Refusing an order

-- We are sorry (regret) to inform you that we cannot… because of… -- К сожалению, вынуждены сообщить Вам, что мы не можем… по причине…

-- … is not available at the moment. -- … в настоящее время нет в наличии.

-- We can offer you a substitute. – Мы можем предложить Вам замену.

-- We are sorry to say that we must turn down your order as… -- К сожалению, мы должны отклонить Ваш заказ, так как…

EXERCISE 1. Match the types of orders from the vocabulary box and their definitions.

1. The customer places one order for a certain quantity of goods to be delivered at regular intervals, e.g. 500 kg. of coffee on the first day of each month.
2. The second order placed with a company.
3. The customer orders a small quantity of goods to test the quality.
4. The customer commits himself to buying the goods. This order may have a fixed delivery date.
5. The first order placed with a company.
6. The customer orders the goods a long time before he needs them or before they are available.
7. The customer orders goods in large quantities.
8. The customer orders exactly the same goods as before.
9. The customer places one order for a quantity of goods which he has delivered in parts as and when he needs them.

4. Letters of Complaint/ Рекламации

Vocabulary

complaint	жалоба
the dissatisfied party	пострадавшая сторона
the responsible party	виновная сторона
to make a claim	предъявить претензию
reparation	возмещение
Delay	задержка
short-delivery	недопоставка
to adjust/settle	урегулировать, уладить
(un)reasonable	(не)обоснованный

It may happen in business that a partner breaks certain terms, conditions and agreements. Then the dissatisfied party can make a claim on the responsible one and send a letter of complaint asking for certain compensation or reparation. Buyers most frequently make claims because of late delivery, repeated delays, unsatisfactory quality of goods, wrong or damaged goods, and short-delivery. Sellers usually complain if buyers fail to pay in time. A letter of complaint should explain the problem clearly and propose ways in which matters can be put right.

In reply to a letter of complaint, the responsible party should send a letter of adjustment which requires patience, tact, and diplomacy. If the claim is reasonable, the defaulter should apologize and inform what will be done to solve the problem. If the claim proves to be unreasonable, the defaulter should explain it logically and propose some way of settling the matter.

Useful language:

Дата добавления: 2015-11-16