Every company adjusts the claims and complaints of the customers based on predetermined principles. The following are the alternative principles in this regard:
- Customers are always right: Under this principle, a company accepts all the claims of the customers. This principle is adopted when a company thinks the customers will never complain if there is no genuine reason to complain. If the company follows this principle, all claims are granted. This policy is not always considered to be best as it encourages the greedy customers to make false complaints.
- Fair clam, fair adjustment: This principle implies that only the genuine or valid claims will be accepted. In this case, false claims are denied.
- Buyer bewares or caveat emptor: This policy implies that the buyer should be careful enough in buying and receiving the product. Product once sold, will never be retuned. When a company follows this principle, it dose not entertain any claim from the customer. This is regarded as the most nu-business like policy.
Types of Adjustment Letter
Adjustment letter can take many different forms. The actual from of adjustment letter is governed by many factors like adjustment policy of the company, responsibility of fault relationship with the customers etc. However, the following are the general forms of adjustment letter:
- Letter granting adjustment: When the seller grants full adjustment to the claim assuming he is at fault, then it is called adjustment granting letter. In this letter, the seller frankly admits his fault and assures the buyer that such problem will not arise in future. Nevertheless, sellers will occasionally grant a buyer’s claim even though the buyer or a third party is at fault.
- Letter refusing adjustment: When claim is refused assuming the buyer is at fault, is called adjustment refusing letter.
- Letter offering a compromise or a partial adjustment: Thought this letter, a compromise is offered in order to maintain good relation, or avoid litigation. This letter is written when there exists some differences of opinion about the standard of service, or quality of goods, or when some fault was outside the control of either party.
- Letter apologizing mistake: This letter is written by expressing regret for the customers inconvenience and thanking him for pointing out the error.
- Letter offering adjustment on the assumption is dissatisfied: If any customer is dissatisfied with the company, he may stop giving further order to the company. Therefore, the seller writes this letter offering adjustment of previous claims and thus maintains business relationship with him.
- Letter informing the customer that cause of error is being investigated: In some cases, the final adjustment decision cannot be made until the seller determines who is responsible for the mistake. In this case, an interim reply is sent to the customer informing that his claim is under investigation. Through this letter, the seller neither grants nor refuses the claim.