CHAPTER 5: ORDERS

Parts of an order

I. Opening

- Express thanks for offer/quotation

- Pleasure to order

II. Terms and Conditions

1. Commodity

2. Quality and/or specification/description

3. Quantity

4. Price

5. Payment

6. Delivery

7. Packing and Marking

8. Insurance (if any)

9. Technical documents (if any)

10. Guarantee (if any)

11. Validity

III. Ending

Hope for sales confirmation/ advice of dispatch

ACKNOWLEDGING ORDERS

An order should be acknowledged immediately if it cannot be fulfilled straight away. For

small, routine orders a printed acknowledgement or a postcard may be enough, but a short
letter stating when delivery may be expected is better and also helps to create good will. If
the goods cannot be supplied at all, you should write explaining why and offer suitable
substitutes if they are available.

SALES CONFIRMATION

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Parts of a sales confirmation

- Acknowledge receipt of order with thanks, confirm to sell, advise dispatch.

- Confirm the essential parts.

- Adding favorable comments.

- Hope for the future business, further orders.

DECLINING THE ORDER

There may be times when a supplier will not accept a buyer's order:

1 He is not satisfied with the buyer's terms and conditions.

2 The buyer's credit is suspect.

3 The goods are not available…

Whatever your reason, you must be polite: the words reject and refuse have a negative tone
to them, therefore it is better to use decline or turn down instead. Utmost care should be
taken when writing to reject an order so that good will and future business are not affected.

Parts of a decline

- Acknowledge receipt of order with thanks and regrets

- State the reasons

- Propose an alternative product (if one is available)

- Hope for the opportunity to be of the service to them another time.

COUNTER-OFFER

When a supplier receives an order which cannot be met for some reason, any of the
following options are available:

1 Send a substitute. Careful judgment will be required, however, since there is the risk that
the customer may be annoyed to receive something different from what was ordered. It
is only advisable to send a substitute 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.

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3 Decline the order.

DELAY IN SHIPMENT

If goods are held up either before or after they are sent, you must keep your customer
informed. Let him know what has happened, how it happened, and what you are doing to
correct the situation.

PART I. Sample letters

Sample letter 1. Placing an order for fancy rush mats

Dear Sirs

Order No 1001/RM

We thank you for your offer No 303/RM dated 10th July and have
pleasure in placing our order on the following terms and conditions:

1. Commodity: fancy rush mats

2. Quality and specifications: as per attached specification and

designs.

3. Quantity: 5,000 (five thousand) pieces

4. Price: Unit price: USD 0.45/piece

Total value: USD 1,250.00. (In words: one thousand two hundred and
fifty US dollars only)

The price is C.I.F. Hamburg including packing, subject to Incoterms

2000.

5. Payment: By an irrevocable letter of credit opened in favor of the

seller to the account at Vietcombank, Hochiminh city and confirmed
by London Commercial Bank, 15 days prior to the first shipment,
which mentions: Partial shipment is allowed.

6. Delivery: 3,000 Ps in September, 20 –

2,000 Ps in October, 20—

7. Packing and marking: to be wrapped in strong rush matting, steel

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hooped, 20 pieces in one bag, and marked 1001/2/19 INTERIM

8. Insurance: The goods are required to be insured under Marine All

Risks terms from warehouse Vietnam to warehouse Hamburg. The
insurance is to be effected with a first class Vietnamese or foreign
insurance company.

Please confirm your acceptance of this order and such acceptance

should arrive not latter than 14 days after the date of this order.

Yours faithfully

For International Import CO.

(Signed)

M. Belter

Purchasing Manager

Comprehension questions:

1. Who is the writer? 1. M. Belter, Purchasing

Manager of International
Import Company

2. What does the supplier offer? 2. fancy rush mats

3. Which reference identifies the 3. the offer No 303/RM

mats?

4. What method of payment has 4. Payment by an irrevocable

been arranged? letter of credit

5. If the letter had been begun with 5. Yours sincerely

Dear Mr___ , what would the
complimentary close be?

Sample letter 2. Order form for sweaters

ORDER No. 3678

F. Lynch & Co. Ltd.

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(Head Office), Nesson House , Newell Street , Birmingham B3 3EF

Telephone: 021 236 789 Fax: 021 236 8592 Telex: 341641

Hoang Gia Co.,Ltd. 9 March 20--

76 Tran Phu StreetDistrict 5

Hochiminh city Vietnam

Quantity Item description Cat. Price c.i.f. London

No.

5,000 V Neck: 3,000 Red/2,000 R 432 USD 13.80 each

3,000 Blue N154 USD 9.40 - do-

3,000 Roll Neck:1,500 Black/ N154 USD 16.00 - do-

1,500 Beige
4,000 R 541 USD 12.60 - do -
Crew Neck: 1,500 Green/
15 Beige
Total value: ...........
Crew neck: pattern
(In words: ............)
Note: subject to 5%
quantity discount

Comments:

 15% Trade Disc.

 Payment: by D/P

 Shipment: 6 weeks from the date of this order

 Packing: in customary export cases.

For F. Lynch & Co. Ltd

(signed)

L. Crane

Chief Buyer

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Comprehension questions:

1. Which reference identifies the 1. The catalogue number

sweaters?

2. What sort of discounts has been 2. Trade discount

agreed?

3. By when should the order be 3. Within 6 weeks from the date

delivered? of the order.

4. If F. Lynch & Co. has further 4. The order number 3678

correspondence with Hoang Gia Co.
on this order, what reference would
they use?

5. What is Mr Crane’s job? 5. Chief Buyer

Sample letter 3. Placing an order for Crockery

Dear Mr Merton,

Please find enclosed an order (R1432) from our principals, MacKenzie Bros Ltd., 1-S
Whale Drive, Dawson, Ontario, Canada.

They have asked us to instruct you that the 60 sets of crockery ordered should be packed
in six crates, ten sets per crate, with each piece individually wrapped, and the crates
marked clearly with their name, the words 'fragile', 'crockery', and numbered 1-6.

They have agree to pay by letter of credit, which we discussed on the phone last week,
and they would like delivery before the end of this month, which should be easily
effected as there are regular sailings from Liverpool.

If the colors they have chosen are not in stock, they will accept an alternative provided
the designs are those stipulated on the order.

Please send any further correspondence relating to shipment or payment direct to

MacKenzie Bros. and let us have a copy of the commercial invoice when it is made up.

Yours sincerely

Comprehension questions:

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1. What instructions have been
given about packing?
2. What method of payment has
been arranged?
3. Why should there be no problem
for the manufacturer to deliver
within four weeks?
4. Will substitutes be acceptable if
the manufacturer is out of stock of
any items?
5. Which words have a similar
meaning to the following?
a, cups, saucers, plates, etc.
b, large, wooden boxes
c, easily damaged or broken
d, stated
e, completed
Sample letter 4. Advice of despatch
Dear Mr.
The above order has now been completed and sent to Liverpool Docks where it is
awaiting loading on to SS Manitoba which sails for Dason Canada on the 16 July and
arrives on 30th July.
1. The crockery should be
packed in six crates, ten sets per
crate, with each piece
individually wrapped, and the
crates marked clearly with their
name, the words ‘fragile’,
‘crockery’, and numbered 1 – 6.
2. letter of credit
3. Because there are regular
sailings from Liverpool to
Canada.
4. Yes, provided the designs are
those stipulated on the order.
5. a, crockery
b, crates
c, fragile
d, stipulated
e, made up
Order 81432
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Once we have the necessary documents we will hand them Burnley City Bank, your
bank's agents here, and they will forward them to the Canadian Union Trust Bank.

We have taken special care to see that the goods have been packed as per your
instructions; the six crates being marked with your name, and numbered 1-6. Each crate
measures 6ft x 4ft x 3ft and weighs 5cwt.

We managed to get all items from stock with the exception of Cat. No. G16 which we
only had in red. But we included it in the consignment as it had the Willow pattern you
asked for.

If there is any further information you require, please contact us. Thank you very much
for your order, and we look forward to hearing from you again soon.

Yours sincerely

Comprehension questions:

1. How will the consignment be 1. By sea

sent?

2. When is it due to arrive in 2. On 30 July

Canada?

3. What will happen to the 3. The seller will transfer them

documents once the seller receives to Burnley City Bank for
them? forwarding to the Canadian
Union Trust Bank.

4. What did the seller do about the 4. They substituted the same
item they could not supply? design in red.

5. Which words in the email have a 5. a, necessary

similar meaning to the following? b, sent
a, essential c, as per your
b, forwarded d, with the exception of
c, in accordance with

d, apart from

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Sample letter 5. Delay in delivery - Reason: bankruptcy of supplier

Dear Mr.

I am writing to you concerning your order, No. CU 1154/d which you placed four weeds
ago. At that time we had expected to be able to complete the order well within the
delivery date we gave you which was 18 June, but since then we have heard that our main
supplier of chrome has gone bankrupt.

This means that we have to find another supplier who could fulfill all the outstanding
contracts we have to complete. As you will appreciate this will take some time, but we
are confident that we should be able to arrange to get our materials and deliver
consignments to our customers by the middle of next month.

The units themselves have been assembled and simply now need completing. We regret
this unfortunate situation over which we had no control and apologize for the
inconvenience. If you wish to cancel the order it would be quite understandable, but we
stress that we will be able to complete delivery by next month and would appreciate it if
you could bear with us till then.

Please let us know your decision as soon as possible. Thank you for your consideration.

Yours sincerely

Comprehension questions:

1. Why has the seller not completed 1. The seller’s main supplier of
the order? chrome has gone bankrupt.

2. How do they intend to overcome 2. They will find another

the problem? supplier.

3. When do they now expect the 3. By the middle of next month.

order to be completed?

4. Can the buyer cancel the order if 4. Yes.

they want to?

5. What is the ‘decision’ referred to 5. Whether or not the buyer

in the last paragraph? want to cancel the order.

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PART II. Vocabulary

fancy rush mats (n) chiếu cói

Steel hooped (v) Đai thép

Quantity discount (n) chiết khấu số lượng

Trade discount (n) chiết khấu bán sỉ

D/P – documents against payment chứng từ đổi lấy thanh toán

Principals (n) Công ty ủy thác

Crockery (n) đồ chén đĩa

Alternative (n) lựa chọn khác

Wrap (v) Gói

Irrevocable (a) Không hủy ngang

Outstanding (a) Còn nợ, chưa thanh toán

Crate (n) Thùng hàng

Mark (v) Đánh dấu

Item (n) mặt hàng

Fragile (a) dễ vỡ

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PART III. Business expressions

1. We thank you for your offer No 1. Cảm ơn ông về thư chào hàng
303/RM dated 10th July. của ông đề ngày 10/7.

2. We have pleasure in placing our 2. Chúng tôi rất vui mừng được
order on the following terms and đặt hàng dựa trên những điều
conditions. khoản và điều kiện sau.

3. Payment is to be made by an 3. Thanh toán bằng thư tín dụng

irrevocable letter of credit opened không thể hủy ngang mở qua
in favor of the seller to the ngân hàng thương mại
account at Vietcombank. Vietcombank cho chúng tôi được
hưởng.

4. They have asked us to instruct 4. Họ đã yêu cầu chúng tôi cho

you that the 60 sets of crockery ông biết là 60 bộ chén đĩa đã
ordered should be packed in six được đặt sẽ phải đóng gói trong
crates, ten sets per crate, with each sáu thùng, mỗi thùng 10 bộ, mỗi
piece individually wrapped, and cái phải được gói tách rời, và các
the crates marked clearly with thùng phải được đánh dấu bằng
their name, the words ‘fragile’, tên của công ty họ, có các chữ
‘crockery’ and numbered 1 – 6. ‘dễ đổ vỡ’, ‘đồ chén đĩa’, và
được đánh số từ 1 – 6.

5. If the colors they have chosen 5. Nếu màu sắc mà họ đã chọn

are not in stock, they will accept không có hàng, thì họ sẽ chấp
an alternative provided the nhận thay màu khác miễn là các
designs are those stipulated on the kiểu được quy định đúng như
order. trong đơn đặt hàng.

6. Let us have a copy of the 6. Gửi cho chúng tôi bản sao của
commercial invoice when it is hóa đơn thương mại khi nó được
made up. thu xếp xong.

7. The above order has now been 7. Đơn đặt hàng tren hiện đã
completed and sent to Liverpool được hoàn tất và chuyển tới cảng
Docks where it is awaiting Liverpool, đang chờ chất hàng

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loading on to SS Manitoba which lên tàu SS Manitoba để đi Dason,
sails for Dason Canada. Canada.

8. We have taken special care to 8. Chúng tôi đặc biệt quan tâm
see that the goods have been xem có phải hàng hóa được đóng
packed as per your instructions. gói bao bì như thông báo của quý
vị không.

9. We managed to get all items 9. Chúng tôi đã giải quyết được

from stock with the exception of tất cả các danh mục hàng, ngoại
Cat. No. G16 which we only had trừ Catalô số G16, mà chúng tôi
in red. chỉ có loại màu đỏ.

10. We regret this unfortunate 10. Chúng tôi tiếc là tình hình
situation over which we had no không may này mà chúng tôi đã
control and apologize for the không kiểm soát được và xin lỗi
inconvenience. về sự phiền phức ấy.

PART IV. Exercises

I. Fill in the blanks with the appropriate words

1. Gap-filling

Dear Mr Delmas

Thank you for your order No. R497 which we are (1)……………
present making (2)…………... The instruments will be (3)………….
individually in 8 crates numbered and marked (4)…………… our
logo. They will be (5)………….. airfreight CIF Marseille to reach you
no (6)………… than 18 May.

Our invoice showing the 12% trade and 3% quantity (7)…………, the
insurance certificate, and the air (8)……………-bill will be sent to the
Bank of Marseille as (9)……………..

Yours (10)…………..

12
Harald Kjaer

Sales Manager

KEY:

1. at 6. later

2. up 7. discounts

3. packed 8. way

4. with 9. requested

5. sent 10. sincerely

2. Read this extract from a fax apologizing for a delayed delivery,

and choose the best word or phrase for each blank.

Further to our telephone conversation on Friday, I am writing to you

(1)…………… your order, No. SX1940, which was (2)……………
with us on 10 January.

Once again, I must (3)…………….. for the delay in processing this

order. This was due to a staffing (4)…………… . However, since I
spoke to you, we have (5)…………… four new employees at our
depot, and I am pleased to tell you that your order is now ready for
despatch. It will (6)……………... you within five working days.

Special (7)……………has been taken to ensure that the

(8)…………..has been packed (9)…………….to your requirements.
Each item will be individually wrapped to (10)……………... damage.

KEY:

1. concerning 6. reach

2. placed 7. care

3. apologize 8. consignment

4. shortage 9. according

5. taken on 10. prevent

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3. Choose the best verb or phrase to complete each sentence.

1. We would like to _______________ an order with you for 5,000

units.

2. As we are unable to supply the quantity you asked for, we would

have no objection if you preferred to ___________ your order.

3. I am writing to _______________ your order, which we received

this morning, for 20 ‘Omega Engineers’.

4. We are pleased to inform you that your order K451 has already
been _______________ from our depot.

5. Please ________________ your order in writing, so that we can

inform your distribution depot.

6. Your order was _____________ yesterday on the MV Oxford.

7. Unfortunately, we shall have to ___________ your order unless

payment is settled in cash.

8. I would like to reassure you that your order will be ____________

in our depot by staff who have experience in handling these delicate
materials.

9. As soon as the bank ____________ the shipping documents, the

credit will be released.

10. If some of the items are out of stock, please do not send ________

KEY:

1. place 6. shipped

2. cancel 7. refuse

3. acknowledge 8. made up

4. dispatched 9. hands over

5. confirm 10. substitutes

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II. Underline the correct word in the brackets

INDIAN STEEL COMPANY Industrial Unit 62, Bombay

H Walker Ltd Your ref: ML/2Y

16 Foot Avenue Our ref: DP/PR

Northampton Date: 15 Oct 20--

England

Dear (1) (Sirs, Mr, John)

We are pleased to (2) (advise, advice, guide) you of the despatch of

(3) (order, command, request) number ML/D6320 which was
collected this morning for (4) (jet, plane, air) freighting to London by
Air India.

We enclosed the air way-(5) (receipt, bill, invoice), insurance (6)

(note, certification, certificate), and (7) (invoice, bill, receipt) for
freight and insurance charges.

We look forward to (8) (further, later, latter) orders from you.

Yours (9) (sincerely, faithfully, regards)

(signed)

Dillip Patel

Export Manager

Enc: (10) (3, 2, 4)

KEY:

1. Sirs 6. certificate

2. advise 7. invoice

3. order 8. further

4. air 9. faithfully

5. bill 10. 3

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III. Matching

A. Match the word in column A with the definition in column B

A B

1. compliments slip a. Person or organization that conveys goods

to their destination.

2. invoice b. Letter accompanying a document or goods,

explaining the contents.

3. forwarding agent c. list of goods or services that states how

much must be paid for them.

4. settlement d. Document informing a customer that a

consignment is on its way to them.

5. air waybill e. amount taken off the usual selling price of

goods because the buyer is purchasing a large
quantity.

6. ship f. small piece of paper with a company’s

details on it.

7. covering letter g. to send goods by road, rail, air, or sea.

8. advice note h. document that gives information about

goods sent by air.

9. trade discount i. Payment of an account

10. quantity discount j. amount taken off the usual selling price of
goods when they are sold by a manufacturer
or wholesaler to a retailer.

KEY:

1. f 6. g

2. c 7. b

3. a 8. d

4. i 9. j

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5. h 10. e

B. All the sentences below given reasons for refusing an order. Match the sentences in
column A with sentences in column B with similar meanings.

A B

1. We don’t make this product a. Unfortunately, we do not have

now because people don’t buy the capacity to supply an order as
enough of it. large as this.

2. We can’t sell you anything b. We can’t et you have 15% off

unless you pay cash. because we price our products as
cheaply as possible.

3. We cannot offer the discount c. There’s no way we can deliver

you suggest as our profit in such a short time.
margins are extremely low.

4. We can’t possibly fill this d. We have stopped

huge order: it’s more than our manufacturing this product as
total output for at least six there is no longer sufficient
months. demand.

5. Unfortunately, we cannot e. We regret that we would only

guarantee delivery within five be prepared to supply on a cash
working days. basis.

KEY:

1 D

2 E

3 B

4 A

5 C

IV. Translation

A. English-Vietnamese Translation

1. We are pleased to inform you 1. Chúng tôi rất vui mừng thông báo

17
that we have already made up
your order, No. 9901/1/5, for
50 canteens of ‘Silverline’
cutlery, and are now making
arrangements for shipment to
Rotterdam.
2. Your order No. 6712/1 is
now being processed and
should be ready for dispatch by
next week.
3. We have pleasure in
supplying 60 tons with first
shipment of 30 tons and
followed by the balance which
we will further inform you after chúng tôi nhận được thông báo vận
we receive shipment notice of
the first order of 30 tons.
4. I was surprised and sorry to
hear that your consignment
(Order No. B145) has not
reached you. On enquiry I
found that it had been delayed
by a local dispute on the cargo
vessel SS Hamburg on which it
had been loaded. I am now
trying to get the goods
transferred to the SS Samoa
which should sail for
Yokohama before the end of
next week. However, I shall
keep you informed.
5. I am writing to tell you that
là chúng tôi đã thu xếp xong đơn đặt
hàng số 9901/1/5 của ông về 50
thùng dao dĩa ‘Silverline’, và hiện
nay đang thu xếp chất hàng đi
Rotterdam.
2. Đơn đặt hàng số 6712/1 hiện
đang được tiến hàng và sẽ sẵn sàng
gửi đi vào tuần tới.
3. Chúng tôi vui mừng cung cấp 60
tấn, vận chuyển lần đầu là 30 tấn và
tiếp theo là 30 tấn. Chúng tôi sẽ
thông báo thêm cho ông sau khi
chuyển của đơn hàng 30 tấn đầu
tiên.
4. Tôi thật ngạc nhiên và lấy làm
tiếc khi nghe tin là hàng của ông
(Đơn đặt hàng số B145) đã không
tới được chỗ ông. Theo thăm dò, tôi
được biết là nó đã bị hoãn lại do sự
tranh chấp cục bộ trên tàu chở hàng
tàu Hamburg đã được chất hàng.
Hiện nay, tôi đang cố gắng cho
hàng chuyển sang tàu Samoa sẽ đi
Yokohama trước cuối tuần tới. Tuy
nhiên, tôi sẽ tiếp tục thông báo cho
ông.
5. Tôi viết thư cho ông biết là hàng
18
there will be a three-week delay sẽ bị giao chậm 3 tuần. Do hỏa hoạn
in delivery. This is due to a fire
at our Greenford works which
destroyed most of the
machinery. Nevertheless, your
order has been transferred to
our Slough factory and is being
processed there. I apologize for
the delay which was due to
circumstances beyond our
control.
6. We regret to inform you that
there will be a hold up/ delay
in getting your consignment to
you. This is due to the cut in
supplies from Gara where civil
war suddenly broke out last
week. We have contacted a
possible supplier in Lagos and
he will let us know if he can
help us. If you wish to cancel
your order, you may, but I think hủy bỏ đơn đặt hàng, nhưng tôi thiết
you will find most
manufacturers are experiencing
the same difficulties at present.
7. We are sorry to say that we
are completely out of stock of
this item and it will be at least
six weeks before we get our
next delivery, please contact us
then.
8. Thank you for your order for
ở nhà máy Greenford, hầu hết máy
móc đều bị hư. Tuy nhiên, đơn đặt
hàng của ông đã được chuyển sang
nhà máy Slough của chúng tôi và sẽ
được tiến hành ở đó. Tôi xin lỗi về
việc chậm trễ này vì tình hình
không sao kiểm soát được.
6. Chúng tôi lấy làm tiếc phải thông
báo cho ông về việc trì hoãn giao
hàng. Vấn đề này xảy ra do việc
cung cấp hàng bị gián đoạn ở Gara,
nơi cuộc nội chiến bất ngờ nổ ra vào
tuần trước. Chúng tôi đã liên lạc với
nhà cung cấp có thể được ở Lagos
và ông ta sẽ cho chúng tôi biết xem
ông ấy có thể giúp đỡ chúng tôi
không. Nếu ông muốn, ông có thể
nghĩ ông sẽ thấy là hầu hết những
nhà sản xuất hiện nay cũng đang
phải chịu tình hình khó khăn chung.
7. Chúng tôi tiếc phải nói rằng hiện
chúng tôi hết mặt hàng này và phải
mất ít nhất 6 tuần nữa chúng tôi mới
giao được đợt hàng kế tiếp, khi ấy
xin vui lòng liên lạc với chúng tôi.
8. Cảm ơn về đơn đặt hàng loại
19
heavy-duty industrial overalls.
Unfortunately we have run out
of the strengthened denim style
you asked for. As you have
particularly requested only this
material, we will not offer a
substitute, but will inform you
immediately we receive
delivery of a new consignment.
This will be within the next two nữa.
months.
9. We receive your order for
ACN dynamos today, but regret đơn đặt hàng của ông về loại máy
that due to a strike at the ACN
factory we are unable to fulfil it cuộc đình công ở nhà máy ACN,
at present. We are aware that
other models will not suit your
requirements, but hope that the
dispute will be settled son and
that we will be able to supply
you. We will keep you
informed of developments.
10. We never offer quarterly
terms on initial orders, even to
customers who can provide
references. However, we might
consider this sort of credit once
we have established a trading
relationship.
quần yếm công nhân lao động nặng.
Đáng tiếc là chúng tôi không còn
kiểu quần yếm lao động vải bông
dầy mà ông đã yêu cầu. Vì ông đặc
biệt chỉ yêu cầu loại vải này, nên
chúng tôi không thể thay thế loại
khác, nhưng chúng tôi sẽ thông báo
cho ông ngay khi chúng tôi nhận
được lô hàng mới trong hai tháng
9. Hôm nay chúng tôi đã nhận được
phát điện ACN, nhưng tiếc là do
nên chúng tôi không thể hoàn thành
được đơn đặt hàng ấy, và chúng tôi
hiểu được là những kiểu máy khác
không phù hợp với những yêu cầu
của ông. Rất hy vọng cuộc tranh
chấp ấy sẽ được giải quyết sớm, để
chúng tôi sẽ có thể cung cấp hàng
cho ông. Ông có thể tin là chúng tôi
vẫn tiếp tục thông báo để ông biết
tình hình tiến triển.
10. Chúng tôi không bao giờ đề
nghị các điều khoản thanh toán theo
quý với những đơn đặt hàng ban
đầu, ngay cả với những khách hàng
mà họ cung cấp cho chúng tôi các
tham khảo tài chính. Tuy nhiên,
chúng tôi có thể xem xét thể thức
20

B. Vietnamese-English Translation
1. Chúng tôi xin cám ơn thư
chào hàng của quý ngài đề ngày
15/10 chào bán loại chiếu cói và
xin vui mừng đặt hàng theo
những điều khoản và điều kiện
như sau.
2. Chúng tôi xin chấp nhận giá
đã báo trong thư chào hàng của
quý ngài đề ngày… và xin gửi
kèm đơn hàng cố định đặt mua
mặt hàng…
3. Những chứng từ sau đây phải
được làm thành ba bản, để xuất
trình khi thanh toán.
4. Một bộ tài liệu kỹ thuật sẽ
được gửi bằng đường máy bay
để chúng tôi cho dịch sang tiếng
Việt.
5. Chúng tôi muốn nhấn mạnh
rằng việc giao hàng đúng hạn là
cực kỳ quan trọng vì đơn hàng
này chiếm một phần lớn trong
công trình xây dựng của chúng
tôi.
6. Chúng tôi sẽ lấy làm biết ơn
về việc giao hàng nhanh chóng
vì hiện chúng tôi rất cần hàng để urgent need of the goods to
hoàn tất việc bán hàng cho
cho thanh toán sau này một khi
chúng ta có được quan hệ mậu dịch.
1. We would like to thank you for
your offer of / dated/ on Oct 10th
for fancy rush mats and are pleased
to place an order with the terms
and conditions as follows.
2. We are pleased to accept the
prices quoted in your offer dated…
and enclose our firm order for…
3. The following documents should
be made in triplicate, available for
payment.
4. 01 set of technical documents
should be airmailed to us for
translation into Vietnamese
purpose.
5. We must point out that due
delivery is most essential as this
order accounts for a considerable
part of our construction work
6. We shall be very grateful for
prompt shipment as we are in
complete the sale to our customer.
21
khách hàng của chúng tôi.

7. Chúng tôi hy vọng nhận được 7. We hope to receive (look

(mong nhận được) chấp nhận forward to receiving) your
bán hàng/ thông báo giao hàng acceptance/advice of dispatch/
của quý ngài bằng thư. confirmation by return of post.

8. Xin hãy xác nhận chấp nhận
của quý ngài cho đơn hàng này,
chấp nhận này phải đến chỗ
chúng tôi không trễ hơn … ngày
tính từ ngày đặt hàng.
8. Please confirm your acceptance
of this order, such acceptance
should arrive (reach us) not later
than… days after the date of order.

9. Nếu hàng bán chạy như chúng 9. If the goods sell as well as we
tôi mong đợi, chúng tôi sẽ đặt expect, we shall send further orders
thêm các đơn hàng khác trong in the near future.
tương lai gần.

10. Chúng tôi hy vọng rằng việc 10. We hope that the execution of
thực hiện đơn hàng này sẽ dẫn this order will lead to further
tới các quan hệ làm ăn giữa 2 business between our corporations.
công ty chúng ta về sau này.

V. Letter-writing

A. Ông Huỳnh Bá, Giám đốc công A. Hoa Nam Ltd. Co,
ty TNHH Hoa Nam muốn hỏi mua 2003 Tran Hung Dao St.,
1 số máy hút bụi (Vacuum District 1, HCMC.
Cleaner) nhãn hiệu KS20A của
Tel&Fax: 8488695443.
hãng Sankey để bán tại Việt Nam.
Anh/chị hãy thảo 1 thư đặt hàng 20 December, 20…..
th

với nội dung sau: SANKEY ELECTRONICS CO.

1. Rất cảm ơn SANKEY đã 250-74 Kutochu – Kuo.

gửi catalogue và hàng mẫu
OSAKA
cùng báo giá.
JAPAN.
2. Chúng ta có thể chấp nhận

22
 mức giá chào, tuy nhiên Dear Sirs,
cũng cần lưu ý công ty
We acknowledge with thanks
SANEY cho ta hưởng tỷ lệ
the receipt of your catalogues,
chiết khấu là 6% cho đơn
samples, and quotations. And we
hàng đặt mua trên 2000
would like to make an official
chiếc vì đây là đơn đặt hàng
order with you under the
đầu tiên.
following terms and conditions:
3. Đề nghị SANKEY cho ta
1) Commodity: SANEY
hưởng thời hạn chậm trả
vacuum cleaner.
L/C là 8 tháng vì đây là mặt
hàng mới trên thị trường ta 2) Specifications: model

cần phải có thời gian mới KS20A, exactly the same

tiêu thụ được. as the samples you have

4. Nếu đơn hàng đầu tiên này
bán chạy trên thị trường
chúng ta sẽ sẵn sàng kí hợp
sent and as illustrated in
catalogue no SA 2002.
3) Quantity: 2,500 units.

đồng đại lý tiêu thụ với 4) Price: We are willing to

SANKEY để thúc đẩy việc
tiêu thụ mặt hàng này trên
lãnh thổ Việt Nam vì công
ty Hoa Nam có mạng lưới
cửa hàng ở hầu khắp các
thành phố lớn ở Việt Nam.
accept the quoted price of
USD 1,500 per unit, but
we would like to
emphasize that you would
offer us a discount of 6%
as our order is over 2,000

Anh/chị có thể thêm các chi tiết units and because this is

cần thiết khác để đảm bảo thư có our first order with you.

nội dung và văn phong phù hợp. At present, some

companies have shown
Địa chỉ công ty Hoa Nam:2003
their intention to offer us
Trần Hưng Đạo, Q1, TPHCM.
such a discount; therefore
ĐT/Fax: 8488695443.
we hope that you could
Địa chỉ công ty Sankey accept out proposed
Electronics: 250-74 Kutochu-kuo, discount.
OSAKA, Japan. Fax: 645245760.

23
 5) Payment: We would like
to make payment by an
irrevocable L/C at 8
months’ sight because
this is a new item and it
needs certain time to get
the market’s acceptance.

6) Delivery: Delivery before

March is a firm condition
of this offer and we
reserve the right to refuse
the goods delivered after
that time. If your vacuum
cleaners sell well in
Vietnam, we would be
pleased to sign a sales
agent contract with you to
promote your product
consumption in Vietnam
as we have a wide spread
distribution system in big
cities in Vietnam. We
strongly believe that we
could establish a long-
term business relationship
with you from this initial
order.

We look forward to receiving

your soon reply.

Yours faithfully,
24
B. Dieter Paust, a buying manager,
emails his assistant, Beatrice Mey,
reminding her to write a covering
letter. As Beatrice Mey, write the
letter using the detailed
instructions.
“Beatrice
Please remember to include a
covering letter with the Satex
order:
- Address it to Sig. Daniele Causio, We will pay by banker’s draft as
Sales Director.
- Use the order number as the
subject title – No. W6164.
- Thank him for his letter of 1 July,
catalogue, and price list.
B. Dear Sig. Causio
Order No. W6164
Thank you for your letter of 1
July, and the catalogue and price
list.
Please find enclosed the above
order. We would like to remind
you that we expect delivery
before 28 August, i.e. within six
weeks.
soon as we receive the shipping
documents.
If any of the items we have
ordered are not available, please
do not send substitutes. And

- Tell him you enclose the above please could you email Mr Faust

order, and remind him that we if there are any problems with

expect delivery within six weeks. delivery?

We will pay by banker’s draft when We look forward to receiving

we receive the shipping documents. acknowledgement of this order.

- Explain that if items are not Yours sincerely

available, they should not send Beatrice Mey
substitutes.
pp. Dieter Faust
- Ask him to email me if there are
Buying Manager
any problems with delivery.

- Close by saying we look forward

to receiving acknowledgement of
the order.

25
Many thanks

Dieter

17 July 20__

--- The end ---

26
CHAPTER 6: PAYMENT

PART I. Sample letters

I. PAYMENT IN FOREIGN TRADE BY L/C

1. Payment by L/C

a. Foreign Buyer’s Order

Dear Sirs

Re: Our order No.361

We would like to thank you for your quotation for paints and details
of the arrangements for payment. We now wish to place the enclosed
order with you. As we are in urgent need of several of the items, we
should be glad if you would make up and ship the order at your
earliest convenience.

We have instructed Vietcombank Hochiminh City to open a credit for

US $15,000 in your favor, effective until 10th November. The credit
will be confirmed by Barclays Bank London E.C.3 who will accept
your draft on them at 60 days for the full amount of your invoice.
Please attach the following documents to your draft:

- Bill of Lading in duplicate

- Commercial Invoice, in triplicate

- Insurance Policy for US $ 15,000.

Your invoice should include C.I.F. London, and the amount of your
credit is sufficient to cover invoice cost and your bank commission on
the draft.

Please advise us by airmail when the goods have been dispatched.

Yours faithfully

27
Comprehensive questions:

1. What method of payment has 1. Documentary credit

been arranged?

2. When does the L/C expire? 2. After 10 November

3. What is the value of the credit? 3. US $15,000

4. What kind of draft is used? 4. Time draft

5. What documents are attached 5. B/L, Commercial invoice,

to the draft? Insurance policy

b. Exporter’s acknowledgement

Dear Ms. Thao Van

We have received your order and are pleased to confirm that all the
items required are in stock. It is a pleasure to have the opportunity of
supplying you and we are quite sure you will be satisfied both with the
quality of our goods and service.

Your choice of payment is quite acceptable to us, and we note that this
will be by irrevocable letter of credit for a sum not exceeding US $
15,000, valid until 10th November. When we receive confirmation of
this credit from the Barklay Bank London E.C.3, we will make up
your order and despatch the goods immediately.

We may assure you that this order and all your further orders will
receive our prompt attention.

Yours sincerely

Comprehensive questions:

1. Does the supplier accept the 1. Yes, he does.

suggested method of payment?

2. What kind of L/C does the 2. Irrevocable L/C

supplier suggest?

3. When will the order be 3. When the supplier receives

28
delivered? confirmation of the credit.

2. Documentary credit – stages in transaction

The stages in a documentary credit transaction are as follows:

(1) The buyer asks their bank to issue a L/C in favour of the Seller.

(2) The buyer’s bank (the issuing bank) asks the seller’s bank (the advising bank) to advise
that the L/C has been issued in the seller’s favour.

(3) The exporter dispatches the consignment to the buyer and presents the shipping
documents to the advising bank.

(4) The advising bank checks the documents and pays the seller (if it acts as a correspondent
bank of the issuing bank)

(5) The advising bank notifies the issuing bank that the documents have been presented and
forwarded them.

(6) The issuing bank checks the documents, pays the advising bank.

(7) The issuing bank releases the shipping documents to the buyer and debits their account.

(8) The buyer collects the consignment by presenting the documents to the carrier.

a. Buyer approaches Bank

Dear Sirs

We have just concluded an agreement to purchase monthly shipments

of … from... over the next six months and would like to make use of
international payment facilities by opening a series of monthly credits
for $2000 each in favour of… It has been agreed that we provide
credits with a bank … against which our supplier would draw for the
value of shipment as they are made.

Please let us know on what terms you would be prepared to arrange

the necessary credits and to handle the shipping documents for us.

Yours faithfully

b. Bank offers to provide credit

Dear Sirs

29
We thank you for your inquiry of 15th March. We shall be pleased to
handle the shipments (referred to) and arrange for the necessary
documentary credit with our Bank against deposit of Bill of Lading
and other shipping documents. If you complete and return the
enclosed form we will make the arrangements.

Our commission charges for irrevocable documentary credits would

be 1/8 to 1/4% on each of the monthly credits, to which must be added
1/4% for irrevocable credits and also our charges for such items as
telegrams and postages. In return for these charges you have our
assurance that your interests would be carefully protected.

Yours faithfully

c. Buyer instructs Bank

Dear Sirs

I have completed and enclose the form of application for a

documentary credit received with your letter of 17th March and shall
be glad if you will arrange by telegram to open for our account with
your bank irrevocable credits for 62,000 a month in favour of… the
credits to be valid untill 30th September next.

To enable them to use the credits the company must present the
following documents:

- Bill of lading in triplicate

- One copy of the invoice

- Certificate of policy of insurance

- Certificate of Origin

and draw on your bank at 60 d/s for each consignment for the value of
about £2,000.

Yours faithfully

d. Bank agrees to open credit

Dear Sirs

30
As instructed in your letter of 20th March we are arranging to open a
documentary credit in your favour valid until 30th September next.
You will find enclosed a copy of our telegram opening the credit. We
shall be glad if you will check it to ensure that it agrees with your
instructions.

As soon as the credits are used we will debit your account with the
amount notified to us as having been drawn against them.

We shall take all necessary steps to make sure that your instructions
are carefully carried out, but wish to make it clear that we cannot
assume any responsibility for the safety of the goods, or for delays
since these are matters beyond our control.

Yours faithfully

e. Buyer notifies Exporter

Dear Sirs

This is to inform you that we have opened irrevocable credits in your

favour for £2,000 a month with…, valid until September next. The
terms of credit authorise you to draw at 80 days on the bank in… for
the amount of your invoices after each shipment. Before accepting
your draft, which should include al/ charges, the bank will require you
to produce the following documents:

- Bill of lading in triplicate

- One copy of the invoice covering C.I.F...

- Certificate of policy of insurance

- Certificate of origin

We will expect your first consignment about the middle of August.

Yours faithfully

f. Bank issues L/C

Dear Sirs

On instruction from Messrs … received through our office, we have

31
opened monthly irrevocable credits for £2,000 in your favour, valid
until 30th September next. You have authority to draw on us at 60
days against these credits for the amount of your invoices upon
shipment of… to... Your drafts must be accompanied by the following
documents, which are to be delivered to us against our acceptance of
the drafts:

- Bill of lading in triplicate

- Commercial invoice

- Insurance certificate of policy

- Certificate of Origin

Provided you fulfill the terms of credit we will accept and pay at
maturity the drafts presented to us under these credits and, if required,
provide discounting facilities at current rates.

Yours faithfully

g. Exporter presents documents

Dear Sirs

Referring to your advice of 30th March, we enclose shipping

documents for the first of the monthly consignments to...

As required by them we have included all charges in our invoice

which amounts to £1,725.75 and enclose our draft at 60 days for this
sum. We shall be glad if, after acceptance, you will discount it at the
current rate and remit the net amount to our account with...

We thank you for your help in this matter.

Yours faithfully

h. Bank debits Buyer

Dear Sirs

As instructed by your letter of 20th March, our bank has for your
account a bill for £2,725.75 drawn by… for the first of… to you on
SS… We have debited your account with this our charges amounting

32
to £4.30.

The ship left... on 22nd April and is due to arrive in… on 2nd May.
The shipping documents for this consignment are now with us and we
shall be glad if you will arrange to collect them.

Yours faithfully

II. INVOICES AND STATEMENTS

1. Invoices

Invoices are not only requests for payment but also records of transactions which give both
the buyer and seller information about what has been bought and sold, the terms of sale and
details of the transaction.

Sample invoice

INVOICE No. 10961A3

GLASTON POTTERIES

Clayfield, Burnley 8810 180

Tel- 0315 46125 Fax:0315 63182 Telex: 8801773

MacKenzie Bros. Ltd.

11 July 19-

1-5 Whale Drive Dawson

Ontario CANADA

Your order No. DR1432

Quantity Description Cat. No. £ each £

35 Earthenware R 194 @ 25.00 set 875.00

10 Wedgwood W 161 @ 37.50 ‘’ 375.00

33
15 Bone/Tea T 21 @ 12.00 ‘’ 180.00

10 Staffordshire Red S73 @ 22.60 ‘’ 226.00

c.i.f. 1656.00 1656.00

Less Cost & Freight

Liverpool/Dawson 147.00

Less Insurance 92.00

10% discount off net price 1417.00 Less Disc. 141.70

Total 1514.30

E&O.E. Registered No. 716481 VAT Reg. No. 133 5341 08

This is a rather complicated invoice. It is from Glaston Potteries to their Canadian

customers MacKenzie Bros. It would be sent with copies and shipping documents to The
Canadian Union Trust Bank via the Burnley Bank who are their agents in England.

Comprehension questions:

1. Which reference would 1. Order No. DR 1432

MacKenzie use when refering to
this invoice?

2. What does the sign @ mean in 2. Average

the calculations?

3. What is the net total of the 3. £1514.30

invoice?

34
4. What charges have been taken 3. CIF charges
off the gross price?

5. How have Glaston Potteries 5. E&OE (Errors and Omissions

indicated they have the right to are excepted)
correct the invoice if there is a
mistake?

2. Covering letter with invoice

It is not normal necessary to send a covering letter with an invoice, particularly when the
invoice is sent with the goods. If the invoice is sent separately a short but polite covering
letter may be sent with it.

Sample letter 1. For non-regular customer

Dear Sir

Your order No. AW25

We are pleased to enclose our invoice No. B832 for the polyester
shirts ordered on 13 August.

The goods are available from stock and will be sent to you
immediately we receive the amount due, namely $1342

Yours faithfully

Sample letter 2. For regular customer

Dear Sir

Your order No. AW25

Our invoice No. B832 is enclosed covering the polyester shirts

ordered on 13 August.

These shirts have been packed ready for desptach and are being sent to
you, carriage paid, by rail. They should reach you within a few days.

Your faithfully

35
3. Statements of account

Rather than requiring immediate payment of invoices, a supplier may grant his customer
credit in the form of open account facilities for an agreed period of time. At the end of this
period, a statement of account is sent to the customer, listing all transactions between the
seller and the buyer for that period.

The statement below is an account of the transactions that took place over the month of May
between Seymore Furniture Ltd. and their customer, C. R. Mendez.

STATEMENT

SEYMORE FURNITURE Ltd.

Tib Street, Maidenhead, Berks SL6 5D2

Telephone: 0626 26755

Registered No. 16574397 London

VA T No. 131 6188 37

C.R Mendez SA 31 May 20--

Avda del Ejercito 83

E-48015 Bilbao

Date Item Debit Credit Balance

20--

1 May Account Rendered 270.00

2 ‘’ Inv: L 8992 60.00 330.00

8 ‘’ D/N 311 12.00 342.00

12 ‘’ Cash 100.00 242.00

36
 14 ‘’ Inv. L 8995 720.00 962.00

20 ‘’ C/N C 517 40.00 922.00

25 ‘’ Cash 600.00 322.00

E. & O. E. Cash Disc. 3% if paid within 7 days

Comprehension questions

1. What do D/N and C/N stand D/N: Debit note (sent by the
for? supplier to the buyer who has
been undercharged in the invoice)

C/N: Credit note

2. How much did CR Mendez SA 1. 270.00

owe at the beginning of the
month?

3. How much was the error in 2. 12.00

their favour?

4. What was the total amount of 3. 780.00

their purchases during May?

5. Is there an allowance for 4. Yes, 3% if paid within 7 days

payment within a certain time?

III. SETTLEMENT OF ACCOUNTS

1. Advice of payment

Dear Mr.

Thank you for being so prompt in sending the documents for our last
order No. 14463. We have accepted the sight draft, and the bank
should be sending you an advice shortly.

37
We have been dealing with you on a cash against documents basis for
over a year and would like to change to payment by 40-day bill of
exchange, documents against acceptance.

When we first contacted you last February, you told us that you would
be prepared to reconsider terms of payment once we had established
trading association. We think that sufficient time has elapsed for us to
be allowed the terms we have asked for. If you need references, we
will be glad to supply them.

As we will be sending another order within the month, could you

please confirm that you agree to these new terms of payment?

Yours sincerely

Comprehension questions

1. How does the letter begin? 1. The letter begins with the
confirmation of payment.

2. What do you think is the other 2. To ask for the terms of

purpose of this letter? payment to be revised

3. What term of payment does the 3. 40-day B/E, D/A

writer want?

2. Acknowledgement of payment

Dear Mr.

Thank you for your letter of ... enclosing cheque for $... in full
settlement of our invoice dated...

We enclose our official receipt.

Yours sincerely

3. Delayed payment

Sample letter 1. Request for more time

38
Dear Mr.

I am sorry that we were not able to clear your November statement for
$3,880 and December invoice, No.7713 for $289. We had intended to
pay the statement as usual, but a large cash shipment to one of our
customers in Australia was part of the cargo destroyed in the fire on
the SS Tippa when she docked-in Bombay in late November.

Our insurance company have promised us compensation within the

next few weeks, and once we have received this the account will be
paid in full.

We know you will appreciate the situation and hope you can bear with
us until the matter is settled.

Yours sincerely

Comprehension questions

1. What is the outstanding 1. $4,169

balance?

2. What explanation is given for 2. Due to part of the cargo

non-payment? destroyed in the fire on the SS
Tippa, they had to compensate a
large amount of money to their
customer.

3. Why is the writer confident that 3. Because her insurance

she can clear the account? company has promised her
compensation within the next few
week.

4. Which words in the letter have 4. “clear”, “cargo” and “bear

a similar meaning to “pay”, with”
“goods carried in a ship or
aircraft” and “understand”?

Sample letter 2. Replying to request for more time

39
Dear Ms.

Thank you for your letter of 5 January regarding our November

statement and December invoice No 7713.

We were sorry to hear about the difficulties you have had, and
understand the situation, but would appreciate it if you could clear the
account as soon as possible, as we ourselves have suppliers to pay.

We look forward to hearing from you soon

Yours sincerely

Comprehension questions

1. Is the writer sympathetic to the 1. Yes.

buyer’s problem?

2. Why does the writer want the 2. Because he himself has some
buyer to pay as soon as posible? suppliers to pay

Sample letter 3. Request for an extension

Dear Mr.

I am sorry to tell you that I will not be able to meet my bill, No.
BE7714 due on 6 June.

My government has put an embargo on all machine exports to

Zurinmba, and consequently we have found ourselves in temporary
difficulties as we had three major cash consignments for that country.
However, I am at present discussing sales of these consignments with
two large Brazilian importers, and am certain that they will take the
goods.

Could you allow me a further 60 days to clear my account, and draw a

new bill on me, with interest of, say 6% added for the extension of
time?

I would be most grateful if you could help me in this matter.

Yours sincerely

40
Comprehension questions

1. What expression does the 1. “meet my bill”

writer use instead of “pay”?

2. How does the writer intend to 2. He is discussing sales of the

get the money for the cargo he consignments with two large
cannot sell to Zurimba? Brazilian importers.

3. What solution does he suggest 3. Allow him further 60 days to

to the problem? clear the account and the seller
could draw a new bill on him with
interest of 6%.

4. Which words in the letter have 4. “temporary”, “major” and

a similar meaning to “not “draw”
permanent”, “large” and
“prepare” (eg. a B/E or cheque)

Sample letter 4. Reply to request for an extension

Dear Mr. Franksen,

Bill No. BE 7711

I was sorry to learn about the embargo your country has placed on
exports to Zurimba and of the problems this has created. However, the
above bill has already allowed credit for 40 days, and although I
appreciate your offer for an additional 6% interest on the £4,360
outstanding, it is financially impossible to allow a further 60 days
credit as I myself have commitments.

I think the following solution might help us both.

You need not add interest on the present amount, but I have enclosed a
new draft (BE7731) for £2,180 which is half the outstanding balance,
and will allow you 40 days to pay it. But I expect you to pay the
remainder viz. £2,180 by banker's draft.

Please confirm your acceptance by signing the enclosed bill and

41
returning it to me with your draft by return of post.

I wish you luck with your negotiations with the Brazilian importers
and hope that this setback will soon be resolved.

Yours sincerely

Encl. Bill BE 7731

Comprehension questions

1. Is the writer sympathetic to the 1. Yes.

buyer’s problem?

2. Why does he say he cannot 2. He himself has commitments.

wait further 60 days for payment?

3. Does he want the 6% interest 3. No

added on?

4. What compromise does he 4. He has enclosed a new draft for

suggest? £2,180 which is half the
outstanding balance, and will
allow the buyer 40 days to pay it
and pay the remainder viz. £2,180
by banker's draft.

5. How will he know that Mr 5. He asks Mr. Franksen to sign

Franksen has accepted his offer? the enclosed bill and returning it
to him with the draft by return of
post.

4. Request for payment

Sample letters

Sample letter 1. First request

Dear Mr.

I am writing to ask why you have not settled our invoice No. H931 for
£919.63, a copy of which is enclosed.

42
I know that since we began trading you have cleared your accounts
regularly on the due dates. That is why I wondered if any problems
have arisen which I might be able to help you with. Please let me
know if I can be of assistance.

Yours sincerely

Comprehension questions

1. What is enclosed with the 1. A copy of the invoice No.

letter? H931 for £919.63.

2. Why is the writer so surprised 2. Because the buyer has cleared

when the buyer delayed in his/ her accounts regularly on due
payment? dates.

Sample letter 2. Reply to the first request

Dear Mr.

I was surprised to receive your letter of the 20th November in which

you said you had not received payment for invoice No. H931.

I instructed my bank, The Welsh Co-operative Bank, Swansea, to

credit your account in Barnley’s Bank, Cardiff, with the £919.63 some
time ago.

As my bank statement showed the money had been debited to my

account, I assumed that it had been credited to your account as well. It
is possible that your bank has not advised you yet. Could you please
check this with Barley's, and if there are any problems let me know, so
that I can make enquiries here?

Yours sincerely

Comprehension questions

1. Why was the writer surprised 1. Because the supplier said he

to receive the supplier’s letter? hadn’t cleared the invoice No.,
while he had paid.

43
2. What may the problem here? 2. The supplier’s bank has not
advised the supplier of the
payment yet.

3. What does he suggest the 3. The supplier should check the

supplier should do? payment with the bank, Barley’s,
and let him know if there are any
problems.

Sample letter 3. Second request

Dear Mr.

We wrote to you on 10 August and enclosed copy invoices which

made up your June statement, the balance of which still remains
outstanding.

Having dealt with you for some time, we were disappointed in neither
receiving your remittance nor any explanation as to why the balance
has not been cleared. Please would you either send us a reply or
cheque to clear the account within the next seven days? Thank you.

Yours sincerely

Comprehension questions

1. How did the writer feel when 1. He felt disappointed.

writing this letter?

2. What does the writer ask the 2. To send a cheque to clear the
buyer to do? account or to send an explanation
as to why the balance has not
been cleared.

Sample letter 4: Reply to the second request

Dear Mr. Costello

First let me apologize for not having cleared your June statement or

44
replying to your letter of 10 August. However, I am surprised that you
did not receive our circular letter informing all our suppliers that we
were moving from Milano to Torino. I have checked our postbook,
and find that a letter was sent to you on June 30.

As you will see from the copy enclosed. We warned suppliers that
during the move, there might be some delay in clearing accounts and
replying to correspondence, as the move would involve replacing
more than half our staff with new people who needed time to get used
to our accounts and filing systems.

You will be pleased to hear that we have now settled into our new
offices and will have a dully trained staff by the end of next month.
Meanwhile, I am enclosing a cheque for $300,000 on account, and
will send a full settlement of your June statement within the next few
days.

Could you please note our new address which is on the heading of this
letter for future reference.

Yours sincerely

(signed)

Accountant

Enc. Bank Draft No. 427322 for $300,000

Comprehension questions

1. Why hadn’t the writer’s 1. Because they had to move from

company cleared their June Milano to Torino.
statement?

2. What has the writer done about 2. He has enclosed a cheque for
the outstanding account and what $300,000 as part of payment and
will he do in the near future? will send a full settlement of the
June statement within the next
few days.

3. What has he asked Mr. 3. To note his new address.

45
Costello to do to ensure that
letters get to him?

Sample letter 5. Third request

Dear Mr.

Account No. TY G 996 14

I wrote to you on two occasions, 21 October and 14 November,

concerning the above account which now has an outstanding balance
of £1541.46 and is made up of the copy invoices enclosed.

I have waited three months for either a reply to explain why the
balance has not been cleared, or a remittance, but have received
neither.

Although I am reluctant to take legal action to recover the amount,

you leave me no alternative. Therefore, unless I receive your
remittance within the next ten days, my solicitors will be instructed to
start proceedings to recover the debt.

Yours sincerely

(signed)

Accountant

Encl. invoice copies

Comprehension questions

1. What is enclosed with the 1. The copy invoices

letter?

2. How long has the balance 2. Three months

remained unpaid?

3. Does the writer plan to take 3. Yes

legal action?

4. What phrase is used which has 4. To start proceedings

a similar meaning to “take legal

46
action”?

PART II: Vocabulary

Documentary credit Tín dụng chứng từ

Draw on Ký phát đòi tiền

Debit one’s account Ghi nợ vào tài khoản

Due date Ngày đáo hạn

First/second/third request Thư yêu cầu thanh toán lần 1, 2, 3

Irrevocable L/C Tín dụng thư không hủy ngang

In the seller’s favour Cho người bán hưởng

Open account Ghi sổ

Overdue account Nợ quá hạn

Present Xuất trình

Pro-form invoice Hóa đơn chiếu lệ

Prompt payment Thanh toán đúng hạn

Shipping documents Chứng từ vận tải

Statement of account Bản sao kê tài khoản

At maturity Đến hạn

Remittance Việc chuyển tiền

To clear/ settle account Thanh toán nợ

To recover a debt Thu hồi nợ

To extend credit Gia hạn nợ

PART III: Business expressions

Covering letter with the invoice

1. Please find enclosed our 1. Đính kèm theo đây quý ngài sẽ
invoice No. for $29 thấy hóa đơn số... trị giá $29
47
2. The enclosed invoice for $56 is 2. Hóa đơn trị giá $56 đính kèm
for 2 chairs at $40 each less 33% là tính cho 2 chiếc ghế, $40 một
trade discount. chiếc trừ chiếc khấu thương mại
33%

3. Our invoice for $400 is 3. Chúng tôi gửi kèm theo thư này
attached. We look forward to hóa đơn trị giá $400 và mong
receiving your cheque. nhận được tờ séc thanh toán cho
hóa đơn này.

Advice of payment

1. We are enclosing our Cheque 1. Chúng tôi gửi kèm theo thư này
for $...in payment of your invoice tấm séc trị giá... để tham toán cho
No. dated hóa đơn số...ngày

2. I have instructed my bank, 2. Hôm nay, tôi đã yêu cầu ngân

today, to transfer .... to your hàng chuyển vào tài khoản của
account in payment of your quý ngài $... để thanh toán cho
invoice. Could you confirm the hóa đơn. Quý ngài có thể xác
transfer has been made as soon as nhận với chúng tôi về việc chuyển
the correspondent bank advises khoản ngay khi ngân hàng thông
you? báo với quý ngài được ko?

3. We would like to inform you 3. Chúng tôi muốn thông báo với
that we have arranged for a quý ngài là chúng tôi đã thu xếp
transfer through our bank. The chuyển tiền cho quý ngài qua
transfer is for... in payment of the ngân hàng. Chúng tôi chuyển $...
invoice No. để thanh toán cho hóa đơn số...

4. You will be pleased to hear that 4. Quý ngài sẽ rất hài lòng khi
we have accepted your bill and biết tin chúng tôi đã chấp nhận
now have the documents. We hối phiếu và đã có chứng từ.
shall collect the consignment as Chúng tôi sẽ nhận hàng ngay khi
soon as it arrives in Bonn and hàng đến Bonn và thanh toán hối
honour your draft at maturity. phiếu khi đến hạn.

5. Our bank informs us that they 5. Ngân hàng thông báo với

48
now have the shipping documents chúng tôi là họ đã có bộ chứng từ
and will be transfering the vận tải và sẽ chuyển tiền thanh
proceeds of our L/C to your toán theo L/C vào tài khoản quý
account. ngài.

6. We have instructed our bank to 6. Chúng tôi đã yêu cầu ngân

arrange for a letter of credit for ... hàng mở tín dụng thư trị giá ... để
to be paid against your pro-forma thanh toán cho hóa đơn chiếu lệ
invoice No..., and the proceeds số... và tiền thanh toán sẽ được
will be credited to you as soon as chuyển vào tài khoản quý ngài
Canadian Trust receive the ngay khi Canadian Trust nhận
documents. được bộ chứng từ.

Acknowledge of payment

1. Thank you for your cheque for 1. Cảm ơn quý ngài đã gửi chúng
$... in payment of our invoice tôi tấm séc trị giá ... thanh toán
dated... cho hóa đơn ngày...

2. Our bank advised us today that 2. Ngân hàng đã thông báo với
your transfer of $... was credited chúng tôi là quý ngài đã chuyển
to our account. Thank you for số tiền .. và đã được ghi có vào tài
paying so promptly. khoản của chúng tôi. Cảm ơn quý
ngài đã thanh toán đúng hạn.

3. Thank you for sending your 3. Cảm ơn quý ngài đã gửi tấm
cheque for invoice No. so séc để thanh toán cho hóa đơn số.
promptly. We feel sure that you đúng hạn. Chúng tôi chắc chắn
will be pleased with the quý ngài sẽ hài lòng với lô hàng
consignment and look forward to và mong nhận được đơn đặt hàng
receiving your next order. tới của quý ngài.

4. Our bank informed us today 4. Ngân hàng đã thông báo với

that you accepted our bill and the chúng tôi là quý ngài đã chấp
documents have been transfered nhận hối phiếu và đã chuyển bộ
to you. Thank you for your chức từ cho quý ngài. Cảm ơn
custom and hope you will be in quý ngài đã ủng hộ chúng tôi và
touch with us again. hi vọng quý ngài sẽ liên hệ lại với
49
 chúng tôi.

Delayed payment

1. I am sorry that I was not able to 1. Tôi rất tiếc chưa thể thanh toán
clear my July account. số nợ của tháng 7 được.

2. We regret we were unable to 2. Chúng tôi tiếc là đã không thể

send a cheque to settle our gửi cho quý ngài tấm séc để thanh
account for the last quarter. toán số nợ của quý trước được.

3. We were not able to settle the 3. Chúng tôi không thể thanh toán
account because of the số nợ được vì một trong những
bankruptcy of one of our main khách hàng lớn của chúng tôi bị
customers... phá sản...

4. The dock strike made it 5. Cuộc đình công của công nhân
impossible to ship our products, bến cảng khiến chúng tôi không
and as our customers have not thể giao hàng được và vì khách
been able to pay us, we have not hàng không thể trả tiền cho chúng
been able to clear our own tôi nên chúng tôi cũng chưa thể
suppliers' accounts yet. thanh toán nợ cho các nhà cung
cấp được.

5. We will try to clear your 4. Chúng tôi sẽ cố gắng thanh

invoice within the next few toán hóa đơn trong vòng vài tuần
weeks. Meanwhile, the enclosed tới. Trong khi chờ đợi, chúng tôi
cheque for ... is part payment on gửi kèm tấm séc trị giá ... để
account. thanh toán một phần số nợ.

6. Once the strike has been 6. Khi cuộc đình công được giải
settled, which should be within quyết có thể trong vòng vài ngày
the next few days, we will be able tới, chúng tôi sẽ có thể thanh toán
to clear the balance. số nợ còn lại.

7. As soon as the insurance 7. Ngay khi công ty bảo hiểm gửi

company sends us compensation tiến bồi thường cho chúng tôi,
we will settle the account. chúng tôi sẽ thanh toán số nợ đó.

8. Thank you for your letter 8. Cảm ơn quý ngài về lá thư liên

50
concerning the outstanding quan đến số nợ còn lại của quý
balance on your account. ngài.

9. I was very sorry to hear about
the difficulties you have been
experiencing in ... am realize that
without sales it is difficult to
settle outstanding accounts.
9. Tôi rất tiết khi nghe tin quý
ngài đang gặp khó khăn trong
việc...và nhận thấy rằng hàng
không bán được thì sẽ khó có thể
thanh toán nợ còn lại.

10. Thank you for your letter 10. Cảm ơn quý ngài về lá thư
explaining why you cannot clear giải thích tại sao quý ngài không
your January statement for... thể thanh toán cho bản sao kê
tháng 1 trị giá...

11. With reference to your letter
of ... which you explained why
the outstanding invoice. No. has
not been cleared we understand
the problems you have been
facing...
11. Qua thư của quý ngài
ngày...giải thích lý do hóa đơn
còn lại số...chưa được thanh toán,
chúng tôi rất hiểu những khó
khăn quý ngài đang gặp phải.

12. In view of the difficulties you
have been having, we are
prepared to compromise and
suggest that you clear half the
outstanding balance immediately
by sending a cheque for ... and
clear the remainder by the end of
next month.
12. Trong trường hợp quý ngài
đang gặp khó khăn, chúng tôi sẵn
sàng thỏa thuận và đề nghị thanh
toán một nữa số nợ còn lại bằng
tấm séc trị giá... và thanh toán
phần còn lại vào cuối tháng tới.

The first request

1. We are writing concerning the 1. Chúng tôi viết thư cho quý ngài
outstanding October account về khoản nợ còn lại trong tháng
for..., a copy of invoice is 10 trị giá..., và gửi kèm bản sao
enclosed and which should have hóa đơn mà lẽ ra phải được thanh

51
been cleared last month. toán tháng trước.

2. With reference to your Invoice 2. Về hóa đơn số ... trị giá... của
No.... for...which we expected to quý ngài, chúng tôi mong được
be cleared three weeks ago, we thanh toán cách đây 3 tuần nhưng
still have not yet received your đến giờ chúng tôi vẫn chưa nhận
remittance được thư chuyển tiền của quý
ngài.

3. We think you may have 3. Chúng tôi nghĩ rằng quý ngài
overlooked invoice No... for... đã quên hóa đơn số ... trị giá... đã
which was due last month. đến hạn tháng trước.

4. Would you please either let us 4. Xin quý ngài vui lòng gửi tấm
have your cheque, or an séc cho chúng tôi hoặc giải thích
explanation of why the invoice is tại sao hóa đơn vẫn chưa được
still outstanding? thanh toán?

The second request

5. We wrote to you on 3 March 5. Chúng tôi đã viết thư cho quý

concerning our January statement ngài vào ngày 3/3 về bản sao kê
which is still outstanding. tháng 1 vẫn chưa được thanh
Enclosed you will find a copy of toán. Quý ngài sẽ thấy bản kê
the statement and our letter. khai và lá thư của chúng tôi được
đính kèm.

6. This is the second letter I have 6. Đây là lá thư thứ 2 tôi gửi đến
sent you with regard to your quý ngài về khoản nợ tháng 3 vẫn
March account which has not chưa được thanh toán.
been cleared.

7. I would like to know why you 7. Tôi rất muốn biết tại sao quý
have neither replied nor sent a ngài không trả lời thư cũng không
cheque to clear the outstanding gửi séc để thanh toán khoản nợ
balance. còn lại.

8. In your reply to my letter of ... 8. Trong thư trả lời của quý ngài
you promised that the account cho lá thư của tôi ngày... quý ngài

52
would be cleared by the end of hứa sẽ thanh toán nợ vào cuối
May, yet I have not received your tháng năm, nhưng chúng tôi
remittance or an explanation. không nhận được tiền thanh toán
cũng như lời giải thích nào của
quý ngài.

9. We must now insist that you 9. Chúng tôi phải nhấn mạnh rằng
clear this account within the next quý ngài phải thanh toán nợ trong
seven days, or at least offer an vòng 7 ngày tới hoặc ít nhất cũng
explanation for not paying it. phải giải thích lý do không thanh
toán khoản nợ đó.

10. I would like your remittance 10. Chúng tôi mong nhận được
by return of post, or failing that, thư chuyển tiền của quý ngài gửi
your reasons for not clearing this trở lại bằng đường bưu điện, nếu
account. không, phải giải thích tại sao quý
ngài không thể thanh toán khoản
nợ này.

The third request

11. We have written you two 11. Chúng tôi đã viết thư cho quý
letters on ..., and have sent copies ngài hai lần vào ngày... và có gửi
of the outstanding invoices with kèm bản sao hóa đơn còn nợ,
them, but have not received either nhưng vẫn không nhận được thư
a reply or remittance. trả lời hay tiền gửi.

12. We now assume that you have 12. Bây giờ, chúng tôi cho rằng
no intention of clearing the quý ngài không có ý định thanh
balance. toán số nợ còn lại đó.

13. We had expected this matter 13. Chúng tôi đã mong vấn đề
to have been settled at least two này được giải quyết cách đây ít
months ago, but you have shown nhất 2 tháng, nhưng quý ngài tỏ
no indication of cooperating with ra không có ý định hợp tác với
us. chúng tôi.

14. We feel that you have been 14. Chúng tôi cảm thấy quý ngài

53
given sufficient time to clear this đã có đủ thời gian để thanh toán
balance and now insist on khoản nợ này và nhất định quý
payment within the next ten days. ngài phải thanh toán trong vòng
10 ngày tới.

15. Unless we receive your 15. Nếu chúng tôi không nhận chi
cheque in full settlement by the phiếu thanh toán đủ khoản nợ,
end of this month, we shall be chúng tôi buộc phải nhờ luật sư
compelled to instruct our thu hồi nợ.
solicitors to recover the debts.

PART IV: Exercises

I. Fill in the blanks with the appropriate words in this letter requesting payment.

1.

Dear Sirs

Your invoice No. 527 dated 20 July for $1516 is due for (1) ..............
at the end of this month.

Unfortunately a fire broke out in our Despatch Department last week

and (2) ................. a large part of a valuable consignment due for (3)
................ to a cash customer. Our (4) ................. is now with the
insurance company but it is unlikely to be met for another 3 or 4
weeks. Until then we are (5) ................ with a difficult (6) ...............
problem.

I am therefore writing for (7) .................. to defer payment of your

invoice until the end of september.

As you are aware, my accounts with you have always been (8)
.............. promptly, and it is with (9) ............... that I am now forced to
make this (10) .............. I hope that you will find it possible to grant it.

Yours faithfully

KEY

1. payment 6. financial

54
2. destroyed 7. permission

3. delivery 8. settled

4. claim 9. regret

5. faced 10. request

2.

Dear Mr. Janssen

Account No. VS 3019

We wrote to you on 25 March concerning the above (1)................ for

$2,700.00 which has now been (2).................. for three months. When
we agreed to offer you credit (3)................... we pointed out that it was
essential to (4)................... accounts (5)................. the exact date,
particularly as we generally do not (6) ............... credit terms.

As you realized, delayed payment can create problems for us (7)

................ our own suppliers, therefore we would appreciate it if you
could either let us know why the (8).................. has not been paid, or
let us have a remittance (9)................ the next ten days.

We would be grateful if this could receive your immediate (10)............

Yours sincerely

KEY

1. account 6. offer

2. outstanding 7. with

3. facilities 8. balance

4. settle/clear 9. within

5. on 10. attention

3.
55
Dear Sir

We are writing (1).................. the February balance of $567 on your

account, which is (2)................ for three months. We have written to
you twice and did not receive a (3) ................., which surprised us as
you have been our regular customer for years.

We would like to (4)............... you that the credit was given on the
(5).............. that balance would be cleared on due (6) ..........; failure to
do so will create (7) ....................for us with our suppliers.

We are prepared to (8) ............... you further ten days to clear the
balance or explain why you can not do so, (9) ............... we will,
reluctantly, have to take legal (10).................

Yours faithfully

KEY

1. concerning 6. dates

2. overdue 7. difficulties

3. reply 8. offer

4. remind 9. otherwise

5. understanding 10. action

II. Translation

A. English – Vietnamese Translation

1. A warehouse flood destroyed 1. Trận lụt ở nhà kho đã phá hủy

the majority of the components phần lớn các linh kiện để lắp ráp
that were to be fitted into Zenith vào Zenith 900. Chúng tôi đang
900. We are waiting for our chờ công ty bảo hiểm giải quyết
insurance company to settle our khiếu nại đòi bồi thường của
claim so that we can renew our chúng tôi để có thể phục hồi lại
stock and pay our suppliers. kho hàng và thanh toán cho các
nhà cung cấp.

56
2. When we allowed open 2. Khi chấp nhận điều kiện ghi sổ,
account terms, we emphasized chúng tôi đã nhấn mạnh điều này
this was only on the condition có thể được với điều kiện các
that balances were cleared khoản nợ phải được thanh toán
promptly on due dates as credit đúng hạn bởi vì điều kiện bán
facilities put a strain on out own chịu này đã gây căng thẳng cho
cash low situation. Because of lưu lượng tiền mặt của chúng tôi.
this we cannot extend the credit Do vậy, chúng tôi không thể gia
by another two months. hạn thêm 2 tháng nữa.

3. As you are usually prompt in 3. Vì quý ngài thường thanh toán

settling your accounts, we wonder nợ rất đúng hạn nên chúng tôi
whether there is any special thắc mắc liệu có nguyên nhân gì
reason why we have not received đặc biệt cho việc chúng tôi không
payment of this account, which is nhận được tiền thanh toán khoản
already a month overdue. nợ này, vốn đã quá hạn 1 tháng
rồi.

4. To regular customers such as 4. Đối với khách hàng quen như

yourself our terms of payment are quý ngài, điều kiện thanh toán của
3% one month, and we hope you chúng tôi là cho khách hàng
will not withhold payment any hưởng mức chiết khấu 3% nếu
longer, otherwise it will be thanh toán trong vòng 1 tháng.
necessary for us to revise these Chúng tôi hy vọng quý ngài sẽ
terms. không trì hoãn thanh toán lâu hơn
nữa, nếu không chúng tôi cần
phải xem xét lại các điều kiện
này.

5. We were disappointed that you 5. Chúng tôi thất vọng vì quý ngài
did not bother to reply to either of đã không bận tâm đến việc trả lời
our letters asking you to clear thư của chúng tôi yêu cầu quý
your account, and you have left us ngài thanh toán nợ và chúng tôi
no alternative but to take legal không còn cách nào khác là phải
action. kiện quý ngài.

57
6. It is with the utmost regret that 6. Rất tiếc là chúng tôi đã đi đến
we have reached the stage when bước hối thúc quý ngài phải thanh
we must press for immediate toán ngay. Nếu quý ngài không
payment. Failing payment by 7 thanh toán trước ngày 7/8, chúng
August you will leave us no tôi không còn cách nào khác là để
choice but to put the matter into luật sư chúng tôi giải quyết vấn
the hand of our solicitor. đề này.

7. It was in consideration of the 7. Khi xem xét tình hình kinh tế

present economic climate that we hiện nay, chúng tôi đã cho quý
allowed you a two-month period ngài thời hạn 2 tháng để thanh
to settle, and while we would like toán, và mặc dù chúng tôi muốn
to offer you more time to clear the cho quý ngài thêm thời gian để
balance, our own financial thanh toán khoản nợ còn lại
position makes this impossible. nhưng tình hình tài chính của
Therefore we must ask you to chúng tôi không cho phép. Vì thế
settle the account within the next chúng tôi yêu cầu quý ngài thanh
fortnight. toán nợ trong vòng 2 tuần tới.

8. When we arranged payment 8. Khi thu xếp điều khoản thành

terms we offered you payment toán, chúng tôi đã cho phép quý
against monthly statements, yet it ngài thanh toán hàng tháng,
has been three months since you nhưng đã 3 tháng trôi qua kể từ
promised the account would be khi quý ngài hứa thanh toán số
cleared. nợ.

9. As we have traded for some 9. Bởi vì chúng ta từng kinh

time, we have not pressed for doanh với nhau nên chúng tôi đã
payment. However, we must now không hối thúc quý ngài thanh
insist that either you settle the toán. Tuy nhiên, bây giờ chúng
account or offer a reasonable tôi yêu cầu hoặc quý ngài thanh
explanation for not doing so. toán số nợ hoặc giải thích hợp lý
lý do tại sao không thanh toán.

10. The failure either to clear your 10. Thật đáng thất vọng vì quý
account or even to offer an ngài không thanh toán nợ hay

58
explanation is all disappointing thậm chí không đưa ra lời giải
because of our past satisfactory thích nào, bởi vì chúng ta đã từng
dealings over many years. kinh doanh với nhau rất tốt đẹp
hơn nhiều năm qua.

B. Vietnamese – English Translation

1. Chúng tôi muốn nhắc quý ngài 1. We would like to remind you
rằng chúng tôi đã chào bán cho that we offered you low prices on
quý ngài giá thấp trên cơ sở thanh the understanding that an early
toán tiền sớm. settlement.

2. Chúng tôi rất mong quý ngài We would not like you to think
đừng nghĩ rằng việc chúng tôi that our failure to settle the
không thanh toán nợ đúng hạn là account on time was in anyway
cố ý. intentional.

3. Chúng tôi rất thông cảm với 3. We sympathize with the

vấn đề quý ngài gặp phải trong problem you have had in clearing
việc thanh toán số nợ còn lại và the balance and are willing to
tôi sẵn sàng gia hạn nợ thêm 6 extend the credit for another 6
tuần nữa. weeks.

4. Từ khi chúng tôi viết thư cho 4. Since we wrote to you on...
quý ngài ngày... về khoản nợ còn about the outstanding balance of...
lại chưa được thanh toán trị giá ..., we have not received a reply. In
chúng tôi vẫn chưa nhận được thư view of your past custom, we
trả lời. Xét thấy quý ngài đã ủng have not previously pressed for a
hộ chúng tôi trong thời gian qua, settlement.
nên trước đây, chúng tôi đã không
hối thúc quý ngài thanh toán.

5.Cảm ơn quý ngài đã viết thư và Thank you for writing and letting
giải thích cho chúng tôi biết tại us know why the May account is
sao số nợ trong tháng 5 vẫn chưa still outstanding. Unfortunately,
được thanh toán. Tuy nhiên, we cannot extend the credit any

59
chúng tôi không thể gia hạn nợ longer as we allowed
thêm nữa vì chúng tôi cho hưởng considerable discounts in return
mức chiết khấu cao đổi lại việc for a prompt payment.
thanh toán đúng hạn.

6. Chúng tôi sẽ cho quý ngài thêm 6. We are giving you a further
7 ngày nữa để gửi tiền cho chúng seven days to send your
tôi, sau thời gian này vấn đề sẽ remittance after which the matter
được luật sư chúng tôi giải quyết. will be dealt with by our
solicitors.

7. Chúng tôi cảm thấy đã đủ kiên We feel we have shown

nhẫn và đã xem xét rất kỹ lưỡng. reasonable patience and every
Tuy nhiên, bây giờ chúng tôi rất consideration. However, we must
tiếc phải thực hiện các biện pháp now regretfully take steps to
để thu hồi nợ theo luật. recover payment at law.

8. Xét thấy quý ngài đã ủng hộ In view of your previous custom

chúng tôi trong thời gian qua, with us we are quite willing to
chúng tôi sẵn sàng cho phép quý allow you to clear half the
ngài thanh toán một nửa số nợ balance by sending us a sight
bằng cách gửi chúng tôi hối phiếu draft and clear the outstanding
trả ngay và thanh toán phần còn amount by accepting the enclosed
lại bằng cách chấp nhận hối phiếu draft drawn at 30 days.
đính kèm ký phát thời hạn 30
ngày.

9. Bởi vì chính sách của chúng tôi 9. As our policy is to work on

là kinh doanh dựa trên lợi nhuận small profit margins, we regret
thấp nên chúng tôi tiếc là chúng that we cannot offer you long-
tôi không thể cho quý ngài hưởng term credit facilities.
điều kiện tín dụng dài hạn được.

10. Chúng tôi rất ngạc nhiên và 10. We are surprised and
thất vọng vì không nhận được thư disappointed not to have received
trả lời của quý ngài cho 2 lá thư your reply to our two letters
của chúng tôi ngày...nhắc quý of...reminding you of the

60
ngài về khoản nợ còn lại trị giá... outstanding balance of ...

III. Letter-writing

A.

Công ty anh/chị đã nhận được lô hàng từ công ty Glaston Potteries cùng với hóa đơn đề
ngày... Tuy nhiên, công ty không thể thanh toán như thời hạn ghi trong hóa đơn. Anh/ chị
hay viết thư gửi ông John Merton, giám đốc kinh doanh của Glaston để xin lỗi và yêu cầu
cho thêm thời gian để thanh toán với những gợi ý sau:

- Kho hàng bị lụt, nhiều hàng hóa bị hư hỏng

- Chúng ta chỉ có thể thanh toán khi công ty bảo hiểm bồi thường cho chúng ta trong vòng 4
tuần tới.

- Cam kết chúng ta sẽ thanh toán đầy đủ khi nhận được bồi thường và mong đối tác thông
cảm.

Anh/ chị có thể thêm bớt bất kỳ thông tin nào để thư được hoàn thiện.

Bắt đầu thư bằng “Dear Mr.”

B.

Your company has received a letter dated 28 April from UK Cycles Ltd concerning your
outstanding account for $2,700.00 for three months, in which they asked you to pay within
the next ten days. Write a reply to this letter, using the following prompts:

- Thank them for their letter (please quote dates)

- Explain about the fire at Head Office. Say that it destroyed a lot of computer data which
has disrupted all correspondence with suppliers and customers, and we need time to get
back to our normal routine.

- Request a further 30 days to settle as politely as possible.

- Say your insurer will release compensation with the coming month, so we can pay the
outstanding account in full.

- Start with “Dear Mr.”

61
62
CHAPTER 7: COMPLAINTS AND CLAIMS

PART I. Sample letters

Sample letter 1. Complaint of wrong goods

a. Complaint

Dear Sirs

Our order No TL 2643

We acknowledge receipt of full documents and the consignment under

the above-mentioned order on arrival of SS. White Queen at Saigon
port on 5th December 20—

On first account everything appeared to be correct and in good

condition except case No 13. When we have this case opened, it has
been found that 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 are in urgent need of the articles we ordered to complete our

sales to our own customers, we must ask you to arrange the dispatch
of replacements as soon as possible.

We enclose the Survey Report issued by local Vinacontrol and the list
of contents of case No 13, and shall be glad if you will check this with
our order and your copy of the invoice.

In the mean time, 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 Mr.

63
 Our order No TL 2643

We thank you for your letter dated 6th August. We were glad to learn
that the consignment was delivered promptly, but it was to be
regretted that case No. 13 did not contain the goods you ordered.

On going into the matter, we find that a mistake was indeed made in
packing through a confusion of numbers, and we have arranged for the
right goods to be dispatched to you without delay.

We shall be much obliged if you will keep case No 13 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 sincerely

Comprehension questions:

1. What is the name of the ship ? 1. White Queen

2. What does the SS. stand for ? 2. Steam Ship

4. What happened to the 4. it contained different articles

consignment ?

4. What is the buyer doing to deal 4. the Buyer is are holding the
with the problem ? above-mentioned case at seller’
disposal.

5. Which documents are enclosed 5. Survey Report and the list of

with the letter? contents of case No 13

64
Sample letter 2. Complaint concerning quality

a. Complaint

Dear Sir/ Madam

We have recently received several complaints from customers about

your fountain pens. The pens are clearly not giving satisfaction, and in
some cases we have had to refund the purchase price.

The pens complained about are part of the batch of 500 supplied
against our order number 8562 dated 28 March. This order was placed
on the basis of a sample pen left by your representative. We have
ourselves compared the performance of this sample with that of a
number of the pens from this batch, and there is little doubt that many
of them are faulty- some of them leak and others blot when writing.

The complaints we have received relate only to pens from the batch
mentioned above. Pens supplied before these have always been
satisfactory.

We, therefore, wish you to accept return of the unsold balance,

amounting to 377 pens, and replace them with pens of the quality our
earlier dealings with you have led us to expect. Please let us know
what arrangements you wish us to make for their return.

Yours faithfully

b. Reply (accepting complaint)

Dear Mr.

Thank you for your letter dated 10 May pointing out faults in the pens
supplied to your order number 8562. This has caused us a good deal of
concern and we are glad that you brought this matter to our notice.

65
We have now tested a number of pens from the production batch you
mention, and agree that they are not perfect. The defects have been
traced to a fault in one of the machines, which has now been rectified.

Please arrange to return to us your unsold balance of 377 pens,

carriage forward. We have already arranged for 400 pens to be sent to
replace this unsold balance. The extra 23 pens are sent without charge,
and will enable you to provide free replacement of any further pens
about which you may receive complaints.

We apologize for the inconvenience this has caused you.

Yours sincerely

Comprehension questions:

1. What happened to the consignment 1. Poor performance of the

? pens

2. Find the word or phrase in the letter 2. Purchuse price

which means “ buying price” ?

3. Find the word or phrase in the letter 3. Replacement

which means “ substitute” ?

4. Find the word or phrase in the letter 4. Batch.

which means “ consignment” ?

5. What is the suggested solution? 5. Return of the unsold

balance, amounting to 377
pens, and replace them with
pens of the quality of the
earlier dealings

Sample letter 3. Complaint of inferior quality

a. Complaint

66
Dear Sirs

We are very sorry to have to inform 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 this
material, also one from cloth of an early 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 materials
you sent us and we are all the more disappointed in this case because
we supplied the cloth to new customers. As we shall have to take it
back we must ask you to let us know, without delay, what you can do
to help us in getting over this difficulty.

Yours faithfully

b. Reply

Dear Mr.

We have received your letter of 14 October and thank you for sending
us the two samples of cloth for examination. We have passed these
onto the factory for comment and we quote the following from their
reply.

It was found that some short-staple yarn had, by accident, been woven
into the material, and this cloth was put on one side for disposal in a
suitable market. Evidently through an oversight some of the cloth was
packed in your consignment. The factory manager was very grateful
for the samples, as it is possible other buyers may have received these
imperfect goods, and enquiries are being made accordingly.

67
We told the manufacturers 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 very great regret, and we
have arranged with them for the immediate despatch. Furthermore,
they guarantee 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 apologize sincerely for the trouble caused to you, and will take all
possible steps to ensure that such a mistake is not made again.

Yours sincerely

Comprehension questions:

1. What happened to the 1. Inferior quality .

consignment ?

2. What did the seller do deal with 2. Passed these onto the factory
the problem for comment

3. Does the seller accept the claim? 3.Yes

4. What is the suggested solution 4. Dispose of the inferior cloth

concerning the inferior cloth ? at the best price obtainable and
send a credit note for the
difference

5. What does the seller promise? 5. Ensure that such a mistake is

not made again.

Sample letter 4. Complaint concerning damaged goods

a. Complaint
68
Dear Sir or Madam

Our order No R569

We ordered 350 compact discs on 3 January and they were delivered

yesterday. Unfortunately, we regret that 80 of them were badly
scratched.

The package containing these goods appears to be in perfect condition

and we accepted and signed for it without question. It was on
unpacking the compact discs when the damage was discovered, and
we can only assume that this was due to careless handling at some
stage prior to packing.

We are enclosing a list of the damaged goods and shall be glad if you
will replace them. They have been kept aside in case you need them to
support a claim on your suppliers for compensation.

We look forward to having your early reply.

Yours faithfully

b. Reply

Dear Ms.

YOUR ORDER No R569

We were sorry to learn from your letter of 10 January that some of the
compact discs supplied to the above order were damaged when they
reached you.

69
Replacements for the damaged goods have been sent by parcel post
this morning. It will not be necessary for you to return the damaged
goods, and they may be destroyed.

Despite the care we take in packing goods sent by carrier, there have
recently been several reports of damage. To avoid further
inconvenience and annoyance to customers, as well as expense for
ourselves, we are now seeking the advice of a packaging consultant in
the hope of improving our methods of handling.

We regret the need for you to write to us and hope the steps we are
taking will ensure the safe arrival of all your orders in future.

Yours sincerely

Comprehension questions:

1. What happened to the 1.Some of the compact discs

consignment ? supplied were badly scratched.

2. What is the goods included in 2. Order No R569

3. How have the replacements for 3. by parcel post

the damaged goods been sent to the
buyer ?

4. What should the seller do to 4. now seeking the advice of a

avoid avoid further inconvenience packaging consultant
and annoyance to customers ?

5. What does the seller promise ? 5. ensure the safe arrival of all

70
 your orders in future.

Sample letter 5. Complaints concerning shortage of goods

a. Complaint

Dear Sir or Madam

Your consignment under our order No 123 carried by SS 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 CD48-CD 77 contained
30 tins each, thus making a shortage of 540 tins.

Please examine the matter and arrange the shipment of 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 Mrs.

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

71
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 Insurer,

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 sincerely

Comprehension questions:

1. What happened to the 1. Missing goods

consignment ?

2. What is the goods included in 2. Order No 123

3. Is the packing list enclosed with 3. Yes

the letter ?

4. What is the suggested solution ? 4. Address the claim to the

Insurer

5. What does the seller hope ? 5. No difficulty in obtaining full

indemnity , satisfaction from
the buyer..

PART II. Vocabulary

Bill of Lading Vận đơn

Dispatch the replacements Gởi hàng thay thế

Survey Report Biên bản giám định

72
Contents of the case Hàng trong thùng

Commercial invoice Hóa đơn thương mại

Disposal Sự định đoạt, quyết định

Return of the unsold goods Trả lại phần hàng chưa bán

Batch Lô hàng

To quote Báo giá

Inferior cloth Vải kém chất lượng

Credit note Phiếu báo có

Debit note Phiếu báo nợ

Damaged goods Hàng bị thiệt hại

Missing goods Hàng bị thất lạc

Compensation Sự bồi thường

Quotation Bảng báo giá

Order Đơn đặt hàng

PART III. Business expressions

1. We shall be very glad if you 1. Chúng tôi sẽ lấy làm vui mừng
will send us replacements for the nếu quý ngài gửi hàng thay thế
broken articles, as we need these cho chúng tôi cho số hàng bị vỡ
to complete our sales to our vì chúng tôi cần số hàng này để
customers. hoàn tất việc bán hàng cho khách
hàng của chúng tôi.

2. We would like to have your 2. Chúng tôi đề nghị quý ngài lưu
attention to the remaining ý tới những chuyến hàng còn lại.
shipments.

3. We greatly regret the mistake in 3. Chúng tôi rất tiếc là do sai sót
the number, which resulted in trong số liệu đã dẫn đến việc quý
73
your receiving the wrong articles ngài nhận sai số hàng

4. Please accept our many 4. Xin hãy cho chúng tôi xin lỗi
apologies for the trouble caused to về những phiền hà gây ra cho
you by the error. quý ngài do lỗi này gây lên.

5. We are writing to complain 5. Chúng tôi viết bức thư này để

about the shipment of the tractors khiếu nại các ngài về chuyến
under the order number HG12, hàng xe máy kéo theo đơn đặt
which have not received it. hàng số HG12, mà chúng tôi
chưa nhận được

6. We, therefore, must ask you to 6. Do vậy, chúng tôi buộc phải
do everything possible to hasten yêu cầu các ngài tiến hành mọi
the dispatch. biện pháp để khẩn trương giao
hàng ngay.

7.We are extremely sorry about 7. Chúng tôi lấy làm tiếc về sự
this delay but you will realize that chậm trễ này nhưng quý ngài sẽ
it was due to circumstances nhận thấy rằng đây là do những
beyond our control. tình huống nằm ngoài khả năng
của chúng tôi

8. We regret that we have to 8. Chúng tôi lấy làm tiếc rằng

complain about the way in which chúng tôi phải phàn nàn về cách
the consignment has been packed. đóng gói chuyến hàng này.

9. The goods we received are very 9. Số hàng mà chúng tôi nhận

much inferior in quality to your được có chất lượng kém hơn
sample. nhiều so với mẫu của quý ngài.

10. We have today taken delivery 10. Ngày hôm nay chúng tôi đã
of the consignment sent against nhận đựợc chuyến hàng gửi theo
B/L No…, dated… vận đơn số…, đề ngày…

PART IV. Exercises

74
I. Fill in the blanks with the appropriate words or phrases

1. Complaint of frequent late deliveries

Dear Sir/Madam

We ordered 6 filing (1) ......................... from you on 2 July on the

understanding that they would be (2).................... within one week.
However, these were not received until this morning.

Unfortunately, there have been similar (3) ....................... on several

previous occasions, and their (4) .................................. frequency in
recent months compels us to say that business between us cannot
continue in conditions such as ................................. (5) .

We have felt it necessary to make our(6)............................ known

since we cannot give reliable (7).......................... dates to our
customers unless we can count on (8) .............................. given by our
suppliers.

We hope you will understand our (9) ............................. in this matter,

and trust that from now on we can rely on (10) ....................................
delivery of our orders

Yours sincerely

KEY:

1. cabinets 6. feelings

2. delivered 7. delivery

3. delays 8. undertakings

4. increasing 9. position

5. these 10. punctual

2. Reply

75
Dear Mr.

Your letter of 18 July (1)............................. delays in delivery came as

a surprise, as the absence of any (2).......................... complaints led us
to believe that goods supplied to your orders were
(3)................................you promptly.

It is our usual practice to (4)......................................... . goods well in

advance of the promised (5)..................................... dates, and the
filing cabinets to which you refer (6) ..................................... here on
5 July. We are very concerned that our efforts to give punctual
delivery should be (7).................................... by delays in transit. It is
very possible that other customers are also (8) ................................ ,
and we are taking up this whole question with our carriers.

We thank you for drawing our attention to a situation of

(9).......................................... we had been quite unaware until you
wrote to us. Please accept our apologies for the
(10)..................................... you have been caused.

Yours sincerely

KEY:

1. regarding 6. left

2. earlier 7. Frustrated

3. reaching 8. affected

4. deliver 9. which

5. delivery 10. inconvenience

76
3. Complaint of non-delivery

Dear Mr.

Order No. VC 58391

We are writing to you with (1) ................................. to the above

order and our letter of 22 May in which we asked you when we could
(2)........................................ delivery of the 60 dynamos (Artex model
55) you were to have supplied on 3 June for an
(3)..................................... order.

We have tried to contact you by phone, but could not get anyone in
your factory (4) ..................................... knew anything about this
matter.

It is essential that we deliver this (5) ..................................... to our

Greek customers on time as this was an initial (6)
......................................... from them and would give us an opening in
the Greek market.

Our deadline is 28 June, and the lorries have been completed (7)
.......................................... for the dynamos that need to be fitted

Unless we receive the components within the next five days, the order
will be (8) ..................................... and placed elsewhere. We should
warn you that we are holding you to your delivery (9)
................................. and if any loss results because of this late
delivery we will be taking (10)....................................... action.

Yours sincerely

77
KEY:

1. reference 6. order

2. expect 7. consignment

3. export 8. except

4. who 9. contract

5. cancelled 10. legal

78
4. Reply

Dear Mr.

Thank you for your letter of 20 June concerning your

(1)................................... (No. VC 58391) which should have been
supplied to you on 3 June.

First let me (2) ………………………. for your order not being

delivered on the due date and for the problems you have (3)
……………………………… in getting in touch with us about it. But
as you may have read in your newspapers we have experienced an
industrial (4) ………………………. which has involved both
administrative staff and employees on the shop floor, and as a (5)
…………………………… , 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 of orders to (6)
………………………….. up on, but we are using associates of ours
to help us fulfil 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 (7) ………………………… , that your contract

with us did have a standard clause stating that delivery dates would be
met unless (8) ……………………………. 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 (9)
………………………………… with your Greek customers. But we

79
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 us to (10)

…………………………… 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

KEY:

1. Order 6. catch

2. apologize 7. respect

3. experienced 8. unforeseen

4. dispute 9. commitments

5. consequence 10. complete

5. Reply

Dear Mr

Thank you for informing us about the (1) ...................................... to our consignment (Inv.
No. 18871).

From our previous (2) ........................................ you will realize that this sort of problem is
quite (3) .................................... . Nevertheless, we are sorry about the (4)
.................................................... it has caused you.

80
Please would you return the (5)............................................... consignment to us, postage
and packing (6)..................................... , and we will ask the shipping company to come and
inspect the damage so that they can arrange (7) ................................. . It is unlikely that our
insurance company needs to be (8) .............................................. with this case.

If you wish us to send you another (9) ........................................ as per your order No.
14478, please let us know. We have the garments in (10) ............................................ and it
would be no trouble to send them within the next fortnight.

Yours sincerely

KEY:

1. damage 6. forward

2. transactions 7. compensation

3. unusual 8. troubled

4. inconvenience 9. shipment

5. whole 10. stock

II. Matching

A. Match the word in column A with the definition in column B

A B

1. it's not our fault a. we are sending the consignment

to you carriage forward

2. you should make it right b. we are not responsible for the

error

3. we want our money back c. we would like to complain about

4. you have to pay when the d. we will have to take legal action

81
goods are returned to you

5. we will sue you e. you seem to have made an error

6. you made a mistake f. the products are not

satisfactory

7. we won't buy anything from g. we will not re-order

you again

8. the goods are rubbish h. you have not followed our

instructions

9. we're complaining about ... i. please correct the error

10. why don't you pay j. we would like a refund

attention?

KEY:

1. d 6. e

2. i 7.g

3. J 8. f

4. a 9.c

5. d 10. h

III. Which words in each pair, if any, are not spelled correctly?

1. 1. b

a. faithfully

b. faithfuly

2. 2. b

a. address

b. adress.

3. 3. b

a. bussiness

82
b. business

4. 4.b

a. clerk

b. clark

5. 5. a ,b

a. check

b. cheque

6. 6. a,b

a. catalog

b. catalogue

IV. Rewrite the following sentences so that they have a similar meaning to the one
above, but are more suitable for formal business correspondence.

1. If we had known they were going 1. Had we known they were

out of business, we would not have going out of business, we
given them credit. would not have given them

Had we ……………………… credit.

2. We wrote to you on 5 January: 2. In our letter of 5 January:

Our letter complained about poor we complained about poor
workmanship. workmanship.

In our letter ……………………….

3. 'Please contact our accounts 3. The secretary told me to

department,' the secretary said. contact our accounts

The secretary told me ……………. department.

…………………………………

4. We want the consignment 4. Could you return the

returned before we give you a consignment returned before
refund. we give you a refund.

83
Could ……………………………..

5. You have made an error on your 5. An error has been made on

September statement. your September statement

An error …………………………..

6. We will deal with the problem as 6. The problem will be dealt

soon as we have the details. with as soon as we have the

The problem details.

........................................................

7. The credit is too large for us to 7. The credit is so large that

allow. we cannot allow it.

The credit is so
…………………………………….

8. They offered to exchange the 8. Not only did They offer to

goods and give us a discount. exchange the goods, but they

Not only also give us a discount

……..……………………………..

9. Fill out the details on the credit 9. After you have filled out
application form and return it to us. the details on the credit

After you application form and return it

…………………………………….. to us.

V. Translation

A. English-Vietnamese Translation

1. We have received the 1. Chúng tôi đã nhận được

documents and taken delivery of những chứng từ và số hàng theo
the goods under the order No.123, đơn hàng số 123, đến cảng
which arrived at Saigon port on Sàigòn trên tàu White Queen
the SS White Queen yesterday. ngày hôm qua.

2. When we have this case opened, 2. Khi chúng tôi cho mở thùng

84
we found that it contained quite hàng này, chúng tôi phát hiện
different articles. thấy rằng nó chứa hoàn toàn
những mặt hàng khác.

3. After careful examination, it has 3. Sau khi xem xét/ kiểm tra
been found that against 100 drums kỹ lưỡng, chúng tôi thấy rằng
ordered and invoiced the so với 100 thùng phi đặt mua
consignment contains only 98 và ghi trên hóa đơn, chuyến
drums. hàng này chỉ gồm có 98
thùng.

4. On checking the goods received 4. Khi kiểm tra hàng nhận được
we find that some items on your chúng tôi thấy không có một số
invoice have not been included. mặt hàng ghi trên hóa đơn của
quý ngài.

5. I am enclosing the survey report 5. Tôi xin gửi kèm biên bản
issued by Vinacontrol to the effect giám định do Vinacontrol cấp để
that the damage was noticed when chứng thực rằng thiệt hại được
they were discharged at the port. phát hiện khi hàng được dỡ tại
cảng.

6. In the mean time, we are 6. Đồng thời, chúng tôi xin giữ
holding the above- mentioned case lại số hàng nói trên tùy quý ngài
at your disposal, please let us định đoạt, xin hãy cho chúng tôi
know what you wish us to do with biết quý ngài muốn chúng tôi xử
it. lý thế nào đối với số hàng đó.

7. We hope that this will not occur 7. Chúng tôi hy vọng rằng điều
in the future and that our next này sẽ không xảy ra trong tương
orders will be dispatched strictly lai và các đơn hàng sau này của
according to our wishes. chúng tôi sẽ được gửi theo đúng
yêu cầu của chúng tôi.

8. It was with our regret that the 8. Chúng tôi rất tiếc rằng thùng
case No 24 under the above hàng số 24 theo đơn hàng nói
mentioned order shipped on the trên được chuyên chở trên con
M.S White Queen was reported tàu W.Queen được báo là bị hư
85
damage. hại.

9. We have passed your complaint 9. Chúng tôi đã cho chuyển thư

to the firm of packers that handled khiếu nại của quý ngài đến công
this consignment and have asked ty đã đóng gói chuyến hàng này
them to strengthen the material. và đã yêu cầu họ chọn nguyên
liệu tốt hơn.

10. We shall be very much obliged 10. Chúng tôi sẽ lấy làm biết ơn
if you will keep case No…. and its nếu quý ngài giữ lại thùng hàng
contents until called for by our số… và số hàng bên trong chờ
forwarding agents. khi đại lý giao nhận của chúng
tôi tới.

B. Vietnamese-English Translation

1. Để tỏ thiện chí, chúng tôi xin 1. We would offer you as a

bồi thường 1000 đola để giải token of goodwill the sum of US
quyết dứt điểm khiếu nại của $ 1000 in full settlement of your
quý ngài. claim.

2. Bộ phận đóng gói không đồng
ý rằng loại vải sử dụng kém chất
lượng. Họ cho rằng chắc chắn
các thùng hàng đã bị bốc dỡ cẩu
thả.
2. The packers do not agree that
there is any defect in the
material used. They maintain
that the cases must have been
subject to very hard handling.

3. Một lần nữa, chúng tôi thành 3. Once again, we apologize

thực xin lỗi về những phiền hà
đã gây ra cho quý ngài và sẽ
thực hiện mọi biện pháp để đảm
bảo rằng sơ xuất kiểu này sẽ
không tái diễn.
sincerely for the trouble caused
to you, and will take all possible
steps to ensure that such mistake
will not be made again.

4. Bức thư này là để thông báo 4. This letter is to inform you

với các ngài rằng chúng tôi that we have not heard from you
không nhận được tin gì của các about the consignment under the

86
ngài về chuyến hàng theo đơn
đặt hàng nói trên, lẽ ra chuyến
hàng này phải đến chỗ chúng tôi
cách đây một tuần rồi.
5. Khi chúng tôi đặt đơn hàng
này với các ngài, chúng tôi nhấn
mạnh rằng việc giao hàng ngay
là rất quan trọng
6. Điều cực kỳ cần thiết là hàng
phải giao đúng thời gian; nếu
không chúng tôi không thể thực
hiện được việc bán hàng của
mình.
7. Chúng tôi lấy làm tiếc rằng
nếu chúng tôi không nhận được
tin của quí ngài trong thư về,
chúng tôi sẽ buộc phải hủy bỏ
đơn hàng này.
8. Chúng tôi tin rằng các ngài sẽ
không để để đến mức chúng tôi
phải kiện quí ngài.
9. Bên nhà máy đã thông báo
cho chúng tôi rằng do nhu cầu
trong nước tăng ngoài mức dự
tính, họ đã không thể thực hiện
được các đơn hàng và chậm giao
đối với một số chuyến hàng.
10. Chúng tôi sẽ làm tất cả
những gì có thể được để ngăn
chặn tình trạng này tái diễn và
sẽ gửi các đơn hàng sau này của
quý ngài theo đúng yêu cầu của
above- mentioned order, which
should have reached us one
week ago.
5. When we placed this order
with you, we stressed that
prompt delivery was most
essential
6. it is absolutely essential that
the delivery should be punctual;
otherwise we cannot carry out
our sales.
7. We regret that unless we hear
from you by return we shall be
obliged to cancel the order.
8. We trust you will not make it
necessary for us to take legal
action
9. The factory have advised us
that owing to an unexpected
domestic demand, they have
been unable to cope with orders
and are behind with some
deliveries.
10. We shall take all the
measures possible to prevent
this occurring again and
dispatch your future orders in
accordance with your wishes.
87
 quý ngài.

VI. Letter-writing

1. Gap-filling

Use the a , or the, or leave the spaces blank in this letter of complaint

Dear Mr Toda,

AWB 4156/82

We are writing to point out that (l)......................-above delivery, which arrived

yesterday, was (2)...................... week late. This is (3) ...................... second time we
have had to write to you on this subject, and we cannot allow (4)...................... situation to
continue.

We have already explained that it is essential for (5)...................... medical equipment

to arrive on (6)...................... due date as (7)...................... late delivery could create (8)
)...................... very serious problem.

Unless we have (9) ...................... absolute assurance that you can guarantee
(10)...................... prornptness of all future deliveries, we will have to look for another
supplier. We will want your confinnation before we place our next order.

Yours sincerely

Carlo Lotti

Head of Administration

2. Write the letter from Mr Hirio Toda, the Sales Manager of the above company to Mr
Lotti, politely explaining that the orders were sent to your factory address) not your
administrative address, as above, and explain what that means in terms of delay. However,
sympathize with Mr Lotti and suggest a solution to the problem.

Suggested answer:
88
1. the 6 the

2. a 7. -------

3. the 8. a

4. the 9. a

5. ----- 10. the.

89