National Economics University

English for Commerce 2

COMPLAINTS AND
ADJUSTMENTS
MSc. Ha Le
Email: haltt@neu.edu.vn

Economics and Commercial Business Department

School of Trade and International Economics
 Complaints, Claims and Adjustments

- A complaint letter informs the company that

the customer is dissatisfied with the goods or
services.
- A claim is a complaint to inform the company
of the problem and suggest a fair compensation.
- An adjustment is the company’s reply to the
complaint/claim.

2
Complaints and Adjustments

Why are there

complaints?

How to make a
written complaint?

How to deal with a

complaint?

3
 Why are there complaints?

• damaged goods
• wrong goods
• inferior quality goods
• wrong goods/ non-delivered goods
• short shipped/ insufficient goods
• late delivery
• or the unreliable buyer

4
 Making a written complaint
Points to remember before making complaints:
1. Make sure your facts are right: Having to complain is annoying,
but complaining without good reasons will also annoy your
correspondent more.
2. Make complaints as soon as you realize a mistake
3. Purpose: not to express anger but to get results. Therefore:
avoid a rude, hostile or demanding tone. State the conditions
of the goods, the reasons for being dissatisfied.
4. Do not assume that the supplier is automatically to blame.
5. Suggest solutions:
E.g: reduce prices; repair at the seller’s expense and risks; accept
the delivered goods at a discount; put the goods at the seller’s
disposal 5
 Making a written complaint

Six parts:
1. Opening
2. State of goods in further details
3. Explanation of the problem (optional)
4. Enclosed documents
5. Suggestions for solutions
6. Closing

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 Opening

§ Acknowledge the consignment: name of goods,

order number, name of vessel, delivery dates…
§ Describe briefly the problem

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 Opening

• We would like to inform you that the

consignment of … was in damage.
• I am writing to complain about the
consignment of … shipped by/ carried by/
shipped on board (name of vessel), arriving
at (port) on (date) …
• … which arrived at Sai Gon port on (date)
• … under/against Order No. P123/ the above
order
8
 Opening

• I am writing with reference to Order No. P32,

which we received yesterday.
• We thank you for so promptly delivering (the
goods) we ordered on (date). However, on its
arrival at Sai Gon port on (date), it was
reported (found/ discovered) missing (short-
delivered/ damaged/ in damage/ in a damaged
condition/ in a short and damaged condition).

9
 State of the goods in further details

• Upon the arrival of the consignment (goods)

at the port, it was found (discovered) that …
• On opening the parcel received this morning
we found that …
• When we opened the cases (we had the cases
opened), it was found that …

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 State of the goods in further details

• ... under (with/by) the supervision of an

inspector (a surveyor) from Vinacontrol in Ho
Chi Minh City
• ...with the presence of the representatives
from the local Vinacontrol, the condition of
the goods has been stated as follows.

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 State of the goods in further details

Wrong Delivery
• Against 20 items ordered (stated in the invoice),
the actual consignment consists of only 18 items.
• There is a difference between your invoice and
the packing list. The actual consignment …
• In accordance (conformity) with our contract,
the consignment must include…, but we found…
• The delivery consisted of … instead of … I asked
for. 12
 State of the goods in further details

Low Quality
• The goods are not up to our requirements
(expectations).
• The goods do not tally with the samples.
• The consignment does not meet the standard
we required.
• The quality is low. (inferior to/ below the
standard)
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 State of the goods in further details
Damage
• Out of 20 items ordered (received), 2 items
have been seriously broken (crushed/ dented).
• The boxes were damaged and looked as if they
had been broken open in transit (during
transportation).
• Case No. 12 under the above order was reported
damaged.

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 Explanation of the problem

• We presume (reckon/suppose) that …

• The representatives from Vinacontrol hold
(maintain) that …
• The shortage was due to the mistake in packing.
(due to careless/improper/inadequate/ poor
packaging).
• I think the reason that wrong sizes have been sent
to me is because I am ordering in metric sizes, and
you are sending me sizes measured in feet and
inches. 15
 Enclosed documents

• To prove the situation (what we have said) …

• To support our complaint (case), we enclose
herewith:
§ a Survey Report (SV)

§ a Cargo Outturned Report (COR)

§ a Report on Receipt of Cargo (ROROC)
§ a packing list/ an invoice/ a Bill of Lading

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 Suggestions for solutions

• to put (hold) the goods aside at one’s disposal

• to put aside (on one side/at our warehouse)
until receiving further instructions
• to return the goods by parcel post for
immediate replacement
• to return (send back) the goods at your expense
• to sell (dispose) the goods at the highest
possible (obtainable) price
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 Suggestions for solutions

• to arrange to deliver the remaining items as soon

as possible
• to send the replacements before (by) …
• to pick up the wrongly-delivered goods
• to offer a discount (a price reduction/ a credit
for the next orders)
• to arrange shipment of the missing goods/ to
arrange for repairs within (not later than) …
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 Closing

Express hope for a prompt and satisfactory

solution of the problem
• We look forward to your sensible (acceptable/
satisfactory) solution.
• We hope you will look into (take up) the matter
and have it solved immediately.
• We hope the matter would be put right in no
time (at once).
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 Closing

• In case there is no satisfactory solution within a

month, we have no choice but (we are obliged)
to take legal action.
• We feel there must be some explanation for this
delay and await your prompt reply.
• We hope to learn that you are prepared to make
some allowance in these circumstances.
• I hope to receive a complete refund soon.
20
 The language of complaints

1. Avoid emotional terms like disgusted, infuriated, or

amazed. Dissatisfaction can be expressed by saying:
• We are far from satisfied with the service you
offer.
• Please ensure that this sort of problem does not
arise again.
• Unless you can fulfil our orders efficiently in the
future we will have to consider changing to
another supplier.
21
 The language of complaints

2. Use the passive and impersonal structures to

avoid being rude or personal.
Make the following sentences more polite:
• You must correct your mistake as soon as
possible.
• You made an error on the statement.
• You don’t understand the terms of discount. We
told you to deduct discount from net prices, not
CIF prices. 22
 The language of complaints

2. Use the passive and impersonal structures to

avoid being rude or personal.
• The mistake must be corrected as soon as
possible.
• There appears to be an error on the
statement.
• There seems to be some misunderstanding
regarding terms of discount. Discount is
deducted from net prices, not CIF prices.
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 The language of complaints

3. Avoid using words like your/our fault or blame.

For example:
• It is not our fault. It is probably the fault of
your despatch department.
Instead, write:
• The mistake could not have originated here, and
must be connected with the despatch of the
goods.
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Practice 1
Nam Viet Co., Ltd.
50 Truong Chinh Street, Hanoi, Vietnam

Your Ref:
Our Ref: NP/26
Date:______

Pyramid Co.
235 High Street
Singapore 20073

Dear Mr Smith
Re: Contract No. 107/05 25
 Practice 1

We are writing with reference to the above contract

covering a purchase of 1,000 mirrors packed in one
container, which arrived at Hai Phong port on 5
January 20__.

(We received the consignment of 1,000 mirrors packed

in one container against the above contract, which
arrived at Hai Phong port on 5 January 20__.)

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 Practice 1
However, on unpacking the container under the
supervision of the Customs and local Vinacontrol’s
representatives, it was found that out of 100 cartons,
20 had (contained) broken goods, estimated at about
15% of the contract value, equivalent to US$2,500.00
(an equivalence of US$2,500.00).

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Practice 1

We proceeded to have a Survey Report made and it

confirmed our findings that this problem arose in
transit (during transportation) and resulted from
substandard (poor) packages which are not suitable
for fragile goods. It appears that the packaging was
not in conformity with our packing instructions sent
to you before shipment.

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 Practice 1

On the strength (basis) of the Survey Report we would like

to lodge (register) our claim as follows:
+ Damaged goods value US$ 2,500.00
+ Inspection fee : US$ 150.00
+ Total claim: US$ 2,650.00
Would you please pay the above sum by T/T to our account
at Vietinbank on account No. … stated in the contract.

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 Practice 1

We would like you to pay due (proper) attention to the

packaging of the next orders that contain fragile glass
items.
We look forward to your early settlement for this claim.
Yours sincerely
(Signed)
Nguyen Phuong
Director
Enc. Documents required for the claim.

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 Replying to letters of complaint

Points to remember when replying to letters of

complaint:
§ Complaints should be answered promptly.
§ Emphasize solution rather than the error.
§ If unjustified, be firm but polite, and try not
to offend.
§ If you are at fault, express regret and admit
it. 31
Replying to letters of complaint

Points to remember when replying to

letters of complaint:
§ Explain how the matter will be put right
or has been rectified.
§ Never blame staff.
§ Reassure the customer of future good
service, to build loyalty.

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 Parts of a replying letter

Four to five parts:

1. Opening
2. Asking for time to investigate the complaint
3. Explaining the mistake/ Rejecting a complaint
4. Solving the problem
5. Closing

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 Opening

Acknowledge receiving the complaint, and

thank your customer for informing you.
• Thank you for your letter of … informing us
that …
• We would like to thank you for informing us
of our accounting error in your letter of …
• We are replying to your letter of … in which
you told us that … 34
 Asking for time to investigate the complaint

• While we cannot give you an explanation at

present, we are looking into the problem and
will contact you again shortly.
• Would you please return samples of the
items you are dissatisfied with, and I will
send them to our factory in Mumbai for
tests.

35
 Explaining the mistake and telling what has
been done
• The mistake was due to a fault in one of our
machines, which has now been corrected.
• There appears to have been some confusion in
our addressing system, but this has been
sorted out.
• As we are sending out orders promptly, I think
these delays may be occurring in transit. I
shall get in touch with the haulage
contractors. 36
 Solving the problem

Having acknowledged your responsibility, you

should put matters right ASAP, and tell your
customer that you are doing so.
• 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;
they may be destroyed.

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 Solving the problem

• Please would you return the whole consignment

to us, postage and packing forward, and we will
ask the shipping company to come and inspect
the damage so that they can arrange
compensation.

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 Rejecting an unjustified complaint

Be firm but polite. Deny responsibility but try

to give explanation of the problem.
• We have closely compared the articles you
returned with our samples and can see no
difference between them. Therefore, in this
case we are not willing either to substitute
the articles or to offer a credit.

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 Closing

Mention that the mistake is an exception.

Apologize for the inconvenience.
• It is unusual for this type of error to arise, and
the problem has now been dealt with.
Nevertheless, we are very sorry for the trouble it
has caused you.

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 Closing

• Finally, may we say that this was an exceptional

mistake and is unlikely to occur again. Please
accept our apologies for the inconvenience.
• We are sure that you will be satisfied with the
replacements and there will be no repetition of
the faults. Thank you for your patience in this
matter, and look forward to hearing from you
again.

41
Practice 3
High Technology Co. Ltd
36 Ba Trieu Street, Hanoi, Vietnam
Telephone and fax: 048-38269743
Your Ref:
Our Ref:
15 December 20__

Brexport
West House
12 Green Lane
London WC209
UK
Dear Mr Smith
Re: Order No. 479NQ
42
 Practice 2
We are writing with reference to the consignment of
500 air conditioners, model AL309, under the above
order shipped on the SS White Lotus which arrived at
Hai Phong port on 15 December 20__.
On examination, the consignment was found in a short
(missing) and damaged condition. We asked
representatives from Vinacontrol in Hai Phong to make
a survey report which shows (indicates):

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 Practice 2
• Out of (Of) the 500 air conditioners ordered, only
495 were delivered; 05 were missing.
• 03 of the delivered units were seriously damaged
in transit due to poor (substandard) packaging.
We enclose herewith the Survey Report and the
photos of the damaged goods and must ask you to
send the missing units not later than 05 Mar 20__ as
we urgently need them to complete delivery to a 5-
star hotel, 4 km to the South of Hanoi, which is due
to open by the end of March 20__.

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Practice 2
We are holding the three damaged units at your
disposal. You could either send someone to pick
them up or have them repaired and sell them off.
We would also be grateful if you could reimburse us
by T/T to our account at Vietcombank the
compensation of US$2,730.00 for these three units
(US$ 910.00 per unit) with all the expenses to your
account.
We look forward to your early satisfactory solution.
Yours sincerely
(Signed)

Enc. 1. Survey Report 45

2. Photos of the damaged goods

 I. Points to remember when
writing letters
1. The layout and presentation of your letter are
important as they give the receiver the first impression
of your company’s efficiency.
2. Write both the sender’s and the receiver’s address in as
much detail as possible and in the correct order.
3. Make sure you use the receiver’s correct title in the
address and salutation. If in doubt as to whether a
woman is single or married, use Ms.
4. Do not write the month of the date in figures.
5. Choose the correct salutation and complimentary close:
Dear Sir/Madam with Yours faithfully
Dear Mr. Smith, with Yours sincerely,
6. Make sure your references are correct.
7. Make sure your signature block tells your reader what
he or she needs to know about you.
 II. Points to remember when making
an enquiry
1. Give details of your own company as well as asking
for information from your prospective supplier.
2. Be specific and state exactly what you want. If
possible, quote box numbers, catalogue references,
etc. to help your supplier identify the product/s.
3. Ask for a sample if you are uncertain about a
product.
4. Suggest terms and discounts, but be prepared for the
suppliers to make a counter-offer.
5. Close with an expression such as I look forward to
hearing from you and / or indicate the possibility of
substantial orders or further business.
 III. Points to remember when
giving quotations or offers
1. In salutations, use the customer’s name rather than
Dear Sir/ Madam.
2. Let the customer know early in the letter whether or
not you can help them.
3. Make sure that you have supplied all the information
you think will help your customer including if relevant
catalogues and price lists.
4. Thank the customer for contacting you, and encourage
further enquiries.
5. When giving a customer a quotation, in addition to the
price quote transport and insurance costs, any
discounts, method of payment, and delivery date.
6. Do not promise a delivery date that you cannot keep.
IV. Points to remember when ordering
1. Even if you use an official order form when placing
an order, it is a good idea to send a covering letter
confirming terms of payment, discounts, delivery,
and packing.
2. Orders should be acknowledged as soon as they are
received. Email is a convenient way of
acknowledging them quickly.
3. When sending an advice of despatch, remember
that, if collection requires original documents, you
cannot fax these or attached them to an email
message.
4. If there are problems with delivery, tell your
customer immediately what you intend to do to
correct them. Apologize for the inconvenience.
5. If you turn an order down, be polite, and generalize
the terms you use so that the customer does not
think this refusal only applies to them.
V. Points to remember when making
and replying letters of complaint
1. Minor complaints can be faxed or emailed but use
letters when dealing with more serious ones.
2. Before writing a letter of complaint make sure you
have got your fact right.
3. Complaints are not accusations, they are requests to
correct mistakes or faults. They should be written
remembering that the supplier almost certainly want
to put things right.