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
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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
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
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- 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.
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.
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PART I. Sample letters
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 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
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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?
2. What does the supplier offer?
3. Which reference identifies the mats?
4. What method of payment has been arranged?
5. If the letter had been begun with Dear Mr___, what would the complimentary close
be?
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2. Order form for sweaters
F. Lynch & Co. Ltd.
Nesson House, Newell Street, Birmingham B3 3EF, UK
Telephone: 021 236 789 Fax: 021 236 8592 Telex: 341641
Hoang Gia Co., Ltd. 9 March 20--
76 Tran Phu Street District 5
Hochiminh city Vietnam
ORDER No. 3678
Cat. Price c.i.f.
Quantity Item description
No. London
5,000 V Neck: 3,000 R 432 USD 13.80 each
4,000 Black/ 1,500 Beige R 541 USD 12.60 - do -
Crew Neck: 1,500
Note: subject to 5% Total value: ..........
quantity discount (In words: ............)
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
Comprehension questions
1. Who is the writer?
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2. Which reference identifies the sweaters?
3. What sort of discounts has been agreed?
4. By when should the order be delivered?
5. If F. Lynch & Co. has further correspondence with Hoang Gia Co. on this order, what
reference would they use?
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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
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Comprehension questions
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
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4. Advice of despatch
Dear Mr. …
Order 81432
The above order has now been completed and sent to Liverpool Docks where it is
awaiting loading onto SS Manitoba which sails for Dawson Canada on the 16 July and
arrives on 30th July.
Once we have the necessary documents we will hand them to 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
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Comprehension questions
1. How will the consignment be sent?
2. When is it due to arrive in Canada?
3. What will happen to the documents once the seller receives them?
4. What did the seller do about the item they could not supply?
5. Which words in the email have a similar meaning to the following?
a. essential
b. forwarded
c. in accordance with
d. apart from
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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 weeks
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
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Comprehension questions
1. Why has the seller not completed the order?
2. How do they intend to overcome the problem?
3. When do they now expect the order to be completed?
4. Can the buyer cancel the order if they want to?
5. What is the ‘decision’ referred to in the last paragraph?
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PART II. Vocabulary
Alternative: lựa chọn khác
Case: thùng hàng (kín)
Counter-offer: hoãn chào giá
Crate: thùng hàng (thưa)
Crockery: đồ chén đĩa
Effect: thực hiện
Fancy rush mats: chiếu cói
Fragile: dễ vỡ
Instruction: chỉ dẫn
Item: mặt hàng
Mark: ký mã hiệu
Outstanding (balance/account): còn nợ, chưa thanh toán
Principals: công ty ủy thác
Quantity discount: chiết khấu số lượng
Sailings: các chuyến tàu
Steel hooped: đai thép
Subject to: theo, tùy thuộc
Wrap: Gói
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PART III. Business expressions
1. We thank you for your offer No. Chúng tôi cảm ơn sự chào hàng số 303/RM
303/RM dated 10th July. của ông đề ngày 10/7.
2. We have pleasure in placing our order on Chúng tôi rất vui mừng đặt hàng theo những
the following terms and conditions. điều khoản và điều kiện sau.
3. Payment is to be made by an irrevocable Thanh toán bằng thư tín dụng không thể hủy
letter of credit opened in favor of the ngang mở qua ngân hàng thương mại
seller to the account at Vietcombank. Vietcombank cho người bán hưởng.
4. They have asked us to instruct you that Họ đã yêu cầu chúng tôi cho ông biết là 60
the 60 sets of crockery ordered should be bộ chén đĩa được đặt cần phải đóng gói
packed in six crates, ten sets per crate, trong sáu thùng, mỗi thùng 10 bộ, mỗi chiếc
with each piece individually wrapped, phải được gói riêng, và các thùng phải được
and the crates marked clearly with their ghi rõ tên của công ty họ, có các chữ ‘hàng
name, the words ‘fragile’, ‘crockery’ and dễ vỡ’, ‘hàng chén đĩa’, và được đánh số từ
numbered 1 – 6. 1 – 6.
5. If the colors they have chosen are not in Nếu không có màu sắc mà họ đã chọn, họ sẽ
stock, they will accept an alternative chấp nhận màu khác miễn là mẫu mã đúng
provided the designs are those stipulated như quy định trong đơn hàng.
on the order.
6. Let us have a copy of the commercial Đề nghị gửi cho chúng tôi bản sao của hóa
invoice when it is made up. đơn thương mại khi nó được lập xong.
7. The above order has now been Đơn đặt hàng trên hiện đã được hoàn tất và
completed and sent to Liverpool Docks chuyển tới cảng Liverpool, đang chờ được
where it is awaiting loading on to SS bốc lên tàu SS Manitoba đi Dawson,
Manitoba which sails for Dawson Canada.
Canada.
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8. We have taken special care to see that Chúng tôi đặc biệt lưu ý tới việc hàng hóa có
the goods have been packed as per your được đóng gói bao bì như thông báo của quý
instructions. ngài không.
9. We managed to get all items from stock Chúng tôi đã sẵn sàng giao mọi mặt hàng,
with the exception of Cat. No. G16 trừ mặt hàng số G16 trên ca-ta-lô, là loại
which we only had in red. chúng tôi chỉ có màu đỏ.
10. We regret this unfortunate situation Chúng tôi rất tiếc về tình huống không may
over which we had no control and nằm ngoài tầm kiểm soát của chúng tôi và
apologize for the inconvenience. chúng tôi xin lỗi về sự phiền phức này.
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PART IV. Exercises
I. Fill in the blanks with the appropriate words
1.
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)……………
Harald Kjaer
Sales Manager
2.
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.
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3. Choose the best verb or phrase to complete each sentence
1. We would like to .......................
place 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
cancel your order.
you preferred to .......................
3. I am writing toacknowledge
....................... 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 .......................
dispatched
from our depot.
5. Please .......................
confirm your order in writing, so that we can inform your distribution
depot.
shipped yesterday on the MV Oxford.
6. Your order was .......................
reject
7. Unfortunately, we shall have to ....................... your order unless payment is settled in
cash.
handled/made up/processed
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.
receives/ transfers/ hands over
9. As soon as the bank ....................... the shipping documents, the credit will be released.
substitutes
10. If some of the items are out of stock, please do not send .......................
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)
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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)
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. Airway bill e. Amount taken off the usual selling price of
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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.
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 the
now because people don’t buy capacity to supply an order as
enough of it. large as this.
2. We can’t sell you anything b. We can’t let 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 in
you suggest as our profit such a short time.
margins are extremely low.
4. We can’t possibly fill this huge d. We have stopped manufacturing
order: it’s more than our total this product as there is no longer
output for at least six months. sufficient demand.
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5. Unfortunately, we cannot e. We regret that we would only be
guarantee delivery within five prepared to supply on a cash
working days. basis.
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IV. Translation
A. English-Vietnamese Translation
1. We are pleased to inform you 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 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 there will be a three-week delay 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 you will find most
manufacturers are experiencing the same difficulties at present.
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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 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 months.
9. We receive your order for ACN dynamos today, but regret that due to a strike at the
ACN factory we are unable to fulfil it 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.
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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 hoàn tất việc bán hàng cho khách hàng của chúng tôi.
7. Chúng tôi hy vọng nhận được chấp nhận bán hàng/ thông báo giao hàng của quý ngài
bằng thư về. 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 7 ngày tính từ ngày đặt hàng.
9. Nếu hàng bán chạy như chúng tôi mong đợi, sau này, chúng tôi sẽ đặt thêm các đơn
hàng khác.
10. Chúng tôi hy vọng rằng việc thực hiện đơn hàng này sẽ dẫn tới các quan hệ làm ăn
giữa 2 công ty chúng ta về sau này.
V. Letter-writing
1. Công ty anh chị muốn mua 1 số máy hút bụi (Vacuum Cleaner) nhãn hiệu KS20A của
hãng Sankey để bán tại Việt Nam. Anh/chị hãy thảo một thư đặt hàng với nội dung sau:
1. Rất cảm ơn SANKEY đã gửi ca-ta-lô và hàng mẫu cùng báo giá.
2. Chúng ta có thể chấp nhận mức giá chào, tuy nhiên cũng cần lưu ý công ty SANKEY
cho ta hưởng tỷ lệ chiết khấu là 6% cho đơn hàng đặt mua trên 2000 chiếc vì đây là
đơn đặt hàng đầu tiên.
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3. Đề nghị SANKEY cho ta hưởng thời hạn chậm trả L/C là 8 tháng vì đây là mặt hàng
mới trên thị trường ta cần phải có thời gian mới tiêu thụ được.
4. Nếu đơn hàng đầu tiên này bán chạy trên thị trường chúng ta sẽ sẵn sàng kí hợp đồng
đại lý tiêu thụ với 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.
Anh/chị có thể thêm các chi tiết cần thiết khác để đảm bảo thư có nội dung và văn phong
phù hợp.
Bắt đầu thư bằng Dear Sir.
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2. 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, Sales Director.
- Use the order number as the subject title – No. W6164.
- Thank him for his letter of 1 July, catalogue, and price list.
- Tell him you enclose the above order, and remind him that we expect delivery
within six weeks. We will pay by banker’s draft when we receive the shipping
documents.
- Explain that if items are not available, they should not send substitutes.
- Ask him to email me if there are any problems with delivery.
- Close by saying we look forward to receiving acknowledgement of the order.
Many thanks
Dieter
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