UNIT 5 CONFIRMATION

UNIT 5 CONFIRMATION

5.1 Introduction

Words & Expressions:
Be sure you know all these words. Click to learn how each word or phrase is pronounced:

decimal [adj]	: (thuộc) hệ thập phân
metric [adj]	: theo hệ mét
numerous [adj]	: nhiều

    There are numerous situations which might involve confirmation of what has been agreed between two or more parties. In this unit, we will look at placing and receiving orders for goods and services. Confirmation in respect of other matters, such as employment, invitations, travel arrangements, etc., will be covered in later units.

5.1.1 Factors for consideration

    Before placing or accepting an official order, ask yourself if you have already agreed, or still need to agree, any of the following details:

• Discounts
• Payment terms
• Shipping costs
• Delivery times, or other relevant dates
• Method of shipment
• Packing (specific instructions may be given or received)

Hot tip:  Be very careful when quoting or reading weights, measurements and prices. Most countries use metric measurement, such as centimetre (cm), kilo (kg), litre (l), etc., but US organisations may use inch (in), pound (lb), gallon (gal), etc. Furthermore, a decimal point in the USA, UK, Australia, etc., would be indicated by a full stop (e.g. 10.845), whereas most EEC countries would use a comma (e.g. 10,845). If in doubt, write the amount in both words and figures.

5.2 Placing orders

Words & Expressions:
Be sure you know all these words. Click to learn how each word or phrase is pronounced:

accompany [v]	: kèm theo
anticipate [v]	: dự kiến
consignment [n]	: hàng hoá ký gửi, hàng gửi đi
distinctive [adj]	: đặc biệt, để phân biệt
reserve [v]	: giữ, duy trì (một quyền lực cụ thể nào đó)
settlement [n]	: sự giải quyết, sự thanh toán
tuition [n]	: học phí

    Some companies use their own official order forms, and others simply adapt their letterhead. The choice is yours, but official orders must be dated, and will normally contain a reference in the form of an order number, which should be quoted in any subsequent correspondence. Orders are usually accompanied by a covering letter (or fax, or email) which confirms any particular details that have been agreed.

Hot tip: Orders placed by telephone should always be confirmed in writing.

5.2.1 Covering letter opening

    Let the addressee know that you are placing an order at the start of your correspondence. Here are some examples:

Dear (addressee)
a) I am enclosing (or attaching) an official order.....
b) Please find enclosed (or attached) our order.....
c) Thank for your email of 25 April regarding quantity discounts. Our order now follows....
d) Catalogue ref. L802
We would like to confirm our order.....
e) I am pleased to confirm a reservation for the January 2007 term.....
f) Further to our telephone conversation yesterday (or Further to our recent telephone conversation), I am writing to confirm the order.....

5.2.2 Discounts and payment

    You should state what has been agreed with the supplier. Here are some examples:
a) We note that you allow a 10% discount for payment with order, and will therefore arrange immediate settlement by telegraphic transfer.....
b) We are pleased to accept the quantity discount of 30% on your EXW Shanghai prices, and will now apply to our bank for an irrevocable letter of credit, as requested.
c) We have instructed VB Bank, So 23, Ngach 78/82 Doc am Da, Hanoi, to open an irrevocable letter of credit for € 68,000 (Euros sixty eight thousand) to cover the quoted CIF Hanoi price and bank charges.....
d) The combined tuition and accommodation fee of AU$ 5,500 is the most suitable arrangement. I will be visiting Sydney next month and will come to the college to pay this sum in cash.....

5.2.3 Delivery times, or other relevant dates

    You will probably want to agree either a despatch or a delivery date. If you require goods by a certain date, ask the supplier to confirm that it’s possible. You may wish to make the delivery date a condition of the order. Here are some examples:
a) Please advise the anticipated shipment date of the complete order...
b) We require shipment of the goods before 31 August, and would appreciate your confirmation that the order can be completed in time...
c) We understand that the items are held in stock and can be despatched immediately...
d) Please note that we require the goods no later than 21 July. We reserve the right to cancel the order if this condition cannot be confirmed, and the right to refuse any goods delivered after this date...

5.2.4 Method of shipment

    You may have received quotations for different methods of transportation of the goods. As you might expect, the fastest services are the most expensive, so, for example, air freight costs more than sea freight. You should instruct your supplier to ship the goods according to your requirements. Here are some examples:
a) Please despatch the goods by the first available LCL service...
b) We require some initial stock urgently, so please send 50 items by air freight, and the remainder of the order by sea...
c) As soon as the order is completed, please arrange shipment on the next available Conference vessel...
d) Please notify our appointed forwarding agents, Panalpina, as soon as the consignment is ready for collection...

5.2.5 Packing

    Quoted prices usually include suitable packing for the items ordered, or a packing charge may be quoted as a separate figure. However, you may have specific requirements regarding both packing materials and distinctive markings on the outside of the packed items. Here are some examples:
a) Please ensure that each carton is colour coded, and that individual items are wrapped in waterproof plastic.....
b) The books must be packed in ISO approved cartons, reinforced at each corner, and clearly marked with the OUP logo on all four sides.....
c) Each machine should be packed in a wooden crate made of tongue and groove timber, with a pallet base.....

5.2.6 Closing

    Further contact between buyer and supplier should always be encouraged. This can be a simple request for the supplier to confirm the order, or, if you are likely to do more business together, a suggestion that further orders may follow. Here are some examples:
a) Please acknowledge receipt of this order by signing and returning a copy.....
b) We look forward to receiving acknowledgement of our order, and confirmation that you can despatch the consignment immediately.....
c) Please acknowledge receipt of this order and advise us as soon as you receive notification that our letter of credit has been opened.....
d) We would appreciate your confirmation that this order will be completed and shipped by 18 July.....
e) We hope to place further orders following the satisfactory completion and receipt of this consignment.....

5.3 Acknowledging orders

Words & Expressions:
Be sure you know all these words. Click to learn how each word or phrase is pronounced:

balance [n] (of an order)	: phần hàng còn lại
beforehand [adv]	: trước, sớm hơn
decline [v]	: từ chối
extend [v]	: kéo dài, mở rộng
maintenance [n]	: sự bảo dưỡng, bảo trì
notify [v]	: thông báo, trình báo
vessel [n]	: tàu
wholesaler [n]	: người bán buôn, bán sỉ

    You should acknowledge the receipt of orders immediately, and tell the customer what he or she needs to know.

5.3.1 Acknowledgement opening

    Begin your correspondence by quoting the order reference and thanking your customer. Here are some examples:
a) Thank your for your order number IM/1845/09 dated 18 July...
b) We acknowledge with thanks your order number 6143/07 dated 18 July...
c) Order No. SJC-4472-LM
We are pleased to acknowledge receipt of your order...
d) English for Tourism course ref. ET304
Thank you for your reservation for the term commencing January 2007...

5.3.2 Delivery times, or other relevant dates

    It is probable that the customer will mention a shipment or delivery date, and which may be a condition of the order. You should confirm that the dates can be met. Here are some examples:
a) Your order is now being processed and will be completed within four weeks...
b) The items are in stock and can be despatched immediately...
c) We can complete the order by 20 June, and will contact your forwarding agents shortly beforehand to arrange collection...
d) As requested, we will forward an initial stock of 50 units by air freight, and send the balance of the order on the first available Conference vessel...

5.3.3 Requesting changes to an order

    There are many reasons why you may have to advise your customer that the conditions of an order cannot be met. If this is the case, give a brief explanation and, if possible, offer an alternative. Here are some examples:
a) We would normally be able to complete your order in three weeks, but unfortunately our productions lines will be shut down for 10 days during February ... for the Tet Holiday / ... for annual maintenance / ... while a major new installation takes place. We trust that this delay will not be too inconvenient, and that you will wish proceed with the order...
b) We regret to advise you that a serious fire has interrupted our supply of raw materials, which is delaying production. We understand that supplies will resume shortly and will advise you as soon as we receive definite information. In the meantime, please accept our apologies and let us know as soon as possible if you wish to cancel your order...
c) I am sorry to say that we do not have the production facilities to assemble 5,000 units within the time specified. We could, however, assemble and send 3,000 units within that time, and the rest by mid-August, if that was suitable...
d) Owing to recent heavy demand, we do not have sufficient stocks of the product you ordered. New stocks will be available within six weeks, or we can offer the product in a different colour...

5.3.4 Declining an order

    You may have to refuse an order for a number of reasons, and may not be able to offer an alternative. If so, you should tell the customer immediately, and offer a polite explanation for the refusal. Here are some examples:
a) We regret to advise you that we no longer manufacture this item because of problems with the supply of raw materials...
b) We are sorry to say that we cannot accept any new orders at present because our order books are full for the next twelve months...
c) We require a minimum order of 10 units for export sales, and cannot therefore supply the single unit you require. There are, however, a number of wholesalers in your country who will be able to help you...
d) We currently produce 10,000 of these items per year, and cannot handle an order for 50,000...
e) We are unable to agree to the 25% discount you requested as a condition of your order...
f) We regret that we cannot extend credit facilities, and only accept payment by letter of credit...

5.3.5 Confirming shipment

    When an order is completed and ready for shipment, you should advise your customer. Here are some examples:
a) Your order number IM/1845/09 has been completed and transported to Saigon Port, where it will be loaded on the SS Southern Cross, sailing 24 August and arriving Sydney 11 September. The shipping documents will be sent to your bank for collection...
b) We are pleased to advise you that we have received the sum of US$ 870 by telegraphic transfer. Your order number 6143/07 has been sent today by DHL under air waybill 470 1261644, and should arrive within 72 hours...
(telegraphic transfer: A quick method of transferring money to an overseas account using the SWIFT - Society for Wolrdwide Interbank Financial Communication - banking service)
c) We are pleased to advise you that your order SJC-4472-LM will be ready for collection on 20 November. We are notifying your forwarding agents by copy of this email...
d) Order ref. 1227/801
We are pleased to confirm that the initial stock of 50 units have been despatched by air on flight VN020 arriving Los Angeles 7th December under AWB 738 4418 2188. We will advise shipment details of the balance of the order as soon as possible...

Hot tip: Original shipping documents cannot be sent by fax or as an email attachment.

5.4 Models and examples of correspondence

Words & Expressions:
Be sure you know all these words. Click to learn how each word or phrase is pronounced:

brocade [adj]	: vải gấm thêu
containerise [v]	: cho hàng vào côngtenơ
expire [v]	: kết thúc, hết hiệu lực
notification [n]	: việc khai báo, trình báo
pro forma	: bản kê khai hàng gửi đến người mua (báo giá)

5.4.1 Placing an order

CORRESPONDENCE EXAMPLE 5/A
(refer to section 4.3.2, correspondence example 4/B)

5/A i) In this example, Professor Hoang writes a covering letter for his order that confirms the agreed discount and the method of payment. Read the letter and answer these questions:
a) What is Professor Hoang’s reference?

b) What information does Professor Hoang require?

c) What is the discount figure?

d) How will the money be paid?

e) Which words or phrases in the letter have these meanings?

1. something done by a person in authority
2. the name of a book
3. the cost of transportation
4. an invoice sent before the goods have been delivered
UNIVERSITY OF DANANG 41 Le Duan - Danang - Vietnam Tel: 84 511 822041 - Fax: 84 511 823683 eamil: dhdn@ud.edu.vn website: www.ud.edu.vn Your ref. und/26109/sl                                                             24 February 2006 Our ref. Order DOA/149/HVM Mr Samuel Lee Sales Manager Cavendish Publications PO Box 818 Causeway Hong Kong Dear Mr Lee I refer to your letter dated 26 January, and am now enclosing our official order reference DOA/149/HVM. I have ordered 50 copies of three titles, and am pleased to accept the 30% quantity discount, and your offer of free membership of the Design Club. We will require delivery as quickly as possible, so please advise the freight charges for despatch by Federal Express, and supply a pro forma invoice for the total cost. I will then arrange payment by telegraphic transfer. I look forward to receiving your prompt reply. Yours sincerely       Prof Nam Hoang Dept of Architecture

Answer Key

5/A ii) In this example, Professor Hoang places an official order. Read the order and answer these questions:

a) What is the total number of books that Professor Hoang has ordered?

b) How much is the discount in US dollars?

c) Is the price of US$ 1592.50 EXW or CIF?

d) How will the money be paid?

UNIVERSITY OF DANANG 41 Le Duan - Danang - Vietnam Tel: 84 511 822041 - Fax: 84 511 823683 eamil: dhdn@ud.edu.vn website: www.ud.edu.vn Order DOA/149/HVM           Date: 24 February 2006 Title ISBN Quantity Price US$ Total Modern Architecture 0 521 78617 4 50 15.00  750.00 Industrial Design 0 899 33188 7 50 12.50  625.00 Workplace Lighting 1 414 82553 1 50 18.00  900.00 EXW total US$ 2275.00 Less 30% = US$ 1592.50 Payment: Telegraphic transfer of EXW price, plus Federal Express freight charges.

Answer Key

5/A iii) In this example, Mr Thanh writes a covering email for his order that confirms the agreed terms. Read the email and answer these questions:

a) How will the official order be sent?

b) When does the letter of credit expire?

c) What is the Banco Romano?

d) What additional costs are Vietnam Building Corporation paying?

e) Which words or phrases in the letter have these meanings?

1. To tell somebody that something has been received
2. For somebody’s benefit (e.g. a supplier)
3. Cannot be changed
4. A person, or organisation, that acts on behalf of somebody else
From: Vietbuild@hcm.vnn.vn Subject: Quotation ref. VB/14028/gs Date: 29 March, 2006 10:22:44 GMT+07:00 To: gscarlatti@franchini.co.it Dear Mr Scarlatti Thank your for your prompt reply to my request for CIF prices. I am now able to place an official order ref. HT/8022, which is being faxed to you this morning. Would you please acknowledge receipt, and return a signed copy of the order for our records. The Bank for Foreign Trade of Vietnam (198 Trần Quang Khải, Hoàn Kiếm, Hà Nội) has been requested to open an irrevocable letter of credit in your favour for the CIF Saigon Port value of US$ 74,504.00, plus bank charges. The credit will be valid until 31 May 2006. You will receive confirmation from the bank’s agents in Italy, Banco Romano, that the letter of credit has been opened. Please let me know as soon as hear from them. When shipping the tiles, would you please ensure that the each carton is fully addressed, and also clearly marked ‘VB PROJECT SGN3 - O/N 8022’. I now look forward to receiving your advice that the consignment is ready for shipment. Yours sincerely Huynh Thanh Vietnam Building Corporation

Answer Key

5.4.2 Acknowledging an order

CORRESPONDENCE EXAMPLE 5/B

     In this example, Mr Scarlatti acknowledges the order from Mr Thanh by email. Read the email and answer these questions:

a) Why has the copy order been returned to Mr Thanh by post, rather than by fax or email?

b) Has Mr Scarlatti received the letter of credit?

c) How will the goods be shipped?

d) What are the packing instructions that Mr Scarlatti has noted?

e) Which words or phrases in the letter have these meanings?

1. In accordance with something formally asked for
2. Receiving official information about something
3. To expect something to happen
4. Sent or transported
From: gscarlatti@franchini.co.it Subject: Quotation ref. VB/14028/gs Date: 30 March, 2006 14:35:38 GMT+01:00 To: Vietbuild@hcm.vnn.vn Dear Mr Thanh I am pleased to acknowledge receipt of your faxed order ref. HT/8022. As requested, a copy of the order has been signed and retuned to you by post. I will advise you as soon as I receive notification from the Banco Romana that the letter of credit has been opened. I anticipate that the consignment will be ready for shipment within four weeks, and will then be forwarded on the first available LCL service. I have noted your instructions regarding the carton markings. Thank you again for your order. Please let me know if you require any further information. Kind regards, Gino Scarlatti Director Franchini Terracotta SpA

Answer Key

5.4.3 Requesting changes to an order

CORRESPONDENCE EXAMPLE 5/C

     In this example, Mr Leclerc has sent an email about Mr Linh’s order. Read the email and answer these questions:

a) Mr Thanh wanted the furniture to be shipped by what date?

b) Why can’t the furniture be shipped until February next year?

c) Are there any additional charges for the change of fabric requested?

d) What will happen if the fabric is changed?

e) Which words or phrases in the letter have these meanings?

1. A time by which something must be done
2. A quantity of work that has to be done
3. To make something happen at a later time
4. Problems
From: pleclerc@meublesg.co.fr Subject: Order no. NDT-3316-09 Date: 21 September, 2006 11.04.22 GMT+01:00 To: eurohomes@hcm.vnn.vn Dear Mr Thanh Thank you for your order NDT-3316-09, which was received yesterday. I am sorry to say that that we cannot meet your shipment deadline of 31 October. The furniture you require is very popular, and we have a 4 month backlog of orders. It is therefore unlikely that the items could be shipped before February next year. With regard to your request for a brocade fabric covering, I am pleased to advise you that this can be done at no extra charge, but it would delay shipment by a further two weeks. Please accept my apologies for any inconvenience caused, and let me know as soon as possible if you wish to proceed with your order. Yours sincerely Pierre Leclerc Meubles Gardois SA 10 rue St Privat 30001 Nimes France Tel. (+33) 4 6680 3232 begin_of_the_skype_highlighting            (+33) 4 6680 3232      end_of_the_skype_highlighting www.meublesg.com

Answer Key

5.4.4 Confirming shipment

CORRESPONDENCE EXAMPLE 5/D

     In this example, Mr Scarlatti advises Mr Thanh that the consignment of tiles is ready for shipment. Read the email and answer these questions:

a) What is the method of shipment?

b) Why will the shipping documents be presented to Banco Romano?

c) Where are the tiles now?

d) What is the name of the vessel?

e) When does the vessel arrive in Vietnam?

From: gscarlatti@franchini.co.it Subject: Order ref. HT/8022 Date: 28 April, 2006 12:04:15 GMT+01:00 To: Vietbuild@hcm.vnn.vn Dear Mr Thanh I am pleased to advise you that your order ref. HT/8022 has been completed and delivered to the Italfreight Container Depot where it will be containerised and shipped on the SS Maersk Voyager arriving Saigon Port 30 May. Each carton has been fully addressed and marked ‘VB PROJECT SGN3 - O/N 8022’ on all four sides. The shipping documents will be presented to your bank’s agents, Banco Romana, as soon as we receive them from our forwarding agents. Your business is much appreciated, and I look forward to receiving your next order. Kind regards, Gino Scarlatti Director Franchini Terracotta SpA

Answer Key

5.5 Summary of some important points

• Ensure the terms of an order have been agreed.
• Check your understanding of weights, measurements, prices etc.
• Send a covering letter with your order to confirm what has been agreed.
• Acknowledge orders immediately.
• If you have to change or refuse an order, tell the customer why.
• Keep your customer informed, especially if an order is delayed.
• Don’t make promises you can’t keep.