Acknowledgement of a first order

When an order is received from a brand new customer, it should most certainly be acknowledged by
phone call, email or preferably both.

Acknowledgement of order pointing out delayed delivery

Reason for delay: breakdown in production

Dear
Thank you for your order dated 15 March for Imron Hairdriers. I’m sorry that we cannot supply them immediately due to a recent fire in our factory.
We are hoping to resume production within the next few days and we fully expect to be able to deliver these hairdriers by the end of next week, ie 14 October.
Please confirm that we can go ahead with this new delivery date.
Once again, many apologies for the inconvenience.
Best wishes

Reason for delay: stocks not available

Dear
Many thanks for your order dated 20 January.
Unfortunately, we are out of stock of the Pink Oversized Tunic (web ID 23421). This is due to the prolonged cold weather, which has increased demand considerably. The manufacturers have, however, promised us a further supply by the end of this month. If you can wait until then we will send you the goods immediately.
Please let us have your instructions.
Name

Declining orders

There may be times when a supplier will not accept a buyer’s order. Some reasons may be:

• He is not satisfied with the buyer’s terms and conditions.
• The buyer’s credit is suspect.
• The goods are not available.

suspect: not to be relied on or trusted; possibly dangerous or false.

Supplier refuses price reduction

When a supplier cannot grant a request for a lower price, reasons should be given.

Dear
We have carefully considered your request to reduce our price quoted for woollen lingerie. However, we are unable to change our quotation for these goods.
The prices we quoted leave us with only the smallest of margins. They are in fact lower than those of our
competitors for goods of similar quality.
The wool used in the manufacture of our Thermaline range undergoes a special patented process that prevents shrinkage and increases durability. The fact that we are the largest suppliers of woollen lingerie in this country is in itself evidence of the good value of our products.
We hope you will reconsider ordering our goods. If you then still feel you cannot accept our offer, we hope it will not prevent you from contacting us again in the future.
We look forward to hearing from you again soon.
Best wishes

Supplier rejects buyer’s delivery terms

When delivery terms cannot be met, the supplier should show a genuine desire to help customers in difficulty.

Supplier refuses to extend credit

Dear Mr Richardson
We were pleased to receive your order BW435 for a further supply of Coffee Grinders and Bread Makers.
At present the balance of your account stands at £1,800.54, and unfortunately we are unable to grant credit for further supplies until this balance is reduced. I hope you can appreciate that we do have commitments of our own to meet, and we can only do this by asking our customers to keep their accounts within reasonable limits.
If you can send us your cheque for at least £1,000, we will be happy to supply these new goods immediately.
Thank you for your understanding.
Name

Counter-offers from suppliers

When a supplier receives an order that cannot be met for some reason, several options are available:

1. Send a substitute. However, careful judgement will be required, since there is the risk that the customer may be annoyed to receive something different from what was ordered. It is advisable to send a substitute only if a customer is well known or if there is a clear need for urgency. Such substitutes should be sent ‘on approval’, with the supplier accepting responsibility for carriage charges both ways.
2. Make a counter-offer.
3. Decline the order.

Supplier sends a substitute article

Dear
Many thanks for your email and order RS980.
All the items are in stock except for the 25 Macy cushion covers in strawberry pink. Stocks of these have recently sold out, and the manufacturers inform us that it will be another four weeks before they can send replacements.
As you state that you need these items urgently, we have substituted 25 Macy cushion covers in a fuschia pink.
These are identical in design and quality to those ordered. They are attractive and rich-looking, and very popular with our other customers. We hope you will find them satisfactory. If not, please return them at our expense. We shall be glad either to exchange them or to arrange credit.
All items will be on our delivery schedule tomorrow. We hope you will be pleased with them.
Many thanks

Supplier makes a counter-offer

If the supplier decides to make a counter-offer, a great deal of skill is needed to bring about a sale. The supplier is, after all, offering something that has not been asked for. Therefore, it is important that the suggested substitute is at least as good as the one ordered.

Packing and despatch

When goods are despatched, the buyer should be informed either by an advice note or by email stating what has been sent, when it was sent, and the means of transport used. The customer then knows that the goods are on the way and can make arrangements to receive them.

Request for forwarding instructions

Dear
We are pleased to confirm that the 10 Carmen CY430 projectors that you ordered on 15 October are now ready for despatch.
When placing your order you stressed the importance of prompt delivery, and I am glad to say that by making a special effort we have been able to improve by a few days on the delivery date agreed.
Please let us have your shipping instructions, and as soon as we hear from you we will send you our advice of despatch.
Many thanks

Advice of goods ready for despatch

consignment: delivery

Dear
We are pleased to confirm that the books you ordered in your order XY239 dated 3 April are packed and ready for despatch. The consignment consists of two cases, each weighing about 100 kg.
We have made arrangements for shipment, cif Singapore, with Watsons plc, our forwarding agents. When we receive their statement of charges, we will arrange for shipping documents to be sent to you through RBS Bank against our draft for acceptance, as agreed.
We look forward to further business with you.

Notification of goods despatched

Dear
ORDER NUMBER S 274
The 40 Bukhara silk rugs you ordered on 5 January have been packed in four special waterproof-lined cases. They will be collected tomorrow for consignment by passenger train, and should reach you by Friday.
We feel sure you will find the consignment supports our claim to sell the best rugs of their kind.
We look forward to receiving further orders from you.
Please call us on 26919847 if you have any queries.

Report of damage in transit

It is the legal duty of the buyer to collect any purchases from the supplier. Unless the terms of the sale include delivery, the railway or other carrier is considered the agent of the buyer. The buyer is, therefore, responsible for any loss, damage or delay which may affect the goods after the carrier has taken over.

Dear
ORDER NUMBER S 274
I am sorry to inform you that one of the four cases containing 40 Bukhara silk rugs despatched on 28 January was delivered damaged. The waterproof lining was badly torn and it will be necessary to send these 10 rugs for cleaning before we can offer them for sale.
Please arrange to send replacements immediately and charge them to our account.
We realise that the responsibility for damage is ours and have already taken up the matter of compensation with the railway authorities.
I hope to hear from you soon.

Report of non-delivery of goods

When goods do not arrive as promised, avoid the tendency to blame the supplier as it may not be their fault. Your email or letter should be restricted to a statement of the facts and a request for information.

Dear
ORDER NUMBER S 524
You wrote to us on 28 January informing us that the 40 Bukhara silk rugs under this order were being despatched.
We expected these goods a week ago and had promised immediate delivery to several customers. We naturally feel our customers have been let down.
Please find out what has happened to the consignment and let us know when we may expect delivery.
Many thanks

Complaint to carrier concerning non-delivery

Upon receiving the report of non-delivery the supplier should at once take up the matter with the carriers. The message should be confined to the facts and ask for an immediate enquiry into the circumstances.

Dear
We understand that a consignment of 40 Bukhara silk rugs addressed to W Hart & Co, 25–27 Marshall Avenue, Warrington has not yet reached them.
These cases were collected by your carrier on 28 January for consignment by passenger train, and they should have been delivered by 1 February. We have your carrier’s receipt number 3542.
As our customer needs these goods urgently, please let us know the cause of the delay and when delivery will be made.
Please treat this matter as one of extreme urgency.
Many thanks

Apologize:

Dear Mr Tan

YOUR ORDER NUMBER TH 2457

Thank you for your letter dated 27 March.

I am sorry to hear about the mistake made with your order. I have looked into this and the error happened in the packing section. Unfortunately, it was not discovered before the goods were sent to you. I have arranged for a repeat order to be sent to you today, and I hope this meets your requirements.

Once again, please accept my apologies.

Please give me a call on 2358272 if you have any questions.

Yours sincerely

Zachariah Creep & Partners