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Afotando Afotando
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2 years ago
You have not received a shipment of books that you had ordered from Serengeti, an online bookstore. The shipment tracker on the website shows that the books have been returned to the company as the address provided was not found. However, the address you provided was correct and you have in the past received several shipments from Serengeti at the same address. Your account has already been debited for the value of the shipment. Draft a message to Serengeti, making a claim and requesting an adjustment.
Textbook 

Business Communication Essentials, Canadian Edition


Edition: 3rd
Authors:
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entergeozaxentergeozax
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2 years ago
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Answers should reflect the following guidelines for drafting a message making a claim and requesting adjustments:
If you’re dissatisfied with a company’s product or service, you can opt to make a claim or request an adjustment. In either case, it’s important to maintain a professional tone in all your communication, no matter how angry or frustrated you are. Keeping your cool will help you get the situation resolved sooner.
In most cases, and especially in your first message, assume that a fair adjustment will be made and use a direct request. Open with a straightforward statement of the problem. In the body, give a complete, specific explanation of the details; provide any information an adjuster would need to verify your complaint. In your close, politely request specific action or convey a sincere desire to find a solution. And, if appropriate, suggest that the business relationship will continue if the problem is solved satisfactorily. Be prepared to back up your claim with invoices, sales receipts, cancelled checks, dated correspondence, and any other relevant documents. Send copies and keep the originals for your files. If the remedy is obvious, tell your reader exactly what you expect from the company, such as exchanging incorrectly shipped merchandise for the right item or issuing a refund if the item is out of stock. In some cases, you might ask the recipient to resolve a problem. However, if you’re uncertain about the precise nature of the trouble, you could ask the company to make an assessment and then advise you on how the situation could be fixed. Supply your contact information so that the company can discuss the situation with you, if necessary.
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