Claim Letters

Claim Letters
Any claim letter should:
present the facts;
express the customer’s dissatisfaction;
call for the action or compensation from the company.

Claim Letters
The most common causes for claims are:
an incorrect bill, invoice, or statement;
a bill for merchandise ordered but never received;
delivery of unordered merchandise;
delivery of incorrect merchandise;
delivery of damaged or defective merchandise;

Claim Letters
Two other more specialized types of claims are:
a request for an adjustment under a guarantee or warranty;
a request for restitution under an insurance policy.

Claim Letters. Opening.
1. In the opening you should state a reasonable adjustment. You might expect:
a replacement;
a refund;
a new order;
credit to your account;
correction of a billing error;
free repairs;
free inspection;
cancellation of an order.

Claim Letters. Opening.
2. You might ask:
for a change in policy;
simply for an explanation.

Claim Letters. Opening.
How to start opening:
Please send us 24 Royal hot-air popcorn poppers to replace the 24 hot-oil poppers sent in error with our order shipped January 4.
Because three of our employees with confirmed reservations were refused rooms September 16 in your hotel would you please clarify your policy regarding reservations and late arrivals.
Will you settle my account for $100.
Will you compensate us for expenses.
Correct an erroneous charge of $289.
Please compensate us for loss of profit.

Claim Letters. Opening.
How to start opening:
We look forward to an early settlement of our claim for the full amount of $100.
Unless we receive this item within the next week we’ll have to cancel our order.
We are fully justified in claiming for the full amount.
Please credit my VISA account N…to refund $500.
Could you please reimburse me for $250.
Please make a refund promptly.

Claim Letters. Body.
In the body of the letter you should:
explain the problem;
justify your request;
state the facts logically and objectively;
provide the figures;
provide all the necessary details in logical order (these details may include the order and delivery dates, the order or invoice number, the account number, the method of shipment, etc.);
emphasize the loss or inconvenience that has been suffered;
cite names of individuals spoken to;
cite dates of call;
spell out an alternative remedy if it exists.

Claim Letters. Body.
Examples:
We are prepared to accept the goods sent if you are willing to make a substantial reduction in the price.
Replace the defective units or arrange to credit us with their value.
If you are unable to send us 24 Royal hot-air popcorn poppers immediately, please credit our account now and notify us when they become available.

Claim Letters. Closing.
In the closing you should:
promote goodwill;
express a desire for continued relations;
include an end date.

Claim Letters. Closing.
How to finish the letter:
We realize that mistakes in ordering and shipping sometimes occur. Because we have enjoyed your prompt service in the past we hope that you will be able to send us hot-air poppers by January 15.
The mistake must be corrected as soon as possible.
We look forward to an early settlement of our claim for the full amount of $100.
Please ensure that this sort of problem does not arise again.
It was simply an oversight and we want you to correct the error now.

Claim Letters. Closing.
Your early reply will be appreciated in this matter.
We would appreciate your special consideration of this matter.
This is the first time in all our dealings with you that the mistake has occurred and we hope you will do your best utmost to remedy it.
We expect that you will look into the matter without delay.
We hope you to resolve this matter quickly.
We hope we will be able to continue the excellent relationship we have had with you in the past.