CHAPTER 12

ORDERS AND DEALING WITH PROBLEMS

Objective:
- To write letters of orders
- To write letters responding orders
- To write letters dealing with problems

In Business world, offices rarely free from ordering and handling problems.
This chapter discusses how to write letters for ordering, dealing with problems,
packing and dispatching.
A. Orders
There are two types of orders. First is requesting a quote; and second is a
letter of orders to buy things from a supplier.
1. Requesting a Quote
Requesting a quote is a letter asking for estimates of cost, for example:
Dear Rona
We have recently ordered some new office furniture which will arrive on 24 July.
Could you please quote for:
- Removal of existing furniture
- Assembly of new furniture (see attached list)
- Disposal of all packaging
I estimate that this will be no more than a day’s work for two people.
With thanks
Karina

Task 1: Please use these following expressions to replace the some expressions
in the message above, and discuss the formality of the expressions.

- with reference to our recent order for new office furniture

- Could you give us a price for ...

- How much is it going to cost?

- Please let me have a written quote.

2. Letter of Orders

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 Most companies have official printed order forms, for example:
J.B SIMPSON & CO LTD
45 Davon Dale, Sheffield S11 2BR
Telephone 0114 2345678
Fax 0114 5678910

Order no 456 Date 20 July 2011

Nylon Fabrics Ltd
18 Brazenose Street
MANCHESTER
M60 8AS

Please supply:
Quantity Items Catalogue Price
Number
25 Bed Sheets (106 cm) blue 75 $10.50 each
25 Bed Sheets (120 cm) primrose 82 $10.00 each
50 Pillow Cases blue 117 $6.90 each
50 Pillow Cases primrose 121 $6.90 each

(signed)
_____________________
for JB Simpson & Co Ltd

The advantages of having this form are:

1. such forms are pre-numbered and therefore reference is easy.
2. printed headings ensure that no information will be omited.

Smaller companies may not have printed forms but instead place orders in the
form of a letter. When sending an order by letter, always ensure accuracy and clarity
by including:

1. an accurate and full description of goods required

2. catalogue numbers

3. quantities

4. prices

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 5. delivery requirements (place, date, mode of transport, whether the order
will be carriage paid or carriage forward meaning that the costs paid by the
buyer, etc) and

6. terms of payment agreed in preliminary negotiations (earlier discussions

regarding terms)

When ordering things, the buyers and the suppliers have some obligations. The
buyers is required to:

1. accept the goods supplied as long as they comply with the terms of the
order

2. pay for the goods at the time of delivery or within the period specified by
the supplier

3. check the goods as soon as possible (failure to give prompt notice of

faults to the supplier will be taken as acceptance of the goods).

While the suppliers are required to:

1. deliver the goods exactly as ordered at the agreed time

2. guarantee the goods to be free from faults of which the buyer could not
be aware at the time of purchase.

If faulty goods are delivered, the buyer can demand either a reduction in price, a
replacement of the goods or cancellation of the order. Damages may possibly be
claimed.

Routine orders may be short and formal but they must include essential
details describing the goods, as well as delivery and terms of payment. The following
example is a letter for the first order:

Dear Sir

We would like to place an order with you for the items listed on page 2 of your
catalogue. Please confirm as soon as possible that these are all in stock.
Your terms and conditions state a delivery time of four weeks. Would it be possible
to dispatch items 1 – 3 within two weeks as we need them urgently? If there is an
additional charge, please let us know.
Yours faithfully

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Jerome Gillant (Purchasing assistant)

Task 2: Please use these following expressions to replace the some expressions
in the message above, and discuss the formality of the expressions.

- to change an order

- to cancel an order

- confirm an order

- to order again

- to re-order

- Please send the order as soon as you receive the payment.

- Please send the order on the receipt of payment

3. The Reply of Orders

The reply of the orders can be very short, for example:

Dear Mr Gillant

Thank you for your order. I can confirm that all the items you ordered are in stock
and that we will deliver the items within two weeks. There will be no extra charge
for delivery.

With best regards

Brad Askew (Sales Manager)

Task 3: Please use these following expressions to replace the some expressions
in the message above, and discuss the formality of the expressions.

- there is no charge

- at no extra cost
- free of charge
- it’s included in the price
- the items you ordered are out of stock. We should have some next week.

4. Placing Orders by Emails

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 Here are the two examples of placing orders sent by email:

Task 4: Please read the emails and check the correct column to answer the
questions.
Who .... Ms Gretski Mr Alonso
a. gives a delivery date?
b. is a new customer?
c. discuss the order on the phone?
d. asks for the goods to be express shipped?
e. will pay by certified check?
f. will pay by international money order?
g. attaches a purchase order?

To: DBL Online

From: Marsha Gretski
Subject: Order

Dear Mr Chapman

We would like to place an order for 3 Futura laptops, model no XT 306. Can you
ensure delivery by the 25 of this month?
Please express ship to:

GS Interiors
2333 Lockheed Avenue
Burnaby, BC
Canada V5C6B7

We would like to confirm that the price is as stated in your catalog, with a 15%
discount for new customers. We will pay by international money order on receipt of
the order.

We look forward to receiving your acknowledgement.

Sincerely
Marsha Gretski

The other example of placing an order:

To: DBL Online
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 From: Joseph Alonso
Subject: Order
 Purchace order no J300
Dear Mr Chapman

Following our telephone conversation this morning, I would like to order 3,000
deluxe tweeters, and 3,000 super woofers. Could you deliver the items in accordance
with the purchase order attached?

Please send the items by express freight.

I would like to confirm that the prices are unchanged from our previous order, and
include a 10% discount.

As before, we will pay by certified check with 15 days of receipt of the order.

Best wishes
Joseph Alonso

5. Placing a Repeat Order

Very often the buyers repeat the order, meaning that they like to buy the same
goods as they ordered before, for example:

Dear Frida

We’re pleased to say that sales of the Alio range have been very good and we’d like a
repeat order for the following:

Alio 3 207 = 4 000pcs

Alio 3 215 = 2 000pcs

I’m also interested in ordering 3 000 items from the Alia range which are in your
latest catalogue. Could you give us a firm delivery date in early July and confirm that
our usual discount would apply?

Best regards

Alison

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Task 4: Please use these following expressions to replace the some expressions
in the message above, and discuss the formality of the expressions.

- the most up-to-date catalogue.

- Please confirm that we would receive our usual discount

Task 5: Please match the words or expressions on the left column with those
on the right column.
1. The order is exactly the same as the previous order a. to take delivery
2. recent b. the date of dispatch
3. definite or fixed c. delivery time
4. the date when goods should arrive d. delivery date
5. the day the goods leave the supplier e. up-to-date
6. the length of time between receiving the order and f. repeat order
g. firm
sending the goods.
7. To receive the goods

Notes:
British English American English
quote quotation/estimate
(estimate is also used in British English)
Yours faithfully Youre truly / Sincerely
To dispatch / despatch to ship / send out (also used in British English)

Language Focus
A. Ordering and Delivering
When placing an order the expressions in the table below are useful:
I place and order for six office chairs, 500 mode
would like to no.T5
deluxe tweeters l
0
We order item

items
goods
Can by 14 March
this week
yo deliver the
Could order the end of this month
u before
Pleas ensure delivery next month

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e

Task 6: Write two sentences for each order below. Use different expressions
each time.

1.
200 pairs of Fasta jogging shoes /
Model no. F 342 /
(delivery – by 10 June)
___________________________________________________________
___________________________________________________________
___________________________________________________________

2.
Ten dining table sets /
Model no. JS 700 – 2 /
(delivery – before the end
of February)

___________________________________________________________
___________________________________________________________
___________________________________________________________

B. Methods of Delivery
These are the the expressions to write the methods of delivery. Methods of
delivery can be by train or rail, sea, air, ground, or express delivery
Task 7: Complete the sentences with an appropriate method of delivery. There
may be more than one correct answer for each sentence.
1. 30 tons of cement
Please send the shipment by ________________

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 2. 6 valuable original paintings for the head office
Please send the items via ________________
3. 20 cases of caviar from overseas – urgent
Please send the shipment by ________________
4. 20 secondhand cars from a foreign country.
Please send the shipment via ________________

C. Price and Payment

To discuss price and payment, you can use:
the price is $10 per item.
we will receive a 10% discount.
We would like to confirm that
the prices are unchanged from our previous order

We will pay certified check

As agreed, we will international money order
by
in advance.
on goods
make payment
order.
receipt of the
within 30 days of invoice
.

Task 8: Fill in the blanks in the text below using the words in the expressions
in A, B and C above.
We would like to _________________ that the price is $250 ______________ item,
and that we will _______________ a 15% discount. We will make __________ by
international money ______________, and as ________________, will pay on
________________ of the goods.

Task 9: Write similar sentences using this information.

Confirm price / $39.49 per item /

10% discount / pay by certified check /
Pay on receipt of invoice

___________________________________________________________

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 ___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________

D. Acknowledging an order
If the order number has been mentioned in the letter then you may use these
expressions:
Thank you for of dated 30 June
We are pleased to
your order no.123
inform you that for 3 000 tweeters
4
We are pleased to we have
confirm that received the above order.
This is to inform
you that

Task 9: Write a sentence to acknowledge each order below. Use different

expression each time.
1. Order no. B6299 / 20 August
_________________________________________________________
_________________________________________________________
2. Order no. 2019 / 2,000 Star Ranger alarm clocks.
_________________________________________________________
_________________________________________________________

B. Dealing with Problems

When goods ordered cannot be delivered immediately or whenever you cannot
fulfill the orders, a letter should apologise for these and give an explanation.
1. Delayed delivery
A delivery date should be given, if possible, and express the hope that the
customer is not inconvenienced unduly, for examples:

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 Dear Ms Tongoto
I’m sorry to say that we may not be able to meet the agreed schedule. Our
usual supplier is experiencing difficulties and has warned us that there is a five-
week waiting list for delivery of materials. I’m afraid we will fall behind
schedule if we cannot find an alternative supplier.

Yours sincerely
Emirate Singh

Dear ...
We were pleased to receive your order of 20 January.
Unfortunately we are out of stock of the model you ordered. This is due to the
prolonged rainy season which has increase demand considerably. The
manufacturers have, however, promised us a further supply by the end of this
month and if you can wait until them we will fulfil your order promptly.

We are sorry not to be able to meet you present order immediately, but hope to
hear from you soon that delivery at the beginning of next month will not
inconvenience you unduly.

Yours sincerely

The following is the possible reply of the letter:

Dear Mr Singh
I was very surprised to receive your message. You assured us that this schedule
was guaranteed and there would be no problems keeping to it. Please try to find
an alternative supplier of materials so that there will be no delays.

Yours truly
Elis Tongoto

Task 10: Please use these following expressions to replace some expressions in
the message above, and discuss the formality of the expressions.
1. I am/was sorry to hear about it.
2. We will be late.
3. I’m sorry that we cannot meet the schedule.
4. I’m sorry to tell/inform you that...
5. We will miss the deadline.
6. The goods will be delayed.
7. You guaranteed the schedule.
8. You gave us your word that you would keep to the schedule

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 9. You promised us that you could meet the schedule.

2. Declining Orders
There may be times when a supplier will not accept a buyer’s order for various
reasons such as being unsatisfied with the buyer’s terms and conditions, or the
unavailability of the goods, etc. In this case, utmost care should be taken when
writing to reject an order so that goodwill and future business are not affected. The
following is the example of the letter:

Dear ...
We have carefully considered your counter-proposal of 15 August to our offer
of woolen fabric, but regret that we cannot accept it.

The prices quoted in our letter of 13 August leave us with only the smallest of
margins. They are in fact lower that those of our competitors for goods of
similar quality.

The wool used in the manufacture of our THERMALINE range undergoes a

special patented process which prevents shrinkage and increases durability. The
fact that we are the largest suppliers of woolen fabric in this country is in itself
evidence of the good value of our products.

We hope you will give further thought to this matter, but if you then still feel
you cannot accept our offer we hope it will not prevent you from contacting us
on some future occasion.

We will always be happy to consider carefully any proposals likely to lead to

business between us.

Yours sincerely
.............

3. Damaged goods
In other cases, buyers may faces problems with the delivered goods. The
following is the example of how to decline the goods and the reply of such letters.

Subject: Purchase order FO357 date 16 March 2011

Dear Ms Hirst
On Friday 13 March, we took delivery of a consignment of CD cases. On
unpacking the boxes, we found that many of the cases were damaged. We have

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 customers waiting for the goods so this is extremely inconvenient for us.
We urgently need replacements. Could you let us know when we can expect
them to arrive.

Yours
Eliot Banks

Task 11: Please use these following expressions to replace some expressions in
the message above, and discuss the formality of the expressions.
1. On opening the boxes, we saw ... 6. It has caused us a lot of
2. On reading the instructions, I
inconvenience.
noticed ... 7. This is a great inconvenience for
3. The goods arrive late.
us.
4. The goods were sent to the wrong
8. We need them immediately
address. 9. We would liek a refund.
5. It was very inconvenient. 10. We want our money back.

The following examples are the possible answers:

The first is a letter when the suppliers agree to replace the goods, and the
second is when the suppliers reject the complaint.

Dear Mr Banks
I am very sorry to hear that you had problems with our delivery (ref FO357).
We have sent a replacement order to you by courier. It should be with you
before 10 a.m, tomorrow morning. The same courier will take away the
damaged boxes.

It is no excuse, but our regular packer was on holiday last week. Please accept
our apologies that our service was below our usual standar.

Best regards
Jan Hirst

Or rejecting a complaint
When you write a complaint letter, fax, or email, you have to send the
complaint as soon as possible and explain the situation clearly. You can suggest
a way of solving the problem. All your complaint should be stated politely but
do not apologise of complaining.

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 Dear Mr Banks
With reference to your complaint, our quality control staff have tested all the
goods you sent back to us. I regret that we cannot accept the return as faulty
goods since they meet all our quality standards. However, as a goodwill
gesture, we will accept them as unwanted goods and will issue a credit note. I
trust this meets with your approval.

Yours sincerely
Jan Hirst

Task 12: Please use these following expressions to replace some expressions in
the message above, and discuss the formality of the expressions.
1. I’m very sorry about this. 1. We have ad a staff shortage.
2. I’m sorry, it was my fault. 2. A lot of staff have been off sick.
3. I will sort it out immediately. 3. I’m afraid we can’t accept ...
4. The computer system was down. 4. I’m sorry but we can’t deliver...
5. There was a fire in the building.

Notes:
British English American English
the agreed schedule the schedule we agreed on
on holiday on vacation
apologise apologize
the sales department rarely answer the sales department rarely answers the phone
Note: American English treats company and
the phone
deparmental names as singular.
a credit note a credit receipt /
a credit slip

Language Focus
A. Expressing Problems
To express problems, first you can say what the problem is:
We regret to inform you that - the goods were damanged.
I am sorry to say that - the shipment arrived late.
Unfortunately - you sent us the wrong model.
- the work was unsatisfactory

Then give details:

We ordered TS400 models, but we received TS300

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 There are cracks in the walls.
The plastic casings were scratched in several places.
The promised delivery date was 22 January, but it arrived 6 February.

If necessary, add further information:

We enclose a copy order.
Please find enclosed a photocopy of the shipping order.
I am attaching photographs damage.
work.
These expressions can be combined like this, for example:
I am sorry to say that the goods were damaged. The plastic casings were
scratched in several places. We enclose photographs of the damage.

Task 13: Match the three other sentences in the same way.
1. ____________________________________________________________
____________________________________________________________
2. ____________________________________________________________
____________________________________________________________
3. ____________________________________________________________
____________________________________________________________

B. Expressions for Complaint

When you express your complaint, you may use these expressions to begin
your message:
- I am writing to complain about ...
- I am writing about a problem with ...
- I am writing in reference to ...

Task 14: Write sentences using the expressions above and the phrases below.
Example: Order #7214-649
I am writing to complain about order Order #7214-649
1. your latest shipment
___________________________________________________________

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 2. the installation of computer network software
___________________________________________________________
3. order #XJ 4311
___________________________________________________________

C. Suggesting a Solution
Task 15: Fill in the blanks, using the words in the box.
inspect items ensure replacement

1. Please send us the correct ___________ by 4 January.

2. Please ______________ that future shipments arrive on time.
3. Please send us the ______________ goods as soon as possible.
4. Please send someone to ______________ the building immediately.

Task 16: Choose the best alternative.

Example : We have still not taken/left/received the order.
1. We will send you a replacement order/inquiry/service.
2. Could you change/check/forward the original message to me.
3. You believed/assured/said us that the schedule was guaranteed.
4. Please accept/make/take our apologies.
5. Your order will be quoted/damaged/dispatched on Monday.
6. I’m sorry we can’t meet/take/find the schedule.

Task 17: Complete the sentences with a preposition

1. We are trying to keep ___________ the schedule.
2. Unfortunately the goods did not arrive ____________ time.
3. We would like to place an order ____________ two machines.
4. Please let me know if you have any problems ____________ this.
5. The cases should arrive ____________ 3 p.m. on Friday at the latest.

Task 18: Match the two parts of the sentences.

1. We need the goods a. me if there are any problems.
2. I was very sorry to hear b. for all the inconvenience.

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 3. I’m sorry that c. not clear enough.
4. I’m arranging d. your letter to our Head Office.
5. Please phone e. urgently.
6. I sincerely apologise f. about the problems you have had.
7. I have forwarded g. for an express delivery of your
8. I hope
order.
9. Unfortunately the information
h. I cannot be more helpful.
was i. you are happy with this.

Task 19: The sentences below are part of a company’s response to a letter of
complaint. Complete each sentence with a verb from the box.
showed have experienced to discuss to receive
have sent return letting will refund apologise

1. Thank you for __________ us know about the problems you had with the
delivery.
2. We apologise for the difficulties you __________ .
3. We need __________ how we can improve our service in the future,
4. This morning we __________ you a new consignment by next day delivery.
5. Please __________ the faulty goods to us and we __________ the delivery
cost.
6. Once again, we __________ for any inconvenience caused.

Task 20: Read this letter of complaint from a customer and write a reply. You
may work with your partner
Dear Sir or Madam
This morning we received a consignment of printers from you (Order no SN206). On
unpacking the boxes, we noticed that all the printers were damaged.

Could you please arrange to send a replacement order as soon as possible and
arrange to collect the damaged goods? Hopefully, we will not have to pay for this.

Yours faithfully
Ms Jannie Duval

Write a reply of 50 – 60 words to your customer:

- thanking her for her letter

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 - apologising for the problem
- agreeing to replace the damaged goods today
- offering to collect the damaged goods, at no extra cost

Task 21: Write a complaint email, you may work together with your a
partner. You may use your own imaginary situation.

Task 22: Exchange your complaint to your friend and try to respond your
friends complaints.

Self-evaluation:
1. What did you learn from this unit?
2. Do you have any problem?
3. If you have some problems to understand this unit, discuss them with
your friends or your teacher.

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