B) Handling Complaints

1. After investigating your complaint, we have ascertained that an error was made in our dispatch department.

2. We very much regret having given you cause for complaints.

3. Steps are being taken immediately to ensure that such mistakes do not occur in future.

4. Please accept our sincere apologies for this delay and the trouble (inconvenience) it has caused you.

5. Since the delay is beyond our control, we cannot assume any liability (responsibility)

6. Your claim has been passed on to our insurance company, who will get in touch with you soon.

7. We apologize for the delay and enclose our credit note (rectified invoice).

8. A replacement for the faulty equipment was dispatched yesterday.

9. If you keep the damaged goods, we are prepared to invoice them at 50% of the last price.

10. We expect you to make good the tangible losses.

Accounting, banking and payments

1. Sending the invoice or statement

1. Please find enclosed our invoice № covering the goods sent against your order ...

2. We enclosed our pro-forma invoice as requested; all costs to London are included in it.

3. We have pleasure in enclosing herewith our invoice to the amount of $ on payment of which the order will be dispatched.

4. A copy of the invoice is enclosed. The shipping documents will be handed to you by the SAS Bank against settlement of the amount shown.

5. With this letter we are sending you a statement of January invoices totaling $.

6. The balance of $ left uncleared by your November payment has been brought forward to the enclosed statement for December and we would appreciate early settlement of the total amount now due.

II. Notifying payment of account

1. We have pleasure in enclosing our bank draft (postal order) cheque for $ in payment of your statement/ invoice № dated _

2. We have instructed our bank to transfer (to remit) $___to your

3. account in payment of your___statement.

4. Many thanks for your pro-forma invoice. We accept this price and are making immediate payment to our bank ... who will notify you of the credit in due course.

5. Your statement to our account for the last month (quarter) has been received and found correct. We have instructed our bank to remit the amount of $....for the credit of your account at Bank, London.

6. We have arranged payment through the PZX Bank in London of

7. the sum of $ (in settlement of your invoice №...; ... and ask you

8. to credit our account accordingly; ... which clears our account; ... which balances our account; ... in part payment of your last state­ment; ... in full settlement of your invoice; ...as the first in statement under our agreement; .. .as a deposit against our order №...)

3. Correspondence between buyers and sellers

A. The buyer writes to the seller

1. Please draw on us for the amount of your invoice and attach the documents listed below to your draft.

2. We propose to pay by bill of exchange at 30 d/s (days after sight), documents against acceptance. Please confirm if this is acceptable to you.

3. We have received your letter and invoice dated......and are willing

4. to accept your draft for the amount involved, payable at 60 days’ sight.

5. Our acceptance will be honoured (тратта буде акцептована) at ... Bank on presentation.

6. We are sorry to inform you that we find ourselves unable to meet this

7. bill, due on____. If you would kindly accept$ cash and draw a further

8. bill on us at 2 month for the balance of $___ plus interest at_____%, we

9. would be most grateful to you and guarantee to honour it on presentation.

10. The goods arrived in excellent condition and we are fully satisfied with them. If you can guarantee to repeat this quality we shall place large orders with you, and in this case we shall require open account terms.

11. Please let us know if you are prepared to grant us these with settlement by banker’s transfer within 30 days of date of your quarterly statement.