Letter 2.12.

Date: 2015-10-07; view: 454.

CLAIMS

Countless aspects of business dealings can break down, but the most common causes for claims are:

1. an incorrect bill, invoice, or statement;

2. a bill for merchandise ordered but never received;

3. delivery of unordered merchandise;

4. delivery of incorrect merchandise;

5. delivery of damaged or defective merchandise;

6. an unusually delayed delivery.

A claim is written to inform the company of the problem and suggest a fair compensation. No matter how infuriating the nature of the problem nor how great the inconvenience, the purpose of a claim is NOT to express anger, but to get results.

Therefore, it is important to avoid a hostile or demanding tone. A claim must be calm and polite though, of course, also firm.

A claim should begin with the facts, first explaining the problem (such as the condition of the merchandise or the specific error made). Then all the necessary details should be recounted in a logical order. These details may include the order and delivery dates, the order or invoice number, the account number, the method of shipment, etc. A copy of proof of purchase, such as a sales slip or an invoice, should be included whenever possible. (Always, of course, retain the original.)

Finally, you should state a reasonable adjustment. This should be worded positively and convey your confidence that the company will be fair.

As you read the sample claims, notice especially how they state all the facts calmly. The writer never loses his or her temper, never makes a threat, and never attempts to place blame. At all times, the letter is directed toward the solution.