱歉，鉴于缺乏证据，我们不能同意贵方客户提出的观点，而且拒绝承担赔偿义务。
【Notes】词汇与短语
1. survey v. 调查，观察；检查，鉴定
e.g. Please survey the business possibilities and advise your findings.（请调查交易的可能性并告知结果。）
e.g. The goods were surveyed immediately after unloading.（此货一卸下船就立即进行了检查。）
e.g. Please survey the situation closely and keep us informed of the developments.（请密切观察形势并将发展情况随时告知。）
survey n. 调查，检查；观察，鉴定
survey report 调查报告，检查报告
e.g. The decision-makers made a general survey of the effect of the advertisements on the promotion of sales of their new products.（决策人就广告宣传对促进新产品销售的效果进行了一次全面的调查。）
surveyor n. 检查员，鉴定人
2. erase vt. 抹去；清除；擦掉
3. rub vt. 擦，摩擦；用……擦
4. lacquer 漆器；漆，天然漆
5. surface n. 表面；外观，外表；地面，水面
6. hot stamping foil ［印刷术语］ 烫金箔
7. eventually adv. 终究；终于，最后；竟；总归
8.RT(Room Temperature) 室温
9. stable adj. 稳定的；沉稳［持重］的；［物理学］稳定平衡的；持久的
10. vary from 不同
11.substantial adj. 大量的；结实的，牢固的；重大的
12. principal n. 总部；委托人
