The Order Not Delivered Complaint Letter is a crucial document for consumers and businesses operating in Hong Kong who need to formally address failed deliveries of purchased goods. This document should be used when ordered items have not been delivered within the agreed timeframe and initial attempts to resolve the issue through customer service channels have been unsuccessful. It incorporates relevant provisions from Hong Kong's consumer protection framework, particularly the Sale of Goods Ordinance and Trade Descriptions Ordinance, while maintaining a professional and solution-oriented approach. The letter includes essential elements such as order details, payment confirmation, agreed delivery terms, and a clear statement of the required resolution, serving as both a formal complaint and a potential preliminary step before seeking legal remedies.
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1. Sender's Details: Full name, address, and contact information of the complainant
2. Date: Current date of writing the complaint letter
3. Recipient's Details: Company name, address, and relevant department/contact person
4. Reference Numbers: Order number, customer reference number, and any other relevant identification numbers
5. Subject Line: Clear indication that this is a complaint regarding non-delivery of ordered goods
6. Order Details: Specific details about the order including date, items ordered, quantity, and agreed price
7. Delivery Agreement: Details of the agreed delivery terms, including promised delivery date
8. Problem Description: Clear explanation of the non-delivery issue and its impact
9. Resolution Request: Specific action requested (refund, delivery commitment, etc.) and deadline for response
1. Previous Communication: Summary of previous attempts to resolve the issue, including dates and methods of contact
2. Urgency Statement: Include when the non-delivery is causing significant problems or financial loss
3. Legal Rights Reference: Reference to relevant consumer protection laws when escalation might be necessary
4. Alternative Resolution: Suggested alternative solutions if the primary requested resolution cannot be met
5. Compensation Request: Details of any additional costs incurred due to non-delivery
1. Order Confirmation: Copy of the original order confirmation showing order details and payment
2. Payment Evidence: Proof of payment such as bank statements or receipts
3. Communication Log: Chronological record of all attempts to contact the company
4. Terms and Conditions: Relevant sections of the seller's terms and conditions regarding delivery
5. Additional Expenses: Documentation of any additional costs incurred due to non-delivery
Relevant legal definitions
Clauses
Relevant Industries
Retail
E-commerce
Manufacturing
Wholesale Trade
Consumer Goods
Logistics and Distribution
Online Marketplaces
Electronics
Fashion and Apparel
Home and Garden
Food and Beverage
Automotive Parts
Industrial Supplies
Relevant Teams
Customer Service
Legal
Operations
Order Fulfillment
Logistics
Compliance
Quality Assurance
Sales Support
Customer Relations
Dispute Resolution
Supply Chain
Relevant Roles
Customer Service Manager
Retail Operations Manager
E-commerce Manager
Logistics Coordinator
Legal Counsel
Consumer Rights Advocate
Procurement Manager
Order Fulfillment Specialist
Customer Relations Officer
Compliance Officer
Sales Manager
Operations Director
Quality Assurance Manager
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