1. The reasons for refusing an order:

• 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.

• Bad reputation The customer may have a bad reputation for settling their accounts or, in the case of a retailer of, say, electrical or mechanical products, may have offered a poor after-sales service which could in turn affect your reputation.

• Unfavourable terms The supplier may not like the terms the customer has asked for

• Unfavourable discount

• Unfavourable payment

• Size of order The quantity required might be too large or too small.

14. Complaints

14.1 What is a complaint, its objective and scope?

A complaint letter, also known as a claim, advises a business that an error has been made or that a defect has been discovered.

The objective is to provide detailed information regarding the error or defect and to request some sort of compensation for defective or damaged merchandise or for inadequate or delayed services.

The scope of a complaint letter should include only the relevant facts validating your claim and a request that appropriate corrective steps should be taken. The scope may also detail the options that you are willing to accept in satisfaction of the claim.

14.2 The essential rule in writing complaints

The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter how justified your gripe is. Avoid making the recipient an adversary. It is no use writing complaints in an angry, abusive tone. A reference to the previously satisfactory deliveries and the high standing of the partner will in most cases prove more helpful.

14.3 What grammar structures are preferable?

D o not use sentences like:	Use the passive and impersonal structures:
“You must correct your mistake as soon as possible.” “You made an error on the statement.” “You don't understand the terms of discount. We told you to deduct discount from net prices, not c. i. f. prices.”	“The mistake must be corrected as soon as possible.” “There appears to be an error on the statement.” “There seems to be some misunderstanding regarding terms of discount. Discount is deducted from net prices, not c.i.f. prices.”

14.4 What may complaints arise from?

Complaints may be of several kinds, and may arise from delivery of damaged goods, wrong goods, or too few or too many goods. Even if the right articles are supplied in the right quantities, they may arrive later than expected, which will cause problems to the buyer and, correspondingly, to his customers.

Then the quality of goods may be unsatisfactory: they may be not according to the sample or description on the basis of which they were ordered, or they may simply be second-rate products.