This document discusses different types of important business letters, including letters of inquiry and order, collection letters, and letters of complaint. It provides guidance on writing each type of letter for both customers and sellers. For inquiries, it notes the information a customer should include and how a seller should promptly acknowledge. For orders, it outlines what a customer's letter should contain and how a seller should quickly respond or explain any issues. It also discusses different types of orders. For complaints, it provides tips on what details a letter should include and how suppliers should deal with complaints politely. Finally, it discusses collection letters and the different stages in a series of collection letters to tactfully request past due payments.

1. Important Business Letters
• Letter of Inquiry and their replies
• Letter of Order and their replies
• Collection letter and their replies
• Letter of complaint and their replies

2. INQUIRIES AND THEIR REPLIES
Before placing an order a customer inquires about the
product/service he proposes to purchase.
FOR CUSTOMER:
• you clearly state what you want
• general information
• catalogue/price-list/brochure, samples, quotation
• special rates or discounts
FOR SELLER:
• Enquiries mean potential business, so they must be
acknowledged promptly.

3. ORDER LETTERS
When replies to enquiry letters meet the requirements,
orders for goods and services are placed. These are legally
accepted letters.
FOR CUSTOMERS:
• Order letter must be accurate clear and precise.
• The letter must contain details of the order such as quality, quantity and
price.
• Specify the shape, size, colour, type of the product to order.
• Refer to the catalogue/sample sent by the seller
• State the place, date and mode of delivery of the order.
• Prices, discounts and terms of payment must be confirmed
• Insurance of the goods in transit
• Right to reject the goods on account of defect/ deviation/ delay

4. Types
• The trial order
• Repeat order
• Routine order
• Conditional order
Letters from buyers side
• Order letter
• Request for change in order
• Request for cancellation of order
Letters from buyers side
• Acknowledging an order
• Rejecting order
• Dispatch of goods advice note
• Payment note (PI/ Invoice)
ORDER LETTERS

5. FOR SELLER:
• The seller has to respond quickly with an
acknowledgement.
• In case of problems such as delays or non-availability
of ordered goods he must explain the reasons,
apologise for the inconvenience and state when
delivery or substitution may be possible.
• Orders may be declined if terms and conditions are
not satisfactory and if the seller is not confident
about the buyer's credit status. But such letters must
be diplomatic and carefully worded so as not to lose
future business.
ORDER LETTERS

6. COMPLAINTS,
CLAIMS AND ADJUSTMENTS
Complaints may be regarding –
• wrong goods
• non-delivery or late delivery of goods
• quality or quantity of goods not as per the order
• damaged or spoilt goods
• poor service.

7. A customer should keep in mind the following points when
drafting a complaint letter:
(a) The letter should provide full details such as –
– Date and time of order and delivery
– Nature and quantity of goods/ services availed
– Details of what exactly went wrong
– Nature of loss to the buyer
– How best buyer can be compensated for the loss
(b) Do not delay in making the complaint as the supplier
find it difficult to investigate.
(c) Suggest how the matter can be rectified or enquire what the
supplier proposes to do about your problem.
(d) Do not assume that the supplier is the only one to blame.
(e) Letter should be firm but polite.
COMPLAINTS, CLAIMS & ADJUSTMENTS

8. Supplier dealing complaint
• Dealing with the complaint requires tact
• Most suppliers appreciate/ thanks for complaints
• Although the “customer is always right”, do not
hesitate to point out politely if the complaint or claim
is unreasonable.
• If you are to blame, admit it gracefully
• It would help if both the customer and supplier
displayed courtesy in their letters.

9. Adjustment policies
1. “Customer is king” policy
2. “Let the buyer beware” policy
3. “Fair claim, fair adjustment” policy
Types of Adjustment letters:
1. Expressing regret for cause of complaint
2. Accepting mistake and granting adjustment
3. Partial adjustment in case of diff in opinion
4. Not granting adjustment, but be polite
5. Third party at fault, sought adjustment from them

10. COLLECTION LETTERS
Collection letters are sent to customers who have failed to clear their
accounts at the right time or by the period mutually agreed upon.
It should not be assumed that the customer is willingly a defaulter.
At the same time there are customers who are ready to invent excuses and
who need to be tackled carefully.
Whatever be the cause of delay, collection letters must be polite and tactful.
Every customer should be given the opportunity to pay by
sending one or two reminders.

11. The usual collection methods are:
• Phone call
• Fax
• Sending letters
• Personal visits
COLLECTION LETTERS

12. The style and the tone of the letter will depend on the age of the
debt, how important the customer is and whether delayed
payment is customary.
Collection letters are planned in series.
Notifying stage
Reminding stage and Suggesting Stage:
Final Appeal stage
Warning stage
SERIES OF COLLECTION LETTERS