Commercial Correspondence

Unit 7

Complaints and Adjustments

Faculty of English for Specific Purposes

Commercial Correspondence
 Complaints, Claims and Adjustments

A complaint letter informs the company

that the customer is dissatisfied with the
goods or services.
A claim is a complaint to inform the
company of the problem and suggest a
fair compensation.
An adjustment is the company’s reply to
the complaint/claim.
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 Complaints and Adjustments

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3 Commercial Correspondence
 Why are there complaints?

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4 Commercial Correspondence
 Making a written complaint

Points to remember before making complaints:

1.Make your complaint at once.
2.Purpose: not to express anger but to get
results. Therefore: avoid a rude, hostile or
demanding tone.
3.Do not assume that the supplier is

automatically to blame.
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 Making a written complaint

Six parts:
1. Opening
2. State of goods in further details
3. Explanation of the problem (optional)
4. Enclosed documents
5. Suggestions for solutions
6. Closing
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 Opening

 Acknowledge the consignment: name of

goods, order number, name of vessel,
delivery dates…
 Describe briefly the problem

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 Opening

• We would like to inform you that the

consignment of … was in damage.
• I am writing to complain about the
consignment of … shipped by/ carried by/
shipped on board (name of vessel), arriving
at (port) on (date) …
• … which arrived at Sai Gon port on (date)
• … under/against Order No. P123/ the above
order Faculty of English for Specific Purposes
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 Opening

• I am writing with reference to Order No. P32,

which we received yesterday.
• We thank you for so promptly delivering (the
consignment/goods) we ordered on (date).
However, on its/their arrival at Sai Gon port on
(date), it was /they were reported (found/
discovered) missing (short-delivered/ damaged/
in damage/ in a damaged condition/ in a short
and damaged condition). Faculty of English for Specific Purposes
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 State of the goods in further details

• Upon the arrival of the consignment at the

port, it was found (discovered) that …
• On opening the parcel received this morning
we found that …
• When we opened the cases (we had the cases
opened), it was found that …

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10 Commercial Correspondence
 State of the goods in further details

• ... under (with/by) the supervision of an

inspector (a surveyor) from Vinacontrol in Ho
Chi Minh City
• ...with the presence of the representatives
from the local Vinacontrol, the condition of the
goods has been stated as follows.

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 State of the goods in further details

Wrong Delivery
•Against 20 items ordered (stated in the invoice),
the actual consignment consists of only 18 items.
•There is a difference between your invoice and
the packing list. The actual consignment …
In accordance (conformity) with our contract, the
•

consignment must include…, but we found…

•The delivery consisted of … instead of … I asked
for. Faculty of English for Specific Purposes
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 State of the goods in further details

Low Quality
•The goods are not up to our requirements
(expectations).
The goods do not tally with the samples.
•

•The consignment does not meet the standard we

required.
The quality is low (inferior to/ below the standard).
•

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 State of the goods in further details

Damage
Out of 20 items ordered (received), 2 items have
•

been seriously broken (crushed/ dented).

The boxes were damaged and looked as if they had
•

been broken open in transit (during transportation).

Case No. 12 under the above order was reported
•

damaged.

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 Explanation of the problem

• We presume (reckon/suppose) that …

• The representatives from Vinacontrol hold
(maintain) that …
• The shortage was due to the mistake in
packing. (due to careless/improper/
inadequate / poor packaging).

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 Enclosed documents

• To prove the situation (what we have said) …

• To support our complaint (case), we enclose
(the following documents):
 a Survey Report (SV) (Biên bản giám định)

 a Cargo Outturned Report (COR) (Biên bản dỡ hàng)

 a Report on Receipt of Cargo (ROROC) (Biên bản
nhận hàng với tàu)
 a packing list/ an invoice/ a Bill of Lading
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 Suggestions for solutions
(Buyer’s possible activities)

• to put (hold) the goods aside at one’s disposal

• to put aside (on one side/at our warehouse) until
receiving further instructions
• to return the goods by parcel post for immediate
replacement
• to return (send back) the goods at your expense
• to sell (dispose) the goods at the highest possible
(obtainable) price Faculty of English for Specific Purposes
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 Suggestions for solutions
(Seller’s possible activities)

• to arrange to deliver the remaining items as soon

as possible
• to send the replacements before (by) …
• to pick up the wrongly-delivered goods
• to offer a discount (a price reduction/ a credit for
the next orders)
• to arrange shipment of the missing goods/ to
arrange for repairs within (not later than) …
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 Closing

Express hope for a prompt and satisfactory solution

of the problem
We look forward to your sensible (acceptable/
•

satisfactory) solution.
We hope you will look into (take up) the matter
•

and have it solved immediately.

•We hope the matter would be put right in no time
(at once).
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 Closing

• We feel there must be some explanation for this

delay and await your prompt reply.
• We hope to learn that you are prepared to make
some allowance in these circumstances.
• I hope to receive a complete refund soon.
• In case there is no satisfactory solution within a
month, we have no choice but (we are obliged)
to take legal action.
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 The language of complaints

1. Avoid emotional terms like disgusted, infuriated, or

amazed. Dissatisfaction can be expressed by saying:
• We are far from satisfied with the service you offer.
• Please ensure that this sort of problem does not
arise again.
• Unless you can fulfil our orders efficiently in the
future we will have to consider changing to another
supplier.
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 The language of complaints

2. Use the passive and impersonal structures to

avoid being rude or personal.
Make the following sentences more polite:
• You must correct your mistake as soon as possible.
• You made an error on the statement.
• You don’t understand the terms of discount. We told
you to deduct discount from net prices, not CIF
prices.
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 The language of complaints

Suggested answers:
• The mistake must/should be corrected as soon
as possible.
• There appears to be an error on the
statement.
• There seems to be some misunderstanding
regarding terms of discount. Discount is deducted
from net prices, not CIF prices.
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 The language of complaints

3. Avoid using words like your/our fault or blame.

For example:
• It is not our fault. It is probably the fault of your
despatch department.
Instead, write:
• The mistake could not have originated here, and
must be connected with the despatch of the
goods. Faculty of English for Specific Purposes
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