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A CLAIM ADJUSTMENT LETTER
What is Claim
Adjustment Letter?
It is a written response by a
representative of a business or agency to
a customer's claim letter.
This letter explains how a problem with a product or service
may (or may not) be resolved. It should begin with a positive
statement, expressing sympathy and understanding.
The letter should end with another positive statement, reaffirming the
company's good intentions and the value of its products, but never
referring to the original problem. Whether or not your company is at
fault, even the most belligerent claim should be answered politely.
How to Write Claim Adjustment
Letters ?


A good adjustment letter cannot only prevent our
customers from leaving us but also strengthen
their loyalty to us. A good and effective
adjustment letter should consist of the following
items:

1.Expression of our
apology
2.Explanation of the
problem
3.Solution of the problem:
It can be an action or
reimbursement.
4.Acknowledgment of
receipt of our complaining
customer.

Adjustment Letter Format

An adjustment letter can be written in different styles or format.
The most important thing we need to pay attention is the
body of the letter. Let's see the arrangement of the
adjustment letter below:


1. Letter Head ( Company Address )
2. Date
3. Inside Address ( Our customer's name who complains )
4. Attention Line (optional: If you address this letter to a
specific person in an organization or company.)
5. Salutation ("Dear Sir/Madam")
6. Reference / Subject Line ( The issue we are going to deal
with )

7. Body :
a) Introduction: acknowledgement of receipt of the
complaint."We have received your letter about the
damaged goods you received."
b) Expression of our apology:"We are extremely sorry
about it."
c) Explanation / admitting / own the problem:"We will
struggle to send goods in a proper way."
d) Solution:"We will deliver the replacement for the
damaged goods today. We also enclosed a free $ 25
voucher that you can use anytime."
8. Complimentary Closing (Cordially : )
9. Signature Line ( Signature )
10. Identification Initials ( Optional )
11. Enclosure Reference ( Optional : a voucher)

Here are some suggestions that may help you write
either type of adjustment letter:

1. Begin with a reference to the date of the original letter
of complaint and to the purpose of your letter. If you
deny the request, don't state the refusal right away
unless you can do so tactfully.

2. Express your concern over the writer's troubles and your
appreciation that he has written you.

3. If you deny the request, explain the
reasons why the request cannot be granted
in as cordial and non combative manner as
possible. If you grant the request, don't
sound as if you are doing so in a
begrudging way.

4. If you deny the request, try to offer some
partial or substitute compensation or
offer some friendly advice (to take the
sting out of the denial).

5. Conclude the letter cordially, perhaps
expressing confidence that you and the
writer will continue doing business.

ADJUSTMENT LETTER: GOOD NEWS
1. Begin by expressing regret over the problem or stating that
you are pleased to hear from the customer, or both.
2. Adopt you-attitude; maintain a positive, cheerful tone.
3. Explain the circumstances that caused the problem.
4. State specifically what the adjustment will be.
5. Handle any special problems that may have accompanied
the letter; then close.
ADJUSTMENT LETTER: BAD NEWS
1. Begin with a friendly openerestablish common ground; express
regret over the situation.
2. Avoid being discourteous, even if the customer has been downright
abusive.
3. Explain the reason for the refusal (and at some length, which
indicates that you've considered the problem seriously).
4. After the explanation, state the actual refusal (and inoffensively as
possible).
5. If possible, offer a partial or substitute adjustment.
6. Close the letter in a friendly way.
Adjustment Letter

Format + Example
Green Tree Freight Co., Inc.
Columbus, Ohio 45453
(315) 565-6789
March 26, 19XX

Our Organization
Our Address
Date
Letter Head
Address
Reference/Subject Line
Salutation
Mrs. Phoebe F. Hughes
Complete Table, Inc.
P.O. Box 3132
Austin, TX 78703

Subj.: March 24 letter about damaged freight

Dear Mrs. Hughes,
Name of Addressee
Introduction
Expression of our apology
Admitting
Solution
Complimentary Closing
Signature Line

I have just received your March 24 letter about the damaged shipment you received through Green Tree Freight and
regret the inconvenience that it has caused you.

From your account of the problem, I am quite sure that your request for the $240 adjustment on the damage to the 2
crates of Valjean Cristal stemware will be granted. A certain amount of breakage of this sort does unavoidably occur
in cross-country shipping; I am sorry that it was your company that had to be the one to suffer the delay.

I must remind you to keep the damaged crates in the same condition in which you received them until one of our
representatives can inspect them. That inspection should take place within 2 weeks.

If all is in order, as it sounds to be in your letter, you can expect the full reimbursement within 2 weeks after our
representative's inspection. I hope this unfortunate accident will not keep you from having merchandise shipped by Green
Tree Freight in the future.
Identification initial
Sincerely,

.
David F. Morgan, Customer Relations
B
o
d
y

Exercise

Group Assignment
(Analyzing the format of letter!)
HOMEWORK
Individual Assignment
(Make a claim adjustment
letter for an office or an
organization! Free, but
appropriate to example)
THANK YOU