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实训项目十一贸易善后工作实训目标掌握贸易善后工作涉及的核心步骤及其思考、磋商方式；熟练掌握涉及验货、索赔、申诉和理赔等相关事宜的知识实训方法每四个人一组。将班级学生分成若干组，采用互动讨论、动手写作、现场展示、电子文本上交的方式完成本章节任务。能力要求1、能理解验货的基本标准和程序；2、能独立撰写申诉信和索赔信，并能对此类信函灵活应答；3、能根据实际情况进行理赔，并撰写改善关系的信函。第一节知识巩固一、翻译下列索赔信，并讨论索赔信的基本结构和句型。DearSirs,WeregrettoinformyouandaskforcompensationforthedamagestothelotofGentlemen’sTrousersweexaminedyesterdayunderourorderNo.123.Thepackingcartonsofthepantswereseriouslydamagedandlookedasiftheyhadbeenbrokenintransit.CheckingagainstyourinvoiceNo.01086,wefoundthatmorethanonehundredtrousersarelosttothevalueofJPY90000.Becausethecartonswereinaterriblemess,quiteafewothergarmentswerecrushedorstainedandcannotbesoldasnewarticlesatthemarket.AsthedealwasonCIFbasis,you’dbettercontactyourinsurerandforwarderassoonwithreferencetocompensation.Attachedisalistofthelostordamagedarticlesandtheinspectionreportissuedbyindependentthirdparty.Theconsignmentwillbeputasidetemporarily.Ifyouwanttocontinuethisdeal,youhavetocompensateusJPY200,000forthedamage,whichwillbedeductedfromtherest60%payment.Ifyouwantallthecommoditiesback,youhavetoreturnourdownpaymentandourpotentialprofit.Weawaityourinstructionforfurtheraction.Yourstruly,抱怨、索赔信函Complaints&Claims的目的是为了获取更好的服务，对已出现的问题求得尽快的、妥善的解决。它通常是买方由于对收到的货物不满而书写，如：货物未按时到达；货物虽抵达，但与订单所载不同；货物有损毁现象；货物数量短缺或多余；货物质量与样品不符；服务不合理以及收费过高等，这些均是抱怨、索赔的正当理由。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）。Pointsforattention:（一）Whenmakingaclaim,planyourletterasfollows:1.Beginbyregrettingtheneedtocomplain2.Mentionthedateoftheorder,thedateofdeliveryandthegoodscomplainedabout.3.Stateyourreasonsforbeingdissatisfiedandaskforanexplanation4.Refertotheinconveniencecaused.5.Suggesthowthemattershouldbeputright.（二）Complaintmayhappenunderthefollowingcircumstances:1.complaintofdifferencebetweengoodsdeliveredandgoodsordered2.complaintofinferiorquality3.complaintofmissingorshortagefromthedelivery4.complaintofdelay5.complaintofbadpacking（三）Animportermaymakeacomplaintbecauseofoneofthefollowingproblems:1.Thewronggoodsmayhavebeensent.2.Thequalitymaynotbesatisfactory.3.Thegoodsmayhavebeendelivereddefected,damagedorlate.4.Thepricechargedmaybeexcessive,ornotasagreed.5.Thedeliverymaybedelayed.6.Thewrongbilledinvoicehasbeensent.7.Thedeliveryismixedup.（四）UsefulSentencePatternsLodge/file/raise/enter/make/putin/registeraclaimagainst/onsomebody/withinsurancecompanyonshipmentforsomereason/for$.答案：敬启者：我方遗憾地告之贵方，我们昨天查验的第123号订单的一批男士裤装受到了损坏，对此我们要求赔偿。裤装的包装箱受到严重损坏，看上去在运输途中似乎被打开过。经过与你方第01086号发票核对，我方发现丢失了100多条裤子，价值9万日元。由于纸箱内一片狼藉，其他服装有不少被压皱或玷污，难以作为新装上市。由于此单是以CIF成交，你方最好就赔偿事宜尽早与保险公司和代理人联系。随信附上丢失与受损的服装清单，以及由独立第三方出具的检验报告。该批货物将暂时搁置。若贵方希望继续交易，则需要赔偿我方二十万日元的损失，这笔钱将从未付的货款中扣除。若贵方想要回商品，则需要返还我方预付款和失去的潜在利润。恭候你方下一步处理意见。基本结构和句型：1.很遗憾地告诉对方发现的损失情况Weregrettoinformyouthat…whenweexamined…Upontheinspectionreport,weregrettoknowthat…2.详细说明损失的原因和受损的金额Thewholelotwasstainedbecauseofthebrokenpackage…Itlookedliketheyhadbeenopenedintransit…Itwasburned…/damped…/brokenThepartsarenotinconformitywiththesamples…ThedamagecausedlossesamountingtoUS$5,000.Wearesufferedfromatotallossofthisbusinessandourreputationamongclients.3.提出索赔方案Weareaskingforacompensationof…Wewillonlyremitpartoftheunderpayment.WewillsendyouadebitnoteofUSD…forthecompensation.Werequestyousendustherightcommodityimmediatelywith10%discount.二、翻译下列理赔信，并讨论其基本结构和句型。ClaimforshortweightDearsirs,Weclaimforshortweightof1500cartonsofcannedmushroomundertheSalesConfirmationNo.FA1770854havebeenshippedtoQingdaoby‘YONGFENG’steameron10thSeptember.Whentakingthedelivery,145cartonshavebeenfoundmissing.Weweretoldbytheshippingcompanythatonly1355cartonshadbeenshippedonthesteamer.Becausetheweightisshortinlargequantities,pleasemakeupadeficiencyof145cartonsofthemissinggoodswhenyoudeliverthelastthreeitems.Youarekindlyrequestedtocheckwhetherthese1500cartonsofmushroomwereloadedonshipinwholeattheportofshipment.Pleasereplybycable.Yourstruly,GeneralLetterofComplaintDear[ContactPersonorCustomerServiceManager],On[date],I[bought,rented,hadbeenserved,etc]a[nameofproductwithmodelnumber,serviceperformedetc]at[locationandotherdetailsofthetransaction].Iamdisappointedbecauseyour[product,service,billing,etc.]has[notperformedasitshould,waswrongetc]because[statetheproblemasyouunderstandit,givingasmuchdetailaspossible].ToresolvetheproblemIwouldappreciateyour[statetheactionyourequire,e.g.refund,serviceperformedagain,etc].Enclosedisacopy/arecopiesofthe[receipt,contractetc].Ilookforwardtohearingfromyouandhavingaresolutionofthisproblem.Iwillwaitfor[setatimelimit]beforeseekinghelpfrom[TradingStandards,consumergroup,solicitor,etc].Pleasecontactmeattheaboveaddressorbyphone[givenumbers].Yourssincerely[Sign][PrintYourName]Enclosures:[statedocumentsyouhaveenclosed,ifany]答案：短装索赔第FA1770854号销售确认书项下发往青岛的1500箱蘑菇罐头，由“永丰”轮于9月10日运抵，提货时发现少了145箱。汽船公司告诉我们只有1355箱装上船。因为短少数目大，请在交付最后三个品种时，将这145箱补交。请你们核对一下，是否1500箱那时在装运港全都装上了船。电复。Whilehandlingdisputes,complaints,andclaims,wemusthandlecomplaintsorclaimsinaccordancewiththeprincipleof“onthefirstground,toouradvantageandwithrestraint”andsettlethema