GUIDELINES
- Finish the letter, do not abandon it half finished, In refusing a client's request, always use the chance to introduce the client another alternate or substitute item.
- Express gratitude to the reader for placing the order or provide a compliment. Before introducing another product, provide a positive statement that describes both the items, original and substitute.
- If possible, provide an explanation on why you cannot attend the request or order. Write it using the passive voice, if needed, so there is no one to be blamed. Shortly point out that the item he or she ordered is not available.
- Introduce the substitute item pleasantly, show the similarity of features it has to the original item ordered such as lower prices, the speed of delivery and others.
- Provide the reader a more simple way on how to order the substitute item.
- End the letter positively.
SAMPLE LETTER
[Address line]
[State, ZIP Code]
[Letter Date]
[Address line]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-
Dear [Recipients Name],
Thank you for your order for a Super Pulsing Blender. The Super Pulsing Blender has been one of our top sellers for the past five years - customers love the sturdiness and stability of the machine, its attractive design, and its multi-functions. They also enjoy how easy it is to clean and that it can process and blend just about any ingredient you could imagine.
Now after five years the Super Pulsing Blender II has been released - with numerous blending improvements including a juicing attachment, effectively giving you two machines in one! The Super Pulsing Blender II has been so well received that the Super Pulsing Blender, which you ordered, has been discontinued and is no longer available. We apologize for this inconvenience, but can assure you that all customers who have spent the additional $5.00 and purchased the Super Pulsing Blender II have been more than happy with their decision. The Super Pulsing Blender does, of course, come with our standard satisfaction guarantee and a two-year warranty on service and parts.
We will be able to process your order immediately upon confirmation that instead of the Super Pulsing Blender you requested, you are happy to purchase a Super Pulsing Blender II. Please find enclosed a verification card for you to complete and return or call us, toll-free, at 569-8777 at your convenience. If you do not wish to continue, we will gladly refund your payment. Your business is important to us, and we hope to hear from you soon.
Sincerely,
[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Sample letter to decline an order but provide substitute item.
Further things to consider when writing rejection letters to customers
Rejection Letters
Rejection letters are letters written to inform people that something they have made, written, etc., has been turned down. These letters can be used, for instance, to inform people that they have not been chosen for a job or school enrollment or that a book they have written has not been chosen for publishing. Conveying rejection can be difficult because most people don't know how to say the words without hurting the recipient. Actually, in most cases, people don't write rejection letters at all. They just drop communication with the concerned person, (which is rude). Rejection letters are important because they help build trust and develop goodwill between the parties involved.
After rejection, the people affected will be frustrated no matter what. However, well-drafted rejection letters can soften the blow and encourage them to keep trying. An excellent rejection letter is brief, considerate, and to the point. Begin by thanking the recipient for trying. State your decision politely and assertively, giving reasons for it. If you are rejecting a job application, for instance, give a genuine reason for it and encourage the recipient to apply for other positions. End on a positive note and wish the recipient success.
Letters to Customers
Letters to customers are letters written by businesses to people or organizations who buy goods and services from these businesses. These letters can be addressed to specific customers or to all customers, depending on the issue. If you own a business, there are many times you may find it necessary to write to your customers. For example, you may want to send apology letters for billing errors, collection letters to those who owe you money, follow-up letters after initial customers' visits, marketing letters to promote conference events, etc. Constantly writing to your customers is essential as it makes the customers feel valued and strengthens the company-customer relationship.
All letters to customers are formal. Therefore you should maintain a professional tone. Address the customer by his/her name instead of "Dear valued customer". Thank the person for being your customer. Convey your message clearly and concisely without mixing information. Separate important information and label it with subheadings. Avoid putting off the customer with detailed terms and conditions. Instead, put these on a different page. Tell the recipient how to contact you and how to stop receiving letters. Conclude with a positive remark. Write your name and hand sign the letter.
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