BUSINESS LETTER WRITING,
LETTER PLACING AN ORDER
AND LETTER OF COMPLAINT
Dr.Swati Shrivastava
Lecturer(English)
Govt. Women’s Polytechnic College,
Bhopal(M.P)
Letter placing an Order
Hints for drafting an Order:
• Thank the seller for his quotations especially special
terms have been offered ; or add a note of appreciation in
case of repeat Order.
• Give specifications of the goods:-
1. exact trade name, catalogue number ,size , colour ,
style , design, quality, etc.;
2.price and discount;
3.quantity desired for each item;
4.alternative goods , if acceptable.
• Give shipment or forwarding directions : goods to be sent
by parcel post, goods or passenger train ,etc.
• Give special instructions, if any, for packing , marking ,
insuarence,etc.
• State the manner of payment.
• Close with what you wish to emphasize:
(a) quality , (b) prompt execution, (c)discount,
(d)time factor , etc.
Order Form
Tel: ….. Modern House
Fax: …… J.K Road
Bhopal
10thAugust,2019
No. SRY/2719
J.K. Das and Sons, Calcutta
Dear Sirs
Kindly supply the following:
S.No. Description Quantity Unit Price Amount
1.
2.
Total-
Packing and Less 15% Discount
Postage extra Net….
Please send the goods by parcel post .
Please send the invoice in Duplicate.
Yours faithfully
Ravi Bhushan
Letter of Complaint
Neither men nor machines are infallible, there are
bound to be imperfections and mistakes. From the
time the order is received till the goods reach the
customer , many persons are involved and there is
every possibility of mistakes being made.
Sources of mistakes giving rise to
Complaints
• Incomplete or defective Order.
• Wrong direction to the dispatch section.
• Mistake by the accounts section in preparing the
invoice.
• Dispatch section carelessly dispatches-
(a)Goods of wrong quality , size , brand , pattern,
colour ,etc.,
(b) Defective pieces.
• Abnormal delay in sending the consignment .
Complaints are not routine letters . The writer
has to write them with special care and skill.
If a wrong is to be righted , making a complaint
requires tact , carefulness and the art of
convincing.
Hints for drafting Complaints
• Make a statement of the mistake in a calm,
courteous and matter-of –fact style.
• Clarity and inoffensive style of writing are
extremely important in a letter of Complaint.
• The Complaint should be made politely but firmly
without showing any sign of anger.
• The claim should be specific. Clearly
identify whether the fault lay with the
goods supplied or service rendered. A
reference to the order or quotation or date
and time of the arrival of goods, is also
necessary.
• State the steps necessary to rectify the
situation.
• Appeal to the supplier’s sense of fairplay
and pride. Make a courteous but firm
request that the matter should be attended
to promptly. Be definite about what you are
asking for. (If the error is persistently
repeated or if the earlier appeals have gone
unheeded , it may be necessary to give a
threat of legal action.)
Good opening sentences for letter of Complaint
• Many thanks for your prompt dispatch of JK Bond
Photocopy paper. Unfortunately, on opening the
carton I found two reams in damaged condition.
• On June 1, we placed our order No.H-75 with you
for six dozen No. 7AX, 16 gauge, steel plates.
When your representative visited us towards the
end of May, he assured us of delivery within three
weeks.
Don’t write angry , sarcastic or threatening Letter
Incorrect Correct
• We have been a • We have been a
devoted customer for devoted customer of
years and THIS IS your company for
HOW YOU TREAT years now and hope
US?!!! that our Complaint will
be taken seriously.
A letter of Complaint for the supply of wrong
goods
Ref.: Our order No.315
We are thankful to you for the prompt
execution of our order referred to above. We took
delivery of the twelve cases that you sent through
Patil and Patil Transport (P) Ltd. All the cases have
arrived in good condition and their contents in
accord with the order except the contents of case
No. DFA/DC-8/712.
On opening the case we found that it
contained Pen-drives whereas we had asked for
Tablets. Perhaps there has been a mix-up in filling
up the orders and we have received Pen-Drives
ordered by some other customer. As we require
the Tablets immediately for distribution among our
Business Executives, we request you to speed up
the replacement procedure. You may check our
order with the invoice you have sent.
We are keeping the case of Pen-drives with us
and awaiting your instructions for its further
disposal.
Yours faithfully
Approach Strategy
• It is important to know the ‘ State of your
Complaint’. Are you writing for the first time,
second time , etc? How much have you been
harassed? The extent of losses you have
incurred. All these factors are going to determine
your approach.
Authoritative
• If you want your letter to have a commanding
appeal and the message should come across
with force then you should use the authoritative
approach.
• It should be sparingly used . It should be used
when you feel harassed or when you are being
taken for granted
• No need to use the abusive language but you can
threaten them with legal action.
Basic
• A basic approach is to be utilized as an initial
step.
• You need to be concise and to the point . Don’t
beg or plead but request in a polite manner.
• Mention the problem and specific action required
so that the process becomes easy and quick.
Constructive
• It is to be used when you are aware of the
dubious intentions of the guilty party , especially
when they are corrupt and influential by nature.
• Be polite and use sugar coated words.
• Coax them and encourage them to take the
required action.
Factual
• Many of us are technical experts and we know
the solution.
• Here you can use your technical expertise to not
only highlight the problem but also offer its
solution.
• Your background can be backed by the Letter
head you use and such attachments and relevant
details also impress the defaulters into taking
quick action as they understand they are dealing
with a professional.
Hard copy is better than soft copy
Sending via E-Mail has the following
disadvantages-
• Various technical excuses can be given like
net not working , Mail not received , inbox
full , out of office reply, etc.
Paper Letter has the following advantages-
• Although it is time consuming but their
delivery is ensured.
• It can be used as an evidence of the
negligence of the Firm.
Closing lines for a letter of Complaint
• Thank you in advance for your attention on
this matter.
• Please confirm replacement.
• Please expedite the dispatch of goods so
that we can receive them before July 17.
• Please reply if you can replace it before
10th September.
THANK YOU
