Sometimes, customers can be a bit demanding and sometimes their requests can just be outlandish. For this reason, while we value a customer’s opinion and all of their requests are considered carefully, you have to send out a customer request rejection letter in order to let the customer down easily but doing so in a way that won’t hurt your working relationship with the customer.
Remember, the goal is to keep the customer as in fact a customer and not to lose their business altogether. The message should be short but it should also get the point across.
Acknowldge that you have received the customer’s request.
Regret that you will not be able to fulfill the request or honor.
State why and apologize for not being able to do so.
Offer a solution or a compromise if there’s room to offer one.
Offer the customer to contact you and to discuss the matter further with you.
Dear Mr. Lockey,
I would like to thank you for being a customer as we value all of our customers equally here and treat them equally as well. I have received the prints that we mailed you as a return and have indeed received your request to have a full refund for the prints and shipping/handling.
However, I’m afraid I will be unable to honor that request as you have had these prints for approximately four months and the refund policy clearly states that you have up to 30 days to request a refund with no questions asked. Also, they were a limited edition item and we no longer have any of those items.
I’m sorry that you didn’t like them, and you didn’t particularly state why you wanted a refund but I will be unable to offer a refund. I will be sending the prints back in this letter and I will pay for the shipping and handling to send them back. If you would like to call me and discuss this matter, I’m available to talk at 492-102-2019.