外贸函电八 索赔与理赔
外贸函电8保险即索赔
说明保险情况时，insurance后接介词的一般用法
1)表示所报的货物，后接on,如：
insurance on the 100 tons of wool 2)表示投保的险别，后接against, 如：
insurance against all risks 3)表示保额，后接for, 如：
In other words, if the breakage is surveyed to be less than 5% , no claims for damage will be entertained.
9. The goods have not turned out to our satisfaction, the quality being so poor as to render them unsuitable for the requirement of this market. As the whole parcel is quite useless to us, we must ask you to refound us the invoiced value and the inspection fee as per the statement of claim enclosed. We trust that our claim will shall have your prompt attention, and as soon as settlement is made, we shall return the goods to you at your expense.
航空运输保险
海运险
overland insurance 陆运保险
关于“投保”，表动作
外贸函电8保险即索赔
Theft,Pilferage&Non-Delivery Risks
(T.P.N.D.)偷窃、提货不着险
Strikes,Riots and Civil Commotions(S.R.C.C.)
罢工、民变险
We shall cover TPND on your order.
我们将对你方订货投保偷窃、提货不着险。
insurance for 110% of the invoice value
4）表示保险费率，后接at, 如，
insurance at the rate of 5%
5)表示向保险公司投保，后接with , 如
insurance with the People’s Insurance
Company of China
premium . 在圣诞节期间，核桃正按高价售出
6.underwriter n. 保险商，主要指转保水险的保 险商
insurer 一般通用。
可编辑ppt
8
6. franchise n. 免赔率 This class of goods is sold with a franchise of
Insurance
保险
1.insurance amount insurance agent
保（险）额
保险代理人
insurance certificate insurance cover
保险凭证
保险
insurance policy 保（险）单
insurance premium 保（险）费
air transportation insurance marine insurance
可编辑ppt
5
(外贸英语函电)第十三章索赔和理赔
02
Claim process and strategy
Submit a claim application
Claim application letter
A formal letter stating the reasons for the claim, the amount involved, and the desired solution.
03
Claims Procedure and Precautions
Accepting claims applications
Confirm the legitimacy of the claim
Verify that the claim meets the requirements of the contract and applicable laws.
Promotion of trade fairness: Claims help to ensure fairness and equity in foreign trade transactions. By allowing parties to seek redress for nonperformance or breach of contract, claims promote a level playing field and enhance trust between trading partners.
claims experience
目录
• Risk prevention and response measures • Summary, Review and Outlook on Future
Development Trends
外贸英语函电(第二版)第十三章
索赔信函书写
书写抱怨、索赔信函时，不妨开门见山出原先双方同意的条件 ，然后列举事实以表示有何不满，以及为什么不满，最后提出 解决的方法。内容应明确、清楚 、有理，语气要简洁、坚决 。避免使用愤怒和使对方过于难堪的措辞（除非你所抱怨的问 题反复发生，且多次投诉而毫无结果） 对于抱怨、索赔信函，最得要的是给予及时、迅速和明确的答 复。若问题出现确属自己的责任，应立即设法纠正或谋求解决 的方法，保持同客户友好的合作关系；若一时没有定论，也应 先回复来信，告知对方正在调查，设法弥补；万一遇到不合理 的要求应心平气和、态度礼貌指明，以求给对方留下良好印象 ，促使问题尽快解决。
关于质量低劣的索赔信
Dear Sirs,
The green beans under S/C No. AB046 dispatched on November 4, 2008 arrived at our port yesterday. The Commodity Inspection Bureau has carefully examined the quality of the beans, and we regret to say that they found it is far below the standard stipulated in the S/C. The covering Inspection Certificate is going to be airmailed to you as soon as it comes to hand. We hope you will look into the matter at once and take immediate measures to correct the mistakes and ensure that nothing like this will happen in the future. The inferior quality of these beans has caused considerable difficulty to us and it is hard for us to dispose of it, even at a rather low price. We think we can reserve the right to lodge a claim against you for the loss we have suffered.
13外贸函电-投诉、索赔和理赔-12-07解析
Regret for the inconvenience caused to the reader We wish to express our deepest regret cover the
unfortunate incident… We are extremely sorry for the late delivery of… We regret the inconvenience you have experienced…
第一节 索赔与理赔信函
Explain reasons of the problem and express the wish
to grant the claim Another thorough check-up reveals that… The wrong pieces may be returned… We are prepared to make you a reasonable compensation.
It was found that upon examination…
第一节 索赔与理赔信函
State the inconvenience or loss that has resulted
from this error The materials are quite unsuited to… These goods are entirely useless to us… This has caused us much inconvenience…
2. 货物品质不符合要求 3. 货物有瑕疵或损坏
商务业务信函范例之索赔与理赔
商务业务信函范例之索赔与理赔1.投诉货物质量欠佳dear sirs,our indent no.538:black sergewe should like to draw your attention to the defective goods shipped by the m/s“sunlight”on 23rd july.upon unpacking the cases,we found that the quality was much inferior to the sample on which we approved the order.moreover the length of each piece is short by approximately 5 meters.after examining the enclosed cutting samples we sent as evidenc e from the lloyd’s survey report，we are sure you will agree to the inferiority of the goods.we are now in a very awkward situation,because our customers,who have been very strict about the quality,are very impatient to take delivery of the goods.we hope that you will immediately take this matter into your careful consideration and favor us with a prompt solution by return call.yours faithfully,jackbusiness manager2.投诉产品数量不足dear mr.green:the cargo of two hundred units of your portable computers has arrived in new york.unfortunately,however,our inspection showed that eleven units were missing their connection cords.attached is the report made by the surveyor who inspected the cargo.as you can see from the report,the eleven cords were already missing at the time the units were packed at your factory.please send us the cords free of charge and as soon as possible,and no later than march 20.we await your favorable reply.sincerely,3.投诉收到货物与订单不符dear mr.green,the goods we received on july 15 were found not to match our order.the goods we ordered were item no.2345,whereas the goods received were item no.2354.we cannot understand how this kind of mistake could occur at your end.we have decided to ship the goods back to your company by freight at your expense and we ask that you refundthe us ＄15 000 which we have already paid you.please remit this amount to our account(a/c no.__-__)with the midori bank,ltd.,minato branch,tokyo.please note that we hereby also reserve the right to claim any damages arising out of your wrong shipment.a quick refund will be highly appreciated.regards，4.抱怨包装不良dear sirs,we regret having to inform you that the cotton goods covered by our order no.6031 and shipped per s.s.“peace”arrived in such an unsatisfactory condition that we cannot but lodge a complaint against you.it was found,upon examination,that nearly 20% of the packages had been broken,obviously attributed to improper packing.our only recourse,in consequence,was to have them repacked before delivering to our customers,which inevitably resulted in extra expenses amounting to ￡650.we expect compensation from you for this,and should like to take this opportunity to suggest that special care be taken in your future deliveries as prospective customers are apt to misjudge the quality of your goods by the faulty packing.yours faithfully，5.对所称包装不良的答复dear sirs,we have for acknowledgement your letter dated march 11 and are sorry to note your complaint respecting the cotton goods we sent you by s.s.“peace”.we can assure you,however,that the goods in question were in perfect order when they left here,hence the damage complained of must have occurred in transit.in these circumstances,we are apparently not liable for the damage and would advise you to claim on the shipping company who should be held responsible.at any rate,we deeply regret to learn from you about this unfortunate incident and should it be necessary we shall be pleased to take the matter up on your behalf with the shipping company concerned.yours faithfully，6.首批到货不合格，保留索赔权dear sirs,subject:wheat midgeswe regret to advise that the first lot of the wheat dispatched on july 14th,2022年,against our purchase contract no.156 hasbeen examined and found to contain wheat midges.the commodity inspection bureau has carefully examined the quality of the wheat and found it is far below the standard stipulated in the contract.the inspection certificate will be airmailed to you as soon as it comes to hand.please look into the matter at once and take urgent measures to ensure that nothing like this will happen in the second and the third lots.the storage of this lot causes us considerable difficulty and hamper us in our efforts to dispose of it.we consider ourselves entitled to an allowance for the loss we have to suffer.hence,we reserve our right to lodge a claim against you.yours faithfully，7.对商品质量不满，要求补救dear sir,on 5th october i bought one of your expensive“apollo”fountain pens from julian’s,a big department store of this town.unfortunately i have been unable to use the pen because it leaks and fails to write without making blots.i am very disappointed with my purchase. on the advic e of julian’s manager i am returning the pen to you and enclose it with this letter forcorrection of the fault.please arrange for the pen to be fixed or replace it with a new one and send it to me as soon as possible.yours,mary8.处理质量不满的投诉dear mary,thank you for your letter of 9th october enclosing the defective“apollo”fountain pen,received today.we very much regret that the pen you bought has given your trouble.normally each of our pens is individually examined before being passed into store and it is hard to understand why this one escaped examination.we have passed your pen to our quality control department for inspection and a report.meanwhile,we are arranging to replace your pen with a new one.we extend our apologies for the inconvenience this matter has caused you,but are confident that the replacement pen you will be receiving will prove satisfactory and give you the service you are entitled to expect from our products.yours,9.为送错商品致歉dear harlan，twelve wrist watches with a tennis motif were sent today by priority mail to replace the watches you received with a golf motif.you know,harlan,one would think it would be impossible to make an error like this one.you clearly specified in your order that these watches were to be awarded to winners of the annual lakeside tennis tournament on august 18.the stock number you supplied was correct.there was no reason for a ship-up at this end,and i can’t even guess how it happened.i am much relieved,however,that you will have the right watches in time for the awards dinner.i really don’t know what a tennis player’s reaction would be to having a classic golf swing in bas-relief on his prize!when you get around to it,would you please send the golf watch es to mei’ll pay the postage.yours very sincerely,10.为再次寄错商品规格致歉dear mrs.green:six 48-inch victory fans are on their way to you.i know because i saw them loaded on the truck.by this time you must think we take special delight in mixing up your orders—two careless errors in a row.i suppose,judgingfrom these mistakes,if we had had a fourth sweep dimension we would have sent that before getting your order right!it’s embarrassing to inconvenience any customer,but unforgivable when that customer is so highly valued as you.red-faced and contrite,i ask your forgiveness and offer you my personal assurance of better service in the future.thank you for your patience,and best personal regards.。
9外贸函电-投诉、索赔和理赔
The clocks complained about are part of the batch of 500 supplied to our order No. 908 of 2nd April. This order was placed on the basis of a sample clock left by your representative. We have ourselves
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
Framework of the letters Letters of claims
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
Sample letters
Letter 1: Complaint on defective Dear Mr. Smith,
We have recently received a number of complaints from customers about your clocks which were clearly not giving satisfaction and in some cases we have had to refund the purchase price.
第一节 索赔与理赔信函
Wish to cooperate with the reader again We hope this will not affect our friendly relationship. We wish to be able to serve you in future businesses. In view of the friendship between us…
外贸函电八 索赔与理赔
第十讲外贸函电(八)索赔与理赔（Claims and Adjustments）（周维家 上海金融学院）在进出口业务中，签约双方中的一方在履行合同的过程中，可能出于某些原因，而不履行、或不完全履行合同。
这时，根据合同规定，其中受损的一方（通常是买方）有权向另一方（通常是卖方）就货物的品种、质量、数量、包装、错发错运、随船单证不全或漏填漏发、交货时间等方面提出抱怨。
按照惯例，抱怨往往伴随着对其所受损失给予赔偿（即索赔）的要求，或其他补救措施。
进出口术语将受损方所采取的上述行为称为“索赔”，而将责任方因对方采取的上述行为而做出的处理，称为“理赔”。
索赔一般包括以下几个程序：１． 拟订索赔声明２． 准备证据３． 发出索赔信函上述程序必须在合同中规定的索赔期内完成。
若双方对争议的内容不能达成一致，进而造成无法通过协商，或通过第三者出面协调来解决争端，这时，按合同规定，往往通过仲裁的方式解决。
要通过仲裁解决，首先必须订立书面仲裁协议书，以表明双方当事人愿意将争端交付仲裁机构裁决。
仲裁协议书可以在拟订合同时拟就，作为合同的条款之一，也可以在争端发生后订立，其一般包括如下内容：１． 仲裁地点２． 仲裁机构３． 仲裁程序４． 仲裁效力５． 仲裁费用起草上述商用书信时，应注意国际惯例：用以理服人的具体证据和彬彬有礼的文字与对方沟通。
受损的一方要避免责备的语气、失望的情绪和威胁对方语句。
致损的一方在收到对方的抱怨信函后，若发现对方的抱怨和索赔的要求不当，也应保持和善的态度，有理有节地予以回复；若理在对方，则应立即向对方表示抱歉，并采取切实措施，以弥补己方的错误，并尽量挽回对方的损失。
常用语句：Ｕｐｏｎ ｏｐｅｎｉｎｇ ｔｈｅ ｃａｓｅ ｗｅ ｆｏｕｎｄ ｉｔ ｃｏｎｔａｉｎｅｄ ｃｏｍｐｌｅｔｅｌｙ ｄｉｆｆｅｒｅｎｔ ａｒｔｉｃｌｅｓ， ａｎｄ ｗｅ ｐｒｅｓｕｍｅ ｔｈａｔ ａｍｉｓｔａｋｅ ｗａｓ ｍａｄｅ ａｎｄ ｔｈｅ ｃｏｎｔｅｎｔｓ ｏｆ ｔｈｅ ｃａｓｅ ｗｅｒｅ ｆｏｒ ａｎｏｔｈｅｒ ｏｒｄｅｒ．开箱时，我们发现所装的货物与订单规定的不同，我方估计是贵方出了错误，此箱货物系另一张订单的。
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第十讲外贸函电(八)索赔与理赔（Claims and Adjustments）（周维家 上海金融学院）在进出口业务中，签约双方中的一方在履行合同的过程中，可能出于某些原因，而不履行、或不完全履行合同。
这时，根据合同规定，其中受损的一方（通常是买方）有权向另一方（通常是卖方）就货物的品种、质量、数量、包装、错发错运、随船单证不全或漏填漏发、交货时间等方面提出抱怨。
按照惯例，抱怨往往伴随着对其所受损失给予赔偿（即索赔）的要求，或其他补救措施。
进出口术语将受损方所采取的上述行为称为“索赔”，而将责任方因对方采取的上述行为而做出的处理，称为“理赔”。
索赔一般包括以下几个程序：１． 拟订索赔声明２． 准备证据３． 发出索赔信函上述程序必须在合同中规定的索赔期内完成。
若双方对争议的内容不能达成一致，进而造成无法通过协商，或通过第三者出面协调来解决争端，这时，按合同规定，往往通过仲裁的方式解决。
要通过仲裁解决，首先必须订立书面仲裁协议书，以表明双方当事人愿意将争端交付仲裁机构裁决。
仲裁协议书可以在拟订合同时拟就，作为合同的条款之一，也可以在争端发生后订立，其一般包括如下内容：１． 仲裁地点２． 仲裁机构３． 仲裁程序４． 仲裁效力５． 仲裁费用起草上述商用书信时，应注意国际惯例：用以理服人的具体证据和彬彬有礼的文字与对方沟通。
受损的一方要避免责备的语气、失望的情绪和威胁对方语句。
致损的一方在收到对方的抱怨信函后，若发现对方的抱怨和索赔的要求不当，也应保持和善的态度，有理有节地予以回复；若理在对方，则应立即向对方表示抱歉，并采取切实措施，以弥补己方的错误，并尽量挽回对方的损失。
常用语句：Ｕｐｏｎ ｏｐｅｎｉｎｇ ｔｈｅ ｃａｓｅ ｗｅ ｆｏｕｎｄ ｉｔ ｃｏｎｔａｉｎｅｄ ｃｏｍｐｌｅｔｅｌｙ ｄｉｆｆｅｒｅｎｔ ａｒｔｉｃｌｅｓ， ａｎｄ ｗｅ ｐｒｅｓｕｍｅ ｔｈａｔ ａｍｉｓｔａｋｅ ｗａｓ ｍａｄｅ ａｎｄ ｔｈｅ ｃｏｎｔｅｎｔｓ ｏｆ ｔｈｅ ｃａｓｅ ｗｅｒｅ ｆｏｒ ａｎｏｔｈｅｒ ｏｒｄｅｒ．开箱时，我们发现所装的货物与订单规定的不同，我方估计是贵方出了错误，此箱货物系另一张订单的。
Ｗｅ ｒｅｇｒｅｔ ｔｏ ｉｎｆｏｒｍ ｙｏｕ ｔｈａｔ ｔｈｅ ｇｏｏｄｓ ｓｈｉｐｐｅｄ ｐｅｒ ｓ．ｓ． Ｄｒａｇｏｎ ａｒｒｉｖｅｄ ｉｎ ｓｕｃｈ ａｎ ｕｎｓａｔｉｓｆａｃｔｏｒｙｃｏｎｄｉｔｉｏｎ ｔｈａｔ ｗｅ ｃａｎｎｏｔ ｂｕｔ ｌｏｄｇｅ ａ ｃｌａｉｍ ａｇａｉｎｓｔ ｙｏｕ．我方很遗憾地通知贵方：鉴于“龙”号轮运达的货物状况令人非常不满意，我方只能向贵方诉诸索赔。
Ａｎｙ ｃｏｍｐｌａｉｎｔ ａｂｏｕｔ ｔｈｅ ｑｕａｌｉｔｙ ｏｆ ｔｈｅ ｐｒｏｄｕｃｔｓ ｓｈｏｕｌｄ ｂｅ ｌｏｄｇｅｄ ｗｉｔｈｉｎ １５ ｄａｙｓ ａｆｔｅｒ ｔｈｅｉｒ ａｒｒｉｖａｌ．任何有关产品质量的投诉，必须在货物到达后的十五天内提出。
Ａｆｔｅｒ ｒｅ－ｉｎｓｐｅｃｔｉｏｎ ｗｅ ｆｏｕｎｄ ｔｈａｔ ｔｈｅ ｑｕａｌｉｔｙ ｏｆ ｔｈｅ ｇｏｏｄｓ ｗａｓ ｎｏｔ ｉｎ ｃｏｎｆｏｒｍｉｔｙ ｗｉｔｈ ｔｈｅ ｃｏｎｔｒａｃｔｓｔｉｐｕｌａｔｉｏｎｓ．我方在复验后发现：货物质量与合同规定不符。
Ｉｎ ｖｉｅｗ ｏｆ ｔｈｅ ａｂｏｖｅ， ｗｅ ｒｅｇｒｅｔ ｔｈａｔ ｗｅ ｈａｖｅ ｔｏ ｒｅｔｕｒｎ ｔｈｅ ｄｅｆｅｃｔｉｖｅ ｇｏｏｄｓ ｔｏ ｙｏｕ ｆｏｒ ｒｅｐｌａｃｅｍｅｎｔ ａｔ ｙｏｕｒｅｘｐｅｎｓｅ．鉴于上述情况，我方只能遗憾地将劣质的货物发还贵方调换，费用由贵方负担。
Ｎｏｔ ｏｎｌｙ ｈａｖｅ ｙｏｕ ｂｅｅｎ ｕｎｐｕｎｃｔｕａｌ ｉｎ ｅｆｆｅｃｔｉｎｇ ｓｈｉｐｍｅｎｔ， ｂｕｔ ｔｈｅ ｇｏｏｄｓ ｙｏｕ ｓｕｐｐｌｉｅｄ ａｒｅ ｎｏｔ ｕｐ ｔｏ ｔｈｅｓｔａｎｄａｒｄ ａｓ ｗｅｌｌ． Ｗｅ ｔｈｉｎｋ ｉｔ ｎｅｃｅｓｓａｒｙ ｆｏｒ ｙｏｕ ｔｏ ｍａｋｅ ｕｐ ｔｈｅ ｄｅｆｅｃｔｓ．贵方非但未能准时交货，而且所提供的货物也低于标准。
我方认为贵方有必要弥补这个缺陷。
Ｏｕｒ ｉｎｖｅｓｔｉｇａｔｉｏｎ ｓｈｏｗｓ ｔｈａｔ ｄａｍａｇｅ ｗａｓ ｃａｕｓｅｄ ｂｙ ｉｍｐｒｏｐｅｒ ｐａｃｋｉｎｇ． Ｔｈｅｒｅｆｏｒｅ ｗｅ ｈａｖｅ ｔｏ ｒｅｆｅｒ ｔｈｉｓｍａｔｔｅｒ ｔｏ ｙｏｕ．我方调查显示，货物损坏是由包装不当引起的。
因此，我方只能将此事提交贵方。
Ｗｅ ｗｉｌｌ ｓｈｉｐ ｔｈｅ ｃｏｒｒｅｃｔ ｉｔｅｍｓ ｔｏ ｙｏｕ ｉｍｍｅｄｉａｔｅｌｙ ａｔ ｏｕｒ ｅｘｐｅｎｓｅ．我方将立刻装运正确的货物，费用由我方承担。
Ｗｅ ｈｏｐｅ ｔｈｉｓ ｗｉｌｌ ｎｏｔ ａｆｆｅｃｔ ｏｕｒ ｆｒｉｅｎｄｌｙ ｒｅｌａｔｉｏｎｓｈｉｐ．我们希望这不会影响我们之间的友好关系。
Ｗｅ ｒｅｇｒｅｔ ｔｏ ｔｅｌｌ ｙｏｕ ｔｈａｔ ｙｏｕｒ ｃｌａｉｍ ｃａｎｎｏｔ ｂｅ ｅｎｔｅｒｔａｉｎｅｄ ａｓ ｉｔ ｉｓ ｒａｉｓｅｄ ｆａｒ ｂｅｙｏｎｄ ｔｈｅ ｔｉｍｅ ｌｉｍｉｔｓｔｉｐｕｌａｔｅｄ ｉｎ ｔｈｅ ｃｏｎｔｒａｃｔ．我方很遗憾地告知贵方：贵方的索赔因为超过了合同规定的期限太长，而不能被接受。
Ｗｅ ｗｉｌｌ ｍａｋｅ ｆｕｒｔｈｅｒ ｅｆｆｏｒｔｓ ｔｏ ｔｒｙ ｔｏ ｆｉｎｄ ａ ｃｏｍｐｒｏｍｉｓｅ， ｓｏ ａｓ ｔｏ ｓｅｔｔｌｅ ｔｈｅ ｃｌａｉｍ ｑｕｉｃｋｌｙ ａｎｄ ａｍｉｃａｂｌｙ．我方将进一步找到折中办法，以迅速友好地进行理赔。
Ｉｎ ｔｈｅ ｓｐｉｒｉｔ ｏｆ ｇｏｏｄｗｉｌｌ ａｎｄ ｆｒｉｅｎｄｓｈｉｐ ｗｅ ａｇｒｅｅ ｔｏ ａｃｃｅｐｔ ａｌｌ ｙｏｕｒ ｃｌａｉｍｓ．本着良好的意愿和友谊，我方同意接受贵方全部索赔要求。
Ｔｈｅ ｇｏｏｄｓ ｄｅｌｉｖｅｒｅｄ ａｒｅ ｎｏｔ ｕｐ ｔｏ ｔｈｅ ｓｔａｎｄａｒｄ ｏｆ ｓａｍｐｌｅｓ， ａｓ ｔｈｅ ｐａｔｔｅｒｎ ｉｓ ｕｎｅｖｅｎ ｉｎ ｐｌａｃｅｓ ａｎｄ ｔｈｅｃｏｌｏｒｉｎｇ ｖａｒｉｅｓ．所交货物未达到样品的质量标准，多处花样不匀，颜色各异。
Ｗｅ ｃａｎｎｏｔ ｐｏｓｓｉｂｌｙ ｄｅｌｉｖｅｒ ｔｈｅ ｍｅｒｃｈａｎｄｉｓｅ ｉｎ ｔｈｉｓ ｃｏｎｄｉｔｉｏｎ ｔｏ ｏｕｒ ｃｕｓｔｏｍｅｒｓ， ｂｕｔ ｍｉｇｈｔ ａｃｃｅｐｔ ｔｈｅｌｏｔ ａｔ ａ ｒｅｄｕｃｔｉｏｎ ｏｆ ２０％ ｏｎ ｔｈｅ ｃｏｎｔｒａｃｔ ｐｒｉｃｅ．我方不可能将这样的货物交给客户，但如按合同价削减２０％，也许可以接受。
类例：Ｂｕｙｅｒ Ａｓｋｉｎｇ ｆｏｒ Ｒｅｐｌａｃｅｍｅｎｔ（买方要求退货）Ｄｅａｒ Ｓｉｒｓ，Ｔｈｉｓ ｉｓ ｔｏ ａｃｋｎｏｗｌｅｄｇｅ ｔｈｅ ｒｅｃｅｉｐｔ ｏｆ ｔｈｅ ａｂｏｖｅ ｏｒｄｅｒ ａｎｄ ｔｏ ｉｎｆｏｒｍ ｙｏｕ ｔｈａｔ ｔｈｅｒｅ ｉｓ ａｎ ｅｒｒｏｒ ｉｎ ｔｈｅ ｓｈｉｐｍｅｎｔ．Ｔｈｅ ｍｅｒｃｈａｎｄｉｓｅ Ｉ ｏｒｄｅｒｅｄ ｗａｓ Ｍｏｄｅｌ ８， ｗｈｉｌｅ ｔｈｅ ｍｅｒｃｈａｎｄｉｓｅ Ｉ ｒｅｃｅｉｖｅｄ ｉｓ Ｍｏｄｅｌ ７．Ｕｐｏｎ ｒｅｃｅｉｖｉｎｇ ｙｏｕｒ ｉｎｓｔｒｕｃｔｉｏｎｓ ｆｏｒ ｔｈｅ ｒｅｔｕｒｎ ｏｆ ｇｏｏｄｓ， Ｉ ｗｉｌｌ ｓｅｎｄ ｔｈｅ ｓａｍｅ ｔｏ ｙｏｕ．Ｉ ｗｏｕｌｄ ｌｉｋｅ ｔｏ ｒｅｃｅｉｖｅ ｔｈｅ ｃｏｒｒｅｃｔ ｍｅｒｃｈａｎｄｉｓｅ ａｓ ｑｕｉｃｋｌｙ ａｓ ｐｏｓｓｉｂｌｅ ａｎｄ ｗｉｌｌ ａｐｐｒｅｃｉａｔｅ ｙｏｕｒ ｅｘｐｅｄｉｔｉｏｕｓｈａｎｄｌｉｎｇ ｏｆ ｔｈｉｓ ｍａｔｔｅｒ．Ｙｏｕｒｓ ｓｉｎｃｅｒｅｌｙ类例：Ｃｏｍｐｌａｉｎｔｓ ａｂｏｕｔ Ｓｈｉｐｐｉｎｇ Ｗｒｏｎｇ Ｇｏｏｄｓ（关于发错货的投诉）Ｄｅａｒ Ｓｉｒｓ，Ｗｅ ｈａｖｅ ｒｅｃｅｉｖｅｄ ｙｏｕｒ ｇｏｏｄｓ ｃｏｖｅｒｉｎｇ ｏｕｒ ｏｒｄｅｒ ｏｆ Ａｕｇｕｓｔ １５ｔｈ．Ｏｎ ｏｐｅｎｉｎｇ ｔｈｅ ｃａｓｅ， ｗｅ ｈａｖｅ ｆｏｕｎｄ ｉｔ ｃｏｎｔａｉｎｓ ｃｏｍｐｌｅｔｅｌｙ ｄｉｆｆｅｒｅｎｔ ａｒｔｉｃｌｅｓ．Ａｓ ｗｅ ｎｅｅｄ ｔｈｅ ｃｏｒｒｅｃｔ ａｒｔｉｃｌｅｓ， ｗｅ ｒｅｑｕｅｓｔ ｙｏｕ ａｒｒａｎｇｅ ｆｏｒ ｄｉｓｐａｔｃｈ ｏｆ ｒｅｐｌａｃｅｍｅｎｔｓ ａｔ ｏｎｃｅ．Ｍｅａｎｗｈｉｌｅ， ｗｅ ｗｉｌｌ ｋｅｅｐ ｔｈｅ ｇｏｏｄｓ ａｔ ｙｏｕｒ ｄｉｓｐｏｓａｌ．Ｙｏｕｒｓ ｆａｉｔｈｆｕｌｌｙ类例：Ｃｏｍｐｌａｉｎｔｓ ａｂｏｕｔ ｔｈｅ Ｇｏｏｄｓ ｎｏｔ Ｃｏｒｒｅｓｐｏｎｄｉｎｇ ｗｉｔｈ ｔｈｅ Ｏｒｉｇｉｎａｌ Ｓａｍｐｌｅｓ（关于货物与样品不一致的投诉）Ｄｅａｒ Ｓｉｒｓ，Ｗｅ ｈａｖｅ ｒｅｃｅｉｖｅｄ ｔｏｄａｙ ｔｈｅ ｇｏｏｄｓ ｗｅ ｏｒｄｅｒｅｄ ｏｎ Ｊｕｎｅ １８ｔｈ．Ｏｎ ｅｘａｍｉｎａｔｉｏｎ ｗｅ ｈａｖｅ ｆｏｕｎｄ ｎｏｔ ａｌｌ ｔｈｅ ｇｏｏｄｓ ｃｏｒｒｅｓｐｏｎｄ ｗｉｔｈ ｙｏｕｒ ｏｒｉｇｉｎａｌ ｓａｍｐｌｅｓ．Ｔｈｅ ｑｕａｌｉｔｙ ｉｓ ｍｕｃｈ ｉｎｆｅｒｉｏｒ ａｎｄ ｔｈｅ ｗｅｉｇｈｔｓ ｌｉｇｈｔｅｒ．Ｗｅ ａｒｅ， ｔｈｅｒｅｆｏｒｅ， ｒｅｔｕｒｎｉｎｇ ｔｈｅ ｇｏｏｄｓ ｔｏ ｙｏｕ ｗｉｔｈ ｆｒｅｉｇｈｔ ｆｏｒｗａｒｄ．Ｙｏｕｒｓ ｆａｉｔｈｆｕｌｌｙ类例：Ｓｅｌｌｅｒ Ａｇｒｅｅｉｎｇ ｔｏ Ｒｅｐｌａｃｅ ｔｈｅ Ｇｏｏｄｓ（卖方同意换货）Ｄｅａｒ Ｓｉｒｓ，Ｙｏｕｒ ｌｅｔｔｅｒ ｏｆ Ｊｕｎｅ １８ｔｈ ｈａｓ ｂｅｅｎ ｒｅｃｅｉｖｅｄ， ａｎｄ ｗｅ ｗｅｒｅ ｖｅｒｙ ｓｏｒｒｙ ｔｏ ｈｅａｒ ａｂｏｕｔ ｔｈｅ ｐｒｏｂｌｅｍ ｙｏｕｅｘｐｅｒｉｅｎｃｅｄ．Ｗｅ ｍａｉｎｔａｉｎ ｒｉｇｉｄ ｉｎｓｐｅｃｔｉｏｎ ｓｔａｎｄａｒｄｓ， ｂｕｔ ｏｃｃａｓｉｏｎａｌｌｙ ａｎ ｉｍｐｅｒｆｅｃｔｉｏｎ ｄｏｅｓ ｓｌｉｐ ｂｙ， ａｓ ｉｔ ｕｎｆｏｒｔｕｎａｔｅｌｙｄｉｄ ｉｎ ｔｈｅ ｃａｓｅ．Ｗｅ ｈａｖｅ ｅｎｔｅｒｅｄ ａ ｒｅｐｌａｃｅｍｅｎｔ ｏｒｄｅｒ ｔｏ ｂｅ ｓｈｉｐｐｅｄ ｔｏ ｙｏｕ ａｔ ｏｎｃｅ． Ｙｏｕｒ ｓａｔｉｓｆａｃｔｉｏｎ ｉｓ ｅｘｔｒｅｍｅｌｙ ｉｍｐｏｒｔａｎｔｔｏ ｕｓ ａｎｄ ｗｅ ｄｏ ａｐｏｌｏｇｉｚｅ ｆｏｒ ｔｈｅ ｉｎｃｏｎｖｅｎｉｅｎｃｅ ｗｅ ｈａｖｅ ｃａｕｓｅｄ ｙｏｕ．Ｔｈａｎｋ ｙｏｕ ｆｏｒ ｐｕｒｃｈａｓｉｎｇ ｏｕｒ ｐｒｏｄｕｃｔｓ．Ｙｏｕｒｓ ｓｉｎｃｅｒｅｌｙ类例：Ｓｅｔｔｌｅｍｅｎｔ ｏｆ ａ Ｃｌａｉｍ（索赔的解决）Ｄｅａｒ Ｓｉｒｓ，Ｔｈａｎｋ ｙｏｕ ｆｏｒ ｙｏｕｒ ｌｅｔｔｅｒ ｏｆ Ｊｕｌｙ １５ｔｈ ｉｎｆｏｒｍｉｎｇ ｕｓ ｔｈａｔ ｔｈｅ ｓｅｗｉｎｇ ｍａｃｈｉｎｅｓ ｗｅ ｓｈｉｐｐｅｄ ｔｏ ｙｏｕ ａｒｒｉｖｅｄ ｉｎａ ｄａｍａｇｅｄ ｃｏｎｄｉｔｉｏｎ ｏｎ ａｃｃｏｕｎｔ ｏｆ ｉｍｐｅｒｆｅｃｔｎｅｓｓ ｏｆ ｏｕｒ ｐａｃｋｉｎｇ．Ｕｐｏｎ ｒｅｃｅｉｐｔ ｏｆ ｙｏｕｒ ｌｅｔｔｅｒ， ｗｅ ｈａｖｅ ｇｉｖｅｎ ｔｈｉｓ ｍａｔｔｅｒ ｏｕｒ ｉｍｍｅｄｉａｔｅ ａｔｔｅｎｔｉｏｎ． Ｗｅ ｈａｖｅ ｓｔｕｄｉｅｄ ｙｏｕｒｓｕｒｖｅｙｏｒÕｓ ｒｅｐｏｒｔ ｖｅｒｙ ｃａｒｅｆｕｌｌｙ．Ｗｅ ａｒｅ ｃｏｎｖｉｎｃｅｄ ｔｈａｔ ｔｈｅ ｐｒｅｓｅｎｔ ｄａｍａｇｅ ｗａｓ ｄｕｅ ｔｏ ｅｘｔｒａｏｒｄｉｎａｒｙ ｃｉｒｃｕｍｓｔａｎｃｅｓ ｕｎｄｅｒ ｗｈｉｃｈ ｔｈｅｙ ｗｅｒｅｔｒａｎｓｐｏｒｔｅｄ ｔｏ ｙｏｕ． Ｗｅ ａｒｅ ｔｈｅｒｅｆｏｒｅ ｎｏｔ ｒｅｓｐｏｎｓｉｂｌｅ ｆｏｒ ｔｈｅ ｄａｍａｇｅ， ｂｕｔ ａｓ ｗｅ ｄｏ ｎｏｔ ｔｈｉｎｋ ｔｈａｔ ｉｔ ｗｏｕｌｄ ｂｅｆａｉｒ ｔｏ ｈａｖｅ ｙｏｕ ｂｅａｒ ｔｈｅ ｌｏｓｓ ａｌｏｎｅ． Ｗｅ ｓｕｇｇｅｓｔ ｔｈａｔ ｔｈｅ ｌｏｓｓ ｂｅ ｄｉｖｉｄｅｄ ｂｅｔｗｅｅｎ ｂｏｔｈ ｏｆ ｕｓ．Ｗｅ ｈｏｐｅ ｙｏｕ ｗｉｌｌ ｆｅｅｌ ｔｈａｔ ｔｈｉｓ ｃｏｎｃｅｓｓｉｏｎ ｏｎ ｏｕｒ ｐａｒｔ ｉｓ ａ ｓａｔｉｓｆａｃｔｏｒｙ ｓｏｌｕｔｉｏｎ ｏｆ ｔｈｅ ｄｉｆｆｉｃｕｌｔｙ．Ｙｏｕｒｓ ｆａｉｔｈｆｕｌｌｙ类例：Ｃｏｍｐｌａｉｎｔｓ Ａｃｃｅｐｔｅｄ（投诉被接受）Ｄｅａｒ Ｓｉｒｓ，Ｒｅ： Ｙｏｕｒ ｏｒｄｅｒ Ｎｏ： ２４５６ ｐｅｒ ｓ．ｓ．“Ｄｒａｇｏｎ”Ｔｈａｎｋ ｙｏｕ ｆｏｒ ｙｏｕｒ ｌｅｔｔｅｒ ｄａｔｅｄ Ｍａｙ １０ｔｈ． Ｗｅ ｗｅｒｅ ｇｌａｄ ｔｏ ｋｎｏｗ ｔｈａｔ ｔｈｅ ｃｏｎｓｉｇｎｍｅｎｔ ｗａｓ ｄｅｌｉｖｅｒｅｄｐｒｏｍｐｔｌｙ， ｂｕｔ ｉｔ ｗａｓ ｗｉｔｈ ｍｕｃｈ ｒｅｇｒｅｔ ｔｈａｔ ｗｅ ｈｅａｒ Ｃａｓｅ Ｎｏ． ８８ ｄｉｄ ｎｏｔ ｃｏｎｔａｉｎ ｔｈｅ ｇｏｏｄｓ ｙｏｕ ｏｒｄｅｒｅｄ．Ｏｎ ｇｏｉｎｇ ｉｎｔｏ ｔｈｅ ｍａｔｔｅｒ ｗｅ ｆｉｎｄ ｔｈａｔ ａ ｍｉｓｔａｋｅ ｗａｓ ｉｎｄｅｅｄ ｍａｄｅ ｉｎ ｔｈｅ ｐａｃｋｉｎｇ ｔｈｒｏｕｇｈ ａ ｃｏｎｆｕｓｉｏｎ ｏｆｎｕｍｂｅｒｓ， ａｎｄ ｗｅ ｈａｖｅ ａｒｒａｎｇｅｄ ｆｏｒ ｔｈｅ ｒｉｇｈｔ ｇｏｏｄｓ ｔｏ ｂｅ ｄｉｓｐａｔｃｈｅｄ ｔｏ ｙｏｕ ａｔ ｏｎｃｅ． Ｒｅｌａｔｉｖｅ ｄｏｃｕｍｅｎｔｓ ｗｉｌｌｂｅ ｍａｉｌｅｄ ａｓ ｓｏｏｎ ａｓ ｔｈｅｙ ａｒｅ ｒｅａｄｙ． Ｗｅ ｈａｖｅ ａｌｒｅａｄｙ ｃａｂｌｅｄ ｔｏ ｉｎｆｏｒｍ ｙｏｕ ｏｆ ｔｈｉｓ， ａｎｄ ｗｅ ｅｎｃｌｏｓｅ ａ ｃｏｐｙｏｆ ｔｈｅ ｔｅｌｅｇｒａｍ．Ｐｌｅａｓｅ ｋｅｅｐ Ｃａｓｅ Ｎｏ．８８ ａｎｄ ｉｔｓ ｃｏｎｔｅｎｔｓ ｕｎｔｉｌ ｃａｌｌｅｄ ｆｏｒ ｂｙ ｏｕｒ Ｃｏｍｍｅｒｃｉａｌ Ｃｏｕｎｓｅｌｏｒ’ｓ Ｏｆｆｉｃｅ， ｗｈｏｍ ｗｅｈａｖｅ ｉｎｆｏｒｍｅｄ ｏｆ ｔｈｅ ｍａｔｔｅｒ ａｃｃｏｒｄｉｎｇｌｙ．Ｗｅ ａｒｅ ｖｅｒｙ ｓｏｒｒｙ ｆｏｒ ｔｈｅ ｔｒｏｕｂｌｅ ｃａｕｓｅｄ ｂｙ ｔｈｅ ｅｒｒｏｒ．Ｙｏｕｒｓ ｆａｉｔｈｆｕｌｌｙ类例：Ｃｌａｉｍ Ｒｅｊｅｃｔｅｄ（拒绝索赔）Ｄｅａｒ Ｓｉｒｓ，Ｗｅ ａｒｅ ｉｎ ｒｅｃｅｉｐｔ ｏｆ ｙｏｕｒ ｌｅｔｔｅｒ ｏｆ Ｊｕｌｙ １０ｔｈ ａｎｄ ｒｅｇｒｅｔ ｔｏ ｎｏｔｅ ｙｏｕｒ ｃｏｍｐｌａｉｎｔ ｒｅｓｐｅｃｔｉｎｇ ｔｈｅ Ｗｏｏｌｅｎ Ｇｏｏｄｓｗｅ ｓｅｎｔ ｙｏｕ ｂｙ ｓ．ｓ．“Ｄｒａｇｏｎ”．Ｗｅ ｈａｖｅ ｌｏｏｋｅｄ ｕｐ 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 ｔｈａｔｔｈｅ ｄａｍａｇｅ ｃｏｍｐｌａｉｎｅｄ ｏｆ ｍｕｓｔ ｈａｖｅ ｔａｋｅｎ ｐｌａｃｅ ｉｎ ｔｒａｎｓｉｔ． Ｉｎ ｔｈｅ ｃｉｒｃｕｍｓｔａｎｃｅｓ， ｗｅ ａｒｅ ａｐｐａｒｅｎｔｌｙ ｎｏｔ ｌｉａｂｌｅｆｏｒ ｔｈｅ ｄａｍａｇｅ ａｎｄ ｗｏｕｌｄ ａｄｖｉｓｅ ｙｏｕ ｔｏ ｃｌａｉｍ ｏｎ ｔｈｅ ｓｈｉｐｐｉｎｇ ｃｏｍｐａｎｙ ｗｈｏ ｓｈｏｕｌｄ ｂｅ ｈｅｌｄ ｒｅｓｐｏｎｓｉｂｌｅ．Ａｔ ａｎｙ ｒａｔｅ， ｗｅ ｔｈａｎｋ ｙｏｕ ｆｏｒ ｂｒｉｎｇｉｎｇ ｔｈｉｓ ｔｏ ｏｕｒ ａｔｔｅｎｔｉｏｎ ａｎｄ ｉｆ ｙｏｕ ｆｅｅｌ ｉｔ ｎｅｃｅｓｓａｒｙ ｗｅ ｓｈａｌｌ ｂｅ ｐｌｅａｓｅｄｔｏ ｔａｋｅ ｔｈｅ ｍａｔｔｅｒ ｕｐ ｏｎ ｙｏｕｒ ｂｅｈａｌｆ ｗｉｔｈ ｔｈｅ ｓｈｉｐｐｉｎｇ ｃｏｍｐａｎｙ ｃｏｎｃｅｒｎｅｄ．Ｙｏｕｒｓ ｆａｉｔｈｆｕｌｌｙ。