DEPARTMENT OF TECHNICAL EDUCATION

ANDHRA PRADESH

Name : A.Ram Reddy

Designation : Lecturer
Branch : D.C.C.P.
Institute : SRRS Govt. Polytechnic, Sircilla
Year/Semester : IV Semester
Subject : Business Correspondence
Subject Code : CCP-404
Topic : Claims, Complaints and Adjustments
Duration : 50 Minutes
Sub Topic : Adjustment Letters
Teaching Aids : PPT and Animations

CCP404.23 1
 Objectives
On completion of this Period the you would
be able to :

 Explain meaning of Adjustment Letters

 List characteristics of Adjustment of Letters
 Draft Adjustment Letters

CCP404.23 2
Recap
So far we have discussed:

 Meaning of a Complaint letter

 Purpose of writing a Complaint letter
 Characteristics of a Complaint letter
 Style of writing a Complaint letter
 Hints for drafting a Complaint letter
 Drafting Letters of Complaint

CCP404.23 3
Adjustment letter – Meaning:
 Letter written by supplier in response to the
complaint letter received from purchaser.

 In this letter, supplier explains the reasons

for shortcomings.

 Supplier expresses his/her willingness to make

good the purchaser’s loss.

CCP404.23 4
Circumstances to write Adjustment
Letter:

 When sellers receive Claim letters from purchasers

 When sellers thinks claim is genuine and ready to
compensate purchaser’s loss
 When sellers think claim is not genuine but want to
convince Customer

CCP404.23 5
Adjustment Letter - Characteristics

 Letter must be fair and convincing

 Should state only facts
 Must be courteous
 Must provide complete information
 Make definite and reasonable redress
 Reference to inconvenience

CCP404.23 6
Adjustment Letter - Characteristics

 Letter should explain where mistake occurred

 Express seller’s willingness to compensate loss

 Need not be apologetic

 Express his/her regrets for mistake

CCP404.23 7
 Letter should state only facts:

 It should give actual facts

 It should never find fault with a particular individual

or firm

CCP404.23 8
 The letter must be courteous:

 Letter must be in a pleasing tone

 Friendly approach
 No threats
 Seeks reader’s co-operation

CCP404.23 9
 The letter must be complete

 Contain full details necessary for adjustment

 Obligation of writer to give details clearly
 Vague complaints NOT adjusted
 Detailed investigation needed

CCP404.23 10
 The letter should make definite and
reasonable redress

 Reputed firms often willing to redress

 Complaint is not against any definite
unsatisfactory service
 Regret for inconvenience caused
 Make practicable suggestion

CCP404.23 11
Reference to Inconvenience:

 Letter’s appeal strong when inconvenience caused is

referred
 Clearly stateReason for the inconvenience

CCP404.23 12
Parties responsible for fault

 Seller

 Customer (Purchaser)

 Carrier
 Anyone or a combination of the above
parties may be responsible for fault

CCP404.23 13
Where Seller is at Fault

 He/She should acknowledge the mistake

 He/She should mention mode of settlement
 The customer will be impressed by the seller’s
sense of fairness and justice
 Assurance should be given that this kind of
mistake will not occur in future
 Expression of regret for inconvenience caused

CCP404.23 14
When Customer is at Fault

 Acknowledgement of complaint letter

 Expression of regret for not settling the claim
 Clear explanation of reasons for not settling the
claim
 Explanation should be in clear, tactful and
convincing words, but in a friendly tone of the
cause of the mistake
 Politely inform customer to bear the loss or
expenses for adjustment
CCP404.23 15
When Customer is at Fault
 Convince customer that you are not to blame, without
unduly stressing customer is wrong
 Make the customer look at the problem from your
point of view
 If claim adjusted in buyer’s favour, make it clear that
this is an exceptional case
 This should not set bad precedent

CCP404.23 16
When Carrier is at Fault

 Express thanks to customer for bringing it to

supplier’s notice the delay or damage in transit
 Show your concern for the inconvenience caused
 State what adjustment you made asking carrier to
deliver goods
 Sending replacement, offering reduction in prices
for the damages etc

CCP404.23 17
When Carrier is at Fault

 Tell the customer how the damaged goods are to

be handled
 Whether they are left with the carrier, to be kept by
the customer for inspection by your representative
 Or forward at your cost etc
 Assure customer that such mistakes do not recur in
future

CCP404.23 18
Ex.1

 Draft a reply to the Complaint written by All

Season Stores, Bangalore stating that the order
by “All Seasons” mentioned the date of delivery to
be 10-7-2007 not 16-6-2007, as is clear from the
order with you. Inform them that the rugs are
being dispatched

CCP404.23 19
Answer to Ex.1:
Phone:22231609
KASHMIR RUGS
Rashtrapathi Road,
Bangalore.
Ref.No.KR/S/17/07. Date:20th July, 2007.
To
Mr. Mahesh Babu,
Manager,
All-Season Stores,
Mysore,
Dear Sir,
Sub:-Supply of rugs – delay in supply mistaken –
dispatched – Reg.
Ref:-Your Lr.No.AS/7/07, dt.1-7-2007.
…….. (contd)….
CCP404.23 20
 We are surprised to receive your letter of 20th
July. We immediately looked into your order. It
was clearly there that we were asked to supply rugs
by 10-7-2007 but not 10-6-2007 as pointed out by
you. It might have because of typographical
mistake that instead ‘6’ for month ‘7’ was printed.
Please check copy of the order with you once
again.

CCP404.23 21
We do not at all accept your remark that we defaulted on the
delivery dates earlier, because we never received any
complaint from you in this regard. If you specifically mention
any instances in the past, we are most willing to go through
our records and correct our lapses if any, because our motto
is prompt customer service
The rugs are being dispatched to you by a special truck.
Yours faithfully,
for KASHMIR RUGS,

(A. SRINIVASA KUMAR)

CCP404.23 Sales Manager. 22

Ex.2

 On behalf of Modern Trading Company, New Delhi

draft a reply that due to oversight, inferior quality
rugs were sent, but the error was detected and
required quality rugs sent again. Express regret for
the inconvenience caused. Draft a suitable letter.

CCP404.23 23
Answer to Ex.2
Phone: 22214567
MODERN TRADING COMPANY
14-1-71,
Patel Road,
New Delhi.
Ref.No.MIC/S/72/07. Date: 14-2-2007.
To
Mr. V.Cahandra Mouli,
Manager,
Sri Balaji Cloth Stores,
Secunderabad.
Dear Sir,
Sub:-Supply of inferiority quality goods – Replacements sent -
Reg.
Ref:-Your Lr.No.SBC/17/07, dt.8-2-07.
………

CCP404.23 24
Answer Contd
We have received your letter of 8th February.
We are sorry that you received a wrong
consignment of inferiority quality “PLANE SHEET”
rungs in place of “TUNDRA” rugs. This was
caused by an oversight and mixing up of letters at
our end.
In an after check by our Dispatch Supervisor
this lapse was noticed and Superior Quality
“THUNDRA” rugs ordered by you have already
been dispatched to you.

CCP404.23 25
The replaced goods reach you in a couple of days. We regret the
inconvenience caused to you due to our lapse. We are
improving the dispatch procedures to avoid such mistakes in
future. You may deduct the expenses incurred to return inferior
rugs while making the payment for “THUNDRA” rugs.
Revised invoice is enclosed for your convenience.
Thanking you,
Yours faithfully,
for MODERN TRADING COMPANY,
(T.N.GUPTHA)
Deputy Sales Manager.

CCP404.23 26
Summary
So far we have discussed about:

 Meaning of Adjustments
 Circumstances which lead to write an adjustment
letter
 Characteristics of an adjustment letter
 Types of parties who may be at fault

CCP404.23 27
Quiz

1. Letters which are written for settling claims:

(a) Complaint letters

(b) Claim letters
(C) Recommendation letters
(d) Adjustment letters

CCP404.23 28
 Quiz

2. Adjustment letters are written by:

b) The purchasers
c) The sellers
d) The third party
e) All of the above

CCP404.23 29
Frequently Asked Questions

2. What is meant by an Adjustment Letter

3. Write any four characteristics of an
Adjustment letter
4. State the circumstances when adjustment
letters are written

CCP404.23 30
Frequently Asked Questions
1. Modern Trading Company, Hyderabad state in
reply that owing to an unfortunate oversight rugs of
inferior quality sent. They express regret at the
inconvenience caused.
Draft a suitable letter.

CCP404.23 31
Frequently Asking Questions
2.You have received a claim letter from
VamshiKrishna and Company, Karimnagar.
stating that the goods supplied by you are not as
per terms and conditions agreed upon earlier.
They ask for reduction in bill or to supply the
goods for the difference amount. Write an
adjustment letter stating reasons which lead to
such mistake

CCP404.23 32
FAQs

3. You have received a complaint Letter from one

of your reputed Customers But the fault lies
with the customer. Draft a suitable reply

CCP404.23 33