Example Letter #1
We are sorry to learn of your misfortune on Lake Springfield when your propeller broke. We have determined from the picture you sent that the 3 HP motor was one that we sold over five years ago, and we no longer stock that model. Of course a five-year-old motor is beyond any warranty period, so we will not be able to replace the blade. However, we do carry a large stock of universal propellers, which we offer at reasonable prices. Please come by the store and we will be pleased to help you.
Example Letter #2
We recently received your request to cancel your life insurance policy and refund your premiums. We are sorry that you feel unable to continue paying on your policy.
As for canceling your policy, if you choose this option, we would be willing to transfer your premiums to a new term policy. Otherwise, you will forfeit your premiums. If you decide to convert to term insurance, please complete the enclosed forms and sign in the space provided. If, however, after considering term insurance, you decide that you prefer to cancel your policy altogether, please call 555-5555, and we will be happy to oblige you.
Thank you for your business. We look forward to serving you in the future.
Example Letter #3
Please know that Doe Auto Supply regrets your dissatisfaction with the seat covers you purchased last May. You are correct that the seat covers came with a warranty. In order to receive a refund you must return the seat covers in their original packaging and with the store receipt. These conditions appear on the box the seat covers came in. We will comply with our warranty as soon as we receive these items.
Example Letter #4
I can imagine how disappointed you must have been to discover that the backpack you bought from Doe Camping Supply was too small to hold your gear for an extended trip. While I sympathize with your plight, you did buy the backpack during our two-day Thanksgiving Blowout Sale. Signs posted during the sale said that we could offer no refunds or exchanges. This is the only way that Doe's can continue to bring you such low prices on our blowout sales. Having to process returns and exchanges would greatly increase the price of the gear.
I am enclosing a $5.00 gift certificate you can redeem at any Doe Camping Supply store. It is good on all merchandise, including sale items. We value your patronage here at Doe's and hope you will continue to consult us for all your outdoor supplies.
Write Your Letter Step-by-Step
Let the customer know you understand his or her position or that you have given his or her complaint serious consideration.
Present an explanation of why you are unable to approve his or her request. Make your refusal brief but clear.
If possible, offer the reader an alternate plan or suggest a compromise.
Close on a positive note.