Types of business letters. Complaints and adjustments

References
Ashley (Oxford), unit 7
English for Business, p. 6-7
https://www.prismnet.com/~hcexres/textbook/complnt.html
https://lektsii.org/3-17434.html

Plan
1. Most common cases.
2. Vocabulary.
3. Structure of a complaint.
4. Language.
5. Examples.
6. Adjustment (reply) structure.
7. Examples.

1. Most common cases
A letter of complaint is sent when:
1. Short-delivery/short-shipment (недопоставка товара), goods not ordered have been received: it’s necessary to check the packing list (упаковочный лист) as well as the invoice.
2. Goods of an inferior quality (the goods are not up to standard): the buyer may accept damaged goods if supplier offers a discount, but if the goods unsalable the buyer will demand replacements.
3. Discrepancy (несоответствие) between the description in the brochure and the goods arrived.
4. Damages of articles: usually the business of insurance companies but if it is caused negligence of the packers (inadequate packing) the insurance companies will not accept responsibility.
5. There is delay in shipment:
- companies usually have a penalty clause (пункт о штрафах) in their contract to protect them against loss from delay;
- if the delay is very long the buyer may cancel the order, and there may be great loss to both.
6. Misdirection and errors in addressing.
7. Manufacturing defects (found out through equipment operating).

2. Vocabulary

3. Structure
1. Opening.
2. Explaining the problem.
3. Suggesting a solution.
4. Sanctions – not obligatory.
5. Closing.

4. Language
No apologizing! (no “I am sorry” or “I regret”):
I am writing to inform you;
I am writing with reference to your Order 345…;
No emotions! (no disgusting, amazed etc.):
This is the third time this mistake has occurred and we are far from satisfied with the service you offer.;
I think the reason that (…) is because…

Language
No: “you must, don’t, you made an error, fault, blame”!
Better: Passive, impersonal structures, if, could, should, would:
This mistake must be corrected as…
There appears to be an error on the statement…
There seem to be some misunderstanding…
Unless you can fulfill our orders efficiently in the future, we will have to consider changing to another supplier.
The best solution would be for me to…
If I send you.. and deduct it from my next statement, that should put the matter right

5. Example
It is not our fault
The mistake could not have originated here, and must be connected with the dispatch of the goods