HANDLING ORDER

A. How To Write The Letter

1. Acknowledging Order
As soon as an order is received , it should be acknowledged. Acknowledgement
letters are important as they allow others to know that you value their time and opinion.
They effectively communicate your input to necessitate further action. They ascertain
accomplishments and achievements. They confirm and clarify and build goodwill and
trust. Writing Acknowledgement Letter is important as mentioned above. And to know
what to write and how to write makes the importance of these letters two fold. This
letter can be quite short. (https://targetstudy.com/letters/acknowledgement-letter/how-
to-write-acknowledgement-letter.htm. downloaded on Sunday, April 11th 2016.)

Acknowledging an Order is sent to inform the customers that their order has been
received and whether their order is accepted or refused.

a. Accepting Order
The letter of accepting order is a formal way of communicating your
acceptance. This could be for an accepting an order, interview, a job, an
invitation or any other situation which calls for your answer. It is a polite and
graceful way of acknowledging something which has come your way. Writing
acceptance letters to give your confirmation may be mandatory in some cases.
Below is a simple guideline on how to acknowledge an order
1) Opening
Mention your customer’s name. Thank the writer for his order/booking.
Mention the quote any order references that appear.
- Thank you for your order No. 3385 which we received today. We are now
dealing with it and you may expect delivery within the next three weeks.
2) Body(Content)
Confirming the order has already been accepted
- We are currently processing this order, which we expect to have ready
for shipment by British-Express Services within two weeks

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 - Your order is now being processed for immediate dispatch and will be
ready for airfreight shipment for delivery to Heathrow Airport London
early next week
Enclose what is requested by customer
- As requested, we will ship it COD no later than Friday, May 5. I am
sure you will be pleased that you chose the Doe 409.
- As requested, we will enclose a packing note with the goods.
3) Closing
- Thank you for doing business with us.
- We look forward to hearing from you soon
- We look forward to working with your company again soon
- We are looking forward to pleasant business relations with your
company.

Example :
Dear Sirs,
Purchase Order No. 4462M

We are pleased to acknowledge your order of 10 June for :

200 large Cat paperweights
100 large Bird paperweights
300 small Rabbit paperweights

We enclose our pro forma invoice as requested. The goods will be despatched by
air on receipt of your banker’s draft.

b. Refusing Order
There are a number of reasons for a firm refusing an order, and some of the
most common are given below. Whatever your reason, you must be polite: the

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words reject and refuse have a negative tone to them, and it is better to use
decline or turn down instead.
1) Out of Stock
You may be out of stock of the product ordered or indeed you may no
longer make it. Note that in either case, you have an opportunity to sell an
alternative product, but remember not to criticize the product you can no
longer supply.
- We are sorry to say that we are completely out of stock of this item and
it will be at the least six weeks before we get our next delivery, but
please contact us then.
- We no longer manufacture this product as demand over the past few
years has declined.
- Thank you for your order for heavy-duty industrial overalls, but
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 hope we will get delivery of a new
consignment within the next two months. We hope you will contact us
then.
- We receive your order for ACN adaptors today, but regret that due to a
strike at the ACN factory we are unable to fulfill the order, and we
realize that other models will not suit your requirements. Hopefully the
dispute will be settled soon so that we will be able to supply you. You
can rely on us to keep you informed of the developments.

2) Bad Reputation
The customer may have a bad reputation for setting their accounts or in
the case of a retailer of say electrical or mechanical products may have
offered a poor after-sales service which effect your reputation. Even in these
cases, it usually serves no purpose to be rude to your correspondent and to
refuse his order outright; better is to indicate terms on which you would be
prepared to accept his order or as in the last three exams les, find a
diplomatic way of saying ‘no’.

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 - We would only be prepared to supply on a cash basis.
- We only supply on payment against pro-forma invoice.
- As there is heavy demand and we have very few of these products and
stock, and are serving on a rota basis. It seems unlikely that we could
deliver within the next four months.
- As our plant is closing for the summer vacation we would not be able to
process your order for the date you have given, therefore regretfully we
have to decline it.
- I am sorry to say that we must turn down your order as we have full
order books at present and cannot give a definite date for delivery.
3) Unfavorable Terms
The supplier may not like the terms the customer has asked for, either for
delivery:
- Delivery could not possibly be promised within the time given in your
letter.
- Two months must be allowed for delivery, as we ourselves have to get
raw materials and rely on our own supplier.
Or Discount:
- It would be uneconomical for us to offer our products at the discounts
you suggest as we work on a fast turnover and low profit margins.
- The usual trade discounts is15% in this country, which is 5% lower than
the figure mentioned in your letter.
- The discount you asked for is far more than we offer any of our
customers.
Or payment:
- We only accept by letter of credit.
- 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.
- Our company relies on quick sales, low profits and a fast turn over, and
therefore we can’t offer long-term credit facilities.

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 4) Size of Order
The quantity required might be too large:
- We are only a small firm and could not possibly handle an order for
20.000 units.
- Our factory does not have facilities to turn out 30.000 units a week.
The quantity required might be too small:
- We only supply orders for ball pens by the gross, but suggest you try a
stationery wholesaler rather than manufacturer.
- The shirts we manufacture are sold in one colour and by the dozen. We
never sell individual garments.
- Our factory only sells material by 30 matre rolls which cannot be cut
up.

Example :
Dear Mr. Taufik,
We are pleased to acknowledge your order about the adventure book, but the book
is empty now. We apologize for this condition because the publisher did not send
the book again.

We will immediately send your order when the book is already available. We will
also send the newest catalogue from our company. Please don’t hesitate to contact
us if you require further information.

Thank you for your order and we look forward to being of service to you in the
future.

Some more examples of Acknowledging an Order (Accepting)

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1.

Manhattan-Windsor
STEWARDS ST., BIRMINGHAM B187AF

Redways Ltd Your Ref : HJ/MD

Unit 161 Order Ref : MH/HW
New Kowloon Industrial Estate
Kowloon 14 June 1984
Hongkong

Dear Sirs,

Purchase Order No. 4462M

We are pleased to acknowledge your order of 10 June for :

200 large Cat paperweights
100 large Bird paperweights
300 small Rabbit paperweights

We enclose our pro forma invoice as requested. The goods will be despatched by
air on receipt of your banker’s draft.

Yours faithfully,

Mary Handy
Mary Handy
Sales Manager

Enc : 1

2.

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 Satex S. p. A.
Via di Pietra Papa. 00146 Roma
Telephone: Roma 769910

Mr. L. Crane,
Chief Buyer Your Ref : Order DR4316
F. Lynch & Co. Ltd Order Ref : D/1140
Nesson House 13 March 1984
Newell Street
Birmingham B3 3EL
UNITED KINGDOM

Dear Mr. Crane,

Thank you for your order (No DR4316) which we are now making up. We have all
the items in stock and will be advising you in the near future.

Yours sincerely,

D. Causio
D. Causio

3.
Dear Mrs. Angela,

We hereby acknowledge receipt upon your order No. 0066/VII/2012 dated July 06,
2012. We herewith send our invoice and a prepared contract in the enclosed files. If
you agree with the terms and conditions, please kindly return a signed copy of the
contract on July 30 at the latest.

We have all requested items in stock and will dispatch the cargo within few days.
Please let us know whether you are interested in shipment by sea or by air.

We assure you that your order will be performed to your entire satisfaction. If there
is any that your enquiry, please do not hesitate to contact our customer service.

4.

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 MEGA ELECTRICAL COMPANY
108 Pasong Tamo Extension
Makati City
July 16th, 2012

Miss Rosalyn V. Aprilo

700 D. Macapagal Avenue,
Luhao, Pampanga

Dear Madam,

Thank you for your order September 1, 2012 with the enclosed certified check for
P 49.000.00. The electrical supplies are being shipped to you today.

Our supplies, of course, are not limited to the items we list. In ordering again,
please feel free to order any item you may enquiry. We allow a liberal discount for
purchases worth P 10.000.00 or more. We are therefore inclosing a check in the
amount of P 5.000.00 representing discount.

This is the first order we have received from you. It is a pleasure to add your name
to our file of customers.

Very truly yours,

Jonna Lozada
Jonna Lozada
Sales Manager

Some examples of Acknowledging an Order (Refusing)

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1.

SP Wholesalers PLC
Old Meadow Road, King’s Lynn, Norfolk PE30 45W
Telephone: King’s Lynn 60841 Cable : SPOLE Telex: 351214

Mr. E. Gower,
Rhuddlan Ref : DY/ML
St. Asaph
Clyd LL17 ORN 7 May 1984

Dear Mr. Gower,

Thank you for your order No. HU1449, which we received today.
Unfortunately we do not feel that we can offer the trade discounts which you have
asked for 35 per cent as we only allow a 25 per cent trade discount to all our
customers regardless of the quantity they buy.
As we think you will agree our price are extremely competitive and it would not be
worthwhile supplying on the allowance you have asked for. Therefore, in this
instance I regret that we have to turn down your order.

Yours sincerely,

D. York
D. York

2.

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Beverage Hill Co. Ltd
Gajipur Main Road,
Gajipur

10th March, 2004

Manager
Proctor Food Ltd.
20, Dhanmondi, Dhaka-1417.

Sub : Refusal of Order No.KV31/04

Dear Sirs,

We thank for your order No. 0/31/04 dated March 1, 04 for 2000 packets of Apple
Juice @ Tk. 100 per packet on or before March 20, 04.

But we regret to inform you that we are unable to supply you the goods within the
time specified because our stock of apple Juice has been exhausted and the
replenishment of stock will take at least one month later.

Under these circumstances we can supply you the goods only if you extend the
time of supply by the month.

Yours faithfully,

MR. RAFIQUE
Sales Service Manager
Beverage Hill co. Ltd

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3.

PT Aneka Buku
78 Rawamangun
East Jakarta 98795

November 17, 2011

Mr. Asep Taufik

Jln Raya Kalimalang 17321
Number 23, West Bekasi

Subject : Reply for Book Order

Dear Mr. Taufik,

We are pleased to acknowledge your order about the adventure book, but the book
is empty now. We apologize for this condition because the publisher did not send
the book again.

We will immediately send your order when the book is already available. We will
also send the newest catalogue from our company. Please don’t hesitate to contact
us if you require further information.

Thank you for your order and we look forward to being of service to you in the
future.

Yours sincerely,

Anna as Pamungkas
Anna as Pamungkas
General Manager

Enc : Catalogue November 17, 2011

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2. Advice of Dispatch

Advice of Dispatch is information by a consignor or supplier to the consignee or

buyer that the ordered goods are ready to be shipped, or have already been shipped. The
supplier also can use an “Advice Note” to inform the shipment to customer.

a. Opening
- Your order No. D/154/T has now been placed on board the SS MITSU
MARU sailing from Kobe on 16 May and arriving Tilbury, London on 11
June. ……….
- We are pleased to advice you that the watches your ordered - No.
88151/24-11.009 August arriving Manchester 13.00. ……….
- Please be advised that your order No. YI/151/C has now been put on the
Glasgow- London express and can be collected at Euston station.
b. Enclose the documents that needed
- .......... The shipping documents have already been sent to your bank in
London for collection.
- .......... Please find enclosed air way-bill DC 15161/3 and copies of invoice
A/13/3.
- …….. Enclosed is consignment note No. 1167153 which should be
presented on collection.
c. Closing
- ………. You should contact us immediately if any problems arise. Thank
you for your order, and we hope we can be of service in the future.
- ……… We have been very happy to serve you and look forward to
receiving your further order.

Example :

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 Dear Mrs. Vivi,
We have pleasure in advising you of the dispatch of your order No. 185T, which
was collected this morning for a transport by Indonesian Air line to Padang.

The air way-bill insurance certificate, invoice for freight and bill of lading are
enclosed together with this letter. We have been very happy to serve you and look
forward to receiving your further order.

Below is some Examples of letters of Advising Dispatch

1.

Satex S. p. A.
Via di Pietra Papa. 00146 Roma
Telephone: Roma 769910
Mr. L. Crane,
Chief Buyer Your Ref : Order DR4316
F. Lynch & Co. Ltd Order Ref : D/1140
Nesson House 13 March 1984
Newell Street
Birmingham B3 3EL
UNITED KINGDOM

Dear Mr. Crane,

We would like to advise you that your order has been shipped on the SS Marconissa
and should reach you within the next ten days.
Meanwhile our bank has forwarded the relevant documents and sight draft for
£2.354.00 to the Northminster Bank (City Branch) Birmingham.
We are sure you will be pleased with the consignment and look forward to your next
order.

Yours sincerely,

D. Causio
D. Causio

2.

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 GLASTON POTTERIES Ltd.
Clayfield, Burnley BB10 1RQ

Tel. 0315 46125

Cables. BURNCLAY Registered No. 716481
Telex : 8801773 VAT Registered No. 133 534108

MacKenzie Bros Lt 14 July 1984

1-5 Whale Drive
Dawson
Ontario
CANADA

Dear Sirs,
Order R1432
The above order has now been completed and sent to Liverpool Docks where it is
waiting loading onto the SS Manitoba which sails for Dawson Canada on the 16
July and arrives on 30 July.
Once we have the necessary documents we will hand them to Burley 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
instruction, the six crates being marked with your name, and numbered 1-6 Each
crate measures 6ft x 4ft x 3ft and weighs 5 cwt.
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 required, please contact us. Thank you very
much for your orders, and we look forward to hearing from you again soon.

Yours sincerely,

J. Merton
J. Merton
Sales Manager

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3.

Dear Sirs,

We are pleased to confirm that all the books which you ordered on 3rdApril have
now been obtained and are packed ready for dispatch.

The consignment awaits collection at our warehouse and consist of two cases, each
weighing about 100 kg. arrangements for shipment, c.i.f. Singapore have already
been made with Watson & CO Ltd, our forwarding agents and as soon as we receive
their statement of against our draft for acceptance, as agreed.

We appreciate this opportunity to serve you and look forward to further business
with you.

Yours faithfully,

Nick Dunn
Nick Dunn

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