- Explain the customer the reason for not accepting his or her claim or complaint. Use a gentle tone so that the relationship with the customer is not disturbed.
- Do not blame the customer.
- Explain the details of your investigation in a gentle tone.
- Mention the conclusion of your investigation. State that you are ready to provide a detailed explanation or ready for more discussions.
[State, ZIP Code]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-
Dear [Recipients Name],
We apologize that the bed sheet you received from us is not the design that you expected. We went over the online order form that you filled out (a printout of which is attached) and indeed, the item that we sent is what you originally ordered. Nevertheless, what matters most to us is for you to be happy with the item for which you have paid. We are more than willing to have the item exchanged, but unfortunately, due to additional courier fees for the exchange not covered by your online payment, we need you to handle the cost of sending back the first bed sheet to us. You can just enclose it in the pouch with the return control number clearly indicated on the cover. Thank you.
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Correct customers assertion of incorrect product sent letter.
Further things to consider when writing miscellaneous letters to customers
Miscellaneous are letters that are sent in series to cover different situations related to business. Miscellaneous means "various types," and therefore, these are usually a group of letters. In most cases, miscellaneous are used to announce unpleasant news such as terminating or rejecting a business relationship, reminding people of unpaid balances, etc. The letters can also be regarding donations, job search, credit management, or even retaining professional advisors. The best example of miscellaneous is the collection letters.
When writing miscellaneous, you need to be careful not to hurt the relationship that exists between you and the recipient. Be polite even when you feel the recipient is delinquent. Be clear about all the facts and figures. If you are writing to ask for payment, for example, know the exact amount the recipient is supposed to pay. Do not overlook minor details such as making sure the recipient's name is written correctly or the date of the last payment. If you realize that the recipient has not responded to any of your previous letters, write the next letter in a more demanding way that compels him/her to respond. Always close these letters with a call to action.
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.