ORDER AND COMPLAINT LETTER

ORDER LETTER

Definition of Order Letter

         An “Order” is an expense for the person placing the order and an income for the one getting it. But this is not all. The company that bags the order has to fulfill lot of commitments to ensure that it has a satisfied customer, which can be an individual or another company. Timely delivery of the order, quality of delivery and after sale service – are all part and parcel of getting an order.

         An Order Letter is the one that is written by the person/company placing the request of purchase from another company. This letter comes into action only when a detailed study of the desired product has been done in the market and based on promised service, quality and price of the product, a decision for a purchase has been made.

         An Order Letter should be drafted very carefully as it needs to pen down all the terms and conditions of the purchase for the benefit of both involved parties. It should have details such as product specifications, quantities, price agreed upon, delivery date, late delivery clauses, etc. It should be addressed to the person responsible for the execution of the order with a copy to the head of department. Since it is totally an official letter it should be typed.

DOS AND DON’T’S OF ORDER LETTER

• An Order Letter should be addressed to the person responsible for executing the order
• It should include all the terms and conditions agreed upon by both involved parties
• Since it is purely an official letter it should be typed out
• There is no need to use too many adjectives in the letter since it is purely for an order being placed
• The letter should have all relevant details related to the order, for example, quantity, price and other terms and conditions

Example of Order Letter

BEAUTY & CO. LTD

Kuningan Street No. 2

JAKARTA

November 25, 2016

Unilever Indonesia

Sudirman Street Kav. 16 C

JAKARTA

Subject            : Order for Cream

Dear Madam,

Thank you for your catalogue and the price list. We are glad to place our first order with you for the following items:

1.      150 pcs Day Cream “CITRA”                 @100.000 = Rp 15.000.000

2.      200 pcs Night Cream “CITRA”               @150.000 = Rp 30.000.000 +

                                          Total Amount                      Rp 45.000.000

We did cash payment 2 days after goods are received. Our hope is the goods are sent after we sent the order letter.

Thank you for your attention.

Your truly,

BEAUTY & CO. LTD

Diyah Wieny P.
Purchase Manager

COMPLAINT LETTER

         Complaint letter definition can be described in many ways. A complaint letter is the part of written communication. In general word complaint letter means a letter which is written to submit a complaint to the authority. And it is generally done when other way of complaint are failure like phone, email etc.

Definition of Complaint Letter

         A Complaint letter   is a letter from the buyer containing claims for compensation to the seller because of damage to goods, goods lost in transit, quality does not comply with an order that  could be detrimental to the buyer. In this case, the buyer should include a good reason about the complaint. If the claim is proven, then the buyer is entitled to receive replacement of goods or reimbursement. However, if damage to the goods was caused by the buyer himself then he is not entitled to claim losses to the seller.         On the other hand, the seller must examine the charges against him by investigating the causes of this  complaint. Is it really the fault of the seller, the carelessness of the packing, delivery of goods or the buyer? Thus, he can contact the party who made a mistake. If the fault is caused by the seller, he has to accept these demands. When the fault of the sender or transport, then the seller may request accountability from them. Similarly, if the fault comes from the buyer.

A good complaint letter consists of 4 parts :

1. Opening Information : We hereby inform you that we have received our order on time.
2. Problem : However, after we check it, it turns out there is some stuff that does not comply with our orders and some others were damaged.
3. Request : We hope that you can check them out and replace the damaged stuff as soon as possible.
4. Closing : We look forward to hearing from you shortly.

Causes of Drafting Complaint Letter or, Sources of Mistakes giving rise to Complaints

The following are usual causes for which a complaint letter is drafted:

1.    Problem with the delivered goods: If the goods that are delivered are :

• Under weight,
• Obsolete,
• Defective,
• Incomplete,
• Not according to buyer’s specification such as color, brand, size etc.
• Wrong or poor quality; then buyer can make a claim to the seller for the mistake.

2.    Pricing: If there is any mistake in preparing the invoice of the shipped goods, then such letter is written.

3.    Packing: Faulty or poor packing of the goods causes damage to the goods which can be claimed to the seller.

4.  Transport: Goods are supposed to be shipped according to convenience of the buyer. But if wrong carrier is used it may call for writing such letter.

5.   Terms & Condition: If the terms and condition of business are violated by the seller then such a letter is placed.

6.    Faulty Insurance: If insurance coverage is not made properly according to instruction of the buyer, then there may be claim through complaint letter.

Example of Complaint Letter

BEAUTY & CO. LTD

Kuningan Street No. 2

JAKARTA

Ref : 34 P

November 30, 2016

Unilever Indonesia

Sudirman Street Kav. 16 C

JAKARTA

Subject            : Complaint about the damage of the goods

Dear Madam,

Through this letter we inform you that our order have been received on November 29, 2016. However, after we checked the products you sent us, there are 10 pcs day cream 15 pcs night creams damaged. Perhaps this is because in the packaging of the product is less good.

We hope in the future, we would not receive anymore damaged products like this. If this thing happen again, we are sorry that we will cut off our cooperation contract.

Thank you for your concern. We will wait for you reply.

Your truly,

BEAUTY & CO. LTD

Diyah Wieny P.

Purchase Manager

Write a complaint letter

Unilever Indonesia

Sudirman Street Kav. 16 C

JAKARTA

December 1, 2016

BEAUTY & CO. LTD

Kuningan Street No. 2

JAKARTA

Subject            : Complaint about the damage of the goods

Dear Madam,

We have received your letter No. 34 P dated November 30, 2016 on the complaint of the product. For that incident we apologize profusely.

After we check out, it is true there is damage to the products that we send. This happens because our employees are less cautious in the packaging of the product.. We will replace the defective product within 14 days. And we promise that this mistake will not happen again in the future.

Thank you for your understanding.

Your truly,

Unilever Indonesia

Fadli Rizqi A.

Manager

Reference:

http://www.letters.org/order-letter/order-letter.html

http://www.englet.com/complaint

http://www.businesscommunicationarticles.com/complaint-letter-definition/

INQUIRY LETTER

            In the business world, various letters are communicated and among them inquiry letter is a one which seeks information for future decision. Definition, forms and content of inquiry letter are described below: Generally when a buyer sends a letter to a producer or seller of a product or service to know about any product or service in detail such a letter is termed as inquiry letter.

Definition of Inquiry Letter

In broad sense, when a buyer wishes to get some information about the quantity, price, quality and availability of goods or about the terms of sale, he writes a letter to the seller known to be inquiry letter. Here you can get definition, forms and content of inquiry letter.

As Gartside said: “An inquiry letter asks information like catalogue, quotation, sample, cost of a product from a seller in a concise and clear way.”

J. H Jains quoted: “The business letter which collects valuable information of the business and therefore provides price reduction and profit earning facilities is defined as inquiry letter”

Forms of Inquiry Letter

Forms of Inquiry letter may take any of the following forms:

1.  Solicited Inquiry: An inquiry made in response to the seller’s advertisement and publicity.

2.   Unsolicited Inquiry: An inquiry made at the buyer’s own initiative.

3.   Inquiry for favor: An inquiry about some other information which may be about some special price or some favorable terms.

4.  Routine inquiry: An inquiry made by an old buyer in the usual course of business so, A letter of inquiry which asks valuable information from seller or producer should be:

·         Straightforward and courteous

·         Positive and confident in tone

·         Brief, complete and correct.

Content of Inquiry Letter / Factors to be considered for drafting an Inquiry Letter

Generally content of inquiry letter asks information regarding two things which are:

1. Price, quality, quantity and availability of a product
2. Business policy related information such as terms of credit

Keeping the above two things into consideration an inquiry letter should highlight the following matters:

1. Name: The product that is going to be purchased should be mentioned clearly in such letter.
2. Description: Information like quality, quantity, size & share, local or foreign origin and others of the inquired product should be mentioned clearly.
3. Sample: Such letter should request for sample of the inquired product
4. Price list: Such letter should ask for price list of the inquired product.
5. System of Supply: When, where, how and in what terms the product should be traded must be asked by such letter.
6. Payment system: What should be the way to pay the price should be sought by such letter.
7. Transportation: The way of shipment of the inquired product should be asked by such letter.
8. Provision for Addition or subtraction of value and quantity: Because of change in the economy or other events whether there would be any provision for plus/minus of value and quantity of inquired product must be sought by such letter.
9. Assurance: If the sales term and other conditions favor the buyer, whether he can go for bulk purchase or not and in this connection what additional benefits will be given should be inquired by such letter.

 The above matters should be mentioned properly in a systematic, brief and complete way.

Example of Inquiry Letter

BEAUTY & CO. LTD

Kuningan Street No. 2

JAKARTA

Ref : 49 / I/ 16

October 17, 2016

Unilever Indonesia

Sudirman Street Kav. 16 C

JAKARTA

Subject            : Request for Catalogue

Dear Sir or Madam,

We are interested in the ads that you create on GIRL magazine October 13, 2016 edition of CITRA cream. We need to inform you that our company is engaged in the field of beauty, our customers are teenagers.

Because we do not know in detail about CITRA cream sales, then we want you to be able to explain to us about the quality, price list, terms of payment and delivery of goods is also about the other information we need to know. We would greatly appreciate it if you could send the latest catalogue and sample of product.

We await your reply as soon as possible. For your attention thank you.

Your truly,

BEAUTY & CO. LTD

Diyah Wieny P.
Purchase Manager

Reference:

http://www.businesscommunicationarticles.com/definition-forms-and-content-of-inquiry-letter/

PART OF BUSINESS LETTER & THE STYLES OF BUSINESS LETTER

Part of Business Letter

1)    Letter Head

      A letter head consists of a name and address of a firm that sends a business letter. It sometimes consists of telephone number, address of branch of offices, names of CEO. It is usually printed on the top of the paper.

Examples :

a.        

ENGLET & BROT LTD
115 Downing Street
LONDON- ENGLAND

b.       

GOOGLE MILLS INCORPORATION
499 NORTH WARREN AVENUE
SYRACUSE 2, NEW YORK

Phone     : 1499

President: Francois Carlos          Established : 1999

2)    Date Line

      It consists of date, month, year or (month, date, year). If there is no Letter Head, make sure you put the name of the city before the date line.

Examples :

23rd November, 2013     or        November  23rd, 2013

28 July, 2013                    or        July 28, 2013 

 

      If there is no letter head in a letter, you must write a full address of the sender, example :

115 Downing Street, London

June 28th, 2009

 

3)    Inside Address

It usually consists of 3 or 4 lines, :

The name of a person or the firm you are writing  to.

Number, the  name of the street

The name of city ( A country when applicable)

Examples :

Mr. Prana Pramudya

115 Downing Street

London

 

Mmes. Robert Thompson & Audrey

112, Downing Street

London E.C. 2, England

 

4)    Attention Line

     Business letters are usually  more addressed to companies than to one person. But, sometimes this form of written communication should take place between company and  company  or between company and a person and vice versa. In this situation we need to use what people call "attention line". We mostly use attention line for the following three reasons :

·         We want the letter directly delivered to a certain people in a company.

·         We do not know the person's name we are writing to and we decide to write to the company he or she works in.

·         We want the letter to reach a person we are writing to faster.

Attention line is usually put after inside address.
Example :
Gifted Restaurant
16771 Fifteen Avenue
New york, N. Y.

Attention  :  Miss Rachel White

5)    Salutation

a.      British Style

Examples:

·         Dear Sir,                    

·         Sir,                            

·         Dear Sirs,                   

·         Dear Madam,             

·         Mesdames,

 

b.     American Style

Examples:

·         Dear Sir:

·         Sir:

·         Gentlemen:

·         Dear Madam:

·         Mesdames:

 

      If you know the person you are writing to, you can use the style below which is more personal or informal:

·         Dear Mr. Brown,

·         My dear Madam Tiara,

 

6)    Subject Line

Subject Line is usually capitalized and underlined.

Examples:

CHEAP CRUISE TO SCANDINAVIA

SCANDINAVIAN VACATION

 

7)    Body of The Letter

A  good letter body should fulfill the following requirements : 

• Concise / short : Never make up sentences just to make a letter look longer.
• Simple : Avoid making up complex sentences. Try to make up a simple sentence. 
• Systematic : Always put your ideas in order from A to Z. ( From opening paragraph to closing paragraph there should not be any repetitions)

Body of The Letter consists of 3 paragraphs :

·         The Opening Paragraph

·         The Content Paragraph

·         The Closing Paragraph

8)    Complimentary Closes

Complementary Closing usually consists of 2 lines:

·         Closing Words / Expressions

·         Name of Firm

Examples:

Yours truly,

Wisnu & Ninda LTD

Truly Yours,

Wisnu & Ninda LTD

9)    Signature Line

      Business letter signature line usually consists of signature of the person who writes the business letter. Below the signature we usually put our name. Below our name, sometimes we put our title or position in the company or institution we work in. Mostly, this is just to inform the person who has not known us before.

Examples :

      Signature

 

      Adam Williams

Customer Relation Manager

 

10)           Identification Initials

     Identification Initials are usually used by large-sized companies for administrative purposes only. Identification Initials mainly have two functions :

a.       to give information about the secretary or the author of a business letter.

b.      to provide data in case of some incidents or errors. 

      Identification Initials are generally put at the left-hand bottom, just after the signature line. They are sometimes put at the same line with the date line.
Example:
J.B./m.h.
The identification initials mean that the author is Jack Brown and the secretary/clerk is Meredith Harrison.

11)           Enclose Reference

     When our business letter has one or more attachments, such as price list, collection letter, brochure, invoice, resume etc., we must make sure that we state it in the main letter. The statement that we send another paper other than the main letter is called enclosure reference. This enclosure reference is usually shortened as Enc. or ENC.or Inc. or Encl. or Incl..
Example:

Encl.         : 1 (one) Illustrated price list
Incl.           : 1 (one) Invoice
Enc.          : Our 2010 Catalog
Inc.            : Cheque no. 954646/B

 

Business Letter Styles

          Business letter styles have developed gradually. This development is caused by the creative ideas on how to do things better. By now there are a lot of business letter styles we can choose. A certain company usually choose one certain business letter style because most of the companies usually print their letter head in special paper for practicability in order that they do not have to manually type the letter head again. Nevertheless, sometimes it is not easy for us to write a business letter because we cannot figure out what a business letter should contain. Business letter styles that we normally use consist of five styles, they are full block styles, modified block styles, semi block styles, indented styles, hanging paragraph styles. The followings are business letter templates you might need someday.

1.     Full Block Style

      It is the popular and easiest style of formatting business letter. In a full block format letter, all text or part is aligned or starting from the left margin. Paragraphs are not indented. Therefore, no time is lost in typing adjustment.

 

 

2.     Modified Block Style

     In a Modified Block Style letter, we usually put all text  aligned to the left margin, except for the author's address, date, and complimentary closing. All paragraphs we write in a modified block style  are not indented. The author's address, date, and closing begin at the center point.

3.     Semi Block Style

Semi Block Style. The followings are the characteristics of a Semi-Block Style :

1.   All text is aligned to the left margin, except the date, attention line, and complimentary close.

2.   Paragraphs are indented. 

3.   Paragraphs are separated by double or triple spacing.

4.     Indented Style

     It is the oldest style of writing business letters. In an indented format letter, the first word of every paragraph is written leaving some (two or four) spaces from the left margin. Other parts are arranged- date is right margin, inside address left margin, subject is in the middle of two margins and complement close in the right margin, etc.

 

 

5.     Hanging Paragraph Style

      In a Hanging format letter, second and subsequent lines of a paragraph start leaving one or two words from the first word of the first line. Here parts of the letter can be arranged according to the block or indented style. This style is identical to the semi-block style with one exception. Instead of the first line being indented all other lines in each paragraph is aligned with the left margin.

Sumber :

http://www.englet.com/parts

http://www.englet.com/parts/styles#TOC-Business-Letter-Format-Styles-

http://www.englet.com/parts/styles/full-block-format

http://www.englet.com/parts/styles/modified-block

http://www.englet.com/parts/styles/semi-block

http://www.englet.com/parts/styles/indented

http://www.englet.com/parts/styles/hanging-paragraph

http://thebusinesscommunication.com/format-of-a-business-letter/

Nama : Diyah Wieny P (23214221)  

Kelas : 3EB10