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项目三 履行合同
一、教学目标
1.了解“支付”相关的基本商务知识和内容要点。
2.了解“运输”相关的基本商务知识、写作要求和内容要点。
3.了解“索赔与理赔”相关的基本商务知识、写作要求和内容要点。
二、课时分配
本项目共3个任务，安排6课时。
三、教学重点
1.理解“支付”相关函电书写的内容、格式、步骤，以及典型的表达。
2.理解“运输”函电书写的内容、格式、步骤，以及典型的表达。
3.理解“索赔与理赔”函电书写的内容、格式、步骤，以及典型的表达。
四、教学难点
掌握“信用证”相关信件书写格式、步骤、内容等方面，完成信件书写。掌握“运输”的信件书写，结合格式、步骤、内容等方面，完成信件书写。掌握“索赔与理赔”的信件书写，结合格式、步骤、内容等方面，完成信件书写。
五、教学内容
项目介绍:履行合同是外贸交易中的达成环节，包含了支付、运输、索赔等内容。在本项目中我们通过我国一家外贸公司与国外公司在履行合同期间的信件往来，来掌握该项目的基本知识，会用学到的相关格式和内容表达，独立完成该环节的信件书写，并学会相关的词组句子、重要表达、实践知识等。
任务一 支付与信用证
任务描述:在该任务中，练习者要从一名外贸公司出口部门业务员的身份出发，以“支付与信用证”为主题，运用下文中所学到的相关格式和内容表达，独立完成一份写给对方公司的信件。
知识储备
I. International Payments
International payments are financial activities conducted among different countries.
Paying for goods supplied in domestic trade is a fairly simple matter because payment can be made either in advance or within a reasonable short period after delivery. Payment is much more complicated in international trade. The sellers must sometimes wait several months for their money or the buyers may need to pay several months before they even see their goods. Clearly， both the sellers and buyers run certain risks of non-payment or non-delivery. So the appointment of agents for trust purpose becomes necessary. This function is usually entrusted to banks， which have branches or correspondent banks in most towns and cities overseas.
II. Modes of Payment in International Trade
There are three major modes of payment in international trade： remittance， collection and letter of credit. Remittance and collection are commercial credit offered by companies. The letter of credit is banker’s credit offered by banks. Remittance includes mail transfer （M/T）， telegraphic transfer （T/T） and demand draft （D/D）. Collection includes documents against payment （D/P） and documents against acceptance （D/A）. As far as the seller’s benefit is concerned， letter of credit is better than D/P. D/P at sight is better than D/P after sight， whereas D/P is better than D/A.
III. Letter of Credit
Letter of credit （L/C） is a reliable and safe method of payment， facilitating trade with unknown buyers and giving protection to both sellers and buyers. There are various types of L/C， such as irrevocable documentary credit， revolving credit， standby credit and back-to-back credit. Among them， the irrevocable documentary credit is the most popular.
The parties concerned to a documentary credit are： the applicant （importer / buyer）， the issuing bank / opening bank， the advising bank / notifying bank， the confirming bank， if any， the negotiating / accepting bank and the beneficiary （seller / exporter）.
The procedure for issuing an L/C is as follows：
（1） The buyer and the seller conclude a sales contract providing for payment by documentary L/C.
（2） The buyer instructs his/her bank （opening bank / issuing bank） to issue an L/C in favor of the seller （beneficiary） for the amount of the purchase.
（3） The opening bank/ issuing bank asks its correspondent bank （advising bank）， usually in the country of the seller， to advise and perhaps also add its confirmation to the documentary L/C.
（4） On arrival of the L/C， the advising bank advises the seller of the receipt of the L/C. （Sometimes a seller requires a confirmed L/C. In this case， the advising bank usually adds its confirmation， becoming the confirming bank.）
（5） The seller will then dispatch the goods accordingly.
It is evident that the function of a bank is very important in the issuing of an L/C.
IV. The Main Contents of a Letter on Payment and L/C
Usually， a letter on payment and L/C concerns one of the following topics.
● The seller and the buyer negotiate the terms of payment. （The buyer usually asks for easier payment terms. The seller can accept or reject the buyer’s request. ）
● The seller urges the buyer to rush the opening of L/C.
● The buyer applies to the bank for the establishment of the L/C.
● The buyer advices the seller of the establishment of the L/C.
● The seller asks for the amendment of the L/C.
● The seller asks the buyer to extend the L/C.
Question and Answering
1. What is the meaning of L/C
__________________________________________________________________
2. What are the parties concerned to a documentary credit
__________________________________________________________________
__________________________________________________________________
3. What are the main contents of a letter on L/C
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
4. What are the meanings of the underlined words and phrases
（1） run certain risks of
__________________________________________________________________
（2） correspondent bank
__________________________________________________________________
（3） remittance and collection
__________________________________________________________________
（4） facilitating trade
__________________________________________________________________
（5） irrevocable
__________________________________________________________________
（6） negotiating / accepting bank
__________________________________________________________________
（7） amendment
__________________________________________________________________
实例示范
I. For letters on negotiating the terms of payment
Dear Joe Lau，
Regarding your sales confirmation No. 123 for selling Mild Steel Sheets in the amount of ＄100，000， we want to propose an easier payment arrangement.
Our past purchase from you has been paid as a rule by confirmed， irrevocable letter of credit. On this basis， it has cost us a great deal. From the time credit is opened until the time our buyers pay us， the tie-up of our funds lasts about four months. This situation is particularly taxing owing to the tight money conditions and unprecedentedly high bank interest rate.
We request that you agree to easier payment terms. Such an accommodation would be conducive to encouraging business. We propose either C/D on arrival of goods or D/P.
Your kindness in giving priority to the consideration of the above request and giving us an early favorable reply would be appreciated.
Yours faithfully，
Trond
Trond
Notes：
Mild Steel Sheets: 软钢板
Tie-up: （资金的）冻
taxing: 难于负担的，使人感到压力的
tight money: 紧缩的银根
unprecedentedly: 空前地，史无前例地
accommodation: 通融，照顾
be conducive to ...: 有助于……；有益于……
C/D 即Cash against Documents: 货到后凭单付现
D/P即Documents against Payment： 付款交单
1. Question and Answering
（1） What are the writing steps of this letter
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
（2） How many pieces of key information are provided by the buyer in this letter？ What are they
________________________________________________________________
________________________________________________________________
________________________________________________________________
2. The writing steps and typical expressions of the letter concerned
II. For Letters on L/ C
Dear Mr. Hu，
Sewing Machines
We have instructed the Commercial Bank of Lagos to open a credit for US＄ 150， 000 in your favour， valid until May 30th， 2010. The credit will be confirmed by the Bank of China， Changsha， who will accept your draft on them at sight for the amount of your invoice.
The documents required for negotiation are：
3 Commercial Invoices
2 Bill of Lading
Insurance policy
Please advise us by cable when the sewing machines have been shipped.
Sincerely yours，
Gillian Reeve，
Gillian Reeve
Notes：
on them： 相当于drawing on them
Insurance policy： 保险单
1. Question and Answering
（1） What are the writing steps of this letter
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
（2） How many pieces of key information are provided by the buyer in this letter？ What are they
___________________________________________________________________________________________________________________________________________________________________________________________________
2. The writing steps and typical expressions of the letter concerned
3. The other commonly used expressions and sentences其他常用表达和例句
Expressions
（1） terms of payment付款条件，付款方式
（2） confirmed， irrevocable， documentary， transferable， divisible Letter of Credit保兑的、不可撤销的、跟单的、可转让的、可分割的信用证
（3） D/P at sight；D/P after sight即期付款交单；远期付款交单
（4） D/A承兑交单
（5） collection托收
（6） C/D凭单付现
（7） under （on） ... terms；on ... basis按……方式，在……基础上
（8） apply for L/C申请开立信用证
（9） in one’s favour；in the favour of sb.以某人为收益人
（10） urge the establishment of L/C催开信用证
（11） advise the establishment of L/C通知信用证的开立
（12） establish/ issue/ open L/C with/through a bank通过银行开立信用证
（13） to expedite/ rush an L/C加速开立信用证
（14） amendment to L/C; extension of L/C信用证的修改；信用证的延展
（15） amend the L/C to read /reading “...”把信用证改为“……”
（16） conform to ...与……相一致
in conformity with = in accordance with按照，与……相一致
（17） draw （a draft ） on sb. 向某人开立（汇票），开出以某人为受票人的汇票
（18） as a special accommodation作为特殊照顾
（19） on perusal仔细阅读之后
（20） take / regard sth. as a precedent把……当作先例
Typical Sentences
（1） Since we have only moderate cash reserves， it would cause problems for us if the funds are tied up for three or four months. To develop our business， it is essential to adopt more flexible modes of payment.
（2） Payment by L/C is rather inconvenient to a customer like us who often places medium-sized orders. Your accommodation in this respect will be conductive to further development of our business.
（3） We much appreciate the accommodation you have given us in the past and would be most grateful if you could extend this favour to us. Please take our request into careful consideration and fax us your confirmation early.
（4） Our usual terms of payment are by a confirmed， irrevocable letter of credit available by draft at sight， accompanied by shipping documents which are to be presented to the negotiating bank at the port of loading.
（5） For payment， we require 100% value， confirmed， and irrevocable letter of credit with partial shipment and transshipment allowed clause， available by draft at sight， against surrender of full set of shipping documents to the negotiating bank here.
（6） In order to avoid any further delay， please make sure that the L/C stipulations are in precise accordance with the terms of the contract.
（7） We thank you for your L/C No. 135 for 20 tons of clam. On perusal， we find， among the clause specified in your L/C， that the following points do not conform to the S/C.
（8） We request that you extend the shipment date to June 10， 2010 and the negotiation validity to June 25， 2010 respectively. We are confident that you will give us cooperation and send us your reply as soon as possible.
（9） You are kindly requested to increase the amount of your L/C by ＄600.
（10） We are faxing requesting a two-week extension of the L/C No. 778 covering your order No. 123 for 500 cases frozen chicken. And please amend the amount of the L/C to read （reading ） “2% more or less”.
实战任务
Situation 情景介绍：
写信方名称： 广州现代经典家具外贸有限公司
（Guangzhou Modern Classic Furniture Foreign Trade Company Limited）
写信方地址： 779 East Dongfeng Road，
Guangzhou， China
写信方联系方式： Tel 862083328154Fax 862083328156
E-mail： modernclassic@
写信日期： October 15th， 2012
收信方名称： Messrs. Tomita & Company Limited
收信方地址： 3829， Lime Street
Birmingham， E.C.5.
收信方联系方式： Tel 0044207425173Fax 0044207425175
E-mail： mtc @
去信中所涉及的内容：
（1） 告诉对方去函提及的是关于899号合同项下的200套沙发。
（2） 提请对方注意交货期已临近，但至今我方仍没收到相关信用证。
（3） 促请对方尽快开证，以便我方按期履行订单。
（4） 提醒对方注意信用证条款要与合同完全一致。
（5） 表示希望早日收到信用证。
任务评价
任务二 运输
任务描述:在该任务中，练习者要从一名外贸公司出口部门业务员的身份出发，以“运输”为主题，运用下文中所学到的相关格式和内容表达，独立完成一份写给对方公司的信件。
知识储备
The Significance and Effect of shipment
Shipment is one of the essential links in the chain of international trade. The main activities of it include custom clearance， vessel chartering or shipping space booking， obtaining shipping documents after passing goods to the shipping company and sending shipping advice. Goods can be transported by road， rail or air， but in most cases of international trade， by sea.
In international trade， the buyer sometimes gives shipping instructions to suggest shipping company and writes to the seller to urge for prompt shipment if it is delayed. The seller usually sends shipping advice to the buyer， informing details of shipment. Shipping advice often consists of following parts： （1） shipment date， （2） goods， （3） enclosed documents. Through study of this task， students will acquire the ability to write letters of shipment.
Question and Answering
1. What is called shipment
_________________________________________________________________
2. What activities will be included in shipment
_________________________________________________________________
3. What issues will be contained in the shipping advice
_________________________________________________________________
4. What are the meanings of the underlined words and phrases
（1） the essential links
_________________________________________________________________
（2） the chain of international trade
_________________________________________________________________
（3） custom clearance
_________________________________________________________________
（4） vessel chartering
_________________________________________________________________
（5） shipping advice
_________________________________________________________________
（6） enclosed documents
_________________________________________________________________
实例示范
Dear Joe Lau，
Referring to our order NO. BT-708 for Sofa Item No. CF6040 and No.CF009， we wish to draw your attention to the fact that up to the moment， we have not received any information from you about the shipment.
When we placed the order， we explicitly pointed out that punctual shipment was of special importance because our customers were badly in need of the goods ordered and we had given them a definite assurance of early delivery. We feel it our duty to remind you of this matter again， as our L/C， which will expire at the end of next week.
We hope you will make every effort to effect shipment within the stipulated time as any delay would cause us much trouble and financial loss.
Yours faithfully，
Trond
Trond
Notes：
draw your attention： 提醒你方注意
explicitly： 明确地
be of special importance： 有特别重要的意义
a definite assurance of ...： 明确保证……
make every effort to ...： 尽一切努力做……
the stipulated time： 规定时间
financial loss： 经济损失
1. Question and Answering
（1） What are the writing steps of this letter
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
（2） What is the reason provided by the buyer to urge the shipment
________________________________________________________________________________________________________________________________
________________________________________________________________
2. The writing steps and typical expressions of the letter concerned
For letters written by the importer
For letters written by the exporter
3. The other commonly used expressions and sentences其他常用表达和例句
Expressions
（1） make shipment运输，装运
（2） shipping company；carrier船运公司；承运人
（3） shipping instruction装运须知
（4） shipping advice装船通知
（5） B/L装运提单
（6） shipping documents；transportation documents运输单据
（7） on board已装船
（8） optional port选择港
（9） loading port装运港，启运港
（10） port of discharge；port of destination卸货港；目的港
（11） partial shipment分运
（12） transshipment转船
（13） steam-ship（经常简写成S.S.）蒸汽轮，船
（14） scheduled steamer；liner班轮；大客轮
（15） booking shipping space on ... for ...为……在……船上订舱位
（16） effect shipment办理装船
（17） expire on到期
（18） resolve the matter解决问题
（19） packing list装箱单
（20） weight memo重量单
Typical Sentences
（1） Since the purchase is made on FOB basis， please arrange shipment of the goods ordered by us on S/S “Prince” without delay.
（2） Due to an unexpected development，please expedite the shipment trying your　best. We should be glad if you could manage to ship the goods by S/S East Wind sailing from July 1st.
（3） We shall appreciate it if you will effect shipment as soon as possible， thus enabling our buyers to catch the brisk demand at the start of the season.
（4） You will please do your very best to hasten shipment. We hope that by the time you receive the letter， you will have the goods ready for shipment.
（5） As the latest shipment date stipulated in the L/C is October 31st， 2007 please see to it that you make the shipment not later than the above date.
（6） We take pleasure in telling you that the shipment of the shirts originally scheduled to be made in December can be advanced to October as the result of the effort by all parties involved.
（7） The Chinese art crafts you ordered have been shipped already and your future order will continue to receive our prompt attention.
（8） We wish to advice you that the goods under S/C No. GZ-001 went forward per s/s Dongfeng on June 4， to be transshipped in Hong Kong and are expected to reach your port in July.
（9） Enclosed please find the copies of B/L， commercial invoices and the insurance policy. Besides， we will send you one set of clean on board bill of lading through the bank.
（10） Owing to the delay of the scheduled steamer we have failed to effect the shipment within the L/C validity. Would you please extend the shipping period of the L/C for one more month
实战任务
Situation 情景介绍：
写信方名称： 广州现代经典家具外贸有限公司
（Guangzhou Modern Classic Furniture Foreign Trade Company Limited）
写信方地址： 779 East Dongfeng Road，
Guangzhou， China
写信方联系方式： Tel 862083328154Fax 862083328156
E-mail： modernclassic@
写信日期： November 6th， 2012
收信方名称： Messrs. Tomita & Company Limited
收信方地址： 3829， Lime Street
Birmingham， E.C.5.
收信方联系方式： Tel 0044207425173Fax 0044207425175
E-mail： mtc @
去信中所涉及的内容：
（1） 你方购买的订单号为No. BT708的沙发订单已由“红星号”装运，于昨天离开广州，预计12月5号到达你处。
（2） 随函附上一整套装运单据，包括编号为LD的发票一式两份，编号为AE278的不可转让的提货单一份，编号为YH309的装运单一份，编号为BN862的保险单一份，编号为HK395的检验报告一份和商品产地证明书一份。
（3） 期待货物安全抵达时，你方能及时告知，同时我方一定会认真及时地关注你方将来的订单。
任务评价
任务三 索赔与理赔
任务描述:在该任务中，练习者要从一名外贸公司业务员的身份出发，以“索赔与理赔”为主题，运用下文中所学到的相关格式和内容表达，独立完成一份写给对方公司的信件。
知识储备
I. The Purpose of Making Complaints
The party making complaints aims at either the improvement of current products/services of their business partner，or the compensation for the losses caused by the wrongdoings of the business partner. Sometimes the two goals are combined when the party receiving complaints not only accepts the compensation request but also promises to deliver a better job in the future.
Of course， the one who makes complaints does not always have reasonable grounds and sometimes will exaggerate the seriousness of a minor problem. Therefore the one who faces complaints needs to analyze the legitimacy of the charges using rational thinking of both business and ethics， and then respond in an appropriate manner.
II. The Different Types of Claims
Generally there are three types of claims， namely， the trade claim， the transportation claim and the insurance claim.
1. The trade claim is based on a sales contract between the two parties and is lodged by one party who suffers losses due to another party’s violation of the contract. The buyer is likely to file a claim against the seller for the latter’s delivery of goods of inferior quality.
2. The transportation claim is raised by the shipper/consignor or owner of the shipped goods against the carrier. For instance， the cargo shipped is found with damages or imperfections after its arrival at the port of destination. Another typical reason for this kind of claim is the shortage of goods.
3. The insurance claim takes place after the insured goods are damaged or lost due to the factors， which are called risks when they have not been turned into reality， that the insurer promises to insure against. Under such circumstances， the insured should contact， without delay， the insurance company， submitting evidence and the required documents， and make a claim. The insurer would generally go into an investigation and then decide how to settle the claim based on the findings.
Question and Answering
1. What is the purpose of making complaints
__________________________________________________________________________________________________________________________________
2. What are the different types of claims
__________________________________________________________________________________________________________________________________
3. What are the meanings of the underlined words and phrases
（1） legitimacy of the charges
_________________________________________________________________
（2） trade claim
_________________________________________________________________
（3） transportation claim
_________________________________________________________________
（4） insurance claim
_________________________________________________________________
（5） be lodged by
_________________________________________________________________
（6） violation of the contract
_________________________________________________________________
（7） file a claim against
_________________________________________________________________
（8） consignor
_________________________________________________________________
（9） settle the claim
_________________________________________________________________
实例示范
I. For letters on raising claims
Dear Joe Lau，
We regret to say that we need a claim on the shipment of our Order No. BT-708 for sofa （Item No. CF6040 and CF009） received this morning. These were ordered on December 13rd and confirmed by fax on December 14th （enclosed copy）. However， upon opening the cartons， we found that they contained the wrong sofa（Item No. CF6050 and CF007）.
We have no choice but to return them to you. We must ask you to arrange for the dispatch of replacement at once as we need the sofa we ordered to complete deliveries to our new customers.
We trust you will credit our account with the invoiced value of returned sofa， including reimbursement for the returning charges of US＄1，060.
We look forward to your early settlement.
Yours Sincerely，
Trond
Trond
Notes：
upon opening the cartons： 在打开纸箱时
We have no choice but to： 我们不得不……
credit our account with： 将……汇入我方账内
invoiced value： 发票价
reimbursement： 赔偿
returning charges： 退件费
1. Question and Answering
（1） What are the writing steps of this letter
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
（2） What is the reason provided by the buyer for the counter-offer
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
2. The writing steps and typical expressions of the letter concerned
II. For letters in reply to complaints or claims
Dear Trond，
Thank you for your letter of December 20th. We regret very much to learn that the sofa you kindly ordered were mistaken. Your complaint was immediately sent to our Customer Relations representative for investigation.
On going into the matter， we found that a mistake was indeed made by us. The mistake occurred in our new automated inventory control system which is causing some problems during the data entry stage. Your order number was unfortunately confused with another one （BT-718）. We sincerely regret that it caused you so much trouble， especially because the goods were intended for your special sale.
We have arranged for the right goods to be dispatched to you at once. Relative documents will be mailed as soon as they are ready.
We have already faxed to inform you of this， and we enclose a copy of the fax.
The sofas（Item No. CF6050 and CF007） you kindly returned reach us today. Your account will be credited with the invoiced value of the sofa and returning charges. Our credit note is enclosed.
We apologize again for this mistake and inconvenience caused to you.
Yours sincerely，
Joe Lau
Joe Lau
Manager of Import Department
Notes：
Customer Relations： 客户关系
investigation： 研究；调查
automate： （使）自动化
inventory： 存货清单；存货盘存（报表）；财产目录
automated inventory control system： 清单自动控制系统
during the data entry stage： 在数据输入阶段
confuse： 弄错，把……混同
be unfortunately confused with： 很不幸弄乱了
relative documents： 相关的文件
inform you of ...： 告知你……
enclose a copy of the fax： 附上传真的复印件
inconvenience： 不便；麻烦，打扰
1. Question and Answering
（1） What are the writing steps of this letter
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
（2） What is the reason provided by the seller for the mistake
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
2. The writing steps and typical expressions of the letter concerned
III. The other commonly used expressions and sentences 其他常用表达和例句
Expressions
（1） lodge/file/register/make/lay/raise a claim against/with/on sb. 向某人索赔
（2） make a claim against sb. for ... （money） for ...
claim ... （money） from sb. for sth就……原因向某人索赔……金额
（3） resort to a lawsuit诉诸法律，提出诉讼
（4） entertain/accept/meet/ a claim接受索赔
（5） decline/reject a claim拒绝索赔
（6） settle/adjust a claim理赔；进行赔偿
（7） survey report检验报告
（8） on the strength of ...因为……，凭借……
（9） on arrival of ...在……（货物）到达后
（10） replacement goods替换品
（11） make up the loss弥补损失
（12） short weight；shortage in weight短重；货不够秤
（13） inferior quality质量低劣
（14） improper packing不适当的包装，不良包装
（15） the time limit for claim索赔期限
（16） licensed surveyor；qualified surveyor有资质的检验员
（17） go into/look into /investigate the matter调查此事
（18） the survey charges；inspection charges/fee检验费
（19） total amount of claim索赔总额
（20） in perfect condition（货物）状态良好
Typical Sentences
（1） After inspection the goods shipped are found not in conformity with the sample you sent to us.
（2） We regret to inform you that our order No. 5050 for pure cotton men’s underwear of various sizes has been seven days overdue.
（3） The packing inside the case was too loose with the result that there was some　shifting of the contents and several cups and plates have been broken. The attached list will give you details.
（4） We are entitled to register a claim for at least 30% of the invoice value for inferior quality against the exporter.
（5） Short weight is what the claim is for. We have no choice but to file a claim on you， which we hope will receive your prompt attention.
（6） To settle your claim， we agree to make a reduction of 20% of the invoice value， which we think can make up your loss.
（7） We are most anxious to compensate you for the shortage in weight mentioned in your letter of July 13 by offering you an allowance of 5%.
（8） We will proceed to settle the claim by arbitration should you not accept our　proposed solution， which is our maximum concession.
（9） We apologize again for this mistake and inconvenience caused to you.
（10） Your account will be credited with the invoiced value of the lisle stockings and returning charges.
实战任务
Situation 情景介绍：
写信方名称： Messrs. Tomita & Company Limited
写信方地址： 3829， Lime Street
Birmingham， E.C.5.
写信方联系方式： Tel 0044207425173Fax 0044207425175
E-mail： mtc @
写信日期： November 15， 2012
收信方名称： 广州现代经典家具外贸有限公司
（Guangzhou Modern Classic Furniture Foreign Trade Company Limited）
收信方地址： 779 East Dongfeng Road，
Guangzhou， China
收信方联系方式： Tel 862083328154Fax 862083328156
E-mail： modernclassic@
去信中所涉及的内容：
（1） 我方很遗憾地告知您，我们订购的家具晚了7天才到。
（2） 我们除了向您索赔别无他法。
（3） 让客户满意是我们的宗旨，但订购的家具迟迟不到给我们很多重要的客户带来了极大的不便。
（4） 这不可避免地造成了我公司2?000美元的额外损失。
（5） 希望你方能对此进行赔偿。
（6） 我方相信你方会考虑此事的重要性，并尽快解决此事。
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