How to Write a Business Email for an Incorrect Order

Don't stand in line for customer service -- send a business email.

Even the most accurate businesses make mistakes from time to time. A 99.9 percent accuracy rate means the order is wrong 0.1 percent of the time, whether it be thanks to a computer glitch, plain old human error, or some mixture of the two. If your vendor accidentally sent you too many widgets or components that are too small, you need to contact them to begin the process of fixing the error. Writing a business email for an incorrect order follows the same general outline as any other business email.

Instructions

1. Include a clear subject. A title like "Incorrect items received for order 21109" lets the recipient know what the email is about before she even opens it.

2. Greet the other person and use a respectful tone throughout the email. Even though incorrect orders can be frustrating, there's no reason to be uncivil, and business emails should be politely written.

3. State the issue clearly. List as many details as possible. Include the purchase order number, the packing slip number, the date of receipt, what you ordered versus what you actually received -- anything that could help the vendor identify the problem on her end and expedite the replacement process.

4. Mention that you're adding an attachment if you're doing so. Scanning incorrect paperwork or taking photos of the discrepancy can help your claim, but letting the other person know that they're included is basic business email etiquette.

5. Thank them for their time at the end and include a complimentary closing line, such as "Regards" or "Look forward to seeing you next Thursday." Make sure your signature includes contact details that the recipient can use if she needs to get a hold of you.

6. Follow up if you haven't heard back in three or four days.

Tips & Warnings

• Make sure you're emailing the right person. In large companies, people often have clearly defined roles. Your normal point of contact may not handle order corrections.

References

• Colorado State University: Writing Guide: Business Email
• Seton Hill University - Jerz's Literacy Weblog; Writing Effective E-Mail: Top 10 Tips; Dennis G. Jerz, et. al; March 2011