In one line
An adjustment letter is a company's reply to a claim letter that grants, partly grants or politely refuses the claim while rebuilding the customer's goodwill.
Explained simply
When a customer complains, how a company replies decides whether they stay or leave. A good adjustment letter says sorry, fixes the issue (or explains fairly why it can't), and makes the customer feel valued.
Technically, adjustment letters follow different plans depending on the decision. When granting, use the direct approach (good news first). When refusing, use the indirect approach (buffer, reasons, refusal, alternative, goodwill close).
How it works
- Format: complete block; subject referring to the claim ('Your claim regarding Order No. PO/245').
- Granting the claim (direct): thank the customer and apologise; state the good news immediately (replacement, refund, repair with dates); briefly explain the cause and corrective action; offer a goodwill gesture (discount, free service); close positively.
- Partial adjustment: acknowledge, explain what can be done and why the rest cannot, offer the partial remedy, close positively.
- Refusing the claim (indirect): open with a neutral buffer (thank them, show understanding); explain the facts and reasons (warranty terms, misuse); state the refusal tactfully; offer an alternative (paid repair at a discount); close with goodwill.
- Tone: never blame the customer harshly; be sincere and specific.
Quick example
Body of a granting adjustment letter: 'Thank you for informing us about the defective printers in Order No. PO/245, and please accept our sincere apologies.' / 'We are pleased to inform you that 10 replacement printers will be dispatched on 20 October, and our representative will collect the defective units on the same day at no cost to you.' / 'Our investigation shows that the damage occurred in transit; we have since strengthened our packaging. As a token of goodwill, we are offering a free first service visit for all 50 printers. We value your business.'
Common mistakes
- Starting a refusal with 'We regret we cannot...', which upsets the reader before reasons are given.
- Over-explaining internal problems or blaming staff or the courier excessively.
- Promising remedies without specific dates.
How MU asks it
Asked as 'Write an adjustment letter granting/refusing the claim' (6 to 8 marks), often after a claim letter. Marks for correct approach (direct for granting, indirect for refusing), complete block format, specific remedy, explanation, goodwill and a positive close.