Writing Guide: Adjustment Letters
An adjustment letter is a response to a written complaint. The objective is to inform the reader that their complaint has been received. It is also a legal document recording what decisions were made and what actions have or will be taken.
Keep in mind that your reader has been inconvenienced. This is a prime goodwill building opportunity. Everybody makes mistakes and when a business owns up to one it goes along way to renewing the customer's confidence in a continued business relationship.
The scope of your adjustment letter should reiterate the relevant facts of the claim. When the customer is right, include a forthright admission to that effect and extend a sincere apology. When the customer is not right, explain the reasons clearly and with every courtesy.
Counter any negativity that may be in the complaint letter with a positive approach. Be gracious and emphasize the corrective steps being taken. Explanations for why the situation occurred are of less importance than the solution.
In the first sample adjustment letter the writer makes no excuses for a mishandled shipment and explains what has been done to restore the customer's trust and confidence. In the second sample adjustment letter, the writer explains a customer's error and offers a discount to be used on a future purchase.