Difference between revisions of "Adjustment letter"

Line 39: Line 39:
'''Paragraph three''':   
'''Paragraph three''':   
* pointing out steps which company will take to '''prevent''' similar situation in the future,  
* pointing out steps which company will take to '''prevent''' similar situation in the future,  
* ending letter with assuring the '''[[goodwill]'''] of the company,  
* ending letter with assuring the '''[[goodwill]]''' of the company,  
== Examples of phrases ==
== Examples of phrases ==

Revision as of 16:29, 12 April 2019

Adjustment letter
Primary topic
Related topics
Methods and techniques

Adjustment letter is a type of business letter that should satisfy person who was wrongfully charged. The person means here customer in the broad sense so it might be client, employee, coworker or supplier who is unsatisfied with the company's service. The adjustment letter is written usually as a response to claim against the company but it might happen to be result of internal discovery and admitting the fault of the company[1]. The two main goals are to[2]:

  • solve the problem,
  • rebuild trust and relationship.

How to write the adjustment letter

The nature of an adjustment letter is quite delicate therefore it is also important to keep letter in good tone. It should be proffesional and be kept in the official business letter formatting. Through the adjustment letter, the customer should fell that the company is fully accepting responsibility. What should be avoided[3]:

  • over-using in sentences "you" which may cause feeling of blaming on the client,
  • using too many complicated clauses, better to point them separately,
  • slang or colloquial speeches,
  • too many adjectives which will make letter longer but not more valuable.

To summarize, letter shoud consist of three paragraphs and follow below reccomendations[4]:

Paragraph one:

  • introduing shortly - using first person ("I" or "we" if writting about the whole company),
  • apologizing, descrbing reason with all respect and accepting responsibility - avoiding to start letter with obvious (for example We have found an error instead of We were processing the files and we have found an error), also, avoiding putting the balme (not using words faulty or defective as well),
  • describing the problem briefly and clearly - avoiding passing form to prove taking the responsiblity - for example not "error happened" but "Our system mistakenly recalculated wrong quantity",
  • not repeating describing the problem later on.

Paragraph two:

  • describing instructions to give clear view what have to be done by the customer and by the company - offering some other product or service (for example discount, coupon) if that is policy in the company, and also, asking kindly if customer is requested to deliver any papers (for example Your money will be refund as soon as possible after receiving receipt instead of We have to receive receipt, otherwise we will not return you money),
  • offering an explanation,
  • describing deadlines of repair (especially if there is legal penalty case)

Paragraph three:

  • pointing out steps which company will take to prevent similar situation in the future,
  • ending letter with assuring the goodwill of the company,

Examples of phrases

Some often used phrases in adjustment letters[5]:

  • We are sorry that...
  • After inspecting...
  • According to the letter you sent us...
  • We appreciate your purchase...
  • If you would like us to...
  • Again, we are sorry for...


  1. 'Adjustment Letter (2019)
  2. Johnson-Sheehan R. (2005)
  3. 'Adjustment Letter (2019)
  4. 'Adjustment Letter (2019)
  5. Johnson-Sheehan R. (2005)


Author: Katarzyna Żurek