Reject an order but offer alternative item - sample letter


  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. Provide the reader a more simple way on how to order the substitute item.
  6. End the letter positively.


[Senders Name]
[Address line]
[State, ZIP Code]

[Letter Date]

[Recipients Name]
[Address line]
[State, ZIP Code]

[Subject: Normally bold, summarizes the intention of the letter] -Optional-

Dear [Recipients Name],

Thank you for your interest in the All-Star SuperPro Wind Generator - Mark 2. Generating electricity from the wind has evolved and improved in leaps and bounds over recent years making it one of the most sustainable sources of renewable energy available today. Unfortunately, the Mark 2 is restricted from purchase for domestic use. We do, however, stock and sell the All Star Super Wind Generator, which is an efficient and effective source of energy for off-the-grid living.

The All Star Super Wind Generator is manufactured from recycled plastics injected with UV stabilizers and protectors to ensure strength and durability. For domestic purposes, the Super Wind Generator has been proven to exceed the energy needs of a family of four easily. If you are interested in further information or ordering an All Star Super Wind Generator, please telephone 598-6698.

Thank you for making All Star Eco-Supplies your store of choice for all this ecological and environmental.


[Senders Name]
[Senders Title] -Optional-

[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -