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Complaint: 1. Why Do You Have To Make A Complaint?

The document outlines the rules and procedures for making and responding to complaints regarding goods received. It provides guidance on opening a complaint politely and factually, stating the issue and proposed resolution. It advises acknowledging complaints promptly and taking responsibility for errors, while also investigating unreasonable claims. The response should apologize for any trouble and promise steps to prevent future issues, with the goal of a satisfactory resolution for both parties.

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Ha Tran
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24 views

Complaint: 1. Why Do You Have To Make A Complaint?

The document outlines the rules and procedures for making and responding to complaints regarding goods received. It provides guidance on opening a complaint politely and factually, stating the issue and proposed resolution. It advises acknowledging complaints promptly and taking responsibility for errors, while also investigating unreasonable claims. The response should apologize for any trouble and promise steps to prevent future issues, with the goal of a satisfactory resolution for both parties.

Uploaded by

Ha Tran
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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COMPLAINT

1. Why do you have to make a complaint?

- The importers are not happy with the goods. Eg: wrong, damaged,
insufficient, inferior, not ordered goods

- There are discrepancies between the actual shipment and the terms and
conditions of the order

2. Rules to observe when making a complaint?

- Make a complaint at once

- Avoid rudeness as it may create ill-feeling and cause the supplier to be


unwilling to be helpful

- Concentrate on statement of facts

- Assume that your supplier will want to put the matter right. It is after all,
in his interests to do so

- You may or may not decide to suggest how the matter should be put
right but don’t suggest how the mistakes may have been occurred

- Don’t be assume that your supplier is to blame, he may have a perfectly


good defense

3. Rules to observe when dealing with a complaint?

- Always bear in mind “customers are kings”, “the customers are always
right”, “one more friend, one more opportunity”

- If you can’t deal with a complaint promptly, acknowledge if at once.


Explain that you are looking into it and that you will send a full reply
later

- If the complaint is unreasonable, point this out politely

- If you are to blame, admit it readily, express your regret and promise to
put the matter right

- Never try to excuse yourself by blaming your staff. You are, after all,
responsible for what they do

4. How to make a complaint?

 Opening:

- Express the need/(sometimes) regret for having to make a complaint

- Mention the name of the goods, number of the order, delivery date, ship

 Message:
- State the reason for making a complaint

- Point out witness (eg: survey report)

- Refer to the inconvenience

- Suggest how the matter should be put right

 Closing:

- Express wishes that the matter will be looked into and solved
immediately

EXAMPLES:

OPENING:

- I’m writing to complain about the goods under the order No. P32 on
board the MV Red Lotus arrived at Haiphong port today in damage
condition

- I’m writing with reference to order No… which we received today….

- We would like to inform you that …

- We are writing with much regret to inform you that the consignment
under our order No.1287 carried by SS Songhuong and arrived at our
port today was reported damaged

MESSAGE:

- We had the case opened and examined by Vinacontrol representatives

- We are enclosing herewith a survey report made/issued by SGS


representatives to the effect that the damage was noticed when the case
was unloaded at …port

- We would be grateful if you could send us replacement for the broken


articles as we need to complete our sales to our customers

- The best solution would be return the wrong articles to you, postage and
packing forward

CLOSING:

- We hope you will look into/take up the matter and have it solve
immediately

- We would appreciate your looking into this

- The mistake must be corrected as soon as possible, so that our long


lasting business relations will not be damaged

- We look forward to hearing from you within the next day or so


- We hope the matter would be put right in no time

5. How to reply to a complaint?

OPENING:

- Acknowledge that you have received the complaint

EG:

+ We thank you for your letter of 6th August informing that …

+ We are replying to your letter of 10th March in which you told us that…

+ We very much regret to learn from your letter of April 24th that …

+ We are in receipt of your letter of 14th July and have to apologize for..

MESSAGE:

- We think that this delay may have something to do with the haulage
contractors and we are making investigations at the moment

- Would you please return samples of the items you are dissatisfied with
and we will send them to our factory in Dusseldorf for tests

- This mistake was due to a fault in one of our machines which is now
been corrected

- From the enclosed documents and packing list that you will see that he
number of cases coincides that invoiced by us. We, therefore, advise you
to lodge your claim against the insurance company as we think this is the
case of pilferage

ENDING:

- We apologize sincerely for the trouble caused to you and will take all
possible steps to ensure that such mistake is not made again

- Please accept our apologizes for the inconvenience cause to you by the
error

- We expect you will have no difficulty in obtaining full indemnity from the
insurance company and trust that the matter will be settled to your
satisfaction

- We will look into the matter and let you know the result shortly/ in due
course/ soon/ in no time/ as soon as possible

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