ENQUIRY

REPLY
QUOTATION
Gap-Filling
Exercise 1 - Quotation for delivery vans
Dear Mr. Russell,
Thank you for your phone call of Thursday, March (1) enquiring about hiring our delivery vans.
My colleague, Ms. Angela Smith, who took the call, said you were mainly (2) interested in 5-ton
vehicles like the “Tobor”, so I am (3) enclosing/attaching our booklet “small truck hire”, giving you
details of our (4) charges. These also appear on our website at www.vanhire.co.uk.
You will (5) notice that the summer months of June, July, and August are the least expensive and that
we (6) offer/ give/allow a 20% discount on weekend hire, starting Saturday at 08.00 and ending
Sunday at 20.00.
Our main (7) offices in the UK are in London and Birmingham, but we also have (8) branches in
France, Germany, and Italy. If you are thinking of hiring abroad you will (9) find details on our website.
Please let me know if I can be of (10) further help.
Yours sincerely,
Michael Craddock

Exercise 2 - Quotation for potteries

Dear Ms. Croft
Thank you for your enquiry of 14 May (1) about our fitness equipment.
I can (2) confirm that only the highest-quality materials are used in all our equipment, and this is
reflected in our 5-year (3)guarantee.
Our prices are highly (4) competitive, due to small profit margins, so I (5)regret/apologize that we
cannot offer credit (6) terms. However, we do offer a 5% (7) quantity discount on orders over $5,000.
I have (8) pleasure in enclosing our catalogue and a price list. Please (9) note that all prices are quoted
CIF London.
If there is any further (10) information you need, please contact us.
Once again thank you for your letter.
Yours sincerely

Exercise 3 - Quotation for oven-to-table ware

Dear Mr. Morrow
Thank you for your (1) enquiry of 28 June in which you expressed an interest in retailing a selection of
our products in your shops in Nancy.
Please find (2) enclosed our current catalogue and price list. You might also be interested in visiting
our website.
In (3) reply/response to your request for a 20% trade discount, we (4) regret that we cannot offer more
than 15%. However, we do give a 5% (5) quantity discount on orders over $20,000.
In comparison with other companies in the UK, these terms are extremely (6) satisfactory. Payment
would need to be by sight draft until we have (7) established/formed a business relationship.
Finally, we are confident that we can make (8) deliveries/shipments within the two-month time limit
you (9) require.
Thank you for your (10) interest. We hope to hear from you soon.
Yours sincerely

Exercise 4 - Quotation for leather shoes and handbags

Dear Sirs
We thank you for your enquiry of 15 August and are pleased to (1) enclose our quotation No 5644 for
leather shoes and handbags.
We have indicated those items which we can deliver from (2) stock immediately. For all the remaining
items, the stated dates of (3) delivery are approximate, but in no case would these dates be (4)
exceeded by more than 3 months.
All the items for which we have (5) quoted are made from the very best quality leather and can be (6)
supplied in a range of designs and colours wide enough to meet the (7)requirements of a fashion
trade such as yours.
We look forward to receiving your order and meanwhile enclose a (8) copy of our catalogue as we feel
you may be interested in some of our products. These (9)include leather gloves and purses, described
and (10) illustrated on pages 18 – 25. The catalogue will give you all facts about our goods but cannot
answer all your personal questions. This we shall be glad to do if you will write to us.
We look forward to hearing from you soon.
Yours faithfully

Exercise 5 - Quotation for refrigerators

Dear Sirs
We thank you for your letter of 10 January in which you (1) asked for a quotation for refrigerators.
As you will see from the (2) enclosed/attached quotation, we have given you an (3)alternative rather
than the one you required. We think it is an interesting alternative since it is appreciably cheaper.
With (4) regard to the date of delivery, if you are (5) willing to (6) take delivery in March, we are willing
to offer you a 10% discount. You may understand that we have just (7) extended our workshop and
have had to reduce our storage space.
We look forward to receiving your (8) acceptance of the enclosed quotation and we (90) assure you of
our best (10) attention at all times.
Yours faithfully

Letter-Writing
Letter 1
Anh (chị) làm việc cho Công ty Trách Nhiệm Hữu Hạn Bình Minh. Công ty anh (chị) nhận được thư hỏi
hàng của ông S.Stuart, Công ty Central Installations Glasgow, hỏi mua một số loại áo gió JKTL20. Hãy
viết một thư báo giá gửi cho ông S.Stuart, để ông Phan Vũ, Giám đốc kinh doanh ký theo những ý
chính như sau:
1. Bình Minh rất vui mừng và cám ơn thư hỏi hàng nói trên.
2. Đối với loại áo khoác mà J. White & Co. Ltd. Hỏi mua, Bình Minh xin chào giá -như sau:

3. Lưu ý giá này là giá FOB cảng Sài gòn, không kể đóng gói. Tuy nhiên nếu Central Installations
Glasgow muốn tính theo giá CIF London , thì Bình Minh sẵn sàng thu xếp việc thuê tàu và bảo
hiểm. Số hàng này Bình Minh có thể cung cấp ngay tại kho. Giao hàng có thể thực hiện trong
vòng 3 tuần khi nhận được đơn hàng chính thức.
4. Bình Minh yêu cầu thanh toán bằng thư tín dụng không hủy ngang, mở tại ngân hàng thương
mại Anh, tới tài khoản của Bình Minh ở Vietcombank, Thành phố Hồ Chí Minh, cho Bình Minh
hưởng 100% trị giá hóa đơn theo vận đơn, hóa đơn thương mại, phiếu đóng gói…
5. Riêng đối với loại áo khoác nữ cỡ vừa và nhỏ, lưu ý với khách là hiện hàng đã hết và phải đến
cuối tháng 4 mới có thể giao được. Tuy nhiên Bình Minh gửi kèm với thư này bảng giá và
 catalô mới nhất của một số loại áo khoác thiếu nhi với những mẫu mã, màu sắc đa dạng,
phong phú để Central Installations Glasgow tham khảo với hy vọng rằng khách hàng của họ sẽ
có nhu cầu mua.
6. Vì Central Installations Glasgow là khách hàng mới nên Bình Minh sẵn sàng dành mức chiết
khấu thương mại cùng với chiết khấu số lượng là 5% cho mọi đơn hàng có trị giá trên 10.000
đôla Mỹ.
Lưu ý: Bắt đầu thư từ “Dear... ”
_________________________________________________________________________________________________

Dear Mr. Stuart,

We thank you for your enquiry in which you expressed your interest in our jacket JKTL20.

As requested, we are pleased to send you the quotation as below:

Item Specifications Code Unit Price

Women’s jacket Yello, Large-sized TL021 15USD

Men’s jacket Grape-coloured, Large-sized TL025 17USD

Men’s jacket Grey, Small-sized TL027 16USD

Please note that these prices are quoted on FOB Saigon Port, excluding packing. However, if you
prefer CIF London Port, we would be prepared to arrange for freight and insurance. We can promptly
supply these goods from stock. The delivery will be made within 3 weeks of your official order.

Payment is to be made by irrevocable L/C, to be opened at the Commercial Bank of England, to the
account of us opened at Vietcombank, HCMC branch, in our favour for the total value of the invoice in
accordance with B/L, commercial invoice, and packing list.

Regarding the medium- and small-sized women’s jackets, we regret to inform you that we have run
out of stock of these items and it is not until the end of April will we be able to make shipment for
these items. However, we have enclosed with this letter a price list and the latest catalogue of some
types of children’s jackets with a wide range of models and colours for your reference with the hope
that you may have purchasing demand for these items.

Since you are a new customer, we are willing to give you a trade discount along with a quantity
discount of 5% for any order with a value of over 10.000 USD.

We hope that this will be the first of many orders we place with you and we look forward to hearing
from you.

Yours sincerely,
(signed)
Vu Phan (Mr.)
Business Manager
Binh Minh Ltd.

Letter 2
Công ty Anh/ chị nhận được thư hỏi hàng của hãng M.D Eward and Co. Ltd. đề ngày 16/6/20— hỏi mua
vợt bóng bàn kiểu VS44TD (table tennis bat) và vợt cầu lông (badminton bat) kiểu VB50MT. Anh/ Chị
hãy viết thư báo giá cho loại vợt cầu lông với những gợi ý sau:
Giá vợt cầu lông 2 đô la/chiếc/ FOB Hải Phòng.
Chiết khấu thương mại 5% cộng thêm chiết khấu số lượng 3% cho các đơn hàng không dưới 100
chiếc.
Thanh toán bằng L/C trả ngay.
Giao hàng trong vòng 2 tuần kể từ ngày nhận được đơn hàng chính thức của khách hàng.
Anh/ Chị cũng báo cho đối tác biết là hiện tại công ty chưa có vợt bóng bàn VS44TD nhưng thay vào
đó có thể bán VS45MH có chất lượng như vợt VS44TD với các điều kiện tương tự như vợt cầu lông và
giá là 8 đô la/chiếc
_________________________________________________________________________________________________
Type 1:
Dear Sir or Madam,

We thank you for your enquiry of 16 June 2021 for our table tennis bat model VS44TD and badminton
bat model VB50MT and are pleased to send you a quotation for badminton bat model VB50MT on the
following terms and conditions.
1. Commodity: Badminton bat model VB50MT.
2. Price: USD 2 per unit, FOB Hai Phong Port, Incoterms 2020. We are willing to give you a trade
discount of 5% together with a quantity discount of 3% for orders of at least 100 units.
3. Payment: By L/C at sight.
4. Delivery: Within 2 weeks upon your official order.

Regarding the table tennis bat model VS44TD, we regret to inform you that we are currently running
out of stock of this item. Instead, we would like to offer you the table tennis bat model VS45MH, which
is of the same quality as model VS44TD and with the same terms and conditions as the
above-mentioned badminton bat. This model is quoted at USD 8 per unit.

We hope you will find these terms and conditions satisfactory and look forward to an opportunity to
serve you.

Yours faithfully,
(signed)
Nhi Nghiem (Ms.)

Type 2:
Dear Sir or Madam,

We thank you for your enquiry of 16 June 2021 for our table tennis bat model VS44TD and badminton
bat model VB50MT and are pleased to send you a quotation for badminton bat model VB50MT on the
following terms and conditions.

Price is USD 2 per unit, based on FOB Hai Phong Port, Incoterms 2020. We are willing to give you a
trade discount of 5% together with a quantity discount of 3% for orders of at least 100 units.

Payment is to be made by L/C at sight and delivery will be carried out within 2 weeks upon receiving
your official order.

Regarding the table tennis bat model VS44TD, we regret to inform you that we are currently running
out of stock of this item. Instead, we would like to offer you the table tennis bat model VS45MH, which
is of the same quality as model VS44TD and with the same terms and conditions as the
above-mentioned badminton bat. This model is quoted at USD 8 per unit.

We hope you will find these terms and conditions satisfactory and look forward to an opportunity to
serve you.

Yours faithfully,
(signed)
Nhi Nghiem (Ms.)

Letter 3
Công ty Da - Giầy Việt Nam nhận được thư hỏi hàng số 2431 ngày 1/6/20— của công ty TNHH Alford &
Son hỏi mua giày da nam giới mã 306/TLd và giày phụ nữ mã 295/MTd.
Anh/ Chị hãy viết thư báo giá bán giầy da nam giới mã 306/TLd theo catalo gửi kèm cho khách hàng
với giá CIF Briston có cả bao bì xuất khẩu là 20 đô la/đôi, giao hàng vào tháng 9, 20—và thanh toán
bằng tín dụng thư không hủy ngang trả tiền ngay, mở qua ngân hàng TM ABC, Briston 15 ngày trước
ngày giao hàng.
Riêng đối với giày phụ nữ mã 295/MTd công ty hiện tại không sản xuất nữa, anh/ chị hãy chào giá cho
loại giày phụ nữ mã 305/TLd thời trang hơn mà giá lại không đắt hơn (25 đô la/ đôi) và gửi kèm cho
khách bảng giá hiện hành cho loại giày này.
Giá sẽ không đổi nếu khách hàng đặt mua chính thức trong vòng 15 ngày tới.
Bắt đầu thư bằng Dear…
_________________________________________________________________________________________________
Type 1:
Dear Sir or Madam,

We thank you for your enquiry No. 2431 of 1 June 2021, in which you asked about our men’s leather
shoes code 306/TLd and women’s shoes code 295/MTd and are happy to make a firm offer for the
men’s leather shoes code 306/TLd with the following terms and conditions according to the enclosed
catalogue for men’s leather shoes.
1. Commodity: Men’s leather shoes code 306/TLd.
2. Quality and Specifications: As per the enclosed catalogue.
3. Price: 20USD per paid, CIF Briston Port, including export packing. The price will remain
unchanged if you place an official order within 15 days from the date of this letter.
4. Shipment: In September 2021.
5. Payment: By irrevocable L/C at sight, to be opened through ABC Commercial Bank, Briston
within 15 days prior to shipment.

We regret to inform you that we no longer produce women’s shoes code 295/MTd. Therefore, we
would like to offer you women’s shoes code 305/TLd, which are more fashionable and at a reasonable
price of 25USD per pair. We are enclosing the current price list for this type of shoes for your reference.
We hope you will find our prices satisfactory.

We hope you will find these terms satisfactory and look forward to the pleasure of your order.

Yours faithfully,
Nhi Nghiem (Ms.)

Enc. 01 catalogue
01 price list.

Type 2:
Dear Sir or Madam,

We thank you for your enquiry No. 2431 of 1 June 2021, in which you asked about our men’s leather
shoes code 306/TLd and women’s shoes code 295/MTd and are happy to make a firm offer for the
men’s leather shoes code 306/TLd with the following terms and conditions according to the enclosed
catalogue for men’s leather shoes.

Price is USD 20 per pair, based on CIF Briston Port, Incoterms 2020, including export packing. The
price will remain unchanged if you place an official order within 15 days from the date of this letter.
Shipment will be made in September 2021.

Payment is to be made by irrevocable L/C at sight, to be opened through ABC Commercial Bank,
Briston within 15 days prior to shipment.

We regret to inform you that we no longer produce women’s shoes code 295/MTd. Therefore, we
would like to offer you women’s shoes code 305/TLd, which are more fashionable and at a reasonable
price of 25USD per pair. We are enclosing the current price list for this type of shoes for your reference.
We hope you will find our prices satisfactory.

We hope you will find these terms satisfactory and look forward to the pleasure of your order.

Yours faithfully,
Nhi Nghiem (Ms.)

Enc. 01 catalogue
01 price list.
_________________________________________________________________________________________________
SAMPLE LETTER

Sample Letter 1 - Quotations for printing paper

Dear Mr. ....,

We thank you for your enquiry of yesterday and, as requested, enclose samples of different qualities of
paper suitable for poster work.

We are pleased to quote our Printing Paper as follows:

Quality Colour Unit Price per Kg

A1 White $1.21

A2 White $1.15

A3 White $1.10

These prices include delivery at your works.

All these papers are of good quality and quite suitable for poster work. We guarantee that they will not discolour
when pasted.

We can promise delivery within one week from receiving your order and hope you will find both samples and
prices satisfactory.

Yours sincerely,

Sample Letter 1 - Quotations for crockery

Dear Mr. Clarke,

Thank you for your enquiry of 18 April for a further supply of our crockery. We are pleased to quote as
follows:

Item Catalogue Number Price

 Teacups TC-45 $43.75 per hundred

Tea Saucers TS-46 $36.00 per hundred

Tea Plates TP-47 $36.00 per hundred

Teapots, 1-litre TP-48 $2.20 each

These prices are understood by FOB Saigon port, including packing, but packing is charged for, with
an allowance for their return in good condition.

We can deliver from stock and will allow you a discount of 5%, but only on items ordered in quantities
of 10,000 or more. In addition, there would be a cash discount of 2% on the total cost of payment
within one month from the date of invoice.

We hope you will find these terms satisfactory and look forward to the pleasure of your order.

Yours sincerely,

ORDER
Gap-Filling
Exercise 1
Dear Sirs
We (1) acknowledge with thanks the (2) receipt of your offer dated … and are pleased to enclose our
order No 3678 (3) for 4 items under your catalogue.
Please note that all these items are (4)urgently/promptly required by our customers. We, therefore,
hope you will (5) arrange to have them (6) delivered as soon as possible.
This is our trial order only, (7) if we find them satisfactory in quality and a (8) ready sale in our market,
we shall be placing further (9) large(r) orders.
In the meantime, we are looking forward to your (10) sale/early confirmation.
Yours faithfully

Exercise 2 - Order for crockery

Dear Mr ....
Please find enclosed an order (R1234) from our principals. They have asked us to (1) inform/
instruct/advise you that 60 (2) the set of crockery ordered should be packed in six crates, ten sets per
crate, with each piece individually (3) wrapped, and the crates (4) marked clearly with their name, the
words “fragile”, “crockery”, and (5) numbered 1-6.
They have agreed to pay by L/C, which we (6) discussed on the phone last week, and they would like
delivery before the end of this month, which should be easily (7)carried out/ conducted /effected as
there are regular sailings from Liverpool.
If the colours they have chosen are not in (8) stock, they will accept an (9) 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 (10)up.
Yours sincerely

Exercise 3 - Advice of despatch

Dear Mr. Delmas
Thank you for your order No. R497 which we are (1) at present making (2) up. The instruments will be
(3) wrapped individually in 8 crates numbered and marked (4) clearly our logo. They will be (5)
delivered by air freight CIF Marseille to (6) reach you not (7) later than 18 May.
Our invoice showing the 12% trade and 3% quantity discount, the insurance (8) certificate and the (9)
airway bill will be sent to the Bank of Marseille as (10) requested.
Yours sincerely

Exercise 4
Dear Mr....
Further to our telephone conversation on Friday, I am writing to you (1) about your order No. 123, which
was (2) enclosed with us on 10 January.
Once again, I must (3) apologize for the (4) delays in processing this order. This was due to a staffing
(5) shortage.
However, since I spoke to you, we have taken (6) on 4 new employees at our depot, and I am pleased
to tell you that your order is now (7) ready for dispatch. It will reach you within five working days.
Special (8) care has been taken to ensure that the (9) goods have been packed (10) according to your
requirements.
Each item will be individually wrapped to avoid damage.
Yours sincerely

Exercise 5 - A decline to order for the TV

Dear Mr. Chan
We were pleased to acknowledge/receive (1) your order of 2 November for 6 Atlantis TVs. However,
since you state the firm condition of delivery/dispatch (2) before Christmas, we deeply regret (3) that
we cannot supply you on this occasion.
The manufactures of these goods are finding it impossible (4) to meet the current demand for this
popular TV. We placed an order for 24 sets one month ago but were informed that all orders (5) were
being met in strict rotations. Our own order will not be delivered/met (6) before the end of January.
I understand from our telephone conversation (7) this morning that your customers are unwilling to
consider other makes. In the circumstances, I hope you will be able to meet your requirements from
some other suppliers (8). May I suggest/recommend (9) that you try Television Services Ltd of
Leicester? They usually carry large stock/orders (10) and may be able to help you.
Yours sincerely

Letter-Writing
Letter 1 (Cover Letter)
Tổng công ty xuất nhập khẩu máy Việt Nam (Vietnam machino import-export Corporation) nhận
được thư chào hàng số CM1246 đề ngày cùng với catalogue số CD014 của công ty Dawson
Manufacturing Ltd chào bán các loại máy khoan bê tông (Concrete Driller) và máy cắt sắt (steel cutter)
dùng cho công nghiệp xây dựng.
Hãy viết một thư gửi kèm với đơn hàng số VM 01 cho loại CD23 và loại SC 21 theo catalog trên.
Khi viết thư lưu ý người bán các điểm sau:
1. Machino yêu cầu thanh toán bằng L/C không hủy ngang trả ngay, cho 30% trị giá đơn hàng,
phần còn lại thanh toán bằng T/T trong vòng 1 tháng sau khi nhận được hàng, thay vì 100%
bằng L/C như trong chào hàng của Dawson.
2. Bảo hành là 12 tháng kể từ ngày sử dụng chứ không phải là 12 tháng kể từ ngày giao. Nhấn
mạnh rằng nếu máy bị hư trong thời gian bảo hành, người bán sẽ phải chịu trách nhiệm sửa
chữa hay thay thế bất cứ bộ phận nào bị hư hỏng miễn phí và nhanh chóng.
3. Machino yêu cầu gửi 4 bộ tài liệu kỹ thuật hướng dẫn lắp ráp vận hành và bảo dưỡng. Nếu
trong trường hợp cần thiết, Machino yêu cầu Dawson cử người đến hướng dẫn chạy thử máy.
4. Yêu cầu Dawson đặc biệt chú ý đến giao hàng đúng hạn vì hiện nay các khách hàng của
Machino là các công ty xây dựng đang yêu cầu giao gấp vào cuối tháng tới. Machino e rằng
nếu hàng giao trễ sẽ ảnh hưởng tới tiến độ thi công của các khách hàng.
5. Nếu Dawson chấp nhận các điều và điều khoản mà Machino đưa ra, hãy gửi xác nhận bán
hàng sớm. Nếu Dawson có thể chiết khấu số lượng 5% cho đơn hàng sau này, thì Machino sẽ
đặt hàng thường xuyên.
Lưu ý: Bắt đầu thư bằng Dear Sirs và người ký thư: Trương Bảo Hòa tổng giám đốc.
_________________________________________________________________________________________________

Dear Sirs,

We are pleased to acknowledge the receipt of your offer No. CM1246 dated 3 December 2021 together
with catalogue No. CD014 for concrete drillers and steel cutters used in the construction industry.
Enclosed you will find our order No. VM01 for Concrete Drill model CD23 and Steel Cutter model SC21
under your catalogue. However, we would like to stress these terms and conditions.

Payment is to be made by irrevocable L/C at sight for 30% of the total value of the invoice, the
remaining 70% is to be made by T/T within one month on receipt of the delivery, instead of payment
by L/C for the total value as offered.

Guarantee is 12 months from operation instead of despatch. Please note that if the machine is
defective during the guarantee period, you shall be liable to repair or replace any defective parts
quickly and free of charge.

Please send us 4 sets of technical documents instructing assembly, operation, and maintenance of
the ordered items. If possible, we would like to have a representative instructor from your company to
guide the technical trial.

We would like to emphasize that due delivery is essential as our current customers are construction
companies who require urgent delivery at the end of next month. We are afraid that late deliveries will
have a negative impact on their construction progress.

If you accept the above terms and conditions, please send us your sale confirmation no later than 10 December
2021. If you can offer us a discount of 5% on our further orders, we would like to be your regular customer.

We look forward to your early sale confirmation.

Yours faithfully,
(signed)
Hoa Truong (Mr.)
Director
Vietnam Machino Import-Export Corp.

Enc. 01 order No. VM01.

Letter 2 (Order)
Anh/ Chị đang làm việc cho công ty TNHH Thành Công, 110 Hai Bà Trưng, Quận 3, Tp.HCM nhận được
chào hàng bán một số mặt hàng điện gia dụng của công ty Household Electronics, Malaysia.
Hãy viết thư đặt hàng mua mặt hàng máy hút ẩm (Dehumidifier) theo các điều kiện thông thường
(tên hàng, số lượng, chất lượng, bao bì, giao hàng, thanh toán, bảo hành, bảo hiểm...) và chú ý các
điểm chính như sau: Số lượng 150 chiếc kèm theo các phụ tùng được ghi trong phụ lục số 1, giá CIF
Sài Gòn 40 USD/chiếc không tính chi phí đóng gói bao bì, theo Incoterms 2000, theo catalogue mới
nhất TL/2010 và bản vẽ kỹ thuật của người bán, bao bì theo tập quán xuất khẩu của nước người bán,
giao hàng làm 2 chuyến vào cuối tháng 2 và đầu tháng 3 năm 2011, bảo hành 18 tháng kể từ ngày sử
dụng chứ không phải là 12 tháng kể từ ngày giao như đã ghi trong chào hàng, thanh toán bằng tín
dụng thư không hủy ngang trả ngay…
Đề nghị bên Bán cho hưởng mức chiết khấu 5% đối với đơn hàng này. Đây là đơn đặt hàng thử, nếu
hàng được giao đúng hạn, dịch vụ hậu mãi tốt thì ta sẽ đặt mua những đơn hàng tiếp theo với số
lượng lớn hơn.
Ngoài ra nếu thấy cần anh/ chị có thể thêm bớt bất cứ điều gì để hoàn chỉnh lá thư. Bắt đầu thư bằng
Dear Sirs.
_________________________________________________________________________________________________

Thanh Cong Ltd.

110 Hai Ba Trung
Ho Chi Minh City
Vietnam
15 December 2010
Household Electronics Co.
Malaysia

Dear Sirs,

We are pleased to acknowledge the receipt of your offer for Household Electronics appliances and we
would like to place an offer for dehumidifiers with the following terms and conditions:
1. Commodity: Malaysia Dehumidifier.
2. Quantity: 150 units with the accessaries listed in Appendix 1.
3. Quality: As per the latest catalogue No. TL/2010 and Household Electronics’ technical drawing.
4. Price: 40 USD per unit, excluding packing, CIF Sai Gon Port, Incoterms 2000.
5. Packing: In Malaysian export customary packing.
6. Delivery: In 02 shipments:
+ The first shipment is to be made in late February 2011;
+ The second shipment is to be made in early March 2011.
7. Payment: By irrevocable L/C at sight.
8. Guarantee: 18 months from the operation instead of despatch as stated in the offer.
9. Insurance: Household Electronics must obtain the cargo insurance complying with the cover
provided by Clauses (C) of the Institute Cargo Clauses (LMA/IUA) and the insurance must be
provided from a first-class insurance company.

We would be grateful if you could offer us a 15% discount on this order. Please note that this is a trial
order, and if the commodity is delivered on time and the after-sales service is good, we will place
further orders with larger quantities.

We look forward to receiving your early response.

Yours faithfully,
(signed)
Nhi Nghiem (Ms.)
Procurement Manager
Thanh Cong Ltd.

Letter 3 (Reply to Order - Decline)

Anh/ Chị nhận được đơn hàng của ông John Samuel, tổng giám đốc công ty John Samuel Brothers
Pte Ltd. vào ngày 2/11/20-- đặt mua 6 chiếc tivi hiệu Atlantis and 20 chiếc radio hiệu Attas. Tuy nhiên,
công ty anh/ chị không thể tiếp nhận đơn hàng này vì một số lý do. Hãy viết thư trả lời ông John
Samuel theo những gợi ý sau:
Đối với mặt hàng tivi, công ty không cung cấp được vì đối tác yêu cầu giao hàng trước dịp Giáng sinh,
và xem đây là điều kiện tiên quyết của đơn hàng.
Công ty cũng đã đặt hàng 24 chiếc từ nhà sản xuất tivi hiệu này cách đây 1 tháng nhưng sẽ không có
hàng trước cuối tháng 1.
Biết rằng đối tác không cần hàng thay thế nên công ty giới thiệu khách hàng đến công ty Television
Services Ltd để hỏi mua vì họ thường có lượng lớn hàng hóa.
Đối với mặt hàng radio, công ty cũng không cung cấp được vì đối tác yêu cầu bán chịu. Đối tác vẫn
còn nợ công ty $8,000. Nếu có thể thanh toán một nửa số nợ, chúng ta sẽ sắp xếp để giao hàng.
Anh/ Chị có thể thêm/bớt bất kỳ thông tin gì để hoàn thiện lá thư. Bắt đầu thư bằng Dear…
_________________________________________________________________________________________________

John Samuel
General Manager
John Samuel Brothers Pte Ltd.

Dear Mr. Samuel,

We thank you for your order of 2 December 2021 for 6 Atlantis televisions and 20 Attas radios.
However, we regret to inform you that we are unable to supply these commodities because you have
stated that despatch before Christmas is the prerequisite of the order.

We placed 24 televisions from Atlantis manufacturer a month ago but was notified that our orders will
not be executed by the end of January 2022. We understand that you do not accept alternatives, so
we would like to suggest that you contact Television Services Ltd. as they usually have large
inventories in stock.

We also regret that we are unable to supply Attas radios to you as we cannot provide you with the
credit you requested. If you can settle half of your debt of 8,000USD with us, we will arrange for
despatch.

We look forward to receiving your response.

Yours sincerely,
Nhi Nghiem (Ms.)
_________________________________________________________________________________________________

Sample Letter (Gap-Filling - Exercise 5 - A decline to order)

Dear Mr. Chan

We were pleased to acknowledge the receipt of your order of 2 November for 6 Atlantis TVs. However,
since you state the firm condition of despatch before Christmas, we deeply apologize that we cannot
supply you on this occasion.

The manufactures of these goods are finding it difficult to meet the current demand for this popular
TV. We placed an order for 24 sets one month ago but were informed that all consignments were
being met in strict rotations. Our own order will not be delivered before the end of January.

I understand from our telephone call this morning that your customers are unwilling to consider
other makes. In the circumstances, I hope you will be able to meet your requirements from some
other suppliers. May I suggest that you try Television Services Ltd of Leicester? They usually carry large
orders and may be able to help you.

Yours sincerely

Letter 4 (Order)
Viết thư đặt hàng với nội dung sau:
Tên hàng: bột mỳ
Xuất xứ: Pháp, vụ mùa 20....
Qui cách: theo mẫu đã gửi cho khách hàng
Số lượng: 200 tấn
Giá: 300 USD/MT, CIF cảng SG, bao gồm chi phí đóng gói
Bao bì: ngoài là bao PP, trong là bao PE, trọng lượng tịnh là 50kg mỗi bao.
Giao hàng: đầu tháng 9-20... để giao cho khách hàng kịp làm bánh phục vụ tết nguyên đán.
Cty Anh/ chị là công ty có uy tín nên nhất thiết hàng phải giao đúng chất lượng quy định để duy trì
mqh làm ăn lâu dài vớí các đối tác.
TT: bằng L/c không hủy ngang, trả ngay mở qua ngân hàng ngoại thương TP HCM, trả vào TK NH
thương mại Paris, 15 ngày trước khi giao hàng cho người bán hưởng tòan bộ giá trị số hàng sẽ
được giao.
Giám định chất lựong do SGS đảm nhận và cấp giấy chứng nhận chất lượng.
Anh/ chị yêu cầu người bán gửi gấp giấy xác nhận bằng văn bản trước ngày....
_________________________________________________________________________________________________

Dear Sir or Madam,

We thank you for your offer of 20 July 2021 for wheat flour and are pleased to make an order of this
commodity on the following terms and conditions:
1. Commodity: French wheat flour, 2020 crop.
2. Specifications: As per samples sent to us.
3. Quantity: 200MT.
4. Price: 300USD/MT, CIF Saigon Port, Incoterms 2020, including packing.
5. Packing: The outer bag is PP bag and the inner bag is PE bag, net quantity: 50kg each bag.
6. Delivery: To be made at the beginning of September 2021 for us to make delivery to our
customers to make cakes for Lunar New Year. As you may know, we are a reputable company,
so it is essential that the commodity must be delivered in accordance with the specified
quality to maintain a long-lasting business relationship with our clients.
7. Payment: To be made by irrevocable L/C at sight, to be opened through Joint Stock
Commercial Bank for Foreign Trade of Vietnam (Vietcombank), HCMC branch 15 days prior to
the shipment to the A/C of Paris Commercial Bank in favour of the seller for the total value of
the commodity to be shipped.
8. Quality Inspection: To be carried out by SGS and the quality certificate is to be issued by SGS.

We look forward to your sale confirmation (in written form) no later than 27 July 2021

Yours faithfully,
Nhi Nghiem (Ms.)
.
Letter 5 (Order)
Viết thư đặt hàng theo nội dung sau:
Chúng tôi xin cám ơn quí ngài về thư chào hàng số 303 đề ngày--- và xin đặt hàng với những điều
kiện và điều khỏan sau:
Tên hàng: chiếu cói
Chất lượng: theo như mẫu và qui cách phẩm chất đính kèm.
Số lượng: 5000 chiếc.
Giá: 0,45USD/ chiếc CIF Harmburg Port bao gồm cả bao bì.
Đóng gói: buộc bằng dây cói chắc chắn, có đai nẹp bằng sắt, mỗi bó 20 chiếc và có kẻ kí mã hiệu -----
Giao hàng: 3000 chiếc, giao tháng----- và tháng----
Thanh tóan: bằng L/C không hủy ngang trả vào TK NH Ngoại thương VN, do NH Thương Mại Luân
Đôn xác nhận, mở 15 ngày trước khi giao lô hàng đầu tiên.
Hàng phải được bảo hiểm theo điều khỏan mọi rủi ro từ kho ở VN đến kho ở Harmburg.
Xin vui lòng xác nhận việc quí ngài có chấp nhận đơn hàng này không và chấp nhận như vậy đến chỗ
chúng tôi trong vòng 14 ngày tính từ ngày ghi trên đơn đặt hàng này.
_________________________________________________________________________________________________

Dear Sir or Madam,

We thank you for your offer No. 303 dated 3 December 2021 and are pleased to place an order with the
following terms and conditions:
 1. Commodity: Rush matting.
2. Quality: As per the enclosed samples and specifications.
3. Quantity: 5000 units.
4. Price: 0.45USD per unit, CIF Harmburg Port, Incoterms 2020, including packing.
5. Packing: Tied with strong wire sedge and braced with iron, 20 pieces per bundle marked with
the code RM03.
6. Shipment: To be made in 02 shipments:
+ The first shipment of 3000 pieces is to be made in February 2022;
+ The second shipment of 2000 pieces is to be made in March 2020.
7. Payment: To be made by irrevocable L/C, to the account of Vietcombank, confirmed by London
Commercial Bank, to be opened 15 days before the first shipment.
8. Insurance: You must obtain the cargo insurance complying with the cover provided by Clauses
(A) of the Institute Cargo Clauses (LMA/IUA) and the insurance must cover from our warehouse
in Vietnam to your warehouse in Harmburg. (*)

Please confirm your acceptance of this order and send such acceptance to us within 14 days from the
date of this order.

Yours faithfully,
Nhi Nghiem (Ms.)

Another way:
(*) 8. Insurance: Goods are required to be insured according to terms and conditions for all risks from
Vietnam’s warehouse to Harmburg’s warehouse.
_________________________________________________________________________________________________

Sample Letter - 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 specifications 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 2010.
5. Payment: By an irrevocable letter of credit to be opened in favour 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 on September, 20 –
2,000 Ps on October, 20—
7. Packing and marking: to be wrapped in strong rush matting, steel 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 no later than 14
days after the date of this order.

Yours faithfully
For International Import CO.
(Signed)
M. Belter
Purchasing Manager
_________________________________________________________________________________________________

TERMS AND CONDITIONS OF AN ORDER

1. Commodity
2. Quality and Specifications
3. Quantity
4. Price
5. Marking and Packing
6. Delivery
7. Payment
8. Technical Document
9. Guarantee
10. Others

COVER LETTER
Anh chị nhận được thư chào hàng số TD/432 của một công ty từ Nhật Bản chào bán máy giặt Elextro
Model 302. Hãy viết thư kèm với đơn đặt hàng chính thức số MD/432 mua mặt hàng nói trên và lưu ý
một số điều sau đây:
Giá 700 USD một chiếc. Do đây là đơn đặt hàng mới ở Việt Nam và đây cũng là đơn hàng đầu tiên nên
đề nghị người bán cho hưởng khoảng chiết khấu là 10% trên tổng giá trị hóa đơn cộng với 5% phí hoa
hồng.
Thanh toán bằng thư tín dụng không thể hủy ngang trả chậm ba tháng sau khi giao hàng chứ không
phải 2 tháng theo yêu cầu của người bán vì phải tính đến thời gian vận chuyển. Không cần xác nhận
L/C vì trong quá trình giao dịch mua bán giữa hai công ty ta luôn thực hiện thanh toán đúng hạn.
Hàng phải được đóng gói trong thùng các tông dày dặn và vận chuyển trong công ten nơ 20 feet
thích hợp cho việc vận chuyển đường biển.
Hàng phải được giao trong một chuyến và phải thông báo cho người mua ít nhất hai tuần về thời
gian dự kiến tàu đến để tiện thu xếp việc nhận hàng.
Ta chịu mọi trách nhiệm về xin giấy phép nhập khẩu và hoàn tất mọi thủ tục hải quan cần thiết.
Theo thỏa thuận thì người bán không được ký kết bất kỳ một thỏa thuận nào cung cấp loại máy giặt
này với bất kỳ công ty nào tại Việt Nam.
Có thể thêm các chi tiết khác để phù hợp về nội dung và văn phong.
______________________________________________________________________________

Dear Sir or Madam,

We thank you for your offer no. TD/432 of November 27th for Elextro Washing Machine Model 302 and
are pleased to enclose the official order no. MD/432 for this item with the following terms and
conditions.

The price is USD 700 per unit CIF Hai Phong port including packing. As this is a new item in Vietnam
and also our first order, we are grateful if you could give us a 10% discount on the total value of the
invoice, and an additional 5% commission fee.

The goods should be packed in strong hard cartons and conveyed by 20ft/20’/20feet containers
suitable for maritime transportation/long voyage.

You are required to make delivery in one shipment/lot and must notify us at least 2 weeks in advance
about the ETA (expected time of ship arrival) for convenience of taking the delivery.
Payment is to be made by Irrevocable Deferred L/C 3 months after dispatch, not 2 months as per your
request because delivery time must be considered/taken into account. There is no need to confirm
the L/C since our companies have always made timely payments / settled payments in due course
during our trading process/business.

We will be fully responsible for obtaining the import licenses and carrying out all the necessary
formalities and custom procedures.

According to our agreement, your company is not allowed to sign any agreements to supply this type
of washing machine to any other companies in Vietnam.

We look forward to your sale confirmation no later than 5 days from the date of this letter.

Yours faithfully,
(signed)
Nhi Nghiem (Ms.)

Enc. 01 Order no. MD/432.

Sample Letter:
Dear Mr. Smith,

We thank you for your offer no. TD/432 dated 20 September 2020 for our washing machine Electro
Model 302. We are very pleased to enclose our formal/firm/official order no MD302 for this item.
However, we would like to stress the following terms and conditions.

Price is USD 700 per unit, based on CIF Hai Phong port, Incoterms 2020, including packing. We
would like you to give us a discount of 10% of the total value of the order in addition to a 5%
commission since this is both our first order and a new item in the Vietnamese market.

Payment should be made/is to be made by irrevocable deferred L/C at 90 days’ sight after dispatch
instead of 60 days as offered because of our consideration of transportation time. We would like you to
not confirm the L/C since we usually settle the payment in due course during business between our
two companies.

The goods should be packed in strong hard cartons and then put in/included in containers 20’ (feet),
suitable for long voyage.

You are required to make delivery/ Please make delivery/ Could you deliver the goods in one lot/
shipment and inform us of ETA within 2 weeks at least for taking delivery at our earliest convenience.

We shall be responsible for taking the import license and quota as well as making all related
necessary customs procedures/ formalities.

As agreed, your company is not allowed to sign/make any sales contracts with other companies to
supply this item in Vietnam.

We look forward to your sale confirmation no later than 5 days from the date of this letter.

Yours sincerely,
(signed)
Nhi Nghiem (Ms.)

Enc. 01 Order no. MD/432.

 COMPLAINT
Gap-Filling
Exercise 1 - Complaint about damage
Dear Mr Harrison

I am writing to (1) complain about a shipment of tubular steel garden furniture we received yesterday
against (2) invoice No. G3190/1. The (3) crates were damaged on the outside and looked as if they had
been roughly (4) handled When we unpacked them, we found that some of the chair legs were bent
and (5) rusty, and the fabric on the seating (6) torn or showing signs of (7) wear.

Two further crates from the (8)consignment have not arrived yet, so we have not had the opportunity
of (9) inspecting them. I have told the shipping company that we cannot accept this consignment
from you, and they have contacted your (10)insurers.

As we will be unable to retail this consignment in our stores, we are returning the shipment to you (11)
carriage forward, and shall we expect a full (12)refund?

Yours sincerely
C. R. MÉNDEZ
Managing Director

Exercise 2 - Reply to complaint of wrong delivery

Dear Ms. Khanh Minh,

REF: APOLOGIES FOR WRONG SHIPMENT

Humbly receive our greetings. The Kolbn Company would like to thank you for trusting in its products.

We received a letter from you claiming that you received the wrong shipment and for this, we are
truly sorry. Our team will work towards making sure that such circumstances will never occur again
and that you will receive your ordered product as soon as possible. In this letter, we have, in detail, laid
out what we will do to (1) correct the error. From the details of your letter, it showed that we sent you a
model XYZ mountain bike instead of model XZY of the same make. All the records in our database
have shown that the model XZY should have been sent to you, but on further (2) inspection, we
realized that one of our docking personnel made an error while loading the shipment. Instead of
loading your bike model, he mistakenly loaded XYZ. This was a result of careless reading. Action has
been (3) taken on the employee that has (4) made the error and we have made sure that he never
repeats such a mistake again. On this note, we have increased and retrained our docking personnel.
Before any (5) consignment is shipped to its final destination, it has to pass several thorough checks
and counts before it is (6)despatched. Furthermore, we have improved the robustness of our clearing
system such that no commodity can be cleared from the shipment area before the senior sales
supervisor has signed it off and made sure that the commodity being docked is well-addressed and it
is the customer’s desired product. We at the Kolbn Company understand the (7) anger of this
complaint, the disappointment you got after receiving the wrong shipment and the time and money
you have expended to get back to us; and in order to show our deepest apologies caused by this
wrong shipment and how much we value you as a customer, it was unanimously decided that we
would ship the bicycle model to you free of shipment and courier (8) fee.

Within one week, instead of the normal three weeks, you will have received your shipment. In addition
to that, you will get two more years of (9) warranty. for the bicycle.
We would like to reassure you that your desired commodity will be sent to you and you will be sure of
enjoying the product for a long time. Once you have received the shipment, kindly get back to us for a
(10) feedback We highly value your response.

The Kolbn Company would like to thank you for trusting in its products and for being able to bear
with us at such a time. For further inquiries, customer support and the purchase of more products
from our company, please refer to our company website, KolbnCompany.com.

Yours sincerely,
Harriet Brown
Sales Representative

Exercise 3 - Complaint concerning quality

Dear Sir/ Madam

We have recently received several (1)complaints from customers about your fountain pens. The pens
are clearly not giving (2) satisfaction, and in some cases, we have had to refund the purchase price.

The pens (3) complained about are part of the batch of 500 supplied against our order number 8562
dated 28 March. This order was placed on the (4)basis of a sample pen left by your representative. We
have ourselves (5)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 (6) faulty - some of them leak and others
blot when writing. The complaints we have received (7) relate only to pens from the batch mentioned
above. Pens supplied before these have always been (8)satisfactory.

We, therefore, wish you to accept the return of the unsold (9)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 (10)arrangement you wish us to make for their return.

Yours faithfully

Exercise 4 - Reply to complaint frequent late delivery

Dear Ms. Khanh Minh,

This is in (1) reply/response to your complaint for the order no. 145 which you placed with our company
Saturn Ltd. on the 4th of February. We sincerely apologize to you for the delay in (2) delivery of the
products you ordered with us. Due to (3) labour shortage in the manufacturing department, this
inconvenience has been caused to you. We are also (4) overwhelmed with a large number of
unexpected orders this month and all this has led to this delay. We are trying our best to (5) minimize
the delay as much as possible to reduce your trouble. We have equipped our departments with more
number of staff and within the next 3 days, your shipment shall be dispatched for delivery.

You are a loyal and supportive (6) client of our company since years, and we are grateful to you for your
commitment towards us. As a small (7) gift of honor and as a (8) token of apology we offer 10% (9)
discount to you on your next purchase order with us. Whenever you place your next order with our
company, you can avail this discount on the final bill value.

To ensure that this (10) mistake/error does not take place in the future again, we have taken all
precautionary steps. Once again we apologize to you for all the troubles caused because of us. We
would appreciate your support on this matter.

Yours sincerely,

Exercise 5 - Complaint about returned check

Dear Sirs,

This is to inform you that the payment you made to our company Solitaire ltd via a check for an
amount of 250000 dollars has been (1) returned to us by the bank on grounds of “(2)insufficient funds”.

The check 7896 dated 5th of March was not accepted by the bank as your account does not have
sufficient (3) balance. We cannot even (4) deposit the check once again in the bank as it has already
been presented on two occasions previously.

You are an old and valuable customer of our company and we do not want to ruin our professional
relations with you for this matter. We understand that this is a mere case of over (5) sightedness.

To (6) clear this issue, we would request you to pay us the due amount of 250000 dollars through a
money (7) order along with bank service (8) charges of 100 dollars within the coming 7 days, by the
17th March at the latest.

We are thankful to you for your (9) consistent business relations with our company and would
appreciate it if you would (10) look into the above matter as soon as possible.
We look forward to cooperating with you for many years to come.

Yours sincerely,

Letter-Writing
Letter 1
Sáng hôm qua đại diện Hải Phòng đã báo bằng điện thoại cho đồng chí biết chuyến hàng đồ dùng
bằng điện thuộc đơn đặt hàng số 2072 đã về đến Hải Phòng nhưng bị tổn thất.
● Đơn đặt hàng nói trên của đồng chí đặt mua hàng của một hãng Nhật Bản ngày 10-8-20…
theo điều kiện CIF Hải Phòng.
● Tàu chở hàng là tàu Carl Maxstart của Cộng Hòa Liên Bang Đức cập cảng Hải Phòng ngày 19
tháng 11, 20…
● Toàn bộ đơn đặt hàng nói trên gồm 200 chiếc tủ lạnh kiểu M2024, 100 chiếc máy giặt cỡ lớn
kiểu 4488 và 500 chiếc TV màu 19 in kiểu 5033.
● Khi phát hiện có tổn thất đại diện Hải Phòng đã mời cán bộ của VinaControl Hải Phòng đến
giám định lô hàng. Và biên bản giám định họ lập có những chi tiết sau:
a. Chuyến hàng thực chất có:
1. Tủ lạnh: 190 chiếc
2. TV: 440 chiếc màu, 60 chiếc đen trắng (nghĩa là đặt 500 TV màu nhưng lại giao
440 TV màu và 60 TV đen trắng.
3. Máy giặt: 100 chiếc
b. Tình trạng hàng hóa:
1. Tủ lạnh thiếu 100 chiếc
2. TV màu thiếu 60 chiếc
3. TV trắng đen (60 chiếc) không nằm trong đơn đặt hàng.
4. Hai máy giặt bị vỡ hòm và máy cũng hỏng không thể sửa chữa được.
Anh/ chị hãy điện dự kháng cho phía Nhật biết và viết thư xác nhận điện này cùng với chi tiết như đã
nêu trên và khiếu nại đòi bồi thường theo hướng sau:
1. Đối với tủ lạnh chưa giao ta sẽ mua ở Thái Lan, Nhật phải chịu mọi chi phí vì ta đang cần gấp.
2. Đối với TV, yêu cầu Nhật phải gửi càng nhanh càng tốt 60 chiếc TV màu và đề nghị Nhật cho
hướng giải quyết 60 chiếc TV trắng đen theo cách:
+ Giảm giá 30%
+ Ta bán hộ với giá cao nhất có thể được
+ Cho người đến mang đi
_________________________________________________________________________________________________
Dear Mr. Thanh,

We would like to inform you that our order No. 2027 of August 10th, 2021, carried by Carl Maxstart,
Federal Republic of Germany, arriving at Hai Phong port today, November 19th, 2021, was in damange
condition.

After careful inspection of VinaControl Hai Phong, it has been found that the shipment actually
contains 190 units Refrigerators model M2024, short of 10 units; 440 sets of Colour TV model 5033,
including 60 sets of Black and white TV out of our order, short of 60 units of Colour TV; 100 units of
Washing machine model 4488 with 2 cases broken beyond our repair.

As we are in urgent need of the goods to complete our sales to local customers, we must ask you to
solve the problem as follows.

For the Refrigerators undelivered, we shall get them from Thailand at your cost.

Concerning the TV sets, you are required to send us 60 short units of Colour TV as quickly as possible,
but not later than December 3rd, 2021. Regarding 60 Black and white TV sets, we offer the following
suggestions at your disposal:
+ You will reduce 30% of the invoice price; or
+ We will dispose them at the highest possible price or
+ You will somebody to take them away.

Please review the matter and deliver the replacement for the short goods as mentioned above as
soon as possible but not later than December 3rd, 2021.

We are pleased to enclose B/L, Packing List, Invoice, ROROC, CSC as evidence of our complaint, for
your reference.

We are very afraid to tell you that we will be forced to look for another supplier if the goods cannot
reach us until the above deadline.

We hope to hear from you soon.

Yours sincerely,
(signed)
Nhi Nghiem (Ms.)
Chief of Importing Department

Enc. B/L, Packing List, Invoice, ROROC, CSC.

Letter 2
Công ty xuất nhập khẩu tạp phẩm (TOCONTAP), 39 Nguyễn Huệ, Quận 1, TP. HCM, điện thoại và fax:
84-8-8214356 mới nhập một lô hàng gồm 150 chiếc bình nước nóng (water heater) kiểu Heaterman
191VA theo đơn hàng số 2315TL của công ty TNHH M.D EDWARD, Finwell House, số 26 Finsbury
Square, London, EC2, Vương quốc Anh về đến cảng Sài Gòn ngày 25/6/20-. Tuy nhiên số hàng này
được báo có tổn thất.
Theo biên bản giám định của SGS, chuyến hàng chỉ có 136 chiếc. Và cụ thể hàng hóa trong tình trạng
như sau:
1. Khi tàu về đến cảng, cụ thể là khi hàng được dỡ lên cầu cảng, lô hàng đã được phát hiện thấy
thiếu 7 kiện, mỗi kiện đựng 2 bình, mang số từ 08 đến 15, thiếu tổng số 14 chiếc.
2. Trong 136 chiếc đã giao có:
 ● 4 chiếc không phải là bình kiểu Heaterman 191VA mà là kiểu 191WH, không nằm trong đơn
hàng.
● 2 chiếc bị vỡ không sửa chữa được.
3. Chuyến hàng cũng có 4 chiếc lò sưởi (heater) kiểu 191VL không thuộc đơn hàng này. Hãy viết
thư khiếu nại để bà Vân Anh, trưởng phòng nhập khẩu của TOCONTAP ký, theo những hướng
giải quyết như sau:
a. Đề nghị người bán gửi ngay 14 chiếc chưa giao, và hàng thay thế cho 4 chiếc bình kiểu 191WH
không đặt mua và 2 chiếc bị hỏng không sửa được, tổng cộng là 20 chiếc.
b. Nếu trong vòng 45 ngày kể từ ngày ghi trên thư này, số hàng nói trên không về đến Việt Nam,
TOCONTAP sẽ mua hàng của nhà cung cấp khác mà công ty M.D EDWARD phải chịu mọi tổn
thất phát sinh từ việc này.
c. Đối với 4 chiếc lò sưởi 191VL, TOCONTAP sẵn sàng bán hộ với giá cao nhất có thể được và do đó
đề nghị người bán báo giá; hoặc giả nếu M.D EDWARD không đồng ý với phương án này, thì
cho biết ý kiến xử lý càng sớm càng tốt.
Lưu ý:
● Biên bản Giám Định của SGS số 215/VCL
● Tàu chở hàng là tàu Hậu Giang
Anh/ Chị cần bổ sung những chi tiết cần thiết để bức thư khiếu nại đầy đủ và thuyết phục hơn.
_________________________________________________________________________________________________

TOCONTAP
Saigon Sundries Export-Import Jsc
39 Nguyen Hue
Ho Chi Minh City
Vietnam

Telephone: +84-8-8214356
Fax: +84-8-8214356

June 25th 2021

M.D EDWARD Ltd
Finwell House
26 Finsbury Square
London EC2
United Kingdom

Dear Sirs,

We are writing to complain about the consignment of 150 units of Water heaters MD Heaterman
191VA under our order No. 2315TL, carried by MV. Hau Giang, arrived at Saigon port yesterday, 25 June
2021, in shortage and wrong condition.

Upon the arrival of the goods at the port, SGS surveyors were invited to inspect the consignment, and
their Survey Report No. 215/VCL showed that the consignment contained 136 units of Water heaters
MD Heaterman 191VA instead of 150 units as ordered, making a shortage of 7 cases, marked with
number 8-15, 2 units each case, totalling 14 units.

Moreover, out of the 136 units received, 10 units were the Heaterman 191WH, which were not ordered,
and 2 units broken beyond our repair.

The consignment also contained 4 units of Heaters MD 191VL, which were out of our order.

As we are in urgent need of the goods to complete delivery to our local customers, we must ask you
to deliver the replacement for 14 units of the undelivered goods, 4 units of wrongly delivered goods,
and 2 units of broken goods, totalling 20 units at your costs as soon as possible, but no later than 9
August 2021.

Regarding 4 units of Heaters MD 191VL, we are willing to dispose of them at the highest possible price,
so please send us your quotation of this item. However, if you do not accept this suggestion, please let
us know your settlement as soon as possible, but no later than 2 July 2021.

We are pleased to enclose B/L, Packing List, Invoice, ROROC, CSC, and Survey Report No. 215/VCL as
evidence of our complaint, for your reference.

We are very afraid to tell you that we will be forced to look for another supplier at your disposal if the
goods cannot reach us within 45 days from the date of this letter.

We hope to hear from you soon.

Yours faithfully,
(signed)
Van Anh (Ms.)
Chief of Importing Department

Enc. B/L, Packing List, Invoice, ROROC, CSC, Survey Report No. 215/VCL.