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 are sorry to hear that you were not completely satisfied with the body butter you purchased from our online shop. However, since a substantial portion has already been used, we can no longer give a full refund. We would like to offer you a 30% discount on any other item you would like to purchase, though. We hope you understand. We are looking forward to doing more business with you in the future.

Sincerely,

[Senders Name]
[Senders Title] -Optional-

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

Letter to respond to a complaint while denying adjustment.

Further things to consider when writing response letters to clients

Response Letters

Response letters are letters written to provide answers or information requested in letters of inquiry. The main purpose of such letters is to satisfy the recipient with an action that fulfills his/her request. A response letter can be used to respond to a query about company's products and services or just to respond to a complaint. It makes the recipient feel valued and helps maintain strong relationships between the parties involved. A response letter also gives you an opportunity to clear up any misunderstandings with the recipient or ask questions. Response letters should be sent promptly, and all issues must be addressed courteously (even those that seem irrelevant).

When writing response letters, it is advisable to keep the message short and to the point, taking into account that the recipient may lack your expertise. Make sure to address the letter to the person who made the inquiry and mention that this is a response to that inquiry. Maintain a positive tone even if the letter contains negative information. Make your response as clear as possible. If you are responding to multiple questions, for instance, consider putting your answers in bullet form. Close by offering to give further assistance.

Letters to Clients

Letters to clients are letters a person or organization writes to other people and/or organizations that benefit from the senders' products or professional services. These could be welcome letters to welcome the clients to the organization, introduction letters to introduce a product or service to the clients, or thank-you letters to appreciate clients for their continued support. They could also be response letters to respond to clients' queries or inform letters to notify the clients of important matters like discounts on products and services, relocation of offices, etc. Basically, a letter to a client can be just about anything, as long as whatever you are communicating is business-related.

Letters to clients are business letters, and therefore, they should be formal and professional. Start the letter with a proper salutation. Clearly state the purpose of your letter. If a client is required to take a certain urgent action, make sure to specify exactly what he/she is supposed to do. Be brief and straightforward and avoid adding irrelevant details. Close the letter by warmly inviting the recipient to respond or to take the necessary action. Sign the letter and provide your contact details. Print the letter on the company's letterhead.

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