The Complaint Letter Order Not Received is a crucial document used when goods or services purchased have not been delivered within the promised timeframe in Indonesia. This template is designed to comply with Indonesian consumer protection legislation, particularly Law No. 8 of 1999 and the Information and Electronic Transaction Law (ITE Law). It should be used after the expected delivery date has passed and initial informal attempts to resolve the issue have been unsuccessful. The letter includes detailed order information, payment confirmation, delivery timeline, and specific resolution requests. It serves as both a formal communication tool and a potential legal document if the dispute requires escalation to consumer protection authorities or courts. The format follows Indonesian business correspondence standards while incorporating all necessary elements to establish a valid complaint under local regulations.
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1. Sender's Details: Full name, address, contact information, and customer/order reference number if applicable
2. Date: Current date of writing the complaint letter
3. Recipient's Details: Company name, department (if applicable), full address
4. Subject Line: Clear indication that this is a complaint regarding non-receipt of order, including order reference number
5. Order Details: Specific details about the order including date, order number, items ordered, payment information, and promised delivery date
6. Description of Issue: Clear explanation of the non-receipt of order and timeline of events
7. Previous Communication: Summary of any previous attempts to resolve the issue, including dates and methods of contact
8. Specific Request: Clear statement of desired resolution (refund, delivery confirmation, etc.)
9. Closing: Professional closing with deadline for response and contact information
1. Legal Rights Reference: Reference to relevant consumer protection laws when the situation is serious or there has been significant delay in resolution
2. Impact Statement: Description of how the non-delivery has affected you, particularly relevant for business orders or time-sensitive items
3. Alternative Resolution Options: Suggested alternative solutions, used when wanting to maintain a positive relationship with the vendor
4. Social Media/Review Reference: Mention of potential escalation to social media or review platforms, used only in cases of repeated non-response
1. Proof of Payment: Copy of payment confirmation, bank transfer receipt, or payment screenshot
2. Order Confirmation: Copy of original order confirmation email or screenshot
3. Communication History: Copies of previous emails, chat logs, or call records regarding the order
4. Delivery Promise: Screenshot or copy of promised delivery date/time from website or communication
5. Terms and Conditions: Relevant sections of the vendor's terms and conditions regarding delivery and refunds
Relevant legal definitions
Clauses
Relevant Industries
Retail
E-commerce
Manufacturing
Consumer Goods
Fashion and Apparel
Electronics
Food and Beverage
Home and Garden
Automotive Parts
Medical Supplies
Office Supplies
Industrial Equipment
Telecommunications
Digital Products
Relevant Teams
Customer Service
Legal
Operations
Order Fulfillment
Dispute Resolution
Compliance
Sales
Customer Experience
Administration
Quality Assurance
Relevant Roles
Customer Service Representative
Customer Service Manager
Retail Manager
E-commerce Manager
Operations Manager
Compliance Officer
Legal Counsel
Consumer Rights Advocate
Order Fulfillment Specialist
Customer Experience Manager
Dispute Resolution Officer
Sales Manager
Account Manager
Business Owner
Administrative Assistant
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