Enquiries, quotations, orders, complaints and responses
Business Communications · Unit III · Topic 7 of 15 · 6 min read
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Cases checked to exist. Read the judgment before quoting a holding.
Every case cited here has been checked to exist — the citation resolves and names the right parties. The propositions attributed to each case have not been verified line by line against the judgment. Case names link through to the full judgment: read it before quoting a holding in an examination answer, and never carry a proposition from notes into court on trust.
1. Letters of enquiry
Sent by a prospective buyer asking for information on goods, prices and terms. Include: how you came to know of the seller; exact description of the goods; approximate quantity; information wanted (price, discount, delivery, payment terms, samples or catalogue); date by which a reply is needed. A solicited enquiry answers an advertisement; an unsolicited one is made on the buyer’s own initiative.
2. Quotations
A quotation is the seller’s reply stating the price and terms on which he will supply. Include: thanks for the enquiry; description and price of each item; discounts (trade, quantity, cash); GST; packing and carriage (ex-works, F.O.R. destination); delivery period; terms of payment; validity of the offer. A firm offer is open for acceptance for a stated period; a quotation “subject to prior sale” or “subject to change” is only an invitation to treat.
Model quotation (reply to the enquiry in the previous note)
KARNATAKA FURNITURE WORKS, Industrial Area, Hubballi – 580 030
Ref: KFW/Q/09/2026 · 8 January 2026
The Administrative Officer, Sharada Educational Trust, 14 College Road, Dharwad – 580 001
Dear Sir,
Sub: Quotation for 50 study tables — your ref. SET/PUR/17/2025-26 dated 2 January 2026
Thank you for your enquiry. We are pleased to quote as follows:
| Item | Rate (Rs.) |
|---|---|
| Teak study table, 120 × 60 cm, one drawer | 4,000 |
| Sheesham study table, same size | 3,400 |
Terms: 5% discount on orders of 25 tables or more; GST at the applicable rate extra; free delivery
to your college; delivery within 15 days of order; payment 25% with order, balance within 30 days of
delivery; one-year warranty against manufacturing defects. This quotation is valid until 31 January
2026. Our catalogue is enclosed.
We look forward to your order.
Yours faithfully, For Karnataka Furniture Works, (signature) R. Patil, Sales Manager
Encl: Catalogue
3. Order letters
Include: reference to the quotation; exact description, catalogue number, quantity and price of each item; total value; delivery date and place; mode of transport; terms of payment (as quoted); packing instructions; instructions in case of non-availability. An order is an offer (or an acceptance of a firm quotation), so it must be precise. Large organisations attach a numbered purchase order form.
Model order letter
XYZ COLLEGE, Station Road, Belagavi – 590 001
Purchase Order No. XYZ/PO/41/2025-26 · 12 January 2026
The Sales Manager, Karnataka Furniture Works, Industrial Area, Hubballi – 580 030
Dear Sir,
Sub: Order for 50 teak study tables — your quotation KFW/Q/09/2026
With reference to your quotation dated 8 January 2026, please supply 50 (fifty) teak study tables,
120 × 60 cm with one drawer, at Rs. 4,000 each less 5% quantity discount, plus GST.
Delivery: at our college, Station Road, Belagavi, on or before 31 January 2026.
Payment: an advance of 25% (Rs. 47,500) is enclosed by cheque No. 456712 on Canara Bank; the
balance will be paid within 30 days of delivery, as quoted.
Kindly acknowledge and confirm this order.
Yours faithfully, For XYZ College, (signature) Dr. A. Kulkarni, Principal
Encl: Cheque for Rs. 47,500
Check the figures: 50 × Rs. 4,000 = Rs. 2,00,000; less 5% (Rs. 10,000) = Rs. 1,90,000; 25% advance = Rs. 47,500, before GST.
4. Confirmation (acknowledgement) of an order
Include: thanks for the order; its number and date; repeat the essential terms (goods, quantity, price, delivery date) so that any mistake can be corrected at once; acknowledge any advance received; assurance of careful execution.
Model: confirming the order for 50 tables for XYZ College
KARNATAKA FURNITURE WORKS, Industrial Area, Hubballi – 580 030
Ref: KFW/S/112/2026 · 14 January 2026
The Principal, XYZ College, Station Road, Belagavi – 590 001
Dear Sir,
Sub: Confirmation of your Purchase Order No. XYZ/PO/41/2025-26 dated 12 January 2026
Thank you for your order. We confirm that we shall supply 50 teak study tables (120 × 60 cm,
one drawer) at Rs. 4,000 each less 5% discount, i.e. Rs. 1,90,000 plus GST, delivered free at your
college on or before 31 January 2026.
We acknowledge with thanks your cheque No. 456712 for Rs. 47,500 towards the advance. The balance
will be payable within 30 days of delivery. Our representative will call you a day before delivery
to fix a convenient time.
We value your custom and assure you of our best attention.
Yours faithfully, For Karnataka Furniture Works, (signature) R. Patil, Sales Manager
5. Letters of complaint
Include: reference to the order and delivery; exact nature of the defect (wrong goods, short supply, damage, delay, poor quality); the loss or inconvenience caused; the remedy wanted (replacement, repair, price reduction, refund); a polite but firm tone. Write soon after discovering the defect, and do not accuse.
Model complaint (body only, layout as above): “Sub: Damaged tables in supply against our P.O. No. XYZ/PO/41/2025-26. The 50 tables were delivered on 30 January 2026. On on opening the crates we found that six tables have cracked tops and two have broken drawers, apparently because of poor packing. We have kept them aside for your inspection. Please replace these eight tables before 10 February 2026, when the new block opens. We shall withhold Rs. 30,400 (8 × Rs. 3,800) from the balance until replacement.”
6. Responses (adjustment letters)
A reply to a complaint should: thank the customer for informing; apologise if the complaint is justified; explain the cause briefly without blaming others; state the action taken; and try to retain goodwill. If the complaint is not justified, refuse tactfully with reasons and, where possible, offer a goodwill gesture.
Model response (body only): “Thank you for your letter of 31 January. We are sorry that eight tables reached you damaged. Our transporter has admitted that the crates were mishandled in transit. Eight replacement tables will be delivered on 6 February, and our staff will collect the damaged ones. We have improved our packing to prevent a recurrence. Please release the withheld amount on receipt of the replacements.”
How this is examined
January 2026 (80 marks): “Confirm a purchase order given for 50 tables for XYZ college” (10). January 2025: “Write an order letter with an imaginary situation” (6). Any letter can be asked as the “imaginary business letter” in the 100-mark paper. Use the full layout every time, invent consistent details, and check the arithmetic.
Now try the real questions: Business Communications past question papers.