Letter
Writing
Claim and Adjustment Requests
Ideally,
everything runs smoothly in the operation of an organization -- no mistake, no
problems, no defects, and no misunderstandings. However, even in the
best-managed organizations, dissatisfactions are bound to occur. In recent
years both buyers and sellers are more aware of problems caused by business
errors. When a product or service does not meet customers’ expectations, the
customers are disappointed and usually complain.
Their complaints
should not be called complaint letters, because complaint connotes
irritation, unpleasantness, negativism, and even anger.
Using a word with such negative connotations could lead to a bad attitude
towards customers. Letters about such complaints should be called claim
letters.
Countless aspects
of business dealings can break down, but the most common causes for claims are:
1.
an incorrect bill, invoice, or statement
2.
a bill for merchandise ordered but never received
3.
delivery of unordered merchandise
4.
delivery of incorrect merchandise
5.
delivery of damaged or defective merchandise
Two other more
specialized types of claims are:
1.
a request for an adjustment under a guarantee or
warranty;
2.
a request for restitution under an insurance policy.
A claim is
written to inform the company of the problem and suggest a fair
compensation. No matter how annoying the nature of the problem, how great the
inconvenience, the purpose of a claim is NOT to express anger, but to get
results.
Therefore, it is
important to avoid a hostile or demanding tone. A claim must be calm and polite
though, of course, also firm.
A claim should
begin with the facts, first explaining the problem such as the condition of the
merchandise or the specific error made. Then all the necessary details should
be described in a logical order. These details may include the order and
delivery dates, the order or invoice number, the account number, the method of
shipment, etc. A copy of proof of purchase, such as a sales slip or an invoice,
should be included whenever possible. (Always, of course, keep the original.)
In most cases,
and especially in your first letter, assume that a fair adjustment will be
made, and follow the plan for direct requests. Begin with a straightforward
statement of the problem, and give a complete, specific explanation of the
details.
Politely request
specific action in your closing, and suggest that the business relationship
will continue if the problem is solved satisfactorily.
The following
direct organizational plan is used for writing claims.
A. Direct
statement of the Request
1.
Write a claim letter as soon as possible after the
problem has been identified.
2.
State the need for replacement, refund or correction of
the problem.
3.
Maintain a confident, factual, fair, unemotional tone
B.
Justification, Explanation, and Details
To gain the reader’s understanding praise
some aspect of the goods or service or at least explain why the product was
originally purchased.
1.
Present facts honestly, clearly, and politely.
2.
Eliminate threats, sarcasm, exaggeration, and
hostility.
3.
Specify the problem: product failed to live up to
advertised standards; product failed to live up to sales representative’s
claims; product fell short of company’s policy; product was defective; customer
service was not up to the mark.
4.
Make no accusation against any person or company,
unless you can back it up with facts.
5.
Use a non-argumentative tone to show your confidence in
the reader’s fairness.
6.
If necessary, refer to documentation (invoices, cancelled
cheque, confirmation letters, etc., but mail only photocopies.
7.
Ask the reader to propose fair adjustment, if
appropriate.
8.
If appropriate, clearly state what you expect as a fair
settlement, such as credit against the next order you place, full or partial
refund of the purchase price of the product, replacement or repair of the
defective merchandise, or performance of services as originally contracted.
9.
Do not return the defective merchandise until you have
been asked to do so.
10. Avoid
uncertainty or vagueness that might permit the adjusters to prolong the issue
by additional correspondence or to propose a less-than-fair settlement.
C. Courteous
Close with Request for Specific Action
Summarize desired
action briefly.
•
Simplify compliance with your request by
including your name, address, phone number and hours of availability.
•
Note how complying with your request will
benefit the reader.
•
Consider another example that how the writer
conveys his message of inconvenience in calm manner.
Study this letter
which has all qualities of a claim letter.
Dear Sirs,
On March 1, we ordered and subsequently
received one case of handsaws, model 88b. We paid for the order with our cheque
no. 7293, a photocopy of which is enclosed.
When we decided to order these saws
instead of model 78b, it was at the urging of your sales representative, Mr.
Ali Naeem. He assured us that the new saws were more durable and efficient than
the older model.
However, we have now had the saws on
our selling floor for three weeks, and already six have been returned with
broken teeth by extremely dissatisfied customers.
We are therefore returning the entire
order of 88b saws and would like to be refunded for their full purchase price
plus shipping expenses.
Yours truly,
Here is a
well-written letter requesting an adjustment. Notice that this writer reverses
the order of the three steps, but the letter gets the job done just as well.
Gentlemen,
Please repair or replace my calculator watch,
Model C863, and send it to me at the address above.
After six months of use, the musical alarm
has quit working.
Enclosed is my watch, a copy of the
sales receipt showing the date of purchase, and your warranty, which guarantees
material and workmanship for one year.
Yours
Sincerely,
Adjustment
letter
An adjustment
letter is the reply to a complaint (called a claim letter). In
general, the best attitude is to give the customer the benefit of the doubt.
Most persons are honest in their claims, and it is usually better to make the
desired adjustment than to risk losing a customer.
Even though your
firm’s adjustment policy may be generous, the ultimate success of your
good-news adjustment letters depends not only on what you say but also
on how you say it. Always choose neutral or positive language in
referring to a complaint.
Whether or not
your company is at fault, even the most annoying or demanding claim should be
answered politely. An adjustment letter should NOT be negative or suspicious;
it must NEVER accuse the customer or grant any adjustment grudgingly. Remember,
your company’s image and goodwill are at stake when you respond even to
unjustified claims.
There can be three
types of adjustment letters.
1.
When the seller is at fault
2.
When the buyer is at fault.
3.
When the third party is at fault.
The following
organizational plan is suggested for answering claim letters.
Writing Letters Granting
Adjustments
When granting a request for an
adjustment, follow these four steps:
1. Tell the
Reader That Full Adjustment is Gladly Granted
Give the good
news in the first sentence. Don’t let the reader feel you are doing him or her
favour, even if you feel that you are making a special concession. Instead,
convince the reader that goodwill and friendship are more important to you than
the money involved and that your organization always wants to take good care of
its customers.
2. Express
Sincere Appreciation for the Reader’s Adjustment Request
Acknowledge your
reader’s inconvenience in writing the letter and waiting for the adjustment.
Emphasize that you welcome this opportunity to set things right. Let the
customer know how his or her letter has
helped the organization to improve its products or services.
3. Stress Your
Organization’s Effort to Prevent Further Customer Dissatisfaction
Accept the blame
and apologize if your organization is at fault. If appropriate, explain what
caused the problem, but don’t blame the computer. Most people know that
computers don’t make errors only the operators do. Don’t make the mistake of
telling your reader “This will never happen again.” No one can promise
that. If appropriate, explain what your organization is doing to prevent a
repetition of the problem.
4. End the
Letter Positively
Don’t end with a
negative phrase, such as “We hope you do not have any more trouble with your
washing machine.” The best ending for a letter granting an adjustment makes no
reference to the original problem. End on a note that implies future dealings,
and don’t overlook the possibility of doing some effective sales promotion for
related products or at least some reselling of your organization.
Consider the
following example:
Dear Mr. Ali,
Your new lawn umbrella is being shipped prepaid today. It should arrive
in a few days.
Thank you for
returning the torn one. Because a mended umbrella might not be water-resistant,
we are sending you a new one, so that you can keep your new lawn table
protected. You will notice that the new umbrella is made of vinyl-coated nylon,
which has proved superior to the polyester and cotton one you bought last year.
When you need lawn furniture and accessories, you will find everything
from small tables to foundations in our latest catalog. You can rely on our
guarantee of high quality and “satisfaction or your money back.”
Yours sincerely,
Note the
organization of the letter to Mr. Ali. First comes the news he wants to hear
that is ‘a new lawn umbrella is on its way’. Next comes the writer’s
appreciation for the customer’s calling attention to the defect. Then the
writer explains the change in materials, an explanation owed to the reader, and
one that in this case can make the organization look progressive and concerned.
The final appeal for another sale is appropriate because the adjustment has
been granted and the reader will be satisfied.
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