International Business
Correspondence 4
SGU

Order Letter
Order letters specify what and how you are purchasing
a product. If the quotation submitted by a trader
meets with his customer's approval, an order will
result. Orders are often placed on a basis of a sales
letter, a newspaper announcement.

Principles of order letter writing
The nucleus of the order letter is a listing of the items
the sender wishes to purchase. It is essential to give a
full description of the products.
An order letter should be composed of:
- outline what you want.
- Give detail about the item-order number, catalog
page, model, color, size, and quantity.
- Provide shipping instructions.
- Specify your method of payment.
- Include special instructions.

When sending an order letter:
1/ Include full details of description, quantities, and prices,
and quote catalog number,
2/ State your requirements as to delivery-place, date, mode
of transportation,
3/ Confirm the term of payment.

Order letters deal with following topics:
 Order based on seller's quotations
 Covering with order form
 Order from a new customer
 Order with condition attached
 Acknowledgement of a “first” order
 An urgent order
 Placing a order
 Orders of products due to rebate

Making order letters
People who are engaged in a business deal with
orders almost every day, may it be for
merchandise, for services or supplies. To
consider ordering, two ways can be done: 1/ as
impersonal or as part of document chore; 2/ as an
opportunity for business but done in a pleasant
and kind manner.

There are three ways by which placing of orders
can be done:
By mail order
Mail orders provide convenience, detailed
information, guarantees, return policies and good
service. Here are the details that may be needed
in placing an order via mail order:
 State the source, maybe the date on a catalog or
number that may identify your order.
 State the complete description of the product mention the color, quantity, size, model or other
distinctive characteristics or your order.

 State the method of payment – maybe by check
or via credit card or cash on delivery. Mention
how your payment can be made.
 Provide the shipping address – make sure that
your address is accurate and complete to avoid
delay in delivering your goods.
 You may also specify the method of shipment.

By form
Very often an order form is filled in by the
purchasing department or the buyer. Here are the
advantages of using printed forms for placing an
order:
 The forms are given with numbers or references,
so it is easy to use and to refer to.
 Vital details are not overlooked.
 The conditions and terms are printed at the back
of the form. This will not give any reason for the
one placing the order to be.

As can be seen in the above example of order
form, the details provided is almost the same as
with the details provided for mail order. These
two methods, mail order and order form, are
alike in the details or information it provides.

By letter
The vital qualities of an order letter are accuracy
and clarity. If these things are not met, these may
lead to problem that may later cause delay and
misunderstanding. Below are pointers to
remember in sending an order letter.
 State full description, quantities and prices.
Specify any reference number if there are any.
 Include the date of delivery, place and the mode
of transport.
 State the terms of payment or discount which
were previously agreed upon.

Legal responsibility of the parties
As placing an order is a transaction between two
partners, the buyer and the seller, there are some
legal obligation for each of them. Here are their
obligations and responsibilities:
The buyer's legal responsibility
 Recognize the products supplied, provided they
meet the return of the order.
 Pay the goods upon delivery, unless there is
another agreement done between the two parties.
 Verify the goods immediately upon the delivery
and if there are faults, report it right away to the
seller.

The seller's legal responsibility
 Assure that the goods are to be delivered in the
exact kind of order and on the agreed date and
time.
 Assure that the goods are free of faults of which
the buyer could not aware at the time of
procurement.

Acknowledging orders
In mundane conditions, order letter does not
necessarily
be
required
to
have
an
acknowledgement. However, there are instances
where a reply is needed and valuable. Then the
sender understands that the order is on process.
Formal acknowledgement of routine orders
Routine orders are items that have regularly been
ordered “by customers”. This can be
acknowledged by a slip or a simple letter.

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Acknowledgement of the first order
First order is orders from new customers. This
should be acknowledged by letter. It includes:
Communicate that it is a pleasure to receive the
order
Include a complimentary comment on the products
ordered.
Mention an assurance of timely and careful
consideration.
Provide other products that may likely be of his
interest.
Mention anticipation of further orders.

Filling of order
A reply for orders which can be supplied should be
given to customers so as to let them know that you
have your attention on their orders. The letter
should contain a thank you and an invitation for
more orders.
Delays in delivery
If there are products that may not satisfy the
customer request, inform the customer. Here is an
example.

Or if the products are being held up, contact the
customers and let them know what has happened,
how it happened and what are the steps you are
currently doing to help in the situation.

Orders which cannot be filled
Such situations are:
Orders are not complete or not clear: Send a letter to
request the customers to resent the order.
Out of stock: The product requested may be out of
stock or it is no longer manufactured. This is an
opportunity to sell an alternative product, but take
note not to condemn the product you no longer
provide.

Bad reputations
The customers may have a bad reputation for
settling their accounts. Or for retailers, their
products may have a poor quality which in return
would cause a bad effect on your reputation.
Whichever the case may be, it is always right to
find ways of refusing them in a diplomatic way.

From suppliers to customers

Unfavorable terms
The suppliers may decline an order if the supplier
may not agree with the terms the customer has
asked for. The terms may be in line with delivery,
discounts or payment.
Delivery

Discount

Delivery and dispatch
After all the terms are agreed upon between the
supplier and customer, advice for delivery and
dispatch is the next step. The products are arranged
for shipment.. Then the customer is informed and
also given the details of the delivery.

Order expression

Order reply

Good luck!