An adjustment letter, a response to a claim letter, tells the customer how you plan to handle the situation. Your purpose is to show that your organization is fair and reasonable and that you value the customer’s business.

If you can grant the request, the letter is easy to write. Express your regret, state the adjustment you are going to make, and end on a positive note by encouraging the customer to continue doing business with you.

The writer wisely expresses regret about the two problems cited in the claim letter.

The writer describes the actions he has already taken and formally states that he will do whatever the reader wishes.

The writer expresses empathy in making the offer of adjustment. Doing so helps to create a bond: you and I are both professionals who rely on our good reputations.

This polite conclusion appeals to the reader's sense of fairness and good business practice.