- 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.
- 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.
- 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.
- 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.
- Provide the reader a more simple way on how to order the substitute item.
- End the letter positively.
[State, ZIP Code]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-
Dear [Recipients Name],
We thank you for the order for a 60" x 30" fish tank that we recently received. The order form you sent us is from our 2009 catalog that lists the tank at $450.00. Unfortunately, this particularly fish tank is a discontinued item, and we have no more in stock. I have enclosed our newest (2011) catalog and have marked the relevant pages for fish tanks. I would particularly recommend the Underwater Garden for $425.00 on page 62 as being comparable to the reservoir you initially ordered.
To order, please call 698-8475 and charge your purchase to your credit card (most major credit cards accepted). Most orders are delivered within three working days to your home. We value your business and hope to be of service to you in the future.
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Sample letter to reject an order but offer alternative item.
Further things to consider when writing rejection letters to clients
Rejection letters are letters written to inform people that something they have made, written, etc., has been turned down. These letters can be used, for instance, to inform people that they have not been chosen for a job or school enrollment or that a book they have written has not been chosen for publishing. Conveying rejection can be difficult because most people don't know how to say the words without hurting the recipient. Actually, in most cases, people don't write rejection letters at all. They just drop communication with the concerned person, (which is rude). Rejection letters are important because they help build trust and develop goodwill between the parties involved.
After rejection, the people affected will be frustrated no matter what. However, well-drafted rejection letters can soften the blow and encourage them to keep trying. An excellent rejection letter is brief, considerate, and to the point. Begin by thanking the recipient for trying. State your decision politely and assertively, giving reasons for it. If you are rejecting a job application, for instance, give a genuine reason for it and encourage the recipient to apply for other positions. End on a positive note and wish the recipient success.
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.