GUIDELINES

  1. If it is not the mistake of the company, you can either allow a claim partially or wholly. Let the client know about his or her mistake, if there is any, to avoid the problem to happen again. Do this briefly, do not accuse him or her. Write the letter showing that your company upholds fairness and the client's relationship.
  2. If you are allowing the claim, tell the client immediately. Or you can first write the letter positively that you have recognized his or her problem.
  3. Briefly, discuss the reason for the problem and the action that you are willing to give. If you are giving him or her one-time consideration to a normal rule, tell it to him or her clearly.
  4. Close the letter positively, have this chance also to promote your business or that you are looking forward to having another business with the client in the future.

SAMPLE LETTER

[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],

We have received your email regarding the late delivery of the items you have ordered from our online shop. While we regret that you had to wait for a long time, we cannot issue a refund or discount for this. Before the package was shipped, we informed you that it would be going through a third party courier. As such, we had no control over delays that may have occurred along the way. We hope that you understand our situation. For now, though, we would like to send you a coupon for a 20% discount on any item that you may decide to purchase in the future. Thank you very much for doing business with us.

Sincerely,

[Senders Name]
[Senders Title] -Optional-

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