How to Write (Format and Example)

A partial adjustment letter is a letter in which the writer responds to a complaint with partial compensation or compensation other than requested. You might write a partial adjustment letter when you receive a complaint letter that requests compensation you cannot provide. In your letter, explain why you cannot provide the requested compensation and offer what you can provide. Also, attempt to retain the customer’s business.

In this article, we discuss the essential elements of partial adjustment letters and provide a letter format. We also provide a sample letter to demonstrate the format’s application for your company.

Neutral Reference to Complaint

Begin your partial adjustment letter with a neutral reference to the consumer’s complaint. Thank your customer for informing you of the problem they had with your product or service. Express your regret for the customer’s inconvenience.

Tactful Explanation of Refusal

Because you cannot grant the customer’s requested compensation, you must deliver some bad news. Professionals know that tact is the key to writing an unpleasant message. Keep your explanation concise and professional but avoid appearing to be uncaring or inconsiderate.

Write about your inability to grant your customer’s request in the form of a tactful explanation. Incorporate the details of the circumstance that prevents you from providing the compensation requested. You might include the date the product warranty expired, for example.

Offer of Alternative Compensation

This portion of your letter is where you try to satisfy the customer. On the other hand, you must stay within defined return and exchange policies, warranties, and guarantees. Your creativity may work in your favor when you are writing an offer of alternative compensation.

Here are some of the ways you may be able to meet company guidelines and satisfy the customer.

• Applying credit toward a future purchase
• Repairing a product rather than replacing it
• Prorating the purchase cost of a long-lasting item
• Sending samples
• Providing a discount code for a future purchase

Attempt to Reconcile and Resell

Try to retain the customer’s goodwill and continued business. You may have accomplished this with your partial adjustment. However, your last sentence should be an effort to resell your company’s products or services. For example, if your company sells cleaning products and you have provided a credit for a future purchase, you might mention that a new line of cleaning supplies is now available on your website. You might even send a small sample of the new products.

Tip: Always print partial adjustment letters on company letterhead and write in a professional tone. Address your recipient by name, and sign your letter.

Partial Adjustment Letter (Word Template)

• Write in a professional tone and print your letter on company letterhead
• Greet your customer by name and sign your letter
• Thank the customer for bringing the problem to your attention
• Tactfully explain the circumstances preventing you from granting the requested compensation
• Offer an alternative compensation
• Close with reconciliation and resale