When a claim is nonallowable, a writer should use the _____ ...

[naturalchemist]

When a claim is nonallowable, a writer should use the _____ approach in the adjustment letter.
 
  Fill in the blank(s) with correct word

Question 2

In response to an allowable claim made by a customer to a firm, a(n) _____ letter is usually sent by the firm to the customer.
 
  Fill in the blank(s) with correct word

[joshraies]

Answer to Question 1

indirect
Since the reply to a nonallowable claim is clearly no, a writer uses the indirect approach in the
adjustment letter. The writer starts the adjustment with a buffer, which gives the reasons
before the refusal, and then ends with another buffer.

Answer to Question 2

adjustment
In reply to an allowable claim made by a customer to a firm, an adjustment letter is usually
sent by the firm to the customer. An adjustment is made when a customer receives a full or a
partial credit, is allowed to exchange the merchandise, or is granted a refund for an allowable
claim.