Last updated 07th November 2017

KINDS OF BUSINESS LETTER

1. Inquiry Letter 6. Execution of Order 11. Circular Letter

2. Offering / Sales Letter 7. Invoicing 12. Collection Letter

3. Reply to Inquiry 8. Complaints Letter 13. Business Document

4. Ordering Letter 9. Adjustments Letter 14. Minutes

5. Reference Letter 10. Remittance Letter 15. Markets Reports

by Yurilla Endah Muliatie, SS., SE., MM.

COMPLAINTS LETTER

Isi sebuah complaints letter yang dikirimkan pihak pembeli harus bernada
sopan, tidak mengandung perasaan marah, menguraikan dengan jelas dan
rinci mengapa salah, dan apa pula yang menyebabkan kekecewaannya
sehingga ia mengirimkan surat keluhan/ pengaduan dengan harapan pihak
supplier akan memperbaiki kekeliruannya.

by Yurilla Endah Muliatie, SS., SE., MM.

Types of complaints :

1. Complaint concerning non delivery/delay delivery

2. Complaint concerning quality
3. Complaint concerning price as not agreed
4. Complaint concerning error and bad packing
5. Complaint concerning damaged / wrong goods

by Yurilla Endah Muliatie, SS., SE., MM.

 Contoh
Complaint Letter

by Yurilla Endah Muliatie, SS., SE., MM.

by Yurilla Endah Muliatie, SS., SE., MM.
VOCABULARY PHRASES
11. You are charging
1. Without further delay 12. An increase 30%
2. On time 13. Out of all proportion
3. Extremely sorry 14. Allow us to return
4. Belated arrival 15. Full benefit
5. Inconvenience 16. Based on
6. It was due to reasons 17. Correct price
7. Entirely beyond our control 18. To face
8. Repeat order 19. Come to an end
9. Have gone up slightly 20. Printing cost
10. Considerable reduction 21. Cannot be avoided

by Yurilla Endah Muliatie, SS., SE., MM.

VOCABULARY PHRASES

22. Sudden rise 32. Do not hesitate

23. Has been carefully calculated 33. To assure you
24. Took place 34. We offer our sincere apologies
25. Frequent changes 35. For the inconvenience caused to you
26. Forwarding company 36. Some mistakes must have been made in the
27. Being crushed and stained packing or dispatch of the order
28. Was due to the improper packing 37. Completely at a loss to understand
29. Slight pressure 38. Thus settled to our mutual satisfaction
30. Carriage forward (the receiver pays) 39. On sale or return
31. Carriage paid (the sender pays)

by Yurilla Endah Muliatie, SS., SE., MM.

VOCABULARY PHRASES
40. Display 49. Promptness in delivering
41. To save the expense 50. Carrier
42. To have a look into 51. Whereas
43. Every stage 52. Our present needs
44. This mistake is entirely our own 53. Completely
45. To avoid giving you any future cause of complain 54. Cannot make use of
46. Will definitely be in your possession 55. In excess of order
47. To meet the anticipated demand for the books 56. To be held
48. The matters is thus settled to our mutual satisfaction

by Yurilla Endah Muliatie, SS., SE., MM.

 OPENING PHRASE
YANG LAZIM DIGUNAKAN UNTUK
MENYUSUN SURAT KELUHAN

by Yurilla Endah Muliatie, SS., SE., MM.

a. DELAY
1. We refer to our letter of 05th August 2015 that our order no. 0050815 of 15th
June 2015 should have been delivered /dispatched 3 weeks ago/last month.
2. The goods we ordered from you on 01st November 2016 our order no.
01112016 have not been received yet/should have reached us last month.
3. We regret having to let you know that we have not received the goods
ordered on 03rd May 2015.
4. We are writing to complain about our order no.030515 of 03rd May 2015 are
considerably long overdue.
5. As the articles were especially ordered for the Lebaran (Thanks giving day)
sales have to ask you to dispatch immediately/at once/ within 7 days. Unless
we must ask you to cancel our order.

by Yurilla Endah Muliatie, SS., SE., MM.

b. DAMAGE OR UNSATISFACTORY

1. We would like to complain about the goods we received two days ago our
order no.31.12.15 invoice no. 23:59:59 some of the goods have been
damaged in transport.
2. We are sorry to report that the goods arrived in a bad condition.
3. We are sorry to have to tell you that one of these cases of your
consignment was badly damage when delivered on 31st December 2015.
4. We are writing to inform you that several boxes dispatched was badly
damage when delivered.

by Yurilla Endah Muliatie, SS., SE., MM.

c. ERROR

1. To our surprise we found that the cases contained books instead of

magazines.
2. To our surprise when unpacking the parcel we found that the goods do
not match with the original pattern/samples.
3. On examination we were surprised to find that the color and the weight
are unsatisfactory.
4. On examination we found that the contents do not tally with your packing
advice/invoice.
5. We have received a number of complaints from several of our customers
concerning the raincoats supplied by you on 31st December 2016.

by Yurilla Endah Muliatie, SS., SE., MM.

d. CLOSING PHRASES

1. We will be glad if you would look into the matter at once and please
inform us the reason for the delay.
2. We look forward to hearing from you within the next few days.
3. We look forward to hearing that the goods will be sent straight away.
4. We feel there must be some explanation of the delay and we are
awaiting your reply immediately with interest.
5. We know this might have happened while the goods were being
transported, and if it so, we advise you to contact your forwarding
agents (shipper).

by Yurilla Endah Muliatie, SS., SE., MM.

e. ACTION TO BE

1. Would you please look into this as soon as possible.

2. It is very important that his fault (mistake, error) is corrected
immediately.
3. We would be glad to learn that you are prepared to make some
allowance for the inferior quality of the articles.
4. We regret that we shall have to return the whole (part) of the
consignment.
5. We must ask you to replace the damage goods/the wrong goods/the
wrong deliveries.
6. We have to cancel our order unless the goods dispatched within this
week.

by Yurilla Endah Muliatie, SS., SE., MM.

f. SUGGESTION
1. We know this might have happened while the goods were being transported, and
if this is so, we advise you to contact your forwarding agents (shippers).
2. We think the mistake could have been caused by mis-packing.
3. The present raincoat is usable, but because of its condition we cannot offer it for
sale at the normal price and suggest that you can make an allowance of 10%
discount on the invoiced cost.
4. If the articles have not been dispatched, I will be grateful if you could dispatch now
the enable work on the articles to be put in hand without further delay.
5. The materials are quite unsuited to the needs of our customers and we have no
choice but to ask you to take them back and replace them by the materials of the
quality ordered. If this is not possible then we are afraid we shall have to cancel
our order.

by Yurilla Endah Muliatie, SS., SE., MM.

 UNGKAPAN-UNGKAPAN
YANG LAZIM UNTUK MEMBALAS
SURAT KELUHAN

by Yurilla Endah Muliatie, SS., SE., MM.

a. Apologies

1. We (very) much regret the delay in delivery/dispatch of our order. The delay is due
to/causes beyond our control/to a strike/breakdown in factory/shortage of raw
material.
2. We are very sorry you have to write to us about the shipment of your order
no.311215
3. We regret very much the damage caused to the two cases.
4. We are very concerned to hear that your packing instruction were not carried out.
5. We are rather surprise that you are complaining of the quality (weight, colour, finish)
of our shoes.
6. We are really sorry to hear that our goods/articles etc. are not equal (up to
sample/pattern/standard.

by Yurilla Endah Muliatie, SS., SE., MM.

b. Explanation

1. We have started inquiries to discover the cause of the trouble and will inform
you as soon as we hear from them.
2. We very much regret the delayed delivery and the inconvenience it is causing
you. We have already taken this matter up with the forwarding agent at this
end and as soon as we have any information we will let you know.
3. From what you told us it seems possible that some mistake has been made in
our selection of the materials.
4. Immediately we received your letter we dispatched twenty four copies of the
correct titles y passenger train. They should reach you tomorrow afternoon.
5. We will be glad if you would keep/hold the goods at our disposal until further
notice.

by Yurilla Endah Muliatie, SS., SE., MM.

c. Adjustment

1. In the meantime, we have arranged for the dispatch of replacement, and we have
asked our packers to carry out the packing instruction carefully.
2. We admit these frequent changes of prices are most unfortunate but as the market
is at present, they cannot be avoided.
3. We shall, of course, bear all the expenses which this mistake has caused.
4. We are sending off today replacement of the rejected/missing/ damaged articles.
5. We wish to assure you that we shall do all we can do to prevent the recurrence of
such error.

by Yurilla Endah Muliatie, SS., SE., MM.

d. Closing Phrases

1. We assure you we are doing all we can to speed up delivery and offer our
apologies for the inconvenience the delay is causing you.
2. We hope you will be satisfied with the arrangement we have now made and
apologize for the inconvenience you have suffered.
3. We hope this will now settle the matter into your complete satisfaction.
4. We trust you will find the consignment in good condition when it reaches you.
5. We hope that this will meet your wishes and we apologize for the inconvenience
caused by this short shipment, which was to circumstances beyond our control.

by Yurilla Endah Muliatie, SS., SE., MM.

mnasenior 07112017

by Yurilla Endah Muliatie, SS., SE., MM.