Letters of Claims, Complaints and their Adjustments — SPCC STD 11 Commerce — Question

1. The letter should start with apologizing to the customer as well as expressing regret.
2. The trader should write a reply to the letter of claim / complaint immediately. Delay in this matter may cause further dissatisfaction or anger in the opinion of the customer.
3. The settlement letter of the complaint should give a clear explanation of the situation instead of hiding its weakness or deficiency.
4. Responding by the merchant to the nominal address of the customer will result in personal care being taken.
5. The customer should be assured that all necessary steps have been taken to ensure that the problem does not recur in the future.
6. In the letter of claims / complaints, the customer should explain the compensation for the loss incurred and the related payment.
7. Sometimes when the customer's complaint is unfair or unreasonable and the trader has to refuse to settle it, the trader should try to convince the customer of the fairness or justification of his decision.