Official or business letters –Imagine that you want to purchase a product.

- You would probably go to a shop and enquire about it (enquiry letter)

- Once sure, you would purchase the product or order it in advance, and the shopkeeper would
give you a bill or invoice (order letter)
- You may complain if the product is not up to the mark (complaint letter) or cancel an order
placed in advance if you no longer require it or it has been too long since the order was placed.
To complain or cancel, most shopkeepers would ask you to carry the bill along (cancellation
letter).

Para 1 – where did you hear about the company, who you are and why are you writing
Para 2 – what would you like to order or what were the details of the order already placed
Para 3 – closing statement, discount request and enclosure if any.

7A 19, Dwarka
New Delhi – 17

The Manager
ABC Travels and Tours
Janpath, Connaught Place
New Delhi - 110001

May 22, 2017

Subject: To enquire about summer-vacation family packages

Dear Madam

This is with reference to your advertisement in the April issue of ‘Travel Magazine,’ about 25% discount on
summer-vacation packages. I would like to enquire about the following packages:

● Health and Rejuvenation (10 days at a spa retreat)

● Northern Trek (6 days trek across the Himalayas)
● Hilly Retreat (3 days in Kullu Manali)
● Southern Spice (5 days in Koorg)

Kindly include the following information about each of the above packages:
● Itinerary and overall cost
● Types of accommodation
● Sight-seeing and other expenses
● Local cuisine and weather expected in June

I look forward to receiving the above details at the earliest since we wish to travel in the first week of July.

Yours faithfully
Sonita Verma

Letter of order
ABC Pvt. School
Panaji, Goa

May 3, 2017

The Manager
Readers Joy Shop
Daryaganj
New Delhi – 01

Subject: To place an order for books

Sir

With reference to your advertisement and catalogue in The Hindu, dated May 1, 2014, I would like to place
an order for some books for our school’s Book Week.

The details of the order are as follows:

S. No. Name Author Publication Quantity May be
1. Silas Marner George Eliot OUP 10 drawn
2. The Last Lecture Randy Pausch Penguin 10 as a
3. The Canterville Ghost Oscar Wilde Pigeon 20 box for
4. The Invisible Man H. G. Wells OUP 20 effective
presentation
Kindly find enclosed cheque number 00231 for Rs. 6300/- drawn on HDFC Bank dated May 3, 2017. As per
your advertisement, we have deducted the 30% discount offered on bulk orders. We would like the books to
be delivered latest by May 30, 2017.

Yours faithfully
Abhay Awasthy
(Senior Teacher)

Encl: One cheque for Rs. 6300/-

Points to note for enquiry and order letters:

a) Be brief and mention where you heard about the company.
b) Enquire about and order at least four items and mention four details about them.
c) In the letter, mention the discount – either ask for it or deduct it from the cheque enclosed.
d) Enclose the cheque in an order letter or mention that the payment will be made on delivery.
e) Know the names and details of at least four books.
Cancelling the order

Sunshine Pvt. School

Panaji
Goa

May 10, 2017

The Manager
Readers Joy Shop
Daryaganj
New Delhi - 01

Subject: To cancel an order for books – invoice number A2341 issued May 10, 2017

Sir
This is to cancel the order for rare music collections placed by our school via a letter dated May 1, 2017
against invoice number A2341 dated May 10, 2017. We needed them for the Book Week at our school;
however, these items were not delivered on time. Therefore, we must cancel the order which was as
follows.

S. No. Name Author Publication Quantity

1. Silas Marner George Eliot OUP 10
2. The Last Lecture Randy Pausch Penguin 10
3. The Canterville Ghost Oscar Wilde Pigeon 20
4. The Invisible Man H. G. Wells OUP 20

A copy of the invoice is attached for your convenience. We were disappointed by the delay in fulfilling our
order. We have ordered music records from your shop many times and this is the first time it has been
delayed. We expect punctuality from here on forward.

Kindly return the cheque enclosed with the previous letter or refund the amount if the cheque has already
been deposited.

Yours faithfully
Abhay Lal
(Senior Teacher)

Encl: Copy of the invoice

Points to note –
a) Give a specific reason for cancellation.
b) Repeat the details of the order.
c) Enclose a copy of the invoice.
d) Close with a firm expression of disappointment, however, be polite.
e) Know the names, authors and any other relevant details of at least four books.
 Letter of complaint

Sunshine Pvt. School

Panaji
Goa

May 10, 2017

The Manager
Readers Joy Shop
Daryaganj
New Delhi - 1100037

Subject: To complain against an order for books – invoice number A2341 dated May 10, 2017

Dear Madam

This is with reference to the order for four rare music collections placed via the letter from our school dated
May 1, 2017, against invoice number A2341 dated May 10, 2017. The order was as follows:

S. No. Name Author Publication Quantity

1. Silas Marner George Eliot OUP 10
2. The Last Lecture Randy Pausch Penguin 10
3. The Canterville Ghost Oscar Wilde Pigeon 20
4. The Invisible Man H. G. Wells OUP 20

The order was delivered on time; however, the books seemed second hand and quite a few had pages
missing. We were quite disappointed to note that a reputed establishment like yours would not fulfil basic
expectations. It would be in our mutual interest, if you replace these books at the earliest or provide full
reimbursement for the payment made.

Yours sincerely
Anita Mohanlal
(Senior Teacher)

Encl: Copy of the invoice

Points to remember –
a) You may skip the details of the order in complaint and cancellation letter provided that the invoice
number has been mentioned. However, the repetition is recommended.
b) Highlight key words and politely but firmly, ask for reimbursement or replacement
c) If you must place a threat, be careful with the word choice. It is better to say, ‘we would be forced to
take the matter to the consumer court’ than to say, ‘if you do not replace the books or reimburse us,
we will take you to consumer court’.