How to organize adjustment letters?

Organizing the Adjustment Letters:

The ideas in an adjustment letter are ordinarily arranged as follows:

1. Conciliatory Statement:

Expression of regret even if the customer is at fault, or appreciation for having been informed is an effective start of an adjustment letter.

2. Explanation of Facts:

Explaining the facts relating to complaint, clarifying the position in case of misunderstanding, or indicating the customer’s fault (if any) should be the next step.

3. Statement of Adjustment:

Grant of the adjustment (if any), suggesting a substitute for requested adjustment (when it cannot be granted) or a mere acceptance of fault with assurance of taking care in future, should be stated as the third step.

4. Statement of Goodwill:

A last paragraph may be added (if appropriate) for rebuilding of goodwill and renewal of business relations.