ORDER AND COMPLAINT LETTER

ORDER LETTER

            A letter of order is a document that confirms the details of a purchase of goods or services from one party to another. It usually includes more information about what you are ordering, like quantity, model number, or color, the payment terms, and the matter in which the products are to be shipped. When the recipient receives this letter, they will process the order and send the merchandise.

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.

Example of Order Letter

AGNIA.CO

Kebun jeruk Street No. 80

JAKARTA BARAT

November 24, 2016

GIANT STORE

Karawaci Street Kav. Plaza Tangerang

Tangerang

Subject            : Order for Parfum

Dear Sir,

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

1.      200 pcs Casablanca male                                        @20.000 = Rp 4000.000

2.      200 pcs Casabanca Female                         @25.000 = Rp 5000.000 +

            Total Amount                                                           Rp 9.000.000

We did cash payment 3 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,

AGNIA.CO

Fikri Abdillah

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 :

• Opening Information : We hereby inform you that we have received our order on time.
• 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.
• Request : We hope that you can check them out and replace the damaged stuff as soon as possible.
• 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 :

a.      Under weight,

b.      Obsolete,

c.       Defective,

d.      Incomplete,

e.      Not according to buyer’s specification such as color, brand, size etc.

f.        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

AGNIA.CO

Kebun Jeruk Street No. 80

JAKARTA BARAT

Ref : 30 R

November 24, 2016

GIANT STORE

Karawaci Street Kav. Plaza Tangerang

Tangerang

Subject            : Complaint about the damage of the goods

Dear Madam,

Through this letter we inform you that our order have been received on November 24, 2016. However, after we checked the products you sent us, there are 20 pcs Casablanca male 15 pcs Casablanca female damaged. Perhaps this is because in the packaging of the product is less good.

We hope in the future, we would not receive any more 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,

Giant Store

Fikri Abdillah

Purchase Manager

Write a complaint letter

GIANT STORE

Kebun Jeruk Street Kav. Plaza Tangerang

Tangerang

September 24, 2016

AGNIA..CO

Kebun Jeruk Street No. 80

JAKARTA BARAT

Subject            : Complaint about the damage of the goods

Dear Madam,

We have received your letter No. 30 R dated November 24, 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 15 days. And we promise that this mistake will not happen again in the future.

Thank you for your understanding.

Your truly,

GIANT STORE

Adinda

Manager