LETTER OF ADJUSTMENT

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Letter of Adjustment (Reply to Complaint)

Some Notes: Use a courteous and tactful tone

Deal with complaints promptly

Show some form of apology for the inconveniences caused

2

Complaints could be dealt with by :

Accepting fully the claim of complaint

Accepting partially the

claim of complaint

Refusing the claim of

complaint

3

Customer ordered 20 pairs of Size 5 jeans but received 10 pairs of Size 8.

You found out that there was a mix-up in the order.

Accept fully (A*)Accept partially (AP)

Refuse totally (R)

4

Customer complained that 3 out of the 50 apples ordered were rotten, and requested replacements.

Accept fully (A*)Accept partially (AP)

Refuse totally (R)

5

Customer complained that T shirts bought was badly stained and requested for a total refund.

You have received 5 other similar complaints and suspect that the colours are nonfast.

Accept fully (A*)Accept partially (AP)

Refuse totally (R)6

Buyer complained that the newly bought electric hot plate was not hot enough and demanded a total refund.

You suspect that there is a minor fault which could be rectified.

Accept fully (A*)Accept partially (AP)

Refuse totally (R)

7

Customer complained that the food served was bland and demanded a full refund.

You investigated and found nothing amiss.

Accept fully (A*)Accept partially (AP)

Refuse totally (R)

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As a seller, you always have to• Investigate and verify the facts mentioned • Decide whether the claims are reasonable or

unreasonable• Decide on an appropriate remedial action

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Accept Fully

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Para 1 : Introduction

Accept Fully

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Acknowledge the letter of complaint• Mention date of letter• Summarize briefly the nature of the complaint received

Para 1 : Introduction

Accept Fully

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Useful Expressions

Thank you for your letter regarding Order No 2345, in which you mentioned that …

We refer to your letter of 2 Oct, in which you informed us that the wrong model was sent to you.

We received your letter of 4 Oct, and noted that you were very dissatisfied with our staffʼs service.

We received your letter of 6 Oct, and regret to hear that you were dissatisfied with the workmanship of the renovation works completed at your premises.

Accept Fully

Para 1 : Introduction

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Para 2 : Acceptance & Apology

Accept Fully

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State acceptance of claim

Apologise for the inconveniences caused

Para 2 : Acceptance & Apology

Accept Fully

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Useful Expressions

We are sorry to have sent you the wrong model.

We apologise for not sending you the shoe laces.

We have sent our representative to investigate and noted that the workmanship was indeed shoddy.

We have checked with the staff concerned, and would agree with you that our staff had handled the situation inappropriately. We understand you have suffered much embarrassment.

Accept Fully

Para 2 : Acceptance & Apology

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Para 3 : Explanation

Accept Fully

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Explain reasons for error

Examples:

- Manufacturer was unable to produce the required parts on time, and had caused the delay.

- Firm was facing labour shortage and was unable to find good workers.

- Staff- in-charge had resigned, and the order was handled by part-time inexperienced worker.

Para 3 : Explanation

Accept Fully

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Useful Expressions

Part-time staff were employed to handle your order, and they have mixed up your order with that of another firm. We are indeed sorry for the mistake.

The delay was caused by a massive machine breakdown at the manufacturerʼs plant. It took them a week to repair and to resume production works.

Upon investigation, our representative reported that inexperienced foreign workers were hired to carry out the renovation works.

Accept Fully

Para 3 : Explanation

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Para 4 : Reassurance

Accept Fully

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Reassure error will not be repeated

Mention the remedial actions that you will take- Specify date, person to contact etc.

Para 4 : Reassurance

Accept Fully

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Useful Expressions

We will take the necessary action to prevent similar mistakes. The correct model will be sent to you by 8 Oct.

Please be assured that our efficiency will not be lacking in the future, and we will instruct our supervisors to be very strict with their staff.

Accept Fully

Para 4 : Reassurance

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Para 5 : Conclusion

Accept Fully

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Conclude appropriately in a friendly way.

Para 5 : Conclusion

Accept Fully

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Useful Expressions

We hope you are satisfied with our arrangements.

We look forward to your next order.

Accept Fully

Para 5 : Conclusion

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Accept Partially

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Para 1 : Introduction

Accept Partially

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Acknowledge the letter of complaint• Mention date of letter• Summarize briefly the nature of the complaint received

Para 1 : Introduction

Accept Partially

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Useful Expressions

Thank you for your letter regarding Order No 2345, in which you mentioned that …

We refer to your letter of 2 Oct, in which you informed us that the wrong model was sent to you.

We received your letter of 4 Oct, and noted that you were very dissatisfied with our staffʼs service.

We received your letter of 6 Oct, and regret to hear that you were dissatisfied with the workmanship of the renovation works completed at your premises.

Accept Partially

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Para 2 : Investigation

Accept Partially

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Mention that case had been investigated

Conclude that your firm is not solely responsible for the error

Para 2 : Investigation

Accept Partially

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Useful Expressions

We have checked your Purchase Order No 2354, and noted that you have indicated 15 Oct as the delivery deadline, and not 5 Oct as claimed in your letter. It could have been an oversight on the part of your staff.

Our representative had checked on the bales of cloth at your warehouse, and noted that only two out of the 20 bales were soiled due to poor packaging.

Accept Partially

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Para 3 : Alternative Solution

Accept Partially

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Suggest alternative solution• Offer partial refund or replacement• Offer small discounts• Provide repairs at nominal fee

Para 3 : Alternative Solution

Accept Partially

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Useful Expressions

We will send you the additional 10 boxes of pencils without charging you delivery costs.

We will send the replacement for the two bales of soiled cloth at no additional cost by 12 Oct. However, we will not accede to your request for a 20% price reduction. You will understand that we operate on very thin profit margin and our prices are the lowest in the market.

Accept Partially

Para 3 : Alternative Solution

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Para 4 : Seek Agreement

Accept Partially

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Seek agreement to solution proposed

Accept Partially

Para 4 : Seek Agreement

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Useful Expressions

We hope you are satisfied with the proposed arrangement and confirm your agreement by calling or faxing us.

Please confirm in writing your agreement to our proposal by 15 Oct.

Accept Partially

Para 4 : Seek Agreement

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Para 5 (Conclusion)

Express regret for inconvenience caused

We would like to apologise for any inconveniences caused and look forward to your continual patronage.

We look forward to serving you again.

Useful Expressions

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Accept Partially

Refuse

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Para 1 : Introduction

Refuse

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Acknowledge the letter of complaint• Mention date of letter• Summarize briefly the nature of the complaint received

Para 1 : Introduction

Refuse

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Useful Expressions

Thank you for your letter regarding Order No 2345, in which you mentioned that …

We refer to your letter of 2 Oct, in which you informed us that the wrong model was sent to you.

We received your letter of 4 Oct, and noted that you were very dissatisfied with our staffʼs service.

We received your letter of 6 Oct, and regret to hear that you were dissatisfied with the workmanship of the renovation works completed at your premises.

Refuse

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Para 2 : Verification of Facts

Refuse

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Mention actions taken to verify the facts mentioned by writer

Refuse

Para 2 : Verification of Facts

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Useful Expressions

We have checked our delivery note against your order, and noted that the correct model was sent to you.

We have checked with our staff, and noted that the food ordered was served within 10 minutes and not one hour as mentioned.

Our representative had checked the bales of cloth, and reported that none of the 20 bales was soiled due to poor packaging.

Refuse

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Para 3 : Disclaim Responsibility & Explain Why

Refuse

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Disclaim responsibility and explain the reasons for not acceding to the writerʼs claim.

Refuse

Para 3 :

Disclaim Responsibility & Explain Why

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Useful Expressions

The evidence gathered showed that the error was not due to our negligence. It was an error in your order.

Under such circumstances, we are unable to replace the bales of cloth as requested.

Our investigation showed that our staff was provoked by your unreasonable demand.

Refuse

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Para 4 (Conclusion)

Conclude appropriately

We would like to apologise for any inconveniences caused.

We look forward to serving you again.

Useful Expressions

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Refuse

Complaints could be dealt with by :

Accepting fully the claim of complaint

Accepting partially the

claim of complaint

Refusing the claim of

complaint

- Introduction- Acceptance of Claim- Apology- Explanation- Reassurance- Conclusion

- Introduction- Investigation of Facts- Conclude firm is not solely at fault- Alternative Solution- Seek Agreement- Conclusion

- Introduction- Verification of Facts- Disclaim responsibility and explain why- Conclusion

A summary for writing Letters of Adjustment...

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Task of the Day(30 October 2012)

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