What are the Guidelines for Adjustment Letter?


Guidelines for Adjustment Letter


a) Open with what the reader would consider good news

  • Grant the adjustment for uncomplicated situations “Enclosed is a replacement of …..”
  • Reveal that you intend to give the adjustment by admitting that the customer was in the right “Yes, you were incorrectly billed for ……”
  •  Then later explain the specific details of the adjustment.
  • Apologize for the error “Please, accept our apologies for not acting sooner …….”

b) Explain what caused the problem if such explanation will explain to restore reader’s confidence or goodwill.
c) Explain specifically how you intend to make the adjustment – if it is not obvious in your opening.
d) Close with an offer to be of further service.
e)   Express appreciation to the customer for calling your attention to the situation, explaining that this helps your firm to keep the quality of its products or services high.
f)    Point out any steps you may be taking to prevent a recurrence of the problem.
g)   Close pleasantly – “Looking forward ……” avoiding recalling the problem in your closing.
h)   You may sometimes need to educate the reader about your firm. Sometimes some claims are not justified.
i)     Sometimes you may decide to grant a partial adjustment.

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