CC Unit 7, Complaints and Adjustments (Contd)

Commercial Correspondence
Unit 7
Complaints and Adjustments

(contd)
Replying to letters of complaint
Points to remember when replying to letters of

complaint:
Complaints should be answered promptly.
Emphasize solution rather than the error.
If unjustified, be firm but polite, and try not to
offend.
If you are at fault, express regret and admit it.
2
Replying to letters of complaint
Points to remember when replying to letters of

complaint:
Explain how the matter will be put right or has
been rectified.
Never blame staff.
Reassure the customer of future good service, to
build loyalty.
3
Parts of a replying letter
Four to five parts:

1. Opening
2. Asking for time to investigate the complaint
3. Explaining the mistake/ Rejecting a

complaint
4. Solving the problem
5. Closing
4
Opening
Acknowledge receiving the complaint, and thank

your customer for informing you.
•Thank you for your letter of … informing us that
…
•We would like to thank you for informing us of
our accounting error in your letter of …
•We are replying to your letter of … in which you
told us that …
5
Asking for time to investigate the complaint
• While we cannot give you an explanation at

present, we are looking into the problem and
will contact you again shortly.
• Would you please return samples of the items
you are dissatisfied with, and I will send them
to our factory in Mumbai for tests.
6
Explaining the mistake and telling what has
been done
• The mistake was due to a fault in one of our

machines, which has now been corrected.
• There appears to have been some confusion in
our addressing system, but this has been
sorted out.
• As we are sending out orders promptly, I think
these delays may be occurring in transit. I shall
get in touch with the haulage contractors.
7
Solving the problem
Having acknowledged your responsibility, you

should put matters right ASAP, and tell your
customer that you are doing so.
•Replacements for the damaged goods have been
sent by parcel post this morning. It will not be
necessary for you to return the damaged goods;
they may be destroyed.
8
Solving the problem
• Please would you return the whole consignment

to us, postage and packing forward, and we will
ask the shipping company to come and inspect
the damage so that they can arrange
compensation.
9
Rejecting an unjustified complaint
Be firm but polite. Deny responsibility but try to

give explanation of the problem.
•We have closely compared the articles you
returned with our samples and can see no
difference between them. Therefore, in this case
we are not willing either to substitute the articles
or to offer a credit.
10
Closing
Mention that the mistake is an exception. Apologize

for the inconvenience.
•Itis unusual for this type of error to arise, and the
problem has now been dealt with. Nevertheless, we
are very sorry for the trouble it has caused you.
11
Closing
• Finally, may we say that this was an exceptional

mistake and is unlikely to occur again. Please
accept our apologies for the inconvenience.
• We are sure that you will be satisfied with the
replacements and there will be no repetition of the
faults. Thank you for your patience in this matter,
and look forward to hearing from you again.
12
Practice 2
1. Unfortunately we are unable to arrange for
delivery of the replacements within the period
of time you require. We will therefore
reimburse (refund) you the money by T/T.
2. We are very sorry to hear about the damage to
part of the consignment No. PK1953 that we
sent you last month.
3. You will find enclosed a list of the damaged and
missing articles, and these boxes will be put to
one side until we receive your instructions.
13
Practice 2
4. Unless we receive the components within the
next five days, our customers will cancel the
order and place it elsewhere. And if there is any
loss resulting from this late delivery we shall be
obliged to take legal action.
5. Because the goods were seriously damaged and
cannot be sold (retailed) even at a discount, we
would like to know whether you want us to
return them or hold them for inspection.
14
Practice 3
High Technology Co. Ltd
36 Ba Trieu Street, Hanoi, Vietnam
Telephone and fax: 048-38269743
Your Ref:
Our Ref:
15 December 20__
Brexport
West House
12 Green Lane
London WC209
UK
Dear Mr Smith
Re: Order No. 479NQ
15
Practice 3
We are writing with reference to the consignment
of 500 air conditioners, model AL309, under the
above order shipped on the SS White Lotus which
arrived at Hai Phong port on 15 December 20__.
On examination, the consignment was found in a
short (missing) and damaged condition. We asked
representatives from Vinacontrol in Hai Phong to
make a survey report which shows (indicates):
16
Practice 3
• Out of (Of) the 500 air conditioners ordered, only
495 were delivered; 05 were missing.
• 03 of the delivered units were seriously damaged
in transit due to poor (substandard) packaging.
We enclose herewith the Survey Report and the
photos of the damaged goods and must ask you to
send the missing units not later than 05 Mar 20__ as
we urgently need them to complete delivery to a 5-
star hotel, 4 km to the South of Hanoi, which is due
to open by the end of March 20__.
17
Practice 3
We are holding the three damaged units at your
disposal. You could either send someone to pick them
up or have them repaired and sell them off. We
would also be grateful if you could reimburse us by
T/T to our account at Vietcombank the compensation
of US$2,730.00 for these three units (US$ 910.00 per
unit) with all the expenses to your account.
We look forward to your early satisfactory solution.
Yours sincerely
(Signed)
Enc. 1. Survey Report
2. Photos of the damaged goods
18
Practice 4
PHUONG NAM Co. Ltd
36 Ba Trieu Street, Hanoi, Vietnam
Telephone and fax: 048-38269743
Your Ref:
Our Ref:
29 May 20__
Tailor & Son, Ltd

55 Bradfield Road
Northamptonshire
UK
Dear Mr Smith
Re: Order No. 3648
19
Practice 4
We are writing with reference to the consignment
of electronic appliances under the above order
shipped on the MV Red Lotus. On arrival at HP
port on 20 May 2010, it was found in a short and
damaged condition.
We asked representatives from Vinacontrol in HP
to make a survey report which shows:
20
Practice 3
• Out of 250 fridges ordered and also stated in
the packing list, only 235 were delivered, 15
were missing.
• 20 of the 150 boxes containing air-conditioners
were broken, and the air-conditioners were
damaged beyond repair.
• 200 ordered Sony colour TVs were missing/ not
delivered.
21
Practice 3
We enclose the Survey Report and must ask you
to send immediately the replacements for the
missing fridges and broken air-conditioners with
all the expenses to your account, so that we can
complete our sales to our local customers in time.
If these goods do not arrive before 15 July 20__
we will refuse (reserve the right to refuse) to take
delivery of them and must ask you to pay a
penalty which is double the value of the goods.
22
Practice 3
We regret to inform you that we have to cancel
the contract regarding the 200 colour TVs, which
we ordered for sales during the 1 May occasion.
As it is now 29 May and they have not been
delivered we would like to lodge our claim for the
liquidated damages which are 10% of the
contract value.
We look forward to your early satisfactory
solution.
Yours sincerely
Enc. 23

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Commercial Correspondence

Complaints and Adjustments

Points to remember when replying to letters of

Emphasize solution rather than the error.

If unjustified, be firm but polite, and try not to

Points to remember when replying to letters of

Reassure the customer of future good service, to

Four to five parts:

2. Asking for time to investigate the complaint

3. Explaining the mistake/ Rejecting a

Acknowledge receiving the complaint, and thank

• While we cannot give you an explanation at

• The mistake was due to a fault in one of our

Having acknowledged your responsibility, you

• Please would you return the whole consignment

Be firm but polite. Deny responsibility but try to

Mention that the mistake is an exception. Apologize

• Finally, may we say that this was an exceptional

Tailor & Son, Ltd

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