Text 3. Orders and Reclamations

A business transaction often starts with a letter of inquiry followed by an order. Both inquiry and order stimulate business activity on the part of recipient. They are typically asking letters. Orders express the writer’s intention to do business with his correspondent usually by buying some goods from him. It should be mentioned that the supplier must send order acknowledgement as an answer.

The advice of dispatch follows the order acknowledgement. The first thing before writing such a letter is to examine carefully whether the partners’ account is valid. That is why, just in the first paragraph we often come across the phrase - “Your credit was confirmed by our bank yesterday”.

Reclamations or complaint letters request some sort of compensation for defective or damaged merchandise or for inadequate or delayed services. The essential rule in writing a complaint letter is to maintain your poise and diplomacy no matter how justified your gripe is. Say exactly what compensation you desire. Provide a fully detailed narrative or description of the problem. Do not insist that the recipient have deliberately committed the error or that the company has no concern for the customers.

Letters that are written in response to claims may be called adjustments. They are among the most difficult to write as they require patience tact and diplomacy. The letters must be handled carefully when the requested compensation cannot be granted. The supplier must show his or her understanding of the situation and express his or her willingness to adjust it. Try to offer some practical or substitute compensation or give some friendly advice. Conclude the letter cordially expressing the confidence that you and the writer will continue doing business.

Answer the questions:

1. What is the main goal of orders?

2. What type of business letters are orders?

3. What is the advice of dispatch?

4. What should you always remember writing the advice of dispatch?

5. What do reclamations request?

6. What is the main rule in writing a complain letter?

7. What facts should be mentioned in reclamations?

8. What should not be mentioned in reclamations?

9. How do we call letters written in response to claims?

10. Is it easy or difficult to write adjustments?