What Is an Adjustment Letter?
Adjustment letter is essentially written to deal with problems when we run our business which is not always easy. Sometimes, there are some circumstances that are out of our hands. Although we tried so hard to avoid our customers’ disappointment, they are still not happy. Therefore, at times some of our customers send us complaint letters.
Nevertheless, It is our role to remain calm and to use this complaint as opportunity to deliver the services they expect, even to exceed their expectation. To resolve our customer’s complaint, we must write an adjustment letter. This adjustment letter should be delivered not longer than one working day after we receive our customer complaint letter. Adjustment Letters are usually written to respond to a customer’s complaint.
What to Include in the Body
A good adjustment letter cannot only prevent our customers from leaving us but also strengthen their loyalty to us. A good and effective adjustment letter should include the following items :
- Acknowledgment of receipt of our complaining customer.
- Expression of our apology
- Explanation of the problem
- Solution of the problem : It can be an action or reimbursement.
- Statement we will avoid doing the same mistake.
How to Write an Adjustment Letter
An adjustment letter can be written in different styles or format. See different letter formats here! You can choose full block format, semi block style etc. After we know exactly what format we are going to use and what to write in the body of the letter, it’s time for us to start an adjustment letter:
- Make sure the paper has the Letter Head (Company Address)
- Type the date below the letter head. Make it right-aligned.
- Write the inside address (Our customer’s name who complains)
- Put in an attention line (optional : If you address this letter to a specific person in an organization or company.)
- Insert a salutation (“Dear Sir/Madam”)
- State a subject line (The issue we are going to deal with)
- Create the body :
- Introduction : acknowledgement of receipt of the complaint. Example: 1) In reply to your letter dated March 16, 2021 about the defective trousers you received. 2) We have just received your March 16 letter about the defective trousers you received.
- Expression of our apology :”We are extremely sorry about it.”
- Explanation/admitting/own the problem. Example: We found out that the goods were damaged to an accident/incident on the delivery. However, we will always struggle to send goods in a proper way.”
- Solution: “We will deliver the replacement for the damaged goods today. We also enclosed a free $ 100 voucher that you can use anytime.”
- Do not forget to put in a complimentary closing. Example: Sincerely, Sincerely yours, Yours truly, Yours respectfully
- Close it with a signature line (signature, name, position)
- Identification Initials (Optional)
- Enclosure Reference (Optional : a voucher)
See also inquiry letter samples here.
Adjustment Letter Template and Sample
The followings are the template and samples you might need when you write an adjustment letter.
Template
Letter Head
Date
Name and Address
Dear Madam/Sir/ Mr. ……..:
Subject: …………………………….
We have just received your letter dated …….. about your order which ……………… We are extremely sorry that ………………………………. Earnestly we regret to inform you that ………… was caused by ……………
However, we managed to ……………………….. We have corrected the mistakes so that you will receive the good quality ………on (date).
Once again, Please allow us to express our sincere apology for the delay/problem and the inconvenience it has caused you. It was really due to the fact that is beyond our control.
We will struggle to prevent this incident from happening again in future and hope we can continue our business as usual. Should you need to contact us, please use this number (315) 1234567.
Sincerely,
Name
Position
Sample for Late Order Delivery
White Sand Furniture, Inc.
Columbus, Ohio 45453 (315) 565-6777
Buy 119+ Effective Business Letter Samples here.
October 16, 2020
Mr. James Wilson
Royalty Furniture, Inc.
P.O. Box 3132
Austin, TX 78703
Dear Mr. Wilson:
Subject: October 14 letter about Late Order
We have just received your October 14 letter about your order which did not arrive on time. We are extremely sorry that we have not been able to deliver your order as scheduled. We really regret to inform you that the delay was caused by the late arrival of some of the raw materials. However, we managed to deliver the furniture you ordered a few days ago. We believe it will reach you in two days. We hope it will be ready for the season. Once again, Please allow us to express our sincere apology for the delay and the inconvenience it has caused you. It was really due to the fact that is beyond our control. We will struggle to prevent this incident from happening again in future and hope we can continue our business as usual. Should you need to contact us, please use this number (315) 1234567.
Yours sincerely,
Dicky Williams
Customer Relation Manager
See also apology letter for late order delivery sample here.
Adjustment Letter Sample for Damaged Goods
Caribbean Textile, Inc
5220 West 22nd Street New York, Y 10062
September 30, 2020
American Textile Ltd
555 Main Street
Springfield, OH 45321
(513) 683-8111
Dear Sir :
Subject: Damaged Goods
In reply to your letter dated September 29, 2020 about the damaged goods you received via Fast Logistics. We are extremely sorry that this an unexpected incident should happen. I regretfully inform you that this damage is caused by mishandling during the delivery. However, we fully take responsibility for the damage. Therefore, Our representatives have already sent the replacement, and it will reach you this afternoon.
We will do the best we can to prevent this incident from happening again in future and hope we can continue our business as usual. Please call us at 13243648 if you need more information.
Sincerely,
Brian June
Customer Service Manager
Adjustment Letter Sample for Sending Wrong Materials
The following adjustment letter is to respond to the complaint about wrong material for the product the customers order. So this letter is used to deal with a complaint letter from our customers. In order to prevent our customer from cancelling the order, we deliberately offer a 5 percent discount.
Princess Clothing Factory
333 Norris Street, San Diego, CA 94702
June 21, 2022
Myca’s
1111 Colorado Road
Los Angeles, CA 90041
Attention : Mrs. Amanda Michaels
Apology for Wrong Materials
Dear Mrs. Michaels:
In response to your email dated June 21, 2022, we would like to express our deepest apology. You are right, according to your order email, your 50 t-shirts you ordered should be made of combed cotton. Instead, we’ve sent you regular cotton t-shirts because one of our guys misplaced the address. So, your t-shirts were sent to another address and you received items which are made of wrong material.
Please allow us to resend the t-shirts today and it will reach you tomorrow afternoon. If you accept the offer, we will give you a 5 percent discount.
Thank you for your understanding and we hope to continue serving you as our loyal customers. We are looking forward to hearing from you as soon as possible.
Sincerely,
Dana White
Customer Service Manager
See also apology letter for sending wrong goods sample here. Check if you need this apology letter for order cancellation sample.
Download the adjustment letter sample for wrong materials here.
Salary Adjustment Letter Sample
John Williams
Sales Department
12 South Road
Victoria, Seychelles-56789
Phone (248) 1234567
March 3, 2020
Brian Smith
HR Manager
Knit Master
12 Main Road
Victoria, Seychelles-56789
Dear Mr. Smith:
For the last two years, since I was assigned more responsibilities in this department I notice that our sales have been increasing quite significantly. Consequently, the load of work has stepped up a lot. Although we have more customers to serve and more challenges to deal with, I have been successful in fulfilling their demands and expectations.
As you know, I have received a lot of compliment letters from our customers due to their satisfaction with my service. Considering all the mentioned-above conditions, I humbly request a salary adjustment for my work. I am confident that this salary adjustment can not only motivate me to work harder and smarter with better dedication to this company, but also can also motivate other personnel to work better. At the end, it will increase our customers’ satisfaction and our sales.
Thank you for considering my salary adjustment, I look forward to hearing from you.
Cordially,
John Williams
Product Return or Exchange Adjustment Letter
When your customers seek information on returning or exchanging products, you can write this adjustment letter to explain the company’s policy and provide instructions on how to initiate the process.
Dear Valued Customer,
We hope this message finds you well. At [Your Company Name], we take pride in delivering high-quality products to our customers. However, we understand that there may be occasions when you need to return or exchange an item. This letter is intended to provide you with clear guidance on our policy and the steps to facilitate a smooth process.
Our Return and Exchange Policy:
- You may return or exchange any product within 30 days of purchase.
- The item must be in its original condition with all packaging and tags intact.
- We offer a full refund or exchange for a similar item of equal value.
- Returns and exchanges are subject to a brief inspection upon receipt.
Initiating the Process:
- Visit our website and log in to your account.
- Navigate to the “Order History” section and select the order containing the item you wish to return or exchange.
- Follow the on-screen instructions to initiate the process.
Please allow 7-10 business days for your return or exchange to be processed.
We value your business and are committed to ensuring your satisfaction. If you have any questions or require assistance, please don’t hesitate to contact our customer support team at [Customer Support Email/Phone].
Thank you for choosing [Your Company Name]. We look forward to serving you again in the future.
Sincerely,
[Your Name]
[ Title]
[Company Name]
Refund Adjustment Letter
When customers request refunds for products or services, you can write this letter to acknowledge the request, provide the refund process details, and confirm the refund amount.
Dear [Customer’s Name],
I hope this letter finds you well. We acknowledge your recent request for a refund regarding [Product/Service Name]. We appreciate your business and are committed to ensuring your satisfaction.
Upon reviewing your request, we have initiated the refund process. Here are the details:
Refund Amount: The approved refund amount for your purchase is [Refund Amount]. This amount will be credited back to your original payment method.
Processing Time: Please allow [Processing Time] for the refund to be processed and reflected in your account. Delays may occur depending on your financial institution.
Confirmation: Once the refund is processed, you will receive a confirmation email with transaction details.
We understand the importance of prompt resolution, and we apologize for any inconvenience you may have experienced. If you have any questions or require further assistance, please do not hesitate to contact our customer support team at [Customer Support Email/Phone].
Thank you for choosing [Your Company Name]. We value your trust and look forward to serving you in the future.
Sincerely,
[Your Name]
[Title]
[Company Name]
Billing Adjustment Letter
When there are discrepancies or errors in invoices or billing statements, you can use this letter to clarify the issue and provide a corrected invoice or statement.
[Your Company Letterhead]
[Date]
[Customer Name]
[Customer Address]
[City, State, ZIP Code]
Dear [Customer Name],
I hope this letter finds you well. We appreciate your business and value your trust in [Your Company Name]. However, we have recently identified a discrepancy in your recent invoice dated [Invoice Date] for invoice number [Invoice Number].
Upon thorough review, it has come to our attention that there was an error in the calculation of charges, resulting in an overcharge of [Amount Overcharged]. We sincerely apologize for this oversight, and we are committed to rectifying it promptly.
Enclosed, please find a corrected invoice for the same billing period, reflecting the accurate charges. The revised total amount due is now [Corrected Amount]. We kindly request you to disregard the previous invoice and settle the outstanding balance based on this corrected invoice.
If you have any questions or concerns regarding this billing adjustment, please do not hesitate to contact our billing department at [Billing Department Contact Information]. We are here to assist you and ensure that this matter is resolved to your satisfaction.
Thank you for your understanding and continued partnership with [Your Company Name]. We greatly value your business and look forward to serving you in the future.
Sincerely,
[Your Name]
[Title]
[Company Name]
[Contact Information]
Price Adjustment Letter
Running companies, you sometimes need to adjust prices. You can use this letter to inform your customers of price changes, whether it’s an increase or decrease.
[Your Company Letterhead]
[Date]
[Customer’s Name]
[Customer’s Address]
[City, State, ZIP Code]
Dear [Customer’s Name],
We hope this letter finds you well. We greatly appreciate your continued support and trust in our products and services. As part of our commitment to transparency and maintaining the highest standards of quality, we wanted to inform you about an upcoming price adjustment.
Effective [Effective Date], there will be a [Increase/Decrease] in the prices of certain products/services offered by [Your Company Name]. This adjustment is necessary due to various factors such as changes in production costs, inflation, and market dynamics.
Please be assured that we have carefully considered this decision and have strived to keep any price increases as minimal as possible to minimize the impact on your budget. Our priority remains providing you with exceptional value and quality.
We understand that price adjustments may raise questions, and we are here to address any concerns you may have. Feel free to reach out to our customer support team at [Customer Support Email/Phone] for any clarifications or assistance.
Thank you for your understanding and continued trust in [Your Company Name]. We look forward to serving you with the same dedication and excellence you have come to expect from us.
Sincerely,
[Your Name]
[Title]
[Company Name]
[Contact Information]
[Enclosure: Detailed Price Adjustment List]
Service Interruption Adjustment Letter
When there’s an interruption in services (e.g., utilities, internet), this letter informs customers of the issue, expected resolution time, and compensation, if applicable.
[Your Company Letterhead]
[Date]
Dear Valued Customer,
We hope this letter finds you well. We regret to inform you that there has been an unexpected interruption in [Service Type] affecting [Affected Area/Service Location]. Earnestly, we understand the inconvenience this may have caused and want to provide you with all the necessary information.
The interruption began on [Date and Time] due to [Brief Explanation of the Cause]. Our dedicated team is diligently working to resolve the issue, and we anticipate that services will be fully restored by [Expected Resolution Time].
We value your business and understand the importance of uninterrupted services. As a gesture of our commitment to your satisfaction, we would like to offer you [Compensation Type], which will be applied to your next bill.
Please accept our sincerest apologies for any inconvenience this interruption has caused you. If you have any questions or require further assistance, please do not hesitate to contact our customer support team at [Customer Support Contact Information].
Thank you for your understanding and continued support.
Sincerely,
[Your Name]
[Title]
[Company Name]
[Contact Information]
Credit Adjustment Letter
This letter acknowledges overcharges or billing errors and informs the customer of a credit or refund issued to correct the mistake.
Dear [Customer’s Name],
I trust this letter finds you well. We value your business and are committed to providing you with the best service. It has come to our attention that there was an inadvertent error in the recent billing statement for your account, and I want to address this matter promptly.
Upon a thorough review, we identified an overcharge of [Amount] on your last invoice dated [Invoice Date]. I apologize for any inconvenience this may have caused. Please be assured that this error was entirely unintentional, and we take full responsibility for it.
To rectify this situation, we have initiated a credit adjustment of [Amount] to your account. This adjustment will reflect in your upcoming billing statement, ensuring that you are not billed for the incorrect amount. Additionally, if you have already made a payment that included the overcharge, we will promptly issue a refund for the excess amount.
We deeply appreciate your understanding and patience in this matter. If you have any questions or require further clarification, please do not hesitate to contact our dedicated customer service team at [Customer Service Phone Number].
Thank you for your continued trust in [Your Company Name]. We remain committed to delivering exceptional service and ensuring that such errors do not recur in the future.
Sincerely,
[Your Name]
[Title]
[Company Name]
[Contact Information]
Denial of Claim Adjustment Letter
In cases where a customer’s claim is denied (e.g., warranty claim), this letter explains the reasons for denial, provides any available alternatives, and offers assistance.
[Your Name]
[Title]
[Company]
[Company Address]
[City, State, ZIP Code]
[Date]
[Customer’s Name]
[Customer’s Address]
[City, State, ZIP Code]
Dear [Customer’s Name],
I hope this letter finds you well. I am writing to address your recent claim regarding [nature of claim, e.g., warranty claim] for your [product/service]. We genuinely appreciate your business and value your satisfaction, and we understand the importance of resolving claims promptly and fairly.
After a thorough review of your claim, we regret to inform you that your claim has been denied for the following reasons:
[Specify the reason for denial, e.g., “The warranty period has expired.”]
[Add any additional reasons if applicable.]
Please know that this decision was not made lightly, and we understand your frustration. However, we are committed to assisting you in finding a resolution. We offer the following alternatives:
[Describe alternative solutions, e.g., “You may consider contacting our customer support team to explore repair options.”]
[Provide any other available options.]
Our customer support team is here to assist you throughout this process. Please do not hesitate to contact them at [customer support contact information] to discuss your options or to seek further clarification.
We sincerely apologize for any inconvenience this may have caused and appreciate your understanding. We value your continued relationship with [Your Company] and are committed to providing you with the best possible service.
Thank you for choosing [Your Company], and we look forward to assisting you in the future.
Sincerely,
[Your Name]
[Title]
[Company]
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