Response letter to a complaint while refusing an adjustment


  1. Give details on why you disapproved the request, and at the same time, ask the client to continue his or her business and kindness. The disapproval might sadden the client, so be very brief.
  2. Accept the issue of the client and express your sympathy that you get what he or she is feeling.
  3. Discuss the details and reasoning that guided you to your decision, and then tell him or her your decision.
  4. Provide a relevant action to solve the client's problem.
  5. End the letter positively and be kind. Provide the client an assurance that their businesses are very important to you.


[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],

First of all, we'd like to thank you for getting touch with us. However, we regret to inform you that we cannot replace the wallpaper we sent last week. Our policy states that replacements will only be issued if the product has not been damaged and is kept in its original packaging. Upon inspection, we noticed that the wallpaper was removed from its sealed package and already has some smudges. As such, we can no longer honor your request. We can only give you a 20% discount on your next purchase. Thank you for your consideration.


[Senders Name]
[Senders Title] -Optional-

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