3．Order Acknowledgment 9订单回执

Many companies today have abandoned the practice of acknowledging orders，particularly when the order will be filled promptly．Some companies respond to orders by immediately sending an invoice10，and some employ the halfway measure of using printed acknowledgment forms．But however handled，confirming an order helps to establish goodwill by reassuring the customer that the order has been received．

Any order acknowledgment，whatever the circumstances，should contain specific information．It should let the customer know exactly what is being done about the order by:

(1)mentioning the date of the order;

(2)including the order or invoice number;

(3)explaining the date and method of shipment;

(4)acknowledging the method of payment;

(5)expressing appreciation for the order and assuring the customer that it will be fulfilled．

a．Order Acknowledgment

In reply to a first order，your prompt acknowledgment will be obliging，it includes four parts:

(1)you are greatly honored by the trust;

(2)the quality and service of your product are assured;

(3)take this chance to promote your other excellent products;

(4)hope to establish and maintain long-term cooperation．

An order should be acknowledged so as to welcome the new customer and encourage further business．An acknowledgment is often an opportunity for a salespitch11．First of all，if a salesperson was involved in the order，his or her name should appear somewhere in the letter．But beyond this，a letter may also include a description of the merchandise to reaffirm the wisdom of the customer's purchase．Other related products may also be mentioned to spark the customer's interest and future orders．

Dear Ms．Megan，

We are pleased to have received your order of September 15 and would like to welcome you as a new customer of Payton's Plastics．

Your order(No．66244)for one dozen 4'×5'sheets of 1/8″Lucite is being processed and will be delivered to your workshop by our own van，and payment will be c．o．d．12(our policy13 for all orders under $ 100)．

We are sure you will appreciate the clear finish and tensile strength of our entire line of plastics．Ms．Julie Methel，your sales representative，will call on you soon witha catalog and samples．

Cordially，

Payton's Plastics，Inc．

b．Decline an Order

Dear Mr．Smith，

Last month，we sent you quotation for 5，000 bikes based on CIF14 London．Thank you for placing an order with us today．However，we are sorry to inform that we can't accept your order at present．

Since we have received another big order last week and we must deliver the goods in time．If you like，we can introduce another bicycle manufacturer to you．

Hoping your understanding and we are looking forward to our next cooperation with you．

Yours truly，

c．Reply to an Incomplete Order

Because orders cannot always be fulfilled promptly and smoothly，situations arise in which a wise businessperson will send more than a mere acknowledgment．Customers，for example，cannot always be relied on to submit complete orders．When an essential piece of information has been omitted，the order must be delayed and a tactful letter must be sent．Although the customer in such a case is at fault，the letter must neither place any blame nor express impatience．Indeed，the customer's own impatience must be allayed with a positive，friendly tone．A bit of reselling—reminding the customer of the order's desirability—is often in order in a letter of this kind．

Dear Mr．Paul Valery，

We are very pleased to receive your order for our new style MP4 on Feb．13，2014，and send you hereby the sales confirmation．For detailed information，please see the attachment．

We know that as the back-to-school season is coming，the date of shipment is of vital importance for your market，so we decide to try our best to finish this order and deliver it before the latest shipping date15 regulated on your order．Please check and advise．

Best regards，