7 Chapter 6: Complains and claims

In spite of preceding arrangements and the settlement of the terms and conditions of a transaction in writing, errors and other unpleasant circumstances may sometimes occur in the course of a transaction; and these often lead to tedious disputes.

Usually a case starts with the unsatisfied party sending a letter of complaint which is in itself a claim. Where substantial discrepancies are found between the shipment and the terms and conditions of the order or contract, the trader will ask for an indemnity or place the goods at the disposal of the seller.

Following are two kinds of complaint often made by the buyer:

1. Genuine complaint arising from the delivery of the wrong goods, damaged goods or insufficient goods, inferior goods and non-ordered goods.

2. The complaint made by a customers who does not want to take delivery of the goods because he finds that they could be bought more cheaply elsewhere and who, therefore, wants to get out of the contract. This usually takes the form of a complaint that the goods are not according to the sample or descriptions or that there is some fault in them. The seller, of course, knows the complaint is unsupported by facts but he has to prove this, which is not always easy when the buyer is on the other side of the world.

1. Writing Letters of Complaint and Claim

When you have a genuine complaint, you may feel angry but you must not show this in your letter, because the supplier may not be to blame. When making a complaint:

1.1. Plan your letter as follows

1. Begin by regretting the need to complain

2. Mention the number, the date of the order, the date of delivery and the goods complained about

3. State your reasons for being dissatisfied and ask for an explanation

4. Refer to the inconvenience caused

5. Suggest how the matter should be put right.

1.2. And observe the following rules

1. Make your complaint at once

2. Assume that your supplier will want to put matter right. It is, after all, in his interests to do so.

3. Don’t assume that your supplier is to blame; he may have a perfectly good defense

4. Confine your complaint to a statement of facts and a polite enquiry as to what your supplier proposes to do about it

5. You may or may not decide to suggest how the matter should be put right, but don’t suggest how the mistake may have occurred; that is a matter for the supplier

6. Above all, avoid rudeness; it may well create ill – feeling and cause the supplier to be unwilling to be helpful.


2. Replies to complaints and Claims

When dealing with a complaint, observe the following rules:

1. It is often said that the customer is always right. It is certainly a sound practice to assume that he may be right

2. If you cannot deal with it promptly, acknowledge it at once. Explain that you are looking into it and that you will send a full reply later.

3. If the complaint is unreasonable, point this out politely and in an agreeable manner.

4. If you are to blame, admit it readily; express your regret and promise to put matters right.

5. Never try to excuse yourself by blaming any of your staff; you are, after all, responsible for what they do.

3. Examples of Complaints and Replies to Complaints

Example 1.

a. Complaint of Wrong Delivery

Dear Mr. Cliff,

I have received a consignment of 60 dressing tables from you yesterday, my order No. 1695, which were ordered from your Summer catalogue, No. GR 154; But on unpacking them I found that six heavy mahogany-finished dressing tables had been sent, instead of the light pine-finish ones asked for.

As most of my customers live in small flats earning a moderate income it is doubtful that I will be able to find a market for larger more expensive products.

I also have firm orders for the goods asked for. Would you deliver my order as soon as possible, and at the same time have some one pick up the wrongly delivered goods? Thank you.

Yours sincerely,

b. Reply to Complaint of Wrong Delivery

Dear Mr. Quang

Thank you for your letter of 3 February in which you said that you have received a wrong delivery to your order No. 1695.

I have looked into this and it appears that you have ordered from an out-of-date catalogue. Our current winter catalogue lists the dressing tables you wanted under DR 189.

I have instructed one of my drivers from our representative office in Hanoi to deliver the pine-finish dressing tables tomorrow and pick up the other consignment at the same time. Rather than sending a credit note, I will cancel invoice No. T4451 and include another, No. T4467, with the delivery.

There is also a winter catalogue on its way to you in case you have mislaid the one 1 originally sent you.

Yours sincerely,

Example 2.

a. Complaint of Damage

Date: 15 August 20…

Dear Mr. Causio,

Our Order No. 14478

I am writing to you to complain about the shipment of sweaters we received yesterday against the above order.

The boxes in which the sweaters were packed were damaged, and looked as if they had been broken open in transit. From your invoice No. 18871 we estimate that thirty garments have been stolen to the value of £ 115.00; And because of the rummaging in the boxes, quite a few other garments were crushed or stained and cannot be sold as new articles in our shops

As the sale was on a CIF basis, we suggest you contact your forwarding company with regard to compensation.

You will find a list of the damaged and missing articles attached, and the consignment will be put to one side until we receive your instructions.

Yours sincerely,

b. Reply to Complaint of Damage

Dear Mr. Crane,

Thank you for informing us about the damage to our consignment (Inv. No. 18871).

From our previous transactions you will realize that this sort of problem is quite unusual. Nevertheless, we are sorry about the inconvenience it has caused you.

Please would you return the whole consignment to us, postage and packing forward, and we will ask the shipping company to come an inspect the damage so that they can arrange compensation; It is unlikely that our insurance company needs to be troubles with us this case.

If you want us to send you another shipment as per your order No. 14478, please let us know. We have the garments in stock and it would be no trouble to send them within the next fortnight.

Yours sincerely,

Example 3.

a. Complaint of Bad Workmanship

Dear Mr. Nam,

I am writing to you with reference to the above premises which you refitted last February.

In the past few weeks a number of faults have appeared in the electrical circuits and the flooring, which have been particularly dangerous to our customers.

With regard to the electrical faults we have found that spotlights on the far wall have either failed to work, or flicker while they are on, and replacing the bulbs has not corrected the fault.

The Duraflooring which you laid has been showing signs of deterioration with some areas being worn through to the concrete creating a hazard to our customers.

Will you please come and inspect the damage and arrange for repairs within the next week? The matter is urgent as we can be suited if any of our customers are injured by falling over the cracks in the flooring. I would also take the opportunity to remind you that you have guaranteed all your fixtures and fittings for one year. I look forward to hearing from you soon.

Yours sincerely,

a. Reply to complaint of bad Workmanship

Dear Mr. Bellon,

The manager of your shop has probably told you by now that I came down to inspect the damage you wrote to me about in your letter of 7 July.

I looked at the faulty electrical wiring and this appears to have been caused by dripping water from the floor above. My foreman, who put the wiring in February, tells me that the wall was dry at the time he replaced the old wires; However, we will make the repairs and seal of that section. Duraflooring is one of the most hardware materials of its kind on the market and I was surprised to hear that it had worn away within six months, so I made a close inspection. I noticed that the floor had been cut into and this seems to have been the result of dragging heavy sharp boxes across it, possibly the ones you use to store some perishable products in. The one-year guarantee we offer on our workmanship is against normal wear and tear, and the treatment the floor has been subjected to does not come under this category. I am quite willing to have the surface replaced, but I am afraid we will have to charge you for the materials and work involved. If I may, I would like to suggest that you instruct your staff to use trolleys when sifting these containers.

I am sorry about the inconvenience you have experienced and will tell my men to repair the damage as soon as I have your confirmation that they can begin work.

The floor repairs should not come to more than £490 and the work can be completed in less than a day. Perhaps we can arrange for it to be completed on a Sunday when the shop is closed.

Yours sincerely,

Example 4.

a. Complaint of Non-Delivery

Dear Sirs,

Order No. VC 58391

We are writing to you with reference to the above order and our letter of 22 May in which we asked you when we could expect delivery of the 60 dynamos (Artex model 55) you were to have supplied on 3 June for an export order.

We have tried to contact you by phone, but could not get anyone in your factory who knew anything about this matter.

It is essential that we deliver this consignment to our Greek customers on time as this was an initial order from them and would give us an opening in the Greek market.

Our deadline is 28 June, and the lorries have been completed except for the dynamos that need to be fitted.

Unless we receive the components within the next 45 days, the order will be cancelled and placed elsewhere. We should warn you that we are holding you to your delivery contract and if any loss results because of this late delivery we will be taking legal action.

Yours sincerely,

c. Reply to Complaint of Non-Delivery

Dear Mr. Blackburn,

Thank you for your letter of 20 June concerning your order (No. VC 58391) which should have been supplied to you on 3 June.

First let me apologize for your order not being delivered on the due date and for the problems you have experienced in getting in touch with us about it. But as you may have read in your newspapers we have experienced an industrial dispute which has involved both administrative staff and employees on the shop floor, and as a consequence, has held up all production over the past few weeks.

I can tell you that the dispute has been settled and we are back to normal production. There is a backlog orders to catch up on, but we are using associates of ours to help us fulfill all outstanding commitments. Your order has been given priority, so we should be able to deliver the dynamos before the end of this week.

May I point out, with respect, that your contract with us did have a standard clause stating the delivery dates would be met unless unforeseen circumstances arose, and we think you will agree that a dispute is an exceptional circumstance. However, we quite understand your problem and will allow you to cancel your contract if it will help you to meet your own commitments with your Greek customers; But we will not accept any responsibility for any action they may take against you.

Once again let me say how much I regret the inconvenience this delay has caused, and emphasize that it was due to factors we could not have known about when we accepted your delivery dates.

Please phone or fax me letting me know if you wish to complete your order or whether you would prefer to make other arrangements.

I look forward to hearing from you within the next day or so.

Yours sincerely,

Example 5. Wrong goods

a. Complaint

Dear Sirs,

Our Order No TD 412/50 P2

We duly received the documents and took delivery of the goods on arrival of MS. Mark at Hai Phong Port on 5th August.

On first account everything appeared to be correct and in good condition except case No 10. When this case was opened we found it contained quite different articles. And we can only presume that a mistake was made and the contents of this case were for another order.

As we need the article we ordered to complete the delivery to our own customers we must ask you to arrange the despatch of replacements as soon as possible. We enclose the Survey Report issued by local Vinacontrol and the list of contents of case No 10, and shall be glad if you will check this with our order and your copy of the invoice.

In the meantime we are holding the above mentioned case at your disposal. Please let us know what you wish us to do with it.

Yours faithfully,

b. Reply

Dear Sirs,

Re: Your Order TD 412/50 P2

We thank you for your letter dated 6th August. We were glad to know that the consignment was delivered promptly, but it was to be regretted that case No. 10 did not contain the goods you ordered.

On going into the matter we find that a mistake was indeed made in the packing through a confusion of numbers, and we have arranged for the right goods to be despatched to you at once.

We shall be much obliged if you will keep case No. 10 and its contents until called for by the local agents of the World Transport Ltd., our forwarding agents, whom we have instructed accordingly.

Please accept our many apologies for the trouble caused to you by the error.

Yours faithfully,

Example 6. Damaged Goods

a. Complaint

Dear Sirs,

Our Order No 31177

On the arrival of M/S Shang Maru at the Port of Hai Phong on September 4th case No. 12 under the above mentioned order was reported damaged. We therefore had the case opened and examined by Hai Phong Vinacontrol representatives.

The number of articles in the case was correct according to the packing list but the following articles were broken:

1. Article 2001

2. Article 2003

3. Article 2004

4. Article 2012

We enclose the Survey Report to the effect that the damage was noticed when the case was unloaded at Hai Phong.

We shall be glad if you will send us replacement for the broken articles as we need these to complete our sales to our customers.

Yours faithfully,

b. Reply

Dear Sirs,

Your Order No 31177/TH

It is your great regret that case No 12 under the above mentioned order shipped on board the M.S Shang Maru was damaged on her arrival at the Port of Hai Phong.

As you know our goods are always carefully packed and mistake is, in this case, not on our part. We hold that they were damaged in the course of transport and we are, therefore, making a claim on our Insurance Company. We will let you know the result in due course.

Yours faithfully,

Example 7. Inferior Quality

a. Complaint

Dear Sirs,

It is with great regret that we have to inform you that your last delivery is not up to your usual standard.

The material seems to be too loosely woven and is inclined to pull out of shape. By separate mail we have sent you a cutting from an earlier consignment so that you can compare the two and see the difference in texture.

We have always been able to rely on the high quality of the material you sent us and we are all the more disappointed in this case as we supplied the cloth to new customers.

As we shall have to take it back therefore ask you to let us know, as soon as possible, what you can do to help us in getting over this difficulty.

Yours faithfully,

b. Reply

Dear Sirs,

We have received your letter of 10th August, 20… and thank you for sending us the two samples of cloth for examination.

We have passed them on to the factory for comment and have told them how greatly concerned we were over your disappointment in the quality and the fact that you had supplied the cloth to new customers. They expressed their great regret, and we have arranged with them for the quality of the cloth now sent.

If you care to dispose of the inferior cloth at the best price obtainable for it, we will send you a Credit Note for the difference as soon as we hear from you.

We apologies sincerely for the trouble caused to you, and will take all possible steps to ensure that such a mistake is not made again.

Yours faithfully,

Example 8. Shortage of goods

a. Complaint

Dear Sirs,

Your consignment under our order No 1527 carried by MS Song Huong arrived at our port today. After careful inspection it has been found that against 24,000 tins of condensed milk ordered and invoiced the consignment contains only 23,460 tins. In fact, out of 500 cases received, thirty cases bearing serial numbers CD 48-CD 77 contained 30 tins each, thus making up a shortage of 540 tins.

Please examine the matter and arrange the shipment of the missing tins as soon as possible as we can accept them only if they arrive before the end of September.

Yours faithfully,

b. Reply

Dear Sirs,

We regret to learn from your letter of 7th August that in our last shipment forwarded to you on MS Song Huong, 540 tins of condensed milk were missing.

From the enclosed documents and packing list you will see that the number of cases and the tins coincides with that invoiced by us.

We would, therefore, advise you to address your claim to the Insurance Company as in our opinion this is a case of pilferage.

We expect you will have no difficulty in obtaining full indemnity from them, and trust the matter will be settled to your satisfaction.

Yours faithfully,

Example 9. Delayed Goods

a. Complaint

Dear Sirs,

We have heard nothing further from you concerning the first shipment of your order No 28282 QH.

As the goods are urgently needed we have had to get them from Thailand. We are, therefore, claiming from you the amount of US$ 1,000 being the difference between your price and that of the new supplier and we would like to have your attention to the remaining shipments.

We hope to hear from you soon.

Yours faithfully,

b. Reply

Dear Sirs,

Your Oder no 28582 QH

We acknowledge the receipt of your letter and while maintaining that the regrettable delay was occasioned by circumstances beyond our control, we offer you as a token of goodwill the sum of US$ 1,000 in full settlement of your claim.

Kindly let us know if this settlement is acceptable to you.

Yours faithfully,

b. Reply

Dear Sirs,

We are in receipt of your letter of 14th July and have to apologize for our last shipment of 600 tons of coconut oil, which has caused you difficulties in storage.

As the delivery of the first two consignments had been delayed we simply thought it would be convenient to ship them all at the same time.

We will take all measures to prevent this occurring again and despatch your future orders in accordance with your wishes.

Yours faithfully,

Example 10. Instructions Not Observed

a. Complain

Dear Sirs,

We refer to you Order for Coconut Oil no 345, 346 and 347

According to your instructions the goods were required in May, June and July as the delivery of the first two consignments was delayed you have shipped all the three orders at the same time on board MS Manchester. Consequently, we shall receiver a total of 600 tons of coconut oil in one shipment, which is some thing we wish to avoid as we are short of storage at the moment.

We hope that this will not occur in the future and that our next orders will be despached strictly according to our wishes.

Yours faithfully

Sample 11: Settlement of a Claim by arbitration

a. Notice of claim

Dear Sirs,

Contract No 232 dated December 1st, 20…

We have examined the consignment of coffee shipped by MS. Catrine against the above-mentioned contract, and in accordance with the terms of the same are hereby making a claim against you for the inferior quality of the goods.

After further examination of coffee we shall forward a detailed claim to you.

Yours faithfully,

b. Claim

Dear Sirs,

Contract No 232 dated 1st December, 20…

Further to your letter of 6th May, 20… regarding our claim for inferior quality of the coffee ex. MS. Catrine against the above mentioned contract, we wish to advise that as a result of a second examination of the coffee we are making the following claim against you.

We find that 100 bags of coffee ex MS. Catrine sold to us as Santos Coffee, New York type 2, contain an excessive quantity of unripe, shelly, broken, weevilly and defective beans and corresponds to Santos Coffee, New Your type ¾.

We are therefore claiming from you the amount of US$ 7,200 being the difference in price between Santos N. Y type 2 and Santos, NY types 3/4 of $ 1.20 per kilo on 100 bags of 6 metric tons.

Please inform us if you agree to grant us this allowance.

Yours faithfully,

c. Sellers’ Counter Offer

Dear Sirs,

100 bags Santos Coffee ex MS Catrine

We acknowledged receipt of your letter of 26th May, 20… claiming an allowance of $1,20 per kilo on 100 bags of coffee ex MS Catrine.

We have carefully examined the samples from this consignment and offer you, without prejudice, an allowance of 50 cents per kilo in full settlement of your claim.

Failing your acceptance of this offer, the claim will be submitted to arbitration.

Yours faithfully,

d. Buyer Declining Seller’s counter-offer

Dear Sirs,

Contract No 232 dated 1st December, 20…

We thank you for your letter of 16 June, 20… offering us an allowance of 50 cents per kilo on the consignment under the above mentioned contract; We regret to inform you that we do not see our way to accept your offer and are submitting the claim to arbitration.

Yours faithfully,

e. Arbitration Award

The Coffee Trade Federation Arbitration Award

Award No A151

London 1st July, 20…

We, the Undersigned Member of the Panel of Arbitrators appointed to the arbitration of 100 bags Santos Coffee CIF X sold as Santos Coffee New York type 2, good beacon, greenish, tritely soft, cup-tested sold by Messrs B. Brown & Co, ex MS Catrine, and, having carefully examined the samples, find them inferior to guarantee and award the buyer an allowance of 80 cents per kilo.

We further award the arbitration fee of four hundred US dollars with the Federation of 5% of the amount be paid by the seller and the buyer equally.

Yours faithfully,

3. Complaints and Claims of Aaccounting error and settlements

As known to business persons, many letters of complaint arise out of accounting errors, which can be put right by adjustments (or settlements). Debit Note and Credit Note are used for this purpose.

3.1. Debit notes

Debit notes are a second charge for a consignment and become necessary if a customer has been undercharged through a mistake in the calculations on the original invoice. An explanation is included on the debit note.

Debit notes are the result of carelessness and show that you should be careful when making up invoices as once a buyer has settled an account, it is annoying to be told that there is an additional payment. A letter of apology should always accompany a debit note as the following form:

Debit Note No. 311

Seymore furniture Ltd.

Tib Street, Maidenhead, Barks, SL6 5D2 Telephone 0628 26755

Registered No 18514391 London

VAT No 231 618831

C.R. Mendez SA 31 May, 20…

Avda del EjÐcito 83

E-48015 Bilbao

19- 5 May

Invoice No L8992 UNDERCHARGE

The extension should read 6 Chairs £12.00 each = £ 72.000


6 Chairs £ 10.00 each = £60.00

We apologize for the error and ask if you

would please pay the difference viz £12.00

£ 12.000

2. Credit notes

Credit notes are sent because of accidental overcharges. A credit note may also be issued when a deposit is being refunded (e.g. on the cartons or cases which the goods were packed in) or when goods are returned because they were not suitable or had been damaged.

As with a debit note, a covering letter of explanation and apology should be sent with a credit note in the case of mistakes as in the following example:

Credit Note No. 517

Seymore furniture Ltd.

Tib Street, Maidenhead, Barks, SL6 5D2 Telephone 0628 26755

Registered No 18514391 London

VAT No 231 618831

C.R. Mendez SA 20 May, 20…

Avda del EjÐcito 83

E-48015 Bilbao

19- 20 May

Invoice No L8992 OVERCHARGE

The invoice should have read:

15% off gross price of £800.00 = £120.00


10% of gross price of £ 800.00 = £ 80.00

Refund = £ 40.00.

Please accept our apologies

£ 40.00

Seymore Furniture Ltd. have made a mistake on another invoice and must now send a credit note. Note that the form for a credit note is the same as that for a debit note, except for the heading. Credit notes, however, are often printed in red.

3.3.Sample of letter ly

a. Complaint

Dear Mr. Winford,

I have received your July statement for £3,280.64 but noticed that a number of errors have been made.

1. Invoice Y 1146 for £256.00 has been debited twice.

2. No credit has been listed for the wallpaper (Cat. No. WR 114) which I returned in July. Your credit note No. CN 118 for £19.00 refers to this.

3. You have charged me for a delivery of paint brushes, Invoice No. Y 1162 for £62.00 but I never order or received them. Could you check your delivery book?

I have deducted a total of £337.00 from your statement and will send you a draft for £2,943,64, once I have your confirmation of this amount.

Yours faithfully,

b. Reply

Dear Mr Lancelot,

Thank you for your letter of 5 August in which you pointed out that three mistakes totalling £337.00 had been made on your statement

I apologize for the errors which were due to a fault in our computer which has now been fixed. I have enclosed another statement for July which shows the correct balance of £2,943,64.

Yours sincerely,


1. We have duly received the documents and have taken delivery of the goods.

1. Chúng tôi đã nhận được đầy đủ chứng từ và đã nhận hàng.

2. We are very sorry to inform you that…

2. Chúng tôi lấy làm tiếc xin báo cho các ngài biết là…

3. The contents of this case were for another order.

3. Hàng trong hòm này thuộc đơn đặt hàng khác.

4. We shall be glad if you will check this with your order and the copy of your invoice.

4. Chúng tôi sẽ vui mừng nếu các ngài so sánh điều này với đơn hàng của chúng tôi và bản sao hóa đơn của các ngài.

5. We are holding the above mentioned case at your disposal.

5. Chúng tôi đang giữ hòm nói trên để tùy các ngài định đoạt.

6. On (upon) the arrival of VS (M.S)…

6. Khi tầu….. đến cảng….

7. We shall be glad if you will send us replacements for the broken articles.

7. Chúng tôi sẽ vui mừng nếu các ngài gửi hàng thay thế cho những mặt hàng đã bị vỡ.

8. We need these to complete our sales to our customers.

8. Chúng tôi cần những hàng này để hoàn chỉnh việc bán hàng cho khách hàng của chúng tôi.

9. Your last shipment is not up to your usual standard.

9. Chuyến hàng trước của các ngài không đạt được tiêu chuẩn thông thường của các ngài.

10. We are all the more disappointed in this case.

10. Chúng tôi lại càng thất vọng trong trường hợp này.

11. Please examine the matter and arrange the shipment of the missing tins.

11. Đề nghị các ngài xem xét vấn đề và sắp xếp giao hàng đối với những hộp bị thất lạc.

12. We are short of storage at present.

12. Lúc này chúng tôi đang thiếu kho chứa.

13. We have heard nothing further from you concerning the first shipment under our order No TD 44/50.

13. Chúng tôi chưa được tin thêm của các ngài về chuyến hàng đầu tiên theo đơn hàng số TD 44/50.

14. We have passed them on to the factory for comment.

14. Chúng tôi đã chuyển tiếp chúng đến nhà máy xem họ có ý kiến gì.

15. If you care to dispose of the inferior cloth at the best price obtainable, we will …..

15. Nếu các ngài lưu ý bàn loại vải kém phẩm chất ấy với giá cao nhất có thể được, chúng tôi sẽ….

16. The unfortunate delay was occasioned by circumstances beyond our control.

16. Việc chậm trễ không hay đã xảy ra trong những hoàn cảnh quá sức của chúng tôi.

For more phases, please refer to www.http://oes.edu.vn


1. Answer the following questions

1. What are the most usual cases for lodging a complaint?

2. What does the buyer do if the seller has delivered more or less goods than ordered? What does he do if the goods are of inferior quality? and if the goods delivered are completely different from those on order?

3. What is the best way to settle complaints and claims between parties?

4. How can complaints be prevented?

2. Translate into English

1. Hàng hóa chúng tôi đặt mua tháng 12 năm ngoái đáng lẽ được giao 4 tuần trước đây rồi.

2. Vì hàng hóa cần để bán vào tháng sau, chúng tôi đề nghị các ngài giao hàng ngay.

3. Nếu các ngài không giao hàng được vào hoặc trước ngày 1 tháng 6, chúng tôi sẽ buộc phải hủy đơn hàng này.

4. Chúng tôi xin lỗi về sự chậm trễ và tin tưởng rằng chúng tôi đã không gây phiền phức nhiều cho các ngài.

5. Chúng tôi rất tiếc không dùng được những mặt hàng kém phẩm chất này và rất đáng tiếc phải để tùy các ngài định đoạt.

6 Chúng tôi đã nghiên cứu ý kiến của các ngài rất kỹ và thấy rằng đó chỉ là sự hiểu lầm mà thôi.

7. Chúng tôi không chịu trách nhiệm về bất kỳ hư hại nào xảy ra trong quá trình vận tải xa bằng đường biển trong tương lai.

8. Chúng tôi sẽ chú ý hơn nữa đến bao bì đề phòng những hư hại có thể có trong quá trình vận tải xa bằng đường biển trong tương lai.

9. Chúng tôi hy vọng rằng các ngài sẽ hài lòng với cách giải quyết của chúng tôi và tin tưởng rằng sau đây các ngài lại tiếp tục tạo cơ hội buôn bán với chúng tôi bằng cách đặt hàng thường xuyên để chúng tôi được phục vụ các ngài.

3. Delete what can be deleted and translate it into Vietnamese

Dear Sirs,

Your Order No 65112/TD For Maize

We regret to inform you that consignment of 2,000 tons of Yellow Maize shipped by MS Cargil” arrived at Hai Phong on 6th Dec. in a damaged condition.

According to the terms of the contract, preliminary inspection of the cargo was conducted on board the ship immediately after it came to berth, as a result of which weevilled seeds and living insects were found in great abundance. The cargo had then to be discharged into lighters and barges for fumigation purposes before it was finally unloaded into the wharf.

At our request, samples were taken out in presence of Mr. D., your supercargo, and the results of the final inspection and analysis showed that the percentage of humidity exceeded the maximum allowance of 2% and that of weevilled seeds and foreign matters by 4 and 7 percent respectively.

On the basis of your expert’s assessment it is presumed that the excess humidity was caused by sweat due to lack of ventilation, and damage was partly caused by the presence of the great number of grain insects. It is further established that maize belongs to last year’s crop and had been stored for too long a time without proper care before it was taken out and shipped. Part of the cargo, i.e. 30 tons, is unfit for human consumption and sorting will have to be made if the maize to be put on sale.

Our customers are not inclined to accept the maize and it is feared that we may have to place the consignment at your disposal. In the alternative, we shall claim compensation for all damage and loss incurred at £ 1,000 as per our enclosed estimate.

The whole consignment is at present stacked at Hai Phong port in a special shed pending your instructions.

We hope that you will enquire into the matter and inform us of your decision as soon as you can.

Your faithfully,

4. Translate into English

1. Thưa các ngài


Chúng tôi ký hợp đồng xây dựng một bệnh viện ở Xuân Hoà phía bắc thành phố Hà Nội 6 tháng trước đây. Ngay sau đó chúng tôi đã đặt hàng mua hai máy đào Superline Z28.

Những máy này được mua ưu tiên bởi vì chúng tôi có những bộ phận phụ có thể dùng làm máy cào, máy xúc và cần cẩu.

Khi đặt hàng chúng tôi đã nhấn mạnh là những máy này sẽ phải được giao đúng hạn vào trung tuần tháng Bảy, 20… Hôm nay đã là nhày 15 tháng Tám mà chúng tôi vẫn chưa thấy máy móc đâu cả. Lẽ ra 19 tháng 8 này chúng tôi đã khởi công trên công trường.

Như các đã biết những máy này cần dùng ngay từ ngày đầu để ví như trước mắt, dỡ và dựng những công trình phụ của công trường và sau này, đào móng, san nền.

Do vậy chúng tôi không thể làm gì được cho đến khi có máy nói trên.

Chúng tôi tha thiết mong các ngài thông báo cho chúng tôi biết ngay khi nào các ngài có thể giao hàng được.

Kính chào,

2. Thưa các ngài


Chúng tôi đã nhận được thư của các ngài đề ngày 15 tháng 8 và lấy làm tiếc về việc chậm trễ trong việc giao những máy móc nói trên. Chúng tôi đã gấp rút, sắp xếp giao hàng và điều này có nghĩa là các ngài sẽ có máy dùng trong vòng hai tuần lễ vì thực tế chúng đã ở trên tàu Sông Hương khởi hành từ đây đi Việt Nam từ hôm kia.

Máy Superline Z28 là máy đào đất rất tốt. Ngay khi xuất hiện trên thị trường đã thu hút được sự chú ý của đông đảo khách hàng ở khắp nơi trên thế giới và do đó đơn đặt hàng mua liên tục.

Tháng 4 vừa qua sản xuất lại hơi giảm sút vì một số phụ tùng đặt mua ở nơi khác về muộn. Điều này cắt nghĩa cho nguyên nhân chậm trễ của chuyến hàng. Máy Superline chạy tốt và bền sẽ bù đắp đáng kể cho việc chờ đợi của các ngài.

Kính chào,

3. Kính gửi ông A, đại diện hãng X tại Hà Nội

Thưa ông,


Mặc dù trong thư ngày 28 tháng 2 khi đặt hàng và trong thư ngày 15 tháng 8 chúng tôi đã nói rõ là những máy đào trên sẽ được giao ở công trường Xuân Hòa, chúng tôi lại phát hiện ra là máy đã được chuyển về Xuân Mai. Không những chúng tôi lúng túng vì không có máy mà còn thấy rất khó khăn trong việc tiếp nhận hai máy này về Xuân Hòa.

Chúng tôi sẽ phải trì hoãn công việc trên công trường thêm ít nhất là 10 ngày nữa. Tình hình này khiến hành động của ngài ở Việt Nam là khẩn thiết.

Kính chào,

4. Thưa các ngài


Nhận được thư của các ngài đề ngày 15 tháng 9 chúng tôi lập tức cho thu hồi những máy nói trên ở Xuân Mai. Những máy này sẽ được thu hồi và chuyển đến Xuân Hòa sáng nay. Do đó mà vào lúc các ngài nhận được thư này thì máy cũng đã ở Xuân Hòa rồi.

Như các ngài biết trong những năm vừa qua chúng tôi đã cung cấp khá nhiều máy móc cho các ngài và thường giao ở Xuân Mai. Khi phòng vận tải chuẩn bị giao hàng họ đã lấy nhầm địa chỉ Xuân Mai trong hồ sơ.

Chúng tôi thành thực xin lỗi về thiếu sót này và tin rằng giờ đây các ngài đã có máy đào và tất cả đều tốt đẹp.

Kính chào,

5. Kính gửi ông A, đại diện hãng X tại Hà Nội

Thưa ông,


Chưa bao giờ chúng tôi lại thấy phiền hà trong việc nhận hàng theo đơn đặt hàng và chỉ dẫn của mình như lần này.

Chúng tôi đã cử hai cán bộ kỹ thuật bỏ ra cả sáng nay để thử những máy đào nói trên. Họ báo cáo là chỉ có hai bộ phận phụ được giao cùng với máy. Hai trong sáu hòm đựng các bộ phận phụ của cần cẩu; bốn hòm kia đựng toàn các bộ phận phụ của máy cào. Điều này có nghĩa là chúng tôi có 4 máy cào và không có máy xúc.

Trong khi chờ đợi các ngài gửi máy xúc, chúng tôi xin gửi lại hai máy cào và hy vọng chúng tôi có thể đổi lấy hai máy xúc tại trung tâm dịch vụ sau khi bán hàng của ngài tại Hà Nội vào sáng ngày mai.

Kính chào,

6. Thưa ngài,


Mặc dù chúng tôi đã phải viết thư cho các ngài ba lần trong vòng mấy ngày về những máy nói trên. Giờ đây chúng tôi lại thấy cần phải viết nữa. Sáng nay cán bộ của chúng tôi đã trả cho trung tâm dịch vụ sau khi bán hàng của ngài hai máy cào gửi nhầm. Thế nhưng họ vẫn không lấy được máy xúc chưa giao. Sau hai tiếng đồng hồ chờ đợi họ được trả lời là trung tâm không còn máy xúc để đổi vì chỉ hai ngày trước đó những máy xúc có ở trung tâm đã giao cho thành phố Hồ Chí Minh. Do đó chúng tôi có máy đào cũng như không. Vì chúng tôi không thể đào mà không xúc.

Chúng tôi thật sự tha thiết đề nghị các ngài tìm cách gửi hai máy xúc cho chúng tôi càng nhanh càng tốt.

Kính chào,

7. Thưa các ngài,

Hiếm khi lại có một đơn hàng không may mắn trong việc thực hiện như đơn hàng mua máy đào đất Superline Z28 của các ngài. Năm nay chúng tôi đã bán hàng và giao theo giá CIF đến công trường cho 14 nước nhưng chưa có trường hợp nhầm lẫn đáng tiếc nào.

Mặc dù đơn hàng của các ngài không thực hiện được một cách có hiệu quả như mong muốn nhưng ít nhất giờ đây chúng tôi không thấy yên tâm khi biết hai máy đào nói trên đồng bộ với các bộ phận phụ giờ đây đã có mặt trên công trường.

Còn hai máy xúc chúng tôi đã chỉ thị cho đại lý ở Thái Lan chở bằng phương tiện nhanh nhất có thể được kể cả máy bay vì thế chậm nhất là sáng ngày kia các ngài sẽ có máy xúc.

Chúng tôi xin chân thành xin lỗi về tất cả những phiền hà, bất lợi mà các ngài phải gánh chịu và hy vọng khi biết chất lượng tuyệt vời của máy đào đất Superline Z28 của chúng tôi các ngài sẽ tiếp tục đặt mua nhiều hơn nữa cho công cuộc phát triển đất nước.

Kính chào,

5. Translate into Vietnamese

A Disputed Invoice

1. Dear Sirs

We wish to draw your attention to your invoice No 4472, which we have just received.

This invoice appears to have been made out for the goods we ordered last November instead of the goods actually received to date. As we are still awaiting delivery of the Tudor Dining-room suite and the replacement for the Queen Anne Armchair which was damaged and could not be accepted, the above mentioned invoice is obviously incorrect.

We are accordingly returning this invoice so that you may either amend it to correspond to the goods so far received or present it again as soon as we taken delivery of the outstanding items.

Yours faithfully,

2. Dear Sirs,

We beg to refer to your letter of 14th Jan in which you state your reasons for disagreeing with our invoice No 4472.

This invoice was not made out against your November order, but is the top copy of the delivery note. What apparently happened was that just prior to loading your order it was discovered by our warehouse foreman that there were no Tudor Dining room suites in stock. He, therefore, crossed this item off the delivery note. Unfortunately he forgot to inform the Accounts Dept. with the result that the corresponding amendment was not made to the invoice.

We are accordingly returning the above together with a credit note for $ 246 corresponding to the goods you have actually received.

Yours faithfully,

6. Letter writing

1. Sáng hôm qua đại diện Hải Phòng đã báo bằng điện thoại cho đồng chí biết chuyến hàng đồ dùng bằng điện thuộc đơn đặt hàng số 2072 đã về đến Hải Phòng nhưng bị tổn thất.

Đơn đặt hàng nói trên của đồng chí đặt mua hàng của một hãng Nhật Bản ngày 10-8-20… theo điều kiện CIF cảng Hải Phòng.

Tàu chở hàng là tàu Carl Maxstart của Cộng hòa Liên Bang Đức cập cảng Hải Phòng ngày 19 tháng 11, 20…

Toàn bộ đơn đặt hàng nói trên gồm 200 chiếc tủ lạnh kiểu M2024, 100 chiếc máy giặt cỡ lớn kiểu 4488 và 500 chiếc ti vi mầu 19in kiểu 5033.

Khi phát hiện có tổn thất đại diện Hải Phòng đã mời cán bộ của Vinacontrol Hải Phòng đến giám định lô hàng. Và biên bản giám định họ lập có những chi tiết sau:

a. Chuyến hàng thực chất có:

1. Tủ lạnh: 190 chiếc

2. Ti vi: 440 chiếc màu

3. Máy giặt: 100 chiếc

b. Tình trạng hàng hóa:

1. Tủ lạnh thiếu 10 chiếc

2. TV màu thiếu 60 chiếc

4. Hai máy giặt bị vỡ hòm và máy cũng hỏng không thể sửa chữa được.

Đồng chí hãy điện dự kháng cho phía Nhật biết và viết thư xác nhận điện này cùng với chi tiết như đã nêu trên và khiếu nại đòi bồi thường theo hướng sau:

1. Đối với tủ lạnh chưa giao ta sẽ mua ở Thái Lan, Nhật phải chịu mọi chi phí vì ta đang cần gấp.

2. Đối với TV, yêu cầu Nhật phải gửi càng nhanh càng tốt 60 chiếc tivi mầu.

Thư này do ông trưởng phòng nhập khẩu, ông Trần Phan Anh ký.

7. Letter writing

1. You have ordered some tractors from a foreign firm, delivery of which was promised within 6 months from order. Seven months has passed and the tractors have not been delivered yet, nor has any explanation been received. Write a firm but polite letter about this to the supplier

2. You have supplied 200 cases containing nylon shirts to a dealer abroad. He complains that ten of those cases contained only 50 not 70 as mentioned in the packing list, making shortage of 200 pieces. Write the letter the dealer would send you, supplying imaginary but acceptable details.

3. Send a reply to the letter in Exercise (3) above explaining that everything was carefully checked when the goods were packed and assuming that is a case of pilferage on the high sea and therefore the dealer should lodge a claim against his insurer.




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