第三十课 索赔与理赔
参考译文
◎背景简介
在履行合同的过程中，不管计划何等周密，工作多么细致，投诉或索赔也有时会发生。
如果买方提出索赔，必须对有关问题进行详细调查，并将详情告知卖方。有时也应提起以往卖方满意的交货和服务，这样会有助于赢得对方的同情，考虑买方现在提出的投诉和索赔。
布朗先生就二月份由东风号轮船装运的2308号订单项目下的货物受损而提出索赔，张先生同意理赔。
◎情景会话
1.提出申诉
B：你好，张先生，很高兴又见到了你。
Z：你好，布朗先生，见到你，我也很高兴。
B：张先生，我们的谈判一直进展得很好，但是，今天我想和你谈一件事，此事还是件麻烦事。
Z：麻烦事？什么事呢？
B：是关于一件因包装不善引起的损失问题。事情是这样的，我刚才收到我们国内总公司的电报，说关于2308号订单项目下二月份由东风号轮船装运的货物已运到旧金山，但是，使我们吃惊的是，货物处于残损状况。
Z：真的吗？那么是什么问题呢？
B：相当多的纸板箱严重受损，很多男式衬衫已有水迹，有一些已被严重弄脏了。
Z：现在货物在哪里？
B：货物已卸货运公司仓库。由于它们残损如此严重，我们恐怕难以提货。因此，我们总公司昨日来电，要我与你方联系。
2.提出索赔
Z：果真如此吗？可我们出口这种货物多年了，迄今为止，尚未收到类似的抱怨，我们确实无法理解这种情况为什么会出现。你们有什么证据吗？
B：这里有旧金山商检局出具的检验报告传真，该商检局的证明是绝对可靠的。
Z：虽然事情可能像你说的那样，但也可能是由于其他因素造成的。我们要弄清楚，货物是在运输途中受损，还是在卸货过程中受损，或者别的什么原因。
B：我们调查的结果是，货物是在运输途中某个时候受损的，但首先是由于包装不好，才使这些包开了口子。我们不得不提出要求，赔偿因低劣包装而造成的损失。
3.找出事故的原因
Z：出口货是特殊包装，我们的包装是适合长途海运的，你肯定这不是由于装卸时不恰当搬运造成的吗？即使最牢固的包装，也经不起粗鲁的装卸。
B：我可以向你保证，我们那里粗鲁装卸是很少的，我们通常是按照标准程序进行。
Z：可是，正如我刚才所说的，货物是经过仔细包装和装船的，在这儿完好无损，我还亲自检查过。
B：那是可能的，但一些箱子的包装没有按合同规定去做，根据合同，每只箱子必须用双铁箍加固，很遗憾，你们未能这样做，至少部分箱子是如此。
Z：这似乎难以置信，怎么可能呢？
B：如果你不相信，请仔细看看这检验报告。
Z：（读报告）哦，我突然想起来了，或许有个车间忘了做这样的加固工作，他们一定以为这些货物是为香港买主装的。
B：那有可能。
Z：好吧，如果这样，我们同意理赔。
4.同意理赔
Z：你们查过了吗？破损包中有多少东西还可以用？
B：检验报告说，大部分还可利用，约有20％左右不能用，不能售出，我们对此事很着急，因为我们原来指望收到这批货来履行好几批订单。
Z：我很理解你们的困难。
B：我确信我们能得到你们的帮助来克服目前的困难。
Z：你建议怎样来处理这个问题？
B：如果你方减价30％的话，我们愿意接受这批货物。
Z：让我来个折中的办法，这批货物减价20％，下次你们订货时，除目前已有的条件外，我们另外再给些优惠。
B：张先生，你们这么快就作出了决定，我表示赞赏，我们接受建议。很高兴，我们找到解决的办法。
◎参考答案
I.Comprehension questions on situational conversation：
1.He will talk with Mr.Zhang about the damage of the goods caused by inadequate packing and lodge a claim against Mr.Zhang for the damage.
2.The buyers should investigate the matter in detail and tell these details to the party charged, that is, the sellers.
3.Because the reference to the previously satisfactory deliveries and services may help to win more sympathetic consideration of the present complaint and claim.
4.Quite a number of cartons were badly damaged.Many of the men’s shirts were water-stained and some of them were severely soiled.
5.Because Mr.brown has just received a telegram and a facsimile copy of survey report issued by San Francisco Commodity Inspection Bureau from his home office.The telegram and the report make him clear to these things.
6.Mr.Brown puts forward his claim for compensation by a facsimile copy of survey report issued by San Francisco Commodity Inspection Bureau.
7.The real cause for the damage is the poor packing, which is not being reinforced with metal straps stipulated in the contract.
8.According to Mr.Zhang perhaps, one of the workshops forgot to do reinforced work.They must have taken the goods for the Hongkong buyers.Hongkong is not so far and the goods sending there need no ocean transportation and rough handling.
9.It is the Changsha Foreign Trade Company that should be responsible for the loss.
10.They settle the claim by 20％ reduction in the price of the goods.
II.Complete the following dialogues：
1.B：The goods had been inspected by Changsha Commodity Inspection Bureau before shipment.Could you tell us the exact cause of the inferior quality of the goods? Have you any evidence?
2.B：The damage may be caused by many factors.I wonder if the damage was caused during transit.We are not responsible for any damage which happened during transit.
3.B：We very much regret the mistake in article number, which result in your receiving the wrong goods.And we can entertain your claim.
4.B：We are prepared you a reasonable compensation, but not for the amount you claimed, because we can’t see the reason why the loss should be so much.Please reconsider the matter.
5.B：We have shipping documents to prove that the goods, when received by the carrier, were in perfect condition.Therefore, they must have been damaged on transportation route.
6.B：Actually, we find no discrepancy between the sample and the goods.In view of our long pleasant business relations, we’d like to meet you half way, reducing the price by 15％.
7.B：It would not be fair if the loss be totally imposed on us as the liability rests with us two parties.We are ready to meet you half way, i.e.to pay 50％ of the loss only.
8.B：I think that through mutual efforts, this case will be settled amicably.We’ll send you the correct goods back and remit to you ￡300 in compensation for the loss rising therefrom.
9.B：We regret we can’t entertain your claim on account of lack of evidence.If you insist on claiming, we would like to settle by arbitration.
10.In view of our friendly business relations, we are prepared to accept your claim.
III.Make sentences with the following：
1.We have at present quite a number of orders on hand.
2.Upon examining the goods, we discovered to our great surprise that all the goods were inferior in quality.
3.We were at a loss what to do, but have to lodge a claim with you.
4.We should make it clear whether you accept our claim or want to settle by arbitration.
5.Please see to it that the packing is suitable for a long voyage.
6.I took you for Mr.Smith.
7.In accordance with your instruction we have deposited the money in your account.
8.In addition to his salary, he has a bonus of US$180 a month.
IV.Translate the Chinese in the brackets into English, then use them to replace the italicized parts in the sentences：
1.① have been transported from Shanghai to your port
② are not in conformity with the agreed specification
③ were severely damaged
④ are not up to the quality and specification of the world market
⑤ are found short weight by 1,000 kgs
2.① wooden cased were prized open
② goods were found mouldy or even worm-eaten
③ goods were found inferior in quality
④ corrugated cardboard boxes were not reinforced with metal straps
⑤ products are of good quality and in attractive designs
3.① many the goods were severely damaged though the cases showed no trace of damage
② the quality of all the goods is not in conformity with that we ordered
③ the shirts we ordered from you on March 2nd have not arrived here
④ nearly a month has passed, we have heard nothing from you about the shipment
⑤ you have sent us the men’s shirts which we didn’t place an order
4.① the outer packing of our goods is strong enough for long-distance ocean transportation
② the goods were carefully packed and shipped
③ the packing of our goods is strong enough to withstand rough handling
④ we’ll make all necessary arrangements to deliver the goods in time
⑤ we must take effective measures to protect the goods from being broken
5.① lodge a claim for inferior quality
② file against you a claim of $20,000
③ lodge a claim of $1,000 against you for short weight
④ make a claim with you for a compensation of ￡3,000
V.Read and translate the following mini dialogues：
1.对包装差的起诉
A：B先生，我刚刚收到家里总公司的传真，关于248号订单项下五月由玛丽号轮运送的货物已抵达洛杉矶，但货物处于残缺情况。
B：有这样的事！这可没想到。你知道，我们一切出口商品在装运前都经过严格的检验，那批货物离港时情况良好。
A：这是一份中国商品检验局的检验报告。根据报告所言，破损原因是包装低劣，有些木箱已裂开，有些没用铁皮加固。
B：我们立即向有关部门进行查对，看是否在运输或卸货过程中由于粗鲁搬运所致。如果情况属实，我们同意理赔。
2.对质量低劣的申诉
A：经过检查，我方发现货物与样品的质量不符。
B：很遗憾，听到这样的事。这种申诉确实少有。你们很清楚。我方的出口商品在装运前都要经过严格检验。我们的商检局是不会放过任何次品的。
A：但是，我们的公证行认为使用劣质原料是罐头变质的原因。这批罐头食品不再适合食用了。医药卫生部门已对这批货物发出了停售通知。
B：要处理这样的案例，恐怕还不能排除有其他的可能性。如船上的堆储、仓库的存放情况等。
A：但根据检验报告，我们索赔5 000美元。
B：只要证据充分，我们当然会考虑的。但我们要进行彻底调查。在这之前，我们不能作出任何承诺。
3.关于短缺的投诉
A：经检查，发现货物每箱短重两公斤。
B：我想知道引起短重的原因是什么。
A：很明显，货物短缺系包装泄漏所致，我们对包装逐一检查，发现每个包装或多或少有点泄漏。
B：货物装运时，包装情况完好无缺，包装的损坏一定是在运输途中造成的。所提短缺也是在运输途中发生的。这是我方无法控制的事。对运输途中发生的任何损失提出索赔，我们不能接受。你们的索赔应提交保险公司。
4.关于发错货的投诉
A：你好，B先生。我们收到的货不是我们所订的货。这是我们原始订单的复印件和检验报告。
B：（读订单）你说得对。我们发错了货，这是我们包装部门的差错。
A：这件事你们准备怎么办？
B：我们将立即给贵方运送你方所订的货物，并取回错发的货物。但希望你们能在你处处理掉该货为感。
A：这次差错给我方造成很大的麻烦。我方用户想要他们订的货，贵方必须赔偿我方的损失。
B：如果证据充分，我们会考虑你方的索赔。
5.关于延迟装运的投诉
A：刚才收到我们国内总公司的传真，说我们九月订的货至今尚未抵达目的港。
B：一收到信用证我们就发了货，我想应当已经抵达那里了。
A：这批货赶不上季节，对我方来说没用了，这给我们造成很大的损失。我们只好向贵方提出索赔。
B：我们将进行彻底调查，找出责任之所在。若责任在我方，我们会接受贵方之索赔。
6.理赔
A：货物的损坏是包装不当所引起的，而不是粗鲁搬运所致。
B：你们有证据吗？
A：这里有洛杉矶一家有名的公证行出示的检验证。
B：你打算索赔多少？
A：我们只好索赔8 000美元。
B：考虑到我们之间的友好贸易关系，让我们各让一半，我们给贵方4 000美元的赔偿。
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